Terms and Conditions

These Terms & Conditions (“Terms”) govern all use of the Villoura website (villoura.com) and all reservations made directly through Villoura. By browsing our website, submitting a booking inquiry, or confirming a reservation, you agree to these Terms in their entirety. For bookings made through third-party platforms such as Airbnb or Vrbo, those platforms’ terms govern the transaction; however, these Terms — including all House Rules, the Fine Schedule, and the Damage Liability provisions — continue to apply to your conduct at the property.

Villoura is a DBA of Coastal Charm LLC, a Nevada limited liability company. References to “Villoura,” “we,” “us,” or “our” refer to Coastal Charm LLC d/b/a Villoura.

1. About Villoura — Facilitator, Not Operator

Villoura is a luxury villa booking facilitator. We market properties on behalf of independent property owners and facilitate reservations between guests and owners. Villoura is not the property owner, landlord, innkeeper, or operator of any property listed on our platform. The property owner is an independent third party solely responsible for the condition, maintenance, safety, regulatory compliance, and operation of their property.

This distinction is important: Villoura’s liability to any guest is limited in all cases to the total amount of fees paid directly to Villoura in connection with the affected reservation. Villoura is not liable for any act, omission, or failure of the property owner or the property itself.

2. Booking Process and Confirmation

• All reservations begin with a booking inquiry submitted through villoura.com or via direct communication with our team.
• A reservation is not confirmed until Guest has received written confirmation from Villoura AND has executed a Guest Reservation Agreement AND has made the required deposit payment.
• Villoura reserves the right to decline any booking inquiry at its sole discretion, including for failure to provide requested identification or for any other reason.
• Availability shown on the website is updated in real time but is not guaranteed until confirmation is received in writing from Villoura.

3. Payment Terms

Payment Schedule

• A deposit of 50% of the total reservation amount is required to confirm a booking.
• The remaining 50% balance is due no later than 30 days prior to check-in.
• For bookings made within 30 days of check-in, 100% of the total amount is due at the time of booking.

Accepted Payment Methods

• Domestic or international bank wire transfer
• Zelle
• Cash App
• Credit card (where approved in advance by Villoura; a 4% processing fee applies)

Payment instructions are provided by Villoura exclusively via bookings@villoura.com or our verified phone numbers. Guest agrees to verify all payment instructions directly with Villoura before initiating any transfer. Villoura will never request payment to an unverified third party. Villoura is not responsible for funds transferred to fraudulent accounts where Guest fails to verify instructions independently.

Villoura Service Fee

A Villoura service fee is included in all direct bookings. This fee is earned upon booking confirmation and is 100% non-refundable under all circumstances, including guest cancellation, owner-initiated relocation, or force majeure. No exceptions.

4. Cancellation & Refund Policy

ALL PAYMENTS TO VILLOURA ARE NON-REFUNDABLE EXCEPT AS EXPRESSLY SET FORTH BELOW. Guest is strongly encouraged to purchase comprehensive travel insurance prior to travel.

Villoura Service Fee

The Villoura service fee is 100% non-refundable in all cases regardless of the timing or reason for cancellation.

Property Rental Fee — Cancellation Schedule

The cancellation date is the date Villoura receives written notice at bookings@villoura.com. Verbal cancellations are not accepted and have no legal effect. Refunds, where applicable, are processed within 14 days of the confirmed cancellation date.

No-Show

Failure to check in on the arrival date without prior written cancellation constitutes a no-show. No refund is issued for no-shows under any circumstances.

Reservation Modifications

Date changes, property substitutions, and other reservation modifications are subject to availability and Villoura’s sole discretion. A modification request does not constitute cancellation. Where a modification results in a shorter stay, the cancellation schedule above applies to the forfeited nights.

Chargebacks

Guest agrees not to initiate a chargeback or payment dispute with any bank or payment provider without first contacting Villoura in writing and allowing 10 business days for response. A fraudulent or premature chargeback constitutes a material breach of these Terms. Villoura reserves the right to recover chargeback fees, collection costs, and all legal expenses from Guest.

Travel Insurance

Villoura strongly recommends that all guests purchase comprehensive travel insurance including trip cancellation, trip interruption, travel delay, and accidental damage coverage prior to travel. Villoura is not affiliated with any insurance provider. Guests may research options independently at insuremytrip.com or squaremouth.com.

5. Availability, Relocation & Booking Reliability

Villoura takes every confirmed reservation seriously and works diligently to ensure each stay proceeds exactly as planned. However, as a booking facilitator working with independently owned properties listed across multiple platforms, there are rare circumstances beyond our direct control that may affect a confirmed reservation. These include:

• A property owner electing to withdraw the property from the short-term rental program for personal use, sale, long-term tenancy, or any other reason
• A prior guest extending their stay or failing to vacate the property by their scheduled checkout time
• Calendar synchronization errors across multiple listing platforms, despite our use of real-time channel management tools
• Unforeseen maintenance, safety, habitability, or code compliance issues requiring the property to be taken offline
• Force majeure events including natural disasters, utility failures, wildfires, flooding, or government-mandated restrictions

Villoura does not intentionally overbook properties. In the event any of the above circumstances affect your reservation, Villoura commits to the following:

• You will be notified as promptly as possible upon Villoura becoming aware of the issue — our goal is never to inform you the day of check-in
• Villoura will use best efforts to relocate you to a property of equal or greater value in a similar area at no additional cost to you
• If the replacement property is of lesser published nightly value, you will receive a refund of the nightly rate difference for each affected night
• If no suitable replacement is available and you choose not to accept any alternative, you will receive a full refund of all amounts paid for the affected nights

The remedies set forth in this Section 5 are Guest’s sole and exclusive remedies in the event of a reservation disruption caused by the circumstances described above. Villoura’s service fee is not refundable in the event of an owner-caused disruption where Villoura provides a suitable alternative.

