Policies

Policies

Check-In

Check–in time is after 4:00 p.m. Please note, due to the nature of vacation rentals, cleaning services can require additional time. Residences are not always available at the earliest listed check-in time, especially during peak seasons. We will contact you as soon as your vacation rental is ready for check-in.

Check-Out

Check-out time for all vacation properties is 10:00 a.m. Any request for late check-out must be approved by one of our team members within 24 hours of departure (only when that particular home is available and a fee may apply). Sorry, late check-outs are not available during Peak & Holiday periods.

Office Locations

Sooke: 6971 West Coast Road, Sooke, BC
Office Hours are: Daily 9:00 a.m. – 5:00 p.m.

Radium Hot Springs: #2-7517 Main Street West, Radium Hot Springs, BC
Office Hours are: Monday – Friday 9:00 a.m. – 5:00 p.m.

Arrivals have access to the property through the keyless front door access system installed at most homes, or through the wall-mounted lockbox (holding keys) which is visibly located near the front door of the vacation home.

Group Reservations

Groups reserving vacation properties, which meet specific booking requirements, may contact us directly for all the details of group bookings.

Deposits and Fees

A 50% deposit for the reservation is due at the time of booking. The balance is due and payable 7-days prior to arrival. Bookings made within 7-days of arrival will be charged the full cost of the stay in order to confirm the reservation.

A cleaning fee specific to the vacation home you reserve will be charged upon reservation and included in your quote.

Taxes

Taxes are different in each BC community we are located in, GST, PST and municipal hotel occupancy tax (where applicable) will be collected on all rentals.

Refunds and Cancellations

Changes in reservations received by True Key Vacations 7-days or less prior to the arrival date are subject to an additional $100 processing fee.

Cancellations received by True Key Vacations 7-days or less prior to the arrival date will be subject to a 50% non-refundable deposit.

Parking

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.

Smoking

All residences are designated NON-SMOKING. Should indoor smoking be detected by the management company, a $250 fine will be charged to the guest’s credit card.

Pets

Pets are only allowed in a few True Key Vacation properties. These are marked as ‘pet friendly’ under the amenities of the vacation rental properties on our booking website. Should a pet be found in any non-pet-friendly home, a $500 fine will be charged to the guest’s credit card. Please see pet policies at the bottom of this page.

Housekeeping

There is no daily housekeeping service. While linens and bath towels are included in the unit, daily maid service is not included in the rental rate. Housekeeping and property checks are conducted upon check out.

Lock-Out Charge

Should you be locked out of your rental residence during office hours, we will make every effort to provide you with a spare key at no charge. However, an after office-hours lock-out will result in a $125 charge.

Guest Services and Attractions

Our team can assist with local area directions, dinner reservations and recommendations, area attractions and much more. Please see our concierge page for more info.

Substitutions

Management strives to comply with all reservation requests for specific vacation properties. However, due to changes in residence ownership, unforeseen mechanical problems, or any other circumstances, we cannot always guarantee a specific vacation rental property. We reserve the right to change assignments or cancel reservations without notice or liability should a residence become unavailable.

Age

We have a minimum age of at least 25 years old to rent a vacation property.

Behaviour

Loud or unusual behaviour is strictly prohibited. Management reserves the right to evict, without refund and without notice any person who creates a disturbance or becomes a nuisance. Violation of any vacation property rules will result in immediate eviction and forfeiture of rent and deposit.

Entry of Premises

An authorized employee or repairman may enter premises during regular business hours for any purpose connected with the repair, improvement, care and management of the premises.

Liability

True Key Vacations is excluded from liability for personal bodily injury in any of our vacation properties, while in transit to, or while on the property.
All of the units are privately owned; the owners are not responsible for any accidents, injuries or illness that occurs while on the premises or its facilities. The Homeowners are not responsible for the loss of personal belongings or valuables of the guest. By accepting this reservation, it is agreed that all guests are expressly assuming the risk of any harm arising from their use of the premises or others whom they invite to use the premise.

Property Damages

The guest will pay for all damage incurred while the guest is staying in the property, even if the offender is being hosted by the guest.

Reporting Damages

The guest must report promptly any loss or damage to the unit or its contents to the True Key Vacations team by calling 1-250-347-2992.

Pet Policies:
• Pet Fee: $25/night per pet (plus applicable taxes) – some properties will have a maximum number of pets allowed, please ask us for availability if you have more than 1 pet

• All pets must comply with the following specifications (documentation from an accredited veterinarian must be provided by Guest upon request):
a. May not exceed 50 lbs.
b. Must be at least 1 year(s) of age or older.
c. Must be spayed or neutered.
d. 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.