Mbali Mbali Trading Terms

Trading Terms

Valid 2024

Rates Policy

Rates are quoted in USD and on a per person per night sharing basis, inclusive of VAT and the Tanzanian Tourism Development Levy, but exclusive of the TANAPA National Park fees. Please note that our rates may be rounded off and exact pricing may vary by up to US$1 per person per night. The rates are quoted free of bank charges and should be included by the trade partner / traveler when making payment. We reserve the right to review published rates in the event of increases in costs or taxes which are beyond our control. Acceptance of a quotation from Mbali Mbali constitutes acceptance of these Terms and Conditions which takes effect immediately.

Booking Process

All quotations and reservations must be made in writing via email to bookings@mbalimbali.com, and include all guest names, nationalities, date of birth, dietary requirements, and arrival/departure details. A copy of the guest passports will be required for all Mbali Mbali Game Package bookings so we can process TANAPA permits. No reservations will be accepted over the telephone, Skype, phone text message etc. Once received the Mbali Mbali Reservations Office will process the request and issue a proforma invoice. If a booking is not confirmed by email prior to the provisional booking expiry date, the booking will be released automatically in the system without prior notice. All quotations are subject to change based on availability at the time of confirmation.

Bank Details

All funds should be transferred free of bank charges. We will not be held liable for any cash payments. No funds should ever be paid into another account. The payment confirmation, including the SWIFT copy, should be emailed to bookings@mbalimbali.com with the relevant reservation number as a reference. Payment can be made into the following account:

Account Name:	Mbali Mbali Lodges and Camps Limited (USD)
Account Number:	40810201322
Bank Details:	NMB Bank Tanzania
Branch:	Clock Tower Branch, Branch 408, Arusha, Tanzania
Swift Code:	NMIBTZTZXXX

Bank Charges

The remitter is responsible for all banking charges associated with their and the recipient’s banks. As such, we kindly ask you to include an additional US$12 to cover any additional banking charges that may arise adequately. Our system cannot generate service vouchers unless the total payment is fully received. Therefore, any outstanding balance must be completely settled. Cheques returned by the bank will incur a 3% returned cheque fee. Credit card payments will be accepted on condition that an administration fee of 5% is charged on the total amount processed.

Deposit and Payment Policy

Within 14 days of issuing the proforma invoice a 20% deposit payment (or greater if specified in your proforma invoice according to third party deposit requirements etc) of the total booking amount is due to secure the provisional booking. Should Mbali Mbali receive a confirmed reservation request against space being held on a provisional basis, we reserve the right to request confirmation or release of the held space within 72 hours.

For our Northern Circuit properties - The balance payment should be received by Mbali Mbali by no later than 15 days prior to date of service. Any bookings made within 15 days of travel will require an immediate full payment. If the full payment is not settled 14 days prior to arrival, the booking will automatically be released from our system and any payments will be forfeited as a cancellation fee.
For our Western Circuit properties - The balance payment should be received by Mbali Mbali by no later than 35 days prior to date of service. Any bookings made within 35 days of travel will require an immediate full payment. If the full payment is not settled 30 days prior to arrival, the booking will automatically be released from our system and any payments will be forfeited as a cancellation fee.
Third Party Services - To be charged as per the booking and payment policy of the service provider.

All extra charges incurred on site must be settled in full before check out on the departure date.

Cancellation Policy

All cancellation requests must be made in writing and will only be considered as confirmed upon receipt of a written notification from Mbali Mbali Lodges and Camps. The following terms will apply for any cancellation or amendments or reduction in numbers of rooms or passengers of any booking.

For our Northern Circuit properties - For cancellations further than 31 days prior to arrival, the 20% deposit will be refunded in the form of a credit, valid for one year. Between 30 and 15 days prior to arrival the 20% deposit is forfeited. Between 14 days and the day of arrival, or in the case of a no show, 100% of the full invoice value is charged as a cancellation fee.
For our Western Circuit properties - For cancellations further than 90 days prior to arrival, the 20% deposit will be refunded in the form of a credit, valid for one year. Between 89 and 36 days prior to arrival the 20% deposit is forfeited. Between 35 days and the day of arrival, or in the case of a no show, 100% of the full invoice value is charged as a cancellation fee.
Third Party Services - Cancellation of third party services or flights to be charged as per the cancellation policy of the service provider.

