House Rules And Management policies

We are pleased to welcome you to Willa Lala Guest House.

In order to make your stay as pleasant as possible, Management requests your co-operation in observing the following as an agreement between the Guest and the Willa Lala Guest House  (hereinafter called ‘Management’) under which rooms are permitted to be used by the guest(s).

 Rates

Rates quoted do not include breakfast, dinner , lunch packs or any extra services such as laundry etc. Clients should inform Willa Lala Guest House accordingly if such services are required, after which the quoted amount will be adjusted and clients will be required to accept the new quoted amount before the provisional booking is made. Guest registration forms must be signed on arrivals.

 Settlement Of Bills

Bills must be settled on presentation. If the booking was made through a 3rd party (Travel Agent or Company), the travel voucher or purchase order must be presented.  No fees may be withheld by a guest for situations beyond the control of management, this includes possible breakdown of air conditioning systems, heaters, appliances etc.

 Check-in 

Check-in time is from 14h00 onwards.  Should a late check-in be required, please ensure to arrange in advance. Please present your ID card, Passport or Temporary Residence Card upon Check-in. As required by law, visitors must present personal identification documents when checking into our guest house.

Check-out

Check-out time is 10h00 please inform the reception if you wish to retain your room beyond this time. The extension will be granted depending on the availability, should the room is available, the normal rate will be charged.  No refunds will be given for early departures.

Lost key or damage to locks

Should a guest lose the room keys, a key replacement fee of R250.00 will be payable.  Should a guest damage a door lock, a door lock replacement fee of R250.00 will be payable.

Parking Area

Willa Lala Guest House provides secure, free parking to all guests.  Please refrain not to park near the electrical gate, as opening or closing of the gate could damage your vehicle and the motorized gate.

Do not leave any valuables inside you vehicle whilst your vehicle is unoccupied.  Willa Lala Guest House cannot be liable for any damage to, or theft from vehicles parked in the parking area.

 Visitors

For your own and our other guest’s safety and security, no visitors are allowed.  Should guests need to invite visitors to the guest house, prior approval needs to be obtained from management, and all visitors will need to complete our registration process before being allowed at the guest house.  All visitors will be required to comply with all the rules, policies and procedures of Willa Lala.

 Code of Conduct

All areas marked as “PRIVATE” is off-limits to guests.  Please avoid “PRIVATE” areas at all times.

When using the “Braai/Barbeque” area, please do not leave any fires (smouldering or fully lit) unattended.

Smoking is not allowed inside any of the Guest House buildings, please use the designated smoking areas.

Smoking Hubbly or using a vape device is only permitted in the following designated area:  Gazebo in the garden. Using of these devices in the vicinity of the room is strictly forbidden.

Guest are requested to behave in a manner which will not affect the tranquillity of other guests at all times.

All guests are required to wearing a face mask when entering any common areas of the guest house as per Government regulation.

Guests should maintain social distancing of at least 1.5m

Guests must ensure they switch off lights, air conditioning, TV, and other devices when leaving their rooms.

In Virginia, we are facing the same challenges as the rest of South Africa, and as a result we might experience service delivery interruptions which might affect our electricity supply, water supply or internet connectivity.  We are continuously implementing counter measures for these challenges as we would like to ensure our guests are comfortable during their stay, however should any of these challenges occur, Willa Lala Guest House, management and staff cannot be held responsible for any inconvenience, loss or injury caused.

 Environmental Policy

At Willa Lala we are conscious, and appreciative of the environment and the wonderful world we live in.  We strive to protect all our natural resources, leaving behind the smallest footprint possible. We encourage our guests to help us protect resources, for we are responsible for what is left for the generations to come.  We expect and invite our guests to share in this responsible philosophy, by abiding to the following important points.

• Please ensure that water taps are always turned off after use.
• Switch off all lights and air conditioners when not in use.
• Our wonderful maintenance staff will gladly sort refuse for recycling, ensuring we do our part to dispose in a responsible manner.

 House Keeping

Rooms are cleaned daily between 9h00 – 13h00. Outside of these hours, no cleaning staff will be available.

 Dining room

All meals must be booked in advanced, when making your reservation.

The Guest House Kitchen is not available to guests, should you need anything from the kitchen please advise one of our friendly staff members for assistance.

• Breakfast is served from 6h00 until 8h30
• Dinner is served from 18h00 – 19h00, after which there will be no more kitchen staff available.

