Echo Mountain Inn  |  Booking Policies 
Effective December 2024

  1. TERMS & CONDITIONS

​

1.1

It is imperative to note that all guests are required to furnish proof of identity prior to check-in. Acceptable forms of identification include a Passport, Driver’s License, or ID Document. These documents will be digitally captured and securely stored for reference purposes.

Guests are also required to accept the terms and conditions as well as booking policies upon check in, acceptance is done via a guest signature.

​

1.2

Check-in time commences from 14:00 until 21:00, while check-out is scheduled by 10:00. In consideration of the safety and comfort of our esteemed in-house guests, we regretfully decline new bookings after 18:00 daily and on Sundays, as well as check-ins after 21:00. Requests for early arrivals or departures are subject to availability and may incur additional charges.

​

1.3

To secure a reservation, successfully charged credit card or proof of payment (POP) are mandatory. Echo Mountain Inn reserves the right to authenticate POP documents through our banking channels.

​

1.4

Upon request, we will provide a Pro-Forma document for the reservation. The booker will then have 6 business hours (between 8:00 AM and 5:00 PM) to respond with the guest's full name, surname, and contact number.

Once this information is provided, we will hold the room for a maximum of 12 additional hours. If no payment is received within this period, the reservation will automatically be cancelled and removed from our booking system.

Echo Mountain Inn assumes no responsibility for bookings that are removed due to late payment or lack of confirmation. If payment or confirmation is received after the deadline, we will make every effort to assist, subject to room availability.

1.4.1

If the originally booked room type is unavailable, we will offer an alternative room type. The booker will be responsible for any price difference.

1.4.2

If the alternative room is less expensive, the difference will be held as a late booking or cancellation fee.

1.4.3

If we are fully booked, the booker will forfeit the total cost of the first night of the reservation, along with a R250 administrative fee.

1.4.4

Unless alternative arrangements are agreed upon in writing and acknowledged by Management in writing.

​

​

1.5

Should guests check out after 11:00 without prior written approval from the front desk or bookings team, a fee equivalent to a day-use rate will be applied.

​

1.6

If the number of occupants exceeds the stipulated quota upon arrival, additional accommodation may be arranged at a rate of R200 per person per night (sharing), subject to availability. However, Echo Mountain Inn reserves the right to cancel the booking and retain the full cancellation fee in such cases.

For fire and safety reasons, visitors are strictly prohibited in guest rooms and reserved guest areas. Should a guest be found hosting visitors in these spaces, they will be charged a R200 fee per visitor and a R500 fine. Management reserves the right to evict guests for violating this policy.

We thank you for your cooperation in ensuring a safe and enjoyable stay for all.

​​​

1.7

Hosting parties or events on the premises is strictly prohibited. Additionally, the use of radio/music portable or car sound systems is not permitted within any area of our establishment, including guest rooms. Any disregard for this policy, particularly excessive noise disturbance, may result in a request to vacate the premises.

​

1.8

Smoking inside the rooms is strictly forbidden. Designated smoking areas include the courtyard, patio tables, and boma, while the Bar, Restaurant, and Slots Lounge permit smoking. Should a guest be found smoking inside the room, the guest will be liable for a R1000 fine to cover cleaning costs.

​

1.9

Animals are not permitted on the premises except (with consent of management and the guest informing us 24 hours prior to check in) for medically trained or guide dogs, for which an additional surcharge may apply.

​

1.10

Guests or booking companies will be liable for the replacement cost of any lost and/or damaged property at Echo Mountain Inn, in addition to an administration fee.

​

1.11

Lost access cards/remotes will incur replacement costs, and guests or booking companies will be held accountable for associated expenses. Replacement fees for gate remotes and/or room keys are R250

​

1.12

In line with our unwavering commitment to prioritizing the safety and security of both our esteemed guests and dedicated staff, it is imperative to emphasize that access to guest areas is strictly restricted to registered individuals only.

​

 2. DEPOSIT POLICY

​

2.1

100% payment is required on the day of confirming the booking for all individual and company bookings.

​

2.2

Please ensure the use of the Pro Forma or Tax Invoice Number as a Reference Number when making deposits.

Please refer to point 1.4

​

 3. CANCELLATION POLICY

​

Kindly note that all our rates, including Accommodation Rates, Lunch, Breakfast and Dinner, are non-refundable.

