Hi, how can we help?
You're travelling
Bookings
Change dates, add a guest, understand Instant Book
Payments and refunds
Mobile Money, cards, refund times, currencies
Safety during your stay
Place not as described, rebooking, emergencies
Disputes and reports
Mediation, suspicious listings, damage
Reviews and distinctions
Write a review, understand "Akwaba Gold"
Account and login
Phone number, email, account security
You're hosting guests
Verification and rating
Required documents, timelines, unrated hotels
Payouts
Schedule, Mobile Money accounts, statements
Calendar and iCal
Sync with other platforms, avoid overbooking
Tourist tax and invoices
Automatic collection, company invoices
Security deposit and damage
Pre-authorisation, evidence, mediation
Performance
Occupancy, ADR and RevPAR explained simply
Cancellation options
Three policies, shown before you pay.
Each host chooses a policy; it is shown on the listing, at checkout and in your confirmation. Tourist tax is never due for unused nights.
Relaxed
Flexible
- Full refund up to 24 hours before check-in
- After that: the first night is due, the rest refunded
- Recommended for guesthouses
Balanced
Moderate
- Full refund up to 5 days before check-in
- After that: 50% of unused nights refunded
- Default policy for furnished residences
Protective
Strict
- Full refund within 48 hours of booking, if check-in is more than 14 days away
- After that: 50% until 7 days before check-in
- Suited to villas in high season
Extraordinary circumstances (natural disaster, travel restrictions imposed by the authorities): full refund, whatever the policy.
Frequently asked questions
Wave, Orange Money, MTN Mobile Money, Moov Money and Visa and Mastercard cards. Payment is always made in CFA francs (XOF); amounts in other currencies are indicative. Card data is handled exclusively by our certified payment gateway.
Report it within 24 hours of arrival, from your booking or by calling support (24/7). The host’s payout is suspended during the review. If the issue is confirmed, we offer a rebooking of equivalent quality or a refund for the remaining nights.
Each party submits its evidence (dated photos, messages, invoices). An IvoireStay mediator issues a reasoned proposal within 5 working days. Fraudulent or misleading listings can be reported at any time from the listing page.
Only guests who actually stayed can review a property, within 14 days of checkout; the host reviews the guest too. Both reviews are published at the same time, to prevent retaliatory reviews. Reviews that breach our rules are moderated.
It marks “Guest favourites”: properties in the top 10% of ratings on the platform, with at least 5 reviews, a near-zero host cancellation rate and high responsiveness. It is recalculated every quarter and cannot be bought.
Hosts can declare accessibility features (step-free entrance, walk-in shower, door widths), with photos. Our support team can help you check a place before booking.
Yes. Service animals are accepted in all properties, including those that don’t accept pets, at no extra charge.
Every host agrees to welcome guests regardless of origin, religion, sex, disability or nationality. A discriminatory refusal leads to account suspension.
The CFA F 15,000 credit goes to both referrer and referee when the referee, once verified, completes a first honoured booking. Pilot-phase offer, not combinable, limited to 10 referrals per account.
Need help right now?
Our Abidjan-based team answers 24/7, in French and English.