Policy Document

Arebbusch Travel Lodge

1. Booking & Cancellation Policy

All Services

Cost estimates are valid for a maximum of 14 days from the date of request. A 100% confirmation deposit is required 30 days or more prior to either arrival or the conference/function to secure the booking. Should the confirmation deposit not be paid within the specified period and no other arrangement is made with us in writing, the reservation will be cancelled without further notice. Orders are only valid if issued by an approved account holder/government department. Orders must stipulate clearly what services are to be rendered and must be received prior to either arrival or the conference/function. Any amounts that are due to be refunded to a client will be refunded within 48 working hours once the relevant deposit confirmation has been received. All grievances, complaints or discrepancies must please be forwarded in writing, setting out the grievance, discrepancy or complaint within 7 days of the event.

 

Accommodation

A 100% confirmation deposit is required 30 days or more prior to either arrival to secure the booking. Should the confirmation deposit not be paid within the specified period and no other arrangement is made with Arebbusch Travel Lodge in writing, the reservation will be cancelled without further notice.

Orders are only valid if issued by an approved account holder/government department. Orders must stipulate clearly what services are to be rendered and must be received prior to arrival.

  • +30 days prior to arrival – 10% cancellation fee
  • 30 – 15 days prior to arrival – 25% cancellation fee
  • 14 – 8 days prior to arrival – 50% cancellation fee
  • 7 – 4 days prior to arrival – 65% cancellation fee
  • 3 – 0 days prior to arrival – 100% cancellation fee
  • No shows and early departures – 100% cancellation fee

Unless the client is an approved account holder or government department with an approved order, all outstanding amounts must be settled upon arrival and any additional charges incurred during the stay must be paid at the time of check‐out. Any items not covered by the order must be paid for by the client on the same terms. Discount may not be given unless prior arrangement has been made with management.

Conference/Function

  • +30 days prior to the event – 10% cancellation fee
  • 30 – 15 days prior to the event – 25% cancellation fee
  • 14 – 8 days prior to the event – 50% cancellation fee
  • 7 – 0 days prior to the event – 100% cancellation fee
  • No shows – 100% cancellation fee

Unless the client is an approved account holder or government department with an approved order, any additional charges incurred must be paid within the next working day. Unless otherwise agreed to in writing, additional service providers contracted for an event must be paid directly by the client and Arebbusch Travel Lodge may not be held liable for payment thereof.

 

Tour Operators/Travel Agents

All reservations and amendments thereto must be received in writing.

120 days or more: If a confirmed booking is received by a 2nd party, Arebbusch Travel Lodge has the right to request the first tour operator to reschedule their reservation.

90 days or more: If a confirmed booking is received by a 2nd party, Arebbusch Travel Lodge has the right to request the first tour operator for a rooming list (if the rooming list is not more than 25% of rooms booked, up to 25% of the rooms booked may be released by Arebbusch Travel Lodge) or for a non refundable deposit of 25% of the requested rooms.

60 days or more: A rooming list must now be provided to Arebbusch Travel Lodge. If the rooming list is not more than 50% of the rooms booked, up to 50% of the original rooms booked will be released. Alternatively, a 25% non‐refundable deposit may be paid. Upon request from Arebbusch Travel Lodge, additional rooms may be released in the event that they are required.

30 days prior to arrival Arebbusch Travel Lodge must receive the final rooming list for the group.

30 days or less: Cancellation fees as per the accommodation cancellation policy will apply.

Provisional Bookings: Provisional bookings will only be accepted at the discretion of Arebbusch Travel Lodge and the validation thereof will be indicated on the booking confirmation. On receipt of confirmed bookings, Arebbusch Travel Lodge reserves the right to cancel provisional bookings. Provisional bookings not cancelled 30 days or more prior to the arrival date will be subject to the cancellation policy.

 

2. Child Policy

Accommodation – Self‐Catering Units, Budget Rooms, Standard Rooms & Luxury Rooms

Only applicable if children are sharing accommodation with an adult, otherwise they pay the full rate.

Children under 6 years of age stay for free. Children between the ages of 6 – 12 years pay 50% of the difference between the double rate and the single rate, and children 13 years and older pay the full rate.

