Guest support
Help before, during, and after your stay.
- Booking questions and changes
- Check-in access and instructions
- Payment issues and receipts
- Cancellations and refunds
- Account and verification help
Guest & Host Support
We're herewhen it matters.
Whether you're planning a stay, navigating a booking, or need help as a host — we respond with care and without delay. Every message is read by a real person.
Support available · No known issuesReplies within 2 hours
Send us a message
How can we help?
Select who you are and describe what you need. We'll route your message to the right person.
How we can help
Support for every part of your journey.
Hosting support
Operational guidance for hosts on the platform.
- Listing setup and publishing
- Calendar and availability sync
- Payout questions and delays
- Guest issue resolution
- Verification and account status
Payments & billing
Everything related to money, on both sides.
- Failed M-Pesa or card payments
- Refund status and timelines
- Booking charge queries
- Host payout tracking
- Transaction receipts
Active trip help
Priority assistance during an ongoing stay.
- Access problems on arrival
- Property issues mid-stay
- Host unresponsive
- Safety concerns
- Emergency escalation
Where to start
The fastest help is already in your account.
Response times
We're a lean team.We don't pretend otherwise.
Prime Staycations is built with a small, deliberate team. Every support message is read by a real person — not filtered by an automated queue. What we commit to is straightforward: we respond with care, we don't leave you waiting longer than necessary, and we treat your time as valuable.
Email — info@primestaycations.com
For detailed questions, billing queries, and anything that needs a thorough response. We read every email.
Reply within 2 hours on weekdays
In-app Support
For active booking issues, check-in problems, or time-sensitive help. Use the Support centre for guided answers and escalation.
Typically within 30–60 minutes
Contact form — this page
For anything that needs routing to the right team. Include as much context as you can to avoid back-and-forth.
We respond same day on weekdays
Safety issues — priority
Any safety concern is escalated immediately and treated as urgent. Flag it clearly in your message subject.
Highest priority · handled within 30 min
“We built Prime Staycations to make staying in Kenya feel effortless. Our support exists to keep it that way.”
Every interaction — from a quick question to a complicated booking issue — is a chance to show what premium hospitality actually feels like. We take that seriously.