ARENAL HEIGHTS VILLAS

GUEST RENTAL AGREEMENT AND PROPERTY USE TERMS

TABLE OF CONTENTS

Welcome 

ARTICLE 1 – PARTIES 

ARTICLE 2 – DEFINITIONS

ARTICLE 3 – ACCEPTANCE OF THIS AGREEMENT 

ARTICLE 4 – RESERVATION CONFIRMATION AND BOOKING REQUIREMENTS 

4.1 Reservation Confirmation
4.2 Reservation Accuracy
4.3 Reservation Holder
4.4 Booking Platforms
4.5 Reservation Modifications
4.6 Right to Refuse Reservations

ARTICLE 5 – PAYMENT TERMS

5.1 Reservation Price
5.2 Failure to Pay
5.3 Accepted Payment Methods
5.4 Currency
5.5 Fraud Prevention
5.6 Chargebacks
5.7 Administrative Costs

ARTICLE 6 – SECURITY DEPOSIT, DAMAGE AUTHORIZATION, AND INCIDENTAL CHARGES 

ARTICLE 7 – GOVERNMENT IDENTIFICATION, GUEST VERIFICATION, AND REGULATORY COMPLIANCE 

7.1 Identification Requirement
7.2 Reservations Through Authorized Booking Partners
7.3 Identity Verification
7.4 Guest Registration
7.5 Regulatory Compliance
7.6 Refusal to Provide Required Information

ARTICLE 8 – OCCUPANCY, RESPONSIBLE GUEST, AND VISITORS

8.1 Primary Guest Responsibility
8.2 Maximum Occupancy
8.3 Registered Occupants Only
8.4 Visitors
8.5 Children
8.6 Infants and Children
8.7 Unauthorized Occupancy

ARTICLE 9 – GOOD NEIGHBOR POLICY 

ARTICLE 10 – QUIET HOURS 

ARTICLE 11 – SMOKING, VAPING, AIR QUALITY, AND FIRE SAFETY

11.1 Smoke-Free Property
11.2 Smoke Damage
11.3 Fire Safety
11.4 Tampering with Safety Equipment

ARTICLE 12 – ALCOHOL, DRUGS, ILLEGAL ACTIVITIES, AND WEAPONS

12.1 Responsible Consumption
12.2 Illegal Drugs
12.3 Criminal Activity
12.4 Weapons

ARTICLE 13 – PETS AND SERVICE ANIMALS

13.1 General Policy
13.2 Pet Approval
13.3 Guest Responsibilities
13.4 Service Animals
13.5 Emotional Support Animals
13.6 Damage Caused by Animals

ARTICLE 14 – EVENTS, GATHERINGS, COMMERCIAL ACTIVITIES, AND PHOTOGRAPHY 

14.1 Private Vacation Use
14.2 Commercial Activities
14.3 Professional Photography

ARTICLE 15 – PARKING, VEHICLES, AND ELECTRIC VEHICLE CHARGING 

15.1 Parking Allocation
15.2 Vehicle Responsibility
15.3 Electric Vehicle Charging

ARTICLE 16 – PROPERTY SECURITY, ACCESS CONTROL, AND SMART HOME SYSTEMS 

16.1 Property Security
16.2 Exterior Surveillance Cameras
16.3 Lockboxes and Access Devices
16.4 Smart Home Systems
16.5 Property Security Responsibilities

ARTICLE 17 – SWIMMING POOL, JACUZZI, AND OUTDOOR AMENITY SAFETY

17.1 Assumption of Risk
17.2 No Lifeguard
17.3 Jacuzzi Use
17.4 Glass Containers
17.5 Running and Horseplay
17.6 Outdoor Furniture
17.7 Limitation of Responsibility

ARTICLE 18 – TROPICAL ENVIRONMENT, WILDLIFE, AND NATURAL CONDITIONS 

18.1 Tropical Environment
18.2 Wildlife
18.3 Weather
18.4 Tropical Conditions

ARTICLE 19 – HOUSEKEEPING SERVICES 

19.1 Complimentary Housekeeping
19.2 Scope of Service
19.3 Guest Cooperation
19.4 Additional Housekeeping

ARTICLE 20 – MAINTENANCE, REPAIRS, AND RIGHT OF ENTRY 

20.1 Maintenance Requests
20.2 Right to Repair
20.3 Right of Entry
20.4 Temporary Interruptions
20.5 No Guarantee of Continuous Operation

ARTICLE 21 – CHECK-IN PROCEDURES

21.1 Standard Check-In Time
21.2 Early Check-In
21.3 Arrival Instructions
21.4 Identity Verification Prior to Check-In
21.5 Failure to Check In

ARTICLE 22 – CHECK-OUT PROCEDURES

22.1 Standard Check-Out Time
22.2 Departure Responsibilities
22.3 Forgotten Property
22.4 Late Check-Out
22.5 Failure to Vacate

ARTICLE 23 – GUEST RESPONSIBILITIES DURING OCCUPANCY 

ARTICLE 24 – DAMAGES, MISSING ITEMS, AND ADDITIONAL CHARGES 

24.1 Responsibility for Damage
24.2 Normal Wear and Tear
24.3 Reported Damage
24.4 Additional Charges
24.5 Damage Assessment

ARTICLE 25 – LOST KEYS, ACCESS DEVICES, AND SECURITY EQUIPMENT

25.1 Company Property
25.2 Guest Responsibility
25.3 Lost Access Devices
25.4 Replacement Costs
25.5 Security Equipment

ARTICLE 26 – UTILITIES, INTERNET SERVICES, SMART SYSTEMS, AND ESSENTIAL SERVICES 

26.1 Utilities
26.2 Internet Service
26.3 Smart Systems
26.4 Utility Interruptions
26.5 Energy Conservation

ARTICLE 27 – CONSTRUCTION, EXTERNAL CONDITIONS, NATURAL EVENTS, AND FORCE MAJEURE 

27.1 External Conditions
27.2 Scenic Views
27.3 Force Majeure

ARTICLE 28 – PERSONAL PROPERTY, VALUABLES, AND LIMITATION OF RESPONSIBILITY 

28.1 Personal Property
28.2 Lost or Stolen Property
28.3 Safe Use
28.4 Forgotten Property

ARTICLE 29 – CONCIERGE SERVICES AND THIRD-PARTY PROVIDERS 

29.1 Complimentary Concierge Services
29.2 Independent Providers
29.3 Reservations Made Through Concierge
29.4 Third-Party Liability
29.5 Travel Insurance

ARTICLE 30 – CANCELLATION, REFUNDS, AND RESERVATION CHANGES

30.1 Applicable Cancellation Policy
30.2 No-Shows
30.3 Early Departure
30.4 Reservation Modifications
30.5 Refund Processing

ARTICLE 31 – LIMITATION OF LIABILITY 

31.1 General Limitation
31.2 Assumption of Ordinary Risks
31.3 Health and Medical Conditions
31.4 Emergency Services
31.5 Maximum Liability

ARTICLE 32 – GUEST INDEMNIFICATION

ARTICLE 33 – PRIVACY, PERSONAL DATA, AND COMMUNICATIONS 

33.1 Collection of Personal Information
33.2 Data Protection
33.3 Use of Information
33.4 Electronic Communications

ARTICLE 34 – ELECTRONIC ACCEPTANCE

ARTICLE 35 – GOVERNING LAW, DISPUTE RESOLUTION, AND GENERAL PROVISIONS 

35.1 Governing Law
35.2 Good Faith Resolution
35.3 Severability
35.4 Waiver
35.5 Assignment
35.6 Headings
35.7 Survival

ARTICLE 36 – ENTIRE AGREEMENT, ACKNOWLEDGMENT, AND ACCEPTANCE 

SIGNATURE PAGE 

APPENDICES

Appendix A – House Rules

Appendix B – Pool & Jacuzzi Safety Rules

Appendix C – Pet & Service Animal Policy 

Appendix D – Privacy Notice 

Appendix E – Emergency Information & Natural Hazard Advisory

Appendix F – Damage, Replacement & Administrative Fee Schedule

Appendix G – Concierge Services Disclaimer

Appendix H – Check-Out Checklist 

ARENAL HEIGHTS VILLAS

GUEST RENTAL AGREEMENT AND PROPERTY USE TERMS

Effective Date: July 15th, 2026.

Governing Law: Republic of Costa Rica

Welcome to Arenal Heights Villas.

Our mission is to provide every guest with an exceptional experience that combines luxury accommodations, personalized hospitality, and the natural beauty of Costa Rica. To protect both our guests and our property, this Guest Rental Agreement and Property Use Terms ("Agreement") establishes the terms governing every reservation and occupancy at Arenal Heights Villas.

This Agreement has been carefully prepared to clearly define the rights, responsibilities, and expectations of both parties before, during, and after each stay. It is intended to create a transparent relationship, minimize misunderstandings, and ensure a safe, comfortable, and enjoyable experience for all guests.

