Everything guests ask us most often. If your question is not here, WhatsApp us on 079 069 9340 and we will answer.
Arriving and getting in
What time can I check in and out?
Check-in is any time after 14:00. Check-out is by 10:00 at the latest, which gives our team the time they need to get the unit ready for the next guests.
How do I collect my key?
Every unit has a lock box mounted next to the front door. We send you the code before you arrive, so you can let yourself in at whatever time suits you. Take the key out, close the box, and pop the key back in when you check out.
When will I get the lock box code?
Before check-in day, along with your directions and gate access. If it has not arrived by the morning of your arrival, message us and we will resend it.
The code is not working. What now?
Check that you are at the right unit first, then dial the numbers slowly and firmly. If it still will not open, WhatsApp us on 079 069 9340 and we will sort you out.
Security gates and QR codes
Do I need a QR code to get through the gate?
At Castleton and River Club, yes. Both estates are access controlled and you scan your QR code at the boom to get in and again to get out, every single time. We send the code to you before you arrive. Santini Village does not use QR codes.
What is the easiest way to keep the QR code handy?
Save it to your phone’s photo album or add it to your wallet as soon as you receive it. Do not rely on scrolling back through messages at the boom with a queue of cars behind you.
Does everyone in my group need their own QR code?
It depends on how you arrive. One code covers a car, however many people are in it, so if your group is coming in more than one vehicle forward the code to each driver. Anyone walking in or out on foot needs their own code. Tell us how many of you are coming and we will send enough.
Deliveries
Can I get food or shopping delivered to the unit?
Yes, and how it works depends on which estate you are staying at.
- River Club and Santini Village: the guards let delivery drivers straight through. Just give the driver your unit number.
- Castleton: message us and ask for a code to be sent to the gate for your delivery. Without it the driver will not get through.
How much notice do you need for a Castleton delivery code?
Message us as soon as you have placed the order. A few minutes is usually enough, but asking early means your food arrives hot rather than waiting at the boom.
Booking and payment
How do I book?
Book directly with us through our secure booking system. Every unit page has live availability so you can see what is open before you enquire.
Why book direct instead of through a booking site?
You deal with us, the owners, rather than a call centre. That means we can answer questions about the specific unit, help with anything during your stay, and there is no third party sitting between you and the person who can actually fix things.
During your stay
Is there Wi-Fi?
Yes, every unit has Wi-Fi. The network name and password are in the unit.
Where do I park?
Castleton has safe undercover parking with additional visitor bays. Parking at River Club and Santini Village is on the estate, close to your unit.
What is there to do on the estate?
Castleton guests have two swimming pools, a tennis court, a mini-golf course, a games room with pool tables, a kiddies’ playground, industrial washing and drying machines, and a lookout point with 180-degree ocean views.
What happens during load shedding?
River Club Villas has solar, so power there stays on through load shedding. Our Castleton and Santini Village units do not have backup power, so they go off with the rest of the grid. Check the current schedule for Plettenberg Bay and keep a torch and a power bank handy.
Do you have cots and high chairs?
We have a limited number available on request. Ask us when you book, or as early as you can before you arrive, and we will reserve one for you if there is one free.
Something has broken. Who do I call?
WhatsApp us on 079 069 9340. We are local, so most things get dealt with the same day.
House rules
Can I bring my dog?
Sorry, no pets in any of our units.
Can I smoke?
All our units are strictly non-smoking, indoors and on the balconies.
Still stuck?
WhatsApp us on 079 069 9340. It is a WhatsApp-only number, so please message rather than call. We would far rather answer a quick question than have you puzzling over it on holiday.