Effective Date: February 1, 2024
By booking an Ember Stays property, you agree to the following:
Ember Stays is perfect for those...
Ember Stays is ideal for adventure seekers, new experience enthusiasts, and technology aficionados. Our properties are located in the most inspirational settings. Please make sure to read our policies and each home's description carefully to ensure that Ember Stays and the property you are booking align with your needs and preferences. Our Concierge is always available via text to answer any questions you might have.
Properties generally require a minimum 2-night stay. Some properties require a 3+ night minimum. We accept 1-night bookings only if they fill a gap between existing bookings, which are arranged automatically on the website in those cases.
Ember Stay's Refund Protection Plan lets you book worry-free, with built-in flexibility if plans change. Guests who add this will receive refund and rescheduling options that are not available to guests who decline it. See below for specific details.
What Refund Protection Includes:
If you cancel inside the 15-day or 45-day window, refunds are no longer available, but you will get Ember credits in an amount equal to the full value of your trip.
For more details about Ember credits, check out the "Credits Policy" below.
If you choose not to purchase, your reservation is non-refundable. No refunds of any kind will be issued unless Ember Stays is notified within 24 hours of the original booking. After that 24-hour window, any cancellation, for any reason, at any time will result in the loss of all payments made.
By booking, you acknowledge that Ember Stays only offers refunds and credits as described above.
AirBnB, VRBO, and other 3rd-party booking platforms have different cancellation policies. Please contact those booking companies regarding any reservation made outside EmberStays.com.
Credits may be used on any future stay and must be used at the specific property you cancelled. If the specific property is no longer available on EmberStays.com, the credits may be used on any property on EmberStays.com
We allow you to re-sell or gift your dates if you have a colleague or friend who can use them. In this case, just let our Concierge know their name and email.
Credits cannot be applied to past or already booked stays. Credits cannot be applied to a trip that was cancelled then re-booked for the same dates. Credits are non-transferable to cash and non-refundable and must be used during the checkout process within the Ember Stays ecosystem.
Unused credits expire 12 months from the date you cancelled the reservation.
Discounts and promotions can only be applied during the check out process within the Ember Stays ecosystem. Discounts and promotions cannot be applied to past stays or stays already booked. Promotions cannot be applied to a trip that was cancelled then re-booked for the same dates. Promotions cannot be transferred to credits or cash.
Ember Stays is not liable for weather conditions, personal emergencies, or schedule changes.
Some Ember Stays properties are not pet-friendly. In homes where pets are permitted, we welcome guests' furry companions but have guidelines and a pet fee to protect our luxury furnishings and linens. Adhering to our "Good Neighbor Policy," please keep pets leashed outdoors and clean up after them. Pets are strictly barred from beds, indoor/outdoor furniture, or spa and pool facilities. Unattended pets must be crated. Pet owners are liable for any damage and will be charged accordingly. A $350 per pet fee applies at checkout for additional cleaning after a pet stay. This fee does not cover damage from breaching pet policy rules.
By booking, you agree to our no smoking or vaping policy inside any Ember Stays property.
Report any damages upon arrival to your Concierge. Guests are responsible for damages to the home, furnishings, or equipment during their stay. Use of gym equipment, pools, hot tubs, saunas, and all amenities is at your own risk. Guests are solely responsible for their party's safety, including supervising children on the property and during swimming. All activities are undertaken at your own risk, with responsibility for adhering to local laws and safety.
A refundable security deposit of $500 will be authorized to the card on file on the day before checkout.
A required, non-refundable Accidental Damage Waiver fee is added to each direct reservation. The amount varies based on the size and characteristics of the home, and is included in the total price shown for your stay before you book.
This fee is in addition to the $500 refundable security deposit described above. The Accidental Damage Waiver does not replace the security deposit, and the security deposit is still authorized to the card on file the day before checkout.
The Accidental Damage Waiver is not insurance and is not a refundable security deposit. It waives the registered guest’s financial responsibility for up to $1,500 in qualifying accidental damage to the rental property or its contents during the reservation. The $1,500 limit is the maximum aggregate waiver benefit for the entire stay, regardless of the number of incidents.
Qualifying accidental damage is applied against the waiver first. Ember Stays will not charge your security deposit for accidental damage that qualifies for the waiver and falls within the $1,500 limit. The security deposit remains available for amounts the waiver does not cover, including excluded damage, unreported damage, missing property, excessive cleaning, and any qualifying accidental damage above $1,500.
To qualify, damage must be accidental, caused by the registered guest or an authorized member of the reservation party, and reported to Ember Stays as soon as reasonably possible and no later than checkout. Guests must provide photographs, a description of the incident, and any additional information reasonably requested by Ember Stays.
Reporting damage before checkout does not replace the arrival inspection described above. Guests should still report any pre-existing damage to their Concierge upon arrival so it is not attributed to their stay.
The waiver does not apply to:
Guests remain financially responsible for excluded damage, unreported damage, missing property, excessive cleaning, and qualifying accidental damage exceeding the $1,500 limit. Ember Stays may charge the payment method on file for these amounts as permitted by the rental agreement and applicable law.
Open flames, including candles, are prohibited, except for birthday candles on a cake or fire in a designated fire pit or fireplace provided by Ember Stays.
Check-in is available after 4:00 pm, and check-out is before 11:00 am. To maintain Ember Stays cleaning standards for the next guest, early check-in or late check-out can be accommodated on a case by case basis.
The minimum age to book an Ember Stays property is 21.
Any events or professional projects must be pre-approved by Concierge. Event bookings require a deposit, specific event rates, and a contract. For arrangements, email hello@emberstays.com.
If these Booking Policies conflict with any other policies, including the Terms of Service, these Booking Policies will control.
By booking, you agree if law enforcement, fire, or security personnel visit the Ember Stays home during your stay, the aforementioned and Ember Stays have the right to have you and anyone staying with you vacate the Ember Stays home with no credits or refund should there be any breach of our policies or the law.
By booking an Ember Stays property, you agree to the rules listed above.