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FAQ

Coronavirus-related support

Where can I get the latest info for my booking?

The situation keeps evolving every day. Select your booking in the help center to find relevant info. Due to the current circumstances, it may take us longer than usual to respond to your questions and requests. Thanks for your patience.

How do I change or cancel my booking in this situation?

Select your booking in the help center to check available options.

If your booking was affected by coronavirus-related events (e.g. border closures or travel limitations set by authorities) but is no longer free to cancel or non-refundable, select the booking in the help center to review your options to manage it.

If your booking is no longer free to cancel or non-refundable, you may incur a cancellation fee. You can contact the property to see if it’s possible to change the dates of your booking or cancel it.

What is the policy for date changes or cancellations related to coronavirus?

You chose a policy when you made the booking on our platform. If that policy allows a change of dates or free cancellation, you’re entitled to that.

For bookings made before April 6: You may be able to change or cancel your (non-refundable) booking for free if you can’t travel to or stay at the property due to implications of the coronavirus (COVID-19) outbreak (e.g. government travel restrictions, closed borders). This depends on several factors, including your country of origin, your destination, the date that you made your booking, your departure date, your arrival date, and your reason for traveling. If your booking falls within a category above, the property should allow your date change request or cancellation. If you want to cancel your booking and have already made a prepayment, the property should offer you credit or a voucher for a future stay. If you’d prefer to receive a refund, you’re entitled to that also.

For bookings made on or after April 6: Your change/cancellation request will be handled by the property. The policy you chose and mandatory consumer law, where applicable, is relevant.

Select your booking in the help center to check available options.

Cancellations

Can I cancel my booking?

Yes – any cancellation fees are determined by the property and listed in your cancellation policy. You’ll pay any additional costs to the property.

If I need to cancel my booking, will I pay a fee?

If you have a free cancellation booking, you won’t pay a cancellation fee. If your booking isn’t free to cancel anymore or is non-refundable, you may incur a cancellation fee. Any cancellation fees are determined by the property, and you’ll pay any additional costs to the property.

Can I cancel or change my dates for a non-refundable booking?

Canceling a Non-Refundable booking usually incurs a charge. However, you might have the option to request free cancellation when managing your booking. This sends a request to the property, who may decide to waive your cancellation fee. It’s not possible to change dates for a Non-Refundable booking, though it’s possible to re-book for your desired dates if your waive fees request is successful.

How do I know if my booking was canceled?

After you cancel a booking with us, you should get an email confirming the cancellation. Make sure to check your inbox and spam/junk mail folders. If you don’t receive an email within 24 hours, contact the property to confirm they got your cancellation.

Where can I find my property's cancellation policy?

You can find this in your booking confirmation.

Payment

What payment methods are accepted?

Credit cards are the most widely-accepted payment method for properties listed on Lowcostaccommodation.co.za, and most of them use credit cards to validate your booking.

In some cases, alternative payment methods like PayPal etc. are also accepted. There are some exceptions to this, where you can possibly book with a debit card.

The accepted payment types for your accommodations will be listed in your booking confirmation. You can also call them to double-check what they accept.

Can I pay with a deposit, or prepayment?

Some of our properties require a prepayment (i.e. a deposit) before you stay. This prepayment consist of the total cost of the booking or just part of it. The rest is paid when you stay at the property.

However, for some properties, there is no deposit required. You pay the amount in full when you stay at the property. Be sure to check the payment policies in your confirmation for more details.

I was charged. Do I need to do anything?

In most cases, no action is required from you. As outlined in the payment policy for your booking, this is likely just a prepayment for all or part of the total cost.

If there is no prepayment policy, then the property may have taken a test payment from your card. This is a temporary hold used to guarantee your booking and will be returned to you.

If you still believe the charge is unexpected, you can contact us for assistance. We can only contact the property on your behalf after you submit proof of charge.

Where can I see the payment policy for my booking?

