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Terms & Conditions

Client Data Confidentiality Policy

The Molteno Guesthouse: Cape Town, South Africa

1. Purpose

The Molteno Guesthouse (“we”, “us”, or “our”) is committed to protecting the privacy and confidentiality of all personal information provided by our guests, clients, and partners. This policy outlines how we collect, use, store, and protect your personal data in compliance with the Protection of Personal Information Act, 4 of 2013 (POPIA) of South Africa.

2. Information We Collect

We may collect personal information such as:

  • Full name, contact details, and identification or passport number
  • Payment information (used only for billing purposes)
  • Booking and stay details
  • Any special requests, preferences, or correspondence provided voluntarily

3. Purpose of Data Collection

Your personal information is collected and used solely for:

  • Processing reservations and guest check-ins/outs
  • Communication related to your stay and service experience
  • Legal and billing requirements
  • Improving guest experience and service delivery

We do not share, sell, or rent your personal data to any third party for marketing or unrelated purposes.

4. Data Storage and Security

All personal data is securely stored (electronically or in physical form) and access is strictly limited to authorized staff for legitimate operational purposes only. We use reasonable technical and organizational measures to protect information from loss, misuse, or unauthorized access.

5. Data Retention

We retain personal data only for as long as necessary to fulfil the purpose for which it was collected, or as required by South African law. After this period, your information will be securely deleted or destroyed.

6. Your Rights

As a guest, you have the right to:

  • Access your personal data held by us
  • Request correction or deletion of inaccurate information
  • Withdraw consent to data processing (where applicable)

Requests can be submitted in writing to info@themolteno.com

7. Disclosure

We may disclose personal information only when required by law, court order, or in response to lawful requests by public authorities.

8. Policy Updates

This policy may be updated from time to time in line with legal or operational changes. The latest version will always be available upon request or on our website.

Owner & Data Controller:
Julian Van Reenen
The Molteno Guesthouse
Cape Town, South Africa

Refund & Cancellation Policy

The Molteno Guesthouse – Cape Town

At The Molteno Guesthouse, every reservation is personally prepared for, and we take pride in ensuring your stay is exceptional. As a small, boutique establishment with limited rooms, cancellations and changes have a significant impact on our operations and our ability to accommodate other guests. We therefore kindly ask that you read and understand our policy before confirming your booking.

Cancellations

  • More than 14 days before arrival: A 75% refund will be issued. (A 25% administrative and processing fee applies.)
  • Between 14 and 10 days before arrival: A 50% refund will be issued.
  • (International visitor) Within 7 days of arrival: Unfortunately, no refund can be provided.
  • (South African visitor) Within 3 days of arrival: Unfortunately, no refund can be provided.
  • No-shows or early departures: The full booking amount will be charged and is non-refundable.

Date Changes

Date changes may be requested up to 14 days prior to arrival, subject to availability and rate adjustments. Any change requests made within 2 days of arrival will be treated as a cancellation under the same terms.

Special & Promotional Rates

Please note that all discounted, promotional, or special rate bookings are strictly non-refundable and non-transferable.

Force Majeure

In rare circumstances beyond our control (such as severe weather conditions, travel restrictions, or emergencies), management may, at its discretion, offer a credit voucher for future use. Refunds under such circumstances are not guaranteed and will be handled on a case-by-case basis.

Non-Arrival Policy

If you do not arrive on your scheduled check-in date without prior notice, your booking will automatically be marked as a no-show and the room released for new reservations. No refund will be issued.

Acceptance of Terms

By confirming and securing your reservation, whether directly with The Molteno Guesthouse or through an approved booking platform, you acknowledge and agree to these terms and conditions in full.

We Appreciate Your Understanding
We understand that travel plans can change unexpectedly, and while we must uphold our policies to ensure fairness and sustainability, we genuinely value your trust and understanding. Our aim is always to assist with compassion and flexibility wherever possible.