Please note that this is not applicable to the 3‐bed self‐catering chalet, the large self‐ catering chalet or the luxury cottage. These units are charged on a per unit basis and not on a per person basis.

An additional mattress for a child to sleep on is charged at N$100.00 per mattress. In the event that a mattress is opted for, only the mattress will be charged for and the child rate will be voided. Please take note that mattresses will only be provided for children 12 years of age and younger.

 

Camping/Caravanning

Children under 6 years of age may camp/reside in a caravan for free and children between the ages of 6 – 12 years pay 50% of the adult rate.

 

Conference/function & Restaurant Buffets

Unless otherwise stipulated, children under 6 years of age eat for free and children between the ages of 6 ‐12 years pay 50% of the adult rate.

 

3. Tour Guide Policy

Accommodation

Bona fide tour guides (including drivers) will be accommodated in the standard rooms subject to the following scale (only applicable if paying guests are booked into self‐catering units, luxury rooms or standard rooms):

  • 1 ‐ 9 paying guests
    • 1 Tour Guide pays 50% of the rack rate for a single standard room (additional guides pay full price).
  • 10 ‐ 29 paying guests
    • 1 Tour Guide stays for free and the 2nd Tour Guide pays 50% of the rack rate for a single standard room (additional guides pay full price).
  • 30+ paying guests
    • 2 Tour Guides stay for free and the 3rd Tour Guide pays 50% of the rack rate for a single standard room (additional guides pay full price).

Guides must share accommodation if and when required to do so, or make use of alternative accommodation as set out by Arebbusch Travel Lodge.

In the event that the guests are camping/caravanning, then the following scale will apply to bona fide tour guides (including drivers):

  • 1 ‐ 9 paying guests
    • 1 Tour Guide pays 50% of the adult camping/caravanning rack rate (additional guides pay full price).
  • 10 ‐ 29 paying guests
    • 1 Tour Guide stays for free and the 2nd Tour Guide pays 50% of the adult camping/caravanning rack rate (additional guides pay full price).
  • 30+ paying guests
    • 2 Tour Guides stay for free and the 3rd Tour Guide pays 50% of the adult camping/caravanning rack rate (additional guides pay full price).

 

Meals

Breakfast Buffets ‐ Full English Breakfast Buffet or Continental Breakfast Buffet – Bona fide tour guides (including drivers) will be provided breakfast subject to the following scale (tour guides may only partake in the same buffet as the rest of the paying guests):

  • 1 – 9 paying guests
    • 1 Tour Guide pays 50% of the adult rate for the breakfast buffet in question (additional guides pay full price).
  • 10 ‐ 29 paying guests
    • 1 Tour Guide eats for free and the 2nd Tour Guide pays 50% of the adult rate for the breakfast buffet in question (additional guides pay full price).
  • 30+ paying guests
    • 2 Tour Guides eat for free and the 3rd Tour Guide pays 50% of the adult rate for the breakfast buffet in question (additional guides pay full price).

All other meals (excluding breakfast buffets) ‐ bona fide tour guides (including drivers) will be provided meals subject to the following scale:

  • 1 – 9 paying guests
    • 1 Tour Guide pays 50% of his/her total food bill (excluding all drinks – drinks are paid for at full price) subject to a min. of N$500.00 being spent by the paying guests on food items and drinks (additional guides pay full price on all food and drinks).
  • 10 ‐ 29 paying guests
    • 1 Tour Guide eats for free and the 2nd Tour Guide pays   50% of his/her total food bill (excluding all drinks – drinks are paid for at full price) subject to a min. of N$1500.00 being spent by the paying guests on food items and drinks (additional guides pay full price on all food and drinks).
  • 30+ paying guests
    • 2 Tour Guides eat for free and the 3rd Tour Guide pays 50% of his/her total food bill (excluding all drinks – drinks are paid for at full price) subject to a min. of N$2500.00 being spent by the paying guests on food items and drinks (additional guides pay full price on all food and drinks).

Discount is given on food items ONLY – all drinks must be paid for at the full price.

These discounts only accrue to tour guides/drivers and not to guests.

Arebbusch Travel Lodge reserves the right to request proof of an individual’s tour guide status.

 

4. Mattress Policy

If a child under the age of 12 is sharing an accommodation unit with an adult/s, an additional mattress may be requested for the child to sleep on. This is entirely subject to there being enough space within the accommodation unit for the additional mattress.

