Terms & Conditions

1. Guest-Friendly Summary

Before you book, please check:

• Your stay dates.
• Room type.
• Number of guests.
• Rate type.
• Taxes and extra charges.
• Deposit or prepayment requirements.
• Cancellation deadline.
• Refund rules.
• Check-in and check-out times.
• Whether your booking is flexible, non-refundable, promotional, group-based or event-based.

2. Hotel Operator

Enkipai Hill Hotel | Narok Town, Kenya | info@enkipaihillhotel.co.ke | +254 711 930 393.

3. Reservations

Bookings may be made directly with the hotel, through our website, through our booking engine, by phone, by email, or through approved third-party platforms.

A booking is confirmed only when a confirmation is issued by the hotel, its booking system, or the relevant third-party platform. Guests are responsible for checking all booking details before confirming. Special requests are subject to availability and are not guaranteed unless confirmed by the hotel in writing.

4. Rates, Taxes and Charges

Rates may vary by date, room type, availability, season, package, number of guests, booking channel and length of stay. Unless clearly stated otherwise, rates may exclude taxes, service charges, meals, drinks, transport, tours, park fees, event extras, laundry, minibar, late check-out, damages and other incidental charges. The final price and applicable charges should be reviewed before payment or confirmation.

5. Payment Terms

Depending on the booking type, Enkipai Hill Hotel may require:

• Payment on arrival.
• A deposit.
• Full prepayment.
• Card details to guarantee the booking.
• Mobile money payment.
• Bank transfer.
• Corporate billing approval.
• A signed quotation, invoice or event agreement.

A booking may be released or cancelled if the required payment, deposit or guarantee is not received by the stated deadline.

6. Deposits

Where a deposit is required, the booking confirmation will state whether the deposit is refundable, partly refundable, transferable, or non-refundable. A deposit may be used to cover room charges, cancellation charges, no-show charges, damage, loss, unpaid bills or other amounts lawfully due to the hotel.

7. Flexible Booking Cancellation

Unless a different cancellation period is stated in the booking confirmation, flexible individual bookings may be cancelled or amended without charge up to 48 hours before the scheduled guest arrival date.

For clarity, where check-in is at 1400 hours, cancellation should be made at least 48 hours before 1400 hours on the scheduled arrival date.

Cancellations made after the applicable deadline may be charged up to the first night’s room rate plus applicable taxes and charges.

8. Non-Refundable and Advance Purchase Rates

Advance purchase, discounted, promotional or non-refundable rates may require payment at the time of booking. These rates are not refundable if cancelled, amended, shortened, or not used, unless otherwise required by law or expressly agreed by the hotel in writing. Non-refundable terms must be visible before payment.

9. Peak Season, Public Holidays and High-Demand Dates

During peak season, public holidays, local events, migration season, group-demand periods or other high-demand dates, bookings may require a higher deposit, full prepayment, minimum stay, or longer cancellation notice period. The applicable terms will be stated before booking confirmation.

10. No-Shows

If a guest does not arrive on the scheduled arrival date and has not cancelled within the applicable cancellation period, the booking may be treated as a no-show. The hotel may charge the applicable no-show fee. This may be the first night, the deposit paid, or the full booking value for non-refundable, peak-season, package or special-rate bookings.

11. Early Departure

If a guest checks out earlier than the booked departure date, charges may apply depending on the confirmed rate plan, package terms, minimum-stay requirement or booking channel rules.

12. Refunds

Approved refunds will normally be made to the original payment method.

Refund processing timelines may depend on the guest’s bank, card provider, mobile money provider, payment processor or booking platform.

The hotel will use reasonable efforts to initiate approved refunds within 10 business days after refund approval.

The hotel may decline to refund to a different account, card or mobile number unless satisfied that the request is lawful, secure and properly authorised.

13. Third-Party Platform Bookings

Where a booking is made through a third-party platform, travel agent, tour operator or corporate intermediary, the terms of that third party may also apply. Refunds, changes, cancellations, platform fees and payment reversals may need to be handled through the third party. Enkipai Hill Hotel is not responsible for third-party platform errors, charges, delays, listing inaccuracies or separate terms.

14. Chargebacks and Billing Disputes

Guests should contact the hotel first to resolve billing or refund concerns. Where a chargeback or payment dispute is raised, the hotel may provide booking records, invoices, check-in records, correspondence and service evidence to the relevant payment provider, bank or platform.

