We understand that some times things are not so obvious or you might have specific questions or different circumstances. So we have put together a list of frequently asked questions.
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How long does the booking process take?
Depending on your selection, booking is confirmed with confirmation of payment. If you make a reservation using INSTANT BOOK you will get a confirmation right away. If you make a reservation using BOOKING REQUEST you will get a confirmation within 1 hour.
What methods of payment accepted?
We accept VISA, MASTERCARD, AMERICAN EXPRESS, PAYPAL
Can I use more than one payment method to pay for a reservation?
Yes you can use more than one payment method. Simply indicate the amount you wish to pay with the appropriate payment method.
How do I edit or remove a payment method?
Just let us know what you need changed and we will update the payment system.
Can I make changes to a pending reservation request?
Yes you can make changes to reservations. But once the reservation has been processed you may be required to pay cancellation or change fees. All reservations have 24hr FREE cancellation except Non-Refundable.
How do I cancel a reservation request?
You will need to contact us at email@example.com. Please provide reason for cancellation in order for us to process.
How do I check the status of my reservation?
After you have received confirmation of your reservation, you will receive an email from the property with check-in instructions.
How do I find my reservation?
Your reservation will be emailed to you along with the property’s checkin instruction. You can also find the reservation details under My Reservations in your account profile. Only if you registered in KensingtonGuestSuites
When am I charged for a reservation?
You are charged for your reservation in accordance with our booking policies. If using Instant Book you will be charged immediately. If using Booking Request, please ensure using a valid credit card as you will be charged upon processing of your request.
Help on your reservations
What happens if my host cancels my reservation?
If for what ever reason the property cancels your reservation, you will NOT be charged. You will receive a full refund if charged. Please NOTE this does not apply to cancellations for NO SHOW’s or NON PAYMENT.
What should I do if I forgot something at a place I stayed?
Don’t worry we got you covered, simply message the property and they will retrieve any items you may have left behind. Please notify the property sooner than later as other guests may check-in.
Should I book if I have not heard back from the host?
To avoid double booking, please make sure you wait for a response from the property before making any additional bookings. The property will respond within a couple of hours.
How do I share trip details with others?
The best way to share trip details with others is to make sure you add all guest details to your reservation. We will make sure we send all itinerary details to all guests on your reservation.