Oakwood Hotel

General Cancellation & Refund Guidelines

• Varying Terms: Cancellation policies depend strictly on the specific rate plan, package, or promotional tier selected at the time of booking. [1]

• Standard Direct vs. Third-Party Rules:
  • For some general bookings, cancellations must be made at least 48 hours before the date of arrival to avoid penalties, though this can vary by property (such as La Mada Hotel or Fig Tree Camp).
  • Late cancellations may incur a partial charge (such as 25% of the stay), while no-shows are typically charged 100% of the total booking. [1]

• Refundable vs. Non-Refundable Rates: Certain promotional or discounted rates are non-refundable, while flexible rates allow free cancellation up to a specified window before check-in. [1, 2]

• Confirmation Requirement: Cancellations and changes should always be verified in writing or via confirmation email directly with the property or booking platform. [1]

Contact for Specific Booking Inquiries

If you need to cancel a current reservation or verify the exact policy for your specific dates and property, reach out through the The Mada Hotels Contact Us Page or review your individual booking confirmation voucher. [1]

To help you find the exact terms, could you tell me:

• Which Mada Hotels property you booked (e.g., La Mada Hotel Nairobi, Fig Tree Camp Maasai Mara)?
• Did you book directly on their official website or through a third-party site like Expedia or Booking.com?

Check-In & Check-Out

• Standard Check-In: Varies by property (typically from 12:00 PM to 2:00 PM; for instance, from 12:00 PM at Hotel La Mada or 2:00 PM under general brand terms).

• Standard Check-Out: Between 10:00 AM and 12:00 PM depending on the specific lodge or hotel property.

• Minimum Age: The minimum age to check in is typically 18 years old. [1, 2]

Booking & Payment

• Confirmations: Bookings are subject to availability and are only confirmed upon receiving a confirmation email from The Mada Hotels. [1]

• Payment Methods: Major credit cards (such as Visa, MasterCard, and American Express) and bank transfers are accepted. Some properties or booking channels may have specific restrictions regarding cash or debit cards. [1, 2]

• Deposits & Guarantees: Reservations often require a valid credit card guarantee or a deposit (such as 1 night's stay depending on the specific rate or property). [1]

Cancellations & Refunds

• Cancellation and refund rules vary depending on the specific rate plan, package, season, or promotion booked.

• For certain properties like La Mada, standard cancellations require notice prior to arrival (e.g., 48 hours ahead), with late cancellations or no-shows incurring partial or full stay charges. [1, 2]

General Policies

• Pets: Pets and service animals are generally not allowed at properties

• Identification: Government-issued photo identification and a valid card or deposit are typically required at check-in. [1]

General Policy Details

• Infants (0–2 years): Typically stay for free when using existing bedding, though cots/cribs may be subject to availability and potential extra charges. [1, 2]

• Children (3+ years / older): Policies, extra bed fees, or meal supplements vary depending on the specific property (such as city hotels like Hotel La Mada or safari camps like Fig Tree Camp and Kilima Safari Camp) and the rate plan booked. [1, 2]