6. Check-In and Check-Out

• Standard check-in: 4:00 PM on the arrival date
• Standard check-out: 10:00 AM on the departure date
• Early check-in and late check-out are not guaranteed and must be approved by Villoura in writing no later than 7:00 PM the evening before the checkout date
• Approved late checkout is charged at an hourly rate based on the property’s nightly rate, prorated per hour
• Any guest remaining on the property after 4:00 PM without prior written approval will be charged one full additional night at the published nightly rate
• Unauthorized occupancy of the property beyond the approved checkout time constitutes trespass, and Villoura reserves all available legal remedies

7. Security Deposit

A security deposit is required for most reservations. The amount is specified in your Guest Reservation Agreement and booking confirmation. The security deposit is held as security for Guest’s performance of all obligations under these Terms and the Guest Reservation Agreement.

The security deposit will be returned within 14 days of checkout, less any amounts withheld for: damage to the property or its contents beyond normal wear and tear; violations of the House Rules and Fine Schedule below; missing items; excessive cleaning; unpaid fees; or any other amounts owed by Guest. Villoura reserves the right to withhold the full deposit and seek additional amounts where actual damages exceed the deposit amount.

8. Guest Identification

Villoura reserves the right, in its sole discretion, to require any guest to provide valid government-issued photo identification prior to confirming a reservation or releasing property access instructions. Failure to provide requested identification may result in cancellation of the reservation without refund. Identification data is handled in accordance with Villoura’s Privacy Policy at villoura.com/privacy-policy.

9. Property Listings — Accuracy and Disclaimer

Villoura makes reasonable efforts to ensure that property listings accurately reflect each property’s condition, features, and amenities. However:

• Photographs are professionally taken and may be enhanced, staged, or may not reflect recent updates to the property’s decor, furnishings, or condition. Images are illustrative and may vary from the actual property.
• Amenities including pools, hot tubs, appliances, and recreational equipment are subject to availability and may be temporarily out of service due to maintenance or repair without prior notice.
• Villoura relies on representations made by property owners regarding property condition and cannot independently verify all information provided.
• If you have specific questions about a property prior to booking, contact Villoura before confirming your reservation.

If a material discrepancy exists between the listing and the actual property at check-in, Guest must notify Villoura within 2 hours of check-in. Complaints raised after departure or after the 2-hour window will not be considered for refund or compensation.

10. Damage Liability

Guest is fully and personally responsible for any and all damage to the property, its furnishings, fixtures, appliances, artwork, electronics, landscaping, and any other items on the premises caused by Guest or any occupant, visitor, or pet of Guest during the reservation period.

Damage includes but is not limited to breakage, staining, burning, tearing, scratching, flooding, structural damage, and loss of any inventoried item. Guest acknowledges and agrees that:

• Villoura may charge the security deposit for documented damage
• Where damage exceeds the security deposit, Guest remains personally liable for the full amount of actual damages
• Villoura will provide documentation of damage including photographs, repair estimates, invoices, and replacement receipts, and Guest agrees to pay the documented amount within 7 days of demand
• Villoura reserves the right to pursue all available legal remedies to recover damages in excess of the security deposit, including filing in small claims or superior court and reporting to collections
• A 15% administrative fee is added to all damage repair and replacement costs

11. House Rules

All guests, occupants, and visitors are required to comply with the following House Rules at all times. Rules may not be waived or modified without express written consent from an authorized Villoura representative. Property-specific addenda may impose additional or more restrictive rules; in any conflict, the more restrictive rule applies.

VIOLATIONS WILL RESULT IN FINES AS SET FORTH IN SECTION 12, IMMEDIATE REMOVAL WITHOUT REFUND, AND/OR LEGAL ACTION.

