Hotel Policies & Terms
1. General Hotel Policy
Umhlanga Apart Hotel, its management, employees, and agents shall not be liable for any personal injury, loss of life, or loss of or damage to guest property brought onto the premises — whether arising from fire, theft, or any other cause, including negligence.
Please ensure your valuables are secured in the in-room safe at all times. Guests are advised to take all necessary precautions to safeguard their personal belongings.
2. Conditions of Entry
- No visitors are permitted on the premises without prior authorisation from management.
- No pets allowed, except registered service animals.
- Valid identification is required at check-in.
- This is a weapon-free and drug-free establishment. Offenders will be prosecuted.
3. Payment
Full payment of the room rate for the duration of the stay is required at check-in.
- Credit card payments require the cardholder to be present at check-in. Cards may not be presented by a third party — this is a FICA requirement.
- A R300 pre-authorisation holding deposit is required at check-in to cover any extras or damages. Processing of the pre-auth release may take 7–14 days depending on your bank.
- Lost key cards will incur a replacement fee of R40 per card, payable at reception before a new card is issued.
4. Parking
Complimentary parking is available for hotel guests on a first-come, first-served basis. The hotel does not reserve or guarantee parking bays.
5. Check-in & Check-out
Guests may check in between 15:00 and 00:00. A full nightly rate applies for arrivals after midnight — no discounts will be granted. Late check-out will incur an additional room fee.
6. Guest Conduct
- A strict no-noise and no-visitors policy applies from 22:00.
- Guests must be considerate of fellow occupants at all times.
- Overcrowding is strictly prohibited. Any guest exceeding the room’s maximum occupancy will be charged an additional full night’s rate.
7. Smoking Policy
Smoking is strictly prohibited in all rooms and indoor hotel areas.
Fire technician call-out fee: R500 + Cleaning fee: R500
8. Refunds & Cancellations
No credits, refunds, or discounts will be provided for no-shows or early departures. Rates are subject to change without prior notice. See the Cancellation Policy below for full details.
9. Security & Legal Compliance
Any illegal acts are strictly prohibited on the premises. Guests found engaging in illegal activities will be required to vacate immediately with no refund issued. Authorities will be contacted where required.
10. Third-Party Services
The Yard House Restaurant and the Orchid Spa are operated independently. Umhlanga Apart Hotel accepts no liability for services provided by these third-party operators.
Cancellation Policy
Individual Bookings
All cancellations must be submitted in writing. Verbal cancellations will not be accepted. Cancellations made through a third-party channel or website must be processed through that same channel.
| Notice Period | Refund |
|---|---|
| 14–8 days prior to arrival | 100% refundable |
| 7–2 days prior to arrival | 75% refundable |
| 1 day prior to arrival | 50% refundable |
| Day of arrival, no-show, or early departure | No refund — 100% charged |
Group Bookings
All group cancellations must be submitted in writing. Verbal cancellations will not be accepted.
| Notice Period | Amount Payable |
|---|---|
| More than 30 days prior to arrival | Deposit refunded (minus admin fees) |
| 29 days prior to arrival | 25% of full rate payable |
| 14 days prior to arrival | 50% of full rate payable (deposit forfeited) |
| 7–2 days prior to arrival | 75% of full rate payable |
| 0–1 days prior, no-show, or early departure | 100% of full rate payable |