Terms and Conditions

Last Updated: February 10, 2026

1. INTRODUCTION
These Terms and Conditions ("Terms") govern your booking and stay at The Manor Maasai Mara, a luxury safari accommodation located in the Nashulai Maasai Conservancy, Masai Mara National Reserve, Narok County, Kenya. By making a reservation or accessing our services, you agree to be bound by these Terms, our Privacy Policy, and all applicable laws of Kenya including the Tourism Act, 2011, the Consumer Protection Act, 2012, and the Data Protection Act, 2019.

The Manor Maasai Mara is operated as a licensed hospitality establishment under the Hotels and Restaurants Act (Cap. 494) and is regulated by the Tourism Regulatory Authority (TRA) of Kenya.

2. DEFINITIONS

"Property" or "The Manor" refers to The Manor Maasai Mara and all its facilities, villas, and amenities.
"Guest" means any person making a reservation or staying at the Property.
"Booking" means a confirmed reservation for accommodation at the Property.
"Services" include accommodation, meals, game drives, and all amenities provided by the Property.

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3. RESERVATIONS AND BOOKINGS
3.1 Booking Confirmation
All bookings are subject to availability and must be confirmed in writing via email. A booking is only confirmed upon receipt of the required deposit and written confirmation from The Manor. Provisional bookings held without deposit will be released after 48 hours.

3.2 Minimum Age Requirement
The primary guest making the booking must be at least 18 years of age. Minors (persons under 18 years) must be accompanied by a parent or legal guardian in accordance with Article 260 of the Constitution of Kenya, 2010.

3.3 Booking Information
Guests must provide accurate and complete information including full names, contact details, passport or ID numbers, dietary requirements, and special requests. Any false information may result in booking cancellation without refund.

4. PAYMENT TERMS
4.1 Deposit
A non-refundable deposit of 50% of the total booking value is required at the time of reservation to secure your booking.

 

4.2 Balance Payment
The remaining balance is due 30 days before the arrival date. Bookings made within 30 days of arrival require full payment at the time of booking.

 

4.3 Payment Methods
Payments can be made via bank transfer, mobile money (M-Pesa), or credit/debit card. All payments must be made in Kenya Shillings (KES) or US Dollars (USD). Currency exchange rates apply at the time of payment.

 

4.4 Late Payment
Failure to make payment by the due date may result in automatic cancellation of your booking and forfeiture of the deposit paid.

 

5. CANCELLATION AND REFUND POLICY
5.1 Guest Cancellation

Cancellations made more than 60 days before arrival: Full refund minus 50% deposit.
Cancellations made 31-60 days before arrival: 50% refund of total booking value.
Cancellations made 15-30 days before arrival: 25% refund of total booking value.
Cancellations made less than 15 days before arrival: No refund.

 

5.2 No-Show
Guests who fail to arrive on the scheduled check-in date without prior cancellation notification will be charged 100% of the booking value with no refund.

 

5.3 Amendment of Bookings
Changes to confirmed bookings (dates, villa type, number of guests) are subject to availability and may incur administrative fees. Amendments must be requested in writing at least 14 days before arrival.

 

6. CHECK-IN AND CHECK-OUT
6.1 Check-in Time
Standard check-in time is 2:00 PM. Early check-in is subject to availability and may incur additional charges.

 

6.2 Check-out Time
Standard check-out time is 11:00 AM. Late check-out is subject to availability and may incur additional charges of 50% of the daily rate (until 3:00 PM) or 100% of the daily rate (after 3:00 PM).

 

6.3 Identification
Valid government-issued identification (passport or national ID) is required upon check-in for all guests in accordance with Kenyan immigration and tourism regulations.

 

7. GUEST CONDUCT AND HOUSE RULES
7.1 Respect for Property
Guests must respect the Property, its staff, other guests, and the surrounding environment. The Manor is located in a wildlife conservancy, and guests must follow all safety guidelines and wildlife protocols.

