Terms of Service

These Terms of Service ("terms") are the rules that apply when you use the Jinna Suites Hotel website at https://jinnasuites.com/, when you contact us, and when you reserve or occupy a room or attend an event at the hotel. They form a contract between you and Jinna Suites Hotel ("Jinna Suites", "the hotel", "we", "us", "our").

They are written to be read. Where a clause uses a legal term, it is explained the first time it appears, and section 4 collects the definitions in one place. If anything is unclear, ask us before you book rather than after: our reservations desk is happy to explain how a rate, a cancellation window or a deposit works.

These terms apply to direct bookings made through this website, by email, by telephone, through the concierge chat, or in person at the hotel. They also apply to your use of the website itself, including the room pages, the booking engine, the FAQ, the weather feed, the flight-search links and the concierge assistant.

They do not replace the terms of a separate written contract. Group contracts, wedding and conference agreements, corporate rate agreements and tour-operator agreements each have their own terms, and where those terms conflict with this document, the signed agreement prevails for that booking.

Nothing in these terms removes a right you have under Ugandan law that cannot lawfully be excluded. If a clause would have that effect, it is read down to the minimum extent necessary and the rest of the document continues to apply.

If you have two minutes rather than forty, this is what the rest of the document says.

• The price you see is the price you pay. Room rates are shown in US dollars and include all applicable taxes and statutory charges. We do not add tax at checkout and we do not itemise it on your confirmation.
• You can display prices in other currencies. Euros, Ugandan shillings and Kenyan shillings are converted from the US-dollar rate using live exchange rates. The US-dollar amount is the contract price; conversions are for convenience.
• No payment is taken online. A direct booking is a reservation, not a payment. You settle your bill at the hotel on arrival unless a separate written arrangement says otherwise.
• We confirm before it is binding. A booking becomes a contract when we send you a confirmation with a reference number. Availability can change in the minutes between your request and our confirmation.
• Cancel free of charge up to 48 hours before arrival. Later cancellations and no-shows may be charged the first night. Non-refundable rates and group or event contracts have their own rules, which are stated before you commit.
• Check-in is from 14:00 and check-out is by 11:00. Early arrival and late departure depend on the day's occupancy and may carry a charge.
• Tell us about problems while you are here. Most issues are solved in minutes at the desk. If you leave without telling us, we may not be able to investigate or put things right.
• Look after the room. You are responsible for damage caused by you or your visitors, beyond fair wear and tear.
• We are not a travel agent. The flight-search page links to third-party providers. Your contract for a flight is with the airline or agent, not with us.
• Ugandan law governs. Disputes are dealt with under the laws of Uganda, and we will always try to resolve them directly first.

The short version is a summary, not a substitute. The numbered sections that follow are the operative terms, and they govern if the summary and a section ever appear to differ.

Jinna Suites Hotel is a hotel business operating at Bukerere Road, Misindye, Mukono, Uganda. We provide accommodation, dining, events and related guest services. Our website is https://jinnasuites.com/.

For anything to do with a reservation, including changes, cancellations and arrival details, the fastest route is the reservations desk:

• Reservations: reservations@jinnasuites.com
• General enquiries: info@jinnasuites.com
• Telephone: +256 705 732 344 or +256 779 485 974
• Postal address: Bukerere Road, Misindye, Mukono, Uganda

The reservations desk is staffed from 10:00 to 16:00 East Africa Time (Africa/Kampala), seven days a week. Messages received outside those hours are answered the next working period. The concierge chat and the website booking engine remain available at all hours, and they will tell you clearly when a human will pick up.

If you are already in the hotel and need urgent help, please speak to reception rather than sending an email. Email and chat are not monitored as emergency channels. For a genuine emergency, call the local emergency services first.

We may record the channels you use to reach us so that we can answer accurately and resolve disputes. What we keep, and for how long, is described in our Privacy Policy.

These words have the following meanings throughout the document. Where a definition refers to a person, it includes companies, partnerships and other organisations.

Booking

A reservation of one or more rooms, tables, spaces or services for specific dates, whether made online, by email, by telephone, through an agent or in person.

Guest

The person named on the booking who is responsible for payment and for the conduct of everyone in the party. If more than one person is named as responsible, each is jointly and severally liable, which means we may ask any of them to pay the whole amount.

Party

Everyone staying under a booking, including children, and anyone whom the guest invites to the room or to an event.

Rate

The price for one room for one night, or for the service described, as confirmed at the time of booking.

Stay

The period from the agreed check-in date to the agreed check-out date, including any extension we confirm in writing.

Contract

These terms together with the booking confirmation and any separate written agreement that applies to the booking.

Force majeure event

An event beyond our reasonable control, described in the section headed Force majeure.

Third-party channel

A booking website, travel agent, tour operator or corporate travel system that is not operated by us and through which you may book a room.

Website

https://jinnasuites.com/ and every page, template, feed, form and assistant served from it.

Writing

Email, a message in the concierge chat that we confirm, or a printed document. A telephone conversation is not writing unless we send you a written record of it.

Headings are for navigation only and do not affect interpretation. "Including" means "including without limitation". A reference to a law includes that law as amended or replaced. A reference to a section is a reference to a section of these terms unless stated otherwise.

You accept these terms when you do any of the following: browse the website, submit a booking request, confirm a booking, check in, or use a service that we provide. If you do not accept them, please do not book or stay.

We may update these terms from time to time to reflect changes in the law, in our services, in our prices or in the way we operate. The version that applies to your booking is the version published when we confirm it. We keep previous versions on file and will provide a copy on request.

If we make a change that materially affects an existing booking, we will tell you before it takes effect, and you may cancel without charge if the change is not acceptable to you and the stay has not started. Changes that are required by law or that improve clarity without changing your rights do not give rise to a cancellation right.

The date at the top of this page shows when the current version took effect. A printed or emailed copy is available from the reservations desk at any time, free of charge.

We work to keep the website accurate and available, but we cannot promise that it will never be interrupted or that every page will always be free of error. Maintenance, hosting problems, network faults and high demand can make the site unavailable for short periods. We may change, suspend or withdraw any part of the site without notice.

The website is provided for your personal use in researching and booking the hotel, and for no other purpose. You may print or save individual pages for your own reference. You may not scrape the site at a rate that affects other visitors, mirror it, frame it, or use automated tools to extract prices or availability for a competing service without our written permission.

