Privacy Policy

Terms of Use

Table of contents

  1. Introduction
  2. Our services
  3. Booking
  4. Payment
  5. Service limitations and modifications
  6. Data Protection and Privacy
  7. User guidelines
  8. Third parties
  9. Intellectual property
  10. Indemnification
  11. Miscellaneous
  12. Support

1. Introduction

1.1 Thank you for choosing Palacina the Residence & the Suites, Nairobi, Kenya (Palacina, Nairobi) and a special thanks for taking the time to thoroughly read through these Terms of Use. We would like to begin with a short summary explaining why we have created these terms.

1.2 These Terms of Use govern your use of the Palacina, Nairobi website and other services provided, including hotel bookings, restaurant visits, conferences and events, by Palacina, Nairobi now and in the future (the "services").

1.3 These Terms of Use, together with our separate document on the gathering, use and protection of your personal information (the "Privacy Policy") and any other terms specifically referred to in any of those documents, constitute a legally binding agreement (the "Agreement") between you and Palacina, Nairobi in relation to your use of the services.

1.4 The website and our services are provided by Palacina, Nairobi and our main email address is

1.5 You can find our hotel at the following address:
Palacina The Residence & The Suites
PO Box 48728-00100

1.6 As a visitor to or user of our services you represent and warrant that you are going to read our Terms of Use, our Privacy Policy, Cookie Policy very carefully.

If you do not agree with any of the provisions set out in these documents, you should not use our services. By accessing or using our website and/or services, you represent and warrant that you have read and understood the Terms of Use, Privacy Policy, will abide by them, and that you are 18 years of age or more.

By continuing to use our services you represent and warrant that you have accepted our Terms of Use.

2. Our services

2.1 Palacina, Nairobi offers individuals and companies an opportunity to enjoy unique experiences at our hotel, situated in Nairobi, Kenya.

Among other services, we offer

  • Hotel accommodation
  • High quality food and beverage in our restaurant and bar
  • Conferences
  • Events

2.2 You are solely responsible for the accuracy of the data and personal information that you provide while using our services. Therefor you promise that any registration information that you submit to Palacina, Nairobi is true, accurate, and complete, and you agree to keep it that way at all times. Please be aware that Palacina, Nairobi has no responsibility for your choices to provide information to us or while using our services.

2.3 Palacina, Nairobi may introduce new functions and/or features to our website or our services. These functions and/or features may be bound certain terms of use. If you wish to engage with these functions and/or features, this means that you will be required to accept the new terms of use.

2.4 Palacina, Nairobi and our partners may choose to send targeted marketing to our hotel guests, as well as other users of our services. These marketing activities will primarily be carried out through email but can also appear in other types of communication. If you wish to unsubscribe from any marketing activities carried out by Palacina, Nairobi, please proceed to our Privacy Policy for detailed instructions.

3. Booking

3.1 When making a reservation for a hotel room, you and Palacina, Nairobi will agree on the applicable terms for your stay. The terms will be evident through these Terms of Use as well as through your booking confirmation. For reservations of our conference rooms or bookings at our restaurant, please review the specific terms applicable for those types of reservations.

3.2 If you choose to book a hotel room through our website, your reservation will be managed through a third-party service solution, provided by HTI Systems and their booking engine HTI Systems. In order to complete your booking, you must accept the general terms of use of HTI Systems and, if needed, their specific terms for your booking.

3.3 Your reservation will become binding once it has been confirmed by Palacina, Nairobi. The confirmation of your reservation, as well as your unique confirmation number, will generally be provided in writing, through email. However, depending on how you make your reservation, your confirmation number may be provided by other means of communication.

3.4 You must be aged 18 years or over to make a booking with us and you must be aged 18 years or over to stay alone in one of our hotel rooms. If a guest arrives at the hotel and is under 18 years of age the guest will not be permitted to stay alone. If a person who is over 18 years of age ("adult") shares the room with a person under 18 years of age ("minor"), the adult assumes complete liability for the minor�s use of the hotel room and our services in general. For more information, please contact our customer service.

3.5 When you stay at our hotel the check-in and check-out times will differ depending on how you make your reservation and which room category you choose. In general, the check-in and check-out times will be communicated on our website our through your booking confirmation. If you wish to receive additional information connected to your reservation, please contact our customer service.

3.6 Cancellations of reservations can be made on the website or directly with the hotel, through either email or phone. The Cancellation Terms and conditions have been set forth clearly.

3.7 In the event of a no-show (reservation not canceled - customer fails to arrive) when a reservation has been guaranteed by credit card, Palacina, Nairobi will charge the full applicable rate.

