1. Reservations and Bookings

1.1 All reservations are subject to room availability at the time of booking.

1.2 A booking is confirmed only after:

• (a) Full payment is received; or

• (b) A valid credit or debit card or M-PESA guarantee is provided.

1.3 Upon confirmation, the guest will receive a written confirmation of the booking agreement via email or SMS. This confirmation constitutes the binding contract between the guest and Citywall Hotel.

1.4 Guests must provide accurate personal details including full name (as it appears on identification document), valid contact information (phone number and email address), type and number of identification document (National ID Card, Passport or Alien Card), and expected arrival and departure dates.

1.5 Inaccurate or incomplete information may result in cancellation of the reservation. All guest information is processed in accordance with the Data Protection Act, 2019 and our Privacy Policy.

1.6 Reservations made by a third party (e.g. employer, family member, travel agent) are accepted provided the paying party provides written authorisation. The checking-in guest remains responsible for compliance with these Terms and Conditions.

1.7 Changes to reservation dates, room type or guest count are subject to availability. Modification requests made 48 hours or more before scheduled check-in time (14:00 East Africa Time) are processed free of charge. Modification requests made within 48 hours of check-in may incur additional charges as determined by the hotel.

2. Check-in and Check-out

2.1 Check-in time is from 12:00 noon (East Africa Time). Rooms may not be available before this time.

2.2 Check-out time is by 10:30 AM (East Africa Time) (updated for guest convenience). Guests remaining in the room after 10:30 AM without prior authorisation will be charged as follows:

• 10:30 AM – 2:00 PM: Half-day charge (50% of the nightly room rate)

• After 2:00 PM: Full nightly room rate

2.3 Early check-in is subject to availability. An early check-in fee of 50% of the nightly room rate applies for check-in before 9:00 AM. Guests may store luggage at reception free of charge if rooms are not yet available.

2.4 Late check-out is subject to availability and may be requested at reception. Fees apply as set out in clause 2.2.

2.5 At check-in, all guests aged 18 years and above must present a valid government-issued identification document (National ID Card, Passport or Alien Card). The hotel is required by law to maintain a guest register containing these details for a minimum period of five years.

3. Payment

3.1 Citywall Hotel accepts the following payment methods:

• M-PESA (Paybill number available at reception)

• Debit cards (Visa, Mastercard)

• Credit cards (Visa, Mastercard, American Express)

• Cash (Kenyan Shillings only)

• Bank transfers (details available on request)

3.2 For walk-in guests, full payment is due at check-in.

3.3 For online bookings, full payment is due at the time of booking or as specified in the booking confirmation.

3.4 For corporate accounts, payment terms may be agreed in writing in advance.

3.5 Citywall Hotel processes all payments in compliance with applicable data protection and payment security standards. Card details are not stored beyond the duration necessary to process the transaction.

3.6 The price quoted at the time of booking is fixed and guaranteed. No surcharges will be applied after confirmation.

4. Cancellation and Refund

4.1 Standard Cancellation Policy

For standard rates, cancellations received before 14:00 East Africa Time on the scheduled check-in date are subject to the following fees:

Cancellation Notice Period Cancellation Fee            Refund Amount

48 hours or more before check-in          No fee   100% refund

24 hours to less than 48 hours before check-in  20% of total booking value       80% refund

12 hours to less than 24 hours before check-in   50% of total booking value       50% refund

Less than 12 hours before check-in        100% of total booking value      No refund

No-show (failure to arrive without cancellation)           100% of total booking value      No refund

4.2 Non-Refundable Rates

Promotional, discounted or "non-refundable" rates are clearly identified as such at the time of booking. These rates are not eligible for cancellation, modification or refund under any circumstances. By selecting a non-refundable rate, the guest expressly waives the right to cancel and receive a refund.

4.3 Refund Processing

Refunds for eligible cancellations are processed within five to ten business days.

Refunds are issued to the original payment method used at the time of booking.

M-PESA refunds are processed to the same mobile number used for payment.

Bank transfer refunds may take additional time depending on the guest's banking institution.

4.4 Cancellation Procedure

All cancellations must be made in writing via email to reservations@citywallhotel.co.ke or by telephone followed by written confirmation. The cancellation is effective on the date and time the written notice is received by the hotel. Guests are strongly advised to obtain written acknowledgement of cancellation.

4.5 Modification of Non-Refundable Bookings

Non-refundable bookings may not be modified. Any request to change dates or room type will be treated as a cancellation of the original booking and a new booking at the prevailing rates.

