SAFETY

Before You Reach Out

• Read the full listing — description, house rules, amenities and any cancellation notes — before contacting the host.
• Check the location on the map and make sure it matches the area described in the listing.
• Look at how many photos are provided and whether they look genuinely taken at the property (not generic stock imagery).
• Message the host with any questions before agreeing to anything — a responsive, specific answer is a good sign.
• Confirm exact check-in/move-in details, dates, and total cost directly with the host before you pay anything.

Guest & Renter Safety Tips

• Nyumbani BNBS never processes payment on your behalf — agree on payment method and timing directly with the host, and be as cautious as you would with any private transaction.
• Communicate with your host through the in-app chat or their listed contact info to confirm details and directions.
• Share your travel plans and the property address with a trusted friend or family member before you travel.
• On arrival, check the property for smoke detectors, working locks on doors and windows, and a clear emergency exit.
• Save your host's contact details and the property address somewhere accessible even without signal (screenshot or note).
• If you're travelling for a party or group event, confirm the property explicitly allows it and check any guest-count limits.
• Do not share your ID, financial details or passwords with a host or anyone claiming to represent Nyumbani BNBS by chat, call or email.
• Trust your instincts — if a property or a host's behaviour feels wrong once you arrive, leave and contact us immediately.

Messaging Safety

You can message a host in-app once you've reached out about a listing. Keeping that first conversation on-platform gives you a reportable, blockable record if something goes wrong, even though the actual stay or rental is arranged and paid for directly with the host.

• Never share bank details, M-Pesa PINs, one-time passwords (OTPs) or card numbers in chat — Nyumbani BNBS and legitimate hosts will never ask for these.
• Moving to WhatsApp, SMS or a phone call to finalize plans is normal — just stay cautious with money regardless of the channel.
• You can report an individual message or an entire conversation directly from the chat screen using the flag icon.
• You can block another user from a conversation at any time — they won't be able to send you further messages, and you can unblock them later if needed.
• Reported messages and conversations are reviewed by our trust & safety team, typically within 24 hours.

Payment & Fraud Protection

Nyumbani BNBS is a listings marketplace — we connect you with hosts, but we never process, hold, or see any payment made between you and a host. Any payment or deposit you make is arranged directly with the host, at your own discretion.

• Never share your card number, M-Pesa PIN, or a one-time password (OTP) with anyone in chat — no legitimate host or Nyumbani staff member will ever ask for these.
• Nyumbani BNBS never asks you to pay through the app on a host's behalf — if someone claiming to be "Nyumbani support" asks you to send money, it's a scam. Report it immediately.
• Meet or video-call before sending any deposit for a stay or rental, and be wary of hosts who pressure you to pay quickly or only accept unusual payment methods.
• Since arrangements happen off-platform, Nyumbani BNBS cannot reverse a payment or issue a refund — treat any deposit or payment with the same caution you would with any private transaction.

See How It Works for more on how arrangements happen on Nyumbani BNBS.

Host Safety Tips

• Agree on payment and terms directly with the guest before handing over keys or access — Nyumbani BNBS doesn't process or guarantee any payment between you.
• Set clear house rules on your listing (parties, smoking, pets, quiet hours) so expectations are established before a guest reaches out.
• Install working smoke detectors, a first aid kit, and clearly marked emergency exits, and keep them in working order.
• Share local emergency numbers and your contact details with guests as part of your check-in message.
• A security camera covering the entrance or gate (never inside guest living spaces) is a reasonable and common precaution — always disclose it in your listing.
• Keep your own record of each arrangement — dates, amount agreed, and guest contact — in case a dispute needs to be reviewed later.
• Change property access codes and lockbox combinations between guest stays.
• Consider your own liability cover for guest injury or property damage — Nyumbani BNBS is a listings marketplace and does not provide host insurance.

How We Verify Listings

Every host on Nyumbani BNBS registers with a verified email address and agrees to our listing standards before a property goes live. We expect every host to:

• Upload clear, recent photos that genuinely represent the property, inside and out.
• Provide a real, accurate physical location for their listing.
• Respond to guest inquiries and messages promptly and honestly.
• Keep pricing, capacity, amenities and availability accurate and up to date at all times.

We reserve the right to remove any listing or suspend any account found to be misleading, unsafe, or in violation of our policies — reports from guests and hosts are what make this enforceable, so please tell us when something doesn't match.

Report a Concern

If you experience or witness anything that makes you feel unsafe — a fraudulent listing, inappropriate behaviour, a suspicious message, or a property that doesn't match its description — please report it immediately. Reports are confidential and reviewed by our trust & safety team.

Kenya Emergency Contacts

In a medical or physical emergency, always contact local emergency services first. Nyumbani BNBS's trust & safety team can assist with platform-related issues but is not a substitute for emergency response.

Avoid Scams

• Be cautious of listings priced far below similar properties in the same area — they often are.
• Never wire money, send cash, or use an untraceable payment method to a host you haven't verified is genuine.
• Nyumbani BNBS will never message or call you asking to collect a payment, deposit, or fee on a host's behalf.
• If photos feel generic or too polished, reverse-image-search them to check they aren't taken from elsewhere online.
• Neither hosts nor Nyumbani BNBS staff will ever ask for your account password, card PIN, or one-time passwords.
• Be wary of a host who pressures you to pay immediately, refuses a call or video-chat, or keeps changing the price or terms.

Frequently Asked Questions