Terms & Conditions
These Terms & Conditions apply to accommodation reservations and related services provided by Verona Gardens Watamu (“Verona Gardens”, “we”, “us” or “the property”). By making a reservation directly with us or through our website, the guest acknowledges and agrees to these Terms & Conditions. They are intended to protect both our guests and the property by setting out clear and fair booking expectations
1. Reservations and Booking Confirmation
All reservations are subject to availability. A booking is considered confirmed once the required deposit or payment has been received and Verona Gardens has issued a booking confirmation. Guests must provide accurate information, including names, contact details, number of adults and children, children’s ages, arrival and departure dates, and any other information requested during booking. If incorrect information affects the applicable rate, room capacity or booking eligibility, Verona Gardens may adjust the booking accordingly.
2. Rates and Prices
Accommodation rates are quoted in Kenya Shillings (KES) unless otherwise stated. Rates may vary according to room type, season, occupancy, meal plan, length of stay, special offers and additional services. The rate confirmed at the time of booking applies provided the information supplied by the guest is
accurate. Optional services and additional charges incurred during the stay are payable separately unless expressly included in the confirmed booking.
accurate. Optional services and additional charges incurred during the stay are payable separately unless expressly included in the confirmed booking.
3. Deposit and Payment
Unless otherwise stated in a specific offer, a 50% advance deposit is required to secure a reservation. The remaining balance must be paid according to the payment instructions provided by Verona Gardens and, where required, before or upon check-in. Payments may be made through payment methods approved by Verona Gardens, including M-PESA and bank payment channels. A reservation for which the required deposit is not received within the
stated payment period may be cancelled and the accommodation released. Guests should retain their payment confirmation or transaction reference.
stated payment period may be cancelled and the accommodation released. Guests should retain their payment confirmation or transaction reference.
4. Children
Children are charged according to their age at the date of check-in. Children aged 0-3 years: No accommodation or meal charge when sharing with their parent(s) or guardian(s). Children aged 4-12 years: When sharing with parents/guardians, the child is charged 50% of the applicable per-person sharing rate. The per-person sharing rate is calculated as the applicable double-room rate divided by two. Where the room has single occupancy, the child charge is 50% of the
applicable single-occupancy rate.
applicable single-occupancy rate.
If a child aged 4-12 requires an additional/extra bed, the applicable extra-bed charge is added separately and does not replace the child’s applicable meal-plan/accommodation charge. Guests aged 13 years and above are charged as adults. Verona Gardens may request reasonable
proof of age where necessary.
proof of age where necessary.
5. Extra Beds and Maximum Occupancy
Each accommodation type has a maximum permitted occupancy based on its physical room configuration and available sleeping arrangements. Extra beds are subject to room configuration, availability and safety considerations and cannot be guaranteed unless confirmed. Where an extra bed is requested or required, the applicable charge will be displayed or communicated during booking. Verona Gardens may refuse occupancy exceeding the permitted room capacity or
require an additional or more suitable room to be booked.
require an additional or more suitable room to be booked.
6. Meal Plans
Guests should confirm the meal plan selected when booking. Depending on the accommodation and rate, bookings may be offered as Room Only (RO), Bed & Breakfast (BB), Half Board (HB) or another clearly specified basis. Meals, drinks and services not included in the selected plan are charged separately. Dietary
requirements and allergies should be communicated in advance. Verona Gardens will make reasonable efforts to accommodate requests but cannot guarantee every special requirement.
requirements and allergies should be communicated in advance. Verona Gardens will make reasonable efforts to accommodate requests but cannot guarantee every special requirement.
7. Check-In and Check-Out
Guests must observe the check-in and check-out times stated in their booking confirmation. Early check-in and late check-out are subject to availability and may attract an additional charge. The person responsible for the reservation may be required to present a valid National ID, passport or
other acceptable identification. Check-in may be declined where identity cannot reasonably be verified or where there is a material discrepancy between the reservation and the arriving party.
other acceptable identification. Check-in may be declined where identity cannot reasonably be verified or where there is a material discrepancy between the reservation and the arriving party.
8. Cancellation, Amendment, Refund and No-Show Policy
Standard reservations:
- 14 days or more before check-in: Full refund of accommodation payments/deposit made, less any
non-refundable bank, payment gateway or transaction charges actually incurred. - 7-13 days before check-in: 50% of the amount paid will be refunded.
- Less than 7 days before check-in: Non-refundable.
- No-show: Non-refundable.
- Early departure after check-in: Unused nights are generally non-refundable.
A guest may request a change of dates instead of cancellation. Changes are subject to availability and the rates applicable to the new dates. Any increase in rate must be paid by the guest. Peak Season (21 December-4 January): A cancellation made 30 days or more before arrival may receive a refund of the amount paid, less non-refundable transaction charges actually incurred.
Cancellations made less than 30 days before arrival are non-refundable. Changes remain subject to availability and applicable rate differences.
In exceptional circumstances, management may consider moving the booking to alternative dates or issuing a credit, at its discretion and subject to availability.
Approved refunds will, where reasonably possible, be returned through the original payment method. Processing times may depend on the bank, M-PESA or payment provider.