If a booking is entitled for a refund, a credit note will be issued and there will be no cash refund. Mbali Mbali reserves the right to appoint recovery agents to act on behalf of them in case of default. The cost and consequences of appointing such recovery agents to recover the defaulted amounts will be for the agent /client’s responsibility.

Group Booking Policy

Please contact us for our group booking policy details.

Dietary Preferences and Requirements

Any special dietary requirements, whether it be allergies, specific diets or food preferences, should be provided at the time of booking. Due to the remote location of our properties, accommodating requests on site at the last minute, may be difficult. Please note that whilst every effort will be made to accommodate requests, our ingredients are sourced individually for each group and therefore advance notice for meal planning will ensure guests’ dietary preferences are planned for with fresh local produce.

Annual Camp Closure

Please note the lodge closure periods will be as follows for the 2024 calendar year:

Mbali Mbali Tarangire River Camp - open all year
Mbali Mbali Soroi Serengeti Lodge - open all year
Mbali Mbali Katavi Lodge - closed from 1 March to 31 May
Mbali Mbali Mahale Lodge - closed from 1 March to 31 May
Mbali Mbali Gombe Lodge - closed from 1 to 31 March
Kigoma Hilltop Hotel and Day Trip to Gombe - open all year

Children and Family Policy

Children of all ages are welcome at Mbali Mbali Lodges and Camps. Children under 14 years are not advised to stay alone in a room. Our family rooms are reserved exclusively for bookings traveling with children younger than 18 years.

As per TANAPA regulations, the minimum age to take part in the chimpanzee trekking in Mahale Mountains National Park is 12 years and in Gombe Stream National Park it is 15 years.

The following rates apply in 2024 for Children aged 0 to 4 years (FOC), 5 to 15 years (50% of the adult rate), 16 years and older (Adult rate) except in the following cases based on rooming configurations:

Infants (0 to 4 years) sharing with 2 adults will be free of charge.

Children (5 to 15 years) sharing a room with 2 adults; children will be charged 50% of double rate and adult will pay double rate.
Children (5 to 15 years) sharing a room with 1 adult; children will be charged 50% of double rate and adult will pay single rate.
Children (5 to 15 years) in their own room; children will be charged 50% of double rate and one child will pay single rate.
Children 16 years and older will be charged as an adult.

Single Traveler Policy

For the 2024 season, the Single room rate is applicable for the first two Single rooms per booking. The Double room rate is applicable to any additional single rooms beyond the initial two Single rooms per booking.

Special Offers and Circuit Discounts

Below is a list of our special offers as applicable in 2024

NorthernCircuit@MbaliMbali - Stay for a minimum of 5 nights or more at our Northern Circuit lodges and receive a 5% discount off the total accommodation. Eligible for any combination of stays at Mbali Mbali Tarangire River Camp and/or Mbali Mbali Soroi Serengeti Lodge only. The offer can be applied to non-consecutive nights, with no minimum stay requirement per property.
WesternCircuit@MbaliMbali - Stay for a minimum of 5 nights or more combining our Western Circuit lodges and receive a 10% discount off the total accommodation. Eligible for any combination of stays and must include a stay at Mbali Mbali Katavi, Mbali Mbali Mahale, and/or Mbali Mbali Gombe in the itinerary. The offer can be applied to non-consecutive nights, with no minimum stay requirement per property.

Rates for specials may be rounded off and exact pricing may vary by up to 1 USD per person night. Specials are not applicable for stays at our sister property, Kigoma Hilltop Hotel in Kigoma Town. Offers are not combinable; they exclude all applicable government taxes and/or TANAPA park fees.

