Availability

How can i check hotel availability?

Due to the high volume of reservations, our consultants are unable to do individual availability checks for clients. We only process firm hotel reservation requests.
When browsing our database, you will find the “Select”, “Reserve”, “Checkout” and “Continue” buttons as actions during the booking process. If the button is GREY, it means the hotel is currently available with instant confirmation for at least one room, and once you submit your request, you will receive confirmation immediately. If the button is BLACK, it means that we need to send the reservation to the hotel and request confirmation.
Kindly note that if you are booking more than one instant confirmation room for the same hotel, the booking may revert to being on request and take 1-2 days to confirm the availability.
To allow us to proceed with your request, we require you to submit a reservation form with your credit card details. Please note, we request your credit card details as a form of security ONLY. It will not be charged until the booking is confirmed by the hotel to us.

When I search for a hotel, all hotels come up as being “Unavailable”. Why is that?

The hotel is fully booked for at least one of the dates you selected. The reasons for this may be the following: We cannot accept reservations where the check-in date selected does not allow enough time to process your request. We can only accept bookings seven nights ahead of the expected check-in date. If the check-in date selected falls inside the above cut-off, all hotels will be shown as Unavailable.
The hotel selected has a “minimum night stay” policy. I.e. The minimum length of stay allowed is two nights and you have selected one night.
The hotel is fully booked and has no rooms available for at least one of the dates you selected. This usually occurs during peak season or special events e.g. New Years Eve, local festivals or conventions

I just reserved a hotel with a ‘BLACK’ button, why haven’t I received an immediate confirmation?

The hotel is unable to send confirmation for at least one of the dates you selected. The reasons for this may be the following:

  1. The hotel’s booking confirmation system is not online, this may be due to the following: · System maintenance · Server unavailability.
  2. The hotel selected has a “minimum night stay” policy. I.e. The minimum length of stay allowed is two nights and you have selected one night.
  3. The hotel is fully booked and has no rooms available for at least one of the dates you selected. This usually occurs during peak season or special events e.g. New Years Eve, local festivals or conventions.
  4. There may be problems processing your credit or debit card.

Booking Information

I have submitted my reservation form and credit card – what happens now?

Once you submit your reservation form and credit card information, your accommodation request will be processed as quickly as possible. However, some delays may occur due to our supplier hotels’ processing requirements. Depending on the destination, this may take from 1 to 3 days. If the hotel you chose is available for the dates you specified, your booking will be finalised and your credit card will be charged. If you wish to cancel your booking after this, you will incur a cancellation fee – see booking conditions. If the hotel is not available, we will contact you with a suitable alternative and no payment will be incurred.

How long will it take to confirm my booking?

Below is the usual response time taken to confirm a reservation:
1 day – for hotels in Nairobi and Mombasa up to 2 days – for hotels in other locations. You can check on the Current status of your booking request at ANY TIME, through our View/Amend/Cancel Your Booking form. You can visit this page at any time to see the real-time status of your request, and to amend/cancel your request, if required.
Disclaimer: Whilst we endeavour to process your booking request according to the guidelines shown above, occasionally we are unable to finalise your request within this time limit. Some of the reasons for delays in replying include public holidays and time zone differences.

How can I amend or cancel my booking?

Should you wish to amend or cancel your existing booking, please use our View/Amend/Cancel Your Booking form. You can also email us through our Email Support Form (make sure you select “amendment/cancellation request” and include your Booking ID). One of our reservation consultants will get back to you with a response as quickly as possible.
Please note: an amendment or cancellation fee as well as the hotel’s cancellation policy will apply – see booking conditions.

What is the CONFIRMATION / ACCOMMODATION VOUCHER?

This is confirmation of your payment to us. Once your request is confirmed we will send you an email with a link to your Voucher. Please print out a copy and keep this document safe. You will have to present it at the hotel during check-in procedures. Should you lose or damage the voucher, please re-visit the link and print another copy of the Voucher. If you have any further problems you must contact us immediately and we will assist you.

Once my booking is confirmed, how do I access my Tax Invoice/Receipt?

