Welcome to City Of Rain Hotel & SPA

Nestled along the R42 Delmas Road in the heart of Bronkhorstspruit, Gauteng, our hotel takes its name from the gentle mist and summer rains that have shaped this highveld land for generations. We want every guest to feel completely at home while enjoying the tranquillity of our spa and the warmth of true South African hospitality. The terms below are here to keep things clear, fair, and simple for everyone. Please read them carefully, as they form a binding agreement between you and City Of Rain Hotel & SPA from the moment you confirm a booking or pay a deposit.

Reservations and Confirmation

Provisional bookings are held subject to the release periods below and are confirmed only once we have received your written confirmation and the required deposit.

The following release periods apply to provisional bookings that remain unconfirmed:

• 1 to 14 days before arrival: 48 hours to confirm the booking and pay the required deposit.
• 15 to 60 days before arrival: 7 days to confirm the booking and pay the required deposit.
• More than 60 days before arrival: 14 days to confirm the booking and pay the required deposit.

Provisional bookings may be held for up to 14 days from the date of the provisional booking, subject to the standard release periods above. Should we receive a secondary enquiry against a provisional booking, we will endeavour to contact you, but this cannot be guaranteed.

A 50% deposit is required to secure your reservation. The deposit will be applied towards the applicable cancellation charge set out in Section 4 and is non-refundable to the extent permitted by applicable law. Without this deposit, we cannot guarantee your room. The full balance of your stay is payable before or upon arrival.

Rates, Inclusions and Exclusions

All rates are quoted and payable in South African Rand (ZAR) only. We do not accept payment in foreign currency. All rates include value-added tax at 15%, where applicable. Rates may change from time to time, but any change will not affect a booking already confirmed at an agreed rate.

Your stay includes:

• Breakfast
• Access to our general facilities
• The spa gym and outdoor heated pool
• Wi-Fi
• Complimentary on-site parking

Rates explicitly exclude lunch, dinner, all beverages, spa treatments and therapies, minibar items, telephone calls, laundry and valet services, airport or other transfers, invited guests’ meals and drinks, and any other extras unless confirmed in writing as part of a specific package. Special packages, seasonal promotions, and fully inclusive rates are available throughout the year; please ask our reservations team about current offers.

Payment Terms

Payment of any amounts due must be made via electronic funds transfer (EFT) into a bank account designated by us in writing. At our sole discretion, we may designate an alternative bank account or other method of payment by providing written notice of such change.

City Of Rain will never change banking details by email alone. You should independently verify any change to payment instructions with our reservations team by telephone before making payment. If payment is made to an incorrect bank account, you remain responsible for settling the amount due to us, except to the extent that the loss resulted from our negligence, wrongdoing, or failure to follow the banking-detail verification procedures described above. While we may, at our sole discretion, assist in recovering misdirected funds, we are not obligated to do so.

If you choose to pay by credit card, a 2% administration fee will apply to the amount paid by credit card.

Guests paying by EFT or credit card shall be liable for any and all bank fees and commission related to the payment, including charges related to the transfer of funds. We recommend advising your bank of the exact ZAR amount to be submitted.

Any amount remaining unpaid beyond the date upon which it becomes due shall attract interest at a rate of prime plus 2% per annum, such interest to be calculated and payable monthly. For these purposes, “prime” means the publicly published prime lending rate applicable in South Africa from time to time.

If payment is not received by the applicable due date, we may cancel the booking and retain amounts already paid to the extent permitted under Section 4 and applicable law. We reserve any further rights available to us in respect of proven loss or damages.

Cancellation Policy

We understand that plans can change. Our cancellation terms are designed to be fair while allowing us to manage our small boutique property effectively. Any cancellation charges will be determined in accordance with the written agreement between the parties, agreed before the booking is confirmed, and applicable law.

You are obliged to take out comprehensive travel insurance to cover the financial implications of any cancellation, medical emergency, and personal belongings. You are responsible for any costs arising from your cancellation that are not recoverable under these cancellation terms or your travel insurance. We are not party to, and accept no liability for, any agreement between you and your travel insurer, including any disputes, coverage denials, or claims for compensation.

Check-in and Check-out

Check-in is from 14h00. We will do our very best to have your room ready upon arrival, but if you need guaranteed early access, we suggest booking the previous night.

Check-out is by 11h00. Late check-out is subject to availability and can only be confirmed on the day of departure. A fee of R350 per person per hour applies until 13h00. If you require a guaranteed late departure or wish to check out after 13h00, an additional night must be booked.

Children, Pets and Guest Conduct

Guests aged 18 and older are welcome in the main hotel. Guests aged 17 and under may only be accommodated in designated family suites with an adult, subject to availability and prior arrangement. Certain spa areas, thermal pools and relaxation zones are reserved for guests aged 12 and older.

