Frequently asked questions.

Mobile Money (Flooz, T-Money, MTN Mobile Money, Moov Money) for Togo, Côte d'Ivoire, Benin and Senegal. Bank card (Visa, Mastercard) for international travelers. Bank transfer for group or long-stay bookings.

The 12% traveler fee covers running the platform, payment processing, user support, payment protection and continuous development. It is shown transparently from the search page, never added at checkout.

Yes. The total shown already includes the nights, any host cleaning fee, and the 12% traveler fee. Nothing is added at the last step.

For card payments, you can pay in your card currency (EUR, USD, GBP, CAD). The exchange rate applied is the official BCEAO rate for the CFA zone (655.957 XOF to 1 EUR), with no markup.

The payment is released to the host 24 hours after your check-in. Holding it protects both sides: if the property does not match the listing, you can raise a dispute before that release.

Each host sets their own cancellation policy among three options: flexible (free cancellation up to 24h before arrival), moderate (free cancellation up to 7 days before), strict (50% refunded up to 14 days before). The applicable policy is shown on each listing before you book.

Log in to your account, go to "My bookings", select the booking and click "Cancel". The refund is issued within 7 working days to the payment method used.

You are refunded in full, traveler fee included, within 48 hours. Our team also offers you an equivalent alternative stay if you want one.

Voyino applies a force majeure policy: full refund, no fee, no conditions. See our Safety page for details.

Click "Sign up" at the top right. Email and password are enough. You can also sign in with Google.

Use the "Forgot password" link on the login page. A reset email arrives within a few minutes.

Go to Settings → Privacy → Delete my account. Under GDPR, your personal data is erased within 30 days, except data legally required for invoicing and accounting (kept 10 years under Togolese law).

You receive a confirmation email 24h before arrival with the exact address, the host phone number and the check-in instructions.

Check-in time is stated on each listing. Most properties offer check-in from 2pm. If you arrive earlier, contact the host directly to arrange something.

Contact our support immediately at support@voyino.com. We reach the host within half an hour and, if needed, offer you alternative accommodation at Voyino expense.

All our hosts are verified (identity, owner or manager status, existence of the property). Every listing shows reviews from previous travelers.

Yes. Voyino never stores card or Mobile Money details directly. Payments are processed by FedaPay (a licensed West African PSP) and the usual PCI DSS compliant card processors. Your personal data is stored encrypted and in line with GDPR.

Our 7-day support is reachable at support@voyino.com. For emergencies (safety, health), contact local services first (police, hospital), then our support, which takes over the administrative side.

Nothing. Signing up is free, with no monthly subscription and no hidden fees. Founding Hosts get 0% commission for 12 months; the standard rate is then 7%.

Our revenue comes from the 12% traveler fee on every booking, and the 7% commission on standard hosts revenue. The 0% Founding offer is limited to 20 spots per UEMOA country and in time (12 months), which lets us align our interests with hosts for the long run.

Boutique hotels, guest houses, aparthotels, midscale hotels (roughly 5 to 50 rooms). We target independents — not international chains.

24 hours after the traveler checks in. Paid out by Mobile Money (Flooz, T-Money, MTN, Moov) or bank transfer, depending on your configured preference.

Yes. One host account can hold several listings, each with its own pricing, availability and cancellation policy.

Quality photos (clear, well framed, natural light), a detailed and honest description, rates consistent with the local market, and quick replies to booking requests. Our team can help you with this for free.

Within 24 working hours (Monday to Friday, 9am–6pm Lomé time / UTC+0). For an emergency during an ongoing stay, put "URGENT" in the subject line for priority handling.

Our Facebook, Instagram and LinkedIn presence goes live from our public launch. Until then, email is the most direct way to reach us.