Our Policy.

Reservation, Cancellation & Refund Policy

We are committed to providing our guests with a seamless, transparent, and professional booking experience. To ensure fairness and smooth operations across all our furnished apartments, please review the following policy carefully.

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📘 1. Booking Guidelines

🗓 Reservations are confirmed on a first-come, first-served basis.
💳 To secure an apartment and preferred dates, a deposit or full payment is required at booking.

A reservation is only confirmed once:
✔ Payment (deposit or full amount) has been received
✔ Required guest details have been provided (full name, ID/passport copy, contact number)

💰 Stays of 7 days or less: Full payment required at booking.
💰 Stays longer than 7 days: Minimum 50% required at booking, balance payable upon check-in.

🧾 A receipt confirming apartment and dates will be issued once payment is confirmed.
📅 Guests must confirm exact occupation dates at the time of booking.

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💳 2. Payments

🏦 All payments must be made to our official company Paybill number (shared at booking).
👤 Guests must use their full name as the payment reference.
🧾 A digital or physical receipt will be issued once payment is verified.
🚫 Cash payments are not accepted for security and accountability purposes.

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🔐 3. Security Deposit (Long-Term Stays)

💵 A refundable security deposit (typically equivalent to one month’s rent) may be required.

The deposit is refundable within 7 working days after check-out, subject to:
🔎 Apartment inspection
✔ Confirmation of no damages, losses, or excessive cleaning charges

Any deductions will be clearly communicated.

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⏰ 4. Check-In & Check-Out

🕛 Check-in: Between 12:00 noon and 2:00 PM
🕥 Check-out: By 10:30 AM

⏳ Early check-in or late check-out must be requested in advance and is subject to availability.
💲 A small additional charge may apply, or may be granted at no cost depending on availability.

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❌ 5. Cancellation Policy

📅 7+ days before check-in: 70% of deposit refunded
📅 4 – 6 days before check-in: 50% of deposit refunded
📅 Less than 4 days before check-in: Deposit non-refundable

✉ All cancellations must be communicated in writing via email or WhatsApp to the reservations team.

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💸 6. Refunds

⏳ Approved refunds will be processed within 10 working days to the original mode of payment.
🏦 Transaction, bank, or mobile money charges may be deducted where applicable.

For short stays paid in full, refunds are calculated based on the deposit-equivalent portion.
🚫 Once a guest has checked in, payments are non-refundable.

Refund timelines may vary due to bank, mobile money, or public holiday delays.

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🚫 7. No-Shows & Early Check-Outs

📌 No-Show: Failure to arrive without prior written notice results in forfeiture of deposit.
📌 Early Check-Out: Unused nights after check-in are non-refundable.

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🪪 8. Guest Details & Access Requirements

For security and access purposes, all guests must provide:
✔ Full name
✔ ID/passport copy
✔ Contact number

🔑 Access will only be granted once details are submitted and verified.
Management reserves the right to deny access if accurate information is not provided prior to check-in.

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👥 9. Maximum Occupancy, Visitors & House Rules

🏠 Apartments are limited to the maximum occupancy confirmed at booking.
🚫 Additional overnight guests, visitors, parties, or events are not permitted without written approval.
📋 Guests must comply with all house rules shared before or at check-in.

Violation may result in immediate termination of stay without refund.

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🔄 10. Changes to Reservations

✉ Amendments must be made in writing.
📆 All changes are subject to availability.
💲 Revised dates may be charged at prevailing rates (especially during peak seasons, holidays, or special events).

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⚠ 11. Unforeseen Circumstances (Force Majeure)

Events beyond control (flight disruptions, natural disasters, government restrictions, public health emergencies) will be reviewed case-by-case.

📅 Where possible, alternative dates may be offered.
💰 Refunds are not automatic; if rescheduling is not feasible, the standard cancellation policy applies.

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🔒 12. Non-Transferable Bookings

Bookings are personal to the named guest(s).
🚫 Reservations may not be transferred, resold, or assigned without prior written approval.

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🚷 13. Right to Decline or Cancel Reservations

We reserve the right to decline, cancel, or terminate a reservation if:
❌ Guest details are false or incomplete
❌ Payments are not made in accordance with our terms
❌ Guests fail to comply with these policies or house rules

Deposits or payments may be forfeited at management’s discretion.

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📜 14. General Terms

By making a reservation and/or paying a deposit, guests confirm they have read, understood, and accepted this policy. Management reserves the right to amend these terms when necessary. Updates will be published on our official platforms.

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15. Additional Terms and Conditions

🔞 Age Requirement
Guests must be at least eighteen (18) years of age to make a reservation. Management reserves the right to verify identification at check-in.

🤝 Guest Conduct & Noise Policy
Guests are expected to conduct themselves responsibly and maintain reasonable noise levels at all times. Any conduct that disturbs neighbors or other occupants may result in warnings, penalties, or termination of the stay without refund.

🚭 No Smoking Policy
Smoking is strictly prohibited inside the apartments. Any violation of this policy may attract additional cleaning or restoration charges.

🐾 Pets Policy
Pets are not permitted on the premises unless prior written approval is granted by management. Approved pets may attract an additional deposit or cleaning fee.

💡 Utilities & Fair Usage
Utilities and services included in the accommodation rate are subject to fair and reasonable usage. Excessive or abnormal consumption may attract additional charges, particularly for long-term stays.

🔐 Liability Disclaimer
Management shall not be held liable for loss, theft, or damage to guests’ personal belongings during their stay. Guests are advised to secure their valuables at all times.

🛠 Right of Access
Management reserves the right to access the apartment for emergencies, maintenance, inspections, or safety reasons, with reasonable notice where practicable.

⚖️ Governing Law
This policy shall be governed and interpreted in accordance with the laws of the Republic of Kenya.

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We value your trust and look forward to hosting you at our furnished apartments in Nairobi, the Mombasa coastline, and beyond. Our policies are designed to ensure transparency, fairness, and a smooth stay for all guests.

Should you require any clarification, please contact our reservations team.
Thank you for choosing us — we look forward to welcoming you.