Question 1

How do I book a stay on Hols?

Accepted Answer

Search for a destination, dates and guest numbers. Open a listing, choose the whole property, rooms or available units offered by the host, and review the price, house rules and cancellation policy before submitting your booking.

Question 2

Is my booking confirmed immediately?

Accepted Answer

The next step depends on whether the host has payments set up. You may be taken straight to TradeSafe checkout, or your booking may be sent as a request to the host. Check your booking status in Bookings; a pending request or unpaid booking is not proof of completed payment.

Question 3

Where can I find my booking and contact the host?

Accepted Answer

Sign in to your guest account and open Bookings to view your stay, booking status and payment details. Use your guest dashboard to message the host about arrival arrangements or questions before you travel.

Question 4

Can I book from outside South Africa?

Accepted Answer

Yes. Guests can book from anywhere in the world, while Hols accommodation is in South Africa. Booking payments are in South African rand (ZAR); your bank may apply currency conversion or international transaction charges.

Question 5

How do I pay for my booking?

Accepted Answer

When payment is available, Hols takes you to TradeSafe’s hosted checkout. Choose from the payment methods shown there and complete any bank authentication requested. Return to Bookings to check that your payment has been recorded.

Question 6

When do I pay, and can I pay in instalments?

Accepted Answer

The full booking amount is due when you complete checkout. Hols does not currently offer instalment payments. Submitting a request alone does not mean money has been taken.

Question 7

Does Hols charge guests a booking fee?

Accepted Answer

Hols does not charge a guest booking fee. A TradeSafe payment or escrow fee may apply: the host chooses to pay it, pass it to the guest, or split it equally. Review the final TradeSafe checkout total before authorising payment.

Question 8

Are cleaning fees and extras included?

Accepted Answer

If the host charges a cleaning fee, it is added once per stay. Selected paid extras are added according to their stated pricing. Review the booking breakdown and any security deposit requirement, then check the final payment total before paying.

Question 9

What should I do if payment fails or the bank authentication page is blocked?

Accepted Answer

Return to Bookings and check the payment status before trying again. Do not create another booking or assume payment succeeded just because your bank shows a pending amount. If the status is unclear or checkout remains blocked, contact Hols support with your booking reference and the error message. Never share your card details, password or verification code.

Question 10

Which cancellation policy applies to my stay?

Accepted Answer

The host’s policy is shown on the listing. Read it before booking, as refund eligibility depends on the policy and how long before check-in you cancel. If a custom policy is shown, contact the host or Hols support for help.

Question 11

How do I cancel and see my refund amount?

Accepted Answer

Open Bookings in your guest account and choose Cancel Booking for the relevant stay. Review the policy and refund amount shown before confirming. If cancellation is unavailable or funds have already been released, contact Hols support rather than assuming a refund is automatic.

Question 12

How long does a refund take?

Accepted Answer

Eligible refunds are processed through the payment provider. The time for money to appear in your account depends on the provider and your bank; Hols cannot guarantee a fixed arrival date. Contact support if you need help checking a refund.

Question 13

Can I change my dates, or what if the host cancels?

Accepted Answer

Message the host before cancelling if you want different dates; changes depend on availability and agreement. If the host cancels, contact Hols support to confirm your booking and payment status and arrange the appropriate refund.

Question 14

What is TradeSafe escrow?

Accepted Answer

Escrow means your paid booking funds are held by TradeSafe instead of being paid straight to the host at checkout. Hols uses TradeSafe to handle booking payments, eligible refunds and host payouts.

Question 15

When are escrow funds released to the host?

Accepted Answer

Hols schedules release of booking funds to the host 24 hours after check-in. Release from escrow and arrival in the host’s bank account are separate steps; bank processing can affect when the host receives the money.

Question 16

Do I need to create a separate TradeSafe account?

Accepted Answer

You start your booking in Hols and pay through the TradeSafe checkout link. You do not need to arrange a separate TradeSafe seller account. Complete any payment or identity checks requested by the checkout service.

Question 17

What if there is a problem with my stay while funds are in escrow?

Accepted Answer

Contact the host and Hols support promptly with your booking reference and details of the problem, preferably before the scheduled release. Escrow is not insurance or a promise of an automatic refund; any refund or dispute needs to be reviewed under the booking policy and TradeSafe’s process.

Question 18

What is a security deposit?

Accepted Answer

A refundable amount some hosts require to cover potential damage during your stay. The deposit is held — not charged — and is shown clearly at checkout before you book.

Question 19

When is my security deposit returned?

Accepted Answer

Deposits are released within 7 days of check-out, provided no damage is reported. You'll see the status (Held, Awaiting, or Returned) in your Guest Dashboard.

Question 20

What if the host claims against my deposit?

Accepted Answer

The host must provide photo evidence and an itemised cost. You'll be notified and have 72 hours to respond before any deduction is processed. Hols support can mediate if you disagree.

Question 21

What time can I check in and check out?

