Updated 13 December 2021
To all our valued clients, affiliated agents, suppliers and home owners
We trust this finds you and your loved ones safe, healthy & calm amid the COVID-19 crisis. The safety and wellbeing of our travellers and in-house guests as well as our staff and all suppliers, agents and home owners is of utmost importance to us.
We fully understand the severe impact that this pandemic is having on individuals, businesses and the global economy #WeAreInThisTogether. That being said, our doors are open and Hello Garden Route is still operating and assisting our local and international travellers in booking their holidays and Garden Route getaway accommodations, for essential workers/travelers, business travellers as well as FIT.
We are offering up to 75% discount for weekly to monthly rentals at our managed properties. #selfisolate #gardenroutegetaway Read more about it here: Lockdown Accommodation Specials
We are also accepting December Holiday Accommodation bookings!
We truly appreciate the severity of this situation and fully understand concerns regarding travelling for leisure at this time. We are closely monitoring the situation and keeping abreast of the news.
We are hopeful that everything will be back to normal very soon and therefore encourage you to postpone your travel arrangements rather than cancelling them #SupportYourStay.
We are accepting bookings subject to our standard cancellation terms & conditions but due to the current state of the Covid-19 pandemic, governed by the Disaster Management Act 52 of 2002, we have implemented the following temporary (subject to Covid-19 pandemic) amended policies, procedures, terms & conditions:
1) Upon receiving a booking request, the country of residence of the client who is booking as well as that of every party to the booking needs to be specified in writing. The accommodation owners/suppliers have the right to either accept or decline a booking based on this, bearing in mind the risk of cancellation due to COVID-19 where the country of residence versus South African law may differ.
2) If international clients need to cancel their booking due to COVID-19, we would handle these cancellations on a per case basis. Valid proof of country of residence, copy of ID/passport, cancelled airline tickets and the respective country’s law, among other, will need to be provided.
3) Should the Covid-19 cancellation policy apply, the booking amendment will apply to the same property and only one amendment to travel dates may be made. Should the season change to a higher season rate, the new rate will be applied and charged accordingly. Amendments may only be made once on any booking and must be in writing via email, and may be made up to 30 days prior to travel. Accommodation would be subject to availability upon booking.
4) Hello Garden Route’s Covid-19 Cancellation Policy:
4.1) If the cancellation is due to South African government imposing travel/movement of persons restrictions within South Africa’s provincial borders and/or from any other country into South Africa, and this prohibits the client who made the booking from travelling, Hello Garden Route will issue the client with a credit voucher to the value of the booking made less R 500 administration fee. The credit voucher applies to the same property booked and will be valid for a period of 12 months up to and inclusive of the last date of the original booking (excluding Peak Season which is 10 December – 10 January);
4.2) If South African borders (provisional and/or international) are open i.e. no travel/movement of persons restriction implemented by the South African government, but the country of residence of the client who has booked has closed its borders, Hello Garden Route will issue the client with a credit voucher to the value of the booking less R 500 administration fee. The credit voucher applies to the same property booked and will be valid for a period of 12 months up to and inclusive of the last date of the original booking (excluding Peak Season which is 10 December – 10 January);
4.3) If the cancellation is due to Covid-19 based on the fact that the client who made the booking and/or a party to the booking tested positive for Covid-19, proof of the positive test needs to be provided for the client and/or the party to the booking. The 14 day isolation period need to coincide with the booking dates. Medical proof must be submitted in writing. Hello Garden Route will issue a credit voucher to the value of the booking less R 500 administration fee. The credit voucher applies to the same property booked and will be valid for a period of 6 months up to and inclusive of the last date of the original booking. Should a client have booked for a travel party/group of more than 2 adults, and the other travellers are healthy and able to travel, Hello Garden Route reserves the rights to handle such cancellation on a per case basis;
4.4) If the cancellation is due to quarantine requirements prior to and/or after arrival (client cancels due to the client who has booked and/or a party to the booking having to quarantine either on arrival in South Africa and/or country of residence), Hello Garden Route’s standard terms and conditions and cancellation policy applies;
4.5) If the cancellation is due to the World Health Organization (WHO) issuing an advisory against travelling to and/or within South Africa, or cancellation is within 30 days prior to arrival date of travel booked, Hello Garden Route’s standard terms and conditions and cancellation policy applies. The client who has booked and/or a party to the booking should claim a refund from their travel insurance;
4.6) Should point 4.1 and/or 4.2 apply to not the person who made the booking but rather a party to the booking, the risk lies on the person who made the booking of such possible travel restrictions that may be imposed, upon booking. Hello Garden Route’s standard terms and conditions and cancellation policy applies. The client who has booked and/or a party to the booking should claim a refund from their travel insurance;
5) Cancellations of bookings made with Hello Garden Route for reasons not related to Covid-19 travel restrictions, Hello Garden Route’s standard terms and conditions and cancellation policy applies.
Hello Garden Route (Pty) Ltd. reserves its rights to alter these terms & conditions.
Hello Garden Route (Pty) Ltd. recommends and insist that all travellers take out comprehensive travel insurance.
With regards to our management properties, we have implemented even stricter hygiene measures and implemented correct cleaning protocol, as guided by TBCSA and WHO. We have educated our cleaning staff on the severity of these times and precautions to implement, both at work and at home. Furthermore, our staff have been trained on the COVID-19 preventative housekeeping and we fog the entire property after every clean as an extra preventative measure. In addition, each property has a complimentary hand sanitizer for guests use but we do urge guests to bring their own supplies, in addition.
Contact Hello Garden Route, Your Friendly Experts in Garden Route Getaways, to book your dream Garden Route Accommodation.