Terms &
Conditions.

A reservation is held provisionally until the deposit is received. The 30% deposit must reach us within 7 days of the booking being made — or before arrival, if arrival falls within that period, whichever is sooner. Until the deposit is received and we have issued written confirmation, the booking is not confirmed and the dates are not guaranteed. If the deposit is not received within this window, we reserve the right to release the dates and cancel the provisional booking, with no liability on our part.

Some bookings made through online travel agents are placed on a “pay on arrival” or “settle at property” basis. Such reservations are provisional only. Our reservations team will contact you to arrange the 30% deposit required to confirm the stay, and this deposit must be settled within 7 days of that request. If the deposit is not received within this window, the booking is not confirmed, and we reserve the right to cancel it and release the dates. Where a booking is cancelled for non-payment of the deposit, Ilora Retreats bears no liability and no compensation of any kind is due.

For bookings made within 45 days of arrival, the full balance is due at the time of booking, or before arrival, whichever is sooner.

Date changes within the same season are permitted without charge if notified more than 30 days before check-in. Rescheduling to a different season is subject to any applicable rate difference. Changes requested within 30 days of check-in are treated as cancellations. Cancellation and reschedule benefits are not transferable to other guests — the original guest must travel.

Safari guides are accommodated in our en-suite guide tents at their own cost of KSH 1,500 per night, payable directly on arrival. Guides are served in the guide mess. A supplement of $20 per meal applies for guides dining in the main dining area with guests.

Comprehensive travel insurance is a mandatory condition of your stay, and obtaining it is your responsibility. Every guest must travel with insurance covering, at minimum: emergency medical treatment and evacuation, repatriation, personal accident, and trip cancellation and curtailment. Because the camp is remote, we strongly recommend that your policy specifically includes emergency air evacuation from within Kenya. Ilora Retreats is far from hospitals and the cost of a medical evacuation is significant; that cost, and any other loss that adequate insurance would have covered, is your responsibility. If you choose to travel without adequate insurance, you do so entirely at your own risk and expense, and Ilora Retreats accepts no responsibility for any resulting cost or loss.

You must tell us, in writing and before arrival, of any medical condition, allergy (including food allergies), dietary requirement, mobility limitation, pregnancy, or anything else that may affect your stay, your safety, or our ability to care for you. We will make every reasonable effort to accommodate needs disclosed in advance. We cannot, however, be responsible for consequences arising from conditions or requirements that were not disclosed to us in time to act on them. Please note that in a remote bush kitchen, some ingredients and the risk of cross-contamination cannot be entirely excluded.

Ilora Retreats is an unfenced camp inside a national reserve. Wild animals — including large and dangerous animals — move freely through and around the camp at all hours. By booking, and by staying with us, you acknowledge and voluntarily accept the inherent and obvious risks of being in a wild, natural environment. These include, without limitation: injury, loss of limb, or loss of life caused by wild animals; and injury, loss, or damage caused by natural events such as flood, fire, storm, falling trees or branches, and uneven ground — that is, acts of God or nature. You choose to be here, and you accept these risks knowingly and willingly.

Your safety depends on following camp rules and staff instructions at all times. In particular, you must: stay within the camp and its designated guest areas; keep to the paved or marked walkways and not walk on the grass, bush, or unpaved ground; never walk unaccompanied after dark — you must call for, and wait for, a staff escort to move between your tent and the communal areas at night; not approach, feed, or attempt to touch wildlife, and not leave a vehicle on a game drive except where your guide expressly permits it; and follow all safety briefings, signage, and instructions given by our guides and staff. Failure to follow these rules is at your own risk and may reduce or remove any claim against us.

To the fullest extent permitted by the laws of Kenya, you release Ilora Retreats Limited, together with its owners, directors, employees and agents, from liability for — and you agree to indemnify and hold them harmless against — any death, personal injury, loss, or damage suffered by you or any member of your party that arises from the inherent risks of a wild environment described above, including the behaviour of wild animals, flood, fire, storm, and other acts of God or nature, except to the extent that such death, injury, loss or damage is caused by our own negligence or wilful default. Every guest — and the parent or guardian of any guest under 18 — will be asked to sign an acknowledgement of risk and indemnity on arrival. Nothing in these terms excludes or limits any liability that cannot lawfully be excluded or limited under the laws of Kenya.

If, for any reason, we are unable to honour the accommodation you have reserved, our liability to you is limited to a refund of the room rent actually charged for the affected night or nights. We are not liable for any further, indirect, or consequential cost arising from this — including flights, transfers, or any other arrangement made independently of Ilora Retreats. Where the booking was made through a travel agent or tour operator, any such refund is made to that agent or operator, in line with the original payment route, and not directly to the guest.

Shared facilities such as the swimming pool, gym, spa, photo lounge, sky deck, and similar amenities are offered as part of the wider Ilora experience and may occasionally be unavailable due to maintenance, weather, wildlife activity, or other operational reasons. The temporary unavailability of one or more of these facilities during your stay is not, on its own, grounds for a full or partial refund, provided the core accommodation and board (meals) services have been delivered.