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Terms and Conditions

Last updated: 27 June 2025

Welcome to Mara Hilltop (operated by Kumsai LTD). By accessing our website marahilltop.com or using our WhatsApp guest-concierge service (collectively, the "Services"), you agree to be bound by these Terms and Conditions.

1. About Us

Kumsai LTD

Three Bees Complex, opposite Drifield Kenya Ltd,

Maasai Road, off ICD Road, off Main Mombasa Road,

P.O. Box 18095-00500, Nairobi, Kenya

KRA PIN P051847757C

Email: hello@marahilltop.com

Tel: +254 713 290 093

2. Acceptance of Terms

By using our Services, you acknowledge that you have read, understood, and agree to be bound by these Terms and Conditions. If you do not agree to these terms, please do not use our Services.

3. Booking and Reservations

3.1 Booking Process

  • Bookings can be made through our website or WhatsApp concierge service
  • All bookings are subject to availability
  • A valid payment method is required to secure your reservation

3.2 Confirmation

  • Booking confirmation will be sent via email or WhatsApp
  • Please verify all details in your confirmation
  • Contact us immediately if there are any discrepancies

3.3 Pricing

  • All prices are displayed in USD unless otherwise stated
  • Prices include applicable taxes unless specified otherwise
  • Promotional rates and discounts are subject to specific terms and conditions

4. Payment Terms

4.1 Payment Methods

  • We accept major credit cards, debit cards, and other payment methods as displayed
  • Payment processing is handled by secure third-party providers

4.2 Payment Schedule

  • Luxury Tents: Full payment required at time of booking
  • Dormitory Beds: Full payment required at time of booking
  • Group bookings may have different payment terms as agreed

4.3 Currency

  • All payments are processed in USD
  • Your bank may charge additional foreign exchange fees

5. Cancellation and Refund Policy

5.1 Standard Cancellation Policy

  • 48 hours or more before check-in: Full refund minus processing fees
  • 24-48 hours before check-in: 50% refund
  • Less than 24 hours or no-show: No refund

5.2 Force Majeure

Cancellations due to circumstances beyond our control (natural disasters, government restrictions, etc.) will be handled on a case-by-case basis

5.3 Refund Processing

  • Approved refunds will be processed within 5-10 business days
  • Refunds will be credited to the original payment method

6. Check-in and Check-out

6.1 Check-in

  • Standard check-in time: 2:00 PM
  • Early check-in subject to availability and may incur additional charges
  • Valid photo identification required at check-in

6.2 Check-out

  • Standard check-out time: 11:00 AM
  • Late check-out subject to availability and may incur additional charges

7. Guest Conduct and Responsibilities

7.1 Acceptable Behavior

  • Guests must respect other visitors, staff, and property
  • Noise levels must be kept reasonable, especially during quiet hours (10 PM - 7 AM)
  • No smoking inside accommodations (designated outdoor areas available)

7.2 Prohibited Activities

  • Illegal activities of any kind
  • Bringing unauthorized guests to accommodations
  • Damage to property or equipment
  • Harassment of staff or other guests

7.3 Consequences

  • Violation of these terms may result in immediate eviction without refund
  • Guests may be held liable for damages or additional cleaning fees

8. Property Rules

8.1 Shared Spaces

  • Common areas are to be kept clean and tidy
  • Personal belongings should not be left unattended in common areas
  • Kitchen facilities (if available) must be cleaned after use

8.2 Security

  • Guests are responsible for their personal belongings
  • We provide lockers in dormitories but recommend bringing your own lock
  • Report any suspicious activity to staff immediately

8.3 Wildlife and Environment

  • Respect local wildlife and do not feed animals
  • Follow all environmental guidelines
  • Dispose of waste properly

9. Liability and Disclaimers

9.1 Limitation of Liability

  • Our liability is limited to the amount paid for your accommodation
  • We are not responsible for personal belongings, injuries, or accidents
  • Guests participate in activities at their own risk

9.2 Insurance

  • We strongly recommend travel insurance for all guests
  • Medical insurance coverage is the guest's responsibility

10. Privacy and Data Protection

Please refer to our Privacy Policy for information about how we collect, use, and protect your personal data.

11. Modifications to Terms

We reserve the right to modify these Terms and Conditions at any time. Changes will be posted on our website with an updated "Last updated" date. Continued use of our Services constitutes acceptance of modified terms.

12. Governing Law

These Terms and Conditions are governed by the laws of Kenya. Any disputes will be resolved in the courts of Kenya.

Contact Information

For questions about these Terms and Conditions, please contact us at hello@marahilltop.com or call +254 713 290 093.

By using our Services, you acknowledge that you have read and understood these Terms and Conditions and agree to be bound by them.