1. CHECK-IN & CHECK-OUT POLICY

Check-In Time

• Standard Check-in: 2:00 PM and after

Check-Out Time

• Standard Check-out: 10:00 AM

Late Arrival

• If you're arriving outside of standard hours, please contact us in advance

2. CANCELLATION & REFUND POLICY

Cancellation Timeline & Fees

30+ Days Before Arrival:

• Forfeit: 25% of deposit
• Refund: 75% of deposit + full remaining balance
• Example: R500 deposit → You get R375 back + any balance not yet paid

21-29 Days Before Arrival:

• Forfeit: 50% of deposit
• Refund: 50% of deposit + full remaining balance
• Example: R500 deposit → You get R250 back + any balance not yet paid

14-20 Days Before Arrival:

• Forfeit: 100% of deposit
• Refund: Any remaining balance not yet paid
• Example: R500 deposit → Lost, but remaining balance refunded

7-13 Days Before Arrival:

• Forfeit: 100% of total booking amount
• Refund: None
• All payments (deposit + balance) are non-refundable

Less Than 7 Days Before Arrival:

• Forfeit: 100% of total booking amount
• Refund: None
• All payments are non-refundable

No-Show Policy

• If you do not arrive and do not cancel, you will be charged 100% of the total booking amount
• No refunds will be issued for no-shows

How to Cancel

• Contact us via:
  • Email: info@ematolweniguesthouse.co.za
  • Phone: +27 785 926 801
  • WhatsApp: +27 785 926 801
• Cancellations must be confirmed in writing
• Cancellation is effective from the date we receive your notice

Refund Processing

• Refunds are processed within 7-10 business days
• Refunds are issued to the original payment method
• Bank processing times may vary

Emergency Cancellations

• We understand that unexpected situations occur (illness, family emergency, etc.)
• While our standard policy applies, we will consider each case individually
• Please contact us directly to discuss your specific situation
• Medical documentation may be required for consideration

Booking Modifications

• If you need to change your booking dates (not cancel), please contact us
• Date changes are subject to availability
• Date changes requested more than 14 days before arrival: No fee
• Date changes requested less than 14 days before arrival: Subject to cancellation policy

3. PAYMENT POLICY

Payment Methods

We accept the following payment methods:

• Credit Cards (Visa, Mastercard)
• Debit Cards
• Bank EFT (Electronic Funds Transfer)
• Instant EFT

Payment Schedule

At Time of Booking:

• A deposit is required to secure your reservation
• Deposit amount: [Varies by booking - specified at checkout]
• Payment is processed through our secure booking system (Nightsbridge)

Before Arrival:

• 5 days before your arrival date, you will receive an automated payment link via email
• This link is for the remaining balance of your booking
• Payment must be completed before check-in
• If balance is not paid, we reserve the right to cancel your reservation

Payment Security

• All payments are processed through secure, encrypted payment gateways
• We do not store your credit card information
• Your payment information is protected by industry-standard security measures

Receipts & Invoices

• A receipt will be emailed to you upon successful payment
• Tax invoices available upon request
• Keep your booking confirmation for check-in

4. HOUSE RULES

Respect for Others

• Please be considerate of other guests
• Quiet hours: 10:00 PM - 7:00 AM
• Keep noise levels reasonable at all times

Room Care

• Please treat the room and furnishings with care
• You are responsible for any damage caused during your stay
• Report any damages or maintenance issues immediately

Safety & Security

• Lock your room when leaving
• Do not prop open security doors or gates
• Report any suspicious activity to management
• Report any suspicious activity to management

Keys

• You are responsible for your room key
• Lost keys will incur a replacement fee
• Do not duplicate keys

5. SMOKING POLICY

Strictly Non-Smoking Indoors

• All rooms are 100% smoke-free
• No smoking inside the building at any time
• This includes cigarettes, e-cigarettes, vaping, and any other smoking devices

Outdoor Smoking

• Smoking is permitted in outdoor areas only
• Please dispose of cigarette butts properly
• Do not smoke near windows or doorways

Violation Fee

• Smoking in rooms will result in a cleaning fee of R1,000
• This fee covers deep cleaning, deodorizing, and lost bookings
• Fee will be charged to your payment method on file

6. PET POLICY

Pets are NOT permitted at Ematolweni Guesthouse.

