HOTEL POLICY/HOUSE RULES

We strive to provide our guests with an exceptionally clean, safe, and friendly hotel experience. The following Hotel Policy/House Rules have been established based on industry standards, management, and operational procedures. These Hotel Policy/House Rules are considered a part of our reservation agreement with you. As our hotel guest, by reading and signing your hotel registration you are agreeing to abide by all of our Hotel Policy/House Rules, terms and conditions, and procedures. These Terms and Conditions govern all contracts concerning the rental of hotel rooms for accommodation and apply to all other contracts concerning services and goods provided by Serenity Villas to its guests.

LIABILITY/PAYMENT

Serenity Villas can’t be held liable for damages incurred by the customer, the guest, and/or other third parties, unless those damages resulted from deliberate actions or gross negligence on its part. The Hotel reserve the right to use the guest credit card details to deduct from their account any unpaid outstanding balances i.e. late room charges, fumigation of the bedroom, damage charges. Serenity Villas is not liable for the damage, loss or theft of goods and can therefore not be obligated to pay any form of compensation whatsoever in this context. The hotel reserves the right to pre-authorize credit cards prior to arrival. Also, an amount is reserved on your credit card for safety and security reasons. After a non-refundable reservation the hotel reserves the right to charge the total amount of the stay after receiving the reservation.

CANCELLATION

Santorini Heights is not responsible for weather conditions, personal emergencies, or schedule changes. Reservations must be cancelled 14 days (336 hours) hotel time, prior to your arrival date, in order to avoid full room cancellation fee. If reservations are cancelled less than 336 hours before the arrival date, your credit card may be charged the full room charge plus taxes. Non-refundable reservations will be charged with the total amount of your reservation plus taxes. If you cancel any reservation, you must obtain and save the cancellation number for your records.

NO SHOW CHARGES

Failure to check in on the scheduled arrival date for a reservation guaranteed with a credit card will result in a No-Show fee being charged to your credit card. You will be charged the total amount of your reservation plus taxes and the balance of the reservation will be cancelled.

100% SMOKE-FREE

All our villas have been 100% Smoke-Free since we opened. For safety and to assure that our facility is not exposed to items or actions that create an odor which is unhealthy and objectionable to our guests and staff, and that is difficult to remove from the air, carpet, walls, and furniture we do not permit smoking tobacco, illegal drugs, e-cigarettes, vape pens, vaping, cartridges containing the liquid of nicotine, hookahs, incense, cigars, the use or diffusing of patchouli oil or other strong-smelling plant- based essential oils or synthetic products in our facility. Guests are encouraged to notify the Facility Manager staff immediately if they smell cigarette or other objectionable odors. This policy is not intended to stop people from smoking, but to regulate where they smoke and how it affects others. A Designated Smoking Area is provided outside on each apartment’s private balcony.

CANDLE, INCENSE, ESSENTIAL OILS

Candle, incense, essential oils (diffusing, vaporizing, etc.) are prohibited. These items and activities will be treated as smoking, a fine accessed, and the guest may be evicted with no refunds.

GUARANTEED RESERVATIONS

All reservations must be guaranteed with a valid major credit card. Guests must be 18 years and older and minimum check in age for children is 12 years. We accept Visa & Master Card. We do not charge your credit card at the time you make your reservations, except if the policy is non-refundable. Your credit card guarantees your reservations. Please make sure to receive a reservation confirmation number when you make a reservation. Reservations must be cancelled 14 days, prior to your arrival date, in order to avoid cancellation fee. Reservations will be held until 11:00 a.m. the morning following your scheduled arrival date. If you have not checked in by that time, a NO-SHOW charge will be charged to your credit card and the balance of your reservation will be cancelled. Serenity Villas is not responsible for weather conditions, personal emergencies, or schedule changes.

CHECK-IN TIME

15:00 p.m.

EARLY CHECK-IN/PRE-REGISTRATION

Early check-in is offered based on availability. If you require a guaranteed check in for arrival prior to 3 p.m. then Pre-Registration and payment may be required. Please send us an email, at villas@serenity-villas.gr, to make reservations and complete a credit card authorization form prior to your arrival.

CHECK-IN REQUIREMENTS

Guests must be at least 18 years of age to check in at Santorini Heights. In the interests of security and to prevent fraud, guests are required to confirm their identity by providing their valid government issued photo identification (State driver’s license, passport, etc.) at check-in. A valid, signed, and pre- approved credit card in the name of the guest registration is also required. It is your responsibility to fully understand the manner in which your bank processes pre-authorizations and charges to your credit/debit card. Some banks hold pending authorizations for up to 30 business days.

