Terms and Conditions

These Terms and Conditions apply to reservations, accommodation and services provided by The Retreat at Ngorongoro Ltd., referred to below as “the Lodge”, “we”, “us” or “our”.

Please read these terms together with your booking confirmation, the applicable tariff and, where relevant, your signed agency agreement. Payment schedules, cancellation charges and other booking-specific conditions must be communicated and agreed as part of your reservation.

1. Agent Partnerships and Confidential Rates

The Retreat at Ngorongoro Ltd. welcomes partnerships with professional tour operators and travel agents worldwide.

Access to confidential agency or wholesale rates requires a valid contractual agreement for the relevant operating year, fully executed and signed by both the agency and The Retreat at Ngorongoro Ltd. Submitting documentation does not, by itself, establish a partnership or entitlement to confidential rates.

Tanzanian Registered Companies

Agencies registered in Tanzania must provide:

A certified copy of the Certificate of Company Registration or Incorporation.
A valid Tourism Agency Licence (TTLB).
A Value Added Tax (VAT) Registration Certificate.
A Taxpayer Identification Number (TIN) Certificate.
A verified physical office address and full corporate contact details.

Overseas and International Agents

Agencies registered outside Tanzania must provide:

A certified copy of the company’s official Business Licence or Commercial Registry document.
Full corporate contact information and a physical office address.
Clear, high-resolution passport copies of the person or persons legally authorised to sign contracts on behalf of the agency.

Please contact our Sales and Marketing team to initiate a partnership and arrange submission of the required documentation.

2. Reservations and Booking Confirmation

All reservations are subject to availability and written confirmation from the Lodge.

A booking request, agency voucher or payment instruction does not, by itself, secure or guarantee a reservation. A reservation is secured only when the Lodge has issued written confirmation and the applicable payment requirements have been met.

Agents are responsible for communicating the relevant booking conditions, payment requirements, cancellation terms and property information to their guests before confirming arrangements.

3. Pre-Payment and Credit Policy

The Retreat at Ngorongoro Ltd. operates on a strict pre-payment basis.

All bookings must be paid in advance according to the payment milestones and deadlines stated in the applicable signed agreement or booking confirmation. Full payment must be received and cleared before arrival, unless management has expressly agreed otherwise in writing.

Sending a transfer receipt or other proof of payment does not establish that funds have cleared. Payment remains subject to verification by the Lodge.

Failure to meet an agreed payment deadline may result in the reservation being released or services being withheld, in accordance with the applicable booking terms.

4. Cancellations and Booking Amendments

The cancellation policy stated in the applicable signed contract or booking terms forms part of these Terms and Conditions and must be read together with them.

For agency reservations, the cancellation provisions in the relevant agency agreement apply. For direct reservations, the applicable cancellation conditions must be provided with the quotation or booking confirmation.

Please submit cancellation and amendment requests in writing to our Reservations team. Amendments are subject to availability and any applicable charges.

If you have not received the cancellation conditions for your reservation, please request them before confirming your booking or making payment.

5. Cashless Payment Policy

The Retreat at Ngorongoro Ltd. operates a strictly cashless environment throughout the property and its reservations offices.

We accept payment through:

Electronic bank transfers, including EFT and SWIFT transfers.
Secure credit or debit card payment facilities.

Cash payments are not accepted.

Banking instructions and card payment arrangements must be obtained directly from our authorised Reservations team.

Accommodation, meals, activities and other hospitality services will be provided only once the required payment has been received and cleared, except where management has approved a written exception.

6. Exceptional Arrangements and Outstanding Balances

In exceptional circumstances, management may, at its sole discretion, permit guests to check in while an agency payment is awaiting clearance. Such permission does not waive the outstanding payment obligation.

Any exceptional arrangement must identify the outstanding amount, the payment deadline and the party responsible for settlement.

Where a guest has expressly agreed to accept responsibility for an unpaid booking balance, the agreed amount must be settled by credit or debit card before check-out if the agency payment has not cleared.

An agency’s failure to pay does not, by itself, establish that its guests have accepted personal responsibility for the agency’s debt. Responsibility for outstanding amounts will be determined by the applicable agreements and law.

Any additional charges incurred directly by guests and payable by them must also be settled before check-out.

7. Public Rates and Tariffs

Our published walk-in tariffs for 2026 and 2027 are available below:

View or Download 2026 & 2027 Walk-In Tariffs (PDF)

Public walk-in tariffs are separate from confidential agency and wholesale rates.

Please consult the applicable tariff and your booking confirmation for accommodation categories, occupancy, meal plans, inclusions, supplements and children’s rates.

Rate Adjustments

Published rates may be revised in response to major unforeseen circumstances, including changes in government taxes, statutory levies, conservation fees and park charges.

Any adjustment affecting an existing reservation will be communicated in writing, with an explanation of the applicable change. Adjustments to confirmed or contracted bookings remain subject to the relevant agreement and applicable law.

8. Check-In and Check-Out

Standard check-in is from 2:00 p.m., and check-out is by 12:00 noon.

Please contact Reservations in advance if you require an alternative arrangement. Early check-in and late check-out are subject to availability and confirmation by the Lodge.

9. Location and Travel Arrangements

The Retreat at Ngorongoro is located in the Tloma area of Karatu, Tanzania, overlooking the Ngorongoro Forest.

The Lodge is not situated on the Ngorongoro Crater rim. Its countryside location offers a peaceful setting from which guests can explore the surrounding region.

Guests and booking agents should confirm the Lodge’s location, route and transfer arrangements before travel. Travel times depend on the route, weather, road conditions and traffic.

Please contact our team for directions and assistance with arrival arrangements.

10. Wildlife and Guest Safety

Our little paradise lies beside the Ngorongoro Conservation Forest, within an unfenced natural environment. Wild animals may enter or move through the Lodge grounds, and wildlife encounters are possible.

Guests must exercise appropriate care and follow instructions provided by Lodge staff. In particular, guests should:

Keep a safe distance from wildlife.
Never feed, approach, provoke or attempt to touch wild animals.
Supervise children at all times.
Request staff assistance when moving around the grounds if advised to do so or if wildlife is present.

Guests should report wildlife sightings or safety concerns to Reception promptly.

11. Liability

Guests acknowledge the inherent risks associated with staying in a natural environment where wildlife may be present.

To the extent permitted by applicable law, The Retreat at Ngorongoro Ltd. excludes liability for loss, injury, property damage or death arising from inherent wildlife risks or circumstances beyond its reasonable control.

Nothing in these terms excludes or limits liability that cannot lawfully be excluded or limited, or removes any mandatory rights or remedies available under applicable law.

12. Travel and Medical Insurance

We strongly recommend that all guests obtain comprehensive travel and medical insurance before arrival.

Cover should be appropriate for the itinerary and include, where available:

Medical treatment and emergencies.
Emergency evacuation and repatriation.
Wildlife encounters and planned safari activities.
Trip cancellation, interruption and delays.
Loss of or damage to personal belongings.

Guests should check policy limits, exclusions and activity cover directly with their insurer.

13. Contact Us