Guest Info

Frequently Asked Questions

Rental Policies

Guest Terms & Conditions

Guest agrees to read and abide by the Terms of this agreement and ensure all other occupants abide by these terms. As consideration for the booking and use of Vacation Rental Property during the lease term, Guest agrees to pay Manager for all items specified.

AGE REQUIREMENT: Guest must be an adult 25 years of age or older and will be an occupant of Property during the entire reserved period. Guest is responsible for the conduct of occupants on the property during the term of the reservation. Any reservation found to be obtained under false pretense will be subject to forfeiture of all payments and deposits and the party will be required to vacate the Property immediately.

MINIMUM NIGHT REQUIREMENT: All properties require a minimum of two (2) nights rented. Major holidays (Christmas, New Year, Memorial Day, July 4 th , Labor Day, Thanksgiving) and any other specified dates are subject to a minimum of three (3) nights or more dependent upon the Property.

THIRD PARTY BOOKING PLATFORMS: If a reservation is reserved through a third-party booking platform such as HomeAway, VRBO, Airbnb, or any others, Guests acknowledges these terms and conditions take precedent over those provided by the platform. Guest understands these platforms add their own designated range of booking and processing fees and Manager has no authority or control over these fees.

RENTS AND PAYMENT TERMS: Deposit equivalent to one (1) nights rent is due for reservations received more than thirty (30) days prior to the arrival date. The full reservation balance is due thirty (30) days or less from the arrival date. Accepted forms of payment are Visa, MasterCard and Discover. We do not accept cash, checks, money orders, or wire transfers. A maximum of two (2) credit cards can be used per reservation. Guest agrees to provide Manager with a valid credit card during the entirety of the reservation. Should Manager not receive final payment in full by the due date, Manager may in its sole discretion deem the reservation null and void and Guest will forfeit the deposit.

CANCELLATION AND REFUNDS: Cancellations received more than thirty (30) days prior to the check-in date, will receive a full refund less a $50.00 processing fee. For notice received less than thirty (30) days prior to check-in date, Guest will be liable for 100% of the contracted rental amount unless Manager is able to re-book the Property to a new group of guests for the same dates. If Manager is able to re-book the Property for the same dates, Guest will receive a full refund less a $50.00 processing fee. Guest assumes all responsibility and refuses their right to file a merchant dispute or charge back for failure to comply with this cancellation policy.

RESERVATION CHANGES: Guest can add additional nights, guests, or pet(s) to their reservation at any time including during the reservation. There are no refunds for early departures, delayed arrivals, inclement weather or reduction in the number of nights reserved for any reason. If the Property becomes unavailable or unsuitable for rent for any reason, including but not limited to, casualty loss, unexpected repairs, or loss of utility services, Manager will attempt to substitute the Property with a like-kind. If Manager is unable to relocate Guest to a like-kind Property, all monies will be refunded to Guest within 7-10 business days of notice of cancellation. Trip cancellation insurance is highly recommended.

UNAUTHORIZED GUESTS: Each Property contains a strict maximum occupancy that is made visible to Guest prior to booking. All Guests participating in the reservation over the age of three (3) count towards the Property’s maximum occupancy. Should the maximum occupancy be exceeded, at any time, for any length of time without prior approval from Manager, Guest will be asked to leave and forfeit the remainder of the reservation. No monies will be refunded. No parties, day guests, visitors, or events of any size are permitted at any Property without written approval (additional fees will apply).

CHECK IN AND CHECK OUT: Check in time is 4:00 PM. Check out time is 11:00 AM. If you would like to request an early check in or late check out, and the Property is available, $25.00 per hour (before 4:00 PM or after 11:00 AM) will be added to your reservation. Please do not attempt to check in early or leave late without approval. Cleaning and maintenance staff have the right to refuse or revoke Property to access if Guest arrives before 4:00 PM or stays after 11:00 AM without approval.

CLEANING FEE & PROCEDURES: This fee (if applicable) is for standard cleaning in-between reservations only. If Property is left in poor condition and check out procedures are not followed, fees will be charged to Guest credit card on file at a rate of $50 per hour. Check out procedures include; bagging and removal of all trash, dishes washed of food debris, all food items removed from refrigerator/freezer, and any re-arranged furniture returned back to its original location.

DISTURBANCES AND ILLEGAL ACTIVITY: Guest and their guests shall behave in a civilized manner and shall be good neighbors, respecting the rights of the surrounding neighbors, and shall not create noise or disturbances that interfere with the enjoyment of their property. Outdoor noise, or noise carrying outside from inside the home should be kept to a minimum regardless of the hour and in compliance with the local Noise Ordinance. Any use of the Property for any unlawful purpose including, but not limited to the possession, serving, or consumption of alcoholic beverages by persons less than 21 years of age, house parties or keg parties, beer pong, or use of common areas in a manner contrary to the provisions of this agreement, or the rules of the homeowner’s association, are prohibited.

MULTIPLE HOME RENTALS: Should Guest or acquaintance of Guest rent another Property within close proximity; no items shall be moved from home to home. The majority of occupants from two (2) or more rentals will not congregate at a house other than the house in which they are sleeping (violation of the occupancy rules). Having too many guests in one house creates extra wear and tear, risk of septic problems and noise complaints.

SMOKING: No smoking is allowed inside the Property. Smoking is permitted outdoors if done so responsibly and respectfully. If smoking does occur in the Property, Guest will be evicted and is financially responsible for all damage caused by the smoking including, but not limited to, stains, burns and the cost of odor remediation and removal and replacement of damaged property. If Guest smokes outdoors debris and butts must be disposed of properly or a $100.00 outdoor cleaning fee will apply.

