Guests Handbook
Getting your holiday ready for 2024.
Everything guests and visitors need to know and more...
Welcome
We are so glad to have you as part of our family and hope all the below information will assist to get your family holiday ready.
FREQUENTLY ASKED QUESTIONS
ARRIVAL DAY Check-in will only be available from 14:00 onwards. No early arrival will be accommodated without prior arrangements. Please note that we do not offer storage for luggage drops prior to check-in times. Any shopping or deliveries need to be received by the guest, in person. Early check in: Only if Owner approves and the house is ready, we will accommodate where and if we can - will be informed via whatsapp, but otherwise normal time 14:00 - again, especially during peak season.
VISITORS Day visitors are allowed. Please note that a maximum of two Guests per bedroom will be allowed unless extra beds have been provided by the Homeowner are accepted based on the information provided on your Enquiry Form. Any changes to this information need to relayed to the homeowner. Please note that we cannot guarantee that these changes will be accepted. In no circumstance will either LCE or the Homeowner agree to there being more guests than the house can sleep. If your guest numbers increase at any point it is important that you notify Luxury Coastal Escapes. All enquiries are accepted on the information provided to the homeowner. Any changes to this need to be agreed upon by the homeowner. If more Guests are found to be staying on the Property during your stay than stated on your original Terms and Conditions, then they will be asked to leave immediately and a charge of R1000 per additional guest will be charged for each night that they have stayed on the Property. There will be a charge of R1500 per night per guest that exceeds the max amount of guests allowed for that Property. If Guests cancel their booking or leave early due to the extra Guests having to be removed from the Property there will be no refund for the remaining nights. Day visitors are allowed. No camping on the property will be allowed and no additional guests are allowed to sleep on couches/sofas or mattresses unless otherwise arranged in advance. Any additional guests will be charged Additional bed changes in between will be charged.
(Estate) ACCESS FOR FAMILY/FRIENDS & DELIVERIES Please note that all codes are requested telephonically from the Simbithi Control Room. Please send us the information required for codes in advance so it can be processed. Please don't leave this until your guest is at the gate, this will result in them having to wait if we are unavailable. Please send all code requests after 08.00am each morning and before 18h00pm in the evening. Information required to generate codes with Simbithi Security is the following: Driver’s name, phone number, car registration, number of occupants and the address of the house they will be visiting. Max of 3 codes will be issued per day per household.
HOUSE KEYS Where do we get the keys? Someone from LCE will meet you if possible but more often than not, housekeepers will open for them or they will be informed via whatsapp where to get keys (especially in estate houses) Our team will arranage a safe place for you to find the keys should we are not able to meet you in person.
WHAT IS INCLUDED IN OUR STAY? The following will be supplied and included in the holiday rental to ensure your arrival is comfortable: Bedding, towels, toilet paper, sunlight liquid, dishwasher tablets, refuse bags and basic cleaning equipment will be supplied during your stay, however, we do ask that guests supply their own washing powder and fabric softener for personal items. Our self-catering homes come fully equipped with essential amenities to make your stay comfortable and convenient. Each home is stocked with kitchen essentials such as cookware, utensils, and dinnerware. While we don't provide daily supplies of braai spice, salt & pepper, sugar, coffee, and milk to accommodate individual preferences. Please note that personal care items like body wash and sunscreen are not included, allowing guests the freedom to use their preferred products during their stay.
WHO WILL HAVE ACCESS TO THE HOUSE WHILE WE ARE THERE? Housekeepers and as part of our commitment to maintaining a comfortable and well-kept environment, we wanted to inform you that during your stay, there will be scheduled visits from our contracted pool service and gardeners. These visits are essential to ensure that the amenities and outdoor spaces are in top condition for your enjoyment. The pool service and gardeners will have limited access to the yard area during specific times, and we assure you that they are trained professionals who will respect your privacy and strive to minimise any inconvenience. Please be assured that these visits have been coordinated to cause the least disruption to your stay. If you have any specific concerns or if there are particular times during your stay when you prefer not to have any service providers in the yard, please let us know as soon as possible so that we can do our best to accommodate your preferences.
MAINTENANCE ISSUES Should you find anything upon your arrival that is already broken or not working, please report it at your earliest convenience. We encourage guests to take photos that can also be sent with your whatsapp when reporting any faults. Any faults / maintenance to be reported as soon as possible and not after hours, especially weekends and public holidays.
