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Highlands Vacation Rentals Logo

Rental Policies

Rental Policies2024-07-16T14:29:41-04:00

All reservations are subject to a reservation booking fee, reservation processing fee, applicable taxes, and cleaning fee. All reservations require a payment of fifty percent (50%) of the rental amount paid immediately upon booking the property. All remaining payments including pet fee (if applicable) and charges for optional purchases (firewood, trash removal, etc…), shall be due forty five (45) days before arrival. Reservations made within forty five (45) days of arrival must be paid in full when the reservation is made. Your reservation becomes a guaranteed reservation upon receipt of your signed contract or monies paid on your account.


A cancellation or refund will not be allowed on the basis of leasing the property sight unseen.

Updated Cancellation Policy applies to bookings made 4/1/24 forward. Any reservations booked prior to 4/1/24 are subject to original policy as outline in agreement.

Policy A –

For reservations that are 21 days or less. A reservation cancelled ( by email receipt) between 0 – 45 days prior to arrival is not eligible for a refund unless property is re-rented.

If reservation is cancelled (by email receipt) more than 45 days prior to arrival guest are eligible for a refund.

Policy B

For reservations that are more than 21 days. For any reservations that are more than 21 days, No refund will be given unless the property is re-rented.

ALL REFUNDS are subject to a cancellation fee of 10% of the total cost of the reservation AND the cost of any trip insurance or CC convenience fees if applicable.

All refunds will be given back in the form of the payment received and may take up to 7 business days from the date the refund is processed to post to your account.

Highlands Vacation Rentals recommends all Renters purchase travel insurance offered at the time of booking to protect them in the event of an unexpected event affecting their vacation. Highlands Vacation Rentals cannot offer future credits or immediate refunds for unexpected cancellations due to emergencies regardless of the situation, including but not limited to weather events and acts of God, unexpected illnesses, injury or death, change of plans or job loss.

TRAVEL PROTECTION INSURANCE: Travel protection insurance is offered through Travel Guardian at a cost of 7% of the reservation total. An additional Cancel for Any Reason (CFAR) benefit reimbursing up to 60% of traveler’s non-refundable costs if you have to cancel for a reason not listed as covered in the policy is also available for an additional cost of 3.8%. Click here for MORE DETAILS.

MAINTENANCE ISSUES: We will be as responsive as possible and will do our best to rectify those things that are within our control. Inconveniences which are not in our control and which do not warrant any refund of rental monies include but are not limited to: breakdown of TV’s, DVD players, satellite systems, stereos, hot tubs, or other appliances, including HVAC systems; outages of the power, light bulbs, cable, internet, water, or telephone services; bad weather including snow, sleet, rain, fog and hazardous road conditions.

INCLEMENT WEATHER POLICY: Weather conditions can change constantly in the mountains. Storms can quickly develop causing outages of several types. Rain, fog, snow, sleet, or ice can create unexpected and hazardous driving conditions – especially during the colder months of November – April. Because road conditions may become hazardous during your stay, a 4-wheel drive or all wheel drive is recommended. Several homes may have driveways that are harder to access in inclement weather. IT IS YOUR RESPONSIBILITY TO ARRIVE FULLY PREPARED.

CHECK-IN AND CHECK-OUT: Check-In: Check in begins at 4:00 pm. Please time your driving to arrive after 4:00 to your rental property. The home may not be ready if you arrive early and we will not grant any refunds, credits, or late checkouts if you arrive early to a home not yet prepared for you. Check-out: You must vacate the property no later than 10:00 AM on the last day of your reservation. Housekeeping and maintenance professionals must have access to all properties from 10:00 a.m. to 4:00 p.m. for cleaning and maintenance after check-out and prior to check-in. Failure to depart on time without prior approval will result in a $75.00 late departure fee.

DAMAGES: Included in the booking total is a damage protection covered through Safely Damage. This covers a guest for accidents (not intentional or willful) and damage to the property . ALL ACCIDENTAL DAMAGE MUST BE REPORTED TO THE RENT IN HIGHLANDS OFFICE BEFORE GUEST DEPARTURE TO QUALIFY FOR PROTECTION COVERAGE. Any damage or accident that is not covered under the policy will be the responsibility of the renter. The HPP is designed to cover unintentional damages to the rental unit interior that occur during your stay, provided they are disclosed to management prior to check-out.

PETS: Some of our homes allow pets. When making your reservation, please inquire about homes that may allow pets. Pets are not allowed without prior approval. A non-refundable pet deposit will be charged if pets have been approved. A $500 fine will be charged to the card on file for violations of this policy.

