Terms & Conditions

Leisure Stay

Cancellation Policy

Peak Season (October – April)

Cancellations must be made at least 30 days before arrival.
Non-refundable if canceled within this time frame.

Low Season (May – September)

Cancellations must be made at least 14 days before arrival.
Non-refundable if canceled within this time frame.

Payment Policy

At the time of booking: A 50% deposit is required to confirm the reservation.
Peak Season (October – April): Full payment is due 30 days before arrival.
Low Season (May – September): Full payment is due 14 days before arrival.

Failure to make payment within the specified time frame may result in the cancellation of the booking.

Accommodation

1. Booking and Reservations

Reservations must be confirmed with a 50% Deposit payment.
Group bookings (more than 20 rooms) require a signed agreement and a deposit of 50%.
Check-in time is from 14:00 and check-out time is by 11:00. Early check-in or late check-out is subject to availability and additional charges.
- Late Check Out fee from 12:00 to 14:00 is: R950.00
- After 14:00 Full rate per night

2. Cancellation and Refund Policy

Free cancellations are allowed if made 30 or 14 days depending on season prior to check-in.
Cancellations made within 30 or 14 days depending on season of the check-in date will incur a fee of 100% of the total booking value.
No-shows will be charged the full booking amount.
Should you qualify for a refund please make sure the Hotel receives the following documents as refunds will only be actioned upon receiving all necessary documentation.
- Copy of ID
- Bank Confirmation Letter
- Refunds will take up to 7 days to reflect in your account depending on your Bank.

3. Payment Policy

Full payment is required 30 days before check-in unless pre-arranged with management.
Accepted payment methods include credit/debit cards, and electronic transfers.
Credit Card to be presented and a breakage deposit will be put on hold to an amount of R1 000 for the duration of your stay, to be released after Check Out.

4. Guest Identification

Valid identification (e.g., passport, ID card, or driver’s license) must be presented at check-in.
Vehicle Registration number to be given through to Hotel Reception before arrival
All guests, including children, must be registered at the time of check-in (eg. names on the booking)

5. Accommodation Usage

The maximum occupancy for each room type must be strictly adhered to except when approved by Management for young children but an additional service fee of R500 to be charged per day.
Guests are responsible for maintaining the cleanliness and condition of the room during their stay, Room service will only change bedding sheets every Three Days in your stay period.
Smoking is strictly prohibited in all rooms. Designated smoking areas are provided.

6. Pet Policy

Pets are allowed only in designated pet-friendly accommodations and must be pre-approved.
An additional cleaning fee of R350 per pet applies.
Guests are responsible for ensuring pets do not disturb other guests or damage property.

7. Food and Beverage Policy

Outside food and beverages are permitted in guest rooms but must not disturb other guests.
The Fridge will be stocked only upon arrival with Filtered water and Milk.
The kitchen will be stocked only upon arrival with coffee pods, coffee and sugar sachets.
Guests are encouraged to enjoy meals at the on-site restaurant during operational hours. (Hours to be Confirmed with Zinzan)

8. Safety and Security

The hotel provides 24-hour security for guest safety.
Guests are advised to use the in-room safes for valuables. The hotel is not liable for loss or theft of personal belongings.
Fire exits and emergency procedures are clearly marked and must be adhered to.

9. Quiet Hours

To ensure a peaceful environment, quiet hours are observed from 21:00 to 7:00
Loud noise or disruptive behavior may result in eviction without refund.

10. Environmental Responsibility

The hotel practices eco-friendly initiatives, including linen reuse programs and waste recycling.
Guests are encouraged to conserve energy by turning off lights and air conditioning when not in use.
Water is precious, do not waste it and do not leave taps open.

11. Liability and Damages

Guests are liable for any damages caused to hotel property during their stay and will be charged accordingly.
The hotel reserves the right to terminate a guest’s stay without refund if they violate hotel policies or engage in behavior that disrupts operations or other guests.
Damage Deposit: A refundable damage fee will be held at check-in (see Point 3 for details).

12. Complaints and Feedback

Guests are encouraged to provide feedback during or after their stay to improve services.
Complaints should be directed to the front desk or management for prompt resolution.

Conference

All conferencing bookings are subject to the same terms and conditions as our accommodation policies, unless otherwise specified.

1. Booking & Confirmation

1.1. All conference bookings are subject to availability and must be confirmed in writing.
1.2. A deposit is required to secure the booking, with full payment due 14 days before the event unless otherwise arranged.
1.3. Provisional bookings will only be held for a limited time, after which they may be released without notice.

2. Payment & Cancellation

2.1. Payment terms will align with our accommodation terms and conditions, unless otherwise agreed.

2.2. 10% Service Fee will be charged in the event changes are made to the Conference within 7 days of arrival.
2.3. Cancellations must be made in writing. Cancellation fees apply as follows:

More than 30 days before the event: No charge.
15–30 days before the event: 50% of total cost.
Less than 15 days before the event: 100% of total cost.
No-shows or early departures will be charged in full.

3. Venue & Facilities

3.1. The hotel reserves the right to allocate a suitable venue based on guest numbers and requirements.
3.2. Any additional setup, décor, or special requirements must be arranged in advance and may incur extra charges.
3.3. The client is responsible for any damage to the venue, furniture, or equipment during the event.

4. Catering & Special Requests

4.1. All catering must be arranged through the hotel; no outside food or beverages are permitted unless agreed in writing.
4.2. Final guest numbers and dietary requirements must be confirmed at least 7 days before the event.

5. Liability & Indemnity

5.1. The hotel is not responsible for any loss, theft, or damage to personal property.
5.2. The client agrees to comply with all health, safety, and fire regulations.

6. General

6.1. All conferencing bookings are subject to the same terms and conditions as our accommodation policies, unless otherwise specified.
6.2. The hotel reserves the right to amend these terms and conditions without prior notice.

Conditions of Residence

I hereby agree, as a condition of my occupation of the L’Ermitage premises, that the Owner/Operator of L’Ermitage shall not be responsible and/or liable for any accident, injury, death of any person, or loss, damage, or destruction to any property brought by me upon the L’Ermitage premises, whether arising from fire, theft, or omission of any person employed by the Owner/Operator of L’Ermitage. Accordingly, I hereby identify and agree to hold harmless L’Ermitage of the Owner/Operator, their direct officers, employees, agents, contractors or sub-contractors in respect of any responsibility and/or liability as stated above.

I hereby expressly consent and grant permission to L’Ermitage to collect, process, or distribute my personal information disclosed herein for purpose of any guest loyalty activity, subject to the following Terms and Conditions:

1. L’Ermitage shall remain authorized as stated in this document unless written notice of the withdrawal of permission is received within five days of stay.

2. L’Ermitage shall ensure that all necessary and responsible steps are taken to secure any personal information disclosed by me herein, but they shall not be liable for any disclosure, use, loss, or damage incurred as a result of sharing my personal information.

3. L’Ermitage may use my personal information to communicate with me from time to time, unless I state otherwise.

L’Ermitage may only distribute my personal information to its bona fide suppliers and other business associates or partners with my express permission freely and voluntarily. I acknowledge that:

1. The wireless internet connection available at L’Ermitage is unsecured and that I utilize the internet at my risk. I hereby indemnify and hold L’Ermitage harmless against any loss or harm of any nature arising directly or indirectly from the dissemination of any data through the use of L’Ermitage internet facilities.

2. I am aware that the public areas at L’Ermitage are monitored by closed-circuit television. If deemed necessary in the sole opinion of L’Ermitage, I consent to the use of such surveillance material in a court of law.

Terms and Conditions