Frequently Asked Questions

RooMates is a cloud-based SaaS hostel booking platform for Ghanaian students. It lets students search, compare, and book verified hostels near their university — and gives hostel owners a complete digital management system for rooms, bookings, payments, and more.

Visit the RooMates homepage and click "Sign Up." Enter your name, email, phone number, and a secure password. You will receive a verification email to activate your account. Ensure your details are accurate as they will be used for hostel bookings and communications.

Yes — browsing hostels is free with no account required. Creating a student account is also free. Hostel owners may be subject to service fees, which are disclosed separately in the owner agreement.

Log in to your RooMates account, browse available hostels, select your preferred room type, and complete the booking form. Payment is made directly through the hostel's gateway (Hubtel, Paystack, or bank). You will receive a confirmation once the booking is processed.

Accepted methods depend on the hostel's gateway. Most hostels accept Mobile Money (MTN, Vodafone, AirtelTigo), bank cards (Visa, Mastercard), and bank transfers. All payments are processed securely through the hostel's own merchant account — RooMates never holds your funds.

Room rates and any applicable fees are shown in full before you confirm a booking. There are no hidden charges from RooMates. Additional charges for damages or extra services are set by the hostel and disclosed in their listing.

RooMates supports three booking types: Regular (full semester stays), Short Stay (days, weeks, or months — ideal for internships), and Bulk Booking (block-booking multiple rooms for organisations or groups).

Log in to your account, go to "My Bookings," and select "Cancel" for the relevant booking. Cancellation policies vary by hostel and are shown before you confirm a booking.

Refunds depend on the hostel's cancellation policy, which is clearly displayed during booking. Non-refundable bookings are marked as such. If eligible, refunds are processed within 7–14 business days through the same payment method.

We use TLS encryption in transit, encrypted storage at rest, and strict access controls. RooMates complies with Ghana's Data Protection Act, 2012 (Act 843). See our Privacy Policy for full details.

Yes. You can request access, correction, or deletion of your data at any time. Contact our Data Protection Officer at privacy@roomates.com. We will respond within 30 days.

Cookies are small files that enhance your experience — for example, remembering your search preferences. You can manage them via the cookie consent banner or your browser settings. See our Cookie Policy for full details.

Use the "Forgot Password" link on the login page to reset your password. Check your spam folder for the reset email. If the issue persists, contact support at support@roomates.com with your account email and we will assist within 24 hours.

RooMates is fully mobile-optimised and works on any device through your browser. A dedicated iOS and Android app is planned for a future release.

First verify that your payment was completed successfully. If payment went through but the booking still shows as pending, contact the hostel directly or reach out to RooMates support with your booking reference.

Visit the "List Your Hostel" page and submit a listing request. Our team will review your application and get in touch within 2 business days. Once approved, you can configure your rooms, pricing, and payment gateway from your owner dashboard.

RooMates does not hold or process student payments. You connect your own Hubtel, Paystack, or bank payment gateway — funds go directly to your merchant account when a student pays.

Yes. The RooMates Hostel Management System works standalone. You can manage existing residents, track occupancy, handle complaints, and run operations from your dashboard — even before receiving your first online booking.