Frequently Asked Questions

To book a hostel room:

1. Visit our booking page by clicking "Book Now" in the navigation menu
2. Fill in your personal details including full name, phone number, and gender
3. Select your preferred hostel from the available options
4. Enter the payment amount (as advised by management)
5. Complete the payment via M-Pesa
6. You'll receive a confirmation once payment is verified

Note: Your booking is only confirmed after successful payment verification.

We currently accept payments via M-Pesa only. This ensures secure, fast, and convenient transactions for all our customers.

M-Pesa payment process:

• Enter your M-Pesa registered phone number
• You'll receive an STK push notification on your phone
• Enter your M-Pesa PIN to complete the payment
• Payment confirmation is instant

Room rates vary depending on the hostel and room type. Please contact our management team for current pricing information:

• Email: info@polyviewhostels.com
• Phone: Contact us through our contact page

Pricing typically includes:

• Accommodation for the academic term/semester
• Access to common facilities
• 24/7 security
• Maintenance support

Refund policies vary depending on timing and circumstances:

• Before room allocation: Partial refunds may be available (contact management)
• After room allocation: Refunds are subject to management approval
• Emergency situations: Special considerations may apply

To request a refund, please contact our support team with:

• Your booking reference/payment details
• Reason for cancellation
• Supporting documentation (if applicable)

Our hostel rooms typically include:

• Bed with mattress (if selected during booking)
• Study desk and chair
• Wardrobe/storage space
• Electrical outlets
• Window with natural lighting

Shared facilities include:

• Bathrooms and toilets
• Kitchen/cooking area
• Common room/lounge
• Laundry facilities
• Wi-Fi internet access

Yes, we provide mattresses for tenants. During the booking process, you can indicate if you need a mattress provided.

Mattress details:

• Standard single-size mattresses
• Clean and in good condition
• Provided at no additional cost
• Must be returned in good condition upon checkout

If you prefer to bring your own mattress, you can opt out during booking.

Yes, we provide 24/7 security for all our hostels:

• Professional security guards on duty round the clock
• Controlled access to hostel premises
• CCTV surveillance in common areas
• Visitor registration and management
• Emergency response procedures

Your safety and security are our top priorities.

To access your tenant portal:

1. Click on "Tenant" in the main navigation menu
2. Enter your registered phone number
3. Click "Login" to access your dashboard

In your tenant portal, you can:

• View your booking details
• Check payment history
• See your room and hostel information
• Submit support tickets
• Update your profile information

For tenant portal access, you only need your registered phone number - there's no password required.

If you can't access your account:

• Ensure you're using the exact phone number used during booking
• Include the country code if prompted (e.g., +254)
• Contact support if you still can't access your account

For security reasons, only the phone number associated with your booking can access your tenant account.

RFID access cards are provided after successful booking and payment verification:

1. Complete your booking and payment process
2. Wait for payment verification (usually within 24 hours)
3. Our management team will contact you for card collection
4. Visit the designated collection point with valid ID
5. Receive your RFID card and room allocation details

Important:

• Keep your RFID card safe - replacement fees may apply
• Report lost cards immediately to management
• Cards must be returned upon checkout

You can report maintenance issues through multiple channels:

• Tenant Portal: Log in and submit a support ticket
• Phone: Call our management office
• Email: Send details to info@polyviewhostels.com
• In Person: Visit the management office

When reporting issues, please include:

• Your room number and hostel name
• Detailed description of the problem
• When the issue started
• Photos if applicable
• Your contact information

Our response times depend on the urgency of the issue:

• Emergency (safety/security): Within 2 hours
• Urgent (water, electricity): Within 24 hours
• Standard (general repairs): Within 3-5 working days
• Cosmetic (non-essential): Within 1-2 weeks

You'll receive updates on the status of your maintenance request via your preferred contact method.

For general inquiries, you can reach us through:

• Email: info@polyviewhostels.com
• Contact Form: Use our website contact page
• Office Hours: Monday - Friday, 8:00 AM - 5:00 PM
• Emergency Contact: Available 24/7 for urgent matters

Our team typically responds to inquiries within 24 hours during business days.