When you list your home on Seasons Vacations, it’s important to familiarize yourself with the local laws and regulations that apply in the area where you rent out your property. We’ve provided some information here, but please check with your city, county or state government for the latest information.
Please be aware that if you’re in a location where we collect an occupancy tax on your behalf, travelers will need to pay the full balance upfront to secure their booking (they won’t be able to pay a deposit and then the balance at a later date).
f your flight was cancelled or is severely delayed, we highly recommend contacting your airline as you may be entitled to:
- An alternative or rerouted flight
- Food and accommodation until the alternative flight
- Flight cancellation compensation, allowing you to rebook with another airline
In the event of a strike, you may not be able to claim compensation. However, your airline may still have an obligation to assist you. Please note: This may vary depending on your location and carrier.
If you can’t reach your destination on your check-in day, we suggest the following:
- Before you cancel your booking, contact the owner of the property you’ve booked and explain the situation
- If suitable, check if the owner can move your booking to different dates in the future
If moving your booking to different dates is not possible and you need to cancel, we recommend getting in touch with your travel insurance provider for guidance on the necessary documents to support your claim.
By cancelling, you are subject to the conditions of the owner’s cancellation policy and the traveller Terms of use, which include our Chargeback policy. For more details, visit Manage my booking.
What is the GDPR?
The General Data Protection Regulation (GDPR) is a set of new data privacy laws that will take effect in the European Union (EU) on 25th May 2018. The GDPR will extend the data privacy rights of individuals in Europe by making businesses more transparent about how user data is collected, stored and transferred.
How does it change existing privacy laws?
The GDPR acts as a single set of rules that better protects personal information for people across the EU. The new law also introduces some changes regarding certain rights of individuals and the manner and time in which companies should respond to requests regarding personal data.
What data does Seasons Vacations hold?
When booking a rental on our website, we only collect information relevant to your booking – for example, your name, email address and contact number. If you have an active booking or have booked a rental in the past, you can see what data you’ve supplied to us by logging into the Manage my booking page, using your booking reference and the email address used to book.
What is Seasons Vacations’ commitment to Data Protection?
We retain certain information to help us protect our users and commercial partners from fraudulent activity. In order to detect, track and combat instances of fraud, it’s essential for us to keep data relating to current and former users on file.
We only keep this information for a period that is justified for the purposes mentioned above and you can review this in more detail in our Privacy Policy. Rest assured, we treat your personal information with the utmost respect and confidentiality.
We’re sorry your booking was cancelled – we know how disappointing this can be.
If you paid through our website, you should have received an email to confirm the cancellation. This explains why the booking was cancelled and offers help from our Reservations team to find an alternative place to stay.
If the property owner/manager has offered you alternative accommodation, you’ll need to go to their listing online to make a new booking, or ask them to send you a quote.
Please rest assured that we take the cancellation of bookings very seriously and impose a charge on owners. For owners who cancel repeatedly, we will also take further action if required.
Please note, that this is in place to cover physical damage to your property (such as broken items) and should not be used for indirect costs you are able to itemize in your account (for example: cleaning costs, utility bills or additional guest fees)
How damage deposits work:
You decide on the size of the damage deposit. Make any changes here.
We save the guest’s payment details at the time of booking for the event of a successful claim.
You’ll be reminded by email when the guest checks out. From this date, you’ll have seven days to report any damage.
If you have no damages to report no further action is required and the guest won’t be charged.
We’ll email you to let you know when the damage deposit has been processed.
Booked directly with you
If guests didn’t pay via our online booking service, they will have paid the damage deposit directly to you, so you’ll need to refund them directly.
You should find all the information you need for your trip by going to your membership page.
Booking details
The arrival and departure dates are displayed in the Booking details section, as well as a link to your booking contract and other property information.
Contact the owner
The property owner/manager’s contact details are shown in this section after you have fully paid for your booking. You can always contact them via the message box if you have any questions.
Any messages you’ve received from the owner/manager will also be displayed here.
