When I booked I had to pay the total up front non refundable. When we arrived I was told by the lady at the front desk that she'd check and see whats owed, I told her I paid the total and I didnt owe anything so that was the end of that. The air condition did not work properly in the penthouse stayed the first night uncomfortably, was offered a free night and I can change to a lesser room, but the air did work in that room. Any time you leave the room you have to take the key card out of the slot when you remove it from the slot all the power cuts off in the room so every time you come back you have to cut the air on and wait till the room cools. The staff and food are awesome the food is a bit pricy but it is good. The cherry on top came when we were about to check out at 5:30 a.m. and the owner came down to greet us ( well thats what I thought anyway) but instead she held our taxi like we was in some kind of a communist compound, till she could have her staff member check the room. The staff member called down and said a washcloth was missing!!!! So she accused us of stealing a washcloth and for those of you wondering no we did not steal a washcloth! My lady friend I offered to let her check our bags but I said hell no we had to get to the train station to catch our train back to Nairobi. I told her I would pay for a washcloth, she was standing there when I open my wallet to bring the money out and I said how much is a washcloth she said how much do you have!!!!