Lagoons Family Retreat

Cancellation Policy

Cancellations have varying refund rules based on how far in advance the request is received before the check-in date.

• Up to 6 Days Before: No Refund
• Between 7-13 Days Before: No Refund
• Between 14-29 Days Before: No Refund
• Between 30-44 Days Before: No Refund
• 45+ Days Before: Loss of Deposit / Balance Not Paid

Risk-Free Cancellation
For reservations with arrival dates greater than 7 nights in the future, there is a 24 hour grace period from confirmation to cancel and receive a refund of the amount paid with a 3% processing fee deducted. Contact info@alluradirect.com directly in this scenario.

Guest Cancellation Policy

For cancellations that are not eligible for any refund amount, the property owner will refund the amount recovered by rebooked dates. This will occur within 2 weeks after the departure date to confirm what dates were rebooked from the cancelled reservation.

Cleaning and pet fees are always refunded if the reservation is canceled before check-in. The alluraDirect service fee is non-refundable unless the cancellation is due to a special circumstance. alluraDirect will mediate cancellation disputes when necessary, and has the final say in all disputes and resolution between the parties.

Cancellation policies may be superseded by the website extenuating circumstances policy, or cancellations by alluraDirect for any other reason permitted under the Terms of Service.

Special Circumstances Cancellation Policy

If your country or airline has an official no travel restriction in place, or the mountain operations are closed for skiing for the dates of your travel, a 100% refund less a 5% processing fee is offered on the full amount paid (accommodation, service fees, surcharges, taxes etc). This policy applies up to 90 days before the booked arrival date./nWe wish to ensure our guests feel confident that they can book with peace of mind knowing we are making efforts to be as flexible as possible in these uncertain times.

House Rules

Max Guest Capacity The maximum sleeping capacity is 7. Additional persons will result in immediate eviction.

Minimum Age To Book Sorry, we will not accept groups of guests where the responsible person is under 25 years of age.

Check-In Time Check-In time is 4:00 PM. This time is strictly enforced unless the property manager has agreed to an adjustment for your group.

Check-Out Time Check-Out time is 10:00 AM. This time is strictly enforced unless the property manager has agreed to an adjustment for your group.

Quiet Time No noise after 10:00 PM. Fines will be issued. Complaints of excessive noise will result in eviction without refund.

Suitability & Eligibility Policies

Smoking Absolutely no smoking allowed. Guests liable for all costs of special cleaning and fumigation, if housekeeping staff detect any evidence of smoking in the property.

Pets No pets allowed. No exceptions. Guest liable for costs of special cleaning, including carpets, if housekeeping staff detect any presence of pets in the property.

Long Term Rentals Sorry, we do not allow long-term renters longer than 30 nights.

Parties & Events Absolutely no parties or special events can be hosted in the property and premises. Complaints of excessive noise or party size, will result in eviction without refund.

Travel Resellers We do not accept Travel Reseller bookings.

Wheelchair Accessible Property can accommodate wheelchair use and wheelchair access.

Account Policies

Guest Stay Contract	By reserving online via your credit card, you are agreeing to our terms and conditions. By clicking the AGREE button when paying online, you acknowledge that you have legally accepted, read, understood, agree with, and will comply with our publicly advertised policies (including payment terms) on our web site.
Guest ID Documents	We and our in-resort contacts reserve the right to ask all Guests for identification (one with photo) before or during their stay, to confirm their eligibility to book and stay in our property.
Guest Account Termination	The Owner or their Contact reserve the right to request permanent Guest account inactivation from this web sites technical administrators in the event of one or more of the following Guest actions: intentional property policy violation causing material damage or fines, Guest misrepresentation and/or fraud, intentionally defacing or damaging public or private property, breaking laws and bylaws, theft, public indecency, harassment, causing bodily or emotional harm & disturbing the peace after repetitive warnings. Guests will be notified by email of account termination. Guests may choose to appeal their account termination. Guests may be given the chance to reconcile with the Owner as a condition of preserving or reversing their account status. Account termination prevents the Guest from booking this or any other property that uses the same web site
Ineligible Guests	The Owner or their Contact reserves the right to cancel reservations made by, and refuse business to: Guests who do not meet the policies published in this property's Policies Table at the time of booking and past Guests known to have : intentionally violated rental property policies, damaged and/or defaced rental properties through intentionally destructive and/or negligent behavior, engaged in theft, broken local bylaws and laws, committed fraud or who misrepresented themselves, and Guests who have caused bodily or emotional harm to any third parties. Guests will be issued a refund by personal cheque. Refunds will be adjusted for any payment processing expenses
Terms of Eviction	Will be evicted for excessive noise, common or private property damage or threat of damage, disturbing the peace, excess of maximum sleeping capacity, or violation of any of our policies. You will not receive a refund!