By confirming a reservation, submitting payment, checking in, occupying the Property, or otherwise accessing the Property, the Guest acknowledges that they have read, understood, and accepted this Agreement in its entirety.

This Agreement applies equally to reservations made directly with Arenal Heights Villas and to reservations made through third-party booking platforms, including but not limited to Airbnb, VRBO, Booking.com, Expedia, travel agencies, tour operators, destination management companies (DMCs), corporate travel providers, and any other authorized booking channel. Where the booking platform imposes mandatory consumer terms that conflict with this Agreement, those mandatory provisions shall apply only to the extent required by applicable law or the policies of the respective platform.

ARTICLE 1

PARTIES

This Guest Rental Agreement and Property Use Terms ("Agreement") is entered into between:

Arenal Heights Villas, a hospitality and vacation rental business operating private luxury villas in La Fortuna de San Carlos, Alajuela, Costa Rica, represented for all legal purposes by Diego Blanco, acting in his capacity as Legal Representative, hereinafter referred to as the "Host," "Company," or "Arenal Heights Villas."

and

The individual completing the reservation and accepting this Agreement, together with every individual occupying or otherwise entering the Property under that reservation, hereinafter collectively referred to as the "Guest."

The Guest confirms that they are legally authorized to enter into this Agreement on behalf of themselves and every member of their traveling party.

The individual whose name appears on the reservation shall be considered the Primary Guest and shall remain fully responsible for ensuring that every occupant, visitor, invitee, contractor, or service provider entering the Property complies with this Agreement throughout the reservation period.

ARTICLE 2

DEFINITIONS

For purposes of this Agreement, the following definitions shall apply:

Agreement means this Guest Rental Agreement and Property Use Terms, including all schedules, appendices, policies, house rules, safety notices, and any written amendments issued by Arenal Heights Villas.

Property means the villa, studio, residence, outdoor areas, private pool, jacuzzi, gardens, parking spaces, equipment, furnishings, appliances, and all amenities included within the confirmed reservation.

Reservation means the confirmed booking made through Arenal Heights Villas or through an authorized third-party booking platform.

Primary Guest means the individual responsible for the reservation and all financial and contractual obligations arising under this Agreement.

Occupants means every person authorized to remain overnight at the Property.

Visitors means persons temporarily entering the Property who are not registered as overnight occupants.

House Rules means the operational and behavioral policies issued by Arenal Heights Villas and incorporated into this Agreement.

Force Majeure Event means any event beyond the reasonable control of Arenal Heights Villas, including but not limited to natural disasters, volcanic activity, earthquakes, floods, hurricanes, tropical storms, pandemics, governmental actions, utility failures, labor disputes, road closures, or other extraordinary events.

Business Days means Monday through Friday, excluding Costa Rican public holidays.

Unless the context clearly requires otherwise:

• Singular terms include the plural.
• Plural terms include the singular.
• References to one gender include all genders.
• Headings are included solely for convenience and shall not affect interpretation.

ARTICLE 3

ACCEPTANCE OF THIS AGREEMENT

This Agreement constitutes a legally binding contract between the Guest and Arenal Heights Villas.

Acceptance occurs automatically upon the earliest of the following events:

• Confirmation of a reservation;
• Payment of any portion of the reservation amount;
• Acceptance through an online booking platform;
• Electronic acceptance through any digital communication;
• Receipt of check-in instructions;
• Entry onto the Property;
• Occupancy of the Property by any member of the Guest's party.

The Guest acknowledges that no handwritten signature is required for this Agreement to become fully enforceable.

Electronic communications, emails, digital acknowledgments, online confirmations, messaging platform confirmations, and occupancy of the Property shall constitute valid evidence of acceptance.

If the Primary Guest makes the reservation on behalf of additional occupants, the Primary Guest represents and warrants that they have authority to accept this Agreement on behalf of every member of the traveling party.

Every occupant shall be deemed bound by this Agreement regardless of whether they personally executed or reviewed the document.

ARTICLE 4

RESERVATION CONFIRMATION AND BOOKING REQUIREMENTS

4.1 Reservation Confirmation

A reservation shall be considered confirmed only after Arenal Heights Villas has received:

(a) a completed reservation request;

(b) all required guest information;

(c) any applicable identification documents;

(d) the required reservation payment in accordance with Article 5;

and

(e) written confirmation issued by Arenal Heights Villas or its authorized booking platform.

Until all of the foregoing requirements have been satisfied, Arenal Heights Villas reserves the right to decline, suspend, or cancel any reservation without liability.

4.2 Reservation Accuracy

The Primary Guest represents and warrants that all information provided during the reservation process is complete, accurate, and truthful.

This includes, but is not limited to:

• legal name;
• residential address;
• email address;
• telephone number;
• nationality;
• number of occupants;
• ages of children when requested;
• payment information;
• expected arrival and departure times.

Providing false, misleading, or incomplete information constitutes a material breach of this Agreement and may result in cancellation of the reservation without refund.

4.3 Reservation Holder

Only the Primary Guest identified in the reservation shall possess contractual rights under this Agreement.

Reservations are personal and non-transferable unless expressly authorized in writing by Arenal Heights Villas.

The Primary Guest may not sell, assign, transfer, advertise, or otherwise redistribute the reservation without prior written approval.

4.4 Booking Platforms

Reservations may be accepted through:

• Arenal Heights Villas, the official website;
• Airbnb;
• VRBO;
• Booking.com;
• Expedia;
• authorized travel agencies;
• destination management companies (DMCs);
• tour operators;
• corporate travel partners;
• or any other booking channel approved by Arenal Heights Villas.

Where a reservation is made through a third-party booking platform, the Guest remains fully bound by this Agreement.

If mandatory provisions imposed by the booking platform or applicable consumer protection laws conflict with this Agreement, those mandatory provisions shall prevail only to the extent legally required.

4.5 Reservation Modifications

Any request to modify a reservation, including changes to:

• arrival dates;
• departure dates;
• number of occupants;
• villa assignment;
• promotional rates;
• or additional services,

shall be subject to:

• availability;
• applicable pricing;
• minimum stay requirements;
• cancellation policies;
• and written approval by Arenal Heights Villas.

Approval of one modification shall not obligate Arenal Heights Villas to approve future requests.

4.6 Right to Refuse Reservations

Arenal Heights Villas reserves the right, to the fullest extent permitted by law, to refuse, decline, or cancel any reservation when reasonably necessary to protect:

• the Property;
• neighboring properties;
• employees;
• contractors;
• other guests;
• or the legitimate business interests of Arenal Heights Villas.

Examples include, but are not limited to:

• fraudulent reservations;
• chargeback abuse;
• identity verification failures;
• suspected criminal activity;
• previous material violations of guest policies;
• abusive or threatening conduct;
• attempts to exceed maximum occupancy;
• unauthorized events;
• commercial activities;
• or violations of applicable law.

Such determinations shall be made in good faith and shall not constitute unlawful discrimination.

ARTICLE 5

PAYMENT TERMS

5.1 Reservation Price

The total reservation amount shall consist of the rates, taxes, fees, and optional services identified during the reservation process.

Applicable governmental taxes shall be charged in accordance with Costa Rican law.

5.2 Failure to Pay

Failure to make any required payment by its due date shall constitute a material default under this Agreement.

Arenal Heights Villas may, at its sole discretion:

• suspend the reservation;
• cancel the reservation;
• release the reserved dates;
• retain applicable cancellation charges;
• deny access to the Property.

No obligation exists to provide reminder notices prior to cancellation.

5.3 Accepted Payment Methods

Payments may be accepted through approved payment processors, including:

• major credit cards;
• debit cards;
• bank transfers;
• online payment gateways;
• booking platform payment systems;
• or other payment methods approved by Arenal Heights Villas.

Acceptance of a payment method shall not constitute acceptance of the reservation until payment has successfully cleared.

5.4 Currency

Unless otherwise specified, all prices are expressed in United States Dollars (USD).

If payment is made in another currency, any exchange rate differences, banking charges, or payment processor fees shall be the responsibility of the Guest.

5.5 Fraud Prevention

Arenal Heights Villas reserves the right to request additional documentation to verify:

• identity;
• ownership of payment instruments;
• billing address;
• residency;
• or any other information reasonably necessary to prevent fraud.

Failure to provide satisfactory verification may result in immediate cancellation of the reservation.

5.6 Chargebacks

The Guest agrees not to initiate a payment dispute or chargeback for charges that are valid under this Agreement.

Prior to disputing any charge with a financial institution, the Guest agrees to notify Arenal Heights Villas in writing and allow a reasonable opportunity to investigate and resolve the matter.

Nothing in this provision limits any non-waivable rights available to consumers under applicable law, but it is intended to encourage good-faith resolution before formal payment disputes are initiated.

