Frequently Asked Questions

Quick answers to the most common questions from our guests

Expand All | Collapse All
  • I will be arriving earlier/later than the stated check-in time. Can I still check-in?
     

    You can request an early/late check-in in several ways:

    1. You can specify your intended check-in time while making the reservation.
    2. You can manage your booking online to request a check-in time outside of the standard hours.
    3. You can contact the property directly, using the contact details found in your booking confirmation.

    Please note that the property cannot always accommodate this request; they will be happy to let you have your room early if there is availability, but there may be nobody to welcome you if you arrive late at night at a remote apartment. It's always best to check with the property directly in this case, to avoid any disappointment.

    Was this answer helpful ? Yes(0) / No(0)
    Viewed 351 Times No Comments
  • What are the check-in and check-out times of a hotel?
     

    Check-in and check-out times differ for each hotel. You will find them on the "Hotel Policies" section at the bottom of the hotel page as well as in your confirmation email.

    Was this answer helpful ? Yes(0) / No(0)
    Viewed 333 Times No Comments
  • How do I get more information about the room or hotel facilities?
     

    Room facilities are clearly listed under each room type, to see the full list and photos just click on your desired room type. You can find all of the hotel facilities just below the block of room types under ‘Hotel Facilities’.

    Was this answer helpful ? Yes(1) / No(0)
    Viewed 525 Times No Comments
  • I want to check out after the stated check-out time. What should I do?
     

    A late check-out can only be arranged with the hotel and usually depends on availability at the time of your stay. You can ask about the possibility at the reception upon arrival.

    Was this answer helpful ? Yes(0) / No(0)
    Viewed 120 Times No Comments
  • I want a smoking room however I can only choose a non-smoking room. How can I request a smoking room?
     

    If there are no smoking rooms listed it means that the hotel does not allow smoking in rooms.

    Was this answer helpful ? Yes(0) / No(0)
    Viewed 150 Times No Comments
  • How do I find out if a hotel allows pets?
     

    Pet policies are always displayed on the hotel’s page under "Hotel Policies".

    Was this answer helpful ? Yes(0) / No(0)
    Viewed 138 Times No Comments
  • I am entering my credit card details, when will I pay?
     

    The payment process for your stay varies based on the individual hotel and room type. You can check how you will be charged for your stay in the ‘Hotel Policies’, in the room description under ‘Conditions’ and in your booking confirmation.

    Was this answer helpful ? Yes(0) / No(0)
    Viewed 320 Times No Comments
  • Does the hotel need a deposit or a payment in advance?
     

    Most hotels do not require an advance payment or deposit. If they do you will find the details under ‘Hotel Policies’ on the hotel’s Booking.com page and in your confirmation email.

    Was this answer helpful ? Yes(0) / No(0)
    Viewed 331 Times No Comments
  • Can I pay for my stay in advance?
     

    It depends on the hotel. Please contact the hotel after your booking to be sure, and to make the necessary arrangements. You can find the hotel’s contact information in your confirmation email

    Was this answer helpful ? Yes(0) / No(0)
    Viewed 316 Times No Comments
  • Who is going to charge my credit card, and when?
     

    Generally, the property is responsible for charging your card. If payment is instead handled by kenyageographic.com, this will be stated clearly in your booking confirmation.

    • You can commonly expect to pay upon check-in or check-out at the property. However there are some exceptions, such as those properties that require a prepayment for all or some of the total amount. Again, this will be stated clearly in your confirmation and payment policies.
    • If there is no prepayment policy, it’s also possible that the property may take a test payment from your card before you stay. This is a temporary hold, that’s used to validate your card and guarantee your booking. Unlike a real charge, this test payment will be returned to your card.
    Was this answer helpful ? Yes(0) / No(0)
    Viewed 287 Times No Comments
  • What's prepayment?
     

    Some properties require a prepayment. The prepayment is an amount charged by the property, ahead of your stay. The date of the payment, and how much is charged, depends on the property's prepayment policy.

    Was this answer helpful ? Yes(0) / No(0)
    Viewed 333 Times No Comments
  • What taxes and fees are included in my booking?
     

    Kenyageographic.com does not charge a booking fee. Any additional charges or taxes you do see are defined by the property and local tax rules.

    Was this answer helpful ? Yes(0) / No(0)
    Viewed 219 Times No Comments
  • Can I pay for my stay with a different credit card than the one used to book?
     

    Very likely, yes. Properties usually accept payment for the stay with a different card or cash. To confirm that paying with a different credit card is OK, contact the property.

