FAQ

Here are some useful answers to questions we are frequently asked.
Please just contact us if you need any further details or specific arrangements made.

Airport Taxi Service


Can I do this myself at the airport or can you arrange?

Happy to, just give us your details and our friendly airport taxi service will meet you with a name board as you come into the arrivals hall. When you complete your booking form which we send simply fill in your flight details plus number of persons then we will confirm your airport pickup giving you your drivers contact number.

We can also arrange your return trip either in advance or when you are already staying with us. Check-in time is from 14:00 – 17:30 Monday to Friday and 14:00 – 15:00 weekends/public holidays. For late airport arrivals after 17:30 weekdays and 15:00 weekends/public holidays please arrange for an airport pick-up service with us and your driver will take you directly to your property. Please read "late check-in" for further details.

Journey time can vary depending on direction and rush hours. The standard time is about 30 minutes however week day mornings driving into town can take a lot longer. Please, when leaving to the airport weekday afternoons give yourself at least an hour as again rush hour traffic can take longer.

Bedding


Do I need bed linen?

No, we provide 100% cotton duvets and sheets with bed blankets and optional flat sheets if required during the hot season in all our Cape Town accommodation. All beds come with a continental pillow and two standard pillows.

How often are the sheets and towels changed? We do change bed linen every three days but if you require a shorter period then no problem. Towels are regularly changed. Do you provide baby cots?

Yes we can at a nightly rate of R85 with basic bed sheets and if you are staying longer than 5 days the charge is free from day 6.

Do you provide towels?

Absolutely, and if you do need more during your stay simply ask your housekeeper. We also provide black beach towels for you to use outside the property and do request that only these are used for sun bathing.

Do your self-catering properties have a laundry service?

Yes, simply use the laundry form in your property and follow the instructions.

Do you allow more than two people to sleep in a room? All our properties are advertised with the maximum number of people it can accommodate and unfortunately we do not allow three people to sleep in a double bed or allow sleeping on sofas.

Breakfast


Can you provide and include within the accommodation rate? As the village has so much to offer in the way of cafes and restaurants that are all within less than a couple minutes walk of our properties we do not arrange breakfast vouchers but can recommend places to suit all tastes.

Cleaning


Are your properties serviced?

Yes, a full service is done six days a week with a light service of replenishing towels, cleaning bathrooms, making beds and removing rubbish on Sunday. We do not service properties on public holidays South African Public Holidays 2017

What time do you clean?

Our housekeeping staff don’t like to disturb you too early so usually from about 10am till just after 4pm. If you do have a specific time then let us know and we will see if we can assist. Alternatively if you do not want to be disturbed on a particular day just let us know. A house-keeper assistant will also clean, water and maintain the outdoor areas; this has to happen six days a week.

Early Check-ins


If our flight arrives early can we check-in early?

If the property has not been booked the night before and already serviced then we will always do our best to get you in around 12pm. If the property does have a guest checking out then the normal 2pm check-in applies though we are happy to store luggage and give you a call if we can get you in earlier. Unfortunately our reception does not have changing facilities. We can only let you know if an early check-in is available the day before you arrive.

Entertaining


Can I invite friends around to the property? Of course, most properties have additional glasses and crockery so you can entertain a couple of friends and we do encourage you to enjoy the place as a home. All we ask is that you respect the property accordingly and make sure there is no smoking inside and that there is no more than 2 additional visitors than the property can accommodate. Management reserves the right to ask visitors to vacate the property with immediate affect should the terms and conditions not be adhered to. Guests are responsible for their visitors and liable for any costs incurred.

Extra Guest Services


What do you offer?

We can provide services such as property flowers, pre-stocked kitchens (we send you a list and we do the rest), laundry and driver day or half day tours. If you need anything else arranged we will be happy to assist or recommend.

Hire Car


Can you recommend?

Cape Town has all the major leading international car hire companies which are located at the airport and in the city. Avis and Budget are both a short 5 minute walk from our reception.

 

House-keeping


What service do you provide?

On daily rentals a house-keeper will do a standard clean weekdays, Saturday and a light service on Sunday's; we do not service on public holidays. A house-keeper assistant will also clean, water and maintain the outdoor areas. If the property requires a heavy clean due to extreme usage e.g. large dinner party then, at managements discretion, R350 heavy cleaning charge will be invoiced.

Internet Access


What service do you provide?

