Booking & Guest Terms

These Booking & Guest Terms ("Booking Terms") apply to reservations made directly with Sustainable Life Investments, LLC ("SLI", "we", "us", "our") through parkpillow.com, by email, or by invoice. They work together with our Terms of Service, our Privacy Policy, the Short-Term Rental Agreement you sign at e-check-in, and the Rewards Program Terms.

1. Reservations and Confirmation

• A reservation exists only when we issue a written confirmation containing the unit, dates, guest count, and total price. Availability displayed on the site is an invitation to book, not a binding offer.
• The person booking must be at least 18 years old, must be an occupant of the unit for the full stay, and is the responsible party for the entire travel party. Bookings on behalf of someone else who will occupy without you are not permitted.
• We may decline or cancel a reservation for a failed identity or payment check, suspected fraud or chargeback abuse, a prior violation of our rules, an unauthorized event or party booking, or a stated purpose inconsistent with transient lodging. If we decline before arrival, you receive a full refund of everything paid.
• A minimum stay applies to most dates and is shown in the booking calendar.

2. Price, Fees, and Taxes

• Before you pay, we display the total price including all mandatory fees (nightly rate plus cleaning and any amenity fee), consistent with the Federal Trade Commission's Rule on Unfair or Deceptive Fees, 16 C.F.R. Part 464. Government taxes are itemized separately and shown before payment.
• Taxes on direct bookings. Direct bookings are subject to Florida sales and transient rental tax, any applicable discretionary sales surtax, and the county Tourist Development Tax (6% in Orange County; 6% in Osceola County). SLI collects and remits these on direct bookings. On platform bookings, the platform generally collects and remits them as a marketplace provider under section 212.05965, Florida Statutes.
• No surprise fees. We do not add a mandatory fee at the final step that was not in the total price you were shown.
• Optional charges — early check-in, late checkout, extra cleaning, pet fees where pets are permitted, lost-key or lockout service, and similar — are disclosed when offered or assessed.
• Prices are in U.S. dollars. An obvious pricing error does not bind us; if one occurs we will contact you promptly and you may cancel for a full refund.

3. Payment

• Unless your confirmation says otherwise, a deposit of 50% of the total is due at booking and the balance is due 14 days before check-in. Reservations made within 14 days of arrival are payable in full at booking.
• If the balance is not paid by its due date and you do not respond to our reminder within 72 hours, we may cancel the reservation and apply the cancellation schedule in Section 4.
• We may place a refundable authorization or damage hold of up to $500 on your payment method shortly before arrival, released after checkout inspection, or we may use a damage-protection fee in its place. Which one applies is stated in your confirmation.
• Chargebacks. Contact us first — we resolve most issues directly. Initiating a chargeback for amounts properly owed is a breach of these Booking Terms, and you remain responsible for the amount plus any processor fees and reasonable collection costs, to the extent permitted by law. This does not limit any right you have under applicable consumer-protection or card-network rules.

4. Cancellation and Refunds (Direct Bookings)

Cancellation windows are measured from 4:00 p.m. Eastern on the scheduled check-in date.

• 60 or more days before check-in: full refund of all amounts paid, less any non-refundable third-party processing fee actually incurred.
• 30 to 59 days before check-in: refund of all amounts paid less the deposit; the deposit converts to a credit valid for 12 months toward a future stay.
• 14 to 29 days before check-in: 50% refund of the total booking amount.
• Fewer than 14 days before check-in, no-show, or early departure: no refund. If we are able to re-book the dates, we will refund the amount actually re-booked, less the cleaning fee.
• Date changes: one change to an equivalent-or-higher-value date range, requested 30 or more days out and subject to availability, is free; you pay any rate difference. Later changes are treated as a cancellation and re-booking.
• Refunds are issued to the original payment method within 10 business days of approval. Government taxes collected are always refunded in proportion to any refunded amount.

5. Cancellation by SLI, and Substitution

We will not cancel a confirmed reservation except where a property becomes unavailable or unsafe — damage, a failed essential system, a utility outage, a building or association order, a government order, or a force majeure event under Section 6. If that happens we will, at your election and where we are able: (a) relocate you to a comparable SLI unit at no extra cost; (b) apply the full amount to different dates; or (c) refund everything you have paid in full. This is our entire obligation for a cancellation by us, and the liability limits in Section 16 of the Terms of Service apply to any further claim.

6. Hurricanes, Severe Weather, and Force Majeure

Central Florida experiences hurricanes and severe weather. We do not guarantee weather, park operating hours, or attraction availability, and a park closure alone is not grounds for a refund.

• If a mandatory evacuation order is issued for the property's area, or the property is rendered uninhabitable, for dates within your stay, you receive a full refund of the affected nights or a credit, at your choice.
• If a named storm makes travel to Orlando impossible because your origin or destination airport is closed on your travel date, we will move your dates without a change fee, subject to availability, or issue a 12-month credit.
• Other force majeure events — flood, fire, epidemic, government order, civil unrest, extended utility or building-system failure — are handled under Section 5.
• Travel insurance is strongly recommended. We do not sell it and we are not your insurer.

