AGREEMENT – CAILLE BLANC VILLA & HOTEL (“CBVH”)
We will do everything possible to make your stay most enjoyable at CBVH. To ensure you will have a very pleasant stay, we have established the following policies. By booking through our website you agree to abide by CBVH policies. Please take a few minutes to review these policies, and feel free to contact us if you have any questions.
Booking Policies:
Individual Suite rates include double occupancy and breakfast; all other food or drink may be purchased ala carte or through the meal plan.
All balances due must be paid prior to leaving CBVH by credit card - we are a cash free establishment - only credit cards are accepted.
Prices may vary from outdated quotes on other websites, and only rates as published on our website are guaranteed. We guarantee that our direct booking rates are the best available on any website. We will match any verified rate from any other booking site. Only one discount or promotion can be applied at a time. Bookings must be made within 24 hours of stay online.
A 50% deposit will be charged to your credit card at the time of making your reservation. The balance will be charged to your card twenty days before your arrival for individual suite rentals and sixty days before your arrival for villa rentals. Non-refundable bookings require payment in full.
All reservations must be paid by credit card. We accept MC, Visa, Discover and AmEx credit cards.
Check In/Check Out
Check-In begins at 1:00 pm. Arrangements for late arrivals after 3pm should be made in advance. Early arrivals are discouraged since our small staff is busy turning the rooms over from the previous night to insure everything is ready for your check-in at 1:00. Please, no early drop-off of bags or in-room items without prior approval.
Checkout time is at 11:00 a.m. and guests are asked not to linger on the property so our staff can prepare our facilities for incoming guests.
If you are switching from one suite to another during your stay we will try to make the transition as seamless as possible.
Owner's Rights
CBVH is privately owned and operated. Management reserves the right to refuse service to anyone. We will not be responsible for guest accidents or injury, or for the loss of money, jewelry, or valuables of any kind. We also have the right to enter your room at anytime to perform maintenance or emergency services.
COVID-19 Warning: We have taken enhanced safety measures for you, other guests and our team, and you are required to follow all posted safety regulations at CBVH. Failure to abide by these safety regulations will cause for an immediate expulsion from the property without any refund or remuneration. An inherent risk to exposure exists in any place where people are present. COVID-19 is an extremely dangerous disease which can lead to severe illness and death. Older adults and those with medical health risks are extremely susceptible. By visiting CBVH, you and your guests voluntarily assume all risks related to exposure of Covid-19. Please stay safe.
Property Issues
Any damages, stolen items, or broken items occurring during the stay will be the full financial responsibility of the guest, including anyone traveling with the guest. Any special clean-up resulting in damages caused by the guests will be charged to the credit card. Charges may need to be applied after guest departure as deemed necessary by the Management. Please report all spills and/or damages to the staff promptly.
Smoking
For the safety and comfort of all of our guests, we do not allow smoking, fireworks or incense/candle burning in any of our guest rooms or on any of the grounds. Guests smoking in the house or on the grounds will be charged a minimum $200 fee and up, to return any room to a non-smoking status.
Guests, Children and Pets at CBVH
We cater to the comfort, privacy and security of our registered guests. Guest visitors are only permitted on the property with prior Management approval. If you would like to have any non-registered guests join you for breakfast there is an additional charge of $30 per person, and advance notice to the Management is required. CBVH is regarded as a quiet escape and romantic getaway for most of our guests. It is also a Cliff-side dwelling with steep drops. Therefore, it is not an appropriate place for children under 13. Persons not staying overnight are not permitted at CBVH at anytime. We regret that we are not able to accommodate guest pets.
Wedding Night Stays & Other Visitors
If you are you booking a stay for your wedding night, please be advised that our guest rooms, common areas and grounds are for our registered guests only. Booking a reservation for a stay does not entitle a bride or groom (or any booking guest), family and friends to use any guest room or any part of CBVH or grounds for bridal party wedding preparations and photographs without the Managements’ approval and will incur the appropriate fees.
Photography & Outside Guests
While we understand that our grounds and home are the perfect setting for your photographs, we do not allow outside photographers or group/family/graduation/wedding/etc. photographs without prior permission of the Management, and only if no guests are staying at CBVH. A $100/hour fee for use of the grounds will be charged and payable at the end of the session. Guests who are not staying in a room at CBVH are strictly forbidden from entering CBVH or using its facilities such as the pool or outbuildings. To insure privacy, photographs of our guests are not permitted without their prior permission. Persons found to be on property taking personal photographs without permission or enjoying our facilities without being a guest, will be considered trespassers and subject to the penalties of that violation.
PRIVACY POLICY
CBVH takes the issue of safeguarding your privacy seriously. Our Privacy Notice describes what information we collect from hotel guests (referred to as "Guests") as well as visitors to the CBVH properties, website, mobile App, and through email and social media sites and the way in which CBVH uses this information to better serve your needs.
This Privacy Notice has been adopted by the legal entities that manage and operate CBVH. Those entities include CBVH LLC and its direct and indirect subsidiaries and affiliates, and all of the separate and distinct legal entities that manage CBVH worldwide. References to CBVH throughout this Privacy Notice, depending on the context, refer collectively to those legal entities.
What is Personal Information?
Personal information is any information about you as an identifiable individual. The personal information that we process includes:
