Guest Booking

GUEST BOOKING TERMS & CONDITIONS

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1. Booking Confirmation and Deposit

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1.1. A deposit of 50% is payable within 48 hours of confirming your booking. No booking is guaranteed until this payment is received, and Luxury Coastal Escapes (LCE) Terms & Conditions are signed. Please email proof of payment to bookings@luxurycoastalescapes.com If payment is not received within 48 hours, your booking will be cancelled.

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1.2. Remaining Balance

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1.2.1. The remaining balance of your booking is due 60 days prior to arrival via EFT. Late payment will result in a delayed check-in process, and no access will be given to the holiday rental before full payment has been received.

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1.2.2. If national or international payments are made, all associated bank charges, transfer fees, and currency exchange costs will be the responsibility of the guest. This includes any fees applied by the sending or receiving banks, as well as charges incurred during currency conversions. We kindly ask that guests ensure the full payment is received in the specified currency without any deductions. If payment amounts are reduced due to fees, guests may be required to settle the outstanding balance before their booking can be confirmed.

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1.3. Deposit Refund (if applicable)

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1.3.1. The breakage deposit, equivalent to one night's rental, will be refunded within 7–10 working days of your departure. If a damage claim arises from your stay, we will endeavour to resolve it as soon as possible, and the remaining deposit will be refunded within 14 working days. Please note that during the December Peak Season, refunds and claim resolutions may take longer due to the closure of many suppliers over this period, which could delay the processing of claims and refunds.

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1.3.2. Guests will be liable for all costs associated with reinstating the property to its original condition, including but not limited to repairs, cleaning, and replacement of damaged items. Additionally, any recovery costs incurred by the company to ensure the property is restored, such as administrative fees or legal expenses, will also be claimed from the guest. We reserve the right to take further action to recover these costs if necessary.

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1.3.3. Accidents happen; please report any loss, breakages or damage to LCE either via the Breakage Form link provided at the end of your stay.

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1.3.4. If an item is broken, it should be replaced "like for like" by the guest to ensure a full refund of the breakage deposit.

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2. Property Availability: Arrival & Departures

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2.1. The premises are privately owned. In the unlikely event that the property becomes unavailable for any reason, we reserve the right to substitute it with a suitable alternative or to refund your rental in full. Luxury Coastal Escapes will not accept responsibility for events outside of our control.

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2.2. 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 (if not booked with our shopping service team).

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​2.3. Check-out is at or before 10 am: For any late departures without prior arrangements, there will be a penalty fee deducted from your deposit. Un-arranged late check out's past 10 am, guests will be charged an additional R500 per hour for the first two hours and then R1000 per hour thereafter.

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3. Early Departure

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3.1. No rental refunds will be issued if the property is vacated earlier than the period booked. This includes, but is not limited to, early departures due to changes in travel plans, personal emergencies, dissatisfaction with the property (unless formally reported and unresolved within reasonable time frames), or unforeseen circumstances beyond our control. Guests are encouraged to ensure their booking dates are accurate and that all travel arrangements align with their reservation to avoid any inconvenience.

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4. Booking Cancellation & Postponement

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4.1. Non-Refundable Deposit: 20% of your initial 50% deposit is non-refundable after payment has been received.

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4.2. Cancellation Timeframes:

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• 60–40 days before check-in: 80% of the total booking cost will be forfeited. Breakage deposit will be refunded in full immediately.

• 40–30 days before check-in: 90% of the total booking cost will be forfeited. Breakage deposit will be refunded in full immediately.

• 30–0 days before check-in: 100% of the total booking cost will be forfeited. Breakage deposit will be refunded in full immediately.

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4.3. Guests are permitted to amend their booking dates once at no additional charge, subject to availability. The amended booking must fall within 12 months of the original booking dates. Any further amendments or requests outside of this timeframe will incur an administrative fee and may be subject to the prevailing rates at the time of the new booking. Please note that amendments must be requested in writing and are not guaranteed until confirmed by our team.

 

5. Deductions for Damages or Additional Costs

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5.1. We reserve the right to deduct amounts for damage, breakages, loss, theft, or misuse of linen and towels from the deposit. If claims exceed the deposit, the additional amount will be payable by EFT.

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5.2. You will be notified of any claims within 7 working days of your departure. If the claim amount exceeds the breakage deposit being held at the time of departure, then the extra amount will need to be paid by EFT to Luxury Coastal Escapes.

