Guest Refund Policy

The following terms and conditions govern VILLA LIKE HOME which is part of CRETICO's P.C. CRETICO PC. is doing business as VILLA LIKE HOME (Villalikehome.com) and CRETICO (Creti.co) Guest Refund Policy, available to Guests who book and pay for an accommodation listed by a host through the Villalikehome.com platform and suffer a travel Issue, or make a cancellation at their own discretion and wish, as well as the obligations of the host associated with the Guest Refund Policy.

1. Travel Issues. 

A “Travel Issue” reffers to: 

The Host of the accommodation (a) cancels the reservation shortly before its scheduled start, or (b) fails to provide the Guest with the reasonable ability to access the accommodation (e.g. by providing the keys and/or a security code). 

The description of the Accommodation in the listing on the site is materially inaccurate with respect to: 

  1. The size of the Accommodation (e.g., number and size of the bedroom, bathroom and/or kitchen or other rooms)
  2. Whether the reservation for the Accommodation is for a private room or shared room, and whether another party, including the Host, is staying at the Accommodation during the reservation
  3. Special amenities or features represented in the listing description are not provided or do not function, such as decks, pools, hot tubs, bathrooms (toilet/shower/bathtub), kitchen (sink/stove/refrigerator or major other appliances), and electrical, heating or air condition systems
  4. The physical location of the Accommodation (proximity)
  5. At the start of the Guest’s reservation, the Accommodation: (i) is not generally clean and sanitary (ii) contains safety or health hazards that would be reasonably expected to adversely affect the Guest’s stay at the Accommodation in VILLA LIKE HOME’s judgment, (iii) does not contain clean bedding and bathroom towels available for the Guest’s use.

Apart from the above circumstances, the guest can cancel a reservation with his/her own will, by choosing the indication “cancel reservation” in VILLA LIKE HOME’s platform.

2. The Guest Refund Policy. 

If the check-in date is less than 30 days from the date the reservation is made, the guest pays at once the total amount of the reservation, else 30% of reservation fees (including service fees) should be paid as soon as a confirmed reservation is made. The rest 70% must be paid at least 30 days prior to the arrival otherwise the reservation will be automatically cancelled. Each owner can choose amongst three (3) cancellation policies: Flexible, moderate and Strict. On the other side a guest can cancel his/her reservation (after a direct request towards VILLA LIKE HOME) when a travel issue arises according to the above mentioned, being  informed about his/her financial aggravations according to the relevant cancellation policy.

 It should be noted that neither the 30% deposit nor any Villa Like Home service fees are refunded to the guest, regardless of the cancellation policy being chosen. If the guest arrives and decides to leave earlier, the nights are not spent, are not refunded.

The following cancellation policies applies only if the guest has paid the total cost of the reservation. In particular the exact content of each available cancellation policy, that the owner can choose is the following: 

 

Flexible
The guests will receive:

  • A 50% refund of the total cost (minus host & guest services fees) as long as the guest has officially cancelled the reservation at least 7 days before the local check in time.
  • A 25% refund of the total cost (minus host & guest services fees) as long as the guest has officially cancelled the reservation from 7 to 2 (not including the 7th day) days before the local check in time.

Note! Nο refund for cancellations within the last 2 days (not including the 2nd day).

 

Moderate
The guests will receive:

  • A 50% refund of the total cost (minus host & guest services fees) as long as the guest has officially cancelled the reservation at least 14 days before the local check in time.
  • A 25% refund of the total cost (minus host & guest services fees) as long as the guest has officially cancelled the reservation from 14 to 7 (not including the 14th day) days before the local check in time.

Note! Nο refund for cancellations within the last 7 days (not including the 7th day).

 

Strict
The guests will receive:

  • A 50% refund of the total cost (minus host & guest services fees) as long as the guest has officially cancelled the reservation at least 21 days before the local check in time.
  • A 25% refund of the total cost (minus host & guest services fees) as long as the guest has officially cancelled the reservation from 21 to 14 (not including the 21st day) days before the local check in time.

Note! Nο refund for cancellations within the last 14 days (not including the 14th day).