You’ll find the payment policy in your booking confirmation, in the pricing section. This section also includes a price breakdown and the accepted payment methods.

Why do I need to provide my card details?

Properties normally request this to guarantee your booking, and the card is often used to pay when you book. If you don’t need to make a prepayment, then they may hold an amount on your card to make sure it has sufficient funds. This test payment will be returned to you.

Can I pay for my stay with a different credit card than the one used to book?

It’s very likely, yes. Properties usually accept payment for a stay with a different card or cash. To confirm that paying with a different credit card is okay, contact the property.

Why do I need to provide my credit card details?

Properties request this to confirm your reservation. You may be pre-authorized* to ensure that your credit card is valid and has sufficient funds. In some cases, your details are used to pay for your stay when you book.

*A pre-authorization is a temporary hold on an amount to ensure your card is valid and has sufficient funds. The amount held will be returned to your account after a certain period of time, depending on the property and your card provider.

Who's going to charge my credit card and when?

Generally, the property is responsible for charging your card. If payment is instead handled by Lowcostaccommodation.co.za, this will be stated clearly in your booking confirmation.

You usually can expect to pay during check-in or check-out at the property. However, there are some exceptions, like properties that require a prepayment for all or some of the total amount. Again, this will be stated clearly in your confirmation and payment policies.

If there’s no prepayment policy, it’s also possible that the property might take a test payment from your card before you stay. This is a temporary hold, that’s used to validate your card and guarantee your booking. Unlike a real charge, this test payment will be returned to your card.

Booking Details

How do I get more info about the room or property's facilities?

You can find the room and property facilities in your booking confirmation.

Is it possible to get an extra bed or crib for a child?

It depends on the property’s policy. Additional costs for children, including extra beds/cribs, aren’t included in the reservation price. Contact the property directly for this info.

How can I get an invoice?

The property can provide you with an invoice for your stay, so please contact them directly.

I can't find my confirmation email. What should I do?

Be sure to check your email inbox, spam, and junk folders. If you still can’t find your confirmation, go to lowcostaccommodation.co.za/help and we’ll resend it to you.

Will I pay the full price for my children?

Additional costs for children, if any, aren’t included in the reservation price. Check with the property directly to see if and when you’ll pay for your child(ren).

What's the difference between a double room and a twin room?

A double room has 1 double bed and a twin room has 2 single beds. If a room is called a double/twin, it can be set up for either type. The property will do its best to accommodate your needs.

I'll be arriving outside check-in hours. Can I still check in?

This depends on the property who will do their best to meet your needs but can’t guarantee your request. You can do either of the following:

Request an early or late check-in/check-out

Contact the property

Can I make changes to my booking (i.e. change dates)?

Yes! You can make changes to your booking from your confirmation email or at Lowcostaccommodation.co.za. Depending on the property’s policy, you can do the following:

Change check-in/out times

Change dates

Cancel booking

Edit credit card details

Change guest details

Select bed type

Change room type

Add a room

Add a meal

Make a request

Contact the property

Communications

Why does the property's email address end with @property.lowcostaccommodation.co.za?

For each reservation, Lowcostaccommodation.co.za provides a unique and anonymous alias email address for both you and the property. All messages sent to this alias email will be forwarded to the property, including links, images, and attachments (up to 15 MB).

For security purposes, Lowcostaccommodation.co.za has an automated system that monitors communication for malicious content. This includes spam and the limitation of certain file types, such as .zip, .rar and .exe.

Please be aware that email communication generated by the property will be sent on their behalf by Lowcostaccommodation.co.za. Lowcostaccommodation.co.za cannot be held accountable for the content of the communication. If you suspect that the content of the communication is inappropriate, suspicious or contains spam, we ask that you report this information by clicking on the link at the bottom right corner of the email.

These communications will be stored by Lowcostaccommodation.co.za. Lowcostaccommodation.co.za can access direct communications upon request from either you or the property, and if strictly necessary, for security or law enforcement purposes, such as fraud detection and prevention.

