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2012 RENTAL POLICIESFirst, the "Product" our Company is "Selling": Here at On the Water in Maine Inc., we rent waterfront or water-view vacation properties (except in the villages of Camden and Rockport, near our offices, where we offer some in-town properties), primarily in the summer between June and October, on a Saturday to Saturday or Friday to Friday weekly basis. On the Water in Maine is that accurate and "guaranteed" certification of a rental property by a 3rd party. By offering a property to you for rent, we are verifying that it is in fact what it is advertised as. We call all our "Renters" our "Guests" and treat them as guests should be treated. Guests tell us more and more that they will "never" rent a property online again directly from an owner and that they are more comfortable putting their trust in an agency like us to make sure they are getting a property as advertised. Why? Because of accountability. An individual home owner can easily "hide", while our "visible" rental company works hard every day to protect our good image. There are hundreds and thousands of examples where an owner and a renter in a direct relationship have come head-to-head without a positive resolution. Our company hasn't achieved an A+ rating with the Better Business Bureau without a lot of hard work building a reputation of working hard for our Guests and Property Owners. Our only business at On the Water in Maine is renting waterfront vacation properties in Maine. We are not a real estate agency and have no affiliation with any real estate brokerage firm. We believe that rental companies should be independent of real estate agencies and that we are part of the "resort and hospitality" industry versus the "real estate" industry. We are proud that one of our goals is to make sure we offer a great match for both the homeowner and for those visitors who are looking for a spectacular vacation retreat for family and guests. It is important that you know that we have a contractual relationship and serve as representatives for all our Property Owners. We treat all parties (Property Owners and Guests) honestly, fairly and in good faith. OUR 2012 RENTAL POLICIES Since 2006, over 42,000 people have stayed in an On the Water in Maine rental property. Over 6,300 of the primary Guests in those groups of people have agreed to the same rental policies posted here with less than 250 'incidents' or 'issues' occurring that resulted in the need to refer back to them for 'guidance'. 98.6% of our renters that stayed with us in 2011 said they would do business with us again. Needless to say, if they can follow these reasonable policies, and are willing to do so again, so can you :) We believe the policies for renting with us are generally the same as many other vacation rental companies across the hospitality industry. With one or two minor exceptions, as you review them, we think you'll find they are all common-sense policies. Without these policies in place, we believe that 95% our Guests would follow them, even without knowing about them. Unfortunately, these policies had to be written for, and are added to each year, to address issues that have arisen from the 5% of our Guests that need a "little help" understanding the "boundaries" when it comes to vacationing in another person's private home. If something about our policies appears offensive or disturbing to you, we can assure you that it wasn't intended that way. We just don't want to leave any "grey" areas out there. Please let us know if we can clarify any of our policies to you. We're very easy going :) OUR GOLDEN Scroll down through our policies, or jump quickly to each of our policies by clicking the link below: Booking Process -Credit Card Required -Cancellation Policy -Check-in Procedure -Cleaning Policy - Damage Waiver - General Policies - Keys - Occupancy Limits -Owner/Renter Communications -Payment Policies - Pet Policy - Processing/Agent Fee - Properties For Sale - Property Servicing & Issues - Rental Agreements - Renter Responsibilities - Required Property Amenities - Right of Entry - Security Deposits - Smoking Policy
Once you have decided on the property and the week(s) you desire - BOOK IT! online here at the site (from the property listing page by clicking on the "Instant Quote" or "Book it Now" link) or by calling us. You are not always the only person looking for the same property for the same week. We have encountered many situations where one party has spent a week asking us questions about a property and trying to decide whether they want it or not while another person "swooped in" and booked the property they wanted. The first person to give us a 50% deposit on the property gets it. First come - first serve. In order to "book" your desired rental property with us, we'll require a 50% deposit of the total rental amount which includes tax and processing fee (more on that below). You can pay this by credit card, e-check, traditional hand-written check, cash, or money order. We accept all credit cards except American Express, but we love checks the best! Once you have initiated your booking, we will take a charge of $25 from a credit card you provide (that will be deducted from the total rental) that is a non-refundable deposit to get the booking process started. If, after we have received your credit card deposit, but before you have signed the rental agreement finalizing the rental, you decide not to rent with us, we will still retain the $25 deposit to cover the time and effort that goes into putting your rental agreement together. So be sure that you are 99.9% committed to renting with us when you give us that first deposit. We will send you a rental agreement electronically (we use