Terms & Conditions
Reservations
All reservations are subject to availability and are confirmed on receipt of a booking confirmation email bearing a reservation reference. Rates are quoted in US Dollars and include applicable taxes. Check-in is from 2:00 pm; check-out is by 11:00 am. The hotel welcomes children; please note maximum occupancies per room type.
Flexible rates
Flexible Bed & Breakfast and Room Only rates may be cancelled free of charge up to 7 days before arrival. Cancellations within 7 days of arrival, no-shows, or early departures are charged the value of the first night per room reserved.
Advance Saver rates
Advance Saver (non-refundable) rates require full prepayment by card at the time of booking and cannot be cancelled, refunded or amended. In exceptional circumstances the hotel may, at its discretion, offer a date change subject to availability and rate difference.
Payment
Card payments are processed securely by DPO Pay. Where "pay on arrival" is selected, payment may be settled by card or cash (USD) at the hotel. The hotel reserves the right to pre-authorise a card to guarantee a reservation.
Extras & experiences
Experiences such as The Neela Dhow and Stone Town Walking Tours are weather-dependent and subject to availability; where an experience cannot be operated the value will be refunded or an alternative date offered. Minibar packages are prepared to order and are non-refundable once delivered to the room.
Conduct & liability
Guests are responsible for any damage caused to hotel property during their stay. The hotel accepts no liability for loss of or damage to guests' personal effects except where required by law; in-room safes are provided. Zanzibar is a culturally rich and predominantly Muslim destination — modest dress is appreciated in public areas of Stone Town.
Privacy
Personal details collected during booking are used solely to administer your reservation and, where you have opted in, to send occasional updates and offers from The Neela Collection. We do not sell or share your data with third parties beyond what is required to process payments and provide your stay.
Questions about these terms? Contact us — we're happy to help.