Our Policies &
Guest Guidelines

Welcome

Welcome to Relax Eden Garden. We are delighted to welcome you and sincerely appreciate your decision to stay with us. Our commitment is to provide every guest with a comfortable, secure, and memorable experience.

This Guest Policy forms part of the terms governing every reservation made with Relax Eden Garden. By making a booking, checking in, or using any of our facilities and services, you confirm that you have read, understood, and accepted the policies contained in this document.

1. Reservations and Bookings

Reservations may be made directly with Relax Eden Garden through our official telephone numbers, email address, website, or any other booking channel authorized by the hotel.

Once your preferred dates have been confirmed, an invoice will be issued for payment. A reservation shall only be considered confirmed after full payment has been received. Until payment is completed, the requested accommodation remains available for booking by other guests.

After payment has been successfully received, a booking confirmation receipt will be sent to the guest using the contact details provided.

To process a reservation successfully, every guest must provide:

• Full name
• Valid telephone number
• Valid email address

Failure to provide accurate information may delay or prevent confirmation of the reservation.

2. Reservation Confirmation

Every confirmed booking will be accompanied by an official confirmation receipt issued by Relax Eden Garden. Guests are encouraged to retain this confirmation, as it may be requested during check-in.

The confirmation receipt will normally include:

• Guest details
• Arrival and departure dates
• Room charges paid
• Number of registered occupants

Where any discrepancy exists between a guest's confirmation and the official records maintained by Relax Eden Garden, the hotel's official records shall prevail. Altering, falsifying, or tampering with reservation information is strictly prohibited.

3. Travel Agents

Relax Eden Garden accepts bookings made through authorized travel agents only. Travel agents are required to verify room availability, applicable rates, and booking conditions with the hotel before advertising or confirming accommodation on behalf of Relax Eden Garden. The hotel accepts no responsibility for reservations made through unauthorized agents or third parties.

4. Room Rates

Official accommodation rates are published only through Relax Eden Garden's official website and verified social media platforms. Published rates include applicable service charges unless otherwise stated. Where additional services are requested, including specialised services or optional amenities, separate charges may apply.

5. Payment Methods

Guests may settle payments using the payment methods approved by Relax Eden Garden, including:

• M-Pesa
• Bank Transfer
• Any other payment option officially communicated by the hotel

Guests paying by bank transfer should notify the hotel after payment and provide their full name, bank name, date of payment, and payment reference or confirmation number. This information enables the hotel to verify and allocate payments correctly.

6. Payment Policy

Guests staying for periods exceeding seven (7) consecutive nights are required to settle all outstanding accommodation charges on a weekly basis. Relax Eden Garden reserves the right to suspend further accommodation services until any outstanding balance has been cleared.

7. Check-in and Check-out

To ensure efficient room preparation and guest comfort, all guests are requested to observe the official check-in and check-out times established by Relax Eden Garden.

Check-in: 10:00am  ·  Check-out: 10:00a m

Early check-in and late check-out are available only with prior approval from management and are subject to room availability. A late check-out fee of KSh 3,000 will apply where guests remain beyond the approved departure time without prior authorization.

8. Breach of Hotel Policy

Relax Eden Garden reserves the right to decline further services, terminate a reservation, or require a guest to leave the premises where these Guest Policies are breached. Such action may be taken where necessary to protect the safety, security, comfort, or rights of other guests, employees, or the hotel.

9. Cancellation and Refund Policy

All cancellation requests are calculated against the total booking value and will be processed as follows:

• Five (5) or more days before arrival: 100% refund of the amount paid.
• Three (3) to four (4) days before arrival: 50% refund of the total booking amount.
• Zero (0) to two (2) days before arrival: No refund will be issued.

Late Cancellation Fee — Where a reservation is cancelled less than twenty-four (24) hours before the scheduled arrival date, the guest will forfeit the full booking amount and an additional cancellation fee of KSh 6,000 will apply.

Cancellation requests must be submitted through the same booking channel used to make the reservation, such as email or telephone. Approved refunds will be returned through the original payment method after deducting any applicable transaction costs incurred during the refund process. Although Relax Eden Garden will make every reasonable effort to process refunds promptly, processing times may vary depending on the payment provider.