    Was this answer helpful ? Yes(0) / No(0)
    Viewed 223 Times No Comments
  • Why do I need to provide my credit card details?
     

    Properties request this to confirm your reservation. You may be pre-authorised* to ensure that your credit card is valid and has sufficient funds, or in some cases, your details are used to pay for your stay when you book.

    • *A pre-authorisation is a temporary hold on an amount to ensure your card is valid and has sufficient funds. The amount held will be returned to your account after a certain period of time, which depends upon the property and your card provider.
    Was this answer helpful ? Yes(0) / No(0)
    Viewed 255 Times No Comments
  • The property charged me; what should I do?
     

    Depending on the booking's payment policy this charge may be either of the following:

    • A pre-authorisation, which is a temporary hold on an amount to ensure your card is valid and has sufficient funds. The amount held will be returned to your account after a certain period of time, which depends upon the property and your card provider.
    • A deposit or prepayment, which are required by some properties when you book. This is highlighted in your confirmation email. If you are eligible for free cancellation, this amount is returned to you when you cancel your booking.
    Was this answer helpful ? Yes(0) / No(0)
    Viewed 205 Times No Comments
  • Are taxes included in the price?
     

    This depends on the hotel and room type selected, but it’s easy to see what's included by checking the text under the room name. Tax requirements change from country to country so it's always good to check. You can see more detailed information about what is included in the price by moving your cursor over the text in the column called "Conditions." This information will also be in your confirmation email and at Kenyageographic.com.

    Was this answer helpful ? Yes(0) / No(0)
    Viewed 276 Times No Comments
  • If I need to cancel my booking will I pay a cancellation fee?
     

    Cancellation policy varies from room to room. Usually you can cancel or change your booking right up to 24 hours prior to arrival time.

    You can check what any hotel’s policy is, and whether they will charge a cancellation fee, under ‘Hotel Policies’. This information is also included in your confirmation email.

    Please note that non-refundable and other ‘special deal’ rooms can have a different policy. You can see specific room policies under the ‘Conditions’ column beside ‘Room Type’.

    Was this answer helpful ? Yes(1) / No(0)
    Viewed 341 Times No Comments
  • Where can I find the cancellation policy of the hotel?
     

    Room specific cancellation information is included beside the room type under the ‘Conditions’ column. Please note that with special deals, the cancellation or deposit policy differs from the normal policy, so it’s wise to check both. The specific information, relevant to your booking, will also be included in your confirmation

    Was this answer helpful ? Yes(0) / No(0)
    Viewed 387 Times No Comments
  • Can I cancel or change a Secret Deal or non-refundable booking?
     

    It is not possible to change the dates of stay for ‘Secret Deals’ and ‘Non-Refundable’ bookings because of their special low rates. If you choose to cancel reservations for these rooms, you may incur charges according to the hotel’s policy.

    Was this answer helpful ? Yes(0) / No(0)
    Viewed 125 Times No Comments
  • Can I cancel my booking?
     

    Yes! Any cancellation fees are determined by the property and listed in your cancellation policy. You will pay any additional costs to the property.

    Was this answer helpful ? Yes(0) / No(0)
    Viewed 223 Times No Comments
  • Can I cancel or change my dates for a non-refundable booking?
     

    Cancelling a Non-Refundable booking normally incurs a charge. However, you may have the option to request free cancellation when managing your booking. This sends a request to the property, who may decide to waive your cancellation fee. It is not possible to change dates for a Non-Refundable booking, though it is possible to re-book for your desired dates if your waive fees request is successful.

    Was this answer helpful ? Yes(0) / No(0)
    Viewed 270 Times No Comments
  • How do I know if my booking was cancelled?
     

    After you cancel a booking with us, you should receive an email confirming the cancellation. Check your inbox and spam/junk mail folders. If you don’t receive an email within 24 hours, please contact the property to confirm they got your cancellation.

    Was this answer helpful ? Yes(0) / No(0)
    Viewed 216 Times No Comments
  • Can I make changes to my booking? I.e, change dates
     

    Yes! You can make changes to your booking from your confirmation email or at Booking.com. Depending on the property's policy, you can do the following:

    • Change check-in/out times
    • Change date
    • Cancel booking
    • Edit credit card details
    • Change guest details
    • Select bed type
    • Change room type
    • Add a room
    • Add a meal
    • Make a request
    • Contact the property
    Was this answer helpful ? Yes(0) / No(0)
    Viewed 241 Times No Comments
  • How do I get more information about the room or property's facilities?
     

    You can find the room and property facilities in your booking confirmation.

    Was this answer helpful ? Yes(0) / No(0)
    Viewed 267 Times No Comments
  • I can't find my confirmation email. What should I do?
     

