Privacy Policy

Last updated: September 2026

Bonsai Villa respects your privacy and is committed to protecting the personal information you share with us.

This Privacy Policy explains how Bonsai Villa collects, uses, stores and shares personal information when you visit bonsaivilla.com, make a reservation, contact us or use our accommodation and related services.

For the purposes of this Privacy Policy, “Bonsai Villa”, “we”, “us” and “our” refer to Bonsai Villa and its associated accommodation properties.

1. Information We Collect

We may collect personal information directly from you when you make a reservation, complete a form, contact us or stay at one of our properties.

This information may include:

• Your full name
• Email address
• Telephone or WhatsApp number
• Home or billing address
• Nationality or country of residence
• Identification or passport information where required
• Arrival and departure dates
• Selected property, room or accommodation type
• The names and number of guests included in the reservation
• Information about children included in the booking
• Billing, transaction and payment-confirmation information
• Flight and transport information supplied for airport transfers
• Dietary, accessibility or other special requirements
• Messages, enquiries, complaints and correspondence
• Information relating to incidents, damage, security or lost property

2. Information Collected Automatically

When you visit our website, certain technical information may be collected automatically.

This may include:

• Your IP address
• Browser and device type
• Operating system
• Approximate location
• Pages visited
• Dates and times of visits
• The referring website or search engine
• Website interactions and booking activity
• Cookie and consent preferences

This information helps us operate, secure and improve the website and understand how visitors use it.

3. How We Collect Information

We may collect personal information through:

• Online bookings and availability searches
• Website enquiry and contact forms
• Email, telephone and WhatsApp communication
• Direct or third-party reservation enquiries
• Payment and refund processes
• Guest registration and check-in
• Airport-transfer, transport and tour requests
• Cookies and website analytics
• Security, access-control and incident records

4. How We Use Personal Information

We may use your personal information to:

• Check room availability
• Process and manage reservations
• Confirm, amend or cancel bookings
• Process payments, deposits and refunds
• Communicate booking and arrival information
• Provide accommodation and requested guest services
• Arrange airport transfers, transport or tours
• Manage dietary, accessibility and special requests
• Verify guest identity where necessary
• Maintain safety and security at our properties
• Prevent fraud, misuse and unlawful activity
• Respond to enquiries, complaints and requests
• Improve our website, accommodation and guest experience
• Maintain financial, booking and administrative records
• Comply with legal, regulatory, tax and reporting obligations
• Send marketing communication where you have consented to receive it

5. Legal Grounds for Processing

We process personal information only where we have an appropriate reason to do so.

Depending on the circumstances, this may include:

• Contract: Processing information required to manage a reservation or provide accommodation and related services.
• Consent: Where you have given us permission to use information for a specific purpose.
• Legal obligation: Where information must be collected, retained or disclosed to comply with applicable law.
• Legitimate interests: Where processing is reasonably necessary to operate, protect and improve our business and services without unfairly affecting your rights.
• Protection of vital interests: Where information is required to protect someone’s health, safety or wellbeing.

6. Special or Sensitive Information

Some information supplied to us may be sensitive, including health, accessibility, allergy or dietary information.

We ask guests to provide only the information reasonably required for us to assist with their stay.

Sensitive information will be used only for the purpose for which it was provided or where otherwise permitted by law.

If you provide information about another guest, you confirm that you are authorised to share it with us.

7. Online Payments

Online payments may be processed through an independent payment-service provider.

Payment providers may collect and process payment-card, billing, verification and transaction information under their own privacy and security terms.

Bonsai Villa does not normally receive or store complete payment-card details. We may receive limited information such as the amount paid, payment status, transaction reference and payer details required to manage the reservation.

You should review the payment provider’s privacy policy before completing a transaction.

8. Booking and Website Service Providers

Our website may use third-party systems to provide:

• Room availability and reservation management
• Online checkout and payment processing
• Booking confirmations and transactional emails
• Website hosting and security
• Website analytics
• Spam and fraud prevention
• Backups, maintenance and technical support

These providers may process personal information only to the extent necessary to provide their services to us or as otherwise described in their own privacy policies.

9. Sharing Personal Information

We do not sell or rent your personal information.

We may share relevant information with:

• Authorised Bonsai Villa staff and property-management personnel
• Website, booking and accommodation-management providers
• Payment gateways, banks and financial-service providers
• Email, communication and hosting providers
• Airport-transfer, transport and tour providers
• Professional advisers, auditors and insurers
• Security, fraud-prevention and technical-support providers
• Government departments, regulators or law-enforcement authorities where required by law

Only information reasonably necessary for the relevant service or legal purpose will be shared.

10. Information About Other Guests

If you make a reservation on behalf of another person, you may provide personal information relating to that person.

You are responsible for ensuring that:

• The information is accurate
• You have permission to provide it
• The other guest has been informed about this Privacy Policy

11. Children’s Information

Our website and booking services are intended for use by adults. A person making a reservation must be at least 18 years old.