You are responsible for the device, browser and connection you use. We support current versions of the major browsers, but older browsers may render parts of the site imperfectly. If a page does not work for you, telephone or email the desk and we will complete the booking another way.

Some parts of the site depend on third-party services, including mapping, weather, exchange rates, payment and email delivery. If one of those services is unavailable, the relevant feature may be degraded or temporarily hidden. That does not affect the validity of a booking we have already confirmed.

Links to other websites are provided for convenience. We do not control those sites, we do not endorse their content merely by linking to it, and we are not responsible for their terms, prices or privacy practices.

We offer five room categories: Double, Deluxe Double, Standard Single, Twin and Suite. Each room page describes the bed configuration, the approximate floor area, the bathroom, the amenities we provide and the maximum number of guests the room accommodates. Photographs are taken at the hotel and are representative of the category.

Rooms within the same category are not identical. Furniture, artwork, the view, the floor, the bathroom layout and the exact dimensions can vary. A photograph may show a particular room that is not the room you are allocated. If a specific view, floor or room is important to you, tell us when you book; we will record the request and do our best, but we cannot guarantee it unless we confirm it in writing.

Floor areas and measurements are approximate and given to help you judge comfort, not as precise specifications. Descriptions of amenities reflect what is normally provided. Individual items can be unavailable for maintenance or supply reasons; where that happens we will tell you as soon as we know and offer an alternative where we can.

If you arrive and the room is materially different from what was confirmed, tell the desk immediately. We will move you to a suitable room if one is available, or discuss a fair adjustment. A complaint raised after departure about a matter that could have been corrected during the stay is harder for us to verify and may limit what we can do.

We may need to access a room during your stay for maintenance, safety checks or urgent repairs. We will give reasonable notice where circumstances allow, and we will not enter a room without knocking and identifying ourselves except in an emergency or where there is a genuine safety concern.

The price shown on a room page or in the booking engine is the total you pay for the room for the night, for the number of guests the room accommodates. It includes all applicable taxes and statutory charges. We do not add a tax line at checkout, and we do not itemise taxes on your confirmation or invoice.

That single-price approach is deliberate. It means the number you see while comparing rooms is the number you will be asked to pay, and there is no surprise at the desk. If a statutory charge changes between your booking and your stay in a way that the law requires us to pass on, we will tell you before you arrive and you may cancel without charge if you do not accept the change.

Unless the room page or your confirmation says otherwise, the rate covers:

• accommodation for the agreed number of guests and nights;
• the amenities listed for that room category;
• standard wireless internet;
• utilities and service charges;
• all applicable taxes and statutory charges.

The rate does not cover meals other than those expressly included, drinks, laundry, airport transfers, spa treatments, extra beds, event space, equipment hire, or damage and loss charges. Those are charged separately at the prices quoted to you before you use them.

Prices are per room per night, not per person, unless a page says otherwise. A stay of seven nights or more, a corporate agreement or a group contract may attract a different rate; the confirmed rate always prevails over a website example. Prices can change without notice until a booking is confirmed, and obvious errors do not bind us.

If a price is displayed incorrectly because of a technical fault, a currency conversion error or a typographical mistake, we may decline or cancel the booking, but we will tell you promptly, will not charge you for our error, and will help you find an alternative at the correct price.

Our contract prices are set in United States dollars (USD). The website can display the same prices in euros (EUR), Ugandan shillings (UGX) and Kenyan shillings (KES). Those amounts are calculated from the US-dollar price using an exchange rate that we refresh several times a day from a public rate provider.

Currency conversions are a convenience, not a second price list. If a conversion and the US-dollar price ever disagree, the US-dollar amount is the price of the booking. Exchange rates move constantly; a rate you saw in the morning may be slightly different in the afternoon, and a rate stored in your browser may be out of date until the page refreshes.

You may settle your bill in US dollars or in Ugandan shillings. If you pay in shillings, the desk will use the hotel's rate for that day, which is displayed at reception and available on request. That rate may differ slightly from the rate shown on the website because it reflects the cost of converting cash and the day's banking rate.

If you pay by card, your bank or card issuer converts the amount to your billing currency and may add its own foreign-exchange fee or margin. That fee is charged by your bank, not by us, and we do not receive it. Some issuers also offer to convert the amount at the point of payment; that is your choice and their rate applies.

Where a refund is due, we refund in the currency and by the method in which we received the money, unless we agree otherwise in writing. If the exchange rate has moved between payment and refund, the amount you receive in your own currency may differ from the amount you originally paid. We refund the amount we received, not a speculative gain or loss on the currency market.

You can book through the website, by email, by telephone, in person, through the concierge chat, or through a third-party channel. The website booking engine shows live availability for the dates you select and quotes the total for the stay before you submit your details.

To complete a direct booking we need your full name, a telephone number, an email address, the arrival and departure dates, the number of guests and the room category. We may also ask for your country of residence, an estimated arrival time, and any special requests. For some rates or dates we may ask for a deposit or a guarantee; if we do, we will tell you before you commit.

Submitting the booking form is an offer to reserve, not a completed contract. We check the details, confirm availability and send you a confirmation with a reference number. Until that confirmation arrives, the room is not held for you and may be sold to someone else. If we cannot confirm, we will tell you promptly and will not take any payment.

Please check the confirmation as soon as it arrives. Names, dates, room category and guest numbers must be correct. If something is wrong, contact us immediately; changes are easier and cheaper before arrival than at the desk. You are responsible for the accuracy of the information you give us, and we may refuse or cancel a booking where the information is materially inaccurate, incomplete or fraudulent.

You must be at least 18 years old to make a booking. A person under 18 may stay only as part of a party with an adult who is responsible for them, unless we have agreed otherwise in writing for a specific arrangement such as a school group with named supervisors.

We may decline a booking for a lawful reason, including a previous serious breach of these terms, a risk to the safety or comfort of other guests, a capacity limit, or a suspicion of fraud. If we decline, we will tell you why unless the law prevents us from doing so.

A contract is formed when we send you a booking confirmation containing a reference number. The confirmation sets out the room category, the dates, the number of guests, the rate, what it includes and the cancellation terms that apply. Together with these terms, it is the whole agreement for your stay.

If you do not receive a confirmation within a reasonable time after submitting a request, the booking has not been confirmed. Check your spam folder, then contact the reservations desk. Do not travel on the assumption that a request was accepted; wait for the confirmation or for a member of staff to tell you in writing that the room is held.