Refunds will not be granted in the following circumstances:

• Power interruptions beyond the hotel's control.
• Adverse weather conditions.
• Voluntary early departures.
• Any other event outside the reasonable control of hotel management.

Management will nevertheless make every reasonable effort to minimise inconvenience whenever such situations arise.

10. Guest Occupancy Policy

Each room or accommodation unit has a maximum occupancy limit which must be observed at all times. Only guests included in the confirmed reservation are permitted to occupy the accommodation unless prior written approval has been obtained from management.

Visitors, day guests, or overnight guests who are not part of the confirmed booking are not permitted to use the accommodation or hotel facilities without the hotel's prior approval. Relax Eden Garden reserves the right to refuse admission or remove any unauthorised person from the property. Failure to comply with this policy may result in cancellation of the reservation or immediate termination of the stay without prejudice to any other remedies available to the hotel.

Where management approves additional occupants beyond the standard capacity, an extra accommodation charge of KSh _____ per guest per day/night shall apply. Approval for additional occupants remains entirely at the discretion of Relax Eden Garden.

11. Purchases from the Hotel Online Store

Products purchased through the Relax Eden Garden online store shall be charged at the prices displayed at the time of purchase together with any applicable taxes or service charges. Where purchases are made after the guest has departed from the hotel, delivery costs shall be charged according to the destination and shipping method selected.

12. Photography and Videography

Relax Eden Garden respects the privacy of all guests and seeks to protect the comfort of everyone on the property. Photography or videography undertaken for commercial advertising, business promotion, blogging, vlogging, modelling, filming, or any other professional purpose is prohibited unless prior written approval has been granted by hotel management.

Guests are welcome to take casual photographs or videos for personal, non-commercial use provided that professional photography equipment is not used without permission, other guests' privacy is respected, and hotel operations are not disrupted.

Professional photographers, videographers, production teams, or content creators who have not received prior written approval from Relax Eden Garden may be required to discontinue their activities and leave the property.

13. Safety Notice

The safety of our guests and employees is a priority at Relax Eden Garden. While management takes reasonable measures to maintain a secure environment, guests are expected to exercise personal care when using any part of the property.

Certain areas, including the swimming pool, stairways, glass installations, balconies, elevated walkways, and other facilities, may present inherent risks if used carelessly. Guests are encouraged to remain alert, supervise children at all times, and follow all safety instructions displayed throughout the premises.

Management shall not be liable for injury, illness, loss of life, or damage resulting from a guest's failure to observe safety precautions or from circumstances beyond the hotel's reasonable control.

14. Weapon and Firearm Policy

14.1 Prohibited Weapons — Unless specifically authorised in writing by management, the following items are prohibited within the hotel:

• Firearms of every description.
• Ammunition.
• Knives intended for use as weapons.
• Explosive materials.
• Tasers or stun devices.
• Martial arts or self-defence weapons.
• Any object intended to cause harm or capable of being used as a weapon.

14.2 Exceptions — Management may grant written approval in exceptional circumstances, including for authorised law enforcement officers or other persons legally permitted to carry firearms while performing official duties.

14.3 Declaration Requirement — Any guest legally carrying a firearm or other authorised weapon must declare it to hotel management during check-in. Failure to disclose such information may result in immediate removal from the property.

14.4 Safe Storage — Where permission has been granted, authorised weapons must remain securely stored at all times. Weapons may not be left unattended in guest rooms, motor vehicles parked on hotel premises, or any public area within the property.

14.5 Reporting — Guests are encouraged to notify hotel management immediately if they observe a weapon being carried unlawfully or any conduct that appears suspicious or threatens the safety of others.

14.6 Enforcement — Guests found in breach of this policy may be required to leave the hotel immediately without refund. Where appropriate, the matter may be referred to the relevant law enforcement authorities.

14.7 Compliance with the Law — All guests remain responsible for complying with the laws of Kenya governing the possession, transportation, and use of firearms and other regulated weapons.

14.8 Policy Amendments — Relax Eden Garden reserves the right to revise or update this policy whenever necessary. Any amendments shall take effect upon publication by the hotel.

