Policies
Clear guidance for the moments that matter.
Cancellation and room rates
Every SafarBay hotel with rooms offers the Deluxe Room on three rates. A Flexible rate cancels free of charge when check-in is more than 24 hours away; a Saver rate keeps 75% of the stay and returns 25%.
Changing dates, rooms or guests
A change to your dates, room or guest names applies straight away when rooms are available, except on a Fixed Dates rate or within 24 hours of travel, when our team must approve the exact change first.
Refunds and timelines
Every refund goes back to your original payment. Card and mada refunds take 5-10 business days; SafarBay wallet refunds are instant.
Booking confirmation
A stay is confirmed once the hotel supplier's confirmation matches your booking. While that confirmation is pending, we offer available alternatives in the same city and follow up with the supplier.
When the airline changes your flight
If the airline changes or cancels your flight, the airline's rules decide your options. SafarBay can't guarantee an airline waiver.
Denied check-in or overbooking
If a hotel can't check you in because it is overbooked, we move your stay to another SafarBay hotel with rooms in the same city at no extra cost to you, or you can take your money back for the stay instead.
Airport transfers
If your driver is running late, we reschedule the pickup with the transfer provider. If the driver doesn't show up, our team reviews it and can book one replacement pickup.
Offers, credits and loyalty
TRAVEL40 adds a 40.00 credit, in your booking's currency, to an eligible booking. It doesn't apply to bookings made after the promotion ended. SafarBay loyalty tiers are Blue, Silver, Gold and Platinum.
Extras and upgrades
Daily breakfast, an airport transfer and a room upgrade to a suite are extras we quote per booking: an eligible booking gets a quote, and otherwise our sales team gives you prices.
Travel documents and baggage
Governments set passport, visa and entry rules: SafarBay can explain general document requirements but never guarantees a visa or entry. Your airline's fare sets your baggage allowance.