Policies

Booking terms and house rules

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Last updated: 21 October 2026

How a reservation works

1. You choose your dates and submit a reservation request with your card details.
2. Your card is authorised, which holds the amount, but you are not charged.
3. We confirm availability, because our residences may also be listed elsewhere. We aim to reply within 30 minutes.
4. If we accept, your card is charged the full amount and your reservation is confirmed by email. If we decline, or do not reply in time, the hold on your card is released and no charge is made.

Prices and payment

Prices are set in US dollars and the full amount is charged at confirmation. Amounts shown in other currencies are estimates for convenience. Your bank may apply its own exchange rate. Extras you select are included in the total.

Included benefit

Complimentary laundry and ironing is included for stays of 5 nights or more. [Fair-use limits to be confirmed.]

Guest verification

We require a valid passport or government ID for the lead guest before check-in. We may cancel and fully refund a reservation if verification cannot be completed.

House rules

• No smoking in any residence.
• No parties or events.
• No pets in Nairobi residences. Pets may be allowed at ÉLEVÉ Mombasa once it opens, subject to our prior approval.
• Guests must not exceed the stated maximum occupancy.
• Please respect neighbours, building rules and quiet hours.

We may end a stay without refund if these rules are seriously breached. Guests are responsible for damage beyond normal use. [Damage and security deposit terms to be confirmed.]

Changes and cancellation

See our cancellation policy. Date changes depend on availability.

Liability

[Limitation of liability, force majeure and insurance wording to be drafted by a lawyer.]

Governing law

[Governing law and dispute resolution to be confirmed. Expected: the laws of Kenya.]

Contact

[Registered business name], [Business address]. Email: [contact email]