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5.3. Guests will be liable for all costs associated with reinstating the property to its original condition, including but not limited to repairs, cleaning, and replacement of damaged items. Additionally, any recovery costs incurred by the company to ensure the property is restored, such as administrative fees or legal expenses, will also be claimed from the guest. We aim to ensure that all claims are reasonable, transparent, and made with the well-being of our guests in mind. Our goal is to address any issues fairly while maintaining the high standards of our properties.

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6. Group Composition

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6.1. The property must be booked by a responsible adult (no student or pupil groups). Keys will only be handed over to a mature, responsible adult registered as the main contact or secondary contact.

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6.2. These homes are family-friendly and are not to be rented for parties.

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6.3 Noise, Parties, Gaterings and Behaviour

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6.3.1. Under no circumstances are parties, large gatherings, or events allowed at the property. This includes but is not limited to birthday celebrations, weddings, or any similar functions unless expressly authorised in writing by management.

Guests are strictly prohibited from hosting loud disturbances, excessive noise, or any behaviour that may disrupt the peace and comfort of neighbouring properties or breach local regulations. Should complaints be received or evidence of unauthorised parties or gatherings be discovered, management reserves the right to take immediate action, which may include eviction of guests from the property without refund, as well as the recovery of any costs associated with damages or breaches of this policy.

We kindly request that all guests respect the property's capacity limits and maintain a peaceful environment for the benefit of everyone. Failure to adhere to this clause may result in further legal action or penalties.

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6.3.2 If you depart later than the check-out time of 10 am, without having permission, you will be charged and held liable. As set out in clause 2.3.

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7. Pet Policy

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Pets are not allowed unless prior permission is granted. Unauthorised pets will result in forfeiture of the deposit and additional charges for damages or cleaning.

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8. Smoking Policy

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Smoking is strictly prohibited inside the homes. Any smoking-related damages or cleaning fees will be deducted from the deposit. Please smoke in the designated areas or outside the home, disposing of cigarette butts safely.

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9. Guest Numbers and Day Visitors

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9.1. A maximum of two guests per bedroom is allowed unless additional beds have been expressly provided by the Homeowner on the website listing. All bookings are accepted based on the information submitted on your Enquiry Form.

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9.2. Any changes to the number of guests must be communicated to Luxury Coastal Escapes (LCE) and approved by the Homeowner prior to your stay. Please note that approval is not guaranteed, and under no circumstances will LCE or the Homeowner agree to accommodate more guests than the property’s maximum capacity.

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9.3. If your guest numbers increase at any point, it is essential to notify LCE immediately. Should more guests be found staying on the property than originally declared in your booking, the following actions will apply:

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• Undeclared Guests: Additional guests will be required to leave the property before midnight.

• Charges: A fee of R1000 per additional guest per night will be charged for undeclared guests staying within the property’s maximum capacity. If the number of guests exceeds the property’s maximum capacity, a fee of R1500 per guest per night will apply.

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9.4. If additional guests are removed from the property and this results in your group cancelling the booking or leaving early, no refund will be provided for the remaining nights.

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9.5. Day Visitors: Day visitors are permitted but must be declared in advance.

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9.5.1 Simbithi Day Visitors need to request an additional access code should the visitors stay after midnight, or only departing the next morning. Please arrange this in advance during working hours.

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9.6. Sleeping Arrangements: No camping, or additional guests sleeping on couches, sofas, or unapproved mattresses, is allowed unless prearranged with LCE.

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10. Housekeeping Staff & Services

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The house staff is key to a successful holiday and the efficient running of your holiday home.

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10.1.  We take pride in ensuring that your holiday home is immaculately prepared for your stay. Our professional housekeeping team will ensure the property is clean and ready for your arrival. This includes:

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• Beds made up with fresh, clean, high-quality linen and sheets.

• Fresh, clean towels provided in the bathrooms for your convenience, along with swimming-beach towels.

• Complimentary bathroom amenities, including hand soap and lotion, are thoughtfully placed for your use.

 

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.

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10.2. Housekeeping is provided Monday to Friday from 8 am–2 pm, and Sunday from 8 am–12 pm. Housekeepers do not work on public holidays unless arranged in advance. 

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10.2.1. At Luxury Coastal Escapes, we prioritise the well-being and family time of our staff. As such, we prefer that our housekeeping and staff do not work on Easter Sunday and Christmas Day. We kindly request that guests plan their stays and any special requirements accordingly, as services on these days will be limited or unavailable.

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10.3. Guests are allowed two complimentary loads of laundry daily. Please note that any loads after that will be charged for washing and folding. Guests need to supply their own washing powder and fabric softener for personal items. 

We ask that guests not take it upon themselves to wash the house linen and towels. Staff are trained to do this in order to ensure they stay white.