9. Changes or Cancellation by Verona Gardens
If Verona Gardens is unable to provide confirmed accommodation due to circumstances within its control, reasonable efforts will be made to provide a suitable alternative. If an appropriate alternative cannot be provided, amounts paid for accommodation that cannot be supplied will be refunded. Where circumstances outside the property’s reasonable control affect a stay – including severe weather, natural disasters, government restrictions, utility interruptions, security incidents or other force-majeure events – Verona Gardens will work reasonably with affected guests, subject to applicable law.
10. Guest Conduct
Guests must behave respectfully toward other guests, staff, neighbours and property. Excessive noise, threatening or abusive behaviour, harassment, illegal activity, deliberate damage or conduct that materially affects the safety or enjoyment of others is prohibited. In serious cases, Verona Gardens may require a guest to leave the property, subject to applicable law and the circumstances involved.
11. Damage, Loss and Additional Cleaning
Guests are responsible for reasonable costs arising from deliberate or negligent damage caused by themselves, their children or their visitors. This may include damage to rooms, furniture, linen, equipment or other property, as well as exceptional cleaning required because of misuse. Any charge will reflect the reasonable cost of repair, replacement or additional cleaning rather than being imposed as a penalty. Accidental damage should be reported to management promptly.
12. Personal Belongings
Guests are responsible for taking reasonable care of their personal belongings. Loss or theft should be reported to management promptly, and Verona Gardens will provide reasonable assistance in investigating reported incidents. Nothing in these Terms & Conditions excludes or limits liability that cannot lawfully be excluded under applicable Kenyan law.
13. Visitors
Non-resident visitors may be subject to the property’s visitor and security procedures. Resident guests are responsible for the conduct of visitors they invite onto the property. Management may restrict visitor access where reasonably necessary for safety, security, privacy or compliance with property policies. Visitors are not automatically entitled to facilities, meals or services included in a resident guest’s package.
14. Smoking, Alcohol and Prohibited Activities
Guests must comply with designated smoking and non-smoking areas and all applicable Kenyan laws. Illegal drugs, unlawful activities, and conduct or items that threaten the safety of guests, staff or property are prohibited.
15. Swimming Pool,
Balconies and Other Facilities
Guests using swimming pools, balconies, gardens, recreational areas and other facilities must exercise reasonable care and follow safety instructions. Children must be appropriately supervised by a responsible adult. Unsafe conditions or incidents should be reported to management immediately.
16. Parking and Vehicles
Where parking is provided, guests should secure their vehicles and avoid leaving valuable items visibly unattended. Vehicle registration details may be requested for security and guest-management purposes.
17. Tours, Transfers and Third-Party Services
Verona Gardens may assist with airport/SGR transfers, excursions, tours, wellness services and other activities. Where a service is provided by an independent third party, that provider may apply separate terms and conditions.
Verona Gardens will exercise reasonable care when facilitating such arrangements but is not responsible for acts or omissions of independent providers beyond the extent required by applicable law. Verona Gardens Watamu – Terms & Conditions Page 5
18. Photography and Commercial Content
Guests may take ordinary personal photographs provided they respect the privacy of other guests and staff. Professional photography, commercial filming, events, advertising shoots or other commercial use of the property may require prior management approval.
Verona Gardens will not use identifiable guest photographs or videos for promotional purposes without an appropriate legal basis or consent where required.
19. Privacy and Personal Information
Verona Gardens collects information reasonably necessary to process reservations, receive payments, communicate with guests, provide accommodation and related services, maintain security and meet legal obligations.
Personal information will be handled in accordance with applicable Kenyan data-protection requirements and the Verona Gardens Privacy Policy.
Guests should never disclose their M-PESA PIN, banking PIN, OTP or other secret payment
credentials to Verona Gardens staff. Where M-PESA STK Push is used, the guest authorises the
transaction securely on their own phone.
20. Website Bookings and Technical Errors
Verona Gardens takes reasonable steps to keep room descriptions, availability and prices accurate. If an obvious technical, typographical or pricing error occurs, the property will contact the guest as soon as reasonably possible to resolve it.
A guest will not be required to accept a materially different price without being given an appropriate option regarding the affected reservation.
21. Complaints and Dispute Resolution
Guests are encouraged to raise concerns with management as soon as possible during their stay so that Verona Gardens has an opportunity to address them. Unresolved matters may be submitted formally using the contact information published on the website.
Both parties should first attempt to resolve disputes reasonably and amicably. These Terms & Conditions are governed by the laws of Kenya, and unresolved disputes will be handled through the appropriate Kenyan dispute-resolution or judicial processes.
22. Consumer Rights
These Terms & Conditions are intended to provide fair and transparent booking conditions. Nothing in
these Terms & Conditions removes or limits rights or remedies available to a guest under
applicable mandatory Kenyan law.
these Terms & Conditions removes or limits rights or remedies available to a guest under
applicable mandatory Kenyan law.
23. Acceptance of Terms
By completing a reservation and making the required payment, the guest confirms that they have reviewed and accepted the applicable booking conditions, rates, occupancy information, cancellation and refund policy, Privacy Policy and these Terms & Conditions. Where a reservation is made on behalf of other guests, the person making the booking is responsible for making the relevant booking conditions known to their party.
Booking Checkout Acknowledgement
I have read and agree to the Verona Gardens Terms & Conditions, Cancellation & Refund Policy and Privacy Policy.
Note: This document is an operational terms template and should be reviewed against Verona Gardens’ actual practices and applicable Kenyan legal requirements before final publication.