ROYALE HOMES FURNISHED HOMES KENYA LIMITED
TERMS & CONDITIONS OF BOOKING AND STAY
Effective Date: 16th January, 2026
- INTRODUCTION
Welcome to Royale Homes Furnished Homes Kenya Ltd. (“Royale Homes”, “we”, “our”, or “us”).
These Terms & Conditions govern all reservations, bookings, payments, occupancy, and use of apartments, serviced apartments, furnished apartments, holiday homes, and accommodation units offered by Royale Homes.
By making a reservation, submitting payment, checking into a property, accepting apartment keys, occupying any apartment managed by Royale Homes, or selecting the “I Agree” checkbox during the booking process, you acknowledge that you have read, understood, and agreed to be legally bound by these Terms & Conditions, our Refund, Cancellation & Booking Policy, and any property-specific rules communicated to you.
If you do not agree to these Terms, you should not proceed with a booking.
- ELIGIBILITY TO BOOK
The person making the reservation must be at least eighteen (18) years of age and legally capable of entering into a binding agreement.
The Guest making the reservation shall be responsible for all occupants, visitors, invitees, and any person accessing the apartment through the Guest.
Royale Homes reserves the right to request identification documents at any stage before, during, or after the booking process for verification and security purposes.
Providing false, incomplete, misleading, or fraudulent information may result in immediate cancellation of the reservation without refund.
- RESERVATION AND BOOKING CONFIRMATION
A booking is not confirmed until:
- The required payment has been received;
- Guest verification requirements have been satisfied where applicable;
- A booking confirmation has been issued by Royale Homes.
Royale Homes reserves the right to reject, cancel, or decline any booking request at its sole discretion prior to confirmation.
All confirmed reservations block the apartment from being booked by other guests and are therefore subject to the cancellation provisions outlined in our Refund, Cancellation & Booking Policy.
- PAYMENT TERMS
Unless otherwise agreed in writing:
- Fifty Percent (50%) of the total booking amount is required at the time of reservation.
- The remaining Fifty Percent (50%) balance must be paid on or before check-in.
- Access to the apartment shall not be granted until all amounts due have been paid in full.
Payments may be made through approved channels including M-PESA, Airtel Money, bank transfer, debit card, credit card, online payment gateways, travel agents, booking platforms, and any other payment method approved by Royale Homes.
The Guest shall be responsible for any bank charges, transfer fees, card processing charges, currency conversion costs, or other transaction-related expenses associated with the payment.
Royale Homes reserves the right to refuse check-in, suspend services, or terminate a booking where payment obligations remain outstanding.
- SECURITY DEPOSIT
Certain apartments may require a refundable security deposit prior to check-in.
The security deposit serves as protection against:
- Damage to furniture, fixtures, fittings, appliances, décor, or equipment;
- Missing items;
- Excessive cleaning requirements;
- Unpaid utility charges;
- Lost keys, access cards, remotes, or parking tags;
- Violations of these Terms and Conditions.
Where the cost of damages exceeds the security deposit, the Guest shall remain liable for the full amount of such losses and agrees to reimburse Royale Homes upon demand.
- CHECK-IN AND CHECK-OUT
Standard check-in time is 2:00 PM on the arrival date.
Standard check-out time is 10:00 AM on the departure date.
Early check-in and late check-out are subject to availability and may attract additional charges.
Guests who remain in occupation beyond the approved check-out time without authorization may be charged additional accommodation fees, including the cost of an additional night’s stay where applicable.
Royale Homes reserves the right to remove and safely store belongings left behind after check-out. Any storage, handling, transportation, or delivery costs shall be borne by the Guest.
- OCCUPANCY AND REGISTERED GUESTS
Only persons declared during the booking process and approved by Royale Homes may occupy the apartment.
The maximum occupancy limit applicable to each apartment must be strictly observed.
The Guest shall not permit any person who has not been registered with Royale Homes to reside, sleep overnight, or otherwise occupy the apartment without prior written approval.
Royale Homes reserves the right to request identification from all occupants and to deny access to unauthorized persons.
Unauthorized occupancy may result in:
- Additional accommodation charges;
- Immediate termination of the reservation;
- Removal from the property without refund.
- VISITORS
Visitors may be permitted subject to security procedures, estate regulations, and apartment-specific rules.
