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We understand that plans can change. You may cancel your reservation up to 24 hours before your scheduled arrival.

If we have already made special arrangements for you (for example, airport transfers, event setup, or bespoke preparations), a small facilitation fee may apply to cover those confirmed costs. Where no advance arrangements have been made, you will receive a 100% refund of any accommodation payments made.

For group bookings or events, specific cancellation terms may be outlined in your confirmation and will take precedence.

We accept a wide range of payment methods for your convenience:

• M-Pesa and Airtel Money
• Major debit and credit cards
• Cash payments at the hotel
• Direct bank transfers (on request)

A valid payment method is required to guarantee your booking. For some reservations or special offers, a deposit or full prepayment may be requested and will be clearly indicated at the time of booking.

Our standard check-in is in the afternoon and check-out is in the morning. Exact times will be shared in your booking confirmation, and our team is always happy to clarify or assist.

Early check-in or late check-out may be arranged subject to availability and may attract a small additional charge. If you are arriving late in the evening or at night, please let us know in advance so we can prepare accordingly.

On departure, we kindly ask that you return your room key and settle any outstanding bills at the reception.

Hidden Hills is committed to welcoming all guests. We provide step-free access to key areas of the hotel and can accommodate guests with reduced mobility.

Our team is available to assist with luggage, room access, and movement around the property. If you have specific accessibility needs, please share them with us before arrival so we can make the necessary arrangements.

For detailed accessibility information about rooms and common areas, kindly contact our reservations team.