As an extra service, and separate to your accommodation rate, we can offer free WiFi data in your property, when available.

conditions of use:

  • by providing this free extra service we do not guarantee 100% reliability;
  • any fault or interruption in service is out of our hands being controlled by third party companies; we cannot be held liable for any WiFi interruptions caused due to a faulty third party service;
  • we will report faults to third party companies and follow up;
  • we are not responsible for data speed;
  • as an extra free service, that is not linked to the accommodation rate, there will be no compensation, discounts, refunds or alternatives offered at the cost to the company should your WiFi not work;
  • you are not obliged in any way to use this free service;
  • other WiFi access options are available in the area and Cape Town;

device access:

  • number of online devices is determined by number of bedrooms in the property plus 1;
  • you are responsible for keeping the password private at all times and responsible for not giving out the password to any non-paying guests;
  • should it be discovered that you have breached the above then you will be liable for all costs relating to re-programming all related equipment;
  • you are only allowed access to the WiFi network when occupying the property during your rental period;

fair use & fair access policy:

  • as an uncapped home account, usage and access is determined by the ISP (Internet Service Provider) and not the company;
  • in protecting the integrity of their network for all customers the ISP reserves the right and will take necessary steps to prevent improper or excessive usage;
  • during peak network times priority is given to real time activity that includes emailing, browsing etc.
  • continuously uploading/downloading or using the service for unattended automated processes such as automatic updates will be managed by rate limiting (slowing down speed) and limiting or preventing service using specific protocols or ports by the operating date company;
  • continuous excessive usage of a service may result in termination of the Home Uncapped ADSL account;
  • any attempt to bypass Shaping Policies may result in termination of the Uncapped ADSL account;
  • the ISP reserves the right to manage the integrity of their network and should network capacity not be available at any time, they assure all clients that they will do this in a responsible manner should the need arise;
  • this service is best suited for average home users with little to no high bandwidth services such as NNTP, Peer-to-Peer and Torrents (and similar but not limited to);
  • the ISP will take swift and firm action with regard using their service to send and operate unsolicited spam and junk mail activity;
  • the ISP prohibits customers using their service to harm minors, including, but not limited to, hosting, possessing, disseminating, distributing or transmitting material that is unlawful, including child pornography;
  • guests are responsible to ensure unauthorized persons or minors do not gain access or misuse this service complying to all terms.

 

Late Check-ins


How late can I check-in?

We do request, on the booking form you will receive, that you inform us of your approximate arrival time. For all arrivals after 17:30 weekdays and 15:00 weekends & public holidays please arrange in advance. Please see "Public Holidays" for more information.

If you are booking an airport transfer with us and arriving after these times then your driver will take you directly to your property.

If you are arriving in your own transport outside our reception hours then we will arrange a special late check-in where a member of our staff will meet you at our reception at 40 Napier Street; a fee of R200 per arrival time will be applicable. We will give you our out of hours/emergency mobile contact number to call half an hour in advance of you arrival so you can call to confirm with a more accurate time.

If your plans change at all to the time you have told us on your booking form please let us know in advance during our reception times.

We do ask all guests arriving late, using our airport transfer service, to come to reception the following day for us to take photo-copy(s) of your ID or passport and complete our registration; we can then provide further keys if required plus maps and WiFi details.

Late Check-outs


Can I leave later than 10:00?

We can only let you know if a late check-out is available the day before departure; this unfortunately cannot be booked in advance. 

If we can assist with a late check-out after 10am then a fee applies of R500 (low season 2017) and R700 (high season 2017) up to 16:00. After this time then a full days rate will apply and be charged.

Location


How close are you to specific Cape Town locations?

Check-out the area info section which does give a breakdown of key distances to either walk or drive.

What’s the location like? De Waterkant Village is a great place to base yourself if you want to be at the heart of the city. It is just below Signal Hill and above the V&A Waterfront, and tucked between the City Centre and Green Point.

Mobiles


Can I use my international mobile and purchase a local SIM card?

If you have a cell phone that is a SIM-unlocked GSM 900 frequency you can purchase from mobile shops and supermarkets South African SIM cards for R2-4. Due to regulations you will need to come to reception for us to give you a covering letter showing a local address plus remember to take an I.D. with you to the shop.

Parking


Is there any?

Apart from the properties with garages there is street parking available plus Cape Quarter does have secure metered parking.