5.7 Administrative Costs

If a payment is declined, reversed, or returned due to insufficient funds, unauthorized transactions, banking errors attributable to the Guest, or chargeback proceedings ultimately resolved in favor of Arenal Heights Villas, the Guest shall remain responsible for any reasonable administrative costs, banking fees, or merchant processing charges actually incurred by Arenal Heights Villas in connection with recovering the amounts due.

ARTICLE 6

SECURITY DEPOSIT, DAMAGE AUTHORIZATION, AND INCIDENTAL CHARGES

Rather than requiring a traditional refundable security deposit for every reservation, Arenal Heights Villas may, depending on the booking channel or reservation type, rely on a valid payment method to recover documented damages, excessive cleaning costs, missing items, policy violations, or other authorized incidental charges under this Agreement.

The Guest authorizes Arenal Heights Villas to charge the payment method associated with the reservation only for amounts supported by reasonable documentation, such as photographs, invoices, receipts, repair estimates, or replacement costs, after providing notice to the Primary Guest. Whenever practical, the Guest will be given an opportunity to respond before such charges are finalized, except where immediate action is reasonably necessary to protect the Property or comply with legal obligations.

Normal wear and tear shall never be considered damage.

Documented damages may include, without limitation:

• broken furniture or appliances;
• damaged pool or jacuzzi equipment;
• damaged electronic devices or smart-home systems;
• lost or unreturned keys, gate remotes, or access devices;
• excessive cleaning beyond normal housekeeping standards;
• unauthorized smoking remediation;
• unauthorized pets;
• removal or theft of property;
• misuse of amenities;
• violations resulting in fines imposed by governmental authorities or the homeowners' association that are directly attributable to the Guest or Occupants.

No charge shall exceed the reasonable cost actually incurred to repair, replace, restore, or remediate the documented damage, together with any applicable taxes.

ARTICLE 7

GOVERNMENT IDENTIFICATION, GUEST VERIFICATION, AND REGULATORY COMPLIANCE

7.1 Identification Requirement

In accordance with the Company's security policies, hospitality standards, and the applicable laws and regulations of the Republic of Costa Rica, the Primary Guest shall provide valid government-issued identification prior to receiving access to the Property, unless otherwise provided in Section 7.2 of this Agreement.

Acceptable forms of identification include:

• Passport (for foreign nationals);
• Costa Rican National Identification Card (Cédula de Identidad);
• DIMEX or other residency identification issued by the Government of Costa Rica;
• Any other government-issued identification reasonably accepted by the Company.

The Company reserves the right to request identification from any Occupant whenever reasonably necessary to verify identity, ensure the security of the Property, comply with applicable law, satisfy community or homeowners' association requirements, or fulfill legitimate operational or fraud-prevention purposes.

7.2 Reservations Through Authorized Booking Partners

For reservations made through Airbnb, VRBO, Booking.com, Expedia, authorized travel agencies, destination management companies (DMCs), tour operators, corporate travel partners, or any other booking channel or distribution partner approved by the Company (collectively, the "Authorized Booking Partners"), the Company may rely upon the identity verification, guest registration, and electronic acceptance procedures completed through the applicable Authorized Booking Partner.

Accordingly, the Company may waive the requirement to collect additional government-issued identification or obtain a separately executed copy of this Agreement, as such documentation, guest verification, and acceptance of applicable booking terms are generally completed through the Company's trusted Authorized Booking Partners prior to confirmation of the reservation.

Notwithstanding the foregoing, the Company reserves the right to request additional identification documents, guest information, signed acknowledgments, or any other documentation whenever reasonably necessary to:

• comply with applicable laws or governmental regulations;
• satisfy community, condominium, or homeowners' association requirements;
• comply with immigration or hospitality registration obligations;
• verify identity;
• prevent fraud or unauthorized use of payment methods;
• protect the Property;
• ensure the safety and security of Guests, employees, contractors, or neighboring properties; or
• fulfill any other legitimate operational or business purpose.

By completing a reservation through an Authorized Booking Partner, the Primary Guest acknowledges and agrees that the electronic acceptance of the reservation, together with the applicable terms and conditions of the Authorized Booking Partner, shall constitute valid acceptance of this Agreement to the fullest extent permitted by applicable law.

In the event of any conflict between this Agreement and any mandatory provisions imposed by an Authorized Booking Partner or applicable law, such mandatory provisions shall prevail only to the extent legally required.

7.3 Identity Verification

The Company may utilize manual or electronic identity verification procedures before, during, or after confirmation of the reservation.

Such procedures may include, without limitation:

• matching reservation information with government-issued identification;
• payment verification;
• confirmation of contact information;
• fraud-prevention screening;
• verification through Authorized Booking Partners;
• verification through secure third-party identity verification providers, where applicable.

Failure or refusal to complete any reasonably requested identity verification process may result in cancellation of the reservation, refusal of check-in, or termination of this Agreement, subject to any mandatory rights afforded under applicable law.

7.4 Guest Registration

The Primary Guest shall provide complete and accurate information for all Occupants whenever reasonably requested by the Company and, in any event, prior to arrival if required for operational or legal purposes.

Requested information may include:

• full legal name;
• nationality;
• date of birth or age;
• email address;
• telephone number;
• estimated arrival time;
• vehicle information, including license plate numbers where required;
• emergency contact information;
• any additional information reasonably necessary to comply with applicable law or community access requirements.

The Primary Guest represents and warrants that all information provided is true, accurate, and complete.

Providing false, misleading, or incomplete information constitutes a material breach of this Agreement.

7.5 Regulatory Compliance

The Guest acknowledges that accommodation providers in the Republic of Costa Rica may be required to collect, verify, maintain, and, where legally required, disclose guest registration information to governmental authorities or other competent entities.

The Guest agrees to cooperate fully with all lawful registration, identification, immigration, security, and reporting requirements and authorizes the Company to collect, process, verify, retain, and disclose such information to the extent required by applicable law or competent governmental authority.

All personal information shall be handled in accordance with the Company's Privacy Notice and applicable Costa Rican data protection legislation.

7.6 Refusal to Provide Required Information

If the Primary Guest refuses or fails to provide identification, guest registration information, or other documentation reasonably requested under this Article, the Company may, to the extent permitted by applicable law:

• refuse check-in;
• suspend access to the Property;
• cancel the reservation;
• terminate this Agreement; or
• deny occupancy until the requested information has been satisfactorily provided.

The exercise of these rights shall not constitute a breach of this Agreement by the Company, provided such actions are taken in good faith and in accordance with applicable law.

ARTICLE 8

OCCUPANCY, RESPONSIBLE GUEST, AND VISITORS

8.1 Primary Guest Responsibility

The Primary Guest shall remain legally and financially responsible for:

• all Occupants;
• all Visitors;
• any invitees;
• contractors authorized by the Guest;
• service providers invited by the Guest;
• minors under their supervision;
• and any person entering the Property under the Guest's authorization.

Any violation of this Agreement by any such person shall be deemed a violation by the Primary Guest.

8.2 Maximum Occupancy

The maximum overnight occupancy of each Property is established according to:

• villa type;
• local regulations;
• fire safety requirements;
• insurance limitations;
• operational policies.

Under no circumstances may overnight occupancy exceed the confirmed reservation.

Unauthorized overnight guests constitute a material breach of this Agreement.

8.3 Registered Occupants Only

Only registered Occupants identified in the reservation shall remain overnight at the Property.

The Company reserves the right to request identification from any person occupying the Property.

8.4 Visitors

Visitors who are not registered Occupants may enter the Property only with prior authorization from the Company when required by operational policies.

Visitors:

• shall not remain overnight;
• shall comply with this Agreement;
• shall respect community rules;
• remain under the complete responsibility of the Primary Guest.

The Company reserves the right to limit or deny visitor access whenever necessary to protect:

• the Property;
• neighboring properties;
• community regulations;
• safety;
• security.

8.5 Children

Parents and legal guardians acknowledge that the Property contains features that may present hazards to children, including:

• swimming pools;
• heated jacuzzis;
• stairs;
• balconies;
• terraces;
• outdoor kitchens;
• barbecue equipment;
• parking areas;
• landscaped gardens;
• and natural terrain.

Children shall be supervised by a responsible adult at all times.

The Company does not provide childproofing services unless expressly agreed in writing.

8.6 Infants and Children

Infants and children count toward maximum occupancy unless expressly stated otherwise in the reservation confirmation.

The Company does not guarantee the availability of:

• cribs;
• highchairs;
• safety gates;
• playpens;
• childproof locks;
• or similar equipment,

unless specifically reserved and confirmed in writing.

8.7 Unauthorized Occupancy

If unauthorized persons occupy the Property, the Company may, at its sole discretion:

• require immediate removal of unauthorized persons;
• charge additional occupancy fees where permitted;
• terminate the reservation;
• require immediate departure of all Occupants;
• seek compensation for resulting damages.

