Important information about booking hotels, shuttles, safari packages, and other travel services through Trails & Tales Kenya. Please read carefully before making a booking.
Welcome to Trails & Tales Kenya. These Terms and Conditions govern your use of our platform and the booking of travel services including hotels, shuttles, safari packages, and other travel-related services. By making a booking through our platform, you agree to be bound by these terms.
Trails & Tales Kenya acts as an intermediary between you (the traveler) and the service providers (hotels, shuttle operators, safari companies, etc.). We facilitate the booking process but are not directly responsible for the provision of the services.
To make a booking through our platform, you must:
Persons under 18 years of age cannot make bookings. For bookings involving minors, the adult making the booking assumes full responsibility for all terms and conditions.
Trails & Tales Kenya provides an online platform that allows users to:
We act as an intermediary and are not a party to the service agreement between you and the service provider. The service provider remains solely responsible for the provision of services.
Our platform displays available services based on your search criteria. Please note:
A booking is considered confirmed when:
Most bookings are confirmed immediately. Some may require manual confirmation from the service provider within 24 hours. Until you receive confirmation, your booking is not guaranteed.
When booking hotel accommodations:
Hotels reserve the right to refuse check-in or charge additional fees if the number of guests exceeds the room's maximum occupancy. Always book for the correct number of guests.
Standard policies apply unless otherwise specified:
| Service | Standard Timing | Notes |
|---|---|---|
| Check-in Time | After 2:00 PM | Early check-in subject to availability |
| Check-out Time | Before 11:00 AM | Late check-out may incur charges |
| Identification Required | Yes | Valid ID/passport for all guests |
| Security Deposit | Varies by hotel | Refundable at check-out |
Standard luggage allowance per passenger:
Passengers must arrive at least 30 minutes before departure. Vehicles will not wait for late passengers, and no refunds will be provided for missed departures.
Specific pick-up and drop-off locations are provided in your booking confirmation. Changes must be requested at least 24 hours in advance and are subject to availability.
Safari participants must:
Safari itineraries may change due to:
Safari guides may modify itineraries for safety or to enhance wildlife viewing opportunities. No refunds are provided for itinerary changes made for safety reasons.
Cancellation policies vary by service provider. General guidelines:
| Service Type | Free Cancellation | Partial Refund | No Refund |
|---|---|---|---|
| Hotels | 48+ hours before check-in | 24-48 hours before check-in | Within 24 hours |
| Transport | 72+ hours before departure | 24-48 hours before departure | Within 24 hours |
| Safari Packages | 30+ days before departure | 15-30 days before departure | Within 15 days |
Some special offers and discounted rates are marked as "Non-Refundable." These bookings cannot be cancelled or modified, and no refunds will be provided.
Modification requests are subject to:
Contact our customer service team to request modifications. Do not contact service providers directly, as this may invalidate your booking.
We accept the following payment methods:
All payments are processed through secure, encrypted payment gateways. We do not store your full payment card details on our servers.
Prices displayed include all applicable taxes unless otherwise stated. Additional charges may include:
All prices are in Kenyan Shillings (KES). Currency conversions are approximate and actual charges may vary based on your bank's exchange rates.
To the maximum extent permitted by law, Trails & Tales Kenya shall not be liable for:
Our total liability to you for any claim arising from your use of our platform or booking of services shall not exceed the total amount paid by you for the specific booking giving rise to the claim.
Any disputes arising from your use of our platform or bookings made through us shall be resolved as follows:
Before initiating formal proceedings, you agree to contact our customer service team to attempt informal resolution of any dispute.
These Terms shall be governed by and construed in accordance with the laws of the Republic of Kenya, without regard to its conflict of law provisions.
Any legal proceedings arising out of or relating to these Terms shall be brought exclusively in the courts of Nairobi, Kenya, and you submit to the personal jurisdiction of such courts.
Any claim or cause of action arising out of or related to your use of our platform or these Terms must be filed within one (1) year after such claim or cause of action arose.
Free cancellation depends on the service provider's policy and the rate you booked. Most hotels allow free cancellation up to 48 hours before check-in, while transport services typically require at least 48 hours. Always check the specific cancellation policy displayed during booking.
In the rare event that a service provider cancels your booking, we will immediately notify you and help you find an alternative. If no suitable alternative is available, you will receive a full refund. We may also offer compensation depending on the circumstances.
Yes, modifications are possible subject to availability and the service provider's policy. Contact our customer service team for assistance. Note that modifications may incur additional charges or rate differences.
We accept all major credit/debit cards, mobile money (M-Pesa, Airtel Money), bank transfers, and digital wallets. All payments are processed through secure, encrypted payment gateways.
If you miss your scheduled departure, no refund will be provided. We recommend arriving at least 30 minutes before departure. In some cases, you may be able to reschedule subject to availability and additional fees.
Yes, children are welcome on most safari packages. However, age restrictions may apply for certain activities. Please check the specific package details or contact us for more information about family-friendly options.
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