Payment Methods


Do you accept credit cards? Yes, Visa & Mastercard. Can I pay by bank transfer?

Absolutely for national ZAR EFT payments, please make sure you use your booking surname as reference. We can accept international bank transfers in ZAR however please note any bank fees will be applicable to you.

If you are paying by EFT then funds need to have cleared into our account as per our deposit terms; 50% to make a booking and 50% 14 days prior to arrival or 30 days prior to arrival for Peak Season. We can only confirm a booking once funds have cleared. We do require upon check-in to take a copy of your credit card for security as per all guests.

Provisions


How close is the nearest food shop?

Cape Quarter has a large Spar supermarket as well as cash machines no more than 3 minutes walk from any property. On Somerset Road, about 5 minutes walk, there is a 24 hour petrol station with cash machines and Pick 'n' Pay Express food & drink store. Woolworths Food Store is just a 10 minute walk to Green Point.

Public Holidays


Do you clean on public holidays?

We do not service properties on public holidays; here's a link for holidays in 2017 South African Public Holidays 2017

Is your reception open on these days?

Our reception is shut on the 25th December and 1st January; for arrivals on these days all guests have to use our airport pick-up service which will take you directly to your property or if you have your own transport this driver will still meet you at your property. Please see "Late Check-in's" for further details.

For all other public holidays our reception hours are 10am to 3pm; more information on South African public holidays is available here.

Safety and Security


Is it safe?

A common question we get asked usually because most international first time visitors have only television news knowledge. Cape Town is a large metropolitan city and although you do have areas of poverty right next to wealth you basically should treat the place like any other major city and just use common sense. The same sensible practises apply in this city; do not leave visible valuable in vehicles and lock windows and doors.

The area does have it's own security (CID) which patrol on foot and in vehicles 24/7.

 

Satellite Television


What channels are available in the property?

All our properties have DSTV Compact which offers 97 television channels and 63 audio channels. Unfortunately South African DSTV account holders cannot use their own smart cards in our property decoders. For more information on channels and programming please view DSTV and select DSTV Compact. For sports fans looking for particular matches that might not be available we recommend trying out The Fireman's Arms just down the road which has a great ambience.

Tipping


What is the normal amount and where do I pay it?

At your own discretion but as a guideline - restaurants normally are around 10-12%, long taxis journey's around R10-20 max, street car guards (who are not legal so if you want to) no more than R2 and house-keeping staff is really up to you. Closer in the city there are official council parking attendants, during the day, that have machines and these you do have to pay depending on your time that you intend to park and they will come to you. Lastly, in petrol stations it is the norm for you to wait for an attendant to come to your vehicle then they will fill up and also clean you windows and take payment; we recommend giving me R2-5 tip.

Tours


Can you arrange a tour i.e. day trip to the Winelands or Cape Peninsula?

Just let us know what you are looking for and we will happily arrange. Let us know if you prefer a personal tour guide, or a driver and vehicle or if you are happy to join a small group and we will do the rest or point you in the right direction with recommendations.

Travel Regulations


What paperwork do I need if travelling with children?

Latest update:

Thursday 30th March 2017 the SA government c/o Home Affairs dept. have now announced due, to a recent increase in reported child trafficking cases, that the they will not be changing the current child travel requirements that came into effect in 2015. This is contrary to recent reports of the government announcing that changes to immigration laws were expected to be released by the end of March.

We strongly recommend you consult your agent or airline before traveling to South Africa to get the latest visa requirements.

 

Previous news:

Friday 5th February 2016 the SA government announced that Airline check-in staff no longer have to ensure that foreign passengers are carrying an unabridged birth certificate (UBC) when traveling with a minor. This was confirmed by the Department of Home Affairs (DHA) Director General, Mkuseli Apleni. However, the DHA says the UBC requirement for traveling minors is still being “strongly advised”. DHA confirmed during a media briefing on February 5 that the short-term recommended changes to the immigration regulations, which came into effect in June 2014, have been completed.  Although Apleni said the department was still looking into issuing a travel advisory that would address the recommendation on the issue of ‘strongly advising’ travelers accompanied by minors from visa-exempt countries to carry a UBC.

