Question 1

How do I book a shortlet?

Accepted Answer

Search for a property, pick your dates and number of guests, then click Reserve. You'll confirm your details and payment to complete the booking.

Question 2

Can I cancel my booking?

Accepted Answer

Most properties offer free cancellation up to 48 hours before check-in. Check the individual listing for the exact cancellation policy.

Question 3

How do I check in?

Accepted Answer

Once your booking is confirmed your host will send check-in instructions — including the address and any access codes — through the Dwelns platform.

Question 4

What payment methods are accepted?

Accepted Answer

We accept card payments and bank transfers. All transactions are processed securely through our payment partner, Paystack.

Question 5

When am I charged?

Accepted Answer

You're charged at the time of booking confirmation. The full amount — including any service and cleaning fees — is collected upfront.

Question 6

How do refunds work?

Accepted Answer

If you cancel within the free-cancellation window, a full refund is issued within 5–7 business days. Outside that window, the amount depends on the host's cancellation policy.

Question 7

How do I list my property?

Accepted Answer

Go to your Host Dashboard and click 'Add Property'. The step-by-step wizard will guide you through photos, amenities, and pricing.

Question 8

When do I receive payouts?

Accepted Answer

Payouts are processed on your chosen schedule (daily, weekly, or monthly) after guest check-in is confirmed.

Question 9

Can I add a co-host?

Accepted Answer

Yes. From your Host Dashboard go to Co-hosts and invite someone. You set their permissions and commission rate, and they're automatically paid from each booking.

Question 10

Is my payment secure?

Accepted Answer

All payments are held in escrow until check-in is confirmed, protecting both guests and hosts. Our payment infrastructure uses bank-level encryption.

Question 11

How are hosts verified?

Accepted Answer

Verified hosts have completed identity verification and maintained consistent quality. Look for the verified badge on any listing.

Question 12

What if something goes wrong during my stay?

Accepted Answer

Contact your host through Dwelns messaging. If the issue isn't resolved, email us at hello@dwelns.com and our team will step in.

Frequently asked questions

Booking

Payments

Hosting

Trust & safety

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