These Guest Terms of Service (“Guest Terms”) supplement the general Terms of Service and apply specifically to Users who book accommodations on BowTel (“Guests”).
6.1 Booking Confirmation and Payment
6.1.1 Booking Confirmation
A booking is confirmed when:
- For instant-book listings — Upon successful payment authorization;
- For request-to-book listings — When the Host approves your booking request and payment is successfully authorized.
You will receive a booking confirmation email with details of your reservation. The booking confirmation, combined with the Host’s listing details and house rules, forms the agreement between you and the Host.
6.1.2 Payment Terms
- Standard stays (fewer than 28 nights): Full payment is charged at booking confirmation.
- Long-term stays (28 nights or more): The first monthly installment is charged at booking confirmation. Subsequent installments are charged monthly. Failure to pay an installment may result in booking cancellation.
- Your total includes: Nightly rate, cleaning fee (if applicable), BowTel guest service fee, payment processing fee, and applicable taxes.
6.1.3 Payment Disputes
If you believe a charge is incorrect, please contact us first at zenith@bowtel.vacations within 30 days of the charge. We aim to resolve most disputes quickly through Platform support — usually faster than going through your card issuer — and a direct refund avoids the lag while a chargeback is investigated.
You retain all rights to dispute charges through your card issuer. If you initiate a chargeback, BowTel may provide your booking record, communications, and payment evidence to your bank or card network as part of their investigation, and we may pause access to the disputed booking and any associated services until the chargeback is resolved. Amounts ultimately determined to be owed (for example, where the chargeback is decided against you) remain payable to BowTel or the Host as applicable. We do not close, suspend, or downgrade accounts as a penalty for initiating a chargeback in good faith.
6.2 Check-In and Check-Out
6.2.1 Check-In
- Check-in instructions are provided by the Host via the Platform, typically 24-48 hours before arrival;
- Guests must arrive within the check-in window specified in the listing;
- Late check-in may require coordination with the Host through Platform messaging;
- Government-issued identification may be required at check-in as permitted by law.
6.2.2 Check-Out
- Guests must vacate the property by the check-out time specified in the listing;
- Guests should leave the property in a reasonably clean and tidy condition;
- All keys, access devices, and remotes must be returned or secured as instructed by the Host;
- Late check-out without Host approval may result in additional charges.
6.3 Property Care and Damage
6.3.1 Guest Responsibility
Guests are responsible for:
- Treating the property and its contents with reasonable care;
- Reporting any pre-existing damage upon arrival;
- Reporting any damage that occurs during the stay promptly to the Host via Platform messaging;
- Not making any alterations to the property;
- Complying with all house rules.
6.3.2 Damage Liability
Guests are liable for damage to the property or its contents caused by the Guest, their invitees, their pets (where pets are permitted), or their service animals beyond normal wear and tear. The Host may claim against the security deposit or pursue additional compensation through BowTel’s dispute resolution process.
6.3.3 Service Animals
Service animals are not pets. Under Canadian human-rights law, guests travelling with a service animal are welcome at every BowTel listing — including listings whose house rules state “No pets.” Hosts may not charge a pet fee or additional cleaning fee for a service animal, and may not refuse a booking on the basis of allergies or fear of animals (a documented medical exemption is required and must be obtained through BowTel support before refusal).
Guests travelling with a service animal are asked to mention this to the Host through the booking message thread so the Host can plan accordingly. The animal must be housebroken and under the handler’s control, and must remain with the handler at all times — it cannot be left alone in the rental.
6.4 Security Deposits
6.4.1 How Security Deposits Work
- If a listing includes a security deposit, an authorization hold is placed on your payment method at the time of booking;
- The hold is not charged unless the Host files a damage claim;
- If no claim is filed within the claim period after checkout, the hold is automatically released;
- If a claim is filed, BowTel will review the claim and notify you before any charge is processed;
- You will have the opportunity to respond to the claim before a determination is made.
See the Security Deposit Policy for full details.
6.5 House Rules
6.5.1 Compliance
Guests must comply with the house rules set by the Host for each listing. House rules are displayed on the listing page and included in the booking confirmation. Common house rules may include:
- Quiet hours;
- No smoking;
- No pets (unless specifically allowed);
- No parties or events;
- Maximum occupancy limits;
- Garbage disposal procedures;
- Parking instructions.
6.5.2 Violations
Violation of house rules may result in:
- Immediate eviction without refund (for serious violations);
- Forfeiture of security deposit;
- Negative review from the Host;
- Account suspension or termination.
6.6 Reviews
6.6.1 Leaving Reviews
After checkout, both Guests and Hosts are invited to leave reviews. Reviews are an important part of the BowTel community.
6.6.2 Blind Review Period
BowTel uses a blind review system. During the review period (14 days after checkout):
- Neither party can see the other’s review until both have submitted theirs, or the review period ends;
- This encourages honest, unbiased feedback.
6.6.3 Review Guidelines
Reviews must comply with the Content Policy. Reviews must be:
- Based on the Guest’s actual experience during the stay;
- Honest and fair;
- Free from discriminatory, threatening, or obscene content;
- Not used as leverage for refunds or other concessions.
6.7 Trust Tier System
BowTel may implement a trust tier system that rewards responsible Guests with benefits such as:
- Enhanced visibility to Hosts;
- Priority booking for high-demand listings;
- Streamlined verification for repeat bookings.
Trust tiers are based on factors including booking history, reviews received, account verification level, and compliance with Platform policies. Trust tier details will be communicated through the Platform as they become available.