1. HOW TO MAKE A RESERVATION
On the right-hand side of our website, you can search availability. Once you choose the home you would like to reserve, you will need to click the book this property button on the website. You will then fill out the reservation form. There are two ways a customer can pay for the reservation. Check or Credit Card (Visa or MasterCard)
If you choose to pay by check:
When you are filling out the reservation, there will be a location to mark payment by check or credit card. You will mark make payment by CHECK. If you are making your reservation 60+ days before arrival, $200 will be due within two weeks, and the balance will be due 35 days before arrival. If you book within 35 days before arrival, you will need to pay by credit card. The address to send payment to is Vacation By The Mouse, 2028 South Highway 53 Suite 3318 La Grange, KY 40031. Please do not send payment via your banks' online payment service.
If you choose to pay by credit card:
When you are filling out the reservation, there will be a location to mark payment by check or credit card. You will mark make payment by CREDIT CARD. If you are making your reservation 40+ days before arrival, then we will charge $200 on your credit card the day the reservation is made, and the balance will be automatically be charged 35 days before arrival. If you book within 40 days before arrival, then we will charge your credit card the full amount the day the reservation is made.
2. SECURITY DEPOSIT
Our company will place a $350 authorization hold on your credit card the day that you check in. This is very similar to what a hotel does. Our staff will do an inspection the day of your departure. We will then charge your credit card the actual amount of damages. Please note that if damages are greater than $350, then the credit card will be charged the actual damage amount. Any uncollected amount for damages will be sent to our legal department for collection. If our company makes a charge on your credit card for damages and the customer disputes that charge with the credit card company, then we will take legal action to recoup the losses. If there is not any damage to the property, the $350 hold will drop off on the day after departure. Since this $350 was an authorization only, there will not be a refund to the card. When you check in at the property, you will need to do a thorough walk-through of the home. If there are any damages, you must contact the local office during business hours. (Mon-Sat 10AM-4PM) FAILURE TO FOLLOW THIS STEP WILL RESULT IN THOSE DAMAGES BEING CHARGED AGAINST YOU AT THE TIME OF CHECK OUT. Charges will appear on your credit card statement as Great American Vacations.
Customer will receive the confirmation along with arrival instructions via email. Sometimes the confirmation will go to the junk or spam mailbox. Please check this before contacting us. You will need to look over your confirmation to make sure all the information is correct. Please pay special attention to the property, check in and check out dates, and rate.
4. PAYING BALANCE
Please refer to your confirmation for payment due dates. If you choose to pay by check and the payment is not received by the due date, then Vacation By The Mouse will charge your credit card the amount due plus any fees.
If you cancel 35+ days before arrival, then there is a $200 cancellation fee. If you cancel 0-34 days before arrival then the full amount of the rental is nonrefundable. If you have not paid the full amount of the rental and you cancel inside the nonrefundable period, Vacation By The Mouse will charge your credit card the remaining balance due. Because of our strict cancellation policy, you may want to purchase travel insurance through www.insuremytrip.com. Please note that cancellations must be in writing by email to firstname.lastname@example.org. Vacation By The Mouse will then cancel the reservation and an email response will be sent to the guest.
When you arrive at the home, please inspect the property for damages. Call our local office within 24 hours to report any damages found upon arrival. If there is damage to the home and it is not reported, you will be held responsible. After your check out, the onsite management company will inspect the house and notify you of any damages found to the homemade during your stay. The manager will contact you via email or phone about any damages that were found. We will provide a detailed list along with the amount that will be charged. Charges that will appear on your credit card statement will be from the onsite property manager.
7. DAMAGE PROTECTION PLAN
We understand while you are on vacation that it is your time to enjoy your family and relax. Don’t let small incidental damages ruin your vacation. We know that small spills on the carpet and marks on the wall will happen. Although these are accidents, there is still a cost to correct the unintentional damage. This is why Vacation By The Mouse has developed the Damage Protection Plan. For a flat, non-refundable $79.00 fee, you will be covered for all small damages up to $500.00.
This will cover you for stains on the carpet, marks on the wall, broken dishes, stained or damaged towels, and other small items. The Damage Protection Plan does not cover negligence and gross intentional damages to the property. It also does not cover theft. If the small damage does occur, your card will not be charged. The only time the card would be charged is if the damage is negligent or for gross intentional damages, damages are not reported or damages that exceed $500.00. Please note: Guests must also report damages upon arrival. If damages occur during guest stays, guests must also contact the onsite office and report the damages. Failure to do so will void the protection plan.
