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]This policy explains what happens when an accommodation or day-visit reservation is cancelled, expires or must be refunded.
For direct accommodation reservations, a minimum payment of R5 secures the date. You may choose to pay a higher deposit or the full balance. Once the required deposit is verified, the date is confirmed and removed from availability for other guests.
Because Alberton Guesthouse turns away other demand after a date is secured, the amount paid as the booking deposit is ordinarily retained as the cancellation charge if the customer cancels. If you choose a custom deposit above R5, that amount is treated as the deposit you chose to secure the date. Any amount ultimately retained will not exceed what applicable law permits.
For overnight bookings of 4 or more guests, the R300 cleaning/damage deposit is held separately from accommodation revenue. After checkout, the property is cleaned and inspected. If no chargeable damage or excessive cleaning is found, the refundable deposit is returned by direct bank transfer. If an amount must be retained, Alberton Guesthouse will communicate the reason and the balance due for refund.
The Consumer Protection Act permits a reasonable advance deposit and a reasonable cancellation charge. Reasonableness can depend on the nature of the booking, how much notice is given, the chance of finding another guest and normal industry practice. Where the law requires a lower charge or refund, Alberton Guesthouse will apply the law. A cancellation fee may not be imposed contrary to the Act where the booking cannot be honoured because of the death or hospitalisation of the person for whose benefit the booking was made.
Paying the full accommodation amount does not remove statutory cancellation rights. If a cancellation occurs after full payment, Alberton Guesthouse may retain the amount that lawfully constitutes the cancellation charge and will refund any amount that must be returned under applicable law.
A new online reservation may be held temporarily while payment is arranged. If the required deposit is not verified before the hold expires, the accommodation may become available to another customer. If no payment was made, there is no amount to refund.
If Alberton Guesthouse cannot provide a confirmed reservation and no acceptable alternative is agreed, payments for the affected service will be refunded as required by applicable law.
Day visits remain subject to the cancellation terms displayed for that booking. Booking.com, Airbnb and other external channels may apply their own cancellation and refund rules to reservations made through them.
Contact Alberton Guesthouse as soon as possible with your booking reference, booking name and dates. Email info@albertonguesthouse.co.za or call/WhatsApp 0734653135.
