Last updated: 26 June 2026
These terms apply to you as a guest making a booking through an Arrive-powered booking page. By completing a reservation you agree to these terms. Please read them before you book.
Your booking is a direct contract between you and the host who owns the listed property. Arrive (Kerry Lotee, trading as Arrive) provides the booking technology only — we are not a party to the accommodation contract and are not responsible for the property, its condition, or the host’s obligations to you.
When you submit a booking request and complete the deposit payment through Paystack, a confirmed reservation is created. You will receive a booking confirmation email at the address you provided.
The deposit amount shown at the time of booking is the only amount charged through Arrive. The remaining balance is paid directly to the host at check-in, in the manner agreed with the host.
A booking is confirmed only once you have received the confirmation email and your Paystack payment has been processed successfully.
Deposits are processed by Paystack. Arrive does not store your card details. Once a deposit is paid it is held by Paystack and remitted to the host according to Paystack’s settlement schedule — Arrive does not hold your funds at any point.
The deposit is denominated in Kenyan Shillings (KES). If your card is issued in another currency, your card issuer’s exchange rate and any foreign-transaction fees apply.
Each host sets their own cancellation policy, which is displayed on the listing page before you book. By completing your booking you agree to that policy.
Arrive does not process refunds directly. If you are entitled to a refund under the host’s policy, the host is responsible for issuing it. Contact the host first for any cancellation request.
If you cannot reach the host or the host refuses a refund you believe you are entitled to, contact Arrive at hello@arrive.co.ke and we will assist in mediating the dispute in good faith.
When you stay at a property booked through Arrive you agree to:
You are liable to the host for any damage caused to the property beyond fair wear and tear during your stay.
The host is responsible for ensuring the property: (a) matches the description and photos on the listing; (b) is clean, safe, and fit for habitation; (c) is accessible at the agreed check-in time; and (d) complies with all applicable Kenyan health, safety, and licensing requirements.
If the property is materially different from the listing, please document the discrepancy on arrival and contact the host immediately. If not resolved, contact Arrive.
Arrive provides technology to connect guests and hosts. Arrive does not own, inspect, verify, or guarantee the quality of any listed property. Arrive’s liability to you as a guest is limited to the reasonable direct costs of alternative accommodation for one night in the event that Arrive itself (not the host) causes your booking to fail through a platform error.
Arrive is not liable for: cancellations by the host; property damage; personal injury at the property; theft; or any consequential losses arising from a booking.
When you book, your name, email, and phone number are shared with the host as the data controller for your booking. Arrive processes this data on the host’s behalf. Please see our Privacy Policy for full details of how your data is used, stored, and protected.
After your stay you may receive an email inviting you to leave a review. Reviews are voluntary. By submitting a review you grant Arrive and the host a non-exclusive, royalty-free licence to display it publicly. Reviews must be truthful and must not contain defamatory, discriminatory, or unlawful content.
These terms are governed by the laws of Kenya. Any dispute between you and Arrive will be subject to the jurisdiction of the Kenyan courts.
Guest support: hello@arrive.co.ke