True Key Vacations FAQ & Policies

Check-in is after 4:00 p.m.. Because each home receives housekeeping services between guests, some arrivals may not be ready right at 4:00 p.m. — we’ll always notify you as soon as your rental is ready.

Check-out is by 10:00 a.m. Late check-out requests may be approved 24+ hours in advance when availability allows (fees may apply). Late check-outs are not available during peak and holiday periods.

You’ll receive keyless access instructions by email on your arrival day (typically by 4:00 p.m.). Most homes use a keyless front door system or a lockbox by the door.

A 50% deposit is due at the time you book. The remaining balance must be paid 7 days prior to arrival. Reservations made within 7 days of arrival are charged in full at booking.

Yes — a cleaning fee unique to your rental is included in your quote at reservation. Applicable taxes (GST, PST, and municipal occupancy tax) are also charged.

Cancel 14+ days before arrival and receive a full refund of your deposit. Cancellations within 14 days of arrival forfeit the 50% deposit. No refunds are provided for late arrivals, early departures, or no-shows.

Please note, some vacation rental properties will have a longer cancellation policy during peak times. Policies will show on the reservation listing when you reserve online.

Yes, but modifications within 14 days of arrival may incur a $100 processing fee.

In the unlikely event that your reserved vacation rental becomes unavailable due to circumstances beyond our control (such as an owner emergency, major maintenance issue, sale of property or force majeure), True Key Vacations will make every reasonable effort to offer a comparable or upgraded alternative, subject to availability.

If a suitable alternative cannot be provided, guests will receive a full refund of all amounts paid for the accommodation portion of their stay. This refund constitutes the full extent of our liability. True Key Vacations is not responsible for additional costs such as travel expenses, alternative accommodations, or incidental losses.

Management strives to comply with all reservation requests for specific vacation properties. However, due to circumstances beyond our control, True Key Vacations reserves the right to change vacation rental assignments or cancel reservations without notice or liability should a residence become unavailable. Examples of these, but are not limited to, changes of residence ownership, unforeseen mechanical problems, destruction of property, gas or sewer leaks, fire or any other damage to the property making it inhabitable or potentially inhabitable. True Key Vacations will do our best to make alternative arrangements. If the guest accepts the alternative accommodation, they also agree to re-locate back to the original property when it is deemed available by True Key Vacations. We will not be responsible for any other costs connected with any such cancellation howsoever arising.

Yes - we can certainly host group reservations. Groups reserving vacation properties may contact us directly for all the details of group bookings.

Yes - The number of available parking spaces will vary according to the vacation property. Many properties have restrictions for trucks, campers, boats, trailers, etc. Please note that even though garage size may be specified for each vacation home, these are not always available for parking your car inside. To avoid disappointment be sure to inform us of unique parking needs for RVS, boat trailers or other vehicles at time of booking.

Yes — all rentals are non-smoking. A $250 fee applies if indoor smoking is detected.

Pets are only allowed in pet-friendly homes, clearly marked on our listing. If a pet is found in a non-pet-friendly rental, a $500 fee will be charged.

All pets must comply with the following specifications (documentation from an accredited veterinarian must be provided by Guest upon request):

• • May not exceed 50 lbs.
  • Must be at least 1 year(s) of age or older.
  • Must be spayed or neutered.
  • Must be up-to-date on rabies vaccinations and all other vaccinations. Heartworm preventive is highly recommended.
• All pets must be leashed at all times.
• Guest is responsible for cleaning up any/all pet refuse.
• Excessive barking or causing disturbance to neighbours may result in fine or eviction.
• Pets are not allowed on furniture at any time. Any evidence of pets on furniture may incur extra cleaning fees.
• Pet must not cause damage to premises or furnishings. If damages are caused, the cost of the damage may be deducted from security deposit.
• Guest should prevent pets from producing excessive noise at a level that disturbs neighbors.
• Pet will not be left unattended for an undue length of time, either indoors or out. Pet will not be left unattended on balcony, patio, or porch.
• Homeowner assumes no responsibility for illness or injury that may incur to pets or humans while on the premises.
• The Guest shall be solely responsible for the pet while on the property.
• Please note that guests who bring pets into unauthorized vacation rental properties will face a charge of $500 to deep clean the accommodation following their stay.

No — daily housekeeping is not included. Linens and bath towels are provided, and housekeeping is conducted at check-out.

If the property does not have a coded lock, during office hours, we’ll provide a spare key at no charge. After hours, a $125 lock-out fee may apply.

Yes. Guests must be at least 25 years old to rent a vacation property.

Loud, disruptive, or nuisance behaviour is not tolerated. True Key Vacations may evict guests violating rules without refund. Violation of any vacation property rules will result in immediate eviction and forfeiture of rent and deposit.

Authorized personnel may enter during regular business hours for maintenance, repairs, or management needs. This will be communicationed to you prior to the maintnenance visit taking pace.

Guests are responsible for excessive damage, missing items, or damage caused by misuse, negligence, or violation of house rules during their stay. Guests must let the True Key Vacations team know of any of the above mentioned occurances by calling 250-347-2992.

Normal wear and tear — such as minor scuffs, small scratches, gently worn furnishings, or normal appliance aging — is expected in vacation rentals and will not result in charges.

Guests assume all risk for bodily injury, personal belongings, or valuables during their stay. Homeowners and True Key Vacations are not liable for accidents, injuries, or loss.