Your Safety Is
Our Priority
BNB Kenya is built on trust. From verified profiles and secure M-Pesa payments to 24/7 support, we work hard to make every stay safe for guests and hosts alike.
How We Keep You Safe
Four pillars that underpin every interaction on BNB Kenya.
Verified Profiles
Every host and guest on BNB Kenya goes through identity verification. We confirm government-issued IDs and cross-reference details to ensure you know who you're booking with or hosting.
Secure Payments
All transactions are processed through M-Pesa with end-to-end encryption. Your financial details are never stored on our servers, and every payment is protected by Safaricom's security infrastructure.
Reviewed Properties
Every listing is reviewed by our team before going live. We verify photos, descriptions, amenities, and property conditions to ensure what you see is what you get.
24/7 Support
Our Nairobi-based support team is available around the clock. Whether it's an emergency during your stay or a booking issue, we respond within minutes.
Guest Safety Tips
Stay informed and prepared at every step of your trip.
Before You Book
- Read the full property description, house rules, and cancellation policy
- Check verified guest reviews and ratings from previous stays
- Review all property photos — look for accurate representations of rooms and amenities
- Confirm the check-in and check-out times with the host
- Message the host with any questions before booking
During Your Stay
- Share your itinerary with a trusted friend or family member
- Save the host's phone number and our support line (+254 700 000 000)
- Report any safety concerns to the host immediately, then to BNB Kenya support
- Keep valuables secured and use any provided safes or lockboxes
- Familiarize yourself with emergency exits and local emergency numbers
Meeting Your Host
- All hosts on BNB Kenya are identity-verified with government-issued IDs
- Communicate through the BNB Kenya platform for a record of all conversations
- If meeting in person, choose a public location for the first interaction
- Trust your instincts — if something feels off, contact our support team
Host Safety Tips
Protect your property and provide a safe experience for every guest.
Guest Verification
- All guests on BNB Kenya undergo identity verification before booking
- Review guest profiles, ratings, and previous reviews before accepting a booking
- Use the platform messaging system to communicate with potential guests
- Set clear house rules and expectations in your listing description
Property Security
- Install secure locks on all entry points and provide clear check-in instructions
- Consider a lockbox or smart lock for keyless guest access
- Install smoke detectors, carbon monoxide detectors, and fire extinguishers
- Secure valuable items and personal belongings before guest check-in
- Document your property's condition with photos before and after each stay
Host Protection
- BNB Kenya's host protection covers damage to your property caused by guests
- Document any damage immediately with photos and report within 48 hours
- Keep a record of all communications with guests through the platform
- Familiarize yourself with our cancellation and refund policies
Payment Safety
Your money is protected at every step through M-Pesa and our escrow system.
Secure Transactions
- All payments are processed through M-Pesa — Kenya's most trusted mobile money platform
- Your M-Pesa PIN is never shared with BNB Kenya, hosts, or any third party
- Booking payments are held in escrow until 24 hours after check-in, protecting both guests and hosts
- Refunds for eligible cancellations are processed back to your M-Pesa account within 3–5 business days
Avoiding Scams
- Never make payments outside the BNB Kenya platform — all legitimate bookings happen through our system
- Be cautious of listings with prices that seem too good to be true
- Report any suspicious messages or requests immediately
- Never share your M-Pesa PIN, BNB Kenya password, or OTP codes with anyone
- Verify you're on the official BNB Kenya website (bnbkenya.com) before entering any information
Emergency Contacts
Keep these numbers handy during your stay in Kenya.
Safety FAQs
Answers to the most common safety questions.
Have a Safety Concern?
Our support team is available 24/7. Reach out anytime and we'll help resolve the issue.