What is the procedure after I have made an enquiry?

After you have made an enquiry, the establishment will respond by issuing you with a quotation. You will receive both email and SMS notification as soon as the quotation has been issued. Located within the email is a clickable link that will take you to the details of your quotation. If the quotation is satisfactory, you can pay immediately and securely with your credit card by clicking on the ‘accept and pay’ button.

Can I enquire to multiple establishments and compare prices?

Absolutely! All you need to do is add the establishments to your Enquiry Basket. Once you have selected all the establishments to which you would like to enquire, proceed to check-out. The selected establishments will then be afforded the opportunity to send you a quotation.

If the establishment is full, can they refer my enquiry to another establishment close by?

Yes, our sophisticated geo-location module will know of nearby establishments, and refer your enquiry to a nearby establishment.

Does the establishment need a deposit or a payment in advance?

You will be required to pay a deposit when making your booking. The deposit percentage is determined by the establishment and may vary.

What does the price include?

The price you see is the price you pay. Any transaction fee will be covered by the establishment.

What if I need to cancel my reservation?

You would need to contact the Establishment who would then reimburse any amount due as per the establishment’s cancellation policy. Please note that Booksure™ will not be held liable should an establishment fail to honour his/her cancellation terms.

Can I make a reservation without a credit card?

You will need a credit card to pay for your reservation through Booksure. You will also be able to pay using a cheque card if the card has a CVV and expiry date.

Why is there a [Book Now] button on some establishments and not others?

Not all of the establishments have their availability calendars and rates up to date and prefer to send a guest a quotation. Only establishments who have opted for a Real-time booking system will have the [Book Now] button and will be able to receive instantaneous bookings.

I have made a booking and have been notified that the establishment has 24 hours to accept my booking. What does this mean?

Firstly, your credit card has not been debited, the money has been authorized. The establishment has 24 hours within which to accept or decline the booking request. In the event that the booking request be declined, authorization on your card will be reversed. Should the booking request be accepted by the establishment, your card will be debited. Should the establishment fail to respond within 24 hours, the authorization on your card will be reversed.


Do you store credit card numbers?

No we do not. As per Booksure’s compliance with The Payment Card Industry Data Security Standard (PCI DSS), no credit card information is stored in our database.

How do I know if a payment has gone through successfully?

A successful payment will result in an SMS confirmation if a mobile number was supplied. A receipt will also be printed on the screen. For Establishments partaking in 24 hour confirmation of real-time bookings, an authorization message will be displayed on the screen followed by an email receipt pending acceptance of the booking by the Establishment.

Can I pay with a Diners Club or American Express Credit Card?

That would depend on the Establishment. Certain Establishments select not to accept Diners Club and American Express Cards.

When making a payment, I am redirected to a screen asking for a pin number. What is this?

Booksure participates in the Verified by VISA / MasterCard SecureCode worldwide anti-fraud program known as 3D Secure. If a credit card is enrolled in this program, a One Time Pin number (OTP) is required to complete the payment. Depending on the cardholder’s bank, this may be a pin number forwarded to a mobile phone or a pin number that was selected by the client during the card enrolment process.

Why do I need 3D Secure?

3D Secure offers the guest a sense of security knowing that they can make bookings securely online. 3D secure reduces the risk of credit card fraud in that a payment can only be made using credit card details if a pin number is provided.


Do you offer online support to guests?

We have dedicated 24/7 Email Support for any queries or problems. Email your query to We can also be contacted on 0861 115 138 (within South Africa) or +27 42 293 4084 (outside South Africa) during office hours, Monday – Friday 9am – 5pm (GMT+2).