Cancellation, Refund, and Guest Rights Policy

 

At Utopia Gems Stays, we take pride in offering a premium hospitality experience and maintaining clear, transparent policies for all our valued guests. Please review the information below to better understand our guidelines for cancellations, refunds, and your rights as a guest.

 

Cancellation Policy

Life happens, and plans may change. Here’s how we handle cancellations to ensure fairness for both our guests and hosts:

• 100% Refund

Cancellations made more than 15 days prior to the arrival date will qualify for a full refund (100%) of the total booking charges.

• 50% Refund

Cancellations made more than 7 days prior to the arrival date will qualify for a 50% refund of the total booking charges.

• No Refund

Unfortunately, cancellations made within 7 days prior to the arrival date are non-refundable due to preparation and availability constraints.

Note: Refunds are processed through Zelle, Cash App, or via invoice upon request.

Refund Process

We aim to make the refund process as smooth as possible:

1. Zelle Refunds: Provide us with the email or phone number linked to your Zelle account.

2. Cash App Refunds: Share your Cash App ID for direct transfer.

3. Invoice Refunds: If needed, we can issue refunds via customized invoices.

Refunds will be processed within 7 business days from the time the cancellation is confirmed. If you do not receive your refund within this time frame, please reach out to us for assistance.

 

How to Cancel

If you need to cancel your reservation, you can do so by contacting us:

📧 Email: support@utopiagemsstays.com

📞 Phone: +1 (518) 618-1425

 

When contacting us, please provide the following details for quicker processing:

• Booking confirmation number

• Full name on the reservation

• Check-in and check-out dates

 

Your Rights as a Guest

At Utopia Gems Stays, we believe every guest deserves a safe, welcoming, and enjoyable experience. If anything disrupts your stay, here’s what you need to know:

 

Concerns During Your Stay:

If you encounter issues such as cleanliness concerns, maintenance problems, or unmet expectations, notify us immediately. We’ll address the issue promptly to ensure your comfort.

 

Discrimination and Harassment:

We have a zero-tolerance policy for discrimination or harassment of any kind. Should you experience or witness discriminatory behavior, please contact us immediately via:

 support@utopiagemsstays.com

 +1 (518) 618-1425

Your concerns will be escalated to our management team, and appropriate action will be taken.

 

Filing a Formal Complaint:

• Email us with a detailed description of the issue, including relevant dates, photos, and any other evidence.

• Follow up with us if a resolution is not provided within 3 business days.

 

Booking through Third-Party Platforms

For guests who book via platforms like Airbnb, Vrbo, or Booking.com, please note that their policies may slightly differ.However, when booking directly through utopiagemsstays.com, our comprehensive cancellation and refund policy applies.

 

House Rules & Important Policies

 

Check-In and Check-Out Times:

• Check-In: From 4:00 PM

• Check-Out: By 11:00 AM

 

Late check-outs may incur additional fees unless pre-approved by management.

 

Damage Policy:

Guests are responsible for any damages caused during their stay. A security deposit may be withheld or additional charges applied for property repairs or replacements.

No-Party Policy:

We strive to maintain a peaceful environment for all guests. Parties and large gatherings are strictly prohibited unless prior permission is granted. Violation of this policy may result in immediate cancellation without refund.

 

Smoking Policy:

All properties are 100% smoke-free. Smoking is strictly prohibited indoors. Guests who violate this policy will be subject to a cleaning fee of $250 or more.

 

Safety & Emergency Information

In Case of Emergencies:

• Dial local emergency services immediately. or 911

• Contact us after ensuring your safety so we can provide additional support.

 

Safety Guidelines:

• Lock all doors and windows when leaving the property.

• Report any suspicious activity in or around the property to management.

 

Special Offers & Loyalty Discounts

We value our guests and offer the following perks:

• Extended Stay Discounts: Save % on longer stays.

• Exclusive VIP Discounts: Book directly through our website for special rates.

• Birthday and Anniversary Surprises: Celebrate with us! Contact us to arrange a special discount or complimentary gift.

 

Contact Us Anytime

We’re here to make your stay perfect. For any inquiries, complaints, or suggestions, please don’t hesitate to contact us:

 Email: support@utopiagemsstays.com

 Phone: +1 (518) 618-1425

Website: utopiagemsstays.com

 

Thank you for choosing Utopia Gems Stays. We look forward to hosting you and making your travel experience truly unforgettable!