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Booking, your account, favourites, listing a place, and what things cost.

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Booking Your account Favourites Listing your establishment Costs and payments

27 answers, in five groups.

Booking

How a request works, when you are confirmed, and cancelling.

How do I book a place to stay?: Most establishments answer a request rather than confirming instantly, because most of them keep their own diary rather than a booking system. You choose your dates, your party and the unit you want, and send a request. The establishment answers it, and you are booked once they accept.
When is my booking actually confirmed?: When the establishment accepts your request. Until then it is a request: nothing is charged and nothing is held. You are told as soon as they answer, either way.
What happens if the establishment does not answer?: Your request shows the window they have to answer in. We remind them before it runs out, and if it passes without an answer the request expires and we tell you, so you are never left waiting on silence. Our staff are alerted to requests that go unanswered.
Why are adults, children and infants counted separately?: Because an establishment decides what its rooms permit, not just how many people fit in them. A room that sleeps four may take four adults at one place and two adults with two children at another, and some places do not take under-twos at all. Asking for the three counts is how we only show you places that can actually take your party.
Can I change or cancel a booking?: You can cancel a booking from your bookings page. Your refund is set by the establishment's own cancellation policy, and you see that policy before you send the request. Once they accept, the policy is fixed to your booking, so what you would get back cannot change afterwards. To move dates rather than cancel, message the establishment on your booking.
How do I contact the establishment?: Every booking carries a message thread, so what you asked and what they answered stays in one place. Before you travel, your booking also shows the establishment's own telephone number - most places are self-managed with no reception desk, and that number is the one that matters if you arrive late.

Your account

Browsing without one, signing in, and changing your details.

Do I need an account to browse?: No. Searching, filtering and reading listings are open to everybody. An account is needed for three things: making a booking, saving favourites and leaving a review.
When do I have to create an account?: At the end, not the beginning. You can work through a booking request without one, and we ask for the account when you send it - from the details you have already given. We send a six-digit code to your email address first, so the establishment is never answering a mistyped address.
How do I sign in?: With your email address and password, or without a password at all: we can send a six-digit code to your email address instead.
I have forgotten my password.: Ask for a code on the forgot-password page, then enter that code together with your new password. Setting a new password signs you out everywhere else, so a password somebody else knows stops working immediately.
Can I change my email address?: Yes, from your account settings. We send a code to the new address and a notice to the old one, and nothing changes until you enter the code - so a mistyped address cannot lock you out of your own account.
Can I use the site in Afrikaans?: Yes. The language toggle in the header crosses to the Afrikaans site and keeps you on the page you were reading, with your search intact. Both sites carry the same establishments.

Favourites

Saving places to come back to.

How do I save a place?: Sign in, then use the heart on any establishment - on a search result or on the establishment's own page. Tap it again to remove it.
Do I need an account to save favourites?: Yes. Favourites are kept on your account rather than on the device you are using, so they are there when you come back on your phone instead of your computer. Tapping the heart while signed out takes you to sign in and brings you back to where you were.
Where do I find them?: Under Favourites in the header, or in your account. The newest one you saved is first.
One of my favourites has disappeared.: An establishment that is no longer listed stops appearing in your favourites, because there would be nothing to open. We keep it on your list, so if it comes back so does your favourite.

Listing your establishment

Getting listed, what we write for you, and keeping it current.

How do I list my establishment?: Nine steps, and you do not have to finish in one sitting - everything you enter is saved as you go, and you can pick up where you left off. You need no booking system of your own: answering requests is the normal way to take a booking here.
Do I have to write the description myself?: No, and we do not give you an empty box to write one in. You answer questions about your place - what it is near, who it suits, what makes it worth the drive - and we write the description from your answers, in English and Afrikaans. You can edit what we write.
How soon will my listing be live?: Our staff read every new listing before it reaches guests, so it is not immediate. If something needs changing we tell you what, keep your answers, and you send it back in a few minutes rather than starting again.
How do I update my listing?: Sign in, open the establishment from your account, make your changes and save. Most changes go live as soon as you save. New wording and new photographs wait for a quick read by our staff first - your listing stays up with its current wording until we have approved the new one, unless you choose to take it off meanwhile.
Can I list more than one place?: Yes. One account can hold a single cottage or a whole portfolio, and each establishment keeps its own rates, policy and photographs.
Can I answer a review?: Yes. Reviews come only from guests who actually stayed, and you get one public reply to each one, from the same screen you manage the listing on. If a review breaks our rules, flag it and our staff decide.

Costs and payments

What a guest pays, what an establishment pays, and when.

What does Accommodation24 cost me as a guest?: Nothing. There is no booking fee and no service fee on top of what the establishment charges. The price you are quoted is the establishment's own price.
When do I pay, and how much?: Nothing is taken when you send a request. Payment falls due once the establishment accepts. What is due, and when, comes from that establishment's own policy - some take the full amount, some a deposit with the balance closer to arrival - and you see the whole schedule, deposit included, before you send the request rather than after.
What refund do I get if I cancel?: It depends how close to arrival you cancel, and the establishment sets those refund bands themselves. You see them before you book, your booking keeps the bands it was accepted under, and the cancellation screen tells you what you would be refunded today before you confirm it.
What does it cost to list an establishment?: There is no setup fee, no monthly fee and no charge for being listed. Accommodation24 earns commission on the bookings it brings you, and on nothing else - if we send you no business, you pay us nothing.
How is commission taken?: It is deducted from your monthly settlement rather than charged to you separately, and it never appears in front of the guest. Your statement shows each booking and what was deducted from it.

Still need help?

If none of the answers above covers it, send us a message and a person will read it. For something about one specific booking, message the establishment on the booking itself - they answer their own diary faster than we can.