Need to Know (FAQ’s)

information

IS THE WILLOWS SAFE?
Yes, the resort is in fact much safer than most neighbourhoods and there has not been a serious incident at The Willows in many years.

WE PROMISE TO ALWAYS PROVIDE THE FOLLOWING SECURITY MEASURES:

  • Security guards patrol the resort at night.
  • Access into the resort is strictly controlled – under no circumstances may guests open the security gate for visitors to enter. Vehicle passes are to be displayed at all times.
  • Each unit has an alarm system which can be activated when you leave, ensuring the safety of your belongings.

HOW AND WHEN SHOULD I PAY IF I MAKE A BOOKING AND ARE THERE ANY ADDITIONAL COSTS?
We require 50% of the full stay’s payment as a deposit to secure the booking. The deposit is due within two days after you’ve made the booking. The deposit payment may be done via direct deposit and our banking details will be included on the provisional booking documentation we will send you after you’ve made a reservation. The balance of your stay’s payment may be paid at any time but is only due on arrival. The balance payment can also be via direct deposit if done before arrival, or by cash, debit, or credit card on arrival. A refundable key deposit of R 300 for a unit, Private site or Standard site is payable on arrival.

WHAT TIME IS ARRIVAL AND DEPARTURE?
Check-in time is from 14:00 on the day of arrival.
Check-out time is before 10:00 on the day of departure.

WHAT IS THE DIFFERENCE BETWEEN THE CHALETS, COTTAGES, RONDAVELS AND BUNGALOWS?
The Rondavels consist of one or more round, white buildings with thatched roofs that make up rooms and are connected to each other to form a unit. Bungalows are the same as rondavels, but the porch area has been enclosed to form part of- and make the unit bigger. The Chalets and Cottages are either face brick or plastered brick buildings with tile roofs. The Cottages, Double Bungalows and Triple Rondavel have enclosed braai areas.

IS THERE SINGLE- OR DOUBLE BEDS IN THE UNITS?
Each unit has one bedroom with a double bed and the rest are single beds. The single rondavels (2 sleepers) only have double beds. There are no sleeper couches in any of the units. The single beds are either bunk beds, or drawer beds (one single bed fits underneath the other and must be pulled out to use). We do not allow more guests in the unit than there are beds.

DOES MY BABY COUNT AS A GUEST?
Children from the age of 3 years are counted as guests and included in the maximum number of guests allowed in a unit. Camping cots (for babies under 3) are available on request (limited number available – first come first served).

HOW MANY PEOPLE ARE ALLOWED IN THE UNITS?
The maximum number of guests per unit (including children) is limited to the number of beds in the unit. All occupants must be checked-in at reception on arrival.

ADDITIONAL PEOPLE
The maximum number of guests per unit (including children) is limited to the number of beds in the unit. All occupants must be checked-in at reception on arrival.

IF I REGISTER PEOPLE ON ARRIVAL AND THEY DECIDE TO LEAVE, AM I ABLE TO REPLACE THEM WITH OTHER PEOPLE?
Unfortunately not, only the guests that are registered on check in will be allowed in the resort, no swapping of guests will be allowed.

CAN I PLAY MUSIC INSIDE OF THE RESORT?
No loud music, music played from vehicles or rowdiness will be tolerated. Guests not respecting this rule will be asked to leave the
resort. NO MUSIC allowed after 22:00.

DO YOU GIVE DISCOUNT TO PENSIONERS?
A pensioner’s rate will apply when you are over the age of 60. Pensioners do get 10% discount if staying in a unit or 50% discount when staying on a camping/caravan site. This discount is given on condition that there are only two guests of whom at least one is a pensioner. If more than two people, all the guests must be pensioners. This discount does NOT apply during our in- and peak season periods. Discount cannot be given during or after the stay and MUST be arranged prior to or on arrival. Pensioner cards or ID documents must be presented on arrival. Pensioner discount cannot be given in conjunction with any other discount/special offer. Whichever is the greater of the discount offers will be applicable.

DO YOU ALLOW TENTS IN THE CARAVAN PARK?
Tents or Caravans may be used at the camping sites. “Army” or “circus” tents are strictly NOT allowed. There may only be one caravan per site, but as many tents as desired may be put up if there are not more than six people on the site.

IS THERE ELECTRICITY AND WATER AT THE SITES? IS THERE GRASS ON THE SITES?
All the sites are equipped with power points, and fresh running water is available close to each site. All the Private sites and few of the Standard sites are paved, while the rest of the standard sites are all grassed.

WHAT IS THE DIFFERENCE BETWEEN THE PRIVATE AND STANDARD SITES?
Each Private site has its own lockable ablution and scullery facility, while there are two communal ablution blocks in the Standard Caravan Park.

WHAT IS THE DIFFERENCE BETWEEN THE FRONT AND BACK SITES?
The front sites are sea facing and most have a partial sea view. Most of the back sites are more sheltered against the wind. Not all the sites have hedges in between them.