Docusign®) to process the rental agreement between you and the Property Owner. You have 7 days to sign the agreement to lock in the rental. If you don't have e-mail or are not comfortable signing an electronic document, we'd be happy to fax or send it to you by U.S. Mail. 60 Days prior to your rental, payment in full is due along with any amenity charges such as boat rentals or vacation grocery services etc. (Please note - Any checks returned for insufficient funds will require replacement funds by cash, certified bank check, or postal money order, plus a $25 fee.) Later, exactly 20 days before your rental begins, an automated e-mail will be sent to you at the e-mail address you provide to us during the booking transaction along with all the information you'll need to know about getting to your rental property, including driving directions and access information. If for some strange reason, you don't have the information on how to get to your property at least two weeks prior to your rental, and after you have checked your "spam" or "junk" e-mail folders - call us right away so we can resolve the issue! Each Guest must sign a Rental Agreement that is between the Property Owner and the Guest. This Rental Agreement will be sent by e-mail with a link to Docusign® to each renter within 48 hours of the booking of the property and must be returned with full payment within 5 business days of receipt. Our rental agreements are "generic" in that we use the same rental agreement for all the properties we offer for rent. Each Property Owner that lists with us has given us a limited power of attorney to sign the rental agreement on their behalf. We cannot make changes to our rental agreements based on one unique concern - they are what they are. Over 10,000 renters have signed them over the past 6 years, and if you'll check with our local county court house (Knox County), you'll find we've never had legal issues or lawsuits as a result of them. We believe you will find them fair and balanced to both your rights and the Property Owners. PAYMENT POLICIES Once you have made a booking you will have 7 days to make payment. We accept e-checks, Visa, MasterCard, and Discover. 50% of the total rental and fees is due to reserve your chosen property. The remaining balance is due at least 60 days prior to arrival date. Late reservations (less than 60 days before arrival) require payment-in-full at time of booking. In the event your check is returned for any reason at time of initial reservation, a $35 returned check fee will apply and reservation will be voided until satisfactory payment has been received. Regardless of form of payment used to pay rents due for a property, you must agree to provide credit card information (debit card okay) as a guarantee for negligent damages to the property since we don't require security deposits (except in rare situations - more below on security deposits). You must also agree to pay all rent and/or outstanding charges caused by long distance calls, additional charges to cable or dish bill, or damage beyond normal wear and tear during the term of the Rental Agreement. The State of Maine asks for some of the lowest Lodging Taxes in the country at 7%. Most popular vacation states charge upwards of 12% to 15% and still add in 2% to 4% for local taxes for a total of 14% to 19%! (The Maine State Sales Tax is a low 5%.) The state requires that we collect a 7% lodging tax on all vacation rentals as well as a 7% sales tax on all "extras" such as pet fees, cleaning fees (for cleaning fees, or if the cleaning time exceeds normal expectations upon departure, or you request a Mid-Stay Cleaning), crib and cot rentals, service fees, etc. We must also charge a 7% sales tax on top of any costs associated with neglectful damages to the property or it's contents. PROCESSING OR ADMINISTRATIVE FEES On the Water in Maine Inc. is a for-profit business offering exceptional service to both it's Property Owners and vacationing Guests. In order to offer the high-end level of service that we do at a reasonable cost for all, we must charge a 7% agent processing fee which is calculated on the subtotal for each rental subtotal, then added to a 7% tax on that amount. A large portion of this 7% fee covers the Damage Waiver (instead of a traditional security deposit - see Damage Waiver section below). Many vacationers like to vacation with other family members or friends. Although only one member of each rental party will sign the Rental Agreement, we like to ensure that the Guest who signs the rental agreement in their name is solely responsible for payment, deposits (including fees and taxes) and maintaining the condition of the property. Guests should read the Rental Agreement carefully before signing it. On the Water in Maine Inc. rents to family groups only. The renting Guest must be at least 25 years of age. Identification and proof of age must be provided upon request. The occupancy of each house is specified in the property listing descriptions and in each Rental Agreement. This number is the MAXIMUM total occupancy. Children are counted in total occupancy. As Dr. Seuess wrote, "A person's a person, no matter how small". Over-occupancy is a violation of your Rental Agreement and will cause an expedited eviction. There are too many reasons to list here why this is so important, but don't hesitate to ask :) While we look out for the interest of our Guests when it comes to rentals - we must also pay special attention to our Property Owners, who are also our Customers. Many of our Property Owners count on the income generated by renting their vacation properties, and when a week is canceled, they must contend with lost revenue and the possibility of the unexpected situation of a property not re-renting for