Frequently Asked Questions

frequently asked questionsHere you’ll find answers to frequently asked questions.

At Ajar, we love to listen and respond to our community because together we grow stronger so if you have any other question, please don’t hesitate to message us!

Finding a Place

How do I search for a place to stay?

You can quickly narrow your search by using travel dates and filters to find an available Lodging with the amenities you want. You can read the Lodgings for more detail and pinpoint them on the map to check if they’d be a good fit for your trip.

To search for a place to stay:

  1. Enter your destination, travel dates, and number of guests, then click Search.
  2. If you want, use the filters (for example, price range) to narrow your options. Click More filters to see all available filters.
  3. Scroll through the Lodgings or use the map to find listings in the location you want.
  4. Click on a Lodging to open it. To learn more about it, read the description, check the available amenities, review the house rules, and read reviews that other Guests have left for the Host.
  5. When you’re ready to book, click Request to Book to request a reservation from the Host.

You can also save your favorite places in Save to keep them on hand for later or share with your friends.

Using the map

The map is a quick way to review the Lodgings in relation to areas of interest. You can zoom in or move around the map to find additional Lodgings that don’t appear at the initial zoom level.

How do I use search filters?

If you want to narrow down your choices when looking for a place to stay, you can use search filters.

1. Start with the basics

For the most accurate results, always begin your search by choosing your destination, the dates you’ll be checking in and out, and the total number of guests.

After you have the results of your basic search, you can choose to add additional filters.

2. Add filters

Click or tap on popular filters like Type of place or Price from the search results page, or select More filters to access all of your search filter options.

We’re always trying to make it easier for you to find what you’re looking for, and filters will continue to change over time. Here’s a list of some of the options that may be available for your search:

  • Type of place: Choose from options like an entire place or a private room
  • Price: Add a minimum and maximum nightly rate for your stay
  • Rooms and beds: Choose the number of bedrooms, bathrooms, or beds you need for your trip
  • Amenities: Select the amenities you want for your stay, like a kitchen or a TV
  • Facilities: Select from facility options like a gym or a pool
  • House rules: Search for places that allow for pets (filter located under number of Guests)

How do I choose what type of place to stay?

Hosts on Ajar offer a wide variety of spaces, ranging from shared rooms to private villas and mansions. There are four types of places:

1. Entire place

Entire places are best if you’re seeking a home away from home. With an entire place, you’ll have the whole space to yourself. This usually includes a bedroom, a bathroom, a kitchen, and a separate, dedicated entrance. Hosts should note in the description if they’ll be on the property or not (ex: “Host occupies first floor of the home”), and provide further details on the Lodging.

2. Private rooms

Private rooms are great when you prefer a little privacy, yet still value a local connection. When you book a private room, you’ll have your own private room for sleeping and may share some spaces with others. You might need to walk through indoor spaces that another Host or Guest may occupy to get to your room.

3. Hotel rooms

Whether private or shared, hotel rooms provide a level of service and hospitality associated with traditional hotels. The rooms are available in boutique or lifestyle hotels, hostels, bed and breakfasts, or similar properties. They typically include vibrant common areas and rooms with unique touches.

4. Shared rooms

Shared rooms are for when you don’t mind sharing a space with others. When you book a shared room, you’ll be sleeping in a space that is shared with others and share the entire space with other people. Shared rooms are popular among flexible travelers looking for new friends and budget-friendly stays.

In addition to looking for places to stay based on room type, you can also filter searches to look for something more specific like a pool or to browse Lodgings that are good for traveling with a family.

How can I tell if a Lodging allows pets?

To find out if a Lodging will let you bring your pet for your stay, check the house rules section of the Lodging description. It’s also a good idea to contact the Host before you book, to find out if there are any specific restrictions.

Find listings that allow pets

To find Lodging where pets are allowed:

  1. Go to www.ajar.casa
  2. Under “Number of Guests”, select the Yes button for Pets
  3. All Lodgings that appear specify that they allow pets (but be sure to double-check).

