GUEST TERMS AND CONDITIONS
- Guest Terms and Conditions
- Office Hours
- Payment Policies
- Cancellation and Refund Policy
- Daily Replenishment of Supplies/Towel “Service”
- Confirmation Letter
- Refundable Damage Deposit
- Acceptable Forms of Payment
- Changing a Reservation
- Check-In and Check-Out Times
- No Pet Policy
- Occupancy Rules/Laws
- Additional Policies
- Check Out Procedures
- Limitation of Liability and Indemnity
Regular business hours are from Monday thru Friday from 8:00 AM to 8:00 PM and Saturday/Sunday from 10:00 AM to 5:00 PM. After Hours: We have after hours emergency staff on on call for current guests of Mammoth Five Star Lodging of which the phone number will be provided on your confirmation letter upon making a reservation.
1) If Booking 30 days or more prior to arrival date:
* First Payment is due at the time of booking- For the “First Payment” Guest the will be charged 50% of the total balance of the reservation.
* Second Payment is due 30 days prior to arrival date- For the Second Payment the Guest will be charged the remaining 50%
2) If booking less than 30 days prior to arrival date:
* The Total balance will be charged in full at the time of booking.
***You are hereby authorizing us to automatically charge your card on file on each payment due date.
CANCELLATION AND REFUND POLICY
You may cancel a reservation and be refunded the full deposit less a $65 cancellation fee if the following apply:
* You provide notice of cancellation 4 weeks PRIOR to the arrival date during non-holiday periods.
* You provide notice of cancellation 5 weeks PRIOR to the arrival date during holiday periods.
You forfeit your reservation total balance ( stated in the “Itemized Explanation of Charges” table when you signed the rental agreement ) :
* If you cancel within 4 weeks or less during non-holiday periods and the property is not re-booked.
* If you cancel within 5 weeks or less during holiday periods and the property is not re-booked.
Holidays referenced in the above paragraphs are defined as seven (10) days prior to Christmas Day, Christmas Day, the ten (10) days after Christmas Day, Presidents Day weekend and the five (5) days before and after Presidents Day weekend and 3 days before Martin Luther King weekend or 3 days after Martin Luther King Weekend. Please see the ADDITIONAL POLICIES SECTION below for additional restrictions on refunds.
DAILY REPLENISHMENT OF SUPPLIES/ TOWEL “SERVICE”
Units are cleaned and supplied (bath towels, toilet paper, paper towels, etc.) prior to your arrival in quantities sufficient to last one day. An available replenishment service (towel exchange/supply replenishment) is not included in the base rental rate. We offer these services at an additional $35/ scheduled day plus tax. Please contact our reservations department by calling 866-626-6684 extension 701 during normal business hours, to purchase this additional service. (Note we require a minimum 48 hours’ notice to schedule this service)
A Mammoth Five Star Lodging confirmation letter includes directions, contact information, and key/password instructions to gain access to the unit. The confirmation letter will be sent (by e-mail) to you after we have successfully processed payment for your reservation in full and your balance is zero (within 24 hours).
REFUNDABLE DAMAGE DEPOSIT
The day before your scheduled arrival, your credit card will be authorized for refundable damage deposit of $500.00. All units are fully inspected before and after every stay. Your deposit will be refunded in full within 72 hours after your departure provided: guests do not violate unit rental policies; the unit and its contents are left in undamaged/like condition as upon arrival; and all keys, keycards, parking permits, garage door openers, etc. are left in the unit in accordance with check out procedures. Violations and/or damage will incur charges against the security deposit (and possibly additional charges to your credit card in excess of the $500 deposit) as necessary to return the unit to its pre-rental condition. You hereby agree to secure the unit against any and all damage by you or your guests during the time of your stay, and authorize Mammoth Five Star Lodging to use your security deposit or credit card for that purpose.
ACCEPTABLE FORMS OF PAYMENT
Visa, Master Card, Discover and E- Check
In the event of any charge reversal or change of authorization to a credit card on file, you agree to make immediate payment in full to Mammoth Five Star Lodging in cash or alternate form of payment, in accordance with this agreement.
CHANGING A RESERVATION
You may change your reservation dates or property selection without penalty or fees up to three (3) weeks before your arrival date during non-holiday, and four (4) weeks during holiday periods if availability permits. For reservation changes or cancelations, please contact our office at 866-626-6684 or by email: firstname.lastname@example.org
CHECK IN AND CHECK OUT TIMES
Check-in is at 4:00 pm | Check-out is at 10:00 am.
Unfortunately during peak holiday seasons and busy weekends, we cannot offer early check in or late check-out times. We must ask that all guests follow check-out procedure and checkout at the designated time of 10am. Please extend this courtesy to the guest that follows your stay. During off times, we can offer a late check-out but please contact our office to request this in advance. Any renter found to be occupying the condo after 10am on an unauthorized late check-out will have their security deposit deducted at the rate of $100 per hour after 10 am. Also if you enter the property early without authorization we will deduct $100/hour from your damage deposit.