5. Early Departure

5.1 Guests who check out before their scheduled departure date are entitled to a refund for unused nights, subject to the following terms:

• Notice of early departure must be given to reception in writing no later than 10:00 AM on the day of intended early departure.

• An early departure fee of one night's room charge will be deducted from the refund to cover reasonable administrative costs and lost booking opportunities.

• The remaining balance (total prepaid amount minus nights actually stayed minus early departure fee) will be refunded within five to ten business days.

5.2 No early departure refund applies to non-refundable rate bookings.

6. Age Requirement

6.1 Guests must be eighteen years of age or older to make a reservation and check in unaccompanied.

6.2 Guests under the age of eighteen years must be accompanied by a parent, legal guardian or responsible adult (aged 18 years or above) throughout their stay.

6.3 The accompanying adult assumes full responsibility for the conduct and safety of any minor under their care during the stay.

6.4 Citywall Hotel reserves the right to request proof of age and guardianship documentation where appropriate.

7. Force Majeure

7.1 For the purposes of this Booking Policy, "Force Majeure" means any event or circumstance beyond the reasonable control of either party, including but not limited to natural disasters (earthquakes, floods, volcanic eruptions, wildfires), epidemics, pandemics or public health emergencies, government-imposed travel bans, curfews or movement restrictions, political unrest, civil commotion, riots or acts of terrorism, war or armed conflict, strikes or labour disputes affecting essential services, and acts of God.

7.2 In the event of Force Majeure affecting the hotel's ability to provide accommodation or services, Citywall Hotel may cancel, modify or suspend reservations without penalty to either party.

7.3 Guests will receive either:

• (a) a full refund of all amounts paid, processed within ten business days; or

• (b) the option to reschedule the stay for any date within twelve months of the original booking, at no additional cost (subject to availability).

7.4 Guests whose travel plans are affected by Force Majeure must notify the hotel as soon as reasonably practicable. Notification may be made by email to reservations@citywallhotel.co.ke or by telephone followed by written confirmation.

7.5 Neither party shall be liable to the other for any indirect, consequential or special damages arising from Force Majeure.

8. Guest Responsibilities

8.1 The guest is responsible for all charges incurred during their stay, including any damages to the room or hotel property.

8.2 The guest must comply with all hotel rules and policies as displayed at reception and in guest rooms.

8.3 The guest must ensure that all reservation details (dates, guest count, payment) are accurate before confirming the booking.

8.4 The guest is responsible for reviewing this Booking Policy before making a reservation.

9. Hotel's Right to Refuse or Evict

9.1 Citywall Hotel reserves the right to refuse a booking or evict a guest without refund for any of the following reasons:

• Behavior that is threatening, abusive or otherwise disruptive to other guests or staff

• Illegal activity on hotel premises

• Exceeding the maximum occupancy of a room

• Non-payment of charges

• Failure to comply with hotel policies

9.2 In the event of eviction, the guest remains liable for any damages caused to the hotel property.

10. Dispute Resolution

10.1 Any complaint regarding this Booking Policy or the services provided by Citywall Hotel must first be raised with the Hotel Manager. The hotel will acknowledge the complaint within two business days and use reasonable efforts to resolve the matter within fourteen days.

10.2 If the internal complaint procedure does not resolve the dispute, either party may refer the matter to mediation through the Tourism Regulatory Authority for tourism-related disputes or the Competition Authority of Kenya for consumer protection disputes.

10.3 Any dispute not resolved through internal procedures or mediation shall be submitted to the exclusive jurisdiction of the courts of the Republic of Kenya.

11. Amendments

11.1 Citywall Hotel reserves the right to update, modify or amend this Booking Policy at any time.

11.2 The version of this Booking Policy in effect at the time of booking applies to that booking.

11.3 Material amendments will be communicated to guests with existing bookings where reasonably practicable.

11.4 The current version of this Booking Policy is available at reception and on request.

12. Governing Law

This Booking Policy is governed by and construed in accordance with the laws of the Republic of Kenya, including but not limited to the Consumer Protection Act, 2012, the Tourism Act, 2011, the Tourism Regulatory Authority (Tourism Enterprises) Regulations, 2025, the Data Protection Act, 2019, the Competition Act, 2010 and the Hotels and Restaurants Act (Cap 494).

13. Contact Information

Citywall Hotel

Duruma Road, Nairobi, Kenya

Reservations: reservations@citywallhotel.co.ke

Reception: +254-720-753-744u

Data Protection: dpo@citywallhotel.co.ke

Complaints: manager@citywallhotel.co.ke