We may correct a confirmed booking where there is a clear error in the rate, the dates or the room type, provided we tell you promptly and offer you the choice of accepting the correction or cancelling without charge. We will not use this to move you to a more expensive room after you have booked at a genuine published rate.

The contract is between you and the hotel. It does not give rights to anyone else except members of your party, and it does not make us responsible for the acts of third parties such as airlines, taxi operators or external tour guides.

If you book through a third-party channel, your contract for the reservation may be with that channel rather than with us, and their terms may govern payment, changes and refunds. We will still honour the room you have booked, but you must cancel or change the booking through the channel that made it.

The maximum occupancy of each room is stated on the room page and on your confirmation. It includes adults and children. You must not exceed it. If more people arrive than the room allows, we may require you to take an additional room, charge for an extra bed where one is available, or decline the extra guests. This is a safety requirement as well as a commercial one: occupancy limits reflect fire regulations, bedding and the space the room can comfortably hold.

Only the guests named on the booking may stay overnight. Day visitors are welcome in public areas and, with your agreement and responsibility, in your room during reasonable hours. Visitors must leave by the time stated at check-in, and they must comply with these terms. You are responsible for their conduct and for any damage they cause.

We record special requests — a high floor, a quiet room, a cot, a particular view, an early arrival — but a request is not a guarantee unless we confirm it in writing as part of the booking. We will tell you honestly when something cannot be promised.

If you need two rooms connected, a room close to a lift, a room with a walk-in shower or any other arrangement, contact the desk before booking. We will describe what is actually available rather than let you arrive expecting something we cannot provide.

We may ask for the names of all adults staying in the room for safety and registration purposes. This information is handled in accordance with our Privacy Policy.

Direct room bookings are normally paid at the hotel, not online. When you reserve, we hold the room without taking payment; you settle the bill on arrival or at check-out, as the desk agrees with you. A booking made under a rate that requires prepayment, a deposit or a card guarantee will say so clearly before you confirm, and the confirmation will repeat it.

We accept cash in US dollars and Ugandan shillings, major debit and credit cards, and mobile money. Not every card and not every mobile-money network is accepted on every day; if you intend to pay by a particular method, tell the desk in advance and we will confirm. We may decline a card that is expired, unsigned, not in the name of the guest, or that fails an authorisation check.

For group, wedding, conference and long-stay bookings we may require a deposit to hold the space, with the balance due by a date stated in the written quotation. Deposits are applied to the final bill. Where a deposit is non-refundable, we will say so in plain words before you pay it, and it will be repeated in the event contract.

We may ask for a pre-authorisation or a security hold on a card at check-in to cover incidental charges. A pre-authorisation is not a charge: it reserves part of your available credit and is released by your bank when the stay ends, although the release can take several working days depending on the issuer. If you settle the bill in cash, tell the desk so that the hold can be released promptly.

If a bill is not settled when due, we may retain luggage or property only to the extent the law allows, and we may recover the debt through ordinary legal process. We will always give you a written breakdown of what is owed and a reasonable opportunity to pay before taking further steps.

Please do not send card numbers, mobile-money PINs or passwords by email or through the concierge chat. Those channels are not designed for secrets. If you need to pay remotely, ask the desk for a secure payment link or for the hotel's bank details, and confirm them by telephone using the numbers in section 3 before transferring money. Fraudsters imitate hotels; verifying a request by voice is a sensible habit.

We issue an invoice for every stay and every event. The invoice shows the room, the dates, the rate, the extras you used and the total paid or payable. It does not itemise taxes, because the agreed price already includes them; if you need a tax-supporting document for a business expense, ask the desk and we will provide the appropriate receipt showing the total and the hotel's registration details.

Please check the invoice before you leave. Corrections are much easier to make while you are at the desk and the relevant staff are on shift. If you notice an error after departure, email reservations@jinnasuites.com within 30 days with your reference number and the amount in question, and we will investigate.

We keep booking and billing records for the period required by Ugandan tax and accounting law, and for as long as necessary to resolve disputes. Our Privacy Policy explains the retention periods and your rights over the personal data in those records.

If your employer or sponsor is paying, tell us before arrival and provide the billing details. We may ask for a letter of authorisation. Without one, the guest remains responsible for the bill even if a third party has promised to pay.

Check-in opens at 14:00 and check-out is by 11:00. The times are set so that rooms can be cleaned and inspected between guests. If you arrive earlier, we will store your luggage and you are welcome to use the public areas while your room is prepared. Early access to a room depends on the previous night's occupancy and cannot be guaranteed.

If you expect to arrive after 22:00, tell us in advance so that the desk can arrange a late arrival and keep your room. A room that is not claimed and whose guest cannot be reached may be treated as a no-show after the desk's reasonable attempts to make contact.

At check-in we ask for a valid identification document for the guest responsible for the booking and, where required by law, for the other adults in the party. Acceptable documents include a passport, a national identity card or a driving licence. We record the details required for guest registration and retain them only as long as the law requires.

We may also ask for the payment method and, for some bookings, a pre-authorisation as described in section 13. Check-in is complete when the registration is recorded and the room key is issued.

Check-out is by 11:00. If you need longer, ask the desk the day before. A late check-out is subject to the day's occupancy and may carry a charge, which we will quote before you agree. Rooms not vacated by the agreed time without an arrangement may be charged for an additional night, because the room cannot be prepared for the next guest.

Please return key cards at check-out. A key card that is not returned can be disabled remotely, but replacing it has a cost; we may charge the replacement cost if a card is taken away or lost. Left luggage can be stored for a short period by arrangement and at your risk, as described in section 21.

Children are welcome. A child stays free in the same room as a paying adult where the room's occupancy and bedding allow it and where the room page or confirmation says so. Otherwise the child counts towards occupancy and may require an extra bed or a second room.

An extra bed or cot depends on the room category and on availability. Tell us at the time of booking, including the child's age, so that we can confirm what will fit and what it will cost. We will not place an extra bed in a room where it would obstruct a door, a window or a fire escape route.

Children remain the responsibility of their parent or guardian at all times. They must not be left alone in a room, in a public area or at the pool, and they must be supervised around stairs, balconies, water and any equipment. The hotel does not provide childcare unless a specific service has been arranged and confirmed in writing.

