Booking Terms & Cancellation Policy
Booking and Payment Entity
Direct reservations offered through the Bello Homes website are operated in connection with the property-management and hospitality services of Bello Homes LLC. Payments for direct reservations are accepted and collected by BH Direct Bookings LLC, an affiliated entity established for direct-booking transactions, and are processed securely through Stripe.
References in these Booking Terms to payment collection, charges, refunds, deposits, or other direct-booking payment transactions may therefore involve BH Direct Bookings LLC as the entity receiving or returning funds through the applicable payment method. Guest and reservation support is provided through Bello Homes.
1. Your reservation and payment
The full amount shown at checkout — nightly rate, cleaning fee, any pet fee, a 5% service fee, and lodging taxes — is collected by BH Direct Bookings LLC and processed securely by Stripe. For instant bookings, payment is collected when you book. For requests to book, Stripe authorizes your card at checkout and BH Direct Bookings LLC collects payment only after Bello Homes confirms your request, as shown at checkout. Every line is itemized before you pay; the service fee supports secure payment processing, guest support, and your stay portal, and is a fraction of the guest fees charged by major booking platforms. Your reservation is confirmed the moment payment succeeds; you'll receive a confirmation email with your reservation code and an itemized invoice. That confirmation, together with these terms, is our agreement.
Reservations with a same-day check-in cannot be completed online. If you're arriving today, call or text +1 (984) 205-8020 and our concierge will arrange it personally.
2. Cancellation policy — stays under 28 nights
Full refund — 100% of everything you paid.
50% refund of the total paid.
The reservation is non-refundable.
No refunds are made after check-in, for no-shows, or for early departures. Approved refunds for direct reservations are returned by BH Direct Bookings LLC to the original payment method through Stripe and typically appear within 5–10 business days, depending on your bank.
3. Cancellation policy — stays of 28 nights or more
A long stay is fully refundable only when cancelled within 48 hours of booking and at least 28 days before check-in.
Outside that window, long-stay reservations are non-refundable. If circumstances change, contact us — we'll always look at what's possible, but we can't promise exceptions.
4. Date changes
We're happy to move your dates when the calendar allows it. A date change does not restart the cancellation windows above — they're measured against your original booking and the earlier of your original or new check-in date.
5. House rules
- The person booking must be 18 or older, must be part of the group staying, and is responsible for the whole party.
- Occupancy is limited to the guest count on your reservation. No parties or events.
- No smoking indoors. Pets only at homes that allow them, with the pet fee paid.
- Quiet hours are 10 PM to 8 AM out of respect for the neighbors.
- We may ask for a government-issued ID matching the booking name before or during your stay.
- We may cancel a reservation without refund, with documentation, where these rules are violated or the home is used for unlawful activity.
6. Damage
You're responsible for the home during your stay. Damage beyond normal wear, smoking indoors, unauthorized pets, or conditions requiring extraordinary cleaning are documented with photographs and charged or pursued through a resolution claim.
7. Check-in, access, and proof of stay
Check-in is from 4:00 PM and check-out is by 10:00 AM. Your door code and Wi-Fi details are delivered through your secure guest portal; the door code becomes available at 12:00 PM on your arrival day.
By booking, you agree that our records of your reservation — including confirmation and check-in emails, your acceptance of these terms at checkout, guest portal access, door-code retrieval, and message history — may be used as evidence that the stay was delivered, including in any payment dispute.
8. Billing questions come to us first
If anything about your stay or your charge isn't right, contact us first — email team@bellohomes.co or call +1 (984) 205-8020 — and a real person will make it right, quickly. You agree to give us that chance before initiating a payment dispute; disputes filed without contacting us will be answered with the records described above.
9. The rest of the picture
Our Terms of Service (including governing law — North Carolina) and Privacy Policy apply to every reservation. If anything here conflicts with the Terms of Service, these Booking Terms control for your reservation.