FAQ’s

Making a booking

  • Can I book a room or rooms for a group of people? You can book up to 8 rooms online.
    Go to msafiri.co and enter your travel criteria in the “search for hotels” box.
  • Can I book an accommodation for day use?
    No, bookings are for one-night minimum stays only. We currently do not support the booking of hotel facilities or meeting rooms, conference rooms, business center or any other facilities.

Confirmation

  • How do I know if my reservation is confirmed?
    As soon as you have completed the booking process, you will receive a msafiri ID number as confirmation. We will also send you a confirmation email and voucher with all your booking information.

Pricing

  • What is included in the room price?
    All facilities listed under the room type are included in the room price. To see the facilities, click on the room name. You can see if breakfast or taxes and such are included. This information will also be added in your confirmation email and voucher.
  • How do I know the price of my booking?
    Once you have entered the dates of your stay, the available accommodation types are listed, with the rates clearly displayed next to them. You might see that the same accommodation type has a different rate based on different conditions, such as occupancy or inclusions or booking conditions.
  • Are taxes included in the price?
    You will see the total inclusive price prior to confirming your booking. Display settings may vary, but this will at the latest show on the final booking page. This information will also be in your confirmation email and voucher.
  • Is breakfast included in the price?
    That depends on the hotel and the room type. You can see if it is included by checking the text just below the room name. This information will also be included in your confirmation email.
  • Do I pay the full price for my child(ren)?
    Information regarding children is located under ‘hotel policies’, and added costs for children, if any, are not included in the reservation price.

Searching

  • Can I search by price?
    Yes! Search as usual for a destination with your travel dates. Once you have your search results, sort the results by ‘price’.
  • I’m looking for an accommodation suitable for my family. How do I find it?
    When entering your destination in the search box, you can indicate the number of guests (adults and children) you are travelling with. The results shown will then be limited to those that can match your specific requirements.
  • What if I need a specific type of accommodation (non–smoking, wheelchair friendly, etc.)?
    You can always use one of the filters to find the accommodation which have specific facilities you require. If you are still not able to find the right accommodation for you please contact us and we will be happy to assist you.

'Book now, pay now'

  • Book now, pay now.
    You can pay for your hotel booking online using a debit or credit card (Visa and MasterCard). You will pay in full and in the local currency of the website.
  • Troubleshoot and declined payments
    If your payment was declined, it may be due to one of the following reasons:You exceeded your card limit. Confirm the card has enough funds available (either check your account balance or contact your card issuer), or try an alternate card.You entered a typo in the payment details, such as an incorrect billing address, card expiration date or CVV. Verify your information and try again.You entered an unsupported payment method. Check on the payment page whether your payment method is accepted. We currently only support Visa and MasterCard.Your card issuer couldn’t authorise your transaction due to a technical glitch. Contact your card issuer and/or try again.The card issuer noticed a charge that doesn’t fit your normal spending pattern and blocked the transaction to protect you. Contact your card issuer to unblock the transaction and try again.

'Book now, pay later'

  • ‘Book now, pay later’
    Upon completion of your booking for a pay later hotel, your booking is secured with the hotel. In order to confirm your booking, you must complete full payment of the booking amount before the due date specified on your confirmation email and on the booking page. Payments can be processed via the link in your email, on web, through the app or directly through our call centre via credit card, debit card.

Currency Conversion

  • Based on the web or app country selected, you will be charged in the local currency of the respective country.
    msafiri.co payments are in Kenya Shillings
  • Any currency that does not correspond to the local currency of the point of sale is for display purposes only. You will be charged in the local currency above. However, should you decide to pay with a credit card from a foreign bank institute, additional charges may apply, according to your bank’s policy.