LOADSHEDDING Please note that South Africa’s electricity supplier, Eskom, has implemented loadshedding (scheduled power outages) for the foreseeable future. Many of our holiday homes are not affected as they have a full solar system or inverter and battery system. Others are off-grid with a partial solar system or inverter and battery system, or a generator. Some have simpler provisions in place, for example battery powered lanterns, candles, gas stoves and a braai. Most have a UPS, ensuring that WiFi remains uninterrupted. It is worth noting that food safety standards confirm refrigerated food maintains freshness for a period of at least four hours with no power, so fortunately this is not an issue. The simplest way to plan around the loadshedding schedule is to download a phone app called EskomSePush. Currently loadshedding is part of the South African experience; it is beyond our control and Luxury Coastal Escapes cannot be held accountable for any gap between our client’s expectations of a holiday homes’s loadshedding provision, and the actual provision. It is important that you consider what you will need during a spell of loadshedding and chat to your consultant to ensure your holiday has sufficient provision for your needs.
CAN I BRING MY NANNY? Very few properties offer staff accommodation. If you bring your staff, they will be allocated a room in the house and share your facilities. Please stipulate on your enquiry that they will be coming.
INVENTORY We don't do an inventory before and after every guest arrival, but staff are very well trained and know what is in the houses. They are allowed a week after your departure to check for any breakages, damage, missing items or stained linen and towels to report back to us - then we will proceed with a claim - smalls, like glasses, knives and forks won't be charged for. Please refer to houseguides before reporting maintenance - gas changes etc. Even most housekeepers can assist with some issues as they know the houses well
MAY I BRING MY PETS ON HOLIDAY? Very few properties offer pet friendly accommodation. Please check with our bookings team to secure you a pet friendly holiday home. The only homes that allow pets will stipulate on the website listing.
CHRISTMAS DECORATIONS Please note that not all our homeowners will be decorating their homes for Christmas. Please check with our staff and we can ask the homeowners and put in a request for you. If we are unable to arrange this for you, please feel free to do your own arrangments for Christmas.
GOLF CARTS Should the house have a golf cart included in the listing and they accur and breakages during your stay we can not be hold accountable for a replacement.
LATE CHECK OUT This can be arranged in advance should the Owner agree and should we not have a booking the next day at 30% of the daily rental fee - latest check out is at 14h00pm. This needs to be arranged in advance and not on the day of your departure. Please note: There are no late check out's in peak season due to back to back bookings. Later check out without permission will incur a fee of R500.00 per hour for the first two hours and R1000.00 per hour after that and be deducted from the breakage deposit. No exceptions.
DEPARTURE DAY Check-out is at or before 10 am. Please comminicate your check out time with our team or the house staff the day prior to departure. Please make sure you leave any keys & remotes with the staff, or communicate with us where you left the keys. LEAVING EARLY? Please switch off all lights, and airconditioning, and close all windows.
DEPOSIT REFUND When will I receive my deposit refund? The Breakage Deposit will be refunded within 7-10 working days of your departure, and if a damage claim arises from your stay then we will endeavour to have it resolved as soon as possible and for your remaining deposit to be refunded within 14 working days. The Guest will be liable for all costs associated with reinstating the home to the original condition and any costs associated with the recovery of such additional monies.
TIPPING GUIDELINES Remember that tipping is always your choice, it is never mandatory. The objective is to give you all the information you need to make an informed decision. From the staff perspective, many of whom have minimal education, come from overlooked, under-resourced communities and are the only breadwinners in their family, tips are not only a welcome supplement to their income but also a source of pride and motivation in their work. Your tip is personal. It is not just a ‘thank-you’. It is a reflection of how the person has cared for you and ensured your holiday experience is one you will cherish. You are contributing to a staff member's sense of self pride, motivation and ease of living. Generally, tips are given to workers who are not ‘professionals’ in the sense that they haven’t necessarily had significant tertiary education to qualify for a specific job. Most importantly, if you decide to tip, do so with a happy heart and the knowledge that you are making a huge difference in the life of someone to whom your tip means an enormous amount in terms of self pride, job satisfaction and ease of living. It is customary to leave R70 - R90 per person per day for housekeeping.