As soon as your reservation has been confirmed and charged, we will send you an email containing a link which you need to click to access your booking page. Once open, at the top of the page you will see a new link to your Confirmation/Accommodation Voucher. At the bottom of the same page please click on the link to view your Tax Invoice/Receipt.

What happens if there is a problem with the hotel when I arrive?

The first step is to contact the Reception desk at the Hotel. If you continue to have problems that require our attention and cannot be solved by you at the hotel, please telephone our nearest customer service office as soon as possible.

I have lost my voucher, what do I do?

To get another copy of your voucher, please go to our View/Amend/Cancel Your Booking form. Once you enter your Booking ID and the email address used when making the booking, you will be able to access a page where you can print another copy of your voucher. If you have lost your booking ID, please contact us through our Customer Service Centre and we will resend it.

How do I check on my booking for a hotel?

You can check the status of your existing booking in two ways.
Firstly, as soon as we receive your Reservation Form with your booking request, you will be sent an email letting you know we have received your request. The email we send has a link to our “View/Amend Your Booking” page, which describes what we are Currently doing with your request, and if it is confirmed. The “View/Amend Your Booking” feature lets you see what’s happening with your request instantly. Secondly, you can also click on the Contact Us link above and send us your Booking ID with your requirements, we will respond to you by email as soon as we can.

You sent my Confirmation Voucher to me, but when I called the Hotel directly to check on my booking, the Hotel informed me they were not holding a room for me. What do I do now?

Some of the Hotels with which we book accommodation for our clients, have allotted a number of rooms to our company each day. We then allocate your Name list to these available rooms. We keep all your details on file, until we submit the full Name lists and details of each booking, a set number of days before the check in date. So please do not be alarmed if the Hotel does not have your booking details, as they are on file, and will be submitted closer to your check in date. If you have any queries regarding your booking, please contact our Customer Service Centre using the Customer E-mail Support Form.

How can I request an early check in or a late check out?

If you want to request an early check in or a late check out, please include the information in the ‘Comments’ section when filling out the reservation form.

What are your booking conditions?

To read our Booking Conditions, please click here.

Payment

Is it safe to use my credit card to make a reservation and payment?

JourneyKenya.com uses the Secure Sockets Layer (SSL), an advanced security protocol that protects your information and ensures secure online ordering. SSL Internet connections are encrypted, and thus protect all ordering information, including your name, address and credit card number, so no one can read it in transit. Once you enter the Checkout process, your connection to our server becomes secure. We use secure technology, privacy protection controls, and restrictions on employee access, to safeguard your personal information. JourneyKenya.com also has a digital certificate from GeoTrust, an industry leader in the protection and management of data transmission and storage. Your credit card details are encrypted onto our database using 256 bit SSL (Secure Socket Layer). It is stored securely at all times and will never be shared to unauthorized third parties.

Do I have to send my credit card details online?

We encourage all our clients to submit their credit card information via our secure online credit card form. This makes it easier for us to process your booking requests quicker and more efficiently.

When will my credit card be charged?

If your booking has Instant Confirmation, your credit card is charged for the full amount immediately after you submit the credit card form, and the Confirmation/Accommodation Voucher is then sent to the email address you specified. If the booking is on request, pending confirmation from the hotel, or we are waiting for an answer from you regarding your request, your credit card is charged ONLY when we receive confirmation from the hotel or yourself. Please note that if you are booking more than one Instant Confirmation room, your reservation may revert to ‘on request’ basis as we may only have one guaranteed room with the hotel.

Can I pay with more than one credit card?

No. Currently, you are unable to provide payment with multiple credit cards. If you wish to alter a credit card after it has been charged, and the booking completed, a fee will apply – see booking conditions.

I don’t have a credit card, can I pay cash on arrival?

We do not accept payment by cash on arrival at the hotel. All bookings through our service require pre-payment by credit card only.

Which credit card types do you accept?

The cards we accept are: American Express, MasterCard, Solo, Switch, Visa, Visa Electron Please note that if you provide an American Express credit card for payment of your booking, the transaction may be charged in a different currency to the one in which your booking rates were quoted. The cost of your booking is converted using our bank’s exchange rates on the day of the transaction.

Once my booking is confirmed, how do I access my Tax Invoice/Receipt?

