Every booking on RealHive is protected
We stand behind every transaction on our platform. If something goes wrong, we make it right.
Space doesn't match photos or description
Contact us within 2 hours of arrival with photos as evidence.
What we do
We will find you an alternative space at no extra cost, or issue a full refund to your M-Pesa within 2 hours.
Host cancels your confirmed booking
If a host cancels a booking you have already paid for, at any time before start.
What we do
Full refund to your M-Pesa within 24 hours + KES 500 inconvenience compensation, automatically paid.
You arrive but cannot access the space
Host is unreachable, wrong access code, space is locked.
What we do
Contact RealHive support immediately. We resolve within 1 hour or refund in full. The host's account is flagged.
M-Pesa charged but booking not confirmed
Your M-Pesa was debited but booking did not go through on RealHive.
What we do
Automatic full refund within 2 hours. We monitor every transaction in real time.
How payments are protected
You pay via M-Pesa STK Push
Secure payment directly from your M-Pesa account
RealHive holds funds securely
Your payment is held in escrow until you confirm the space is as described
You check in and confirm space is as described
After successful check-in, your confirmation releases the payment to the host
Host receives 90% payout within 1 hour of your check-in
The host receives their payment immediately after your successful check-in confirmation
Your money is never sent to the host until after you have successfully checked in.
We protect hosts too
Need help with a booking?
Support available 7am–10pm EAT daily. Average response time: under 1 hour.