TERMS & CONDITIONS
House Rules
Nyanga, Zimbabwe | Effective February 2026
Extra guests charges with advance notice :
$60 per adult
$40 kinds under 12
Exempt (kids under 2)
Without notice
$75 per adult
$65 per child - toddlers included
Golf carts
Complimentary Golf carts access for guests transfer within the resort available upon request,
NB* all golf carts are driven by resort staff only
1. Check-In and Check-Out
1.1. Standard check-in time is 14:00 hours (CAT – Central Africa Time / GMT+2) and standard check-out time is 10:00 hours (CAT).
1.2. Early check-in and late check-out may be arranged subject to availability and will attract an additional charge as per the Resort's prevailing rates.
1.3. It is mandatory for all guests to present a valid, original photo identification document (national ID, passport, or driver's licence) at the time of check-in.
1.4. Mountain Lakes Resort & Spa reserves the right to refuse check-in in the absence of valid identification.
2. Reservations, Cancellations and No-Shows
- Free Cancellation (8+ Days Before Check-In): Guests may cancel their reservation at least 8 days before the scheduled check-in date at no charge. Any deposit paid will be fully refunded.
- 30% Cancellation Fee (4–7 Days Before Check-In): Cancellations made between 4 and 7 days before check-in will incur a 30% cancellation fee of the total booking value.
- 50% Cancellation Fee (2–3 Days Before Check-In): Cancellations made between 2 and 3 days before check-in will incur a 50% cancellation fee of the total booking value.
- No Cancellation Within 24 Hours: Cancellations made within 24 hours of the scheduled check-in time are not permitted. The full booking amount will be charged.
- No-Show Policy: Guests who do not arrive on the scheduled date without prior notice will be charged 100% of the booking value to the credit card or payment method provided at the time of reservation.
- Early Departure: Guests who choose to depart earlier than scheduled will be charged for the full length of the stay.
- Promotional Offers & Privileged Rates: Certain privileged booking rates, promotional offers, or special packages may not be eligible for cancellation, refund, or amendment. Guests are advised to review all terms associated with their booking prior to confirming the reservation. Mountain Lakes Resort & Spa shall not be liable to cancel, refund, or alter bookings made under such privileged or promotional rates.
- Group Bookings & Special Events: Different cancellation terms may apply for group bookings, conferences, weddings, or peak-season dates. These will be communicated at the time of booking.
- Transferability: This reservation is not transferable.
- General Terms: All standard policies of Mountain Lakes Resort & Spa and industry practice apply where specific reservation terms are not stated in the Reservation Confirmation document.
3. Payment Terms
3.1. A pre-authorisation may be taken on the guest's credit card (under the name in which the booking is made) for the total stay amount upon arrival.
3.2. Payment may be made by credit card, debit card, EcoCash, or cash, in accordance with applicable Zimbabwean regulations and Reserve Bank of Zimbabwe directives.
3.3. All applicable taxes shall be charged at the rates prevailing at the time of the reservation or stay, as applicable.
3.4. An extension of stay is subject to availability and shall be offered at the rate or offer applicable at the time the extension request is made. If the original offer has expired, the Resort is not obligated to honour original rates.
3.5. Upon cancellation, refunds (less any applicable cancellation charges and taxes) will be processed using the same payment method by which the booking was made. The refund process may take ten (10) to fifteen (15) business days.
4. Children
4.1. Children up to two (2) years of age may stay free of charge. Cribs and cots are available subject to availability.
4.2. Additional charges apply for children aged three (3) to twelve (12) years.
4.3. Children aged thirteen (13) years and above will be charged at the applicable extra adult rate.
5. Guest Conduct and Behaviour
5.1. No gatherings, parties, or events of any nature are permitted in guest rooms without prior written consent from the Resort management. The Resort reserves the right to remove any additional or unauthorised occupants.
5.2. Mountain Lakes Resort & Spa reserves the right to ask guests to leave the premises due to conduct or behaviour that is deemed inappropriate, disruptive, discriminatory, or poses a risk to the safety, security, or wellbeing of other guests and staff.
5.3. Guests are required to comply with all reasonable instructions given by Resort employees and management at all times.
5.4. Guests shall not compromise the health, safety, or security of the Resort, its staff, or other guests at any time.
5.5. Guests are expected to maintain adequate neatness and hygiene standards and to comply with all safety and hygiene advisories provided by the Resort.