    Be sure to check your junk email folder, in case the email ended up there. You can also re-send your confirmation email from the confirmation page of the relevant booking. If you're still not receiving an email, check which email address your booking is tied to.

    Was this answer helpful ? Yes(0) / No(0)
    Viewed 249 Times No Comments
  • How can I get an invoice?
     

    The property can provide you with an invoice for your stay, so please contact them directly.

    Was this answer helpful ? Yes(0) / No(0)
    Viewed 198 Times No Comments
  • Will I pay the full price for my child(ren)?
     

    Additional costs for children, if any, are not included in the reservation price. Please check with the property directly to see if and when you'll pay for your child(ren).

    Was this answer helpful ? Yes(0) / No(0)
    Viewed 219 Times No Comments
  • Can we get extra beds/cots for my child(ren)?
     

    It depends on the property's policy. Additional costs for children, including extra beds/cots, are not included in the reservation price. Please contact the property directly for this information.

    Was this answer helpful ? Yes(0) / No(0)
    Viewed 228 Times No Comments
  • What is the difference between a Double room and a Twin room?
     

    A Double Room has one double bed and a Twin Room has 2 single beds. If a room is called Double/Twin, it can be set up for either type. The property will do its best to accommodate your needs.

    Was this answer helpful ? Yes(0) / No(0)
    Viewed 226 Times No Comments
  • We have children; can we get extra beds/cots in the room?
     

    Information regarding children and extra beds/cots is located under ‘Hotel Policies’, please take note of the following:

    • Added costs for children, if any, are not included in the reservation price.
    • During the online booking process please place your request for any extra bed/cot in the Special Requests box provided.
    • If you’ve already booked your room, just click on the link provided in your email confirmation and on My Booking.com to request an extra bed.
    • We advise calling the hotel prior to arrival to guarantee your request. You will find the hotel’s contact information in your confirmation email.
    • You can always contact us to confirm availability, before you book.
    Was this answer helpful ? Yes(0) / No(0)
    Viewed 208 Times No Comments
  • What is a "non-refundable" or "free cancellation"?
     

    Every room has a different policy set to it (by the hotel).

    • A non-refundable policy means that a fee will apply if you decide to cancel or make changes to your booking. This fee is mentioned in the room conditions and in your confirmation.
    • Free cancellation means you can change or cancel your booking free of fees, if done within time period set by the hotel. This is written in the room conditions and in your confirmation (for example "Cancel up to x days" or "Cancel before dd/mm/yy hh:mm").
    Was this answer helpful ? Yes(0) / No(0)
    Viewed 220 Times No Comments
  • Can I request an extra bed in my room and will there be extra costs?
     

    Information regarding extra beds is located under ‘Hotel Policies’, please take note of the following:

    1. Added costs, if any, are not included in the reservation price.
    2. During the online booking process please place your request for any extra bed/cot in the Special Requests box provided.
    3. If you’ve already booked your room, just click on the link provided in your email confirmation and on KenyaGeographic.com to request an extra bed.
    4. We advise calling the hotel prior to arrival to guarantee your request. You will find the hotel’s contact information in your confirmation email.
    Was this answer helpful ? Yes(0) / No(0)
    Viewed 135 Times No Comments
  • What does the price include?
     

    All the facilities listed under the room type are included in the room price. To see the facilities, just click on the room name. You can see if breakfast or anything else, such as taxes, are included by rolling your cursor over the text in the column called ‘Conditions’. This information will also be in your confirmation email, and can be found in your account when you sign in. If you don’t have an account, you can set up one here.

    Was this answer helpful ? Yes(0) / No(0)
    Viewed 274 Times No Comments
  • Are the prices shown on Kenyageographic.com per person or per room?
     

    The price we show is for the room for the entire length of the stay, unless otherwise stated in the room type and description.

    Was this answer helpful ? Yes(0) / No(0)
    Viewed 224 Times No Comments
  • Is breakfast included in the price?
     

    This depends on the hotel and the room type. You can see if it is included by checking the text just below the room name. If it is not included you can roll your cursor over the text in the column called ‘Conditions’, to find out if it is available and what, if any, the additional costs are. This information will also be included in your confirmation email and in My kenyageographic.com.

    Was this answer helpful ? Yes(0) / No(0)
    Viewed 254 Times No Comments
  • Do I pay a reservation fee to Kenyageographic.com?
     

    No, we do not charge any fees at all.

    Was this answer helpful ? Yes(0) / No(0)
    Viewed 226 Times No Comments
Still need help?
Top