ARTICLE 9

GOOD NEIGHBOR POLICY

The Company is committed to maintaining respectful relationships with neighboring residents, local businesses, and the surrounding community.

Accordingly, every Occupant agrees to conduct themselves in a manner that preserves the peaceful enjoyment of neighboring properties.

Guests shall not engage in conduct that:

• creates excessive noise;
• interferes with neighboring properties;
• obstructs roads or driveways;
• damages community property;
• violates homeowners' association rules;
• results in police intervention;
• disturbs wildlife;
• creates unsafe conditions.

The Property shall never be used for activities inconsistent with its intended purpose as a private luxury vacation residence.

The Company reserves the right to investigate complaints received from:

• neighbors;
• security personnel;
• homeowners' associations;
• governmental authorities;
• or law enforcement.

Substantiated violations of this Article may constitute grounds for immediate termination of the reservation.

ARTICLE 10

QUIET HOURS

To preserve the peaceful character of the residential community, Quiet Hours shall be observed daily between 10:00 p.m. and 7:00 a.m., unless stricter community regulations apply.

During Quiet Hours, Guests shall refrain from any activity that may be heard outside the boundaries of the Property, including, but not limited to:

• amplified music;
• shouting or loud conversations;
• parties or gatherings;
• excessive use of outdoor amenities;
• loud televisions or speakers;
• fireworks;
• unnecessary vehicle noise;
• any other conduct that may disturb neighboring residents or guests.

Guests shall also comply with any reasonable request from the Company, community security personnel, or local authorities to reduce noise levels outside Quiet Hours when their activities are unreasonably disturbing others.

Repeated, serious, or intentional violations of the Quiet Hours policy may result in warnings, additional charges where legally permitted, removal of unauthorized visitors, or immediate termination of the reservation without refund.

continue with the additonal sections

ARTICLE 11

SMOKING, VAPING, AIR QUALITY, AND FIRE SAFETY

11.1 Smoke-Free Property

Arenal Heights Villas is committed to providing a clean, healthy, and comfortable environment for all guests.

Smoking, vaping, the use of electronic cigarettes, cigars, pipes, cannabis, hookahs, or any similar products is strictly prohibited inside all buildings, including:

• bedrooms;
• bathrooms;
• kitchens;
• living areas;
• balconies;
• covered terraces;
• garages;
• storage areas; and
• any enclosed portion of the Property.

Smoking is only permitted in designated outdoor areas, if any, and only when it does not create a nuisance to neighboring properties or violate applicable laws or community regulations.

11.2 Smoke Damage

The Guest acknowledges that smoke odors and residue may require specialized cleaning and remediation.

If evidence of unauthorized smoking is found, the Company may charge the actual and reasonable cost of:

• odor removal;
• deep cleaning;
• upholstery cleaning;
• linen replacement;
• repainting;
• ozone treatment;
• temporary loss of rental income when directly caused by remediation.

11.3 Fire Safety

Guests shall exercise reasonable care when using:

• barbecue equipment;
• outdoor cooking appliances;
• candles;
• incense;
• fireplaces (where applicable).

Open flames shall never be left unattended.

Fireworks, sky lanterns, explosives, or similar devices are strictly prohibited.

11.4 Tampering with Safety Equipment

Guests shall not disable, remove, cover, alter, or interfere with:

• smoke detectors;
• carbon monoxide detectors;
• fire extinguishers;
• emergency lighting;
• security systems;
• electrical equipment;
• pool safety devices.

Tampering with safety equipment constitutes a material breach of this Agreement.

ARTICLE 12

ALCOHOL, DRUGS, ILLEGAL ACTIVITIES, AND WEAPONS

12.1 Responsible Consumption

Alcohol may be consumed responsibly by adults of legal drinking age.

Guests remain fully responsible for their conduct while consuming alcoholic beverages.

12.2 Illegal Drugs

The possession, use, manufacture, distribution, or sale of illegal drugs or controlled substances prohibited under Costa Rican law is strictly forbidden.

Violation of this Article may result in:

• immediate eviction;
• notification of law enforcement;
• cancellation of the reservation;
• liability for resulting damages.

12.3 Criminal Activity

The Property shall never be used for:

• prostitution;
• human trafficking;
• gambling prohibited by law;
• money laundering;
• fraud;
• cybercrime;
• identity theft;
• illegal downloading or distribution of copyrighted materials;
• or any criminal activity.

The Company reserves the right to cooperate fully with governmental authorities investigating alleged criminal activity.

12.4 Weapons

Firearms, explosives, hazardous chemicals, and other dangerous weapons are prohibited on the Property unless possession is expressly authorized under Costa Rican law and previously approved in writing by the Company.

ARTICLE 13

PETS AND SERVICE ANIMALS

13.1 General Policy

Pets are permitted only when expressly approved in writing before arrival.

Approval for one reservation does not constitute approval for future reservations.

13.2 Pet Approval

When requesting approval, the Guest shall provide:

• breed;
• approximate weight;
• age;
• photograph;
• vaccination status if requested.

The Company reserves the right to decline any pet that may reasonably present safety, hygiene, or operational concerns.

13.3 Guest Responsibilities

Approved pets shall:

• remain under control at all times;
• never be left unattended unless safely crated;
• not disturb neighboring properties;
• not enter swimming pools or jacuzzis;
• not damage furniture or landscaping.

Guests shall immediately clean up after their pets.

13.4 Service Animals

The Company welcomes bona fide service animals in accordance with applicable law.

Guests traveling with a service animal shall notify the Company prior to arrival and provide all documentation reasonably requested by the Company to verify that the animal qualifies as a service animal under applicable law.

Such documentation may include, where legally permissible:

• proof that the animal has been individually trained to perform specific tasks or work directly related to the handler's disability;
• identification or certification issued by a recognized service animal organization, training institution, or competent authority, where available;
• current vaccination and health records, if reasonably required for health or community regulations; and
• any additional documentation reasonably necessary to comply with applicable laws, community regulations, or the Company's security and operational requirements.

The Company reserves the right to request additional information reasonably necessary to verify the status of the service animal and to ensure compliance with applicable law.

Any service animal must remain under the control of its handler at all times, shall not pose a direct threat to the health or safety of others, and shall not cause substantial damage to the Property. The Primary Guest shall remain responsible for any damage caused by the service animal, except where recovery is prohibited by applicable law.

If the required documentation is not provided, or if the animal does not qualify as a service animal under applicable law, the Company may apply its standard Pet Policy or deny the animal access to the Property, to the extent permitted by applicable law.

13.5 Emotional Support Animals

Emotional support animals, therapy animals, comfort animals, or companion animals shall not be considered service animals unless applicable law requires otherwise.

They shall be treated under the Company's standard pet policy.

13.6 Damage Caused by Animals

The Guest remains financially responsible for any damage, excessive cleaning, or remediation required as a result of an approved pet or service animal, except to the extent prohibited by applicable law.

ARTICLE 14

EVENTS, GATHERINGS, COMMERCIAL ACTIVITIES, AND PHOTOGRAPHY

14.1 Private Vacation Use

The Property is intended exclusively for private vacation accommodation.

Unless previously approved in writing, the following activities are prohibited:

• parties;
• weddings;
• receptions;
• birthday celebrations;
• corporate events;
• retreats;
• classes;
• workshops;
• ticketed events;
• public gatherings.

14.2 Commercial Activities

The Property shall not be used for commercial purposes, including:

• filming;
• photography sessions;
• advertising;
• influencer campaigns;
• product launches;
• promotional events;
• business operations.

Written approval may be granted on a case-by-case basis.

Additional fees may apply.

14.3 Professional Photography

Professional photography, videography, drone photography, and commercial content creation require prior written authorization.

The Company reserves the right to establish location restrictions, insurance requirements, scheduling limitations, and commercial licensing fees.

ARTICLE 15

PARKING, VEHICLES, AND ELECTRIC VEHICLE CHARGING

15.1 Parking Allocation

Each villa includes one (1) or two (2) private parking spaces, unless otherwise stated in the reservation confirmation.

Guests shall park only in their designated spaces and shall not obstruct neighboring driveways, emergency access routes, or common areas.

15.2 Vehicle Responsibility

Vehicles are parked at the Guest's own risk.

The Company shall not be responsible for theft, vandalism, weather-related damage, falling branches, or damage caused by third parties, except where required by applicable law.

15.3 Electric Vehicle Charging

Charging electric vehicles using standard household outlets or extension cords is prohibited unless the Property is specifically equipped for such use and prior written authorization has been obtained from the Company.

Unauthorized charging that results in electrical damage, increased utility costs, or safety hazards shall be the financial responsibility of the Guest.

ARTICLE 16

PROPERTY SECURITY, ACCESS CONTROL, AND SMART HOME SYSTEMS

16.1 Property Security

The Company has implemented security measures designed to promote the safety of Guests and the protection of the Property. These measures may include gated access, exterior surveillance cameras, lockboxes, smart access systems, exterior lighting, and other security features.