 

5. Commission Policy

Unless otherwise agreed to in writing, 10% commission is payable on the rack rates nett of VAT and the NTB Levy (the rack rate less VAT and NTB levy) for accommodation services only. Proof of NTB registration must be presented and specials are not subject to commission. Commission is payable monthly once a statement has been presented and reconciled with Arebbusch Travel Lodge’s records.

Payment will only be made once any disputes arising from the reconciliation have been resolved.

 

6. Pet Policy

Pets are not allowed in accommodation units, but subject to prior arrangement with management, alternative housing arrangements can be made.

 

7. Pensioner Policy

Pensioners are entitled to 10% discount on the rack rates for accommodation services only. Pensioners must present proof of their pensioner status and specials are not subject to pensioner’s discount.

Disclaimer

Any person or guest who makes use of accommodation and/or any other facilities, as well as any person who enters these premises does so entirely at their own risk.

The owners, management and staff of Arebbusch Travel Lodge, accept no responsibility for any death of or injury to any person, or for any damages or loss to property occasioned in any manner whatsoever, whether arising from any form of negligence or from any other cause within or extraneous to the control of any aforementioned persons.

 

Noise

Arebbusch Travel Lodge provides accommodation as a Rest Camp. Accordingly, the accommodation areas are “No Noise Zones”. No noise, which constitutes a nuisance to or disturbance of any guest of the Lodge, will be tolerated. The Lodge reserves the right to forthwith cancel the accommodation or visitation agreement between the Lodge and any/or all guests who do not heed to a request from management to maintain an acceptable noise level. In such event, the said guest(s) will forfeit any deposit or amount paid for accommodation or visitation and will be expected to leave within 30 minutes of being requested to do so. The management of Arebbusch Travel Lodge reserve the right to determine what constitutes an “acceptable level of noise”.

 

I.T.C & Collection Costs

Should any amount of monies owed to Arebbusch Travel Lodge be defaulted on, Arebbusch Travel Lodge reserves the right to forward the account to I.T.C for blacklisting. The client will be held responsible for all legal costs and collection costs.

 

Theft

All persons who enter these premises make use of the accommodation and all of these facilities provided by Arebbusch Travel Lodge, entirely at their own risk. The Lodge, its owners, management and staff specifically accept no responsibility or liability for any losses sustained by the guests or visitors as a result of theft.

 

Smoking

Smoking is strictly prohibited in all of the accommodation units. Contravention will result in a fine being levied to the guests account.

 

Pets

Pets are not allowed in the accommodation units but alternative housing arrangements can be made subject to prior arrangement with management.

 

Speed Limit

Vehicles are not permitted to exceed a speed of 20km/h.

 

Shuttle Service

Any person that makes use of the Arebbusch Travel Lodge transport service does so entirely at their own risk. The owners, management and staff of Arebbusch Travel Lodge accept no responsibility for any death of or injury to any person, or for any damages to or loss of property, resulting from this service.

 

Check‐Out Time

All guests are kindly reminded that check‐out time is 10:00 am, unless prior arrangement has been made with management. Management reserves the right to enforce the above. Should it become necessary to move a guest’s belongings as result of a late check‐out, the Lodge, its owners, management and staff specifically accept no responsibility or liability for any loss or damage done to the aforementioned belongings.

 

Accommodation Unit Contents

Guests will be required to pay for missing or broken items in the accommodation units.

 

Ablution blocks

The ablution blocks for campers and caravaners are cleaned daily: Please leave them in the state you would like to find them in.

 

Littering

The utmost is done to provide you with a clean and pleasant environment. PLEASE DO NOT LITTER – ample refuse containers have been provided.

 

Firewood

Firewood is available at reception. The utilization of firewood from the Natural Environment is strictly prohibited and persons ignoring this instruction will be required to leave the Lodge without compensation or refund.

 

Telephone fee structure

Telephone – Telephone costs are not included in the price of the accommodation and must be paid for at the time of check‐out. Telephone costs are calculated in units.

 

Laundry

It is undertaken that the utmost will be done to ensure that the best possible care is taken of all guest’s laundry, however Arebbusch Travel Lodge cannot be held responsible for any loss and/or damage done to articles of clothing.