Services


How It Works

Book on Jumia Travel in 3 easy steps!

How It Works

 
Search

Enter your destination in the search bar. Select dates and number of people, and Search.

 
Compare

Browse hotels by star, price, location or amenities. We always have the perfect stay for you at the best price.

 
Book Now, Pay Later!

Simply click on Book Now. You can choose to pay online or later when you arrive at your hotel. Pack your bags and enjoy your stay!


Congratulations

You will receive an e-mail to confirm your booking!

How To Use Your Voucher Code

 
Choose Your Perfect Stay

Select your hotel and room and click Book Now.

 
Enter Your Voucher Code

While entering your personal details, type your voucher code in the field provided and click Use.

 
Pay Now Or Later

The amount of your voucher is automatically deducted.


Any Questions?

We are here to help, don't hesitate to call us!




FAQ

Frequently Asked Questions

Jumia Travel Answers Your Questions

Most Popular
Payment
Change/ Cancellation
Confirmation
Booking Process
Hotel Facilities and Policies
Most Popular  
  
How do I book?
Booking on Jumia Travel is easy! To see how it works, click here.

Enter the name of the hotel or the region in which you’d like to stay, in the search field on the website, and click on Search. You can apply the available filters to narrow your search, or simply call our travel advisors for help.

  
How do I know my booking is confirmed?
Once you have confirmed your booking, you will receive an e-mail with the details of your booking, including your booking reference. After you have received this e-mail, the booking is 100% confirmed and the room is yours! If you need to change your booking, contact our travel advisors.

  
Is booking on Jumia Travel secure?
Absolutely! We offer two options for payments, depending on the individual hotel. If you choose “Pay Now”, you make a secure online transaction between you and Jumia Travel. We never send your credit card details to the hotel. If you choose “Pay Later” at the hotel, then you pay the hotel directly when you arrive – no need to share any card details online whatsoever.

  
How do I cancel my booking through Travel.jumia.com?
Easy!

If you have an account: Simply log in to your account on Travel.jumia.com. Go to My Account (on the top right hand corner of the page), then click My Bookings and follow directions.

If you don’t have an account: Go to “Manage my bookings” (on the top right hand corner of the page). Enter your booking number and last name and click on Go.

Select the booking you would like to cancel. Fill in the required fields and click on “Cancel the booking”.

You can also simply call our travel advisors and one of our representatives will be happy to help you out.

Remember that hotels have specific cancellation policies which are described in the hotel page. Make sure to view these policies when making a booking.

  
How can I modify my booking?
To modify your booking, please contact our travel advisors who will take care of this for you.

  
Can I make a booking without a credit card?
Most hotels offer the “Pay at hotel” option. Wherever you see this option, you can make the reservation on Travel.jumia.com and pay only when you check-in at the hotel, where you can pay by cash or card. You can see what form of payment the hotel accepts in “Payment”, under the “Conditions” section on the hotel details page.

  
How can I see how much the hotel room costs?
Once you’ve entered the dates of your stay, rates will be clearly shown next to each hotel and available room types.

  
What does the price include?
The price shown on the website is the total price you pay for your accommodation. If a hotel ever asks you to pay hidden charges in the form of credit card fees, taxes etc., call our travel advisors right away. Unless clearly stated on your booking, the price does not include drinks, activities etc. Meals are included according to the type of board offered in your booking (bed only: no meals, bed and breakfast: breakfast is included, half board: two meals are included, full board: all meals are included).

  
Are the rates on Travel.jumia.com cheaper than that at the hotel front desk?
We always try to get the best rates available from the hotels for your convenience. We however cannot guarantee that the rates you get from Travel.jumia.com will always be lower than the hotel rates.

  
How do I get an airport pick-up?
Most of the hotels offer an airport pickup service. This is usually listed as part of the facilities on the hotel description. In the event they do not offer this service, we provide alternatives for you. Call our travel advisors to find out more.