Guests under 18 may not stay without an adult unless we have agreed a supervised arrangement in writing, such as a school or sports group with named chaperones. We may ask for the chaperone's identification and contact details.

Visitors who are not staying overnight are welcome in public areas and, with the guest's consent, in the guest's room during reasonable hours. They must leave by the time the desk states at check-in. The guest is responsible for ensuring that visitors comply with these terms and for any damage or disturbance they cause.

We may limit the number of visitors in a room at any one time for safety and comfort, and we may ask visitors to leave if their conduct affects other guests or staff.

The house rules exist so that everyone can sleep, work and enjoy the hotel in peace. They apply to guests, their visitors and anyone accompanying a guest. A short summary is in Schedule D; the obligations in this section are the operative version.

You agree to:

• treat staff, other guests, neighbours and the property with courtesy and respect;
• keep noise to a reasonable level, particularly between 22:00 and 07:00, and turn down televisions, music and conversations that can be heard in neighbouring rooms or corridors;
• use the room and the hotel's facilities only for their intended purpose;
• keep doors locked and windows closed when you leave the room, and not leave children unattended;
• follow fire-safety instructions, keep escape routes clear, and never tamper with smoke detectors, extinguishers or emergency lighting;
• report accidents, damage, leaks, lost keys and suspicious behaviour to the desk immediately;
• comply with any lawful instruction from hotel staff about safety, occupancy or conduct.

You must not:

• use a room for business, commercial photography, gambling, sex work or any unlawful purpose;
• sub-let a room or allow anyone other than the registered guests to stay overnight;
• bring into the hotel firearms, ammunition, explosives, flammable liquids, hazardous chemicals or anything that creates a fire or safety risk, except where the law permits and the hotel has agreed in writing in advance;
• cook in a room, use a naked flame, or bring in a cooking appliance, heater or extension lead that has not been approved;
• move furniture between rooms or take hotel property out of the room;
• attach anything to walls, ceilings or furniture, or affix decorations that leave marks or damage surfaces;
• hang items from windows, balconies or external fixtures;
• feed or shelter animals in public areas, other than an assistance animal accompanying its owner.

If conduct seriously affects other guests or staff, or breaches these rules, we may ask you to stop, and if the behaviour continues we may end the stay. In that case you remain liable for the nights stayed and for any damage, and we may ask you to leave the premises. Ending a stay for misconduct does not create a refund for unused nights.

Smoking is not permitted indoors, including in bedrooms, corridors, bathrooms and enclosed public areas. Smoking is permitted only in areas that are clearly designated for it outdoors. This includes cigarettes, cigars, pipes, electronic cigarettes and any other vaping device.

If smoking occurs in a room, we may charge a cleaning and remediation fee, which reflects the cost of deep-cleaning soft furnishings and taking the room out of service while the smell clears. We will tell you the amount before charging it and will provide a receipt. Repeated smoking in a non-smoking area may also lead to the stay ending.

Alcohol may be consumed responsibly in the areas where it is served or permitted. You may not bring your own alcohol into public areas or events where the hotel holds the licence, unless the event contract expressly allows it. Alcohol is not served to anyone under 18, and staff may ask for identification. We may refuse service to anyone who is intoxicated or whose behaviour is likely to be unsafe.

Illegal drugs and other unlawful substances are not permitted anywhere on the premises. If we reasonably believe they are present or being used, we may involve the police, end the stay and remove the persons concerned. We will cooperate with lawful investigations.

Guests are responsible for the conduct of their visitors in relation to this section. A visitor who breaches it may be asked to leave, and the guest may be charged for any resulting damage or cleaning.

Our pet policy is confirmed at the time of booking and may vary by room and by season. If you plan to travel with an animal, contact the reservations desk before you book so that we can tell you whether the room you want accepts pets, what charge applies and which areas of the hotel are out of bounds. Do not arrive with an animal that has not been agreed; we may not be able to accommodate it, and we do not want you to have to choose between your booking and your pet.

Where a pet is accepted, the guest is responsible for it at all times. It must be kept on a lead in public areas, must not be left alone in a room, must not disturb other guests, and must not enter food-service areas. The guest is responsible for cleaning up after it and for any damage, noise or allergy-related complaint it causes.

Assistance animals are welcome. They are not pets for the purposes of this section, no pet charge applies, and we will not ask you to leave an assistance animal in a vehicle or outside the building. Tell us in advance where you can so that we can allocate a room and route that work well for you and your animal.

If an animal causes damage beyond normal use, the guest is liable for the reasonable cost of repair or cleaning, supported by a receipt or quotation.

Accessibility varies across the property and across room categories. Steps, thresholds, bathroom layouts and distances from parking or reception are not identical everywhere. We would rather describe the reality than make a general promise that turns out to be wrong for the room you are given.

If you have a mobility, visual, hearing, cognitive or other access requirement, contact the reservations desk before booking. Tell us what you need to be able to do — reach reception without stairs, use a bathroom with a particular layout, store a wheelchair, travel with a service animal, or have a room close to an exit. We will describe the available route and room honestly and, where we can, allocate a suitable one.

We will record an agreed access requirement with the booking. Where we confirm a specific room or feature in writing, we will honour it. Where we cannot meet a need, we will say so before you book so that you can decide whether the hotel is right for you.

If something is not working as it should during your stay, tell the desk immediately. We will try to fix it, move you if a suitable room is available, or discuss a fair adjustment.

Parking is subject to availability and to the instructions of hotel staff. Where parking is provided, it is at the vehicle owner's risk. We do not accept responsibility for theft from, damage to or loss of a vehicle or its contents unless the loss is caused by our negligence or that of our staff. Please do not leave valuables visible in a vehicle.

We can store luggage before check-in and after check-out, subject to space and to a reasonable time limit. Left luggage is stored at the owner's risk. We may ask you to sign a receipt and to collect it within the agreed period. Items left behind after departure are kept for a limited period, after which we may dispose of them in accordance with our lost-property procedure; we will try to contact you first where we have your details.

Please use the in-room safe for passports, cash, jewellery, electronics and other valuables. The safe is provided for your convenience. Where the law permits us to limit liability for property that is not deposited in the safe or handed to the desk for safekeeping, we do so. Items of exceptional value should be handed to the desk for secure storage, and we will give you a receipt.

