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.

1. Booking Guidelines

• All 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 the time of booking.

• A reservation is only confirmed once:

  • Payment (deposit or full amount) has been received, and

  • Required guest details have been provided (full name, ID/passport copy, and contact number).

• For stays of 7 days or less, full payment is required at the time of booking.

• For stays longer than 7 days, a minimum of 50% of the total stay amount is required, with the balance payable upon check-in.

• A receipt confirming the apartment booked and dates reserved will be issued upon payment confirmation.

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

2. Payments

• All payments must be made directly 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.

3. Security Deposit (Long-Term Stays)

• For long-term stays, a refundable security deposit may be required, typically equivalent to one month’s rent.

• The security deposit is refundable within 7 working days after check-out, subject to:

  • Inspection of the apartment, and

  • Confirmation that no damages, losses, or excessive cleaning charges apply.

• Any deductions (if applicable) will be communicated clearly to the guest.

4. Check-In & Check-Out Times

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

• Requests for early check-in or late check-out must be made in advance and are subject to availability.

• In some cases, a small additional charge may apply, or may be granted at no cost depending on availability.

5. Cancellation Policy

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

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

• Less than 4 days before check-in: Deposit is non-refundable

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

6. Refunds

• Approved refunds will be processed within 10 working days and credited to the original mode of payment.

• Transaction, bank, or mobile money charges may be deducted where applicable.

• For short stays where full payment was made in advance, any applicable refund will be calculated based on the deposit-equivalent portion of the booking.

• Once a guest has checked in, payments are non-refundable.

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

7. No-Shows & Early Check-Outs

• No-Show: Failure to arrive on the confirmed dates without prior written notice will result in forfeiture of the deposit.

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

8. Guest Details & Access Requirements

• For security and access purposes, all guests must provide:

  • Full name

  • ID/passport copy

  • Contact number

• Access to the apartment 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.

9. Maximum Occupancy, Visitors & House Rules

• Apartments are strictly limited to the maximum occupancy confirmed at booking.

• Additional overnight guests, visitors, parties, or events are not permitted without prior written approval.

• Guests must comply with all house rules, which will be shared before or at check-in.

• Breach of occupancy limits or house rules may result in immediate termination of the stay without refund.

10. Changes to Reservations

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

• All changes are subject to availability.

• Revised dates may be charged at the prevailing rates, especially during peak seasons, holidays, or special events.

11. Unforeseen Circumstances (Force Majeure)

We acknowledge that certain circumstances beyond a guest’s or our control may arise, including but not limited to flight disruptions, natural disasters, government restrictions, or public health emergencies.

• Each situation will be reviewed on a case-by-case basis.

• Where possible, we may offer rescheduling to alternative available dates.

• Refunds are not automatic, and where rescheduling is not feasible, the standard cancellation policy will apply.

12. 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.

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, or

• Guests fail to comply with these policies or house rules.

In such cases, deposits or payments may be forfeited at management’s discretion.

14. General Terms

• By making a reservation and/or paying a deposit, guests confirm that 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.

15. Additional Terms and Conditions

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

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.

Smoking is strictly prohibited inside the apartments. Any violation of this policy may attract additional cleaning or restoration charges.

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 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.

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.

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

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

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.