Effective Date: 01 October 2026
Last Updated: New

Welcome to Konza Sanctuary Villas, operated by Konza Sanctuary Villas Ltd, the registered company and legal entity trading as Konza Sanctuary Villas. These Terms & Conditions govern reservations, accommodation, events, conferences, food and beverage services, online orders, payments and use of our facilities and website.

By making a reservation, placing an order, booking an event or using our facilities, you acknowledge that you have read, understood and agreed to these Terms & Conditions.

We recommend that guests also review our Booking & Cancellation Policy and Privacy Policy before making a reservation.

Booking & Reservation Terms

All reservations are subject to availability and confirmation by Konza Sanctuary Villas Ltd.

A reservation is considered confirmed when:

The required booking information has been provided;
The applicable payment or deposit has been received; and
Konza Sanctuary Villas Ltd has issued a booking confirmation.

Guests are responsible for ensuring that all information provided during the booking process, including names, dates, number of guests, contact details and payment information, is accurate.

Reservations made through third-party booking platforms may also be subject to the terms and conditions of the respective platform.

Konza Sanctuary Villas Ltd reserves the right to decline or cancel a reservation where there is reasonable evidence of fraudulent activity, inaccurate information, payment irregularities or other circumstances that make the reservation unsuitable.

Check-In & Check-Out

Check-In

Standard check-in time: 02:00pm

Guests are required to provide valid identification or other documentation reasonably required for registration upon arrival.

Early check-in may be available upon request but is subject to availability and may attract an additional charge.

Check-Out

Standard check-out time: 10:00am

Guests are requested to vacate their accommodation by the stated checkout time.

Late checkout is subject to availability and may attract an additional charge.

Guests who remain in their accommodation beyond the agreed checkout time without prior approval may be charged an additional night or applicable late-checkout fee.

Payment Requirements

Unless otherwise stated at the time of booking, accommodation reservations may require:

A deposit or partial payment to confirm the reservation; and/or
Full payment before or upon arrival.

The applicable payment requirements will be communicated during the booking process or in the booking confirmation.

All rates are quoted in Kenyan Shillings (KES) or United States Dollars (USD) unless otherwise stated.

Additional charges incurred during the stay, including food and beverage, extra nights, additional guests, special arrangements, events, damages or other services, may be added to the guest’s final bill.

Guests are responsible for settling all outstanding charges before departure unless alternative payment arrangements have been agreed in advance.

Cancellation & Refund Policy

Cancellation terms may vary depending on the rate, promotional offer, booking period, group size or event.

Unless otherwise stated in the booking confirmation:

Cancellations made within the permitted cancellation period may be eligible for a refund or transfer of the applicable deposit.
Cancellations made after the applicable cancellation deadline may result in forfeiture of the deposit or applicable cancellation charges.
Certain promotional, discounted, non-refundable or special-event bookings may have stricter cancellation conditions.

Any applicable refund will be processed using the original payment method where reasonably possible and subject to applicable processing requirements.

Guests should review the cancellation terms provided with their booking before completing payment.

No-Show Policy

A no-show occurs when a guest does not arrive on the scheduled check-in date and has not contacted Konza Sanctuary Villas Ltd to make alternative arrangements.

Unless otherwise stated in the booking confirmation, a no-show may result in:

Cancellation of the reservation;
Forfeiture of the applicable deposit; and/or
Charges for the reserved accommodation in accordance with the applicable booking terms.

Guests experiencing travel delays or other circumstances affecting their arrival are encouraged to contact us as soon as possible.

Extra Guests, Additional Nights & Additional Services

Reservations are based on the number of guests and nights stated at the time of booking.

Additional guests may only be accommodated where the villa’s capacity and applicable safety requirements permit.

Additional charges may apply for:

Extra guests;
Additional beds or bedding;
Additional nights;
Additional meals;
Special room arrangements;
Laundry services;
Private dining;
Event services; and
Other requested services.

Additional nights are subject to availability and should be confirmed with the reservations team before extending a stay.

Children & Family Policy

Children are welcome at Konza Sanctuary Villas, subject to the accommodation’s capacity and applicable safety requirements.

Children’s rates, meal charges, extra beds and other arrangements may vary depending on age and booking type.

Parents or guardians are responsible for the supervision and safety of children in their care at all times.