Payment  
  
Is booking on Jumia Travel secure?
Absolutely! We offer two options for payments, depending on the individual hotel. If you choose “Pay Now”, you make a secure online transaction between you and Jumia Travel. We never send your credit card details to the hotel. If you choose “Pay Later” at the hotel, then you pay the hotel directly when you arrive – no need to share any card details online whatsoever.

  
Can I make a booking without a credit card?
Most hotels offer the “Pay at hotel” option. Wherever you see this option, you can make the reservation on Travel.jumia.com and pay only when you check-in at the hotel, where you can pay by cash or card. You can see what form of payment the hotel accepts in “Payment”, under the “Conditions” section on the hotel details page.

  
Are the rates on Travel.jumia.com cheaper than that at the hotel front desk?
We always try to get the best rates available from the hotels for your convenience. We however cannot guarantee that the rates you get from Travel.jumia.com will always be lower than the hotel rates.

  
What is “Pay now” or “Pay at Hotel”?
“Pay now” means you will pay online through immediate bank transfer by credit card or mobile payment. For credit card payment we offer Visa, Mastercard and American Express. For mobile payment we offer Mpesa, Tigo and 3G Securities. Some hotels offer discounts when you pay in advance.

“Pay at Hotel” means you pay your bookings at the hotel, depending on the options the hotel offers, in cash or by credit card.

  
When will the payment be deducted from my credit card?
The deduction will take place immediately after booking. If you do not check-in to your prepaid room and have cancelled your booking, the amount refunded back to you will depend on the cancellation policy of the hotel.

  
What are the modes of payment I can use?
If you choose “Pay now”, you can pay online by credit card (Master Card, VISA, Amex) or with MPESA or TIGO, depending on where these payment methods are available.

If you choose to “Pay at Hotel”, you can pay by cash or card at the hotel, depending on available payment options. We advise you to carry cash in the local currency of the hotel as some hotels may not accept credit cards.

  
If I chose “Pay at Hotel”, do I need to pay an advance or deposit to the hotel before check-in?
For hotels that ask for a deposit on check-in, this information is mentioned under "Hotel Policies” on the Hotel page.

  
Do I have to pay an additional fee to book on Travel.jumia.com?
No, there are no additional fees to be paid to Jumia Travel.

  
How do I check the status of my refund?
Please contact our travel advisors for all matters related to refunds.

Change/Cancellation  
  
How do I cancel my booking through Travel.jumia.com?
Easy!

If you have an account: Simply log in to your account on Travel.jumia.com. Go to My Account (on the top right hand corner of the page), then click My Bookings.

If you don’t have an account: Go to “Manage my bookings” (on the top right hand corner of the page). Enter your booking number and last name and click on Go.

Select the booking you would like to cancel. Fill in the required fields and click on “Cancel the booking”.

If you’d prefer, simply call our travel advisors and one of our representatives will be happy to help you out.

Remember that hotels have cancellation policies so depending on when you book you may not get a full refund. You can view the cancellation policy for each hotel before you make a booking.

  
How can I modify my booking?
To modify your booking, please contact our travel advisors who will take care of this for you.

  
When is the latest I can cancel my booking?
This will depend from hotel to hotel. Please refer to the cancellation policy of the hotel which is displayed on the hotel details page.

  
What happens if I don't show up and I have already paid for my room?
This depends on the cancellation policies that apply to the booking you have made. Most of our hotels do allow you to cancel your booking before check-in, but a fee may apply depending on how much time before your check-in, you cancel your booking. Please refer to the cancellation policies of your booking or contact our travel advisors.

  
Can I cancel a part of the group that is travelling with me?
Call our travel advisors for support in this case.

  
Can I cancel a room I booked with voucher code?
A promotion does not impact cancellation policies. However, please note you might not be able to use your voucher code again.

Confirmation  
  
How do I confirm my booking?
In the case of “Pay later” you will receive an e-mail with a link. You need to click on the link to confirm your booking. You may also receive a call from our travel advisors to confirm your booking.

In “Pay now”, as soon as you have paid online, you will receive an e-mail with the details of your booking.

  
How long will it take for the hotel to have my reservation information?
In the case of “Pay Now” – as soon as you have made the payment online, your room is reserved.