Find out if a listing allows pets

To check if you can have pets at a specific listing:

  1. Go to the listing on www.ajar.casa 
  2. Scroll to the bottom of the page
  3. Under House Terms and Rules, you can find out if pets are allowed and if there are any restrictions (for example, pets not allowed on beds)

Booking Questions

How do I book a place on Ajar?

When you book a place on Ajar, you’re making arrangements to stay in someone’s home. Each Host has their own style of hospitality, starting with how they like to get to know their Guests. Our community thrives on trust, honesty and respect. We ensure a high level of digital and physical security on our platform, which is why hosts shall approve reservations prior to guest payments. Here’s what to do to book a place:

1. Complete your profile

It’s important to know that Ajar is a community that relies on trust. Make sure to complete your profile before you request a reservation with a host, so they can know a little bit about you when they confirm. Your profile should include your ID verification, especially because some hosts require guests to have a verified ID or profile photo in order to book.

2. Find the right place

With millions of unique listings around the world, you’ll want to make sure the place you choose has everything you need for a comfortable and memorable trip.

When you’re searching for a place, make sure to include your dates and number of guests to get the most accurate pricing. Read reviews, descriptions, house rules, amenities, and the cancellation policy for each place to see if it’s the right fit for your trip. 

3. Book your place

Once you’ve found the right place, it’s time to book it. This is where the host’s preferred way of booking will determine how you’ll confirm your reservation.

For safety and security reasons, Hosts need to approve reservations before they’re final. Once you enter all your booking information such as your dates and number of guests, you can click on Request to Book. 

To submit a Request to Book, there is no need to enter your payment details. All you need to do is follow the steps below:

  • If you are on Mobile
    • Click or press on Check Availability
    • Add your check-in & check-out dates (if empty)
    • Add the number of guests coming (if empty)
    • Click or press on Request to Book → The host will automatically be notified and has 24 hours to respond (most hosts respond in less than 12 hours)
  • If you are on Laptop or Desktop
    • Make sure your check-in and check-out dates are correct
    • Make sure your number of guests are correct
    • Click or press on Request to Book

Hosts have 24 hours to accept your request. 

When your reservation request is approved by the Host, you will be notified by email and you will have 36 hours to enter your payment details online or send us the cash payment by Whish Money or OMT/ BoB Finance and complete the checkout.

Upon completing checkout, you will receive your Reservation Details in an email along with a Receipt email.

How do I submit a booking request?

If you’re ready to book a place on Ajar, you can send a request to the Host to book a reservation (make sure you have finished setting up your Ajar account before you book).

To send a booking request:

  1. On a Lodging, select dates, number of guests, and introduction message, then click or tap Request to Book
  2. You will be notified by email within 24 hours if the Host has accepted your booking request

If your request is accepted, you’ll receive a payment link for the reservation. If the host declines the request or doesn’t respond within 24 hours, no charge is made and you can try booking a different place.

At Ajar, we’re always working on making our community as secure as possible for everyone. That’s why we may ask for a government ID, have you confirm your legal name and add your address at some point. And some Hosts require their Guests to complete identity verification before confirming a reservation, which allows the Host to get more info about who they’re hosting. 

How do I cancel a booking request?

After you Request to Book and receive a confirmation email from Host allowing you to pay and reserve the booking, you will have 24 hours to settle the payment dues, otherwise the booking request will automatically be cancelled. You won’t be charged for the reservation or Ajar service fees.

But, if you cancel after the reservation has been accepted and paid for, your reservation will be subject to the terms of the cancellation policy selected by the host.

