Terms & Conditions
effective from 01 May 2024
Booking Policy
Booking with us signifies a contractual agreement bound by our Terms and Conditions, which are considered accepted upon booking.
- We reserve the right to relocate guests to a room of similar standard if necessary.
- Complimentary off-street parking (unenclosed) is available without the need for prior reservation.
- All transactions will be processed in South African Rands (ZAR).
- All rates are inclusive of 15% Value Added Tax (VAT).
- While rates are subject to change without prior notice, confirmed reservations will always be honoured at the agreed-upon rates. Any subsequent reduction in prices due to special offers will not apply to confirmed bookings.
Cancellation Policy
We understand the importance of flexibility, but in order to maintain the efficiency of our operations, we must enforce certain policies regarding cancellations.
- Only written cancellations will be accepted, which will be acknowledged by our reservations office.
- Standard Cancellation Terms
– 8 or more days prior to arrival – NO cancellation fee
– 7 days prior to arrival – 75% cancellation fee - Peak Season Cancellation Terms (16 December – 15 January annually)
– 31 or more days prior to arrival – NO cancellation fee
– 30 – 0 days prior to arrival – 100% cancellation fee - No shows and early departures will incur a 100% cancellation fee. Guests will be considered “No Shows” if they haven’t arrived by 07:00pm (19h00) unless prior notification has been given.
- Any changes to the reservation dates will be treated as cancellations and are subject to the corresponding cancellation fees.
- Cancellation fees apply regardless of whether a deposit has been paid.
- Every effort will be made to resell the reserved accommodation. However, if we are unable to do so, we reserve the right to charge the full applicable cancellation fee.
Check-in / Check-out
- Our Reception operates from 08:00am (08h00) until 07:00pm (19h00).
- Check-in is available between 02:00pm (14h00) and 07:00pm (19h00).
- For arrivals after 07:00pm (19h00), we offer a Self Check-in option until 11:30pm (23h30).
- Check-out by 11:00am (11h00) at the latest. Late check-outs are subject to availability.
- Upon arrival at the Guest House, guests are required to complete the Guest Registration form, sign the Disclaimer and Indemnity form, and provide a valid form of identification.
- Payment for breakfast and any additional charges must be settled on the day of departure.
- A final tax invoice will be issued upon check-out once all transactions are finalized.
Guest House Policies
- Complimentary WiFi is available in all areas. While we’ll do our best to assist with any connection issues, please note that Mandalay Guest House is not responsible for any inability to connect. We cannot guarantee the quality of the WiFi signal or the provider’s bandwidth.
- While our housekeepers are experienced, Mandalay Guest House accepts no liability for any damage they may inadvertently cause to your personal property during their services. Regrettably, they are unable to babysit, wash cars, do shopping or perform tasks beyond their designated duties.
- For the safety and comfort of all guests, smoking is strictly prohibited in rooms, balconies, and dining areas, in compliance with government regulations.
- For any keys not returned, there will be a R100.00 charge. If the Guest loses or misplaces their keys during occupation and require assistance to gain entry, an additional charge of R100 will be made.
- Guests are held responsible and accountable for any breakages or damages incurred to the accommodation or its contents. Please report any incidents as they occur. We retain the right to impose charges on guests for any apparent misuse of linens and towels, as well as for any intentional, negligent, or reckless damage or breakage to Mandalay’s property, encompassing but not limited to furniture, fixtures, curtains, laminate flooring, and decor. The same policy applies to any missing items or for the duration during which the room is deemed unusable due to damages.
- No parties, loud disturbances, or reckless behaviour will be tolerated. Guests are expected to tolerate acceptable ambient noise levels. Management reserves the right to monitor and control noise levels, particularly between 10:00pm (22h00) and 07:00am (07h00). Should we receive complaints about disturbances from other guests, we reserve the right to evict without refund.
- No persons other than those persons named on the guest registration form are permitted to use the property and under no circumstances may the total number of people sleeping at each room exceed the maximum number stipulated by us. Management is entitled to require the client and its party to vacate the room if this rule is not complied with. In the event that it is possible to accommodate any extra person/s in the same room, an additional charge will become payable. The final decision regarding the accommodation of additional persons in the same room rests entirely with management.
- The person who signs the guest registration form is accountable for the behaviour of all guests in their party. Management reserves the right to require the departure of any party behaving in an unacceptable manner.
- Mandalay Guest House is not liable for guests’ vehicles or their contents. All cars are parked at the owner’s risk. We also do not accept responsibility for loss or damage to personal possessions.
Complaints
- Should you encounter any concerns or issues during your stay at our guest house, kindly bring them to the attention of the duty manager promptly. Our team will make every effort to address them immediately.
- Any malfunctioning electrical appliances such as televisions, kettles, hair dryers, or fridges will be repaired as soon as possible. No reductions or refunds in the price of the room will be made or allowed as a result of such faults or any other problems that may arise.
- We do not assume responsibility for inconveniences caused by factors such as load shedding, power outages, or inclement weather conditions.
- If a resolution cannot be reached during your stay, please notify us in writing within two weeks following the conclusion of your visit.