Booking and cancellation policy

Planning a safari involves several moving parts, and different parts of a booking may carry different payment, amendment, and cancellation terms. This page explains how booking and cancellation policies work for trips arranged by Campo East Africa Safaris.

1. Core Booking & Cancellation Principles

Campo East Africa Safaris takes payment and makes bookings on behalf of clients for hotels, camps, airlines, and ground transport services included in an itinerary.

Each booking is subject to the terms that apply to the specific services reserved at the time of confirmation. These terms may differ by hotel, camp, airline, room type, fare type, season, special offer, or travel date.

This page is intended to explain the booking and cancellation rules that commonly apply to Campo bookings. Where a service provider issues written terms for a confirmed reservation, those terms will govern that part of the booking.

Campo EA Safaris will always apply the most favourable refund we can secure from our partners. However, some bookings, promotional rates, and airline tickets may be strictly non-refundable or may carry high cancellation or amendment charges.

In all cases, we strongly recommend comprehensive travel insurance that covers trip cancellation, curtailment, medical expenses, emergency evacuation, and missed flights or onward connections.

2. When Transport (Road Transfers / Safaris) Is Included

Where an itinerary includes road transfers, game drives, or other vehicle-based safari transport arranged by Campo East Africa Safaris, Campo offers a 100% refund on the vehicle component if that transport element is cancelled.

This refund applies only to the vehicle and road safari component arranged by Campo.

Other elements linked to the same itinerary may carry separate cancellation rules. These may include:

accommodation,
park or conservancy fees,
flights,
special activities,
and third-party services.

Where a booking combines several services, Campo will apply the cancellation terms for each component separately and advise the guest on the refundable and non-refundable portions.

3. Hotels & Lodges on Campo’s Website

Hotels and lodges do not all follow one standard cancellation policy. Some properties apply a fixed cancellation grid. Others apply different terms depending on the room, rate, season, or offer selected for the booking.

For this reason, Campo East Africa Safaris will always confirm the applicable accommodation terms at the time of booking. Guests should understand that a flexible room and a discounted room at the same property may carry very different cancellation rights.

Some bookings allow free cancellation up to a stated date. Others allow only a partial refund. Others are fully non-refundable from the moment payment is made.

3.1 Hotel / Camp Booking & Cancellation Summary

Hotel / Camp	Booking & cancellation summary
Zebra Plains Collection properties	Zebra Plains Collection applies a clear refund ladder. A 30% deposit is required to confirm a booking. If cancelled 60 days before arrival, the refund is typically 65% of the total invoice. If cancelled 45 days before arrival, the refund is typically 45%. If cancelled 30 days before arrival, the refund is typically 25%. No refund applies within 30 days of arrival. Peak or special travel dates may carry stricter terms.
Samburu Sopa Lodge / Sopa Lodges	Sopa Lodges uses a season-based cancellation grid. In Peak Season, the fee is commonly 25% if cancelled 45–60 days before arrival, 50% if cancelled 15–44 days before arrival, and 100% if cancelled 0–14 days before arrival. In High / Mid Season, the pattern is commonly 25% at 16–30 days, 50% at 8–15 days, and 100% at 0–7 days. In Low / Green Season, late cancellations may attract 25% at 3–7 days and 100% at 0–2 days. Reductions in stay or guest numbers may be treated the same way.
Serena Hotels in Kenya	Serena properties usually apply cancellation terms based on the specific room and rate booked. Some rooms may be flexible, while others may be partly refundable or fully non-refundable. Campo will confirm the applicable policy for the selected Serena booking before payment is completed.
Sarova Hotels, Resorts & Game Lodges	Sarova applies different cancellation rules depending on property type. City hotels often allow cancellation up to 24 hours before arrival without penalty, after which one night’s accommodation charge may apply. Some resorts and lodges commonly allow cancellation up to 48 hours before arrival, after which a one-night charge may apply. For Mara properties, cancellation within 72 hours of arrival may attract a 100% penalty for the full stay. Sarova also offers non-refundable rates that do not allow ordinary refunds or date changes once booked.
Ashnil Samburu Camp / Ashnil Hotels	Ashnil bookings may vary by room type, season, and offer. Where a strict written policy is attached to the confirmed booking, that policy will apply. Campo will communicate the applicable terms before payment is finalized.
Argyle Grand Hotel Nairobi Airport	Argyle Grand does not apply one universal cancellation rule across all rooms. The cancellation and prepayment terms depend on the accommodation type and rate selected. Campo will confirm the exact terms attached to the chosen booking before payment.
Emara Ole-Sereni	Emara Ole-Sereni applies booking terms that may vary by accommodation type and dates. Some reservations may carry a late cancellation charge, especially where cancellation happens close to arrival. Campo will advise guests on the exact terms attached to the confirmed room and rate.
Ololo Safari Lodge	Ololo applies its own booking terms. The balance is typically due 30 days before arrival. For cancellations of forward bookings, the balance may attract a charge of 50% at 21 days, 75% at 14 days, and 100% at 7 days before arrival. In some cases, a separate administration fee may also apply.
Sweetwaters Serena Camp	Sweetwaters Serena Camp follows room-specific cancellation terms. The exact refund position depends on the room and rate booked. Campo will confirm whether the selected stay is flexible, partly refundable, or non-refundable before payment.
Maisha Sweetwaters Camp	Maisha Sweetwaters Camp may apply different cancellation terms depending on the room and offer selected. Some bookings may allow cancellation up to a stated date, while others may carry stricter penalties. Campo will advise on the applicable terms before confirmation.
Sanctuary Tambarare Camp	Sanctuary Tambarare uses a written cancellation grid. If cancelled more than 60 days before arrival, the charge is 20% of the total booking value. If cancelled 60 to 31 days before arrival, the charge is 50%. If cancelled 30 days or less before arrival, the charge is 100%.
Enkai Farmhouse	Enkai Farmhouse may be subject to the cancellation terms attached to the active reservation type used for the booking. Campo will confirm the refund window and applicable penalties before collecting final payment.
Kilima Safari Camp	Kilima Safari Camp applies cancellation and prepayment terms according to the room and rate selected. Campo will communicate the exact policy attached to the confirmed booking before payment is made.
Amboseli Serena Safari Lodge	Amboseli Serena Safari Lodge uses room-level cancellation terms that can vary by accommodation type and dates. Campo will confirm the applicable cancellation and payment conditions before the booking is finalized.
Ol Tukai Lodge	Ol Tukai Lodge may apply cancellation rules according to the package, room type, and dates booked. Campo will communicate the exact written terms that apply to the confirmed reservation.
Sentrim Samburu Lodge	Sentrim Samburu Lodge applies cancellation terms according to the selected rate plan. No-shows are generally charged in full. Campo will confirm the cancellation conditions attached to the chosen booking before payment is completed.
Soroi Larsens Camp	Soroi Larsens Camp may apply booking-specific terms depending on the reservation issued. Campo will communicate the exact cancellation and amendment conditions linked to the confirmed stay before payment is completed.

