Kisiwa Stays – Terms & Conditions

1. Scope and Nature of Our Service

Through the Kisiwa Stays website, we provide an online platform where property owners (the “Owners”) can advertise and offer their accommodation (the “Property”) for reservation or hire. Guests (“the Guest”) and accompanying travelers (“the Holidaymakers”) can search, compare, and make bookings via this platform.

By making a reservation, you enter into a direct, legally binding agreement with the Owner of the Property. Kisiwa Stays acts solely as an intermediary, transmitting your booking details to the Owner and sending a confirmation on their behalf. Kisiwa Stays does not own, operate, or rent out any property.

All property descriptions, recommendations, and testimonials are based on information available to Kisiwa Stays at the time of listing and are not a guarantee of quality, service level, or amenities.

Our website is for personal, non-commercial use only. You may not copy, resell, deep link, reproduce, or otherwise use any content for commercial purposes without written consent.

By making a booking, you confirm that you have read and accepted these Terms & Conditions on behalf of yourself and all Holidaymakers in your party.

All stays are booked strictly for holiday purposes. No tenancy rights are created, and the Property may not be used for illegal or commercial purposes, including subletting.

2. Bookings & Payments

• The Guest must be 18 years or older at the time of booking and authorized to agree to these terms on behalf of all Holidaymakers.
  
  
• Group bookings for events, stag/hen parties, or large single-sex groups are only permitted with prior written consent from Kisiwa Stays and/or the Owner.
  
  
• The exact number, ages, and residency status (Kenyan/East African resident or non-resident) of all Holidaymakers must be provided in writing at the time of booking. Proof of residency may be requested.
  
  

Booking Process

1. Once availability is confirmed, an invoice will be issued detailing the property, stay dates, group composition, and total cost.
   
   
2. A deposit — usually 50% of the total cost — is required to confirm the booking. No booking is confirmed until payment is received and acknowledged in writing.
   
   
3. The remaining balance must be paid at least 30 days before arrival. For bookings made within 30 days of arrival, full payment is required immediately.
   
   

Payment Terms

• Payments must come from a single source and be made in one or two installments, unless otherwise agreed in writing.
  
  
• Accepted payment methods: bank transfer, M-Pesa, credit/debit card (3.75% surcharge). Cash and cheques are not accepted.
  
  
• Payments must be made in the currency stated on the invoice (KES or USD). The Guest is responsible for all bank charges and transfer fees.
  
  

If payment is not received in full and on time, Kisiwa Stays reserves the right to cancel the booking and apply cancellation charges.

3. Guest Responsibilities & Property Use

• Only the Guests and Holidaymakers listed in the booking may use the Property.
  
  
• Visitors are only allowed with prior written consent.
  
  
• Events, parties, or catering for outside guests require special arrangements and approval.
  
  
• Pets are only allowed with written authorization at the time of booking.
  
  

Arrival & Departure
Guests must adhere to the check-in/check-out times stated in the booking confirmation or on the website.

Security & Documentation
All adult Guests may be required to sign an indemnity form, provide identification documents, or complete official forms as required by law.

4. Changes to Bookings

Any changes to guest numbers, composition (adults/children/infants), or residency status must be approved in writing.

• Increases in guest numbers may result in additional charges.
  
  
• Decreases within 8 weeks of arrival that reduce the total cost will be treated as partial cancellations.
  
  
• Date changes are treated as a cancellation of the original booking, and a new booking will be created if possible.
  
  
• Bookings are non-transferable to another property.
  
  

5. Cancellations & Refunds

• Cancellations must be made in writing via email during business hours (Mon–Fri, 9 am–5 pm, excluding public holidays).
  
  
• Cancellation charges:
  
  
  • 50% of the total cost if cancelled more than 30 days before arrival
    
    
  • 100% of the total cost if cancelled within 30 days of arrival
    
    

In exceptional cases where a refund is agreed, a 5% administration fee will be deducted, and the Guest is responsible for all bank charges.

6. Force Majeure

If the Property becomes unavailable due to events beyond our control (e.g., natural disasters, war, government restrictions, epidemics, severe weather, or loss of utilities), Kisiwa Stays will try to offer alternative accommodation or reschedule your stay. No compensation or reimbursement is guaranteed in these circumstances.

7. Damages & Loss

Guests are responsible for keeping the Property in good condition and for any damage caused during their stay.

• Damages must be reported immediately and paid for directly.
  
  
• Security deposits may be used to cover repair/replacement costs.
  
  
• Smoking is prohibited in designated non-smoking properties or areas.
  
  

8. Behaviour & Conduct

Guests must behave respectfully towards staff, neighbours, and the property.
Unacceptable behaviour — including illegal activities, excessive noise, threatening conduct, or unauthorized events — may result in immediate eviction without refund.

9. Complaints

If an issue arises, it must be reported immediately to on-site staff and then to the Owner or manager, allowing them the opportunity to resolve it during your stay.
Complaints made after departure will not be considered if no action was taken during the stay.

10. Health, Safety & Activities

Guests participate in all activities at their own risk, including:

• Swimming, water sports, and use of pools/jacuzzis
  
  
• Use of boats, vehicles, or other transport provided
  
  
• Wildlife encounters or outdoor exploration
  
  

Children must be supervised at all times, especially around water, balconies, uneven ground, and wildlife.

Kisiwa Stays accepts no liability for accidents, injuries, illness, or loss of property arising from such activities.

11. Limitation of Liability

Kisiwa Stays acts only as an agent for the Owner. We are not liable for loss, injury, delay, or damage arising from any act or omission of the Owner or any third party. By booking, you release Kisiwa Stays from all such claims.

12. Website & Property Information

Property details are provided in good faith but may change due to maintenance or unforeseen circumstances.
Photos are for general guidance and may not exactly match current furnishings or layouts. Minor differences will not qualify for refunds.

13. Medical & Insurance

It is the Guest’s responsibility to have comprehensive travel insurance covering:

• Medical expenses and evacuation
  
  
• Loss of belongings
  
  
• Cancellation or curtailment
  
  
• Personal liability
  
  

Guests should seek medical advice before travel regarding vaccinations or malaria prevention.

14. Travel Documents & Restrictions

Guests must ensure they have valid passports, visas, and health documents.
We are not responsible if you are denied entry or travel due to missing or incorrect documentation.

Travel advisories or restrictions do not automatically entitle Guests to refunds; standard cancellation terms apply.

By confirming your booking with Kisiwa Stays, you acknowledge that you have read, understood, and agree to these Terms & Conditions on behalf of yourself and all members of your party.