Booking Questions
Common booking and reservation queries
Check-in & Access
Property access information
Payment & Pricing
Payment and fees questions
Safety & Security
Safety and security concerns
Support & Contact
Getting help and support
General Questions
Other common queries
Quick Tips
Check FAQ before contacting support
Use search to find answers quickly
Review booking terms carefully
Save important contact numbers
Keep booking confirmation handy
Note property-specific rules
Booking Questions
How do I make a booking?
Search for your desired location and dates, select a property, and click "Book Now". Follow the prompts to complete your reservation with payment.
Can I modify my booking?
Yes, you can modify your booking through your account up to 48 hours before check-in. Changes may affect pricing and availability.
What is the cancellation policy?
Our standard policy offers free cancellation up to 48 hours before check-in. Different properties may have specific policies.
Check-in & Access
What are the check-in/out times?
Standard check-in is at 3:00 PM and check-out is at 11:00 AM. Early check-in or late check-out may be available upon request.
How do I get property access?
Access instructions are sent 24 hours before check-in. This includes door codes, key collection details, and property directions.
What if I arrive late?
Our self-check-in system allows 24/7 access. Please inform us of late arrivals so we can ensure smooth access.
Payment & Pricing
What payment methods are accepted?
We accept credit/debit cards, mobile money (MTN, Airtel), bank transfers, and Flutterwave payments.
When is payment required?
Full payment is required at the time of booking. Some properties may require a security deposit.
How are refunds processed?
Refunds are processed within 7-14 business days, depending on your payment method and bank.
Safety & Security
How are properties secured?
Properties feature secure entry systems, 24/7 security personnel, and CCTV in common areas.
What safety features are provided?
All properties include smoke detectors, fire extinguishers, first aid kits, and emergency contact information.
How do I report issues?
Contact our 24/7 support line or use the in-app reporting feature for immediate assistance.
Support & Contact
How do I contact support?
Reach us via WhatsApp (+256 759 797 925), email (support@velora.com), or through our in-app chat.
What are support hours?
Our support team is available 24/7 for emergency assistance. Regular inquiries are handled during business hours.
How quickly can I expect a response?
Emergency issues are addressed immediately. General inquiries receive responses within 24 hours.
General Questions
Are pets allowed?
Pet policies vary by property. Check individual listings for pet policies and any additional fees.
What amenities are provided?
Standard amenities include WiFi, fully equipped kitchens, linens, and basic toiletries. Check listings for specific amenities.
Can I host events?
Events require prior approval. Contact us for event policies and additional fees.