Here you can find details of RestNest Hospitality Corp (herein referred to as “RN”) policies. the following Policies, Responsibilities and Disclaimers apply to each confirmed reservation
This is a vacation rental and the Resident Tenancy Act does not apply.
Important: Our properties are protected by SUPERHOG – a globally recognized trust and safety company that allows hosts and guests to confidently transact.
Please note that once you have booked, you will be contacted directly by SUPERHOG to complete your booking validation, which includes ID verification. We also use SUPERHOG to collect either a fully refundable deposit (plus a non-refundable admin fee) or a non-refundable damage waiver.
Both the deposit and the waiver cover you for any accidental damage caused during your stay. Please complete your validation prior to check-in.
COVID-19 UPDATE: RestNest Hospitality corp recognizes the unique set of circumstances currently at play around the world surrounding the COVID-19 outbreak. As this is an evolving issue with an indefinite date of resolution RestNest Hospitality corp has adjusted our cancellation policy for all reservations made April 22, 2021, onward. COVID-19 booking and cancellation policies do not apply to long-term or monthly reservations.
RENTER REQUIREMENTS: For legal and accounting purposes, the person placing the reservation must be the same as the credit/debit card holder & an occupant in the home. This person is considered to be the Guest. All other persons involved with the rental are considered to be the Guest’s invitees, and all discussions regarding reservation, cancellation and damage policies will be discussed with the Guest, not the Guest’s invitees. The Guest understands that RN rents to responsible adults with a minimum age of 30. If your group is all adults, then all guests must meet our minimum age of 30.
DOWN PAYMENT/ PAYMENT: A 50% deposit must be paid at the time of booking to confirm property and is considered non-refundable however it is considered transferable in the form of a CREDIT with NO EXPIRY if you choose to cancel prior to Final Payment. The remaining balance will be due 45 days prior to arrival. Upon receipt of payment, all final payments are considered non-refundable but transferable in the form of a CREDIT with NO EXPIRY if you cancel up to 31 days prior to arrival. Where full payment is required at the time of booking, all monies are deemed non-refundable upon receipt of payment but transferable in the form of a CREDIT with NO EXPIRY if you cancel up to 31 days prior to arrival. Within 31 days of arrival, all reservations are considered non-refundable and non-transferable. Please review our FORCE MAJEURE policy in the case of circumstances beyond our control.
BALANCE PAYMENT: If no other payment is received 45 days prior to arrival, we will automatically run the balance on the credit card on file. Balance is due no later than 45 days prior to your arrival date. We can keep the balance payment on the same credit card used for the initial payment or you can call with a different credit card.
ARRIVAL TIME: Check-in is at 3 pm. Early arrivals may be arranged pending other reservations and the housekeeping schedule and are not allowed during the peak Summer period. Please contact us 24-48 hours prior to your arrival to make these arrangements. Unless you have specifically arranged for an early arrival time, please do not arrive at the property before your scheduled check-in time.
DEPARTURE TIME: Check-out is at 10 am. Your prompt departure is appreciated so we can prepare the home for any incoming guests. A 1-hour late departure may be arranged pending other reservations and the housekeeping schedule. If you have not arranged for a late checkout, you may be charged $35 for each hour beyond 10 am you are still on the property, at a minimum of one hour. If the home has not been vacated by 3 pm, a fee equal to the rental rate of 2 ½ days may be assessed.
CANCELLATIONS: Cancellations and reschedules made by the Guest may be made up to 60 days before the first day of your reservation. Full refund for cancellations made within 48 hours of booking, if the check-in date is at least 14 days away. Cancellations or reschedules made by Guest with less than 60 days notice will result in 100% loss of all payments less any security deposit or damage waiver. All reservation changes must be acknowledged in writing.
NUMBER OF GUESTS/CONDUCT OF GUESTS: Our maximum occupancy refers to the number of people allowed in the home at any given time (ie includes guests & visitors), some of which may be mandated by certain regulations. Exceptions towards the maximum number of people allowed may be made for children under the age of 2. Guest(s) agrees that more than the number of people stated on the reservation shall not occupy the premises. The number of guests includes visitors, even if they are not staying overnight. Unauthorized people at the home at any time will result in a double charge for each additional guest or a maximum occupancy charge (whichever is more), and loss of any security deposit, in addition to any and all damage, disturbance, and cleaning charges. The rental is not intended for parties, nor gatherings at any time of anyone except those who have paid to occupy the property. Exceptions are made on an individual basis – please contact RN for prior approval. If there is excessive noise or music, any illegal activity, or evidence of a violation of these policies, you may be asked to vacate the premise without any refund and additional charges may be assessed. Please inform us of any change in the number of guests before your arrival to avoid these charges and so the home can be prepared appropriately for your group. No exceptions or refunds are given for changes in the number of guests after your arrival.