If you lose a key card or a safe key, tell the desk immediately so that access can be disabled. We may charge the cost of replacement, and we may ask you to provide identification before issuing a new key.

Please check the room, the safe and the wardrobes before you leave. If you contact us about a lost item, we will search and tell you what we find. We can arrange courier delivery at your cost, but we cannot guarantee that an item will be found.

You are responsible for the room and its contents during your stay, and for any damage caused by you, your party or your visitors, beyond fair wear and tear. Fair wear and tear includes the ordinary scuffing of a suitcase against a wall or the natural fading of fabric. It does not include burns, stains, broken furniture, missing items, graffiti, smoke odour or damage caused by negligence or misuse.

If damage occurs, tell the desk as soon as possible. We would much rather know immediately than discover it during the cleaning inspection. Telling us does not automatically mean you will be charged; it means we can assess the damage, try to repair it and keep the cost proportionate.

Where a charge is justified, we will provide a written breakdown and, where available, a receipt or quotation for the repair or replacement. The charge will reflect the reasonable cost of restoring the item or the room, not a new-for-old upgrade, and we will take account of the age and condition of the item. Where a room has to be taken out of service while it is cleaned or repaired, we may include the lost room revenue for the affected nights, supported by the occupancy record.

Missing items are charged at replacement cost. This includes towels, bathrobes, hair dryers, remote controls, key cards and decorative items. We will tell you what is missing and what it costs before charging.

If you dispute a charge, tell us within 30 days with your reference number and any evidence you have. We will review it, respond in writing, and correct any error. We will not deduct a disputed charge from a card without telling you first, except where the card was provided as a guarantee for exactly that kind of charge and the contract says so.

Direct room bookings may be cancelled free of charge up to 48 hours before the confirmed check-in time. The 48 hours are counted backwards from 14:00 on the arrival date, not from midnight and not from the time you made the booking. A cancellation is effective when we receive it and confirm it in writing.

Cancellations received within 48 hours of arrival, and no-shows, may be charged the first night's rate. A no-show is a booking that is not claimed by the guest and is not cancelled before the arrival date ends. If you are delayed, tell us as soon as you can; where we can hold the room without losing a sale, we will, and we will confirm what we have agreed.

To cancel or amend, use the link in your confirmation email if one is provided, or contact the reservations desk by email or telephone. A message left on a voicemail or sent to a member of staff's personal number is not a valid cancellation until the desk acknowledges it. Keep the acknowledgement; it is your proof of the date and time.

Amendments are subject to availability and to the rate that applies to the new dates. Moving a booking to a different date is a new reservation for the new dates, and the cancellation terms of the new rate apply. If the new rate is higher, you pay the difference; if it is lower, the confirmed rate for the original booking is not automatically reduced.

Leaving early does not automatically create a refund for unused nights. Tell the desk as soon as you know; we will discuss the position, take account of whether the room can be resold, and confirm any adjustment in writing. A refund is not promised simply because a night is not used.

A refund approved under this section is made by the method and in the currency in which we received the payment, usually within 10 working days of approval. Bank processing times are outside our control.

The cancellation matrix in Schedule B summarises these rules. If the matrix and this section appear to differ, this section governs, and the confirmation for your specific rate governs over both.

From time to time we offer rates that are lower because they are paid in advance and cannot be cancelled or refunded. Those rates are clearly labelled before you confirm, and the confirmation repeats the restriction. By choosing such a rate you accept that the payment is final, subject only to the law and to the exceptions in this section.

A non-refundable rate may still be amended at our discretion, subject to availability and to any difference in price. It does not carry a right to a refund if you cancel, fail to arrive, leave early or decide not to travel. If the booking is for a date on which the hotel cannot provide the room, we will relocate or refund you as described in section 30.

If a non-refundable booking is paid by card and the card is later subject to a chargeback, we will provide the card issuer with the booking record, the acceptance of the rate conditions and the confirmation. We ask that you contact us before raising a chargeback; most issues can be resolved faster directly.

Where a deposit rather than the full amount is taken for a restricted rate, the deposit is non-refundable to the same extent as the rate, and the balance is due by the date stated in the confirmation.

A group booking is a reservation of five or more rooms, or a block of rooms for a common purpose such as a wedding, a conference, a sports team or a family gathering. Group bookings are handled by the reservations desk and are governed by a written quotation and contract in addition to these terms.

Group contracts normally require a deposit to hold the rooms, a rooming list with guest names, and a final numbers date. The quotation will state each of those dates and the amount payable at each stage. Rooms not covered by the rooming list by the stated date may be released for sale, and the deposit may be applied to the rooms actually taken.

Unless the contract says otherwise, the group organiser is responsible for the conduct of the group and for payment of the group bill, including charges for damage, extras and no-shows. Individual guests may settle their own incidental charges, but the organiser remains responsible for anything they do not pay.

Reducing a group block may change the rate, because group rates assume a minimum number of rooms. We will tell you before applying any change. Increasing a group block is subject to availability at the time of the request.

The cancellation terms for a group are those in its contract, not the 48-hour rule for individual direct bookings. Group deposits are usually non-refundable, and cancellation close to the event may attract a charge for the rooms or spaces that cannot be resold. The contract will state the position clearly before you sign it.

We host weddings, conferences, meetings, private dinners and other events. An event booking is confirmed by a signed event contract and a deposit. The contract sets out the date, the space, the set-up, the catering, the equipment, the minimum spend, the payment schedule, the cancellation terms and the access times. Where it conflicts with this document, the event contract prevails for the event.

Final guest numbers are normally required several days before the event, and the final charge is based on those numbers or on the guaranteed minimum, whichever is greater. Menus, dietary requirements and room layouts must be confirmed by the date in the contract so that the kitchen and the operations team can prepare properly.

The organiser is responsible for the conduct of attendees and contractors, for damage to the space and its equipment, and for any additional cleaning required beyond normal use. We may ask for a damage deposit for events that involve decorations, staging, external suppliers or alcohol.

External suppliers — decorators, bands, photographers, entertainers, audiovisual companies — must be approved by us in advance and must provide their own insurance and any licences the law requires. They must follow our loading, rigging, noise and safety rules. We may refuse access to a supplier whose equipment or methods create a risk.

Music, noise and alcohol service are subject to licensing rules and to the comfort of in-house guests. The contract will state the permitted hours. We may reduce volume or end an event that breaches those limits after a warning.