Easter, Christmas, and New Year Supplement

A supplement of US$20 per person per night will be applicable as follows:

Easter Supplement on 29, 30, 31 March and 1 April
Christmas and New Year Supplement on 1 January, 24/25/26/31 December

Extra Meals, Cake and Drinks

We include three meals (dinner, breakfast, and lunch or packed lunch) per person per night at all our properties. Additional meals will be charged as per the below costs:

US$25 per person per additional packed lunch
US$25 per person per additional meal on site
US$35 per cake
US$40 per bottle of wine

Picnic Hampers

A supplement of US$25 will be charged per picnic hamper per vehicle excluding hamper equipment/baskets (Guests must supply their own).

Honeymoon and Anniversary

Guests can book a Honeymoon Package at a cost of US$150 per couple, featuring a traditional Maasai shawl and hat, a bottle of wine, and a private dinner. This intimate and personalized dining experience ensures a memorable and romantic evening for couples to enjoy.

Sundowners

Guests can book a Sundowner at a cost of US$35 per person. Includes a bottle of wine and snacks for the group. Excludes any additional TANAPA national park fees.

Private Meals

Guests can book a private meal as per the below costs:

US$25 per person per private breakfast
US$35 per person per private lunch
US$35 per person per private dinner

Driver Guide or Translator Accommodation and Meal Policy

At Mbali Mbali Tarangire River Camp and Mbali Mbali Soroi Serengeti Lodge, Driver Guides are accommodated on a full board basis (excludes beverages) in our staff villages on the condition that they have guests staying at our property. Bookings can be made in advance and these charges can be added to the guest invoice for convenience. If there will be more than one driver guide/translator per vehicle, their accommodation must be booked in advance or accommodation availability is not guaranteed.

The first driver guide per vehicle will be charged US$8 per night inclusive of VAT.
The second driver guide or translator per vehicle will be charged US$24 per night inclusive of VAT

Driver guides or translators who wish to dine with guests will incur a charge of US$25 per person per meal (excluding beverages). Payment for driver guide accommodation or meals can be made directly at the lodge or pre-booked for added convenience. Our other lodges do not have driver guide quarters and therefore please check with us on the arrangements possible for these situations when booking your stay.

Late Checkout Policy

Rooms must be vacated by 10 00hrs. Guests wishing to keep their rooms past the check out time will be charged 50% of the room rate in Low/Green/High Season and 100% of the Room Rate in Peak Season, subject to availability of the room. Additional park fees and meals charges may be applicable to facilitate this as well.

Insurance

Guests are advised to obtain comprehensive travel and health insurance for the duration of their trip to Tanzania. Mbali Mbali Lodges and Camps shall not be held responsible for any accident, loss, illness, theft and personal injury. It will also not accept responsibility or be liable for inconveniences or financial implications of any sort arising from any accident on the Lodge / Camp premises during the client’s stay.

Flying doctors coverage is not included and can be added to the booking as an additional charge of US$50 per person. This covers the guest within East Africa for a period of 14 days. In the event of a medical emergency, the guest will be airlifted to a hospital in Nairobi. All hospital charges is payable by the guest and it is the guests’ responsibility to ensure that they have sufficient medical and travel insurance cover in place to cover any in-hospital medical expenses and / or any associated costs once admitted to hospital.

Guest can book this coverage directly at https://flydoc.org/.

Visa Requirements

Visas may be required to enter Tanzania. It remains the sole responsibility of the client to have a valid passport, visa, permits, travel documents, vaccinations and any other relevant medical certificates. Mbali Mbali Lodges and Camps will not accept any responsibility should a client be refused entry due to incorrect or incomplete documentation. Please visit https://visa.immigration.go.tz/

Baggage

Temporary or permanent loss of baggage is the responsibility of the client or the carrier. It is not the responsibility of Mbali Mbali Lodges and Camps and any expense involved in such a loss is entirely the client’s or the respective carrier’s responsibility. Only soft bags are allowed as baggage allowance, including hand luggage, on all flight sectors and should not exceed 15kg per person. If guests are flying with a more than 15kg per person of luggage, they will need to pre-book an extra seat on the flight to accommodate this. Any excess baggage will not be boarded on the flight and may be left at the airstrip. In this event, all costs in relation to onward transport of excess luggage will be charged to the guest.