No security system is intended to guarantee absolute protection against theft, loss, personal injury, or criminal activity.

Guests remain responsible for exercising reasonable care in safeguarding themselves, their belongings, and the Property throughout their stay.

16.2 Exterior Surveillance Cameras

Certain exterior areas of the Property may be monitored by security cameras for legitimate security and property protection purposes.

Exterior cameras may monitor areas such as:

• vehicle entrances;
• parking areas;
• exterior gates;
• front entrances;
• driveways;
• perimeter areas.

No cameras are installed inside any interior living space or in any area where Guests have a reasonable expectation of privacy, including bedrooms, bathrooms, or interior living areas.

Guests acknowledge and consent to the presence of these exterior security cameras while occupying the Property.

16.3 Lockboxes and Access Devices

The Company may provide access through one or more of the following:

• lockboxes;
• electronic locks;
• smart locks;
• gate remotes;
• access cards;
• digital access codes.

Guests shall not:

• duplicate keys;
• duplicate access devices;
• share access codes with unauthorized persons;
• tamper with electronic locks;
• alter security settings.

Access credentials remain the exclusive property of the Company.

16.4 Smart Home Systems

Certain Properties include smart-home technologies designed to improve energy efficiency, operational reliability, and guest comfort.

These systems may include:

• smart electrical controls;
• automated lighting;
• key-card energy management systems;
• internet-connected devices;
• remote monitoring of building systems;
• pool and jacuzzi equipment.

Guests shall not disconnect, bypass, modify, or interfere with any smart-home equipment.

The Company reserves the right to remotely monitor system performance solely for operational, maintenance, and security purposes. Such monitoring shall not include audio recording or monitoring of private guest activities.

16.5 Property Security Responsibilities

Whenever leaving the Property, Guests shall use reasonable care to:

• close and lock all exterior doors;
• secure windows when appropriate;
• return access devices to their designated locations;
• protect access credentials from unauthorized use.

The Company shall not be responsible for losses resulting from a Guest's failure to properly secure the Property.

ARTICLE 17

SWIMMING POOL, JACUZZI, AND OUTDOOR AMENITY SAFETY

17.1 Assumption of Risk

The Property includes amenities intended for recreational enjoyment, including but not limited to swimming pools, heated jacuzzis, terraces, balconies, gardens, barbecue areas, outdoor furniture, and landscaped spaces.

The Guest acknowledges that the use of these amenities involves inherent risks that cannot be completely eliminated.

By using these amenities, each Guest voluntarily assumes all ordinary risks associated with their use.

17.2 No Lifeguard

No lifeguard or pool attendant is provided.

Guests use the swimming pool entirely at their own risk.

Children and individuals unable to swim shall never use the pool without continuous adult supervision.

17.3 Jacuzzi Use

The heated jacuzzi is intended solely for recreational use.

Guests shall use reasonable care and follow all operating instructions provided by the Company.

Pregnant individuals and persons with cardiovascular conditions, high blood pressure, epilepsy, or other medical concerns should consult a physician before using the jacuzzi.

Guests are solely responsible for determining whether jacuzzi use is appropriate for their individual health conditions.

17.4 Glass Containers

For safety reasons, glass containers, glass bottles, glassware, and other breakable objects are strictly prohibited in or around the swimming pool and jacuzzi areas.

Guests shall use only plastic, acrylic, stainless steel, or other non-breakable drinkware in these areas.

Any damage requiring draining, cleaning, resurfacing, or repairs due to broken glass shall be the responsibility of the Guest.

17.5 Running and Horseplay

Running, diving, climbing on pool structures, rough play, or any unsafe behavior around wet surfaces is prohibited.

Pool decks, terraces, and exterior stairs may become slippery due to rain or normal use.

Guests shall exercise appropriate caution at all times.

17.6 Outdoor Furniture

Outdoor furniture is intended for normal recreational use.

Guests shall not:

• stand on furniture;
• move heavy furniture without authorization;
• remove furniture from the Property;
• use indoor furniture outdoors.

17.7 Limitation of Responsibility

The Company shall not be responsible for accidents resulting from:

• failure to supervise children;
• misuse of amenities;
• intoxication;
• unsafe conduct;
• disregard of posted instructions;
• failure to exercise reasonable care.

ARTICLE 18

TROPICAL ENVIRONMENT, WILDLIFE, AND NATURAL CONDITIONS

18.1 Tropical Environment

The Guest acknowledges that Arenal Heights Villas is located within a tropical region surrounded by abundant vegetation, wildlife, and natural ecosystems.

Encounters with insects, reptiles, birds, amphibians, mammals, and other native species are a normal and expected part of the Costa Rican experience.

18.2 Wildlife

Although the Company conducts regular property maintenance and pest control, it cannot eliminate or control wildlife naturally occurring in the surrounding environment.

Guests may encounter, among other species:

• butterflies;
• birds;
• frogs;
• geckos;
• insects;
• spiders;
• ants;
• mosquitoes;
• occasional snakes or other wildlife.

Such encounters shall not be considered defects in the Property.

18.3 Weather

Weather conditions in Costa Rica may change rapidly.

Heavy rain, fog, strong winds, thunderstorms, volcanic ash, earthquakes, and temporary road closures are natural conditions beyond the Company's control.

No refunds shall be issued solely due to unfavorable weather conditions or reduced visibility of Arenal Volcano.

18.4 Tropical Conditions

Guests are encouraged to:

• keep doors closed when practical;
• avoid leaving food exposed;
• properly dispose of garbage;
• use insect repellent;
• wear appropriate footwear outdoors.

Failure to follow these recommendations may increase the likelihood of wildlife encounters.

ARTICLE 19

HOUSEKEEPING SERVICES

19.1 Complimentary Housekeeping

Unless otherwise stated in the reservation confirmation, complimentary housekeeping service is provided every two (2) days for stays meeting the Company's minimum housekeeping schedule.

Housekeeping schedules are established by the Company and may vary based on operational requirements.

19.2 Scope of Service

Routine housekeeping may include:

• general cleaning;
• bathroom cleaning;
• replacement of towels as appropriate;
• bed making;
• light kitchen cleaning;
• removal of trash;
• replenishment of standard amenities when applicable.

Housekeeping is not intended to provide dishwashing of excessive quantities, personal laundry services, or cleaning resulting from extraordinary guest use.

19.3 Guest Cooperation

Guests shall provide housekeeping staff with reasonable access to the Property during scheduled service hours.

Guests may request that housekeeping be postponed or declined; however, missed services are not guaranteed to be rescheduled.

19.4 Additional Housekeeping

Additional housekeeping services may be available upon request, subject to availability and additional charges.

ARTICLE 20

MAINTENANCE, REPAIRS, AND RIGHT OF ENTRY

20.1 Maintenance Requests

Guests shall promptly notify the Company of any maintenance issue, equipment malfunction, safety concern, or property damage.

Prompt reporting helps minimize inconvenience and prevent additional damage.

20.2 Right to Repair

The Company shall make reasonable efforts to respond to reported maintenance issues as promptly as practicable.

Response times may vary depending upon:

• the nature of the issue;
• contractor availability;
• weather conditions;
• public utilities;
• force majeure events.

20.3 Right of Entry

To protect the Property, Guests, and neighboring properties, the Company and its authorized employees, contractors, or service providers may enter the Property at reasonable times and upon reasonable notice for purposes including:

• inspections;
• scheduled housekeeping;
• maintenance;
• repairs;
• deliveries requested by the Guest;
• safety inspections;
• emergency situations.

Notice shall not be required where immediate entry is reasonably necessary to protect persons, property, or prevent significant damage.

20.4 Temporary Interruptions

From time to time, maintenance or repairs may require temporary interruption of services including:

• electricity;
• water;
• internet;
• television;
• air conditioning;
• pool equipment;
• jacuzzi heating;
• smart-home systems.

The Company shall use reasonable efforts to minimize such interruptions but shall not be liable for temporary inconvenience resulting from necessary maintenance or circumstances beyond its reasonable control.

20.5 No Guarantee of Continuous Operation

While the Company endeavors to keep all amenities and equipment in proper working order, it cannot guarantee uninterrupted operation of every appliance, utility, or amenity at all times.

Minor malfunctions that are promptly addressed shall not, by themselves, constitute grounds for cancellation, refund, or compensation.

ARTICLE 21

CHECK-IN PROCEDURES

21.1 Standard Check-In Time

Unless otherwise confirmed in writing by the Company, standard check-in begins at 3:00 p.m. (Costa Rica local time) on the scheduled arrival date.

Arrival prior to the official check-in time does not guarantee immediate access to the Property.

21.2 Early Check-In

Early check-in may be available depending upon:

• occupancy;
• housekeeping completion;
• maintenance requirements;
• operational considerations.

Early check-in shall never be guaranteed and remains subject to the Company's written confirmation.