Accepted Answer

Check-in and check-out times are set by each host and shown on the listing page and in your booking confirmation. Contact the host directly to request early or late times.

Question 22

What should I do if there's an issue during my stay?

Accepted Answer

Contact the host first using the details in your booking confirmation. If unresolved, contact Hols support via the Contact Us page.

Question 23

Are pets allowed?

Accepted Answer

Pet policies are set per property. Check the listing's amenities section for a 'pet-friendly' tag. If not listed, contact the host before booking.

Question 24

How do I get the property address and check-in instructions?

Accepted Answer

Full address, key-collection details, and Wi-Fi codes are sent automatically 48 hours before check-in, once your booking is confirmed and paid.

Question 25

Can I bring more guests than I originally booked for?

Accepted Answer

No. The guest count agreed at booking is fixed for insurance and capacity reasons. If your group size changes, message the host to update the reservation before arrival.

Question 26

What's included in the property?

Accepted Answer

Each listing shows a full amenities list — bedding, kitchen equipment, heating, parking, Wi-Fi and any extras. If something specific matters to you, ask the host before booking.

Question 27

How do I contact my host?

Accepted Answer

Use the in-app messaging in your Guest Dashboard. Hosts typically reply within a few hours. Some hosts also use AI-assisted replies for faster responses outside working hours.

Question 28

When do I get the host's phone number?

Accepted Answer

For your privacy and the host's, phone numbers are only shared once a booking is confirmed and paid. Before that, all communication runs through the secure Hols message thread.

Question 29

Why isn't the host replying?

Accepted Answer

Most hosts reply within a few hours during the day. If you haven't heard back in 24 hours, contact Hols support and we'll follow up directly.

Question 30

How do I list my property on Hols?

Accepted Answer

Create an account, click 'List a Property', add your property details and photos, set pricing, and connect your payout details. The listing goes live immediately.

Question 31

How much does it cost to list a property?

Accepted Answer

Every new host gets a 3-month free trial with no subscription charges — no credit card required. After the trial, choose a plan: a flat monthly subscription from R329/month. Hols never takes a booking fee — you keep 100% of every booking, versus the 15–20% typical of major booking sites. See hols.co.za/pricing for full details.

Question 32

How and when do I get paid?

Accepted Answer

Funds are released to your connected payout account the day after the guest checks in. Payouts typically arrive within 2–7 business days depending on your bank. Track all earnings in the Host Dashboard.

Question 33

Can I block dates on my calendar?

Accepted Answer

Yes. Use the Host Calendar to block individual dates, set price overrides, and sync availability with external platforms (Airbnb, Booking.com) via iCal import/export.

Question 34

Can I manage multiple properties from one account?

Accepted Answer

Yes. Add as many listings as you like under a single Host Dashboard. Each property has its own calendar, pricing, photos, amenities and add-ons.

Question 35

Do I need to write my own listing description?

Accepted Answer

Not from scratch. The built-in Listing Assistant uses AI to help draft descriptions, summaries and SEO copy based on your property details — you stay in control of the final wording.

Question 36

Can I invite cleaners or a property manager to help me?

Accepted Answer

Yes. Invite cleaners by email from your Housekeeping section and assign turnaround tasks per booking. Cleaners get their own restricted dashboard — they only see what they need to do their job.

Question 37

What types of property can I list?

Accepted Answer

Self-Catering, Bed & Breakfast, Guest House, Country House, Game Lodge, Nature Reserve, Caravan & Camping, Backpackers & Hostelling, Hotel and Boutique Hotel accommodation. Each category has tailored fields for whole properties, rooms, units, dormitories or sites so guests see accurate availability.

Question 38

How do I create an account?

Accepted Answer

Click 'Sign In', then 'Sign Up'. Enter your email and password. A verification email is sent — click the link to activate your account. You'll also verify your phone number by SMS code.

Question 39

I forgot my password. How do I reset it?

Accepted Answer

On the sign-in page, click 'Forgot Password'. Enter your email to receive a password reset link. The link expires after 24 hours.

Question 40

Is my personal information secure?

Accepted Answer

Yes. Hols uses TLS encryption for all connections and a PCI Level 1 compliant provider for payment processing. Personal data is handled under POPIA. See the Privacy Policy for full details.

Question 41

How do I delete my account?

Accepted Answer

Go to Profile → Settings → Delete Account. Active bookings must be completed or cancelled first. Account deletion is permanent and removes your personal data in line with POPIA.

Question 42

Do you operate outside South Africa?

Accepted Answer

No. Hols is South Africa-only — every property listed is in Gauteng, the Western Cape, KwaZulu-Natal and the Eastern Cape. This lets us specialise in South African rules, payouts and guest expectations.

Help Centre

Guest FAQ

Guest FAQ — Booking

Guest FAQ — Payments

Guest FAQ — Cancellations & Refunds

Guest FAQ — TradeSafe Escrow

Security Deposits

Your Stay

Messaging & Communication

Hosting

Account & Security

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