Should you require any additional housekeeping services during your stay, please contact us, and we will gladly assist (additional charges may apply).

 

Please read more about our Housekeepers and their duties.

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10.4. Staff Conduct

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10.4.1. Staff are not permitted to babysit, wash cars, do grocery shopping, unpack shopping, or run errands beyond their designated duties.

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10.4.2. Housekeeping staff are integral to your stay. Guests must please treat them with the utmost respect at all times. We will not tolerate our staff being treated badly.

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10.4.3. Communication with Housekeepers. 

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Please note that some of our housekeepers may have limited proficiency in English. We kindly ask for your patience and understanding in these instances. Should you need to convey specific instructions or have any concerns, we encourage you to contact our Hospitality Coordinator directly, who will be happy to assist and ensure your needs are met.

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11. Laundry: Towels, Linen, and Amenities

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While the Housekeepers are experienced we accept no liability for any damage they may cause to your property when providing personal services. If you have delicate or expensive clothing items, please advise the Housekeepers of this when requesting their services. 

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11.1. Towels are replaced every 3–4 days, and linen is replaced weekly. Guests will be charged for excessive cleaning of towels or linen.

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11.2. Swimming towels will be washed daily if required. Guests are kindly requested to leave used towels in the designated area to indicate they need washing. Fresh towels will be provided promptly to ensure guest comfort. To support our sustainability efforts, we encourage guests to reuse towels when possible unless a replacement is necessary.

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11.3. Parents will be responsible for any additional costs should children accidentally wet their beds, this will include the change of bedding and professional cleaning and sanitising of the mattresses.

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12. Guest Amenities & Self Catering 

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12.1. Basic amenities are provided and included in your stay: Bedding, bathroom & beach towels, toilet paper, sunlight liquid, dishwasher tablets, refuse bags and basic cleaning equipment.

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12.2. Personal care items like body wash, shampoo and conditioner, sunscreen, toothpaste etc. are not included, allowing guests the freedom to use their preferred products during their stay.

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12.3. The following will be supplied and included in the holiday rental to ensure your arrival is comfortable: will be supplied during your stay, however, 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. 

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12.4. Guest Amenities Policy: We kindly ask that all guest amenities, such as hand wash or toiletries, remain in the property for the enjoyment of future guests. Should any items be taken or removed, the cost of replacement will be charged in full.

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13. Faulty Appliances and Repairs

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Faulty Appliances; While we strive to ensure that all appliances and amenities are in good working order prior to your stay, issues with electrical appliances such as televisions, air-conditioning units, or other equipment may occasionally arise. In the event of a fault, repairs will be arranged as quickly as reasonably possible during standard working hours (Monday to Friday, 8:00 am to 4:00 pm, excluding Weekends and Public Holidays). Our team is committed to ensuring your comfort and will do everything within our capacity to resolve any issues promptly.

 

13.1. No Refunds or Price Adjustments: Unfortunately, no reductions or refunds will be provided due to faulty appliances or other unforeseen issues that may occur during your stay.

 

13.2. Air-Conditioning Units: Along the coast, air-conditioning systems may occasionally experience unexpected breakdowns due to environmental factors such as high humidity or sand exposure. Should this happen, the Homeowner reserves the right to provide alternative solutions, such as portable air-conditioning units or fans (subject to availability), until the main unit can be repaired.

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Please note that air conditioning, while a desirable feature, is not classified as an essential appliance. We will endeavour to resolve any issues with non-essential appliances, including air conditioning, within a reasonable timeframe, but their repair may not take precedence over essential services.

 

13.3. Approval for Repairs: As Luxury Coastal Escapes acts as an agent, any repairs or replacements for faulty appliances must first be approved by the Homeowner. We will liaise with the Homeowner to obtain the necessary authorisation as quickly as possible, after which repairs or replacements will be arranged.

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13.4. Repair Timelines: While every effort will be made to expedite the repair process, please be mindful that delays may occur due to the availability of parts, technicians, or other unforeseen factors.

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13.5. If your holiday home includes the use of a Golf Cart please ensure that only members of my party with valid driving licenses will be allowed to drive the golf cart and that it will drive responsibly at all times whilst obeying estate and golf course rules. PLEASE NOTE the golf cart is included in your nightly rental and if it breaks down during your holiday we will endeavour to have it repaired as soon as reasonably possible, Monday to Friday, 8 am to 4 pm. (Except Weekends & Public Holidays). No replacement carts will be offered and no reductions or refunds in the price of the rental will be made or allowed as a result of such faults or any other problems that may arise.