The reservation total will not be refunded under any circumstances, unless otherwise specified.

In case of approved emergency cancellation (Official Hospital Notice will be required) (Doctors notes are not accepted), funds will be transferred to a Wallet at a cost of R250, which must be utilized within 180 days of the cancellation date.

Wallet terms and conditions are available at the bottom of the website page or as per request.

​

3.1

For individual travellers and/or groups:

Cancellations received in writing 30+ days prior to arrival – Receive a full refund (minus a R250 admin fee)

Cancellations received in writing 29 to 22 days prior to arrival – Receive a full refund (minus a R250 admin fee)

Cancellations received in writing 21 to 8 days prior to arrival – Receive a full refund (minus a R250 admin fee)

Cancellations received in writing 7 days prior to arrival - Receive a full refund (minus a R250 admin fee)

Cancellations received in writing 6 days prior to arrival date - 100% cancellation fee will be applicable

No shows - 100% cancellation fee​ 

 

  4. NO-SHOW / EARLY DEPARTURES

​

4.1

Reservations that fail to arrive by 21:00 are subject to a 100% 'no-show' fee based on the booked value for the entire stay.

4.2

Regarding Cancellations During your stay (Early Departure): (With option of full refund):

Should a guest wish to depart prior to the confirmed check out date:

4.2.1

and 4 days or more written notice is given, the guest will receive a full refund of the remaining booking (minus a R250 admin fee).

4.2.2

should 3 days written notice be given, 50% Cancellation fee of the remaining booking will be applied (minus a R250 admin fee)

4.3.3

Should 2 days or less written notice be given, 100% Cancellation fee of the remaining booking will be applied

​

  5. INCORRECT BOOKING DATE (BOOKING ENIGNES)

​

Should a guest make a booking on the incorrect date and request a refund or same day check in:

Example (Not limited to): (Today) is 24 January 2024, and the guest by accidentally booked 24 January 2025;

​

5.1 

If the originally booked room type is unavailable, we will offer an alternative room type. The booker will be responsible for any price difference.

5.1.1

If the alternative room is less expensive, the difference will be held as a late booking or cancellation fee.

5.1.2

If we are fully booked, and we are unable to assist, the booker will receive a refund of the total booking (minus a R250) admin fee, with the following terms that apply:
5.1.2.1

The refund may take up to 365 days to process (depending on the settlement from the booking engine used)

5.1.2.2

For security purposes, the refund will only be generated once the funds reflect in our bank account

​

  6. RATE STRUCTURE

​

Our rates are always quoted and billed on a Per Person basis. 

We do not work with Room Rates.

Should a guest arrive with an additional person, and the current booking does not exceed 2 guests in a room sharing,

the guest will be liable to pay a R200 fee for the additional guest.

​

6.1

Additional fees are charged to cover the following (not limited to):

Our R200 fee for an extra guest is based on several factors to ensure all our guests have a comfortable stay:

6.1.1

Increased Resource Usage: An additional guest increases the use of amenities such as water, electricity, toiletries, and linens, all of which contribute to the overall cost of maintaining the room.

6.1.2

Housekeeping and Maintenance: With more occupants, the room requires extra cleaning and upkeep to maintain our high standards of hygiene and comfort for future guests.

6.1.3

Safety and Compliance: For safety reasons, rooms are designed to accommodate a certain number of guests. Additional guests may require adjustments to ensure compliance with fire and safety regulations.

6.1.4

Guest Comfort: We strive to provide all our guests with a high-quality experience. Accommodating extra guests involves additional effort to maintain this standard.

​

​

7. IN-HOUSE MEAL REFUND SERVICE

​​

At Echo Mountain Inn, we understand that being away from home can inspire cravings for something different or even a desire to skip a meal altogether. To accommodate this, we offer a unique in-house meal refund service for our guests.

​

Should a guest choose to opt-out of their pre-arranged meals, the following cash refunds are available:

• Breakfast / Breakfast Packs: R70 cash refund (inclusive of tax and administrative fees).

• Lunch Packs: R130 cash refund (inclusive of tax and administrative fees).

• Dinner / Dinner Packs: R170 cash refund (inclusive of tax and administrative fees).

​

7.2

Non-Negotiable Refund Amounts

The refund amounts specified above are fixed and non-negotiable.

