Mutanda Lake Resort General Policies

Booking & payment
After receiving a request, in writing only, for a room on a specific date, the lodge can hold a tentative private booking for a maximum period of 14 (fourteen) days. After 14 (fourteen) days, the lodge will release the room without notice, if not yet confirmed or any other written agreements are made with the lodge.

Bookings are only confirmed when the request has been received by e-mail and the lodge has confirmed by e-mail and has sent an official invoice. Bookings by phone are not accepted and are not considered confirmed.

The complete amount of the invoice for accommodation, transfers, and activities must be paid six weeks prior to the arrival date.

Tariffs include current government taxes and are subject to change. We reserve the right to alter prices to cater for this.

Failure to comply with the terms of payment will result in all bookings being automatically cancelled by Mutanda Lake Resort.

Group bookings
In order to hold a group booking for longer than 14 days, or after confirming a group booking, we ask for a 25% deposit of the invoice total.

Lodge Management must be informed of the final status of a reservation at least 8 weeks prior to the arrival date. Should Lodge Management not have received a final update within this time frame, Lodge Management reserves the right to release rooms without notice.

Should an update of a tentative booking be requested by Lodge Management, in order to accommodate other bookings, and no response is received within 72 hours (3 business days), Lodge Management reserves the right to release rooms without notice.

Residents
Resident rates apply to all citizens of the East African Union (Kenya, Rwanda, Burundi and Uganda), as well as foreign residents of Uganda and Rwanda. Discounts will only apply if proof of residency is provided at the time of booking. Citizens will be required to show their valid identification and residents will be required to show their valid work permit. The resident rates will apply to everyone staying in the same room with a resident/ citizen, but does not apply to non-residents staying in a separate room.

Children
Children are more than welcome at the lodge. We have the following children policy for our room rates:
- Children from age 0 up to and including age 5: Staying free on bed & breakfast basis in a room with a paying adult.
- Children from age 6 up to and including age 14: $30 per night per child on bed & breakfast basis staying in a room with a paying adult.
- Children from age 15 and up: will be charged as an adult.

All additional meals (lunch and dinner) for children from age 0 up to and including age 14 will be charged separately at the lodge, or can be booked in advance for the pre-booked adult rate (addition of $18 for half board or $30 for full board). The lodge provides a variety of children meals - please ask the staff or management about this during your stay.

The lodge provides babysitting services, at an additional charge. Please ask the management for further details.

Check out time
Check out time is 10.00 am, unless otherwise agreed upon with lodge management.

Check in time
Check in time is 2.00 pm unless otherwise agreed upon with lodge management.

Gorilla permits
For gorilla permits we would like to refer to our partner company Gorilla Tracking Agency - www.gorillatrackingagency.com. The company is based in Kampala and run by Susan and Conrad. Being an official UWA agent, they are fully experienced in obtaining Gorilla-, Chimp- and Golden Monkey permits while offering great support (for example, in case a permit date has to be changed or in the case of a cancellation).

Cancellations
A cancellation or amendment to a reservation is only confirmed when received and confirmed via e-mail. Our cancellation policy applies to the total amount of the invoice (excluding gorilla permits).
- When cancelling more than 45 days prior to arrival: no cancellation fee
- When cancelling between 45 and 15 days prior to arrival: 25% of the total invoice will be charged
- When cancelling between 14 and 3 days prior to arrival: 50% of the total invoice will be charged
- When cancelling less than 3 days prior to arrival: 100% of the invoice will be charged

Refunds can be done via bank transfer (from the lodge’s USD account) or can remain as a credit for a future booking. Please note that the lodge will not refund any bank charges. Bank charges made for the refund will be paid by the guest, which can result in a lower amount of money received back than originally paid.

All rates are subject to change without notice.