• No pets of any kind are allowed on the premises
• Violation may result in immediate termination of your stay without refund

7. CHILDREN POLICY

Children Welcome

• Children of all ages are welcome at Ematolweni Guesthouse
• We are a family-friendly establishment

No Extra Charge

• Children stay free (no additional charge per child)
• Children are included in the maximum occupancy count per room

Child Amenities

• Cribs/cots are NOT available
• High chairs are NOT available
• Please bring your own child equipment if needed

Parent Responsibility

• Parents/guardians are responsible for supervising children at all times
• Please ensure children do not disturb other guests
• Parents are liable for any damage caused by children

8. MAXIMUM OCCUPANCY

• Each room has a specified maximum number of guests
• This limit cannot be exceeded for safety and comfort reasons
• Maximum occupancy includes children and infants
• Exceeding occupancy limits may result in additional charges or termination of stay

9. HOUSEKEEPING

Daily Cleaning

• Rooms are cleaned before your arrival
• Daily housekeeping is provided during your stay upon request 10:00 - 14h00

Request Cleaning

• If you need cleaning or fresh towels during your stay, please request at reception

Towels & Linens

• Fresh towels and linens are provided at check-in
• Additional towels available upon request

10. FACILITIES & AMENITIES

What's Included (Free)

• Free WiFi throughout the property
• Free secure parking
• Air conditioning with heating function
• Smart TV in room
• Mini kitchen (sink, countertop, kettle, microwave, basic utensils)
• Backup water supply
• No load shedding (property on mining grid)

What's NOT Available

• Breakfast service (not provided)
• Swimming pool
• Gym/fitness center
• Laundry service
• Room service
• Communal kitchen
• Dedicated braai area (guests may braai in designated outdoor spaces with permission)

11. LIABILITY & RESPONSIBILITY

Guest Responsibility

• You are responsible for your personal belongings
• We are not liable for lost, stolen, or damaged personal items
• Use of facilities is at your own risk

Property Damage

• Guests are liable for any damage to the property, furniture, or fixtures
• Damage costs will be charged to your payment method
• Please report any pre-existing damage at check-in

Insurance

• We recommend travel insurance for your booking
• Travel insurance can cover cancellations, medical emergencies, and lost belongings

12. FORCE MAJEURE

Circumstances Beyond Our Control

In the event of circumstances beyond our control (natural disasters, government restrictions, power failures, water shortages, etc.):

• We will make every effort to accommodate you
• Alternative arrangements will be offered where possible
• Refunds or credits may be provided at our discretion
• Our standard cancellation policy may be waived in extreme circumstances

Load Shedding Exception

• Our property is on a mining grid and does NOT experience load shedding
• This is one of our unique advantages
• In the unlikely event of power disruption, we will provide alternative arrangements

13. RIGHT TO REFUSE SERVICE

We reserve the right to refuse service or terminate your stay without refund if:

• You violate any of these policies
• You engage in illegal activity
• You behave in a disruptive, threatening, or abusive manner
• You damage property
• You exceed room occupancy limits
• You bring unauthorized guests or pets

14. PRIVACY & DATA PROTECTION

Your Information

• We collect personal information for booking and communication purposes only
• Your information is stored securely and not shared with third parties (except payment processors)
• We comply with POPIA (Protection of Personal Information Act)
• See our Privacy Policy page for full details

15. CONTACT & COMPLAINTS

We Value Your Feedback

• If you have any issues during your stay, please contact us immediately
• We want to resolve any problems while you're here

Contact Methods

• Reception: +27 785 926 801
• Email: info@ematolweniguesthouse.co.za
• WhatsApp: +27 785 926 801

Complaints Procedure

1. Report issue to management immediately
2. We will work to resolve the issue promptly
3. If unresolved, please email us with full details
4. We will respond within 48 hours

16. AMENDMENTS TO POLICIES

• We reserve the right to amend these policies at any time
• Updated policies will be posted on our website
• Bookings are subject to the policies in effect at the time of booking
• Major changes will be communicated to existing bookings where applicable

SUMMARY QUICK REFERENCE