![61. Konza S Villas Main entrance 2[1]](https://www.konzasanctuaryvillas.com/wp-content/uploads/2026/10/61.-Konza-S-Villas-Main-entrance-21-e1791553542423.jpeg)
Konza Sanctuary Villas Ltd
Trading as: Konza Sanctuary Villas
This Booking & Cancellation Policy sets out the terms governing reservations, payments, amendments, cancellations, refunds, no-shows, and early departures at Konza Sanctuary Villas. It should be read together with the main Konza Sanctuary Villas Terms & Conditions, Special Offers Terms & Conditions, and any specific terms communicated at the time of booking.
- Booking and Reservation
1.1. All reservations are subject to availability and are only confirmed once Konza Sanctuary Villas has issued written confirmation.
1.2. A booking request does not constitute a confirmed reservation until the applicable deposit or payment requirement has been fulfilled and confirmation has been issued.
1.3. The guest is responsible for providing accurate booking information, including:
- Full name;
- Contact details;
- Number of guests;
- Arrival and departure dates;
- Accommodation requirements;
- Meal plan, where applicable;
- Special requests;
- Arrival information; and
- Any dietary, accessibility, or other relevant requirements.
1.4. The accommodation category, rate, inclusions, payment terms, and cancellation conditions applicable to the reservation will be stated in the booking confirmation.
- Rates and Availability
2.1. All rates are subject to availability and may vary depending on season, accommodation category, length of stay, promotional offers, and other applicable conditions.
2.2. A quoted rate is not guaranteed until the booking has been confirmed.
2.3. Rates may be quoted in Kenyan Shillings (KES), Unite states Dollars USD or another agreed currency.
2.4. Applicable taxes, levies, service charges, or other statutory charges will be communicated where applicable.
- Payment Requirements
3.1. The required deposit or advance payment will be communicated at the time of booking.
3.2. Unless otherwise agreed in writing, a reservation may require a deposit to secure the booking, with the balance payable by the deadline stated in the booking confirmation.
3.3. Bookings made within a short period before arrival may require full payment at the time of confirmation.
3.4. Failure to make the required payment by the stated deadline may result in the reservation being released without further notice.
3.5. The guest is responsible for ensuring that payments are made through an authorized Konza Sanctuary Villas payment channel.
- Booking Confirmation
4.1. Once the required payment has been received, Konza Sanctuary Villas will issue a booking confirmation.
4.2. Guests should carefully check the confirmation and notify Konza Sanctuary Villas immediately if any information is incorrect.
4.3. Any discrepancy in the reservation should be reported before arrival where reasonably practicable.
- Cancellation by the Guest
5.1. Cancellation requests must be submitted to Konza Sanctuary Villas in writing through an authorized communication channel.
5.2. The applicable cancellation charge will depend on the rate, accommodation type, season, booking conditions, and the period remaining before the scheduled arrival date.
5.3. Unless different cancellation conditions are stated in the booking confirmation, the following standard cancellation schedule will apply:
| Cancellation Period | Applicable Charge |
| More than 30 days before arrival | No cancellation charge; deposit refundable less any non-refundable payment or transaction charges |
| 15–30 days before arrival | 50% of the total booking value |
| 7–14 days before arrival | 75% of the total booking value |
| Less than 7 days before arrival | 100% of the total booking value |
| No-show | 100% of the total booking value |
5.4. The cancellation terms applicable to a particular reservation will always take precedence where different terms have been specifically agreed and confirmed in writing.
- Special Offers and Non-Refundable Rates
6.1. Promotional, discounted, advance-purchase, package, or non-refundable rates may be subject to cancellation conditions different from the standard policy.
6.2. Where a rate is expressly stated to be non-refundable, any payment made may be retained in accordance with the applicable booking conditions.
6.3. Guests should review the cancellation terms before making payment.
- Cancellation by Konza Sanctuary Villas
7.1. Konza Sanctuary Villas reserves the right to cancel or modify a reservation where circumstances make it reasonably necessary to do so, including circumstances involving:
- Safety or security concerns;
- Major operational disruption;
- Unavoidable maintenance or closure;
- Force majeure events;
- Government restrictions;
- Serious damage to accommodation or facilities; or
- Other circumstances beyond the reasonable control of Konza Sanctuary Villas.
7.2. Where Konza Sanctuary Villas cancels a confirmed reservation for reasons within its reasonable control, it will make reasonable efforts to offer an alternative accommodation arrangement or refund applicable amounts paid, subject to the circumstances and applicable law.
- No-Show
8.1. A guest who does not arrive on the scheduled arrival date without prior notification will be treated as a no-show.
8.2. Unless otherwise stated in the booking confirmation, a no-show will result in a charge of 100% of the total booking value.
8.3. The accommodation may be released for resale following a no-show.
- Early Departure
9.1. Guests who depart before the confirmed departure date may remain liable for charges relating to unused nights, depending on the applicable booking conditions.
9.2. Where an early departure causes a booking to no longer qualify for a promotional or long-stay rate, the accommodation charges may be recalculated based on the applicable rate for the actual stay.
