Legal & policies
Booking Policy
Last updated: September 2026
These policies apply to the Zalari Luxe Stays website, direct reservations, guest services and related transactions with Zalari Luxe Stays.
Bookings made through third-party platforms may additionally be governed by the terms, cancellation rules and payment policies accepted by the guest on that platform.
Zalari Luxe Stays (Pty) Ltd is a company registered in the Republic of South Africa.
General enquiries: info@zalari.co.za
1. Making a Reservation
Accommodation may be reserved through the Zalari Luxe Stays website; the Zalari booking engine; approved direct-booking channels; WhatsApp or email where authorised; corporate arrangements; or third-party booking platforms. A general enquiry or Request a Stay submission does not itself reserve accommodation. A booking is confirmed only when confirmation has been issued through Zalari or the applicable booking platform and any required payment, deposit or payment authorisation has been completed.
2. Responsibility of the Booking Guest
The person making the reservation is the primary booking guest and is responsible for providing accurate booking information; ensuring that all accompanying guests comply with these terms; ensuring compliance by authorised visitors; payment of legitimate charges arising from the reservation; and communicating applicable property and building rules to the people included in their booking. Where permitted by law, Zalari Luxe Stays may recover reasonable loss or costs caused by the primary guest, accompanying guests or authorised visitors for whom the booking guest is responsible.
3. Booking Transfer
A reservation may not be transferred, sold, assigned or made available to another person without prior approval from Zalari Luxe Stays or the relevant booking platform. A person whose identity materially differs from the confirmed booking may be refused access until the booking has been satisfactorily verified.
4. Identity Verification
Every Zalari Luxe Stays booking is subject to guest identification and verification. Valid identification must be supplied before or as part of check-in as instructed by Zalari. Zalari may refuse access where identification is not provided; appears materially inconsistent; cannot reasonably be authenticated; or does not match the booking. False identity information, forged documentation, booking fraud or deliberate misrepresentation may result in refusal or termination of accommodation and may be referred to the relevant authorities where appropriate.
5. Pricing
Prices may vary based on dates, property, occupancy, length of stay, season, demand, booking channel, accommodation configuration, promotions and applicable fees. The guest will be shown or informed of applicable charges before a direct reservation is concluded. Third-party platform reservations are subject to the pricing displayed by that platform.
6. Payment
Payment requirements may differ according to booking channel, rate type, length of stay, corporate arrangement or reservation conditions. Zalari Luxe Stays may require full prepayment, a deposit, payment authorisation or another agreed payment arrangement. Failure to complete an agreed payment by the stipulated deadline may result in a reservation being released or cancelled, subject to the booking conditions and applicable law.
7. Chargebacks and Payment Disputes
A chargeback, card dispute or reversal does not automatically extinguish a legitimate amount owed under a valid booking. Where Zalari Luxe Stays reasonably believes that a chargeback or payment dispute is incorrect or abusive, it may provide reservation records, communications, identification records, access records and other relevant evidence to the payment provider or booking platform. Nothing in this clause limits a guest's lawful right to dispute an incorrect or unauthorised charge.
8. Cancellations
Guests may cancel reservations subject to the rate booked, the cancellation terms disclosed when booking, third-party platform conditions where applicable, and South African law. Zalari Luxe Stays reserves the right to retain or recover a reasonable cancellation amount where appropriate. No cancellation policy will be interpreted in a manner that unlawfully removes a consumer right granted by applicable legislation.
9. No-Shows
Where a guest fails to arrive and has not cancelled in accordance with the applicable booking conditions, charges may be applied according to the agreed rate and cancellation conditions, subject to applicable law.
10. Changes to Reservations
Requests to change dates, length of stay, guest numbers, property, room configuration or booking details are subject to availability. A change may result in a different rate. No change is effective until confirmed.
11. Maximum Occupancy
The property may only accommodate the number of guests permitted for that property and declared in the confirmed reservation. Additional guests require prior approval. Unauthorised occupancy may result in additional reasonable charges, refusal of access to additional persons, or termination of the stay where the breach is serious or persistent.
12. Visitors
Visitors may only be permitted subject to the property's house rules, building or estate regulations, security requirements, and any prior approval requirement communicated by Zalari. The booking guest remains responsible for the conduct of authorised visitors. Visitors are not automatically entitled to remain overnight.
