Help Centre

Browse our properties at casaresidences.com/properties, select your preferred home, choose your check-in and check-out dates, and click "Book Now." You'll need to create a free account to complete your booking. Most properties offer instant confirmation.

The minimum stay varies by property — most homes have a 1-night minimum, while some longer-term lets require a 7-day minimum. The specific requirement is shown on each property listing.

To change your dates or number of guests, please contact us at least 48 hours before your check-in via the Contact page or WhatsApp (+256 700 000 000). Changes are subject to availability and may affect the total price.

A Pending booking means we've received your request and are reviewing it. Confirmed means we've approved your stay and everything is set. You'll receive an email for each status update.

We accept online payments via Pesapal (credit/debit cards, mobile money) and Pay on Arrival (cash or mobile money on the day of check-in). Online payments must be completed to fully secure your booking.

Yes. All online transactions are processed through Pesapal, a PCI-DSS compliant payment gateway. We never store your card details.

For online payments, you pay at the time of booking. For Pay on Arrival, payment is collected when you check in. Your booking remains provisional until payment is received.

Log in to your account, go to My Bookings, and click "Cancel Booking" on any pending booking. Confirmed bookings must be cancelled by contacting us directly. Please see our full Cancellation Policy for refund timelines.

Refunds depend on when you cancel relative to your check-in date. Pending bookings cancelled before confirmation receive a full refund. For confirmed bookings, our standard cancellation policy applies — please review it at casaresidences.com/cancellation-policy.

Check-in details (key collection point, access codes, or host contact) are sent to your email 24 hours before your arrival. If you haven't received these, contact us immediately on +256 700 000 000.

All properties come fully furnished with quality beds, linens, towels, kitchen equipment, and appliances. High-speed Wi-Fi, electricity, and water are included. Some properties include a cleaning service — check the individual listing for details.

Log a maintenance request through your account under Maintenance Requests, or call reception on +256 700 000 000. We aim to respond within 4 hours for urgent issues.

Yes — you can pre-register expected visitors through the Visitor Management section in your account. This helps our team ensure the security of all residents.

After your check-out date has passed, a "Leave a Review" option appears in My Bookings next to your completed stay. You can leave a star rating, written comment, and optionally record or upload a video review.

Reviews cannot be edited or deleted once submitted to maintain authenticity. If you believe a review was submitted in error, please contact us.