Booking Terms & Cancellation Policy

1.1 These Booking Terms and Cancellation Policy (“Terms”) apply to all accommodation bookings at Rose Water Lodge, operated by Rose Hollow (Pty) Ltd (“we”, “us”, “our”).

1.2 By making a booking enquiry, confirming a reservation or paying any deposit to us, you acknowledge that you have read, understood and agree to be bound by these Terms.

1.3 These Terms apply in addition to any other written confirmation, quotation or booking form issued by us. In the event of any conflict, the specific terms set out in a written quotation or booking form will prevail for that booking.

3.1 Bookings are made directly with us by submitting an enquiry through the website contact form, email, WhatsApp or telephone. Online bookings via third party platforms may be added in future and will be subject to these Terms and any additional terms displayed on such platforms.

3.3 We reserve the right to decline any booking request at our discretion.

4.1 Accommodation is charged on a per person per night basis, unless otherwise stated in a written quotation or booking confirmation.

4.2 The Lodge accommodates a maximum of 16 (sixteen) guests across the available rooms. A minimum booking of 12 (twelve) guests may apply, unless otherwise agreed in writing.

4.3 We may apply different rates for out-of-season and in-season / peak periods. Applicable rates and season dates will be confirmed in your written quotation or rate sheet for the relevant year.

4.4 The following minimum stay requirements apply, unless otherwise agreed in writing:
4.4.1 A minimum stay of 2 (two) nights over weekends and/or midweek bookings.
4.4.2 A minimum stay of 3 (three) nights over long weekends.
4.4.3 A minimum stay of 3 (three) nights over the December / January peak season.

4.5 All rates are quoted in South African Rand (ZAR) and include VAT, if applicable, unless clearly stated otherwise.

4.6 We reserve the right to amend rates at any time. The rate confirmed in your written quotation will apply to that specific booking, provided that the required deposit is paid by the due date.

5.1 A 50% accommodation deposit is required to secure your booking. The deposit due date will be stated in your quotation or booking form.

5.2 The balance of the accommodation amount is payable as follows, unless otherwise agreed in writing:

5.3 A refundable security / breakage deposit may be charged in addition to the accommodation amount. The amount and due date of this deposit will be set out in your quotation or booking form.

5.4 We do not accept cash payments. All payments must be made via electronic funds transfer (EFT) to the banking details specified on your quotation or booking form.

5.5 You are responsible for any bank charges and ensuring that the full quoted amount reflects in our account by the due date.

5.6 If the required deposit or balance is not received by the stated due date, we reserve the right to cancel the provisional reservation and to allocate the dates to other guests.

6.2 The deposit is payable together with your accommodation deposit or as otherwise indicated in your quotation.

6.3 After your departure, the property will be inspected. If no deductions are necessary, the deposit will be refunded to the bank account details you have provided, within a reasonable period (typically within 7–10 working days).

6.4 If deductions are required, we will provide a reasonable explanation and refund the balance (if any) after such deductions. If damages or charges exceed the deposit, you will remain liable for the difference and we may invoice you accordingly.

7.1 If you need to change or cancel your booking, you must notify us in writing (by email or WhatsApp) as soon as reasonably possible. The date on which we receive your written notice will be the date used to calculate any applicable cancellation fees.

7.2 The following cancellation fees will normally apply, unless otherwise agreed in writing:

7.3 Where you cancel timeously and the booking value has already been paid in full, we will refund any amount due after applying the cancellation fees above.

7.4 Any non-refundable deposits or special promotion terms will be clearly indicated at the time of booking and will apply in addition to these Terms.

7.5 Reducing the number of nights, moving dates or reducing the number of guests may be treated as a partial cancellation and may be subject to cancellation fees, depending on the timing and circumstances. We will advise you of any applicable charges when you request the change.

8.1 While we make every reasonable effort to provide the accommodation as booked, we reserve the right to cancel or amend a booking due to circumstances beyond our reasonable control, including but not limited to:

8.2 In such cases we will, where reasonably possible:

8.3 Our liability in such circumstances will be limited to the refund of amounts paid. We will not be responsible for any additional costs, losses or damages incurred by you as a result of such cancellation or change.

9.1 If you do not arrive on the scheduled arrival date without prior written cancellation (“no-show”), or if you depart earlier than the booked departure date, the full booking value remains payable and no refunds will be made, unless we decide otherwise at our sole discretion.

10.1 Check-in is normally available between 14:00 and 18:00 on the day of arrival, unless otherwise agreed. Please inform us in advance if you expect to arrive later than 18:00.

10.2 Check-out is by 10:00 on the day of departure, unless otherwise agreed. Late departures may incur additional charges.

10.3 The Lodge accommodates a maximum of 16 (sixteen) guests. The number of guests permitted for your specific booking will be confirmed in your written quotation or booking confirmation. You may not exceed the confirmed number of guests without our prior written consent.

10.4 Only registered, paying guests are permitted to stay overnight at the lodge. Day visitors are only allowed by prior arrangement.

11.1 Guests are required to comply with all reasonable house rules displayed at the property or communicated by us, including (without limitation):

11.2 You are responsible for supervising children at all times, particularly near water, fireplaces, stairs and outdoor areas.

11.3 You must take reasonable care of the lodge, furnishings, equipment and surrounding property and must leave the lodge in a reasonably clean and tidy condition on departure.

11.4 You will be liable for any loss, damage or undue wear and tear caused to the lodge, furnishings, equipment or surrounding property by you or any member of your party or visitors, fair wear and tear excepted.

12.1 We will not be liable for any failure to perform, or delay in performance of, any of our obligations under these Terms that is caused by events beyond our reasonable control, including but not limited to: natural disasters, extreme weather, fire, flood, pandemic, government restrictions, strikes, civil unrest, interruption of utilities or essential services, or failure of third party service providers (“force majeure events”).

12.2 In such cases we will use reasonable efforts to notify you and, where possible, to offer alternative dates. Any refunds or credits will be considered on a case-by-case basis, taking into account our costs and commitments.

13.1 You and all members of your party stay at and use Rose Water Lodge and its facilities entirely at your own risk.

13.2 To the maximum extent permitted by South African law, Rose Hollow (Pty) Ltd, Rose Water Lodge, its owners, directors, employees and agents will not be liable for any loss, damage, injury, illness or death to any person, or any loss or damage to property, arising from or in connection with:

whether arising in contract, delict or otherwise, except to the extent caused by our gross negligence or wilful misconduct.

13.3 Nothing in these Terms excludes or limits any liability that cannot lawfully be excluded or limited under applicable law.

14.1 We process personal information in connection with your booking and stay in accordance with our Privacy Policy, available on our website.

14.2 By making a booking or submitting an enquiry, you acknowledge that you have read and understood our Privacy Policy.

15.1 These Terms and any dispute arising out of or in connection with them, or with any booking or stay at Rose Water Lodge, shall be governed by and construed in accordance with the laws of the Republic of South Africa.

15.2 You agree that the courts of South Africa will have jurisdiction to hear any disputes arising from or relating to these Terms or your stay, without prejudice to our right to institute proceedings in any other court of competent jurisdiction.

16.1 We reserve the right to amend or update these Booking Terms and Cancellation Policy at any time in our sole discretion, in order to comply with legal requirements or to reflect changes to our operations.

16.2 Any amendments will be effective from the date on which the updated Terms are published on this website. The version in force at the time of your booking will normally apply to that booking, unless a change is required by law.

Last updated: February 2026