BOOKING AND CANCELLATION POLICIES

17 March to 31 May 2020

One&Only Resorts remains committed to the joy of travel, an important part of our lives. Given the current uncertain environment, we have updated our cancellation policy to give you/your guest the upmost flexibility. One&Only Resorts is waiving all cancellation and change fees applicable to all existing and new bookings for stays between 17 March 2020 and 31 May 2020. We would be happy to rebook your/ your guest’s reservation, or ultimately, cancel your/ your guest’s reservation and refund any deposits received. Your [your guest’s] health and wellness is paramount, and we hope to welcome you to one of our locations soon. We are doing everything we can to provide a safe environment and ultimately a holiday full of Amazing Experiences and Everlasting Memories. Thank you for your understanding and cooperation.

BOOKING OPTIONS:

If you would like to book multiple rooms, please make sure to use a different name for each room, otherwise the duplicate name reservation may be cancelled by the Resort. A maximum of 4 rooms can be reserved through the website, a request between 5 and 9 rooms can be made via the reservation department at a request exceeding 9 rooms will be considered as a group request and should be made via a regional sales office and group rates would be applicable. Groupsandevents@oneandonlycapetown.com or at +27 431 5800

REVISIONS:

A change in the length of stay or dates of your reservation is subject to availability and may result in a rate change.

GUARANTEE & PRE-PAYMENT POLICY:

Room Rate excludes South African Tourism Levy of R40.00 per room per night which will be charged upon check out. Effective 01 April 2018, room rates will include 15% VAT. All fees are subject to change at any time without notice.

HIGH
08 January 2020 to 25 April 2020
26 September 2020 to 17 December 2020

  • 1 night deposit is required to secure the reservation and will be required within 24 hours of confirming the reservation.
  • 7 days prior to arrival, bookings must be pre-paid in full.

LOW & SHOULDER
26 April 2020 to 28 June 2020
29 June 2020 to 25 September 2020

  • 1 night deposit is required to secure the reservation and will be required within 24 hours of confirming the reservation..
  • 7 days prior to arrival, bookings must be pre-paid in full.

PEAK
18 December 2020 to 05 January 2021

  • Initial non-refundable Deposit Guarantee equal to 20% of the total reservation value will be paid within 14 days of booking reservation.
  • Bookings made from 01 July 2020 to 31 of August 2020 a deposit of 20% of the total reservation value will be required within 7 days of holding the reservation.
  • On 31 August 2020, balance of full payment will be due.

Applicable to the Presidential Suite and the Table Mountain Suite

  • Full prepayment is required within 72hrs of reservation

CANCELLATION POLICY:

The resort must be notified of cancellations and reductions in rooms as early as possible, however, no later than specified below:

HIGH
08 January 2020 to 25 April 2020
26 September 2020 to 17 December 2020

  • In case of a no-show or cancellation 7 - 0 days prior to arrival, cancellation penalty charge amounting to 100% of total room charge will apply.
  • Reservations made within 7 days prior to arrival, will require guarantee and payment within 24 hours of reservation. Any cancellation thereafter will be charged in full.

LOW & SHOULDER
26 April 2020 to 28 June 2020
29 June 2020 to 25 September 2020

  • In case of a no-show or cancellation 7 - 0 days prior to arrival, cancellation penalty charge amounting to 100% of total room charge will apply.

PEAK
18 December 2020 to 05 January 2021

  • Penalty of 20% of total reservation value if cancelled up to 91 days prior to arrival
  • In case of a no-show or cancellation within 90 days prior to arrival, cancellation penalty charge amounting to 100% of total room charge will apply.

Applicable to the Presidential Suite and the Table Mountain Suite

  • 100% Cancellation fees are applicable to this booking
  • Early Departures and date amendments will be charged in full
  • Penalty of 20% of total reservation value if cancelled up to 91 days prior to arrival
  • In case of a no-show or cancellation within 90 days prior to arrival, cancellation penalty charge amounting to 100% of total room charge will apply.

In case of a shortened length of stay, early departures or date amendments the cancellation policy will apply for cancelled nights. Full client Names are to be made available at time of booking and no name changes will be allowed within the cancellation periods.

MINIMUM STAY POLICY:

  • Minimum 3-night stay required 10 – 12 April 2020 (inclusive of both dates)
  • Minimum 3-night stay required 02 – 06 November 2020 (inclusive of both dates)
  • Minimum 4-night stay required 24 December 2020 – 03 January 2021 (inclusive of both dates)

NO SHOWS:

In the event of a no-show (i.e. if you neither use nor cancel your reservation), a fee equivalent to the value of the entire stay will be levied.

