check-in and checkout
Check in is 4:30 pm and check out is 10 am. Rarely can we deviate from these times unless there is a vacancy before or after your stay and even then, it cannot be granted more than 48 hours in advance of check-in or check-out because it is determined by the schedule for all our properties combined. On the day of arrival, if your unit is ready sooner than 4 pm, you will get an email to let you know. If you are in a unique situation where you have elderly, injured, or infants in your group who are not on the slopes or trails on the day of check-in and cannot arrive in a later vehicle, please let us know at the time of booking so we can make a note on your reservation and do our best to accommodate an earlier check-in.
GUARANTEE POLICY
AMENITIES: While we do our best to ensure all amenities advertised for the rental unit, (such as but not limited to WiFi, satellite/cable, hot tubs and saunas) are in working order during your stay, we cannot guarantee them.
WEATHER: No refunds or credits for acts of Mother Nature with the exception of an all mountain closure due to lack of snow. If portions of the mountain are open, as an example, Nordic is in operation but Alpine is not, or Green Acres is all that is open, then the booking goes forward as is. No refunds or credits of accommodations will be made for cancellations during Christmas Break. "Mountain closure" bookings go forward and, outside of holidays, credits for the difference between rents paid and off-season rates issued to be used against a future stay.
PROPERTIES FOR SALE: If the unit you have chosen to book is for sale, it will be clearly delineated in your rental agreement. If it becomes listed after booking but before your stay, we will notify you. CVG is not responsible for any terms of sale out of our control. In the event that the unit you booked sells and the new owners will not be honouring your booking, CVG will do our best to help you find alternate accommodation so your vacation can go on as planned but we will not be responsible for any difference in price. Full refunds issued.
CANCELLATIONS
REFUNDS: 90 days prior to the stay, bookings become non-refundable (180 days prior if Dec. 25th is one of the days booked). In advance of this cutoff, cancellations may be accepted with a full refund. An admin fee of up to $75 may apply, depending on circumstances. These timelines may vary for smaller condo-style rentals to 45 days (90 days for Christmas). Please see the terms and conditions of your rental contract for the specific unit that you have booked.
NO DOUBLE DIPPING POLICY: There may be opportunities to still receive a refund even if the booking is non-refundable depending on the time of year. The spirit of this policy is to be lenient with our policies if we are not out the money. Outside of the holidays, guests can allow CVG to exercise best practices to re-sell the dates and refund a percentage proportional to the monies collected for the replacement booking, less a $75 admin fee. It is in your best interest to notify us as soon as possible of your inability to come on the dates reserved to give us the best chance to resell the nights and get your money back or have the best chance of finding a vacancy to move your booking to. We can help advise you on the best option for you based on our experiences in booking traffic.
CHANGING DATES: If the deadline for paying the balance of the stay has not yet passed, guests may be able to re-book for alternate dates within that same season. This is handled case by case and based on booking traffic and our abilities to resell the original dates - in other words, likely an option if you want to move the booking earlier but less likely if you wish to move it later giving us less time to sell the earlier dates. Not available during the Christmas Break. If you move your booking to a cheaper time period you may not be refunded the difference unless your original dates resell and the double dipping policy kicks in.
NON-REFUNDABLE CANCELLATIONS: Christmas bookings cancelled less than 90 days (45 for smaller condos) prior to the stay and any other cancellation with less than 21 days notice, are 100% non-refundable and no options to re-book are provided.
TERMS AND CONDITIONS
RESERVATION AND PAYMENT: Payment (CAD) by cash, cheque, email money transfer, credit card or money order. A Booking Deposit of 25% (50% on smaller properties) officially confirms the reservation and is expected within 48 hours of booking unless other arrangements have been made. The balance of rents is due 45 days prior to check-in. If someone other than the person on the booking wishes to make a payment by credit card, they must be added to the rental contract. Please inform us before a credit card payment is made by someone other than the person who made the reservation. This doesn’t apply to e-transfers. A Refundable Damage Deposit by credit card through PayPal, regardless of the method of payment chosen for the rental, of $500-$1500 is required the week of the stay prior to receiving access instructions. Deposits may be held for up to 30 days after check-out.
SPECIAL TERMS FOR MULTI-UNIT BOOKINGS: Corporate or large family bookings of multiple large units will pay a 50% booking deposit instead of the usual 25% and it becomes non-refundable as per the timelines of the cancellation policy for the unit.
GUESTS: YOU ARE RENTING SOMEONE'S HOME OR PERSONAL VACATION PROPERTY. Notify us of any increase or decrease in the size of your party. We require guest lists for emergency purposes. All units require that the person making the booking occupy the property for the duration of the stay and use their own credit card for any payments. Any reservation made under false pretenses will be subject to forfeiture of advance payment of rent and deposit and the party will not be permitted to check-in, or be required to leave the property.