15. Check-In and Check-Out

Standard check-in and check-out times are: Check-in: 1400 hours. Check-out: 1000 hours.

Early check-in and late check-out are subject to availability and may attract additional charges. Guests may be required to provide valid identification, booking confirmation and payment details at check-in.

The hotel may decline check-in where identification is not provided, payment terms are not met, the booking appears fraudulent, or guest conduct creates a safety, security or legal concern.

16. Children and Minors

Guests below 18 years may only check in with a parent, guardian or authorised responsible adult, unless the hotel expressly permits otherwise in writing. Parents, guardians and responsible adults are responsible for the safety, supervision, conduct and charges of children under their care.

17. Visitors

Visitors may be required to register at reception and comply with hotel security procedures. The hotel may restrict visitor access for safety, security, guest privacy, licensing, public health or operational reasons. Registered guests are responsible for the conduct of their visitors.

18. Guest Conduct

Guests must behave respectfully toward hotel staff, other guests, visitors and hotel property. The hotel may refuse service, cancel a booking, remove a guest, or involve authorities where there is:

• Violence, threats, harassment or abusive conduct.
• Illegal activity.
• Damage to hotel property.
• Excessive noise or disturbance.
• Non-payment or suspected fraud.
• Breach of safety, security, public health or hotel rules.
• Conduct that affects the comfort, safety or privacy of other guests.

Removal from the hotel does not automatically entitle the guest to a refund.

19. Damage, Loss and Cleaning Charges

Guests are responsible for loss, breakage, damage, deep cleaning, missing items, smoking damage, key loss, excessive soiling or other costs caused by themselves, their visitors, children, contractors or members of their group. The hotel may charge such costs to the guest’s bill, deposit, card on file or other approved payment method, provided the charge is reasonable and supported by hotel records.

20. Smoking

Smoking is only permitted in designated areas, where available. Smoking in non-smoking rooms or restricted areas may result in cleaning charges, damage charges, room recovery charges, or removal from the hotel.

21. Personal Belongings and Lost Property

Guests are responsible for safeguarding valuables, travel documents, electronics, cash, jewellery and personal belongings. Lost property found on hotel premises will be handled under the hotel’s internal lost-and-found procedure. Perishable, unsafe or low-value items may be disposed of after a reasonable period. The hotel is not responsible for items left unattended or uncollected, except where liability is established under applicable law.

22. Food Allergies, Health and Accessibility Needs

Guests should inform the hotel in advance of any allergies, dietary restrictions, medical limitations, accessibility needs or safety concerns that may affect their stay, dining, or activity booking. The hotel will make reasonable efforts to accommodate notified requirements but cannot guarantee an allergen-free environment.

23. Tours, Transport and Third-Party Activities

Where the hotel assists with tours, transport or third-party activities, the hotel may act only as a coordinator or booking facilitator unless expressly stated otherwise. Independent providers remain responsible for services they provide directly. Tours and activities may be affected by weather, road conditions, park rules, provider availability, minimum numbers, safety requirements or government directives.

24. Overbooking or Inability to Honour a Booking

If Enkipai Hill Hotel is unable to honour a confirmed booking due to overbooking, operational failure, safety concern, force majeure or circumstances beyond reasonable control, the hotel may cancel the booking. Where this happens, the hotel will use reasonable efforts to offer one or more of the following, depending on the circumstances:

• An alternative date.
• A refund.
• A booking credit.
• Assistance with comparable alternative accommodation.

25. Force Majeure

The hotel will not be liable for failure or delay caused by events beyond reasonable control, including extreme weather, natural disasters, government action, civil unrest, power failure, network failure, pandemics, security incidents, supplier disruption, road closures, labour disruption or other unforeseen events.

26. Limitation of Liability

To the fullest extent permitted by law, Enkipai Hill Hotel will not be liable for indirect, incidental, special, punitive or consequential loss, including loss of profit, loss of opportunity, travel disruption, missed connections, emotional distress, reputational loss or loss arising from third-party services.

Nothing in these Terms excludes or limits liability for fraud, wilful misconduct, personal injury, death, statutory consumer rights, or any liability that cannot be excluded under applicable law.

The hotel’s liability for loss of or damage to guest property is limited to loss or damage directly caused by the hotel’s proven negligence, wilful misconduct or breach of applicable law.

27. Changes to Bookings and Terms

The booking terms that apply to your reservation are the terms confirmed at the time of booking, unless a change is agreed by both the guest and the hotel. The hotel may update these general Booking Terms from time to time. Updated terms will apply to future bookings.

