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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Certainly, to confirm your reservation, you’ll need to pay a 50% deposit within 2 hours of receiving availability confirmation.

The remaining balance is due at least 48 hours prior to check-in.

For instantly bookable homes, full payment confirmation is required immediately. For homes requiring a booking request, payment must be made within 2 hours of email confirmation.

If your booking is made less than 48 hours before check-in, full payment is required within 2 hours of confirmation.

You can instantly book some homes. For others, we’ll confirm availability and send payment details within an hour if it’s between 7am and 7pm.

At present, we receive deposits, balances, and host payouts via MPESA, PayPal, and card payments.

Hosts can modify their payment method by accessing the host dashboard menu.

As for guests, any Mpesa number or credit card can be utilized for payment without the need for a specific payment method.

Our messaging system allows guests to communicate with hosts before, during, and after reservations. To protect your privacy, we recommend not sharing personal contact information until after a reservation is confirmed.

Ready to host your place? Simply click on the ‘Host my place’ button located on the top right side of all pages. For more information, click here.

Want your place featured? Share photos and verified listing links with us. Our team will review and respond in 24 hours. Also, list it here for extra exposure.

 

Questions about Booking

To check your reservation status, access the reservations section on your dashboard menu and click on the specific reservation.

Changes only possible for accepted reservations. Pending requests need to be cancelled and resent.

If you’ve booked a home that allows instant bookings, you’ll be charged within an hour. For reservations that don’t have instant booking, you’ll be charged within an hour after the host confirms availability.

Our 8 years of hosting have shown us the importance of verifying last-minute availability with hosts before approving bookings. This helps us maintain up-to-date calendars for our guests.

Easily cancel reservations for free on your dashboard before payment or acceptance.

You can cancel reservations from the reservations section on your dashboard menu. Select the specific reservation and proceed to cancel. Keep in mind that cancellations are subject to the host’s policy, which was agreed upon before booking.

If you need to cancel a custom travel package, our cancellation policy applies. Contact us immediately if you need to cancel, and we will assist you promptly.

As for refunds, if a host cancels on a guest, a 100% refund is issued within 2-24 hours. If a guest cancels the reservation, applicable refunds are made within 14 days after cancellation, subject to the agreed-upon cancellation policy.

Need help with your reservations?

You can review a place you’ve stayed by accessing the reservation section on your dashboard menu, selecting the reservation, clicking on the property’s name, and leaving a review in the review section.

If your host cancels your reservation, you will receive a full refund in accordance with our terms with hosts. We work with the host to facilitate the refund, which is processed within 4-48 hours after the cancellation. Please note that we strongly discourage hosts from canceling bookings.

We offer assistance throughout your reservation. Contact us for support via available channels. We collaborate with hosts and guests to find a solution.

It is not recommended to book without hearing back from the host. Wait for their response or contact us for assistance in expediting the process.

You should contact the host promptly in case you forget anything at the place you stayed. If you can’t reach the host, we’re here to assist you.

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

Personalized travel experiences designed for specific groups or individuals. We offer a range of packages including Custom Group and Family Trips, Girls Trips, Yacht cruising, Excursions and other Vamos Custom (Vcustom) offers. You can find more information about these packages on our Instagram, Facebook or Mobile App

Booking through our packages offers several advantages over booking individual room nights directly with the host. You’ll benefit from personalized check-ins, extended support, guaranteed refunds, and more.

Some of our packages even include activities and transfers, providing a more convenient and cost-effective option.

Reserving a custom package is an easy and interactive process. We will discuss your preferences with you and share available options.

You can reserve through various channels, such as Instagram DM, Facebook DM, the Vamos Homes app, or call, text, or WhatsApp at +254740 758 233 or +254713 623 260.

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

Booking time varies based on host’s acceptance of instant bookings or need for booking requests. Usually, it takes an hour to book between 7am-7pm.

We provide flexibility like joining WhatsApp groups for group bookings or waiting for consultation before confirming. Vamos custom packages are highly personalized and flexible.

It is recommended to book as soon as possible, as hosts receive many inquiries and new bookings. Once you have chosen a home, we advise booking it immediately. We also accept last-minute bookings based on availability.

Only M-Pesa payments are currently accepted.

If the number of guests changes, the cost may be adjusted accordingly. For instance, a booking for a 3-bedroom apartment made by 6 people might need to be changed to a 2-bedroom apartment if the number reduces to 4.

Our terms provide more information on this. If you have a change in plans, please contact us right away and the agent handling your booking will assist you promptly.

 

If you need to cancel a custom package, please contact us immediately through our official channels. Our cancellation policy applies in this situation.

Refunds for cancellations depend on the cancellation policy. If the guest cancels, refunds are issued within 14 working days.

If the host cancels on a guest, a 100% deposit refund is issued to the guest within 2-48 hours after cancellation.

 

 

Send us photos and verified listing site links. Our team will review and contact you within 24 hours. You can use any of our official platforms. Listing on our site will increase your property’s exposure.

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