Lowcostaccommodation.co.za may analyze communications to improve its services. If you don’t want Lowcostaccommodation.co.za to monitor or store your direct communications made through Lowcostaccommodation.co.za, please do not use the direct communication feature offered by Lowcostaccommodation.co.za, including communication through alias email addresses.

Room Types

What is the difference between a Double Room and a Twin Room?

A Double Room has one double/full bed and a Twin Room has 2 twin beds. If a room is called Double/Twin, it can be set up for either type. You can specify your bed-type preference in the “Special Requests” box during the booking process.

What do "non-refundable" and "free cancellation" mean?

Every room or property has an individual policy determined by the property.

A “non-refundable” policy means a fee will apply if you decide to change or cancel your booking. This fee is mentioned during the booking process in the conditions and in the booking confirmation.

A “free cancellation” policy means you can change or cancel a booking for free, as long as you do it within the time frame specified by the property (e.g. “Cancel up to x days” or “Cancel before mm/dd/yy hh:mm”). This is mentioned in the conditions during the booking process and in the booking confirmation.

Can I request an extra bed in my room and will there be an extra fee?

Information about extra beds is found under “House Rules” on the property page when you book.

Additional fees, if any, are not included in the reservation price.

When making a booking, you can request an extra bed in the “Special requests” box.

If you already made a booking, you can always request an extra bed via the link provided in the booking confirmation email.

We recommend contacting the property before arrival to make sure they have an extra bed available. You can find their contact details in the confirmation email and when you view your bookings in your account.

Is it possible to get an extra bed or crib for a child?

You can find info about extra beds and cribs under the “House Rules” on the property page when you book.

Any additional fees for children are not included in the reservation price.

When making a booking, you can request an extra bed or crib in the “Special requests” box.

If you already made a booking, you can always request an extra bed or crib via the link provided in the booking confirmation email.

We recommend contacting the property before arrival to make sure they have an extra bed or crib available. You can find their contact details in the confirmation email and your bookings in your account.

If you need us to resend your booking confirmation email, go to lowcostaccommodation.co.za/help.

Pricing

Is breakfast included in the price?

Each room or accommodation you can book has its own breakfast policy. If breakfast is included, you’ll see it listed on the property page when you compare different options to book. If breakfast isn’t included, you can see if the property provides it by checking its available facilities. After you book, this info can also be found in your confirmation email and in your bookings in your account.

What does the price include?

All the facilities listed under the room or accommodation type are included in the price. You can also see if other things like breakfast, taxes, or service charges are included when you compare different options to book. After you book, this info can also be found in your confirmation email and in your bookings in your account.

Are the prices shown on lowcostaccommodation.co.za per person or per room?

The price we show is for the room for the entire length of the stay, unless otherwise stated in the room type and description.

Are taxes included in the price?

This depends on the property and accommodation type, but it’s easy to see what’s included when you compare different options to book. Tax requirements change from country to country, so it’s always good to check. After you book, this info can also be found in your confirmation email and in your bookings in your account.

Do I pay a reservation fee to lowcostaccommodation.co.za?

No, we don’t charge any fees at all.

What does the crossed out rate mean next to my room type?

In the event of a crossed-out rate, we look at the prices currently being charged by the hotel in the 30-day window around your proposed check-in date. From the prices within this window, we display the third-highest price on offer as the crossed-out rate. To ensure we are making a fair comparison, we always use the same booking conditions (meal plan, cancellation policy and room type). This means that you get the same room for a lower price compared to other check-in dates at the same time of year.

Can I use discount coupons (e.g. issued by magazines, stores, etc.)?

No, you cannot use discount coupons when booking on our website. In such cases you will need to follow the instructions given by the organization issuing the coupon.

Does Lowcostaccommodation.co.za offer any special consideration discounts, or discounts with airline or hotel loyalty cards?

Lowcostaccommodation.co.za provides the best available rates for the dates of your stay. It’s not possible to have any further reductions on the price.

