Hotel partner agreement
This agreement is between Akwaaba Stays and you, the owner or manager of a place listed on Akwaaba Stays ("the hotel"). By accepting it in your dashboard you agree to it on behalf of the hotel.
1. Listing
Everything you publish (photos, rooms, prices, amenities, policies and location) must be true and up to date. Photos must be of your own property.
Keep your calendar current. A booking you can't honour because the calendar was wrong counts as a hotel cancellation.
2. Booking requests
Answer each request within 24 hours. Unanswered requests expire and count against your response record.
Once you confirm, honour the booking at the price shown to the guest, including any promotion you ran.
3. The 7% service fee
Each booking's total includes a 7% service fee on top of the price the hotel receives (2% payment processing and 5% Akwaaba). While guests pay at the hotel, you collect the full total and owe Akwaaba the service fee for every completed stay.
Fees owed are shown in your dashboard. Pay them within 30 days of the guest's check-out. Overdue fees can lead to your listings being paused.
No fee is owed for declined, expired or cancelled bookings, or for a no-show that our team accepts.
4. Online payments and payouts
Once you set up a payout account, guests can pay in full or pay a 50% deposit online. Our payment provider pays your share to that account: everything they paid less the 7% service fee. With a deposit the guest pays you the rest at the hotel, and no further fee is owed on it.
A fully paid guest who cancels inside your free-cancellation window is refunded in full; after it, you keep the payment. A deposit is not refunded when the guest cancels or doesn't arrive. If you cancel, the guest gets back everything they paid.
5. Cancellations and no-shows
If you must cancel a confirmed booking, do it as early as possible and give the guest a reason; it is recorded and our team reviews it. Repeated cancellations can lead to your listings being paused.
Report a no-show only if the guest really didn't arrive, within 48 hours of the check-in day. We ask the guest, and if they say they stayed our team decides; a false report counts against you.
6. Guests' data
Use guests' contact details only for their stay. Don't share them or use them for marketing without the guest's agreement. Follow the Data Protection Act, 2012.
7. Ending the agreement
You can unlist your place at any time; bookings already confirmed must still be honoured and fees owed still paid. We can pause or remove listings that break this agreement, after telling you why.
8. Contact
Questions: the Messages page in your account.