Royale Homes reserves the right to:
- Request identification from visitors;
- Restrict visitor access;
- Refuse entry to visitors where necessary for security, safety, or operational reasons.
The Guest shall remain fully responsible for the conduct, actions, and behavior of all visitors.
Any damage, disturbance, breach, or liability caused by a visitor shall be deemed to have been caused by the Guest.
- USE OF THE APARTMENT
The apartment is provided solely for temporary residential accommodation.
The Guest shall not use the apartment for:
- Parties or social gatherings;
- Events or celebrations;
- Commercial meetings;
- Business operations;
- Photography or film productions;
- Music video recordings;
- Workshops or seminars;
- Religious gatherings;
- Political activities;
- Illegal or unlawful activities.
Any activity likely to cause damage, nuisance, disturbance, safety concerns, reputational harm, or complaints from neighbors is strictly prohibited.
Any breach of this provision may result in immediate termination of occupancy without refund.
- NOISE AND COMMUNITY RESPECT
Guests are expected to respect neighboring residents and maintain reasonable noise levels at all times.
Quiet hours apply between 10:00 PM and 8:00 AM.
During quiet hours, Guests shall avoid:
- Loud music;
- Excessive noise;
- Shouting;
- Disturbances in common areas;
- Conduct likely to interfere with the comfort and peaceful enjoyment of other residents.
Repeated complaints may result in immediate eviction without refund.
- SMOKING POLICY
Smoking is strictly prohibited inside all apartments unless expressly designated otherwise.
This restriction includes:
- Cigarettes;
- Cigars;
- Electronic cigarettes;
- Vaping devices;
- Shisha and related products.
Where smoking occurs within a prohibited area, Royale Homes reserves the right to charge the Guest for professional cleaning, deodorization, restoration, and any resulting damages.
- PET POLICY
Pets are not permitted unless expressly approved in writing before arrival.
Guests bringing unauthorized pets may be subject to additional cleaning charges, damage charges, or immediate termination of the booking without refund.
The Guest remains fully responsible for any damage, injury, nuisance, or costs arising from an approved pet.
- CLEANLINESS AND HOUSEKEEPING
Guests shall maintain the apartment in a clean, sanitary, and reasonable condition throughout their stay.
At check-out, the apartment should be returned in substantially the same state of cleanliness in which it was received.
Royale Homes reserves the right to charge additional cleaning fees where excessive cleaning, waste removal, stain treatment, odor removal, pest control, or restoration services become necessary.
- FURNITURE, INVENTORY, AND APPLIANCES
All furniture, appliances, fixtures, fittings, linen, décor items, electronics, kitchenware, and other inventory remain the property of Royale Homes or the property owner.
Guests shall exercise reasonable care in the use of all apartment contents.
Guests shall not remove, relocate, alter, dismantle, misuse, or dispose of any apartment inventory without authorization.
Any missing, damaged, destroyed, altered, or stolen items may be charged to the Guest at replacement value together with any related administrative, transportation, installation, repair, and procurement costs.
- KEYS, ACCESS CARDS, AND SECURITY DEVICES
Guests are responsible for safeguarding all keys, access cards, remotes, parking devices, and security credentials issued during the stay.
Lost keys, lost access cards, lockouts, lock replacements, reprogramming costs, security call-outs, and replacement devices shall be charged to the Guest.
Guests shall not duplicate, copy, or permit unauthorized use of any access device.
- UTILITIES, INTERNET, AND THIRD-PARTY SERVICES
Royale Homes may provide utilities and services including:
- Electricity;
- Water;
- Internet;
- Television services;
- Security services;
- Building amenities.
While every effort is made to ensure uninterrupted services, Royale Homes does not guarantee continuous availability of any utility, internet connection, television service, or third-party facility.
Temporary interruptions caused by maintenance, service providers, technical failures, weather conditions, government actions, or circumstances beyond our control shall not constitute grounds for refunds or compensation.
- DAMAGES, BREAKAGES, AND LOSSES
The Guest shall be fully responsible for any loss, damage, destruction, theft, misuse, alteration, or deterioration of the apartment or its contents occurring during the stay.
This responsibility extends to damage caused by:
- Occupants;
- Visitors;
- Contractors;
- Invitees;
- Any person granted access by the Guest.
Royale Homes may recover all associated costs including repair costs, replacement costs, labour, transportation, professional services, administrative expenses, and legal costs where applicable.
