POLICIES

The Opal and West House – Guest Policies

Welcome to The Opal and West House. Our policies are designed to ensure a safe, comfortable, and enjoyable experience for all guests while protecting the integrity of our property and its unique furnishings. By completing a reservation, you agree to abide by the following terms and conditions.

Section 1: Reservation, Financial, and Unauthorized Use Policies

Reservations and Payment

Reservations are required. A reservation is not considered complete until a confirmation is sent by The Inn to the email provided. Standard reservations include overnight accommodations, full breakfast, and access to Inn amenities and are subject to state and local taxes. Guests agree to provide a valid credit card prior to or at check-in to cover incidental expenses, damages, repairs, or violations of these policies.

Deposits and Final Payment

A deposit equal to 50% of the reservation total is required to guarantee a reservation. Final payment is due prior to arrival and no later than check-in. Final payments will be automatically charged on the day of your scheduled arrival using the credit card on file. Changes in payment method are allowed if we receive the new method before the due date. Email the Innkeeper if you ever wish to change or add a payment method.

Forms of Payment Accepted

Visa, MasterCard, Discover, and American Express are accepted. Cash, checks, or money orders are not accepted from retail guests. Corporate entities may pay by check if payment is received at least 14 days prior to check-in to allow time for bank clearance. All guests must still provide a valid credit card on file for incidental charges.

Discounts and Special Offers

Discounts and specials are available only at the time of the initial reservation and cannot be combined. Discounts are not valid on specific holidays unless stated in the promotional material.

Booked Date Transfers

Dates booked are not transferable to different dates.

Cancellation Policies

For standard reservations (1–6 rooms):

  • A $45 administrative fee applies to all cancellations per room.

  • If canceled more than 14 days before the scheduled arrival date, guests are charged for one night per room.

  • Cancellations made 14 days or less before arrival are responsible for the full booking balance.

  • No-shows or early departures are charged in full.

For Whole House buyouts:

  • A $45 administrative fee applies to all cancellations per room.

  • Whole House buyouts require a 50% deposit at the time of booking, with the remaining balance due 30 days prior to check-in.

  • Unless a substitute payment method has been provided prior to the due date, the card on file will be automatically charged for the remaining balance 30 days before arrival.

  • Cancellations made more than 30 days before check-in will forfeit the deposit or one-half of the total buyout amount, whichever is less.

  • Cancellations within 30 days of check-in receive no refund.

We strongly recommend that guests purchase travel insurance to protect against unforeseen circumstances, travel delays, or emergencies.

Damage, Cleaning, and Unauthorized Use

Guests are financially responsible for any damage to rooms, furnishings, fixtures, or the property caused by themselves or their invitees. This includes but is not limited to missing items, stains, spills, excessive cleaning needs, or unauthorized use of the property such as parties or gatherings beyond registered occupancy.

A temporary $200 authorization hold will be placed on the credit card on file at check-in and released after inspection once housekeeping has confirmed there are no damages, missing items, or violations. Please note that it may take a few days for the release to appear, depending on your bank’s policies.

By completing a reservation, the Guest expressly authorizes The Opal and West House to charge the credit card on file for any such costs without additional consent. An itemized statement and supporting documentation (such as photographs or cleaning invoices) will be sent by email within 48 hours.

Fee Schedule:

  • Excessive Cleaning: Minimum $150, or $50 per hour for specialty cleaning.

  • Smoking, Vaping, or Burning Candles/Incense Indoors: $300 per room requiring odor remediation.

  • Unauthorized Party, Event, or Gathering: $500 per incident plus potential termination of stay without refund.

  • Stained or Missing Linens/Towels or Furnishings: Actual replacement cost.

Fire Safety and Outdoor Use

The Inn’s outdoor gas fire feature is for relaxation only. No food may be cooked (including marshmallows, s’mores, or hot dogs), and no materials (paper, trash, leaves, etc.) may be placed or burned in the fire. Guests may not tamper with gas controls. Misuse of the fire feature may result in additional cleaning or damage charges and, at the Innkeeper’s discretion, termination of the stay without refund. Children must be supervised at all times when near the fire feature.

Third-Party Bookings

Guests booking through OTA platforms such as (but not limited to) Airbnb, Expedia, or Booking.com are subject to all Inn policies. The Inn is not responsible for communication delays or errors on those platforms.

Section 2: Liability, Indemnification, and Guest Conduct

Liability and Assumption of Risk

Guests acknowledge they are voluntarily choosing to stay at The Opal and West House and accept responsibility for their own safety and belongings. Use of amenities, including the outdoor fire feature and common areas, is at each guest’s own risk.

The Opal and West House, its owners, and employees will not be held liable for loss, theft, injury, illness, or damages except where caused by proven gross negligence. The Inn’s total liability shall not exceed the amount paid for the reservation.

Guests agree to indemnify and hold harmless The Opal and West House, its owners, and staff from any claims, damages, or expenses arising from their stay.

Guest Conduct and Quiet Hours

Quiet hours are observed from 10 p.m. to 7 a.m. Guests must maintain respectful and orderly conduct. The Inn reserves discretion to issue a warning or terminate a stay without refund for disruptive, unsafe, or policy-violating behavior.

Decency, Respect, and Illegal Activity

The Opal and West House maintains a zero-tolerance policy toward abusive, threatening, discriminatory, or disrespectful behavior toward staff, other guests, or neighbors.

The possession or use of illegal drugs, weapons, or prohibited items is forbidden anywhere on the property. Prohibited items include, but are not limited to, drugs or paraphernalia, firearms, fireworks, explosives, hazardous materials, cooking appliances, hot plates, and open-flame candles.

