Got questions? We’ve got answers. Here’s everything you need to know about staying with us in Kilimani, Nairobi.

📍 Location & Transport

Q: Where exactly is Havenly Stays located?

A: We are in the heart of Kilimani, Nairobi – a safe, vibrant neighborhood. We are within walking distance of a major mall, supermarkets, and many restaurants. The exact address is provided upon booking.

Q: Is it easy to get around from Havenly Stays?

A: Yes. Uber, Bolt, and local matatus are readily available. We are minutes from the CBD, Westlands, and major highways. Airport transfers can be arranged upon request.

Q: Is there parking available?

A: Yes, we offer secure, free on-site parking for guests (subject to availability).

🏡 Accommodation & Amenities

Q: What types of rooms do you have? 

A: We offer three suite types:  

Studio Suite – $37  /night (1–2 guests)  

One-Bedroom Apartment -$ 50 night (1–3 guests)  

Two-Bedroom Apartment – $60 night (1–5 guests)

Q: Do you have a backup generator?  

A: Absolutely. Nairobi can experience power interruptions, but we have a dedicated backup generator that keeps lights, Wi-Fi, fans, and sockets running smoothly.

Q: Is Wi-Fi available? 

A: Yes. High-speed fiber optic Wi-Fi is free in all units and common areas.

Q: Is hot water available 24/7?

A: Yes, each apartment has its own water heater with consistent hot water.

Q: Do you provide towels and bed linen? 

A: Yes. Fresh, hotel-quality towels and linen are provided at check-in. For stays longer than 7 nights, we offer optional mid-stay cleaning (additional fee).

🔒 Safety & Security

Q: Is the property secure?

A: Very secure. We are located in a gated compound with 24/7 CCTV surveillance and on-site security personnel. Our guests’ safety is our top priority.

Q: Are the rooms safe for solo travelers?

A: Yes. Many solo travelers – including women – stay with us. The secure compound, well-lit corridors, and responsive host team provide peace of mind.

💳 Payments & Pricing

Q: What payment methods do you accept?  

A: We offer flexible payment options for direct bookings:  

- M-Pesa  (Paybill number provided upon booking)  

- Card (Visa, Mastercard via secure payment link)  

- Bank transfer  (Kenyan or international)  

- Cash (Kenyan Shillings – exact amount, please)  

For bookings made via Airbnb, payments follow Airbnb’s platform policies.

Q: Do you require a deposit? 

A: For direct bookings, a 50% deposit is required to confirm your reservation. The balance is due at check-in. Long-term stays may require a refundable security deposit.

Q: Is there a discount for long stays? 

A: Yes. For stays of 7 nights or more, please contact us directly for a customized quote.

Q: Are there any hidden fees? 

A: No. The price you see is the price you pay. No cleaning fees, service fees, or surprise charges for direct bookings.

📅 Booking & Cancellation

Q: How do I book directly? 

A: You can book via:  

- Our website contact form  

- WhatsApp or phone call  

- Email  

We will confirm availability and send payment instructions.

Q: What is your cancellation policy? 

A: For direct bookings:  

- 7+ days before check-in  → Full refund (minus processing fees)  

- 3–6 days before check-in → 50% refund  

- Less than 48 hours or no-show→ No refund  

See our full Refund & Cancellation Policy on this website.

Q: Can I change my booking dates?  

A: Yes, subject to availability. A $ 10 administrative fee applies if changes are made less than 7 days before arrival.

🍽️ Nearby Amenities

Q: Are there restaurants nearby?  

A: Yes. Several restaurants and cafes are within a 2-minute walk including local Kenyan cuisine, international options, and fast food.

Q: Is there a supermarket or mall close by?  

A: Yes. A major mall with a supermarket, shops, and banking services is just a short walk from our door.

Q: Can I cook my own meals? 

A: All our suites have a kitchen or kitchenette with a fridge, microwave, kettle, and cooktop (full stove in one- and two-bedroom units). Basic utensils and cookware are provided.

 👨‍👩‍👧 Guest Policies

Q: Are children allowed?  

A: Yes. Children are welcome. The two-bedroom apartment is especially family-friendly.

Q: Are pets allowed? 

A: Unfortunately, pets are not allowed.

Q: Is smoking allowed?  

A: Smoking is strictly prohibited inside the apartments. A designated outdoor smoking area is available.

Q: What time is check-in and check-out? 

A: Standard check-in is 12:30 PM and check-out is  11:00 AM . Early check-in or late check-out may be available upon request (subject to availability and a small fee).

 📞 Contact & Support

Q: How do I reach the host during my stay?  

A: You will be given a direct phone number and WhatsApp contact upon check-in. We are available 24/7 for emergencies.

Q: Do you offer airport pickup?

A: Yes. We can arrange a driver to pick you up from Jomo Kenyatta International Airport (JKIA) or Wilson Airport for $40 one way. Please request this at least 24 hours in advance.

Q: What if I need to cancel last minute due to an emergency? 

A: Please contact us immediately. While our standard policy applies, we may offer a credit voucher for future stays in genuine emergencies (e.g., serious illness, travel ban).

❓ Still have a question?

We’re happy to help. Reach out to us:

📧 [Insert Email Address]  

📞 [Insert Phone Number / WhatsApp]  

📍 Kilimani, Nairobi, Kenya