A better way to stay – Aparthotels, Villas & Serviced Apartments – Totalstay A better way to stay – Aparthotels, Villas & Serviced Apartments – Totalstay A better way to stay – Aparthotels, Villas & Serviced Apartments – Totalstay A better way to stay – Aparthotels, Villas & Serviced Apartments – Totalstay A better way to stay – Aparthotels, Villas & Serviced Apartments – Totalstay

Terms &


  1. Interpretation

In this Agreement, unless inconsistent with or otherwise indicated by the context,

1.1. “Manager” means Total Stay, whose full details are set out above;

1.2. “Agreement” means the Agreement comprising the Reservation Agreement and The Reservation Confirmation;

1.3. “Deposit” means the payment contemplated in the Reservation Confirmation Attached;

1.4. “Force Majeure” means any  event beyond the reasonable control of a party and which could not reasonably have been foreseen by it at the Signature Date and shall include, but not be limited to, fire, flood, bad weather, act of God, the enactment of any legislation or the act of any other legally constituted authority, any cause or event arising out  of or attributable to war;

1.5. “Inventory” means the comprehensive inventory of all the contents of the Premises provided to the Guest on the Occupation Date;

1.6. “Nominated Account” means the Nominated Account referred to in the email containing the Reservation Confirmation;

1.7. “Owner” means the Owner of the Premises, whose full details are available on request;

1.8. “Occupants” mean the number of Occupants (including the Guest);

1.9. “Occupation Date” means the date set out in the Reservation Confirmation;

1.10. “Final Payment Date” means the date exactly 30 days before the Occupation Date, or should the reservation be made less than 30 days before the Occupation Date, the reservation date.

1.11. “Occupation Period” means the period commencing on the Occupation Date and terminating on the Termination Date;

1.12. “Parties” means the Manager and the Guest;

1.13. “Premises” means the property to be rented out as set out in the Reservation Confirmation;

1.14. “Rental” means the total Rental set out in the Reservation Confirmation;

1.15. “Schedule” means the Schedule forming part of this Agreement;

1.16. “Signature Date” means the date of deposit being received, and this Agreement coming into force;

1.17. “Guest” means the Guest, whose full details are set out in the Reservation Confirmation;

1.18. “Termination Date” means the date set out in the Reservation Confirmation;

1.19. “Event” means public or private gathering for more people than the occupants of the  property.

1.20. Any reference to the singular includes the plural and vice versa;

1.21. Any reference to natural persons includes legal persons and vice versa;

1.22. Any reference to gender includes the other genders.

If any  period is referred to in this agreement by way of reference to a number of days, the  days shall be reckoned exclusively of the  first and inclusively of the last day unless the last day falls on a day which is not a business day, in which case the day shall  be the next succeeding business day. This agreement shall be governed by and  construed and  interpreted in accordance with the law of the Republic of South Africa.

  1. Introduction

2.1 The Owner is the Owner of the Premises.

2.1.1 The Owner has  granted the Manager a mandate to procure Guests for the Premises on the terms and  conditions set out in this Agreement.

2.1.2 The Guest wishes to occupy the  Premises during the Occupation Period.

2.1.3 This Agreement contains the contractual terms agreed upon between the Parties.

2.2  Reservation of Premises

The  Parties agree  that  in consideration for  the  reservation of the  Premises, and  in order to secure this  reservation, the  Guest must complete and  transmit a booking form to the  Manager and  shall pay  to the  Manager the  Deposit Amount stipulated in the Reservation Confirmation. The  reservation shall not be considered confirmed until such time as the  Manager confirms that  the  deposit has  been received and  that  they are happy to accept the Guest.

2.3  Cancellation

The  Parties agree that  should the Owner, or the Manager on behalf of the Owner, cancel this Agreement as a result of a breach of the Agreement by the Guest, or the Guest cancels this Agreement for any reason whatsoever, subsequent to the payment of any amount payable by the Guest in terms of this Agreement, then the deposit shall be governed by the terms and conditions stated below:

(a) If the Guest requests a cancellation the following cancellation fees will apply:

  • For bookings cancelled more than three months prior to arrival date a 20% cancellation fee is charged.
  • For  bookings cancelled between 90 and 60 days of arrival date a cancellation fee of 35% of the Rental is charged.
  • For bookings cancelled between 60 and 30 days of arrival date a cancellation fee of 50% of the Rental is charged.
  • For bookings cancelled less than 30 days from arrival date a cancellation fee of 100% of the Rental is charged.
  • Refunds and waiver of cancellation policies are at the discretion of management and the ability to find alternative Guests timeously. We advise all clients to obtain cancellation insurance.