Decorations must not damage walls, ceilings, floors or furniture, and may not block exits, fire equipment or access routes. Open flames, fireworks, smoke machines and helium balloons may be restricted or prohibited. We will tell you what is permitted before you buy or hire anything.

Any property left behind after an event is handled under our lost-property procedure. We are not responsible for equipment or personal items left in an event space overnight unless they have been handed to us for safekeeping with a receipt.

You may book through a third-party website, a travel agent, a tour operator or a corporate travel system. Those channels set their own terms for payment, changes, cancellations and refunds, and their terms may differ from ours. Read them before you book, particularly the cancellation rule and the payment schedule.

When a third-party channel sends us a confirmed reservation, we accept the room and honour it under these terms as far as they apply. The channel is responsible for passing your details and requests to us accurately. If a special request matters to you, confirm it with us directly as well; we cannot guarantee a request that never reached us.

Changes and cancellations for a third-party booking must normally be made through the channel that took the booking, because that is where the payment and the contract sit. If you contact us directly, we will help where we can, but we may not be able to change a booking that the channel controls, and we cannot refund money we did not receive.

If a third-party channel becomes insolvent or fails to pass on a payment, we will discuss the position with the guest in good faith. We cannot, however, honour a rate or a payment that we never received, and we may ask you to settle the room directly while you pursue the channel for a refund.

Where a channel advertises a price that is clearly wrong, we may decline the booking and tell the channel and the guest promptly. We will not charge a guest for a channel's error.

The website includes a flight-search page that helps you compare routes and dates and then sends you to third-party providers such as search engines, airlines or travel agents. We are not an airline, a ticket agent or a travel agent. We do not sell flights, we do not take payment for flights, and we do not issue tickets.

When you follow a flight link, you leave our website and enter a contract with the provider you choose. Their terms, prices, baggage rules, change fees and refund policies apply. We do not control their availability or accuracy, and we are not responsible for a missed connection, a schedule change, a cancellation or a dispute about a ticket.

The same applies to airport transfers, tours, safaris, spa treatments and other experiences that are provided by third parties. Where we arrange a third-party service for you, we do so as a convenience. The provider is responsible for delivering it, and its terms apply. We will help you contact the provider if something goes wrong, but our liability for the service itself is limited as described in section 36.

We are happy to advise on journey times between the hotel and Entebbe International Airport or central Kampala, but that advice is an estimate. Traffic, weather and road conditions can change it. Leave more time than you think you need, particularly for an international departure.

If a flight is delayed or cancelled and you cannot reach the hotel on your arrival date, tell us as soon as you can. We will treat it as a late arrival and hold the room where possible, but the cancellation terms of your rate still apply unless we agree otherwise in writing.

We strongly recommend travel insurance for every trip. A booking is a commitment, and events outside your control — illness, a family emergency, a cancelled flight, lost luggage, a medical expense — can turn a planned stay into a loss. Insurance is designed for exactly those situations.

Your policy should cover cancellation and curtailment, medical treatment and repatriation, personal belongings and money, and personal liability. If you are travelling for a wedding, a conference or a group event, check that the policy covers the deposits and the non-refundable elements you have paid.

We are not an insurer and we do not sell insurance. A claim under your policy is a matter between you and your insurer. We will provide the documents you need — a cancellation confirmation, an invoice, a statement that a guest did not stay — but we cannot decide a claim or guarantee that an insurer will pay one.

We work to avoid overbooking, but it can happen when a previous guest extends a stay, a room is taken out of service for an urgent repair, or a channel sends a duplicate reservation. If we cannot provide the room you confirmed, we will not simply leave you at the door.

We will tell you as soon as we know and will offer you a room of at least the same standard at a comparable hotel nearby, for the nights affected. We will cover the reasonable cost of the alternative room where it exceeds the rate you paid us, and the reasonable cost of transport between the alternative hotel and Jinna Suites. If no comparable alternative is available, we will discuss a full refund of the affected nights and any reasonable incidental loss you can evidence.

You may instead choose to cancel the affected nights and receive a refund for them. If you choose the alternative hotel, the contract for those nights is with that hotel, although we remain responsible for the difference in cost and transport as described above.

We will not relocate you for a reason within our control without first trying to fix the problem in-house, and we will never move you to a property of a lower standard without your agreement and without adjusting the price.

This section does not apply where the cause is a force majeure event; in that case the section on force majeure applies, and we will still make reasonable efforts to help.

A force majeure event is an event beyond our reasonable control that prevents or delays performance of the contract. It includes fire, flood, storm, earthquake, epidemic or pandemic, government order or restriction, war, civil unrest, terrorism, strike, lockout, failure of a utility or essential service, road closure, and any other event that a reasonable hotelier could not have prevented or worked around.

If a force majeure event affects your booking, we will tell you as soon as reasonably possible and will discuss the options: moving the booking to another date, providing an alternative room or property, or cancelling and refunding the amount paid for the affected nights. We will not charge a cancellation fee for a night we cannot provide because of a force majeure event.

We are not liable for loss, expense or inconvenience caused by a force majeure event, except that we will refund amounts paid for services not provided. We will not be liable for consequential losses such as the cost of a flight you cannot use, but we will provide the documents you need to claim on your travel insurance.

If a force majeure event affects only part of your stay, we will adjust the booking and the price fairly for the affected part. If it affects the whole stay and you have not yet arrived, either of us may cancel without a cancellation fee.

Nothing in this section excuses us from taking reasonable steps to reduce the effect of the event, to look after guests who are already with us, and to communicate honestly about what is happening.

Guests may take photographs and short videos for personal, non-commercial use, provided they do not photograph other guests or staff in a way that intrudes on their privacy, and do not block corridors, pools, dining areas or fire exits while doing so. Ask before photographing people who are not part of your party.

Commercial photography, filming, drone flights, live streaming and media production require our written permission and may require a fee, insurance and a location agreement. This applies to weddings and events as well: a professional photographer booked for your event must be approved in advance and must follow our instructions about access, lighting and guest privacy.

We may photograph or film the property for our own marketing. Where a photograph taken by us or on our behalf could identify a guest, we will ask for consent before using it in a way that suggests an endorsement. We do not use guest images in advertising without permission.

We operate CCTV in public areas — entrances, corridors, reception, parking and event spaces — for the safety of guests, staff and property. Cameras are not placed in bedrooms, bathrooms or changing areas. Recordings are access-controlled, retained for a limited period, and disclosed only to those who need them for security, insurance, legal or law-enforcement purposes.

