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Conditions générales & informations

Version: 1.0 / 4 May 2016

General terms of sales and shipping, terms of use for GuestLee website, newsletter and legal notice.

GuestLee Sàrl

Avenue des Alpes 98
1820 Montreux
IDE: CHE‑191.185.856
CH-ID: CH55011686762
OFRC-ID: 1271884

A service designed for you

Our mission is to provide priceless memories for groups of friends and families. We’re not just a property manager or a vacation rental marketplace. We’re a hospitality company. And that makes all the difference. From ensuring the consistency of our cleaning & maintenance services and offering 24/7 guest services wherever you stay, to meticulously hand-picking all of our homes so that each and every one meets our high-quality standards, we’re focused on what truly matters: creating unforgettable moments for you and your loved ones.

How old do I need to be to reserve a home ?

In order to reserve one of our vacation homes everyone who is traveling must be at least 21 years old or accompanied by a parent or legal guardian. In some areas, the age requirement may be higher. Please give us a call at 0041 22 575 35 13 for more information.

Do infants count toward the maximum occupancy ?

Generally, children under the age of 2 do not count toward the maximum occupancy.

Can I bring more people than the maximum allowed listed ?

Maximum occupancy does not only refer to the number a home can sleep, this is also the number of people allowed in the home at any given time. It is determined by the licensing authority based on the number of exits in the home and fire safety evacuation plan. Please abide by the maximum occupancy number for the home at all times.

I tried to book a reservation but it gave me an error. How do I know my reservation is secured ?

When booking online, if you hit the submit button more than once this will result in you receiving an error message that says either your dates are unavailable or that you already have a reservation. Typically the reservation goes through, but you are welcome to call us at 0041225753513 to confirm.

Can I get a breakdown of the total cost ?

The rental quote includes all lodging, taxes, and fees. The breakdown of the total cost is in the green box on the website if you book the reservation online at Simply click the green box to get the breakdown.

What is GuestLee cancellation policy ?

Our cancellation policy will be according to the selected property and the season as well. You may cancel free of charge within the first 24 hours of making the reservation. Once this period has expired our cancellation policy will be between 1 week and 4 months free of charge before the arrival depending on the property. 

What is the pet policy ?

Pets are permitted in selected homes, depending on owner preferences. Some owners may have pet allergies and we ask that you only bring your pets into pet-friendly homes. The standard fee is $10 per pet, per night, with a minimum rate of $40 per reservation. The pet maximum and fee may vary by unit and will be listed on the home’s webpage.

Do you have any homes without a two night minimum stay ?

Most of our homes have at least a two night minimum stay. We do have some condos and studios that allow for a one night stay and they should appear when searching for your dates.

Do you take partial payments or must I pay in full upon booking ?

All reservations under $15’000 must be paid in full at the time of booking. Reservations over $15’000 but within 60 days of check-in must be paid in full at the time of booking. Reservations over $50’000 with partial payments and more than 60 days out must be paid in full 30 days before the start date of the reservation.

Do you allow weddings in your homes ?

Some of our homes are perfect for weddings with the owner’s approval. Depending on the home, there may be additional fees, parking restrictions and guest count maximums. Please call us at 0041225753513 for more details.

How can I modify my reservation, and are there any fees associated with that ?

Please call us at 0041225753513 to help you modify your reservation. There could be additional fees depending on the change occurring, but we will walk you through everything before finalizing it.

Do you have monthly rates for your homes ?

Yes, we are happy to accommodate months stays.

Would I be able to modify my reservation and change it to the new unit ?

It is possible to switch homes as long as the change is made more than 30 days prior to the reservation. If the modification results in a higher rental rate guests are responsible for paying the difference. Reservations can be modified without penalty up to 24 hours from making the reservation.

Would I need to sign a rental contract for renting a vacation rental ?

By booking a reservation, guests acknowledge and agree to abide by GuestLee’s rental policies. Some of our homes will require you to sign a reservation contract agreeing to policies that are specific to that home. We ask that you review and sign the contract and return it to us via email or fax.

How do I go about booking a vacation as a gift for a friend ?

You can book and pay for a reservation for another person. However, you must ensure that the name and all contact information listed on the reservation, including the email address, are for the person that will be staying in the home.

