General

Is parking provided at the Hotel?

There is street parking available at the entrance to the Hotel and in the surrounding area. We can also gladly make arrangements for your parking and add the parking cost to your guest account. Parking is not included in our quoted rates unless explicitly stated as we are not able to determine the exact cost of the parking beforehand.

Is breakfast included in my stay?

If you have booked directly through our website or by email or telephone, we will gladly include breakfast as part of your stay up to a maximum of two guests per room. We will bill any additional guests staying in a room according to our standard breakfast price.

Bookings made via a third party booking internet site are room-only bookings and do not include breakfast.

Is a shuttle service offered by the hotel?

The hotel does not operate its own shuttle service however we will gladly arrange your transfer or daily transport requirements with one of our trusted suppliers.  

We do not charge for the arrangements however there will be a fee payable to our suppliers.

Is there a beauty salon at the Hotel?

The Hotel does not have a beauty salon or spa. 

We will gladly supply you with reputable options in this regard when you enquire about the availability of these services.

What's the difference between a Double room and a Twin room?

Our spacious Double rooms have a double bed and our similarly spacious Twin rooms have two single beds. We can change the bed configuration of a room on your request. Both types of rooms are suitable for couples or two people to stay in. 

All our rooms have en-suite bathrooms. 

Is there a bar fridge in the room?

Yes, most of our rooms are fitted with a standard bar fridge and microwave as well as a kitchenette with eating utensils.

Are the rates on your website per person or per room?

Our advertised rates are quoted on a per room basis based on double (two people) occupancy unless otherwise stated.  

Single occupancy rates are available and can be seen by clicking on the applicable drop-down room price when you are making a booking on our website. You can also contact us via email, WhatsApp or telephone where we will gladly help you with any queries you may have.

Do you have laundry service?

Yes, we do. This is a next day service depending on when your laundry is made available for collection. You will find a laundry bag and pricelist in the room cupboard. 

Do you have room service?

Yes, we do. There is a room service menu in your room. 

Room service can be ordered by dialling 9 from your room phone.

From what time is breakfast served?

Breakfast service starts at 06:00 during the week and ends at 10:00. On weekends, it starts at 06:30 and ends at 11:00.

We will gladly arrange breakfast for you out of these times – just contact reception or let us know when you are making your booking directly with the Hotel.

Payments

Why do you need my credit card details?

In order to secure your booking,  we need to have your payment details. Your details are stored securely and are also subject to further security measures applied by your banking institution. 

We only use licenced, accredited and approved payment platforms for your and our security.

If you have booked through an online internet booking site, you are also required to provide your credit card details to them.

Should you wish to make payment through direct deposit or other electronic means, we are able to provide several alternatives.  

Does the hotel need a deposit or a payment in advance?

We generally require a refundable (subject to booking and cancellation terms and conditions) 50% deposit in order to secure your booking.

We strive to provide very reasonable rates and refundable deposits do allow us to pass on that benefit to our valuable clients.

I do not have a credit card. Can I still book a room?

Yes, you can. We will gladly help you with other payments options including via debit cards, electronic funds transfer, cash deposits at participating banks and Instant EFT (Paygate). 

Making a Reservation

How do I know that my reservation is confirmed?

If you have booked directly with us (and therefore qualified for breakfast to be included in your booking at no extra charge), you will receive an email with your booking confirmation number. If you do not receive an email confirmation, please check your email spam folder as it can happen that these confirmations are redirected by your email service provider.

If you have booked via an online internet booking site, we unfortunately do not have control of whether you will receive a booking confirmation but you are most welcome to phone or mail the Hotel directly so we can confirm whether we have received your booking.

Can I book a hotel room by telephone or email?

Unfortunately, bookings cannot be made by telephone only but you are welcome to contact us by telephone to speak to our reservations department who will assist you with the booking process.

Or you can email us at  reservations@innscapeoncastle.com or use our WhatsApp line and we will assist you with booking arrangements.

How many rooms can I book in one reservation?

There is no limit on how many rooms can be booked however all bookings are subject to availability and acceptable payment arrangements being made.

We recommend that for bookings of more than 3 rooms, you contact us directly so we can find the best solution for you.

Can I book a hotel for day use?

Yes, you can. If we have rooms available, we will gladly assist you. 

Or you can email us at  reservations@innscapeoncastle.com or use our WhatsApp line and we will assist you with booking arrangements. 

General Information

What are your check-in and check-out times?

Check out is 11:00 in the morning and check in is from 14:00 in the afternoon. 

Our reception desk is open 24 hours, you are welcome to contact us should you need special check in or check out times and we will try to assist you.

How can I request an early check-in or late check-out time?

Or you can email us at  reservations@innscapeoncastle.com or use our WhatsApp line and we will assist you with booking arrangements.

I will be arriving late in the evening at the hotel. Can I still check in?

You are most welcome to arrive at any time, our front desk is always open.

Unless there is a prior arrangement, we will cancel your booking if you have not arrived by check-in time on the day after your booking was due to start.

What do I do when I have a question about the room or hotel?

If you are already staying with us, please call 9 from the phone in your room.

Or you can email us at  reservations@innscapeoncastle.com or use our WhatsApp line and we will assist you with booking arrangements.

Cancellation Policy

How can I cancel or change my booking?

Please email us at  reservations@innscapeoncastle.com ,  phone us to speak to our reservations department, or speak to reception and we will try to assist you.

Please bear in mind that there may be a cancellation policy applicable depending on your booking and when you cancel your booking.

If you have not booked directly with us, you will need to cancel your booking with the booking platform where you made your booking according to their terms and conditions. 

Do I pay a cancellation fee?

There are certain cases where a cancellation fee may be applicable. 

Our cancellation policy is attached with our response to your booking enquiry and also your booking confirmation.