We may collect limited information about children when it is provided by a parent, guardian or responsible adult as part of an accommodation booking.

This information will be used only to manage the reservation, occupancy, safety and relevant guest requirements.

12. Cookies

Our website uses cookies and similar technologies to operate correctly, remember preferences, maintain security and understand website usage.

Cookies may include:

• Necessary cookies: Required for essential website, security, booking and checkout functions.
• Preference cookies: Used to remember selected settings and choices.
• Analytics cookies: Used to understand website visits, traffic and user interactions.
• Marketing cookies: Used where applicable and where the required consent has been obtained.

Where required, non-essential cookies will be used only after you have made a consent choice.

You can manage your cookie preferences through the website’s cookie settings or your browser. Disabling certain cookies may affect website, booking or checkout functionality.

13. Website Analytics

We may use website analytics services to understand how visitors find and use our website.

Analytics information may include device, browser, location, traffic-source and website-interaction data. Where possible, this information is analysed in an aggregated or pseudonymised form.

Analytics providers may process information on servers located outside Kenya. Any such processing will be managed in accordance with applicable data-protection requirements.

14. Marketing Communication

We may send newsletters, offers or other marketing communication where we have an appropriate legal basis or you have agreed to receive it.

You may unsubscribe at any time by using the unsubscribe link in a marketing email or emailing info@bonsaivilla.com.

Unsubscribing from marketing will not prevent us from sending reservation confirmations, payment information or other messages required to manage your booking.

15. WhatsApp, Telephone and Email

If you contact us through WhatsApp, telephone, email or another communication service, that provider may process information under its own privacy terms.

We may retain relevant communication where it is needed to manage a booking, respond to a request, resolve a complaint, maintain security or comply with legal obligations.

Please avoid sending payment-card details or unnecessary sensitive information through ordinary email or messaging services.

16. International Transfers

Some website, booking, payment, communication, analytics or hosting providers may store or process information outside Kenya.

Where personal information is transferred internationally, we will take reasonable steps to ensure that the transfer is permitted and that appropriate safeguards are applied as required by applicable law.

17. Information Retention

We retain personal information only for as long as reasonably necessary for the purpose for which it was collected.

Retention periods may depend on:

• The duration of a reservation and guest relationship
• Payment, accounting, tax and financial-record requirements
• Legal and regulatory obligations
• Health, safety, security or incident requirements
• Complaints, claims or dispute-resolution periods
• Your consent, where processing depends on consent

When information is no longer required, we will take reasonable steps to delete, anonymise or securely dispose of it.

18. Information Security

We use reasonable administrative, technical and physical safeguards to protect personal information against loss, misuse, unauthorised access, alteration or disclosure.

These safeguards may include:

• Restricted access to guest and booking information
• Secure website connections
• User-access controls
• Software updates and security monitoring
• Secure payment processing through authorised providers
• Backups and appropriate record-management procedures

No website or electronic transmission can be guaranteed to be completely secure.

Guests should protect their passwords, devices and booking details and contact us if they suspect unauthorised access.

19. Personal-Information Breaches

If a personal-information breach occurs, Bonsai Villa will investigate the incident and take reasonable steps to contain and address it.

We will notify affected individuals and the relevant authorities where notification is required by applicable law.

20. Your Rights

Subject to applicable law, you may have the right to:

• Be informed about how your personal information is used
• Request access to personal information held about you
• Request correction of inaccurate or incomplete information
• Object to certain processing of your information
• Request deletion of information that is no longer required or is being processed unlawfully
• Request restriction of certain processing
• Withdraw consent where processing is based on consent
• Request information in a portable format where applicable
• Complain about the way your information has been handled

These rights may be subject to legal, contractual, financial-record or security requirements.

21. Exercising Your Rights

To submit a privacy request, contact us at info@bonsaivilla.com.

Please include enough information for us to understand your request. We may need to verify your identity before providing, correcting or deleting personal information.

We will respond within the period required by applicable law.

22. Complaints

If you have a concern about how Bonsai Villa has handled your personal information, please contact us first so that we can investigate and respond.

You may also submit a complaint to the Office of the Data Protection Commissioner of Kenya where applicable.

23. Third-Party Websites

Our website may contain links to external websites, booking services, payment providers or social-media platforms.

Bonsai Villa is not responsible for the privacy, security or content practices of independent third-party websites.

You should review their privacy policies before providing personal information.

24. Changes to This Privacy Policy

We may update this Privacy Policy when our website, booking systems, service providers, legal obligations or business operations change.

The latest version will be published on bonsaivilla.com with its updated date.

25. Contact Us

For questions, concerns or requests relating to this Privacy Policy or your personal information, please contact:

Bonsai Villa
Website: https://bonsaivilla.com
Email: info@bonsaivilla.com