OUR SEASONS KwaZulu Natal's climate is generally quite warm and even the winters are mild. Much of this is owing to its subtropical latitude and its affiliation with the Indian Ocean. The capital city of KwaZulu Natal is Durban and this colorful city enjoys a relaxed atmosphere with roughly 320 days of sunshine each year. The yearly temperature is 22.85ºC (73.13ºF) and it is 1.63% higher than South Africa's averages. Kwazulu-Natal typically receives about 106.56 millimeters (4.2 inches) of precipitation and has 159.63 rainy days (43.73% of the time) annually. The seasons are as follows: Summer - November-March, Autumn - April-May, Winter - June-August, Spring September-October. The rainy season is late November through December extending into January. February is the hottest month with an average temperature of 25°C (77°F) and the coldest is June at 18°C (64°F) with the most daily sunshine hours at 9 in August. The wettest month is January with an average of 130mm of rain.
WHAT TO PACK With roughly 320 days of sunshine each year, here’s a comprehensive list to help our guests pack for their beach holiday at the Dolphin Coast: Lightweight, breathable clothing for warmer days Long-sleeved shirts and pants for cooler evenings and protection from mosquitoes Swimsuit and beach kimono Sunhat or cap Sunglasses Sandals or flip-flops, and comfortable walking shoes Lightweight rain jacket or poncho (especially for summer) Sweater or fleece for cooler nights Beachwear Sunscreen (high SPF recommended) Insect repellent containing DEET Personal hygiene products Binoculars for viewing during whale season and dolphin spotting Portable power bank for charging electronic devices on the go especially during load shedding Ziplock bags or waterproof pouches for keeping valuables dry during water-based activities It's always a good idea to check the weather forecast closer to the travel date and adjust packing accordingly. We look forward to welcoming you to the Dolphin Coast of KwaZulu-Natal
WHEN IS WHALE SEASON During the months of May through to November, hump back whales migrate from Antarctica on the onset of winter. The whales migrate along the east coast of south Africa through the coastal waters of Durban and through to the warmer waters of Mozambique and Madagascar to breed and give birth. If you want to do some dolphin and whale watching, dolphins are spotted all year round and the best time of the year for whale spotting is between July and December, particularly between September and October.
LOST AND FOUND As you prepare to depart, we kindly remind you to double-check your belongings to ensure you haven't left anything behind. Should you find that you've inadvertently left a personal item behind, please don't worry. You can easily arrange for a courier to collect it at your convenience. However, any unclaimed items remaining an the house after checkout will be collected and donated to our staff. This ensures that these items find a new purpose and are put to good use.
House Rules
Understanding and complying with our house rules will make for a comfortable and fun stay for everybody. Please treat our home with the same respect as you would your own home. We’ve put a lot of effort into making this a lovely space to be enjoyed by our guests.
BE RESPECTFUL
The staff are key to a successful holiday and the efficient running of your holiday home, please treat them with the utmost respect at all times. We will not tolerate our staff being treated badly.
Regretfully our staff are unable to babysit, wash cars, do shopping/unpack shopping or anything besides their designated duties.
OCCUPANCY & VISITORS
The maximum number of persons occupying the unit at all times must not exceed the number of beds. A maximum of two guests per bedroom will be allowed unless the homeowner has provided extra beds.
Camping on the property are NOT permitted. Day visitors are allowed. Additional guests are NOT allowed to sleep on couches/sofas or mattresses unless otherwise arranged in advance. Any additional guests will be charged and will result in deposit deductions as per T&C's.
DONT FEED THE MONKEYS
Under any circumstances whatsoever do not feed the monkeys - mother or babies!
Please be aware of the monkeys they are inquisitive and can get very aggresive.
Don’t leave fruit out within sight of the monkeys – they will come in, make a mess, panic and break things.
Close all windows and doors when leaving the house.
NO SMOKING
No smoking is allowed in the house. Please smoke outside away from windows or furniture.
NO PARTIES
No parties, overcrowding or excessive noise is permitted. Failure to adhere to this will result in immediate eviction with no refund of rent.
Guests will be liable for all damages accured by parties at our rental home.
BEACH TOWELS
Please do not use bathroom towels on the beach, beach towels are available.
NO BEACH SAND IN THE POOL
Wash the sand off before entering the house or pool after the beach visit.
Please do not wash your beach sand off in the pool.
