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Terms and Conditions

  1. Introduction

    These are the terms and conditions that apply when you reserve a room at the Sun Africa Hotels using one of our digital channels (such as our website, mobile site or app). You will be asked to confirm your acceptance of these terms and conditions when you make a reservation.
    We reserve the right to amend these terms and conditions at any time and you should therefore check them each time you make a reservation. The terms and conditions applying to your reservation will be those in place on the date that you make your reservation.
  2. Reservations

    To reserve your room please follow the instructions on the website, mobile site or app (as applicable). You must be at least 16 years old to make a reservation.
    You will need to provide your credit or debit card details to secure your reservation. Sun Africa accepts Visa, MasterCard and American Express to secure a reservation. Please check that the details of your reservation are complete and accurate before you confirm your reservation. We will not be liable for any delay or non-performance if you provide us with incorrect information.
    We will confirm our acceptance of your reservation by sending you an email to the email address that you provide during the reservation process. The contract between us for the provision of your room and any additional services added to your reservation will be formed when you receive this email confirmation from us.
    If you think that there is a mistake in your reservation or if you require any changes to a confirmed reservation, please contact us to discuss. For more information on cancellation, please see section 10 Cancellation, below.
  3. Room prices

    Sun Africa adopts dynamic pricing and the price of our rooms fluctuates based on demand. When you make a reservation request, we'll give you a total price for the rooms and number of nights you've requested. The price you pay is the price quoted to you at the time you make your reservation.
    Room prices are per room, per night and are inclusive of VAT at the applicable rate at the time of your reservation. If the rate of VAT changes between the date of your reservation and the date of your stay, we may adjust the rate of VAT but the price you pay will remain the same.
    Meals and other extras are not included in the room price but you may be able to add them to your reservation during the booking process or they may be available to you during your stay. You may pay for breakfast and selected extras at the same time as paying for your room. If you have breakfast and selected extras as part of your reservation and the rate of VAT changes between the date of your reservation and the date of your stay, we may adjust the rate of VAT, but the price you pay will remain the same. All other meals and extras must be paid for separately.
  4. Accessibility

    Some of the Sun Africa hotels have rooms which are specially adapted for customers with disabilities. For more information view the hotels list of features or contact us for more details.
  5. Special requests

    1. The first night of the amended booking is to occur within 6 months of the date you were first due to arrive (subject to availability);
    2. Any subsequent amendments to the date of your booking are again within 6 months of the arrival date of your original booking (for example, if the arrival date of your original booking was 1st July 2021, irrespective of how many times you amend the booking the first night of your amended stay must always occur on or before 31st December 2021;
    3. If the total value of the new stay is less than the original booking pre-payment, any difference is forfeited;
    4. If the total value of the new stay is more than the original booking pre-payment, the remaining balance is payable and payment in full is required at the time of amendment.

    Non-Flex rate room bookings may be cancelled (i) within 48 hours of making a booking, or (ii) 2 days before the day of arrival where a booking is made less than 48 hours prior to this. If you cancel your reservation within the cancellation period, a full refund will usually be processed to the same debit/credit card the next working day, however it may take a few days for the funds to reach your account. A cancellation reference will be given and should be retained as proof of cancellation. For the avoidance of doubt, the room(s), any associated meals and/or other additional extras cannot be cancelled, amended or refunded after the cancellation period (including any “no shows”), although additional meals or extras may still be added. Such cancellation charge is to compensate the hotel for the late cancellation and is not for any service.


    Our right to cancel Your breach
    We may cancel your reservation at any time with immediate effect by giving you written notice (which includes email) if: you do not pay us when you are required to do so; or you break the contract between us in any way.
    If we cancel your reservation where you are at fault, we reserve our legal rights in respect of your breach of contract. Where your stay had/has not yet commenced, the total payment made or to be made by you for such room shall be deemed a cancellation charge and is not for any service.

    Events outside our control We may also cancel your reservation if an event outside of our control (including industrial action, explosion, outbreak of disease, health and safety issues, fire, flooding, and failure of power and/or water supplies or emergency evacuation) means that we are unable to make your room available to you. In this case we will contact you to let you know as soon as possible and: if you have already paid for your room, we will refund your payment to you. Although Sun Africa will try to accommodate special requests, all rooms are subject to availability.

    Although Sun Africa will try to accommodate special requests, all rooms are subject to availability.