Inspection reports, photographs, invoices, quotations, inventory records, CCTV footage, and witness statements may be used as evidence in assessing losses.
- GUEST PROPERTY AND VALUABLES
Guests occupy the apartment entirely at their own risk.
Royale Homes shall not be liable for loss, theft, damage, deterioration, or disappearance of money, valuables, luggage, vehicles, personal belongings, business property, travel documents, or other possessions.
Guests are encouraged to maintain adequate travel and personal property insurance.
- SECURITY AND CCTV
For security and safety purposes, CCTV monitoring may operate in common areas, entrances, parking areas, corridors, and other public spaces.
By entering the property, Guests consent to such monitoring where permitted by law.
CCTV footage may be used for:
- Security investigations;
- Incident investigations;
- Insurance claims;
- Legal proceedings;
- Law enforcement requests.
- LOST AND FOUND PROPERTY
Any personal items left behind after departure may be retained for up to thirty (30) days.
After this period, Royale Homes may dispose of, donate, recycle, or otherwise deal with unclaimed items without liability.
Where Guests request return of property, all packaging, handling, courier, transportation, insurance, customs, and delivery costs shall be borne by the Guest.
- FRAUD PREVENTION AND VERIFICATION
Royale Homes reserves the right to verify:
- Guest identities;
- Payment methods;
- Occupancy details;
- Travel intentions;
- Supporting documentation.
Reservations suspected of fraud, criminal activity, money laundering, chargeback abuse, identity theft, or bookings made solely for visa, immigration, embassy, or documentation purposes may be cancelled without refund.
Royale Homes reserves the right to report suspected fraudulent activity to banks, payment processors, booking platforms, law enforcement agencies, and regulatory authorities.
22. PRIVACY, DATA PROTECTION AND COMMUNICATIONS
22.1 Collection of Personal Information
In order to process reservations, provide accommodation services, comply with legal obligations, maintain security, and improve guest experience, Royale Homes may collect, receive, store, and process personal information provided directly by Guests or obtained through authorized booking channels.
Such information may include, but is not limited to:
- Full names;
- Telephone numbers;
- Email addresses;
- Postal addresses;
- National Identification Card details;
- Passport details;
- Nationality information;
- Vehicle registration details;
- Payment and transaction information;
- Emergency contact information;
- Booking and stay history;
- CCTV recordings in common areas;
- Communications exchanged through email, telephone, SMS, WhatsApp, social media platforms, booking platforms, or other communication channels.
Guests are responsible for ensuring that all information provided is accurate, complete, and up to date.
22.2 Purpose of Data Collection
Personal information may be collected and used for legitimate business purposes including:
- Processing and managing reservations;
- Guest identification and verification;
- Check-in and check-out procedures;
- Security and access control;
- Compliance with legal and regulatory requirements;
- Fraud prevention and risk management;
- Processing payments and refunds;
- Responding to guest inquiries and requests;
- Property management and customer support;
- Maintaining booking records;
- Resolving disputes and complaints;
- Internal reporting, auditing, and compliance activities;
- Improving services and guest experience.
Royale Homes shall only collect information reasonably necessary for these purposes.
22.3 Communication Consent
By making a reservation, submitting an inquiry, providing contact details, checking into a property, or accepting these Terms and Conditions, the Guest expressly consents to receiving communications from Royale Homes through:
- Telephone calls;
- SMS messages;
- WhatsApp messages;
- Email communications;
- Mobile applications;
- Online booking platforms;
- Other electronic communication channels.
Such communications may include:
- Booking confirmations;
- Check-in instructions;
- Property access information;
- Utility updates;
- Maintenance notices;
- Security alerts;
- Payment reminders;
- Invoices and receipts;
- Refund notifications;
- Guest support communications;
- Service-related updates;
- Promotional offers;
- Marketing campaigns;
- Special discounts;
- New property launches;
- Loyalty or customer appreciation programs.
Guests may opt out of marketing communications at any time by notifying Royale Homes in writing, provided that operational and booking-related communications may continue where necessary for service delivery.
22.4 Data Security and Protection
Royale Homes takes reasonable administrative, technical, and organizational measures to safeguard personal information against:
- Unauthorized access;
- Unauthorized disclosure;
- Misuse;
- Loss;
- Alteration;
- Destruction;
- Theft.