Reservation Policies

Late Payments	Failure to pay by the due dates will result in automatic cancellation without a deposit refund. Guests can re-book dates if they are still available; deposit will not be re-charged.
Delayed Arrivals	No refunds. We are not responsible for circumstances which result in delayed arrivals. Travel insurance is recommended to protect yourself against any unexpected events involving your lodging, flights or vacation-related products.
Reservation Changes	Please contact us if you need to lengthen or shorten your reservation, and we will do what we can to accommodate. Changes are not guaranteed, and refunds may be treated in accordance with our cancellation policy.
Subleased Tenants	Subleasing of the property is not allowed. Unless approved and authorized by the property owner outside of this contract, subleasing will result in eviction without refund.

Guest Stay Policies

COVID Contact Tracing Requirements	The property owner must be able to produce a list of guests who have occupied their rentals for contact tracing protocols in the event of an outbreak. The guest must provide names of whop will be occupying the rental property during their rental agreement.
COVID Maximum Guest Limitation	The number of people is limited to the capacity of the space, plus a maximum of five visitors at any given time. Large gatherings will be removed from the premises and no refund will be provided.
Property Damage	Guest assumes all financial responsibility for property damage incurred by tenants or guests & authorizes the charge on their card upon departure in the event of property damage. By accepting our guest stay contract with online payment you agree to pay us for all damages that you incur. Damage includes, but is not restricted to: noise complaints, common or private property damage, excessive cleaning charges, lost or broken or missing common or private property items, smoking inside the property, pets inside the property and all charges relating to security company or police involvement regarding property occupant's behavior while in the property or on common premises.
Excessive Cleaning	Guests authorize a credit card charge for excessive cleaning costs.
Excessive Noise	Complaints of excessive noise will result in eviction without refund!. Please be considerate of your neighbors.
General Amenities	Please respect all private and common amenities of the property. In accordance with the Strata rules, no smoking is allowed in any common areas of the Aspens. This includes the deck area of the apartments. Fines may be charged by the Strata. Damage or excessive cleaning to any amenity will be charged to the Guest responsible.
Housekeeping	Provided before arrival and after departure. Additional housekeeping may be available on request at your expense.
Garbage Removal	Guests are responsible for removing garbage to the disposal area.
Internet Usage	Illegal downloads forbidden. Should we receive notification that such activity has occurred, the Guest responsible will be immediately evicted and charged for damages.
Ski & Bike Storage	Secure storage available in underground parking. Damage or excessive cleaning to the property due to your equipment will result in extra charges to your credit card.
Locking & Securing Unit	Guests are required to securely lock all doors and entrances when they are not in the unit or upon departure.
Forgotten Items by Guest	Guests are responsible for all mailing costs for forgotten items.
Missing Items	Guests authorize a credit card charge for missing items.
Parking & Ticketing	A single carpark is available for guests use in building #4 in the parking bay marked 510. Visitors parking is also available for visitors within the building. A Visitors parking pass is provided in the Apartment. This pass MUST be clearly visible should any visitors park in the Visitor parking bay. Building management have advised that any cars parked in the Visitor parking bay without displaying the Visitor parking pass will be towed. Guests and vehicle owners of any towed vehicles will be fully responsible for any associated costs or damage. We will not be responsible for any costs or damage incurred.

