Below, you will find a list of the questions most frequently asked by our guests.
Questions & Answers
What is check in/check out time?
Check in time is 12 p.m and check out time is 10 a.m. Let us know your arrival time in case you schedule and early check in we will do our best to have your room available. If you plan a late check out kindly let us know your departure time, also we will do our best to satisfy your needs.
What is Clarence House Nairobi cancellation policy?
Deposit Policy: We will need a credit card number to reserve your room.
Cancellation Policy: Reservations may be cancelled up to 24hrs prior to arrival date to avoid the penalty fee of 1 nights’ room charge (including taxes). For non-arrivals or cancellations done after the 24hrs period the Hotel will charge the equivalent of 1 nights’ room charge (including taxes).
Non-Refundable Policy (Where applicable) A full non-refundable advance deposit is required for this booking at the time of booking. The required deposit amount is equivalent to the total room cost including any applicable tax and service charge of this booking. This non-refundable deposit will be forfeited if you cancel or fail to arrive.
Amendments to stay dates will be subject to a non-refundable re-booking fee equal to first night room charge plus applicable taxes. This charge can be used as a credit for non-rooms related charges at the hotel, such as restaurant or room service. The credit is not valid for room charges and cash paid outs. Amendments made to stay dates are subject to a rate adjustment at the time of making the change.
How do I make an online reservation?
You can make reservations for ………………… by clicking on the book now icon on the main menu. Our online booking service enables you to make, cancel or amend reservations to accommodate your travel needs. When making your reservation online, we will provide you an instant confirmation voucher. An email confirmation will be sent to the email address used in the booking process.
When making reservations online, we need a credit card at the time of the reservation request to process the reservation. There are 2 options of paying for your reservation online:
Pay securely by Visa/Master card credit/debit card: By choosing this option, a customer is accepting to have his/her credit or debit card charged online via a secure payment gateway for the total amount of stay, including services i.e., airport transfer. We will not store any credit/debit card details. This is processed online directly with VISA or Master card in real time.
Pay by Others (American Express credit card): By choosing this option, a customer is accepting to provide his/her credit card details (card number, expiry date & card security code) to guarantee the booking for charging upon check in or in case of a no show as per the cancellation policy. Information is contained in a customer’s profile that can be changed at any time using an e-mail address as a login name and a unique password that secures the information. The credit card in the profile will not be charged at any time without the customer being informed during the booking process.
How do I cancel/modify an online reservation?
One can modify or cancel their reservation done from………………. by following the steps below:
Click book now icon.
Click the link on the right-hand side of the page, ‘Modify/Cancel Reservation’.
Select the option you wish to perform i.e., cancel reservation, or modify reservation.
Type in the reservation number in question & the email address used to make the booking.
Alternative ways of modifying a reservation; a customer can call the reservation phone number provided on the website.
What is Clarence House Nairobi child policy?
Children staying and sharing with 1 or 2 paying adults:
Up to 6 years – No Charge (Maximum of 2 children per room)
7 to 12 years – No Charge (Maximum of 1 child per room sharing with either 1 or 2 adults), each additional child pays 15% of the applicable single room rate
13 to 17 years sharing with 1 or 2 adults – each child pays 25% of applicable single room rate
Children staying in own rooms:
Up to 17 years having exclusive use of room – Room charge is at 100% of applicable single/double room rate, depending on occupancy.
If you have any questions feel free to contact us!