Online booking terms
Set out below are details of our standard booking procedure and the terms and conditions upon which Cape Portfolios’ properties are made available for use. One member of your party will be required to sign a Registration Form acknowledging and agreeing to these Terms and Conditions either before or on arrival. Some of our properties also have their own specific “house rules” or regulations set by the relevant property owner or housing association which you will be provided separately. Do of course let us know prior to booking if you have any questions or need help understanding any of these provisions.
Our Booking Procedure
1. Making a booking
A deposit payment of 50% of the total property rental cost is generally required unless otherwise advised. No contract exists between us until we have received this amount as well as your signed and completed Booking Form and we have subsequently confirmed your booking in writing. The remaining balance must be paid no later than nine weeks before arrival, again unless otherwise advised. If the balance has not been paid by the required date we are entitled to cancel your booking and retain the full deposit.
2. Services included
Unless otherwise advised, your booking cost generally includes utilities charges, cleaning service as stipulated, pool cleaning and garden services, access to telephone, satellite TV and internet services. Additional services such as extra housekeeping, airport transfers or private catering should be requested as soon as possible and in any event no later than 7 days prior to arrival.
3. Security Deposit
You will be notified of the separate "security deposit" amount that will be required in addition to the rental payment. This can be provided either by giving us authority to charge the required security deposit on your credit card or by transferring us an additional amount together with your rental payment. The security deposit will be held against the cost of any damages or breakages to the rental property or its contents, any telephone charges and any other charges for additional services provided or charges which Cape Portfolios are entitled to deduct such as the cost of replacing lost keys. Upon completion of our post-departure property check, the outcome of which will be deemed to be conclusive, you will be notified of any charges to be deducted from the security deposit within 14 days of the end of the rental period, after which the balance shall be released. A 5% admin fee will be charged on any damages or breakages.
4. Alterations and Cancellation by you
If you wish to alter your dates or to cancel your booking you must immediately notify us by telephone and confirmatory email. Your cancellation will be effective from the date of its receipt by us. On cancellation nine weeks or more before the rental the full deposit payment will be forfeited; on cancellation nine to four weeks before the rental 50% of the total property rental cost will be forfeited; and four weeks or less before the rental 100% of the total property rental cost will be forfeited. If you wish to vary or extend the dates of a confirmed booking at any stage you must notify us in writing and we will assist wherever possible, this may attract an additional administration booking charge of ZAR300 at our discretion.
5. Property Descriptions
Cape Portfolios takes all reasonable precautions to ensure that the descriptions of properties and services on our web site or otherwise provided to you are accurate. However errors do occasionally occur and we reserve the right to alter descriptions where necessary.
6. Alterations and cancellation by us
In the unlikely event that Cape Portfolios needs to make changes to your arrangements once these have been confirmed we will let you know as soon as possible. If, for any reason beyond our control, we are unable to provide you with the property you have booked, or if we recommend that your accommodation be changed in the light of local construction work causing unreasonable disturbance, we reserve the right to transfer you to a similar property. If this is not possible or you do not wish to be transferred, we will cancel the booking and refund the amount paid to us for the property, but we will not be liable for any cancellation charges for travel arrangements or any further claims by you or anyone else in your party.
You are strongly advised to arrange adequate and fully comprehensive travel insurance including cancellation cover and cover for theft of personal items.
Property Terms & Conditions
1. Arrival and Departure times
Unless otherwise advised, check in time is at 2pm on the day of arrival and check out time at 10am on the day of departure. Requests for an early check-in (before 2pm) or late departure (after 10am) are always subject to availability and in order to guarantee this an additional charge of 50% of one night’s rental cost for the property will be payable in advance. You will be provided with directions and instructions for check-in and departure procedure separately. For arrivals after 7pm or before 7am an additional after hours check –in fee of ZAR300 may be required.
2. Cleaning service, linen and other services
The cleaning service does not extend to personal laundry but local laundry services are available. Linen and towels are provided at the property and linen is generally changed at least twice weekly. Unless advised, the rental cost also includes (where relevant) electricity, gas, water, Council rates and levies, satellite TV subscription, pool cleaning and garden services.
Most of Cape Portfolios’ properties have child safety issues and concerns for guests with younger children, such as balconies, split level terraces with steep drops and unfenced pools. Guests staying with children do so at their own risk and are urged to take all due care and attention during their stay.
4. Swimming pools
Where properties feature a swimming pool, these are to be used entirely at your own risk and unless otherwise advised these are not supervised in any way or equipped with child safety nets or fences. Pools are also not heated (unless advised) so are only suitable for use in summer. Pools are generally serviced twice weekly.
