#SerenaHotels publish new cancellation and deposit policies

(Posted 08th February 2022)

Serena Hotels recognizes that whilst the current uncertain climate remains and continues to have impact on travel, there also continues to be development with management of the Covid -19 pandemic that is enabling potential clients to make travel commitments.

In response to the continued developments with the pandemic, Serena Hotels will continue to invest heavily in Health & Safety, thus providing all our guests with confidence and peace of mind during their stay at our properties.

We remain committed to exercising flexibility as best as we can in respect of booking terms and conditions in 2022, by accommodating requests for waiver of cancellation charges, consideration on deposits/payments or postponement of travel, all in a bid to encourage bookings.

We have thus reviewed our current cancellation and deposit policies as below:

High and Low Seasons:

1st February 2022 to 30th June 2022
Serena Hotels will not raise any cancellation charges except for the below: –
For bookings cancelled within 7 days of arrival at the respective property, a cancellation fee of 25% will be levied.

Peak Season:

1st July 2022 to 31st October 2022.
For the sake of gainful management of reservations for mutual benefit, it is our wish that we have close collaboration with our business suppliers in order to ensure we have regular updates on sales and notice of any intended cancellations or deferment. This will enable us manage a reduced release period and more important manage any new booking requests more efficiently. To manage this season, our cancellation policy is as below:

Any booking cancelled between 15 – 21 days of arrival – 50% cancellation fees will apply
Bookings cancelled within 14 days of arrival – 100% cancellation charge will be levied.

Group bookings

All group bookings will be managed in accordance to special terms & conditions agreed upon at the time of booking.

Shoulder Season: 1st November 2022 to 22nd December 2022
Peak Season: 23rd December 2022 to 1st January 2023

We shall advise in due course.

Prepayment accounts

A 30% mandatory deposit based on total value of the respective bookings will be payable 35 days before arrival.
An additional 25% deposit will be required at least 21 days before arrival and balance of payment to be paid strictly 7 days before arrival.


We will hold credit for all deposits/payments for any deferred bookings and the credit can be transferred to another booking or held for future use.
In case of a refund being requested, 80% of the paid amount will be refunded.

Online cancellation policy:

City Hotels :
Cancel your reservation at least 24 hours prior to arrival, else 100% of one night applies.

Polana Serena Hotel / Goma Serena Hotel:
Cancel your reservation at least 48 hours prior to arrival, else 100% of one night charge applies.

Safari Lodges & Camps:
All Reservations must be canceled 3 days prior to arrival date to avoid one night fee charge including taxes. No shows require a 1-night charge including taxes.

Serena Beach Resort & Spa & Lake Kivu Serena Hotel:
Cancel your reservation at least 48 hours prior to arrival, else 100% of one night applies.

Lake Victoria Serena Golf Resort & Spa / Zanzibar Serena Hotel:
Cancel your reservation at least 24 hours prior to arrival, else 100% of one night applies.

Arusha Serena Hotel :
Cancel your reservation at least 72 hours prior to arrival, else 100% of one night applies.

We thank you for your support and rest assured of our continued commitment to work closely with you during this period.

No show policy applies


Tourism Promotion Services (TPS), Serena Hotels Serena Hotels offers quality accommodation in a collection of 22 up-market hotels, safari lodges, camps and resorts within 6 countries in the Eastern Africa region (Kenya, Tanzania, Zanzibar, Uganda, Rwanda , Mozambique and Democratic Republic of Congo) and 11 properties in Asia (Afghanistan, Pakistan and Tajikistan). These properties are strategically located to offer exciting circuits for guests in some of the most exquisite and prime locations in Eastern Africa and Asia. With a focus on product, service standards and guest satisfaction, Serena Hotels continues in its quest to be the hotel of choice for the discerning traveler providing guests with quality accommodation, conference and holiday solutions.

Serena takes pride in the level of personal care and warmth of welcome that it extends to its guests.

Each Serena property is designed to complement its environment, while nurturing the landscape,

culture and community that surrounds it. The Serena Group leads the industry in East African eco-awareness and eco-policy implementation.

Contact Information:

For more information,
Serena Hotels at: Tel
+254 20 / 2842333 or +254 732 123333 or +254 709 998333

Your comments are welcome and will receive a response in due course.

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