Rooms

  • 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.
    We advise calling the hotel prior to arrival to guarantee your request. You will find the hotel’s contact information in your confirmation email.
    If you’ve already booked your room, you can always contact us and we will place the request and check the availability of the extra bed/baby cot for you.
  • What’s 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.Please be advised that bedding preference is always subject to availability at the hotel.
  • What is a “non-refundable” or “free cancellation” room type?
    Every room has a different policy set 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 booking confirmation e-mail and voucher.Free cancellation means you can change or cancel your booking free of penalties if done within a time period set by the hotel. This is mentioned in the room conditions and in your confirmation (for example “cancel within 2 weeks of booking” or “cancel before dd/mm/yy hh:mm”).
  • How do I find out the number of bedrooms in an apartment/suite?
    The number of bedrooms should be clearly stated in the room description. If you have already made your reservation you can contact the hotel directly with the contact details provided on your confirmation email or voucher.

Facilities

  • How do I know if the hotel has parking facilities and how can I reserve them?
    Under ‘hotel facilities’ you can see whether or not the hotel has parking and if any restrictions apply. If the hotel requests that you reserve parking, please contact them directly ahead of time, with the contact information provided in your booking confirmation and voucher.
  • Can the hotel store my luggage before check-in or after check-out?
    If the hotel has a luggage storage facility it will be displayed on the hotel’s page under “hotel facilities”. For more information regarding the hotel’s facilities on luggage storage please contact the hotel directly using the contact details provided after completing the booking.
  • How do I find out if a hotel has a certain facility (such as a lift)?
    Under ‘hotel facilities’ you can see a list of all the hotel’s facilities, activities and services.
  • 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 section of room types under ‘hotel facilities’.
  • Are the amenities in the room that I have booked guaranteed?
    Yes, the room facilities listed under each room type are guaranteed by the hotel. In case some of the room facilities are not available during your stay, it is advisable to contact the hotel management and lodge your grievance.
  • Can I search for accommodations that have facilities for people with disabilities?
    Yes, you can. When you enter a location and start your search you will see a list of properties. Look for the list of filters on this page, and you can choose to filter your results by ‘facilities for disabled’. The results will filter accommodations that can meet your needs. You can always call us at +254 20 7866773 to confirm availability before booking.

Special Requests

  • Where can I find the contact information for the property?
    If you have a question for a property before you book, please see the information under the policies and facilities of that property on our website. If you do not find your answer there, please contact customer support, and we will be happy to assist you.
    Once you have booked, you can see the property’s contact details in your confirmation email.
  • How can I make a special request? For example: a room with sea view, twin beds, room on a certain floor or dietary needs?
    During the booking process you can enter any special requests into the ‘special requests’ box. We will then forward this request to the accommodation along with your booking details. Please note, the acceptance of this request is at the sole discretion of the accommodation, based on availability.
  • 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 accommodation does not allow smoking in rooms. However, the hotel may have designated smoking areas.
  • How do I find out if a hotel allows pets?
    Pet policies are always displayed on the accommodation’s page under “hotel policies”. If you are still unsure, please contact the accommodation directly.
  • How do I know if my reservation is confirmed?
    As soon as you have completed the booking process, the confirmation page appears. This page shows all of your reservation details, including the tajawal ID. We also send you a confirmation email and voucher with all your booking information.
  • I have booked a hotel but I did not receive a confirmation by email. What do I have to do?
    Please check your inbox and the spam/junk folders carefully of the email address you provided when making the booking. If you still cannot locate your confirmation email, please contact our customer support team and we will gladly help you out.

Cancellations and changes

  • How can I cancel or change my reservation on msafiri?You can contact us and we will be happy to assist you.Please remember to check the hotel’s cancellation policy before making any changes to your booking. Non-refundable rooms and other special deals can have a different cancellation policy. Room-specific cancellation information is included beside the room type under the ‘conditions’.
  • Can I cancel or change a ‘special offer deal’ or a ‘non-refundable’ booking?
    It is not possible to change the dates for ‘special 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 accommodation’s policy.
  • How do I know that my booking has been cancelled?
    Once you have cancelled your reservation you should receive an email confirming the cancellation. Please check your inbox and spam/junk mail folders. If you don’t receive an email please contact us and we will gladly assist you.

Directions

  • Where can I find the address of the hotel?
    You can see the hotel’s address at the top of the hotel’s page on msafiri’s website. It is also included in your booking confirmation email and voucher.
  • Where can I get directions to the property?
    The full address of the property is listed in your confirmation email and voucher, so you may enter it into your personal navigation device.

