Refund policy

Cancellation & Refund Policy

Karen Plains Hotel sells hotel stays, packages, transfers, tours and guest services, not physical goods. Nothing is shipped, so there are no product returns. This policy explains how cancellations and refunds work.

Room bookings

Cancellation and prepayment terms depend on the rate you choose. The conditions for your rate are shown before you confirm your booking and in your booking confirmation. If you cancel within the free-cancellation period of your rate, you will receive a full refund of any prepayment. Cancellations made after that period, and no-shows, are charged as set out in your rate conditions.

Packages, airport transfers, tours and services

To change or cancel a transfer, tour, package or in-hotel service, please contact us as early as possible, ideally before the service is scheduled. Where we have not yet incurred costs for your booking, we will refund you. Where costs have already been committed on your behalf (for example driver, vehicle or third-party bookings), we may deduct them from your refund and will explain any deduction.

Flight delays

We track flights for airport pickups. If your flight is delayed or rescheduled, let us know and we will move your pickup at no extra cost where possible.

Gift cards

Gift cards are non-refundable and cannot be exchanged for cash.

If something isn't right

If a room or service was not as described, please tell us during your stay so we can put it right straight away. If we cannot resolve it, contact us and we will review the issue and offer a fair remedy, which may include a partial or full refund.

How refunds are paid

Approved refunds are returned to the original payment method (card or M-PESA). We will confirm the amount by email. Processing times depend on your bank or payment provider.

How to cancel or request a refund

Email info@karenplainshotel.com or call/WhatsApp +254 796 989 928 with your name, booking or order number, and dates. Our team responds within 24 hours.

Karen Plains Hotel, Karen Plains Arcade, Karen Road, Nairobi, Kenya.