Cleaning Services

Cleaning services is mandatory for all guests and the cost of this service is included in the daily rate of the Guest.

Cleaning services provided include washing of dishes, general cleaning of your property, replenishment of guest supplies, taking inventory of crockery, cutlery and linen.

The cleaning fee is linked to the size of the apartment and is explained in your Terms & Conditions.

Linen is tagged per property and managed accordingly.

Please note that properties (rooms) are independently owned and are uniquely furnished by the owners. Therfore, similar apartments may differ in style, decor, furniture, appliances and fittings. Images provided for each room category on our website are representative examples and may not reflect the specific room you may be assigned on arrival.

In respect of the property booked via the booking platforms, which apartment shall hereinafter be referred to as “Apartment” within the estate designated in this booking platform “Estate”

The terms and conditions set out below and all protocols and policies referred to therein (collectively hereinafter referred to as “these Terms and Conditions”) shall constitute the entire agreement between you, as the Responsible Guest, Hospitality at Waterfall City Proprietary Limited (“H@WC”) and the host (being the registered lessee of the Apartment) herein represented by H@WC relating to the Apartment.
These Terms and Conditions are subject to change at any time prior to your scheduled date of arrival with notice to the Responsible Guest, which notice shall be sent to the Responsible Guest using the email address stipulated by it in the booking platform.

Apartments
Apartments are owned and furnished by independent leaseholders, therefore, may differ from similar room types in the Estate.
Apartments on the H@WC booking platform are sold by room type. Images on the platform and website depict a typical apartment of the room type chosen and are for illustrative purposes only. The apartment allocated on check-in may differ from that seen on the booking website.

Payment
In order to complete your online reservation, you will be redirected to our payment gateway, where payment of the Total Reservation Fee indicated in the booking particulars, PLUS the refundable breakage deposit of 10% of the Total Reservation Fee, must be paid.

Amendments
Reservations made online must be amended online by logging into your account and amending the required reservation, subject to availability, and the following:

Bookings may be amended up to 8 days prior to the booked arrival date without any penalty, provided there are no other terms and conditions linked to the rate or promotion booked.
If it is within 3 to 7 days of arrival and the booking is amended to arrive earlier than the current booking date, there shall be no penalty if there are no other terms and conditions linked to the rate or promotion booked.
If it is within 3 - 7 days of arrival and the booking is amended to arrive later than the current booking date, you may be liable for 50% of the [Reservation Fee] in relation to the first night of the scheduled stay, if there are no other terms and conditions linked to the rate or promotion booked.
If it is within 3 - 7 days of arrival and the length of stay is reduced, there shall be no penalty provided that the arrival date remains the same and there are no other terms and conditions linked to the rate or promotion booked.
If it is within 2 days of arrival, you may be liable for 100% of the Reservation Fee in relation to the first night of the scheduled stay, in addition to the fees of the new dates booked, if there are no other terms and conditions linked to the rate or promotion booked.

Cancellations
Reservations made online must be cancelled online by logging into your account and cancelling the required reservation, subject to the following:

The following rules apply provided it is a not a promotional or non-refundable rate. Accordingly, the terms and conditions pertaining thereto shall supersede these Terms and Conditions.
If you cancel your booking at least 8 days prior to the scheduled date of arrival, you shall receive a full refund.
If you cancel your booking between 3 and 7 days prior to the scheduled date of arrival, you shall remain liable for 50% of the Reservation Fee in relation to the first night of the scheduled stay and the balance of the Total Reservation Fee together with the breakage deposit shall be refunded to you.
Reservations cancelled within 2 days of the scheduled arrival date, shall be liable for 100% of the Reservation Fee in relation to the first night of the scheduled stay, and the balance of the Total Reservation Fee together with the breakage deposit shall be refunded to you.
Cancellation refunds shall be processed within 48 hours of receipt of the Cancellation Notice (excluding weekends and public holidays) and may take between 7 and 14 days to reflect in your account. Please note that no cash refunds shall be done – all refunds will be credited to the card/ account debited when payment was made.
Where payment was made by means of EFT, you are required to include the bank account details from which the payment was made, with proof thereof.

No shows
Notwithstanding any other provisions of these Terms and Conditions, should either you, as the Responsible Guest, or any of the Additional Confirmed Guests fail to arrive timeously or at all, you shall remain liable for the Total Reservation Fee and, at the election of H@WC may be refunded for the breakage deposit only.

Overstays
If a guest fails to vacate the property by the agreed check-out time without prior approval, H@WC reserves the right to levy an additional fee including but not limited to any related costs incurred.

