Hidden Exclusive Retreats Guest Policy

​

Last Update: 22.08.24

​

1. Booking and Reservations

   1.1 Reservation Confirmation: A reservation is confirmed upon receipt of a non-refundable deposit, as specified in the booking confirmation.

   1.2 Payment Schedule: Guests are required to pay 50% of the total booking amount at the time of reservation, with the remaining balance due 15 days before arrival. All prepayments are non-refundable. The full rental amount is due seven days prior to the check-in date. Failure to pay the full amount may result in the cancellation of the reservation.

   1.3 Reservation Information: To make a reservation, users must provide accurate and complete information.

   1.4 Booking Availability: Confirmation of booking is subject to availability, and Hidden Exclusive Retreats reserves the right to refuse any booking for any reason.

   1.5 Booking Age: The person making the reservation must be at least 18 years old and will be responsible for all members of the party.

   1.6 Price Adjustment Discretion: While we make every effort to ensure the accuracy of our pricing, errors may occur. We reserve the right to review and, if necessary, adjust the price of any product or service in the event of an error. In the case of an obvious pricing error that results in an exceptionally low price, we are not obligated to honor that price, even if a confirmation email has been sent.

   1.7 Customer Notification: If a pricing error is identified after your order has been confirmed, we will make reasonable efforts to inform you of the corrected price before processing your order. You will have the option to proceed with the corrected price or cancel your order without any obligation.

   1.8 Refusal of Service: We reserve the right to refuse or cancel any orders placed at an incorrect price, whether or not the order has been confirmed and your credit card charged. If your credit card has already been charged for the purchase and your order is canceled, we will issue a credit to your credit card account in the amount of the incorrect price.

​

2. Payment and Fees

   2.1 Booking Payments: Guests are required to pay 50% of the total booking amount at the time of reservation, with the remaining balance due 15 days before arrival. All prepayments are non-refundable.

   2.2 Cleaning Fee: A cleaning fee is charged to guests and covers the cost of standard cleaning services after your departure. If guests would like extra cleanings during their stay, it will be an added cost not included in the cleaning fee. Additional cleaning charges may be applied if the property is left in excessively dirty or disorganized conditions.

   2.3 Security Deposit: A pre-authorization of CHF 500.00 is held 0 days before arrival and voided 3 days after departure, pending any damage claims or additional charges. In some cases, a refundable security deposit is required. The deposit will be refunded within seven days of check-out, less any deductions for damages or violations of the terms.

   2.6 Additional Charges: Any additional charges incurred by guests during their stay (e.g., late check-out fees, extra cleaning fees) will be deducted from the security deposit or charged directly to the guest.

​

3. Cancellation Policy

   3.1 Cancellation Policy:

50% due at time of booking. Remaining balance due 15 day(s) before arrival.

All paid prepayments are non-refundable.

A pre-authorization of CHF 500.00 is held on 0 day(s) before arrival and voided on 3 day(s) after departure

   3.2 Early Departure: No refunds will be provided for early departures or unused nights, as they have already been reserved and blocked for your use.

   3.3 Last-Minute Cancellations: Cancellations made within 48 hours of check-in will not be eligible for a refund, except under circumstances covered by our Full Refunds and Exceptions Policy.

   3.4 Modifications: Guests wishing to modify their reservation dates must contact us at least 14 days before the original check-in date. Modifications are subject to availability and may incur additional charges.

​

4. Full Refunds and Exceptions Policy

   4.1 Natural Disasters: If a natural disaster, such as an earthquake, flood, or severe storm, prevents guests from traveling to or staying at the property, they are eligible for a full refund.

   4.2 Pest Infestations: Should a guest encounter significant pest issues, such as bed bugs, during their stay, they are entitled to a full refund.

   4.3 Health and Safety Concerns: If the property is deemed unsafe or unhealthy for guests due to structural issues, hazardous materials, or other significant health concerns, guests will be refunded in full.

   4.4 Review Waiver: Upon receiving a full refund, guests agree to waive their right to leave reviews or comments regarding the stay on any public platform. This ensures fairness and maintains the integrity of our feedback system.

​

5. Non-Refundable Situations

   5.1 Change of Mind: Guests who decide not to proceed with their booking after the cancellation window has closed are not entitled to a refund. This includes changes in travel plans, personal circumstances, or preferences.

   5.2 Weather Conditions: Refunds will not be issued due to unfavorable weather conditions, such as rain, snow, or temperature extremes, unless they escalate into natural disasters as defined under the Full Refunds and Exceptions Policy.

   5.3 Transportation Issues: Delays or cancellations in transportation, including flights, trains, or buses, do not qualify for a refund. Guests are encouraged to plan accordingly and consider travel insurance for such occurrences.

   5.4 Personal Health Issues: Refunds are not granted for personal health issues or medical emergencies that arise after the cancellation period. Guests should consider travel insurance to cover unexpected health-related cancellations.

   5.5 Property Amenities: Dissatisfaction with the property amenities or features that were accurately described in the listing does not entitle guests to a refund. This includes but is not limited to, the size of the property, views, or specific amenities like pools or gyms.

   5.6 Noise and Environment: Guests will not receive refunds due to environmental factors such as neighborhood noise, construction, or wildlife, unless these factors directly violate the property listing description or house rules.

   5.7 Early Departure: Guests who choose to leave the property before the end of their booking period are not entitled to a refund for the unused nights.