In the case of “Pay at Hotel” – as soon as you have confirmed your reservation, either by clicking on the link given in the confirmation e-mail, or when our travel advisors contacts you, your room will be reserved.

  
How do I know my booking is confirmed?
Once you have confirmed your booking, you will receive an e-mail with the details of your booking, including your booking reference. After you’ve received this e-mail, the booking is 100% confirmed and the room is yours!

  
I have not received a confirmation email after making a reservation, what should I do?
Please contact our travel advisors.

  
What if the hotel does not acknowledge the booking made online?
Please contact our travel advisors right away to handle this issue with the hotel directly. We advise you to always carry a printed copy of the booking confirmation received by e-mail.

Booking Process  
  
How do I book?
Booking on Jumia Travel is easy! To see how it works, click here.

You can enter the details of the hotel or the region you’d like to stay, in the search column on the website, and click on Search. You can apply the available filters to narrow your search, or simply call our travel advisors for help.

  
How can I reach the customer service team?
You can call us, chat with us, give us a call or Skype with us anytime, anywhere! Click here to find more details about how to reach us.

  
How can I see how much the hotel room costs?
Once you’ve entered the dates of your stay, rates will be clearly shown next to each hotel and available room types.

  
How can I make sure my room is reserved if I choose post-payment?
Your booking is guaranteed when you book on Travel.jumia.com. You will receive a confirmation email and a reminder email before check-in. If you have any questions, please contact our travel advisors.

  
How can I make a special request to the hotel? (Eg. room with a view)
Make sure to indicate any special request at time of booking in the box provided for this purpose and our travel advisors will take care for it for you.

  
Can I book for someone else?
Yes, you can book for someone else. Remember to tick the button that says “I am not staying at this hotel. I am making this reservation for someone else” at the time of booking. Then you need to enter the guest’s details. Confirmation email will still be sent to your email address.

  
Which countries do you have hotels in?
We have hotels all over the world, no matter where you want to go. We have a presence there.

  
How early do I have to book?
You can book at any time. We however recommend that you book earlier on to guarantee the availability of the rooms.

  
Do I need to have an account on Jumia Travel to make a booking on the website?
No, it is not necessary to have an account on Jumia Travel to make a booking.

  
Why do I need to create an account?
To enhance your booking experience on Travel.jumia.com with a faster, seamless booking process by finding all your bookings easily in one place.

  
I forgot my password, what should I do?
You can ask for a new password to be reset on the Travel.jumia.com sign-in page, under “Forgot Password?”

  
How do I change my password?
After signing into your account, click on the “Your Account” drop down menu above and click on “Change Password”. Alternatively, go to “Settings”. Go to “password” and click on “Edit”.

Hotel Facilities and Policies  
  
What does the price include?
The price shown on the website is the total price (inclusive of all taxes and fees) you pay for your accommodation, unless stated otherwise. Sometimes it happens that amounts are due at a hotel (e.g. tourist tax), but this is explicitly mentioned on your booking. If a hotel asks you to pay additional charges in the form of credit card fees, taxes etc., please let us know and we will make sure you are refunded and this will not happen again. Unless clearly stated on your booking, the price does not include drinks, activities etc. Meals are included according to the type of board offered in your booking (bed only: no meals, bed and breakfast: breakfast is included, half board: two meals are included, full board: all meals are included).

  
Is breakfast included in the price?
Some hotels may or may not include the price of breakfast. You can find it written in the hotel description.

  
Why can’t I see the hotel’s phone number and email address?
At Jumia Travel we pride ourselves on our customer service. By dealing with us and letting us do the talking to the hotels it means you always know what to expect. We deal with problems like language barriers so nothing gets lost in translation.

  
Which ID proofs are accepted at the hotels?
Always carry identification documents such as Drivers licence, state ID card or passport in order to prove you are the person who made the booking.

  
Can I book hotels outside Africa?
Absolutely! Jumia Travel provides hotel bookings all over the world.

