CANCELLATION POLICIES FOR HOSTS

Last Updated: September 24, 2025

Sometimes things come up and guests have to cancel their bookings. To keep things running smoothly and protect both hosts and guests, Visit Kenya offers different cancellation policies for your listings. This guide will help you understand and choose the right cancellation policy for your accommodation, event, restaurant, or place of interest.

TABLE OF CONTENTS

1. Overview

2. 24-Hour Grace Period

3. Standard Cancellation Policies (Short-Term Stays)

4. Long-Term Cancellation Policies (28+ Nights)

5. Event and Experience Cancellation Policies

6. Restaurant Reservation Policies

7. Non-Refundable Options

8. Policy Overrides and Exceptions

9. Setting Your Cancellation Policy

10. Refund Processing

11. Host Cancellation Consequences

12. Legal Compliance

13. Contact Information

1. OVERVIEW

1.1 Important Notes

• “Full refund” refers to the price that you set for your listing including applicable taxes

• Cancellation and booking confirmation times are always based on the local time zone for the listing (East Africa Time – EAT)

• Visit Kenya service fees may have separate refund policies

• All cancellation policies must comply with Kenyan consumer protection laws

1.2 Policy Application

• Standard policies apply to accommodations and experiences of 27 or fewer consecutive nights/days

• Long-term policies apply to monthly stays of 28 or more consecutive nights

• Event policies apply to specific events with fixed dates and times

• Restaurant policies apply to dining reservations

1.3 Choosing Your Policy

When selecting a cancellation policy, consider:

• Your comfort level with booking uncertainty

• Local market conditions and guest expectations

• Seasonality and demand patterns

• Your property type and location

• Legal requirements under Kenyan law

2. 24-HOUR GRACE PERIOD

2.1 Universal Grace Period

All standard cancellation policies for shorter stays (less than 28 nights) include a 24-hour cancellation period that allows guests to cancel for a full refund including taxes, provided:

• The cancellation occurs within 24 hours after the reservation is confirmed

• The reservation was confirmed at least 7 days before check-in

• Timing is based on the listing’s local time (East Africa Time)

2.2 Exceptions to Grace Period

The 24-hour grace period does not apply to:

• Reservations confirmed less than 7 days before check-in

• Long-term stays (28+ nights)

• Certain events and experiences with specific timing requirements

• Non-refundable bookings

3. STANDARD CANCELLATION POLICIES (SHORT-TERM STAYS)

Your standard cancellation policy applies to all reservations of 27 or fewer consecutive nights. You can choose from the following policies:

3.1 Flexible Policy

Best for: New hosts, properties in areas with high cancellation rates, off-season bookings

Cancellation Terms:

• 24-hour grace period: Full refund if cancelled within 24 hours of booking confirmation (when booking is made 7+ days before check-in)

• Up to 1 day before check-in: Full refund

• Same day as check-in: No refund

• No-show: No refund

Host Payout: You receive payment 1 day after guest check-in

3.2 Moderate Policy

Best for: Hosts seeking balance between flexibility and protection

Cancellation Terms:

• 24-hour grace period: Full refund if cancelled within 24 hours of booking confirmation (when booking is made 7+ days before check-in)

• 5 or more days before check-in: Full refund

• 1-4 days before check-in: 50% refund

• Same day as check-in or after check-in: No refund

• No-show: No refund

Host Payout: You receive payment 1 day after guest check-in

3.3 Limited Policy (New Policy)

Best for: Hosts who want advance notice while still offering flexibility

Cancellation Terms:

• 24-hour grace period: Full refund if cancelled within 24 hours of booking confirmation (when booking is made 7+ days before check-in)

• 14 or more days before check-in: Full refund

• 7-13 days before check-in: 50% refund

• Less than 7 days before check-in: No refund

• No-show: No refund

Host Payout: You receive payment 1 day after guest check-in

3.4 Firm Policy

Best for: Hosts in high-demand areas, premium properties, peak season bookings

Cancellation Terms:

• 24-hour grace period: Full refund if cancelled within 24 hours of booking confirmation (when booking is made 7+ days before check-in)

• 30 or more days before check-in: Full refund

• 7-29 days before check-in: 50% refund

• Less than 7 days before check-in: No refund

• No-show: No refund

Host Payout: You receive payment 1 day after guest check-in

3.5 Strict Policy (Limited Availability)

Best for: High-end properties, unique experiences, hosts who need maximum booking security

Cancellation Terms:

• 24-hour grace period: Full refund if cancelled within 24 hours of booking confirmation (when booking is made 7+ days before check-in)

• 14 or more days before check-in: 50% refund

• Less than 14 days before check-in: No refund

• No-show: No refund

Host Payout: You receive payment 1 day after guest check-in

Note: Strict policy is available by invitation only to select hosts with excellent track records.