 

Furthermore the following should be noted that :

i) If the guest decides to leave the accommodation in a smaller period of time or in a different way than those described above, then the guest has not in no case any right for refund , concerning the nights during which he did not stayed at the accommodation.

ii)    VILLA LIKE HOME at its own sole discretion, and regardless of each the above mentioned Guest refund policies (that the owner has finally chosen), can –only in the case of a cancellation by the Host- use all its reasonable efforts to find and book to the Guest (and in behalf of him) another accommodation for any unused nights left in the Guest’s reservation, which accommodation is in VILLA LIKE HOME's determination reasonably comparable to the one described in the original reservation regarding its size, rooms, features and quality.

In particular in such a case VILLA LIKE HOME will substantially contribute in finding another accommodation, which can be up to 12% more expensive from the original reservation through VILLA LIKE HOME's site. In case another accommodation cannot be found or does not satisfy the guest’s demands, then the full amount of this reservation payment will be refunded including VILLA LIKE HOME's payment. In order to provide the above, the cancellation has to be done officially from the owner through VILLA LIKE HOME’s site. Host will not receive any payment and at VILLA LIKE HOME’s discretion he/she will be charged with a 3% up to 15% of the cancelled booking from his next successful booking, being considered as VILLA LIKE HOME’s payment for the finding of another accommodation to the Guest. Also, the days from the calendar will continue to be displayed as booked. Finally, a review will automatically appear in the guest’s profile concerning the cancellation made during the relevant dates.

iii) All VILLA LIKE HOME’s decisions with respect to the Guest Refund Policy, including without limitation, the size of any refund shall be final and binding on the Guests and the Hosts.

3. Conditions to Claim a Travel Issue.

 Only a Guest may submit a claim for a Travel Issue. If you are a Guest, in order to submit a valid claim for a Travel Issue and receive the benefits with respect to your reservation, you are required to meet each of the following conditions: 

(a) you must bring the Travel Issue to our attention in writing (info@villalikehome.com) or via telephone and provide us with information (including photographs or other evidence) about the Accommodation and the circumstances of the Travel Issue within 24 hours after the start of your reservation (and in any case before the above mentioned time according to the relevant reservation policy) , and must respond to any requests by us for additional information or cooperation on the Travel Issue. 

(b) you must not have directly or indirectly caused the Travel Issue (through your action, omission or negligence). 

(c) you must have used reasonable efforts to try to remedy the circumstances of the Travel Issue with the Host prior to making a claim for a Travel Issue.

4. Special Extenuating Circumstances

In rare cases there are extenuating circumstances in which the host or the guest needs to cancel a confirmed reservation . In such cases VILLA LIKE HOME may override the above mentioned Refund policy (flexible, moderate, strict) and decide otherwise and accordingly to refund. These cases will depend upon the relevant supporting documents, only if they are valid and concern:

 FOR THE HOST/OWNER:

  • Family death
  • Serious illness of the owner or serious illness of a member of his/her family
  • Natural disaster in the place of the accommodation
  • Political crisis in the place of the accommodation
  • Serious material damages in the accommodation
  • Preservation matters that affect substantially the hosting ability.

FOR THE GUEST:

  • Family death
  • Serious illness of the owner or serious illness of a member of his/her family
  • Natural disaster in the place of the accommodation
  • Political crisis in the place of the accommodation
  • Duty as a jury or a similar civil obligation

5. Minimum Quality Standards, Host Responsibilities and Reimbursement to Guest. 

If you are a Host, you are responsible for ensuring that the Accommodations you list on the Site meet minimum quality standards regarding access, adequacy of the description on the Site, safety, cleanliness, and do not present a Guest with Travel Issues. During the 24-hour period following the Guest’s check-in, Hosts should be available, or make a third-party available, in order to try, in good faith, to resolve Guest issues. 

If you are a Host, and if (i) VILLA LIKE HOME determines that a Guest has suffered a Travel Issue related to an Accommodation listed by you and (ii) VILLA LIKE HOME either reimburses that Guest any amount up to the amount paid by the Guest through the Site for the Accommodation or provides an alternative Accommodation to the Guest, you agree to reimburse VILLA LIKE HOME up to the amount paid by VILLA LIKE HOME within 30 days of VILLA LIKE HOME’s request.