Host can choose from the below Cancellation Policies:

  • Flexible 
    • Free cancellation until 24 hours before check-in (time shown in the confirmation email) minus service fee
    • After that, cancel before check-in and get a full refund, minus the first night and service fee
  • Moderate
    • Free cancellation until 5 days before check-in (time shown in the confirmation email) minus service fee
    • After that, cancel before check-in and get a 50% refund, minus the first night and service fee
  • Strict
    • Free cancellation for 48 hours after booking confirmation, as long as the guest cancels at least 14 days before check-in (time shown in the confirmation email) minus service fee
    • After that, guests can cancel up to 7 days before check-in and get a 50% refund of the nightly rate, and the cleaning fee, but not the service fee
  • Long-term
    • Automatically applied to reservations of 28 nights or more
    • Reservations are fully refundable for 48 hours after the booking is confirmed, as long as the cancellation occurs at least 28 days before check-in (3:00 PM in the destination’s local time if not specified) minus service fee
    • More than 48 hours after booking, guests can cancel before check-in and get a full refund, minus the first 30 days and the service fee

Due to the extenuating socioeconomic situation that our country is passing through, Ajar must retain its guest service fee in order to smoothly operate and maintain the platform.

How much time does a Host have to respond to my booking request?

Hosts have 24 hours to officially accept or decline reservation requests. You’ll be updated by email about the status of your request.

More than half of all reservation requests are accepted within one hour of being received. The vast majority of Hosts reply within 12 hours.

When a Host confirms your request, you will receive an email notifying you that the Host has accepted your reservation. You will then be able to enter your payment details and preferred method for that stay. After the payment is processed, you will receive an email containing your reservation details.

How do I change a reservation for a place to stay?

To change a reservation, you can cancel and rebook your stay with your updated stay details. You will be refunded for the initial booking based on the cancellation policy chosen by the Host.

How do I cancel my reservation for a place to stay?

  1. Go to Trips and find the trip you want to cancel
  2. Click or tap Show trip details
  3. From the overview, click or tap Show details
  4. Click or tap Cancel reservation

Before you finish canceling, we’ll show you how much money you’ll get back and why—it all depends on the cancellation policy for your place to stay.

To help Ajar run smoothly and to cover the costs of the products and services we provide, like 24/7 customer support, we charge a service fee when a booking is confirmed.

Payment Questions

Fees for booking a place to stay

We have two different service fee structures for booking a place to stay: split-fee where both hosts and guests pay a service fee, and host-only fee where only the host pays a service fee.

1. Split-fee

This fee structure is the most common. A service fee is deducted from the host payout, and a service fee is charged to guests.

2. Host service fee

Most hosts pay a service fee of 3%, but this fee is calculated from the booking subtotal (the nightly rate plus cleaning fee and additional guest fee, if applicable, but excluding Ajar fees and taxes) and is automatically deducted from the host payout.

3. Guest service fee

Most guests pay a service fee that is under 12% of the booking subtotal (the nightly rate plus cleaning fee and additional guest fee, if applicable, excluding Ajar fees and taxes). The fee varies based on a variety of booking factors and is displayed to guests, including during checkout before they book a reservation.

4. Host-only fee

The entire service fee is deducted from the host payout, and no Ajar service fee is paid by guests.

The host-only fee typically ranges from 14% to 16% and is mandatory for hotels and some other hosts. Hosts can choose to bear the entire service fees as a promotional package to increase their occupancy rate.

5. VAT charges on service fees

Depending on the laws of the jurisdiction involved, VAT may be charged on top of the host and guest service fee. The service fee will include these VAT charges when applicable.

What payment methods does Ajar accept?

You can pay in LBP or USD.

You can choose to settle the reservation amount using any below payment method:

(1) Online by card

(2) Cash at any Whish Money agent – Make sure to send the amount due to SME account #161013

(3) Digital e-wallet Payment Using Whish App (https://whish.money/app/)

(4) Cash at any OMT agent (OMT Transfer Fees Apply) – Please contact us via WhatsApp for details

Always book and pay directly through Ajar so that you will be protected by our payments terms of service and receive any refund you may be eligible for according to the reservation’s cancellation policy and the security deposit when applicable.

Hosts Questions

Who can host on Ajar?

Behind every stay is a Host, a real person who can give you the details you need to check in and feel at home. They can interact with Guests in different ways, depending on the type of place they booked. 

Almost anyone can be a Host. It’s free to sign up and publish Lodgings. Whether they’re hosting a place to stay, all Hosts are expected to meet our quality standards every time.

