Help Center
Answers to the questions we are asked most. If yours is not here, write to us.
For travelers
How do I book a place?
Search for a city, pick your dates on the calendar, and press Reserve. You will see the full price before you commit. Dates that are crossed out are already taken and cannot be selected.
How can I pay?
By Visa or Mastercard, and by Apple Pay or Google Pay where your device supports them. Mobile money is coming soon. Which options appear depends on your country and the currency of the booking.
Why is the price in a different currency when I pay?
Hosts set prices in their own currency, and that is the currency the payment is actually taken in. We show you the price converted into yours everywhere on the site so you can compare places, but your bank or card issuer sets the final rate.
Can I change the currency I see?
Yes. The currency menu is at the top of every page, next to the language switch. Your choice is remembered for your next visit.
When do I get the address?
As soon as your payment goes through. Before that the listing shows only the neighborhood, which protects hosts from people turning up uninvited.
How do I cancel, and what do I get back?
Cancel from the booking page in your account. What you get back depends on the cancellation policy shown on that listing: flexible, moderate or strict. See the Cancellation and Refund Policy page for what each one means.
How long does a refund take?
Refunds go back the way you paid. Our payment provider usually takes 5 to 10 working days, and that part is not under our control.
The place is not what was advertised. What do I do?
Tell us within 24 hours of arriving, through the Report a Problem page. We can hold the host's payout while we look into it.
I did not pay in time and my booking disappeared.
Bookings hold your dates only for a short window. If the payment is not completed the booking expires by itself and the dates go back on sale. Nothing was charged. Just book again.
Guests, infants, pets and service animals
Who counts as a guest?
Everyone aged 2 and over: adults from 13, children between 2 and 12. Infants under 2 do not count towards the number of guests a place sleeps, because a cot is not a bed.
Can I bring my pet?
Only where the host has said pets are welcome. Those listings show “Pets allowed” in the amenities, and the guest picker offers a Pets counter. Everywhere else the counter is not shown and a booking with a pet will be refused.
Bringing a service animal?
A service animal is not a pet. It is an animal trained to work for a disabled person — a guide dog, for example. You do not have to add it under Pets, and a host may not refuse a booking or charge extra because of it. Tell your host it is coming so they can prepare, and if a host turns you away for this, report it to us.
What if more people arrive than I booked for?
The host is allowed to refuse them. Book for everyone who is actually coming — the price and the host’s preparation both depend on it.
For hosts
How do I list my place?
Create a host account from Become a host, then add your place: the basics, the address, the amenities, your price and your house rules. Add at least three photographs and send it for review.
Why does my listing need approval?
Because travelers are paying in advance for somewhere they have never seen. A person on our team checks every listing before it goes live, usually within a day.
What does it cost me?
Listing is free. We keep a 3% commission from the accommodation total when a guest actually stays. The traveler's 8% service fee is added on top of your price and does not come out of your earnings.
When am I paid?
After your guest arrives and you confirm the check-in from your Bookings page. That is what makes the money payable. Until then we hold it.
How am I paid?
To the mobile money number or bank account in your host account settings, in your own currency. Our team sends it by hand and records the transfer reference against the payout, so you can trace it.
Why has my payout not arrived?
The most common reason is that we have no payout details for you. Check your account settings. A payout can also be held while we look into a problem reported about the stay, in which case we tell you why.
Can I set my own cancellation rules?
You choose one of three policies for each listing: flexible, moderate or strict. It is shown to travelers on the listing before they book.
How do I stop taking bookings for certain dates?
Use Availability on the listing in your host panel to close dates. Do it before someone books them. A confirmed booking must be honoured.
Can I use one account for hosting and traveling?
No. They are separate accounts with separate sign-ins, so you can be signed in to both at once in different tabs without them getting mixed up.
Still stuck?
Write to support@dalanest.com, call +1 571-477-1049, message us on WhatsApp at +1 571-477-1049, or use the contact form. A person answers, usually the same day. Support hours are Monday to Friday, 9:00 AM to 5:00 PM. Weekends by appointment. All times ET (Eastern Time), so check the difference against your own before you call.