the week they had intended to see rented by you. We cannot refund any advance payment for a canceled reservation unless the property is re-rented for the entire period and pre-payment has cleared. We make every effort to rebook the property, however, if the property is not re-booked, you forfeit all monies paid. Once your reservation is confirmed (i.e. rental agreement signed) any cancellations, changes of dates or switching of properties will invoke the cancellation policy. If a cancellation is successfully re-rented, all the rent and taxes will be refunded, less a 10% cancellation fee. The cost of any travel insurance and amenities are not refundable (unless added to trip cancellation insurance as noted below). If you book it with us prior to 48 hours from your rental start day, we do offer Vacation Trip Cancellation Insurance because even the best planned trip can be impacted by the unexpected. This plan also provides other insurance coverage an assistance services to take care of you while you are traveling. We anticipate the unexpected so you do not have to. Normally, most of our Property Owners don't charge a cleaning fee. For 95% of our rentals, cleaning is included with the rental as it is built into the price. Some of the owners of larger homes that are costly to clean charge an additional cleaning fee that is taxed. You will know if a property has an additional cleaning fee if it is listed on the listing page under the "Amenities" section. Your rental home will be stocked with a 'starter' supply of products including 2 rolls of toilet paper in each bathroom, 1 roll of paper towels at the kitchen sink, and pump-hand soaps at each sink. Beds are ready and made for your arrival with fresh, clean linens except the following: trundles, futons, sofa sleepers, and cots (although linens for these can be supplied upon request from you at least 7 days before your arrival). Our housekeeping staff works diligently to prepare each home in preparation for your arrival. For stays over seven nights, please inquire if you would like additional cleaning or a "Mid-Stay Cleaning". Despite that cleaning is included with the cost of each rental, Guests are, at a minimum, required to complete the following at check out which is always by 10am on the day of departure:
Failure to complete the above will result either in extra charges at a rate of $25 per hour plus a 7% Maine State Sales Tax, or deductions from the cleaning deposit if that was required. You may be charged up to $1,000.00 additional in the event of a violation
of our "no smoking", "no pet", or "maximum occupancy", polices or
neglectful damages which occurred during the tenancy. Additional
housekeeping charges will be applied in the event for the need of extra
cleaning by our staff and the occurrence of exceeding the maximum
occupancy of the cottage. We charge $25 per hour for additional cleaning above and beyond normal expected cleaning times plus one hour. We supply a departure procedure checklist in
each home; these rules must be followed to avoid any additional
charges. It's rare that we implement this and we hate to do it. Treat the homes or cottages as if they belonged to a good friend and you want to be invited back, and you'll have no troubles :) Our staff will arrive after your departure to thoroughly clean and inspect the Property. They have very little time to complete the 'turnover' - so your assistance in attending the above tasks is critical to their success and meeting the exceptions of the next arriving vacationing Guests at 4pm the same day. DAMAGE WAIVER (replacement of traditional Security Deposits at some properties) Part of your rental processing fee includes our Damage Waiver protection plan. This covers you for up to $975 in accidental damages to the property. This is in lieu of a traditional "security deposit". If you break something at the property accidentally during your stay, just let us know right away, we'll pay for it. If something is damaged by your neglect or lack of care (such as leaving indoor furniture outside in the rain, or letting the kids shoot out a window with a sling shot - yes, these have both happened at our rental properties in the past), you will be charged for those incidents and repairs. Even if there is accidental damages to the property - if you don't report the accidental damages, they will be handled as "neglectful damages", so be sure to let us know right away of any issues. SECURITY DEPOSITS Some of our "Elite" Property Owners require that we secure an additional refundable security deposit from a Guest (in addition to the Damage Waiver). In the case that a Security Deposit is taken, it will be refunded within 30 days of a satisfactory stay along with an accounting of any deductions taken by the Property Owner. WE ONLY CONSIDER ALLOWING DOGS at our Pet Friendly Properties - never cats, monkeys, snakes, etc. This is an insurance requirement. Some of our Property Owners will accept dogs, but that doesn't mean they allow all dog breeds or types. Generally, we've found people are very responsible with their dogs and we love welcoming them - dogs deserve a vacation too! Despite the strict way in which we present our pet policy, please understand, the Property Owners that allows dogs want to be able to accommodate all the dogs our Guests wish to bring and we have found that they can accommodate about 99% of them. For the most part, the dogs they allow are the types that won't bark or shed a lot. They are also the type that don't like to get wet in the lake or ocean and come back into the property with their wet hair. We will list on a property if the owner has pets in the property themselves at times it is not rented. Here are the basic "rules" regarding dogs we allow in our properties...
