Property Damage & Reporting

At Hilltop Retreat, we take pride in maintaining a clean, safe, and well-kept property for every guest. To ensure a positive experience for all, we require a security deposit on all bookings. This deposit exists to protect the property against damage, excessive wear, or rule violations beyond normal use.

What Is Considered Property Damage?

Property damage includes, but is not limited to:

• Broken, missing, or damaged furniture, fixtures, or décor

• Damage to walls, floors, doors, windows, or appliances

• Stains, burns, or excessive mess requiring specialized or extended cleaning

• Damage caused by pets, unauthorized guests, or events

• Tampering with safety equipment, pool systems, or mechanical components

Normal wear and tear is expected. Damage caused by negligence, misuse, or disregard for house rules is not.

Security Deposit Forfeiture

If damage occurs during your stay, the cost of repair, replacement, or additional cleaning will be deducted from the security deposit. In cases where damages exceed the deposit amount, guests may be held financially responsible for the remaining balance.

Security deposits may be partially or fully forfeited in situations including:

• Significant property damage

• Excessive or hazardous mess

• Violation of occupancy limits or event policies

• Unauthorized alterations to the property

• Failure to report damage promptly

Inspection & Documentation

After each stay, the property is thoroughly inspected. Any damages are documented with photos, invoices, and time logs where applicable. Guests will be notified if deductions are made and provided with a summary of the findings.

Platform-Specific Damage Reporting Policy

Hilltop Retreat is listed on multiple booking platforms. Reporting damage on one platform does not automatically notify others, nor does it replace Hilltop Retreat’s required reporting method.To avoid confusion, please follow the instructions that apply to your booking platform.

📌 Universal Rule (Applies to ALL Bookings)

Regardless of where you booked:

• All damage MUST be reported in writing by email

• Reports must include clear photos and details

• Platform messages alone are not sufficient documentation

Failure to follow the required reporting process may increase costs or affect deposit recovery.

🏠 Airbnb Bookings

What Guests Should Do

• Notify the host as soon as damage occurs via Airbnb messaging and

• Email escape@hilltopretreat.ca with:

  • Photos

  • Description of what happened

  • Date/time and area affected

Important Clarification

• Airbnb messages are treated as initial notice only

• Email is the formal damage report

• Reporting only through Airbnb does not fulfill Hilltop Retreat’s damage reporting requirement

What Hilltop Retreat Will Do

• Assess the damage

• Submit any charges or claims through Airbnb’s Resolution Center

• Retain documentation for records and disputes

🏡 VRBO Bookings

What Guests Should Do

• Notify the host through VRBO messaging and

• Email escape@hilltopretreat.ca with full documentation

Important Clarification

• VRBO messaging does not replace written email notice

• Damage reporting on VRBO does not automatically initiate repairs or billing

What Hilltop Retreat Will Do

• Independently assess damage

• Apply charges according to the rental agreement and deposit terms

• Pursue recovery through VRBO or direct invoicing where applicable

🌐 Direct Website / Private Bookings

What Guests Must Do

• Email escape@hilltopretreat.ca immediately upon discovering damage

• Include:

  • Photos

  • Description

  • Timeframe

Important Clarification

• There is no third-party platform to mediate damage

• All assessments, charges, and recovery are handled directly by Hilltop Retreat

🧾 Corporate, Referral, or Third-Party Arranged Bookings

For bookings arranged through:

• Travel agents

• Corporate agreements

• Referral partners

• Group organizers

Reporting Requirement

• Damage must be reported directly by email to📧 escape@hilltopretreat.ca

Liability Note

• The primary booking contact remains responsible for all damage caused by their group or invitees

What Does Not Count as Reporting

The following do not constitute proper damage reporting:

• Reporting only in platform chat

• Verbal or phone notifications

• Reporting after checkout with no documentation

• Assuming cleaners or staff will report it for you

Why This Matters

Each booking platform operates independently. Reporting damage in one system does not notify Hilltop Retreat’s internal records for insurance or trigger repairs. Email reporting ensures:

• Accurate documentation

• Faster resolutions

• Lower repair and labour costs

Guest Responsibility

We ask all guests to treat the retreat with care and respect, just as they would their own home. Promptly reporting accidental damage allows us to address issues quickly, fairly, and often helps minimize costs.

Our Commitment

Our goal is not to penalize guests, but to preserve the quality, safety, and comfort of Hilltop Retreat for everyone. Clear policies help ensure transparency, accountability, and a smooth experience from check-in to check-out.

If you have questions about our security deposit policy, we’re happy to clarify prior to booking, outlined in your agreement, even during and after your stay.