Everything you need to know about our services and billing.
You can book directly through our official website for the best rates and direct communication. We also list our properties on select Online Travel Agencies (OTAs) like Booking.com, Airbnb, and Vrbo.
We understand this can be very frustrating.
If you canceled your booking: Your cancellation will be processed according to the cancellation policy you agreed to at the time of booking.
If your booking was made through Booking.com and then canceled: Please note that in some instances, Booking.com may unilaterally cancel reservations for reasons specific to their platform, without prior consultation with us or the guest. If your cancellation originated from Booking.com, you should direct any inquiries about their decision to Booking.com directly.
If your booking was canceled by Signature Enterprise: This is extremely rare and would only occur under unforeseen circumstances (e.g., property damage, double-booking error, or policy violation). In such cases, we would notify you immediately and process a full refund.
For all eligible refunds where Signature Enterprise processed the original payment, refunds are processed within 30 business days from the date of cancellation. We understand that waiting can be inconvenient, and we appreciate your patience as we finalize this process. You will receive a confirmation once your refund has been successfully issued.
For security and compliance reasons, our payment system is designed to only issue refunds back to the exact credit card used for the original transaction. If your original card has been cancelled, expired, or replaced, our attempts to refund to that card may be rejected by your bank. In such cases, we require your cooperation to arrange an alternative refund method. Please contact our support team immediately at 1-866-214-1064 or billing@signaturenterprise.com if your original card is no longer active. We will work with you to arrange a refund via bank transfer or check, requiring additional verification steps.
If you have already initiated a chargeback while our refund is in progress, it will unfortunately automatically cancel our direct refund attempt. This forces the refund process into a much longer and more complex dispute resolution through the credit card networks, which can take up to 90 days or even longer to resolve. We strongly advise against filing a chargeback if you are awaiting a refund from us, as it will significantly delay your access to funds.
This depends on how and where you booked:
Direct Bookings: Payment details will be outlined during the booking process on our website.
OTA Bookings (e.g., Booking.com, Airbnb, Vrbo): The payment schedule (e.g., charged at booking, charged 7 days before arrival) and who processes the payment (the OTA or Signature Enterprise) will be determined by the specific platform and the rate plan you selected. Please refer to your booking confirmation from the OTA for these details.
All charges for Canadian properties will be processed in Canadian Dollars (CAD). If you are booking from outside Canada, your bank or credit card company may apply currency conversion fees. Properties are charge in their location currency.
Our properties are located in various prime locations across Vancouver, BC, Calgary AB or Turcs and Caicos offering convenient access to local attractions and transport. Specific addresses and directions will be provided in your booking confirmation.
Amenities vary by property. You can find a detailed list of amenities for each specific property on its dedicated listing page on our website or the OTA where you are viewing it.
Our standard check-in time is 3:00 PM and check-out time is 10:00 AM. Early check-in or late check-out may be available upon request, subject to availability and an additional fee. Please contact us in advance to arrange.
You can reach our support team via:
General Inquiries: info@signaturenterprise.com
Billing Inquiries: billing@signaturenterprise.com
Phone: 1-888-214-1064 or 587-330-2488
Contact Form: https://www.signaturenterprise.com/contact
We assure you we are not ignoring your communications. We strive to respond to all inquiries as quickly as possible. During peak times or for complex issues, response times may be longer. Please ensure you are sending all communications to our official contact channels. If your original query was related to a refund, please review the refund timelines detailed above.
