Is it possible to check out after the stated check-out time?
A late check-out in case of accommodation can only be arranged with the partner and usually depends on availability at the time of your stay. You can ask about the possibility at the reception upon arrival.
What's prepayment?
Some partners require a prepayment. The prepayment is an amount charged by the partner, ahead of your stay. The date of the payment, and how much is charged, depends on the partner's prepayment policy.
What taxes and fees are included in my booking?
Kenyageographic.com does not charge a booking fee. Any additional charges or taxes you see are defined by the partner and local tax rules.
Can I pay for my stay with a different credit card than the one used to book?
Very likely, yes. Partners 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 partner.
Why do I need to provide my credit card details?
Partners 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 partner and your card provider.
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 partner 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.
Cancellations
Can I cancel my booking?
Yes! Any cancellation fees are determined by the partner and listed in your cancellation policy. You will pay any additional costs to the partner.
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 partner to confirm they got your cancellation.
If I need to cancel my booking will I pay a cancellation fee?
Cancellation policy varies from partner to partner. Usually you can cancel or change your booking right up to 24 hours prior to arrival time.
You can check what any partner’s policy is, and whether they will charge a cancellation fee, under ‘Policies’. This information is also included in your confirmation email.
Please note that non-refundable and other ‘special deal’ offers can have a different policy. You can see specific policies under the ‘Conditions’ column beside ‘Room Type’.
Where can I find the cancellation policy of the hotel?
Room specific cancellation information is included beside the room type under the ‘Rules’ section. 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.
