The WeekAway Stay Assurance™ (“Stay Assurance”) is a guest protection program provided by WeekAway Inc. (“WeekAway,” “we,” “us,” or “our”) for eligible reservations booked directly through the WeekAway website or authorized direct-booking channels.
The Stay Assurance applies to material issues that meaningfully affect access, accuracy, comfort, or guest experience, as outlined below.
1. Access Guarantee
What’s Covered
The Access Guarantee applies when a guest cannot reasonably access the property at the start of their stay due to a WeekAway-controlled issue, including:
- Inability to enter the property at check-in
- Last-minute host-side cancellation
- The property becoming unavailable due to an unforeseen operational issue
Resolution
Where access cannot be restored within a reasonable timeframe:
- A comparable WeekAway property will be arranged when available, or
- A full refund will be issued if rebooking is not possible or preferred
Notes
- Access issues must be reported immediately upon arrival
- Delays caused by guest error (lost codes, incorrect arrival time, etc.) are excluded
2. Accuracy Guarantee
What Accuracy Means
Accuracy refers to the functional and material elements of the listing that directly impact how the home can be used, including:
- Number of bedrooms and sleeping capacity
- Home type (entire home vs. private space)
- Availability and usability of major advertised amenities
- Functionality of essential furniture and fixtures
What Accuracy Does Not Include
Accuracy does not apply to:
- Cosmetic or design elements (e.g., paint color, décor, artwork, furniture style)
- Normal wear and tear
- Layout variations that do not affect use
- Upgrades or substitutions (e.g., a newer or different appliance model than shown)
- Improved or enhanced features beyond what was advertised
Note: Upgrades are not considered inaccuracies.
Resolution
If a material inaccuracy meaningfully impacts the stay:
- The issue will be addressed promptly where possible
- Re-accommodation to a comparable property may be offered
- Partial or full refunds may be issued depending on severity and duration
Note: Minor discrepancies do not qualify for compensation.
3. Comfort Coverage
Covered Comfort Issues
Comfort Coverage applies to failures of essential systems or major experience-defining amenities, including:
Essential Systems
- Heating (especially during winter conditions)
- Hot water
- Electrical power
- Plumbing or safety-critical systems
- Internet outages that materially affect the stay
Major Advertised Amenities
- Hot tubs
- Saunas
- Other prominently marketed wellness features
4. Compensation Framework
Major Amenities (Hot Tub / Sauna)
- If unavailable for more than 6 consecutive hours after notice is given and reasonable repair efforts have been attempted:
- Up to 30% of the affected night(s) may be refunded or credited
- Short-term outages, weather-related delays, or maintenance windows do not qualify.
Essential Household Appliances
Includes:
- Refrigerator
- Stove / oven
- Washing machine or dryer
- Air Conditioning or Heating
- Dishwasher
If non-functional for more than 24 consecutive hours after attempted remediation: Up to 50% of the affected night(s) may be refunded or credited.
Habitability Failures
- If a comfort issue renders the property uninhabitable, re-accommodation or full refund may be offered, depending on circumstances
- Compensation applies only to affected nights and is not cumulative across multiple issues.
5. Direct Support, Fair Resolution & Privacy
Direct Support
Guests have access to direct support throughout their stay, with response times designed to prioritize both urgency and practicality. During standard operating hours (8:00 AM - 10:00PM PST), messages are typically responded to within approximately one hour. For overnight or off-hours inquiries, every effort is made to respond as soon as reasonably possible, and in most cases within 10 hours, with urgent or safety-related issues prioritized.
Fair Resolution
When a covered issue occurs, resolutions are based on:
- Severity
- Duration
- Impact on the overall stay
Outcomes may include:
- Partial refunds
- Night credits
- Re-accommodation
- Full refunds where warranted
Resolutions are determined reasonably and in good faith, without rigid reliance on fine print.
Privacy & Safety
All WeekAway homes adhere to strict standards:
- No interior surveillance devices
- No surprise visits
- No unauthorized access
Emergency access may occur only where required for safety or property protection.
6. Guest Responsibilities
To remain eligible for Stay Assurance coverage, guests must:
- Report issues promptly after discovery
- Allow reasonable time and access for remediation
- Provide documentation if requested
Failure to do so may limit or void compensation.
7. Exclusions
The Stay Assurance does not cover:
- Minor inconveniences
- Cosmetic issues
- Guest-caused damage
- Weather events or regional outages
- Travel delays or personal preference dissatisfaction
8. Limitation of Liability
WeekAway’s total liability under the Stay Assurance shall not exceed the total amount paid for the affected nights. Indirect or consequential damages are excluded to the maximum extent permitted by law.
9. Modifications & Governing Law
WeekAway may modify these Terms prospectively. These Terms are governed by the laws of Alberta, Canada.
10. Contact Information
For any questions or concerns regarding these T&C, contact us at:
WeekAway Inc.
+1 (403) 804-1815