If you are attending an event where photography is taking place, the organiser should tell you in advance. If you do not wish to appear in photographs, tell the photographer or the organiser, and we will help where we can. Our Privacy Policy explains your rights over images and recordings.

The website and everything on it — text, photographs, illustrations, logos, icons, page designs, code, the concierge assistant's written content and the arrangement of the pages — is owned by us or licensed to us. It is protected by copyright, trade-mark and other laws.

You may view, download and print pages for your own personal use in connection with a booking or an enquiry. You may share a link to a page. You may not copy, reproduce, republish, sell, license, distribute, modify or create derivative works from our content for commercial purposes without our written permission.

Our name, logo and room-category names are our trade marks. You may not use them in a way that suggests a partnership, endorsement or affiliation that does not exist, or in a way that is likely to confuse guests.

If you send us a review, a photograph, a message or other content, you keep ownership of it. You give us a non-exclusive, royalty-free licence to use, reproduce and display that content in connection with the hotel and its promotion, subject to the privacy choices described in our Privacy Policy. We will not sell your content or use it in a way that misrepresents you.

If you believe that content on our website infringes your rights, contact us with details of the work, the page and the basis of your claim. We will investigate and, where appropriate, remove or amend the content.

We welcome honest feedback. Reviews, messages sent through the website or the concierge chat, and photographs you choose to share help us improve and help future guests decide. We do not remove a negative review simply because it is negative.

When you send us content, you agree that it is your own work, that it does not infringe anyone else's rights, that it is not defamatory, obscene, discriminatory, misleading or unlawful, and that you have the consent of anyone identifiable in a photograph. You agree not to post content that contains personal data about another person without their permission.

We may moderate, edit for length or clarity, or decline to publish content that breaches these rules, that advertises a business, that contains a link to an unrelated site, or that identifies a member of staff in a way that invites harassment. We will not alter the sense of a review.

Messages sent through the concierge chat are part of a conversation with the hotel. They are not a public forum. We may use anonymised excerpts to improve the assistant and the FAQ, and we may retain the conversation for as long as needed to resolve an enquiry or a dispute. Do not send sensitive information such as card numbers, passwords or medical details through the chat.

If you believe content about you is unlawful or breaches your privacy, contact info@jinnasuites.com with the details. We will assess the request, take appropriate action, and explain our decision.

You agree to use the website lawfully and in a way that does not damage it, disrupt it or interfere with other people's use of it. In particular, you agree not to:

• attempt to gain unauthorised access to the website, the server, the database, the booking system, the concierge console or any connected system;
• probe, scan or test the security or configuration of the site without written permission;
• introduce malware, viruses, ransomware, spyware or any other harmful code;
• use automated tools to scrape prices, availability, reviews or content at a volume that affects the service;
• impersonate the hotel, a member of staff, another guest or a booking channel;
• send spam, chain messages or unsolicited advertising through the contact forms or the chat;
• use the site to harass, threaten, defraud or discriminate against anyone;
• interfere with the proper operation of the site by flooding it with requests, exploiting a bug or overloading a form.

We may suspend or block access where we reasonably believe these rules have been broken, and we may report unlawful activity to the police or another competent authority. Where a breach causes loss or damage, we may recover the reasonable cost of investigating and remediating it.

The concierge assistant is a helpful tool, not an emergency service and not a source of professional advice. Do not rely on it for medical, legal, financial or safety-critical decisions. For urgent help, telephone the desk or the emergency services.

Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot lawfully be excluded. Your statutory rights as a consumer are not affected.

Subject to that, our liability for direct loss arising from a booking is limited to the total amount you paid us for the stay or service out of which the claim arises. If the claim relates to a single night, the limit is the rate for that night. If no amount has been paid, the limit is the amount that would have been payable.

We are not liable for indirect or consequential loss, including loss of profit, loss of business, loss of opportunity, loss of reputation or the cost of alternative travel or accommodation, except where the law requires otherwise or where the loss was a foreseeable result of our breach and could not reasonably have been avoided.

We are not responsible for loss or damage caused by third parties, including airlines, taxi operators, external suppliers, other guests, or thieves acting without our negligence. We are not responsible for personal property that is not deposited in the safe or handed to the desk for safekeeping, to the extent the law permits that limitation.

You are responsible for the acts and omissions of your party and your visitors. You agree to indemnify us against claims, losses, damages and reasonable costs arising from your breach of these terms, from damage you or your party cause to the hotel or to a third party, or from your unlawful use of the website. This indemnity does not apply to the extent that the loss is caused by our own negligence or breach.

Where two or more people are named as responsible for a booking, each is jointly and severally liable for the whole of the amount due. That means we may recover the full amount from any one of them, without affecting their right to recover a share from the others.

Any claim should be notified to us within 30 days of the end of the stay, or within 30 days of the event giving rise to the claim, so that we can investigate while the evidence is fresh. A longer statutory limitation period is not shortened by this paragraph.

We would rather fix a problem than argue about it later. If something is not right during your stay, tell the desk immediately. Most issues — a noisy neighbour, a faulty air conditioner, a billing error, a missing towel — can be resolved within minutes while you are still here. If the desk cannot resolve it, ask to speak to the duty manager.

If you are not satisfied with the response, or if the issue arises after you leave, email info@jinnasuites.com within 30 days of the end of the stay. Include your booking reference, the dates, what happened, what you would like us to do, and any photographs or receipts that help. We will acknowledge your message within five working days and aim to give you a substantive response within 30 days.

We will investigate fairly, speak to the staff involved, review the records and respond in writing. If we got something wrong, we will say so and put it right. If we disagree, we will explain why and set out the options. We may offer a refund, a credit, a future stay or another remedy that is proportionate to the issue.

If direct discussion does not resolve the dispute, either of us may propose mediation before a mediator agreed by both parties, with the costs shared equally unless the mediator decides otherwise. Mediation is voluntary and without prejudice: nothing said in mediation affects either party's rights in later proceedings.

Nothing in this section prevents you from contacting a consumer-protection body or exercising a statutory right. We ask only that you give us a fair opportunity to resolve the matter first.

