PAYMENT & CANCELLATION POLICY

 

1. SECURING YOUR BOOKING

  • Standard Deposit: A 50% deposit is required within 48 hours to secure your room.
  • Settling the Balance: The remaining balance is due at or before check-in.
  • Company POs & Vouchers: We accept official company Purchase Orders and Vouchers to hold a provisional booking. However, full payment must still reflect in our account before the guest checks in.
  • Last-Minute (Arrival <48h): Confirmation (Deposit/PO/Voucher) is due within 1 hour.
  • Extension: If you are travelling or unable to pay/confirm in time, please contact us within that hour to request an extension; otherwise, the room will be released.
  • The "Paid in Full" Rule: Room keys will only be released if the booking is paid in full. If payment was made via EFT, the funds must reflect in our FNB account.
  • Non-FNB Customers: Please use the "Immediate Payment" (Pay and Clear) option for same-day arrivals to avoid check-in delays.

2. LATE DEPOSITS

  • No Guarantee: Payments received after the stipulated deadline (48 hours/1 hour) do not guarantee a reservation.
  • Refunds: If the room was released and subsequently re-let, a refund will be issued, subject to a 10% administration fee of the amount paid. Refunds take 7-14 business days.

3. CANCELLATIONS & SHORTENED STAYS

  • 7+ Days Notice: Refundable, subject to a 15% administration fee of the total booking value.
  • Late Cancellation / No-Show: Cancellations with less than 7 days notice are strictly non-refundable by default.
  • Shortened Stays: A 24-hour notice period is required for early departures.
    • Notice must be provided in writing before 10:00 AM.
    • If notice is received after 10:00 AM, the following night will be charged as a mandatory notice period.
  • Credits vs. Refunds: We do not offer cash refunds for shortened stays or late cancellations.
    • Resell Policy: A booking credit (valid for 3 months) will only be offered if we successfully resell your room for the cancelled dates.
    • Discretionary Refunds: In rare cases where a refund is granted at our sole discretion, it will be subject to a 15% admin fee of the total booking value. Refunds take 7-14 business days.

4. ARRIVAL AND DEPARTURE

  • Check-In Window: 14:00 – 20:00 (Sundays & Public Holidays until 18:00).
  • No-Show Policy: Guests who do not arrive by the time the reception closes, and without prior arrangement, forfeit the stay and all payments.
  • Late Self-Check-In: Available until 22:00 strictly via lockbox. This must be arranged before the reception closes.
  • AFTER-HOURS SUPPORT: No calls will be taken and no assistance provided after 22:00. Access will be unavailable until 07:00 the next morning.