All determinations of VILLA LIKE HOME with respect to the Guest Refund Policy, including without limitation the size of any refund to the Guest, shall be final and binding on the Guests and Hosts. You also agree that in order for you to reimburse VILLA LIKE HOME up to the amount paid by VILLA LIKE HOME, VILLA LIKE HOME may off-set or reduce any amounts owed by VILLA LIKE HOME to you by this amount. If the Guest remains for part or all of the stay despite the Travel Issue, the Guest will receive a refund that will reduce the amount of the Accommodation Fees ultimately paid to you. If the Guest is relocated to an alternative Accommodation, you may lose part or all of the Accommodation Fee payment for the booking and you may be responsible for reasonable additional costs incurred to relocate the Guest to the alternative Accommodation

The rights of the Guests under the Guest Refund Policy supersede the cancellation policy established by a Host. If you dispute the Travel Issue you may notify us in writing (support@villalikehome.com) or via telephone and provide us with information (including photographs or other evidence) disputing the claims regarding the Travel Issue, provided you must have used reasonable and good faith efforts to try to remedy the Travel Issue with the Guest prior to disputing the Travel Issue claim.

You agree that all determinations of VILLA LIKE HOME with respect to the Travel Issue shall be final and binding on the Guests and Hosts regardless of your submission of a dispute against such Travel Issue. In the event of one or more Travel Issues, VILLA LIKE HOME in its discretion, may elect to take additional actions. These actions include, but are not limited to, negatively affecting your listing ranking, automated reviews indicating Travel Issues, cancelling future bookings, suspending or removing the listing of the Accommodation or imposing penalties or fees for the administrative burden associated with the Travel Issues.

6. General Provisions. 

(a) No Assignment/No Insurance. This Guest Refund Policy is not intended to constitute an offer to insure, does not constitute insurance or an insurance contract, does not take the place of insurance obtained or obtainable by the Guest, and the Guest has not paid any premium in respect of the Guest Refund Policy. The benefits provided under this Guest Refund Policy are not assignable or transferable by you.

(b) Modification or Termination. VILLA LIKE HOME reserves the right to modify or terminate this Guest Refund Policy, at any time, in its sole discretion, and without prior notice. If VILLA LIKE HOME modifies this Guest Refund Policy, we will post the modification on the Site or provide you with notice of the modification and VILLA LIKE HOME will continue to process all claims for Travel Issues made prior to the effective date of the modification. 

(c) Entire Agreement and Definitions. This Guest Refund Policy constitutes the entire and exclusive understanding and agreement between VILLA LIKE HOME and you regarding the Guest Refund Policy and supersedes and replaces any and all prior oral or written understandings or agreements between VILLA LIKE HOME and you regarding the Guest Refund Policy. Capitalized terms not otherwise defined herein shall have the meaning set forth in the VILLA LIKE HOME Terms of Service. 

(d) Controlling Law. This Guest Refund Policy will be interpreted in accordance with the greek, without regard to its conflict-of-law provisions. 

(e) Limitation of Liability. IN NO EVENT WILLVILLA LIKE HOME’S AGGREGATE LIABILITY ARISING OUT OF OR IN CONNECTION WITH THIS VILLA LIKE HOME POLICY TERMS, EXCEED THE AMOUNT OF THE ACCOMODATION FEES COLLECTED BY VILLA LIKE HOME FROM THE GUEST.
YOU ACKNOWLEDGE AND AGREE THAT, BY POSTING A LISTING OR BOOKING AN ACCOMMODATION OR OTHERWISE USING THE SITE, SERVICES AS A HOST OR GUEST, YOU ARE INDICATING THAT YOU HAVE READ, AND THAT YOU UNDERSTAND AND AGREE TO BE BOUND BY THESE POLICY TERMS.

7. Contacting VILLA LIKE HOME. 

If you have any questions about the Guest Refund Policy, please contact VILLA LIKE HOME at info@villalikehome.com