Basic information such as name, age, gender, passport information and publicly available photograph;
Contact information such as your home address, zip/postal code, email address and phone number;
Financial information such as your credit card details, itemized spending and transaction history;
Health information where disclosed and relevant to the provision of services;
Preferences such as special requests, service issues and other preferences for your stay;
Technical information such as information about the device you use to interact with us (including the unique device identifier, hardware model, operating system and version, and mobile network information, in the case of our mobile App); and
Correspondence when you contact us, such as to send an enquiry or make a request, any correspondence or application may be kept and added to your personal information.
How do we use your personal information?
We use your personal information for the following purposes:
to enable you to use our website and our mobile App;
to help us identify you and any accounts you hold with us;
to provide superior customer service to you;
to assist us in making your reservation and providing the services you request at any of our properties;
to process transactions through our website (including taking payment for purchases you may make through our website) and to assist in any inquiries about your transaction;
for billing purposes in relation to your stay with us;
to confirm prior transactions and reconcile statements or invoices;
to contact you in relation to matters that arise from your stay with us;
to send you newsletters regarding our properties and to advise you of promotions or to inform you of offers or other information that may be of interest to you (if, where required, you separately provide your consent for us to do so);
to conduct surveys or focus groups to receive your views of our properties and service delivery (if, where required, you separately provide your consent to this);
to respond to a specific "Information Request" from you about our hotel and deal with any other enquiries, correspondence, concerns or complaints you have raised;
for you to participate in one of our on-line promotions;
to analyze customer trends and insights; and
to operate our business, including for internal purposes such as auditing, data analysis, statistical and research purposes and troubleshooting to help us improve our services.
Occasionally we will combine information from a number of Guests to better understand trends and your expectations. When this occurs, all identifiers are removed and the aggregate, anonymized information cannot be linked to any specific individual.
On what basis do we use your personal information?
We use your personal information on the following basis:
to comply with legal and regulatory obligations, including financial reporting requirements imposed by government regulators and our auditors;
to enter into agreements with you, and to perform our agreement to provide services to you when you stay with us;
for legitimate business purposes using your personal information helps us to operate and improve our business and minimize any disruption to the services that we may offer to you. It also allows us to make our communications with you more relevant and personalized to you, and to make your experience of our services more efficient and effective;
because you have given your consent at times we may ask for your consent to allow us to use your personal information for one or more purposes. See the Your Rights section for more information about the rights that you have if we process your information on the basis of your consent; or
for the establishment, exercise or defense of legal claims or proceedings.
How is personal information collected?
We collect your personal information while monitoring our technology tools and services, including comment cards and email communications sent to and from CBVH.
Otherwise, we gather information when you provide it to us, or interact with us directly, for example:
when you create a profile or sign in to access an existing profile on our website or App;
when you make a purchase through our website;
when you make a reservation online, by calling our Reservation Office; and
during your stay at a hotel, including information provided during check-in.
We also receive information about you from other sources, such as our business partners and publicly available sources. We combine information that we have about you from various sources, including the information that you have provided to us.
We may also collect information from you through the use of cookies, when you visit our website. For more information about our use of cookies, please see our Cookie Notice. Finally, we may collect your photograph from publicly available sources so that we can recognize you in order to provide you with superior customer service.
How do we protect personal information?
We use a variety of security measures and technologies to help protect your personal information from unauthorized access, use, disclosure, alteration or destruction, consistent with applicable data protection and privacy laws. For example, we allow only encrypted communications from all of our web forms, including when you provide your credit card information through our website.
CBVH stores personal information in a secure location and we take steps to ensure that only designated individuals have access to this information.
What information is not secure?
We endeavor to protect the privacy of your account and other personal information that we hold in our records, but unfortunately, we cannot guarantee complete security. Unauthorized entry or use, hardware or software failure, and other factors, may compromise the security of user information. Also, while we endeavor to put adequate contractual protections in place, we cannot guarantee the security of any personal information in databases hosted by third parties.
It is important to note that any e-mail communication is not secure. This is a risk inherent in the use of e-mail. Please be aware of this when requesting information or sending forms to us by e-mail (for example, from the Contact Us section of our website). We recommend that you do not include any confidential information (i.e. credit card information) when using e-mail. For your protection, our e-mail responses to you will not include any confidential information.