 Luggage Storage

Our storage space is limited, and guests are encouraged to store their luggage in their rooms.  We will do our best to assist with storage space when room storage is not possible, however the maximum time to use our storage facility is three (3) days.  Storage in unoccupied rooms is not allowed.

Personal Belongings

Guests are strongly advised to lock the guest room doors when leaving the guest room, or going to bed. All rooms have been equipped with electronic safety boxes which can be used for storing valuables.

Management will not be held responsible for any loss or damage to the guest’s personal belongings, or any other property lost in any part of the guest house due to any cause, including theft and pilferage.

Pets

Even though we all love the furry friends, unfortunately no pets are allowed at Willa Lala Guest House.

Hazardous Goods

No goods of a combustible or hazardous nature and/or prohibited goods and/or goods of objectionable nature is prohibited to be brought onto the property of Willa Lala Guest House.

Any guest failing to comply with the above, will be held liable for any injury or loss which might occur as a result of bring these materials onto the property.

Illegal Activities

Gambling, contraband, prostitution, weapons, explosives, flammable objects, poisons, drugs, animals and pungent food are strictly prohibited on the Guest House premises.

Damage to Property

Should Willa Lala Guest House suffer any loss or damage as a result of an act or omission by a guest or visitor of a guest, the guest will remain liable for full reimbursement of such loss or damage incurred and will be billed accordingly.

General Incapacity

Willa Lala Guest House cannot be held liable for any situation beyond reasonable control, this includes unforeseen events including but not limited to:

• Interruptions to electricity supply, water and/or sewerage systems
• Industrial actions, civil uprising or criminal activity
• Fire, frost, flooding, wind or any other force major event

Management’s Rights

Whilst every care has been taken by Willa Lala Guest House to ensure the safety of guests and their possessions whilst enjoying our accommodation, Willa Lala Guest House and the owners does not accept any liability in the event that any loss or damage to persons or property is experienced by a guest and their visitors. Should any action by a guest be deemed inappropriate by the hotel, or if any inappropriate behaviour is brought to the attention of the hotel, the hotel reserves the right, after the allegations have been investigated, to take action against the guest

It is agreed that the guest will conduct him/ herself in a respectable manner and will not cause any nuisance or annoyance within the guest house premises.

Any damage suffered by way of personal injuries of any nature and severity whatsoever sustained whilst at Willa Lala Guest House or whilst using any facilities, regardless of whether such injuries were caused by or resulted from gross negligence or a wrongful act of the owner and/or management and/or employees OR if the injuries were caused by malfunctioning of any apparatus and/or equipment and/or appliance, is hereby excluded and the owner and/or management and/or employees of Willa Lala Guest House is hereby expressly indemnified.

Management has the right to request any guest to vacate his/her room or other areas of the guest house forthwith, without prior notice and without assigning any reason whatsoever, and the guest shall be bound to vacate when requested to do so. In case of the default, Management has the right to remove the Guest luggage and belongings from the room occupied by him/her.

Relation between Management and Guest

Nothing hereinabove shall continue or be deemed to constitute, or create any tenancy or sub-tenancy, or any other right to interact in the guest house premises or any part of portion thereof, in favour of any Guest or resident or visitor, and Management shall always be deemed to be in full and absolute possession of the Willa Lala Guest House premises.

Photographs and Video’s

Taking of photographs and video’s in the Guest House for commercial or public purposes is not allowed. Any guest failing to comply with this, will be subjecting themselves to legal action.

MANAGEMENT RESERVES TO ITSELF THE RIGHT TO ADD TO, OR ALTER OR AMEND ANY OF THE ABOVE TERMS, CONDITIONS AND RULES.

Splash Pool Rules

1. The Pool and Braai area can daily be used between 08h00 to 21h00
2. Management is authorised to ask details about your room number for verification
3. Guests only have access to the Pool. Please obtain a pool towel from reception Room towels must not to be used at the pool
4. Proper swimming costume is a must for using the swimming pool facilities
5. Children must be accompanied by an adult in swimwear.
6. No Glassware is permitted in the pool area.
7. Diving or any dangerous actions around the pool is strictly prohibited.
8. Our Splash Pool is purely a cooldown aid, and cannot be used for water games or any form of play which can cause a disturbance or endanger any guest.
9. Any person suffering from a known medical condition (e.g. heart disease, severe circulation problems, epilepsy or respiratory problems) should not use the Splash Pool.
10. No person who is under the influence of alcohol or drugs will be permitted in the pool area or in the surrounding area.
11. Spitting, spouting of water or blowing nose in the pool is strictly prohibited.
12. Littering in the pool premises is strictly prohibited.
13. Management will not be held liable for any loss of valuables or other personal property whilst at the swimming pool area.
14. No food or drinks are permitted on the pool decks.
15. Chewing gum is not permitted anywhere in the pool area for health and safety reasons.
16. No running in the vicinity of the pool area is allowed.
17. Willa Lala Guest House or Management is not responsible for any loss or damage to any personal property, injury, disability or fatality even death arising from whatsoever reasons whilst in the Splash Pool area.
18. Guests use the pool at their own risk and Willa Lala will not be held responsible for any injuries while using the guest house facilities.

