Frequently Asked Questions.
Are your Villa’s and Apartment’s Pet friendly?
Unfortunately most of our properties are not pet friendly, however as we are in the service industry, we will do our best to source a special property for you should you require this for your much loved pet to join you on your visit to our city. Our friendly consultants will gladly look into this for you.
Do your Villa’s and Apartment’s include Linen and Towels?
Towels and linen are provided and are included in your rental, however please note beach and pool towels are the exception and are to be provided by the guest. Some Villas do go the extra mile and provide pool towels, but please do enquire specifically for this should you prefer to secure a property which accommodates this.
Are your Villa’s And Apartment’s serviced?
Housekeeping varies from property to property. Although most properties include at least once a week cleaning and linen change, please chat to your consultant should you require regular cleaning to ensure this is included and if not, pre-arranged for your convenience.
When booking a Villa or Apartment, are we restricted to the number of guests visiting the property?
Guests may have visitors at the property, as long as it does not constitute an event as most of our properties do not permit events, functions, photo shoots or other use of the premises except private residential use. Should you wish to have an event or similar at the property, please consult us to make necessary arrangements and ensure you have chosen the right property. Please see our events page as this may explain the costs etc involved in more detail. Please note any reasonable gathering not constituting an event or similar, is permitted, for example a lovely lunch, Braai or dinner etc is considered private residential use.
When booking a Villa or Apartment, are we restricted to the number of guests sleeping at the property?
Additional Occupants: Should you wish to increase the number of occupants in the villa, there will be an additional cost per person per day for the duration of the stay. It is essential that you inform us of the numbers in your party before your departure. Failure to do so may result in the property being ill-prepared and an additional cost imposed.
Who will be available to answer any questions about the Property or booking once I have booked?
Your friendly consultant is always here to chat about your booking and assist where possible. Out Team will assist should your consultant not be available to any reason.
Will there be someone to call during our stay should we need anything, have any questions, or have an emergency?
You will be sent an arrival brief containing a contact number of a property manager specifically for the property you have booked, which will provide you access to professional assistance for any queries, emergencies etc during your stay.
When booking a Villa or Apartment are we able to have Parties, Film shoots, Still photography shoots, Events or Business Meetings at the premises?
Parties and functions are not permitted at our villas and apartment as a general rule, however we do have a selection which are equipped and prepared for such occasions and will gladly accommodate for an event. Should you be planning on hosting any type of gathering that may be constituted as a function or event, please chat to your consultant to ensure we have secured the right property for you. We have an event page which explains in detail the various aspects to consider when hosting a function at one of your exclusive villas for your convenience. A fine may be imposed for any undisclosed events as well as events held at properties not permitting such behaviour.
Are your Villa’s and Apartment’s smoke friendly?
All properties are non-smoking and this is non negotiable. Please do ensure to mention to your consultant should a balcony or outside area be important as there are fines imposed should the property be exposed to smoke of any kind. Lovely patios and private balconies off bedrooms are often available and should you prefer to secure a more suitable property, we would be more than happy to assist with this requirement.
Are your Villa’s and Apartment’s equipped with Dstv and Wifi?
Dstv and wifi are additional comforts almost all our properties offer, however the package included may vary from property to property. Please note, it is unfortunate that intermittent signal may be found in areas such as Camps Bay and Clifton due to poor coverage in the area.
What type of payments are acceptable when booking with The Top Floor?
Payments are accepted via eft, saving costs and ensuring the most efficient and safest method is used. Should you prefer to make use of your credit card, we do offer the snap scan payment method, allowing you to link your credit card to make a payment instantly. Please note there is a 3% surcharge for making use of this method of payment which is for your cost. EFT is encouraged for this reason.
Is there Construction in the area?
Construction is a constant along the Atlantic Seaboard. In order to have all these luxurious homes we offer tremendous amounts of energy goes into the creating and maintaining these properties in order to be able to offer the level of beauty, convenience and luxury we have come to know and love. Unfortunately there may also be minor renovations that occur from time to time that we are unaware of , and we cannot be held responsible for such events causing disturbance to your holiday as we have no control over this. Please keep this in mind when booking as we can only do our best to guide you to avoid construction in the near vicinity.
Does The Top Floor have set arrival and departure times?
Although not all properties require such fees, should you be arriving out of normal business hours or before your check in time of 2pm, please chat to your consultant to ensure there are no additional charges for this so as to avoid disappointment. Perhaps an additional arrangement can be made for you in advance.
How are your rates structured?
Our rates are per night and include the entire property therefore not according to the number of guests. Please note properties are specifically only able to accommodate the number of guests stipulated in the description. Should a special rate be negotiated for a specific amount of guests, a fine will be implemented should more guests than agreed choose to reside at the property. The same applies for over crowding as properties are not equipped to accommodate more than is stipulated in the property description. These rates exclude any travel arrangements, additional services or late/early arrival costs that may be applicable.
Do you have minimum night stay’s for bookings?
Yes, our minimum nights stay is two nights and over Peak period there are minimum night stays of between 10-14 nights which apply.
Are there any restrictions with regards to noise at your properties?
Yes, we have a strict noise policy which prohibits excessive noise. It is important to understand that our apartments and villas are private residences however remain subject to body corporate and home owners association rules. Any disturbance to the peace within the building and neighbourhood will be regarded as grounds for imposing a fine for excessive noise.