Guests should inform the reservations team of the number and ages of children travelling with them when making a reservation so that appropriate accommodation arrangements can be made.

Damage, Loss & Breakages

Guests are expected to treat the property, furnishings, equipment and facilities with care.

Guests may be held responsible for reasonable costs arising from:

Damage to accommodation or property;
Breakage or loss of furnishings, equipment or items;
Excessive cleaning requirements caused by misuse;
Missing property; and
Damage caused by a guest or members of their party.

Where appropriate, charges may be added to the guest’s final bill or charged against an applicable security deposit or authorized payment method.

Guests should report accidental damage to management as soon as possible.

Early Check-In & Late Checkout

Early check-in and late checkout are subject to availability and are not guaranteed unless confirmed in advance.

Additional charges may apply depending on the requested time and availability.

Guests requiring early arrival or late departure should contact reservations before arrival so that arrangements can be considered.

Special Offers & Promotional Rates

Special offers, packages and promotional rates are subject to their individual terms.

Unless otherwise stated:

Offers are subject to availability;
Promotional rates may be available only during specified dates;
Offers may have minimum-stay requirements;
Offers may not be combined with other promotions;
Promotional rates may have different cancellation conditions; and
Additional services may be charged separately.

Konza Sanctuary Villas Ltd reserves the right to amend, suspend or withdraw an offer where necessary, subject to applicable bookings already confirmed under that offer.

Corporate & Group Bookings

Corporate, group and extended-stay reservations may be subject to separate booking terms.

For larger groups, companies and organizations, Konza Sanctuary Villas Ltd may require:

A written quotation;
A booking confirmation;
A deposit or advance payment;
Final guest numbers;
Rooming lists;
Event schedules;
Catering requirements; and
Agreed cancellation terms.

Special terms may apply to corporate retreats, team-building programmes, conferences, group accommodation and other large bookings.

The applicable terms will be communicated in the quotation or booking agreement.

Weddings, Private Events & Celebrations

Weddings, parties, celebrations and private events must be booked and approved in advance.

Event bookings may be subject to separate contracts, deposits, minimum spend requirements, venue hire charges and cancellation terms.

Guests and event organizers are responsible for complying with:

Agreed event timings;
Maximum venue capacity;
Noise and entertainment requirements;
Supplier access procedures;
Catering arrangements;
Decoration guidelines;
Safety requirements; and
Any applicable property rules.

External suppliers, entertainers, decorators, caterers, photographers or other third parties may require prior approval from Konza Sanctuary Villas Ltd.

Any damage caused during an event may be charged to the event organizer or responsible guest.

Conference & Meeting Bookings

Conference rooms and meeting facilities must be reserved in advance.

Conference bookings may include, depending on the agreed package:

Meeting room hire;
Seating and room setup;
Wi-Fi;
Catering;
Tea and coffee breaks;
Lunch; and
Equipment and technical support.

The specific services, timing, pricing and cancellation conditions will be confirmed in the applicable quotation or booking agreement.

Any additional requirements requested after confirmation may be subject to availability and additional charges.

Food & Beverage

Food and beverage services are subject to availability and applicable menu prices.

Menu items, ingredients and prices may change from time to time.

Guests should inform staff of any known allergies or dietary requirements when placing an order. While reasonable care will be taken, guests should understand that food preparation environments may involve multiple ingredients and allergens.

Special dietary requests should be communicated as early as possible.

Food and beverage charges may be:

Added to an accommodation bill;
Paid directly at the point of sale; or
Paid through an approved online payment method.

Drive-Through & Takeaway Orders

Where Konza Sanctuary Villas Ltd offers drive-through or takeaway services, online and in-person orders are subject to availability.

Customers placing online orders are responsible for providing accurate:

Name;
Phone number;
Order details;
Pickup time; and
Other information required to process the order.

Estimated preparation and pickup times are provided as guidance and may vary due to demand, traffic, weather, availability or other circumstances.

Customers should check their order before leaving the premises and notify staff promptly of any issue.

Once an order has been prepared, cancellation or refund requests may be subject to the applicable food-ordering policy.

Online Payments

Where online payment is available, payments must be made through the approved payment methods displayed on the website or booking/order platform.

Konza Sanctuary Villas Ltd does not request guests to provide passwords, PINs, full card security codes or other confidential banking credentials by email, WhatsApp or telephone.

