Changing or cancelling

Open your booking with the link in your confirmation email, or find it from the manage booking page using your reference and the email you booked with. There is a cancel button on that page. If you have an account, your stays are listed there too. You can also simply reply to the confirmation email, or message us on WhatsApp.

Cancelling releases the dates immediately, so someone else can take them. That is the main reason to tell us early rather than late.

Nothing is charged when you book — no deposit, no card held, no booking fee. Payment is taken in person when you arrive. So in almost every case there is nothing to refund and nothing to pay.

Any time before you arrive

Free. Nothing is owed.

Not arriving, having told us

Free. Nothing is owed.

Not arriving, without telling us

We may ask for one night, and will always talk to you first

Leaving early

You pay only for the nights you have stayed

The one exception is a stay that simply never turns up and never gets in touch. Because we hold the apartment for you and turn other guests away, that costs us the whole booking. Even then we will contact you before asking for anything, and a genuine emergency is a conversation, not a charge.

Tell us as soon as you know and you pay only for the nights you have actually stayed. There is no penalty and no notice period. If you have already paid for nights you did not use, that money comes back to you.

Long stays change shape more often than short ones — a project ends, a discharge comes sooner than expected — and we would far rather know than find the apartment empty.

Often easier than cancelling, and free. Message us with the dates you want and we will move the booking if the apartment is available. There is no charge for changing dates, however close to arrival you ask, and no limit on how many times.

If the new dates cost more or less than the old ones — a longer stay, or a different rate — you pay the difference for the new dates and nothing else. If the apartment is not free, we will tell you straight away rather than leave you waiting.

If you are already here and want to stay longer, ask from your account or message us. Extra nights are confirmed if the apartment is free — and if it is not, we will say so early rather than at the door, and help you find something nearby.

• We will tell you as soon as we know, by email and on WhatsApp.
• Anything you have paid comes back in full, by whichever method you paid.
• We will help you find somewhere comparable nearby, and we will make the calls rather than hand you a list.
• Where the alternative costs more for the same dates, we will cover the difference.

This is rare. The apartment is not listed through any third party, so there is nobody who can sell your dates out from under us. The realistic causes are a burst pipe or a building problem, and in either case you will hear from a person rather than from a system.

Nothing on this page limits your rights under the Consumer Protection Act 2012 or any other law of Kenya. Where those rights give you more than this page does, they apply.