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Staya Support
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Frequently Asked Questions
How do I make a booking?
Browse available rooms, select your dates, and complete payment securely via Yoco. You'll receive a confirmation email instantly.
How do I cancel a booking?
Tap "Cancel Booking" in the app under your booking details. Free cancellation is available up to 24 hours before check-in. Late cancellations are non-refundable.
I didn't receive my confirmation email — what do I do?
Check your spam/junk folder. If it's not there, contact us at info@staya.co.za with your booking reference number.
How do I check in?
On arrival, the guesthouse admin will check you in via the Staya system. You may be asked to present your ID and sign digitally.
My payment failed — what happens?
No payment means no booking is confirmed. Try again or contact your bank. Your card is never charged for failed attempts.
How do I contact the guesthouse?
Use the in-app messaging feature under your booking. You can chat directly with the property or get instant answers from Cara, our AI assistant.
I have a complaint — who do I contact?
Email info@staya.co.za with your booking reference and details. We take all complaints seriously and respond within 24 hours.
How do I delete my account and data?
Email info@staya.co.za with the subject "Delete My Account" and we will remove all your personal data within 7 business days.