   5.8 Violation of House Rules: If a guest is evicted due to violation of house rules, including unauthorized parties, exceeding the declared number of guests, or illegal activities, no refund will be issued.

   5.9 Pet Policy Violations: Bringing unauthorized pets into the property will not only result in additional charges but also forfeiture of any refund.

   5.10 Failure to Adhere to Check-In or Check-Out Times: Guests who fail to adhere to the agreed check-in or check-out times without prior arrangement may incur additional fees and are not eligible for a refund for any inconvenience caused.

   5.11 Minor Maintenance Issues: Non-critical maintenance issues that do not significantly impact the quality of the stay, such as a light bulb needing replacement or minor appliance malfunctions, do not qualify for a refund.

​

6. Guest Responsibilities

   6.1 Adherence to House Rules: Guests must comply with the house rules provided for each property. These rules are designed to ensure a pleasant experience for all parties involved.

   6.2 Accurate Guest Declaration: Guests must declare the accurate number of individuals staying overnight. Failure to do so may result in eviction without a refund.

   6.3 Property Care: Guests are expected to treat the property with respect and care. Any damages or missing items must be reported immediately.

   6.4 Noise and Conduct: Guests must maintain reasonable noise levels, especially during nighttime hours. In Switzerland, quiet time is observed from 22:00 to 7:00. Guests must conduct themselves in a manner that does not disturb neighbors or other guests.

   6.5 Check-Out Procedures: Guests must adhere to the check-out time and follow the provided check-out instructions, including returning keys and ensuring the property is left in good condition.

   6.6 Prohibited Activities: Illegal activities, smoking indoors, and unauthorized parties are strictly prohibited on the premises. Violation of this policy may result in immediate eviction.

   6.7 Pets: Guests must confirm pet policies prior to booking. Unauthorized pets may lead to additional charges or eviction.

​

7. Privacy and Data Protection

   7.1 Data Collection: Hidden Exclusive Retreats collects personal information from guests necessary for processing bookings, managing communications, and enhancing the guest experience.

   7.2 Data Usage: Personal data is used exclusively for the purposes of booking management, guest communication, and service improvement. We do not sell or share personal information with third parties for marketing purposes without explicit consent.

   7.3 Data Security: We implement robust security measures to protect personal data from unauthorized access, disclosure, or misuse. This includes encryption, secure servers, and regular security audits.

   7.4 User Rights: Guests have the right to access, modify, or request deletion of their personal data. Requests can be made by contacting our customer support team.

   7.5 Policy Updates: We may update this privacy policy from time to time to reflect changes in our practices or legal requirements. Any significant changes will be communicated to users through our website or direct communication.

​

8. Dispute Resolution

    8.1 Initial Resolution: Hidden Exclusive Retreats encourages guests to resolve any disputes amicably through direct communication. Our customer support team is available to assist in mediating and facilitating discussions to reach a satisfactory resolution.

    8.2 Formal Complaints: If a dispute cannot be resolved informally, guests may file a formal complaint with Hidden Exclusive Retreats. Complaints must be submitted in writing and include all relevant details and documentation.

    8.3 Investigation Process: Upon receiving a formal complaint, Hidden Exclusive Retreats will conduct a thorough investigation. This may involve reviewing booking records, communication logs, and any other pertinent information.

    8.4 Resolution Outcome: After the investigation, Hidden Exclusive Retreats will provide a written response outlining the findings and proposed resolution. This may include refunds, compensation, or other corrective actions as deemed appropriate.

    8.5 Arbitration: If guests are not satisfied with the resolution provided, they may seek arbitration as a final means of dispute resolution. Arbitration will be conducted in accordance with local laws and regulations, and the decision will be binding.

    8.6 Legal Action: Guests retain the right to pursue legal action if arbitration does not result in a satisfactory outcome. However, it is encouraged to exhaust all other resolution methods before proceeding to court.

​

9. Amendments to Policy

    9.1 Policy Updates: Hidden Exclusive Retreats reserves the right to amend this policy at any time to reflect changes in our operations, services, or legal obligations.

    9.2 Notification of Changes: Significant changes to the policy will be communicated to guests through our website or direct communication. We encourage all parties to periodically review the policy for updates.

    9.3 Effective Date: Amendments will become effective on the date specified in the notification. Continued use of our services after the effective date constitutes acceptance of the revised policy.

    9.4 Feedback and Suggestions: We welcome feedback and suggestions from guests regarding our policies. Input can be submitted to our customer support team for consideration in future updates.

    9.5 Access to Policy: The most current version of this policy will always be available on the Hidden Exclusive Retreats website for easy access and review.

​

10. Governing Law

    10.1 Jurisdiction: The laws of Switzerland, Portugal, and Panamá govern these terms and conditions.

​

11. Force Majeure

    11.1 Hidden Exclusive Retreats is not liable for any failure or delay in performance due to circumstances beyond its control, including but not limited to natural disasters, acts of terrorism, or government restrictions.

​

12. Modification of Terms

    12.1 Hidden Exclusive Retreats reserves the right to modify these terms and conditions at any time. Users are responsible for regularly reviewing these terms.

​

13. Miscellaneous

    13.1 Entire Agreement: These terms constitute the entire agreement between the parties and supersede any prior agreements or understandings.

    13.2 Failure to Abide: Hidden Exclusive Retreats reserves the right to charge additional fees or terminate the reservation without a refund if any of these rules are broken.

​

By booking with Hidden Exclusive Retreats, guests acknowledge and agree to abide by these terms and conditions.

​