Booking Policies
Clear, fair guidelines to ensure every guest enjoys a safe, comfortable, and memorable stay at our Mombasa coastal apartments.
- Check-in: From 2:00 PM onward. We ask that you arrive during this window so our team can welcome you, hand over keys, and walk you through the property.
- Check-out: By 10:00 AM on your departure date. Please ensure the unit is vacated and keys returned by this time to allow housekeeping to prepare for the next guest.
- Early check-in / Late check-out: Subject to availability and must be requested at least 24 hours in advance. An additional charge may apply for extensions beyond 2 hours.
- Self-check-in: We offer flexible self-check-in options. Our team will contact you 24 hours before arrival with access instructions and a local point of contact number.
Tip: If you are arriving late at night due to flight schedules, please notify us in advance. We will ensure a team member is available to assist your arrival at no extra cost.
- No smoking inside units. All Gonah Homes properties are strictly non-smoking indoors. Guests who wish to smoke must do so in designated outdoor areas. Violation results in a KSh 5,000 deep-cleaning fee.
- No pets without prior approval. We love animals, but pets must be approved before arrival. An additional refundable pet deposit of KSh 2,000 applies. Undisclosed pets will result in early termination of the booking.
- Quiet hours: 10:00 PM – 7:00 AM. Out of respect for neighbors and fellow guests, loud music, gatherings, and disruptive noise are not permitted during these hours.
- Respect the occupancy limit. Each unit has a stated maximum guest count. Exceeding this without authorization is not permitted and may result in additional charges or booking cancellation.
- Leave the unit tidy. Guests are expected to return the property in reasonable condition. Dishes should be cleaned and rubbish placed in bins. Housekeeping is provided; excessive damage or mess attracts extra charges.
- No illegal activities. Any unlawful activity on our premises results in immediate booking termination and reporting to relevant authorities.
- Payment: All payments are processed through Paybill 247247, Account Number 466999, registered under Gonah Nexus. Use your Booking ID as the payment reference to help our team identify your transaction instantly.
- Payment within 24 hours: Once a booking is submitted, payment must be made within 24 hours to hold your dates. Unpaid bookings may be released to other guests.
- Confirmation: Your booking is officially confirmed only after our team has verified your payment. You will receive a confirmation email and your status in My Account will update to Confirmed.
- ID verification: All guests are required to upload a valid government ID (National ID, Passport, or Alien ID) through My Account before check-in. This is required by Kenyan law for all short-term rental accommodations.
- Receipts: Official booking receipts are available to download anytime from My Account → Bookings. These include your booking details, payment confirmation, and check-in instructions.
Note: Gonah Homes does not accept cash payments at check-in for security and transparency reasons. All transactions must be completed via Paybill 247247 before arrival.
- Free cancellation: Cancel up to 48 hours before your check-in date and receive a full refund of any deposit paid. No questions asked.
- Late cancellation (under 48 hours): Cancellations made within 48 hours of check-in forfeit 50% of the total booking amount as a late cancellation fee.
- No-show: Guests who do not arrive and have not communicated are treated as a no-show and forfeit the full deposit. The booking dates are released.
- Date changes: We understand plans change. You may reschedule your booking at no cost if done at least 48 hours before check-in, subject to availability for the new dates.
- Refunds: Approved refunds are processed back to your original payment method within 3–5 business days. Please contact us at gonahhomes0@gmail.com to initiate a refund request. Refunds are issued by Gonah Nexus on behalf of Gonah Homes.
Special circumstances: In cases of medical emergencies, natural disasters, or government travel restrictions, we handle cancellations on a case-by-case basis with full compassion and flexibility. Please reach out to us directly.
- ID required at check-in: All guests must present a valid government-issued ID. This is a mandatory requirement under Kenyan hospitality regulations.
- Secure parking: All Gonah Homes properties offer enclosed, secure parking for guests at no additional charge. Please inform us of your vehicle registration so we can reserve your space.
- Property security: Units are equipped with secure door locks and controlled access. Keys/codes are issued only to registered guests and must not be shared.
- Emergency equipment: All properties are fitted with smoke detectors and fire extinguishers. Emergency contact numbers are posted inside each unit.
- Guest belongings: Gonah Homes is not liable for loss or damage to guests' personal property. We recommend securing valuables in the provided in-unit safes or lockable luggage.
- Medical emergencies: Our local contact team is available 24/7. The nearest hospital (Aga Khan Hospital Mombasa) is within 15 minutes of all our properties.
- Email: gonahhomes0@gmail.com — we respond within 2 hours during business hours.
- Phone/WhatsApp: +254 799 466 723 — available daily 7:00 AM – 10:00 PM EAT.
- Location: Mombasa, Kenya — Nyali & surrounding coastal areas.