Complaints

Guests satisfaction is our priority. Any complaints concerning accommodation, food and beverage, service or any other issues relative to the Lodge or Camp must be reported on site manager for immediate resolution. Following that, any dissatisfaction arising with the handling and resolving of the complaint on site must be lodged in writing to Mbali Mbali Lodges and Camps no later than 14 days after the clients’ departure.

Force Majeure

Force Majeure means, in relation to Mbali Mbali lodges and camps, any circumstances beyond the reasonable control of Mbali Mbali related companies (including, but without limitation, acts of God, explosion, floods, tempest, fire or accident, war or threat of war, sabotage, insurrection, civil disturbance, requisition, Government intervention, weather condition, pandemic, or other untoward occurrence). Neither party is liable for the delay or failure to perform any of its obligations under this agreement, in so far as the performance of such obligation is prevented by a force majeure event.

Each party shall notify the other party of the occurrence of such a force majeure event and shall use all reasonable endeavors to continue to perform its obligations herein for the duration of such a force majeure event.

However, if any such force majeure event prevents a party from performing all its obligations hereunder for more than one (1) month, then the other party may terminate this agreement by notice in writing.

Acceptance of Terms

Acceptance of a quote from Mbali Mbali Lodges and Camps by the payment of the associated deposit or balance invoice constitutes consent to all provisions of the conditions in our trading terms.

Covid-19 Measures and Temporary Trading Terms

(Amended 1 July 2022)

The impact of COVID-19 is sure being felt across the globe and in particular the tourism industry. Whilst the situation is changing daily, we want to assure you that we are all in this together.

We are monitoring the latest developments from the World Health Organization and public health officials. The health and safety of our guests and staff remain our priority. As a result, we are amending our policies to provide guests both flexibility and security to continue booking their stay with Mbali Mbali Lodges and Camps. This amended policy will stay in effect until the World Health Organization declares the status of the pandemic as over.

Covid-19 Related Postponements and Cancellations

Bookings confirmed with a deposit, or paid in full are eligible to postpone travel for up to 18 months based on the following Covid-19 related criteria, with immediate effect:

The guest(s) has contracted Covid-19 within 14 days prior to arrival
There is a lock-down/travel restriction sanctioned by the guest(s) country of residence or any country included in the guest(s) itinerary preventing their travel to Tanzania
The international flights have been cancelled with no alternative flight being available for the guest(s) to proceed with their travel to Tanzania

The cancellation charges pertaining to Mbali Mbali Lodges and Camps accommodations will be dependent on when we receive a written notification via email regarding the decision to cancel/postpone travel.

More than 90 days prior to arrival, 0% is charged to postpone travel.
Between 89 days and the day of arrival, 20% is charged to postpone travel.

At the time of postponing the booking:

We will deal with each booking individually, making every effort to assist in rebooking or postponing travel up to 18 months
We will clearly communicate what costs are not recoverable from the full invoice value of the original booking and what credits can be used towards rebooking travel i.e. any government fees, activities, flights, or third-party operated services may be non-refundable and eligible to cancellation charges beyond our control.
Every effort will be made to avoid cost increases; if the deferred booking is made for travel in a different season, or availability of services means that the costs of government fees, third-party operated services, or accommodation have increased, the agent/ guest will be liable for the difference in costs associated with the postponed booking. This will be the case even if the cost increases are unknown at the time of rebooking.
Special offers applied to the original booking may not be applicable to the deferred booking if they are expired.
If a confirmed booking is canceled completely instead of being postponed, our standard cancellation policy will be applied.
For any other queries, please refer to our standard terms and conditions; these will apply where proof of Covid-19 related criteria for cancellations/postponements is insufficient. Mbali Mbali Lodges and Camps will not be liable for expenses related to delays in Covid-19 testing which impacts the guest(s) inbound or outbound travel. Please feel free to contact us if you have any questions.