PETS: Pets are prohibited unless Property specifically states it is “pet friendly” and Guest has paid the required pet fee in advance of occupancy. Pets are not permitted on any furniture, bedding, blankets, etc. If an unauthorized pet is found on the premises, Guest may be evicted and Guest is responsible to remedy any and all pet damages and the cost of remediation, including pet allergen remediation, and flea remediation.

LOST AND LEFT BEHIND ITEMS: Manager shall bear no responsibility for lost, stolen or abandoned items regardless of value. If can be nearly impossible to locate and retrieve left behind items in-between reservations. Guest is responsible to do a final walk-through of Property for their valuables including checking closets, drawers, outlets, and under beds.

TV/CABLE/INTERNET/SATELLITE: Services are provided at the owner’s discretion as a convenience only and are not integral to this agreement. Guest should reference the amenity list for the Property they have reserved to verify the services provided. No refund of rents shall be given for outages, lack of specific channels, internet speed, lack of knowledge of use, or personal preferences with regard to service. Guest acknowledges they have rented a Property in the remote hill country and even the best services are not equivalent to those in big cities.

POOL AND HOT TUBS: Guest should reference the amenity list for their Property to verify it contains a pool or hot tub. All pools and hot tubs are serviced by a professional third-party company in-between each reservation and are ready for usage upon Guest arrival. Guest understands that the area surrounding pool and hot tub may not be fenced or guaranteed to be secure and Guest will be responsible to ensure supervision of any occupants that may be endangered. Self-tanner, lotions, and all oil-based products are prohibited in hot tubs. Guest will be responsible for a $200 fine as the hot tub will then have to be drained, hand-scrubbed, and all filters replaced.

INSECTS, CRITTERS, AND RODENTS: Guest is aware and acknowledges they have rented a Property in the hill country where insects, critters, rodents, and animals are prevalent. A professional third-party pest control company services each Property on either a monthly or quarterly basis to help contain their existence at the Property but it is impossible to eliminate them completely. Guest understands it is still likely, especially on ranches or properties with acreage, that they will encounter insects, critters, or rodents, most commonly but not limited to ants, bees, scorpions, and mice during their reservation. Guest fully understands this risk and refuses their right to file a merchant dispute or charge back if they encounter an insect, critter, or rodent during their reservation.

SYSTEM(S) / FURNISHING / AMENITY FAILURES: In the event the Property sustains a failure of a system, including but not limited to water, sewer, septic, electrical, gas, plumbing, mechanical, appliances, heat pump, ventilating, pool, hot tub or other system or structural systems, furnishings or amenities, Manager will make every effort to repair or replace the failed system or equipment. Guest must notify Manager of the issue immediately. Manager will make every effort to correct the problem in a reasonable amount of time. Unforeseen issues are very unfortunate but can occur from time to time, Guest understanding of this is requested and appreciated. If Manager is unable to remedy the issue Guests will be eligible for a reasonable amount of compensation for the unresolved issue. If Guest contacts Manager AFTER their departure to report an issue, and Manager was not given the opportunity to correct it during Guest stay, no compensation or refunds will be considered.

OTHER OCCURRENCES: Manager does not accept liability for any loss or damage caused by but not limited to the following: weather conditions, natural disasters, pests, acts of God, or other reasons beyond its control. There will be no refunds because of shortened stays, ruined expectations, or departures due to work and family emergencies, or any other personal reasons. It is highly recommended that Guest considers the purchase of travel insurance.

AGENCY: It is mutually understood and agreed that Manager is acting as Agent only for the Property Owner and has no liability to either party for the performance of any terms, the premises or covenant of this agreement. Furthermore, Guest understands Manager is being compensated in this transaction by the Property Owner and is contractually obligated to protect the interest of same.

HOLD HARMLESS: The Guest and all occupants shall hereby indemnify and hold harmless the Manager and Property Owner against any and all claims of personal injury, Property damage or loss arising from use of the premises regardless of the nature of the accident, injury or loss. Guests also expressly recognize that any insurance for Property damage or loss which the Property Owner may maintain on the Property does not cover the personal property of Guest, and that Guest should purchase their own insurance if such coverage is desired.

ADDITIONAL TERMS AND CONDITIONS: The undersigned, for himself/herself, his/her heirs, assignors, executors, and administrators, fully releases and discharges Manager and Owner from any and all claims, demands and causes of action by reason of any injury or whatever nature which may have occurred to the undersigned, or any of his/her occupants or guests as a result of, or in connection with the occupancy of the premises and agrees to hold Manager and Owner free and harmless of any claim or suit arising there from. In any action concerning the rights, duties or liabilities of the parties to this agreement, their principals, agents, successors or assignees the prevailing party shall be entitled to recover reasonable attorney fees and costs.

CREDIT CARD AUTHORIZATION: Guest agrees to provide Manager with a valid credit card for the duration of the reservation. Guest certifies that he/she has read and agrees to abide by the terms of this agreement, and agrees to pay and authorize Manager to charge any rental amounts, taxes, security deposits, extra cleaning, missing property and any damages and fines or charges pertaining to violations of the rental agreement. Guest understands that all credit card sales are final. Guest assumes all liability for any disputed or charge back amounts and understands Manager will seek legal action for theft of service if Guest initiates a dispute or charge back if Guest stayed at Property for the entirety of their contracted reservation.

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Heart of Texas Getaways
PO Box 2767
Wimberley, TX 78676