Refund

  • Is my room refundable?
    Most hotel rooms are fully refundable if you cancel before the hotel’s cancellation deadline, which varies across accommodations.Some hotel rooms are non-refundable.If you cancel a non-refundable accommodation booking, or cancel your booking after the accommodation’s cancellation deadline, you are not eligible for a refund, regardless of the payment method used.
  • How long does it take to process this refund?
    We usually process the refund within 4 working days from the cancellation request. However, it may take longer to reflect in your account statement as this depends on your bank. We’ve noticed that it takes about 15-20 working days at the latest for most refunds to be transferred back to their respective accounts. If you still haven’t received your refund, please contact our customer support team and they will be happy to assist you.
  • It’s been weeks since I cancelled my booking but I still haven’t received my refund. Help!
    We’re extremely sorry for the inconvenience. Sometimes a transaction reversal can take longer than expected. Please contact our customer support team and they will be happy to assist you.

Book now and card usage

  • The accommodation has charged my credit card. What should I do?
    If you feel you have been charged in error, our customer support team will find the best possible solution for you. Please contact us with your tajawal ID and details of the charge made, and we will be happy to assist you.
  • Can I make a reservation for myself using someone else’s credit card?
    Yes, you can but only if you have permission from the card holder. The accommodation may require authorisation from the card holder. Please also note that in the case of a ‘no-show’ or late cancellation, any penalties will be charged to the card provided.
  • The credit card that I used to make a booking is no longer valid. What should I do?
    Please contact the accommodation directly. You can find their contact information on your confirmation email or voucher. The accommodation will assist you with this.
  • Can I pay for my stay at the hotel with a different credit card than the one used to make the reservation?
    In most cases, the hotel will accept payment for the stay on a different card or in cash. Please ensure that the new card or cash is accepted by the hotel.

Packages Terms & Conditions

  1. Cancellations can be requested by contacting our Customer Support Team at +254 20 7866773.
  2. Cancellations are accepted up to 7 days prior to departure.
  3. The flight part & insurance for the holiday package is not refundable after the booking is paid and confirmed.
  4. Land services (Hotel, Transfers, Tours, Excursions):
    -fully refundable up to 14 days prior to the departure date.
    -subject to a fee of 50% of the total amount from 7 to 14 days prior to the departure date.
    -subject to a fee of 100% of the total amount from less than 7 days prior to the departure date.
    -subject to a fee of 100% of the total amount in case of no show and early departure
  5. Rates are subject to availability at the time of booking.
  6. Flight times may result in you arriving early to or departing late from your hotel. Our travel consultants will let you know flight times when you book so you can make suitable arrangements.
  7. Msafiri reserves the right to modify or change the hotel in your reservation to another hotel from the same category in any force major cases (overbooking, blackout dates).
  8. All flights are subject to the airline’s conditions of carriage.
  9. Msafiri does not take any responsibility for the VISA services for this package. The customer needs to ensure that he/she is carrying relevant immigration documents on his/her own.

Modification of Terms

  • Msafiri Relier tries to ensure that the information contained on the website is as accurate as possible. However, inaccuracies may arise from time to time. The website and/or any of its sister companies accept no responsibility for any errors in the information contained on Msafiri website.
  • The website contains information about the products and services Msafiri and/or any third party is offering. This information and all other material on the website are provided in good faith. By using the website, you agree and acknowledge that the website may update, change or amend the Terms and Conditions and Customer Care Policy and/or other information provided on the website at any time without advance notice. Changed terms and conditions will become effective once posted on the website, and will not have any retrospective effect on existing contractual arrangements made through the website. You should read these terms and conditions every time you visit the website to ensure that you are aware of all the relevant terms and conditions. Accordingly, your continued access and use of the website after any change is deemed to be your acceptance of the modified terms and conditions.

Value added tax (VAT)

Value added tax (VAT) is a tax on the consumption or use of goods and services levied at the point of sale. This form of indirect tax is applicable from 1st January 2018, on selected products and services that can be purchased on our website, as per the UAE law. For more information, please visit our FAQs here.

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