 

7.2 Prohibited Activities
The following activities are strictly prohibited:

- Smoking inside villas (designated outdoor areas provided)
- Use of illegal drugs or substances
- Excessive noise or disruptive behavior
- Feeding or harassing wildlife
- Hunting, poaching, or removal of flora/fauna
- Trafficking in illegal goods, arms, or protected species

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7.3 Maximum Occupancy
Each villa accommodates a maximum of 8 guests (4 bedrooms). Additional guests beyond the booked number are not permitted without prior arrangement and additional payment.

 

7.4 Pets
Pets are not permitted at the Property due to wildlife safety concerns.

 

8. LIABILITY AND INSURANCE
8.1 Personal Belongings
The Manor is not responsible for loss, theft, or damage to guests' personal belongings, valuables, or vehicles. Guests are advised to use in-room safes and maintain adequate travel insurance.

 

8.2 Personal Injury
While The Manor maintains appropriate safety measures in accordance with the Occupiers' Liability Act (Cap. 34), guests participate in safari activities and use facilities at their own risk. The Property is located in a wildlife area, and guests acknowledge inherent risks associated with wildlife encounters.

 

8.3 Travel Insurance
Guests are strongly advised to obtain comprehensive travel insurance covering trip cancellation, medical emergencies, evacuation, and personal liability.

 

8.4 Property Damage
Guests are liable for any damage to the Property, furniture, fixtures, or equipment caused by their negligence or misconduct. The Manor reserves the right to charge for repairs or replacements at replacement cost.

 

9. HEALTH AND SAFETY
9.1 Medical Conditions
Guests must disclose any medical conditions, allergies, or dietary restrictions at the time of booking. The Property is located in a remote area with limited immediate medical facilities.

 

9.2 Medical Emergencies
In case of medical emergencies, The Manor will assist in arranging evacuation and medical care. All associated costs are the responsibility of the guest.

 

9.3 Vaccinations and Health Requirements
Guests are responsible for ensuring compliance with Kenya's health and vaccination requirements. Yellow fever vaccination may be required depending on your country of origin. Malaria prophylaxis is recommended.

 

10. FORCE MAJEURE
The Manor shall not be liable for failure to perform obligations due to circumstances beyond reasonable control including natural disasters, extreme weather, wildlife incidents, political instability, pandemics, government restrictions, or acts of terrorism. In such events, The Manor will work with guests to reschedule or provide alternative arrangements where possible.

 

11. PRIVACY AND DATA PROTECTION
Guest personal data is collected, processed, and stored in compliance with the Data Protection Act, 2019 (No. 24 of 2019). Please refer to our Privacy Policy for detailed information on how we handle your personal data, your rights as a data subject, and our data protection practices.

 

12. COMPLAINTS AND DISPUTE RESOLUTION
12.1 Complaints Procedure
Guests are encouraged to report any concerns immediately to management during their stay to allow for prompt resolution. Written complaints can be submitted to maasaimarathemanor@gmail.com within 14 days of departure.

 

12.2 Governing Law
These Terms are governed by the laws of Kenya. Any disputes shall be resolved through negotiation or mediation. If unresolved, disputes shall be submitted to the jurisdiction of the courts of Kenya.

 

12.3 Consumer Protection
Guests have rights under the Consumer Protection Act, 2012, and Article 46 of the Constitution of Kenya, 2010, including the right to compensation for defective goods or services and the right to information.

 

13. AMENDMENTS TO TERMS
The Manor reserves the right to modify these Terms at any time. Updated Terms will be posted on our website with the revision date. Guests with existing bookings will be notified of material changes.

 

14. CONTACT INFORMATION
The Manor Maasai Mara
Nashulai Maasai Conservancy
Masai Mara National Reserve
Narok County, Kenya
Email: maasaimarathemanor@gmail.com
Phone: +254 713 274 717 / +254 729 170 335

 

15. ACCEPTANCE OF TERMS
By making a booking or using our services, you acknowledge that you have read, understood, and agree to be bound by these Terms and Conditions.