Refund & Cancellation Policy

Queen’s Crown Guest House

At Queen’s Crown Guest House, we understand that travel plans may change unexpectedly. We aim to provide a fair, transparent, and professional booking experience for all our guests.

This Refund & Cancellation Policy outlines the terms applicable to reservations made directly through our website or through other authorised booking channels.

By making a reservation, guests acknowledge and agree to the applicable booking and cancellation terms, subject to their rights under South African law.

1. Booking Confirmation & Payments

All reservations are subject to availability and confirmation.

A booking is considered confirmed once the required payment or deposit has been successfully received and a booking confirmation has been issued.

The payment amount and applicable cancellation conditions will be communicated to the guest during the booking process.

Guests are responsible for reviewing their booking details, including dates, room selection, occupancy, and payment requirements, before completing their reservation.

2. Cancellation by the Guest

Guests who wish to cancel a reservation must notify Queen’s Crown Guest House in writing using the contact details provided on our website.

Cancellation charges, where applicable, will depend on the booking conditions, the time remaining before the scheduled arrival date, and applicable South African consumer protection laws.

The following cancellation schedule is proposed for standard direct bookings:

Cancellation period Proposed cancellation charge
14 days or more before arrival Full refund of payments received
7–13 days before arrival 50% of the total booking amount
3–6 days before arrival 75% of the total booking amount
Less than 3 days before arrival 100% of the total booking amount
No-show 100% of the total booking amount

These cancellation charges are subject to applicable law and must be clearly disclosed and accepted at the time of booking.

Queen’s Crown Guest House reserves the right to assess cancellation charges in accordance with the Consumer Protection Act 68 of 2008, including applicable rules relating to reasonable cancellation fees.

3. Refunds

Where a refund is applicable, it will be processed using the original payment method wherever reasonably possible.

Refunds will be initiated within 7–14 business days after the cancellation has been approved. The time required for the funds to reflect may vary depending on the payment provider or financial institution.

Any lawful cancellation charges or applicable fees will be deducted from the refund amount.

Guests will be notified once their refund has been processed.

4. Non-Refundable Bookings & Special Offers

Certain promotional rates, discounted packages, or special offers may be designated as non-refundable.

Where a booking is subject to non-refundable conditions, these conditions will be clearly displayed before payment is completed.

Non-refundable bookings may not qualify for a refund in the event of cancellation, subject to applicable South African law and the circumstances of the cancellation.

5. Booking Amendments

Requests to amend a reservation, including changes to arrival dates, departure dates, room selection, or guest numbers, must be submitted in writing.

All amendment requests are subject to availability and approval.

Changes to the reservation may result in a revised accommodation rate or additional charges.

Where a guest requests to shorten their stay after arrival, the unused nights may not automatically qualify for a refund. Any applicable refund or adjustment will be assessed in accordance with the booking terms and applicable law.

6. Cancellation by Queen’s Crown Guest House

In the unlikely event that Queen’s Crown Guest House is unable to honour a confirmed reservation, the guest will be notified as soon as reasonably possible.

Where appropriate, we may offer:

  • Alternative accommodation of a comparable standard, subject to availability and guest acceptance.

  • A full refund of payments received for the affected reservation.

  • Another mutually agreed arrangement.

Guests will not be required to accept alternative accommodation or arrangements that materially differ from the confirmed booking without their agreement.

All cancellations by Queen’s Crown Guest House will be handled in accordance with applicable South African law.

7. Unforeseen Circumstances & Force Majeure

In circumstances beyond the reasonable control of Queen’s Crown Guest House, including natural disasters, severe weather events, government restrictions, public emergencies, or other significant unforeseen events, reservations may be affected.

Each affected booking will be assessed on a case-by-case basis.

Where accommodation cannot reasonably be provided, Queen’s Crown Guest House will communicate the available options, including refunds or alternative arrangements, in accordance with applicable law.

8. Early Departure

Guests who choose to depart before their scheduled check-out date are not automatically entitled to a refund for unused nights.

Any refund or adjustment will be considered based on the applicable booking conditions, the reason for early departure, and relevant legal requirements.

9. Refund Processing & Payment Disputes

Guests are encouraged to contact Queen’s Crown Guest House directly regarding cancellation or refund concerns before initiating a payment dispute.

We will make reasonable efforts to resolve payment-related issues promptly and professionally.

Any refund processing fees or deductions must be lawful, reasonable, and disclosed where applicable.

10. Consumer Rights

Queen’s Crown Guest House operates in accordance with applicable South African legislation, including the Consumer Protection Act 68 of 2008.

Nothing in this policy is intended to limit, exclude, or override any rights that guests may have under applicable consumer protection legislation.

Where a statutory right to cancel or obtain a refund applies, that right will take precedence over any conflicting provision in this policy.

11. Contact Us

For cancellation requests, refund enquiries, or assistance with an existing reservation, please contact Queen’s Crown Guest House using the contact information provided on our website.

When submitting a cancellation request, please include:

  • Your full name.

  • Booking reference number.

  • Scheduled check-in and check-out dates.

  • Reason for cancellation, where applicable.

Our team will review your request and respond as soon as reasonably possible.

Thank you for choosing Queen’s Crown Guest House.

We appreciate your understanding and look forward to welcoming you.

Queen’s Crown Guest House

Where comfort, elegance, and exceptional hospitality meet.