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Reservations Help

Making a booking is simple - here's how:
1) Search for accommodation by
  • establishment name
  • area
  • clickable maps
  • feature on our search page (see orange tab above)
2) Make an instant enquiry directly with your chosen establishment (or multiple establishments)
Enter your accommodation requirements, then submit your enquiry and your request will be immediately delivered via email and/or mobile telephone - directly to the establishment(s).
3) Receive your personal reply and quote.
4) Accept the quote and pay a deposit online – securely - with your credit card.
If you do not wish to accept the quote, either re-enquire or simply reject the quote.
5) Your accommodation is booked!
We wish you safe and happy traveling. Please contact us should you require anything else.
Still got questions?
Our Frequently Asked Questions relating to your online enquiries are listed below and should answer most of your questions regarding online enquiries and bookings.
If you still need our help, please contact us.

Contact Portfolio Collection Online

Telephone: +27 (0) 21 701 9632
Fax: +27 (0) 21 86 678 2241
Office Hours: Monday - Friday 8.30 – 4.00 excluding public holidays.

FAQs

I have submitted an online request, how can I view my enquiry / enquiries?
You will receive an automated email from Portfolio Collection which will give you a direct link to your online enquiry. If you are connected to the internet you will be able to click on the link and it will open the enquiry. If you have not saved your username and password on your web page, you may have to re-enter those details. (See relevant question below for assistance with this).
The other option is to log in to your Portfolio Collection Account directly from our website. Go to our log in page here:
Enter your email address and your password. Once logged in, you will be taken to the enquiries that need your attention. Click on the enquiry number (first column) and this will open the enquiry where you can view your quote or the establishment's reply to you.
I have forgotten my username and password, what do I do?
On the log in page you have the option to request your password. You need simply to know which email address you used to register on our website.
If you do not know or have difficulty logging in, please contact Portfolio Collection for assistance.
How will I know that I have a reply to my request?
The moment an establishment submits a quote or replies to you; our website sends you an email notification. If you have selected the option to be notified by SMS (see next question) you will also receive an SMS alert on your chosen cell phone.
Even without the automated email you can still log in to your online account via our website and immediately view your online enquiries. Go to our log in page here:
Enter your email address and your password. Once logged in, you will be taken to your enquiries.
Please note that on rare occasions your email and cell phone provider may experience delays in delivering the emails or SMS alerts to you. Please check your online account via our website to ensure that you are not missing any replies.
How do I sign up for SMS alerts and what do they cost?
The simplest way to do this is to log in to your Portfolio Collection account. Go to the 'My Details" link on the Right Hand Side (RHS) menu. The last option under "Personal Details" is a check box to "Receive SMS updates" If you tick the box, you will receive them. If you un-tick this box you will no longer receive them.
You can also contact Portfolio Collection and we can set this up for you.
Portfolio Collection does not charge for this service.
Please be advised that we are unable to choose the time of day that SMS alerts are sent as they are sent as soon as you receive a response to your enquiry. If the response is made late at night, you will receive your SMS at that time. We recommend that you either switch your phone off when you do not wish to be disturbed, or uncheck this box for the duration that you do not wish to be disturbed.
I have received a response, what do I do?
The first step is always to check the status of your enquiry to know what you are required to do and whether you are waiting on the establishments to reply.
The status will let you know whether a quote has been submitted or whether a message has been sent that you may need to reply to. If an establishment is offering alternative dates of travel, this will be announced in the enquiry status.
I have received a quote and I want to book, what do I do?
You are required to pay the deposit (or the full amount) directly to Portfolio Collection before the quote expires.
In order to do this, you must have a valid quote. Without a valid quote your option to pay your deposit will not be shown. Your enquiry status must be one of the following:
  • Quote submitted by Supplier. Awaiting Guest Reply.
  • Travel Dates Amended, Quote Submitted. Awaiting Guest Reply
  • Quote with Amended Travel Dates Viewed by Guest
  • Quote viewed by Guest.
  • Quote Viewed by Guest. More Information Requested
  • Quote accepted by Guest. Payment Pending.
  • Quote with Amended Travel Dates Accepted by Guest. Payment Pending
If your status says anything else, you will have to request a new quote from the establishment. This is either because your quote has expired or because you have changed your enquiry details and have thereby cancelled your previous quote.
If the enquiry involves any of the above statuses, you have the option to "Accept Quote & Book". This option can be found at the top and the bottom of the enquiry. Once you have accepted the quote you then have the option to "Pay for Booking". By clicking on this option you will be taken to a secure online payment gateway where you can pay using your credit card. Should you wish to, you can also contact Portfolio Collection to request banking details for an electronic bank transfer or to pay via direct bank deposit.
What are the cancellation terms?
It is very important that you study the cancellation terms provided with your quote. By accepting your quote and paying your deposit you are agreeing to the cancellation terms. Each establishment displays its own cancellation terms.
Should you need to cancel your booking, after you have paid your deposit, refer to these terms to find out what you may be liable for.
It is highly recommended that you take out travel insurance to cover any cancellation charges in the event that you need to alter or cancel your confirmed booking.
Should you need to change or cancel a booking that you have confirmed and paid for, please contact both Portfolio Collection and the establishment at your earliest possible convenience.
The establishment has changed my original dates but these don’t work for me, what can I do?
In the event that you have indicated that your dates are flexible, or where the establishment can only accommodate you for a portion of your requested time, the establishment has the option to submit a quote for alternative dates. You enquiry status will advise you if this is the case and the quote will show your new dates in red to alert you to the fact that these have been amended.
