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HOTEL POLICIES
Check-in and Check-out Policy
Check-in Time: 2:00 PM
Check-out Time: 12:00 PM (Noon)
Early Check-in: Subject to availability, may incur additional charges. Please contact the hotel in advance to arrange early check-in.
Late Check-out: Available upon request and subject to availability. Late check-out charges may apply:
- Until 3:00 PM: 50% of room rate
- Until 6:00 PM: 100% of room rate
- After 6:00 PM: Full additional night charge
Required at Check-in:
- Valid government-issued photo identification (passport, national ID, or driver's license)
- Credit card or cash deposit for incidentals
- Confirmation of reservation
Reservation and Cancellation Policy
Reservation Confirmation: All reservations must be confirmed with a valid credit card or advance payment.
Cancellation Policy:
- Free Cancellation: Up to 48 hours before arrival date
- Late Cancellation: 24-48 hours before arrival - 50% of first night's rate charged
- No-Show: Full first night's rate charged
- Peak Season/Special Events: Different cancellation terms may apply and will be communicated at time of booking
Group Bookings: Special terms apply for groups of 5 or more rooms. Contact hotel directly for group rates and policies.
Payment Terms: Full payment is due at check-in unless alternative arrangements have been made in advance.
Room and Accommodation Policies
Occupancy Limits: Maximum occupancy per room type will be strictly enforced for safety and comfort reasons.
Additional Guests: Extra person charges apply for guests beyond the standard room occupancy.
Room Assignments: While we strive to honor room preferences, specific room assignments cannot be guaranteed and are subject to availability.
Room Condition: Guests are responsible for any damage to rooms or hotel property beyond normal wear and tear.
Dining and Restaurant Policy
Restaurant Hours:
- Breakfast: 6:30 AM - 10:00 AM
- Lunch: 12:00 PM - 3:00 PM
- Dinner: 6:00 PM - 10:00 PM
Dress Code: Smart casual attire required in restaurant during dinner service. Swimwear must be covered when dining.
Special Dietary Requirements: Please inform us at least 24 hours in advance of any allergies or special dietary needs.
Outside Food: Outside food and beverages are not permitted in hotel common areas or restaurant.
Pool and Recreation Policies
Pool Hours: 6:00 AM - 10:00 PM daily
Pool Safety:
- Children under 12 must be supervised by an adult at all times
- No running, diving, or glass containers in pool area
- Pool use is at your own risk
Pool Towels: Provided by the hotel, must be returned to designated areas
Noise Levels: Guests are asked to maintain reasonable noise levels, especially during evening hours (after 9:00 PM)
Internet and Technology Policy
Wi-Fi: Complimentary wireless internet is provided throughout the hotel.
Technical Support: Limited technical support available. Hotel is not responsible for connectivity issues or data loss.
Bandwidth: Fair usage policy applies. Excessive bandwidth usage may result in reduced speeds.
TERMS AND CONDITIONS
General Terms
Acceptance: By making a reservation or checking into Hotel Comster Mtwapa, guests agree to comply with all hotel policies, terms, and conditions.
Age Requirements: Guests must be 18 years or older to make reservations. Minors must be accompanied by adults.
Identification: Valid government-issued photo identification is required for all guests at check-in.
Payment Terms and Conditions
Accepted Payment Methods:
- Cash (Kenyan Shillings)
- Major credit cards (Visa, MasterCard)
- Mobile money (M-Pesa, Airtel Money)
Currency: All rates are quoted in Kenyan Shillings (KSH) unless otherwise specified.
Deposit Requirements: A deposit equal to one night's room rate plus 20% for incidentals is required at check-in.
Incidental Charges: Guests are responsible for all charges incurred during their stay, including but not limited to:
- Room service
- Restaurant and bar charges
- Telephone calls
- Laundry services
- Transportation arrangements
- Damage to hotel property
Guest Responsibilities and Conduct
Behavior Standards: Guests are expected to conduct themselves in a manner that does not disturb other guests or damage hotel property.
Prohibited Activities:
- Smoking in non-designated areas (hotel is largely non-smoking)
- Excessive noise or disruptive behavior
- Use of illegal substances
- Bringing prohibited items onto hotel premises
- Commercial activities without prior written consent
Property Responsibility: Guests are liable for any loss or damage to hotel property caused by themselves, their guests, or visitors.
Security: While the hotel provides security measures, guests are responsible for their personal belongings. The hotel recommends using the in-room safe for valuables.
Privacy and Data Protection
Personal Information: Hotel Comster Mtwapa collects and uses guest information in accordance with Kenyan data protection laws.
Information Collection: We collect information necessary for:
- Hotel registration and stay management
- Communication regarding your stay
- Billing and payment processing
- Emergency contact purposes
Information Sharing: Guest information will not be shared with third parties except as required by law or for essential hotel services.
CCTV: The hotel operates CCTV systems in public areas for security purposes. Guests will be notified of camera locations.
Liability and Insurance
Hotel Liability: Hotel Comster Mtwapa's liability is limited to the cost of accommodation. The hotel is not liable for:
- Personal injury or death except where caused by hotel negligence
- Loss, theft, or damage to personal property
- Delays or cancellations of transportation
- Acts of nature, civil unrest, or government actions
Guest Insurance: Guests are strongly advised to obtain appropriate travel insurance covering medical expenses, trip cancellation, and personal belongings.
Force Majeure: The hotel is not liable for failure to perform obligations due to circumstances beyond our control, including but not limited to natural disasters, government actions, civil unrest, or pandemic-related restrictions.
Health and Safety
Health Requirements: Guests must comply with all local health requirements and regulations.
Medical Emergencies: In case of medical emergency, the hotel will assist in contacting appropriate medical services. Guests are responsible for all medical costs.
Safety Compliance: Guests must follow all hotel safety procedures and emergency protocols.
Swimming Pool: Use of pool facilities is at guest's own risk. The hotel is not liable for accidents or injuries in pool areas.
Dispute Resolution
Complaints: Any complaints should be reported immediately to hotel management for prompt resolution.
Governing Law: These terms and conditions are governed by Kenyan law.
Jurisdiction: Any disputes will be subject to the jurisdiction of Kenyan courts.
Mediation: Where possible, disputes will be resolved through good faith negotiation before legal proceedings.
Modifications and Updates
Policy Changes: Hotel Comster Mtwapa reserves the right to modify these policies and terms with reasonable notice.
Communication: Changes will be communicated through hotel website updates and posted notices.
Effective Date: Current policies take effect immediately upon posting.
PRIVACY POLICY
Information We Collect
Registration Information: Name, address, phone number, email, identification details, payment information.
Stay Information: Room preferences, special requests, service usage, feedback.
Communication Records: Correspondence, phone calls, and service requests.
How We Use Information
- Processing reservations and managing your stay
- Providing requested services and amenities
- Communication regarding your visit
- Billing and payment processing
- Improving our services based on feedback
- Marketing communications (with consent)
Information Security
We implement appropriate security measures to protect guest information against unauthorized access, alteration, disclosure, or destruction.
Guest Rights
Guests have the right to:
- Access their personal information held by the hotel
- Request correction of inaccurate information
- Request deletion of personal information (subject to legal requirements)
- Opt-out of marketing communications
Contact Information
For questions about these policies, terms, or privacy practices, please contact:
Hotel Comster Mtwapa
Location: Mtwapa, Mombasa County, Kenya
Email: info@hotelcomstermtwapa.co.ke
Phone: 0759790090 / 0754790090