28. Governing Law and Disputes

These Terms are governed by the laws of Kenya. Any dispute shall first be handled through good-faith discussions with the hotel. If unresolved, it may be referred to the competent courts or dispute resolution mechanisms in Kenya.

29. Contact

Enkipai Hill Hotel | Narok Town, Kenya | info@enkipaihillhotel.co.ke | +254 711 930 393.

1. When These Terms Apply

These Terms apply where a booking involves:

• A conference, meeting, workshop or training.
• A corporate retreat or team event.
• A wedding, private function or organised social event.
• A group accommodation booking.
• A large room block.
• A catered event, organised meal or banquet.
• Exclusive or reserved use of hotel space.
• Special setup, equipment, staffing, catering or logistics.

2. Event Enquiries and Quotations

An event enquiry does not create a confirmed booking. A quotation, proposal or event estimate is valid only for the period stated in the document. Rates, room availability, meeting space and catering availability may change until the booking is confirmed in writing and the required deposit or payment has been received.

3. Confirmation of Event or Group Booking

An event, conference or group booking is confirmed only when Enkipai Hill Hotel has issued written confirmation and the guest, client or organiser has met the required confirmation conditions. These may include:

• Acceptance of the quotation or proposal.
• Payment of the required deposit.
• Submission of billing details.
• Confirmation of event dates and times.
• Confirmation of room block requirements.
• Agreement on catering, setup, equipment and service requirements.
• Signing of an event order or booking agreement where required.

The hotel may release unconfirmed space, rooms or event dates without liability.

4. Deposits and Payments

Event, conference and group bookings may require a deposit, staged payments, or full prepayment. The required payment schedule will be stated in the quotation, invoice, event order or written confirmation. The hotel may suspend planning, release reserved space, reduce room allocations, or cancel the booking if payment deadlines are not met. Unless otherwise stated in writing, deposits are applied toward the final event, conference or group booking charges.

5. Final Guest Numbers and Rooming Lists

The organiser must provide final guest numbers, rooming lists, meal requirements and setup details within the timeline agreed with the hotel. If final numbers are not provided on time, the hotel may use the latest confirmed numbers for planning, billing, staffing and catering. Where actual attendance is higher than the confirmed number, the hotel may charge for the additional guests, meals, rooms, equipment or services provided. Where actual attendance is lower than the confirmed number, the hotel may still charge based on the confirmed minimum number or agreed guarantee.

6. Changes to Event Details

Changes to event date, timing, room setup, menu, guest numbers, accommodation, equipment or service requirements are subject to hotel approval and availability. Changes may attract additional charges where they result in extra staffing, food, equipment, room allocation, cleaning, logistics or supplier costs. The hotel may decline changes that cannot reasonably be accommodated.

7. Cancellation by the Client

Event, conference and group cancellations must be made in writing. Unless different cancellation terms are stated in the quotation, invoice, event order or written confirmation, the following default approach applies:

• Cancellation more than 30 days before the event: the hotel may charge costs already incurred and any non-refundable supplier costs.
• Cancellation 15 to 30 days before the event: the hotel may charge up to 50% of the estimated booking value.
• Cancellation 8 to 14 days before the event: the hotel may charge up to 75% of the estimated booking value.
• Cancellation 7 days or less before the event: the hotel may charge up to 100% of the estimated booking value.

The purpose of cancellation charges is to cover reserved space, rooms, staff allocation, lost business opportunity, supplies ordered, supplier commitments, planning time and other reasonable costs.

8. Reduction in Numbers or Room Blocks

A reduction in confirmed guest numbers, room blocks, meals, event days or reserved spaces may be treated as a partial cancellation. The hotel may apply an attrition charge where it has reserved rooms or event space, declined other business, ordered supplies, or incurred preparation costs. Any permitted reduction window should be stated in the quotation, invoice, event order or written confirmation.

9. No-Show for Events or Groups

If an event, conference, retreat or group booking does not take place and the organiser has not cancelled within the applicable cancellation period, the booking may be treated as a no-show. The hotel may charge up to the full confirmed or estimated booking value, depending on the terms confirmed before the event.

10. Refunds for Event and Group Bookings

Approved refunds will normally be made to the original payment method. The hotel will use reasonable efforts to initiate approved refunds within 10 business days after refund approval. Refunds may be reduced by cancellation charges, non-refundable deposits, bank charges, payment processor charges, supplier costs, damage, unpaid balances or other amounts lawfully due to the hotel.

