Booking terms

These are the terms that apply when you book with us on this website. They are written to be read, not to be survived. If anything here is unclear, call us on (510) 550-5111 before you book.

Who you are booking with

You are booking directly with Eric and Emile, the owners of the property. Payment and confirmation are handled through OwnerRez, our booking system. There is no agency or management company involved.

What the price includes

The total shown before you enter a card includes the nightly rate for your dates, the cleaning fee, any mandatory fees and all applicable taxes. Nothing further is added afterwards. Optional extras, if you ask for any, are quoted separately.

Payment

You pay 50% when you book. The balance is collected automatically 30 days before you arrive, from the same card. If that payment is not scheduled to collect automatically for any reason, we email you a reminder rather than letting it fail quietly.

Cards are processed by Stripe over an encrypted connection; we do not see or store your card number. The charge appears on your statement as EPIC VACATION STAYS. We take Visa, Mastercard, American Express, Discover, Diners and JCB. If you would rather pay by cheque, that is possible when arrival is at least 15 days away — write to us and we will set it up.

Who can book

The person making the booking must be at least 21 and must stay at the property for the whole of the reservation. Minimum stays vary by home and dates. They are usually 2 nights, although 1-night stays are occasionally available.

Occupancy

Each home has one maximum number of guests and we do not book above it.

• Northstar Ski Condo — 6 guests maximum. Truckee short-term rental permit STR22-5528.
• Caldera Springs Family Home — 10 guests maximum. Deschutes County registration 824444.

The number includes children of every age. These limits come from our short-term rental permits, so they are not something we are able to stretch.

Check in and check out

• Northstar Ski Condo — check in from 4:00 pm, check out by 11:00 am.
• Caldera Springs Family Home — check in from 4:00 pm, check out by 10:00 am.

Both homes have electronic locks. We send the code and full directions a few days before you arrive, so there is no key to collect and nobody to meet. We always try to accommodate an early check-in or late checkout, but cannot guarantee one when there is a same-day guest turnover or when cleaning or maintenance is scheduled.

Cancellation

• More than 30 days before arrival: 97% refunded.
• 15 to 30 days before arrival: 50% refunded.
• Within 14 days of arrival: no refund.

The 3% that is not returned on an early cancellation is the payment processing charge, which the card networks keep whether or not the stay happens.CONFIRM

Security deposit

We place a $500 hold on your card2 days before you arrive. A hold is not a charge: the money is reserved on the card, not taken from it. It is released within5 days of your departure as long as there is no damage, nothing missing, no excessive cleaning and no breach of these terms.

Accidents happen and we are reasonable about them. Tell us and we will sort it out between us. We would far rather hear about a broken glass than find it.

House rules

• No pets at either home.
• No smoking anywhere on either property, inside or out.
• No parties or events. Both homes are set up for quiet family stays.
• Guests beyond the number booked may be charged $100 per person per night, or the stay may be ended. This is about the permit limits above, not about being difficult.
• Quiet hours as set by the community the home sits in.
• Please leave the home roughly as you found it. We do not ask for cleaning, only care.

If something goes wrong

Contact us first, on (510) 550-5111 or at stay@epicvacationstays.com. We answer our own messages and we would much rather fix a problem during your stay than read about it afterwards.