Q: What is the difference between a hotel and a vacation rental ?

All of our vacation rentals are owned by private home-owners and can be preferable to hotels for a number of reasons. They are typically more comfortable, offer kitchens for preparing meals and are more accommodating to those traveling with children and/or pets. Vacation rentals also offer a wider variety of accommodations which enables them to fit any vacation need, be that a mountain home for 25 or a beach cottage for 2.

How do I pay for a reservation ?

We accept the following credit cards: Visa, Mastercard, American Express.

Is smoking allowed in the home ?

Smoking is prohibited on the rented premises.

Does the home come with linens and towels, or do I need to bring my own ?

The home will be equipped with all the hotel necessities. All the beds will be made with fresh linens and bath towels will be provided.

What items can I expect to find in the home ?

Please see the features and amenities section of the home listing. GuestLee also provides a few items to get you started, including: soap, paper towels, coffee filters, carpet spot cleaner, toilet paper, laundry detergent, fabric softener, dishwashing liquid, dishwasher pacs/pods, dish brush, kitchen trash bags, and small trash can liners. If there is something specific that you require, please let us know.

What cable package does the home have? Will we be able to watch the game?

Rental properties are individually owned and each home will have a different cable vs streaming option. GuestLee cannot guarantee Television service or TV Channel availability.

If I want to order a movie, or a game can I do so and have it charged to my credit card on file ?

Our homes generally do not provide any sort of pay-per-view service.

How do I obtain the keys ?

We are always present in every home to welcome you and answer all your questions. If an emergency occurs we will e-mail check-in instructions 7 days prior to your stay including driving directions and the code to the lock box or electronic deadbolt.

Can I not pay the cleaning fee if I clean the home myself, rather than using your cleaning services ?

No. Guests are not allowed to clean after their own stay. Our housekeepers meet very strict guidelines and are required to clean the home after each guest vacates.

We've run out of toilet paper. Can you bring us some more ?

GuestLee provides a starter kit of supplies. If you think you will need more than it is provided please let us know.

We can't find any paper towels or dishwashing detergent. Can you bring us some ?

Please check in all cabinets (under the sink, above the refrigerator) and if you cannot find what you are looking for, we will gladly reimburse you for picking some up. The same goes for the following items: shampoo, conditioner, soap, paper towels, coffee filters, carpet spot cleaner, toilet paper, laundry detergent, fabric softener, dishwashing liquid, dishwasher pacs/pods, dish brush, kitchen trash bags, small trash can liners, and propane for the grill.

We can't get the fireplace/internet/hot tub/etc. working. Are there instructions in the house ?

You should have received an email from us with check-in instructions that includes a link to a digital guest binder. With your reservation number, you will have access to all your house instructions. However, if no instructions are found or if you need further assistance please contact one of our Customer Service Agents at 0041786161989

I am allergic to pet dander and other smells, but I want to stay in a pet friendly home. Is there any way to ensure that I won't be bothered by them for my stay ?

All our homes are thoroughly cleaned after each stay. However, we are unable to guarantee that you will not have a reaction to a home that has been regularly occupied by pets.

What are the check-out procedures ?

Our Check-out time is at 10 AM. Please let us know if you will require a late check-out and we will do our best to grant your request. (Additional fees may apply)

Do I have to check in by a certain time ?

Our Check-in time is from 4 PM and guests can arrive any time after. Early check ins could be available depending on our availability. We kindly ask you to inform us 3 days prior to your arrival in case you will require an early check-in and our Team will assist you with this. For arrivals after 10 PM please let us know as well 3 days prior to arrival.

Do you allow early check-ins ?

Early check ins could be available depending on our availability. We kindly ask you to inform us 3 days prior to your arrival in case you will require an early check-in and our Team will assist you with this.

Can I get a late check out ?

Late check-out is available if we do not have another reservation that night. There is a fee (plus taxes) associated. The fee varies from house to house. We can tell you if a late check-out is available three days before check-in. If you pay for late check-out you will have the home until 6pm the day you check-out.

What is your lost and found policy ?

We will return your lost item to you if you call us within two weeks of your departure date. We do charge a $25 fee, plus shipping to cover the cost of labor, drive time, and postal fees. Any items not claimed within two weeks will be donated to a local charity.