13. Parties, Events and Gatherings
Unless expressly authorised in writing, parties, events, functions and disruptive gatherings are prohibited. This includes unauthorised birthday parties, functions, large gatherings, commercial events and other activities materially exceeding normal residential use. A serious breach may result in intervention, removal of unauthorised persons and termination of the stay where legally justified.
14. Noise and Neighbour Relations
Guests must respect neighbours, other residents, building rules, security personnel and quiet hours communicated for the property. Repeated or serious noise complaints may result in appropriate intervention. Guests may be held responsible for reasonable fines, penalties or losses imposed as a direct result of their proven breach of applicable building or estate rules, where legally recoverable.
15. Building and Estate Rules
Guests must comply with all reasonable rules imposed by Zalari Luxe Stays, the property owner, building management, estate management, body corporate, homeowners' association or security management, where those rules apply to the accommodation and have been reasonably communicated. A material or repeated breach may constitute a breach of the booking terms.
16. Smoking
Where a property is designated non-smoking, smoking inside the property is prohibited. Where a guest breaches a non-smoking rule, Zalari Luxe Stays may recover reasonable and evidenced costs associated with specialist cleaning, odour remediation, damaged linen or furnishings, and other direct remedial work reasonably required.
17. Damage, Loss and Missing Items
Guests are responsible for damage or loss caused through their own intentional, reckless or negligent conduct, or that of accompanying guests or authorised visitors for whom they are responsible. Subject to applicable law, Zalari Luxe Stays may recover reasonable costs for damaged furniture, appliances, fixtures or linen; missing property; lost keys, remotes, tags or access devices; locksmith services; damage to access systems; specialist cleaning; and other direct property damage. Normal wear and tear is not chargeable. Where practical, Zalari will retain reasonable evidence supporting such charges.
18. Excessive Cleaning
Standard departure cleaning is included where applicable. Guests may, however, be charged reasonable additional cleaning costs where the property is left in a condition substantially beyond normal accommodation use, including where specialist treatment is required due to smoking, excessive waste, staining, prohibited activities, deliberate misuse, excessive soiling or bodily-fluid contamination requiring specialist treatment.
19. Starter Amenities and Consumables
Toiletries, tissues, cleaning items and certain household consumables supplied at the beginning of a stay are starter amenities, unless a booking expressly states that continuous replenishment is included. Guests staying for longer periods may be responsible for purchasing additional everyday consumables. Additional housekeeping or replenishment may be arranged where available and may attract an additional charge.
20. Commercial Use, Photography and Filming
Accommodation is provided primarily for residential hospitality use. Unless approved beforehand, guests may not use the property for commercial filming, professional photography, advertising campaigns, content productions involving crews or equipment, commercial events, product launches or other business activity materially beyond ordinary guest use. Approval may be subject to additional charges and conditions.
21. Illegal or Dangerous Conduct
The property may not be used for unlawful, dangerous or prohibited activities. Zalari Luxe Stays may take appropriate steps, including contacting building security or relevant authorities, where it reasonably believes that serious unlawful or dangerous activity is occurring.
22. Maintenance and Reporting Problems
Guests should notify Zalari Luxe Stays promptly of damage, faults, water leaks, electrical issues, broken appliances, safety risks or other material problems. A guest must not knowingly allow a reported or obvious problem to worsen through unreasonable conduct. Where additional loss results directly from a guest's unreasonable failure to report or mitigate a known problem, Zalari may seek recovery of that additional loss where legally permitted.
23. Access to the Property
Zalari Luxe Stays respects guest privacy. However, access may reasonably be required for emergency repairs, safety, security, urgent maintenance, suspected serious property damage, building-management requirements or circumstances requiring immediate intervention. In an emergency, access may occur without advance notice where reasonably necessary. For non-emergency access, reasonable efforts will be made to notify the guest beforehand.