UPON ARRIVAL: Take a look around the home. If there are concerns or issues with your rental property, please immediately contact our office (leave a message if there is no answer). No refunds or considerations are given unless were notified of problems during your stay. We will provide a form for you to document any pre-existing damage so you won’t be held responsible, as well as a claim form for any damage that happens during your stay (if you purchased the Vacation Rental Damage insurance).
DAMAGE POLICY: Every reservation requires a $79 Property Damage Protection policy (“PDP”). This PDP plan covers unintentional damages to the rental unit interior that occur during your stay, provided they are disclosed to management prior to check out. The policy will pay a maximum benefit of $1,500. Any damages that exceed $1,500 will be charged to the credit card on file. If you damage the real or personal property assigned to your rental accommodation during the trip, the Insurer will reimburse the lesser of the cost of repairs or replacement of the property, up to $1,500.
As a condition to the rental of all Vacation Properties, RN reserves the right to charge the Guest’s credit card for any and all uncovered Guest/Invitee caused losses and damages sustained to the Vacation Property throughout the duration of their period of occupancy. In the event of any uncovered Guest/Invitee-caused loss or damage to the Vacation Property, including, but not limited to, undue cleaning, eviction, service calls, service charges, fines/assessments, repairs or replacements, plus all applicable taxes, RN is hereby granted the right to charge the Guest’s credit card. An itemized statement outlining all associated costs will be sent via regular or electronic mail to the address submitted by the Guest at such time as the reservation was booked. By written or electronic endorsement of this Agreement, the Guest hereby agrees to pay for all such charges, as defined above and on the proceeding pages.
EMERGENCIES/ MAINTENANCE: In the event of a problem getting in the home or if there are problems with the condition or functionality of the home, please immediately contact the RN office (leave a voice message if there is no answer) at (778) 858-4942. If it is after office hours we will make every effort to return your call as soon as possible. For after-hours emergencies only, please contact (leave a voice message if there is no answer and text) (778) 858-4942.
POWER/ WEATHER RELATED CANCELLATION: RN does NOT issue refunds due to acts of nature such as weather, road conditions, snow conditions, power outages or fires. If the property is uninhabitable due to such circumstances and you did not purchase insurance, reservations can be rescheduled for future dates within one year of the reservation date.
CLEANING FEE(s): A non-refundable cleaning fee is required with all reservations. This fee is for our housekeepers who dust, vacuum, sanitize, clean linens and towels, maintain the hot tub and remove refuse from the property. Guest(s) are required to follow all check-out procedures detailed in this agreement and leave the property in the same general and good habitable condition it was in when the Guest(s) arrived. Undue and/or unreasonable cleaning of the cabin shall be charged to the Guest’s/Cardholder’s credit card as an Additional Cleaning Charge at a rate of up to $75/hour, with a one-hour minimum. This also applies to the property exterior, grounds, BBQs and hot tubs (if so equipped).
CLEANING REQUIREMENTS: A starter supply of expendable supplies such as paper goods and soap is provided; please bring additional if you feel this will not be adequate. Basic cleaning supplies are stocked to do your own cleaning during your stay. Housekeeping is not provided during your stay unless previously arranged. Failure to comply with pre-departure cleaning requirements resulting in excessive cleaning will be charged to your credit card at $75/hour, with a one-hour minimum:
1) Place soiled towels in the bathtub.
2) All dirty dishes, cookware and eating utensils should be washed, rinsed, dried and put away in the proper location.
3) Floors should be in generally good condition and ready to be vacuumed by our housekeepers.
4) All household trash & garbage should be picked up & put in the appropriate waste bins/containers.
5) Refrigerator and microwave should be left clean and free of food.
6) All appliances (stove, oven, BBQ, etc.) should be left in a clean condition and free of spills and grease.
7) Please wipe down counters and other surfaces.
8) All litter must be picked up from the premises and placed in the outside garbage cans, tied securely in trash bags.
9) Please try not to leave any pet hair in the home! Duct tape works great on furniture
10) GLITTER AND CONFETTI ARE NOT ALLOWED AT ANY PROPERTY, INSIDE OR OUTSIDE.
