If any issues are encountered during your stay, please reach out to us as soon as possible! Timely communication is KEY in getting issues resolved. The guest services team will work to troubleshoot with you first before calling out a handyperson. If the handyperson is unable to find an issue or it was a user error, the guest will be subject to paying their fee. If there is an issue identified with the property, the owner will pay their fee.
1. Smoking/Vaping: No smoking or vaping is allowed on the premises. A $200 per day fee will be assessed for each day of the reservation if it is found that guests have been smoking or vaping on the premises.
2. Pet Policy: Pet-friendly properties will be marked “Pet Friendly” on the listing, in the description in multiple locations, and/or in the images on the listing.
- If the property IS pet friendly, we allow pets at the property at the cost of $10 per pet, per day. Emotional Support animals fall under this requirement as they do not have the same rights as Service Animals under the ADA.
- If the property IS NOT pet friendly, no animals are permitted at the property.
- Service Animals are permitted at ALL PROPERTIES at no extra cost, as they are protected under the ADA, as long as accommodations are reasonable.
Guests are required to pick up after their animal and will be charged $10 per exterior location if not cleaned up by the guest. If animals defecate or urinate on the floors, the guest will be responsible for payment for professional carpet cleaning services. If animals cause damage to the property, the guest will be responsible for paying for any repairs or replacement. For unauthorized pets, a $250 fee will be assessed.
3. Communication: Our guest services team is ready and able to help with issues that may arise. 24/7 monitoring is available on the booking platform of your reservation. If further assistance is needed, guests are welcome to text or call us outside of the platform. When reaching out please have the following information ready: The name on the reservation, the name of the property or address, and the city where the property is located. The guest may be redirected to information already provided in the listing or the booking platform messages.
4. Early Check-In/Late Check-Out: Guest requests are subject to our cleaning team's availability. As a standard, the fee is $15 per hour past or before the indicated departure or arrival time. If several extra hours are requested, guests may be required to book the day before or after their desired arrival or departure day. 24 hours advance notice is required. If not approved in advance, a $50 unauthorized late check-out fee will be assessed for each hour past the indicated check-out time.
5. Tours: For short stays (1-15 days) in-person tours are not available. For guests looking to stay for longer than 15 days, reach out for information about in-person tours.
6. Cancellation: By booking, guests agree to the cancellation policy on the listing, detailed on the booking platform. Cancellation policies are firm. If the dates of the initial reservation are rebooked by another guest after a cancellation from the original guest, a refund will be issued to the original guest.
7. Occupancy Limits: The maximum number of guests is indicated on the listing. The property may be able to sleep more guests in beds and non-traditional locations (sofas, couches, and/or air mattresses). Reach out with additional questions regarding occupancy, as it varies per property and county/city jurisdiction. Additional fees may be assessed for guests staying at the property above the number indicated on the reservation.
8. Reservation Changes: If a guest needs to change the dates of their reservation or the number of guests on the reservation, please submit a “Reservation Alteration Request”. Guests may be subject to adjustments in price due to the alterations made. The host reserves the right to deny requests.
9. Consumables: Paper goods, soaps, sponges, and detergents found at the property upon arrival are all that are included in the reservation. If additional items are needed, the guest is responsible for purchasing items for use during their stay.
10. Lost and Found: Guest items left behind will be held for 14 days. If guests believe they left an item, reach out to our guest services team via the booking platform. Items can be shipped to past guests for a $20 fee, plus the cost of materials and shipping. Payment must be received prior to shipping. After 14 days, items will be considered abandoned.
11. Acceptance of State of Property: Please survey the property upon arrival and communicate any pre-existing damages to avoid being charged for damages from previous reservations. Guests have the first two hours after check-in to report any issues. After that grace period, the guest accepts the condition of the property and will be subject to damages found after check-out.
12. Receiving Packages: Reach out to guest services for questions regarding receiving packages at the property, as it varies per property. The host is not responsible for items that are shipped to the property. For reservations longer than 15 days, the host may require a guest to sign a lease agreement outside of the booking platform or ask the guest to have packages delivered to another location or post office.
13. Pests: Professional pest control is required at all properties and is something taken very seriously by the host. If an unexpected bite or rash is reported, guests must seek medical attention to confirm the cause. If a medical professional confirms that the unexpected medical condition is due to pests, the host will contact a third-party pest control company to verify the presence of bugs in the property. Based on their report, appropriate action will be taken to control the pest, mitigate the damage, and make amends with the guest.
14. Locked Out: If a guest locks themselves out of a door with a key, guest services can instruct the guest on accessing the lockbox. If it is a door without a key, guests will be required to call a locksmith at their own cost. If someone from the host’s team is dispatched, a $60 fee will be assessed.
15. Moving Furniture: Moving furniture is not allowed. A $500 fee will be assessed if the cleaners have to move furniture to reset the property for the next guest.
16. Name on Reservation: Guests are not permitted to book on behalf of someone else. Exceptions cannot be made unless explicitly approved by the host, in writing, through the booking platform.
17. Extended Stay Cleaning Fee: For guests staying longer than 15 days, an additional fee will be assessed of 50% of the advertised cleaning fee. Extended Stay Cleaning Fee must be paid 24 hours prior to check-in or the reservation will be subject to cancellation.
18. Quiet Hours: Quiet hours begin at 10:00 PM each night and continue until sunrise. Quiet hours consist of keeping all audio and noise levels at a minimum level out of respect for the surrounding residents.
19. Missing/Broken Items: Any items missing or broken must be reported to the host. Please leave broken items on the kitchen counter when you leave. Additional charges may apply.
20. Garbage: No garbage or debris left outside unattended. All garbage must be bagged and stowed in the bins located on the property.
21. Doors and Windows: Please lock and close all windows and doors upon leaving to avoid wildlife/bug/critter encounters.
22. Parking: Specific information on parking limits can be found on the listing. Street parking is only permitted where signage indicates.
23. Cameras: Outdoor security cameras may be in use and are disclosed on the listing. No cameras are located in or pointing to indoor spaces.
24. Please be patient as we work to improve the property! Our properties might require light maintenance and service during your stay, depending on vendor schedules. In the event that work needs to be done on the property during your stay, we will let you know in advance that a maintenance team member may stop by the property. If no one answers the door, they will have access to the property to service it during normal business hours.
