Plan your stay · Policies
Booking policies
Everything below applies to bookings made directly with us, through the booking pages, WhatsApp or email, unless a named package says otherwise. Booked through another platform or an agent? Follow the terms on your confirmation instead.
A few essentials before you choose your booking terms:
Trips and extras are not paid in advance. They go on your bill and you settle it at check-out. A trip that does not run is not charged.
Infants stay free. Nobody aged 0 to 2 pays for the room, the cot, the airport boat transfer or Green Tax.
Direct Flexible bookings on normal dates have no cancellation charge when cancelled 61 or more days before arrival. Advance Purchase bookings are non-refundable.
Direct Flexible bookings
For normal dates, cancellation charges are based on your confirmed accommodation value.
| Cancellation before arrival | Charge |
|---|---|
| 61 or more days | No charge |
| 31 to 60 days | 20% |
| 15 to 30 days | 50% |
| 14 days or less | 100% |
For bookings made at least 61 days ahead, a 20% deposit is due at confirmation and remains refundable during the free-cancellation period. The total paid must reach 50% by 30 days before arrival and 100% by 14 days. If you book inside a payment deadline, the amount due at that point is payable when you confirm.
Advance Purchase bookings
Payment is made in full at confirmation and is non-refundable. Date changes are not automatically included, although management may consider exceptional requests.
Stays from 15 December to 10 January
| Cancellation before arrival | Charge |
|---|---|
| 61 or more days | No charge |
| 46 to 60 days | 30% |
| 45 days or less | 100% |
A 30% deposit is due at confirmation, with the full balance due 45 days before arrival. Bookings made within 45 days are paid in full at confirmation.
Changes, no-shows and refunds
Changes depend on availability. New dates use the applicable rate; you pay any increase. Shortening a stay counts as cancelling the removed nights. Changing a booking does not restart free cancellation or remove charges already due.
If you do not arrive, the accommodation is charged in full. If you leave early, the unused confirmed accommodation nights are charged in full.
If a payment fails, we send a reminder and normally allow about 48 hours to resolve it. An unpaid booking may then be cancelled, with any cancellation charges still due.
Refunds go to the original payment method where practical. No automatic refund deduction applies. Only genuine, non-recoverable transaction costs may be deducted where legally permitted and clearly disclosed.
For serious documented circumstances, such as a medical emergency, bereavement, government restriction, natural disaster or complete transport disruption, management may consider a change, credit, waiver or refund. These are considered case by case.
Payment methods and charges
We accept USD and EUR cash and all major credit cards. A 3.5% processing fee applies to payments at our card terminal. Payments through our online payment link do not carry this fee.
Quoted prices include applicable service charge and taxes.
Check-in and children
Check-in is from 14:00 and check-out by 12:00 at both properties.
Infants aged 0 to 2 stay free, with a free cot if needed, free airport boat transfers and no Green Tax. Taxes apply from age 3. Children aged 3 to 10 pay half price for food, drinks, spa treatments a therapist recommends, and trips or excursion packages suited to them. Stay packages keep their fixed price. Adult pricing begins at 11.
An extra bed costs USD 15 per night for a child or USD 25 for an adult, in rooms that accept one. Room pages explain occupancy and extra-bed options.
Meal plans
Meals at Nala Bistro can be added to your stay. Breakfast is USD 15 per adult, and lunch or dinner is USD 25 per adult, with all taxes included. Lunch and dinner are three-course meals, and you choose your dishes from the set menu. Children aged 3 to 10 pay half the adult price.
Trips, arrival times and ceremonies
Wildlife that does not appear. A trip cancelled before it runs is not charged. A search that goes ahead is charged whether or not the animal turns up.
Early check-in and late check-out. Neither is part of the booking terms. Ask before you book and we will say what is possible on your dates.
Ceremonies. Symbolic weddings run on their own ceremony cancellation terms, not these.
Ask about a term
Contact us if you would like a term explained for your dates.