Willa Lala Guest House Cancellation Policy

We would suggest that guests consider the merits of insurance cover that includes a cancellation risk. (Travel Insurance for local and international travel)

In the event of a guest not arriving, cancelling the booking or curtailing their stay, the guest shall pay a cancellation fee.

If you wish to cancel your stay, please inform the Guesthouse in writing as far in advance as possible before the arrival date.

Cancellation charges depend upon when we receive your written instruction prior to the date of your scheduled arrival.

Notice Period            Cancellation Charge

32 days or more        10% of total booking value

15 – 31 days              50% of total booking value

8 – 14 days                75% of total booking value

7 days or less            90% of total booking value

(100% for same-day, no-show, or early departure)

In the event of you cancelling your stay the Guesthouse will endeavour to re-let the accommodation. However, should this not be possible then the person making the reservation remains legally liable to pay for that accommodation and we reserve the right to charge for the full stay booked. In most cases this liability can be covered by insurance, we therefore strongly recommend that holiday cancellation insurance be taken out.

Should you decide to curtail your stay no refunds will be given. The booking is accepted on the clear understanding that should the accommodation become unlettable through circumstances beyond the control of the Guesthouse you shall be entitled to a refund not exceeding the amount paid.

If the guest gives credit/debit card details to the proprietor in order to secure a booking and pay a deposit then it is agreed between the parties that in the event of a guest not arriving, cancelling the booking or curtailing their stay the proprietor may debit the guest’s credit/debit card with the full amount of the cancellation charge as set out above less an allowance for any deposit already paid. It is also agreed that the proprietor may also debit guest’s credit/debit card with the full amount of any additional charges incurred by the guest as set in these Terms and Conditions.

The booking is not assignable by the Guest without the prior written consent of the Guesthouse.

If a right of cancellation by the Guest free of charge (apart from the handling fee) within the period up to 32 days before arrival is applicable, the Guesthouse is also entitled to withdraw from the contract in this period if it has received requests for the rooms booked under the contract from other Guests and the Guest does not waive his right of cancellation within a period set by the Management upon request by the Guesthouse (handling fees will not be charged in such an event). This applies correspondingly to any option granted if other requests have been received and the Guest is not prepared to make a firm booking within a period set by the Management upon request. In this case “firm booking” means that from this date an accommodation contract comes into full existence and the originally agreed, free cancellation period is suspended.

The Management reserves the right to cancel a booking forthwith without liability in the event of damage or destruction to the accommodation due to fire or other cause, any shortage of labour or food supplies, or any other causes beyond the control of the Management which prevent him/her from performing their obligations in connection with any booking”.

Protection of Personal Information – POPI

WILLA LALA GUEST HOUSE Privacy Notice

Introduction

Willa Lala Guest House take all reasonable measures to prevent unauthorised access to the personal information by applying best practice known to us by managing physical and logical (passwords) entry controls, securing areas for information processing, and implementing procedures for monitoring the use of information processing facilities

Who we are

Willa Lala Guest House provide Accommodation.

The type of personal information we collect:

We currently collect and process the following information:

• Personal identifiers:
• Name and Surname
• ID Number
• Address
• Telephone number
• Employer

How we get the personal information and what we use is for

Most of the personal information we process is provided to us directly by you for one of the following reasons:

• Accommodation

We also receive personal information indirectly, from the following sources in the following scenarios:

• Employer
• Travel Agent

We use the information that you have given us in order to:

• Invoice
• Legal records

We may share this information with

• Law Officials requesting information during investigations

When will we process your personal information:

In terms of the Protection of Personal Information Act (POPIA), the justification ground which we base our processing on consist out of the following:

• The data subject or a competent person where the data subject is a child consents to the processing. Kindly note that you have the right to withdraw your consent;
• The processing is necessary to carry out actions for the conclusion or performance of a contract to which the data subject is a party;
• The processing complies with an obligation imposed by law on the business;
• The processing protects a legitimate interest of the data subject;
• The processing is necessary for the proper performance of a public law duty by the business;

Or

• The processing is necessary for pursuing the legitimate interests of the business or of a third party to whom the information is supplied.

