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Our Promise

OUR RESERVATION PROMISE
SOUTH AFRICA, BOTSWANA, NAMIBIA & TANZANIA

We, at the City Lodge Hotel Group give and stand by a promise for every reservation made. We will always hold your reserved room until 4pm on the day of arrival. Should your guest arrive and the reserved room is not vacated by a previous guest, the host hotel will:
                   •    Reserve a room at (and pay the difference in the room tariff ) and arrange             transportation to another equivalent hotel.
           •    Pay for a telephone call to notify your client's home or office of the change.

If you guarantee by paying for one night’s accommodation you will have an “all night guaranteed reservation” and we will keep the room all night, unless you cancel by 4pm on the day of arrival.

If the hotel does not have a room available at check-in and you have an “all night guaranteed reservation,” the full cost of the first night’s lodging at an alternative hotel will be paid by the host hotel. 

Reservation clerks at all Courtyard Hotels, City Lodge Hotels, Town Lodges and Road Lodges in South Africa, Botswana, Namibia and Tanzania are trained to confirm and re-confirm whether a reservation is a “4pm release” or an “all night guaranteed reservation”. If a guarantee is not received, the reservation will be released at 4pm on the day of arrival.

OUR RESERVATION PROMISE
KENYA

We, at the City Lodge Hotel Group in Kenya give and stand by a promise for every reservation made.

Non-guaranteed bookings:
We will always hold your reserved room until 24 hours prior to the arrival date.

Guaranteed bookings:
If you guarantee by paying for one night’s accommodation you will have an “all night guaranteed reservation” and we will keep your room all night, unless you cancel 24 hours prior to the arrival date. 

Should you arrive after our check-in time of 11am and your reserved room is not vacated by a previous guest, an alternative room will be provided. If the hotel does not have a room available at check-in and you have an “all night guaranteed reservation”, the hotel will:
                   •    Reserve a room at (and pay the difference in the room tariff ) and arrange             transportation to another equivalent hotel.
•    Pay for a telephone call to notify your home or office of the change.

Our reservations clerks are trained to confirm and re-confirm if the reservation is a “24 hour release” or an “all night guaranteed reservation”. If a guarantee is not received, the reservation will be released 24 hours prior to arrival date.