Maximum Guests
The maximum number of guests allowed to stay at the property is as per the booking on the Platform. This limit includes all adults and children. Exceeding this limit without prior approval will result in the following actions:

Immediate termination of the booking without refund and or,
A penalty fee per additional guest per night as per H@WC discretion.
H@WC reserves the right to request the removal of any unauthorized guests from the property.

Breakage Deposit
Please note that:

The breakage deposit may be used for the repair and/or replacement of any items that have been removed from the Apartment or items that have been damaged or destroyed during your stay and/or the stay of any other of your Guests referred to herein and for such other purposes contemplated in these Terms and Conditions.
Refunding of your breakage deposit is subject to an inspection of the Apartment and the items therein on the date of, or immediately following, your departure depending on your time of check-out. We will refund your breakage deposit or the balance thereof (if any) within 48 hours of your departure (excluding weekends and long weekends when it will be done within 48 hours of the next working day) by crediting the card or account debited at the time of booking. No cash refunds shall be made. Kindly note it may take between 7 and 14 days to reflect in your account.
Notwithstanding any other provisions of these Terms and Conditions, no shows shall be liable for payment as per the booking rules and may be refunded for the breakage deposit only.

Guest particulars

The Responsible Guest is required to include details of any Confirmed Additional Guests as part of its booking (the “Confirmed Additional Guests”) and any reference to “Confirmed Additional Guest” shall refer to any one of them, as the context may indicate. The addition or replacement of a Confirmed Additional Guest is subject to our receipt of a written request from the Responsible Guest by no later than [24 hours] of the scheduled arrival date. Such request shall contain your booking reference, your scheduled arrival date, confirmation that the request pertains to either the addition or the replacement of a Confirmed Additional Guest and the details per the booking for the new Confirmed Additional Guest and/or the name of the person that is to be replaced by the new Confirmed Additional Guest, as the case may be.
Any addition or change relating to Confirmed Additional guests referenced in the booking must promptly be notified to admin@hostwaterfallcity.co.za.
In these Terms and Conditions, the Responsible Guest and his/her Guests shall collectively be referred to as “all Guests” and “a Guest” or “any Guest” shall be a reference to any one of you/them.
The Responsible Guest must ensure that the Confirmed Additional Guests are aware of and comply with the provisions of these Terms and Conditions and shall accordingly, by placing its booking request and accepting these Terms and Conditions, assume full responsibility and liability for the acts and omissions of the Confirmed Additional Guests, including the payment of any fines and/or penalties or any damages, loss or injury suffered by any person arising from any act or omission of a Confirmed Additional Guest.
Entry to the Estate and the Apartment shall, save as otherwise permitted in terms of Section “Visitors” below, only be granted to the Responsible Guest and the Confirmed Additional Guests on the basis of these terms and Conditions and any other Access Control Protocols, which may be made available to the Responsible Guest from time to time and which the Responsible Guest agrees to disseminate to the Confirmed Additional Guests.

Guest arrival and check-in

All Guests must report to the Concierge Desk upon arrival at the Estate.
Check-in is between 14h00 and 23h00 on the scheduled arrival date. Check-in by any Guest prior to 14h00 cannot be guaranteed unless you book the Apartment for the night preceding your scheduled date of arrival depending on the availability thereof – in either event, immediate payment by the Responsible Guest of the additional reservation fee (together with the additional breakage deposit) will be required.
A Guest’s access to the Estate and the Apartment is conditional upon (i) presentation/display of valid identification (Identity Document, Passport or valid South African Driver’s Licence); (ii) the Guest’s submission of such personal information and consent to the processing of such information as contemplated in the Estate Rules and SECTION “CONSENT TO THE PROCESSING OF PERSONAL INFORMATION” below; and (iii) signature by the Guest of an undertaking to comply with the Estate Rules and the reasonable directives of the estate managers or authorised security personnel.
The Responsible Guest shall notify H@WC within 24 hours of its arrival of any defects in the Apartment, the furnishes, fittings, linen, appliances and/or other items located in the Apartment, failing which the Apartment, the furnishes, fittings, linen, appliances and other items located in the Apartment shall be deemed to have been acknowledged by all Guests as received in good working order and condition.

