Everything you need to know before your stayPolicies & Terms

Cancellation Policy

Standard Rate

Cancellation is free of charge 7 days prior to the date of arrival, after this time we charge you 100% the room rate as cancellation fee.

No shows and cancellations made within 7 days of arrival will incur 100% charge of the booking.

There may be additional applicable charges and taxes.

Terms of Your Stay

Terms, Conditions & Privacy

At Palacina, we want every stay to be comfortable, enjoyable and seamless. The following terms and conditions are intended to ensure the comfort, safety and wellbeing of all our guests, while helping us maintain the high standards of hospitality for which Palacina is known.

• Proof of Identity

  For the security of all our guests, we kindly request that each guest presents an original, valid form of identification upon arrival. This may be a passport, national identity card or other government-issued identification.

• Special Offers

  Bookings made under special offers or promotional rates may be subject to additional terms and conditions. Where these differ from our standard terms, the conditions specific to the relevant offer will take precedence.

• Gatherings & Occupancy

  To preserve the privacy, comfort and tranquillity of all guests, private gatherings and parties are not permitted within guest rooms or suites unless expressly authorised by Management.

  Accommodation is reserved exclusively for the guests named on the booking, and room occupancy must remain within the permitted capacity. Additional occupants require prior approval from Management.

  Reservations are personal to the registered guest and are not transferable without prior authorisation.

• Cancellation Policy

  More than 7 days before arrival

  Free cancellation

  Cancellations made more than 7 days prior to the scheduled arrival date may be made without charge.
  Within 7 days of arrival, or in the event of a no-show

  100% of the booking

  Cancellations made within 7 days of arrival, or failure to arrive on the scheduled check-in date without prior notice, will incur a cancellation charge equivalent to 100% of the total booking value.

  Please note that bookings made under special offers, promotional rates or specific packages may be subject to different cancellation conditions. The applicable terms will be communicated at the time of reservation and reflected in your booking confirmation.

• Guest Conduct

  We are committed to providing a welcoming, respectful and secure environment for everyone at Palacina. We therefore ask all guests to treat fellow guests, employees and the property with consideration and respect.

  Management reserves the right to take appropriate action, including requesting a guest to leave the property, where conduct is considered seriously disruptive, discriminatory, abusive, threatening or otherwise compromises the safety, security or wellbeing of others. This also applies where reasonable instructions issued by our team in the interests of safety and security are disregarded.

• Your Bill

  All charges incurred during your stay will be presented in your final guest bill for review and settlement. Should you have any questions or concerns regarding an item, our team will be pleased to assist. The final itemised bill, once reviewed and settled, will serve as the record of charges for your stay.

• Hygiene & Safety

  We kindly ask guests to observe appropriate standards of personal hygiene and to follow the health, safety and security guidelines communicated by our team. These measures are in place to protect the wellbeing of all guests, employees and visitors.

  Guests are expected to exercise reasonable care and to comply with any relevant safety instructions while using the hotel's facilities.

• Care of the Property

  Palacina takes great pride in maintaining its accommodation, facilities and furnishings to the highest standards. We kindly ask guests to treat all property, furnishings, equipment and facilities with due care and consideration.

  Should any loss or damage occur as a result of a guest's actions or negligence, Management reserves the right to recover the reasonable cost of repair or replacement. Any applicable charges will be assessed on a fair and proportionate basis.

• Allergies & Sensitivities

  Your comfort and wellbeing are important to us. If you have any allergies, intolerances or sensitivities relating to food, fabrics, materials, cleaning products or other substances, please inform our Management or Reservations team before arrival. This will allow us to make the necessary arrangements wherever reasonably possible.

Valuables & Lost Property

Safekeeping of Valuables

For your convenience and peace of mind, a personal safety deposit box is provided in every residence and suite for the secure storage of valuables and personal belongings.

