Reservation Policy, Deposit Policy, Cancellation Policy and No-Show Policy

Reservation Policy, Deposit Policy, Cancellation Policy and No-Show Policy 

Reservation Policy: 

Check-In Time: 13:00hrs – 22:00hrs     Check-Out Time: 10:00hrs 

Early check-in or late check-out is subject to bed/room availability on the relevant day, to be reconfirmed with the management or the agent. 

For Premium Business privilege guests, a flexible (24:00 hrs) check-in and check-out policy, subject to availability, applies. 

Rooms not occupied by 22:00 hours will be seen as No-Show, unless prior arrangement has been made. 

For Peak Season, all reservation payments are non-refundable. The definition of the Peak Season period will be determined by a unilateral decision of the Management. 

A full room rate will be chargeable for check-in at 07:00 hours or check-out after 15:00 hours. 

It is mandatory for all guests to produce a valid identity document upon check-in; for foreign guests a valid passport and for domestic guests, a valid identity card shall be accepted as proof of identity. 

Guests checking into our properties must be at least 18 years of age, children must be accompanied by an adult. 

Upon check-in, all guests must register through a guest registration form.  

Please note that any change in the guest’s reservation may change the rate and/or require payment of cancellation fees. 

Group Guests and Corporate Guests may have some special arrangement based on their contract with the management/agent or based on a unilateral decision of the Hotel/property Management. 

For reservations guaranteed with a form of payment at time of booking, rooms are held until hotel check-out time (11:00 hours) the day following arrival.  

For reservations not guaranteed with a form of payment at time of booking, rooms are held until set cancellation time per the rules of the reservation.  In the event more guests arrive than can be accommodated due to overbooking or an unforeseen circumstance, and the hotel/property is unable to hold rooms consistent with this room hold policy, the management will attempt to accommodate guests, at its expense, at a comparable hotel in the area for the oversold night(s), as well as pay for transportation 

Deposit Policy:  

Every guest who wants to make a reservation with tourlover realtors has to make a deposit of 50% of the total amount to confirm the reservation. The deposit can only be paid by mpesa  pay bill number, bank transfer or PayPal (we do not accept cash or payment on personal account) .  

The rest of the amount shall be paid upon arrival during low season and 14days before arrival during high seasons

 

Group Guest: 

Every Group who wants to make a reservation with tourlover realtors has to make a deposit of 50% of the total amount to confirm the reservation. The deposit can be paid by pay bill number or  direct bank transfer . The rest of the amount shall be charged according to terms set in the Group Contract and/or Offer. 

 

Corporate Guest: 

A Corporate Guest is a person that is using the property services based on a contract between tourlover realtors and a company or other business organization. 

Every Corporate Guest who wants to make a reservation with tourlover realtors has to make a deposit of 50% of the total amount to confirm the reservation. The deposit can be paid by mpesa pay bill, PayPal or  bank account   The rest of the amount shall be charged according to terms set in the Corporate Contract and/or Offer. 

 

Cancellation/No-Show Policy:  

 The guest is allowed to modify/cancel the reservation by email or direct phone call or watsap

  • At least 10 days prior to the arrival date – no cancellation fees apply and a refund of the total amount shall be granted. 
  • At least 7 days prior to the arrival date – 50% refund of the total amount shall be granted. 
  •  
  • If the time for cancelling without penalty has passed, the forfeiture amount will be 100%. There may be additional applicable charges and taxes. 
  • The refund policy is based on the total amount of the stay, not on the prepaid 50% to confirm reservation. 
  • In case of proved deaths or accidents, a refund may be granted at the General Manager’s 
  • In case the guest arrives the day following arrival before check-out time (11:00 hours), the fee for No-Show for one night’s stay based on the property category booked, shall apply, and the booking for the remaining time shall remain valid. In case the guest arrives the day following arrival after check-out time (11:00 hours), he shall lose the booking

 

Group Bookings: 

  • At least 45 days prior to the arrival date – no cancellation fees apply and a refund of the total amount shall be granted. 
  • At least 30 days prior to the arrival date – 70% refund of the total amount shall be granted. 
  • At least 15 days prior to the arrival date – 30% refund of the total amount shall be granted. 
  • If the time for canceling without penalty has passed, the forfeiture amount will be 100%. There may be additional applicable charges and taxes. 
  • The refund policy is based on the total amount of the stay, not on the prepaid 50% to confirm reservation. 
  • In case of proved death or accidents, a refund may be granted at the General Manager’s  
  • In case the Group arrives the day following arrival before check-out time (11:00 hours), the fee for No-Show for one night’s stay based on the room category booked, shall apply, and the booking for the remaining time shall remain valid, unless otherwise defined in the applicable Group Contract. In case the Group arrives the day following arrival after check-out time (11:00 hours), they shall lose the booking, unless otherwise defined in the Group Contract.