Finally, to be prudent, please be sure to always close your browsers when you are done using a form or the reservation site. Although the session will terminate after a short period of inactivity, it is best to close your browsers immediately upon completion, especially when using a public computer.
What personal information may be provided to third parties?
We may share certain of your personal information with:
escrow agents, third party lenders and loan-servicing agents;
a prospective buyer or investor in the event that we sell any business or assets;
analytics and search engine providers that assist CBVH in the improvement and optimization of the website and our mobile App;
our professional advisors and auditors; and
local or foreign regulators, governments, courts, law enforcement and national security authorities.
You may advise the hotel if you do not want personal preferences shared.
Where a third party is engaged by CBVH to provide services on our behalf, CBVH ensures these parties protect your Personal Information in a manner consistent with the principles articulated in this Privacy Notice.
If you have chosen to join a subscription list, please note that they are only used for internal purposes and we do not sell or rent our subscription lists to anyone.
If CBVH suspects any unlawful activity is taking place, it may investigate and/or report its findings or suspicions to the police or other relevant law enforcement agency.
Transfers of your personal information outside your home country
Your personal information may be processed by CBVH and its trusted third party suppliers anywhere in the world, including in countries where data privacy laws may not be equivalent to, or as protective as, the laws in your home country.
In particular, your personal information will be stored in your guest profile in our Central Reservation System located in the United States.
We will implement appropriate measures to ensure that your personal information remains protected and secure when it is transferred outside of your home country.
Your rights
Accessing your personal information
We understand that you may like to know what personal information we hold about you. We are happy to assist you with your request. To protect your personal information, however, we require that you prove your identity to us at the time your request is made.
When you make a request in person, we will require you to produce some form of photo identification such as a passport or a driver's license and you will be asked to sign a request form.
Where you make a request by other means, we request you contact us in writing via email, fax or letter including a copy of a government issued identification and signature. We require home and business addresses and phone numbers so we can check them with our files and satisfy ourselves as to your identity.
The above information is required to create an audit trail of how the request has been handled.
CBVH reserves the right to decline access to your personal information under certain circumstances as permitted by law. If your personal information is not disclosed to you, you will be provided with the reasons for this non-disclosure.
Other rights
You may also be entitled to:
request the correction and/or deletion of your personal information;
request the restriction of the processing of your personal information, or object to that processing;
opt out from processing of your personal information for direct marketing purposes;
withdraw your consent to the processing of your personal information (where CBVH is processing your personal information based on your consent); and
request the receipt or transmission to another organization, in machine-readable form, of the personal information you have provided to CBVH.
Where you are given the option to share personal information with CBVH, you can always choose not to do so.
If you do not wish to receive marketing information from CBVH, you may indicate your wishes on your registration card when you stay with us or send an e-mail to: sales@stluciaheaven.com. You will always have the ability to accept or decline any form of communication from CBVH. You may unsubscribe from electronic marketing communications at any time by selecting the unsubscribe link included in such communications.
If you object to the processing of your personal information, or if you have provided your consent to processing and you later choose to withdraw it, we will respect that choice in accordance with our legal obligations.
This could mean that we are unable to perform the actions necessary to achieve the purposes of processing described above (see How do we use your personal information) or that you are unable to make use of the services offered by us.
After you have chosen to withdraw your consent CBVH may be able to continue to process your personal information to the extent required or otherwise permitted by law.
If at any time you wish to exercise any of these rights, you can do so by emailing sales@stluciaheaven.com
How long is my Personal Information retained?
Your personal information will be stored for the period of time required by law in the jurisdiction of any hotel holding the information. This may involve retaining information following your stay. We will delete your personal information once it is no longer required for any of the purposes described above.
We will also keep your personal information where we need to do so in connection with a legal action or an investigation involving CBVH.
Any financial information CBVH retains will be protected under the terms of this Privacy Notice and, where financing is arranged in the United States, under the Financial Services Modernization Act.
How is personal information affected by business transactions and/or transfers?
CBVH manages properties on behalf of third party property owners. CBVH may disclose to such a property owner certain Guest or Owner information as required to implement business transactions between the property and a particular Guest or Owner. All other personal information is considered to be proprietary to CBVH, and is not shared with property owners. If we cease to manage a particular property, guest information required to process pending reservations and information that is historically shared with the property owner is retained by the property owner. All other personal information remains with CBVH.
Additional security measures: CBVH uses security cameras in public areas to monitor Guest safety and the safety of our staff. The images on the security cameras will only be stored for a period of one month and will only be retained for a longer period in the case of any safety or security breach investigation.