NO PET POLICY
There are only a few specific units in our inventory that accept pets. To search for those, go to the “Properties” pull down box on the MFSL website and select the search criteria “Pets Allowed”. When booking a pet-friendly unit, please indicate the type of animal in the comments section of the online booking process. Additional pet fees are determined on a case by case basis.
If an animal is seen in the unit by one of our staff during your stay and it has not been approved you will be asked to leave immediately and no refund will be given. If residue of an animal is found during our inspection following checkout you will be assessed a minimum $350 cleaning charge.
All properties are thoroughly inspected by our staff prior to your arrival. Following your scheduled departure our staff will complete a thorough check of the unit for any damage, theft and/or abnormal wear and tear. Guests are liable for any and all damages to the property, furnishings, equipment and household items within the unit that occurred during their stay whether it is caused by the guest, pet(s), or any invitee of the guest. Please report any problems with your unit or damages found immediately to our office. Please do not remove any items from your unit. All properties are non-smoking! If during your stay anyone smokes inside the unit, a $300.00 cleaning fee plus reimbursement for any damages will be charged to your credit card.
Any damages, phone charges, mailed guest items, etc. will be charged against the credit card on file or against the security deposit held.
The guest acknowledges that they will be respectful of other tenants in the building where the unit is located, and will obey posted signs and rules on the property premises. If the guest or anyone in the guest’s party causes a disturbance or nuisance at the premises, such that local law enforcement is contacted, then the guest may be required to vacate the premises IMMEDIATELY, at the discretion of Mammoth Five Star Lodging management. If Mammoth Five Star Lodging is contacted directly and receives complaint of a disturbance or nuisance at the premises, our staff will contact the guest and request that the guest mitigate the said disturbance or nuisance. If our staff continues to receive complaints or receives complaints from multiple parties concerning a disturbance or nuisance at the unit, we may contact local law enforcement and have the guest(s) removed from the unit. Any removal due to a nuisance or disturbance at the unit will result in a forfeiture of the entire amount of the reservation, and loss of use of the unit.
When reservations are taken, Mammoth Five Star Lodging strictly follows the transient occupancy law adopted by the town of Mammoth Lakes. Exceeding maximum occupancy for a rental unit constitutes defrauding an innkeeper under California Penal Code and such fraud is punishable by a fine of up to $1,000.00 or imprisonment for up to 3 years In addition, you may be required to vacate the premises immediately and you will NOT receive a refund on your booking.
A maximum of 2 cars are permitted per unit (unless otherwise stated). There are some properties that only allow one car per unit (i.e. the Village at Mammoth). Please check the unit description for these details or check with our office if you need to make arrangements for additional parking.
No motor homes or large trailers are allowed at our properties.
We are not able to guarantee all common area facilities/amenities will be in working order (i.e. pools, spas, saunas, etc.) and refunds will not be given in association with these facilities/amenities.
You must be at least 21 years of age to rent a unit from Mammoth Five Star Lodging.
Certain amenities provided in units rely on technology or outside service which includes a possibility of failure. We cannot guarantee that fireplaces, internet connections, televisions and appliances will function 100% of the time. Refunds will not be given in association with non-working features or amenities; however we will make every effort to correct problems when they arise.
Many units are located in a “lodge setting” (especially The Village at Mammoth) and are situated in busy public environments where noise or outside activity is beyond our control. If you prefer a quiet environment, please inquire with our reservations department about the properties which offer the best location for your stay. Refunds will not be given in association with noise complaints under any circumstances.
We are not responsible for lost or stolen articles, or items left in units after your departure. We will make every effort to find and return your articles. These items will be returned at the guest’s expense.
The owners of your unit may have installed a phone for your convenience. You have access to free local calling in the 934, 924, and 935 exchanges. Please note that to make a phone call it is necessary to dial a “1” and the area code of “760”, just as you would to make a long distance call. Long distance calling is NOT provided.
Please DO NOT use liquid dish soap in the dishwasher. Liquid soap will cause the dishwasher to flood the kitchen floor. Please use the dishwasher detergent packages provided. Also, please refrain from opening the dishwasher while it is running.
Winter Heating: When leaving the unit for extended period of time, please turn down the thermostat to 50 degrees. During extremely cold temperatures take care not to turn the heater off completely, as this could result in frozen pipes and considerable damage. Never place anything on or near the heaters, especially baseboard heaters, as this has the potential to start a fire. Upon departure please turn the heat down to 50 degrees.
Summer Heating/Air Conditioning: Upon departure in the summer months please turn the heat off completely. The weather in Mammoth is considered a mountain temperate climate. Most housing in Mammoth is not air conditioned, and it is generally not necessary during the summer season. Some units are equipped with fans.
CHECK OUT PROCEDURES:
Each unit has a binder in the unit that states the check-out procedures on Page #3, each unit has different check out procedures to follow , if one does not follow the states check out procedures listed in the binder they will be charged a fine as stipulated on page #3 of the binder inside the unit.
