Help center
Frequently asked questions
Quick answers for guests and property owners. Still need help? WhatsApp us anytime.
How do I book a KayStay property?
Book direct via the Book a Stay menu for Metropole (Ho Chi Minh City) or Premier Village (Da Nang). You will receive a confirmation email with a link to complete self check-in at kaystay.com/checkin.
When do I receive check-in details?
After you complete identity verification in our check-in portal, your unit and smart-lock code unlock automatically at 10:00 AM on your arrival day—or as stated in your welcome message.
Is WhatsApp support included?
Yes. KayStay Concierge on WhatsApp is complimentary with every stay—for questions, local tips, and simple arrangements. Paid add-ons such as airport transfers or a private Butler can be booked on our Enhance your stay page.
What is Stay Credit?
Stay Credit is a promotional balance issued by KayStay. Check your code and balance at kaystay.com/credit. Terms and expiry dates are shown with your credit.
Can I request early check-in or late checkout?
Yes, subject to availability. Browse arrival and flexibility add-ons on the Enhance your stay page, or message us on WhatsApp before your trip.
What are KayStay management plans for owners?
We offer tiered partnerships—from distribution-only to fully passive management with optional revenue guarantees. Compare plans on our homepage or email partner@kaystay.com for a tailored proposal.
How do cancellations work?
Cancellation terms depend on your booking channel and rate plan. Refer to your confirmation email or contact us on WhatsApp—we will confirm the policy that applies to your reservation.
Where are KayStay properties located?
Metropole Luxury Residence by KayStay is in Thu Thiem, Ho Chi Minh City. Premier Village Da Nang by KayStay offers private pool villas near My Khe Beach in Da Nang.