PRE-AUTHORIZATION AT CHECK-IN

A pre-authorization is a temporary hold of a specific amount of your available credit limit balance placed on your credit/debit card for the full amount of your intended stay, plus tax. Pre-authorization is not a charge to your account, it is a hold on those funds. Once your actual charge is posted at check-out it can take anywhere from 24 hours to 30 days for the original pre-authorization to be removed by your bank. Generally, most banks release the hold within 3-5 days. It is your responsibility to be aware of how your bank handles all of your transactions, including pre-authorizations. We are unable to remove pre- authorizations directly through our hotel.

GUEST REGISTRATION

We require valid contact information from the guest making the reservations including first and last name, address, phone number, and signature. The names of all guests occupying the room must be registered. Information regarding your license plate/car description is also gathered at check-in for security.

CHECK-OUT TIME

Room rental period expires at 11:00 a.m. Additional day charge, plus tax may apply for late checkout.

CHECK-OUT PROCEDURE

Check-out time is 11 a.m. Please check-out with the Facility Manager so that housekeeping may begin cleaning your room as soon as possible. If you require a later check-out, please contact the Facility Manager prior to the day of your departure and we will do our best to accommodate your request. A charge may apply for late check-out.

EARLY DEPARTURE

Guests who check out of the hotel after 11:00 a.m. and prior to their scheduled departure date are subject to an early departure fee, plus tax.

SPECIAL REQUESTS

We will make every effort to honor special requests such as an early check in, a late check out and others, upon your arrival or during your stay. All special requests are noted on reservations and we will do our best to accommodate. However, the availability of these items cannot be guaranteed in advance.

MICROWAVE/REFRIGERATOR/COOKING

Preparation of food in the villas by any type of cooking appliances needs your attention. Please contact the Facility manager in case you need assistance. Please take special care when operating the oven or stove, as they present fire hazards. We ask that you refrain from microwaving any pungent food as the odor is difficult to remove from fabric, a cleaning fee may be assessed. Most commercially prepared food intended for the microwave has not previously caused a problem, so we suggest that option. Microwaving your fresh caught trout will be an issue.

ADA/HANDICAPPED ROOMS

Unfortunately, our hotel doesn’t have ADA compliant guest rooms.

PAYMENT

All reservations and registration must be guaranteed with a valid major credit card. We accept Visa & Master Card. Pursuant to credit card agreements, credit cards are not valid unless signed by the cardholder. Credit cards must be signed. Cash (EUR) payment is welcomed with a signed and pre- authorized credit card. All guests are required to present a valid major credit card and government issued photo identification even if guests are planning on paying in cash upon check-out. Checks and foreign currency not accepted.

CHECKS AND CHECK CASHING

We do not accept checks. We do not provide check cashing services.

DEBIT CARD/CREDIT CARD HOLDERS

Your credit card is not valid unless signed. We will refuse an unsigned card. Your Debit or Credit Card will be pre-authorized at check-in for the full amount of your stay. The pre-authorization will HOLD the funds until check-out, at which time the amount actually incurred during your stay will be charged. If you change your method of payment at check-out or change the length of your stay, your bank may not post the changes to your account immediately. Serenity Villas has no control over the policies of your bank and will not be held liable for any “insufficient funds” penalties or any other resulting fees or charges. It is your responsibility to fully understand the manner in which your bank processes pre- authorizations and charges to your debit or credit card. Some banks hold pending authorizations for up to 30 days.

DEPOSITS AND GUARANTEES

There is no deposit required to make an individual villa reservation. However, a major credit card is required at the time of booking to guarantee the room and secure the reservation period.

RESERVATION AND PAYMENT FOR GUESTS BY PRIVATE THIRD PARTIES

Generally, third party payment is not permitted. In the case of paying for a family member if you will not be physically present at the hotel, we require prior completion and approval of a Credit Card Authorization form including a copy of your government document and the front and back of your signed credit card. You will be responsible for any and all damages and loss. We reserve the right to refuse reservation at any time for any reason.

CREDIT CARD AUTHORIZATION BY CORPORATE THIRD-PARTIES

Please contact Serenity Villas reservations department at least 24 hours prior to guest’s arrival to request a Credit Card Authorization form. We must receive the information by email and process the approval for your reservations prior to the guest’s arrival.