15. Consent for Photography and Promotional Use

During your stay, Relax Eden Garden may occasionally capture photographs or video recordings for promotional, marketing, or publicity purposes. By consenting to this policy, guests authorise the hotel to use photographs, videos, or other images in which they appear for lawful promotional activities, including publication on:

• The official hotel website.
• Social media platforms.
• Printed brochures.
• Advertisements.
• Magazines.
• Promotional publications.
• Other marketing materials approved by the hotel.

Where necessary, such materials may also be shared with authorised business partners or media organisations for promotional purposes. Relax Eden Garden shall process all personal information relating to these images in accordance with the Data Protection Act, 2019 (Kenya) and all other applicable privacy laws.

The intellectual property rights relating to promotional materials created by the hotel shall remain the exclusive property of Relax Eden Garden.

Guests may withdraw their consent at any time by submitting a written request to hotel management. Upon receipt of such notice, the hotel will discontinue future promotional use of the guest's image wherever reasonably practicable.

Relax Eden Garden will not knowingly use any image in a manner that is unlawful, defamatory, misleading, or inconsistent with applicable legislation. All personal information collected under this policy shall be treated as confidential and protected using appropriate security measures.

16. Swimming Pool Policy

The swimming pool is a shared recreational facility intended for the enjoyment of all registered guests. Every guest is expected to use the facility responsibly and with consideration for others. While using the swimming pool, guests shall keep noise levels reasonable, refrain from disorderly, offensive, or unsafe behaviour, and respect the rights of other guests to enjoy the facility.

The following rules also apply:

• Diving into the pool is prohibited.
• Food, crockery, glassware, and beverages, whether alcoholic or non-alcoholic, are not permitted in or around the pool unless specifically authorised by management.
• Jumping into the pool from elevated areas is strictly prohibited.
• Children must remain under the continuous supervision of a responsible adult.
• The swimming pool is reserved for registered guests unless management approves otherwise.

Guests acknowledge that no lifeguard is on duty unless expressly stated by the hotel. Use of the swimming pool is therefore entirely at the guest's own risk. Guests should exercise caution around wet surfaces, steps, balconies, elevated areas, and any location where slipping or falling may occur.

Swimming pool operating hours are 10:00 a.m. – 6:30 p.m. Access outside these hours is prohibited unless expressly authorised by management.

17. Lost Property and Hotel Assets

Although Relax Eden Garden takes reasonable measures to safeguard guests and their belongings, responsibility for personal property remains with the guest. Guests are encouraged to verify that all personal belongings have been collected before departure.

Hotel property, including linen, towels, furniture, décor, utensils, appliances, and equipment, must not be removed from the premises without written authorisation. Any unauthorised removal may be treated as theft and appropriate legal action may be taken.

Items left behind by guests will, upon request, be returned at the owner's expense. Unclaimed property will normally be retained for fifteen (15) days before being donated or otherwise disposed of in accordance with hotel policy.

18. Damage to Hotel Property

Guests must immediately report any loss, breakage, malfunction, or damage to hotel property as soon as it becomes known. The guest responsible for the reservation shall be financially liable for repair or replacement costs arising from damage caused by themselves, members of their party, or their visitors.

19. Guest Conduct

Relax Eden Garden is committed to maintaining a peaceful, respectful, and family-friendly environment. The following conduct is strictly prohibited:

• Violence, fighting, threats, or intimidation.
• Public nudity or indecent behaviour.
• Prostitution or unlawful activities.
• Excessive intoxication resulting in disturbance.
• Possession or use of illegal drugs or prohibited substances.
• Smoking, vaping, or the use of prohibited substances in non-designated areas.
• Harassment, discrimination, abuse, or offensive behaviour towards guests or employees.

Any guest engaging in prohibited conduct may be required to leave the property immediately without refund and may be reported to the appropriate authorities where necessary. Guests are expected to treat all employees of Relax Eden Garden with courtesy and respect at all times.

20. Pets

Pets and animals are not permitted within the hotel premises unless expressly authorised by management or required by law.

21. Security Check-In and Identification

For the safety of everyone on the property, every guest and authorised visitor shall complete the hotel's security check-in procedures. Guests must produce a valid government-issued identification document upon request. Foreign nationals shall present a valid passport together with any applicable visa or immigration documentation.