How we store your personal information

Your information is securely stored, we keep your information a period as required by legislation and compliance requirements, of which the starting date is determined by your last visit to Willa Lala. Once the compliance period is reached, we dispose of personal information by physically destroying paper records through a diced shredder, should we not have access to a diced shredder, we will dispose the records by means of a registered shredding company.

Your data protection rights

• You are entitled to access your personal data by sending a written request to info@willalala.co.za. We may charge you a fee for this service, should you need the information in a printed format.
• You may also request Willa Lala to correct or supplement any of your personal data on our records.
• You may request the destruction of your personal data held on record by Willa Lala, however your request will be subject to compliance regulations or legislation Willa Lala need to comply with.

Willa Lala is committed to process any request you may have with regards to your personal information at no cost.

All personal data requests will be attended to in the shortest possible time, but not exceeding 30 days from your request.

All personal information requests must be submitted in writing by either sending an email or by delivering your request to Willa Lala Guest House.

All requests must be addressed to:

Name: Estie Brits

Address: 60 Highlands Avenue, Virginia

Phone Number: 057-2128559

E-mail: info@willalala.co.za

How to complain:

If you have any concerns about our use of your personal information, you can make a complaint to us at info@willalala.co.za

You are also entitled to submit a complaint to the Information Regulator should there be dissatisfaction on how Willa Lala manages your personal information, by contacting the Regulator through the following contact details:

The Information Regulator (South Africa)

33 Hoofd Street

Forum III, 3rd Floor Braampark

P.O Box 31533

Braamfontein, Johannesburg, 2017

Complaints email: complaints.IR@justice.gov.za

Child Guest Policy

1. Children under the age of 6 (maximum 2 per room) will be accommodated free of charge on a bed only basis if sharing with one or two adults.
2. Children occupying their own room will be charged the full adult rate.
3. Children between the ages 6-12 will be charged at  50% of the applicable rate per day, but will be charged for meals.
4. Children aged over 12 years will pay the full adult rate as well as full meal rates.
5. No children are allowed to roam the property freely without supervision.
6. Please ensure that our little guests enjoy the tranquility of our guest house, and respect other guests enjoying the same.
7. Staircases in both the main house and the family rooms may not be used as playing areas, as this can result in serious injury to children and adults alike.  Willa Lala will not be held liable for any injury, loss or death resulting from playing on the staircases.

COVID 19 Policy

1.  Safety at Willa Lala Guest House

Willa Lala Guest House has extreme hygiene procedures in place. In addition, we have implemented a series of new cleaning measures to protect against Covid-19 and ensure our already very high standards are achieved and upheld. As part of these enhanced measures, we have extra protocols for employees and have removed any unnecessary touch-points.

The spacious nature of our guest house has made it straightforward to implement comfortable physical distancing for all. Particular attention is being focused on regularly sanitising high traffic areas and touch-points such as handles, buttons and switches, in addition to having hand sanitiser dispensers in key points around the hotel.

Whilst you are at the guest house we ask that all guests wear a face covering or mask unless seated at a table or in your room.

Our standards are in line with guidelines from the Government and the World Health Organisation.

2.  Arrival & Departure:

Wherever possible, you will be asked to check-in and complete your registration in advance of your arrival at which point we will provide a detailed summary of the actions we have taken in respect of Covid-19.

3. In Your Room:

Our usual cleaning routines continue, but with heightened attention on high touchpoint areas such as handles, switches, remote controls and surfaces. Should you require, face coverings will be available for your use.

4. Eating & Drinking:

You may notice some slight alterations to the layout in our dining room to allow for more space between tables. We are only able to seat up to six guests from the same household together, with no larger reservations or split reservations permissible at this stage.

Menus are being served at breakfast and dinner with single-use menus available. In line with the 10 pm curfew we have altered our closing times.

5.  Our Team:

For everyone’s safety, where appropriate we have taken necessary steps to reduce face-to-face contact and our employees are adhering to all government requirements with regard to face coverings.

We look forward to welcoming you to Willa Lala  in line with the strictest safety measures.