Terms and conditions
Update 9 June 2022
The following terms and conditions govern your use of our website and services. By using our website and reserving services with us, you agree to abide by each of the terms and conditions set out below. Please note that we may update the terms and conditions at any time, at our discretion, so we recommend that you revisit this page periodically.
We value our guests’ safety and have taken care to facilitate an enjoyable, luxury experience at Hilltop.
Please note that we do not allow pets.
Guests will remain responsible for the safekeeping of their personal belongings at all times.
Hilltop provides an in-room safe in every suite for guests to store their valuable belongings upon arrival safely. We do not accept responsibility for theft of, or damages to, any personal property.
It is of utmost importance that children under the age of 10 are accompanied by their adult caretaker at all times. At this point, we do not provide child caretaking services.
Resident guests may use our unfenced, outdoor swimming pool, if available, at their own risk. We may limit the times that the pool is available to guests at our discretion. We may also restrict or prohibit guests’ access to parts of our premises to adhere to South African legislation, for safety reasons or to allow us to render our services efficiently.
Reservations and rates
To maintain the safety of our guests and the high quality of our services, we do not allow walk-in guests on our premises. Guests can reserve our services online via an authorised online reservation channel. Guests may confirm if a booking platform may reserve our services by contacting us via our website’s chat function, telephone or email. Our contact details are listed at the bottom of our website or available on our contact us page: https://hilltophotel.co.za/contact.
Guests do not need to provide proof of vaccination upon reservation or arrival unless it is required by South African law.
Documents required upon arrival
In our attempt to reduce payment card-related fraud, guests are required to present the following upon arrival:
- The credit card that was used to pay for the online reservation.
- A copy of the cardholder’s ID/passport.
Please note that we can only confirm reservations upon receiving 100% of the booking total.
Although we take utmost care to accommodate guests, we cannot change reservations on the same day of arrival. If guests wish to update their reservations, they can do so before their arrival date and make the balance payment upon arrival.
The following cancellation fees will apply should guests wish to cancel their reservations:
- If cancelling 7-days before arrival: 100% of the booking total
- If cancelling 14-days before arrival: 100% of the deposit
- If cancelling 21-days before arrival: 50% of the deposit
- If cancelling 30-days before arrival: 25% of the deposit
Please refer to the refund policy of the online reservation channel you used to make the reservation with us for refund timeframes.
We treat our guests’ personal information like our environment: with the utmost respect.
When you use our website, we may collect information like the type of device you use, and use it alongside website cookies. We do this to tailor your experience on the website, similar to how we personalise your experience at Hilltop.
When you reserve services with us online, we also collect information from you to process your reservation, such as your name, contact details, and unique booking reference number.
In adherence to South African legislation, guests may contact our Information Officer if they have queries about how we process personal information.
Hilltop Boutique Hotel (Pty) Ltd.
Information Officer: XXX
Street Address: XXX
Postal Address: XXX
Telephone: +27 44 889 0142
Download the PAIA document (PDF) >