Last Updated: January 28, 2025

1. GENERAL INFORMATION

1.1 Company Details

Business Name: AMAHORO Apartments Operating Company: EPR Investment Company Ltd Registration: 120318751 Address:KK 515 St, Kigali, Rwanda Email: info@amahoroapartments.com Phone: +250 791 944 602 Website: https://amahoroapartments.com

1.2 License and Compliance

AMAHORO Apartments operates under:

  • Rwanda Development Board tourism license
  • Rwanda Revenue Authority tax registration
  • City of Kigali business permit
  • All applicable Rwanda hospitality regulations

2. BOOKING TERMS AND CONDITIONS

2.1 Reservation Process

Booking Confirmation:

  • Reservations are confirmed upon receipt of required deposit
  • Confirmation email contains booking details and policies
  • Changes to confirmed bookings subject to availability and fees

Payment Requirements:

  • Deposit: 50% of total accommodation cost
  • Balance: Due 7 days before arrival or at check-in
  • Accepted payment methods: Credit cards, bank transfer, cash

Booking Guarantee:

  • Credit card required to guarantee reservation
  • No-show charges apply for unreported non-arrival
  • Rooms held until 6:00 PM unless guaranteed

2.2 Rates and Pricing

Rate Inclusions:

  • Accommodation in selected apartment
  • Daily housekeeping service
  • High-speed WiFi internet
  • Basic utilities (electricity, water)
  • 24/7 security services

Rate Exclusions:

  • Meals (unless specified)
  • Transportation services
  • Laundry services
  • Telephone charges
  • Tourism taxes or local fees

Pricing Policy:

  • Rates quoted in USD unless otherwise specified
  • Prices subject to change without notice for future bookings
  • Special rates and packages have specific terms
  • Group bookings (5+ rooms) subject to special terms

3. CHECK-IN AND CHECK-OUT

3.1 Check-In Policy

Standard Check-In: 3:00 PM Early Check-In:

  • Subject to availability
  • 6:00 AM – 12:00 PM: 50% of nightly rate
  • Before 6:00 AM: 100% of nightly rate

Check-In Requirements:

  • Valid passport or government-issued ID
  • Credit card for incidental charges
  • Completed registration form
  • Vaccination certificate (if required)

3.2 Check-Out Policy

Standard Check-Out: 11:00 AM Late Check-Out:

  • Subject to availability and charges
  • 11:00 AM – 6:00 PM: 50% of nightly rate
  • After 6:00 PM: 100% of nightly rate

Express Check-Out:

  • Available for guests with credit card on file
  • Final bill emailed within 24 hours
  • Disputes must be reported within 7 days

4. CANCELLATION AND MODIFICATION

4.1 Cancellation Policy

Standard Cancellation Terms:

  • 7+ days before arrival: Full refund minus 10% processing fee
  • 3-6 days before arrival: 50% refund
  • 0-2 days before arrival: No refund
  • No-show: Full charge applies

Peak Season Cancellation (December 20 – January 10):

  • 14+ days before arrival: 75% refund
  • 7-13 days before arrival: 50% refund
  • 0-6 days before arrival: No refund

Special Event Periods:

  • Events like Kwita Izina, CHOGM: 30-day cancellation policy
  • No refund for cancellations within 30 days
  • Specific terms communicated at booking

4.2 Modification Policy

Permitted Changes:

  • Date changes subject to availability and rate differences
  • Apartment type changes subject to availability
  • Additional services can be added

Change Fees:

  • Date changes: $50 USD processing fee
  • No-charge changes: 7+ days before arrival (once per booking)
  • Reduced stays: Cancellation policy applies to shortened period

5. GUEST RESPONSIBILITIES AND CONDUCT

5.1 Guest Obligations

Identification Requirements:

  • Valid government-issued photo ID required
  • Passport mandatory for international guests
  • Additional guests must be registered

Apartment Care:

  • Report damages immediately
  • Use facilities responsibly
  • Follow safety instructions
  • Respect apartment furnishings and equipment

