Frequently Asked Questions (FAQs)

Got a question? Quickly find out if we’ve addressed your query below or get in touch with us.

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Sure, once you search, select and request to book a home, you will receive an email confirmation with reservation and payment details. To confirm the reservation, a 50% deposit is required within 2 hours after receiving availability confirmation. The 50% balance is paid at least 48 hours before check in.

In detail, this is how the process goes:

  • For Instantly bookable homes, you will receive an email confirmation with payment details instantly. A 50% deposit is required to be paid within 2 hours after receipt of the email to confirm the booking. The 50% balance is paid 48 hours before check in. For bookings made less than 48 hours before check in, 100% of the total reservation cost should be paid within 2 hours after receipt of confirmation email.
  • For homes requiring a booking request: You will receive availability confirmation and payment details within 1 hour if between 7am to 7pm EAT. A 50% deposit is required to be paid within 2 hours after receipt of the email to confirm the booking. The 50% balance is paid 48 hours before check in. For bookings made less than 48 hours before check in, 100% of the total reservation cost should be paid within 2 hours after receipt of confirmation email.

It’s a breeze. It’s instant if the host has turned on the instant booking feature. Otherwise, once you have searched and requested to book your desired home, we facilitate availability confirmation with the host and contact you with the payment details within an hour if between 7am and 7pm. 

For deposits, balances and host payouts, we are currently only accepting MPESA payments.

It’s easy, find the ‘Host my place‘ button found on the top right side of all pages. Click here to find out more about hosting on Vamos.

It’s simple. Send us photos of your place and links from verified listing sites. Our team will review and get in touch within 24 hours. This can be done through any of our official platforms. 

You will also need to list it here for even more exposure.

For hosts, you can change your payment method through the host dashboard menu.

For guests, you don’t need a specific payment method. Any Mpesa number or credit card can be used to pay for a reservation.

We have an internal messaging system made available on your dashboard. You can easily get in touch before, during and after reservation. For your safety, we advise that you never exchange contacts before a reservation is confirmed.

Booking Questions

No, you can only make changes to reservations already accepted by the host. To make changes to a pending request, you will need to cancel the request and send afresh. 

Cancellations can be done from the reservations section on your dashboard menu. It is FREE to cancel the reservations before you make a payment or before the host accepts the reservation.

Cancellations can be done from the reservations section on your dashboard menu. Select the specific reservation and proceed to cancel.

Please note that cancellations are subject to the host’s policy agreed to before the booking was made. To cancel a custom travel package, our cancellation policy applies. Always contact us immediately you want to cancel, we will assist promptly.

Refunds: When a host cancels on a guest, a 100% Refund is done within 2-24 hours. When a guest cancels the reservation, applicable refunds are made within 7 days after cancellation. The Host’s cancellation policy agreed to before booking applies.

You can view the status of your reservation by going to the reservation section on your dashboard menu. Click on the specific reservation to view the progress.

You will find all your reservations on your reservations section on the dashboard menu.

For homes allowing instant bookings, you will be charged within an hour. 

For reservations not allowing instant booking, you will be charged within an hour after the host confirms availability.

From our 8 years of hosting, we have noted the need to get last minute availability consents from hosts before okaying a booking. This ensures that the calendar is 100% correct. 

Help on your reservations

In the unlikely event that a host cancels your reservation, you are entitled to a FULL Refund as per our terms with the hosts. In collaboration with the host, we facilitate a refund within 4-48 hours after a host cancellation. We highly discourage hosts from cancelling bookings.

Yes, we do assist before, during and after a reservation. We are available to offer support through these channels. We work closely with both the respective host and guest to find an amicable solution subject to terms or as can be jointly resolved.

Contact the host immediately this happens. We are also available to assist should you not get though to the host. 

No, we advise that you wait till the host responds before proceeding to book. You can also contact us to accelerate the response speed.

Head over to the reservation section on your dashboard menu, select the specific reservation and click on the property’s name. You will see the review button below the property’s detail section. Write you review and press send when done. 

Help on Vamos Custom packages: on IG,FB & Vamos App

These are tailor made per person packages available on Instagram & Facebook, Custom Group and Family Trips, Girls Trips, Yacht cruising, Excursions and other Vamos Custom (Vcustom) offers.

It’s simple, flexible and interactive. We will engage you in person, note your preferences and share options with you. You can use any of these channels to reserve:

  • Instagram DM
  • Facebook DM
  • The Vamos Homes App
  • Call/Text/WhatsApp +254740 758 233 or +254713 623 260.

To confirm a booking, a 50% deposit is required to reserve and the balance is paid 2-48 hours before check in.

There are numerous benefits of booking our packages as opposed to room nights. We offer extended support, personalized check in, guaranteed refunds in case of any inconveniences and more. Some of the packages include activities and transfers, saving you cash and the hustle of dealing with too many people.

It could be instant if the host takes instant bookings. For bookings that need a request to be handed in, it may take up to an hour if between 7am and 7pm. We are however flexible to join WhatsApp groups in the case of groups, or wait for you to consult before you book. This is the beauty of the Vamos custom packages.

It’s simple. Send us photos of your place and links from verified listing sites. Our team will review and get in touch within 24 hours. This can be done through any of our official platforms. 

You will also need to list it here for even more exposure.

In the unlikely event that you must cancel, please get in touch with us immediately through any of our official channels. This cancellation policy applies.  

Subject to the cancellation policy, this is how refunds work:

  • If guest cancels subject to terms, refunds are issued within 7 working days.
  • If the host cancels on a guest, a 100% deposit refund is issued to the guest within 2-48 hours after cancellation.

In the case of change in the number of people, there might be a resultant change in cost. For example, 6 people booking a 3 Bedroom apartment later reducing to 4 people needing a change to a 2 Bedroom.

We have more details on this on our terms. The respective agent handling your booking will assist promptly. Please contact us immediately you have a change of plans.

At the moment, we only accept M-Pesa payments for custom packages. 

As soon as you can! The hosts are always getting inquiries and new bookings. Once you have settled on a home, we advise that you book it immediately. We also accept last minute bookings subject to availability.

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