4. LONG-TERM CANCELLATION POLICIES (28+ NIGHTS)

Your long-term cancellation policy applies to monthly stays of 28 or more consecutive nights:

4.1 Long-Term Policy

Cancellation Terms:

• First 30 days after booking confirmation: Full refund

• 30 days or more before check-in: Full refund minus first month’s rent

• Less than 30 days before check-in: No refund

• After check-in: Guests must provide 30 days’ notice before leaving

  • First 30 days: No refund for unused nights

  • After first 30 days: Full refund for unused nights beyond the 30-day notice period

Special Conditions:

• Cleaning fees are always refunded if the guest cancels before check-in

• Monthly discounts are forfeited for early departures

• Guests may be responsible for additional fees for early departure

5. EVENT AND EXPERIENCE CANCELLATION POLICIES

5.1 Event Policies

For events, conferences, concerts, and similar time-specific activities:

Standard Event Policy:

• 7 or more days before event: 90% refund

• 3-6 days before event: 50% refund

• Less than 3 days before event: No refund

• Event cancellation by host: Full refund plus compensation

Special Event Policy: (For unique, one-time events)

• 14 or more days before event: 75% refund

• 7-13 days before event: 50% refund

• Less than 7 days before event: No refund

5.2 Experience Policies

For tours, activities, and guided experiences:

Flexible Experience Policy:

• 24 hours or more before experience: Full refund

• Less than 24 hours before experience: 50% refund

• No-show: No refund

Firm Experience Policy:

• 48 hours or more before experience: Full refund

• 24-47 hours before experience: 50% refund

• Less than 24 hours before experience: No refund

6. RESTAURANT RESERVATION POLICIES

6.1 Standard Restaurant Policy

Same-Day Reservations:

• 4 or more hours before reservation: Full refund

• 2-3 hours before reservation: 50% refund

• Less than 2 hours or no-show: No refund

Advance Reservations:

• 24 or more hours before reservation: Full refund

• 6-23 hours before reservation: 75% refund

• 2-5 hours before reservation: 50% refund

• Less than 2 hours or no-show: No refund

6.2 Special Dining Events

For special dining experiences, themed dinners, or holiday meals:

• 7 or more days before event: 90% refund

• 3-6 days before event: 50% refund

• Less than 3 days before event: 25% refund

• Day of event or no-show: No refund

7. NON-REFUNDABLE OPTIONS

7.1 Discount for Non-Refundable Bookings

You can offer guests a non-refundable option that typically provides a 10-20% discount on your standard rate in exchange for a stricter cancellation policy.

Non-Refundable Terms:

• 24-hour grace period: Full refund only if cancelled within 24 hours of booking confirmation

• After 24-hour grace period: No refund for any cancellation

• Host benefits: Guaranteed payment regardless of guest cancellation

7.2 When to Offer Non-Refundable Rates

Consider offering non-refundable options when:

• You have high demand periods

• You want to secure bookings well in advance

• You’re offering significant discounts

• You have limited availability

8. POLICY OVERRIDES AND EXCEPTIONS

8.1 Situations Where Policies May Be Overridden

Your cancellation policy may be overridden, and guests may receive refunds in the following situations:

Extenuating Circumstances:

• Natural disasters affecting the listing area

• Government-imposed travel restrictions

• Serious illness or injury (with documentation)

• Death in the guest’s immediate family

• Military deployment or urgent work obligations

Host-Related Issues:

• Host cancellation without valid reason

• Property not as described or advertised

• Safety or health hazards at the property

• Lack of essential amenities as promised

Visit Kenya Determinations:

• Platform technical issues preventing proper booking

• Fraudulent bookings

• Violation of Visit Kenya Terms of Service

• Legal compliance requirements

8.2 Documentation Requirements

For policy overrides, guests may need to provide:

• Medical certificates or hospital records

• Death certificates

• Government notices or travel advisories

• Military orders or employment documentation

• Police reports for relevant incidents

9. SETTING YOUR CANCELLATION POLICY

9.1 How to Set Your Policy

1. Log into your Visit Kenya Host account

2. Navigate to your listing settings

3. Select “Booking Settings” or “Policies”

4. Choose your preferred cancellation policy

5. Save your changes

9.2 Policy Changes

Important Notes:

• Policy changes only apply to new bookings made after the change

• Existing reservations remain subject to the policy in effect at the time of booking

• You can change your policy at any time, but consider the impact on guest expectations

9.3 Seasonal Policy Adjustments

You may consider adjusting policies based on:

• Peak tourist seasons in Kenya

• Local events and festivals

• Holiday periods

• Weather patterns and rainy seasons

10. REFUND PROCESSING

10.1 Refund Timeline

Processing Time:

• Mobile money (M-Pesa, etc.): 1-3 business days

• Bank transfers: 3-7 business days

• Credit/debit cards: 5-10 business days

• International transfers: 7-14 business days

10.2 Refund Components

Refunds may include:

• Accommodation/service fees: Based on your cancellation policy

• Cleaning fees: Typically refunded if guest cancels before check-in

• Visit Kenya service fees: Subject to separate refund policy

• Taxes: Refunded according to Kenyan tax regulations

10.3 Currency and Exchange Rates

• Refunds are processed in the original payment currency when possible

• Exchange rates may fluctuate between booking and refund dates

• Bank fees may apply for international refunds

11. HOST CANCELLATION CONSEQUENCES

11.1 When Hosts Cancel

If you cancel a confirmed booking without a valid reason, consequences may include:

Immediate Effects:

• Guest receives full refund

• Your calendar is blocked for the cancelled dates

• Automatic “Host cancelled” note on your listing

Penalties:

• First cancellation: KES 5,000 penalty

• Subsequent cancellations: KES 10,000 penalty

• Potential suspension of hosting privileges

• Impact on search ranking and Superhost status

11.2 Valid Reasons for Host Cancellation

Acceptable reasons include:

• Emergency maintenance or safety issues

• Natural disasters or government restrictions

• Family emergencies or medical situations

• Property damage making it uninhabitable

11.3 Avoiding Cancellations

Best Practices:

• Keep your calendar updated

• Regular property maintenance

• Clear communication with guests

• Emergency backup plans

12. LEGAL COMPLIANCE

12.1 Kenyan Consumer Protection Laws

Your cancellation policy must comply with:

• The Consumer Protection Act of Kenya

• Kenya Tourism Board regulations

• Competition Authority of Kenya guidelines

• Local county government requirements

12.2 Mandatory Disclosures

You must clearly disclose:

• Your chosen cancellation policy before booking

• Any additional fees or charges

• Specific terms and conditions

• Contact information for disputes

12.3 Dispute Resolution

For cancellation disputes:

1. First, attempt resolution directly with the guest

2. Contact Visit Kenya customer support

3. Consider mediation through recognized Kenyan services

4. Legal action as a last resort through Kenyan courts

13. CONTACT INFORMATION

13.1 Visit Kenya Support

For questions about cancellation policies:

Email: policies@visitkenya.digital
Phone: [Phone number to be inserted]
WhatsApp: [WhatsApp number to be inserted]
Address: [Address to be inserted], Nairobi, Kenya

13.2 Emergency Cancellation Support

For urgent cancellation issues:

24/7 Emergency Line: [Emergency number to be inserted]
Email: emergency@visitkenya.digital

13.3 Host Resources

Help Center: https://visitkenya.digital/help
Host Community: https://visitkenya.digital/community
Host Academy: https://visitkenya.digital/academy

POLICY COMPARISON TABLE

FINAL RECOMMENDATIONS

For New Hosts:

Start with a Flexible or Moderate policy to attract bookings and build reviews.

For Established Hosts:

Consider Firm or Limited policies for better booking security while maintaining reasonable guest flexibility.

For Premium Properties:

Strict policy (if available) or Firm policy with non-refundable options for maximum protection.

For Events/Experiences:

Use specialized event policies that account for the unique nature of time-specific services.

These cancellation policies are effective as of the date last updated above and apply to all hosts using the Visit Kenya Platform. Policies are subject to change in accordance with Kenyan law and Visit Kenya Terms of Service.