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Booking
Booking & Reservation Policy
Reservations
Bookings require confirmation via email or phone. Provide full names for all guests, arrival and departure dates, room type, meal plan selection. Confirmation issued within 24 hours of inquiry, subject to availability.
Reserve directly through our contact channels. Third-party bookings subject to their terms, not ours.
Payment Terms
Deposit: 40% of total booking value due within 48 hours of confirmation to secure reservation. Remaining balance due 30 days before arrival. Bookings made within 30 days of arrival require full payment immediately.
Accepted methods: Bank transfer (SWIFT available), mobile money (M-Pesa, Airtel Money, Tigo Pesa), major credit cards (Visa, Mastercard). Payment details provided with booking confirmation.
Bank transfer refunds subject to 3% processing fee deduction. Credit card payments processed in USD.
Cancellation Policy
Cancel 30+ days before arrival: Full refund minus 3% bank processing fee.
Cancel 15-29 days before arrival: 50% refund.
Cancel 7-14 days before arrival: 25% refund.
Cancel less than 7 days before arrival: No refund.
No-show: Full charge applied, no refund.
Notify cancellations in writing via email. Verbal cancellations not accepted.
Modification Policy
Date changes subject to availability. Request modifications minimum 14 days before original arrival date. One-time date change permitted within 12 months of original booking. Additional changes treated as new bookings.
Shortened stays apply cancellation policy to unused nights. Extended stays subject to availability and rate changes. Room type changes subject to price difference and availability.
Administrative fee of $50 applies to all modifications.
Check-In & Check-Out
Check-in: 2:00 PM Check-out: 11:00 AM
Early check-in and late check-out subject to availability, additional charges may apply. Contact property in advance to arrange.
Present valid identification (passport or national ID) at check-in. Credit card or cash deposit required for incidentals.
Guest Requirements
Valid identification mandatory for all guests. Minors accompanied by parent or legal guardian with documented authorization if traveling with non-parents.
Maximum occupancy per room as stated. Additional guests not permitted without prior arrangement and payment.
Force Majeure
In cases of natural disaster, political instability, epidemic, or other circumstances beyond our control affecting guest safety or property operations, Zondela reserves the right to cancel bookings with full refund of amounts paid.
Government-imposed travel restrictions preventing arrival: Full refund or date transfer within 12 months, guest’s choice.
Property Policies
Quiet hours: 10:00 PM – 7:00 AM. Respect other guests.
Smoking: Designated outdoor areas only. No smoking in rooms or enclosed spaces.
Pets: Not permitted on property.
Damage: Guests liable for damage to property or furnishings. Charges applied to deposit or billed separately.
Meal Plans
Meal plan selection required at booking. Changes to meal plan subject to 48-hour advance notice and availability. Meal times posted at reception and in rooms.
Special dietary requirements: Notify at booking or minimum 48 hours before arrival.
Unused meals non-refundable, non-transferable.
Contact & Liability
Contact property directly for booking inquiries, modifications, or special requests. Response within 24 hours during business hours.
Zondela not liable for: flight delays, lost luggage, personal belongings, injuries from activities outside property, force majeure events, or third-party service failures.
Travel insurance strongly recommended.
Data Protection
Personal information collected for reservation purposes only. Data not shared with third parties except as required for booking completion (payment processors, government authorities when legally required).
Agreement
Booking constitutes acceptance of these terms. Policies subject to change without notice, but confirmed bookings honored under original terms.
Questions regarding these policies: Contact us before booking.
Where Sophistication Meets Soulful Serenity
More than a destination — Zondela is a feeling. From the moment you arrive, you’re immersed in a world where every detail is intentional, every moment curated. The Zondela Experience invites you to slow down, breathe deeply, and indulge in a lifestyle of refined elegance, authentic hospitality, and timeless calm.