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If you do not have a The BnB Co. account, go to TheBnBCo.org and click Sign Up. You can sign up using your email address and Facebook account.

If you know your current password, and you want to change it:

  1. Log into your account and chose reset  password.
  2. Click “reset password” then follow the instructions.

The total price of a reservation on The BnB Co. is based on the nightly rate set by the host, plus the addition of other fees or costs (cleaning fee, service fee, extra guest fee, taxes, etc.) determined by either the host or The BnB Co.

What should I do if someone asks me to pay outside of the The BnB Co. website?

Do not send them money, and let us know. We’ll never ask you to pay for anything outside of our site, through email, or through a third-party booker.

Sometimes you may need to pay local tax to your host, but this payment should only be made through The BnB Co., and in many cases this will be included in the costs of the reservation.

If you paid for your reservation outside of The BnB Co. (for example, a wire or bank transfer), you may have paid for a fraudulent reservation. To get help, let us know immediately. Email: support@thebnbco.org.

If you are not sure, you can check if your reservation was booked by giving us a call.

If a host on The BnB Co. site asks you to pay offsite or through another company, please report it to support@thebnbco.org.

You will not receive a paper or PDF invoice from a host or from The BnB Co. asking you for payment. If a host uses any of these terms (Western Union, MoneyGram, cashier’s check, money order, and/or Liberty Reserve), please report them.

To report a message

  1. Go to your Messages on TheBnBCo.org and click the conversation with the suspicious message.
  2. Screenshot the message, and email us the information about the host.
  3. State the reason you are reporting this person.
  4. You can block all communication with this person, if necessary.

Signing up for The BnB Co. and listing your lodging, workspace, event space, etc. is completely FREE.

Once you receive a reservation, The BnB Co. charge a service fee for hosts, generally 3%, to help cover the cost of running of the business.

The BnB Co. typically releases your payout about 24 hours after your guest’s scheduled check-in time. The time it takes for the funds to arrive in your account depends on the method you choose to get paid.

If your guest is staying for 28 or more nights, The BnB Co. typically releases the payout for the first month about 24 hours after your guest’s scheduled check-in time. Additional payouts for that reservation are released monthly.

If you’re a new host, we may hold your payouts for 30 days after your first reservation is confirmed. If your first reservation is more than 30 days away, your payout will be released 24 hours after your guest’s scheduled check-in. This will apply to any payouts scheduled to be released during those 30 days.

You’ll want to check with your local government about whether or not taxes needs to be collected from guests. If you determine that you need to collect a tax, you can usually either add it within a Special Offer when guests book or ask your guests to pay it in person. In each case, it’s important that guests are informed of the exact tax amount prior to booking. If you choose to collect tax outside of your listing’s rates, it should be collected only upon arrival. We aren’t able to assist with or ensure collection.

In some locations, The BnB Co. hosts may have a collect and remit feature available to handle occupancy tax. Hosts should not collect occupancy taxes separately for those jurisdictions.

We may be able to give you a refund if you have to cancel because of an unexpected circumstance that is out of your control. You will be asked to provide documentation verifying deaths, as well as statements from physicians confirming that a person cannot host or travel due to an unexpected serious illness or injury. Each statement must be dated after the reservation was booked and provided within 14-days of cancellation. Pre-existing conditions known to the user at the time of booking are not covered. Below is a list of circumstances that requires documentation:

  • Death
  • Unexpected serious illness or injury 
  • Government-mandated obligations  
  • Unforeseen property damage, maintenance, and amenity issues  
  • Transportation disruptions  
  • Train, bus, or ferry cancellations  

Circumstances that require special review

There’s no required documentation for these circumstances, but our specialized team will review each case to confirm that you’re directly affected.

  • Open Homes reservations that have been cancelled. 
  • Natural disasters, terrorist activity, and civil/political unrest that prevent the guest from traveling to or from the destination, or that make it unsafe to host guests.
  • Epidemic disease or illness that suddenly affects a region or an entire group of people. This doesn’t include existing diseases that are associated with an area—for example, Covid-19 worldwide, malaria in Thailand or dengue fever in Hawaii. Any updates to our policy regarding the outbreak of a disease, and the scope of policy application, will be determined based on announcements by the World Health Organization and local authorities.
  • Travel restrictions imposed by a government, law enforcement agency, or military restricting travel to or from the listing or experience location.
  • Safety and security threat advisories issued for the listing, worldliness location or the guest party’s departure location.
  • Essential utility outages that affect the listing or worldliness location.
  • Changes to visa or passport requirements that make it impossible to travel to the destination. This doesn’t include lost or expired travel documents.

What to do next

If you’ve confirmed your circumstance meets the requirements above, first cancel your reservation or The BnB Co. worldliness. If your reservation falls under a recognized extenuating circumstance, you’ll be notified that your reservation qualifies for a penalty-free cancellation, and you’ll get a full refund if you’re a guest.

If your reservation does not qualify automatically, continue canceling your reservation and then contact us to file a claim. All claims must be submitted within 14 days of cancellation.

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