General Conditions
- All standard policies pertaining to hotel/ hospitality industry are applicable, when specific reservation policy is not mentioned in the “Reservation Confirmation” document.
- The Hotel shall be entitled to vary, amend and/or otherwise change these terms and conditions at any time without prior notice
- You shall indemnify and hold the Hotel harmless in respect of any liability, loss, damage, cost and expense of any nature arising out of, and/or in connection with the acceptance of the reservation and your stay in the Hotel
- If the Hotel waives any rights available to it under these conditions on one occasion, this does not mean that those rights will automatically be waived on any other occasion
- By proceeding with the reservation, you further agree and acknowledge that if the reservation is accepted by the Hotel, your stay subsequently shall be subject to the Hotel’s Standard Terms and Conditions in respect of their reservation / stay at the Hotel
- We do our best to ensure reservation arrangements are satisfactory, however, the Hotel does not accept any liability for any loss financial or otherwise, travel delay, injury, damage, additional expenses or inconvenience caused directly or indirectly by any events which are beyond our control. These include, but not limited to, flight delays or cancellations, civil disturbance, defects in vehicles, strikes, theft, acts of terrorism, natural disaster, war, fire, floods, acts of God, acts of Government or of any other authorities, changes to Government regulations, accident to or failure of machinery or equipment, maintenance requirements or industrial action
- The Hotel is not responsible for damage or disappearance of vehicles kept in the parking area. The hotel is obliged to clearly express in the parking area that the area is not supervised and the hotel is not responsible for the property kept in there.
- Valet parking is always at the Guest’s risk and advise from the Security Team needs to be strictly adhered with by the Guest at the time of checking in. Hotel will not be accountable for loss of any valuables from such parked vehicles.
- Lost property found on the premises is logged and kept in a secure location for a period of three (3) months. Thereafter items are either disposed of or donated to charity. The Hotel accepts no responsibility for contacting individuals in relation to lost property. Perishable items retrieved from rooms after check out are only held until close of business that day.
- Management and staff work hard to provide a safe and secure environment. We do everything possible to ensure a secure environment is maintained and we ask that our guests do also. The Hotel takes no responsibility for any personal possessions that are lost, stolen or misplaced whilst on the premises due to the acts and omissions of the guests themselves
Check-In, Check-Out & Identification
- Checkin: from 2:00 PM | Checkout: by 11:00 AM.
- Early checkin or late checkout may be arranged subject to availability and may incur charges based on room rates and membership status.
- Valid photo ID (passport, national ID) must be presented at checkin. Failure to do so may prevent access.
Reservations, Payments & Guarantees
- Bookings must be guaranteed via credit/debit card, MPesa, bank transfer, or cash deposit.
- Rates are in KES, inclusive of VAT and government levies unless otherwise stated.
- At checkin, a temporary incidentals hold may be placed on your card. Charges above the hold will be processed at checkout; any remaining hold will be released per banking timelines.
- Rates, packages, and promotions may change without notice. Special offers may be nonrefundable or noncompatible with other discounts.
Cancellations, Amendments & NoShows
- For individual bookings:
- Cancel ≥ 7 days before arrival → full refund (minus admin fee).
- Cancel 3–6 days before → 50% refund.
- Cancel < 72 hours before or noshow → full stay charged.
- For group bookings (5+ rooms):
- Cancel ≥ 21 days before → no penalty.
- < 21 days → 100% of total room nights will be charged.
Guest Behaviour & Occupancy
- No parties or gatherings are allowed in guest rooms.
- Occupancy limits apply. Rooms are for registered guests only; additional visitors after 10 PM are subject to charges.
- One bed rooms have a maximum occupancy of 2 guests, two bed rooms have a maximum occupancy of 4 guests
- DHE reserves the right to refuse service or remove guests causing excessive noise, unruly behavior, or intimidation of staff/other guests.
Damage, Loss, Valuables & Liability
- Guests are responsible for damage to Hotel property caused during their stay and will be charged accordingly.
- DHE is not liable for loss or damage to personal belongings unless secured in Hotel safes. Liability is capped at the equivalent of one night’s rate or KES 5,500 for 2 bed room and KES 3,500 for one bed room, whichever is lower.
- Valuables may be stored in-room safes or at reception.
Facilities & Services
- Access to gardens, event grounds, lounge spaces, carwash, barber services, indoor games, and private lounges is subject to prior booking or Club Membership terms.
- Guests must follow posted guidelines and hours of operation for all facilities.
Membership Club Terms
- Membership categories and benefits are detailed in our Membership Terms.
- Points are accrued per tier and are non-transferable, non-cashable, and valid for one membership year.
- Benefits like free car wash, discounted barber services, and event lounges apply only per tier and booking.
Smoking, Pets & Hygiene
- Smoking is strictly prohibited indoors. Designated outdoor smoking zones are provided.
- Pets are not allowed on the premises.
- Guests are expected to maintain cleanliness and hygiene; additional cleaning fees may be charged if standards are breached.
Food & Beverage Policy
- Outside food and beverages are not allowed within Hotel premises unless permitted for events.
- Guests must inform DHE management of any dietary restrictions in advance. DHE does not accept liability for allergic reactions.
Third-Party Providers
- DHE Management reserves the right to admit any third party providers
- Services provided by external vendors (e.g., catering, spa, tours) are not the responsibility of DHE. Any issues should be addressed directly with the provider.
Privacy & Personal Data
DHE processes your personal data in line with Kenyan data protection laws and our Privacy Policy. Consent is given upon booking and check-in.
Force Majeure
DHE is not responsible for failure to meet obligations due to events beyond its control, including natural disasters, strikes, power outages, or government restrictions.
Termination of Stay
Immediate termination of a guest’s stay (without refund) may occur for breach of these terms, non-payment, misconduct, or other serious issues.
Governing Law & Dispute Resolution
- These terms are governed by Kenyan law.
- Any disputes not resolved amicably will be referred to the Kenyan court system.
- The hotel reserves the right to change these terms and conditions at any time without prior notice. In the event that any changes are made, the revised terms and conditions shall be posted on this website immediately. Please check the latest information posted herein to inform yourself of any changes.