Refund & Cancellation Policy

Maskan Suites Refund & Cancellation Policy

At Maskan Suites, we value our guests and aim to provide clear, fair terms for bookings made directly through our website. Please read this policy carefully when making a reservation.

1. Refund Options

• All reservations are fully refundable if cancelled within the allowed time frame.
• Reservations may also be refundable, less a cancellation fee (depending on the booking terms).
• Non-refundable reservations: some discounted bookings are final and cannot be refunded.
• Guests may choose between refundable (higher price) or non-refundable (discounted price) rates at the time of booking.

2. Cancellation Windows

• Free cancellation up to 24 hours before check-in.
• No refund for cancellations made within 24 hours of check-in.

3. No-Shows & Early Departures

• No-shows will be charged the equivalent of the first night’s stay.
• Early departures are non-refundable.

4. Special Circumstances

• A full refund will be provided if cancellation is due to force majeure (e.g., natural disasters, government restrictions).
• Flexible refunds may be considered for documented medical emergencies.

5. Refund Timing & Method

• Refunds will be issued to the original payment method within 7 business days.
• Alternatively, guests may choose to receive a hotel credit/voucher valid for [6–12 months] instead of a refund.

6. How to Cancel

Guests may cancel their reservations by:

• Logging into their booking account on our website.
• Contacting us directly by email at reservations@maskansuites.com.
• Calling our reservations desk at +254 705 111 222.

7. Legal & Compliance Notes

This policy complies with local consumer protection laws in Kenya.

8. Acknowledgement

Guests must accept this Refund & Cancellation Policy at the time of booking. A copy will also be included in the booking confirmation email.