Terms & conditions

These terms are the agreement between you and Maskan Suites (“we”, “us”) when you book one of our furnished apartments (Airbnbs) in Kilimani, Nairobi — on this website, by WhatsApp, by phone or in person. Our house rules, cancellation policy and privacy policy are part of these terms.

Our head office is at Woodlands Road, Kilimani, Nairobi, Kenya (no accommodation there); you can reach us — email [email protected], or call or WhatsApp +254 705 111 222.

A stay with us is a short-term licence to use a furnished apartment for the nights you booked. It is not a tenancy or lease, and it gives you no right to stay longer than the dates you paid for.

• You must be at least 18 to book. The person who books is responsible for everyone staying under the booking — if you book for someone else, make sure they know and follow these terms.
• Please check your dates, guests and details before you pay. The details you give must be true and complete.
• Your booking is confirmed only when your payment is received and we send you a confirmation with a booking reference.
• You can book any length of stay online, arriving up to a year ahead. Some apartments have a minimum number of nights, shown on their page.
• Photos and descriptions show the apartment as it is. Furniture and decor may change slightly over time; if anything important changes, we will tell you before you arrive.
• If your payment arrives after your hold has run out and someone else has booked those dates in the meantime, we refund you in full or, if you prefer, move you to another of our apartments.

• Prices are in Kenya shillings (KES), for the whole apartment, per night. The total for your stay is shown before you pay, and no cleaning or booking fee is added to it.
• You pay the full amount when you book, by M-PESA or card. Card payments are processed by our payment provider; we never see your card number.
• Some apartments give 5% off when you book at least 7 days before you arrive; it is taken off automatically.
• Prices can change at any time, but never for a booking that is already confirmed.
• If a payment is reversed or charged back after your stay is confirmed, the booking may be cancelled and you remain responsible for the amount owed.

• Flexible rate: free cancellation until 2:00 pm the day before you arrive, with a full refund. After that, no refund.
• Bookings made after the free-cancellation time has passed cannot be refunded.
• No refund is due for nights you don’t use, if you don’t arrive or if you leave early.
• Refunds are processed within 5 working days, depending on how you paid, and go back to the payment method you used.
• To change your dates, contact us. We will move your booking if the apartment is free on the new dates, and adjust the price to those dates.

Full details are in our cancellation policy.

• Check-in is from 2:00 pm and check-out is by 10:00 am. Early check-in is possible, subject to availability. Late check-out is always subject to availability and must be agreed with us: free until 11:00 am, then an hourly charge of KES 1,000 (studio), KES 1,500 (1-bedroom), KES 2,000 (2-bedroom); after 4:00 pm, the full nightly rate. If you stay past check-out without agreeing it, we may charge you in the same way.
• We send your check-in details before you arrive. Please keep access cards, keys and codes safe and don’t share them with anyone outside your booking.
• Every adult checking in must show a valid national ID or passport — the original or a photo of it. We photograph it and record its details to confirm who is staying (see our privacy policy).
• Only the guests in your booking may stay overnight. The number of guests must not be more than the apartment sleeps (babies under 2 don’t count).
• Your visitors must register at the building’s reception with their national ID or passport.
• Please follow our house rules, including quiet time from 8:00 pm to 8:00 am, and any rules of the building.
• Our team may enter the apartment during your stay for urgent repairs, safety or security, or at a time agreed with you. We will tell you first whenever we can.
• Tell us about any problem as soon as you notice it, so we can fix it during your stay.

• Please leave the apartment as you found it. You are responsible for any damage or loss caused during your stay by you or your guests, beyond normal wear and tear, and we will charge you the reasonable cost of repair, replacement or extra cleaning.
• Each lost access card costs KES 1,000.
• We will show you what happened and what it costs before we ask you to pay.

If a rule is broken at check-in or during the stay — for example an adult checking in without a valid ID or passport, holding a party, smoking indoors, bringing pets, bringing in illegal guns or substances, having more guests than booked, or putting people or property at risk — we may refuse entry or end the stay, without a refund for the remaining nights. If we refuse entry at check-in, that means every night of the booking. We may also refuse future bookings.

• We will provide a clean, safe apartment that matches its description, with fresh white linen and towels.
• If we can’t provide your apartment for reasons on our side, we will offer you another of our apartments of the same or better standard or, if you prefer, refund you in full.
• If something in the apartment stops working, we will fix it as soon as we reasonably can.

• Please look after your own belongings and lock the apartment when you go out. We are not responsible for loss of, or damage to, your belongings unless it was caused by our negligence.
• Use the shared facilities of a building, such as a pool or gym, at your own risk and under the building’s rules. Children must be supervised at all times.
• We are not responsible for delays or failures caused by events outside our control, such as power or water cuts by the supplier, severe weather, civil unrest or government orders. If such an event stops your stay, we will work with you on a fair solution.
• Nothing in these terms limits your rights under Kenyan law, including the Consumer Protection Act, 2012, or our liability where the law does not allow it to be limited.

After your stay we may invite you to leave a review. We publish reviews only with your agreement, and we may decline to publish reviews that are abusive, not genuine or unrelated to your stay.

If something isn’t right, tell us straight away — email [email protected], or call or WhatsApp +254 705 111 222 — so we can put it right during your stay. If you are still unhappy, write to us and we will reply as soon as we can.

• These terms are governed by the laws of Kenya, and the courts of Kenya have jurisdiction over any dispute.
• We may update these terms from time to time. The terms that apply to your booking are the ones on this page on the day you booked.
• If any part of these terms is found to be invalid, the rest still applies.