Booking a villa is very different from booking a regular hotel room, especially with regard to payments and cancellations. Please do not just tick the box to accept these terms and conditions (as we all typically do!) - do please read the following conditions carefully.
The Villa Guide (TVG) acts as an agent for villa owners and their representatives in promoting villas for rent and arranging bookings. Each time you confirm a booking through TVG, a rental contract is entered into between the Owner of your chosen villa or the Owner’s Representative, and you the customer (the person in whose name the booking is made). Each time you book a villa through TVG, you are deemed to have agreed to these conditions. The contract is not effective until required payment is received.
A non-refundable booking fee of USD 50 is payable to TVG for every confirmed booking.
When you make a booking request, you must make the appropriate deposit payment to TVG within 5 working days of availability confirmation. The following payment must be received by TVG before your reservation can be confirmed:
If the required deposit payment is not received within the 5 working day period, TVG reserves the right to void your booking request.
All payments must be made in US Dollars, unless otherwise agreed with TVG, and must be made in accordance with TVG’s payment instructions as set out in your booking confirmation.
The cost of electricity, mains water, cleaning and garden supplies, and local taxes are included in rental rates. There are generally no additional costs, surcharges, taxes, staff salaries, or management fees above the price quoted unless otherwise stated in the property description, your booking confirmation or reservation voucher. If the information in any of these is inconsistent, the most recently issued terms will prevail.
Typically telephone and internet charges and provisioning costs will be your responsibility. Gratuities for household staff are encouraged and normal, but are left entirely to your discretion.
Confirmation details, the rental address, contact details of the Owner or Owner’s Representative, transfer arrangements and directions to the property will be sent to you in a reservation voucher when full payment is received. This voucher, along with your passport, need to be presented upon arrival.
Arrival / Departure times
Typical check-out and check-in times are 12:00 noon and 3:00pm respectively unless stated otherwise. TVG will work with the Owner or Owner’s Representative to try to accommodate your actual arrival and departure times, subject to availability. Please do advise us of any changes to your schedule so every effort can be made to accommodate them.
A security deposit may be payable directly to the Owner or Owner’s Representative immediately upon arrival at the villa. The standard security deposit required for each villa is stated in the property description; however the Owner has the right to impose different requirements on a case by case basis. Access to the property may be refused if security deposit is not paid in full. When the security deposit is required to be paid in cash, or when a non-standard security deposit applies, TVG will inform you in advance of the amount payable and any other conditions.
Your security deposit will normally be refunded at the end of your rental period, after deducting:
Damage or Losses
A villa is typically someone’s home. Please treat the villa you rent accordingly, and leave the property and all its contents in good order and in an acceptably clean condition.
Any damage or losses caused during your stay, as well as any special cleaning requirements will be your responsibility and may be charged to your account and deducted from your security deposit. In cases of excessive or unacceptable loss or damage at any time during the period of your stay, the Owner or Owner’s Representative may require you to vacate the villa immediately, without compensation or refund.
The villa and its facilities are available for your full enjoyment during the period of your stay. However the Owner, Owner’s Representative, or other staff and contractors may need access to the property from time to time (e.g. for maintenance purposes to the house, garden, swimming pool, utilities and services, or for the purposes of providing additional services requested by you, etc.). You are required to give them reasonable access to the property for these purposes.
Number of Guests
The number of persons (adults and children) staying at the villa must not exceed the maximum number of sleeping places indicated in the booking confirmation and reservation voucher, unless specifically authorised in writing. Exceeding this number may invalidate any insurance policy on the property. Entry or access to the property may be refused or limited where the number of guests exceeds the stated requirement. No pets are allowed unless agreed in writing in advance.
Use of Villa
All bookings are assumed to be for normal holiday purposes only, and you agree that the use of the villa will be limited to this purpose unless otherwise confirmed in writing.
If you are planning to hold an event, such as a wedding or party, which involves having a larger number of people at the villa, or if you are planning to use the villa for a purpose other than holiday, please communicate this to TVG at the time of booking, as special approval or arrangements may be required. Depending on the nature of the event, a surcharge and/or additional security deposit may be required, which will be agreed and confirmed in writing prior to confirming the reservation. Note that some villas are in residential areas or estates, and some may be subject to rules and regulations regarding their use. Therefore, it may not always be possible to grant permission for certain uses or activities due to these or other reasons beyond the control of TVG and the Owner.
Conduct and Due Care
Villas are generally located in quiet residential neighbourhoods. You are asked to respect this, and ensure that all guests and visitors to the villa behave appropriately. Illegal or immoral activities including gambling, prostitution, prohibited drugs, possession or use of pyrotechnics or dangerous goods, and possession or use of firearms and other weapons are all strictly prohibited. Smoking is generally prohibited unless stated otherwise in the booking confirmation or reservation voucher.