Guest check-out and departure

Check-out time for all Guests is STRICTLY by 10h00 on the scheduled day of departure. Check-out at any time thereafter shall only be permitted with our prior written approval and H@WC shall be entitled to either charge you an additional fee depending on the extension (time) required or require you to book the Apartment for an additional night depending on its availability – in either event, immediate payment by the Responsible Guest of the additional reservation fee (together with the additional breakage deposit) will be required.
All keys to the Apartment and any access cards/devices issued to any of the Guest are to be returned to the Concierge Desk prior to your departure. Should you depart outside of the operating hours of the Concierge Desk, please drop of the key in the drop box provided at the Concierge Desk. Any missing, damaged or broken keys, cards or devices will be charged for and be payable by you as the Responsible Guest.
You, as the Responsible Guest, shall be required to settle all outstanding/additional charges (including without limitation, any fines/penalties issued by the relevant Residents Association, additional charges levied in respect of early/late check-in or late check out by a Guest and/or fees levied in respect of additional services used) whether incurred by you or any of your Guests.
Guests must leave the Apartment, the fixtures, fittings, furnishings appliance and other items located in the Apartment in the same good order and condition as found by them upon their arrival and must maintain the Apartment in a neat and tidy condition. We reserve the right to claim from and/or debit your credit card for any costs relating an Apartment left unreasonably dirty and any breakages or damages to the material structure of the Apartment and/or the appliances, linen, crockery, cutlery and furnishings. In the event that your breakage deposit is not sufficient to cover such costs and/or any other additional charges as may be levied in terms of these Terms and Conditions, such costs shall be payable by you on receipt of our invoice.
Kindly ensure upon departure that -
1. the Apartment is locked and secure - accordingly, all windows, sliding doors and entrance doors must be closed and properly locked;
2. all air conditioners, appliances and lights are to be switched off; and
3. taps/faucets must be securely closed.

Visitors
Guests may receive visitors by prior arrangement with us and subject to the compliance with our Visitor Access Protocol, but overnight visitors to the rented unit is strictly prohibited, unless they are booked in at the respective rate for additional guests and provided that the Apartment can accommodate the additional guests.
All visitors must,

upon arrival at the Estate, report to the Concierge Desk and be met and accompanied by a Guest at all times.
upon departure, report to the Concierge Desk; and
must at all times comply with the Estate Rules.
A visitor’s access to the Estate and the Apartment is conditional upon
1. presentation/display of valid identification (Identity Document, Passport or valid South African Driver’s License);
2. the submission of such personal information and consent to the processing of such information as contemplated in the Estate Rules and CONSENT TO THE PROCESSING OF PERSONAL INFORMATION below; and
3. The Responsible Guest accepts and takes responsibility that his Visitors shall comply with the Estate Rules, the Constitution and the reasonable directives of the estate managers or authorised security personnel.

Estate Rules
All references in these Terms and Conditions to “the Estate Rules” (as amended from time to time) are deemed to be a reference to the rules imposed by the committee of the Residents Association of the respective Apartment upon its members, the residents of, and visitors to, the Estate and such other persons as may be referred to therein from time to time.

A copy of the Estate Rules and the constitution of the respective Residents Association (“Constitution”) are available upon request or here . It is your responsibility to familiarize yourself with those documents and to bring the relevant provisions thereof to the attention of all Confirmed Additional Guests and visitors.
Please take note that the failure of a Guest or visitor to comply with the Estate Rules and the Constitution may inter alia result in
1. the issuance of a fine/penalty;
2. the expulsion of a Guest or visitor from the Estate or any of its amenities; and/or
3. the restriction/prevention of access to the Estate, the Apartment or any of the amenities of the Estate.
Accordingly, without derogating from any other provisions of these Terms and Conditions, all rights, whether in terms of these Terms and Conditions, the Estate Rules, the Constitution at law or otherwise of the owner of the land on which the Estate is situated, the respective Residents Association and H@WC remain reserved.

Use and parking of vehicles
Please note that the Estate’s internal roads and paths are often frequented by pedestrians, joggers and cyclists and all person driving on the Estate must be mindful of those persons and at all times comply with provisions of the Estate Rules pertaining to the use and/presence of vehicles on the Estate

Only holders of a valid driver’s license issued under the provisions of the applicable legislation shall be permitted to drive vehicles onto and within the Estate.
Tailgating through booms or other access gates/barriers is strictly prohibited and will result in a fine.
Parking of authorised vehicles are limited to the designated parking bays assigned to you.
If codes are issued to any Guests to facilitate entry and exit from the Estate these codes may not be shared with anyone and may only be used in connection with the afore-mentioned pre-authorised vehicles.
The Estate’s speed limit must be observed at all times.

