Guest trust
Verified guests only
Every guest on Prime Staycations completes identity verification before their first booking. You receive government-ID-confirmed guests — not anonymous enquiries.
Host Confidence & Protection
Host withclarity and confidence.
Prime Staycations cannot remove every risk that comes with hosting. What we can do is build the systems, verification processes, and support structures that make confident hosting genuinely possible.
100%
Guests verified
On-platform
All payments handled
<2h
Support response
What the platform provides
- 01
Guest identity verification
Every guest is verified before their first booking. You know who is staying in your property.
- 02
Secure, on-platform payments
All transactions happen through Prime Staycations — M-Pesa or card. Nothing off-platform, ever.
- 03
Communication records
Every message between host and guest is documented on-platform — clear records for every booking.
- 04
Issue reporting & review
Every reported concern is reviewed by a real person. We take host reports seriously and respond.
- 05
Hosting support access
Operational questions, payout queries, guest issues — our team is reachable and responsive.
How Prime Staycations supports hosts
Hosting support built into every booking.
Payment security
Payments handled end-to-end
All guest payments are collected through the platform before a booking is confirmed. Your payout is scheduled at check-in and sent to your registered account.
Communication
A record of everything
Every conversation between you and your guest exists on the platform. If something is ever disputed, there is a documented record of what was said, when, and by whom.
Issue support
Issue reporting & review
If a guest causes damage, behaves inappropriately, or violates your house rules, you can report it directly through the platform. Every report is reviewed by our team — not filtered through an automated system.
Booking clarity
Booking records & accountability
Every booking creates a formal record: guest identity, dates, agreed terms, payment status, and any messages. This creates a clear foundation of accountability for everyone involved.
Host readiness
The most prepared hosts have the easiest stays.
Prime Staycations provides systems and structure — but confident hosting begins with thoughtful preparation. The practices below are what experienced hosts consistently do to protect themselves and create better experiences for everyone.
Consider property insurance
Prime Staycations is not an insurer and does not provide property coverage. For peace of mind, speak with your insurer about short-term rental coverage — many standard policies can be extended.
Write clear house rules
House rules protect you. Be specific about expectations around guests, noise, smoking, and check-out. Guests agree to your rules before booking — documented and binding.
Secure your valuables
Irreplaceable items should be stored securely or removed before hosting. This is practical preparation, not distrust — it means you can host more freely.
Keep all communication on-platform
Agreements, arrangements, and confirmations made through Prime Staycations are documented. Those made outside the platform are not, and are harder to act on if needed.
Prepare a clear check-in process
Guests who arrive knowing exactly what to do start their stay on the right note. Clear instructions reduce miscommunication and remove the most common source of early friction.
Issue resolution
A calm, structured path forward.
Most issues resolve between hosts and guests directly — and quickly. For the rare situation that needs more, there is a clear, calm process. The goal at every step is resolution, not conflict.
01
Clarify directly with your guest
Most situations — damage, rule violations, misunderstandings — are best addressed directly and calmly. Use the platform messaging system to reach out. Document the conversation.
Start here02
Document what you need to
If the situation needs to be escalated, photographs, messages, and timestamps matter. Compile photos, relevant booking messages, and a clear description of what occurred.
Prepare your report03
Contact Prime Staycations
Once you have gathered the relevant information, reach out to our team through Support or Contact. Include your booking reference, a summary, and any supporting documentation.
We respond within 2 hoursDispute support
Our role in difficult situations.
When a situation between a host and guest needs platform involvement, Prime Staycations acts as a reviewer and facilitator — not a judge or arbitrator. We examine what is documented, hear both sides, and work toward a fair outcome.
Honest about our limits
Prime Staycations is not an insurer, a legal authority, or a compensation fund. We cannot guarantee outcomes in disputes. What we can guarantee is that every reported issue is reviewed with care, and that we do what the platform can reasonably do to support you.
We review the full picture
When a dispute is raised, we examine the booking record, all on-platform messages, and any documentation provided by both sides — before drawing any conclusions.
We facilitate, not adjudicate
Our role is to help both parties arrive at a fair resolution. We can facilitate refund decisions where policy applies and advise on next steps — but we are not a court.
A real person reviews your case
Host reports are not processed by automated systems. Every case that reaches our team is read, considered, and responded to by a person who understands what hosting involves.
Guests who violate standards are removed
Verified reports of guest misconduct — damage, disrespect, rule violations — result in review and, where substantiated, removal from the platform.
Hosting support
Need guidance or assistance?
Whether you have a question about a booking, need to report an issue, or want operational advice — our team is reachable and responds within 2 hours on weekdays. Hosting questions are treated with the same care as guest enquiries.
“We can't remove every risk from hosting. We can make sure you never face it alone.”
Prime Staycations exists to make hosting more predictable, more supported, and more worth doing. The systems, the verification, the documented records — they are all in service of one thing: giving you the confidence to open your door.