7. Check-In, E-Check-In, and Access

• Standard check-in is 4:00 p.m. and checkout is 10:00 a.m. local time, unless your confirmation states otherwise. Early check-in and late checkout are available only when confirmed in writing.
• E-check-in is required before access is released. Every reservation must complete our online check-in: guest details, date of birth, emergency contact, government photo ID where the booking channel requires it, and electronic acceptance of the Short-Term Rental Agreement. Access codes and directions are issued after e-check-in is complete.
• If you cannot complete e-check-in for a technical reason, contact us and we can record a documented exception so your stay is not delayed.
• Access codes, door codes, and check-in links are personal to your reservation. Do not share them.

8. Occupancy, Guests, and Events

• Occupancy may not exceed the maximum stated on the listing, counting all persons of any age, at any time, including day visitors.
• No parties or events. No gatherings beyond the registered party, no commercial photography or filming, and no promotion of the unit as an event venue.
• A minor may not occupy the unit without a responsible adult present for the entire stay.
• Quiet hours are 10:00 p.m. to 8:00 a.m. Community and association rules apply to pools, gyms, parking, and shared amenities, and can be enforced by the association independently of us.
• Pets are not permitted unless your confirmation expressly says otherwise. Documented service animals are accommodated as required by law; tell us in advance so we can prepare the unit.
• No smoking or vaping anywhere inside a unit or on a balcony.

9. Damage, Missing Items, and Extra Cleaning

• You are responsible for damage, loss, or excessive soiling caused by anyone in your party or admitted by you, beyond ordinary wear and tear.
• We document condition before and after each stay. We will notify you of any charge with a description and supporting photos or an invoice within 14 days of checkout, and we will not charge for anything we cannot document.
• Recoverable amounts include repair or replacement cost, extra cleaning, smoke or pet remediation, lost-key and re-key costs, association fines caused by your party, and lost revenue for nights the unit is unrentable as a direct result.
• Report any damage or malfunction you discover at arrival within 4 hours of check-in so it is not attributed to you and so we can fix it.

10. Service Issues and Our Response

Give us the chance to fix a problem. Report an issue at hello@parkpillow.com or through your guest portal while you are still in the unit. We will respond promptly and, for a verified material issue we cannot resolve in a reasonable time, we will offer an appropriate remedy — repair, relocation to a comparable unit, or a partial refund proportionate to the affected nights.

Not grounds for a refund on their own: weather, theme-park closures or wait times, traffic, construction or noise outside the unit or controlled by the association, temporary outages of shared community amenities, internet or cable interruptions we resolve promptly, seasonal insects treated under a routine pest program, or dissatisfaction with decor or a view accurately depicted in the listing.

11. Checkout and Holdover

• Follow the checkout instructions provided for the unit and vacate by the scheduled checkout time.
• Remaining past checkout without our written approval is a holdover. Your license to occupy ends at checkout; a holdover creates no tenancy, residency, or possessory right, and we may charge for the additional time plus any cost caused to the incoming reservation, and pursue removal as permitted by law.
• An extension is valid only when we approve it in writing and it is paid. An approved extension is governed by these Booking Terms and the Short-Term Rental Agreement and remains transient lodging.
• Items left behind are held for 14 days; we will return them at your cost if you arrange shipping, after which they may be donated or discarded.

12. Refusal of Admission and Ejection

Our properties are licensed transient public lodging. Consistent with section 509.141, Florida Statutes, we may refuse admission or eject a guest or visitor for nonpayment, for conduct that threatens health, safety, or property, for illegal activity, for violating the posted rules of the establishment, or on the other grounds that statute allows. If we eject a guest, we will follow the notice and refund procedures the statute requires, including refunding any unused prepaid amount where the ejection is without cause under the statute. Ejection for cause forfeits the remaining nights.

13. Rewards Credits Applied to a Booking

BnB Rewards!™ credits applied to a direct booking reduce the amount payable and are not redeemable for cash. If a booking that used credits is cancelled, the credits are returned to your balance with their original expiration date, and any cash refund is calculated on the cash amount actually paid. Credits post only after a completed stay. Full rules are in the Rewards Program Terms.

14. Insurance and Personal Property

We do not insure your personal property, travel costs, or trip cancellation. You are responsible for securing your belongings. To the maximum extent permitted by law, and subject to the release and limitation of liability in Sections 14 and 16 of the Terms of Service, SLI is not liable for loss, theft, or damage to personal property, or for costs arising from a cancelled or interrupted trip.

15. Changes to These Booking Terms

The version of these Booking Terms in effect on the date your reservation is confirmed governs that reservation. We may update this page for future bookings; material changes are posted here with a new "Last updated" date.

16. Disputes

Section 17 of the Terms of Service — informal resolution, binding individual arbitration, the class-action and jury waiver, and the 30-day opt-out — applies to disputes under these Booking Terms. For a reservation made on a booking platform, that platform's mandatory dispute process applies to claims against the platform, and Section 17.6 of the Terms of Service governs which agreement controls.

17. Contact

Sustainable Life Investments, LLC — hello@parkpillow.com. We aim to answer booking questions within one business day.