Do I pay the full price for my child?

Find info about a property’s children policy under “House Rules” on the property page when you book.

Added fees for children, if any, are not included in the reservation price.

When making a booking, you can request an extra bed or crib in the “Special requests” box.

If you already made a booking, you can always request an extra bed or crib via the link provided in the booking confirmation email.

We recommend contacting the property before you arrive to make sure they have an extra bed or crib available. You can find their contact info in the confirmation email and when viewing your bookings on your account.

Credit cards

Can I use a debit card to complete my reservation?

In general, hotels can’t accept a debit card to guarantee a booking. However, there are some exceptions. You’ll be able see if it is possible during the booking process.

Can I make a reservation without a credit card?

You’ll need a valid credit card to guarantee your reservation with most properties. However, we offer a number of hotels that will guarantee your booking without a card. You can also make a booking by using someone else’s card, provided you have their permission. In this case, confirm the card holder’s name and that you have permission to use their card in the “Special requests” box when booking.

What’s the difference between a pre-authorization and an actual charge to my credit card?

Pre-authorizations are common but are often confused with actual charges. While in-store purchases are immediately charged and deducted from your available balance, pre-authorizations are temporary holds. The length of the hold will vary, and your credit card company can advise you on how they handle this.

How will I know if my card has been pre-authorized?

Your available balance will be reduced temporarily by the full amount of your reservation. You may also see “pending transactions” on your credit card account summary. If you’re not sure if your card has been pre-authorized, both the hotel and your credit card company can verify this.

Can I make a reservation for myself using someone else’s credit card?

Yes, but only if you have permission from the cardholder. When you make the booking, state that you’re using someone else’s card with their permission in the “Special requests” box. The property may require authorization from the cardholder. In the case of a no-show or late cancellation, any penalties will be charged to the card provided when the booking was made.

How long will the pre-authorization hold affect my available balance?

Your card provider can better explain this, along with the general terms and conditions associated with their pre-authorization procedures. These terms vary across the board, so it’s best to contact them for specific details.

Why do I need to give my credit card details?

In most cases, Lowcostaccommodation.co.za needs credit card details to confirm your reservation with the property. Your credit card may be checked (pre-authorized) to ensure it’s valid and that sufficient funds are available. After that, the full amount will be available to you again. In some cases, your credit card details will be used to process the payment for the reservation at the time of booking. Your credit card will only be charged if you have requested a pre-paid accommodation or if the cancellation policy hasn’t been followed.

Will the pre-authorisation hold always equal the exact amount of my reservation?

In most cases, the hotel will pre-authorize your card for the full amount of your reservation. On occasion, you may see an amount slightly higher than the rate shown on Lowcostaccommodation.co.za. If this does happen, the hotel can explain why this has occurred.

Will this happen with all bookings made through lowcostaccommodation.co.za?

Hotels reserve the right to pre-authorize your card, but this doesn’t mean it will occur with every booking. Don’t worry, if your card is pre-authorized, both the hotel and your credit card company are there to help. They may also be able to assist you with removing these holds sooner.

The credit card that I used to make a reservation is no longer valid. What should I do?

Contact the property directly. You can find their contact info in your booking confirmation email or when you log in to Lowcostaccommodation.co.za. For security reasons, never provide your credit card details by email.

Why was I charged?

The charge you see could be any one of the following:

Pre-authorization: A pre-authorization is just a validity check that temporarily blocks an amount roughly equivalent to the cost of your reservation on your credit card. The amount will be unblocked after a certain amount of time. How long this takes will depend on the property and your credit card provider.

Deposit or prepayment: Some properties require a deposit or prepayment at the time of reservation. This policy is clearly highlighted during the reservation process, and you can see it in your confirmation email as well. If your reservation allows for free cancellation, this amount is returned to you if you choose to cancel it.

Our Customer Service team is always there if you need help with a payment issue. You can go to lowcostaccommodation.co.za/help to get in touch with us.