The thermal pools at City Of Rain have depths of 1 metre, 1.5 metres and 2 metres.

Parents and guardians remain responsible for the supervision of any minors in their care at all times, particularly around pools, thermal facilities, and other hazardous areas.

We love animals, but we do not permit pets anywhere on the property. Registered service animals may be accommodated by prior written arrangement only.

City Of Rain is a non-smoking property. Smoking, vaping, and the use of e-cigarettes are only permitted in designated outdoor areas. The use of illegal drugs is strictly prohibited anywhere on the property.

We ask that guests wear smart casual attire in all public areas, restaurants, and lounges after 18h00. Swimwear is restricted to the pool, spa, and garden areas only.

Out of respect for the privacy of all guests, photography, video recording, and the use of drones are not permitted inside the spa, treatment rooms, changing facilities, or thermal pool areas. The use of drones anywhere over the property is prohibited without prior written consent from management.

We ask all guests to respect the peaceful nature of our property. Disruptive behaviour, excessive noise, intoxication, or conduct that compromises the safety, comfort, or privacy of other guests or our staff may result in immediate removal from the premises without refund. You will be responsible for the repair of any and all damage caused by you or your invited guests.

Spa and Wellness Policies

Our spa is the heart of City Of Rain. To maintain a serene environment, we ask that mobile phones and electronic devices be silenced in all treatment and relaxation areas.

Spa treatments must be booked in advance. A 50% non-refundable deposit is required to secure your spa booking. Cancellations made less than 24 hours before the scheduled treatment, as well as no-shows, will be charged at 100% of the treatment price.

Before commencing certain treatments or using facilities where health information is relevant to your safety, you may be asked to disclose any relevant medical conditions, allergies, pregnancy, or other health concerns. We reserve the right to refuse treatment if we believe it may compromise your health or safety.

You acknowledge that spa, wellness, and fitness activities involve inherent risks, some of which may be unusual and/or hazardous, including but not limited to wet and slippery surfaces, exposure to high temperatures, steam, saunas, hot baths, and the use of oils and products that may result in dehydration, burns, allergic reactions, exacerbation of pre-existing medical conditions, dizziness, fainting, injury, or other adverse health effects. You are encouraged to consult a qualified medical practitioner before using these facilities if you have any health concerns. Your use of the spa and wellness facilities is subject to the general assumption of risk, limitation of liability, and indemnity provisions set out in Section 13.

Third-Party Services

We are happy to arrange transfers, excursions, or other experiences with independent local service providers on your behalf. Please note that these suppliers operate independently, and their own terms and conditions will apply. While we carefully select our partners, we cannot be held responsible for changes, cancellations, or issues arising from third-party services. Any third-party services or tours that are priced in foreign currency by the supplier must be settled directly with that supplier or converted to ZAR at the prevailing exchange rate, plus any bank charges, at your expense.

Agent Bookings

Where a booking is made by a travel agent or third party:

• The agent warrants that they have full authority to act on your behalf and to bind you to these terms and conditions.
• The agent agrees that they bind both themselves, where applicable, and you to the terms of this agreement.
• The agent undertakes to provide this agreement to you prior to travel and warrants that they have drawn specific attention to all provisions which limit risk or liability or constitute an indemnity.
• The agent remains responsible for ensuring that all payments are made timeously and for forwarding all communications to you.

Group Bookings

Our standard terms apply to reservations of up to four rooms. For group bookings of five rooms or more, please contact our reservations team directly, as special rates, deposits, and conditions will apply.

Accessibility

We are committed to making City Of Rain welcoming for all guests. We will make every reasonable effort to accommodate guests with disabilities and ask that you contact us before your arrival to discuss any specific mobility, sensory, dietary, or accessibility requirements.

Consumer Protection Act Notice

Liability and Indemnity

Nothing in these terms excludes or limits any liability which may not lawfully be excluded or limited under applicable law.

You acknowledge and understand that the hotel, its natural environment, and associated activities involve inherent risks, some of which may be unusual and/or hazardous, which may result in damage, loss, serious injury, illness, or death. These include, but are not limited to:

• risks associated with wet and slippery surfaces, stairs, pathways, decks, natural terrain, gravel, and uneven floors;
• risks associated with swimming pools, thermal pools, water features, and surrounding areas, including the absence of lifeguards and the risk of drowning or injury;
• risks associated with spa, wellness, and related services, including but not limited to massages, body treatments, saunas, steam rooms, hot baths, and yoga;
• risks associated with gym and fitness equipment;
• risks associated with walking and moving about the property gardens and grounds;
• risks associated with transport and road travel.