Customers are responsible for ensuring that payment information provided through an authorized payment platform is accurate.

A booking or food order is not necessarily confirmed until successful payment has been received and confirmation has been issued where applicable.

In the event of a payment error, duplicate payment or failed transaction, guests should contact Konza Sanctuary Villas Ltd with the relevant transaction details.

Refunds, where applicable, will be handled in accordance with the relevant booking, event, food-ordering or promotional terms.

Privacy & Personal Data

Konza Sanctuary Villas respects the privacy of its guests and customers.

Personal information may be collected when you:

Make a reservation;
Contact us;
Submit an enquiry;
Place a food order;
Make an online payment;
Register as a guest;
Request an event or conference quotation; or
Subscribe to communications.

Information may include names, contact details, booking information, payment-related information and other information reasonably required to provide our services.

Personal information will be handled in accordance with our Privacy Policy and applicable Kenyan data-protection requirements, including the Data Protection Act, 2019, where applicable.

Guests may contact Konza Sanctuary Villas Ltd regarding questions about their personal information or how it is handled.

Guest Conduct & Property Rules

Guests are expected to behave respectfully and responsibly while using the property.

The following are not permitted without prior written approval:

Illegal activities;
Excessive or disruptive noise;
Unauthorized parties or events;
Damage or misuse of property;
Activities that create a safety risk;
Unauthorized commercial activities; and
Bringing additional guests beyond the confirmed booking capacity.

Guests must comply with reasonable instructions from management relating to safety, security and proper use of the property.

Konza Sanctuary Villas Ltd reserves the right to require a guest or group to leave the property where their conduct presents a serious risk to people, property or the peaceful enjoyment of other guests.

Any applicable charges arising from such circumstances will remain payable.

Swimming Pool Use & Safety

Konza Sanctuary Villas Ltd provides swimming facilities for guests, including private swimming pools serving designated villas and a main/shared swimming pool available to registered guests and other authorized users in accordance with the property’s operating rules.

Guests use all swimming pools at their own risk and are required to observe all posted pool rules, safety instructions and directions given by Konza Sanctuary Villas Ltd management or staff.

Private Villa Pools

Private pools are intended primarily for the registered guests of the villa to which the pool is assigned.
Guests must not allow unregistered or unauthorized persons to use a private villa pool without prior approval from management.
The maximum number of persons using a private pool may be restricted for safety and operational reasons.
Children and non-swimmers must be supervised by a parent, guardian or responsible adult at all times.
Running, diving, pushing, rough play and other activities that may create a safety risk are prohibited.
Guests are responsible for ensuring that children in their care do not access or use a private pool without appropriate adult supervision.

Main/Shared Swimming Pool

The main swimming pool is a shared facility available to registered guests and other authorized users in accordance with Konza Sanctuary Villas’ operating rules.
Children and non-swimmers must be supervised by a responsible adult at all times.
Diving is prohibited unless expressly permitted in a designated area.
Running, pushing, rough play and other hazardous activities are prohibited in or around the pool area.
Glass containers are not permitted in or around the swimming pool area.
Appropriate swimwear must be worn.
Guests should not use the swimming pool while under the influence of alcohol or any substance that may impair their ability to swim or respond to an emergency.
Guests with medical conditions or other circumstances that may affect their ability to swim are responsible for taking appropriate precautions and seeking medical advice where necessary.
Pool opening hours may be restricted or changed due to maintenance, weather, safety requirements, private events or other operational reasons.

Guests are responsible for the supervision of children and for the conduct of members of their party while using any swimming pool.

Konza Sanctuary Villas Ltd reserves the right to restrict or suspend access to any swimming pool where necessary for safety, maintenance, weather conditions, private functions or operational reasons.

Any damage to pool facilities, equipment, furniture or property caused by a guest or member of their party may be charged to the responsible guest in accordance with these Terms & Conditions.

Gym, Spa & Sports Facilities

Konza Sanctuary Villas provides a range of recreational, fitness and wellness facilities, including the gym, spa, sports court, pickleball court, tennis facilities, badminton, cycling and other recreation areas, subject to availability and applicable operating hours.

Guests using these facilities do so at their own responsibility and must comply with all posted rules, safety instructions and reasonable directions given by Konza Sanctuary Villas management or staff.