Use of Estate amenities
All Guests have access to the Estate amenities provided that –

Such access to and/or use of the amenities shall be subject at all time to the provisions of the Estate Rules and other governing documents of the Residents Association as well as the directives of the estate manager or such other persons appointed by the Residents Association for such purpose;
Such access to, and and/or use of, the amenities shall be at the sole risk and cost of each of the Guests and where permitted, its visitors; and
None of the Guests and/or their respective visitors shall have any claim of any nature whatsoever, including, without limitation, a claim for damages, compensation, reimbursement or otherwise in connection with the availability, quality and/or use of any such amenities and/or the goods or services offered at such amenities.

Cleaning Services

The Apartment shall be serviced daily between 08h00 and 16h00.
Should you require a more frequent or an interim ad hoc change in bedroom and bathroom linen, please submit your request in writing to us and note that an additional charged may be levied.
Personal laundry services are not included in the cleaning service as the Apartment is primarily a self-catering facility.
The cleaning staff shall gain access to the Apartment using a set of keys reserved by H@WC for such purpose at any time between the hours of 08h00 and 16h00 and all Guests and their visitors are responsible for the safe keeping and storage of their own valuables at all times and neither H@WC nor the Residents Association, the owner or the registered lessee of the Apartment shall be liable for any damage to, or loss of, any items belonging to any Guests or their visitors during the course of their stay/visit at the Apartment.
The consumable items in the Apartment available for use by Guests as at the date of check-in shall be listed in a notice placed in the Apartment, which notice shall specify the frequency of replenishment thereof by H@WC. More frequent replenishment of consumable items or the provision of alternative consumable items may be arranged by prior agreement between the Responsible Guest and H@WC, subject to the availability of the consumable items concerned and provided that an additional charge shall be payable by the Responsible Guest to H@WC in this regard.
Furnishings, electronic devices and other appliances, fittings, guest supplies and consumable items belong to the unit Owner and or H@WC and may not be removed from the Apartment by any Guests or their visitors.

General conditions of stay

Maintenance calls must be logged with the Concierge desk immediately upon noticing the fault. If the fault is minor, e.g. a light bulb has fused, it shall be resolved between 08h00 and 17h00. Major faults, e.g. geyser has burst, may take longer to be resolved. In such cases, H@WC shall provide alternate accommodation of a similar type to that reserved.
The Apartment must be kept in a clean, neat and tidy condition at all times.
NO PETS of any kind are permitted in the Apartment or the remainder of the Estate. Any animals brought into the Estate will be removed from the Estate and surrendered to local authorities.
All windows and doors of the rented premises are to be secured, all air conditioners, appliances and lights are to be switched off on departure.
The Apartment, including without limitation, the patio area is a strictly non-smoking premises. Should traces of smoking be present during or immediately after your stay, a penalty will be applied to neutralise the unit.
The Apartment must be properly locked and secured when leaving the apartment. Accordingly, all windows, sliding doors and entrance doors must be properly closed and locked and all lights, appliances and air-conditioning units must be switched off and taps/faucets properly closed.
The access to and/or use of the Apartment and the Estate’s amenities by all Guests and Visitors must not in any way create an unreasonable nuisance or disturbance to others and the privacy of other residents of, and visitors to, the Estate must be respected at all times.
No extra mattresses of any kind are permitted.
Only 2 (two) persons per bedroom are permitted, so as to prevent overcrowding of the Estate and its facilities. In the event of overcrowding the allocated access codes will be cancelled with immediate effect prohibiting access into the Estate and all payments for future nights booked, save for the breakage deposit, may be forfeited.
No parties/functions or other social gatherings may be held at the Apartment.
No commercial activity, photo shoots or filming of media content for public dissemination will be permitted at the Apartment or elsewhere in the Estate.
The use of fireworks is strictly prohibited.
No items (including, without limitation, any cutlery, crockery, linen or towels located in the Apartment) may be removed from the Apartment by any Guests or Visitors for use elsewhere in the Estate or otherwise.
No illicit substances or goods may be brought into, sold, distributed and/or used at/on/in the Apartment or elsewhere in the Estate.
No firearms are permitted on the Estate.
No illegal or improper activities may be conducted in the Apartment or elsewhere in the Estate.

