top of page

Booking Terms and Conditions

1. Preamble

The following booking Terms and Conditions form the basis of your booking with Traveller's StaY ("we", "us" and "our"). Please read them carefully as they set out our respective rights and obligations. By confirming your booking, we are entitled to assume that you have had the opportunity to read and have read these booking conditions and agreed to them.

These Terms and Conditions only apply to the accommodation and service arrangements which you book with us and which we agree to execute, provide or perform (as applicable) as part of our agreement with you.

2. Making a booking

For a booking to be effective and binding, it must be officially channeled through any of Traveller's StaY selling channels. Bookings are confirmed upon payment of a deposit fee. This deposit or part of it is only refundable based on the "Cancellations and cancellation fee" provisions in this document. The deposit forms part of a customer’s quoted amount. The remaining is paid days before arrival or on arrival. If we do not receive the final payment before or upon arrival,  we reserve the right to cancel the reservation. In the case of billing errors, we reserve the right to re-invoice with correct pricing.

3. Cancellations and cancellation fees

Traveller's StaY accepts free Cancellation up to three days prior to the communicated arrival time and date. In case of refund, the customer is fully refunded the portion of the money destined for Traveller's StaY but incurs all prior and current bank transfer fees and charges. When opted, the customer can use the funds for any of our services. 

Cancellations must be advised to Traveller's StaY in writing via email to or Via WhatsApp

Third party service cancellation: With bookings involving third parties, the cancellation fee will be determined by the cancellation policies of the involved third party entities. For transparency, the cancellation communications with the involved third party entities will be shared with the guest.

4. Insurance

Traveller's StaY recommends insurance to cover cancellation charges, accident and baggage loss. Traveller's StaY accepts no responsibility for damage or loss of baggage or other personal property.

5. Non-refunds for unused services

No refunds will be made for unused booked services once booking arrangements have commenced.

6. Service inquiries after the stay

If, after check-out, you wish to inquire about any services provided, please ensure that all correspondence relating to those services is received within 30 days after the check-out date.

7. Passports and visas

A valid passport and visa are required of all foreign guests. Rwandans need a National ID card for identification. 

8. Health requirements

Customers on our services are supposed to be fit health wise.

9. Travellers who need special assistance

Any disability requiring special attention must be reported to Traveller's StaY at the time of booking. Traveller's StaY will make reasonable efforts to accommodate the special needs of disabled guests but is not responsible for any denial of services, or non-provision by other independent suppliers, nor any additional expenses incurred. Some places and facilities are not equipped with wheelchair ramps and other facilities for the physically challenged. We regret we cannot provide individual assistance to a guest for walking, dining, getting on/off transportation vehicles, or other personal needs. Travellers who need assistance must be accompanied by a qualified and physically able companion.

10. Accommodations and rates

Our guests are accommodated in the booked category of room. Rates change at the discretion of Traveller's StaY.

11. Meals and drinks

Meals and drinks are based on the applicable food menu. 

12. Smoking

Smoking is not allowed in rooms. For smoking freedom, you need to request a smiking zone. 

13. National public holidays

During local or national holidays, certain activities may be limited or not available. Alternatives will be offered whenever possible.

14. Photographs and maps

Photographs show the current state of the subjects at the time of shooting. Pictures and maps shown on the Web pages are for general information and may not accurately reflect the current. 

15. Safety

Please be aware that during your stay, some risks and dangers may arise beyond our control including, but not limited to different hazards, the forces of nature, political unrest and accident or illness. Traveller's StaY will not have liability regarding provision of medical care or the adequacy of any care that may be rendered. It is understood that Traveller's StaY will use its best efforts to ensure that adequate measures are taken.

16. Responsibility

Traveller's Stay and/or its agents act only in the capacity of agent for the passengers in all matters pertaining to the stay. They shall not be liable for any injury, damage or loss caused by neglect or default of any company or person engaged in the stay service or any hotel proprietor or other person supplying services or material in connection with the stay. Traveller's StaY reserves the right to withdraw a stay, refuse to accept or retain any person as a member of the stay at any time, or to make changes in the published programme, whenever in our sole judgment we deem it necessary for the comfort, convenience or safety of the passengers. All prices are based on tariffs in effect at the same time of publication of these Terms and Conditions and are subject to reconfirmation at the time of booking. Refunds for any portion of the stay not taken will be made by the operator on the cancelled portion, less the expenses incurred in the handling. Traveller's StaY shall be released from any liability under the guarantee to such a participant who does not file a timely claim.

DISCLAIMER: These Terms and conditions are subject to change without notice.

Cancellation and cancellation fees
bottom of page