6. Food and Beverage
6.1. Guests are not permitted to bring food or beverages from outside the Resort onto the premises, nor to order food from external providers for delivery to the Resort, unless prior arrangements have been made with management.
6.2. The Resort accepts no liability for the shelf life, quality, or safety of food taken away from the Resort premises or food remaining after events held at the Resort.
6.3. Guests with any food allergies, sensitivities, dietary requirements, or intolerances must advise the Resort management prior to arrival or before ordering meals.
7. Property, Valuables and Lost Items
7.1. All assets and property belonging to Mountain Lakes Resort & Spa must be treated with due care. The Resort reserves the right to levy charges for any damage or destruction to Resort property (movable or immovable) caused by a guest, where such damage is established beyond reasonable doubt.
7.2. The Resort may store guest valuables upon request and may charge a fee for such storage. Guests must notify the Resort if items to be stored are of exceptional value; the Resort reserves the right to decline storage of such items.
7.3. Management and staff endeavour to provide a safe and secure environment; however, the Resort accepts no responsibility for personal possessions that are lost, stolen, or misplaced on the premises due to the acts or omissions of the guests themselves.
7.4. Lost property found on the premises will be logged and held securely for a period of three (3) weeks, after which items may be disposed of or donated to charity. Perishable items recovered from rooms after check-out are held only until close of business on the same day.
7.5. Claimed items may be collected from the Resort with valid identification, or the Resort can arrange postage at the guest's expense.
7.6. The Resort is not responsible for any damage to, loss of, or theft from vehicles parked on the Resort premises, nor for any property kept within such vehicles.
8. Allergies and Sensitivities
8.1. Guests who have any allergies, sensitivities, or intolerance to any fabric, material, cleaning product, substance, or food must advise the Resort management prior to arrival so that appropriate arrangements may be made.
9. Limitation of Liability
9.1. Mountain Lakes Resort & Spa does not accept liability for any loss (financial or otherwise), travel delay, injury, damage, additional expense, or inconvenience caused directly or indirectly by events beyond its reasonable control, including but not limited to:
a) Flight delays or cancellations, road closures, or transport disruptions
b) Civil disturbance, strikes, acts of terrorism, or war
c) Natural disasters, pandemics, epidemics, fire, floods, or acts of God
d) Acts of government or regulatory authorities, or changes in legislation
e) Defects in vehicles, equipment failure, or maintenance requirements
9.2. Any transport to airports, towns, or other destinations arranged by the Resort is provided as an ancillary service, and the Resort shall not be liable for any incidents occurring during such transits.
9.3. The Resort shall not be liable for any losses, damages, costs, or expenses incurred by a guest as a result of any cancellation of a reservation by the Resort.
10. General Provisions
10.1. By proceeding with a reservation, the guest agrees to be bound by these Terms and Conditions as well as any additional terms displayed on the Resort's website or communicated at the time of booking.
10.2. These Terms and Conditions constitute the binding agreement between the guest and Mountain Lakes Resort & Spa in relation to all commercial arrangements including reservation, stay, payment, and use of facilities.
10.3. The Resort may, at its absolute discretion, cancel a reservation if it determines that the reservation information provided is falsified, incomplete, or misleading.
10.4. The guest voluntarily agrees and permits the Resort to verify guest information from publicly available sources for the purpose of providing adequate hospitality services.
10.5. Mountain Lakes Resort & Spa reserves the right to vary, amend, or change these Terms and Conditions at any time without prior notice. Updated terms shall be posted on the Resort's website and shall take effect immediately upon publication.
10.6. The guest shall indemnify and hold Mountain Lakes Resort & Spa harmless against any liability, loss, damage, cost, or expense arising out of or in connection with their reservation and stay at the Resort.
10.7. If the Resort waives any right available to it under these Terms and Conditions on any occasion, this shall not constitute a waiver of such right on any subsequent occasion.
10.8. Special terms attached to specific offers or packages shall prevail in the event of any conflict with these general Terms and Conditions.
10.9. In the event of any conflict between the actual bill provided after receipt of services and any prior quotation or estimate, the terms of the final bill shall prevail.
11. Governing Law
11.1. These Terms and Conditions shall be governed by and construed in accordance with the laws of the Republic of Zimbabwe.
11.2. Any disputes arising from or in connection with these terms shall be subject to the exclusive jurisdiction of the courts of Zimbabwe.
Mountain Lakes Resort & Spa — Nyanga, Manicaland Province, Zimbabwe