Consent to the processing of personal information

The terms “Processing” and “Personal Information” shall have the meanings assigned to such or similar terms in the Protection of Personal Information Act 4 of 2013, as amended from time to time and shall include any regulations thereto.
The Responsible Guest by making a booking and accepting these terms and conditions via the click accept and/or by submitting a Visitors request via the booking platform, hereby consents and warrants that it has obtained all relevant authorisations and consents from any Confirmed Additional Guests and/or Visitors, including as may be required under the Protection of Personal Information Act 4 of 2013 (including, in particular any consents required in respect of the processing of personal information of children, which the Responsible Guest warrants to be aware of and compliant with) ,to the Processing of its and the Confirmed Additional Guests and Visitors Personal Information by H@WC, the relevant Residents Association, the owner of the land on which the Estate is situated and their respective nominees (jointly hereinafter referred to as “the Authorised Entities”) for the following purposes –
1. Facilitating and/or rendering the services contemplated in these Terms and Conditions and such other services ancillary thereto;
2. Facilitating or granting access to the Estate and/or any of the Estate’s amenities;
3. Management of the Estate or certain activities thereon;
4. The purpose of processing the transactions contemplated in these Terms and Conditions;
5. Such other purposes as may be required by any or all of the Permitted Entities to give effect to the provisions of these Terms and Conditions, the Estate Rules, the constitution of the Residents Association and/or the import of the provisions thereof; and/or
6. As may be otherwise required or permitted in terms of applicable laws.
The Responsible Guest hereby consents and authorises H@WC to provide the Responsible Guest’s details to the host where required for the host to enforce any rights which it may have under law;
The Responsible Guest, Confirmed Additional Guests and/or Visitors shall sign such documents as may be legally required to give effect to the above provisions of this SECTION.

Reservation of Rights

H@WC reserves the right to either not accept bookings or to cancel bookings where it is of the reasonable view that these Terms and Conditions are or are reasonably likely to be breached.
H@WC further reserves the right to expel you, as the Responsible Guest, and/or any of your Confirmed Additional Guests or visitors from the Estate or any part thereof in the event of non-compliance with the provisions of these Terms and Conditions (including without limitation, any breach of the Estate Rules) without any refund or compensation, in which event you, as the Responsible Guest can be blacklisted from future bookings in Waterfall City.
H@WC further reserves the right to cancel, [substitute or change any booking] should the Apartment become damaged or fall into a state of disrepair or become unavailable for any reason with prior written notice to the Responsible Guest in which event the Apartment Cancellation or Substitution Policy will apply, which may include –
1. H@WC making, where possible, an alternate apartment available to you in the same Estate/Apartment Block, which apartment shall be in the same or higher category as the Apartment;
2. The same rental rate applicable to the Apartment shall apply to the substitute apartment; and
3. These Terms and Conditions shall apply with the necessary amendment to your booking and use of the substitute apartment, provided that, should H@WC not be able to provide this, H@WC may refund you for the remaining period of your stay.
H@WC further reserves the right to cancel any booking or change any booking particulars if it is required to do so by law or pursuant to the requirements of the owners or developers of the digital applications and/or booking platforms utilised by H@WC or its service providers.
H@WC reserves to the right to access and inspect the Apartment at any time and if any illicit or improper conduct or use of the Apartment is suspected, H@WC (or any person appointed or nominated by H@WC for such purpose) may inspect the Apartment.
Nothing herein contained shall prejudice any other rights that H@WC may have, whether in accordance with these Terms and Conditions or at law.

Acknowledgement and Disclaimer

The Responsible Guest unconditionally, -
1. Acknowledges that his/her and any Confirmed Additional Guests and/or Visitors, entry onto the Estate and his//her/its access to and/or use of the Estate’s amenities, the Apartment and the appliances and other items located therein is entirely at his/her/its own risk. The Responsible Guest warrants that it will convey and ensure the Confirmed Additional Guests and/or Visitors are aware of and comply with the provisions of these Terms and Conditions generally and this section specifically;
2. Acknowledge that none of H@WC, the relevant Residents Association, the owner of the land on which the Estate is situated and the holder of the leasehold title in and to the Apartment, including their respective agents, employees, contractors, directors, committee members and shareholders (hereinafter collectively referred to as the “Indemnified Parties”) shall be liable for any injury, loss or damage (including, without limitation, the loss of life and/or loss of, or damage to, property) of any nature whatsoever suffered by any and all Guests, their visitors and/or any other third parties, howsoever arising; and
3. Hold the Indemnified Parties harmless against all claims of any nature whatsoever instituted against any or all of the Indemnified Parties for whatever cause.
Without derogating from the generality of the foregoing neither the Responsible Guest nor the Confirmed Additional Guests and/or their respective visitors shall have any claim of any nature whatsoever pursuant to, or in connection with, an interruption to any municipal services, i.e. water, gas and electricity or other amenities. Accordingly, neither the Responsible Guest nor the Confirmed Additional Guests and/or their visitors shall be given any refunds or other compensation of any nature whatsoever.
By making booking and subsequent payment, the Responsible Guest and the Confirmed Additional Guests accept all the above Terms and Conditions.