Getting there: Property address and directions
The property address is displayed once you make a payment to secure your booking. Contact the owner for any specific directions in advance of your stay if none are provided.
Check-in & check-out
The check-in and check-out times are displayed here, together with other essential arrival details including key codes, WiFi password, meet and greet information. You will receive two pre-arrival emails containing this information 7 and 2 days before you check in.
What if there’s a problem accessing the property on arrival?
Although it’s very rare for something to go wrong, you can read more about what to do if you have any problems accessing the property below.
Arrival checklist – make sure that you’ve got the information below before you set off:
- Property address
- Owner/manager telephone number
- Key collection information
- Check-in/check-out times
- Gas/Electricity/Water management at the property during your stay
- House rules
- Our contact information
- Copy of our Payment Protection policy
- Copy of your booking contract (you can find this on the membership page)
While it’s extremely unlikely, we’re here to help if you experience issues upon arrival such as:
- there’s been a double booking
- the property is not available for rent
- the property is misrepresented (differing substantially to what was advertised)
- the property is not there
If your rental is covered by Payment Protection
Please contact the property owner/manager if you’re unable to access the property at check-in. Some give the number for a local representative or property manager for their guests to call in case of problems. You can find their contact details in your emails. In the majority of cases they’ll be able to resolve any issues.
If you’re unable to contact the owner/manager or resolve the matter:
- Call us on +44 203 701 5375 on the first day of your rental period (as stated in the booking confirmation email).
Remember: to qualify for Payment Protection, you must have booked and paid through our website for a property with a Payment Protection logo. Read the full terms here.
If we determine your booking is covered by Payment Protection and you meet the criteria within the policy, then we’ll either:
- provide you with a refund
- or make all reasonable efforts to find you an alternative comparable property for the same price or less
If your rental isn’t covered by Payment Protection
You’ll need to contact the property owner/manager to resolve the matter with them. See your rental agreement (if you have one) for the terms and conditions.
On rare occasions, emergency situations near your destination (including extreme weather events of natural disasters, for example) might affect your booking. In these cases, we’re here to help and you can contact us at any time.
As a first step, we recommend contacting the property owner or manager. They will be best placed to give you the latest information and confirm whether or not your stay can proceed as planned. You can do this through your membership page.
For updates on any active situations, please see the end of this FAQ.
If your rental is in an area affected by a major incident (for example, a hurricane, earthquake or other disaster), we’re here to help.
You can get in touch with us at any time and we’ll do all we can to help and advise you. This includes if…
- … your property has sustained damage and is temporarily unavailable to rent out
- … you need to cancel a booking because of the incident
- … you need to take your property offline
Owners can take their listings offline for a number of reasons. They might be fully booked, away on holiday, or doing some renovation work.
If you have made a payment, your booking is confirmed even if the property listing is not online.
You can still access your trip details via your membership page where you can also contact the owner for further details. If you’ve made the full payment for your booking, you’ll have access to the owner’s direct contact details.
When you send a booking request, the property owner/manager has 24 hours to accept or decline your request. The booking is not confirmed until the owner accepts the request.
No money will be taken from your account unless the owner accepts the booking. You may see a pre-authorisation on your account, but you won’t be charged unless the owner accepts.
We’ll let you know by email as soon as they respond. If the owner accepts the booking, you’ll also receive a receipt confirming that your payment has been processed.
Go to your booking management and enter your email address and booking reference if you want to:
- See whether your booking has been confirmed
- Contact the owner
- Edit or cancel your booking request (you’ll need to contact the owner to ask them to do this).
If you don’t receive an email from us
- Check your spam as it may have dropped in there by mistake
- Make sure you are checking the right email account
- Check with the owner/manager by contacting them through the form on their listing
If you think you’ve booked using an incorrect email address that you can’t access – please get in touch.
Remember: please hold off on making any travel arrangements until your booking has been confirmed.
We advise all travellers who are making a booking to purchase suitable travel insurance to protect you in the event of being unable to travel.