bookings and hotels

 Quotes & Pricing

Can I send a single quote that includes different room types for different guests?

Yes, this is supported. To quote multiple room types in a single booking, select one traveller and then add each room type required — for example, a master ensuite, a standard single, and a twin room for three guests. The quote will reflect all selected room types, each with its own rate and guest allocation, combined into one document for the customer. Note that the multi-room selection experience is still being improved, so the current flow requires rooms to be added individually under one customer record before the quote is generated.

Can I edit a quote after it has been sent to a customer?

No. Once a quote has been sent, it cannot be edited. If the customer requests a change — such as a different room type or new dates — generate a fresh quote. Be aware that since pricing is pulled in real time, the rate on the new quote may differ from the original.

How long is a quoted price valid for?

Quoted prices are not locked or held. Hotel rates are sourced in real time and can change between the time a quote is sent and the time the customer pays. Advise your customers to confirm and pay as soon as possible to secure the rate shown on the quote.

Is there any guidance on how much markup I should apply?

There's no fixed limit — markup is entirely at your discretion. That said, it's worth keeping your pricing competitive. Customers today can easily check hotel rates on comparison platforms, so a markup that's too high may cost you the booking. A good markup reflects the value you bring — personalised service, itinerary support, and the convenience of having everything managed in one place. For corporate clients and repeat bookings, setting a consistent and reasonable markup also helps build trust over time.

Payment & Checkout

What payment methods are available and how does checkout work?

The platform supports card payments, mobile money, and wallet-based settlement for agencies with a pre-loaded balance. The options available to you depend on your account setup and the booking currency. At checkout:

1. Review the final price — this includes the hotel rate, the platform markup, and any markup you applied.
2. Confirm or enter guest details if not already captured.
3. Process payment — once confirmed, the booking is submitted to the hotel provider.
4. A confirmation reference is generated and stored against the booking.

What should I do if a payment fails?

If a payment fails, the booking is not confirmed and no voucher is generated. Ask the customer to check their card details and try again. If the problem continues, contact the support team before retrying to avoid any duplicate charge attempts. No funds are taken on a failed transaction.

Does the guest name entered at payment appear on the voucher?

Yes. The guest details captured at the payment stage — including the name — are what appear on the hotel voucher. Make sure the name entered matches exactly what's on the guest's identification, as the hotel may verify this at check-in.

Can I update guest details after a booking is confirmed?

Guest details can be viewed and edited directly on the platform. However, changes to the number of guests, room type, or dates cannot be made once a booking is confirmed.

Cancellations & Refunds

How do I cancel a booking and what refund can the guest expect?

Cancellation terms are set by the individual property and vary by room rate. Every rate falls into one of three categories: free cancellation before a stated date, a partial charge after a certain point, or non-refundable from the moment of booking. The applicable policy is shown at the search and quote stage before payment is made. To cancel:

1. Check the cancellation policy on the booking — the terms and any applicable charge window are visible on the bill.
2. If the booking falls within the free cancellation window, the cancellation can be initiated through the platform.
3. If a charge applies, the refund amount is determined by the property's terms and returned via the original payment method.
4. For any disputed charges, raise this with the support team along with the booking reference.

Non-refundable rates are usually priced lower and are clearly marked. Always ensure your client understands the cancellation terms before payment is processed.

Do cancellation policies differ depending on which provider the hotel is sourced from?

Yes. The cancellation policy is set by the individual property, not by the platform or the inventory partner. This means policies can vary not just by provider but by property and room type within the same search. Always check and communicate the specific policy to your customer before confirming the booking.

Vouchers & Post-Booking

How do I get the hotel voucher after payment?

Once payment is confirmed, the voucher is available to download manually from the bill section of your dashboard. Go to the booking, open the bill, and download the PDF voucher from there. You can then share it directly with your guest.

Can I re-download or resend a voucher after the booking is confirmed?

Yes. Vouchers remain accessible from your dashboard at any time after the booking is confirmed. You can re-download or reshare the voucher whenever needed.

Inventory & Availability

What happens if a hotel appears available in search but cannot be confirmed at payment?

Hotel availability is shown in real time, and rooms can be taken by another booking between the time you search and the time you pay. If this happens, the payment will not go through and you'll receive a failure notice. Return to the search, look for alternative availability at the same property or nearby, and rebuild the quote. No charge is applied if the booking does not confirm.

What should I do if a search returns no results?

Try widening the search area, adjusting the dates slightly, or relaxing the filter settings. If a destination consistently returns nothing, there may be a genuine inventory gap for that market and you should advise your client accordingly.

Are there restrictions on how far in advance or how last-minute a booking can be made?

Check-in dates must be in the future — past dates won't return results. Beyond that, booking windows vary by property and rate. Some promotional rates have a minimum advance booking requirement, which is shown in the rate details before you commit. Same-day and next-day bookings are generally available where the property has live inventory, but last-minute rates are more often non-refundable — always check the cancellation policy before confirming.

Support & Escalation

When do I contact support?

For anything related to the booking process — payment issues, voucher retrieval, quote queries, or guest detail amendments — contact the support team first.

You can also reach out when the guest has checked in and the issue is at the property level, for example:

• The hotel has no record of the booking at check-in.
• The guest is being asked to pay again at the property.
• The room assigned does not match what was booked.
• The guest needs a room upgrade or special request handled during their stay.