LEAVE AS FOUND
Accidents happen, so please report any breakages or damage to our team. If anything is broken, this should be replaced ‘like for like’ by the Guest to ensure a full refund of the breakage deposit.
BE ENVIRONMENTALLY CONCIOUS
Use linen and towels sparingly.
Please save water, and electricity and turn off fans and Aircon when not using the area.
Please try and recycle where possible, let's look after our planet together.
Please do not flush any foreign matters down the toilet.
Our Service
Description of the rental home and property to be listed on our website with as much info as we possibly can offer. Should you wish to know more about the appliances in the house, please do give us a shout should if you need to know any more details.
Booking Enquiries
LCE Bookings Team will manage all the booking enquiries. We accept reservations on an owner request procedure, then on a first-come-first-serve basis. We will be in touch preferably on WhatsApp or via email. Please note that we do not accept all adult bookings, and have a preference to family bookings. We do not accept student bookings & no parties are allowed at the holiday rental.
Booking Management
As soon as a booking has been approved by the homeowner, our bookings team will manage all the deposits, payments, and forms and liaise with guests. Ensuring guest sign necessary paperwork including LCE T&Cs, Indemnity and Estate Security Forms.
We will send a booking confirmation email to our guests prior to arrival to arrange a time for a meet & greet along with directions and contact info and a welcome guide.
Guest Welcome & Arrival
Along with your house staff, we will ensure that the house is ready for guests' arrival. This will include a full house check inspection prior to arrival.
The following will be supplied and included in the holiday rental to ensure your arrival is comfortable: Bedding, towels, toilet paper, sunlight liquid, dishwasher tablets, refuse bags and basic cleaning equipment will be supplied during your stay, however, we do ask that guests supply their own washing powder and fabric softener for personal items.
Our self-catering homes come fully equipped with essential amenities to make your stay comfortable and convenient. Each home is stocked with kitchen essentials such as cookware, utensils, and dinnerware. While we don't provide daily supplies of braai spice, salt & pepper, sugar, coffee, and milk to accommodate individual preferences.
Please note that personal care items like body wash and sunscreen are not included, allowing guests the freedom to use their preferred products during their stay.
Main Point of Contact
LCE will be the guest's main point of contact during the booking process and their stays. During Peak Season we will have a maintenance team available for emergency maintenance issues.
Housekeeping
Housekeepers handle light cleaning needed for the upkeep of your holiday home.
Typically they'll tidy living rooms, kitchen, halls and bathrooms, sweep, mop floors, make beds, and empty trash.
They will wash dishes in the morning and again before they go off at 14:00. Bedrooms will be tidied in the morning.
The staff are key to a successful holiday and the efficient running of your holiday home, please treat them with the utmost respect at all times. We will not tolerate our staff being treated badly.
Regretfully our staff are unable to babysit, wash cars, do shopping/unpack shopping or anything besides their designated duties. Read More..
Guest Check-out & Departure
We will do a full house check within 7 days of a guest's departure. During this time, we will wait for the housekeeping staff to report any stained or damaged linen, towels or furniture.
As you prepare to depart, we kindly remind you to double-check your belongings to ensure you haven't left anything behind.
Should you find that you've inadvertently left a personal item behind, please don't worry. You can easily arrange for a courier to collect it at your convenience. However, any unclaimed items remaining an the house after checkout will be collected and donated to our staff. This ensures that these items find a new purpose and are put to good use.
Claims
The breakage deposit of one night's rental will be refunded to guests within 7-10 working days of departure, and if a claim arises from their stay then we will endeavour to have it resolved as soon as possible. The Guest will be liable for all costs associated with reinstating the home to its original condition and any costs associated with the recovery of such additional monies. Our team will be in touch with the homeowner with a replacement quote and the guests will be charged for the replacement. If anything is broken, this should be replaced ‘like for like’ to ensure a full refund of the breakage deposit.
The remaining deposit is to be refunded within 14 working days.
Guest Feedback
Getting things right is an important part of what we do- and we really like to hear feedback about guests staying with us. Any feedback they can provide us with, be it good or bad is essential. It is important that we are aware of any problems or changes that might be required to ensure our next Guest's stay is a great experience. If we could have done anything differently with our services throughout their stay we ask them also to let us know, we want to ensure that all Guests are satisfied on all levels.
