Quick answers to the questions we get asked most. Can't find what you need? Contact our team.
Bookings
How do I make a booking on iComStay?
Browse hotels or shortlets using the search bar on the homepage. Select your destination, check-in/out dates, and number of guests. Choose a property, select a room type, and click Book Now. Complete the secure payment via Paystack and you'll receive an instant confirmation email.
Do I need to create an account to book?
Yes, you need a free iComStay account to complete a booking. Registration takes less than a minute — just your name, email, and a password. An account lets you view booking history, manage reservations, and receive your e-receipts.
How will I know my booking is confirmed?
As soon as your payment is successful, you'll receive a booking confirmation email with your reservation details, booking reference number, check-in/out times, and hotel contact information. You can also view all your bookings in My Bookings after signing in.
Can I book for someone else?
Yes. During checkout you can enter the name and contact details of the primary guest. Please ensure the information is accurate as it will be shared with the property.
Is my booking guaranteed?
All bookings made through iComStay are guaranteed. In the very rare event that a property is unable to honour your confirmed booking, iComStay will assist you in finding an alternative property of equal or greater value, or arrange a full refund.
Can I modify my booking after confirmation?
Modification options depend on the property's policy. Some properties allow date changes; others don't. Contact the hotel directly using the details in your confirmation email, or reach our support team and we'll assist you.
What is the check-in and check-out time?
Check-in and check-out times vary by property and are displayed on each hotel listing page. Most hotels have check-in from 2:00 PM and check-out by 11:00 AM or 12:00 PM. You can find your specific times in your booking confirmation email.
Payments
What payment methods are accepted?
iComStay accepts payments via Paystack, which supports:
Debit and credit cards (Visa, Mastercard, Verve)
Bank transfers
USSD (*737#, *822#, etc.)
Mobile money (where supported)
All payments are processed securely and encrypted.
Is it safe to pay on iComStay?
Yes. All payments are handled by Paystack, a PCI-DSS Level 1 certified payment processor trusted by thousands of Nigerian businesses. iComStay never stores your card details — they go directly to Paystack's secure servers.
Are there any hidden fees?
No. The price displayed at checkout is the total price you pay. We do charge a small service fee (up to 2% of the booking amount) which is clearly shown before you confirm payment. There are no other hidden charges.
In what currency will I be charged?
Most Nigerian properties are priced in Naira (₦). International properties may display prices in USD or EUR. Your card will be charged in the currency shown. For international currency conversions, your card issuer's exchange rate applies.
I was charged but didn't get a confirmation — what should I do?
This occasionally happens due to network delays. First, check your email spam folder. If the booking doesn't appear in My Bookings after 30 minutes, contact our support team at support@icomstay.com with your payment reference number and we'll resolve it immediately.
Can I get a receipt or invoice?
Yes. Your booking confirmation email serves as a receipt. You can also download a PDF invoice from the My Bookings section of your account.
Cancellations & Refunds
How do I cancel a booking?
Go to My Bookings, find the reservation you'd like to cancel, and click Cancel Booking. You'll see the refund amount you're entitled to based on the property's cancellation policy before you confirm.
What are the cancellation policies?
Each property sets its own cancellation policy, shown on the listing page and in your confirmation email. iComStay uses three standard tiers:
Flexible: Full refund if cancelled 48+ hours before check-in.
Moderate: 50% refund if cancelled 5+ days before check-in.
Non-Refundable: No refund on cancellation.
The iComStay service fee is non-refundable in all cases.
How long does a refund take?
Approved refunds are processed within 5–10 business days and returned to your original payment method (card or bank account). Processing time may vary depending on your bank.
What if the hotel cancels my booking?
In the rare event that a hotel cancels a confirmed booking, you will receive a full refund including the service fee. iComStay will also try to find you an alternative property. We take hotel-initiated cancellations very seriously and may remove repeat offenders from the platform.
Can I get a refund for a non-refundable booking in an emergency?
Non-refundable rates cannot be refunded under normal circumstances. However, if you have a documented emergency (hospitalisation, bereavement), please contact our support team and we will review your case with the property on your behalf.
Account
How do I create an account?
Click Register in the top navigation, enter your name, email address, and a password (minimum 8 characters), and click Create Account. You'll receive a welcome email confirming your registration.
I forgot my password — how do I reset it?
Click Login, then Forgot password? below the password field. Enter your registered email address and we'll send you a password reset link valid for 1 hour. Check your spam folder if it doesn't arrive within a few minutes.
How do I update my profile or email address?
Sign in to your account and visit your profile settings. You can update your name, phone number, and profile photo. To change your email address, please contact our support team for identity verification.
Can I have more than one account?
No. Each person may hold only one guest account. Hotel owners may have a separate partner account. Duplicate accounts may be merged or suspended.
How do I delete my account?
You can request account deletion by contacting our support team at support@icomstay.com. Note that booking records required for tax and legal purposes may be retained for up to 7 years per Nigerian law.
Hotel Partners
How do I list my property on iComStay?
Register for a free account and select Hotel Owner as your account type, or click here. Once registered, you'll be directed to your Hotel Dashboard where you can add your property details, photos, room types, pricing, and availability.
What types of properties can I list?
iComStay accepts hotels, shortlets (serviced apartments), guesthouses, resorts, villas, and B&Bs. Properties must be located in Nigeria or internationally, and must comply with applicable local regulations.
How does iComStay's commission work?
iComStay charges a 10% commission on the net booking value (excluding taxes) for completed stays. This is deducted automatically before payouts. There are no upfront listing fees.
When do I receive payouts?
Payouts are initiated after the guest checks in, confirming the booking is completed. Funds are transferred to your registered Nigerian bank account within 3–5 business days.
Can I set my own cancellation policy?
Yes. When creating or editing your listing, you can choose from the three standard iComStay cancellation tiers: Flexible, Moderate, or Non-Refundable.
What if a guest damages my property?
iComStay encourages all Hotel Partners to have appropriate property insurance. While iComStay does not provide damage protection, you can flag issues through your Hotel Dashboard and our team will mediate between you and the guest.
How do I manage my availability and pricing?
Your Hotel Dashboard gives you full control over room availability, seasonal pricing, and minimum stay requirements. Changes take effect immediately on the platform.
Still Have Questions?
Our support team is available 7 days a week and responds within 24 hours.