Guests are kindly advised to make use of the in-room safe for cash, jewellery, passports, electronic devices and other items of value. Palacina cannot accept responsibility for the loss, theft or damage of valuables or personal belongings that have not been secured in the provided safety deposit box, subject to applicable law.

Should you have items of exceptional value, or belongings that are too large to be accommodated in the in-room safe, please inform the Hotel Manager upon arrival so that alternative safekeeping arrangements may be considered. Any such arrangements will be subject to availability and prior agreement with Management.

Security

The comfort and security of our guests remain a priority. Our team takes every reasonable measure to maintain a safe and secure environment throughout the property, and we encourage guests to exercise appropriate care with their personal belongings.

Lost Property

• Any personal belongings found within the property will be recorded and kept in a secure location by our team.
• Due to storage limitations, lost property will be retained for a maximum period of 30 days from the date it is found. After this period, unclaimed items may be donated to charity or disposed of appropriately.
• Perishable items recovered from guest rooms after departure will generally be retained only until close of business on the day of discovery.

Liability

Changes to These Terms

Palacina reserves the right to review and update these terms and conditions from time to time. Any revised version will be published on our website, and guests are encouraged to refer to the latest version when making or managing a reservation. Changes will not affect confirmed bookings retrospectively unless required by law or otherwise agreed with the guest.

Events Beyond Our Control

While we make every reasonable effort to ensure that reservations and guest arrangements proceed smoothly, certain circumstances may arise that are beyond our reasonable control. These may include, but are not limited to, adverse weather conditions, natural disasters, civil disturbances, acts of terrorism, government restrictions, changes in regulations, industrial action, transport disruptions, flight delays or cancellations, accidents, fire, flooding, equipment failure or other unforeseen events. Where such circumstances affect a guest's stay or arrangements, Palacina will endeavour to provide reasonable assistance and communicate any relevant developments. Liability, where applicable, will be determined in accordance with the relevant laws and regulations.

Airport Transportation

Palacina can assist guests with arranging airport transfers and other transportation services through its appointed or recommended service providers. While every effort is made to ensure that these arrangements are safe, reliable and convenient, transportation services may be operated by independent third-party providers. Their respective terms and conditions will apply, and any liability arising from the provision of such services will be subject to applicable law.

GENERAL PROVISIONS

• By making a reservation, guests acknowledge and agree that, once accepted by Palacina, their booking and subsequent stay will be governed by these Terms and Conditions, together with any additional conditions applicable to the selected rate or special offer.

• These Terms and Conditions apply to all aspects of the guest relationship with Palacina, including reservations, accommodation, payments and the use of hotel facilities and services.

• Palacina reserves the right to decline or cancel a reservation where information provided at the time of booking is found to be materially inaccurate, incomplete or misleading, subject to applicable law and any relevant booking conditions.

• To help us provide a more personalised and seamless hospitality experience, Palacina may use information voluntarily provided by guests, together with information lawfully available in the public domain, where appropriate and in accordance with our Privacy Policy and applicable data protection laws.

• Palacina may amend these Terms and Conditions from time to time. The latest version will be made available on our website.

• Guests may be held responsible, to the extent permitted by applicable law, for reasonable losses, damages or expenses arising directly from their actions, negligence or breach of these Terms and Conditions.

• Where Palacina is required to cancel a reservation due to circumstances within its control, we will endeavour to communicate with the guest promptly and provide appropriate assistance in accordance with the applicable booking terms and the law.

• Palacina shall not be held responsible for any failure or delay in fulfilling its obligations where this results from circumstances reasonably beyond its control.

• Any decision by Palacina not to enforce a particular provision on one occasion shall not constitute a waiver of its right to enforce that provision or any other provision in the future.

• These Terms and Conditions shall be interpreted and applied in accordance with the laws of Kenya.

Thank you for choosing Palacina.

We look forward to welcoming you and hope you enjoy a comfortable, relaxing and memorable stay in Nairobi.