However since this announcement we have learnt that airlines are operating according to documentation received from the DHA dated 28th May 2015. This states that minors accompanied by both parents must have a valid passport, valid visa if required and a UBC or equivalent document. For single parents or children traveling with non-biological parents etc. this could also include additional parental consent affidavit accompanied by copies of the identity documents or passports of the parent(s) or legal guardian of the minor with contact details plus details in whose care the minor will be in South Africa. It would appear that until the DHA officially change their May regulations the travel industry is playing it safe and sticking to these rules. (15-2-2016)

Here’s a link to the full statement:

http://www.home-affairs.gov.za/index.php/statements-speeches/738-statement-by-home-affairs-director-general-mkuseli-apleni-following-an-update-session-with-tourism-stakeholders-on-the-implementation-of-cabinet-concessions-on-immigration-regulations-5-february-2016-acardia-pretoria

 

Previous History:

1st June 2015 the SA government introduced specific requirements for travel documentation with regard under 18 year old's traveling in and out of the country.

On the 23rd October 2015 the SA government announced some concessions to these regulations. These include the introduction of biometrics- photos and finger prints at ports of entry, visa-exempt countries "strongly advise to bring proof of the relation and consent from absent parents or guardians" and introducing an accredited tourism company for China, India & Russia.

As of 6th January 2016; Department of Home Affairs (DHA) said that it required time to effect announced changes. These changes stipulate that inbound tourists traveling with minors will no longer be "required" to produce an unabridged birth certificate, but "strongly advise" to have the document. "The government needs to create the proper legal instrument to effect these changes in wording and this take time," said Mayihlome Tshwete, spokesperson for DHA, adding that a task team had been appointed to implement the changes. "We're expecting to hear back from the task team by the end of the month."

Here's some useful information:

http://www.southafrica.net/za/it/news/entry/news-immigration-amendments-are-welcome-news

These details below are the original 1st June 2015 regulations and we recommend you check directly with your local South African Embassy, High Commission or S.A. Home Affairs for more details.

If both parents are traveling with children they must produce:

...an unabridged birth certificate of each child which shows details of the parents and child.

If one parent is traveling with children they must produce:

...an unabridged birth certificate.

...consent i.e. an affidavit from the other parent registered on the birth certificate.

OR

..a court order granting then full parental rights or a death certificate of other parent as registered on the birth certificate.

If an adult other than registered parent is traveling with children:

...a copy of the unabridged birth certificate.

...an affidavit from the parents or legal guardian confirming they have permission to travel with the children.

...copies of I.D. documents or passports of the parents or legal guardians.

Children traveling alone must produce:

...consent from one or both of the parents/legal guardian in the form of a letter or affidavit for the child to travel in and out of S.Africa. If only one parent gives consent then there must be a copy of a court order granting full parental responsibilities.

...a letter from the person who is to receive the child in S.Africa with residential address and contact details where child will be staying.

...a copy of the I.D. or valid passport & visa or permanent residence permit of the person receiving child in S.Africa.

...contact details of the parents or legal guardian of the child.

 

 

http://www.dha.gov.za/index.php/immigration-services/apply-for-a-south-african-visa

http://www.dha.gov.za/files/Brochures/Immigrationleaflet.pdf

http://www.dha.gov.za/files/ParentalConsentAffidavit.pdf

 

 

Water Restrictions


Are there currently restrictions in the Western Cape?

The City of Cape Town have implemented Level 5 water restrictions from 3rd September 2017 due to extended drought and while dam levels remain critically low across the whole of the Western Cape.

These restrictions apply to all residents and visitors in Cape Town and are in place to try and preserve water levels and prevent further restrictions. The council is enforcing hefty fines and higher water tariffs.

As a company we are of course trying to maintain the standards that our guests expect however we greatly appreciate every guest being water wise and conscious that water in Africa is a valuable precious commodity. Please help us and the country by turning off running taps, having 2 minute showers and not using baths. Only use washing machines and dishwashers when full, flush toilets when necessary, use shower plastic basins to capture grey water that we can use for plants and don’t run taps hot to fill kettles.

We are not allowed by law to use tap water to clean any outdoor areas and this also includes watering plants and topping up water features. Pools and Jacuzzis have to have covers and we are not allowed to top up and clean so these features, as levels drop, will no longer be available for use until these government restrictions are lifted.

We of course can only apologize for any inconvenience this might cause however understandably we have to comply to the law and help the city preserve basic water supplies.

Click here for further information on restrictions Level 5 Restrictions

 

 

 

 

 

 

 

 

 

90 Waterkant Street
110 Waterkant Street