Cooking anywhere on the premises is prohibited. Microwaves and mini-fridges, where provided, are for simple reheating or storage only.

Guests violating these policies may be required to vacate immediately without refund. The Inn will cooperate fully with law enforcement when necessary.

Lost or Left-Behind Property

The Inn is not responsible for lost or left-behind items. Found items will be held for 14 days and may be returned upon request at the guest’s expense. Please email the Innkeeper if you believe that you left an item at the Inn and we will make every effort to return it to you. Packing and shipping fees may be charged to the credit card on file.

Section 3: Occupancy, Children, Pets, and Service Animals

Room Occupancy Limits

  • Floret Suite: 2 guests

  • Garden Suite: 2 guests

  • Aviary Suite: 2 guests

  • Travellers Suite: 2 guests

  • Camp Suite: 4 guests

  • Tree Top Suite: 2 guests

  • Night Owl Suite: 2 guests

No guest may sleep or permit others to sleep outside their booked room. Additional occupants beyond these limits are prohibited without written authorization.

Children and Supervision

The Inn welcomes children. Highchairs and travel cribs are available by prior request (crib bedding not provided). The property is not child-proofed; parents or guardians assume full responsibility for supervision and safety. Children under 16 may not be left unattended anywhere on the property or in guest rooms.

Pets and Unauthorized Animals

Pets are not permitted. Unauthorized animals will incur a $300 cleaning fee per room plus additional costs if repairs or extra cleaning are needed. The Inn may require removal of the animal and termination of the stay without refund.

Service Animals

Service animals as defined by the Americans with Disabilities Act (ADA) are welcome. Advance notice is appreciated.

Service animals must remain under control, not be left unattended, and may not jump on or soil furniture. Damage or cleaning costs due to an animal will be charged to the guest’s account.

Emotional-support or therapy animals are not considered service animals under the ADA.

While the ADA allows some facilities to consider miniature horses, The Opal and West House cannot safely accommodate them, and miniature horses are not permitted.

Section 4: Property Access, Check-In/Out, and Non-Availability

Check-In and Check-Out

Check-in is after 3:00 p.m.; check-out is by 11:00 a.m. Early check-in or late check-out may be available by prior arrangement and may incur a fee.

Access, Keys, and Door Codes

Exterior doors are accessed via entry code after hours; guest rooms use physical keys issued at check-in. A $15 replacement fee applies for each lost or unreturned key. Access codes are confidential and must not be shared. Guests must ensure doors are securely closed. The Inn is not responsible for theft or damage to personal property.

Registered Guests and Visitors

Only registered guests may remain on the property after 11:00 p.m. Visitors must depart by that time unless written permission is granted. Unauthorized visitors or gatherings may result in termination of stay without refund.

Right of Entry

The Inn reserves the right to enter guest rooms for housekeeping, maintenance, safety, or emergencies. When practical, reasonable notice will be given.

Security and Video Monitoring

For the safety and security of our guests and staff, The Opal and West House utilizes video and audio surveillance in exterior and common-area locations such as entrances, hallways, parking areas, and other public spaces. Recording is continuous and may be used to assist in the investigation of property damage, theft, or safety incidents.

Cameras and audio surveillance are not placed in or monitor any private areas, including guest rooms or bathrooms. By entering the property, guests consent to such monitoring for legitimate security purposes only.

Force Majeure & Non-Availability

The Inn is not liable for non-performance due to events beyond its control, including weather, disasters, public health orders, utility interruptions, civil unrest, or other force majeure events. Liability is limited to refunding the unused portion of the stay or rescheduling. The Inn strongly recommends travel insurance.

Substitution of Accommodations

In the event a reserved room becomes unavailable due to maintenance issues, flooding, or other system failures, the Inn may relocate the guest to an equal or upgraded room at no additional charge. If only a lower-priced room is available, the rate will be adjusted downward. If no suitable room is available, liability is limited to refunding payments for the unused portion of the stay.

Parking

Parking is for registered guests only. The Inn is not responsible for theft, loss, or damage to vehicles or contents. Park only in spots designated by white parking lines. Parking in the grass, flower beds or over the curb are strictly prohibit and may result in towing at the owner’s expense.

Section 5: Art, Antiques, and Collectibles

The Opal and West House features a rotating and curated collection of artwork, antiques, and decorative pieces that reflect the character and history of the property. These items are for visual enjoyment only and may not be touched, handled, moved, or repositioned without approval.

Guests are financially responsible for any loss, theft, damage, or defacement of artwork or collectibles caused by themselves or their invitees. Valuation will be based on replacement cost if replaceable or fair market value if unique or one-of-a-kind.

The Inn reserves the right to charge the credit card on file for such costs and recover any additional expenses, including appraisal, restoration, or legal fees.

Section 6: General Terms and Acceptance

Acceptance of Policies

By making a reservation, paying a deposit, or occupying a guest room, the Guest acknowledges and agrees to all Inn policies. These terms form a binding agreement between the Guest and The Opal and West House.

Governing Law and Venue

These policies are governed by the laws of the State of North Carolina. Any legal proceedings shall occur in Cleveland County, North Carolina, unless otherwise agreed in writing.

Severability

If any provision is deemed invalid or unenforceable, the remaining provisions remain in full effect.

Entire Agreement

These policies, together with reservation confirmations and written correspondence, constitute the entire understanding between the Guest and The Opal and West House.

Policy Revisions

The Opal and West House reserves the right to revise or update these policies at any time without prior notice. The most current version will always be available on our website at www.opalandwest.com.

Updates apply to all future reservations and to existing reservations where the changes do not materially affect the terms under which the reservation was made. For material changes, guests with active bookings will be notified using the contact information provided at the time of reservation.