How the deposit works
This agreement is signed before check-in. Keys are not handed over without a signature.
1. Amount. The deposit equals the price of one night at the booked apartment. It is paid with the stay, by mobile money, bank transfer or cash against a receipt.
2. What it covers. Minibar drinks consumed (water is free), damage, breakage and missing items found at the check-out inventory, and extra cleaning if the apartment is left in an unusual state.
3. Check-in inventory. On arrival, a STAY agent and the guest check the equipment, the condition of the apartment and the minibar together. With photos, a copy is sent to the guest. The guest has 2 hours to report any issue not recorded.
4. Check-out inventory. At check-out, the agent counts the drinks consumed and notes any damage, in the guest’s presence where possible. The result is sent to the guest.
5. Refund. After the inventory is checked, the deposit minus any deductions is refunded within 72 hours by mobile money (M-Pesa, Orange Money, Airtel Money) or bank transfer, as the guest chooses. Deductions are detailed in writing.
Cash payment. The stay and the deposit can be paid in cash against a receipt. The deposit, however, is refunded only electronically (mobile money or bank transfer), for traceability.
6. Excess. If deductions exceed the deposit, the guest pays the difference within 7 days.
7. Disputes. The guest may dispute a deduction in writing within 48 hours. STAY replies within 5 days, based on the photos and both inventories.
8. Times. Check-in from 2 pm, check-out before 11 am.
9. Absence du client. Si le client ne se présente pas, l’équipe peut enregistrer une absence après la fin prévue du séjour. Cette mention ne déclenche pas de frais ni de retenue automatique. Toute éventuelle règle de frais devra être communiquée clairement avant confirmation et validée selon les conditions applicables.