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Policies
Cancellations
How we look at cancellation, deferral and refund requests: carefully, fairly and case by case.
Last updated: 10 Oct 2026
Before you start
If your plans change, tell us early
This page explains what happens after you ask us to cancel a booking, defer it to a later stay, or refund a payment. Please read it before you submit a request.
Refunds are subject to investigation of each case. Sending a request does not guarantee a refund, a deferral or a cancellation. We look at the facts of your booking and decide fairly.
Every case is investigated
Management reviews your booking, our records and what you tell us before deciding. This can take up to 3 weeks (21 days).
One of four outcomes
Not approved, deferral for a later stay, partial payment, or cancellation approved.
Administration fee
An administration fee of 10% applies where relevant, as set out in our Cancellation Policy.
The process
How a request is handled
From the moment you submit the form to the day you hear the outcome.
You submit your request
Complete the form at the bottom of this page with your booking details, your reason and your supporting documents. Your request is then referred to management for review.
Your case is handled by our Front Desk team
Your request is handled by our Front Desk team. They are your point of contact until the outcome is communicated to you.
We investigate
Management reviews all relevant information, including booking and payment records, service records, staff reports and guest feedback. The investigation can take up to 3 weeks (21 days) to conclude.
You receive an outcome letter
We tell you the outcome in writing. The letter sets out the decision, any approved payment or credit, and the administration fee that applies.
Any approved payment is processed
An approved payment goes to our Finance team, and payment follows in the Finance payment cycle after approval. Money is returned to your original payment method; your bank may take extra time to show it.
How long does the investigation take? Up to 3 weeks (21 days). If a payment is approved, it follows in the Finance payment cycle after approval.
Possible outcomes
What the investigation can decide
After the investigation, your request ends in one of these four outcomes.
Not approved
We cannot approve the request. Your booking stays subject to the Cancellation Policy, and the charges that apply under it, including the administration fee of 10%, remain payable.
Deferral granted for later use
Instead of a refund, you receive a credit with Monte La Vue, valid for 12 months from the date of the decision. It is subject to internal administration charges (an administration fee of 10% as set out in our Cancellation Policy). See Credits (deferrals) below.
Partial payment approved
We refund part of the amount you paid. Your outcome letter shows the amount approved and how it was worked out. Subject to internal administration charges (an administration fee of 10% as set out in our Cancellation Policy).
Cancellation approved
Your booking is cancelled and you receive a full refund less the administration fee (10% as set out in our Cancellation Policy). The refund is paid to your original payment method.
The hotel decides the outcome after investigating your case. Asking for a particular outcome does not guarantee it, and where relevant each outcome is subject to the administration fee explained below.
Outcome B
Credits (deferrals)
If your request is granted as a deferral, you receive a credit with Monte La Vue. These are the terms.
- Value. The credit is the amount you paid less the administration fee of 10% as set out in our Cancellation Policy.
- Valid for 12 months. The credit is valid for 12 months from the date of the decision.
- Book at least one month ahead. The new booking must be made at least one month in advance of the stay.
- Where you can use it. The credit may be used for the spa, the bar, the restaurant or a room.
- Or donate it. You may instead donate the credit to a local school and a home for the homeless we support. Food is prepared together with the home at the end of each year.
- We remind you. A reminder email is sent one month before the credit expires.
To use your credit, quote your credit number (it starts with MLV-CR) when you contact us: WhatsApp our assistant on +27 60 963 2170, phone +27 10 010 8148 or email bookings@montelavue.com.
Charges
Administration charges
Where relevant, outcomes are subject to internal administration charges: an administration fee of 10% as set out in our Cancellation Policy.
In an approved cancellation you receive a full refund less this fee. In a deferral the fee is deducted from the credit. The fee that applies to your case is shown in your outcome letter.
If a request is not approved, the Cancellation Policy applies to your booking, including the charges that depend on how close to arrival you cancel.
Terms of cancellation
What you agree when you submit a request
These conditions form part of the terms and conditions of cancellation. When you submit the form you tick a box to confirm you have read and agree to them.
Honest information. You confirm that the information you give us is true and correct. If it is found to be false, you may be subject to prosecution.
Investigation. Every request is investigated case by case. We use the information you give us only for that purpose (see “Your information” below).
No negative reviews while your request is considered. By submitting a cancellation or refund request, you agree that no negative review will be posted on Google, Booking.com, social media or any other platform in relation to the stay or the request while the request is being considered. If a negative review is posted, management may decide not to refund and will apply the Cancellation Policy strictly.
This does not stop you from raising your concerns with us directly, or from contacting a regulator or consumer body at any time.
What to send
Information we need from you
The more complete your request, the faster we can look at it.
- Booking referenceAs shown on your confirmation
- Your nameFirst and last name, as on the booking
- Your datesArrival and departure
- Your reasonWhat happened, in your own words
- Proof of paymentPlease hide card numbers before you upload
- Supporting documentsAnything that helps us understand your request
How to submit
Use the request form at the bottom of this page. If you cannot use the form, use one of the four contact options under “Submit a waiver request”: WhatsApp our assistant (24/7), speak to a person on WhatsApp or by phone (front desk 06:00 – midnight, daily), or email bookings@montelavue.com with the same information.
Your information
We use the personal information you give us in your request only to investigate it, to reply to you, to process any approved payment or credit, to keep a record of any credit so we can honour it, and to keep the records the law requires. We do not ask for ID documents or banking details on the form. If a payment is approved, our Finance team (finance@montelavue.com) will contact you to collect banking details securely. Read more in our Privacy Policy.
Quick answers
Common questions
How long does a request take?
The investigation can take up to 3 weeks (21 days). If a payment is approved, it follows in the Finance payment cycle after approval.
How will I hear the outcome?
We notify you in writing once the investigation is finished. The outcome letter includes the decision, any approved payment or credit, and the administration fee.
Where is an approved refund paid?
To your original payment method. Our Finance team will contact you if they need to collect banking details securely. Your bank’s processing time may vary.
Does a request guarantee a refund?
No. Every case is investigated, and the outcome is decided by the hotel. Charges under the Cancellation Policy and our administration fee of 10% may apply.
How long is a credit valid, and how do I use it?
A credit is valid for 12 months from the date of the decision. The new booking must be made at least one month in advance of the stay. You can use the credit for the spa, bar, restaurant or a room, or donate it to a local school and a home for the homeless we support. We send a reminder email one month before it expires.
More answers are in our FAQ.
Request form
Submit a waiver request
Complete every required field and tick the box to confirm you have read and agree to the Cancellation terms.
Speak to a person on WhatsAppFront desk 06:00 – midnight, daily
Speak to a person: +27 10 010 8148Front desk 06:00 – midnight, daily
Email bookings@montelavue.comWe reply as soon as we can
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