General Policies

Liability	Neither the Property Owner nor Rental Manager shall be held liable for any losses, claims, damages, costs or expenses arising out of any theft, accident, injury, death, damage, delay, inconvenience or distress, whether or not arising by the negligence of the Property Owner or Manager and the Guests hereby waive any and all such liability. The Guest booking this accommodation is responsible for making all members of the party aware of these terms, failing which the said Guest will be held liable to and shall save harmless and indemnify the Property Owner and/or Manager, from any losses, claims, damages, costs or expenses arising as a result thereof. A confirmed reservation by e-mail constitutes notice to Guests of these exclusionary terms and Guests are deemed to have read and agreed to the foregoing.
Complaints Concerning Property	Report all property complaints or obvious damage caused by previous Guests to us immediately, by phone and by email as they become evident. Serious problems should be reported with supporting photographs. We will make our best efforts to rectify problems within 24 hours of notification. Failure to notify us of property-related problems while in the property and as they become evident, will forfeit any rights or claims against us regarding property condition after your departure.
Delivery of Access Instructions	Check-in and arrival instructions will be emailed to the guest email within 7 days of the arrival date.
Maintenance Emergencies	Emergency contacts provided upon balance payment.
Privacy	The Owner, their booking Contact and this web sites technical administrators agree to not sell, refer, rent or divulge to any third parties the names or personal information of their Guests without prior written consent from the Guests, except under force of law, or for law enforcement purposes relating to policy and property violation. The Owner and their booking Contact also agree to not use Guest personal information for any reason other than its original intended purpose without written consent from the Guests. Guests agree to not sell, refer, rent or divulge to any third parties the names or personal information of the Owner or their booking Contact without prior written consent from the Owner and/or Contact, except under force of law or for law enforcement purposes. Guests also agree to not use Owner or Contact personal information for any reason other than its original intended purpose without written consent from the Owners and their Contact.
Website Service Fee	Website Service Fees are non-refundable, with the exception to reservations made before March 15, 2020. If there is an officially mandated COVID travel restriction being imposed by the countries where the property and/or guest is located, website service fees may be usable as a credit. To claim this credit review, the restriction must be in place up to 14 days prior to your rental arrival date. All refunds will be processed in Canadian Dollars (CAD) and any currency exchange difference will not be covered. Please contact info@alluradirect.com between 1-14 days before your cancelled arrival date to have reviewed. Flight cancellations alone will not be approved, a copy of the official Government issued restriction will be required.
Noise Restrictions	No noise after 10pm. You will be fined by security if your party and your guests disrupt other guests.
Policy Updates	Policies are subject to change without notice, however guests will be notified via e-mail of changes prior to their arrival.
Rental Accommodation Zoning	We are zoned for nightly rentals.

Cancellations have varying refund rules based on how far in advance the request is received before the check-in date.

• Up to 6 Days Before: No Refund
• Between 7-13 Days Before: No Refund
• Between 14-29 Days Before: No Refund
• Between 30-44 Days Before: No Refund
• 45+ Days Before: Loss of Deposit / Balance Not Paid

Risk-Free Cancellation
For reservations with arrival dates greater than 7 nights in the future, there is a 24 hour grace period from confirmation to cancel and receive a refund of the amount paid with a 3% processing fee deducted. Contact info@alluradirect.com directly in this scenario.

Guest Cancellation Policy

For cancellations that are not eligible for any refund amount, the property owner will refund the amount recovered by rebooked dates. This will occur within 2 weeks after the departure date to confirm what dates were rebooked from the cancelled reservation.

Cleaning and pet fees are always refunded if the reservation is canceled before check-in. The alluraDirect service fee is non-refundable unless the cancellation is due to a special circumstance. alluraDirect will mediate cancellation disputes when necessary, and has the final say in all disputes and resolution between the parties.

Cancellation policies may be superseded by the website extenuating circumstances policy, or cancellations by alluraDirect for any other reason permitted under the Terms of Service.

Special Circumstances Cancellation Policy

If your country or airline has an official no travel restriction in place, or the mountain operations are closed for skiing for the dates of your travel, a 100% refund less a 5% processing fee is offered on the full amount paid (accommodation, service fees, surcharges, taxes etc). This policy applies up to 90 days before the booked arrival date./nWe wish to ensure our guests feel confident that they can book with peace of mind knowing we are making efforts to be as flexible as possible in these uncertain times.