Help Center

Clear answers, concrete examples, and actionable steps for booking, payments, and managing your stay.

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Quick links: Bookings & availability Booking workflow (step by step) Payments & billing Cancellations & changes Account, security & trust Messaging & communication Become a host (getting started) Publishing a listing Calendar & pricing (host) Reviews, incidents & safety

Bookings & availability

1) Open the listing.
2) Choose your dates and number of guests.
3) Send the request or confirm instantly if available.
4) Track the status in “My bookings”.
Example: “March 12–15, 2 adults, arrival around 7pm.”

“Pending” means the host hasn’t confirmed yet.
If the host accepts, it becomes “confirmed”. If the host declines, it becomes “declined”.
If the response window expires, the request may expire depending on platform rules.
Tip: send a short message with your arrival time and trip purpose.

Keep your calendar up to date and block unavailable dates.
Enable only options you can manage (prep time, minimum stay, etc.).
Reply quickly to reduce “pending” requests.
Example: automatically block 1 night between stays.

Booking workflow (step by step)

1) Search a destination (city/neighborhood) and apply filters (price, capacity, amenities).
2) Open the listing: read the description and rules, and check availability on the calendar.
3) Select your dates + guests.
4) If the listing is instant book: confirm. Otherwise: send a request.
5) Complete payment if prompted, then track the status in “My bookings”.
Message example: “Mar 12–15, 2 adults, arrival around 7pm. Work trip—self check-in possible?”

1) Verify the summary (dates, guests, total, conditions).
2) Use messaging to confirm arrival time and get access instructions.
3) On arrival day: follow check-in instructions and report any issue quickly via messaging.
4) After the stay: leave a factual review.
Checklist: arrival time, on-site contact, parking, Wi‑Fi, key rules.

pending: request sent, waiting for host response.
confirmed: accepted booking.
completed: stay finished.
declined: declined by host.
cancelled_by_guest/host: cancelled.
You’ll see these in “My bookings” and sometimes in the calendar.
Example: if you’re “pending”, wait for confirmation before making fixed plans.

Payments & billing

Available methods depend on your country and enabled integrations.
At checkout, you’ll see the options available (e.g., card, PayPal).
Example: if an option doesn’t show up, try another browser or check your connection.

1) Check balance/limits and entered details.
2) Try another payment method.
3) Temporarily disable script blockers.
4) Retry after a few minutes.
If it keeps failing, contact support with the time and amount.
Example: “Payment failed 845 MAD on Jan 15 at 20:14 on iPhone Safari.”

Cancellations & changes

Go to “My bookings”, open the booking, then choose “Cancel”.
Conditions (fees, deadlines) depend on the listing policy and booking status.
Example: canceling 48 hours before arrival vs. same day.

In most cases, you need to request a change via messaging.
The host confirms based on availability. If the price changes, an adjustment may apply.
Example: “Can we move from 12–15 to 13–16?”

Account, security & trust

1) Confirm your email and password.
2) Use password reset if needed.
3) Check cookies/browser settings.
4) If 2FA is enabled, use a valid code.
Example: “Password reset but still rejected” → try private browsing.

Use the report page if available, or contact support.
Always include: listing ID, booking ID, screenshots if needed, and a factual description.
Example: “Booking #1234 — access issue — photos attached.”

Messaging & communication

Be specific: arrival time, number of guests, special needs.
Keep it short and polite, and avoid sensitive information.
Example: “Arriving 6:30pm, 2 adults + 1 child, need a crib if possible.”

Include: check-in, access instructions, parking, Wi‑Fi, key rules.
Avoid sharing sensitive data publicly; use the message thread.
Example: “Check-in from 3pm. Keybox code: **** (sent on arrival day). Wi‑Fi: MoroBnB / pwd: ****.”

Become a host (getting started)

1) Sign in and switch to host mode.
2) Complete your host profile (bio, languages, response time).
3) Add your first listing and set booking preferences.
4) Publish and reply quickly to improve conversion.
Example: only claim “Reply within 1 hour” if you can actually do it.

Prepare: a clear title, a structured description, a precise address, nightly price, capacity, number of rooms, amenities, house rules, and sharp photos (natural light).
Photo tip: living room, bedrooms, bathroom, kitchen, entrance, outdoor/terrace if available.

Depending on your plan, you may have limits (e.g., number of listings and photos per listing).
If you hit a limit, upgrade via “Subscription plans”.
Example: Free plan: 1 listing; Advanced: up to 5 listings.

Publishing a listing

1) Go to “Add a property”.
2) Fill in fields (title, description, city, address, price, capacity, amenities).
3) Add photos.
4) Submit the listing.
Depending on configuration, the listing may require review (“pending_review”) before being published.
Example: start with 8–10 well-framed photos and a 3-part description (space, access, rules).

It means your listing is waiting for approval.
Make sure your information is complete and consistent (address, photos, price, capacity) and edit if needed. You’ll be notified when the status changes.
Tip: avoid overly short descriptions and ensure photos match the actual place.

Go to “My properties” to access your listings, see their stats, and open the availability calendar.
Use these pages to update price, photos, description, and availability.
Example: raise weekend prices and block unavailable dates before accepting new requests.

Calendar & pricing (host)

Open a property calendar to:
- see booked (confirmed) and pending days
- set nightly price on selected dates
- mark dates as unavailable
- track basic indicators (occupancy, revenue, average rating).
Example: increase prices on Fridays/Saturdays and lower mid-week.

You can export a .ics file to sync your schedule elsewhere.
You can also import a .ics to automatically block dates booked in another calendar.
Example: import an external calendar to avoid double bookings.

In the host area, set your rules: instant booking, minimum nights, and advance notice.
Pick realistic settings—they affect visibility and request quality.
Example: min 2 nights + 24h notice to avoid last-minute arrivals.

Reviews, incidents & safety

After check-out, leave a factual review: cleanliness, listing accuracy, communication, location.
Good reviews help future guests and hosts improve.
Example: “Easy arrival, accurate listing, stable Wi‑Fi; a bit noisy from the street.”

1) Contact the host via messaging with facts and photos if possible.
2) Allow a reasonable response time.
3) If urgent or unresolved, contact support with your booking ID and a clear summary.
Example: “Booking #1234 — water heater broken — photos — request assistance today.”

Never pay outside the platform.
Avoid sharing sensitive information (cards, codes) in public messages.
If in doubt, report to support with verifiable details.
Tip: keep communication inside MoroBnB messaging to preserve a record.

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