Lodge policies

Introduction and scope

These policies are for Sonayi Safari Lodge-Eyasi, operated by Sonayi Safari Lodge Limited at Gorofani, Mang’ola–Lake Eyasi Road, Tanzania. They apply to guests, agents, tour operators and other parties reserving, staying at or using the lodge’s services. They do not set terms for Manyara Campsite.

The source document states that confirming a reservation, making payment or checking in signifies acceptance of its policies. It says the version in force at check-in applies.

Reservations and booking

• Reservations may be made directly with the reservations office, through the official website or through an authorised, licensed travel agent or tour operator.
• A reservation is confirmed only when the lodge has issued written confirmation and received the required deposit. Quoted rates are per room or unit per night unless stated otherwise and may change until confirmation and deposit.
• Groups of eight rooms or more, or 15 guests or more, require a separate agreement with their own rates, deposit and cancellation schedule.
• Full names, nationality, passport details and expected arrival and departure times are requested for each guest for registration requirements.

Payment

• A non-refundable deposit is required to secure a reservation. The exact percentage is stated on the invoice; the policy describes a typical range of 30–50% of the booking value.
• The balance is due no later than 30 days before arrival unless agreed otherwise in writing. Bookings made within 30 days of arrival require full payment at booking. An unpaid balance may result in cancellation and forfeiture of the deposit.
• The lodge accepts bank transfers to its official corporate account; major credit cards where facilities are available, potentially with a surcharge; and approved mobile-money channels when expressly offered. Cash in TZS or USD may be accepted on-site for incidentals within daily limits.
• Rates are in USD unless stated otherwise. The guest pays transfer, correspondent-bank and currency-conversion charges so that the lodge receives the invoiced amount net of fees.

Cancellation and refunds

• Cancellation or amendment requests must be emailed to the reservations office. The effective date is when written notice is received.
• Peak-season, December–January festive-period and Easter bookings are non-refundable once confirmed and deposited, unless otherwise agreed in writing.
• The lodge recommends travel insurance covering cancellation, interruption, medical evacuation and loss of belongings.

Check-in and check-out

• Check-in begins at 14:00; check-out is by 11:00. Early arrival or late departure is subject to availability and may carry an extra charge; request it in advance.
• Guests must present a valid passport at check-in, or a national ID for East African Community residents where applicable, for guest registration.

Children and families

• Children of all ages are welcome. Children under three stay free when sharing existing bedding with a parent or guardian. Ages three to 12 sharing a room are charged a reduced child rate; guests aged 13 and over pay the adult rate.
• Parents and guardians must supervise children, especially around open fireplaces, natural water points and unfenced areas. Extra beds, cots and baby equipment are available on request, subject to availability and possible extra charge.

Guest conduct and house rules

• Guests must respect other guests, staff and the local community. Smoking is allowed only in designated outdoor areas, not in rooms, tents, dining areas or indoor communal spaces.
• Management may refuse service or require an abusive, disruptive or unsafe guest to leave without refund. Outside visitors need management approval before entering guest rooms or tents.
• Quiet hours are 22:00–06:30. Guests are responsible for the repair or replacement cost of lodge property they damage, lose or remove.

Pets

Pets are not permitted on lodge premises, except certified service animals. The policy cites the safety of guests, staff and wildlife.

Dining, dietary needs and alcohol

• Meals are served buffet-style in the dining area during service windows communicated at check-in. The meal plan on the booking confirmation determines which services are included.
• Tell reservations about allergies or dietary needs when booking, and remind staff at check-in. The kitchen will accommodate them within the buffet where possible.
• Included meals missed because of travel changes, excursion timing or personal choice are non-refundable. With advance notice of a schedule change, the lodge will make reasonable efforts to hold a plate, provide a packed meal or adjust timing instead of refunding the meal.
• Personal alcohol may be consumed privately in a room, subject to any applicable corkage policy. The lodge otherwise retains the exclusive right to sell alcohol on-site. Disruptive drinking may result in service being withdrawn.

Health, safety and liability

• The lodge is in a natural bush setting with wildlife, uneven ground, insects and other hazards. Follow safety briefings and staff or guide instructions; after dark, remain on marked or lit paths unless escorted.
• Consult a travel-health professional before travelling about vaccinations and malaria prevention. Travel and medical-evacuation insurance is strongly recommended and may be required for remote excursions. Bring enough personal medication; the lodge has only a basic first-aid kit and nearby pharmacy access is limited.
• The source policy limits liability for injury, illness, loss, theft or damage during a stay or excursion except where caused by proven negligence of the lodge or its staff. Safes or deposit boxes may be available; valuables left unsecured in rooms or public areas are the guest’s responsibility.

Excursions and activities

• The lodge does not offer, arrange, guide, transport guests to or otherwise facilitate Hadzabe or Datoga community visits or Lake Eyasi excursions. Arrange these independently in advance through a licensed tour operator; the lodge does not take responsibility for third-party arrangements.
• Other activities described by reservations are subject to availability, weather, road conditions and park or reserve rules. Third-party operators’ own terms also apply. Park, conservation and government fees are separate unless expressly included.

Lost property

The lodge keeps items left behind for 90 days and makes reasonable efforts to contact the guest. Return shipping is at the guest’s expense. The lodge is not liable for unclaimed items after that period.

Privacy and data protection

• Booking information, including passport, contact and payment details, is used for reservations, guest registration, immigration compliance and delivery of requested services.
• Guest information is not sold. It is shared only with parties directly involved in fulfilling a requested booking or service, or when Tanzanian law requires it.
• Lodge staff will obtain prior consent before using photos or video that identify a guest in marketing.

Events beyond the lodge’s control

The source policy limits liability for failures or delays caused by events beyond the lodge’s reasonable control, including natural disasters, severe weather, fire, civil unrest, government action, public-health restrictions, strikes and infrastructure failure. The lodge says it will work in good faith toward rescheduling or an appropriate remedy where reasonably possible.

Complaints and feedback

• Raise concerns about accommodation, service or facilities with the lodge manager or duty staff during your stay so they can respond promptly.
• Unresolved concerns may be emailed to the reservations or management office within 14 days of check-out for formal review.

Policy changes

Sonayi Safari Lodge Limited may update these policies for operational, legal or safety reasons. The source document says the current version published by reservations or on the official website governs bookings and stays.