Frequently Asked Questions

OriNest is Rwanda's leading online platform for bookings and stays. We connect travelers with quality accommodations and help property owners manage their listings efficiently. Our platform supports various property types including residential properties, vehicles, commercial spaces, and attractions.

OriNest has been serving the Rwandan community for several years, building trust through reliable service and exceptional customer support. We continue to grow and expand our offerings to better serve our users.

We pride ourselves on offering a user-friendly platform, competitive pricing, verified listings, 24/7 customer support, and secure transactions. Our commitment to transparency and quality ensures every user has the best experience possible.

Yes, we use industry-standard encryption and security protocols to protect your personal and financial information. All transactions are secure, and we comply with international data protection standards.

Simply browse available properties, select your dates, review the property details and pricing, add any special requests, and complete the booking process with your preferred payment method. You'll receive a confirmation email immediately.

Yes, cancellations are allowed based on the property's cancellation policy, which is clearly displayed before booking. Most properties offer flexible cancellation with refunds. Check your booking confirmation for the specific policy details.

You can modify your booking dates, guest count, or special requests through your account dashboard. Some changes may incur additional charges based on availability and pricing. Contact our support team for complex modifications.

Yes, you'll receive a confirmation email with all booking details immediately after completing your reservation. If you don't see it, check your spam folder or contact us for assistance.

We accept multiple payment methods including mobile money (MTN, Airtel), credit/debit cards (Visa, Mastercard), and bank transfers. Choose the option that works best for you at checkout.

Absolutely. We use 256-bit SSL encryption and PCI DSS compliance to ensure all payment information is secure. Your financial data is never stored on our servers.

Refunds are processed according to the property's cancellation policy. Full refunds are typically available if you cancel before the specified deadline. Partial refunds may apply for cancellations within a certain timeframe.

Refunds are processed within 5-7 business days after approval. Some payment methods may take longer depending on your bank or mobile service provider.

Create an account on OriNest, complete your profile, and use our property listing form. Add high-quality photos, set your pricing, define availability, and include detailed descriptions. Your listing will be reviewed and published within 24 hours.

Requirements include a clear property description, at least 5 high-quality photos, accurate pricing, availability calendar, house rules, and contact information. Listings must comply with our community guidelines.

Hosts receive payment directly to their bank account or mobile money within 3-5 business days after guest checkout. Payment includes the booking amount minus OriNest's service fee.

OriNest charges a competitive service fee of 10-15% depending on your hosting level. This fee covers platform maintenance, customer support, payment processing, and marketing of your listing.

Click "Forgot Password" on the login page, enter your email address, and we'll send you a password reset link. Click the link and follow the instructions to create a new password.

You can have one personal account and one business account. However, accounts must not be duplicates or fraudulent. Multiple accounts for the same person to avoid restrictions are prohibited.

You can delete your account from your account settings. Note that this action cannot be undone. All your data will be permanently removed from our system.

You can reach our support team via email at [email protected], phone at +250 788 698 973, or WhatsApp at +250 793 077 088. We're available 24/7 to help you.

You earn points automatically for booking stays, attractions, events, and car rentals, leaving reviews after your trip, sharing a public Travel Memory, and referring friends. Points show up in your dashboard as soon as the qualifying action is confirmed.

As you collect points, you climb through levels on the sports and travel tracks, unlocking a new badge at each one. You can share your badge from your dashboard, and doing so earns you a one-time points bonus for that level.

The Hall of Fame is our leaderboard, ranking members by points earned. You can see how you compare to other travelers and fans, and top members get extra recognition on the platform.

Share your referral link with friends. When someone signs up using your link, you earn points right away, and you earn even more once they complete their first paid booking. You can find your referral link in your dashboard.

Yes. Alongside stays, OriNest lets you book tickets for attractions, tours, and sports events across Rwanda. You'll get a confirmation with your ticket details, and the booking counts toward your rewards points.

Browse available vehicles, pick your dates, and book directly through the platform. Payment and confirmation work the same way as a stay booking — secure checkout, instant confirmation, and points on completion.

Yes, OriNest also connects you with drivers you can book alongside or instead of a self-drive rental, so you can get around without worrying about navigation or local driving conditions.

Yes — every booking vertical on OriNest earns rewards points, not just stays. Points are added to your account once the booking is confirmed.

The Store is where members can get OriNest merchandise. Logged-in members can see their available sizes and options at checkout.

Member Deals are hidden, members-only discounts on stays, attractions, events, car rentals, drivers, and the Store. There are no codes to enter — if a deal applies to you, it's applied automatically at checkout. You can see any deals available to you from the Deals link when you're logged in.

Travel Memories is your personal trip diary. You can write about a stay, attraction, or trip and choose to keep it private or make it public for other members to see.

Yes — publishing a public diary entry earns you points, up to once per day. Private entries are just for you and don't earn points.