General Terms and Conditions
These General Terms and Conditions apply to all guests, visitors and reservations at Bonsai Villas and its associated accommodation properties.
By making a reservation, checking into a property or using any Bonsai Villas facility, guests agree to comply with these terms, the applicable house rules and the separate Payment, Cancellation and Booking Terms.
1. Reservations and Guest Information
The person making the reservation must be at least 18 years old and must be authorised to make the booking on behalf of every guest included in the reservation.
All information supplied during the booking process must be accurate and complete. Guests are responsible for checking their property, room, travel dates, number of guests and contact information before confirming a reservation.
Only guests included in the confirmed reservation may occupy the accommodation.
2. Check-In and Check-Out
Standard check-in and check-out times will be displayed on the website and included in the booking confirmation.
Guests arriving before the standard check-in time may register and leave their luggage securely at the property. Early-arriving guests may use designated gardens and common areas while waiting for their room.
Access to a room before the standard check-in time is subject to availability and cannot be guaranteed.
Guests expecting to arrive late must arrange their arrival directly with the establishment by email or telephone.
Early check-in and late check-out are subject to availability and may incur an additional charge.
3. Identification
Guests may be required to present valid identification when checking in.
Bonsai Villas may also request confirmation of the reservation and proof of payment. The name on the identification should correspond with the guest or person named on the booking.
4. Room Occupancy
The number of guests staying in a room, apartment or villa may not exceed the maximum occupancy stated on the relevant accommodation listing.
All adults and children must be included in the reservation.
Additional guests must be approved by Bonsai Villas before arrival and may incur an additional charge. Bonsai Villas may require an additional room to be booked if the permitted occupancy is exceeded.
5. Children
Children are welcome but must remain under the supervision of a responsible adult.
Parents and guardians are responsible for the behaviour and safety of children in their care.
Children must always be supervised by a responsible adult when using or approaching the swimming pool, kitchens, gardens, balconies, staircases and other shared areas.
Bonsai Villas does not provide unsupervised childcare unless this has been separately arranged and confirmed in writing.
6. Cots and Extra Beds
Cots and extra beds are subject to room capacity and availability. They must be requested before arrival and may incur an additional charge.
A request for a cot or extra bed is not confirmed until Bonsai Villas has approved it in writing.
7. Bathrooms, Kitchens and Shared Facilities
Some accommodation options may include ensuite bathrooms, while others may use shared bathrooms. Certain rooms and accommodation units may also include access to private or shared kitchens and common living areas.
The facilities applicable to a reservation will be stated on the relevant accommodation listing or booking confirmation.
Guests using shared bathrooms, kitchens and living areas must keep these spaces clean and considerate for other guests.
Food, utensils and personal belongings should not be used without the owner’s permission. Guests must follow any safety, hygiene and access rules displayed at the property.
Facilities described as shared are not for the exclusive use of one guest or booking unless the property has been reserved on a full-house basis.
8. Swimming Pool
The shared swimming pool is located at Bonsai Villa.
Guests must use the swimming pool responsibly and comply with all safety instructions displayed at the property.
Children may use the swimming pool only when accompanied and continuously supervised by a responsible adult.
Running, diving in unsafe areas, disruptive behaviour and the use of glass containers near the swimming pool are not permitted.
Use of the swimming pool is subject to its operating hours, maintenance requirements and availability.
9. Breakfast and Self-Catering
Breakfast is included with individual room reservations booked on a bed-and-breakfast basis.
Full-house reservations are offered on a self-catering basis unless otherwise stated in the booking confirmation.
Kitchen access varies according to the property and accommodation selected. Guests should check their room listing or booking confirmation before assuming that cooking facilities are included.
Guests must notify Bonsai Villas in advance of any dietary requirements. Bonsai Villas will make reasonable efforts to assist but cannot guarantee that every dietary requirement can be accommodated.
10. Housekeeping, Linen and Towels
Housekeeping is included with individual room stays.
Full-house reservations include the cleaning arrangements stated in the booking confirmation. Full-house guests remain responsible for the reasonable day-to-day care of kitchens, common areas and other self-catering facilities.
Guests should not remove towels, linen, furnishings or other property from the premises.
Additional cleaning, excessive cleaning, damaged linen or missing items may incur an additional charge.
11. Wi-Fi
Complimentary Wi-Fi is available to guests.
Wi-Fi access is provided for reasonable personal and business use. Guests may not use the network for unlawful activity, unauthorised access, excessive downloading or any activity that compromises the security or performance of the network.
Bonsai Villas cannot guarantee uninterrupted access where connectivity is affected by service providers, power interruptions, maintenance or circumstances beyond its control.
12. Parking
Complimentary secure parking is available to guests, subject to space being available.
Guests arriving with more than one vehicle, an oversized vehicle or a group transport vehicle should contact the property before arrival.
Vehicles and their contents remain the responsibility of the owner. Guests should lock their vehicles and avoid leaving valuables visible inside them.
13. Smoking
Smoking is not permitted inside guest rooms, bathrooms, kitchens or enclosed common areas.