2.3.1 If the Premises should be unsuitable for occupation as a result of a force majeure, the Manager shall be entitled to cancel the reservation Agreement; and the Manager shall reimburse the Guest a pro rata  portion of the Rental for the period that the Premises were rendered uninhabitable.

2.3.2 If before or during the Occupation Period, the Manager should cancel this Agreement or the Guest should cancel the reservation Agreement as a result of a breach of any of the  terms of the Agreements by the Owner, the Manager shall reimburse a pro rata portion of the Rental for the period that the Guest did not occupy the Premises;

2.3.3 Notwithstanding anything to the contrary herein contained, should the Premises, for any reason whatsoever, not  be suitable for occupation by the Guest, resulting in the cancellation of this Agreement, the Guest hereby agrees to authorize the Manager to arrange such alternative accommodation (on the same or similar terms and  conditions contained in this Agreement) for the duration or remainder of the Occupation Period.

2.3.4 The Parties further agree that the Manager shall not be liable in any manner whatsoever for any inconvenience and/or loss that the Guest may suffer as a result of any such relocation;

2.3.5 The Manager shall use its best endeavours to arrange alternative accommodation that is substantially similar to the Premises;

2.3.6 The costs of any such relocation and alternative accommodation arising from a force majeure shall be settled from the Rental paid and should such funds not be sufficient to cover such costs, the balance will be for the Guest’s account.

2.3.7 The costs of any such relocation and alternative accommodation arising from the Owner being in breach of this Agreement shall be settled from and limited to amount of the Rental funds paid.

  1. Breach

If any  party commits any  breach of any  of the  terms and conditions of this Agreement (“the defaulting party”) then the remaining party (“the aggrieved party”) shall be entitled to give the  defaulting party 24  (Twenty Four) hours notice to remedy such breach, and if the defaulting party fails to comply with such notice then the aggrieved party shall be entitled, but not obliged, without prejudice to any other rights which the aggrieved party may have in law, including the right to claim damages, to cancel the Agreement; or claim immediate performance and/or payment of all the  defaulting party’s obligations in terms hereof.

Should the  aggrieved party institute action against the defaulting party pursuant to a breach by the defaulting party of this Agreement, then without prejudice to any of the rights which the  Owner may have, the aggrieved party shall be entitled to recover from the  defaulting party all costs incurred by it including legal costs (on the scale as between attorney and own client), tracing fees and such collection commission as the aggrieved party is obliged to pay to its  attorneys.

  1. General

No alteration, cancellation, variation of, or addition hereto shall be of any force or effect unless reduced to writing and signed by all Parties to this Agreement or their duly authorized representatives.

This Agreement cancels and supersedes the terms and conditions of all prior negotiations and Agreements between the Parties.

This document contains the entire Agreement between the Parties relating to these presents and no party shall be bound by any undertakings, representations, warranties, promises or the like not recorded herein.

No indulgence, leniency or extension of time which any party may grant or show, shall in any way prejudice such party or preclude it from exercising any of its rights in the future.


APPENDIX 1 – Terms and Conditions of Occupation

  1. Conditions of Reservation

1.1 The  reservation of the  Premises shall only be  confirmed once  the  deposit payment is received (to be effected by electronic transfer or as  otherwise agreed by the Manager) and once the booking has  been vetted and  acknowledged as confirmed by Total Stay

1.2 Should the full rental not  be paid by the final payment date and should the Guest not pay the full rental within 24 (twenty four) hours of receiving written notice from the  Manager that such amount is due  and  payable, the  Manager shall be entitled to cancel this agreement on behalf of the Owner.

1.3 The check-in time for the Premises shall be at or after 14h00 on the occupation date and the checkout time shall be at or before 10h00 on the termination date. After hours check-ins incur an additional charge as per  the  reservation confirmation.