​

7.3

Additional Charges for Travel Agent Bookings

If a travel agent books meals at rates exceeding our standard charges, an additional R30 administrative and tax fee will be deducted per R100 refund in addition to our tax and admin fee.

​

7.4 

Refunds will be issued on a per-day basis only.

• If the booking spans a Sunday or a day when the Inn is closed and continues beyond, refunds will be processed on the first business day after the closure.

• If the booking ends on a day when the Inn is closed, refunds will be issued on the last business day prior to the closure.

​

7.5

Refunds are issued in cash only, and may only be collected by the guest in-person, at the Bar Cashier,

Valid identification will be required and signature.

​

7.6

Refunds cannot be collected by staff members or any other person besides the guest in-person.

​​

7.7 

Refunds are strictly issued on the day of the guest’s stay. Refunds will not be processed on the following day or any subsequent day. Guests must request and collect their refund on the same day as the applicable meal.

​

8. TECHNOLOGY AND SECURITY POLICY

​

8.1 At Echo Mountain Inn, we prioritize the safety and security of our guests, staff, and property. To ensure a seamless and secure experience, we utilize the following technologies:

• Time Stamping: To accurately log and monitor activities for operational and security purposes.

• CCTV Surveillance: Our premises are monitored by CCTV cameras to ensure the safety of all guests and staff, as well as to protect property.

• Facial Recognition Technology: This is implemented to enhance security measures, streamline guest check-ins, and assist in maintaining a safe environment.

By entering the premises, you agree to the use of these technologies as part of our security and operational measures. These measures are in place to safeguard everyone at Echo Mountain Inn while respecting privacy in accordance with applicable laws.

​

8.2 CCTV Footage Access and Sharing Policy

​

8.2.1 Purpose
The purpose of this policy is to ensure that all CCTV footage captured within the premises is handled in compliance with the Protection of Personal Information Act, No. 4 of 2013 (POPIA), as well as other applicable South African laws. This policy sets out the conditions under which CCTV footage can be accessed, stored, and shared, with particular emphasis on the protection of personal information.

​

8.2.2 Scope
This policy applies to all employees, contractors, service providers, and any other entities or individuals authorized to access or handle CCTV footage. It also applies to any individuals whose personal information may be captured by the CCTV system.

​​

8.2.3. Definition of Personal Information
For the purpose of this policy, "Personal Information" refers to any information that can identify a specific individual, including but not limited to images, videos, or recordings obtained from CCTV cameras that capture identifiable persons.

​

8.2.4. Storage and Retention of CCTV Footage
All CCTV footage is stored securely in accordance with the applicable legal requirements. Footage will be retained only for the duration necessary to fulfill the intended purpose (e.g., security, safety, or investigation purposes) and will be deleted or overwritten in line with the retention schedule. The retention period should not exceed the lawful period specified by internal guidelines or applicable regulations.

​​

8.2.5 Access Control
Access to CCTV footage is restricted to authorized personnel only. Authorized personnel may include designated security staff, management, or other individuals who have a legitimate reason for accessing the footage in the course of their duties.

​

8.2.6 Sharing and Distribution of CCTV Footage
CCTV footage may not be shared, distributed, or disclosed to any third party, including external entities, unless one of the following conditions is met:

• Legal Obligation: If required by law, regulation, or legal process, such as a subpoena or court order.

• Investigation: If requested by law enforcement authorities in relation to an ongoing criminal investigation, and only with proper documentation.

• Court Order: Any sharing or distribution of footage beyond the above circumstances will only occur upon receipt of a valid court order.

​

​8.2.7 Security Measures
All CCTV footage will be stored in a secure manner to prevent unauthorized access, alteration, or disclosure. Security measures include but are not limited to password protection, encryption, and access control systems. The security and confidentiality of footage will be regularly reviewed and updated as necessary.

​​

8.2.8 Violations and Penalties
Any violation of this policy, including unauthorized sharing, distribution, or misuse of CCTV footage, may result in disciplinary action, including termination of employment or contractual relationships. Legal actions may also be pursued in cases of unlawful disclosure or misuse.

​​

​​​8.2.9 Policy Review
This policy will be reviewed annually or whenever significant changes occur in relevant laws, regulations, or business practices. Any changes to this policy will be communicated to all relevant stakeholders.

​​

end.​