We know you have questions as to how various aspects of Homes & Cribs work and here is where we clarify on the most important and frequently sought information. For further clarification we encourage you to contact us or check out our terms and policies.
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How long does the booking process take?
The booking process is quick and easy. Once you search and find a place that is available and to your liking, the booking is instant upon paying the reservation amount.
How do guests and hosts communicate?
Homes & Cribs has an internal and private messaging tool that allows hosts and guest to communicate before and after a reservation is made. To protect both the guests and hosts interests, we require all communication to be made through the messaging tool. We do not allow contact sharing prior to making a reservation through the platform or out of platform transactions. Both guests and hosts are required to report any attempts to communicate and transact out of the platform. Check out our Off-Platform Policy
What methods of payment are accepted?
We are currently only accepting Mpesa payments for reservations and host payouts. Check out our Payments terms of service for more information. If we however introduce other payment options, this will be communicated once available.
What about tax payments?
Any taxes that are to be collected by Homes & Cribs on behalf of the tax authority will be displayed when making the reservation or when making the host payout. Users are however fully responsible for meeting their tax obligations in accordance to the applicable tax laws. We also advise that you consult a tax advisor. Check out our Terms of Service and Payments terms of service for more details on taxes.
Can I use more than one payment method to pay for a reservation?
No. At the moment we only have one payment method , Mpesa, for making reservations. Check out our Payments terms of service for more information. If we however introduce other payment options, this will be communicated once available.
How do I edit a payment method?
When making reservations, one can enter their preferred mobile phone number when prompted to make the payment. For hosts, they can edit their mobile number by selecting the set payout method under the Payouts option on their dashboard.
Booking Questions
Can I make changes to a pending reservation request?
No. If a reservation is pending approval by the Host and payment is yet to be made, you would need to cancel it and make another reservation with the desired changes.
How do I cancel a reservation request?
Go to your reservations section on your dashboard menu. Then select the reservation you intend to cancel and proceed and make the cancellation. Cancellations and refunds are however guided by our Cancellation Policy and Extenuating Circumstances Policy. Always Contact us immediately you make a cancellation that falls under our extenuating circumstances.
How do I check the status of my reservation?
Go to the reservation section of your dashboard menu and select the reservation whose status you want to view. The progress status will be shown.
How do I find my reservation?
Go to the reservation section of your dashboard menu and you will find a list of all your reservations.
When am I charged for a reservation?
Reservations are billed and payment made immediately one submits a confirmed booking on the platform. Check out our Terms of Service, Payments Terms of Service and Service Fee Policy for clarification on the amount payable.
How can I get a refund incase my reservation is cancelled?
In the unlikely event that your reservation is cancelled in line with our Cancellation Policy or in agreement with the Host, please contact Homes & Cribs immediately to facilitate processing of the refund in line with our Guest Refund Policy.
Help on your reservations
What happens if my host cancels my reservation?
Incase a host cancels you reservation you will be entitled to a refund guided by our Guest Refund Policy. Hosts are discouraged from cancelling guests reservations due to the great inconvenience it may cause and they may be subjected to Host Cancellation Penalties. However, there are instances where they may have to cancel the reservation as outlined in our Extenuating Circumstances Policy.
Do you assist in resolving Host and Guest Related issues?
Guest and hosts are advised and encouraged to address issues amicably however in the case where no solution is forthcoming, contact our dedicated Resolution Team who will take up any unresolved issues and address them to conclusion as guided by our Terms and Policies.
What should I do if I forgot something at a place I stayed?
In the unfortunate event that this occurs, please get in touch with the host immediately to obtain the item for safe keeping as you agree and make necessary arrangements on how you will collect the item.
Should I book if I have not heard back from the host?
It is advisable to allow a host respond to your inquiry before booking. You may however opt to proceed and book if Instant Booking is enabled by the host on their listing.
Can I cancel my reservation?
Yes. You can cancel your reservation, however the applicable cancellation terms are as per the listings reservation cancellation policy with an exception to when the cancellation is based on extenuating circumstances.