Welcome
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.
1. 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.
2. 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.
3. 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.
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.
4. 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.
5. 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.
6. 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.
7. 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.
8. 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 or equipment, excessive cleaning requirements, missing property and damage caused by a guest or members of their party.
Guests should report accidental damage to management as soon as possible.
9. 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.
10. 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.
11. Corporate & Group Bookings
Corporate, group and extended-stay reservations may be subject to separate booking terms.
For larger groups, companies and organisations, Konza Sanctuary Villas Ltd may require a written quotation, booking confirmation, deposit or advance payment, final guest numbers, rooming lists, event schedules, catering requirements and agreed cancellation terms.
12. 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.
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 organiser or responsible guest.
13. 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.
Any additional requirements requested after confirmation may be subject to availability and additional charges.
14. 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.
15. 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.
Customers should check their order before leaving the premises and notify staff promptly of any issue.
16. 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.
17. Privacy & Personal Data
Konza Sanctuary Villas respects the privacy of its guests and customers. Personal information collected when you make a reservation, contact us, place a food order, make an online payment or submit an enquiry will be handled in accordance with our Privacy Policy and applicable Kenyan data-protection requirements, including the Data Protection Act, 2019.
18. 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; unauthorised parties or events; damage or misuse of property; activities that create a safety risk; unauthorised commercial activities; and bringing additional guests beyond the confirmed booking capacity.
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.
19. 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 authorised users.
Guests use all swimming pools at their own risk and are required to observe all posted pool rules, safety instructions and directions given by management or staff.
Private Villa Pools
- Private pools are intended primarily for the registered guests of the villa to which the pool is assigned.
- 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.
Main / Shared Swimming Pool
- The main swimming pool is a shared facility available to registered guests and other authorised users.
- Children and non-swimmers must be supervised by a responsible adult at all times.
- Diving is prohibited unless expressly permitted in a designated 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.
20. 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 must use gym equipment responsibly and only for its intended purpose. Guests should ensure they are physically fit and medically able to participate in exercise before using the gym. Appropriate sportswear and footwear should be worn.
Spa treatments and wellness services are subject to availability and prior booking where applicable. 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.
21. 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.
22. 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.
23. Safety & Security
Guests should take reasonable care of their personal belongings and use designated security or storage facilities where provided. Valuable items should not be left unattended. Guests should immediately report any security, safety or maintenance concern to management.
24. 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. Return delivery arrangements and associated costs may be the responsibility of the guest.
25. 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.
Where reasonably possible, guests will be informed in advance of planned closures or interruptions that materially affect their stay.
26. 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 authorisation.
27. 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, including natural disasters, severe weather, fire, flooding, epidemics or pandemics, government restrictions, civil disturbances, power or utility failures, transport disruptions or other circumstances beyond reasonable control.
28. 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.
Nothing in these Terms & Conditions is intended to exclude or limit any liability that cannot lawfully be excluded or limited under applicable Kenyan law.
29. 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.
30. 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.
31. 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, service or accommodation configuration will be available at the time of a guest’s visit unless specifically confirmed.
32. 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
33. 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.
34. 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.
35. Contact Us
Konza Sanctuary Villas Ltd
Trading as: Konza Sanctuary Villas
Location: Along Mombasa Road, Next to Konza Technopolis City
Phone: +254 728 772 222 / +254 733 888 161
WhatsApp: +254 728 772 222
Email: info@konzasanctuaryvillas.com
Reservations: res@konzasanctuaryvillas.com
Website: www.konzasanctuaryvillas.com
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 should be reviewed and approved by qualified Kenyan legal counsel before publication.