Hotel Rules & Guest Policies – Citywall Hotel

Effective as of April 2026

1. Reservation & Booking

• All reservations are subject to room availability.
• A booking is confirmed only after full payment or a valid credit/debit card / M‑PESA guarantee.
• Guests must provide accurate personal details (full name, contact, and identification). Incorrect information may result in cancellation.

2. Check‑in & Check‑out

• Check‑in: from 12:00 noon (East Africa Time)
• Check‑out: by 10:30 AM
• Early check‑in or late check‑out are subject to availability and may incur an additional fee.

3. Payment

• Accepted methods: M‑PESA, debit/credit cards, cash, and bank transfers.
• Full payment is due at check‑in for walk‑in guests.
• For online bookings, the card or M‑PESA used must belong to the guest checking in.

4. Age Requirement

• Guests must be 18 years or older to make a reservation and check in.
• Minors must be accompanied by an adult.

5. Damages & Conduct

• Guests are financially responsible for any damage to the room or hotel property.
• Excessive noise, disruptive behaviour, or illegal activity will result in immediate eviction without refund.
• Smoking is prohibited inside all rooms. A cleaning fee of KES 5,000 will be charged for violation.

6. Guests & Visitors

• Only registered guests may stay overnight.
• Day visitors must register at reception and leave by 10:00 PM. An extra guest fee may apply.

7. Lost Property

• Left items are kept for 30 days. After that, they are donated or discarded.
• We are not responsible for valuables left in public areas. A safe is available at reception.

8. Force Majeure

• In the event of natural disasters, pandemics, government travel bans, or political unrest, Citywall Hotel may modify or cancel reservations without penalty.
• Guests will receive a full refund or the option to reschedule within 12 months.

9. Amendments

• Citywall Hotel reserves the right to update these rules at any time. The version active at the time of booking applies.

• Management Reserves the Right of Admission. - 

Need help?
Contact our 24/7 reception:
📞 +254 720 753 744
✉ ️ info@citywall.co.ke

Thank you for choosing Citywall Hotel – we wish you a pleasant stay.