9.3. Refunds for unused nights are not guaranteed unless specifically agreed or required under applicable law.
- Amendments to a Reservation
10.1. Requests to change a confirmed reservation should be made as early as possible.
10.2. Changes to arrival or departure dates, villa category, number of guests, meal plan, or other booking arrangements are subject to availability.
10.3. A change may result in:
- A revised accommodation rate;
- Additional charges;
- Loss of a promotional rate;
- Revised cancellation conditions; or
- Other changes to the original booking terms.
10.4. Date changes are not guaranteed and may be treated as a cancellation and new booking where the requested change materially alters the original reservation.
- Reduction in Length of Stay
11.1. Reducing the number of nights may result in cancellation charges under this policy.
11.2. Where a reduced stay causes the reservation to lose eligibility for a long-stay promotion or other discounted rate, the rate may be recalculated.
- Changes in Number of Guests
12.1. Guests must notify Konza Sanctuary Villas of any change in the number of persons staying in the accommodation.
12.2. Additional guests are subject to accommodation capacity and applicable extra-person charges.
12.3. A reduction in guest numbers does not automatically entitle the guest to a reduction in the confirmed accommodation rate.
- Children and Family Bookings
13.1. Children are welcome subject to the applicable accommodation capacity and children’s policy.
13.2. Guests should provide the ages of children at the time of booking where requested.
13.3. Additional beds, meals, or other services for children may attract additional charges.
13.4. The applicable villa occupancy limits must be observed for safety and operational reasons.
- Group, Corporate and Event Bookings
14.1. Group bookings, corporate bookings, weddings, conferences, private events, and other large reservations may be subject to separate payment and cancellation conditions.
14.2. Deposits for such bookings may be non-refundable once specific services, accommodation, facilities, suppliers, or event arrangements have been committed.
14.3. The applicable cancellation terms will be communicated in the relevant quotation, contract, or booking confirmation.
- Special Requests
15.1. Special requests, including villa location, dietary requirements, celebrations, private dining, transfers, early check-in, late check-out, room arrangements, and other preferences, will be accommodated subject to availability.
15.2. A special request does not form part of the confirmed booking unless specifically confirmed in writing.
- Refunds
16.1. Where a refund is due, it will normally be processed using the original payment method where reasonably practicable.
16.2. Refund processing times may depend on the payment method, financial institution, or payment provider.
16.3. Bank charges, transaction fees, currency conversion losses, or other third-party charges may not be refundable where applicable.
16.4. Refunds will be made in accordance with the cancellation terms applicable to the booking and applicable Kenyan law.
- Travel Insurance
17.1. Guests are strongly encouraged to obtain comprehensive travel insurance covering, where appropriate:
- Trip cancellation;
- Trip interruption;
- Medical expenses;
- Emergency evacuation;
- Lost or delayed baggage;
- Travel delays; and
- Other unforeseen travel-related circumstances.
17.2. Guests remain responsible for understanding the coverage and exclusions of their travel insurance policy.
- Force Majeure
18.1. Konza Sanctuary Villas will not be liable for failure or delay in providing accommodation or services where such failure or delay results from circumstances beyond its reasonable control.
18.2. Such circumstances may include natural disasters, extreme weather, fire, epidemic or pandemic-related restrictions, government action, civil unrest, strikes, interruption of utilities, road closures, security incidents, or other comparable events.
18.3. Where a force majeure event affects a reservation, Konza Sanctuary Villas will communicate with the guest and make reasonable efforts to find an appropriate solution.
- Third-Party Bookings
19.1. Reservations made through third-party booking platforms, travel agents, tour operators, corporate travel providers, or other intermediaries may be subject to the booking and cancellation conditions of the relevant provider.
19.2. Where a booking has been made through a third party, cancellation or amendment requests may need to be submitted through that provider.
- Online Booking and Payment Security
20.1. Guests should only make payments through authorized Konza Sanctuary Villas payment channels.
20.2. Konza Sanctuary Villas will not request a guest’s banking PIN, password, or other confidential security credentials.
20.3. Guests should contact Konza Sanctuary Villas immediately if they suspect that a payment request or booking communication is fraudulent.
- Privacy and Personal Data
21.1. Personal information collected during the reservation process will be handled in accordance with the Konza Sanctuary Villas Privacy Policy and applicable Kenyan data protection legislation, including the Data Protection Act, 2019.
- Disputes and Complaints
22.1. Guests are encouraged to contact Konza Sanctuary Villas as soon as possible regarding any booking issue or complaint so that the matter can be reviewed and addressed.
22.2. Complaints should preferably be submitted in writing where the matter concerns cancellation, payment, refund, or booking terms.
- Policy Amendments
23.1. Konza Sanctuary Villas reserves the right to update this Booking & Cancellation Policy from time to time.
23.2. The policy applicable to a confirmed booking will be the policy and specific booking conditions communicated and accepted at the time the reservation was confirmed, unless otherwise required by applicable law.
- Contact Us
Konza Sanctuary Villas Ltd
Trading as: Konza Sanctuary Villas
Location: Along Mombasa Road, Next Konza Technopolis City, Kenya
Phone: +254 728 772 222 / +254 733 888 161
WhatsApp: +254 728 772 222
Email: info@konzasanctuaryvillas.com
Website: www.konzasanctuaryvillas.com
Reservations: res@konzasanctuaryvillas.com