Please make sure to talk to us up front about your dog before booking a property with us. If you are thinking of getting a new dog before your rental begins, do not assume we will allow it in your rental property. To review the Pet Addendum to our Rental Agreement, please click HERE. Should we discover a pet has been in the home without prior approval, or the dog the Property Owner permitted you to bring in the Pet Addendum of the rental agreement isn't the actual dog(s) you bring with you, you will be charged a $200 fee for pest control, and a deep clean. The Property Owner most likely will also ask you to send the dog(s) to a kennel for the remainder of your stay. The Property Owner also may ask you to leave with no refunds if the violation is a blatant disregard to respecting the Property Owner’s property. If you miss picking up after your pet, a $25 fee per incident is charged. There are shovels at most properties pets are allowed at - be sure to only toss waste deep into the woods or bushes surrounding the property. Tie any waste picked up in bags securely if you deposit them in the trash. Maine is a State in which smokers rights are becoming less observed. In Maine, smoking is not permitted on public property, in bars or restaurants, and the taxes for purchasing tobacco products are very high. Allowing smokers to occupy the rental properties we offer presents a higher risk to our business operations. Most of our Property Owner's insurance policies forbid smoking not only in, but on the rental property grounds itself. With that introduction, it shouldn't come as any surprise then that our Property Owners do not allow smokers to occupy their rental properties. Not a single property we offer for rent allows anyone that partakes in tobacco (or other plants) smoking. We recognize that our smoking policy will turn away about 2% of our potential Guests, but here at On the Water in Maine, we have made a business decision in conjunction with our Property Owners to focus on offering a guarantee that our rental properties are smoke free to the 98% majority of Guests that would like to stay with us in a house or cottage that hasn’t had smokers occupying them and that don't smell of smoke. REPAIRS - SERVICE CALLS - "CRITTERS" - REFUNDS On the Water in Maine Inc. and it's Property Owners regret that they cannot be held responsible for mechanical failure of heating, plumbing, appliances, cable or Dish TV, high speed internet, or any small appliances. We also can't be held responsible if mice appear or bats get into the house (this happens occasionally at random properties for no particular reason - you'll be vacationing in rural Maine - unwelcome critters come around from time to time - but none will hurt you). We will however make every effort to get repairs done as quickly as possible so as to inconvenience renters as little as possible. If you can't sweep a bat out with a broom, or trap a mouse on your own, call us and we'll come help you as quickly as possible. Reporting interruption of service or issues requiring a service technician to On the Water in Maine Inc. as soon as possible helps facilitate timely repairs. Please understand that we will make the property available to service technicians or maintenance people to remedy the situation. It is our policy to not issue refunds of any kind for instances of mechanical failure, power outages or failure of equipment, acts of nature, acts of government agencies, neighboring construction noise, strikes, war, or inclement weather, but to try and rectify the situation respectfully and quickly so we can ensure a good experience for our Guests. You will find a clause in your CSA Travel Insurance Policy (if you purchase it) which addresses interruption of vacation time due to acts of nature in which your property has a loss of power which hinders your vacation. If you have questions you may contact CSA Travel Insurance directly at 1-866-999-4018 or click this link. Over the years, we have had many Guests refuse to notify us of any issue at a property because they didn't want to be interrupted by us or a service person coming to fix the issue. However, with such a short rental season in Maine, we can't afford to wait to address issues timely. Many of our properties are miles away hardware stores. We can't afford to have our cleaning staff, who are not necessarily skilled at fixing household issues, show up after 10am on checkout day to find a handwritten list of issues that could have been reported earlier in the stay. We cover a large area of the state of Maine. Leaving us no time to secure supplies or tools necessary to make a repair or resolve the issues before the next Guests arrive at 4pm is just not a common courtesy. REPORT ALL ISSUES AS SOON AS POSSIBLE. Our phones are open 24/7. If you have e-mail access from your rental