8. CHECK-IN / CHECK-OUT
Your credit card will be charged $50 for every 15 minutes you stay past 10 a.m. You will be charged an extra day if you enter the home before 4 pm on day of arrival. We ask you to please follow the check in and check out times. When a guest checks out late, this hinders our ability to clean the property properly for the guest checking in later that day. When we have guests check in early, it rushes our cleaners to finish quickly and does not allow for a full detailed clean.
9. THE FIRST NIGHT AND SOME HOUSE RULES
10. POOL HEAT
Pool heat will automatically shut off if the temperature drops below 50 degrees Fahrenheit. The onsite property management team cannot override this as it is a security measure to prevent breaking the pool pump. Refunds will not be given if this occurs. If pool heat is not working correctly, then contact our onsite management staff. If the pool heater is broken then pool heat refunds will be given for the number of days the guest is without this service. Staff must be aware of this issue when it occurs. Refunds will not be given when pool heat issues are brought to our attention after the stay. Pool heat is set between 83F-89F. We will not be able to adjust the pool heat. If you arrive and the temperature is in this range and it is not comfortable for you, then the only option is to turn the pool heat off. Please note: if the home has a Jacuzzi/Spa you must purchase pool heat for it to be warm. The Jacuzzi/Spa is only heated by the pool heater. The pool heater pump operates approx 8-10 hours a day. If you request pool heat the day of arrival or while you are at the home, there will be an additional $25 call out fee assessed to the guest.
Florida is notorious for bugs. Our homes are sprayed monthly; however, if food is left out on the counter or if clothes are kept on the floor it will attract them. If you do experience problems with this, please contact the management company immediately.
12. FORCE MAJEURE
No liability can be accepted, or refunds given for events, which are 'force majeure'. These include, but are not limited to war, threat of war, riots, civil commotion, terrorist activities, industrial disputes, technical difficulties with transportation, natural or nuclear disaster, fire, adverse weather conditions or other events outside our control.
Vacation By The Mouse accepts no liability whatsoever for any injury or loss sustained by guests or any other visitors while in the home or swimming pool, or for any loss or damage caused to any property brought to the premises. No responsibility is accepted for any death, illness, loss or damage to property and/or motor vehicles.
Should you need anything during your stay, please contact the onsite management company at the number provided to you on your confirmation form.
The onsite management company's office hours are 9am-5 pm Monday through Friday and Sat from 9 am to 1 pm.
Non-emergency items need to be handled during these hours.
Pool heat is a non-emergency item. Do not call after hours for this item.
There will be a $50 charge if non-emergency calls are made after hours. Some emergency items would include:
1. No Power or water
2. Locked out of the home
3. Cannot locate the home
4. Any item that may cause damage to the home or to the guest.
15. PETS AND SMOKING
All homes are non-smoking and pets are not allowed in any home.
Anyone who smokes in a house or brings a pet to a house will be made to leave the home immediately. No refunds will be given and a $350 cleaning fee will be charged to the card on file.
16. ZERO TOLERANCE POLICY
Guest will be immediately asked to vacate the property if the following rules are broken:
A. Maximum Occupancy. Please make sure you do not have more guests on the property than the property accommodates. At no time can there be more guests at the home than the maximum occupancy. This includes friends and family visiting.
B. Unless paperwork is provided for a service dog before arrival, we have a zero pet policy.
C. We have a non-smoking policy
D. Careless action and known damage that has occurred during the stay. Please note the individual owner of the property can pursue legal action for damages that occur in the home that is larger than the security deposit taken.
E. Underage Drinking or use of illegal substances
F. Noise Disturbances that affect guests in other homes around the house you are occupying.
G. The lead guest on the reservation must be staying in the home for the entire stay.
Rates are subject to change without notice. Vacation By The Mouse, at its discretion, may raise or lower the rates of any given property at any time without notice. Once you make a reservation, you are locked in at the rate agreed upon. If our rates decrease then we will not refund the difference of the agreed upon rate and the new rate. If you have a confirmed reservation and our rates increase, then we will honor the agreed upon rate when you made the reservation. The nightly rate includes a fuel surcharge.
18. NEIGHBORHOOD FACILITIES
Some of our properties have facilities that are controlled by the neighborhood homeowners association. From time to time there may be maintenance or repairs that are needed. This could cause the closure of these facilities for short periods. Some examples are but not limited to: Community swimming pools, clubhouse, pool heaters, and community Jacuzzi's. If there is a closure of these facilities during your stay, then Vacation By The Mouse will not be held liable or be responsible for customer refunds.
Guests must park in designated parking spots or in the driveway. Roadside parking is prohibited. Any fees incurred from tickets or towing expenses are the sole responsibility of the guest.
20. TERMS AND CONDITIONS
Submitting the online reservation form signifies that you are agreeing to these terms and conditions.