LINENS & TOWELS: Bath towels, sheets, pillows and blankets are provided. DO NOT take the home’s linens or bath towels outside. Bring items with you that you may need for beach use, sunbathing, or smoking outside. Please allow us to wash the home’s linens unless you need clean linens during your stay.
SMOKING: Smoking is NOT permitted on any RN Property or anywhere outside the premises. If there is any tobacco smell in the home after your departure, there will be a minimum $250 charge. Oil lamps and incense are not permitted due to the long-lasting odour. If these policies are violated, there will be a charge for excessive cleaning.
PLUMBING: Do not put any feminine products in the toilet. The toilets may be water-saving models and don’t have a strong flush – limiting the amount of toilet paper used will help prevent a clog. Plungers are provided if a clog occurs. Please do not pour grease down the drain.
SATELLITE TV & INTERNET: All properties are privately owned and have different subscription packages for cable and/or satellite and internet. RN does not guarantee any programs, events or reception. Guest(s) are liable for ordering any Pay Per View.
LEFT ITEMS: Please check carefully for belongings before you leave. Guests must send RN a self-addressed prepaid stamped envelope to have left items returned OR remit at $25 payment via PayPal (larger/heavier items may require an additional fee). Pick-up may also be arranged at our West Kelowna office. RN is not responsible for lost or stolen items. Any left items not claimed within 30 days will be donated to Goodwill.
RIGHT OF ENTRY: Guest(s) agree that RN reserves the right to enter the rental property any time to investigate disturbances, check occupancy, check for damage, to make such repairs, alterations or improvements as we may deem appropriate, or to show the property to prospective purchasers or guests (in which case prior notification will be given).
SECURITY & SAFETY RISKS: ALWAYS LOCK DOORS AND WINDOWS WHEN YOU LEAVE THE HOME! When you rent the home, you assume responsibility for it and its contents, as well as your personal property. Always lock the doors and windows when you leave the home. There is a key safe or door combo pad to which you will be given a code. This code is changed for security. Guest is responsible for lost key replacement costs. Children are welcome, but there are conditions in and around the home that may pose hazardous to them, as well as to adults, such as the beach, bay, and open stairways. RN does not assume any responsibility for injuries resulting from your failure to use due caution. Children must be supervised at all times.
INDEMNIFICATION & HOLD HARMLESS: While RN and its Property Owners strive to maintain Vacation Properties in the finest condition, no guarantees are expressed nor implied regarding suitability or for any particular purpose. All Guest(s) and their invitees use the Vacation Property structures and premises at their own risk. RN and its Property Owners shall not be held liable or otherwise responsible in any way for injury to any Guest and/or their invitees that is caused or permitted to be caused by the intentional or unintentional acts of said Guest(s) and/or invitees, or by the failure of structures, appliances (including but not limited to hot tubs, pools, and BBQs), furnishings and furniture (including but not limited to bunk beds), and/or other equipment, whether by malfunction, misuse, acts of God/nature, and/or are otherwise naturally occurring. No guarantees are expressed nor implied as to the suitability of utilities and other services provided to the Vacation Properties and adjacent structures and premises. No guarantees are expressed nor implied regarding the suitability/compatibility of materials utilized in the construction of the Vacation Property and/or its contents. RN and its Property Owners shall not be held liable nor otherwise responsible in any way for allergic reactions to Guest(s) or invitees, caused or permitted to be caused by materials utilized in the manufacture of the Vacation Property and/or its contents, nor from mold and/or airborne spores, nor from pet/animal allergens, nor from chemical agents including, but not limited to appliances, linens, carpeting, utensils, fixtures, hot tubs, and/or other equipment. By written or electronic endorsement of this Agreement, Guest(s) and invitees hereby agree to forever hold-harmless and indemnify RN and its Property Owners from and against all claims, demands, loss, liability/responsibility of any kind and character, including the cost of defence, arising out of or in any way connected with the Guest(s) use of the property.
FORCE MAJEURE: RestNest Hospitality corp. will not be liable for any claims, losses, damages, costs, expenses, delays or loss of enjoyment, of any nature or kind whatsoever, to you or your travelling companions or other group members resulting from events beyond our or a supplier’s reasonable control. This would include, but not be limited to, acts of God, strikes, lockouts or other labour disputes or disruptions, wars, blockades, insurrections, riots, earthquakes, weather conditions, snow conditions, lift closures, road closures, floods, or acts or restraints imposed by government authorities. Should the property not be available or altered due to an act of God such as flood, fire etc. The guest can either choose to stay at the property, move to another property based on availability or receive a credit to be used at another time. If the guest chooses to cancel then they would be refunded less than a 23% cancellation fee.