Frequently Asked Questions

Get help booking a place to stay, changing a reservation, and enjoying the Pawenzi Experience in general. Our bright and spacious apartments provide the perfect base from which to explore Mombasa town and its environs.

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How do I search for a place to stay?

When you search for a place to stay on Pawenzi, you can narrow your options by using filters and reading the descriptions of places to check if they’d be a good fit for your trip.

To search for a place to stay:

  1. On pawenzi.co.ke, enter your destination, travel dates, and number of guests.
  2. Click Search.
  3. If you want, use the filters (for example, price range) to narrow your options. Click More Filters to see all available filters.
  4. Scroll through the listings or use the map to find listings in the location you want.
  5. Click on a listing to open it. To learn more about it, read the description, check the available amenities, review the House Rules, and see reviews that other guests have left.
  6. If you have any questions, send the host a message. Or, if you’re ready to book, request to book the listing

Why is my credit card getting declined?

Credit cards can be declined for a number of reasons. Pawenzi generally isn’t notified of the specific reason. Please check that you’re entering your credit card number and billing address correctly, that your card has available funds, and that your card hasn’t expired.

What methods of payment accepted?

We support different payment methods. In addition to major credit and debit cards, we accept M-Pesa and Airtel Money

How long does Pawenzi retain personal data?

We generally keep the data associated with your user account for as long as you have an account with us. If you close your account, we will erase your personal data as described in our Privacy Policy.

There is certain data that we may keep for longer as required or permitted by law. For example, we are required to retain certain data related to payment transactions for several years. Or, we may retain some data for fraud detection or safety reasons.

What does the room type of a listing mean?

Pawenzi offers a wide variety of spaces, ranging from shared rooms to private apartments.

All homes are grouped into the following three room types:

  • Entire place
  • Private room
  • Shared room

Entire place

Entire places are best if you’re seeking a home away from home. With an entire place, you’ll have the whole space to yourself. This usually includes a bedroom, a bathroom, and a kitchen.

Private rooms

Private rooms are great for when you prefer a little privacy, and still value a local connection. When you book a private room, you’ll have your own private room for sleeping and may share some spaces with others. You might need to walk through indoor spaces that another host or guest may occupy to get to your room.

Shared rooms

Shared rooms are for when you don’t mind sharing a space with others. When you book a shared room, you’ll be sleeping in a space that is shared with others and share the entire space with other people. Shared rooms are popular among flexible travelers looking for new friends and budget-friendly stays.

In addition to looking for places to stay based on room type, you can also filter searches to look for something more specific like a pool or to browse listings that are good for traveling with a family.

How do I cancel a reservation request?

As long as your reservation hasn’t been accepted by the Pawenzi, you can cancel the reservation. You won’t be charged for the reservation or Pawenzi service fees. But, if you cancel after the reservation has been accepted, your reservation will be subject to our terms of cancellation policy

When am I charged for a reservation?

Your payment information is collected when you submit a reservation request. Once we accept your request, or if you book a reservation with Instant Book, your payment method will be charged for the entire amount at that time.

What should I do if I forgot something at a place I stayed?

If you left something behind at at a place you stayed, please message us directly for help. If you need to have an item sent to you, shipping fees may apply.
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