Frequently Asked Questions
How do I make a reservation?
Please email your booking request to [email protected], including your dates, # of guests, the property you would like to rent, and any other pertinent questions or details regarding your stay. Someone from our sales team will get back with you as soon as possible with booking details, including payment options and terms and conditions. A deposit is required to hold the property, with full payment due at 30 days from your arrival.
What is the cancellation policy?
All bookings require a $500 deposit to hold your dates, with full payment due at 30 days from your arrival. Cancellations received 90 or more days prior to your reservation are fully refundable. Cancellations made 30 -90 days from arrival are refundable minus the $500 deposit. All cancellations inside of 30 days are non-refundable. Travel insurance is highly recommended!
Why do you require a security deposit?
A $500 security deposit is required for all bookings. This deposit will be used to cover any incidentals, breakages beyond what is normal, theft, or additional costs incurred by the homeowner for failures to follow the procedures outlined in the manual. Your deposit will be refunded no more than 7 days after your departure, minus any additional expenses incurred. This is simply to ensure our guests make an effort to respect the property and the neighborhood. This will be used to cover any expenses above and beyond what is normal wear and tear on the home, including additional cleaning services.
Can I get an early checkin or late checkout?
Checkin is at 4pm, and checkout at 11am. Early checkins and late checkouts are generally not possible due to the time it takes to clean an entire home. The only way to ensure an early arrival or late departure is to purchase an extra night. Please let us know if you would like to do that.
What do I need to do before checkout?
Your property will come with a manual outlining everything from how to operate the TV, to neighborhood rules, to checkout procedures. You are responsible for reading the manual and following these procedures. You may not receive your full deposit back if you fail to do so.
What if I arrive late at night?
No problem! Your property will have a lockbox on the door. There is no need for you to stop anywhere on your way. Your checkin instructions will have the lockbox code for you to access the property whenever you arrive. <b>PLEASE NOTE:</b> Should you have trouble finding the property, opening the lockbox, or any other problems checking in, there will NOT be checkin assistance after 8pm. If you are concerned about arriving late knowing there will be no one available, we recommend planning your trip to arrive during business hours before 8pm.
What is included in the kitchen?
You will be able to use the fully stocked kitchen at your rental property. Most standard appliances and utensils will be available. There will not be any provided condiments or food other than what unrefrigerated items may be left behind by the previous group.
Is the pool heated?
If your vacation rental has a pool, it will most likely be heated. This is not always the case however, so please refer to your checkin details or ask one of our sales associates for specific info on your property.
Can I bring my pet?
In most cases, pets are not allowed at the residence. Some homeowners do allow pets, in which case a pet fee will be assessed. Please refer to your checkin details or ask one of our sales associates for pricing and specific info for your property.
Is there a washer/dryer?
All properties will have a washer and dryer you may use. Soap will most likely be supplied, but is only stocked every 30 days, so will not be guaranteed.
What do we do if there is an emergency?
In case of a lockout, A/C failure or water leak, please call 970-658-6587 and leave a detailed message regarding the issue. Someone will return your call as soon as possible. Calls will not be returned for any non-emergency issue. These numbers are also provided in your checkin info.
What happens if we need help with something?
For all non-emergency issues, please call 480-427-4003 and someone will return your call as soon as possible. For some matters, there are instructions in the property manual, so please check this first. In case of a lockout, A/C failure or water leak, please call 970-658-6587 and leave a detailed message regarding the issue.
When do I get the home address?
You will receive your checkin information 7 days prior to your arrival via email. This PDF document will include the home address, lockbox code, wi-fi password and other important details. This policy is to protect guest privacy and disturbance cause by the early arrival of unscheduled guests.
Will there be linens and towels?
Yes, all linens and towels will be provided. There will be 1 bath towel per person, 2 washcloths per person, 1 pool towel per person, and 2 hand towels per bathroom.
Will cleanings be included?
Each property will be cleaned by a contracted professional cleaning company after departure. Unlike a hotel or resort, there will not be a daily cleaning service. This can be arranged for an additional cost, and is will be based on the availability of our cleaning crew. Please ask us if this is something we can schedule for you. As outlined in the “Checkout Procedures” in the manual, you will responsible for loading the dishwasher, taking out trash, and picking up trash and cigarette butts throughout the home and outside. Cleanings that require more than 4 hours will be billed at $100/hr and subtracted from your deposit.