Additional fees may apply when early access requires special operational arrangements.

21.3 Arrival Instructions

Prior to arrival, the Company shall provide check-in instructions, which may include:

• driving directions;
• digital guidebooks;
• access codes;
• lockbox instructions;
• gate procedures;
• Wi-Fi information;
• emergency contact information.

Guests are responsible for reviewing these instructions before arrival.

21.4 Identity Verification Prior to Check-In

The Company reserves the right to withhold access to the Property until all requested identification documents, guest registration information, and outstanding payments have been received and verified.

21.5 Failure to Check In

Failure to arrive on the scheduled arrival date without prior communication shall be treated as a no-show and shall be governed by the applicable cancellation policy.

ARTICLE 22

CHECK-OUT PROCEDURES

22.1 Standard Check-Out Time

Unless otherwise approved in writing, Guests shall vacate the Property no later than 11:00 a.m. (Costa Rica local time)on the scheduled departure date.

22.2 Departure Responsibilities

Before departing, Guests shall use reasonable efforts to:

• secure all doors and windows;
• turn off lights, televisions, and air conditioning units not required for property operation;
• return all keys, remotes, and access devices to their designated locations;
• place household waste in the designated interior waste bins;
• leave the Property in reasonably orderly condition, allowing for normal post-departure cleaning.

Guests are not expected to perform housekeeping or laundering prior to departure.

22.3 Forgotten Property

The Company shall make reasonable efforts to notify the Guest if personal belongings are discovered after departure.

If requested, the Company may assist with returning forgotten property at the Guest's expense, including shipping, handling, packaging, insurance, and administrative costs.

The Company shall not be responsible for:

• perishable items;
• medications;
• valuables;
• cash;
• jewelry;
• passports;
• documents;
• electronics;
• or items left unattended after departure.

Unclaimed property may be disposed of after a reasonable retention period consistent with operational practices.

22.4 Late Check-Out

Late check-out is available only upon prior written approval.

Unauthorized occupancy beyond the scheduled check-out time may interfere with housekeeping operations and subsequent reservations.

The Company reserves the right to assess reasonable additional charges when unauthorized late departures result in measurable operational costs or losses.

22.5 Failure to Vacate

If Guests fail to vacate the Property after reasonable requests to do so, the Company may take all lawful measures necessary to recover possession of the Property.

Guests shall remain responsible for all resulting damages, expenses, and losses directly attributable to such failure.

ARTICLE 23

GUEST RESPONSIBILITIES DURING OCCUPANCY

Throughout the reservation period, the Primary Guest and all Occupants shall exercise reasonable care in using the Property and all amenities.

Guests agree to:

• comply with this Agreement;
• comply with the House Rules;
• comply with applicable Costa Rican laws;
• comply with community regulations;
• supervise minors appropriately;
• maintain reasonable cleanliness;
• report maintenance issues promptly;
• use appliances according to their intended purpose;
• respect neighboring residents;
• cooperate with Company personnel.

Guests shall not intentionally or negligently:

• damage the Property;
• misuse appliances or amenities;
• disable safety devices;
• remove Company property;
• interfere with smart-home systems;
• obstruct housekeeping or maintenance personnel;
• create hazardous conditions.

Guests acknowledge that the Property is intended exclusively for temporary vacation accommodation and shall not establish residency, domicile, tenancy, or any possessory rights beyond those expressly granted under this Agreement.

ARTICLE 24

DAMAGES, MISSING ITEMS, AND ADDITIONAL CHARGES

24.1 Responsibility for Damage

The Primary Guest shall be responsible for any loss or damage to the Property caused by:

• the Primary Guest;
• Occupants;
• Visitors;
• invitees;
• contractors engaged by the Guest;
• pets approved under this Agreement.

This responsibility applies regardless of whether the damage is intentional, accidental, or the result of negligence.

24.2 Normal Wear and Tear

Guests shall not be responsible for ordinary wear and tear resulting from normal residential use.

Examples include:

• minor carpet wear;
• ordinary fading;
• normal appliance aging;
• routine maintenance.

24.3 Reported Damage

Guests are encouraged to promptly report any accidental damage occurring during their stay.

Prompt reporting will be considered by the Company when evaluating the appropriate resolution.

24.4 Additional Charges

Where supported by reasonable documentation, the Company may recover the actual and reasonable cost of:

• repairs;
• replacement of damaged or missing items;
• specialized cleaning;
• restoration services;
• contractor services;
• emergency call-out fees;
• replacement of linens permanently stained beyond normal laundering;
• unauthorized smoking remediation;
• removal of unauthorized waste;
• pool or jacuzzi remediation resulting from misuse;
• administrative costs directly associated with documenting and processing the claim.

The Company shall provide reasonable supporting documentation upon request.

24.5 Damage Assessment

Whenever practicable, the Company shall notify the Primary Guest before processing damage charges and provide an opportunity to discuss the assessment.

Nothing in this Article limits the Company's right to take immediate action where necessary to prevent further damage or protect future reservations.

ARTICLE 25

LOST KEYS, ACCESS DEVICES, AND SECURITY EQUIPMENT

25.1 Company Property

All keys, lockbox keys, access cards, gate remotes, electronic access devices, parking credentials, and similar equipment remain the exclusive property of the Company.

25.2 Guest Responsibility

Guests shall exercise reasonable care in safeguarding all access devices provided during their stay.

Access devices shall not be:

• duplicated;
• modified;
• loaned to unauthorized persons;
• intentionally removed from the Property.

25.3 Lost Access Devices

Guests shall immediately notify the Company upon discovering that any access device has been lost, stolen, damaged, or is no longer functioning properly.

Prompt notification allows the Company to protect the security of the Property and future Guests.

25.4 Replacement Costs

Where the loss of, or damage to, keys, gate remotes, access cards, or other access devices results from the Guest's acts, omissions, negligence, or failure to exercise reasonable care, the Company may recover the reasonable costs associated with their replacement, including, without limitation:

• replacement keys;
• replacement gate remotes;
• replacement access cards or key cards;
• rekeying or replacement of locks where reasonably necessary for security purposes;
• programming or reprogramming of electronic access devices;
• related labor, service, administrative, and call-out costs.

To simplify the administration of such incidents, the Guest agrees that a fixed replacement fee of US$250.00 per occurrence shall be charged for the loss or damage of any access device requiring replacement or security reconfiguration. The Company reserves the right to recover any additional actual costs incurred to the extent such costs exceed the fixed replacement fee and are reasonably documented.

25.5 Security Equipment

Guests shall not remove, disconnect, cover, relocate, damage, or interfere with:

• surveillance cameras;
• internet equipment;
• routers;
• access control systems;
• smart-home equipment;
• security lighting;
• alarm components;
• electrical control panels.

Unauthorized interference with security systems constitutes a material breach of this Agreement.

ARTICLE 26

UTILITIES, INTERNET SERVICES, SMART SYSTEMS, AND ESSENTIAL SERVICES

26.1 Utilities

The Company shall use reasonable efforts to provide the utilities and services normally available at the Property, including, where applicable:

• electricity;
• potable water;
• internet service;
• television service;
• hot water;
• air conditioning;
• swimming pool systems;
• jacuzzi heating systems;
• and other advertised amenities.

The Company does not guarantee uninterrupted availability of any utility or service.

26.2 Internet Service

Wireless internet access is provided as a complimentary amenity for the convenience of Guests.

Internet performance may vary due to factors beyond the Company's reasonable control, including:

• service provider outages;
• weather conditions;
• network congestion;
• power interruptions;
• equipment failures;
• maintenance performed by telecommunications providers.

The Company does not guarantee minimum internet speeds, uninterrupted connectivity, or compatibility with every personal device.

Guests requiring uninterrupted internet service for remote work, business operations, virtual meetings, or other critical activities acknowledge the inherent risks associated with relying on internet service in a rural tropical environment.

26.3 Smart Systems

Certain operational systems at the Property utilize smart technology to improve efficiency, sustainability, and guest comfort.

Temporary interruptions affecting automated systems shall not constitute a breach of this Agreement provided the Company makes reasonable efforts to restore normal operation.

26.4 Utility Interruptions

Temporary interruptions involving electricity, water, internet, television, or telecommunications caused by:

• public utility providers;
• governmental authorities;
• weather events;
• natural disasters;
• force majeure;
• scheduled maintenance;
• emergency repairs;

shall not constitute grounds for cancellation, refund, price reduction, or other compensation, except where otherwise required by applicable law.

26.5 Energy Conservation

Guests agree to use utilities responsibly.

When leaving the Property, Guests are encouraged to:

• turn off unnecessary lights;
• turn off air conditioning when appropriate;
• avoid unnecessary water consumption;
• operate appliances responsibly.

The Company reserves the right to intervene when utility misuse presents a risk to the Property or results in extraordinary operational costs.