LIMITATION OF LIABILITY AND INDEMNITY
Mammoth Five Star Lodging, its employees, contractors and assigns (together MFSL) is not the owner of the unit/property you are renting. MFSL acts only as a sales/booking agent for the private property owners. Except for MFSL’s or its representatives own negligence or willful misconduct, you agree that MFSL, its agents heirs and assigns, should, to the fullest extent permitted by law, be protected from any and all loss, injury, damage, claim, lawsuit, cost, expense, attorneys’ fees, litigation costs, or any other cost arising out of or in any way related to the occupation of the rental unit. Further, the resort area of Mammoth Lakes offers a number of outdoor activities including skiing and snowboarding, which include inherent hazards, especially potential slip and fall accidents due to wet floors, and equipment. Renters are responsible for properly stowing their sports equipment and for ensuring a safe, dry environment while in the units.
PROPERTY MANAGEMENT TERMS AND CONDITIONS
Last Updated: September 15, 2021
These terms and conditions (“Terms of Service”) govern the provision of property management services by Five Star Lodging, Inc. and its associated brands and websites, including terms of service for “Mammoth Five Star Lodging”, “FiveStarLodging.com”, “StayinMammoth.com”, and “Getaway2Mammoth.com”. They are incorporated by reference into the property management agreement (the “Agreement”) signed during onboarding, as detailed in sections 4, 4.1, and 4.2 of your management contract:
“4. POLICY CHANGES/FUTURE TERMS CHANGES.
The rapidly evolving Vacation Rental industry is affected by continuous shifts in government regulations, traveler expectations, emerging technology and global economics. This necessitates FSL to periodically adapt and modify processes, pricing, products, and services.
4.2. Future Terms Modifications.
AGENT reserves the right to modify these Terms at any time in accordance with this provision. If we make changes to these Terms, we will post the revised Terms on our website and update the “Last Updated” date at the top of these Terms. We will also provide you with notice of the modifications by email at least thirty (30) days before the date they become effective. If you disagree with the revised Terms, you may terminate this Agreement under the current Terms. We will inform you about your right to terminate the Agreement in the notification email. If you do not terminate your Agreement before the date the revised Terms become effective, your continued access to or use of AGENT’S services will constitute acceptance of the revised Terms.”
All programs include:
Listing on ALL Major Sites (AirBnB, VRBO/Homeaway, Expedia, Booking.com, Hotels.com, Flipkey, Travelocity, etc.)
Dynamic Pricing Engine
Guest calls (pre-booking)
Reservation support calls (post-booking)
In-house Professional Housekeeping Team
Quality Control Check BEFORE EVERY GUEST ARRIVAL*
Guest Paid Cleaning Fees
Bath/Kitchen Supplies Provided
Supplies Cost Included in Guest Paid Cleaning Fee
24-7 Industry Leading Guest Automation
Automated Early Check-in/Late Check-out Response
Automated Lost Item Retrieval/Shipping
Automated Animal Mgmt. (Service Animals/Pet Exceptions)
Emergency/Problem Guest Resolution
24/7 Guest Support
Late Night Emergency MonitoringLate Night Guest Arrival Support
Late Night Problem Management
Professional Collection/Payment of TOT Taxes
Secure Escrow of Guest Deposit Funds
PCI-Compliant Card Transactions (Amex/Visa/MC/Discover)
Cloud Accessible Reservation Calendar
Cloud Accessible Accounting
Maintenance Rate: $90/h (half hour minimum)
Housekeeping Rate: $55/hour (for hourly cleaning, such as deep cleans)
Administrative Rate: $45/hour
*Inspection records are internal and available for owner review upon request.
1.1 Concierge© All-Inclusive Elite Property Management Plan (“30% Plan”)
The 30% Plan includes the following additional services and features:
Priority application acceptance and unit onboarding.
Sales Commission: 30% of rent revenue.
Monthly Fee: N/A
One-time Onboarding Fee: N/A
Priority Response Times: 0-24 Hrs
Custom Pricing w/Owner Consultation
Hands On Sales and Marketing Support
Concierge Booking for Owner/Non-paying Guest of Owner stays. (Live telephone & email support.)
Owners Concierge Services (admin fees waived for most owner requests.)
Detailed Owner Preferences On Arrival Checklist
Detailed, Written Maintenance Inspection on EVERY DEPARTURE*
GUEST DAMAGE GUARANTEE on all paid stays
Owner Cloud Training
Interior Design/Renovation Assistance
Initial Photography included (no charge).
Photographic Reshoot as required (no charge).
*Inspection records are internal and available for owner review upon request.
1.2 Professional Property Management Plan (“20% Plan”)
The 20% Plan includes the following services and features:
Secondary application acceptance and unit onboarding.
Sales Commission: 20% of rent revenue.
Monthly Fee: $75/month
One-time Onboarding Fee: $499
Detailed, Monthly Written Maintenance Inspection*
Response Times: 24-48 hours
Owner/Non-paying Guest of Owner Booking Assistance: Email Only
Self Service Onboarding
Owner Cloud Self Service Training
Initial Photography included (no charge)
Photographic Reshoot Available (third party fee)
*Inspection records are internal and available for owner review upon request.