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Booking Policies

  • Renter Requirements.

    For legal and accounting purposes, the person placing the reservation (Guest) must be the same as the credit/debit card holder. 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 discussion regarding reservation, cancellation, and damage policies will be discussed with Guest, not the Guest's invitees.

    Guest must provide government-issued photo identification to confirm the reservation.

  • Dates and Cost

    The Guest shall pay 50% upon signing this agreement, and the full balance is due 30 days prior to the arrival date. If the booking has been fully pre-paid before signing this agreement, then no other rental payments shall be due. The Guest shall not let nor sublet all or any part of the Premises nor assign this agreement or any interest in it without prior written consent of Manager.

  • Guest Services Fee

    A Guest Services Fee is required for all reservations and is included in the reservation total paid. The Guest Services fee includes Accidental Damage Protection coverage for up to $500.00 CAD of unintentional damage (see item #4 below), after hours emergency service and concierge services. 

  • Accidental Damage Protection

    ZenAway requires a valid MasterCard, Visa, American Express or Discover number on file for all reservations. The Guest Services Fee includes Accidental Damage Protection which relieves Guests of the cost for unintentional and incidental damage to the Rental Property and its contents, not to exceed the amount of coverage purchased. The Covered Guest must report any theft or damage to the Rental Property or its contents to ZenAway staff prior to check-out.  Accidental Damage Protection covers up to $500.00 CAD of unintentional damage. Accidental Damage Protection does not cover intentional damage, theft, unintentional and incidental damage exceeding the amount of coverage purchased or any damage or flea infestation caused by a pet, unauthorized pets, property damage, extensive cleaning required at checkout, smoking in non-smoking units, exceeding occupancy or parking limits, unpaid rent, and any other mentioned charges/policies in the ZenAway Rental Agreement and Policies. Guest authorizes ZenAway to charge Guest's credit card in the event of the above listed exclusions. Guest will be notified of any damage/costs in writing. Any material damage to the Property will be charged immediately to the Guest's credit card. Guest assumes full responsibility for any items damaged due to misuse or negligence or action on Guest's part and for any items found to be missing. Violation of any condition of the terms of the ZenAway Rental Agreement voids the protection provided under the Guest Services Fee. If there is any damage to the Rental Property or its furnishings, the Guest agrees to be responsible for the cost to repair any damages (not covered by Accidental Damage Protection) done by either Guest, Guest invitees, or a Guest pet. All Rental Properties are inspected after check-out by a property inspector and reported to ZenAway for appropriate billing. {reservations_unit.additional_streamsign_term}

  • Cancellations

    1-2 Bedroom homes: For reservations of 14 days or less, a full refund less credit card processing fees will be offered if the reservation is cancelled more than 30 days prior to arrival. If the reservation is cancelled 30 days or less prior to arrival, no refund or credit will be available.

    3+ Bedroom homes: For reservations of 14 days or less, a full refund less credit card processing fees will be offered if the reservation is cancelled more than 45 days prior to arrival. If the reservation is cancelled 45 days or less prior to arrival, no refund or credit will be available.

    Reservations of 14 days or longer will receive a full refund less credit card processing fees if cancelled more than 45 days prior to arrival. No refund shall be available if the stay is cancelled 45 days or less prior to the arrival date. Valid on stays excluding Holiday period (see below).

    Holiday Period:

    For reservations with check-in date between December 17 - January 2 2024, and February 17 - 25 2024, a full refund less credit card processing fees will be offered if the reservation is cancelled more than 60 days prior to arrival. If the reservation is cancelled 60 days or less prior to arrival, no refund or credit will be available.

    COVID-19 Policy: 

    It is the Guest's responsibility to cover themselves and their party with appropriate travel insurance/trip cancellation insurance to cover you for all other events. We will not be issuing refunds or trip date changes for guests who test positive for COVID-19, come into contact someone who has tested positive for COVID-19, or for changes in government travel requirements.  Should a government-imposed travel ban or border closure prevent you from entering British Columbia prior to your arrival date, ZenAway Vacation Rental will offer  a full credit to be used within 12 months at the same property for which the original booking was made. 

    We are firm on the cancellation policy and will not be offering additional refunds outside of the cancellation policy above on the reservation. We highly encourage guests to purchase trip cancellation insurance if they would like coverage if their trip is cancelled for unforeseen circumstances. 

    Power/ weather related cancellation: 

    ZenAway does not issue refunds due to acts of nature such as: weather, road conditions, snow conditions, power outages or forest fires.

  • Upon Arrival

    If there are concerns or issues with your rental property, please immediately contact us (leave a message if there is no answer). No refunds or considerations are given unless we are notified of problems during your stay. Any pre-existing damage to the Premises or its contents must be reported by the Guest within 4 hours of check-in.