ARTICLE 27

CONSTRUCTION, EXTERNAL CONDITIONS, NATURAL EVENTS, AND FORCE MAJEURE

27.1 External Conditions

The Guest acknowledges that the Company does not control neighboring properties or surrounding public areas.

Construction, maintenance, landscaping, agricultural activities, road improvements, utility works, and similar activities may occur nearby during the reservation period.

Although the Company endeavors to inform Guests of known significant construction that may materially affect the guest experience, the Company cannot guarantee that all external activities will be known in advance.

The existence of lawful construction or maintenance activities outside the Property shall not, by itself, constitute grounds for cancellation, refund, or compensation.

27.2 Scenic Views

Photographs of the Property are intended to accurately represent the accommodations at the time they are taken.

Natural vegetation, weather conditions, volcanic activity, cloud cover, neighboring development, and seasonal environmental changes may affect views from the Property.

The Company does not guarantee uninterrupted views of Arenal Volcano or surrounding landscapes.

27.3 Force Majeure

The Company shall not be liable for delays, interruptions, inability to perform, or cancellation of reservations resulting from events beyond its reasonable control, including but not limited to:

• earthquakes;
• volcanic activity;
• floods;
• hurricanes;
• tropical storms;
• landslides;
• wildfires;
• pandemics;
• epidemics;
• governmental restrictions;
• civil disturbances;
• strikes;
• utility failures;
• road closures;
• acts of terrorism;
• or any other event constituting force majeure under applicable law.

In such circumstances, the Company shall make reasonable efforts to assist the Guest in identifying appropriate alternatives where practicable; however, it shall not be obligated to provide compensation beyond any rights expressly required by law or the applicable booking platform.

ARTICLE 28

PERSONAL PROPERTY, VALUABLES, AND LIMITATION OF RESPONSIBILITY

28.1 Personal Property

Guests are solely responsible for safeguarding their personal belongings throughout their stay.

The Company strongly recommends that valuable items be secured whenever the Property is unattended.

28.2 Lost or Stolen Property

To the fullest extent permitted by law, the Company shall not be liable for loss, theft, or damage to personal property resulting from circumstances beyond its reasonable control, including but not limited to:

• theft by unknown third parties;
• accidental loss;
• guest negligence;
• force majeure events;
• or circumstances outside the Company's direct control.

Nothing in this Agreement excludes liability that cannot lawfully be excluded under applicable law.

28.3 Safe Use

Where a safe is provided, Guests are encouraged to use it for passports, cash, jewelry, electronics, and other valuables.

The Company does not inspect, inventory, or monitor the contents of guest safes.

28.4 Forgotten Property

The Company may, as a courtesy, assist Guests in recovering forgotten property; however, it assumes no responsibility for locating, storing, packaging, or shipping such items beyond exercising reasonable care while they remain in the Company's possession.

ARTICLE 29

CONCIERGE SERVICES AND THIRD-PARTY PROVIDERS

29.1 Complimentary Concierge Services

As a courtesy to its Guests, the Company may provide complimentary concierge assistance, including recommendations, itinerary planning, and coordination of reservations for transportation, tours, restaurants, private chefs, wellness services, and other experiences.

Concierge services are intended to facilitate planning and do not constitute travel agency services unless expressly stated otherwise.

29.2 Independent Providers

Unless expressly identified as services operated directly by the Company, all tours, transportation providers, guides, restaurants, private chefs, wellness professionals, and other vendors are independent businesses.

The Company does not own, operate, supervise, or control these independent providers.

29.3 Reservations Made Through Concierge

The Company may assist in communicating with independent providers and coordinating reservations; however, the agreement for those services is entered into directly between the Guest and the respective provider.

Each provider establishes its own:

• prices;
• schedules;
• cancellation policies;
• safety standards;
• operational procedures.

Guests are responsible for reviewing and accepting the provider's terms before confirming any reservation.

29.4 Third-Party Liability

To the fullest extent permitted by law, the Company shall not be liable for injuries, losses, delays, cancellations, property damage, service failures, or other claims arising from services provided by independent third parties, except to the extent such liability results from the Company's own negligence or other non-waivable legal obligations.

29.5 Travel Insurance

The Company strongly recommends that Guests obtain comprehensive travel insurance covering:

• trip cancellation;
• trip interruption;
• medical expenses;
• emergency evacuation;
• personal property;
• and adventure activities.

ARTICLE 30

CANCELLATION, REFUNDS, AND RESERVATION CHANGES

30.1 Applicable Cancellation Policy

The cancellation policy applicable to each reservation shall be the policy presented to the Guest at the time of booking through the applicable booking channel.

Reservations made through third-party booking platforms remain subject to the cancellation policy governing that platform unless otherwise agreed in writing.

30.2 No-Shows

Failure to arrive on the scheduled arrival date without prior communication shall be considered a no-show.

No refunds shall be provided except where required by the applicable cancellation policy or governing law.

30.3 Early Departure

Voluntary early departure by the Guest shall not entitle the Guest to a refund for unused nights unless otherwise required by applicable law or expressly approved by the Company.

30.4 Reservation Modifications

Requests to modify arrival dates, departure dates, occupancy, villa assignments, or reservation details shall remain subject to:

• availability;
• pricing applicable at the time of modification;
• operational feasibility;
• and written approval by the Company.

Additional administrative fees may apply where disclosed during the modification process.

30.5 Refund Processing

Where a refund is approved, it shall be processed using the original payment method whenever reasonably practicable.

Processing times may vary depending on financial institutions and payment processors.

The Company shall not be responsible for delays attributable to banks, credit card issuers, or third-party payment platforms.

ARTICLE 31

LIMITATION OF LIABILITY

31.1 General Limitation

To the fullest extent permitted by the laws of the Republic of Costa Rica, the Company shall not be liable for indirect, incidental, consequential, exemplary, punitive, or special damages arising out of or relating to the Guest's reservation, occupancy, or use of the Property.

Nothing in this Agreement excludes or limits liability that cannot lawfully be excluded under applicable law.

31.2 Assumption of Ordinary Risks

The Guest acknowledges that occupying a private luxury villa involves ordinary risks that cannot be completely eliminated, including but not limited to:

• wet walking surfaces;
• swimming pools;
• heated jacuzzis;
• stairs;
• balconies;
• landscaped gardens;
• outdoor cooking equipment;
• wildlife;
• changing weather conditions;
• tropical vegetation.

Each Guest voluntarily assumes such ordinary risks and agrees to exercise reasonable care throughout the stay.

31.3 Health and Medical Conditions

The Company does not provide medical services.

Guests remain solely responsible for determining whether participation in recreational activities or use of Property amenities is appropriate considering their personal health, age, physical condition, or medical circumstances.

31.4 Emergency Services

In the event of an emergency, the Company may, when reasonably practicable, assist Guests in contacting emergency responders or appropriate authorities.

Such assistance shall not create any legal duty beyond exercising reasonable care under the circumstances.

31.5 Maximum Liability

Where liability is established under applicable law, the aggregate liability of the Company arising directly from the reservation shall not exceed the total rental amount actually paid by the Primary Guest for the reservation giving rise to the claim, except where a greater remedy is required by mandatory law.

ARTICLE 32

GUEST INDEMNIFICATION

The Primary Guest agrees to indemnify and hold harmless the Company, its owners, directors, officers, employees, contractors, agents, and representatives from and against claims, damages, losses, liabilities, judgments, fines, reasonable legal expenses, and costs arising directly from:

• the Guest's breach of this Agreement;
• negligent or intentional acts or omissions of the Guest, Occupants, or Visitors;
• damage to the Property caused by the Guest or persons under the Guest's control;
• violations of applicable laws or community regulations attributable to the Guest;
• unauthorized commercial activities;
• unauthorized events;
• misuse of amenities.

This Article shall not apply to the extent that a claim results from the Company's own negligence, willful misconduct, or other liability that cannot be excluded or transferred under applicable law.

The obligations contained in this Article shall survive termination of the reservation.

ARTICLE 33

PRIVACY, PERSONAL DATA, AND COMMUNICATIONS

33.1 Collection of Personal Information

The Company collects only the personal information reasonably necessary to:

• process reservations;
• verify identity;
• communicate with Guests;
• comply with Costa Rican legal requirements;
• coordinate concierge services requested by the Guest;
• protect the Property;
• administer the reservation.

33.2 Data Protection

Personal information shall be handled in accordance with applicable Costa Rican data protection legislation, including Law No. 8968 (Protection of the Person Regarding the Processing of Personal Data), and any applicable implementing regulations.

The Company shall implement reasonable administrative, technical, and organizational measures to protect personal information from unauthorized access, disclosure, alteration, or destruction.

33.3 Use of Information

Personal information shall not be sold to third parties.

Information may be shared only when reasonably necessary for purposes including:

• payment processing;
• legal compliance;
• identity verification;
• reservation administration;
• security;
• provision of requested concierge services;
• emergency response;
• or other purposes authorized by law or by the Guest.

