Frequently asked questions

Pick a property, choose your check-in and check-out dates and number of guests, then complete the secure payment to confirm. Your booking and voucher appear under "My Bookings".

You pay securely online when you book. The platform holds your payment and releases it to the host only after your check-out.

Before a listing carries the Video verified badge, its owner films a walkthrough video with the date and time visible and sends it to our office. Our team compares that video against the listing's photos to catch anything that does not match, and keeps it on file. It is not an on-site inspection. Shalihati does not send anyone to the property, and the video is handled by our office rather than uploaded through the app. Listings without the badge have not completed this review yet.

Yes. Once your booking is confirmed, the contact button on the listing page and on your booking gives you the owner's name and phone number, and gives them yours, so you can arrange the key handover. Contact details are not shared before a booking is confirmed, or for cancelled bookings.

Keys are handed over at 2:00 PM on your check-in day, and cancellations are measured from that moment. Cancel 24 hours or more before it for a full refund; cancel inside those 24 hours and one night is retained. If you don't arrive, or leave early, the stay isn't refunded. Some properties are offered on a non-refundable rate, which can't be cancelled or changed - this is labelled on the listing and again before you pay. And when your check-in falls in a peak period or public holiday, cancellations are refundable 7 or more days before arrival only. Whatever applies, the app shows your exact refund before you confirm.

Your booking voucher under "My Bookings" is your proof of stay. Show it on arrival. Arrival and departure arrangements are coordinated with your host, and your booking completes automatically after the check-out date.

There are no platform-wide times. Each host sets their own check-in and check-out times in the listing's house rules. Check the listing page, or confirm with your host after booking.

Amenities vary by property. Each listing page shows exactly what that property offers, such as a private pool, Wi-Fi, kitchen, parking or barbecue area, so check the listing before you book.

That depends on the individual property. Pet policy is set by each host in the listing's house rules. If the listing doesn't mention it, contact our support team before you book.

No - each property has a maximum guest count and the owner sets it for a reason. Bookings can't be amended after they're made, so if your group size changes you'd need to cancel and rebook. Check the cancellation terms on your booking first: on a non-refundable rate, or inside a peak period close to arrival, cancelling refunds nothing. Message the owner before you book if you're unsure.

You can leave one review per booking once your stay is completed. Open the booking under "My Bookings" and rate your stay from 1 to 5 stars, with an optional comment.

Refunds are issued to your original payment method as soon as the cancellation is processed. How quickly the money appears depends on your bank or card issuer - it may take several working days.

If a host cancels a confirmed booking, you're refunded in full automatically, whatever rate you booked - including a non-refundable one. Contact our support team and we'll help you find an alternative property. Repeated cancellations can lead to a host's listings being suspended.