Welcome to RoomWave Ltd! This document provides essential information about our online reservation system, along with our Terms & Conditions. Please ensure you read these Terms & Conditions before making a booking with us. By accessing our product via the Online Reservation System, XML, and/or traditional methods, you agree to be bound by these terms.

General Information

RoomWave Ltd. reserves the right to change and modify these terms and conditions at any time without prior written notice. Any changes will not affect existing bookings unless stated.
The RoomWave Ltd. Online Booking System is for individual bookings (up to 9pax). It enables you to book single, double, triple, or quadruple rooms.
The Hotel has the right to cancel bookings made for more than 9 pax from the same agent and similar dates and/or to modify rates and booking conditions.
During fair periods or specific events, the maximum number of passengers rule does not apply, and the hotel has the right to cancel and modify rates and booking conditions after the confirmation.
We do not accept abuse of the system. The reservations are accepted from RoomWave Ltd. on the basis of Good Faith. RoomWave Ltd. does not allow the holding of rooms for reselling and reserves the right to cancel any bookings made for this purpose.
You accept financial responsibility for all transactions which you make, including liability for fraudulent bookings.
RoomWave Ltd. does not accept the use of the system for rate comparison.
If no bookings have been made in a period of 5 months, RoomWave Ltd. reserves the right to terminate the contract in place.
All of the information presented on the website is exclusive for the use of RoomWave Ltd. and cannot be copied, printed, or shared with a third party without the authorisation of RoomWave Ltd.
All of the hotel information is to give you a general idea about the hotel. RoomWave Ltd. cannot be held responsible in any way if the results are inaccurate or incomplete. RoomWave Ltd. will ensure that all the information is up to date but cannot be held responsible for any errors which may arise. Your use of the system shows that you accept this limitation of liability.
You will be solely responsible for payment of bookings implemented through our website.
When signing up to RoomWave Ltd., the email provided will be used for all communications regarding bookings made through the system, so it is your responsibility to provide the correct email address.
Any communication regarding bookings made through the system will be done through the system itself, and a notification will be sent to the e-mail address provided in the system. Therefore, it is your responsibility to check the RoomWave Ltd. system constantly for updates.
You must give accurate information to all passengers when placing a booking with RoomWave Ltd.
If you do not book with the correct names, RoomWave Ltd. reserves the right to cancel the booking and/or impose a show/cancellation on behalf of the hotel.
RoomWave Ltd. cannot guarantee the actual bedding type in the room or any special requests, such as a non-smoking room. It will forward such requests to the hotel, but they will be subject to availability at the time of arrival.
The hotel star rating mentioned in our system is the one provided by the hotel itself, and it can change at any time. RoomWave Ltd will work to ensure that the star rating is correct, but it is up to you to make sure the information is accurate, as we cannot be held responsible.
Late arrival: RoomWave Ltd. should be informed if clients are arriving a day or more after the check-in date. We guarantee the Client’s room for the first night. Any arrivals after this time will be subject to availability.
Visa: RoomWave Ltd. can assist the client in submitting a confirmation letter; however, we work on an allotment basis, and therefore, at times, hotels may not have the guest's name in their system until a few days before arrival.
Direct Charges: If Hotel charges the guest for the whole reservation and/or for services which are included in the reservation (such as breakfast, extra bed etc.), the client will need to submit the proof of the charges to RoomWave Ltd. in order to claim the refund.

Rates

Rates are confidential and must not be disclosed or used in negotiations with a hotel/supplier or third party.
RoomWave Ltd. reserves the right to amend all rates quoted in the event of any changes in Government taxes. Any such charges will affect new and existing bookings for passengers who have yet to stay at the hotel or utilise the service booked.
Please note that rates are as displayed on our booking system at the time of booking. Any alternative rates we quote will be advised in writing and are subject to availability and reconfirmation at the time of booking. Rates that result from an obvious error or omission will not be honoured, but the booking may be retained at the correct rate if requested.
The rates displayed on the RoomWave Ltd. system are valid for leisure use only. If the client of the agency is not travelling for leisure purposes and if it becomes known, RoomWave Ltd. cannot be held responsible if the hotel charges at the rack rate or a higher rate than the one booked. The hotel has the right to cancel the booking if the passenger is attending any conference, congress, convention, trade fair or special event and if they consider that the agent is blocking rooms over one of these mentioned periods.
The rates displayed on the system do not include local, city or tourist taxes, which are payable directly at the hotels. City tax information may be displayed on the remarks part of the voucher. If you have questions about the city tax please contact our reservations team via the online booking

messaging system.