33.4 Electronic Communications

The Guest consents to receive communications relating to the reservation by:

• email;
• telephone;
• SMS;
• WhatsApp;
• booking platform messaging systems;
• or other mutually accepted electronic communication methods.

Electronic communications shall satisfy any contractual requirement for written notice unless mandatory law requires otherwise.

ARTICLE 34

ELECTRONIC ACCEPTANCE

The Guest acknowledges that this Agreement is intended to be executed electronically.

Acceptance shall occur upon the earliest of:

• confirmation of the reservation;
• payment of any portion of the reservation;
• electronic acknowledgment;
• acceptance through a booking platform;
• receipt of check-in instructions;
• entry onto the Property;
• occupancy of the Property.

The Guest agrees that electronic acceptance shall have the same legal force and effect as a handwritten signature, to the extent permitted by applicable law.

The Primary Guest further represents that they have authority to accept this Agreement on behalf of all Occupants included in the reservation.

ARTICLE 35

GOVERNING LAW, DISPUTE RESOLUTION, AND GENERAL PROVISIONS

35.1 Governing Law

This Agreement shall be governed by and interpreted in accordance with the laws of the Republic of Costa Rica.

35.2 Good Faith Resolution

The Parties agree to make reasonable efforts to resolve any disagreement through good-faith communication before commencing formal legal proceedings.

Nothing in this Article prevents either Party from seeking urgent judicial or administrative relief where necessary to protect legal rights or property.

35.3 Severability

If any provision of this Agreement is determined by a court or competent authority to be invalid or unenforceable, the remaining provisions shall remain in full force and effect to the maximum extent permitted by law.

35.4 Waiver

Failure by the Company to enforce any provision of this Agreement on one occasion shall not constitute a waiver of the right to enforce that provision or any other provision on a later occasion.

35.5 Assignment

The Guest may not assign or transfer this Agreement without the prior written consent of the Company.

The Company may assign its rights or obligations in connection with a change of ownership, management, or corporate restructuring, provided that such assignment does not materially reduce the Guest's contractual rights.

35.6 Headings

Article titles and headings are included solely for convenience and shall not affect the interpretation of this Agreement.

35.7 Survival

Any provision that by its nature should survive the expiration or termination of this Agreement—including payment obligations, damage claims, indemnification, privacy obligations, and dispute resolution provisions—shall remain in effect after the reservation has ended.

ARTICLE 36

ENTIRE AGREEMENT, ACKNOWLEDGMENT, AND ACCEPTANCE

This Guest Rental Agreement and Property Use Terms, together with the Reservation Confirmation, House Rules, Privacy Notice, any Property-specific written policies, and any written amendments issued by the Company, constitutes the entire agreement between the Parties concerning the reservation and occupancy of the Property.

This Agreement supersedes all prior oral or written communications relating to the same reservation, except where mandatory terms imposed by an applicable booking platform or governing law prevail.

By confirming a reservation, making payment, accepting electronic communications relating to the reservation, receiving access instructions, entering the Property, or occupying the Property, the Primary Guest acknowledges and agrees that:

• they have read this Agreement in its entirety;
• they understand its contents;
• they have had the opportunity to ask questions prior to acceptance;
• they voluntarily accept all applicable terms and conditions;
• they are authorized to accept this Agreement on behalf of all Occupants included in the reservation.

SIGNATURE PAGE

COMPANY

Arenal Heights Villas

Represented by:

Diego Blanco

Legal Representative

Date: _______________________

PRIMARY GUEST

Name: ___________________________________________

Reservation Number: _______________________________

Property: _________________________________________

Arrival Date: ______________________________________

Departure Date: ___________________________________

Signature (if applicable): ____________________________

Date: _____________________________________________

APPENDIX A

HOUSE RULES

The following House Rules form an integral part of this Guest Rental Agreement and Property Use Terms.

Failure to comply may result in additional charges, removal from the Property, or termination of the reservation.

A.1 Respect for the Property

Guests shall treat the Property with the same care and respect they would exercise in their own residence.

Furniture, appliances, decorative items, artwork, landscaping, and equipment shall be used only for their intended purposes.

A.2 Quiet Hours

Quiet Hours are observed daily from:

10:00 p.m. until 7:00 a.m.

During these hours Guests shall avoid excessive noise both inside and outside the Property.

A.3 Maximum Occupancy

Only registered Occupants may remain overnight.

Visitors must comply with Company policies and may not remain overnight without prior written approval.

A.4 Parties

Parties, weddings, receptions, bachelor or bachelorette parties, commercial events, and similar gatherings are prohibited unless previously authorized in writing.

A.5 Smoking

Smoking and vaping are prohibited inside all buildings.

Smoking is permitted only in designated outdoor areas where legally permitted and where it does not disturb neighboring properties.

A.6 Illegal Activities

Illegal drugs, criminal activity, prostitution, and any unlawful conduct are strictly prohibited.

A.7 Security

Guests shall:

• lock doors when leaving;
• secure valuables;
• return access devices at check-out;
• immediately report lost keys or remotes.

A.8 Furniture

Furniture shall remain in its original location unless specifically approved by the Company.

A.9 Glassware

Glass containers are prohibited in the swimming pool and jacuzzi areas.

A.10 Wildlife

Guests shall not feed wildlife.

A.11 Children

Children shall remain supervised by a responsible adult at all times.

APPENDIX B

POOL & JACUZZI SAFETY RULES

Pool and jacuzzi use is entirely at the Guest's own risk.

Children must remain supervised.

No diving.

No running.

No horseplay.

No climbing on pool structures.

No glass.

No intoxicated use.

Guests shall shower before entering when practical.

The Company reserves the right to temporarily suspend operation of pool or jacuzzi equipment for maintenance or safety.

APPENDIX C

PET & SERVICE ANIMAL POLICY

Only approved pets are permitted.

Service animals are welcomed in accordance with applicable law.

Emotional support animals are treated as pets unless mandatory law provides otherwise.

Guests remain responsible for:

• damages;
• cleaning;
• noise;
• supervision;
• waste removal.

Animals shall never enter:

• pools;
• jacuzzis.

Pets shall not be left unattended unless safely secured.

APPENDIX D

PRIVACY NOTICE

The Company collects personal information only as reasonably necessary to:

• administer reservations;
• verify identity;
• comply with legal obligations;
• communicate with Guests;
• coordinate concierge services.

Information is never sold.

Information is retained only as long as reasonably necessary or required by law.

Guests may request information regarding the Company's handling of their personal data by contacting:

diego@arenalheights.com

(or the current privacy contact designated by the Company).

APPENDIX E

EMERGENCY INFORMATION & NATURAL HAZARD ADVISORY

Costa Rica is located within an active volcanic and tropical region.

Guests acknowledge the possibility of:

• earthquakes;
• volcanic activity;
• heavy rainfall;
• flooding;
• landslides;
• electrical outages;
• internet interruptions;
• road closures.

Emergency Numbers

911 — National Emergency Services

Nearest Hospital

(Insert hospital information)

Nearest Police Station

(Insert information)

Guests should immediately contact both emergency services (when appropriate) and the Company.

APPENDIX F

DAMAGE, REPLACEMENT & ADMINISTRATIVE FEE SCHEDULE

The following schedule establishes standard administrative charges. Actual damages exceeding these amounts may be recovered where supported by documentation.

Examples include:

Lost key- Replacement cost plus rekeying if required.

Lost gate remote- Replacement and programming costs.

Lost access card - Replacement cost.

Broken televisión- Actual replacement cost.

Broken furniture- Repair or replacement.

Smoking remediation- Actual remediation cost.

Broken pool glass- Actual cleaning and restoration cost.

Unauthorized pet cleaning- Actual cleaning cost.

Excessive housekeeping- Actual additional housekeeping cost.

Professional stain removal- Actual service cost.

The Company may periodically update this schedule to reflect current market costs.

APPENDIX G

CONCIERGE SERVICES DISCLAIMER

The Company's complimentary Concierge Service is provided as an accommodation for Guests.

The Company acts solely as a facilitator when assisting with reservations involving independent providers.

Tours, transportation, restaurants, chefs, massage therapists, photographers, fishing charters, adventure tours, and similar services are operated independently.

Guests contract directly with those providers.

Each provider maintains its own:

• pricing;
• cancellation policy;
• insurance;
• operating procedures.

The Company assumes no responsibility for services performed by independent providers except to the extent required by applicable law.

APPENDIX H

CHECK-OUT CHECKLIST

Before departing, please ensure:

☐ Windows closed

☐ Doors locked

☐ Air conditioners turned off

☐ Lights turned off

☐ Trash placed in indoor bins

☐ Dishes placed in dishwasher or sink

☐ Keys returned to lockbox

☐ Gate remote returned

☐ Personal belongings collected

☐ Notify Concierge of departure (optional but appreciated)