WHAT IS PROVIDED: All units are fully furnished with full kitchens except in the case of our Lodgeroom. Each unit will provide the same basics (such as bedding, towels, toilet paper, dish soap). Items such as food, personal toiletries (toothpaste, shampoo, body soap, etc) will not be supplied. For those units with hot tub/sauna, bring your own towels. Extras not provided. CVG cannot guarantee amenities provided by the owner/strata and offers no refunds or credits if they are not functional or are missing.
CLEANING: Cleaning Services are provided upon check-out unless specifically arranged otherwise. Cancellation policies apply to the cost of cleaning. Upon departure, all items must be returned to their homes (including dishes, movies, remotes and furniture etc.). Departure Checklists are provided with the arrival instructions to help guide you through the check-out process. We estimate roughly 1 large bag of garbage per a stay per large chalet (2 for the Mount Washington Guesthouse) and 1 kitchen catcher for small units. Condos and the Walk-in village provide disposal so please use the bins provided, if your stay is longer or you accumulate larger amounts of waste. Excess garbage cannot easily be managed so be mindful when opting for disposable dinnerware and other items that heavily increase the garbage load as it may be charged against your damage deposit.
DAMAGE & EXCESSIVE NOISE: We expect the occasional, accidentally broken glass, plate, etc and consider it a cost of doing business. Please tell us if something breaks, so that we can replace it promptly. A charge of $250 may be deducted from your Security Deposit if guests are asked to limit noise before 7am or after 11pm (as Owners may be fined this amount by their Stratas). Units are NON-SMOKING. Any sign or smell of smoking in the unit or on balconies or entryways will result in immediate forfeiture of the entire Security Deposit so if you smoke, be smart at sealing your smoky clothes and not leaving them on textiles such as bedding or carpet and make sure to take your cigarettes for a long walk to air yourself out before returning to the unit. Guests may be billed costs to remediate any smells or damage that exceeds the Security Deposit.
CHECK-IN/OUT AND KEY SERVICE: Your arrival email will clearly detail check in/out time for your individual property. A new code is provided at the start of each rental. Generally early/late check in/out times are not an option on same day turnovers but if granted, can only be done so the day prior to your stay. If you arrive early or leave late when it has either been denied or not preapproved, AND it impacts the cost of business whether it be compensation for the next guest who is delayed for c/i or overtime for housekeepers, those costs will be charged against your damage deposit. We do our best to accommodate requests but please respect our scheduling process. Arrival Instructions specific to the unit are emailed when all payments are finalized. Lost or missing keys will result in a minimum fee of $50 per set being deducted from the Security Deposit - total price dependent on the need to re-key the lock.
PARKING: Follow parking instructions in your Arrival Instructions. PARKING ON ROADWAYS IS PROHIBITED. Parking for the Alpine Village (also known as the Walk-in Village) is by parking registration – your license plates must be provided at check-in. A fee of $150 will be applied to your security deposit if rules aren't followed and in turn disrupt the stay of others in nearby units. Excess vehicles must park at the base. A schedule for the ski bus can be found at www.mountwashington.ca.
SKI AND BIKE STORAGE: Most buildings provide gear storage. UNDER NO CIRCUMSTANCES IS EQUIPMENT TO ENTER ANY UNIT – NOR CAN WAXING BE DONE ANYWHERE BUT IN DESIGNATED LOCATION, IF PROVIDED. If gear storage is not available, guests will be responsible for locking these items in or on their vehicles. Owners, CVG, the building stratas, etc WILL NOT be responsible for any lost or stolen equipment.
HOT TUB & SAUNA & WIFI: Individual for each unit - please see the amenities specific to your unit on our website. Please respect all posted rules. We cannot guarantee access, safety and/or cleanliness of communal facilities at any time. We cannot guarantee functionality of any amenities nor are refunds or credits issued for such incidences. Abuse of privileges may result in forfeiture of your rental and/or a fine from your Security Deposit. Hot tubs/Saunas may be shut down for the off-season and summer months. Free WIFI in the Alpine or Raven Lodges if not available in your unit.
PETS: Most places do not allow pets but for those that do, approval for dogs only is case-by-case and for an extra fee. No cats allowed. Other pets must be individually requested. If the property allows dogs , there will be a booking option during the reservation process. No dogs on furniture. Never allow dogs on decks. Dogs must be crated when left unattended. Your DDEP may be increased for the dog and extra cleaning fees, including yellow snow, charged against the DDEP. Always exit with your dog when letting him/her out to do business and clean up with your own bags. Bury the yellow snow as it happens. No barking - this is not to say that the odd playful bark is a problem. But if your dog might bark at noises, especially when left unattended in their crate in a strange place, then you must be prepared for a noise fine against your damage deposit. - $250 per complaint and may be subject to increase without notice if stratas have increased the fine without notifying us. This is obviously a concern for multi-unit properties where the enjoyment of your neighbours may be disrupted and less of a concern when renting a whole chalet.