  6. Meals

    Meals are not included in the room price.
    You may add breakfast and/or a meal deal (where available) when you make your reservation.
  7. Paying for your room

    If you have not paid for your room and any extras added to your booking in full at the time you make your reservation, you will need to pay on arrival.
    Payment may be made by cash (with proof of identification), credit/debit card (Visa, MasterCard, American Express). The expiry date of your debit/credit card must be later than the end of your stay. We do not accept personal cheques or family discount cards.
  8. Cancellation

    Your right to cancel

    If you cancel a reservation after 1pm Kenya time on the day of arrival (including any "no show") and have not already paid for the room in advance you will be charged a cancellation charge equivalent to one night's total accommodation per room booked and for any meals and other extras booked for the first night of your stay (for example dinner, breakfast (the following morning) and ultimate wifi (as applicable)). A cancellation reference will be given and should be retained as proof of cancellation. Such cancellation charge is to compensate the hotel for the late cancellation and is not for any service.

    If you decide to shorten your stay you must inform reception at the hotel that you are staying in by 12 noon on the day you wish to check out. Otherwise you will be charged a cancellation charge equivalent to one night’s total accommodation per room booked and for any meals and other extras booked for the following day. Such cancellation charge is to compensate the hotel for the late cancellation and is not for any service.

    Advance rate room bookings may be cancelled before midnight twenty-eight days prior to the arrival date, (e.g. For a stay arriving on Saturday, you can cancel until 11.59pm Kenya time on the Saturday four weeks prior). If you cancel your reservation within the cancellation period, a full refund will usually be processed to the same debit/credit card the next working day, however it may take a few days for the funds to reach your account. A cancellation reference will be given and should be retained as proof of cancellation.

    After the cancellation period, the whole reservation becomes fully non-refundable including any associated meals and/or additional extras. Such cancellation charge is to compensate the hotel for the late cancellation and is not for any service. Bookings amended within 7 days of arrival are outside of the cancellation period and are fully non-refundable, and remain non-refundable despite any amendments to the booking (for example, irrespective of the amended date of stay no cancellation period applies). You can amend a booking outside of the cancellation period up until 1pm Kenya time on the day of arrival provided that:

    1. The amended booking is on a like for like basis (same rate type, same hotel, same number of rooms and type of rooms, and the same stay duration);
    2. The first night of the amended booking is to occur within 6 months of the date you were first due to arrive (subject to availability);
    3. Any subsequent amendments to the date of your booking are again within 6 months of the arrival date of your original booking (for example, if the arrival date of your original booking was 1st July 2021, irrespective of how many times you amend the booking the first night of your amended stay must always occur on or before 31st December 2021;
    4. If the total value of the new stay is less than the original booking pre-payment, any difference is forfeited;
    5. If the total value of the new stay is more than the original booking pre-payment, the remaining balance is payable and payment in full is required at the time of amendment.

    Non-Flex rate room bookings may be cancelled (i) within 48 hours of making a booking, or (ii) 2 days before the day of arrival where a booking is made less than 48 hours prior to this. If you cancel your reservation within the cancellation period, a full refund will usually be processed to the same debit/credit card the next working day, however it may take a few days for the funds to reach your account. A cancellation reference will be given and should be retained as proof of cancellation. For the avoidance of doubt, the room(s), any associated meals and/or other additional extras cannot be cancelled, amended or refunded after the cancellation period (including any “no shows”), although additional meals or extras may still be added. Such cancellation charge is to compensate the hotel for the late cancellation and is not for any service.

    Our right to cancel

    Your breach

    We may cancel your reservation at any time with immediate effect by giving you written notice (which includes email) if: you do not pay us when you are required to do so; or you break the contract between us in any way.

    If we cancel your reservation where you are at fault, we reserve our legal rights in respect of your breach of contract. Where your stay had/has not yet commenced, the total payment made or to be made by you for such room shall be deemed a cancellation charge and is not for any service.

    Events outside our control

    We may also cancel your reservation if an event outside of our control (including industrial action, explosion, outbreak of disease, health and safety issues, fire, flooding, and failure of power and/or water supplies or emergency evacuation) means that we are unable to make your room available to you. In this case we will contact you to let you know as soon as possible and: if you have already paid for your room, we will refund your payment to you; or if you have not yet paid for your room, you will not have to make any payment to us.

    Save as set out above, we will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations that is caused by an event outside of our control. This does not affect your statutory rights.

  9. Arrival and departure

    Rooms are available from 12 noon on the arrival date. Please let your chosen Hotel know if you are likely to arrive after 6pm.

    Guests will be asked to provide proof of identity and nationality upon check-in.

    Rooms must be vacated by 10 am on the day of departure. Failure to leave your room by this time may result in a late check-out charge.

  10. General

    We reserve the right to:
    change your room allocation and/or hotel location at any point during your stay for any reason; or cancel any booking(s) due to health and safety concerns or full or partial closure of the hotel. In the event we have to cancel your booking(s) we will attempt to notify you and a full refund will be processed to the same debit/credit card, though it may take a few days for the funds to reach your account.
  11. Contact us

    If you require further information or have any questions regarding our website or these terms and conditions, contact us on info@sunafricahotels.com.