Client Nationality

The passenger's nationality (as shown on the passport held) must be entered at the time of booking. The rates and hotels displayed at the time of search are then relevant to the nationality of the passenger. Any incorrect information you provided may result in the hotel not honouring the booking on arrival at the hotel and/or additional costs. RoomWave Ltd. will not be held responsible for any incorrect information entered or additional costs arising from this.
Please note that the hotel may also enforce a residency restriction on a rare occasion. This will be reflected under the ‘Important Information’ section before confirming the booking. You are urged to check this before proceeding with the booking, as RoomWave Ltd. cannot be held liable for any incorrect information. In the event that any financial loss is incurred, it will be covered by the customer directly with the hotel or by the agency to RoomWave Ltd.

Resort Fees

Resort fees are charged directly by the hotel. Therefore, RoomWave Ltd. cannot be held responsible for any charges requested by the hotel.

Extra Charges Made by the Hotel

RoomWave Ltd. has no responsibility for extra charges such as parking fees, mini fridge, safety box, television remote, sauna, swimming pool use, etc. Such charges should be paid by the client directly to the hotel.
RoomWave Ltd. will inform clients about supplements such as gala dinners or compulsory dinners during festive seasons when the hotel notifies them. However, RoomWave Ltd. cannot be held responsible for such supplements implemented by the hotel.

Fair Periods

During fair periods, Exhibitions, Sporting Events etc. our prices may be closer to those rack rates of the hotel. We advise informing the client that the price paid may sometimes be higher than that portrayed by the hotel, to avoid dispute.
Should any such date periods change or new rates apply these will be confirmed at the time of booking and invoiced at the applicable rate. The agent must therefore check with your client to pay the increased price. If not then you should cancel or amend the booking.
Occasionally, the agent may be asked for prepayment of the entire stay. If such prepayment does not reach us within the discussed dates, RoomWave Ltd. reserves the right to cancel the reservation without issuing further warnings.
Some hotels may stipulate that bookings during Fair periods and/or high season are for a minimum stay. Once accepting the booking, you will be liable for all the nights, whereby no refund will be given. If cancelling or departing earlier full charges will apply.
For the agent to hold space, bookings for Trade Fairs and special Events must not be made with fictitious names. Hotels may reject bookings made with abbreviations like TBA.
During fair periods, some hotels will not accept bookings for more than 3 rooms for the same period. If this is the case, RoomWave Ltd. will inform you accordingly after the booking has been

made

Emission of Hotel Vouchers

The system permits you to issue vouchers relative to your reservation(s): they may be personalized with your company logo. However, all other details must remain unchanged from those issued automatically by the system, mentioning the supplier’s name that will provide the payment for the room. All payments for extras are to be collected from the passenger.
In the event that RoomWave Ltd. receives an invoice from the Hotel /Supplier with additional nights than originally booked with us, we will invoice you accordingly.

No Show and Early Check-Out

In the event of a no-show or early check-out, a charge of up to 100% of the entire reservation cost may apply. The amount can be up to 100% of the booking, and it will vary between hotel and supplier.

Cancellations and Amendments

Unwanted reservations must be cancelled directly on the website, and each reservation's cancellation policy can be found on the system. The acknowledgement in return will be the confirmation of cancellation via the messaging system or via XML.
Cancellations after the deadline will result in an invoice for the amount stated in the cancellation policy at the time of booking.
You or your customer are not allowed to cancel or amend directly with the hotel. Any cancellations or amendments made directly with the hotel are not considered valid. Using the online messaging system, you should make all the cancellations or amendments and/or early checkouts with RoomWave Ltd’s authorisation.
During fair periods, the cancellation terms may vary. Please pay particular attention to these cases.
Any amendment is on request and is not guaranteed.
In some cases, a decrease in the number of nights can increase the overall booking price (if there is a promotion, e.g., 3 nights and pay for 2 or stays including a particular day of the week).
Any amendments may be considered as a new booking by the hotel/supplier; therefore, there may be a change in the daily rates. In this case, RoomWave Ltd. will reflect the changes to

you.

Book outs

In cases where the hotel booked is included, but not limited to, closed, overbooked or has maintenance problems and cannot provide the rooms booked, RoomWave Ltd. is responsible for providing an alternative hotel in the same category as the original hotel.
RoomWave Ltd. cannot be held responsible for any losses incurred by the relocation as it is beyond the control of RoomWave Ltd.
RoomWave Ltd. will also aim to provide a better alternative and/or compensation whenever possible but this is not contractual in the case of a book out.
RoomWave Ltd. . will contact you through a message in the system as soon as they are made aware of the hotel/supplier's relocation to RoomWave Ltd. However, some hotels may relocate the bookings at the time of check-in, so in this case, it is beyond RoomWave Ltd’s control. RoomWave Ltd. will do its utmost to help your guests at this time.
For on spot relocation, You or your passenger(s) MUST inform RoomWave Ltd. in the event of any hotel discrepancy upon arrival and must wait for RoomWave Ltd. to confirm an alternative. Failure

to do so may affect future complaints or any compensation settlement.

