Our Services

These rules are intended to ensure a safe, comfortable, and restful stay for all guests. We appreciate your cooperation.

Identification and Registration

1. Valid ID required at check-in. All guests must present a valid photo ID (national ID card, passport, or driver’s license) at reception. Guests who refuse to provide valid identification will not be issued a room key.
2. Visitors must register. Any in-room visitor must present a valid ID at reception and obtain a visitor access pass.
3. Minimum check-in age. The primary registered guest must be at least 18 years old and must complete the check-in process in person. The hotel may refuse accommodation to unaccompanied minors.

Check-in, Check-out, and Key Policy

1. Check-in: from 3:00 PM (flexible, subject to availability).
2. Check-out: 10:00 AM (strict).

Late check-out: charged at no less than half of the nightly room rate, subject to availability.

1. Room key handling: Guests must leave their room key at reception whenever they leave the hotel premises and collect it upon return.

Keys must also be returned to reception at check-out.

Room Use, Payments, and Guest Responsibility

1. Accommodation is charged per night. Rooms are rented on a nightly basis. A room night begins at check-in and ends at 10:00 AM on the day of departure.
2. Payment terms. Payment is required at check-in.

Reservations require advance payment of at least one (1) night, unless otherwise agreed by management.

1. Default stay duration. If the length of stay is not specified at check-in, the reservation will be treated as one (1) room night.
2. Extensions. Requests to extend the stay must be made at reception by 10:00 AM on the day of departure and are subject to room availability.
3. No room transfer. The registered guest may not transfer or assign the room to another person.
4. Room setup. Moving or rearranging furniture, or transferring items between rooms, is not permitted.
5. Water provision. Two bottles of water per person per day are provided. Additional bottles are chargeable.
6. Damage and loss. Guests are responsible for any loss, damage, or breakage of hotel property caused by themselves or their visitors and will be charged accordingly.
7. Unregistered persons. The hotel is not liable for injury, damage, or loss arising from any person who is not registered/authorized to occupy the room.
8. Right to refuse service. The hotel may refuse accommodation to guests who previously breached hotel rules, caused damage, disturbed other guests, or endangered staff or visitors.
9. Service concerns. Please report any service issues to reception as soon as possible so we can address them promptly.
10. Valuables and safekeeping. Each room includes a safe. Guests are strongly encouraged to use it. For items that should not be left in the room safe, please request secure safekeeping at reception/management.

The hotel is not liable for loss or damage of valuables not secured in the in-room safe or formally deposited with reception/management.

1. Vehicles. The hotel is not responsible for loss of, or damage to, vehicles or their contents.
2. Report damage immediately. Any damage discovered must be reported to reception immediately.

Housekeeping, Safety, and Quiet Hours

1. Housekeeping and maintenance access. Housekeeping and necessary repairs are typically carried out when the guest is out of the room. If the guest is present, access will be requested and conducted with the guest’s consent.
2. Right of entry for safety and welfare. If the hotel is unable to contact a guest for 24 hours, the hotel reserves the right to enter the room in a controlled manner for welfare and safety purposes, in the presence of a witness where appropriate.
3. Quiet hours. Quiet hours are 10:00 PM to 7:00 AM. Guests are expected to behave respectfully and avoid disturbing others.
4. Lost property. Items left behind after check-out may be returned to the address provided by the guest (shipping costs may apply).

If the return is not authorized, items will be stored for one (1) month and may be donated or disposed of thereafter.

1. Disorderly conduct. The hotel may terminate accommodation, including paid stays, in cases of disorderly or unsafe conduct. No refund will be provided in such cases.

Prohibited Activities and Items

1. The following are strictly prohibited anywhere on the hotel premises: cooking in rooms, reheating outside food in rooms, gambling, contraband, prostitution, weapons, explosives, flammable materials, poisons, illegal drugs (including marijuana), and any activity that creates excessive noise, odors, or disruption (including strong-smelling foods or perfumes where they affect other guests).

Additional cleaning, recovery, or damage charges may apply.

1. Electrical safety. For fire safety reasons, guests may not use heaters, electric irons, or similar appliances not provided by the hotel. This restriction does not apply to personal chargers and power adapters for phones, computers, and audio-video devices.
2. Smoking policy. Smoking is strictly prohibited in public/common areas (including the bar, restaurant, and front desk areas). When smoking causes room or area recovery costs, an additional charge may apply.
3. Pets. Animals are not permitted on hotel premises.

Sanitary Regulations

1. The hotel reserves the right to refuse accommodation to any person whose condition may pose a health risk or cause significant discomfort or inconvenience to other guests.

Thank you for your understanding and cooperation.
GOSEN HOTEL, your address of comfort in Lubumbashi.
Enjoy your stay.
Gosen Hotel Management