Policies

Booking Policy

Payment

  • A 50% deposit is required to confirm your booking
  • Deposit payment must be made within 7 days of making the reservation
  • Balance payment is due on arrival
  • Same-day bookings require full payment when making the reservation
  • We accept all major credit cards and electronic bank transfers. 


Cancellation

  • Free cancellation up to 48 hours before arrival
  • Cancellations made within 48 hours of arrival will be charged one night’s stay
  • Refunds will be processed within 5 working days of cancellation


No Show

  • If you do not arrive on your scheduled check-in date and have not cancelled your booking, the full booking amount will be charged


Early Departure

  • Early departure does not entitle guests to a refund for unused nights
  • Please inform reception if you plan to leave earlier than your scheduled check-out date


Check-in & Check-out

  • Check-in: 2:00 PM
  • Check-out: 10:00 AM
  • Early check-in and late check-out upon request, subject to availability (fees may apply)


Modifications

  • Changes to booking dates must be made at least 48 hours before arrival
  • Room changes are subject to availability
  • Date changes may result in a rate adjustment — prices vary by season, weekends, and peak periods. Any price difference will be charged or refunded accordingly


Children

  • See children’s policy


Pets

  • Pets are not permitted at Il Castello 

Children’s Policy

At Il Castello Boutique Hotel, families are warmly welcomed, and we love creating memorable stays for guests of all ages. 

Children & Accommodation

  • Children of all ages are welcome. 
  • Baby Cribs are available in selected rooms upon request and subject to availability. 
  • Children under 3 years stay complimentary when sharing existing bedding with parents. 
  • Children 12 and under stay for R650 per person per night when using an available extra bed. 
  • Children 13 to 17 years stay for R850 per person per night when using an available extra bed. . 
  • When one child, 3 to 12 years shares existing bed with ONE adult, an additional R250 will be added to the single occupancy rate. 
  • Children older than 12 years, sharing a bed with ONE adults will pay the full adult rate. 
  • Baby cots and extra beds are available in selected rooms upon request and subject to availability. 

Family Comfort

We aim to provide a relaxed and enjoyable environment for both families and couples. Parents and guardians are kindly requested to supervise children throughout the property and to be considerate of other guests during quieter hours.

Dining

  • A kiddies’ menu is available. 
  • Highchairs can be provided on request. 
  • Our team is happy to assist with warming baby bottles and accommodating simple child-friendly meal requests where possible. 

Supervision

Children are welcome to enjoy the outdoor spaces under adult supervision at all times. For safety reasons, children may not be left unattended in guest rooms, public areas and balconies. 

Creating Special Family Moments

From cosy movie nights under blankets to hot chocolate after exploring Clarens, we hope your stay is filled with warmth, laughter, and unforgettable family memories.