property, e-mail us at guests@onthewaterinmaine.com. On the Water in Maine Inc. employees and the Property Owner reserve the right to enter the rental properties we offer for rent anytime to investigate disturbances, check occupancy, or provide entrance to service technicians as deemed appropriate. This is standard policy in any hotel or resort in the USA as well. 99.9% of the time, we give at least a 24 hr notice if we are planning to come to the property and only exercise this right as a last option in rare situations. On the Water in Maine Inc. has a separate contract with each Property Owner that requests that Owners do not communicate with Guests directly. If you wish to communicate with the Owner of a property for any reason related to the rental, it must occur through us. Some of our Property Owners desire privacy and of course have retained us so that they don't have to communicate with Guests. If, in a very rare situation, a Guest comes into communication with a Property Owner or vice-versa, both parties should refrain from discussing anything as it relates to the property unless On the Water in Maine is party to those communications. Pleasant conversations about life, weather and nature are encouraged in these situations :) Parking is limited to a set number per property with a maximum of three cars for most properties (ask us if you plan to bring more than 3 cars). Any vehicles parking on lawns or unauthorized areas will be towed. No motor homes, trailers, campers, or boats of ANY KIND are allowed at our Properties without prior permission. We understand some people want to bring a boat and then store the boat trailer at the property. If the property doesn't have space for a trailer, we'll work with you to find an acceptable storage location for your trailer at no extra charge. Talk to us about this in advance. Rental of vacation properties through On the Water in Maine do not include the use of any outbuildings, garages, attics, sheds, basements, or spaces other than the normal living spaces of the property. Although most Property Owners may give Guests access to these spaces to access trash receptacles, circuit breaker panels, or property amenity storage, they are not intended to be available for Guest storage, sleeping, parking, or work spaces. The Property Owner doesn't guarantee the working condition of any 'bonus' amenities at the property such as hot tubs, boats, saunas, deck chairs, grills, or items that are not considered an integral part of the vacation rental experience. However, if something is broken, please let us know so we can try to attend to it. Maine has the second highest percentage of septic system ownership in the country (septic tanks are used in place of being hooked into a city sewer system). Nearly half of all Maine homes, and 90% of all vacation homes in the state, are on a fragile septic system. 93% of our 2012 vacation homes are on a septic system. Many of these systems can be overwhelmed by heavy vacation usage, especially during the 8 busy weeks of summer. Guests renting homes that are on a septic system MUST ensure that only human waste and NOTHING ELSE gets flushed down toilets. Guests also need to ensure they do not drive on lawns as they can conceal a septic leach field. Driving over a septic field can cause upwards of $10,000 in damages. Once you arrive at your Property, you must call 1-800-930-2561 Ext 5 to "check-in". Every effort is made to have each home ready by check-in time, but no guarantee is made as to the exact time occupancy can occur, except that it will be on the day the rental begins. Housekeeping and maintenance personnel must provide services between occupancies for each home in order to prepare the home for incoming Guests. Sometimes, due to unforeseen circumstances, housekeeping and/or maintenance services may not be completed by your 4pm check-in time. This situation rarely occurs, however, we apologize in advance if the is situation happens to you. In this rare occurrence, we'll call you on the cell phone number your provided at time of booking to let you know and often times will send you to the nearest restaurant for drinks on the Property Owner while the cleaning staff finishes up. If a property has a keyed lock (in replacement of no lock or an electronic key pad lock), one key is located at each property either on the kitchen table in an unlocked home, or in a lock-box. We will let you know via the automated map & directions e-mail the location of the key or keys to the property exactly 20 days before you arrive along with the map and directions to the property. Many of our homes now have electronic key pad locks. With those properties, you will be provided a temporary code rather than a key. The code will work for the duration of your stay and then be changed by our cleaning staff after you depart. With