22. Privacy of Personal Information

Relax Eden Garden values the privacy of its guests and is committed to protecting all personal information collected during reservations, security screening, and guest registration. Information collected may include name, identification details, contact information, reservation details, and other information reasonably required for hotel operations.

Such information is collected solely for guest identification, safety and security, compliance with legal obligations, and provision of hotel services. Personal information shall be securely stored and protected against unauthorised access, disclosure, alteration, or destruction using appropriate administrative and technical safeguards. Access to guest information shall be restricted to authorised personnel whose duties require such access.

Guest information will be retained only for as long as reasonably necessary or as required by law, after which it shall be securely destroyed. Relax Eden Garden will not disclose personal information to third parties except where required by law, to investigate or prevent unlawful activity, where disclosure is necessary to provide hotel services, or with the guest's consent.

Guests may request access to, correction of, or deletion of their personal information, subject to applicable legal requirements.

23. Compliance with Laws

All guests are expected to comply with the Constitution of Kenya, all applicable national and county laws, and all lawful directions issued by hotel management during their stay.

24. Compliance with Hotel Rules

Guests are required to observe all additional policies, notices, and operating rules displayed throughout Relax Eden Garden, including those applicable to the restaurant, swimming pool, conference facilities, gardens, and any other hotel amenities. Failure to comply with these policies may result in suspension of hotel services, removal from the premises, or any other lawful action considered necessary by management.

Acceptance of this Policy

By making a reservation, checking in, or using any service or facility provided by Relax Eden Garden, guests acknowledge that they have read, understood, and agreed to comply with this Guest Policy.

Relax Eden Garden reserves the right to review, amend, or update this policy whenever necessary. Any revised version shall become effective immediately upon publication.

This policy shall be interpreted in accordance with the laws of the Republic of Kenya and forms part of the agreement between the guest and Relax Eden Garden.

This Photography and Video Consent Agreement ("Agreement") is entered into between Relax Eden Garden, located in Taveta, Kenya (the "Hotel"), and the undersigned individual (the "Individual").

1. Purpose. The purpose of this Agreement is to obtain the Individual's permission for Relax Eden Garden to capture, store and use photographs and videos for lawful marketing and promotional activities while complying with the Constitution of Kenya, the Data Protection Act, 2019 and other applicable laws.
2. Permission to Use Images and Videos. The Individual voluntarily authorises the Hotel to take photographs and videos during their stay or participation in Hotel activities. These materials may be used on the Hotel's website, social media platforms, brochures, advertisements, presentations, magazines, newspapers and other promotional publications. The Hotel may share such materials with authorised marketing partners where necessary. Appropriate safeguards will be implemented to protect personal data and any data breach will be handled in accordance with applicable law.
3. Intellectual Property. All intellectual property rights in photographs, videos and promotional materials created under this Agreement shall belong exclusively to Relax Eden Garden. The Individual waives any right to review or approve the finished promotional material.
4. Duration. This consent remains valid until withdrawn in writing. Withdrawal shall only affect future use and not materials already published.
5. Protection of Personal Data. The Hotel shall process and store personal data responsibly and in accordance with Kenyan data protection legislation.
6. Appropriate Use. The Hotel will not knowingly use the images in a defamatory, unlawful, obscene or misleading manner.
7. Withdrawal of Consent. The Individual may withdraw consent at any time by providing written notice. The Hotel will stop future use of the images within a reasonable period where practicable.
8. Release of Liability. The Individual releases Relax Eden Garden from claims arising from authorised use of the images except where negligence or unlawful conduct is established.
9. No Compensation. The Individual acknowledges that no payment or royalty shall be due for the authorised use of their image or likeness.
10. Confidentiality. Personal information associated with this Agreement shall be kept confidential except where disclosure is required by law or authorised by the Individual.
11. Governing Law. This Agreement shall be governed by the laws of the Republic of Kenya.
12. Entire Agreement. This document represents the complete agreement between the parties regarding photography and video consent.

Consent Declaration

I confirm that I have read and understood this Agreement and voluntarily consent to the use of my photographs, videos and visual recordings by Relax Eden Garden for the purposes stated above.