Terms & Conditions
GUEST EXPECTATION
On average, our guests have just 10 days of paid vacation per year, so we’re delighted that you’ve chosen to spend that valuable time with us! Before you embark on a well-deserved vacation, we wanted to highlight a few things:
WHAT CAN YOU EXPECT FROM US?
Enjoy clean, tastefully decorated apartments and houses that resemble the images. Fully equipped properties that anticipate your needs. If we are missing something essential, feel free to let us know and we will take care of it. We check all of our appliances regularly, but we can’t predict when a microwave will suddenly stop working; just give us a call and we will be there as soon as we can.
We are a responsive, no-nonsense team who genuinely understand and care about our guests.
Recently, we started working with our brand new app: HOSPY!
In it, you can obtain your arrival instructions, contact your private host, pay the Security Deposit and request early arrivals, late departures or additional services such as Cleaning, Transfer, Tour Guide or even tokens for the Laundry. Your instructions will be shown there, one hour before your established Check In time.
You can find us from 8:00 am to 22:00 pm, 7 days a week at our Reservation Center: +54 9 11 6167 1254. If you arrive at an unconventional time, outside our opening hours, make sure you have registered in HOSPY sufficiently in advance to avoid delays or problems with your access.
WHAT IS EXPECTED FROM YOU?
1) Respect the neighborhood: Our houses and apartments are located in residential areas and it is very likely that your neighbors are not on vacation. We ask that noise be kept to a minimum, whether indoors or in the outdoor public areas of the property. Quiet hours are strictly enforced from 10pm to 8am and we ask that you carefully read the “Noise” section found in these regulations for further clarification.
2) Treat the house as if it were your own, leave it in good condition: We understand that accidents happen and we do not charge for minor damages, but we ask that you inform us so we can replace items in time for the next guest. In HOSPY, our brand new app, you will find a detail with the replacement values of all the items you own.
3) Check-in and Check-out at the agreed time. We operate a business on a tight schedule and a new guest like you often arrives the same day you check out. Please respect the agreed times. At HOSPY, you can pay for an early check-in or a late check-out by paying for each additional hour you require.
4) The maintenance of swimming pools, patios, gardens and insect control have an established schedule and it is necessary to respect it to keep the properties in excellent condition. These services cannot be rescheduled.
5) We do not receive combative guests who try to take advantage of us or disrespect our check-in, housekeeping or maintenance employees. If you tend to request discounts at hotels or restaurants, these may not be the properties for you.
CHECK OUT / CHECK IN TIMES
STUDIES – 12:00 AM / 15:00 PM
1 BEDROOM – 11:00 AM / 15:00 PM
2 BEDROOMS – 11:00 AM / 15:00 PM
3 AND 4 BEDROOMS – 10:00 AM / 15:00 PM
5 AND 6 BEDROOMS – 10:00 AM / 16:00 PM
Please note that if you do not check out at the established time, a fine of US$100 will be charged to the credit card on file.
Guests who do not comply with Check-in or Check-out times or who delay our cleaning staff will be responsible for the associated costs. Arriving before the specified time or leaving after the specified time without prior written approval is against our policies.
If the property is free before or after your reservation, we will let you know (at the last minute) so that you can enter before or stay beyond the initially agreed upon time. Also, you can choose to guarantee this, subject to availability, from HOSPY. Remember that Fliphaus is an intermediary company and we also owe it to our other clients: the property owners.
BOOKING RESTRICTIONS
The Guest making the reservation must be at least 18 years old or older and be present for the entire duration of the reservation. We do not accept reservations made by or for third parties.
ELECTRONIC FRAUD WITH CREDIT TARGET
To avoid possible electronic fraud, and as required by local regulation, a reservation whose holder does not match the name and surname of the document or passport provided at the time of registration at the Hospy will be considered illegitimate. Furthermore, the holder of the reservation must coincide with the holder of the Credit Card. Fliphaus can cancel the reservation by applying the corresponding Cancellation Policy (see Cancellation Policies) or require the guest to pay a sum equivalent to the Reservation + Guarantee Deposit, using the company’s preferred payment method. Accordingly, Fliphaus may choose to guarantee the reservation with this last payment, canceling the first payment and refunding the credit card used in the first payment.
SMOKE
Smoking is only allowed on the balconies. Guests are subject to a fine of $100 plus the cost of cleaning, deodorization, and damage repair if there is evidence of smoking inside the unit. Some properties are equipped with tobacco and marijuana detection devices.
NOISE
Properties are located in quiet, residential neighborhoods. Please respect our neighbors. Anyone who violates this rule will be subject to an initial fine of US$500, possible eviction in serious circumstances and no refund. Possible violations include, but are not limited to, the use of amplification devices (portable speakers, sound equipment, etc.), a general lack of decorum, shouting, excessive noise, and excessive occupancy of the rental property with unregistered or unauthorized guests. Our app is linked to Noiseaware, a decibel detection software. If we receive a notification, a fine will be automatically applied, without prior notice. Noise levels must be kept strictly below 50 dBA at all times. Guests must be aware of their noise levels at all times, quiet hours are strictly enforced from 10:00 pm to 8:00 am. Additionally, should noise complaints be issued, properties will be subject to possible inspections with or without prior notice to the guest. Guest understands that this may occur at any time during their stay if there is noise or reasonable suspicion of a party or any other violation of house rules, neighborhood rules, or city ordinances.