  
Can I check-in at a later time than the mentioned timing?
Check-in and check-out requests are at the discretion of the hotel. If you would like to submit a check-in/check-out request, you can fill in the “Do You Have Any Special Requests?” box when you book your hotel. Alternatively, you can contact our travel advisors who will take care of your request.

  
How do I get an airport pick-up?
Most of the hotels offer an airport pickup service. This is usually listed as part of the facilities on the hotel description. In the event they do not offer this service, we provide alternatives for you.

  
Can I leave my luggage at the hotel, before check-in or after check-out?
This varies per hotel. If you want to assure yourself of this service, please contact our travel advisors. Always remember that the hotel will not be liable for any loss or damage whatsoever caused by leaving your luggage at the hotel.

  
How can we request for additional beds/cots in the room?
Additional beds can be requested under “Do You Have Any Special Requests?” box when booking your hotel.

  
How can I contact the hotel?
Our travel advisors will take care of each of your request or any issues that you face. You may contact them through the numbers displayed on top of the page or through live chat or email, skype.

  
What is a star rating?
Star ratings indicate the quality, service and facilities of the hotels. The criteria required to rate hotels vary from country to country.

  
How can I differentiate between 1,2,3,4 and 5 star category hotels?
As mentioned previously, the criteria varies from country to country. However this is a basic guide to know what to expect from the hotels.

1 – Generally small, independently owned properties. Hotels will offer a minimum of facilities and simple accommodations.

2 – Small to medium owned properties. Hotels will provide more facilities than 1 star hotels. Meals and drinks can be provided on requests. Air Conditioning systems may be available.

3 – Properties with more staff for service and to answer your needs. Rooms are more spacious and offer better facilities. Internet is available for free as is the AC. Room service and restaurant are most likely available on the premises.

4 – Hotels from this category are generally large hotels and offer above average services and facilities. Rooms are well furnished and provide comfortable large beds and sitting areas as well as minibars. Bathrooms provide bathrobe, slippers and toiletries.

5 – Luxurious hotels, providing utmost and seamless experience to its customers in terms of service and facilities. The hotel features top quality facilities, ranging from swimming pool, spa to gourmet restaurants.

  
What are the various categories of hotel rooms?
Standard – This type of room is the basic room offered by the hotel. The quality and level of facilities will depend on the star rating of the hotel.

Superior – This type of room has a better offer than the standard room. Rooms may offer more space, a wider bed or a better view.

Deluxe – This type of rooms is the highest quality range offered by the hotel. They will have more space, often bigger bathrooms and will have the maximum of facilities based on the star rating of the hotel.

Suite - This type of room, at the same quality level of the deluxe, will also propose a separated bedroom as well as a sitting/working room. A suite may also provide a kitchenette area.

  
What is Jumia Travel Selection?
Jumia Travel Selection are hotels that participate on our Jumia Travel Selection programme. These hotels offer great service and quality and are positively reviewed by previous customers. Based on ours and these customers' experiences, we highly recommend this hotel.

  
What is local resident rate?
Local resident rates are applicable only for the East African Community (Kenya, Tanzania, Burundi, Rwanda and Uganda). Some hotels offer discounted rates to residents of these countries. This local residency discount requires that the customer provides proof of residency at the hotel. Failure to do so will result in additional charges.

  
What is the maximum occupancy of a room?
The maximum occupancy of a room will always be mentioned on the hotel detail page, beside each type of room.

  
How are children accommodated in hotel rooms?
This varies per hotel and is in most cases dependent on the age of the children. Policies regarding additional beds on rooms are displayed on the hotel's page on our website. Contact our travel advisors to answer any specific questions for your personal situation.

  
Where can I make a review?
After checking out of the hotel, you will receive an email to review the hotel. You may also receive a call from our travel advisors regarding the same. Reviews will be displayed on the Travel.jumia.com website (after being monitored for obscenity). You will also be asked to review the Travel.jumia.com overall service.

Reviews are important to congratulate on a job well done, inform other guests on the quality of the service and help us improve the Travel.jumia.com experience.


Any other questions?

We are here to help,
don't hesitate to contact us!


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