Hosts of places to stay

We ask that all hosts who offer places to stay meet 4 basic requirements for overall rating, response rate, cancellations, and acceptance of reservations, and we also ask Hosts to comply with our Terms of Service and other policies. When booking a place to stay on Ajar, Guests can read the Host’s profile page or reviews from past reservations to learn what to expect from their Host—like what languages they speak, their response rate, and whether they’ll be onsite during the stay.

Hosts can list a wide variety of places to stay, such as entire houses, rooms in bed and breakfasts or hotels, entire homes for families, or other unique places. Hosts who are on-site sometimes like to greet Guests in person when they arrive. Other Hosts will give Guests all the details they need to check themselves in. Guests can always contact their Host if they have any questions during their stay. 

Sometimes Hosts partner up to Co-host a place to stay, and other times professional Hosts work together to manage a group of listings. Some Hosts even offer their spaces for free to people who need temporary housing, like a COVID-19 first responder or a family fleeing conflict in their home country.

How do I get paid?

Ajar has adapted its Host payment method options to the technicalities of the Lebanese banking system.

As a Host, you can directly enter your bank account details on our website. Since Guests can pay in LBP or USD with Lebanese credit or debit cards, we recommend that you enter your Lebanese bank accounts in both currencies. If you do not have a Lebanese bank account in one of these currencies, please contact us at [email protected] to inquire about other Host payment methods available on a case-by-case basis. 

You can also choose to receive your payouts in cash – In such cases, Ajar is constrained to increase its service fee on hosts, to mitigate the cost of procuring cash from outside the bank.

Payouts to Hosts are done on a bimonthly basis, every 15th and/or 30th of each month. For payouts under LBP 1.5Mn, Ajar may choose to bundle them with future payouts to minimize transaction fees.

How do I synchronize or block dates on my calendar?

To give guests the best experience while booking your Ajar, we highly encourage you to make sure your calendars are up-to-date to prevent having to decline a reservation.
1 – Synchronizing Calendar on Ajar
We have put at your disposition the feature to synchronize any calendar from other booking systems that use the iCal protocol. If you are on Airbnb, you can refer to the following link to import and export your calendars.
On Ajar, you can sync calendars by following the below steps: 
1) Import the URL calendar link from Airbnb (Airbnb does not provide this feature from the Airbnb App and must be done through the website)
2) Click or tap on My Lodgings on the top right corner of the homepage
3) Click or tap on Edit to update your Lodging
4) Go to the Calendar section at the top right of the page
5) Click or tap on Sync iCal and then on Import 
6) Enter the Feed name (e.g., Airbnb calendar) and paste the Airbnb URL calendar link that you copied in Step 1
To export the Ajar calendar to another calendar, follow the steps above and in Step 4, click or tap on Export (instead of Import), then copy the Ajar calendar URL link. Afterwards, paste that link in the calendar you wish to import Ajar’s calendar into.
2 – Manually Blocking Calendar Dates on Ajar
Additionally, you can choose to manually block certain dates at your convenience. Just click on “Block Dates” next to Sync iCal and enter the dates you wish to block.

Available cancellation policies

Hosts can choose from the below Cancellation Policies:

  • Flexible 
    • Free cancellation until 24 hours before check-in (time shown in the confirmation email) minus service fee
    • After that, cancel before check-in and get a full refund, minus the first night and service fee
  • Moderate
    • Free cancellation until 5 days before check-in (time shown in the confirmation email) minus service fee
    • After that, cancel before check-in and get a 50% refund, minus the first night and service fee
  • Strict
    • Free cancellation for 48 hours after booking payment is completed, as long as the guest cancels at least 14 days before check-in (time shown in the confirmation email) minus service fee
    • After that, guests can cancel up to 7 days before check-in and get a 50% refund of the nightly rate, and the cleaning fee, but not the service fee
  • Long-term
    • Automatically applied to reservations of 28 nights or more
    • Reservations are fully refundable for 48 hours after the booking is confirmed, as long as the cancellation occurs at least 28 days before check-in (3:00 PM in the destination’s local time if not specified) minus service fee
    • More than 48 hours after booking, guests can cancel before check-in and get a full refund, minus the first 30 days and the service fee
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