While reasonable efforts are made to protect personal information, no system of electronic transmission or storage can be guaranteed to be completely secure. Guests acknowledge and accept the inherent risks associated with electronic communications and internet-based transactions.
22.5 Non-Disclosure of Personal Information
Royale Homes respects the privacy of its Guests and does not sell, rent, trade, or disclose personal information to unrelated third parties for commercial gain.
Personal information shall not be shared with third parties except where:
- The Guest has provided consent;
- Disclosure is required by law;
- Disclosure is required by a court order or lawful authority;
- Disclosure is necessary to prevent fraud or criminal activity;
- Disclosure is necessary to process payments or refunds through financial institutions and payment providers;
- Disclosure is necessary to defend legal claims or enforce contractual rights;
- Disclosure is reasonably necessary for the operation of accommodation services.
Any authorized service providers engaged by Royale Homes shall be required to maintain appropriate confidentiality and data protection standards.
22.6 Retention of Information
Royale Homes may retain booking records, payment records, guest communications, identification documents, invoices, receipts, and related information for as long as reasonably necessary for:
- Business operations;
- Legal compliance;
- Tax obligations;
- Audit requirements;
- Dispute resolution;
- Security investigations;
- Regulatory reporting.
Upon expiration of applicable retention periods, information may be securely deleted, anonymized, archived, or destroyed.
22.7 Guest Rights
Subject to applicable law, Guests may request:
- Access to their personal information;
- Correction of inaccurate information;
- Updating of personal information;
- Deletion of information where legally permissible;
- Restriction of certain processing activities.
Such requests may be submitted to Royale Homes through the contact details provided on its website.
22.8 Acceptance of Data Processing
By making a reservation, communicating with Royale Homes, providing personal information, occupying any apartment, or clicking the “I Agree” button during the booking process, the Guest acknowledges and agrees to the collection, storage, use, processing, retention, and protection of personal information in accordance with these Terms and Conditions and applicable data protection laws.
23. CHARGEBACKS AND PAYMENT DISPUTES
Guests agree not to initiate chargebacks or payment disputes in circumstances where accommodation services have been provided.
The following may be used as evidence of service delivery:
- Booking confirmations;
- Payment receipts;
- Check-in records;
- Access logs;
- CCTV footage;
- Guest communications;
- Signed registration forms;
- Key issuance records;
- Electronic acceptance records.
Royale Homes reserves the right to pursue recovery of any disputed amounts together with collection, legal, administrative, and enforcement costs.
- FORCE MAJEURE
Royale Homes shall not be liable for delays, interruptions, cancellations, service failures, or inability to provide accommodation due to circumstances beyond its reasonable control.
Such events may include:
- Natural disasters;
- Floods;
- Fire;
- Pandemics;
- Government actions;
- Civil unrest;
- Utility failures;
- Security incidents;
- Acts of God.
In such circumstances, Royale Homes may offer alternative accommodation, future booking credits, refunds, or other remedies at its sole discretion.
- LIMITATION OF LIABILITY
To the fullest extent permitted by law, Royale Homes shall not be liable for indirect, consequential, incidental, punitive, or special damages arising from any booking, stay, service interruption, or use of the apartment.
Where liability cannot legally be excluded, the maximum liability of Royale Homes shall not exceed the total accommodation fees paid by the Guest for the affected booking.
- GOVERNING LAW AND DISPUTES
These Terms and Conditions shall be governed by and interpreted in accordance with the laws of the Republic of Kenya.
Any dispute arising out of or relating to these Terms shall first be addressed through good-faith negotiations between the parties.
Where a dispute cannot be resolved amicably, it shall be submitted to the courts of Kenya, which shall have exclusive jurisdiction.
- ENTIRE AGREEMENT
These Terms & Conditions, together with the Royale Homes Refund, Cancellation & Booking Policy, Privacy Policy, apartment-specific rules, booking confirmations, invoices, and any written communications issued by Royale Homes, constitute the entire agreement between the parties.
No verbal representation, statement, promise, or assurance shall override these Terms unless confirmed in writing by Royale Homes.
- ACCEPTANCE OF TERMS
By making a reservation, submitting payment, occupying an apartment, accepting keys, signing any registration form, communicating acceptance electronically, or selecting the “I Agree to the Terms & Conditions” checkbox, the Guest confirms that they have read, understood, and accepted these Terms & Conditions and agree to be legally bound by them.