New Reservations

We highly recommend that your guests opt for comprehensive travel insurance to incorporate the current situation of this pandemic to ensure any funds lost can be recovered.

Health, Safety and COVID-19 Measures

Tanzania's borders are now open for tourists. Quarantine is not mandatory, unless you show symptoms of Covid 19, and you can transit to your onward destination immediately. Government officials have implemented temperature checks of all passengers at airports. If the temperature is higher than 37.5 Celsius then the passenger will not be allowed to travel and they will be required to seek medical advice. Hand sanitizing stations will be made available throughout the terminal and all passengers must wear masks. We are monitoring instructions on advisories issued by the Ministry of Health, Community Development, Gender, Elderly and Children (MoHCDGEC). Standard Operating Procedures (SOPs) have been distributed to all sectors as a general guideline and have been based on the WHO and other international guidelines. In case of any medical emergency while in Tanzania, please call the Health Emergency Number 199 from any phone; this is a free call and available to anyone seeking medical assistance related to Covid-19 when in the country. As per the travel advisory issued on 16 March 2022, please note the following:

All travelers including Tanzanians, returning residents and members of the crew/layovers are required to truthfully fill in an online Traveler's Health Surveillance Form available at https://afyamsafiri.moh.go.tz/ for Tanzania mainland. all travelers are required to present a valid negative covid test within 72 hours before travel on exiting Tanzania.
Fully vaccinated travelers, will be exempted from both RT PCR and Rapid Antigen Test requirements. Travelers will be required to present a valid vaccination certificate with QR code for verification upon arrival. The only accepted vaccines are those which have been approved by the URT and the World Health Organization.
Not fully vaccinated, unvaccinated and those not eligible for vaccination due to their country policy will be required to present a negative COVID-19 RT- PCR or NAATs certificate with QR code obtained within 72 hours before departure. If travelers originate from countries listed at www.moh.go.tz or Points of Entry will be tested for COVID 19 upon arrival using a Rapid Antigen Test at their own cost of 10 USD (TZS 23,000) for Tanzania Mainland. If found positive they will be tested with RT- PCR for confirmation, allowed to self-isolate and the results will be sent via email or any other means.
Children aged 5 years and below will be exempted from both RT PCR and Rapid Antigen Tests requirements.

We have put specific measures in place to ensure the safety of our employees and our guests. On a daily basis, we are working to ensure that we meet the latest guidance on hygiene and cleaning.

Symptom Plan

We have a plan in place around procedures to take care of any guest or staff member displaying COVID-19 symptoms.

Staff Training and Protocol

Our staff members have been briefed about the nature and severity of COVID-19 and related viruses to ensure the safety of themselves and our guests.

Signage and Information

Clear signage or other forms of information are present to educate and inform guests about our health and safety protocols.

PPE (Personal protective equipment)

The use of Personal protective equipment (PPE) is mandatory at our premises. This includes the use of face masks and face shields.

Cleaning and disinfecting procedures

We use hotel-grade cleaning products and protocols which are effective against viruses in all areas accessible to staff and guests. This applies to all areas including guest rooms, public areas, dining areas and staff quarters.

Check-in Procedure

Our check-in procedure may include having temperature taken and sanitizing of hands. Hand sanitizers and washing stations will be made available on the premises. Cold/Hot towels will no longer be provided on arrival.

Food and Dining

We prepare and serve food and beverages in a clean and safe manner. We have adapted our dining facilities and protocol to promote social distancing and minimize human contact.

Transfers

Our vehicles and boats are sanitized on a regular basis. We may limit the number of passengers per journey and require the use of PPE by all passengers during transfers.

Laundry

We have adopted an in-house laundry protocol to ensure the efficient disinfecting of bedding, re-usable face masks, and garments using hotel-grade cleaning products.