UNAUTHORIZED GUESTS
Any guest not on the reservation, whether overnight or temporary visitor, is strictly prohibited and considered an Unauthorized Guest. Guests other than the guests of the reservation are not allowed. Having unauthorized guests is a breach of contract, even if the total number of guests is below the maximum occupancy. All guests are the sole responsibility of the renter. Events, parties and gatherings of any type are strictly prohibited and will result in a US$1,000 fine and immediate eviction without refund.
PETS
Pets are always welcome unless otherwise stated in the listing. Up to two pets are allowed at each property per stay. Each pet must weigh less than 15 kg and the total weight of both pets must not exceed 30 kg. To ensure rooms are kept fresh and clean, we will require an additional non-refundable cleaning fee which varies depending on the size of the property. Contact us for breed restrictions. Please note that excessive barking is considered a violation of noise ordinances and may be subject to fines if it exceeds the decibels allowed on our properties.
DAMAGES
Guests are responsible for the cost of replacing lost keys, access cards, key fobs, or parking passes. Guests assume all responsibility for any damage, injury or loss that occurs on the premises and its premises. Guests must report any damage to the property to customer service. Undeclared damages will be deducted from the security deposit. In case of lost keys at night, the company is not responsible for finding an immediate solution, beyond providing a telephone number for a Locksmith, which must be fully resolved by the guest. This should include the cost of replacement keys and a new lock.
VIDEO CAMERA
FLIPHAUS properties can use video surveillance in public areas, as well as at the entrances and exits of houses and apartments. Surveillance is recorded but not controlled.
PAYMENT METHODS
For reservations paid directly through FLIPHAUS.com, the name on the credit card must be the name of the main guest on the reservation. If costs or damages, including but not limited to: additional cleaning fees, unauthorized pets, fines or fees, are discovered during or within a reasonable period of time after your stay, such amounts will be charged to your credit card on file. Cash and prepaid debit cards are not accepted.
POOLS AND JACUZZIS (IF APPLICABLE)
Only for properties containing pools and hot tubs: Pools and hot tubs are chemically maintained and cleaned regularly. All of our pools and hot tubs have been properly cleaned prior to your arrival. However, we sometimes experience strong tropical winds which can cause debris from palm trees and other vegetation to fall into the pool. A pool net is provided for your convenience and upon request we will do our best to contact a pool cleaner to return to the property.
LOST ITEMS AND MAIL
Consider that shipping costs are the responsibility of the traveler. We are not responsible for any lost items. Our team will do our best to locate your lost items after check-out. We do not allow mail or package deliveries during your stay.
CANCELLATION
If the property which is the subject of this agreement is not available for any reason, a suitable substitute property will be found, or all monies will be returned to the guest, without any further liability being placed on Management or the property owner.
COMMERCIAL EXPLOITATION OF THE PROPERTY
Any guest who wishes to use the property for commercial purposes (photos, videos, filming, etc.) must notify FLIPHAUS. Our team will inform you of the cost of the Special Commercial Rate, which is usually calculated by quoting the price of the nearest weekend (Friday or Saturday), with full occupancy. Failure to comply with this rule will imply an initial fine of US$ 1,000.
CANCELLATION POLICY
STRICT cancellation policy:
– If the guest cancels within 48 hours of booking and the cancellation occurs at least 14 days before check-in, they receive a full refund.
– If the guest cancels when there are 14 or more days left for check-in, but not within 48 hours of making the reservation, they receive the amount corresponding to 50% of all nights.
– If the guest cancels between 7 and 14 days before check-in, they receive the amount corresponding to 50% of all nights.
– If the guest cancels after that period, we will charge 100% of all nights.
Long Stay Cancellation Policy: This applies to all stays of 28 consecutive nights or more and overrides our Firm cancellation policy for those stays. If guests cancel a stay within 12 hours of booking and at least 28 days before check-in date, they receive a full refund. If you cancel after that period, we will charge 100% of the reservation amount.
CHANGES OF DATES
Changes of dates are not allowed to shorten your stay to less than 14 days from beginning the Reservation. Within that 14-day period, date changes will only be accepted to extend a stay, if the company decides to allow it.
VERIFICATION AND GUARANTEE DEPOSIT
When registering with HOSPY, you must verify your identity using a selfie and photos of your ID or passport. This is conditional for your income, since it is a Municipal regulation required by the Government.
Also, you must pay a Security Deposit that is charged in Dollars through HOSPY, or in pesos if you do it through Mercado Pago or transfer. If the property does not have any damage claims, HOSPY will automatically release payment between 10 and 14 days after Check Out. Deposit collection works in 7-day cycles, renewing automatically until the day of your departure. It is possible that your issuing bank reflects this as a duplicate expense but don’t worry, it is the same charge that has not yet been updated. If you have not received a claim or withholding notification from us, your refund will be automatic. Consider that said Deposit is never operated by Fliphaus; the time it takes for the refund to be reflected in your Credit Card statement may vary depending on the bank. Please do not insist by claiming it since this is something that is beyond us. If you have any questions, you can contact Superhog for a response to your request.
All guests acknowledge and agree to follow all house rules, neighborhood rules, and city laws and ordinances.