5. Telephone and Internet service
Most of our properties have both telephone and internet access for guests’ use, but please ask before booking if this is important to you. All phone calls you make will be charged and in most properties can be paid for either on departure or will be notified to you within 10 days. Internet service is sometimes charged separately (guests will be notified where this is the case) and is generally capped to 1GB.
6. Use of Property
Unless otherwise agreed prior to booking, the property may only be used as private rental accommodation and not for any photographic or film location work or as a venue for any function, wedding, party or event involving anyone other than those guests entitled to sleep at the property notified to Cape Portfolios on booking. Where Cape Portfolios becomes aware of any unauthorised use of the property it shall be entitled to require such usage to cease immediately or terminate the rental and require guest to leave. In these circumstances Cape Portfolios may also be entitled to charge an additional fee for the unauthorised event such fee to be calculated reasonably at its discretion depending on the nature of the event and to be recovered if necessary from the security deposit.
7. Maximum number of guests; pets and no smoking policy
The names of all the occupants must be provided at the time of booking and no other person may occupy the properties at any time without Cape Portfolios’ permission nor shall the number of guests staying at the property exceed the maximum number of guest stipulated by Cape Portfolios. Guests may be required to vacate the property if this rule is not complied with. Guests should only sleep on the beds provided though where applicable sofa beds may be used for children under 16 by prior arrangement. No pets are permitted unless agreed in advance and all Cape Portfolios’ properties operate a strict non-smoking policy inside the premises. Additional cleaning charges may be levied if this policy is not adhered to.
The person who signs the property registration form is responsible for the behaviour of everyone using the rental property. If anyone in your party or any guest or invitee behaves in an unacceptable manner by civilised standards the entire party may be required to vacate the property without notice. Kindly note it is not considered acceptable behaviour for these purposes to make excessive noise. Playing music loudly especially after 11pm at night will not be tolerated.
It is each guest’s responsibility (a) to pay for any losses or damages to the property, however caused (reasonable wear and tear excluded) (b) to take good care of the property and leave it in a clean and tidy condition at the end of the rental period (c) to permit the property owner and Cape Portfolios reasonable access to the property (d) not to part with possession of the property, or share it, other than with members of the party named on the Booking Form and (e) not to cause an annoyance or become a nuisance to occupants of adjoining premises.
10. Complaints and problems during your stay
In the unlikely event that you have any complaints during your stay or there are any maintenance issues to be attended to, please let us know as soon as possible so that the fault can be remedied. Cape Portfolios and the property owners are not responsible for issues out of our control such as the failure of the water supply, gas, electricity, telephone or internet services, pool filtration or heating systems or any appliances although we will use our best endeavours to resolve any problems as soon as possible once notified of them. We must stress the importance of bringing complaints or problems to the attention of Cape Portfolios as soon as possible during your stay as we cannot be expected to help if you only notify us following your return. In the event that you vacate the property without authorisation during the rental period, you will lose any rights you might otherwise have had to compensation.
11. Emergency Call-outs
You will be given an emergency after hours mobile phone number staffed by a Cape Portfolios’ representative to assist with any urgent maintenance work or other emergency issues while our offices are closed. We will use our best endeavours to assist with resolving issues of an urgent nature but it will not always be possible to resolve issues outside regular working hours at weekends and on public holidays. In the event that you have a client generated emergency requiring after hours assistance of Cape Portfolios, for example losing the keys, locking yourselves out of the property, or if you require assistance with your personal computer settings you may be required to pay an emergency call-out charge of ZAR300.
12. Breach of Terms and Conditions
If any of these Terms and Conditions are materially breached by any of the guests or invitees, Cape Portfolios reserves the right to re-enter the property and terminate the rental without prejudice to the other rights and remedies of Cape Portfolios and/or the property owner.
Cape Portfolios and our property owners will not accept liability for any act, neglect or default for any accident, damage, loss, injury, expense or inconvenience, whether to person or property, which any of the guests or their invitees may suffer or incur arising out of, or in any way connected with, the property rental.
14. Authority to sign
The person who completes the registration form also certifies that (a) he or she is authorised to agree to these Terms and Conditions on behalf of all persons staying at the property (b) the signatory is over eighteen years of age and a member of the party intending to occupy the property and (c) he or she takes responsibility for any persons occupying the property during the booking period.
15. Governing law and jurisdiction
The validity, construction and performance of these Terms and Conditions are governed by South African law. It is agreed between Cape Portfolios and the persons staying at the property that any dispute shall be subject to the exclusive jurisdiction of the South African Courts.