Guests may smoke only in designated outdoor areas where available. Smoking must not inconvenience other guests or create a fire or safety risk.
Guests may be charged for additional cleaning or damage caused by smoking inside prohibited areas.
14. Quiet Hours
Quiet hours apply from 23:00 to 07:00.
Guests must keep noise at a reasonable level and avoid disturbing other guests, neighbours or members of staff.
Music, televisions, conversations and other activities must be kept at an appropriate volume, particularly during quiet hours.
15. Visitors
Visitors who are not included in the reservation must receive prior approval from Bonsai Villas and may be required to register with reception.
The registered guest remains responsible for the conduct of their visitors.
Visitors may not stay overnight unless they have been added to the reservation and the applicable accommodation charges have been paid.
Bonsai Villas may restrict visitor access where it affects security, occupancy limits, guest privacy or the peaceful operation of the property.
16. Parties, Gatherings and Events
Private parties, functions, commercial activities and organised gatherings are not permitted unless prior written approval has been obtained from Bonsai Villas.
Events must be arranged through the appropriate Bonsai Villas event-booking process. Additional event rates, deposits, occupancy limits and terms may apply.
An accommodation reservation does not automatically include permission to host an event or gathering.
17. Guest Conduct
Guests must treat the property, its contents, members of staff, neighbours and other guests with respect.
Threatening, abusive, discriminatory, disruptive or unlawful behaviour will not be tolerated.
Bonsai Villas reserves the right to refuse entry or terminate a stay where a guest:
- Seriously or repeatedly breaches the house rules
- Causes unreasonable disruption
- Threatens the safety of another person
- Intentionally damages property
- Exceeds the permitted occupancy
- Uses the accommodation for an unlawful or unauthorised purpose
Where a stay is terminated because of guest misconduct, no refund will be payable for unused accommodation or services.
18. Damage, Loss and Additional Cleaning
The person who makes the reservation is responsible for the conduct of everyone included in the booking.
Guests may be charged for:
- Damage to the room, property or facilities
- Missing furniture, linen, towels, keys or equipment
- Excessive cleaning
- Unauthorised smoking
- Damage caused by visitors
- Costs arising from a serious breach of the house rules
Damage or maintenance concerns must be reported to Bonsai Villas as soon as possible.
19. Personal Belongings
Guests are responsible for safeguarding their money, identification, electronic devices, luggage, vehicles and other personal belongings.
Valuable items should not be left unattended in rooms, vehicles or shared areas.
Any lost property found after departure will be handled according to the property’s lost-property procedure. Guests are responsible for collection or delivery costs.
20. Safety and Security
Guests must follow all safety and security instructions provided by Bonsai Villas.
Access gates, doors and security systems must not be left open or shared with unauthorised persons.
Guests must promptly report suspicious activity, accidents, hazards, maintenance issues or damage that could affect safety.
Emergency exits, fire equipment and access routes may not be obstructed or misused.
21. Photography and Filming
Guests may take photographs and videos for personal use, provided this does not disturb other guests, staff or the normal operation of the property.
Guests must obtain consent before photographing or filming other guests or members of staff.
Children may not be photographed or filmed without consent from their parent or legal guardian.
Commercial photography, professional photo shoots, advertising campaigns, influencer content, paid productions and other commercial filming require prior written approval from Bonsai Villas.
The Bonsai Villas name, logo and property images may not be used commercially without prior written permission.
Bonsai Villas reserves the right to restrict photography or filming where it affects privacy, safety or the peaceful enjoyment of the property.
22. Airport Transfers, Transport and Tours
Airport transfers, Nairobi transport and tours are subject to availability and must be arranged separately.
Guests are responsible for supplying correct flight, collection, passenger and contact information.
Where transport or tour services are provided by an independent third party, that provider’s additional terms may apply.
23. Personal Information
Personal information supplied by guests may be used to:
- Process and manage reservations
- Communicate with guests
- Process payments and refunds
- Provide accommodation and requested services
- Maintain security and guest records
- Meet applicable legal and administrative requirements
Further information is available in the Bonsai Villas Privacy Policy.
24. Circumstances Beyond Reasonable Control
Bonsai Villas will take reasonable steps to assist guests when services are affected by circumstances beyond its reasonable control.
These may include severe weather, natural disasters, utility failures, government restrictions, civil unrest, public-health emergencies or other events that prevent normal operation.
Any refund, credit, alternative arrangement or date change will be handled in accordance with the booking terms and the circumstances of the event.
25. Payment, Cancellation and Rescheduling
Payment requirements, full-house deposits, cancellation charges, refunds, no-shows and rescheduling conditions are governed by the separate Payment, Cancellation and Booking Terms.
Guests must read and accept those terms before completing a reservation.
26. Applicable Law
These terms are governed by the applicable laws of Kenya.
Nothing in these terms excludes or limits any guest or consumer right that cannot lawfully be excluded.
27. Acceptance
By completing a reservation or checking into a Bonsai Villas property, the guest confirms:
“I have read and agree to the Bonsai Villas General Terms and Conditions, House Rules, Accommodation Information and Payment, Cancellation and Booking Terms.”