Terms & Conditions

Last Updated: June 2026

These Terms and Conditions govern the contractual relationship between Citywall Hotel ("Hotel," "we," "us") and our guests ("Guest," "you"). By making a booking with us, you agree to be bound by these Terms.

Bookings and Confirmation

All bookings are subject to availability and will be confirmed via email. A booking is only confirmed once you receive a confirmation email from us. Please ensure all details provided are accurate and complete.

Payment Policy

Accepted Payment Methods: Cash (Kenya Shillings), M-Pesa, Credit and Debit Cards (Visa, Mastercard), and Bank Transfer (upon request).

Payment Terms: Full payment is required upon check-in, unless otherwise agreed. For online bookings, a deposit or full payment may be required at the time of booking.

Cancellation Policy

Cancellations must be made in writing via email to info@citywall.co.ke.

Standard Cancellation: Cancellations made at least 48 hours before check-in will receive a full refund.

Late Cancellation: Cancellations within 48 hours of check-in will be charged the full cost of the first night.

No-Show: Failure to arrive without prior cancellation will be charged the full cost of the first night.

Early Departure: Checking out before the scheduled departure date will be charged the full amount of the original booking.

Refund Policy

Refunds will be processed within 7 to 14 business days from the date of cancellation, using the same payment method used for the original transaction.

Some promotional rates may be non-refundable. This will be clearly indicated at the time of booking.

Refund disputes must be raised in writing within 30 days of the check-out date.

Check-in and Check-out

Check-in Time: From 12:00 PM (early check-in subject to availability).

Check-out Time: By 10:00 AM (late check-out subject to availability).

Identification: All guests aged 18 and above must present a valid photo ID (Passport, National ID, or Driver's License) at check-in, as required by Kenyan law.

Guest Responsibilities

Behaviour: Guests must behave respectfully towards other guests, staff, and property. Quiet hours are observed between 10:00 PM and 7:00 AM.

Damage: Guests are responsible for any damage caused to hotel property. The cost of repair or replacement will be charged.

Smoking: Citywall Hotel is a non-smoking property. A cleaning fee of KES 5,000 will be charged to any guest found smoking in a room.

Pets: Pets are not permitted, except for service animals with prior notification.

Liability

Citywall Hotel is not liable for any loss, damage, or theft of personal belongings. We recommend using the safety deposit box at reception for valuable items.

We are not liable for any inconvenience caused by events beyond our reasonable control, including strikes, natural disasters, or government actions.

Governing Law

These Terms shall be governed by the laws of the Republic of Kenya. Any disputes shall be subject to the exclusive jurisdiction of the Kenyan courts.

Contact Us

For any questions about these Terms, please contact us:

Citywall Hotel
10 Duruma Road, Nairobi CBD, Kenya
+254-720-753-744
info@citywall.co.ke