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FAQs

Get answers to the most frequently asked questions here!
Find out more information under each respective heading below.

From 8:00AM, 7 days.

Guest Services are available on-site from 8 am daily for all incoming inquiries, reservations, and guest requests in-house.

If you are arriving after hours please contact Sun Glam Hotel direct to arrange after-hours access details which will give you access to your room and amenities.

2:00PM

Our friendly Guest Services team will be in contact 24 hours prior to re-confirm your arrival time. Please contact Sun Glam Hotel directly to advise your ETA. You are most welcome to arrive prior to 2 pm and enjoy our communal lounge, as well as store any luggage until your room is made ready. We will always do our utmost to have your room prepared all be it you wish to check-in before 2 pm however early check-in is not always something we can guarantee.

10:00AM

Our Sun Glam Hotel members whom book directly with us receive a complimentary late check-out until 12:00PM.

For all other guests who may like to take a slow morning to themselves, we do offer late checkout until 12 pm for an additional fee, payable direct on arrival.

We do ask those guests who would like to request a later checkout must visit reception at least 1 day prior to their departure date.

Yes, if you arrive prior to 2 PM and your room is not ready, we are happy to store your luggage safely with our guest services team.

Whilst we will always do our best to ensure your room is freshly prepared for an earlier arrival than 2 pm, we are also most happy to welcome you to our communal coffee lounge whilst you wait for our guaranteed check-in time.

Yes, there is on-site parking available at Sun Glam Hotel.

We accept:

  • MPESA
  • MasterCard
  • Visa
  • American Express
  • Debit Card
  • Cash

All payments made with card, debit or credit, will incur a 1.5% payment processing fee.

Unfortunately, payments for all non-refundable rate plans are taken at the time of booking and therefore are unable to be processed in cash unless the guest is present at the time of booking.

 Refundable and Membership Standard Room Rates

You will be charged the nightly rate for reservations that are cancelled at 2 pm on the day of arrival.
Cancellation is free of charge for guests until 2 pm day of arrival.
Any booking modifications, including date changes and/or full cancellation of your booking made after 2 pm on the day of arrival will be charged the nightly rate.
Any booking modifications requested after check-in are subject to availability and may be applicable to rate variations.
Payment will be taken upon check-in or prior to your arrival if arriving outside of reception operating hours.

Non-Refundable Weekly + Monthly Saver Rate Types.

If you have booked an extended stay Rate Type, non-refundable terms apply, unless it is cancelled within 24 hours after the booking is made.
Cancellations on Non Refundable rate plans may be eligible for a guest house credit valid for 12 months with the property be it the cancellation is made outside of 2 pm on the day of arrival.
Full payment will be taken at the time of booking.
Booking modifications, including date changes, are subject to availability and may see applicable fare differences applied. Extended Rate Plan modifications may be reduced however where a reservation falls below 7 nights, the nightly price per night will apply.
Non-Refundable bookings will be charged in full upon booking confirmation.
Long-term monthly stays will be required to pay a min of 2 weeks upfront, with the weekly rate payable on the same day each week thereafter.
This is to ensure we are always working 1 week ahead of stay.
Weekly and Monthly Saver Stays are non-refundable and cannot be split; these long-term price benefits are for consecutive nights only and cannot be used to allocate a nightly costing for extended bookings of lesser than 7 or 28 days.

No Show Policy

Failure to arrive at the property on the booked check-in date will be treated as a no-show and the remainder of the booking will be cancelled. If you have booked a rate eligible for a refund, you will incur a charge for those nights which fall within 24 hours of cancellation.

If you have booked any of the Non-Refundable Rates you will be charged the full cost of the booking.

Booking Modifications

For bookings made on all rate plans, modifications are subject to availability and any applicable charges. If a date change is possible, the originally booked nightly rate may be subject to change and a higher rate may apply.
The difference between fares may be required in confirming such changes.

Group Reservations of 3 rooms or more

We require a 25% deposit at the time of the booking to hold the rooms.
This will be taken at time of booking confirmation.
A further 50% is required 30 days prior to arrival.
The balance of 25% is payable 7 days prior to arrival. If the booking is cancelled after the first payment and before the 2nd payment a cancellation fee applies. If the booking is cancelled after the 2nd payment the 25% initial deposit is non-refundable.
After the final payment is made there are to be no changes or refunds. We are happy to work with guests on minor booking modifications prior to 7 days before the arrival date, availability dependent and in line with cancellation terms.

Direct, with us – of course!

Our friendly Guest Services team would love to assist in booking your holiday and will happily beat any legitimate advertised price found elsewhere.

We also encourage all guests to claim our Loyalty Membership Code via our website or quote it to our friendly Guest Services team when making your booking over the phone or via email.

By entering this Promo Code you will instantly become a Loyalty Member and receive not only an exclusively lower price on all standard rate plans but also other great benefits such as complimentary late checkout until 12 pm!

In light of the most recent COVID19 outbreak, The Sun Glam Hotel has reviewed our daily housekeeping schedule in reducing the frequency in which staff and additional parties may need to enter and exit guest rooms.

You can rest assured that our friendly Guest Services team is on-site daily, and working hard to ensure all communal areas are sanitized daily. They too are on call to ensure the provision of fresh linen and additional amenities, regularly checking on all in-house guests.

If your stay exceeds 4 nights a full linen change is provided during your time with us.

Weekly and Monthly stay long-term guests benefit from hugely reduced rates of stay and with this, are asked to ensure regular upkeep of their room and facilities.

The Sun Glam Hotel will continue to monitor and review the current circumstance of the country and follow strict advice from the Ministry of Health regulations to ensure we continue to provide a seamless service with the safest of practices in mind.

Yes, we offer complimentary fast wireless internet (Fiber connected) for all guests in house.

Wifi connection details will be provided at check-in by our friendly guest services team, or are found clearly listed on your room key holder.

No. Access to the five floors of the property is via our main lobby staircase only.

Our friendly (…and fit!) Guest Services team are on site daily 8am – 5pm to assist in the movement of luggage for all our guests, where physically possible.

Yes, there are many shopping locations nearby.

Our friendly Guest Services team will happily point you in the right direction plus give you their top advice on the local scene in Machakos County.