FREQUENTLY ASKED QUESTIONS

Dear guest,

We welcome you to your home for the next few days and trust you have an enjoyable stay with us. Please take note the building management and Trustees have a strict policy of Code of Conduct to be adhered to by all
guests and their visitors.

All noise levels are to be kept to an absolute minimum between 10 pm and 7 am the security and Beach House reserve the right to ask guests to leave with immediate effect without a refund on their booking if the hours are not followed. Should a fine be issued the guests will be responsible for the costs involved.

Payment is required prior to the guest vacating.

No parties or loud music, although we encourage guests to have a good time there always needs to be a limit to noise to respect the neighbours and their families. Should guests not respect the neighbours once again Beach House and building management reserves the right to ask the guests to leave with immediate effect with no compensation or refund.

Contents of the apartment, all contents are expected to be returned in the condition they are found, if an item has been damaged or broken then this will be a cost to the guest to replace the items damaged or missing.

Communal areas, these are shared with the residents and always expected to be respected and treated as your own. Please keep the noise levels to a minimum.

Linen and towels, these items are extremely expensive so please do not wipe makeup off on the towels or linen along with any foreign or unnecessary liquids. If the stains can not be removed please note a bill will be sent and paid within 24 hours, failing to pay will result in a 2% daily fee for late-payments and following this a letter of authority will be sent and the relevant procedures followed.

Under no circumstance may laundry be hung on the exterior or balcony, even on a clothes horse on the exterior as per building regulations. Not our rules but building management.

Please do not make use of the bath, we understand on holiday a nice bath is great but due Cape Towns serious water restrictions please only make use of the shower once a day per person, with maximum 2-minute showers per person.

We thank you for your support and understanding in helping us maintain a smooth and happy environment for all.

If you have any questions, please feel free to contact Beach House Property management 24 hours a day on the below details:

+27 84 243 6477 / + 27 63 480 3948 or info@bhpropco.com

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How long does the booking process take?

Here at Beach House, we like to think we are the most efficient company around 😊 However this would depend on the season and the number of enquiries we are currently dealing with. Our booking process normally would take anything from 1 hour to 24 hours from the initial enquiry coming through to us and to the point of confirmation.

What methods of payment accepted?

As the world continues to change so do the payment methods, we do our best to accommodate as many travellers as possible but sometimes this is not always possible and therefore stick to most popular as requested over the years, these include your standard online payment whereby we provide you with the invoice and you make the payment in your own time, PayPal and should your reservation be within 7 days of arrival we do also have a credit card facility. Please keep in mind should you wish to use our credit card facility there are bank charges of between 3.45% and 3.85% of your total bill. We do require payment in advance and cleared in our accounts prior to arrival so please keep in mind international transfers. International transfers are for the guests account.

Does the property have secure parking?

All our properties have off-street secure parking. Some of the properties do have underground paring whereby the access is through a security-controlled access point but some may be in a controlled parking area with CCTV or even security patrolling the area. All our properties have extremely secure parking bays.

Does the property have a sea view?

We all love a sea view and yes we have plenty of properties that have sea views but not all of them. If in the description of the property that has caught your eye does not state it has a sea view or any pictures clearly showing a sea view from the property then it is likely the property does not have a sea view. On the plus side we can confidently say that not one of our properties is more than 5 minutes’ walk from the beach. If you are unsure then please please please call us and we will ensure you get what you want 😊.

Booking Questions

 

Can I make changes to my reservation?

Absolutely, a member of staff is always just a phone call away and we are happy to accommodate changes to guests reservation but please keep in mind that should your dates coincide with another booking then this may not be possible and would be based on a first to secure the date. The first to secure the date would be the guest who has made their deposit payment (amount indicated on booking). Saying this, it is fairly rare unless it is a month or more booking or peak season that bookings would overlap and so would be no problem and then the final option I this wasn’t possible we have extremely similar properties in the nearby buildings if not in the same building and therefore could offer a very similar alternative.

How do I cancel a reservation?

We all know plans and circumstances are always changing and guests are welcome to cancel their booking and so contact one of our helpful staff to guide you through the cancellation process. Please keep in mind that we do have a cancellation policy whereby should guests cancel their booking between 60 days and 30 days of their arrival they forfeit 50% of their deposit and should a guest cancel within 30 days of arrival they would then forfeit 100% of their deposit. If a guest cancels 60 days or more before arrival, then they would receive their full deposit minus an R 500 handling and administration fee.

Where do guests collect the keys for the property?

Once a booking a finalised a senior member of our team will be in touch with you. From here an introductory discussion will be had to guide you in the process of the proceedings. A staff member will be waiting at the property for you when you arrive whether this is 14:00 PM or 23:00 PM. They will then give you a full information guide into the building, surroundings, any information you may need to know and in all properties, we also have a very helpful information booklet with all internet details, local attractions, emergency contact numbers, and guides to some of Cape Towns biggest attractions.

When am I charged for my reservation?

Once you have found the perfect holiday spot where you would like to spend the day experiencing all that Cape Town has to offer our bookings staff members receive a notification. We then will then at our earliest possible time contact you to finalise the arrangements. Once the booking has been finalised then you will be required to pay a 50% deposit to secure the property. The remainder of the 50% is required 30 days before arrival.

What happens if we have an issue with our property?

Unfortunately, issues can arise but we do everything we can to avoid any mishaps. There is a very detailed booklet in each of the properties stating anything from passwords, emergency numbers, 24-hour customer service line and s between these the problem should be resolved within minutes and if not at the earliest possible time 😊.

Help on your reservations

 

What happens if the host cancels the reservation?

This is very unlikely but under the rare circumstance, this may occur the guest will be refunded in full and a full explanation as to why.

Can I check in to the property earlier than the 14:00 PM check in time?

Absolutely no problem, however, should there be a guest vacating the property the morning of your arrival we would, unfortunately, need to stick to the 14:00 PM check-in time to ensure the property is spotless, sanitised, and in mint condition ready for your dream trip.

Can I check out of the property later than the 10am check in time?

Unfortunately, this is fairly strict for us to ensure we have the property ready for new guests who may be arriving that day or that we may need to be carried out some work on the property ad therefore kindly ask guests to stick to this time. We do however if given advanced notice always try our best to accommodate guests and their requirements so upon booking the property perhaps ask the question as to whether this is possible and we will go out of our way to help. After all, if you don’t ask you will never know 😊.

Can I check in after 18:00 PM or check out before 07:00 AM?

You are most welcome to check in to the property after 18:00 PM, we do however request a small fee to accommodate our lovely after-hours staff who will be waiting for you with a smile on their face no matter what the time.

 

The check-in fee is as follows should you want to arrive after 18:00 PM:

 

18:00 PM – 20:00 PM                              R 150.00

20:00 PM – 22:00 PM                              R 250.00

22:00 PM – Arrival                                  R 350.00

 

The same would be for check out and we do know that it sounds crazy to have to pay for an early check out fee but please keep in mind our lovely staff are also human and all of us work 7 days a week and so our beauty sleep is what keeps us on the ball so anything outside the normal 07:00 AM- 10:00 AM would have an additional fee.

 

The before hours check out fee is as follows should you want to check out before 07:00 AM:

 

24:00 PM – 05:00 AM                              R 350.00

05:00 AM – 07:00 AM                              R 250.00

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