As soon as your reservation has been confirmed and charged, we will send you an email containing a link which you need to click to access your booking page. Once open, at the top of the page you will see a new link to your Confirmation/Accommodation Voucher. At the bottom of the same page please click on the link to view your Tax Invoice/Receipt.

Hotel Facilities and Room Information

What is the cost of car parking at the hotel?

All the information that is available to us about facilities at the hotel is displayed on the website. For information not already stated on our website regarding room facilities or hotel facilities, please contact the hotel directly. The contact information will be displayed on your check-in voucher.

Do you organize airport transfers with my accommodation?

If you are interested in booking airport transfers, please visit our transfers page. Additional charges will apply. Standard room rates do not include costs of airport transfers, unless otherwise stated.

Where can I find contact details for a hotel?

Once a booking has been confirmed, we issue the Confirmation/Accommodation Voucher, which also states all the hotel’s contact details.

How do I find directions to the hotel?

The location information of the hotel is listed on the hotel description page. This can also help identify the distance from the hotel to certain landmarks or the airport.

Could you send me maps and/or other information about the hotel?

All the information regarding the hotel (such as facilities and rates) is located on each hotel’s web page. For additional information, you may contact the hotel directly.

Is breakfast included in the room rate?

Many hotels include a buffet or continental breakfast as part of their room rates, while others offer breakfast as a separate service. This information can be found on the hotel’s reservation web page in the Prices section.

Do I need to add Breakfast to my Itinerary if the room type I booked says it includes breakfast?

If the room type that you book is, for example, “Standard Room including Breakfast”, breakfast does not need to be added to the Itinerary. If it states that it includes breakfasts for up to 2 guests, and there are more than 2 guests staying, you will need to add any extra breakfasts to the Itinerary if required.

How can I add my Hotel to your website listing?

Please complete the following form and one of our product development staff will contact you about the requirements to list your property on JourneyKenya.com: “50”click here.

Pricing/Rates Information

There are no rates for the dates I require or rates appear as “On Request”. What do I do now?

If the rates for date(s) you require are not listed on our site then we cannot quote you a rate as yet, since the hotel has not provided them. As new rates are finalised, they are posted on our website. When a rate shows on our website as “On Request”, it is usually during peak periods, such as public holidays, special events, or conferences/exhibitions. Once the hotel confirms your reservation you will receive a confirmation voucher and only then will your credit or debit card be charged.

Is the room rate per person or per night?

All room rates are per room per night, unless specified otherwise. The rates are not applicable during Christmas and New Year’s Eve and other special events and are subject to change. The price is guaranteed upon receipt of final payment. All rates are as per this website.

Are taxes included in the rate?

ALL taxes and charges ARE included in the room rate.

Membership Information

How do I become a member?

JourneyKenya.com Membership is FREE! There are no joining or subscription fees and the program is open to any individual, corporation or club/society. You can simply register by:

  • Filling in and submitting the JourneyKenya.com Registration Form or
  • Making at least ONE confirmed reservation request through JourneyKenya.com. Membership details will be sent directly to you. Either way, you will be able to log-in and book as a Member immediately and start receiving travel deals.

I have lost my Membership log-in details, how can I receive a reminder?

Simply click “Forgot or don’t have a password?” on the “57”Sign in page, and your password will be emailed to you. Please ensure you provide the name your Membership account is registered under, as well as the email address used when you initially joined.

I have a new email address. How do I update my personal details?

Please Sign-in at the top of each page, using your original email address and password. You will then need to click ‘My Account’ in the header section of the page. Then Select ‘Change email settings’ within the ‘My Account’ page. Once changes are complete, simply click on the ‘Submit button.

Security and Privacy

Why do I need to provide my personal details to JourneyKenya.com?

We ask for your details as they are required for completing your hotel reservation or when you are signing up as a new member. Your personal information will stay safe and secure. It will only be disclosed to the service provider such as the hotels or transport company, in order to process your reservation.

How can I be assured that my personal data is secure?

Your personal information is safe and secure. It will only be disclosed to third parties such as hotels only as part of the transaction you make with us. We do not sell or trade personal information for marketing purposes. See our Privacy Policy for further details.