What is a pre-authorization?

When you make a reservation, there may be instances where the hotel will contact your credit (or debit) card company to confirm that the card you are using is valid and hasn’t been reported lost or stolen. At this time, they may also check to see if the card has enough money to cover the transaction. This is communicated in the form of a pre-authorization for the full amount of your reservation.

The hotel, however, will not proceed with the charge. The time at which your card will be charged will depend on the terms and conditions of your booking.

Which credit cards can I use to complete my booking?

To guarantee a reservation via Lowcostaccommodation.co.za all hotels accept:

MasterCard

Visa

Are my credit card details safe?

Yes, always. Lowcostaccommodation.co.za uses a secure connection for your booking and personal data, and credit card details are encrypted.

Property Policies

I want to check out after the stated check-out time. What should I do?

A late check-out can only be arranged with the hotel and usually depends on availability at the time of your stay. You can ask about the possibility at the front desk upon arrival.

What are the check-in and check-out times of a property?

Check-in and check-out times differ for each property. You can find them in the “House Rules” section on the property page when you make a booking. If you already made a booking, you can see check-in and check-out times in your confirmation email and when you log in to your account.

How do I get more info about the facilities available?

You can check which facilities are included with a booking when comparing different options offered by a particular property. To see which facilities are available at the property itself, go to “Facilities” at the top of the property page.

I want a smoking room, but I can only choose a non-smoking room. How can I request a smoking room?

If there are no rooms listed as “smoking rooms,” it means that the hotel does not allow smoking in rooms.

How do I find out if properties allow pets?

Pet policies are always displayed on the property’s page under “House rules.”

I will be arriving earlier/later than the stated check-in time. Can I still check in?

Usually this is not a problem; you can arrange for an after-hours check-in with most hotels. However, you should always confirm with the hotel. You can use the “Special Requests” box in the booking process to inform them of your estimated arrival time in writing. Once you’ve received your confirmation you can follow up with the hotel directly using the contact information provided.

You can specify your estimated check-in time while making the reservation.

You can manage your booking online to request check-in outside of the standard hours.

You can contact the property directly using the contact details in your booking confirmation.

It’s important to remember that the property can’t always accommodate these requests. They’ll be happy to let you into your room early if possible, but there might not be anyone there in person to welcome you if you arrive late at night at a remote apartment. It’s always best to check with the property directly and in advance to avoid confusion.

Extra Facilities

How do I know if the hotel has parking facilities and how can I reserve a space?

Under “Hotel Facilities” you can see if the hotel has parking, and if any restrictions apply. If the hotel requests that you reserve parking, please contact them directly with the contact information provided in your booking confirmation.

How do I find out if a hotel has a certain facility, e.g. an elevator?

Under “Hotel Facilities” you can see a list of all the hotel’s facilities, activities and services.

How can I find out if the hotel offers a shuttle service and how can I book it?

If the hotel offers a shuttle service it will be listed under “Hotel Facilities,” by “Services.” Once you have made your reservation you can arrange the airport shuttle directly with the hotel. The hotel’s contact information is listed in your booking confirmation. Please remember to have your flight details ready.

Can the property store my luggage before check-in or after check-out?

If the property has luggage storage, you’ll see it displayed on the property page under “Facilities.” For more info about luggage storage, contact the property directly using the details provided in your booking confirmation.

Referral rewards

When do I get my reward?

If your reward is being paid to your credit card:

After your friend returns from their trip, we’ll verify your reward and you’ll get an email on how to claim it. It can take between 30 and 60 business days for you to receiv

If your reward is being paid to your credit card:

After your friend returns from their trip, we’ll verify your reward and you’ll get an email on how to claim it. It can take between 30 and 60 business days for you to receive the reward payment. You can always sign in to your account to check your reward status.