By making a reservation at Caille Blanc Villa & Hotel ("CBVH) you and your guests agree to abide by the following policies:

Deposit Policy
For Suites: Reservations made more than 20 days in advance require a deposit of 50% with the balance due 20 days prior to arrival; except non-refundable reservations and reservations made within 20 days of your stay which require payment in full on reserve.

For Full Villa Rental: Reservations made more than 60 days in advance require a deposit of 50% with the balance due 60 days prior to arrival; except reservations made within 60 days of your stay which require payment in full on reserve. Please note that for all deposit payments in excess of $3,000 you will be sent an invoice to process your payment directly.

Normal Cancellation Policy reviewed as of 4/1/2022:

Due to our small size, cancellations affect us significantly. A last minute cancellation gives us little chance of re-booking a room. For this reason we uphold a strict cancellation policy:

Individual Suites:
Guests are responsible for payment of all nights reserved regardless of their actual arrival or departure date.
No-shows are responsible for full payment of their entire reservation.

Normal bookings*+:
Should you cancel outside of 60 days prior to arrival, your deposit will be refunded, less a $50/room/per night Administration/Re-booking fee.
Cancellations (including changes) made 60 days or less prior to your scheduled arrival forfeit the 50% deposit and if the room is unable to be re-booked, the full reservation value will be charged to the credit card provided at the time of making the reservation.

Added 7/16/23:
Travel Freedom Refundable Room Rates - 60 days prior to arrival normal cancellation policy applies - Guest must cancel in writing between 60 and 14 days before check-in for a full refund of the room, food, and items paid to date. Travel Freedom fee and service charge/resort fee is not refundable under any circumstances.

+ Non-refundable rates are not refundable under any circumstances barring our hurricane policy.

*Flash Sales or discount code bookings: 50% non-refundable; Cancellations (including changes) made 60 days or less prior to your scheduled arrival forfeit the 50% deposit and if the room is unable to be re-booked, the full reservation value will be charged to the credit card provided at the time of making the reservation.

Any and all rescheduled reservations will require the full financial payment by the Guest, and the deposit is not transferable to another stay. There are no exceptions to this policy including sickness, family emergencies, or weather related issues.

Villa/Group Rentals:
Individual guests within group rental booking are subject to the terms defined for a whole house rental. Individual guests within a group/whole house booking are subject to the terms defined for a whole villa rental.
120 DAYS NOTICE (or more) of Cancellation is Required for Partial Refund of Deposit for These Circumstances (subject to Cancellation/Rebooking Fees):
Groups with Whole House Rentals (or more than 4 suites) require 120 DAYS NOTICE for cancellation for a partial deposit refund of 25% of the total booking.
Cancellations after 120 days will forfeit their 50% deposit. Cancellations less than 90 days notice will be charged the entire cost of the reserved stay.

Updated: 5/19/20: COVID-19 WARNING:
We have taken enhanced safety measures for you, other guests and our team, and you are required to follow all posted safety regulations at Caille Blanc Villa & Hotel. Failure to abide by these safety regulations will cause for an immediate expulsion from the property without any refund or remuneration. An inherent risk to exposure exists in any place where people are present. COVID-19 is an extremely dangerous disease which can lead to severe illness and death. Older adults and those with medical health risks are extremely susceptible. By visiting Caille Blanc Villa & Hotel, you and your guests voluntarily assume all risks related to exposure of Covid-19. Please stay safe.

Updated 9/2/2022: COVID-19 REQUIREMENTS:
All guests will be advised and must agree to all local requirements and restrictions - additionally Caille Blanc Villa & Hotel requires completion of CBVH's arrival form and use of CBVH’s proprietary app for check in, ordering, and communication with staff when on property. CBVH shall advise you of these requirements prior to arrival and will require confirmation by you and your guests.


HURRICANE/OTHER WEATHER/AIRLINE POLICY: We cannot predict the weather and unfortunately being a very small resort (6 suites) cannot issue refunds. If there is a verified event which prevents airline landings on St Lucia we will offer you the opportunity to rebook and apply the unused balance paid toward a future vacation within 365 days