Gym Use

The gym is available to registered guests and other authorized users in accordance with the property’s operating rules.
Guests must use gym equipment responsibly and only for its intended purpose.
Guests should ensure that they are physically fit and medically able to participate in exercise before using the gym.
Children and minors may only use the gym where permitted by management and must be appropriately supervised.
Guests must not misuse, move or damage gym equipment.
Guests should report damaged or malfunctioning equipment to staff immediately and must not attempt to repair equipment themselves.
Appropriate sportswear and footwear should be worn when using the gym.
Any damage caused through misuse or negligence may be charged to the responsible guest.

Spa & Wellness Facilities

Spa treatments and wellness services are subject to availability and prior booking where applicable.
Certain treatments may attract additional charges and will be confirmed at the time of booking.
Guests should inform the spa team of any relevant medical conditions, allergies, injuries, pregnancy or other circumstances that may affect the suitability of a treatment.
Guests should follow all instructions provided by spa personnel.
Konza Sanctuary Villas reserves the right to decline or modify a treatment where there is a reasonable concern regarding the guest’s safety or wellbeing.
Spa appointments cancelled or missed may be subject to the applicable cancellation or no-show policy.

Sports & Recreation Facilities

Sports and recreation facilities, including the sports court, pickleball court, tennis, badminton, cycling and recreation areas, are available subject to availability, operating hours and applicable property rules.
Guests must use all sports equipment and facilities responsibly and for their intended purpose.
Appropriate sports clothing and footwear should be worn where applicable.
Guests must not engage in activities that could cause injury to themselves, other guests, staff or damage to property.
Children must be appropriately supervised when using sports and recreational facilities.
Certain facilities may require advance booking or may be reserved for private events, team-building activities or other approved functions.
Equipment provided by Konza Sanctuary Villas must be returned after use.
Guests may be responsible for loss or damage caused by misuse or negligence.
Konza Sanctuary Villas Ltd reserves the right to temporarily close or restrict access to any sports or recreational facility for maintenance, weather conditions, safety reasons, private functions or operational requirements.

Guests are encouraged to seek appropriate professional medical advice before undertaking strenuous physical exercise or participating in sports activities if they have any medical concerns.

Konza Sanctuary Villas Ltd reserves the right to refuse access to any facility where a guest’s conduct or condition presents a reasonable safety risk to the guest, other persons or property.

Smoking & Alcohol

Smoking is permitted only in designated areas, where provided.

Smoking inside accommodation or other designated non-smoking areas is prohibited.

Alcohol may only be consumed in accordance with applicable Kenyan laws and property rules.

Guests are responsible for ensuring that alcohol consumption does not result in disruptive, unsafe or unlawful behaviour.

Pets

Pets are not permitted at Konza Sanctuary Villas Ltd unless prior approval has been provided.

Where pets are permitted, additional rules or charges may apply.

Guests are responsible for any damage, cleaning or disruption caused by their pet.

The property’s final pet policy should be confirmed before publication.

Safety & Security

Guests should take reasonable care of their personal belongings and use designated security or storage facilities where provided.

Konza Sanctuary Villas Ltd will take reasonable measures to maintain the safety and security of guests and property; however, guests remain responsible for their personal belongings.

Valuable items should not be left unattended.

Guests should immediately report any security, safety or maintenance concern to management.

Lost & Found

Items found on the property will be handled in accordance with Konza Sanctuary Villas Ltd’s lost-and-found procedures.

Guests who believe they have left an item behind should contact the property as soon as possible and provide sufficient details to identify the item.

Return delivery arrangements and associated costs may be the responsibility of the guest.

Maintenance, Facilities & Temporary Closures

From time to time, facilities or services may be unavailable due to:

Maintenance;
Repairs;
Safety requirements;
Weather;
Utility interruptions;
Operational requirements; or
Circumstances beyond the reasonable control of Konza Sanctuary Villas Ltd.

This may include temporary closure or restricted access to swimming pools, gym, spa, sports facilities, restaurants, conference facilities or other property amenities.

Where reasonably possible, guests will be informed in advance of planned closures or interruptions that materially affect their stay.

Photography, Filming & Commercial Use

Guests may take personal photographs and videos for private use, provided that such activity does not disturb other guests or interfere with property operations.

Commercial photography, filming, advertising shoots, professional productions or promotional content may require prior written approval.