  1. Refundable Breakage and Security Deposit

2.1 The  Guest hereby agrees to pay a refundable breakage and security deposit on arrival at the Premises. Accordingly, the Guest undertakes and agrees to sign any documentation required by the Manager in order to freeze the breakage and  security deposit. Upon the  expiry or earlier termination of this agreement, the Manager shall be entitled to debit the Guest’s Credit Card with any amount owing by the Guest to the Owner for any reason whatsoever, and thereafter refund any remaining funds frozen as security. All breakages will be charged at their replacement cost plus and additional charge to absorb administration costs. The Guest hereby authorizes Total Stay to utilize their deposit funds where necessary to cover any breakages or damages to the Premises.

2.2 The Guest may under no circumstances whatsoever set-off monies owing by him under  the agreement against the breakage and security deposit.

2.3 Should the Guest cancel the agreement at any time after the occupation date but prior to the termination date, the deposit shall be released to the Guest within 21 (twenty one) days of such cancellation, less any deductions contemplated in terms of the above clauses.

  1. Guest’s Duties, Rights and Obligations

3.1 The Guest shall –

3.1.1 allow the  Manager, at all reasonable times, permission to enter the Premises to inspect same in order to view  the condition and state of repair thereof;

3.1.2 not sub-let the whole or any part of the Premises to any  third party save with the express written permission of the Manager, which permission may be withheld at the Manager’s sole and absolute discretion;

3.1.3 not make any alterations or additions to the  Premises;

3.1.4 not do, or omit to do anything, which could damage the Premises, or render any insurance policy in respect of the  Premises void or voidable;

3.1.5 refrain from doing anything which is illegal and/or causing any noise or nuisance that would in any way disturb the quiet and peaceful occupation enjoyed by the neighbours of the Premises;

3.1.6 comply with the rules of the Body Corporate (if applicable);

3.1.7 use the Premises (including, but not limited to, the garden and/or any portion of the land upon which the  Premises is situated) only for residential accommodation and the parking bays only for the parking therein of  a  motor vehicle;

3.1.8 bear all outgoing telephone call charges in respect of the Premises with effect from the occupation date. All  such telephone charges shall be determined by deducting the telephone meter reading as at the occupation date from the  telephone meter reading as at the  termination date. It is recorded that all telephone calls are charged at the  prevailing Telkom rates as they may be from time to time;

3.1.9 keep and  maintain the interior of the  Premises in good order and  condition;

3.1.10 make good any damage caused to the Premises by the Guest of any visitor of the Guest;

3.1.11 notify the Manager in writing, within 24 (twenty four) hours after the occupation date, of any defects in the Premises, failing which the Guest shall  be deemed to have  acknowledged that the Premises was received in good  order  and condition. The  Manager undertakes to  remedy such  defects (if  any) as  soon as  is reasonably possible;

3.1.12 notify the Manager in writing, within 24  (twenty four) hours after the occupation date,  of  the  absence of  any of  the  items on  the  inventory, failing which the  Guest shall be deemed to  have  acknowledged that  the  inventory is true  and  correct;

3.1.13 not cede and/or delegate any of his rights and/or obligations under this agreement;

3.1.14 ensure that refuse does  not  remain on or outside the  Premises, save in the place provided therefore 

3.1.15 not keep any animals or pets on the Premises;

3.1.16 not make duplicates of any of the  keys in respect of the Premises, and shall on termination of this  agreement, forthwith deliver all  keys (including any duplicates thereof) and  remote control units to the  Manager. For lost keys,

fees are applicable at a rate determined by the individual property owner.

3.1.17 on termination of this agreement, return and  deliver to the Owner the Premises in good order and condition (fair wear and  tear excepted); and

3.1.18 bear the  costs of any additional services requested by the Guest and provided by the Owner and/or Manager which services are not recorded in this Appendix 1.

3.1.19 not use  the  property for any purpose other than standard rental accommodation. Any alternative usage (such as a venue for an event or as a film location) must be agreed in writing with the Manager, prior to occupation, and may be charged at an  additional rate.