11. Event Setup and Use of Space

The organiser must use hotel spaces only for the agreed purpose. The organiser may not change the agreed room setup, bring external suppliers, install decorations, mount signage, use amplified sound, bring outside food or drinks, or use hotel equipment without prior written approval from the hotel. The hotel may remove unauthorised items or stop activities that create safety, licensing, noise, security, damage or guest-comfort concerns.

12. External Suppliers

External suppliers, including decorators, photographers, entertainers, transport providers, technical teams and caterers, may only access or work at the hotel with prior approval. The organiser is responsible for the conduct, safety, compliance, damage, charges and removal of external suppliers they bring to the hotel. The hotel may require supplier details, insurance, licences, setup timings or safety information before allowing access.

13. Food and Beverage

Food and beverage arrangements must be agreed with the hotel in advance. Outside food and drinks are not allowed unless expressly approved in writing. Guests should disclose dietary requirements, allergies or special meal needs early enough for the hotel to make reasonable arrangements. The hotel will make reasonable efforts to accommodate notified dietary needs but cannot guarantee an allergen-free environment.

14. Equipment, Internet and Technical Support

Audio-visual equipment, internet access, screens, projectors, microphones, extension cables, power access and technical support are subject to availability and may attract additional charges. The organiser is responsible for testing presentations, devices, files and external equipment before the event begins. The hotel is not liable for technical failures caused by guest devices, third-party equipment, external service providers, power interruptions, network issues or circumstances outside the hotel’s reasonable control.

15. Conduct, Noise and Safety

The organiser is responsible for the conduct of attendees, speakers, facilitators, suppliers, performers and invited guests. The hotel may stop, restrict or remove any activity that causes:

• Excessive noise.
• Safety risk.
• Damage to property.
• Disturbance to other guests.
• Illegal activity.
• Harassment, violence or abusive conduct.
• Breach of hotel rules, public health rules or licensing requirements.

16. Damage and Cleaning Charges

The organiser is responsible for damage, breakage, excessive cleaning, missing items, smoking damage, equipment loss, wall damage, décor damage or other costs caused by attendees, suppliers, staff, contractors or invited guests. The hotel may charge such costs to the organiser’s bill, deposit, card on file or approved payment method, provided the charge is reasonable and supported by hotel records.

17. Branding, Photography and Publicity

The organiser may not use Enkipai Hill Hotel’s name, logo, images, premises or branding in public announcements, advertising, media, sponsorship material or promotional campaigns without prior written approval. Photography and filming at the hotel must respect guest privacy, staff privacy, security rules and any restricted areas. The hotel may restrict photography or filming where it affects privacy, security, guest comfort or hotel operations.

18. Force Majeure

The hotel will not be liable for failure or delay caused by events beyond reasonable control, including extreme weather, natural disasters, government action, civil unrest, power failure, network failure, pandemics, security incidents, supplier disruption, road closures, labour disruption or other unforeseen events. Where possible, the hotel may offer an alternative date, booking credit, partial refund or other reasonable solution, depending on the circumstances and costs already incurred.

19. Cancellation by the Hotel

The hotel may cancel or suspend an event, conference or group booking where:

• Required payments are not made.
• The event creates a safety, legal, reputational or security concern.
• The booking was made using false or misleading information.
• The organiser breaches agreed terms.
• The hotel is unable to provide the service due to force majeure, operational failure, safety concern or circumstances beyond reasonable control.

Where the hotel cancels for reasons within its control, it will use reasonable efforts to offer a fair solution, such as an alternative date, refund or credit.

20. Limitation of Liability

To the fullest extent permitted by law, Enkipai Hill Hotel will not be liable for indirect, incidental, special, punitive or consequential loss, including loss of profit, business interruption, lost sponsorship, reputational loss, travel disruption, missed connections, third-party supplier failure or emotional distress.

Nothing in these Terms excludes or limits liability for fraud, wilful misconduct, personal injury, death, statutory consumer rights, or any liability that cannot be excluded under applicable law.

21. Governing Law and Disputes

These Terms are governed by the laws of Kenya. Any dispute shall first be handled through good-faith discussions with the hotel. If unresolved, it may be referred to the competent courts or dispute resolution mechanisms in Kenya.

22. Contact

Enkipai Hill Hotel | Narok Town, Kenya | info@enkipaihillhotel.co.ke | +254 711 930 393.