4. Payment

4.1 When making a reservation through our website, over the phone or on-site at our hotel, you may pay with either debit or credit cards. Palacina, Nairobi, does not store any credit card numbers. Payment on invoice is only permissible for company clients, either through a specific agreement or with Palacina, Nairobi express consent, to which there is no entitlement.

4.2 Our hotel accepts most major debit/credit cards, including Visa, American Express, and MasterCard. Your credit card details will never be sent in an email or transmitted by any means other than SSL

4.3 Any credit cards submitted online are NOT stored or processed by this website; they are transmitted to Palacina, Nairobi for secure handling and processing per Kenya finance laws.

4.4 Palacina, Nairobi will not apply any extra charge for card payments. Your bank may however apply additional charges depending on your type of debit/credit card. In the event that no payment has been received after placing your reservation, Palacina, Nairobi, Zanzibar may automatically cancel your reservation.

5. Service limitations and modifications

5.1 Palacina, Nairobi will make reasonable efforts to keep our services operational. However, certain technical difficulties or maintenance may, from time to time, result in temporary interruptions. Palacina, Nairobi reserves the right at any time and for any reason to suspend, discontinue, terminate or cease providing access to the website or any service provided through our services, temporarily or permanently. In the case of any temporary or permanent suspension, discontinuation, termination or cessation of access, Palacina, Nairobi shall use its reasonable endeavors to notify the person(s) of such decision in advance. Any such decision will be made at Palacina, Nairobi's discretion.

5.2 You hereby agree that Palacina, Nairobi and its subsidiaries, affiliates, successors, assigns, employees, agents, directors, officers, partners and shareholders shall not be liable to you or to any third party for any changes or modifications to our website or any of our services that Palacina, Nairobi may wish to make from time to time, or for any decision to suspend, discontinue or terminate the website, the services or any part or parts thereof, or your possibility to use or access the same from or within any territory or territories.

5.3 Palacina, Nairobi may change the features of any type of services, may withdraw or, or introduce new features, products or types of account at any time and for any reason, and may change the prices charged for any of its services from time to time.

6. Data Protection and Privacy

All personal data that you provide to us in connection with your use of the website and our services is collected, stored, used and disclosed by Palacina, Nairobi in accordance with our Privacy Policy.

7. User guidelines

In order for us to be able to provide our visitors with high quality experiences, services and offers we need everyone to feel an indubitable sense of security in their interactions with our hotel and our website. Therefor we urge you to respect Palacina, Nairobi as well as other visitors of our website. For these reasons you must not engage in any activity which is or includes material that:

  • is illegal, or intended to promote or commit an illegal act of any kind, including but not limited to violations of intellectual property rights, privacy rights, or proprietary rights of Palacina, Nairobi or a third party
  • is offensive, abusive, defamatory, pornographic, threatening, or obscene
  • impersonates or misrepresents your affiliation with another user, person, or entity, or is otherwise fraudulent, false, deceptive, or misleading
  • purposely includes personal data of third parties or is intended to solicit such personal data
  • interferes with or in any way disrupts our services, tampers with, breaches, or attempts to probe, scan, or test for vulnerabilities in the services or Palacina, Nairobi computer systems, network, usage rules, or any of Palacina, Nairobi security components, authentication measures or any other protection measures applicable to the services; or
  • includes malicious content such as malware, Trojan horses, or viruses, or otherwise interferes with any user's access to the services'
  • involves the transmission of unsolicited mass mailings or other forms of spam, junk mail, or similar

8. Third Parties

8.1 By using our website, you may be provided with access to third party websites, databases, networks, servers, information, software, programs, systems, directories, applications, products or services (hereinafter "External Services").

8.2 Palacina, Nairobi does not have or maintain any control over nor does it take any responsibility for the External Services and is not and cannot be responsible for their content, operation or use. By linking or otherwise providing access to any External Services, Palacina, Nairobi does not give any representation, warranty or endorsement, express or implied, with respect to the legality, accuracy, quality or authenticity of content, information or services provided by such External Services.

9. Intellectual property

9.1 All content on the website is, unless otherwise stated, owned by Palacina, Nairobi

9.2 The content of the website is in all respects protected by copyright, trademark law and other intellectual property laws. Users and visitors are not given the right to use the content of the website in any way other than in accordance with the Terms of Use.

9.3 Unless otherwise stated, reproduction, publication, processing, transfer, storage or other use of the content on the Palacina, Nairobi website requires prior written approval.

9.4 The use of trademarks and logos that appear on the site will require the previous written consent of Palacina, Nairobi or, if applicable, another authorized right-holder.


