Terms & Conditions
Last Updated: January 12, 2026
1. Agreement to Terms
These Terms and Conditions constitute a legally binding agreement made between you, whether personally or on behalf of an entity ("you") and Sultan Palace Hotel ("we," "us" or "our"), concerning your access to and use of our website, mobile application ("App"), and on-premise services.
By accessing our website, downloading our App, or physically staying at our property, you confirm that you have read, understood, and agreed to be bound by all of these Terms and Conditions. If you do not agree with all of these terms, you are expressly prohibited from using our services and must discontinue use immediately.
2. Digital Services & App Usage
2.1 The Sultan Palace App
Our mobile application allows guests to manage book stays, order food, book spa treatments, and access hotel information. You agree to provide accurate, current, and complete information during the registration and ordering process.
2.2 Account Security
You are responsible for maintaining the confidentiality of your account credentials. Any activity that occurs under your account is your responsibility. Please notify us immediately of any unauthorized use.
2.3 Intellectual Property
The content, features, and functionality of our Website and App, including text, graphics, logos, and software, are the exclusive property of Sultan Palace Hotel and are protected by international copyright laws.
3. Booking & Payment Policies
- Check-in / Check-out: Check-in time is from 14:00 (2:00 PM). Check-out time is until 11:00 (11:00 AM). Late checkout is subject to availability and may incur additional charges (50% of room rate until 6:00 PM, 100% thereafter).
- Payment: A valid credit card is required to guarantee your reservation. We accept Visa, MasterCard, and American Express. Cash payments (USD/TZS) are accepted at the front desk.
- Cancellation (Standard): Cancellations made more than 48 hours before arrival are free of charge. Cancellations within 48 hours will be charged for the first night.
- No-Shows: Failure to check in on the scheduled date without prior notice will result in a penalty charge of 100% of the total booking value.
- Minors: Guests under 18 years of age must be accompanied by an adult.
4. Hotel Facilities & Services
Values & Spa
Spa treatments are available by appointment. We recommend booking at least 24 hours in advance via the App or Reception. Arrive 15 minutes prior to your scheduled time.
*Cancellations within 4 hours of appointment time incur a 50% charge.
Fitness Center
The Gym is open from 6:00 AM to 9:00 PM. Usage is at your own risk. Proper athletic attire and footwear are required. Children under 16 are not permitted without adult supervision.
Swimming Pool & Beach
There is no lifeguard on duty. Swimming is at your own risk. Glassware is strictly prohibited in the pool and beach areas; please use the provided plasticware.
Laundry Service
Standard service turnaround is 24 hours. Express service (4 hours) is available at a 50% surcharge. The hotel is not responsible for shrinkage or color fastness.
5. Food & Beverage Policy
You may order food and beverages via the Sultan Palace Mobile App or by calling Room Service.
- 1.In-Room Dining: Available 24/7. A tray charge may apply. Please allow 30-45 minutes for preparation and delivery.
- 2.Beach & Pool Ordering: Orders must be placed using the App's "Location Pin" feature or by notifying a server. Delivery is restricted to designated hotel zones.
- 3.Alcohol: Following Zanzibar regulations and hotel policy, alcohol is served only to guests aged 18 and above. We reserve the right to refuse service to intoxicated guests.
- 4.Food Safety: Outside food and delivery services are not permitted on hotel premises for health and safety reasons.
6. Guest Conduct
To ensure a relaxing environment for all, we ask guests to respect the following:
- Quiet Hours: Please keep noise levels to a minimum between 10:00 PM and 7:00 AM.
- Smoking: Smoking is prohibited in all indoor rooms and enclosed public spaces. Designated smoking areas are available outdoors. A cleaning fee of $200 applies for smoking in rooms.
- Visitors: Non-registered guests are not permitted in guest rooms after 11:00 PM. They are welcome in the lobby and restaurant areas.
- Damage to Property: Guests are liable for any damage caused to hotel property. The cost of repair or replacement will be charged to the guest's account.
7. Liability & Disclaimer
Valuables: Electronic safes are provided in every room. The management accepts no liability for loss of money, jewelry, or other valuables not deposited in the main hotel safe.
Force Majeure: The hotel cannot accept responsibility or pay any compensation where the performance of our contractual obligations is prevented or affected by force majeure (war, riot, terrorist activity, industrial dispute, natural or nuclear disaster, fire, adverse weather conditions, closure of airports/ports, etc.).
Third-Party Services: Tours, excursions, and taxi services booked through our concierge are provided by independent third parties. The hotel is not liable for the acts or omissions of these third parties.
8. Contact Us
If you have any questions regarding these Terms and Conditions, please contact our management team:
Sultan Palace Hotel Management
Dongwe, East Coast, Zanzibar, Tanzania