How can we assist with your stay?
From arrival planning to billing, find detailed guidance below. Our guest relations team is always on standby if you prefer a human touch.
Arrival & check-in
How to check in, contactless options, ID requirements, and luggage support.
Learn morePayments & invoicing
Accepted payment methods, deposit policy, receipts, and corporate billing.
Learn moreModify your stay
Extending, shortening, or cancelling your reservation and applicable policies.
Learn moreArrival & check-in
Check-in opens at 2:00 PM. If you’re arriving early, contact info@alfanestsuites.com with your reservation ID—we’ll prioritise suite readiness or store luggage comfortably.
For contactless access, ensure your ID is uploaded through your booking portal. A digital key and arrival guide will be issued 24 hours before your stay.
Payments & invoices
We accept secure card payments, MPesa, and bank transfers. Manual MPesa payments should include the transaction code for speedy verification.
Receipts are accessible from the guest portal under each booking. Corporate clients can request consolidated monthly invoicing via info@alfanestsuites.com.
Modify or cancel a booking
Need to extend or shorten your stay? Visit the guest portal or speak directly with guest relations—the team will confirm availability and updated rates in real-time.
Cancellation windows are tailored to each room category. Review the policy displayed during checkout or reach out for clarity. Refunds are processed within 5–7 business days.
Frequently asked questions
Still need assistance?
Our concierge team is one click away—start a live chat in the guest portal or email info@alfanestsuites.com. We respond to urgent requests within 30 minutes.