You hereby agree to indemnify, defend and hold harmless Palacina, Nairobi, its successors, assigns, affiliates, agents, directors, officers, employees, partners and shareholders from and against any and all claims, obligations, damages, losses, expenses, and costs, including reasonable attorneys' fees, resulting from:

  • any violation by you of these Terms of Use or any applicable guidelines; or
  • any third-party claim of infringement of copyright or other intellectual property rights or invasion of privacy arising from your actions in regard to our website and our services

11. Miscellaneous

11.1 Palacina, Nairobi may assign its rights and its obligations under these Terms of Use, in whole or in part, to any third party at any time without prior notice, including without limitation, to any person or entity acquiring all or substantially all of the assets or business of Palacina, Nairobi. You may not assign this these Terms of Use or the rights and duties hereunder, in whole or in part, to any third party without the prior written consent of Palacina, Nairobi. Any such requests of assignment of rights will be handled at the sole discretion of Palacina, Nairobi.

11.2 Should one or more provisions of these Terms of Use be found to be unlawful, void or unenforceable, such provision(s) shall be deemed severable and will not affect the validity and/or enforceability of the remaining provisions of the Terms of Use, which will remain in full force and effect.

11.3 Any potential dispute shall be settled in accordance with Kenyan Laws.

12. Support

The services hereunder are offered by Palacina, Nairobi, a company incorporated under the laws of Zanzibar and with its main place of business in Nairobi, Kenya. You may contact us by email, phone or on-site at our hotel, located at the following address:


If you have any questions regarding our Terms of Use, you may contact us by emailing us at and +254-733-777-173


At Palacina, Nairobi, we are committed to protecting your privacy as an online visitor to our website. We use the information we collect about you to maximize the services that we provide to you. Palacina, Nairobi respects the privacy and confidentiality of the information provided by you. Please read our Privacy Policy below carefully.

You may change your details at any time by advising us in writing via email. All information Palacina, Nairobi receives from its customers is protected by our secure server Palacina, Nairobi secure server software encrypts all customer information before it is sent to us. Furthermore, all customer data collected is secured against unauthorized use or access. Credit card information is not stored by us on our servers.


We receive and store information you enter on our website or give us in any other way from time to time. You may provide basic contact information such as your name, phone number, address, and email address to enable us to send information prices or rates, process your order, subscribe to our e-newsletter, or make a booking.

We may also collect additional information at other times, including but not limited to, when you provide feedback, enter a competition, change your content or email preferences, respond to a survey, or communicate with Palacina, Nairobi customer support or queries.

We may use personal information collected from you for the purpose of providing you with direct marketing material, updates regarding our website and information in the form of a newsletter. This will only apply if you have registered or subscribed to such publications by your registering your details with us. However if you wish to cease receiving any such information you may let us know either by email or unsubscribing at any time and your request will be actioned as soon as possible.

Individual profile and company details are not used for any other purpose. Details are only supplied to a third party supplier when it is required by law, for goods or services which you have purchased or to protect Palacina, Nairobi copyright, trademarks and other legal rights.

We respect the privacy of our online visitors. We may collect information on or through this website that can personally identify you. For example, we collect personally identifiable information which you volunteer to us to respond to visitor questions and comments about us and our products and services, and to mail e-newsletters ("Personal Data").

We will use all reasonable means to protect the confidentiality of your Personal Data while in our possession or control. We will not knowingly share any of your Personal Data with any third party other than our service providers who assist us in providing the information and/or services we are providing to you. To the extent that we do share your personal information with a service provider, we would only do so if that party has agreed to comply with our privacy standards as described in this privacy policy. Some of our service providers may be overseas and may not be subject to Kenyan Privacy Laws. Please contact us if you require specific details.

Any non-personal information, communications and material you send to this website or to us by email, or which we obtain from third parties without promises of confidentiality, may be kept, used and disclosed by us on a non-confidential basis. We are free to use and reproduce any such information freely, and for any purpose whatsoever. Specifically, we will be free to use any ideas, concepts, know-how or techniques contained in such information for any purpose, including developing, manufacturing or marketing products.


A cookie is a small file placed in your web browser that collects information about your web browsing behavior. Use of cookies allows a website to tailor its configuration to your needs and preferences. Cookies do not access information stored on your computer or any personal information (e.g. name, address, email address or telephone number). Most web browsers automatically accept cookies but you can choose to reject cookies by changing your browser settings. However, this may prevent you from taking full advantage of a website.

Our website uses cookies to analyse website traffic and help us provide a better website visitor experience. In addition, cookies may be used to serve relevant ads to website visitors through third party services such as Google Ad-words. These ads may appear on this website or other websites you visit.