Pending and On Request Reservations

In some cases the hotel is available at the time of search but at the time of booking it may no longer be available and it may appear as pending. In this case RoomWave Ltd. will aim to confirm this booking as soon as possible but it is not guaranteed.
A booking is considered confirmed only when the status appears as confirmed on the RoomWave Ltd. Online Booking System.
RoomWave Ltd. will get back to you regarding your on-request reservations within 48 hours and will aim to reconfirm it. If it is not possible to confirm the reservation we will advise you to rebook an alternative hotel.

Confidential Information

All the prices displayed on the RoomWave Ltd. website are strictly confidential and must not be disclosed or used in negotiations with a hotel/supplier or third party.
Both RoomWave Ltd. Ltd and the client shall keep confidential any information disclosed to it by the other and neither party shall disclose any such information to any third party, save any officer, employee or contract staff during the time working for the party concerned who may reasonably need to know it.
Both RoomWave Ltd. and the client undertake to inform the other party as soon as is reasonably possible if they become aware of or suspect that any confidential information belonging to the other has come to the knowledge of a third party.

Payments

We accept Visa, MasterCard and American Express

As a prepayment/credit card client, payment must be made BEFORE the cancellation deadline. If you intend to pay by bank transfer, the money must be in our account BEFORE the cancellation deadline. If the money is not received in our bank account by 17:00pm CAT (Central African Time), the RoomWave Ltd. online booking system will automatically cancel the booking.

You must bear all bank charges and the cost of transmitting payment, including intermediary bank charges where applicable. RoomWave Ltd. will only cover costs incurred by our bank.

If you are a Credit Client please refer to your agreement.

Responsibility

RoomWave Ltd. . functions as an intermediary. We will not be held responsible for any damage that could derive to you or your passengers from catastrophic events, floods, earthquakes and all those situations and conditions that cannot be linked to our company as acts of negligence.

Complaints

In case of an emergency or if you or your passenger has a problem at the hotel/with a transfer then you or your passenger need to call us on +27 83955 8888
Please note that we will NOT consider any complaint/refund if you do not call the above number in case of problems with our services while the passenger is in-house or on-site. Please make sure your client and passenger also have our emergency number.
In case of disputes, the complaint should be sent to us in writing within 15 days of the check-out day and only if you or your passenger previously called the RoomWave Ltd. emergency phone at the time of the problem, informing our team of the issue, After this deadline nothing else will be taken into consideration.
If the client leaves the hotel before the check-out date, an invoice will be issued for the full stay and if the hotel confirms a reduction, it will be our responsibility to issue a credit note for the amount to refund. It is compulsory for the client before leaving the hotel to ask for a written declaration that states the exact date in which the stay was terminated and the hotels stance on carrying out a refund. This document should be presented to RoomWave Ltd. in order to get the

refund for the unused nights.

RoomWave Ltd. does not take responsibility for the quality of the hotel booked. Any complaints relating to hotel facilities, standard or quality need to be brought to the attention of the hotel management at the time of stay at the hotel. This way the hotel can be given the opportunity to try and rectify the problem. If this has been done and the passenger has not received a satisfactory resolution to the problem please contact RoomWave Ltd. If an offer or reduction has been made by the hotel where RoomWave Ltd. is required to resolve the issue later, the passenger will need

to provide proof of this in writing endorsed and signed by the hotel.

For post-travel complaints, it may take up to 30 days for a resolution.

Hotel Information and Facilities

RoomWave Ltd. works very hard to provide the most up-to-date and correct hotel information, but because of reasons beyond our control, we cannot be held responsible for the hotel information, pictures, or facilities displayed on the website.
Please do not hesitate to contact us or the hotel if any facility or a feature is important for the stay. Otherwise, RoomWave Ltd. cannot be held responsible.
Hotel maps in the system are for information purposes only. For accurate information please refer to the hotel's address in the voucher. For directions to the hotel and complete location

information, you are advised to contact the hotel directly

In order to provide you with the best available rate and an extensive hotel portfolio, RoomWave Ltd. has access to different wholesalers, providers and hotel chains. On a rare occasion, a hotel mapping issue may arise where the hotel displayed on the search stage is replaced by a different hotel at the booking/confirmation stage. You must pay attention to the hotel booking page and on the confirmation page to ensure you are booking the correct hotel.
It is your responsibility to check all the booking details (hotel name, hotel address, dates, room type

etc) are correct before and after completing the booking.