Check-In & Check-Out

• Check-in: 4:00 PM | Check-out: 10:00 AM
• Late checkout must be approved in writing by 7:00 PM the night before departure
• Any guest remaining after 4:00 PM without written approval is charged one full additional night

Quiet Hours

• 10:00 PM to 8:00 AM daily, or as required by applicable city, county, or HOA regulations — whichever is more restrictive
• No amplified music, outdoor speakers, or loud gatherings during quiet hours

Maximum Occupancy

• Overnight occupancy is strictly limited to the number stated in your booking confirmation
• No additional overnight guests without prior written approval from Villoura
• Guest is responsible for the conduct of all occupants and visitors at all times

No Parties or Events

• Parties, events, gatherings, or functions exceeding the approved guest count or involving amplified sound, catering, entertainment, or outside vendors are strictly prohibited without a separate written event agreement with Villoura
• Discovery of an unauthorized party or event results in immediate termination of the reservation, removal of all guests, forfeiture of the security deposit, and a minimum fine of $5,000

No Smoking

• Smoking of any substance — tobacco, cannabis, vaping, e-cigarettes — is prohibited inside the property, in covered or enclosed areas, garages, and within 25 feet of any door or window
• Smoking is permitted only in specifically designated outdoor areas where explicitly stated in the listing

Pets

• No pets of any kind unless explicitly approved in writing by Villoura prior to booking
• Approved pets must be disclosed at booking (species, breed, weight) and may require an additional fee
• Pets must never be left unattended on the property

Pool & Hot Tub

• Pool and hot tub use: 8:00 AM – 10:00 PM unless otherwise specified
• Pool heating is an additional charge of $300/day — must be arranged and paid prior to arrival, not included automatically
• No glass containers within 10 feet of the pool or hot tub
• Children must be supervised by an adult at all times in and around the pool
• No diving. Guests use pool and hot tub at their own risk.

General Property Care

• Do not move furniture, artwork, or fixtures without permission
• All trash must be bagged and placed in designated receptacles before checkout
• Dishes must be washed or placed in dishwasher and cycle run before checkout
• All doors, windows, and access points must be secured upon departure
• No commercial photography, filming, or production without prior written approval from Villoura

12. Fine Schedule

The following minimum fines apply to violations of these Terms and the House Rules above. Fines are in addition to any other amounts owed, including damage costs, security deposit forfeiture, and legal fees. Actual charges may exceed the minimums stated below based on the severity of the violation, the property involved, and actual damages incurred.

13. Force Majeure

Villoura is not liable for delays, cancellations, or failures to perform resulting from causes beyond its reasonable control, including but not limited to natural disasters, wildfires, earthquakes, flooding, government-mandated shutdowns, pandemics, utility failures, or acts of war. In such events affecting the property, Villoura will make good-faith efforts to relocate guests or issue appropriate refunds as described in Section 5.

Force majeure does not excuse Guest from payment obligations for stays that have already occurred, nor does it entitle Guest to a refund for personal circumstances (illness, travel delays, change of plans) that do not affect the property itself.

14. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, VILLOURA’S TOTAL LIABILITY TO GUEST FOR ANY CLAIM ARISING FROM OR RELATED TO A RESERVATION SHALL NOT EXCEED THE TOTAL AMOUNT OF FEES PAID DIRECTLY TO VILLOURA IN CONNECTION WITH THAT RESERVATION. VILLOURA SHALL NOT BE LIABLE FOR ANY CONSEQUENTIAL, INCIDENTAL, INDIRECT, SPECIAL, OR PUNITIVE DAMAGES, INCLUDING BUT NOT LIMITED TO LOST PROFITS, ALTERNATIVE ACCOMMODATION COSTS SOURCED INDEPENDENTLY, TRANSPORTATION COSTS, OR LOSS OF ENJOYMENT.

15. Indemnification

Guest agrees to indemnify, defend, and hold harmless Villoura, Coastal Charm LLC, and their respective members, managers, employees, and agents from and against any and all claims, losses, damages, fines, penalties, costs, and expenses (including reasonable attorneys’ fees) arising out of or relating to: (a) Guest’s use of the property; (b) Guest’s violation of these Terms or the House Rules; (c) any damage caused by Guest or Guest’s visitors; (d) any claim by a third party arising from Guest’s conduct during the reservation; or (e) Guest’s violation of any applicable law or regulation.

16. Privacy

Villoura’s collection and use of personal information is governed by the Villoura Privacy Policy, available at villoura.com/privacy-policy, which is incorporated into these Terms by reference. By making a reservation, Guest consents to the collection and use of their information as described in the Privacy Policy, including sharing of necessary booking information with the property owner.

17. Governing Law & Dispute Resolution

These Terms are governed by the laws of the State of California without regard to conflict of law principles. Any dispute arising from or related to these Terms or any Villoura reservation shall first be submitted to non-binding mediation in Los Angeles County, California. If mediation does not resolve the dispute within 60 days, the dispute shall be resolved by binding arbitration in Los Angeles County under the rules of JAMS. Each party shall bear their own costs of mediation. The prevailing party in arbitration shall be entitled to recover reasonable attorneys’ fees.

Guest waives any right to participate in a class action lawsuit or class-wide arbitration against Villoura.

18. Changes to These Terms

Villoura reserves the right to update these Terms at any time. Updated Terms will be posted at villoura.com/terms-and-conditions with a revised effective date. For confirmed reservations, the Terms in effect at the time of booking confirmation govern that reservation. Continued use of villoura.com after any update constitutes acceptance of the revised Terms.

19. Contact

• Email: bookings@villoura.com
• Toll-Free: +1-877-309-4902
• Direct: +1-323-792-0370
• WhatsApp: +1-310-339-4076
• Website: villoura.com
• Villoura is a DBA of Coastal Charm LLC, a Nevada limited liability company.