If your reward is being paid out in Wallet credit:

When your friend gets back from their trip, we’ll start the verification process. You’ll get an email with more info about the next steps. It takes between 30 and 60 business days for you to receive your reward payment. You can always sign in to your account and go to “My Rewards” page to check the latest status.

e the reward payment. You can always sign in to your account to check your reward status.

If your reward is being paid out in Wallet credit:

When your friend gets back from their trip, we’ll start the verification process. You’ll get an email with more info about the next steps. It takes between 30 and 60 business days for you to receive your reward payment. You can always sign in to your account and go to “My Rewards” page to check the latest status.

When will my friend get the reward?

If your reward is being paid to your credit card:

After your friend returns from their trip, we’ll verify the reward and your friend will get an email on how to claim it. It can take between 30 and 60 business days for them to receive the reward payment.

If your reward is being paid out in Wallet credit:

When your friend gets back from their trip, we’ll start the verification process. They’ll get an email with more info about the next steps. It takes between 30 and 60 business days for your friend to receive the reward payment. They can always sign in to their account and go to “My Rewards” page to check the latest status.

What if I don’t have a credit card to claim my reward?

No problem – you can use a Visa or MasterCard debit card instead and claim it the same way as a credit card.

How do I claim my reward?

If your reward is being paid to your credit card:

All you need is a Lowcostaccommodation.co.za account, and to add and register your credit card details for receiving rewards. After your friend returns from their stay, we’ll put the cash reward on your card. Don’t have an account? Create one here.

If your reward is being paid out in Wallet credit:

All you need is a lowcostaccommodation.co.za account. The email address in your account should match the one you used to book. After your friend gets back from their stay, we’ll add the reward amount to your Wallet. Don’t have an account yet? You can create one here.

Why hasn’t my reward arrived?

If your reward is being paid to your credit card:

This is usually because people haven’t registered their cards for receiving rewards or removed their card information from their accounts before the reward was paid out. Make sure you save a Visa or MasterCard credit or debit card in your account and register it for receiving rewards.

If your reward is being paid out in Wallet credit:

This usually happens because we first need to verify that all the requirements are met before we can send the reward payment. The entire verification process takes between 30 and 60 business days. After that, we’ll add the reward amount to the Wallet.

How does my friend claim the reward?

If your reward is being paid to your credit card:

Your friend needs to have a Lowcostaccommodation.co.za account. They have to add and register their credit card details for receiving rewards. After they return from their stay, we’ll put the cash reward on their card. If your friend doesn’t have a Lowcostaccommodation.co.za account, they can sign up for one with the same email address they used to book their reservation.

If your reward is being paid out in Wallet credit:

Your friend needs to have a Lowcostaccommodation.co.za account. The email address in their account should match the one they used to book. After they get back from their stay, we’ll add the reward amount to their Wallet.

Security and Awareness

What is social engineering?

Social engineering is a tactic that scammers use. They pretend to be a trusted source to trick people into giving them sensitive personal data. Online scammers usually pose as well-known companies, then use a seemingly logical reason to ask for your personal data and payments.

How can I prevent social engineering attempts?

Here are some security tips to keep you safe from online scams:

Phishing emails usually have spelling mistakes and convey a sense of urgency

Need to contact us? Open a new tab and go to our official website

Get an email with a link? Hover the mouse over it to see if the URL looks suspicious, or if it’s missing “https://” at the beginning

Remember: Lowcostaccommodation.co.za will never ask you to enter your credit card or gift card number via email, text, or phone.

I was recently asked to pay using my gift card over the phone. Is that okay?

Lowcostaccommodation.co.za will never ask you to share a credit card or a gift card number over the phone. If anyone tells you to pay by gift card or share a credit card over the phone—for any reason—it’s likely to be a scam.

I think I've been scammed. What should I do?

If you believe you were exposed to an online scam involving Lowcostaccommodation.co.za, contact us as soon as possible. We’re here to help 24/7, so go to lowcostaccommodation.co.za/help or access the Help Center via the app’s main menu.