1. Introduction

Welcome to The Lofts Suites at Wood Avenue. By booking, staying, or using our services, you agree to comply with and be bound by the following Terms of Service. These terms govern your use of our serviced apartments, facilities, and online booking systems.

2. Booking and Reservations

• All bookings must be made via our reservations team (phone, WhatsApp, or email) or through the website contact form.

• Bookings are subject to availability and confirmation by The Lofts team.

• A booking deposit may be required to secure your reservation.

• The Lofts reserves the right to refuse service or cancel a booking at its discretion, with prior notice when possible.

3. Payment Terms

• Rent, deposits, and any additional fees must be paid according to the invoice or booking terms.

• Payments can be made through accepted payment methods, as indicated during booking.

• All payments made after check-in are non-refundable, except in cases of verified exceptional circumstances approved by management.

4. Cancellation and Refund Policy

• Cancellations must be submitted through the reservations team or the website contact form.

• Pre-check-in cancellations may qualify for refunds, subject to administrative fees and notice periods.

• No-shows or cancellations after check-in are non-refundable.

• Refund requests due to service issues, medical emergencies, or government restrictions are reviewed case-by-case.

• Approved refunds will be processed within 14 business days using the original payment method.

5. Check-In and Check-Out

• Check-in time: 10AM

• Check-out time: Noon

• Early check-in or late check-out may be arranged subject to availability and additional charges.

• Guests must provide valid identification upon check-in.

6. Use of Apartments

• Apartments are for residential purposes only. Commercial use is prohibited without prior written approval.

• Guests are responsible for the care and cleanliness of the unit during their stay.

• No illegal activities or disturbances are allowed on the premises.

7. Housekeeping and Maintenance

• Housekeeping schedules are provided as part of your stay and may vary by unit type or booking plan.

• Any maintenance issues should be reported immediately to ensure prompt resolution.

• Guests are responsible for damages caused by negligence or misuse of the apartment.

8. Security and Access

• The Lofts maintains 24/7 security.

• Guests must adhere to all security protocols and access restrictions.

• Lost keys, access cards, or unauthorized access may incur replacement fees.

9. Liability

• The Lofts is not liable for personal injury, loss, or theft of belongings, except where directly caused by negligence on our part.

• Guests are encouraged to use in-unit safes and exercise personal security precautions.

10. Pets

• Pets are only allowed in apartments with prior approval.

• Any damages caused by pets will be charged to the guest.

11. Privacy

• Personal information collected during booking or stay will be handled in accordance with our Privacy Policy.

• Information will be used for reservation management, communication, and service improvement.

12. Governing Law

• These Terms of Service are governed by the laws of Kenya.

• Any disputes arising from bookings or stays will be addressed under Kenyan jurisdiction.

13. Amendments

• The Lofts reserves the right to amend these Terms of Service at any time.

• Guests will be notified of significant changes via email or the website.

14. Acceptance

By booking or staying at The Lofts, you confirm that you have read, understood, and agree to abide by these Terms of Service.