You voluntarily and expressly assume all such risks. To the fullest extent permitted by applicable law, you agree that City Of Rain Hotel & SPA, its officers, employees, agents, representatives, and insurers shall not be liable for any loss, harm, loss of support, injury, death, or other damages of any nature whatsoever suffered by you, arising from or in connection with:

• any of the risks described above;
• the use of the property or participation in any activities;
• the acts or omissions of third-party service providers;
• your not having the necessary comprehensive travel insurance;
• your being denied entry to South Africa due to non-compliance with travel requirements.

Parents and guardians remain responsible for the supervision of minors in their care and for ensuring that minors comply with the property’s safety rules. To the fullest extent permitted by applicable law, parents and guardians undertake to indemnify and hold harmless City Of Rain Hotel & SPA from claims arising from the risks set out above in connection with any child under their supervision.

To the fullest extent permitted by applicable law, we will not be liable to you or any third party for any indirect damages, including consequential, special, incidental, or aggravated loss or damages, including but not limited to loss of profit, business, goodwill, revenue, or anticipated savings.

We act as an intermediary for certain third-party services and do not control such service providers. You acknowledge that such services are used at your own risk and we shall not be liable for any acts or omissions of such third parties.

You hereby indemnify and hold us harmless from and against any and all losses, damage, costs, and expenses arising out of or in connection with any claim, demand, action, or proceeding brought by any third party against us relating to this agreement or the provision of services.

Travel Documentation and Insurance

You are responsible for ensuring that you meet all current passport, visa, immigration and health requirements applicable to your travel. We recommend verifying these requirements with the South African Department of Home Affairs or your travel advisor before travelling.

We shall not be liable for any losses, denied boarding, entry refusal, or costs incurred due to non-compliance with applicable passport, visa, immigration or health requirements. You hereby indemnify and hold harmless City Of Rain Hotel & SPA, its officers, employees, agents, representatives, and insurers from any and all claims, liabilities, losses, damages, or expenses arising from or related to your failure to obtain or comply with applicable passport, visa, immigration or health requirements, including but not limited to denied boarding, refusal of entry, delays, penalties, or additional costs incurred.

Valuables, Parking, Lost Property, and Room Access

We provide in-room safes for your use. We strongly recommend securing all valuables, travel documents, cash, and electronic devices. We accept no liability for loss or damage to items left unsecured in rooms or public areas, except to the extent that liability cannot lawfully be excluded or limited.

Complimentary parking is provided on site. Vehicles and their contents are left at the owner’s risk. We accept no liability for loss, damage, or theft of vehicles or contents, except to the extent that liability cannot lawfully be excluded or limited.

Items left behind after departure will be logged and stored. Perishable items may be discarded sooner. We can arrange return postage at your cost, or you may collect in person. Items may only be collected by the owner or by a person specifically authorised by the owner to collect them.

We reserve the right to enter your room for housekeeping, maintenance, safety inspections, or other legitimate operational purposes, where reasonably practicable with reasonable notice, or immediately in the case of an emergency, suspected breach of these terms, or risk to any person or property.

At check-in, we may place a pre-authorisation hold on your credit card or request a cash deposit or EFT payment to cover incidental charges, damage, or charges arising from smoking in rooms or non-designated areas. Any pre-authorisation hold will be released at check-out after deducting any outstanding amounts, subject to your bank’s processing times.

Force Majeure

We will not be held liable for any failure to perform our obligations to the extent that such failure is caused by circumstances beyond our reasonable control. This includes, but is not limited to, acts of God, natural disasters, extreme weather, epidemics, strikes, power failures, interruption of telecommunications, or governmental restrictions.

Breach

If you materially breach any of your obligations under this agreement and fail to remedy that breach within 5 business days after receiving written notice to do so, we will be entitled to either hold you to this agreement or cancel the agreement and claim damages.

We will have the right to retain all monies paid by you pending the determination of such damages and thereafter to offset the amount retained against the amount owing.

This clause does not apply to failure to make payment by the applicable due date, which is governed by Section 3.

General

This agreement will in all respects be governed by and construed under the laws of the Republic of South Africa. All disputes, actions, and other matters relating thereto will be determined in accordance with such law, and the courts of the Republic of South Africa shall have exclusive jurisdiction to deal with any dispute arising from or in connection with this agreement, subject to any mandatory jurisdiction or dispute-resolution rights available to the consumer under applicable law.

If any part of this agreement is void, illegal, unenforceable, or in conflict with any law, the validity of the remaining portions or provisions shall not be affected thereby.

Failure to enforce any provision of this agreement will not affect in any way a right to require performance of the provision at any time in the future, nor will the waiver of any subsequent breach nullify the effectiveness of the provision.

We may amend these terms and conditions from time to time. Any amendment will apply to bookings made after the amended version has been published, unless otherwise required or permitted by law. The most current version will be available on our website at www.cityofrain.co.za or upon request.