Reservation, Cancellation & Refund Policy

We are committed to providing all our guests with a seamless and professional booking experience. To ensure fairness, transparency, and smooth access to our furnished apartments, please carefully review the following terms:

1. Booking Guidelines

• All reservations are confirmed on a first-come, first-served basis.

• To secure your preferred apartment and dates, a deposit or full payment is required at the time of booking.

• Reservations will only be confirmed once:

  • The deposit or full payment has been received, and

  • The guest has provided the required personal details (full name, ID/passport copy and contact number.)

• If only a deposit is paid, the balance of payment is strictly due upon check-in/occupation. (Note: For stays of 7 days or less, full payment is required at the time of booking. For longer stays, a minimum 50% of the total stay amount is required)

• A receipt will be issued as proof of confirmation, clearly indicating the apartment complex booked and the reserved dates.

• Guests must confirm their exact dates of occupation in advance at the time of booking. This ensures availability and smooth check-in arrangements.

2. Payments

• All payments must be made directly to our official company Paybill number (to be provided when booking).

• Guests are required to use their full name as the payment reference.

• Once payment is verified, a digital or physical receipt will be issued.

• Please note that we do not accept cash payments for security and accountability reasons.

3. Cancellation Policy

• 7 or more days before check-in: 70% of the deposit will be refunded.

• 4–6 days before check-in: 50% of the deposit will be refunded.

• Less than 4 days before check-in: The deposit is non-refundable.

• Any cancellation must be communicated in writing via email or WhatsApp to our reservations team.

4. Refunds

• Refunds (where applicable) will be processed within 10 working days and credited back to the original mode of payment.

• Transaction or bank charges may be deducted from the refunded amount.

• Refunds apply strictly to deposits; once a guest has checked in, payments are non-refundable.

5. No-Shows & Early Check-Outs

• No-Show: If a guest fails to arrive on the confirmed dates without prior written notice, the deposit will be forfeited in full.

• Early Check-Outs: Payments for unused nights after check-in are non-refundable.

6. Guest Details & Access Requirements

• For security and access purposes, guests must provide the following details at the time of booking: (Full name, ID/passport copy and Contact number)

• Access to the apartment will only be granted once the required details have been submitted and verified.

• We reserve the right to deny access if accurate guest information is not provided prior to check-in.

7. Unforeseen Circumstances (Force Majeure)

We understand that sometimes situations beyond a guest’s or our control may affect travel or accommodation. These may include, but are not limited to: flight delays or cancellations, natural disasters, government restrictions, public health emergencies, or other unavoidable events.

• In such cases, each situation will be reviewed individually and fairly.

• Where possible, we may offer to reschedule the booking to alternative available dates instead of applying cancellation penalties.

• If rescheduling is not possible, our standard cancellation and refund policy will apply.

8. Guest Responsibility for Damages

• Guests are liable for any damages caused to the apartment, furniture, or facilities during their stay.

• Charges will apply for lost keys, missing items, or excessive cleaning required due to misuse.

• Such costs will be deducted from the security deposit (if applicable) or billed directly to the guest.

9. Changes to Reservations

• Requests to change booking dates must be made in writing.

• Changes are subject to availability and may attract additional charges if rates differ.

10. Non-Transferable Bookings

• All reservations are personal to the named guest(s).

• Bookings may not be transferred, resold, or assigned without prior written approval from management.

11. Right to Decline or Cancel Reservations

We reserve the right to decline, cancel, or terminate a reservation if:

• Guest details are found to be false or incomplete,

• Payments are not made in accordance with our booking terms, or

• Guests fail to comply with these policies.

In such cases, deposits may be forfeited at the discretion of management.

12. General Terms

• By making a reservation and paying a deposit, guests are deemed to have read, understood, and accepted this policy.

• We reserve the right to amend these terms when necessary; any updates will be published on our website.

We value your trust and look forward to hosting you at our furnished apartments in Nairobi. Our policies are designed to ensure fairness, transparency, and a smooth experience for all our guests. Should you have any questions or require clarification regarding reservations, payments, or cancellations, please do not hesitate to contact our reservations team.

Thank you for choosing us – we look forward to welcoming you soon.