Terms & Conditions

1. About Last Word

These Terms & Conditions apply to accommodation and related services booked directly with Last Word Hotels and Lodges through our website, reservations team or other direct booking channels.

Bookings for Last Word Constantia, Last Word Franschhoek, Last Word Long Beach, Last Word Madikwe and Last Word Makanyane are contracted with:

The Last Word Hospitality (Pty) Ltd
Registration number: 2003/027082/07
Registered office: Willow House, Spaanschemat River Road, Constantia, Cape Town, 7806, South Africa

Bookings for Last Word Kitara are contracted with:

The Last Word Kitara (Pty) Ltd
Registration number: 2019/424119/07
Registered office: 30 Bird Street, Central, Port Elizabeth, 6001, South Africa

Reservations for all Last Word properties may be made through:

Last Word Reservations
Email: stay@thelastword.co.za
Telephone: +27 (0)21 794 6561

For the purposes of these Terms, "Last Word", "we", "us" and "our" refer to the applicable contracting company.

2. Reservations

All reservations are subject to availability and are confirmed only once written confirmation has been issued by Last Word.

If you make an enquiry or booking request and do not receive written confirmation, please contact Last Word Reservations, as the booking should not be regarded as confirmed.

Provisional reservations are generally held for seven days.

Provisional reservations made fewer than 30 days before arrival may be held for 48 hours.

Availability cannot be guaranteed until a booking has been confirmed.

The full names of travelling guests may be required before a provisional reservation can be converted to a confirmed booking.

3. Rates

Unless otherwise stated:

• Rates are quoted and payable in South African Rand (ZAR).
• Rates include VAT.
• Rates are subject to availability.
• Inclusions and exclusions vary by property, room type, package and rate plan and will be shown in the applicable quotation or booking confirmation.
• Safari lodge rates may exclude conservation levies, reserve entrance fees, landing fees, transfers and other compulsory or optional charges.
• Rates may change before a booking is confirmed.
• Fully paid confirmed bookings will be honoured at the confirmed rate.
• The rate and inclusions stated in the final booking confirmation apply to the confirmed reservation.

Promotions, packages, exclusive-use bookings and other special offers may have additional or different conditions.

Where specific conditions are stated for a particular offer, those conditions apply in addition to these Terms and take precedence where there is a direct conflict.

4. Deposits and Payment

For direct bookings:

• A 50% deposit is required on confirmation.
• The balance of the booking is payable 30 days before arrival.
• Reservations not paid in full by the required date may be cancelled after notice to the guest.
• Bookings made within 30 days of arrival may require full payment on confirmation.
• Additional charges incurred during the stay are payable at the property before departure.

Different payment or deposit conditions may apply to groups, private villas, packages, promotions, tour operator bookings and other specially negotiated reservations.

Any different conditions will be advised at the time of booking.

5. Cancellations and Amendments

All cancellations and amendments must be made in writing and acknowledged in writing by Last Word Reservations.

Our standard cancellation charges are:

• Within 45 days before arrival: 50% of the total confirmed booking value.
• 30 days or fewer before arrival: 100% of the total confirmed booking value.

These charges apply subject to applicable South African law.

Where the Consumer Protection Act applies, any cancellation charge will not exceed a reasonable charge permitted by law, taking into account the circumstances of the cancellation.

No cancellation charge will be imposed where prohibited by applicable law.

Guests are strongly advised to obtain comprehensive travel insurance covering cancellation, curtailment, medical emergencies, travel disruption and other unforeseen circumstances.

6. No-Shows and Early Departure

In the event of a no-show, the applicable cancellation terms will apply.

Where a guest departs before the confirmed departure date, the balance of the stay as originally booked may remain payable, subject to applicable law.

7. Arrival and Departure

Unless otherwise agreed in writing:

Check-in: from 14:00
Check-out: by 11:00

Early check-in and late check-out are subject to availability and may incur an additional charge.

8. Children and Age Restrictions

Property-specific child and activity policies apply.

Last Word Constantia
Children of all ages are welcome.

Last Word Franschhoek
Children aged 6 years and older are welcome. Where the entire hotel is booked on an exclusive-use basis, children of all ages may be accommodated subject to prior agreement.

Last Word Long Beach
Children aged 6 years and older are welcome. Where the entire hotel is booked on an exclusive-use basis, children of all ages may be accommodated subject to prior agreement.

Last Word Madikwe
Children of all ages are welcome. Children under 6 may not participate in regular game drives, although a shorter Kiddie’s Bumble may be arranged subject to availability.

