On every stay booked here
The Canterra Stay Promise
The home as listed, a way in, a clean arrival, the essentials working and a person who answers. If we ever fall short, here is exactly what we do, in the time we say.
Our clock
Every time we commit to, from your message. Most of it happens in the first few hours.
- 30 minWe answer if you can't get in
- 1 hrA person replies to anything urgent during your stay
- 2 hrsYou're in, or we pay for a hotel if your door code doesn't work
- 6 hrsCleaned again if the home isn't clean when you arrive
- 8 hrsA repair starts if heat, hot water or power fails
- 24 hrsFixed, a comparable home, or a refund if something the listing shows isn't there
- 24 hrsEach night refunded if heat, hot water or power is still out
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The home matches the listing
Every bedroom, bed, bathroom and amenity the listing shows is there and working when you arrive, including the pool in its season and the parking we list.
If we fall short
If something that matters isn't, we fix it within 24 hours, move you to a comparable home, or refund the nights it affects.
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You get in
Your door code works from check-in time.
If we fall short
If you can't get in, we answer within 30 minutes and get you in within 2 hours. If we can't, we pay for a hotel for that night, up to the nightly rate of your stay.
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Clean on arrival
The home is cleaned and checked before every stay.
If we fall short
If it isn't clean when you arrive, tell us within 2 hours of check-in and we re-clean within 6 hours. If we can't, we refund the cleaning fee in your total.
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The essentials work
Heat, hot water and power stay on, and air conditioning in summer wherever the listing shows it.
If we fall short
If one fails, a repair starts within 8 hours of your message. If it isn't fixed within 24 hours, we refund each night it stays out.
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A person answers
Cora answers at any hour, and for anything urgent during your stay a person on the host team replies within 60 minutes, day or night.
Day or night, while you stay.
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If we ever cancel
We don't cancel confirmed stays. If an emergency makes the home unsafe or unusable, we tell you as soon as we know.
If we fall short
Then you choose: a comparable home for the same dates, if one is available, or a refund of everything you paid for the nights affected.
How to use it
Email us at reservations@canterrastays.com as soon as you notice, and within 24 hours at the latest, with a photo if you can. We confirm what we'll do within the times above, and refunds go back to the card you paid with.
Not covered: anything caused by your party or your visitors, work we told you about before you booked, and outages across the city or from a utility, though we'll still help you through them. Stays booked on a travel platform follow that platform's own policy. The promise is part of our Terms & Conditions (section 11) and adds to your rights under Ontario law; it never takes any away.
