Bookings and payments
Refund and Cancellation Policy
Last updated: May 30, 2026
Room Reservation Cancellations
Guests should contact the hotel as soon as possible to cancel or change a booking. Refund eligibility depends on the notice given, booking type, season, event dates, and any special rate conditions agreed at confirmation.
Booking Deposits
Deposits secure room or event availability. A deposit may be refundable, partially refundable, or non-refundable depending on the booking agreement and cancellation timing confirmed by the hotel.
Payment Refunds
Approved refunds for Pesapal payments are processed through the appropriate payment channel where possible. Bank, card, Mobile Money, or Pesapal processing times may vary and are outside the direct control of the hotel.
No-Show and Late Cancellation
No-show bookings or cancellations made too close to the arrival or event date may lose the deposit or attract a cancellation charge.
Events and Group Bookings
Conference, wedding, party, and group bookings may require separate written terms, staged deposits, menu commitments, or cancellation deadlines.
How to Request a Refund
Email tropicalgardenshotel@gmail.com or call 0782460683 with your name, booking date, payment reference, phone number, and reason for cancellation.