The person making the reservation is held responsible for the behaviour of the guests staying at the villa, as well as visitors to the property during the period of your stay. Should any guest(s) or visitor(s) not behave in a suitable manner, the Owner or Owner’s Representative may, in their absolute discretion, require the guest(s) or visitor(s) to leave the premises and/or vacate the villa immediately, without compensation or refund.
In the interests of safety, due care should be taken at the villa at all times, especially with children. Suitable supervision should be given around pools, beaches and roads, and when using all villa facilities.
Valuables and Security
Any guest valuables or property left or used at the villa are at your own risk. Neither TVG nor the Owner or Owner’s Representative accepts any responsibility for loss of or damage to guest property. You are responsible for the villa during your occupancy, and must ensure that all windows and doors are locked securely when not on the premises. Any act or omission which may negate or prejudice the property’s insurance policy and/or results in loss or damage is your responsibility.
Once your booking is confirmed, the price of your reservation is fully guaranteed, even if TVG changes the price on its website after your booking has been confirmed. In return for this commitment, no refunds will be made for any exchange rate fluctuations that would otherwise reduce the rental cost.
TVG reserves the right to impose any taxes or other charges which may be implemented by any government or other regulatory body, which were unknown at the time of publishing. TVG will tell you promptly in the unlikely event that it becomes aware that any charges will apply to you.
If you wish to cancel a confirmed booking, written notice of cancellation must be sent to TVG. All cancellation notices received by TVG will be acknowledged in writing. It is strongly recommended that you purchase trip cancellation insurance.
In the event that you cancel a confirmed booking, the following penalties will generally apply:
The applicable penalty amount will be deducted from the amount of your deposit, and TVG will refund any remaining balance to you.
Please note that these cancellation terms apply for regular booking periods. Special cancellation terms may apply for peak/high seasons and will be stated in the property description, booking confirmation or reservation voucher. If the information in any of these is inconsistent, the most recently issued terms will prevail.
Once a booking confirmation is issued by TVG, a fee of USD 50 will apply to each amendment made. TVG will do it’s best to accommodate any reasonable amendments, but you should be aware that some changes may not be possible.
Any amendment which reduces the total rental amount may be treated as a partial cancellation and therefore will be subject to the cancellation fees stated in the previous section. If the amendment involves booking another property altogether, it will be treated as a cancellation of the original booking and the creation of a new one.
Please note that these amendment policies apply for regular booking periods. Special amendment terms may apply for peak/high seasons and will be stated in the property description, booking confirmation or reservation voucher. If the information in any of these is inconsistent, the most recently issued terms will prevail.
In the unlikely event that TVG is unable for any reason (including force majeure) to provide you with the property you have booked, TVG reserves the right to transfer you to an alternative property of the similar type and value, in consultation with you. If the price of the substituted property is less than the original booking, the difference will be reimbursed to you. If the price of the substituted property is higher than the original booking, the difference will be charged to you. If, however, no agreement can be reached between you and TVG, then either of us may opt to cancel the booking and this contract. In that event, TVG will refund you all monies paid, without further compensation.
Every attempt will be made for you to have an enjoyable stay. If you should have a problem during your stay, please inform the Owner or Owner’s Representative immediately who will endeavour to put things right. Should they not address your problem satisfactorily, please contact TVG promptly. In order for your complaint to be addressed, you must communicate any problem whilst on location. If no complaint is reported during your stay, TVG and the Owner will assume that the villa was to your satisfaction and no complaint will be entertained.
Self-catering accommodations require that you supply all provisions and consumables necessary for daily living. The staff at the villa may accommodate any reasonable requests to purchase provisions on your behalf, and this will be charged to your account.
The descriptions of villas and surrounding locations that TVG publishes or gives to you are provided in good faith and in the belief that they are accurate based on the latest information received. However, TVG can not be held responsible for any modifications or inaccuracies.
TVG have rated the properties to serve as a guide for you to select the most appropriate property for your vacation. These ratings are usually based on actual inspections made by members of our team, as well as comments and feedback from customers who have previously stayed at the villa.
The properties TVG offers are not official tourist structures or hotels. Rather, they are private homes. As such, they do not have standards or categories recognised internationally, but instead reflect in their architecture, furnishings and facilities the local traditions and personal taste of the Owner.
None of TVG, the Owner or the Owner’s Representative accepts any responsibility or liability for:
In no case will TVG, the Owner or the Owner’s Representative individually or collectively liable to make any payment or give any refund or compensation of any amount over and above the total rental amount paid.
This agreement will be governed by the laws of Singapore. In the event of controversy arising from the booking and property rental, only the Singapore Courts can deal with the matter.
By making your booking request, you agree that these terms and conditions have been understood and have been accepted and agreed to by you without reservation and without exception.
If any of the conditions of this agreement are or become or are deemed to be invalid, or if there is any omission from any terms and conditions, the remaining terms and conditions will remain valid and enforceable and cannot be contested.