Cancellation Policy

1. Overview

This Cancellation Policy applies to all bookings made directly through our website, reservation system, or by contacting our reservations team. It governs the terms under which guests may cancel their reservations and the financial implications of such cancellations.

Please read this policy carefully before completing your booking, as acceptance of the booking terms constitutes your agreement to these cancellation conditions.

2. Definition of Key Terms

Cancellation

A cancellation occurs when a guest formally requests to cancel their confirmed reservation prior to their scheduled check-in date. A written notice of cancellation must be received by Epashikino Resort & Spa through email, phone, or in-person request.

No-Show

A no-show occurs when a guest fails to arrive for their reservation without prior notification or cancellation request. If a guest does not check in on their scheduled arrival date and has not communicated with the resort, the reservation is classified as a no-show.

Important Distinction

Cancellation and no-show are different and are treated differently under this policy. A cancellation allows a guest to recover the majority of their funds, while a no-show results in no refund, as the resort must absorb the full cost of the reserved room and services.

3. Cancellation Retention Policy

Epashikino Resort & Spa retains cancellation fees based on the timing of the cancellation relative to your scheduled check-out date. The retention fee covers administrative costs, operational losses, and potential loss of revenue from declining other bookings for those dates.

Retention Fee Structure

7 Days or More Before Check-Out: 10% retention fee | 90% refundable

If a cancellation is requested 7 or more days before your scheduled check-out date, Epashikino Resort & Spa retains 10% of the total booking revenue. The remaining 90% will be refunded to the original payment method within 7-14 business days.

3 Days Before Check-Out: 50% retention fee | 50% refundable

If a cancellation is requested 3 days before your scheduled check-out date, Epashikino Resort & Spa retains 50% of the total booking revenue. The remaining 50% will be refunded to the original payment method within 7-14 business days.

Same Day as Check-Out: No Refund (Treated as No-Show)

Cancellations requested on the same day as your scheduled check-out date are treated as a no-show. The full 100% of the booking amount will be forfeited with no refund issued.

Calculation Examples

4. Cancellation Timelines and Deadlines

7 Days or More Before Check-Out (10% Retention)

Guests may cancel their reservation 7 or more days before the scheduled check-out date with a 10% retention fee. A refund of 90% of the booking amount will be processed to the original payment method within 7-14 business days of the cancellation request.

3 Days Before Check-Out (50% Retention)

Cancellations made 3 days before the scheduled check-out date will be subject to a 50% retention fee. A refund of 50% of the booking amount will be processed to the original payment method within 7-14 business days.

Same Day as Check-Out (No Refund - Treated as No-Show)

Cancellations requested on the same day as your scheduled check-out date are treated as a no-show. No refund will be issued, and the full 100% of the booking amount will be forfeited.

Late Cancellation and No-Show Fees

If a guest does not check out on their scheduled departure date and has not formally cancelled their reservation in advance, the full booking amount will be charged as a no-show fee. No refund will be issued for no-shows.

5. No-Show Policy

Definition and Consequences

A no-show occurs when a guest:

• Fails to arrive on the scheduled check-in date without prior notification
• Does not contact the resort to cancel or reschedule their reservation
• Does not communicate any delay or change in arrival plans

No-Show Charges

In case of a no-show, the following charges will apply:

• 100% of the total booking amount will be charged to the guest's payment method
• No refund will be issued for no-show reservations
• The resort reserves the right to hold the guest liable for additional costs incurred

Avoiding No-Show Charges

To avoid no-show charges, please:

• Arrive by the scheduled check-in time on your reservation date
• Contact us immediately if you will be delayed or cannot arrive
• Submit a formal cancellation request if you need to cancel your stay
• Call our reservations team at +254 705 455 001 or +254 788 455 001
• Email cancellation requests to reservations@epashikinoresort.com

6. How to Cancel Your Reservation

Cancellation Procedures

To cancel your reservation, please contact us using any of the following methods:

• Phone: +254 705 455 001 or +254 788 455 001 (Available 8:00 AM – 10:00 PM EAT)
• Email: reservations@epashikinoresort.com with your booking reference number
• In Person: Visit our front desk or administrative office
• Online: Use your booking account portal if available

Cancellation Confirmation

Upon receiving your cancellation request, we will send a confirmation email within 24 hours that includes:

• Cancellation confirmation number and date/time
• Original booking reference
• Refund amount and retention fee breakdown
• Expected refund timeline (7-14 business days)
• Original payment method for refund processing

7. Refund Process

Refund Timeframe

Approved refunds will be processed within 7-14 business days of the cancellation request. The exact timeframe depends on:

• Your bank's processing time for returned funds
• The payment method used for the original booking
• Currency conversion requirements for international bookings

Refund Method

Refunds will be issued to the original payment method used to make the booking. If you paid via:

• Credit or Debit Card: Refund will be credited back to the card within 7-14 business days
• Bank Transfer: Refund will be transferred to the account details provided in the booking
• Mobile Payment: Refund will be credited to the mobile wallet or account used

Tracking Your Refund

You can track your refund status by:

• Contacting our reservations team with your cancellation confirmation number
• Checking your bank or payment provider account
• Emailing reservations@epashikinoresort.com for updates

8. Special Circumstances and Exceptions

Force Majeure

In exceptional circumstances such as natural disasters, pandemics, government travel restrictions, or other events beyond guest control, we may consider alternative arrangements such as:

• Rebooking to alternative dates without penalty
• Issuing a credit voucher for future stays
• Full refund in exceptional cases

Guests facing such circumstances should contact our management team immediately to discuss options.

Group and Corporate Bookings

Cancellation terms for group bookings (10+ rooms) and corporate reservations may differ from standard policies. Please refer to your specific group booking agreement or contact our events team for details.

Non-Refundable Rates

Some promotional rates may be marked as non-refundable or non-cancellable. Guests who book such rates understand that:

• These rates cannot be cancelled or modified
• No refund will be issued if a cancellation is requested
• The full booking amount is due regardless of cancellation timing

9. Modification vs. Cancellation

Room Modification: If you wish to change your check-in date, check-out date, room type, or number of guests, this is considered a modification, not a cancellation. Modifications are subject to availability and may incur additional charges or adjustments.

Cancellation: If you wish to completely cancel your reservation, the cancellation policy above applies.

Please contact our reservations team to discuss modification options before submitting a cancellation request.

10. Dispute Resolution

Disputes and Complaints

If you believe a cancellation charge or no-show fee was applied incorrectly, please contact our management team within 30 days of the charge with supporting documentation.

• Email: reservations@epashikinoresort.com
• Phone: +254 705 455 001
• Address: Nairobi Nakuru Highway, Opposite Lake Elementaita, Kenya

We will investigate the matter and respond within 7 business days. If you remain unsatisfied, you may pursue the matter through credit card disputes or local consumer protection channels.

11. Policy Updates and Changes

Epashikino Resort & Spa reserves the right to update this Cancellation Policy at any time. Changes will be communicated through our website and email notifications to registered guests. For active reservations, the cancellation terms at the time of booking will apply unless otherwise stated.

Summary: Cancellation Policy Timeline & No-Show

Contact Information

Last Updated: January 2025

Effective Date: January 2025