Ongava News
I hope this message finds you in good health and spirits? We are happy to report that we are in fine fettle despite having endured drought, flood, earthquake, fire and plague – both locusts and Coronavirus – all in the past 36-months. It would seem the ancient Chinese curse … may you live in interesting times … is playing out in full.
As always first and foremost is to express our heartfelt gratitude to you for your brilliant support and encouragement through these character building times. We are touched and motivated by your enthusiasm and positive reinforcement for that which Ongava does and believes. While we were disappointed by the treatment Africa camps and lodges experienced since lockdown we understand the one-sided consumer protection legislation provides their justification.
In the absence of any state support the Africa camps and lodges set about rescuing their businesses. Sadly, this cost cutting entailed mass retrenchments of loyal colleagues. For Ongava we reduced the remaining staff wage bill and remain on reduced wages for the foreseeable future. To squeeze out the funds to the bare minimum overhead all non-critical activities were suspended, capital projects frozen and bank debt commitments re-negotiated. At the same time we reinforced protection of the wildlife. To avoid security personnel contracting COVID-19 the Reserve has remained in lockdown. We are relieved that no Ongava or Ongava Research Centre staff member has tested positive to date.
The vaccine rollout has allowed Ongava to review lockdown and partially open from June 2021. On April 15th 2021 we announced following fourteen months of closure we’re thrilled to share that we are back in business; emerging from suspension of services Ongava will be taking our first tentative steps into reactivating hospitality on Tuesday June 1st, 2021. Our goal is to get one, possibly two camps off life support and standing on their own two feet. Once we achieve the first two camps becoming financially self-sustaining we’ll review opening additional camps.
The Ongava team is closely monitoring the ongoing Covid-19 developments worldwide as the health and welfare of our guests, staff and their families will at all times continue to be our primary concern. Whilst the pandemic remains official Ongava hospitality services will operate in Safe Mode. We would like to share with you some of the additional procedures that we have implemented to give you peace of mind when returning to the Ongava Game Reserve.
We have always focused on strict sanitation procedures at all our properties, and in light of Covid-19, we are following the advice issued by local government and incorporating all updates issued by the World Health Organization (WHO) and the Centres for Disease Control (CDC) into our policies.
Our lodges have been designed with space and exclusivity in mind and therefore the public spaces such as the dining area allows sufficient space for social distancing and all our guests will be advised to practise safe social distancing protocols.
Our team further understand that it is crucial to take extraordinary measures to stay healthy and to respond to new requirements and expectations. Therefore, every member of the Ongava team is provided with ongoing training on sanitation and social distancing protocols with more comprehensive guidelines given to guest-facing staff and our housekeeping team.
Ongava Safe Mode
We are confronted with a radically changed landscape that requires adaptation to survive. The following will apply for the duration of Safe Mode:
° Initially Ongava Lodge and Little Ongava will welcome all guests
° Bookings made at Anderssons and at Ongava Tented Camp will be offered to change to Ongava Lodge or upgrade to Little Ongava.
° Priority will be awarded to fully paid bookings.
° All Bookings that do not have a deposit paid to Ongava at twenty-one days prior to check in will be released.
° Full payment of published rates prior to arrival qualify for 2,5% discount.
° Ongava is happy to waive Cancellation Penalty up to 48 hours prior to check-in at accommodation, in connection of a COVID-19 related termination: COVID-19 cancellation is related to border closures or suspected illness of the guest. The guest(s) in question will need to provide reasonable support for the failure to travel. Please refer to Ongava General Information Manual [pdf, 354kb] cancellation policy for full information.
°° No Shows are charged in full, irrespective of any circumstances.
°° Travel Insurance remains a condition for booking Ongava, for your peace of mind ensure that you are insured for COVID-19 and related issues, both health and travel insurance, no exceptions will be entertained or granted.
° As always, and particularly during the pandemic we encourage responsible behaviour – regardless of vaccine status no person is 100% immune to COVID-19. Ongava is intolerant of transgressors that pose a hazard to fellow travelers, guides, pilots, hospitality and game reserve staff.
° Ongava Safe Mode is the modus operandi for the business for the duration of the official World Health Organisation SARS-CoV-2 Pandemic. As conditions change Safe Mode will be reviewed periodically.
The 21-day threshold
° Firstly, we (the caretakers of the land and wildlife) hold most of the risk.
° In the Pandemic travel uncertainty there are myriad “what if’s” affecting international travel. Through the fog of uncertainty Ongava seeks to have a fairly accurate idea who is arriving in three weeks’ time i.e. before we incur the direct costs such as diesel, food etc.
° What happens on the booking sheets prior to the three week practical threshold is largely abstract and theoretical. What we are focused on is preparing for the Guests that are actually going to Check In, and ensuring their stay exceeds their expectations in every respect.
° Were we to continue our old system we would discover the evening of their booking that a guest does not materialize. Of course, we’ll attempt to levy cancellation penalty – but we see these are rejected the past 13 months. Neither does travel insurance stump up. This will be ruinous for our business. It is a risk that Ongava is not prepared to take. When we book hotels in Europe, UK, USA we have to pay in full at time of booking, Ongava is applying the same at 21-days prior to Check In.
° While postponing bookings seemed to be the smart response at the time, on account of the continued Pandemic uncertainty, we expect only one in five bookings on our system to materialize. Ongava cannot afford to have four-fifths of our rooms “booked” and not travel – Safe Mode is designed to clear the committed from the maybes.
° We cannot risk opening for “maybe” bookings: one-fifth of our 2021 bookings is equivalent of 9% occupancy across the four properties and 18% occupancy if we can fit all of them (unlikely) into Ongava Lodge and Little Ongava. We have to try and sift the maybe bookings out so that we can try to sell the distressed space last minute.
° As we have experienced neither are Deposits reliable either. We are unable to find another way, other than full payment, to achieve the need to determine which booking is real versus the unreliable bookings.
° Being paid in full before a booking arrives is perfectly reasonable. This is not about advancing cash flow, it is 100% about being fairly paid for the actual guests that we do host. Where bookings are in competition for space we need to secure the booking that is most likely to travel. We do that by requesting payment in full. The guest that is prepared to pay gets the booking.
° Free cancellation up to 21-days prior to check in and receive full refund:
° for fully paid bookings, should their situation change prior the 21-day threshold, and they cannot travel for any reason, the guests can choose to postpone (Ongava retains the payment) and honour current year rate for any future year postponement (barring seasonal rate changes). Or,
° Where guests choose to cancel, their payment will be returned in full. So long as Ongava has 21-days (or more) to try to resell the distressed beds. As opposed to zero days to remedy the situation were the previous system perpetuated when we discover on the day of Check In that the Guests do not show up.
° To reiterate: Free cancellation for any reason with full refund for bookings that are confirmed (paid in full) in advance. However, once the 21-day threshold has passed on a confirmed (paid in full) booking the normal escalation penalties apply (exceptions where the specific COVID-19 exceptions are met):
It is with regret that we cannot make exceptions – we treat all Guest and Agents fairly by providing equal opportunity during these trying times to kickstart and rebuild their businesses again.
We are excited to warmly welcome you back to the Ongava Game Reserve. If you have any questions or need assistance please do not hesitate to contact the reservations team.
We and the wildlife are thrilled to welcome you soon!