properties that have lock boxes, we suggest that during your vacation, if you leave the property, you simply return the key to lock box until you return to limit the opportunities that you may loose it. This also applies to multiple Guests at the same property requesting multiple keys. Again, we issue one key per property, so store the key in the lock box when everyone is out and the house is locked, then the first person to return can retrieve it from the lock box. For check out, please return this key to wherever you found it when you arrived. The charge for a lost key is the cost to re-key the home or for us to make copies and bring a replacement key to you at the property and this can range from $150 to $300. MINIMUM STANDARDS LIST The following items are included in most vacation rentals we offer (we'll let you know if this doesn't apply to your property by specifying it in the listing description for the property on our website): Color TV/DVD with basic cable service (unless otherwise noted in the Property Description), Washer/Dryer (unless otherwise noted in the Property Description), Silverware, Dishes/Cookware, Toaster/Microwave, Coffee Maker, Blender, Kitchen Utensils, Blankets, and Quilts/Shams/Pillows. Additionally, although they may offer more, all our Property Owners have all contractually agreed with us to have at a minimum, the following items in their properties:
You'll want to bring the following items for your stay: Food & Condiments, Baby equipment (unless provided by a specific home or rented through us), Personal Toiletries, Wash Cloths, Beach Towels & Equipment (folding chairs), Laundry Detergent, Specialty Cooking Items, and Non-Stick Pans if quality cooking pans are important to you. Some of the properties we offer are listed on the market for sale and may be shown to prospective buyers. We will indicate this at the bottom of the "Amenity" section of the listing description of the property located on our website, or by e-mail if the Property goes on the market after you book it. Once you are in the vacation property, every attempt will be made to give 24-hours notice and to not interrupt your vacation if a potential buyer requests to view the property during your vacation. DISCLAIMER We have made every effort to ensure our advertising and property information materials are correct, however, On the Water in Maine Inc. does not own any of the properties we offer for rent and we rely upon the Property Owners to ensure they proof-read and edit their listings as well as update us on any changes in advertising to their property right away. On the Water in Maine Inc., and/or anyone working with us, is not responsible for printing errors or changes made by Property Owners in pricing, availability, furnishings, equipment or bedding arrangements. In addition, we are not responsible for anything that may or may not occur on the Property Owners' properties or in conjunction with the rentals. If there are any significant changes made to a property after a Guest books it, such as changing a queen bed to a full bed, removing an amenity such as a kayak, dock, or larger furniture item, then we will contact the Guest as soon as we are made aware of the change to let them know of the change. Otherwise, we update the property listings on our website immediately and then the Guests are responsible for checking the listings before their arrival at the property they rented to review any other updates or changes to the property. LONG-TERM OR EXTENDED STAY RENTALS We offer about 20 of our rental properties, some not listed on our website, as year-round or extended stay rental properties. In some cases, our vacation rentals can be offered long-term as well. Our policies for renting these properties is a little different than some of those noted above. In particular, instead of a 7% processing fee, we charge a 3% application fee on the total rental amount. Additionally, a minimum $800 security deposit is required. Lodging Tax of 7% must be charged unless the purpose of your stay is for educational purposes (such as you are taking a course at the Maine Media Workshops on photography in Rockport), work (such as you are a traveling nurse and you have been sent here for a month to do insurance evaluations), or the property will become your primary residence (such as you are moving to Maine and need to rent a furnished house for a few months while waiting to move into your new house), then you may be subject to exemption from the lodging tax. To become exempt in one of these situations, both you and On the Water in Maine will need to complete the "AFFIDAVIT OF EXEMPTION FOR 28 DAY CONTINUOUS RENTAL AT A HOTEL, ROOMING HOUSE, TOURIST, OR TRAILER CAMP". You can print off and complete that exemption request by clicking HERE. |
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