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13.6. We aim to repair or replace any faulty appliances as quickly as possible to minimise inconvenience during your stay. However, essential appliances necessary for basic comfort and functionality will be prioritised. These include, but are not limited to:

• Refrigerators

• Ovens and stoves

• Hot water systems

• Plumbing and sanitation (e.g., toilets, showers, and sinks)

• Heating during colder months (where applicable)

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14. Power Outages

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South Africa occasionally experiences power outages, loadshedding and grid power overloading, which may lead to interruptions in electricity supply. Many of our holiday homes are well-equipped to handle these occurrences with solutions such as:

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• Full solar systems or inverter and battery systems that provide a limited amount of power.

• Partial solar systems or backup power solutions such as generators.

• Basic provisions, including battery-powered lanterns, candles, gas stoves, and braai facilities.

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14.1. Power Outage Disclaimer

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Power outages are a part of the South African experience and are unfortunately beyond our control. At Luxury Coastal Escapes, we have taken steps to provide adequate provisions in each home to minimise inconvenience during these interruptions. However, we kindly ask guests to anticipate and prepare for potential outages, as backup solutions may not always meet every individual’s expectations or needs. If you have specific requirements regarding power backup, we encourage you to discuss these with your booking agent to ensure your selected property aligns with your needs.

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14.2. Wi-Fi and Utilities: Luxury Coastal Escapes will not be held liable for any interruptions to Wi-Fi or other utilities caused by power outages or external factors beyond our control.

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15. Liability

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Luxury Coastal Escapes cannot be held responsible for interruptions to utilities or unforeseen events beyond our control (e.g. power failure, load-shedding, weather damage or municipal water outage).

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15.1. Force Majeure: LCE is not responsible for cancellations due to unforeseen events such as natural disasters, government restrictions, or other force majeure events.

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16. Check-In and Check-Out Procedures

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Your Point of Contact During the Booking Process and Stay. At Luxury Coastal Escapes, we prioritise clear communication to ensure a seamless and enjoyable experience for our guests. Here’s what you can expect:

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Our WhatsApp system is managed by Lucy, our friendly chatbot, who has been trained to assist with a variety of inquiries and ensure you have the information you need for a smooth arrival. If there’s anything Lucy is unable to assist with, please let us know, and our team will be happy to help.

 

16.1.1. Booking Confirmation and Arrival Preparation:
Upon confirmation and full payment received, our dedicated Bookings Team will send you a WhatsApp message confirming your reservation. This message will include key details such as your booking stay, and any initial information you may need to prepare for your holiday and Things to do in Ballito.

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16.1.2. Day Before Arrival:
The day prior to your arrival, you will receive a detailed message containing:

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• Directions to your holiday home.

• The arrival guide, including the check-in procedure, key collection details, and any additional instructions.

• A Welcome Guide, which includes essential information about the property, local recommendations, and details about the housekeeping team assigned to the house.

 

16.1.3. During Your Stay:
Should you require assistance during your stay, Luxury Coastal Escapes’s Hospitality Coordinator will remain your main point of contact. We are here to assist with any queries, maintenance concerns, or additional requests to ensure your holiday is as comfortable as possible.

 

16.1.4. Day Before Departure:
The day before your departure, you will receive a departure reminder via WhatsApp. This message will include:

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• Instructions for checking out & Before You Go, including how to return the keys. If you plan to leave early in the morning, you’ll be guided on how to arrange key drop-off, either with a staff member or at a pre-arranged location.

• A link to our Departure Form, which must be completed to process your breakage deposit refund (if applicable). This form will also request your bank details for the refund and provide space for any feedback about your stay.

 

16.2. Staff Payments

If applicable, kindly ensure that any outstanding payments for staff overtime or additional services, such as laundry, are settled before your departure - directly with the housekeeping staff members.

 

16.3. Lost & Found: If you discover that you have inadvertently left a personal item behind after your stay, please don’t worry. Our team will securely store the item and assist in arranging a courier service at your convenience. The cost of the courier will be at the guest’s expense. To ensure a smooth process, kindly contact us as soon as possible to provide the necessary details for the courier.

 

16.4. Booking Only: Luxury Coastal Escapes does not manage 'Booking Only' reservations. LCE will assist in securing your reservation, payment and paperwork, however, we will put you in direct contact with the homeowner thereafter. Once your reservations have been confirmed, the homeowner will be in touch via email/WhatsApp, they will personally hand over the keys to your holiday rental, and the homeowner will also be available during your stay until departure. All formal paperwork and forms will still be done through our Luxury Coastal Escapes bookings team.