Noise and Disturbance:

  • Quiet hours: 10:00 PM – 6:00 AM
  • Respect other guests and neighbors
  • Excessive noise may result in eviction

5.2 Prohibited Activities

Strictly Forbidden:

  • Smoking in apartments (designated areas only)
  • Illegal drug use or possession
  • Excessive alcohol consumption causing disturbance
  • Bringing unauthorized guests
  • Commercial activities without permission
  • Weapons or dangerous items
  • Damage to property

Consequences:

  • Immediate eviction without refund
  • Additional charges for damages
  • Legal action if necessary
  • Reporting to authorities as required

6. APARTMENT FACILITIES AND SERVICES

6.1 Apartment Features

Standard Inclusions:

  • 2 bedrooms with premium bedding
  • 2 bathrooms with modern fixtures
  • Fully equipped kitchen with appliances
  • Living area with entertainment system
  • Private balcony (where applicable)
  • Air conditioning and heating
  • Safety deposit box

Kitchen Equipment:

  • Refrigerator and freezer
  • Microwave and oven
  • Stovetop and dishwasher
  • Coffee maker and kettle
  • Complete cookware and utensils
  • Dining service for 4-6 people

6.2 Building Amenities

24/7 Services:

  • Front desk and concierge
  • Security personnel
  • Emergency maintenance
  • Guest assistance

Additional Services:

  • Housekeeping (daily)
  • Laundry service (on request)
  • Transportation assistance
  • Tour booking assistance
  • Restaurant recommendations

7. PAYMENT TERMS

7.1 Payment Methods

Accepted Payments:

  • Major credit cards (Visa, MasterCard, American Express)
  • Bank wire transfers
  • Cash (USD, RWF)
  • Mobile money (MTN, Airtel)

Payment Security:

  • PCI DSS compliant processing
  • Secure SSL encryption
  • No storage of complete card details
  • Fraud protection measures

7.2 Additional Charges

Incidental Charges:

  • Damage to apartment or contents
  • Extra cleaning required
  • Lost key replacement: $50 USD
  • Smoking violations: $200 USD
  • Additional utilities for extended use

Service Charges:

  • Late payment fee: 2% per month
  • Currency conversion at prevailing rates
  • Bank charges for international transfers
  • Credit card processing fees (if applicable)

8. LIABILITY AND INSURANCE

8.1 Limitation of Liability

Property Liability:

  • AMAHORO Apartments maintains comprehensive insurance
  • Liability limited to direct damages only
  • Not liable for indirect, consequential, or punitive damages
  • Maximum liability: Total amount paid for accommodation

Guest Property:

  • Guests responsible for personal belongings
  • Safety deposit boxes available for valuables
  • Not liable for theft, loss, or damage to guest property
  • Recommend travel insurance for comprehensive coverage

8.2 Force Majeure

Unforeseeable Events:

  • Natural disasters, pandemics, civil unrest
  • Government actions or regulations
  • Utility failures beyond our control
  • Transportation disruptions

Force Majeure Remedies:

  • No liability for delays or cancellations
  • Refund or reschedule at our discretion
  • Travel insurance recommended for coverage
  • Emergency assistance provided when possible

9. PRIVACY AND DATA PROTECTION

9.1 Information Collection

Required Information:

  • Personal identification details
  • Contact information
  • Payment details
  • Passport information for registration

Optional Information:

  • Preferences and special requests
  • Marketing communication consent
  • Guest satisfaction feedback

9.2 Information Use

Primary Uses:

  • Reservation management
  • Service delivery
  • Legal compliance
  • Emergency contact

Secondary Uses (with consent):

  • Marketing communications
  • Service improvement
  • Loyalty programs

Full details in our Privacy Policy

10. DISPUTE RESOLUTION

10.1 Internal Resolution

Complaint Process:

  1. Report issues to front desk immediately
  2. Management review within 24 hours
  3. Resolution proposal within 48 hours
  4. Escalation to senior management if needed