VISA:

An entry visa is required by certain nationalities or in certain circumstances. For further assistance on visa processing, please visit www.southafrica.info/travel/documents, or call the South Africa Consulate-General in your country of residence. We will not accept any responsibility should a visa be refused or delayed. Please be advised that Foreign Nationals are required to travel with a valid passport and two (2) blank "Visa" pages. Some foreign passports have blank pages at the back without the "Visa" header printed. Please be advised that these pages are not acceptable for travel to South Africa.

PASSPORT:

Please note that your passport must have at least 2 blank pages for the entry stamp, not including the ‘endorsement’ page at the back. Passengers who require a visa must have two blank pages next to each other, one for the visa and one for the entry stamp. Anyone attempting to enter South Africa without the required pages will be returned to their country of origin.

CHILDREN UNDER 18, ENTERING OR EXITING SOUTH AFRICA, EFFECTIVE 01 JUNE 2015:

If parents are travelling with a child/children under 18 years old or if any child under the age of 18 years old is travelling to or from South Africa on his or her own, each applicable child will require a full unabridged birth certificate in English detailing the parents of the child, in order to gain entry or exit South Africa. This is irrespective of whether a visa was required for your travel to South Africa. If only one parent is travelling with a child under 18 years of age additional documentation will be required. Please contact your Travel Agent or refer to http://www.dha.gov.za/ for additional information regarding the requirements to avoid being denied access to South Africa

BIOMETRIC VISAS, EFFECTIVE 01 JUNE 2015:

South African regulations require that travellers apply in person for visas to allow for biometric intake. Requirements for visitor’s visas differ from country to country (visit www.dha.gov.za/index.php/immigration-services/exempt-countries to see which countries are currently exempt), and the requirements are subject to change. As each application is treated as an individual case please make enquiries with your Travel Agent, nearest South African mission, consulate abroad or any office of the Department of Home Affairs to see whether or not you are required to apply for a visa and the requirements.

CHECK-IN TIMES:

Check-in time is 14:00 hours on the day of your scheduled arrival. Early check-in is guaranteed for rooms reserved one night prior to the scheduled date of arrival.

CHECK-OUT TIMES:

Check-out time is 11:00 hours on the day of your scheduled departure. Late check-out is guaranteed for rooms reserved and paid for, for an additional night.

EXTRA PERSON POLICY:

An additional R895.00 for persons over the age of seventeen, sharing with two adults will apply.

CHILD AND SHARING POLICY

Children up to 17 years old sharing a room with parents stay free of charge. An additional cost of R895 per person per day will apply for an adult sharing.

VOUCHERS

  • All reservations must be made in advance and the voucher number must be provided at time of reservation.
  • Actual printed voucher must be presented upon arrival at time of redemption.
  • Vouchers are not redeemable for cash, or transferrable.
  • If the voucher is restricted to a booking window that has expired, but is still within the 3 year validity window it can be exchanged in part or full for credit.
  • One&Only Cape Town reserves its right to impose a reasonable charge in the case of a no-show or late cancellation in respect of an advance reservation.
  • All services and products to be provided with the voucher are subject to availability and change.
  • One&Only Cape Town reserves the right to refuse payment by voucher if the reservation has not been made or the voucher is not presented in accordance with these terms.
  • Voucher is not combinable with any other voucher, promotion or offer unless specifically stated.
  • All vouchers are redeemable for the experience value of the voucher purchased. Should the cost of the experience chosen have altered during the validity period, the voucher experience value at the time of purchase will be redeemed against the experience and the difference will be due for settlement.
  • One&Only Cape Town will not be held liable for vouchers which have been lost, stolen, destroyed, or used without your permission.

SPA

  • Please contact our team to schedule an appointment or by dialing extension 5810 on your telephone from within the resort. From outside the resort, please call our direct line: +27 21 431 5810 or visit oneandonlycapetown.com or email: Spa.Reservations@oneandonlycapetown.com To ensure your preferred time is available, we recommend that you book in advance. Credit card details are required to secure all bookings. 
  • Cancellation within 24-hours will incur a 100% charge. 
  • You are encouraged to arrive one hour prior to your appointment to relax and enjoy the Thermal Suites and facilities at the Spa. Please be advised that late arrivals will result in a reduction of treatment time. On-resort guests are encouraged to arrive at the Spa wearing the robe and slippers provided in their hotel room. We would advise that valuables are left in the Spa lockers or in the safe in your room. 
  • We have specially designed treatments for expectant mothers. We recommend that you check with your physician before booking any spa service. Certain treatments and techniques may not be available during the first trimester. 
  • All prices are quoted in South African Rand (ZAR) and are inclusive of VAT. Prices are subject to change without prior notice. Prices quoted are per person with the exception of the ‘Only Seclusion’ treatments.
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