Force Majeure

RoomWave Ltd. regrets that we cannot accept liability or pay any compensation where the performance of the system is disrupted, or our obligations under this agreement are prevented or

affected by ‘Force Majeure’

Force Majeure means any event that RoomWave Ltd. or the service supplier could not foresee or avoid, even with due care. Such events include, but are not limited to, war, threat of war, civil strife, extreme weather conditions, natural or manmade disasters (and all similar events outside our control).

Termination

RoomWave Ltd. reserves the right to withdraw access to our product, whether via the online booking system, XML or white label, with immediate effect in case of a breach of these terms and conditions.

Transfers & Activities

Once a transfer or Activities booking is completed, a voucher with the reference number will be provided. The voucher must be printed and presented as proof of reservation. The voucher will contain all the necessary information in order to reach the boarding/meeting point. It will also contain a contact telephone number for checking the booking and informing about contingencies.
The destination and pick-up addresses on the voucher are the addresses where the passenger will be dropped off and picked up.
We will issue a voucher for each booking successfully completed on the website displaying the passenger’s journey details (as provided by you), supplier’s details, and the unique voucher number. It is your/your passenger’s responsibility to check the booking details on the voucher and to inform us if there are any errors.
Please make sure the correct hotel and flight details are entered. RoomWave Ltd. will not be liable in the event the information is entered incorrectly
RoomWave Ltd. will not assume any responsibility for omissions and typo errors, which may result in any interruption of the service.
Where possible and if notified by the supplier we will contact you to advise if incorrect information has been provided on the booking so that you have the opportunity to amend these details. The cost

of the booking may increase based on any amendments made.

Booking amendments should be made on the website. Please note that amendments are subject to the supplier's booking conditions, which may charge amendment fees.
Where an airline amends the flight time and/or flight number, this can be amended without charge.
When amending the hotel name, the hotel you amend must be within the same resort area. When changing to a hotel in a different resort the booking must be cancelled and a new

booking placed to the correct resort. Cancellation charges may apply.

Cancellations must be actioned online and may be subject to cancellation fees.
It is your/your passenger’s responsibility to utilize all options available to confirm your resort pick-up time. These options are located on your voucher. This may not be supplied if you/your passenger fails to reconfirm the departure service. If you/your passenger moved the hotel in the resort to another hotel within the same area, the return pick-up must be confirmed with the supplier over the telephone only.
Should the transfer not arrive for whatever reason and you/your passenger has followed the procedure stipulated on the voucher by calling the transfer provider, you/your passenger should ensure that you seek an alternative method(s) to get to the airport in order to mitigate your losses. When paying for alternative methods to get to the airport please ensure that the passenger obtains a receipt(s). Please submit the receipt(s) to our Customer Services Department on the passenger’s return home for investigation with the supplier. There is no guarantee that this will be refunded however if the transfer provider is found to be at fault upon investigation you/your passenger will be refunded the cost of the alternative transport. Please note that we cannot refund any costs

without provision of a receipt.

If the passenger’s arrival flight is diverted, delayed or cancelled we recommend that the passenger contacts the supplier via the telephone numbers provided on the transfer voucher. Whilst every effort will be made to accommodate changes of this nature, this may not always be possible and will depend on the operational demands of the supplier. It may not always be viable for the driver to wait, and the passenger may have to make alternative travel plans at their own cost locally. If the Supplier can accommodate the new arrival time an additional charge may be applied.
In some destinations, your transfer/shuttle may not be able to pick you up and drop you off at the hotel door. Instead, the passenger may be dropped off or picked up at a central point within reasonable walking distance from their hotel/apartment.
Due to specific restrictions, including but not limited to, infrastructure work, traffic conditions the door to door pick up and drops off may not always be possible. Where these restrictions occur, the vehicle will stop and collect passengers from the nearest accessible point to the accommodation.
Each passenger named on the written confirmation is entitled to carry with him, on the relevant transfer, 1 suitcase which should not exceed 90cmx75cm. Carriage of baggage exceeding these measurements will be subject to available baggage hold space and may be declined. If a passenger requires baggage more than this allowance, RoomWave Ltd. must be informed at the time of the

booking as the reservation may be declined, or extra fees might apply.

Please note that we will NOT consider any complaint/refund if you or your passenger do not call the number provided in the voucher in case of problems with our services.
No reimbursement to the final consumer shall be made in the event of a 'no-show' without prior consultation and express authorization from RoomWave Ltd. will inform You of

charges payable which may vary up to 100% of the booking.

21. GOVERNING LAW

The parties hereby submit to the non-exclusive jurisdiction of the courts of South Africa for any claims or disputes.

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