ARE THERE TV’S IN THE UNITS?
Yes, each unit has a TV with OpenView. Super Sport channels are shown on a flat screen in the games room.

MUST I BRING MY OWN LINEN?
No, bedding and bath towels are provided in all units. Guests must however, bring their own swimming towels.

ARE THERE KITCHENS IN THE UNITS? ARE THE BATHROOMS INSIDE OR OUTSIDE THE UNITS?
Yes, each unit has a very well-equipped kitchen. All the necessary appliances and items are provided, e.g., fridge, stove/oven, microwave, kettle, toaster, cutlery, crockery, pots & pans, and utensils. Dishwashing liquid, a washing cloth & dish towel are also provided. All the units have bathrooms inside with a toilet, basin and a shower.

ARE WE ALLOWED TO HAVE VISITORS AT THE WILLOWS?
Yes, we do allow a maximum of 5 guest visitors per unit or site. A fee is payable, and guests must leave the resort by 23:00. No more visitors will be allowed entry after 20:00. Guests must sign their visitors in at reception when the visitors arrive.

MAY I BRING MY PET ALONG?
An application form must be completed and approved PRIOR to arrival. Strictly no pets are allowed at our resort during the in- and peak season periods. Our management only approves small breeds. A fee will be applicable which can be confirmed with our offices. Pet owners must, at all times, abide by the rules received on arrival. The resort reserves the right to impound pets that cause continuous problems or are a nuisance. Please report any pet related problems to reception.

WILL THERE BE ANYONE TO ASSIST ME IF I ARRIVE VERY LATE? DO THE GATES CLOSE AT NIGHT?
Reception is open from 07:00 daily and closes 19:00 from Monday to Saturday and 18:00 on a Sunday. Security guards are available through the night and can assist guests after office hours. Guests staying in the resort will receive gate tags and can enter and leave the resort at any time of the night or day.

WHAT HAPPENS IF I ACCIDENTLY BREAK SOMETHING IN THE UNIT?
A breakage fee will apply. You can enquire and pay at the office when you depart.

CAN I HOST A PARTY INSIDE OF THE UNIT?
Strictly no parties or gatherings will be allowed tolerated inside of the resort.

DOES THE AREA HAVE MONKEYS?
The environment is suitable for wild vervet monkeys.
Please adhere to the following guidelines to ensure safety and harmony:
Avoid Interaction: Vervet monkeys can be dangerous. Do not harm or threaten them. Maintain a safe distance.
Do Not Feed: Refrain from feeding the monkeys. Feeding them can lead to increased aggression over time.
Secure Premises: Ensure that all windows and doors are closed when you are not at your unit or site.

WHAT HAPPENS IF I FORGET ITEMS INSIDE OF THE UNIT I HAVE CHECKED OUT OF?
Please report any lost items to the reception immediately, if the items have been found – it can be kept for a maximum of 3 months at the reception. We do not have storage facilities for longer periods. Any items not collected within 3 months, will be donated to charity. No perishable items will be kept.

HOW OFTEN ARE UNITS CLEANED?
Units are thoroughly cleaned before a client’s arrival and after their departure.

  • Additional cleaning services can be arranged upon request for an extra fee, which can be confirmed with our offices. A housekeeper will wash the dishes, make the beds and clean the floors.
  • Toilet paper and black bags are provided on request.
  • Bath towels are changed every 3rd day during long stays. If needed, it can be changed earlier.
  • Bed linen is exchanged with every departure or every 7 days for guests staying for a longer period. If needed, Bed linen can be changed earlier.

WHAT HAPPENS DURING LOADSHEDDING OR A POWER OUTAGE?
Our resort does have a communal kitchen equipped with gas stoves which can be used by guests for cooking during power outages or loadshedding. Please enquire at reception for the use of this facility during outages/loadshedding.
Each unit does have candles and matches.

DOES THE RESORT OFFER PERMANENT STAYS?
Our resort has in the past allowed permanent stays in our caravan park. However, we do not offer this option anymore. We only allow monthly stays. Clients are to apply for a monthly stay. When approved we only book up to 3 months – no exceptions! The rate can be confirmed with our offices.

WHAT DOES THE RESORT DO IN TERMS OF THE SEAWEED?
Occasionally, seaweed may spill into our tidal pool, especially during certain tidal cycles or due to changes in weather patterns. This occurrence is entirely unpredictable and beyond our control. We do have a contractor company that does assist us with cleaning, they are only able to start cleaning when the seaweed is on the sand. Please note that this is a back-breaking job, seaweed can be extremely heavy. We ask for your understanding and patience if you happen to encounter seaweed at the tidal pool during your stay.

WHO DO I CONTACT IF I NEED TO REPORT ANY ISSUES OR NEED ASSISTANCE WHILE STAYING AT THE RESORT?
Please report to our offices directly.
Our office hours are:
Monday – Saturday 07:00 – 19:00
Sundays 07:00 – 18:00
After hours you can report to the nightshift security on duty.
In both instances the number 041 396 2000 can be used.