Guest Services Contact:

  • Email: info@amahoroapartments.com
  • Phone: +250 791 944 602
  • In-person: Front desk available 24/7

10.2 External Resolution

Rwanda Tourism Arbitration:

  • Rwanda Development Board complaint process
  • Tourism industry mediation services
  • Consumer protection authority involvement

Legal Jurisdiction:

  • Disputes governed by Rwanda law
  • Courts of Kigali have exclusive jurisdiction
  • Alternative dispute resolution preferred
  • Class action suits prohibited

11. SPECIAL TERMS

11.1 Extended Stays (30+ Days)

Monthly Rate Benefits:

  • Discounted nightly rates
  • Reduced cleaning frequency
  • Utility allowances included
  • Dedicated account management

Extended Stay Requirements:

  • Advance payment terms
  • Periodic apartment inspections
  • Compliance with residency regulations
  • Additional documentation may be required

11.2 Corporate Accounts

Corporate Benefits:

  • Net payment terms (approved accounts)
  • Consolidated billing
  • Dedicated reservation line
  • Volume discounts available

Corporate Requirements:

  • Credit application and approval
  • Corporate guarantee or deposit
  • Authorized user list
  • Compliance with corporate travel policies

12. HEALTH AND SAFETY

12.1 Safety Measures

Fire Safety:

  • Smoke detectors in all apartments
  • Emergency evacuation procedures
  • Fire extinguishers accessible
  • Regular safety inspections

Security Features:

  • 24/7 security personnel
  • CCTV monitoring
  • Secure access controls
  • Emergency communication systems

12.2 Health Protocols

Cleanliness Standards:

  • Enhanced cleaning procedures
  • Sanitization between guests
  • Quality control inspections
  • Health authority compliance

Guest Health:

  • Report illnesses immediately
  • Follow government health guidelines
  • Isolation procedures if required
  • Medical assistance coordination

13. ENVIRONMENTAL RESPONSIBILITY

13.1 Sustainability Practices

Green Initiatives:

  • Energy-efficient systems
  • Water conservation measures
  • Waste reduction programs
  • Local sourcing preferences

Guest Participation:

  • Linen and towel reuse programs
  • Recycling guidelines
  • Energy conservation requests
  • Environmental awareness information

14. INTELLECTUAL PROPERTY

14.1 Trademark Rights

Protected Elements:

  • AMAHORO Apartments name and logo
  • Apartment names (Bugingo, Buzima, Byishimo, etc.)
  • Marketing materials and content
  • Proprietary designs and layouts

Usage Restrictions:

  • No unauthorized use of trademarks
  • No commercial photography without permission
  • Respect intellectual property rights
  • Report unauthorized use

15. AMENDMENTS AND UPDATES

15.1 Terms Modification

Amendment Process:

  • Changes effective upon posting on website
  • Significant changes communicated to guests
  • Continued use constitutes acceptance
  • Previous versions archived for reference

Notification Methods:

  • Website announcement
  • Email to registered guests
  • Front desk information
  • Booking confirmation updates

15.2 Severability

If any provision is deemed invalid:

  • Remaining terms continue in effect
  • Invalid provisions modified to be enforceable
  • Overall agreement remains binding
  • Local law provisions take precedence

16. CONTACT INFORMATION

16.1 General Inquiries

Reservations:

  • Email: info@amahoroapartments.com
  • Phone: +250 791 944 602
  • WhatsApp: +250 791 944 602
  • Website: amahoroapartments.com

Guest Services:

  • Email: info@amahoroapartments.com
  • Phone: +250 791 944 602
  • Emergency: +250 791 944 602 (24/7)

16.2 Management

General Manager: M. JANVIER

  • Email: info@amahoroapartments.com
  • Phone: +250 791 944 602

    ACCEPTANCE OF TERMS

    By making a reservation, visiting our website, or using our services, you acknowledge that you have read, understood, and agree to be bound by these Terms & Conditions and our Privacy Policy.

    Effective Date: January 28, 2025