These terms and any dispute arising out of them, out of a booking or out of a stay are governed by the laws of the Republic of Uganda. The courts of Uganda have jurisdiction, and the parties submit to that jurisdiction. Nothing in this section deprives a consumer of the protection of a mandatory rule in the consumer's home country where that rule applies notwithstanding the choice of law.

Severability. If a provision of these terms is found to be invalid, illegal or unenforceable, that provision is modified to the minimum extent necessary to make it enforceable, or, if that is not possible, severed. The remaining provisions continue in full force.

Entire agreement. These terms, the booking confirmation and any applicable event or group contract are the entire agreement between us about the booking. They replace earlier discussions, quotations and representations, except a representation made fraudulently.

No waiver. If we do not enforce a right immediately, that does not mean we have given it up. A waiver is effective only if it is in writing and signed by someone authorised to give it.

Assignment. You may not transfer a booking to another person without our written agreement, because the rate and the room allocation may depend on who is staying. We may transfer our rights and obligations to a successor operator of the hotel, and we will tell you if that happens; your booking will be honoured.

Third-party rights. A person who is not a party to the contract has no right to enforce it, except as the law provides.

Survival. Clauses that by their nature should survive the end of the contract — including payment, liability, intellectual property, confidentiality and dispute resolution — continue to apply after check-out.

Electronic acceptance. An electronic confirmation, an email acceptance or a recorded acceptance at check-in has the same effect as a signed document, to the extent the law permits.

Headings. Headings are for convenience only and do not affect the interpretation of the clauses.

Notices under these terms must be in writing. A notice to us should be sent to reservations@jinnasuites.com for reservation matters, or to info@jinnasuites.com for general and legal matters, with a copy by telephone if the matter is urgent. A notice to you will be sent to the email address or telephone number on your booking. It is your responsibility to keep those details current.

A notice sent by email is treated as received on the next working day after it is sent, unless the sender receives an automated failure message. A notice sent by hand is treated as received when delivered. A notice sent by post is treated as received five working days after posting within Uganda, or ten working days if sent internationally. The reservations desk is staffed from 10:00 to 16:00 East Africa Time.

These terms are written in English, and the English version prevails over any translation. The website may offer the same content in Luganda, Swahili, Spanish, French and Simplified Chinese for the convenience of guests. If a translated version differs from the English version, the English version governs the contract. We will provide an English copy on request.

If you need these terms in another format — large print, a different file format, or a version you can read with assistive technology — contact the desk and we will provide one.

The current version of these terms is always available at https://jinnasuites.com/terms/. The Privacy Policy explains how we handle personal data, and the FAQ answers the questions guests ask most often. Neither document replaces these terms, but together they describe how we work.

Thank you for reading. We look forward to welcoming you to Jinna Suites Hotel.

The hotel has five room categories. The table below summarises them for the purposes of these terms. The room page is the authoritative description of amenities and approximate size; the booking confirmation is the authoritative record of the room, dates and rate for your stay.

All rates are per room per night and include all applicable taxes and statutory charges. They are indicative: the rate confirmed at the time of booking is the rate that applies. An extra bed or cot is subject to the room category and to availability, and is charged separately. Occupancy limits include children and cannot be exceeded for safety reasons.

Sizes and amenities are described on each room page. Where a room page states an approximate size, that figure is for guidance and may vary slightly between individual rooms in the same category.

This matrix is a summary. The cancellation section of these terms governs, and the confirmation for your rate governs over both. Times are calculated from the confirmed check-in time, which is 14:00 East Africa Time unless stated otherwise.

An amendment is a change to dates, room category or guest numbers. It is subject to availability and to the rate for the new dates. Moving a booking is treated as a new reservation for the new dates, and the cancellation terms of the new rate apply.

The following items are not included in the room rate. Each is quoted to you before you use it, and the amount is shown on your invoice if it applies. Prices are confirmed at the desk or in the event contract and may change from time to time; the quotation you accept is the price you pay.

Extra bed or cot

Subject to the room category and to availability. The charge is per night and is quoted when the bed is requested.

Early check-in

Available only when the room is ready. The desk will quote the charge, if any, before you agree.

Late check-out

Subject to the day's occupancy. A charge may apply; the desk will confirm it before 11:00.

Additional night

Charged at the rate confirmed for the extra night, inclusive of taxes and charges.

Meals, drinks and minibar

Charged as consumed, at the prices on the menu or in the room folder.

Laundry and dry cleaning

Charged per item at the list price; same-day service depends on the time of collection.

Airport transfer

Quoted by vehicle and journey. The driver is a third-party provider unless we confirm otherwise.

Event space and equipment

Quoted in the event contract, including set-up, audiovisual equipment, staffing and any minimum spend.

Damage, loss and deep cleaning

Charged at the reasonable cost of repair or replacement, supported by a receipt or quotation, as described in the damage section.

Lost key card

Charged at the replacement cost.

Pets

Where a pet is accepted, a cleaning charge may apply. Assistance animals are exempt.

Parking

Subject to availability. Any charge is stated at the desk or in the booking confirmation.

If you believe a charge is wrong, tell the desk before check-out or email us within 30 days. We will review it and correct any error.

A one-page summary for the room folder and for event guests. The full obligations are in the house-rules section of these terms.

• Quiet hours are 22:00 to 07:00. Please keep music, televisions and conversations at a level that cannot be heard in neighbouring rooms.
• No smoking indoors. This includes e-cigarettes and vaping. Smoke only in designated outdoor areas.
• No illegal substances. Unlawful drugs are not permitted anywhere on the premises.
• Drink responsibly. Alcohol is served only to guests aged 18 and over, and service may be refused to anyone who is intoxicated.
• Respect occupancy limits. Only registered guests may stay overnight. Visitors must leave by the time stated at check-in.
• Supervise children. Children must not be left alone in rooms, corridors, pool areas or event spaces.
• Pets by arrangement. Contact the desk before travelling with an animal. Assistance animals are always welcome.
• No cooking in rooms. Do not bring cooking appliances, heaters or open flames into the hotel.
• Keep escape routes clear. Do not block doors, corridors or fire equipment, and never tamper with detectors.
• Report problems early. Tell the desk about damage, leaks, lost keys or anything that affects safety.
• Check-out is by 11:00. Ask the day before if you need longer; late check-out depends on availability.
• Identification at check-in. Please have a passport, national identity card or driving licence ready.

Thank you for helping us keep the hotel calm, safe and comfortable for everyone.