Frequently Asked Questions

To make a booking:

1. Search for properties by county or use the search filters
2. Select your check-in and check-out dates
3. Choose the number of guests
4. Click "Book Now" on your preferred property
5. Fill in your details and complete the payment

You'll receive a confirmation email with your booking details.

No, you can book as a guest without creating an account. However, creating an account allows you to:

• Track your bookings easily
• Save your preferences for faster booking
• Receive exclusive offers and discounts
• Manage multiple bookings in one place

The minimum booking period is typically 1 night, but this may vary by property. Some properties may require a minimum stay of 2-3 nights during peak seasons or weekends.

You'll see the minimum stay requirement on the property page before booking.

Yes, you can book a property for someone else. During the booking process, simply enter the guest's details instead of your own.

Make sure to provide the correct email address and phone number for the guest so they receive all booking communications.

We accept the following payment methods:

• Credit/Debit Cards (Visa, MasterCard, American Express)
• M-Pesa (Kenyan mobile money)
• Bank Transfers
• Paystack & Flutterwave

All payments are processed through secure payment gateways.

Yes, your payment information is completely secure. We use:

• 256-bit SSL encryption for all transactions
• PCI-DSS compliant payment processors
• Secure tokenization of card information
• Fraud detection and prevention systems

We never store your full credit card details on our servers.

Payments are processed immediately when you complete your booking. You'll receive a payment confirmation email once the transaction is successful.

For some properties, you may be required to pay a deposit first, with the balance due at check-in. This will be clearly indicated during the booking process.

All prices are shown in Kenyan Shillings (KES). If you're paying with an international credit card, your bank will convert the amount to your local currency at their exchange rate.

Some properties may also display prices in USD for international guests, but all transactions are processed in KES.

Our cancellation policy varies by property. Generally:

• Free cancellation: Cancel up to 48 hours before check-in for a full refund
• Moderate: Cancel up to 7 days before check-in for a full refund
• Strict: Cancel up to 30 days before check-in for a full refund

The specific cancellation policy for each property is displayed on the property page and in your booking confirmation.

To cancel a booking:

1. Log into your account
2. Go to "My Bookings" in your dashboard
3. Find the booking you want to cancel
4. Click "Cancel Booking" and follow the prompts

If you booked as a guest, use the "Track Booking" feature with your booking reference and email to access your booking and cancel.

Refund processing times:

• Credit/Debit Cards: 5-10 business days
• M-Pesa: 24-48 hours
• Bank Transfers: 3-5 business days

The refund will be issued to the original payment method used during booking.

To become a vendor on BookHotels.co.ke:

1. Register for an account and select "Become a Vendor"
2. Complete your vendor profile with business information
3. Submit required verification documents
4. Our team will review your application (1-2 business days)
5. Once approved, you can start listing properties

Required documents for vendor verification:

• Business registration certificate
• Valid ID of business owner/representative
• Tax compliance certificate
• Proof of address for the business
• Photos of your properties (minimum 5 per property)

All documents are securely stored and only used for verification purposes.

After your vendor account is verified:

1. Log into your vendor dashboard
2. Click "Add Property"
3. Fill in property details (title, description, amenities, etc.)
4. Upload high-quality photos (minimum 5)
5. Set your pricing and availability
6. Submit for review (usually approved within 24 hours)

Our standard commission rate is 10% of the booking total. This includes:

• Payment processing fees
• Customer support
• Marketing and promotion
• Secure booking platform
• 24/7 technical support

For high-volume vendors, we offer discounted commission rates. Contact our vendor support team for more information.

To reset your password:

1. Go to the login page
2. Click "Forgot password?"
3. Enter your email address
4. Check your email for a reset link (valid for 1 hour)
5. Click the link and create a new password

If you don't receive the email, check your spam folder or contact our support team.

To update your profile:

1. Log into your account
2. Go to "My Profile" in your dashboard
3. Update your personal information
4. Click "Save Changes"

Vendors can also update their business information in the vendor dashboard.

No, each individual should have only one account. Multiple accounts may lead to:

• Booking conflicts
• Payment processing issues
• Suspension of all associated accounts

If you need separate accounts for business and personal use, please contact our support team for guidance.