Important Notice

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​Date:7 September 2025

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Subject: Summary of Updates to Your Owner’s Mandate Terms & Conditions

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As part of our commitment to transparency and ensuring the highest standards of service, we have updated the Owner’s Mandate Terms and Conditions. Below, we’ve summarised the key changes for your convenience:

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Updated Terms:

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Security and Access

The Owner undertakes:
7.2.2. to ensure fire hydrants/fire extinguishers/fire blankets and a fully stocked first aid kit are available, in working order, regularly serviced (at least once annually) and easily accessible. It is the Owner’s responsibility to ensure that such fire safety equipment and the first aid kit are maintained and certified. Should the Owner fail to provide and maintain the necessary equipment, LCE reserves the right to utilise rental income to procure, replace, or service such equipment to ensure Guests have access to functioning fire extinguishers, fire safety measures, and a first aid kit during their stay.

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7.2.12. Should any of the replenishments, services, cleaning, preparation, repairs or maintenance to be provided as part of the Owner's obligation not be provided for any reason whatsoever the Owner authorises LCE to procure them on behalf of the Owner and at the Owner’s expense. Please note that LCE will charge a management fee for this if the house is not under our Full Management portfolio. Preparation of the property for guest handover is the Owners responsibility.

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Quality Control, Maintenance & Guest Relocation

7.2.13. The Owner must ensure that the Property is maintained, safe, and guest-ready at all times, and kept to the presentation standards expected of the LCE Collection. LCE reserves the right to relocate, move, or upgrade Guests if the Property is unsafe, uninhabitable, or falls below the required cosmetic or service standards. Urgent repairs, guest relocations, or the supply of trained staff arranged by LCE will be for the Owner’s account. LCE may also require the Owner to carry out deep cleaning, cosmetic refreshes, or refurbishments where the Property’s presentation does not meet brand standards.

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7.2.14. Should the Owner not comply with the specified standards set out by LCE, or should LCE at any time determine that the Property is not in a suitable condition to accommodate Guests, LCE reserves the right to make the final and formative decision to move the Guests to alternative accommodation. If suitable alternative accommodation is not available, LCE reserves the right to reimburse the Guest in full. In all such circumstances, LCE will remain entitled to their full commission, which will be for the Owner’s account.

 

7.2.15. The Owner needs to make LCE aware of any alterations, major or minor to the interior or exterior of the property that would result in LCE misrepresenting the property. Please note that LCE will not arrange a new photoshoot for every change made, we would assess the change and decide if updated photographs are required, or if the wording on the property listing just needs to be changed.

 

7.2.16. If any renovations or works are scheduled for the future it is important that these are done before the Guests arrival and for LCE to be made aware.

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7.2.17. Property on the Market – Viewings During Guest Stays

Where the property is on the market for sale, the Owner agrees that no property viewings may take place during an active guest stay. Only scheduled services essential to the upkeep of the property (including housekeeping, maintenance, garden and pool services) are permitted during guest occupancy. All other appointments, including but not limited to real estate viewings or valuations, must be scheduled outside of guest stays.

In the event that the Owner does not comply with this requirement or insists on viewings during guest stays, Luxury Coastal Escapes reserves the right, at its sole discretion, to relocate existing guest bookings to alternative homes within its portfolio. Any costs or reputational impact arising from such relocations will be for the Owner’s account.

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7.2.18. Temporary Closure & Loss of Income Disclaimer
In the event that Luxury Coastal Escapes deems it necessary to close availability for a home due to required upgrades, maintenance issues, or any other circumstances that affect the home’s readiness or suitability for guest occupancy, we reserve the right to temporarily suspend bookings. Should this result in guests being relocated to another property, the Owner acknowledges and accepts that Luxury Coastal Escapes will not be held responsible for any loss of income incurred during this period. This measure ensures that guest experience and brand standards are upheld, and it remains the Owner’s responsibility to ensure their home is maintained and upgraded as required to meet our standards.

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Payment of Rental Monies

9.3 LCE shall release payment to the Owner as follows:

9.3.1. Rental payment, less LCE’s pro-rata commission earned in terms of paragraph 9.2.1, shall only be released once the Guest has checked in.

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16.4. Photoshoot Policy

16.4.1. Agreement to Availability: By agreeing to a professional photoshoot organised by Luxury Coastal Escapes (“LCE”), the Owner confirms that the property will be made available for listing and marketing through LCE.

16.4.2. Withdrawal After Photoshoot: Should the Owner, after the photoshoot has been conducted, decide to withdraw the property from listing with LCE or choose not to proceed with LCE’s services, the Owner will be liable for the full cost of the photoshoot, including the photographer’s time and production costs.

16.4.3. Ownership of Photographs: All photographs, video material, and related digital assets captured during the photoshoot remain the exclusive property of LCE. Even where the Owner has reimbursed LCE for the cost of the photoshoot, the photographs will not be released to the Owner and cannot be used for any personal or third-party purposes.

16.4.4. Use of Material: LCE reserves the right to use the photographs and related material for marketing, promotional, and operational purposes across all platforms, whether or not the property remains listed with LCE.

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18.3. Housekeeping Uniform Policy
All housekeeping staff provided by Luxury Coastal Escapes are required to wear the designated company uniform whenever they are attending to Luxury Coastal Escape guests in-house or are present on the property during a guest stay. This ensures a consistent, professional standard and clear identification for guests. Uniforms may not be worn when owners have taken a private booking and they are not paying Luxury Coastal Escapes guests.

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18.4. Housekeeping Support & Additional Assistance
Should Luxury Coastal Escapes determine that the appointed housekeeper is unable to sufficiently keep up with the property’s requirements, or that housekeeping duties are not being completed to the standard expected, we reserve the right to assign additional support staff to the property. This ensures that all duties are carried out and that guests receive the required level of service. Any additional staffing costs incurred in providing this support will be charged to the Owner’s account.

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These changes have been made to enhance our service delivery, align with regulatory requirements and ensure smoother operations.

The updated terms will come into effect immediately. Please take a moment to review the full document.

 

Should you have any questions or require further clarification, feel free to reach out to us directly.

We value your partnership and look forward to another successful year together.​

 

Warm Regards,

Stephanie De Villiers 

Portfolio & Operations Manager

stephanie@luxurycoastalescapes.com
www.luxurycoastalescapes.com

+27 726279181