Welcome to Book and Call (“we”, “us”, or “our”). These Terms and Conditions (“Terms”) explain how you can use our website, www.bookandcall.com, and all related services, such as browsing villas, making reservations, processing payments, and communicating with us (together referred to as the “Services”).
Definitions
- “Owner / Lessor”: Legal owner or authorized property manager.
- “Guest / Tenant / Lessee”: Individual(s) renting the property.
- “Property”: The rented villa, or residence.
- “Agreement”: This rental contract and all attachments.
About Our Services
Book and Call is an online property rental platform that connects travelers (“Guests”) with accommodation partners and property managers (“Owner/Lessor”) who list their villas and holiday homes for rent.
We act as a bridge between both parties — helping you discover villas, complete your booking, and handle payments securely. However, please note that when you confirm a booking, your rental agreement is made directly with the Owner/Lessor, not with us.
Our role is to make the process smooth, transparent, and secure for everyone involved.
Reservation Policy – Priority Confirmation
Holiday accommodation availability is limited and reservations are secured on a priority confirmation basis.
To ensure a seamless booking experience, we recommend confirming your reservation at your earliest convenience while your preferred property remains available.
A reservation is considered confirmed once the deposit payment has been received.
Booking Process
Booking a property on our site is designed to be simple and secure, but it’s important to understand how it works.
1. Making a Booking
When you select a property and enter your details (e.g., number of guests staying-adults, children, and/or infants and their ages), along with check-in and check-out dates. Then we assist you in checking if it’s available, total price, payment summary, what services are included, the security deposit required, and the terms of the rental and any special conditions. Once your booking is approved and your payment goes through, you will get a confirmation email from us. This email acts as your official proof that your booking is confirmed.
2. Changes and Cancellations
You can request changes (such as adjusting your dates or number of guests), but all modifications depend on the lessor’s approval and the property’s availability. If you cancel your booking, the property’s cancellation policy applies. Some may be flexible, while others are non-refundable. Approved refunds will be processed to your original payment method as quickly as possible.
3. No-Shows
If you don’t show up for your stay, your booking will be treated as a no-show and no refund will be issued.
Payment Terms
Depending on the property’s policy, one of the following may apply:
1. Reservation Deposit
- A non-refundable deposit is required to confirm booking: 20% to 50% depending on the booking lead time.
- Deposit must be paid within 24 hours to 5 days of reservation.
2. Balance Payment
- Full rental amount must be paid: 30 days to 60 days prior to arrival.
3. Failure to Pay
- Failure to comply with payment deadlines may result in:
- Automatic cancellation
- Forfeiture of deposit
Security Deposits
All properties require a refundable security deposit to cover potential damages, loss or extra cleaning caused by the guests.
- Typically equivalent to 1-2 months rent (long term) or fixed villa amount (short term). To be paid either cash on arrival or to be paid along with the final rental balance payment.
- Deposit is returned:
- Before guests check-out
- Within 48 hours to 7 days after check-out, subject to deductions
- Deductions may include:
- Property damage
- Missing items
- Excess cleaning or utility charges
Rates
All prices on our website are shown in USD currency and are set by the property owners. They generally include tax, service charge and local tourism tax .
Before you confirm your booking, you’ll see a full breakdown of all costs, so there are no surprises later.
Rental Period & Use
Permitted Use
- Property is strictly for holiday stay use only.
- Commercial use is prohibited unless agreed in writing.
Occupancy Limits
- The number of occupants must not exceed the agreed capacity.
- Violation may result in termination without refund.
Check-in & Check-out
- Standard check-in: 15:00 ( 3 pm)
- Standard check-out: 12:00 (Noon)
- Early check-in / Late check-out request subject to availability and additional fee.
Cancellations and Refunds
Each villa has its own cancellation rules, clearly displayed before booking. In general:
- Standard bookings may charge part of the total depending on when you cancel.
- Non-refundable bookings cannot be canceled or refunded once confirmed.
Guest Obligations & Responsibilities
During your stay:
- Guests must behave in a lawful and respectful manner.
- Treat the property with care.
- Follow the check-in and check-out times provided.
- Avoid hosting unauthorized events or exceeding the guest limit.
- Respect the neighbors and local community, and
- Report any damages or maintenance issues promptly.
Prohibited inside the property:
- Illegal substances
- Fire crackers or fireworks
- Gambling
- Prostitution
- Weapons
If damages or policy violations occur, costs may be deducted from your deposit or billed directly.
Liability
While every reasonable effort and we take great care to ensure that your experience is smooth, Book and Call (“BAC”) shall not be liable for any loss, damage, expense, injury, delay, or inconvenience arising directly or indirectly from:
- Any pandemic, epidemic, public health emergency or force majeure event, including but not limited to acts of God, natural disasters, war, civil unrest, or government actions or restrictions.
- Any accidents, personal injuries, illness, death, loss or damages to persons or property occurring during the stay, howsoever caused;
- Property conditions or issues beyond our control.
- The condition, maintenance, repair, or suitability of the property, including the interruption or failure of utilities, appliances, internet services, or amenities, where such matters are outside BAC’s direct control.
- Weather conditions, natural disasters, or any disruption caused by environmental or external factors.
- The failure of the Guest or any member of the Guest’s party to obtain or maintain valid passports, visas, travel documents, insurance, or other required permits.
- Any delay, cancellation or disruption to travel arrangements, including missed flights, missed connections or transport unavailability.
- Any theft, loss, or damage to personal belongings of the Guest or their party during rental period.
- Any acts, omissions, negligence, or default of the property owner, lessor, third-party service providers, or independent contractors.
- The conduct, behaviour, or negligence of the Guest or any member of the Guest’s party, including failure to comply with the property rules.
Guests are solely responsible for:
- The supervision, safety, and conduct of their children at all times within the property and surrounding areas.
- Ensuring that the property is used in a safe and reasonable manner.
- Maintaining appropriate travel insurance covering cancellations, medical emergencies, personal liability and loss of belongings.
Under no circumstances shall Book and Call (“BAC”) shall not be held liable or accountable for any direct, indirect, incidental, consequential, or special loss or damages arising out of or in connection with the booking or stay. In no event shall Book and Call (“BAC”) be required to provide any refund, payment or compensation of any kind whatsoever beyond the total rental amount.
Access
- Owners or owners representative may access the property:
- For repairs, inspection or emergencies.
- with reasonable notice.
Complaints
In the event that the Guest encounters any issue or dissatisfaction during the Rental period:
- If you experience any issue or have concerns during your stay, you are encouraged to contact on-site staff or Property Manager immediately (within 24 hours). All feedback is welcome and taken seriously. If any issue reported during the stay has not been resolved, the Guest is kindly requested to notify Book and Call (“BAC”) within 48 hours of the initial report, so that further action and support can be provided.
- Allow reasonable time for the on-site staff or Property Manager to investigate and rectify the matter. Every reasonable effort will be made to adress and resolve the matter as quickly and efficiently as possible, with minimal disruption to you.
- While every effort is made to ensure a comfortable and enjoyable stay, effective resolution is best achieved when concerns are communicated during the Rental Period.
- If no complaint or concern is raised during the stay, it will be reasonably understood that the Property and services met the Guest’s expectations.
- Post-departure claims may be limited where no prior opportunity was given to address the matter during occupancy.
Governing Law and Jurisdiction
These Terms are governed by the laws of Thailand.
Contact Us
If you have any questions or need assistance, please reach out to us:
Email: hello@bookandcall.com
Website: www.bookandcall.com
We’re here to help and ensure your stay and booking experience are as smooth as possible.