24. Utilities and Third-Party Service Interruptions
Zalari Luxe Stays will make reasonable efforts to provide accommodation as advertised. However, some services may depend on third parties, municipalities, utilities, body corporates or telecommunications providers. Zalari cannot guarantee uninterrupted electricity, municipal water, internet, mobile coverage, lifts, communal facilities, security systems, building services or other infrastructure outside its reasonable control. Where a material interruption occurs, guests should notify Zalari promptly so reasonable remedial steps can be considered. A service interruption outside Zalari's reasonable control does not automatically entitle a guest to a full refund, although any remedy required by applicable law remains unaffected.
25. Relocation or Property Unavailability
Occasionally accommodation may become unavailable because of emergency maintenance, significant property damage, safety concerns, building restrictions, access restrictions, owner or body-corporate intervention, utility failure or other circumstances beyond reasonable operational control. Where reasonably possible, Zalari Luxe Stays may offer comparable alternative accommodation, another Zalari property, revised dates or arrangements, or an appropriate refund for accommodation that cannot be supplied. Where a suitable comparable alternative is accepted, the booking will continue on the revised accommodation basis.
26. Property Photography and Minor Differences
Property images are intended to accurately represent the accommodation. Minor differences in linen, decor, styling, movable furniture, accessories or replacement items may occur over time. Such minor differences do not constitute grounds for cancellation or refund unless they materially alter an essential feature forming part of the booking.
27. Lost Property
Guests should check the property carefully before departure. Items found after check-out may be retained for a reasonable period. Where return by courier or delivery is requested, the guest may be required to pay the reasonable delivery costs. Zalari is not responsible for items that cannot reasonably be located after departure.
28. Personal Property
Guests remain responsible for safeguarding cash, jewellery, electronics, travel documents and other personal belongings. To the extent permitted by law, Zalari Luxe Stays will not be liable for loss caused by circumstances outside its reasonable control or by a guest's own failure to secure personal property.
29. Third-Party Platform Reservations
Where accommodation is booked through Airbnb, Booking.com, Expedia, Agoda, LekkeSlaap or another booking platform, the platform's payment process applies; its cancellation terms may apply; refunds may have to be processed through that platform; and platform dispute procedures may apply. Zalari's property, security and guest-conduct rules continue to apply during the stay to the extent consistent with applicable law and the platform booking.
30. Corporate and Extended Stays
Corporate and extended-stay arrangements may be subject to separately agreed rates, payment terms, deposits, housekeeping schedules, cancellation conditions, occupancy provisions and invoicing requirements. Where written commercial terms are agreed separately, they take precedence over inconsistent general booking provisions for that booking.
31. Promotions and Partner Codes
Promotional, influencer, referral or partner codes are subject to their stated conditions; may have expiry dates; may apply only to specified properties, dates or channels; cannot ordinarily be exchanged for cash; and may not be combined unless expressly permitted. Zalari Luxe Stays may reject use of a code where it has reasonably been used fraudulently or outside its stated conditions.
32. Enforcement of Guest Rules
Where a guest commits a material breach involving unlawful conduct, fraudulent identity information, serious security risk, dangerous behaviour, serious or repeated disturbance, deliberate property damage, unauthorised events or substantial violation of building rules, Zalari Luxe Stays may take proportionate action reasonably necessary to protect the property, guests, neighbours and other residents. Depending on the circumstances, this may include issuing a warning, requiring unauthorised visitors to leave, involving security, terminating the stay where legally justified, or pursuing reasonable losses arising from the breach.
33. Guest Indemnity
To the extent permitted by law, the booking guest is responsible for direct loss, damage, claims or reasonable costs arising from the guest's unlawful conduct, deliberate misconduct, reckless conduct, negligence, or the equivalent conduct of accompanying guests or authorised visitors for whom the booking guest is responsible. This clause does not require a guest to indemnify Zalari Luxe Stays for loss caused by Zalari's own unlawful conduct, gross negligence or liability that cannot legally be excluded.
34. Severability
If any provision of these terms is found to be unlawful or unenforceable, that provision will be interpreted or limited to the extent necessary to make it lawful where possible. The remaining provisions will continue to apply.
35. No Waiver
If Zalari Luxe Stays does not immediately enforce a provision on one occasion, this does not automatically prevent Zalari from enforcing that provision in the future.
36. Changes to Policies
These policies may be amended periodically to reflect changes in law, booking technology, property operations, service offerings or business requirements. The current version will be published on the website together with its update date.