The following are answers to our most Frequently Asked Questions. If you have any questions about our hotel supplies beyond what you see on this page or you would prefer to speak to someone on our staff please do not hesitate to contact us.
HOW DO I PLACE AN ORDER?
At Hotel Life Ltd, we provide the ability to place a Hotel Life product order here on our website. If you wish to place an order using a pre-paid cheque, cash or bank transfer, please send us an email with your order details as well as your shipping address or fill out our convenient fax order form and indicate in the payment section that you would like to pay either by cheque, cash or bank transfer. We will email you an order summary. Please include that order summary along with your mode of payment and send to us via mail. We will place your order and ship once we receive your payment.
HOW DO I ORDER SAMPLES?
At Hotel Life, we are happy to offer you samples of our hotel supplies. We receive a substantial number of requests for samples and we try to accommodate as many as possible. Those hotel supply samples that can be sent to you at no charge include small items such as washcloths, soap, pillowcases, and more within Nairobi. Larger sample items – such as mattress pads, pillows, and more – will include a charge for the item as well as a shipping charge.
HOW IS MY ORDER CONFIRMED? DO YOU OFFER PACKAGE TRACKING?
As soon as you place your order we will send you an email as your receipt of sale. Please double check that you have entered the correct email address so that we can effectively communicate with you. We do offer tracking on packages, however be sure to wait at least two business days after placing your order before implementing tracking. Should you want to track your package, please submit our convenient tracking form
DO I HAVE TO BE A HOTEL TO PLACE AN ORDER WITH HOTEL LIFE ONLINE?
NO. Our name is Hotel Life but we serve more than hotels. In fact, many of our clients include organizations, hospitals, charity groups, schools and universities, government offices, military installations, and even individual consumers. We offer easy, convenient online shopping where you will find all of our products including pictures and prices. Because we make frequent updates an online catalog works most effectively.
ARE THERE ANY CANCELLATION CHARGES ?
Yes, Be sure to double check your order before you submit it to ensure that you have chosen the appropriate items. Do not accept a package that is damaged. If you are delivered a damaged package please refuse the shipment from the carrier and get a receipt. Contact our customer service department immediately so that we may coordinate a new shipment. Please thoroughly inspect your packages once they arrive. Be sure to notify our customer service department right away if there is any damage, shortage of product, or if you need to exchange or return the item(s).
WHAT ARE YOUR SHIPPING POLICIES?
Our delivery times differ according to the products we ship. Most items ship within 48 hours, however special order items and some larger hotel supplies take longer to ship countrywide. Most product ship times are noted along with product information. If you are placing a time sensitive order, please email our customer service department before placing your order so that we can ensure that you will receive it on time. In general, we ask that customers allow 7-10 days for delivery. Hotel Life ships most products via G4S or Wells Fargo. Larger items may be shipped differently.