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SAROVA HOTELS, RESORTS & GAME LODGES

1. Q. What is check in/check out time?

  • Check in time is 12 p.m. and check out time is 10 a.m.

2. What is Sarova Hotels, Resorts & Game Lodges Cancellation Policy?

  • City Hotels (Panafric, Stanley, Woodlands, Imperial Hotel)
  • Deposit Policy:
  • We will need a credit card number to reserve your room.
  • Cancellation Policy:
  • Reservations may be cancelled up to 24hrs prior to arrival date to avoid the penalty fee of 1 nights’ room charge (including taxes). For non-arrivals or cancellations done after the 24hrs period the Hotel will charge the equivalent of 1 nights' room charge (including taxes).

  • Sarova Whitesands Beach Resort and Spa
  • Deposit Policy:
  • We will need a credit card number to reserve your room.
  • Cancellation Policy:
  • Reservations may be cancelled up to 48hrs prior to arrival date to avoid the penalty fee of 1 nights’ room charge (including taxes). For non-arrivals or cancellations done after the 48hrs period the Hotel will charge the equivalent of 1 nights’ room charge (including taxes).

  • Lodges (Shaba, Lion Hill)
  • Deposit Policy:
  • We will need a credit card number to reserve your room.
  • Cancellation Policy:
  • Reservations may be cancelled up to 48hrs prior to arrival date to avoid the penalty fee of 1 nights’ room charge (including taxes). For non-arrivals or cancellations done after the 48hrs period the Hotel will charge the equivalent of 1 nights’ room charge (including taxes).

  • Lodges (Mara)
  • Deposit Policy:
  • We will need a credit card number to reserve your room.
  • Cancellation Policy:
  • Reservations may be cancelled up to 72hrs prior to arrival date to avoid the 100% penalty fee for the entire booked period (including taxes). For non-arrivals or cancellations done after the 72hrs period the Hotel will charge 100% penalty fee for the entire booked period (including taxes).

  • Non Refundable Policy (All Units where applicable)
  • A full non-refundable advance deposit is required for this booking at the time of booking. The required deposit amount is equivalent to the total room cost including any applicable tax and service charge of this booking. This non-refundable deposit will be forfeited if you cancel or fail to arrive.
  • Amendments to stay dates will be subject to a non-refundable re-booking fee equal to first night room charge plus applicable taxes. This charge can be used as a credit for non-rooms related charges at the hotel, such as restaurant, room service or telephone. The credit is not valid for room charges and cash paid outs. Amendments made to stay dates are subject to a rate adjustment at the time of making the change.

3. How do I make an online reservation?

You can make reservations for any www.sarovahotels.com by clicking on the booking calendar on any property page or on the booking icon on the main menu. Our online booking service enables you to make, cancel or amend reservations to accommodate your travel needs. When making your reservation online, we will provide you an instant confirmation voucher. An email confirmation will be sent to the email address used in the booking process.

When making reservations online, we need a credit card at the time of the reservation request to process the reservation. There are 2 options of paying for your reservation online:

  1. Pay SECURELY by Visa or Master card credit or debit card: By choosing this option, a customer is accepting to have his/her credit or debit card charged online via a secure payment gateway for the total amount of stay, including services (airport/airstrip transfers & game drives) requested for at any of the Sarova properties. We will not store any credit/debit card details. This is processed online directly with VISA or Master card in real time.
  2. Pay by Others (American Express credit card): By choosing this option, a customer is accepting to provide his/her credit card details (card number, expiry date & card security code) to guarantee the booking for charging upon check in or in case of a no show as per the cancellation policy. Information is contained in a customer's profile that can be changed at any time using an e-mail address as a login name and a unique password that secures the information. The credit card in the profile will not be charged at any time without the customer being informed during the booking process.

4 . How do I cancel/modify an Online Reservation?

One can modify or cancel their reservation done from www.sarovahotels.com by following the steps below:

  1. Select the Sarova property booking engine that you wish to cancel/modify your reservation from the booking calendar accessible from any of web pages on the site.
  2. Click the link on the right-hand side of the page, 'Modify/Cancel Reservation'.
  3. Select the option you wish to perform i.e. cancel reservation or modify reservation.
  4. Type in the reservation number in question & the email address used to make the booking.

Alternative ways of making a Reservation

Reservation queries can be made using the enquiry form on the site. Alternatively, a customer can call the Reservation Departments

5. What is the Sarova Hotels, Resorts & Game Lodges Child Policy?

Children staying and sharing with 1 or 2 paying adults:

  • Up to 6 years - No Charge (Maximum of 2 children per room)
  • 7 to 12 years - Each child pays 15% Single Room Rate (Maximum of 2 children in a room )
  • 13 to 17 years sharing with 1 or 2 adults - each child pays 25% of applicable single room rate

Children staying in own rooms;

  • Up to 17 years having exculsive use of room - Room charge is at 80% of applicable single/double/triple room rate, depending on occupancy

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