  • Emergencies & Maintenance

    In the event of a problem getting in the vacation rental or if there are problems with condition or functionality of the vacation rental, please immediately contact the ZenAway Vacation Rentals office (leave a voice message if there is no answer!) at (778) 800-2606. If it is after office hours we will make every effort to return your call as soon as possible. Non-emergency issues reported past 7:00pm that require on-site attendance will be resolved the following day after 9:00am.

  • Arrival Time

    Check in is at 4:00pm. An early arrival may be arranged for $15/hour of early check-in, pending other reservations and the housekeeping schedule. Please contact us 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 schedule check in time.

  • Departure time

    Check out is at 11:00am. Your prompt departure is appreciated so we can prepare the Premises for any incoming guests. A late departure may be arranged for $15/hour of late check-out, pending other reservations and the housekeeping schedule. If you have not arranged for a late check out, a late check-out fee of $50 will apply for the first hour, and an additional $50 per hour you have not left the premises. If the Premises has not been vacated by 4:00pm, a fee equal to the rental rate of one day will apply.

  • Number of Guests

    Guest agrees that no more than the number of people stated on the reservation shall occupy the Premises. Unauthorized people at the Premises at any time could result in extra charges for each additional guest, 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. If there is excessive noise or music, any illegal activity, or evidence of 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 Premises can be prepared appropriately for your group. No exceptions or refunds are given for changes in the number of guests after your arrival.

  • Bike Storage

    Bikes are not allowed in the Premises. A secured storage facility may be available in the building or an alternative arrangement may be available at the Premises.

  • Noise

    In order to promote an enjoyable experience at the property, excessive noise will not be tolerated. Security has the option to evict and / or fine guests after one verbal warning. Noise complaint fee is $500 and will be charged to the card on file. No one under the age of 18 shall be permitted to occupy the Premises without an adult in attendance.

  • Linens & towels

    Towels, sheets, pillows and blankets are not meant for outside use.

  • Smoking

    Smoking and vaping are not permitted in any ZenAway Vacation Rentals property. If there is any tobacco or marijuana smell in the Premises after your departure, you will be charged a deep clean fee. Oil lamps and incense are not permitted due to the long-lasting odor. If these policies are violated, there will be a charge for excessive cleaning. It is also not permitted to consume illegal drugs on the Premises.

  • Hot Tub

    Guest must observe any posted safety information. The hot tub cover must be in place and latched when the hot tub is not in use. Children under the age of 18 are not allowed to use the hot tub without constant adult supervision. Temperature of the hot tub should NEVER be elevated above 104 degrees. Pregnant women and young children should not use the hot tub without first consulting a physician. Persons with injuries or medical conditions should consult a physician prior to using the hot tub. Extreme care should be taken to ensure that hair and clothing does not become entangled in the drain(s).  The hot tub is cleaned and balanced prior to every guest arrival. Any damage to the hot tub by adding chemicals, fragrances, soap bubbles or smoking etc. will results in a $250 charge to the card on file. 

  • Plumbing

    Do not put any feminine products in the toilet. Plungers are provided if a clog occurs. Please do not pour grease down the drain.

  • Pets

    NO PETS of any type shall be permitted by Guest or his/her invitees within the Property unless approved in advance. If an unapproved pet is found to have occupied the Property, a $500 deep clean fee will be charged. ZenAway has a few select properties that are pet friendly and pets may only be brought to these select properties. One dog is allowed, and due to allergy issues, no cats will be permitted.  Pets must remain off furniture and excess pet hair removed prior to check-out or extra cleaning costs may apply. Guests shall not allow pets to defecate or urinate within the Property or around common property. Pets must be leashed around common property, and any noise complaints resulting in fines shall be forwarded on to the Guest and charged to the card on file. The pet fee and damage waiver do not cover damages to the home or its contents. Any extra cleaning or damaged items shall be charged to the card on file. 

  • Right of entry

    Guest(s) agree that ZenAway Vacation Rentals 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. Manager reserves the right to terminate the Agreement and evict the Guest and his/her invitees should any of the above rules and regulations be violated.

  • Security & Safety Risks

    Always lock doors and windows when you leave the Premises! When you rent the vacation rental, you assume responsibility for it and its contents, as well as your personal property. ZenAway Vacation Rentals does not assume any responsibility for injuries resulting from your failure to use due caution. Children must be supervised at all times. Candles are not allowed due to fire hazard except citronella candles in buckets outside.

  • Indemnification and Hold Harmless

    While ZenAway Vacation Rentals Ltd. 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. ZenAway Vacation Rentals 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 hot tubs and BBQ's) furnishings, 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. ZenAway Vacation Rentals 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 ZenAway Vacation Rentals and its property owners from and against all claims, demands, loss, liability/responsibility of any kind and character, including cost of defense, arising out of or in any way connected with the guest(s) use of the property.

  • Governing Law

    The Rental Agreements shall be governed and construed in accordance with the laws of the Province of British Columbia.

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