ADA SERVICE ANIMALS: With regards to ADA compliant service animals, it should be noted that vacation rentals are considered private property and are exempt from the same rules and regulations that commercial properties must follow with regards to ADA compliant service animals. It should be noted that only dogs are recognized as service animals by the ADA. With that being said, we understand the difficulties of those with special needs when it comes to travel, and we will make every effort to accommodate you and your service animal, or refer you to other properties, agencies, or services who may be able to assist you in the unlikely event we cannot. Emotional support animals, comfort animals, and therapy dogs are not service animals under Title II and Title III of the ADA. Other species of animals, whether wild or domestic, trained or untrained, are not considered service animals. If you plan to travel with a comfort animal, we will make every reasonable effort during the normal course of business to pair you with a property where your animal is accommodated, and a non-refundable fee will be charged to your reservation. This fee is not a security deposit and the guest will be charged for any costs with regard to returning the rental property to its original condition.

MAXIMUM OCCUPANCY: Please carefully check the number of people each unit sleeps as detailed on the website description. This represents the MAXIMUM number of people, including children, allowed to occupy the property and/or be on the grounds of the property at any given time. Authorization to allow extra people for gatherings or other short-term events must be obtained in writing. Authorization to rent a property for a purpose other than for a family vacation must be obtained in writing prior to finalizing the reservation. Violation of this policy is subject to an additional minimum $500 fee. Only adults (25 years old and older) may reserve the Property and an adult must occupy the Property at all times when children are present. The person whose name the rental is in must occupy the rental with the other guests.

TRASH: All trash must be bagged and placed in the bear proof container located at the property.

CLEANING: A cleaning fee is charged on all rentals. Rates could vary depending on the rental unit. Rentals for one month stays and longer will incur an additional mid stay cleaning fee. We ask that you assist the cleaners in preparing for the next guests which may arrive as early as 4:00 pm by WASHING AND DRYING MOST OF YOUR TOWELS. Towels in higher elevations take a long time to dry and this will help housekeeping prepare the home for the next arrival.

PRIVATE HOMES: All properties managed by Highlands Vacation Rentals are privately owned and sometimes utilized by their owners. We ask that you please respect their furnishings and decor and do not rearrange furniture or move the owner’s belongings. This can lead to accidental damages and is a safety concern. Any locked rooms or closets are the owner’s private property and not included in the rental.

Quiet Time Policy: Many of our rental properties are located in mix-use neighborhoods that include both short-term guests and year round residents. Please be sure to observe all rules and regulations. Our courtesy hours are from 10:00 PM to 08:00 AM. All guests, as well as owner, are required to conform to all rules and regulations of the properties.

NO SMOKING: All Rental Homes are Non Smoking – No Smoking is allowed inside any rental properties, a $500 fine for violations to the No Smoking Policy will be charged if smoking occurs inside the property.

MAINTENANCE: If there is a problem due to MALFUNCTIONING EQUIPMENT, please report it to our office immediately. DO NOT wait until checkout to let us know as the problem will affect your stay as well as the stay of future guests.

TELEVISION & INTERNET: Some houses list TVs, VCRs Wi-Fi and Cable TV along with other equipment. We cannot guarantee reception, service or immediate repair in case of mechanical failure nor can we always provide replacement or concessions. In homes that have satellites, special instructions will be provided. We will be as responsive as possible and will do our best to rectify those things that are within our control. Inconveniences which are not in our control and which do not warrant any refund of rental monies include but are not limited to: breakdown of TV’s, DVD players, satellite systems, stereos, hot tubs, or other appliances; outages of the power, cable, internet, water, or telephone services; bad weather including snow, sleet, rain, fog and hazardous road conditions.

ITEMS LEFT BEHIND: Highlands Vacation Rentals is not responsible for items left behind. In the event that guest leaves behind items of utmost importance, we will attempt to retrieve and return items at guest’s expense, but such retrieval cannot and will not be guaranteed. The cost to return will be billed on the guest rental folio and charged to the credit card on file. If there is not a card on file due to payment by check/echeck, one must be given for shipping.

FIREWOOD: Firewood is not provided for rental properties and we ask that you please not use the owner’s firewood if there is any on the premises. If you would like our office to arrange delivery, please call us at least several days in advance of your check in.

Any Additional Rental Policies are found in the Terms and Conditions with the full Rental Agreement

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