3.2 Important Note for Hotel Bookings

Accommodation terms may differ even within the same property.

That means:

one room may allow cancellation up to a certain date,
another may allow only a partial refund,
and another may be fully non-refundable.

For that reason, Campo East Africa Safaris will always advise guests of the applicable hotel or lodge cancellation terms before confirming the booking.

4. When a Plane Ticket Is Included

Where a booking includes a domestic or international flight, the airline’s fare rules and ticket conditions apply to that air sector.

Flight tickets are often more restrictive than road transport or accommodation. Some fares are flexible. Some allow changes with a fee. Others are partly refundable. Many promotional fares are fully non-refundable once issued.

If a booking includes flights, Campo East Africa Safaris will advise the guest on the applicable fare conditions before ticketing wherever those rules are available at the time of booking.

4.1 Airline Booking & Cancellation Summary

Airline	Booking & cancellation summary
SafariLink	SafariLink tickets are generally non-refundable and non-transferable. Cancellations made up to 96 hours before departure may attract a fixed fee per passenger, with the remaining value sometimes held as credit subject to airline rules. Cancellations made closer to departure may attract 100% charges, and no-shows are usually non-refundable.
AirKenya Express	AirKenya commonly applies a fixed-fee structure based on how far in advance cancellation is made. Cancellations made more than 10 days before travel may attract a fee per ticket. Cancellations made between 10 and 5 days before travel may attract a higher fee. Cancellations made 4 days or less before travel are commonly treated as fully chargeable with no refund.
Kenya Airways	Kenya Airways applies refund and change rules according to the fare conditions attached to the ticket. Some fares are flexible. Others are partly refundable. Many promotional fares are non-refundable, except possibly for unused taxes where allowed. Refund eligibility and rebooking charges depend on the specific ticket purchased.

4.2 Important Note for Flight Bookings

Where Campo arranges flights as part of a safari package, the flight ticket may carry different cancellation terms from the rest of the itinerary.

This means one booking may contain:

a road transfer that is fully refundable,
a hotel that is partly refundable,
and a flight that is non-refundable.

Campo East Africa Safaris will always break down the applicable terms as clearly as possible at the point of booking.

5. Changes, Reductions, and No-Shows

Cancellation charges are not limited to full trip cancellation.

Charges may also apply where a guest:

reduces the number of travellers,
shortens the stay,
changes travel dates after confirmation,
fails to arrive on time,
or misses a scheduled flight, transfer, or check-in.

A no-show is often treated as 100% chargeable, especially for flights, lodges, and camps.

6. Refund Processing

Where a refund is permitted, the amount returned depends on what Campo East Africa Safaris is able to recover after any applicable supplier penalties, bank charges, card charges, transfer costs, currency conversion losses, or non-refundable service elements.

Refunds can only be processed after the affected supplier has confirmed the refundable balance, where any exists.

7. Before You Confirm Your Booking

Before making payment, guests should ensure they understand:

the cancellation terms for the accommodation included,
the fare conditions for any flight included,
the amendment and no-show rules,
and whether any part of the booking is flexible, partly refundable, or non-refundable.

This is especially important for safari itineraries that combine camps, flights, park access, and road transport, because different parts of the same trip may carry different cancellation terms.

Book with Campo East Africa Safaris

Booking through Campo East Africa Safaris means your accommodation, transport, and flight arrangements are handled in one place, with the applicable booking terms explained before confirmation.

Where cancellations or changes become necessary, Campo will work directly with the relevant partners and apply the most favourable refund available under the confirmed booking terms.

To book your safari with clear support from planning through travel, explore our safari packages and let Campo East Africa Safaris arrange your trip with confidence. Contact us via WhatApp, email or phone today.