Should these dates be unsuitable, and you wish to try alternative dates, click on the "Change Enquiry" option. This will open up a box where you can amend your dates and other accommodation requirements.
Should you wish to abandon the enquiry with this establishment you can click on the option to "Decline Quote & Cancel Enquiry".
You are encouraged to contact the Portfolio Collection Online team who can assist you with finding accommodation that meets your requirements.
Does Portfolio Collection charge commission?
Portfolio Collection deducts a small industry standard commission for the online booking service. Please note that this commission is not added to your quote and your quote should remain the same regardless of whether you book online or directly.
The establishment cannot accommodate me, what do I do?
You will receive an email from Portfolio Collection advising you that the establishment is fully booked for the dates that you have requested. Your enquiry status will change to "Unable to Accommodate".
When this happens you have a few options:
You may either re-enquire with the establishment if you are able to change your dates. (Choose the "Change Enquiry" option on your enquiry.)
You may search for a suitable alternative establishment online through our website.
You may contact the Portfolio Collection Online team for assistance in finding alternative accommodation for your requested dates. This can be done using the details at the top and bottom of this page or by clicking on "Contact Portfolio Collection" from within your enquiry.
I need more information from the establishment, what do I do?
If you need more information from the establishment before you are able to confirm your booking, you are able to send the establishment a message without losing your valid quote.
Click on "Send a Message to establishment" which you will find at the top and the bottom of your enquiry and that will allow you to correspond with the establishment via our website. This message will be recorded in the dialogue of the enquiry for future reference.
My quote has expired but I still want to book, what do I do?
You can use the "Send a Message to establishment" to request that the establishment reinstates your quote. You can also use the "Change Enquiry" option and re-enquire that way.
Alternatively you can contact Portfolio Collection Online to assist you with this. This can be done using the details at the top and bottom of this page or by clicking on "Contact Portfolio Collection" from within your enquiry.
What happens when I reply to the establishment?
Your response, whether it is a new request or a message, is immediately updated in the establishment's online account. The establishment also receives immediate email notification of your request. In addition, should they have the SMS alert option selected they will be notified by SMS to check their online account for your enquiry. They will then respond online and you will be notified.
The establishment has not replied, what should I do?
Portfolio is made aware of outstanding enquiries and we follow up on these daily. In addition, automated emails are sent from our system reminding establishments to reply to their enquiries, so it is very rare that a response is not received in a timely manner.
However, in the event that you have not received a response, you do have the option to send the establishments a message should you wish to prompt their response.
At any stage of the process you can contact Portfolio Collection Online for assistance or advice. This can be done using the details at the top and bottom of this page or by clicking on "Contact Portfolio Collection" from within your enquiry.
How can I print my confirmed booking?
Once your booking is confirmed you will have the option to "Print Details". This will take you to a printer friendly 1 - 2 page black and white copy of your booking. You can print this by clicking on the 'Print' button below the Portfolio Collection logo. The 'Back" button next to that will take you back to your enquiry once you have printed it. On this page you will also find the establishment’s contact details, and directions if included.
How can I view my current or past enquiries and bookings?
There are a number of ways to look up your enquiries. The simplest is to log in to your Portfolio Collection Account from our website by entering your email address and password.
You can also click on the "My Account" link from within your online enquiry, near the top of the page.
Your default view is the "Waiting for Guest" list so that you can see exactly which enquiries need your attention.
To view all your enquiries you can click on the "All Enquiries" button. Your last 50 enquiries will be displayed with links to further pages, should you have more than 50.
You also have quick links on the Right Hand Side (RHS) menu of your account to the various categories.
I have paid my deposit but the establishment can no longer accommodate me. What happens now?
Please contact the Portfolio Collection Online team immediately to arrange suitable alternative accommodation. This can be done using the details at the top and bottom of this page or by clicking on "Contact Portfolio Collection" from within your enquiry.
Portfolio Collection will assist you with these arrangements and will liaise with the establishment with regards to the return of your deposit.
I have paid my deposit but I need to cancel my booking. What happens now?
It is important that you contact the establishment and / or Portfolio Collection immediately. You can do so within your enquiry by clicking on the "Cancel Booking" option. This will alert Portfolio Collection to the fact that you have cancelled your reservation. You are prompted to leave a message as to the reason for the cancellation.
Depending on the cancellation terms of your booking, and how much notice you have given, you may or may not be entitled to a full or partial refund. Portfolio Collection will liaise with you and the establishment to ensure the correct values are calculated and if any refund is due, Portfolio Collection will refund you directly.
At any stage of the process you can contact Portfolio Collection Online for assistance or advice. This can be done using the details at the top and bottom of this page or by clicking on "Contact Portfolio Collection" from within your enquiry.
What else can be done in my account?
  • View and respond to your online requests.
  • 'At a glance' view of the number of enquiries in their various categories.
  • 'At a glance' view of the total quote value of your enquiries and bookings.
  • 'At a glance' view of the arrival date of your enquiries.
  • View and update your contact details.
  • View and update your bank details.
  • Access our online reservations details.

Contact Portfolio Collection Online for Assistance

Telephone: +27 (0) 21 701 9632
Fax: +27 (0) 86 678 2241
Office Hours: Monday - Friday 8.30 – 4.00 excluding public holidays.


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