3.1.20 The Guest undertakes to advise the Manager, as soon as is reasonably possible, of any  intended increase in the  number of occupants who are  to occupy the Premises at any time during the  occupation period, as well as the  duration of their proposed occupancy of the Premises. It is recorded that  any  such additional occupants shall only be entitled to occupy the  Premises with the express written consent of the  Manager, which consent may be withheld by the Manager in its sole and  absolute discretion and  upon payment of the  additional charge per person as set out  in the Schedule.

3.1.21 If the Guest wishes to extend the occupation period, and subject to the Premises being  available, this can be  arranged with the Manager for an agreed additional rental. Such  additional rental shall also be required to be paid  in advance and the deposit shall not be used to pay for such additional rental.

3.1.22 Should the Guest be an alien as defined in terms of the Alien  Control Act 96 of 1991, he/she warrants that  he/she is in possession of a legal permit issued in terms of said act, which qualifies him/her to rent the Premises. The  Guest hereby indemnifies the  Manager and the Owner against any penalty and/or fine arising from such breach of the Guest’s warranty contained in this clause.

  1. Owner’s Duties, Rights and Obligations

4.1 The Manager, duly authorized by the Owner, reserves the right to terminate any bookings/stay, should the  Guest/occupant behave in a manner, which in the Manager’s sole and  absolute discretion, is unacceptable or offensive.

4.2 The Owner undertakes to, at its own cost, and for the duration of the occupation period –

(a) ensure that the Premises (including all contents therein) is adequately insured against damage, destruction, and/or any loss which the Owner may suffer as a result of theft or break-in during the occupation period. This insurance should include SASRIA, malicious and accidental damage;

(b) ensure that the Premises is let with all the furnishings, fittings, appliances, equipment and amenities represented by the Owner as being  on or forming part of  the Premises;

(c) provide a pool service (where necessary) not less than once a week;

(d) provide a gardening service (where necessary) not less than once a week.

(e) the Premises shall be made available in a good and clean condition and all fittings, appliances, equipment and amenities shall be in sound and good working order.

4.3 The Owner further undertakes to and in favour of the Guest that  it has  and/or will, as soon as is reasonably possible, advise and/or inform the Guest, via the Manager, of any facts and/or changes in circumstances which are  material to, and/or may affect the Guest’s use and enjoyment of the Premises. This includes, but is not limited to, any alterations or changes to the Premises or neighbouring properties (including renovations, refurbishing, constructions or reconstructions) which may in any way or manner inconvenience, dissatisfy and conflict with the original expectation of the Guest.

  1. Manager’s Duties, Rights and Obligations

The Manager shall:-

5.1 provide a cleaning service on relevant days as per marketing;

5.2 ensure that linen is changed on relevant days as per marketing;

5.3 ensure that guest relations staff are available to the Guest to attend to respond to queries, within a reasonable amount of time, in person or via telephone;

  1. Guest’s Authority

6.1 The Guest hereby warrants to and in favour of the Owner and the Manager that he/she is duly authorized to enter into the reservation agreement and to bind the occupants to the terms and conditions of occupation as set out herein.

6.2 The Guest assumes full responsibility for the obligations of the occupants under this agreement.

  1. Non-Liability of Manager

For the avoidance of any  doubt it is recorded that the Manager is acting as Manager for the  Owner and, accordingly it is agreed that neither the Owner, nor the Guest, shall have any claim against the Manager/Agent arising out of, or pursuant to, the provisions of this agreement.

  1. Jurisdiction

8.1 This  agreement shall be interpreted and governed in accordance with the laws of the Republic of South Africa. The parties hereby consent to the non-exclusive jurisdiction of the High Court of South Africa, Cape of Good Hope Provincial Division.

8.2 Notwithstanding the provisions of 8.1 above, the Guest hereby, in terms of section 45 of the Magistrates Court Act 32 of 1944 (as amended), consents to the jurisdiction of the Magistrates Court in respect of any action or proceedings which may be  instituted against him/her in terms of or arising out of this agreement.