Last Word Kitara
Guests must generally be aged 12 years or older. Guests under the age of 16 may not participate in guided walks.

Last Word Makanyane
Guests must generally be aged 12 years or older.

Specific packages and exclusive-use arrangements may permit different age requirements.

The conditions stated in the relevant quotation or booking confirmation will apply.

Detailed accommodation arrangements and child rates will be confirmed at the time of booking.

9. Safari, Wilderness and Other Activities

Important notice: certain activities offered at or arranged by Last Word involve inherent risks.

Safari lodges and wilderness properties are situated in natural environments where guests may encounter wild and potentially dangerous animals, insects, reptiles, uneven terrain, water, adverse weather conditions, vehicles and other natural or environmental hazards.

Activities such as game drives, guided walks, wilderness excursions, water-based activities, hiking, transfers and other excursions may also involve inherent risks.

Guests must comply with all safety instructions given by Last Word staff, guides, reserve personnel and activity providers.

Participation in certain activities may be subject to age, health, weather, seasonal or other safety restrictions.

Guests should disclose any medical condition, disability, allergy, medication or other circumstance that could reasonably affect their ability to participate safely in an activity.

10. Indemnities and Acknowledgement of Risk

Guests will be required to read and sign the applicable indemnity or acknowledgement of risk at the relevant Last Word property.

Different indemnities apply to:

• Last Word Constantia, Last Word Franschhoek and Last Word Long Beach
• Last Word Madikwe
• Last Word Kitara
• Last Word Makanyane

Copies of the applicable indemnity documents should be made available to guests before arrival so that they may familiarise themselves with the relevant conditions.

Nothing in these Terms, any indemnity or any other Last Word document is intended to exclude or limit any liability that may not lawfully be excluded or limited.

11. Personal Belongings and Guest Responsibility

Guests are responsible for taking reasonable care of their personal property and for making use of safes or other secure storage provided where appropriate.

Guests may be held responsible for loss or damage caused intentionally, recklessly or negligently by themselves, their children, dependants or persons for whom they are responsible, to the extent permitted by law.

Guests must comply with reasonable house rules, reserve regulations and safety instructions during their stay.

12. Transfers, Flights and Third-Party Services

Last Word may assist guests in arranging transfers, flights, helicopter excursions, tours, activities, wellness treatments and other services supplied by independent third-party providers.

Additional charges may apply.

Where a service is provided by an independent supplier, that supplier's own terms, conditions and safety requirements may also apply.

Last Word does not seek through these Terms to exclude any responsibility that it may have under applicable law for the manner in which such arrangements are made.

13. Changes Beyond Our Reasonable Control

From time to time, circumstances beyond Last Word's reasonable control may affect accommodation, activities, transfers or other services.

These may include severe weather, fire, flood, natural events, reserve closures, government restrictions, civil disruption, interruption of essential services or other extraordinary circumstances.

Where this occurs, Last Word will take reasonable steps to minimise disruption and, where necessary, offer an appropriate alternative, postponement, credit or refund having regard to the circumstances and applicable law.

14. Travel Insurance

Comprehensive travel insurance is required for all bookings.

Guests should ensure that their travel insurance provides appropriate cover for:

• Cancellation and curtailment
• Medical treatment and evacuation
• Personal accident
• Lost or damaged baggage
• Travel delays and disruption
• Safari and adventure activities where applicable

15. Website Information

Last Word takes reasonable care to ensure that information on its website is accurate and current.

Photographs, descriptions, itineraries, activity times and other information are provided to give guests a fair representation of the experience but may change from time to time.

Wildlife sightings cannot be guaranteed.

Where there is a difference between general website information and a guest's confirmed reservation, the terms contained in the written booking confirmation and any expressly agreed special conditions will apply, subject to applicable law.

16. Personal Information

Personal information supplied to Last Word will be processed in accordance with applicable South African data protection law and our Privacy Policy.

Use of cookies and similar technologies is explained in our Cookie Policy.

17. Applicable Law

These Terms and any direct booking with Last Word are governed by the laws of the Republic of South Africa.

Nothing in these Terms limits any statutory rights available to a consumer under applicable South African law.

18. Questions and Complaints

Questions regarding a booking, these Terms or a stay at a Last Word property may be directed to:

Last Word Reservations
Email: stay@thelastword.co.za
Telephone: +27 (0)21 794 6561

We will make reasonable efforts to resolve any concern directly and promptly.