Terms & Conditions

Effective Date: 17 November 2025

1. Booking & Confirmation

• A reservation becomes binding once we issue a confirmation email and you pay the required deposit.
• We hold provisional bookings for a limited time; if the deposit is not received by the deadline, we reserve the right to release the room.
• Bookings are non-transferable without our written consent.

2. Payment & Balance

• The deposit (percentage determined at time of booking) is required to secure your stay.
• The remaining balance must be paid according to the schedule in your booking confirmation (usually some days before arrival).
• If full payment is not received on time, we may cancel your reservation and retain any amounts already paid.

3. Cancellation & No-Show

• Cancellations must be made in writing via email.
• Cancellation fees depend on how close to arrival the cancellation is made (e.g. earlier cancellations incur lighter penalties, late cancellations or no-shows incur full charge).
• Any amounts forfeited will be retained to cover costs incurred.

4. Amendments

• Requests to change dates, room categories, or services should be made in writing.
• We will endeavour to accommodate amendments, but additional charges or restrictions may apply depending on availability.

5. Check-In / Check-Out

• Standard check-in and check-out times are noted in your booking confirmation.
• Early check-in or late check-out may be possible upon request, subject to availability and additional charges.

6. Use of Property & Conduct

• Guests must treat all hotel property with respect. Damage or loss caused by a guest will be charged accordingly.
• Noise, behaviour that disturbs others or breach of safety/staff instructions may lead to cancellation of stay without refund.
• We reserve the right to refuse service or terminate a stay if a guest acts illegally, unsuitably or against these terms.

7. Liability & Insurance

• We advise that guests carry travel insurance covering cancellation, personal injury, loss/theft of belongings, etc.
• We are not liable for loss, damage or injury unless directly caused by our gross negligence.
• We do not accept liability for delays, disruptions beyond our control, or third-party services arranged by guests.

8. Force Majeure

• Neither party is liable for failure to perform obligations caused by events beyond reasonable control (natural disasters, strikes, government restrictions, pandemics, etc.).
• In such cases, we may offer alternative dates, vouchers, or refunds as per our discretion and availability.

9. Children & Occupancy

• Maximum occupancy and age policies are specified in the booking confirmation.
• Any extra persons must be declared in advance; additional rates may apply.

10. Data & Privacy

• We collect personal data necessary to facilitate your booking and stay.
• We will handle your information in compliance with applicable privacy laws.
• We will not share your data with unrelated third parties without consent, except as required by law.

11. Intellectual Property & Photography

• All logos, images, brand elements on our site are intellectual property of Céline & Lolo.
• Guests may not use hotel imagery, trademarked materials, or produce media content for commercial use without prior written permission.

12. Governing Law & Jurisdiction

• These terms are governed by the laws of Kenya.
• Any disputes arising will be subject to the jurisdiction of Kenyan courts.