  1. Indemnification

9.1 The Guest herewith indemnifies the Owner and the Manager/Agent in respect of any claim whatsoever for any  loss, damage, claim, theft, accident or injury to the property and/or person of the Guest or any other person in occupation of the Premises pursuant to the provisions of this agreement, or his/her relative or any third party arising out of the occupation of, or occurring at the Premises during the period which the Guest/ occupants remain in occupation of the Premises. The Guest shall not have any claims of any nature against the Manager or the Owner for any loss, damage or injury which the Guest may directly or indirectly suffer (even if such loss, damage or injury is caused through the  negligence of the  Manager or the Manager’s servants or employees or the Owner) by reason of any  latent or patent defects in the Premises or fire in the Premises or theft from the  Premises or by reason of the  Premises or any  part  thereof being in a defective condition or state of disrepair or any particular repair not being effected by  the Manager or the  Owner timeously or at all or arising out of any defect in the water, gas or electricity supply to the  Premises or arising out  of vis major or any other cause either wholly or partly beyond the  Manager’s control or the  control of the  Owner or arising from any other cause whatsoever. The Guest undertakes to pay to the  Manager or the Owner an amount equal to any claim made against the Manager or  the Owners by anyone for any loss, damage or injury suffered in or on the Premises in consequence of any act or omission by the Guest or any  persons under the Guest’s control. The Guest indemnifies the Manager and the Owner from any constructional work happening around but  not on the “Premises’.

9.2 The Guest herewith accepts liability for all minors and all visitors to the property.

Annexure 1.

1. Detailed description of goods and/or services Total Stay (PTY) Ltd t/a Totalstay is a business in the hospitality industry that manages and operates self-catering apartments, homes guest houses, backpackers and aparthotels on behalf of their clients.

2. Delivery policy
Subject to availability and receipt of payment, requests will be processed within 1 days and delivery confirmed by way booking confirmation.

3. Refunds policy
The provision of goods and services by Total Stay (PTY) Ltd is subject to availability. In cases of unavailability, Total Stay (PTY) Ltd will refund the client in full within 30 days. Cancellation of orders by the client will attract a variable % administration fee (case by case). These terms are binding as per the guest booking and there shall be no variation.

4. Customer Privacy policy
Total Stay (PTY) Ltd shall take all reasonable steps to protect the personal information of users. For the purpose of this clause, “personal information” shall be defined as detailed in the Promotion of Access to Information Act 2 of 2000 (PAIA). The PAIA may be downloaded from: http://www.lawsofsouthafrica.up.ac.za/index.php/current-legislation.

5. Payment options accepted
Payment may be made via Visa, MasterCard, Diners or American Express Cards or by bank transfer into the Total Stay (PTY) Ltd bank account, the details of which will be provided on request.

6. Card acquiring and security
Card transactions will be acquired for Total Stay (PTY) Ltd via PayU & PayGate (Pty) Ltd who are the approved payment gateway for all South African Acquiring Banks. PayU & DPO PayGate uses the strictest form of encryption, namely Secure Socket Layer 3 (SSL3) and no Card details are stored on the website. Users may go to www.payu.co.za or www.paygate.co.za to view their security certificate and security policy.

7. Customer details separate from card details
Customer details will be stored by Total Stay (PTY) Ltd separately from card details which are entered by the client on DPO PayGate’s secure site. For more detail on DPO PayGate refer to www.paygate.co.za.

8. Merchant Outlet country and transaction currency
The merchant outlet country at the time of presenting payment options to the cardholder is South Africa. Transaction currency is South African Rand (ZAR).

9. Responsibility
Total Stay (PTY) Ltd takes responsibility for all aspects relating to the transaction within its control, including sale of goods and services sold on this website, customer service and support, dispute resolution and delivery of goods.

10. Country of domicile
This website is governed by the laws of South Africa and (Your Company) chooses as its domicilium citandi et executandi for all purposes under this agreement, whether in respect of court process, notice, or other documents or communication of whatsoever nature: 68 Bree Street, 8th Floor Bree Castle, City Centre, Cape Town, 8001.

11. Variation
Total Stay (PTY) Ltd may, in its sole discretion, change this agreement or any part thereof at any time without notice.

12. Company information
This website is run by a private company based in South Africa trading as Total Stay (PTY) Ltd and with registration number 2015/122210/07
and directors.

13. Total Stay (PTY) Ltd contact details
Company Physical Address: 68 Bree Street, 8th Floor Bree Castle, City Centre, Cape Town, 8001. Email:
Telephone: +27 21 286 0672