Booking Policies

Damage & Liability Policy

Guest responsibilities, damage assessments, and liability limitations.

1. Guest Responsibility

By booking with itspensacola, guests agree to treat the property with respect and leave it in the same condition as found. Guests are responsible for any damages to the property, furnishings, and missing items during their stay.

2. Reporting Damages

Guests are required to notify itspensacola immediately if any damage occurs. Prompt reporting allows us to address the issue quickly and minimizes impact on future guests.

3. Damage Assessments & Charges

• Inspection: A post-departure inspection is conducted after every check-out.
• Minor Wear and Tear: We do not charge for minor, accidental damage (e.g., a broken glass or small spill).
• Excessive Damage: If damage exceeds normal wear and tear, or items are missing or stolen, the cost of repair or replacement will be charged to the credit card on file.
• Notice of Charges: Damage charges include an itemized list of costs and, where possible, photographic evidence within 72 hours of check-out.

4. Limitation of Liability

• Personal Property: itspensacola is not responsible for loss or damage of personal property left behind. Secure all valuables before departure.
• Use of Amenities: Guests use all amenities (pools, hot tubs, gym equipment, fireplaces) at their own risk. We are not liable for injuries on the property.
• Third-Party Services: Recommendations for local services, restaurants, or transportation are provided as a convenience. We do not assume liability for third-party quality or safety.

5. Smoking and Pet Policy

• Smoking: All properties are strictly non-smoking. Evidence of smoking results in a mandatory cleaning/deodorizing fee.
• Unauthorized Pets: Unauthorized pets are prohibited. Bringing a pet into a non-pet-friendly property results in a cleaning surcharge and potential immediate termination without refund.

Booking & Service Delivery Policy

How our vacation rental service is delivered to you.

• Confirmation: Once payment is processed, you will receive an immediate booking confirmation via email.
• Check-in Instructions: Access details, including property addresses, Wi-Fi information, and door access codes, will be sent to your registered email 24 hours prior to check-in.
• Check-in/Check-out: Unless otherwise specified, check-in is at 4:00 PM and check-out is at 10:00 AM.

Guest Identity Verification Policy

For the safety and security of our properties and guests.

1. Primary Guest Verification

All primary booking holders must verify their identity prior to receiving check-in instructions.

• Requirements: The guest who made the reservation must provide a valid, government-issued photo ID (e.g., Driver's License, Passport, or National ID card).
• Matching: The name on the submitted identification must exactly match the name on the credit card used for the reservation.
• Privacy: All identification documents are handled with strict confidentiality and stored in a secure, encrypted environment. Data is used solely for fraud prevention and property security.

2. Verification Process

• Method: Once a booking is confirmed, you will receive a secure link to upload your identification documents.
• Timing: Verification must be completed at least 48 hours prior to your scheduled check-in.
• Failure to Verify: Failure to provide valid identification may result in the cancellation of your reservation without a refund.

3. Why We Require Verification

• Fraud Prevention: Identity verification protects our business and guests from unauthorized use of payment methods.
• Property Security: We verify identities to ensure the individual who booked is the individual staying on-site.
• Insurance Compliance: Proper identification is a standard requirement for our property insurance policies.

4. Consent & No-Show Policy

• Explicit Consent: By completing your booking, you agree to submit a valid government-issued ID for identity verification prior to check-in.
• No-Show / Refusal: If a guest refuses to provide ID, we reserve the right to cancel the booking without refund.

5. Data Retention & Deletion Policy

Purpose of Collection: We collect personal identification data solely for fraud prevention, property security, and compliance with local rental regulations. We do not use this data for marketing or share it with third-party advertisers.

Data Storage: All identity documentation and personal information are stored in a secure, encrypted digital environment. Access is strictly limited to authorized personnel responsible for reservation management and property security.

Data Deletion (Your Right to Request):

• Automatic Deletion: Once a reservation is completed and the statutory period for potential dispute resolution has passed, all copies of your government-issued ID are permanently deleted from our systems.
• Guest-Initiated Deletion: You have the right to request deletion of your personal data at any time. Contact us at bookings@itspensacola.com with subject line: "Data Deletion Request - [Your Name/Booking Reference]".
• Verification of Request: To protect your privacy, we may require additional information to verify your identity before processing a data deletion request.

Exceptions: We may be required by law to retain certain transactional records (such as payment receipts and booking dates) for tax and accounting purposes, even after you have requested deletion of your identity verification documents.