 

17. Liability Disclaimer & Travel Insurance

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17.1. Luxury Coastal Escapes, together with the owners of the rented premises, does not accept any responsibility or liability for any loss, damage, injury, or harm to persons or property of any Guest or other individuals occupying the premises. This includes, but is not limited to, theft, accidents, injuries, or other incidents occurring during your stay. Guests occupy and use the premises entirely at their own risk and are responsible for ensuring that their personal belongings, valuables, and any movable property are adequately insured.

 

17.1.1. Pool and Safety: Guests using pools, trampolines, or similar amenities do so at their own risk. Children must be supervised at all times.

 

17.2. Travel Insurance

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To safeguard your holiday experience, we strongly advise all Guests to secure comprehensive travel insurance prior to your trip. Travel insurance provides essential protection for you and your family in the event of life’s unexpected circumstances. This includes, but is not limited to:

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• Trip Cancellation or Curtailment: Protection if your plans are interrupted or need to be cancelled due to unforeseen circumstances such as illness, travel disruptions, or family emergencies.

• Personal Injury or Medical Expenses: Coverage for accidents or medical emergencies that may occur during your trip.

• Theft or Loss of Property: Reimbursement for stolen or damaged personal belongings.

 

We recommend that Guests take the time to review their travel insurance policy to ensure it covers all potential risks for your holiday, business trip, or weekend getaway.

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Additionally, please note the following security recommendations during your stay:

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17.3. Alarms and Security Systems: 

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Please make full use of the security system and procedure provided and ensure that the property’s alarm system (if applicable) is activated at night and whenever you leave the premises.

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• Lock Entry Points: Always secure all doors, windows, and gates when not in use.

• Report Security Incidents: Any breaches of security, such as theft or unauthorised access, should be reported immediately to the police and the home’s security service. Providing a case reference number may also be required for insurance purposes.

• Be Proactive: Familiarise yourself with the property’s security protocols, provided in your Welcome Guide or shared by our team, to minimise risks and ensure a secure stay.

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17.3.1. While we take every reasonable measure to maintain the safety and security of our properties, we cannot predict or prevent all unexpected events.

 

By taking precautions and having the appropriate insurance coverage, you can enjoy peace of mind during your stay with Luxury Coastal Escapes.

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18. Respecting the Uniqueness of Our Homes

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Every home in our carefully curated portfolio is unique and holds personal significance, as these properties are cherished spaces where the owners live when they’re not away. While you’ll have the privilege of enjoying the comfort and character of a family home during your stay, it’s important to treat the property with the utmost care and respect.

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Please note that certain areas of the home will remain off-limits to guests. These areas, which may include drawers, specific cupboards, garages, or rooms, will either be clearly marked or communicated to you in advance. We kindly ask that you respect these boundaries.

 

Our holiday homes are self-catering family residences. While they may not be perfect, they are incredibly precious to their owners. Many homeowners leave personal items, furnishings, and conveniences available for your use to make your stay as comfortable as possible. We encourage you to treat the home as if it were your own, showing the same care and consideration you would for your own belongings.

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To ensure you have a smooth and enjoyable stay, we recommend reading through the property listing on the Luxury Coastal Escapes website. This will provide you with all the details about the home, including its features, available amenities, and any specific information you may need during your visit.

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19. House Rules Compliance

 

By confirming your booking with Luxury Coastal Escapes, you agree to adhere to the house rules outlined for your specific accommodation Welcome Guide. These rules are in place to ensure a respectful, safe, and enjoyable experience for all guests and to protect the integrity of the property. Failure to comply with the house rules may result in additional charges, immediate termination of your stay, or other actions as deemed necessary by Luxury Coastal Escapes.

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20. Peak Season Turnaround Fee

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20.1. For all holiday rentals during Peak Season (December and January), a mandatory Turnaround Fee will apply to cover the cost of a thorough final cleaning on the day of your departure. This ensures the property is cleaned, reset, and prepared to the highest standard for the next set of guests.

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The Turnaround Fee is charged as follows:

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• R500 for a 2-3 bedroom unit

• R750 for a 4 bedroom house

• R1000 for a 5 bedroom house

• R1200 for a 6 bedroom house

• R1400 for a 7 bedroom house

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20.2. This fee will be invoiced along with your final rental payment, which is due 60 days (2 months) prior to your arrival date. The Turnaround Fee is essential for maintaining the quality and cleanliness of our homes, particularly during the busy holiday season. It allows Luxury Coastal Escapes or the homeowner’s team to manage the tight turnaround schedule and ensure every guest enjoys a pristine and welcoming space upon arrival.