Frequently Asked Questions
Have questions about Alpha Luxe Properties? You’re in the right place. Below are answers to common inquiries we often receive. If you don’t find exactly what you’re looking for, our dedicated support team is always ready to help.
At Alpha Luxe Properties, your convenience and comfort are our top priorities. We’ve simplified every step so you can find and book your ideal stay effortlessly.
Rentals
Yes. All Alpha Luxe Properties listings marked “Instant Book” can be reserved immediately no waiting for owner approval.
Yes, we list both furnished and unfurnished homes. Just filter by “Furnished: No” when you search.
Click Contact Owner on a listing, propose your date/time, and the owner will confirm or suggest an alternative.
Absolutely. Log into your dashboard, find your booking, and request new dates. The owner will approve if the home is available.
Just head to your dashboard and modify your reservation. If the new dates alter your total cost, you’ll see the updated balance before confirming.
Most listings have a 3-night minimum, but some homes allow 1- or 2-night stays—check the listing details.
No extra move-in fees just your agreed nightly rate. Cleaning fees (if any) are clearly listed before you book.
Some owners welcome pets (for a small fee) while others don’t allow them filter by “Pet Friendly” in search.
Payments & Deposits
We accept M-Pesa, Apple Pay, credit/debit cards. No bank transfers.
If your check-in is more than 7 days away, we’ll take a 50% deposit through our secure merchant. For bookings within the next week, we charge 100% up front.
Alpha Luxe holds the deposit securely. The owner only receives full payment after your check-in.
Not at checkout pay one way per booking. If you need help, contact us and we’ll work out an exception.
The remaining balance is due at least 24 hours before check-in.
No your full payment must clear before you can check in.
All prices display in USD (you can view an approximate KES equivalent). We process charges in US dollars.
After payment, your receipt is emailed instantly and available in your dashboard under “My Bookings.”
Cancellations & Refunds
Cancel more than 7 days before check-in for a full refund. Within 7 days, we hold the deposit (50% of total) and refund the rest.
Go to your dashboard, click “Cancel Booking,” and follow the prompts. Your refund (if any) is processed within 5 business days.
If a cancellation falls within our policy window (e.g. guest cancels early), initiate the refund via your owner portal Alpha Luxe will handle the transaction.
Contact us immediately. We’ll work with the owner to fix the issue or rehome you at no extra cost.
Yes log into your dashboard, find your reservation, and click “Transfer Booking.” They’ll need their own account.
In exceptional cases (natural disasters, government travel bans), we’ll refund you in full or let you rebook.
No additional fees beyond the deposit policy above.
Support & Extras
Email us 24/7 at support@alphaluxeproperties.com or call +254 700 123 456.
Yes—when booking, select “Airport Transfer” under “Extras” and pay our standard rate.
Subject to availability add “Early Check-In” or “Late Check-Out” in extras, and the fee (if any) will be shown before you pay.
Yes, every Alpha Luxe listing offers high-speed Wi-Fi free of charge.
Submit a “Maintenance Request” in your dashboard we’ll dispatch help within 4 hours.
Basic cleaning is included once per stay. Add “Extra Cleaning” in your booking extras for mid-stay refresh (small fee applies).
Yes many homes offer special monthly rates. Search “30 + nights” when filtering.