We may from time to time need to disclose certain information, which may include your Personal Data, to comply with a legal requirement, such as a law, regulation, court order, subpoena, warrant, in the course of a legal proceeding or in response to a law enforcement agency request. Also, Palacina, Nairobi may use your Personal Data to protect the rights, property or safety of Palacina, Nairobi, its customers or third parties.

Finally, if there is a change of control in one of our businesses (whether by merger, sale, or otherwise), or a sale or transfer of its assets, customer information, which may include your Personal Data, could be disclosed to a potential purchaser under an agreement to maintain confidentiality, or could be sold or transferred as part of that transaction. And finally we would only disclose your information in good faith and where required by any of the above circumstances.


Palacina, Nairobi does not and will not sell or deal in personal or customer information. We will never disclose your personal details to a third party except the necessary information required by providers of products or services you have purchased or to protect the rights, property or safety of Palacina, Nairobi, its customers or third parties or if required by law.

We may however use in a general sense without any reference to your name, your information to create marketing statistics, identify user demands and to assist it in meeting customer needs generally. In addition, we may use the information that you provide to improve our website and services but not for any other use.


Palacina, Nairobi strives to ensure the security, integrity and privacy of personal information submitted to our website, and periodically updates its security measures in light of current technologies.


This website may contain links to other websites. These links are meant for your convenience only. Links to third party websites do not constitute sponsorship or endorsement or approval of these websites. Please be aware that Palacina, Nairobi is not responsible for the privacy practices of such other websites. We encourage our users to be aware, when they leave our website, to read the privacy statements of each and every website that collects personally identifiable information. This privacy statement applies solely to information collected by this website.


If you are a resident of the EU or UK you have certain rights and protections under the GDPR regarding the processing of your Personal Data.

We collect, use and store your Personal Data to enable us to provide you with our goods or services and information about them. We rely on the following lawful means of processing your Personal Data:

  • Where it is necessary to fulfil a contract with you. This includes where we collect your Personal Data to enable us to send you our goods or provide you with our services.
  • Where you have given us valid consent to use your Personal Data. We will rely on that consent and only use the Personal Data for the specific purpose for which you have given consent. This includes where we email newsletters or send mobile phone notifications.
  • We may also process your Personal Data where it is to further our legitimate interests which could include usage statistics, analytics and internal analysis so we can improve our services to you.


If you are a resident of the EU or UK you have various rights including the:

  • Right to be informed;
  • Right of access;
  • Right to rectification;
  • Right to object;
  • Right to restriction of processing;
  • Right to erasure or to be forgotten;
  • Right to data portability; and
  • Right not to be subject to automated processing.

If you want to access your Personal Data or ask for the information to be corrected, please contact us. In some circumstances, you also have a right to object to or ask that we restrict certain processing activities or delete your Personal Data. If you would like to limit or request deletion of your Personal Data or exercise any other rights you can do so by contacting us.


You can withdraw your consent to our collection or processing of your Personal Data. You can do so by contacting us or by opting out of email newsletter communications by following the instructions in those emails or by clicking unsubscribe. If you withdraw your consent to the use of your Personal Data, you may not have access to our services and we might not be able to provide you with our services. In some circumstances, where we have a legal basis to do so, we may continue to process your information after you have withdrawn consent. For example, if it is necessary to comply with an independent legal obligation or if it is necessary to do so to protect our legitimate interest in keeping our services secure.


We comply with the GDPR protection directives set out by the EU and UK regarding the collection, use and retention of Personal Data from EU member countries and the UK. All Personal Data stored on our platform is treated as confidential. It is stored securely and is only accessed by authorized personnel. Our collection is limited in relation to what is necessary, for the purpose for which the Personal Data is processed, and kept only for so long as is necessary for the purpose for which the Personal Data was collected. We implement and maintain appropriate technical, security and organisational measures to protect Personal Data against unauthorized or unlawful processing or use, and against accidental loss, destruction, damage, theft or disclosure. We ensure the encryption and pseudonymisation of Personal Data and we have adequate cyber security measures in place.


By providing us with your Personal Data, you consent to us disclosing it to third parties who reside outside the EU or UK. We will ensure that those third parties are GDPR compliant.


As we plan to ensure our privacy policy remains current, this policy is subject to change. We may modify this policy at any time, in our sole discretion and all modifications will be effective immediately upon our posting of the modifications on this website. Please return periodically to review our privacy policy.

If you have any questions or concerns at any time about our privacy policy or the use of your personal information, please contact us call us and we will respond within 48 hours.
Contact Details: and +254-733-777-173

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