Use of the Konza Sanctuary Villas Ltd name, logo, branding or property imagery for commercial purposes requires prior authorization.

Force Majeure

Konza Sanctuary Villas Ltd shall not be liable for failure or delay in providing services where such failure or delay results from circumstances beyond its reasonable control.

Such circumstances may include, where applicable:

Natural disasters;
Severe weather;
Fire;
Flooding;
Epidemics or pandemics;
Government restrictions;
Civil disturbances;
Acts of terrorism;
Power or utility failures;
Transport disruptions;
Strikes;
Acts of God; or
Other circumstances beyond reasonable control.

Where such circumstances materially affect a confirmed booking, Konza Sanctuary Villas Ltd will make reasonable efforts to communicate with the affected guest and, where possible, offer an appropriate alternative or rescheduling arrangement in accordance with the applicable booking terms and Kenyan law.

Liability

Konza Sanctuary Villas Ltd will take reasonable measures to provide accommodation, facilities and services in a safe and professional manner.

To the extent permitted by applicable law, Konza Sanctuary Villas Ltd shall not be responsible for loss, theft, damage, injury or inconvenience arising from circumstances outside its reasonable control or from a guest’s failure to follow property rules or reasonable safety instructions.

Guests are responsible for using swimming pools, gym, spa, sports and recreational facilities in accordance with applicable safety instructions and rules.

Nothing in these Terms & Conditions is intended to exclude or limit any liability that cannot lawfully be excluded or limited under applicable Kenyan law.

Changes to Services & Prices

Konza Sanctuary Villas Ltd reserves the right to update:

Accommodation rates;
Food and beverage prices;
Services;
Facilities;
Packages;
Opening hours; and
Promotional offers.

Changes will not ordinarily affect a confirmed booking unless otherwise agreed or required by circumstances beyond reasonable control.

Third-Party Services

Konza Sanctuary Villas Ltd may provide information about or facilitate access to third-party services, including transportation, safari operators, tour operators, event suppliers or other service providers.

Unless expressly stated otherwise, third-party services are provided by independent providers and may be subject to their own terms and conditions.

Guests should review the applicable third-party terms before purchasing or using such services.

Website Information

We make reasonable efforts to ensure that information published on the Konza Sanctuary Villas Ltd website is accurate and current.

However, photographs, descriptions, menus, facilities, prices, availability and other information may change from time to time.

Website content should not be interpreted as a guarantee that a particular facility, menu item, service or accommodation configuration will be available at the time of a guest’s visit unless it has been specifically confirmed.

Facilities including swimming pools, gym, spa and sports and recreational facilities are subject to availability, operating hours, maintenance, weather conditions, private bookings and other operational requirements.

Complaints & Guest Feedback

We value guest feedback and encourage guests to raise any concern with our team as soon as possible during their stay so that we have an opportunity to address it.

Complaints may be submitted through:

Email: info@konzasanctuaryvillas.com

Phone: +254 728 772 222 / 0722 740 615

WhatsApp: +254 728 772 222 / 0722 740 615

We will make reasonable efforts to investigate and respond to genuine complaints promptly.

Governing Law

These Terms & Conditions shall be interpreted in accordance with the laws of the Republic of Kenya, subject to any mandatory legal rights and protections applicable to guests and customers.

Any dispute will be handled in accordance with applicable Kenyan law.

Amendments to These Terms

Konza Sanctuary Villas Ltd may update these Terms & Conditions from time to time to reflect changes in our services, operations, legal requirements or business practices.

The latest version will be published on this website with the applicable effective or updated date.

Guests are encouraged to review these Terms & Conditions before making future bookings.

Contact Us

If you have questions about these Terms & Conditions, your reservation, an event, conference, food order or any of our services, please contact us:

Konza Sanctuary Villas Ltd
Trading as: Konza Sanctuary Villas

Location: Along Mombasa Road, Next Konza Technopolis City

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.co

Related Policies

For additional information, please also see:

Booking & Cancellation Policy
Privacy Policy
Special Offers Terms
Food & Beverage / Online Ordering Policy
Weddings & Events Terms
Conference & Corporate Booking Terms

These Terms & Conditions are provided as a general website draft and should be reviewed and approved by qualified Kenyan legal counsel before publication.

Terms and Conditions