Frequently Asked Questions
Q. What is check in/check out times?
A. Normal check in time is 4:00 pm or later and check out time is 11:00 am or sooner. Early check in/out may be available as long as there is no one checking in or out that day for a small additional fee and management approval. Early check in/late check outs are not guaranteed.
Q. How do I make a reservation?
A. There are 2 ways to make a reservation. 1) You can call our office at 866-931-6210 during our business hours and speak with someone. 2) You can book online from our website 24 hours a day, 7 days a week for your convenience.
Q. What form of payments do you take?
A. We accept Visa, Master Card, Discover, and AMEX. Your initial payment will require a valid credit card. Your final payment can be a check if you wish.
Q. How much is due at the time of making the reservation?
A. IF the reservation is more than 30 days out then approximately 50% of the total is due at the time of booking and the balance is due within 30 days prior to arrival. IF the reservation is less than 30 days out the entire amount is due at that time of booking. However, other arrangements can be made to accommodate your pay period.
Q. What is the minimum age requirement to make a reservation?
A. You must be 24 years old to reserve a rental property. A copy of your driver license is required with the rental agreement. Booking a rental under false pretenses constitutes as fraud and no refund will be issued if a reservation is made.
Q. What fees are added to the cost of the rental rate?
A. The additional fees are the cleaning fee (varies on size of home), state & local taxes, $45 accidental damage insurance, and optional trip insurance (7% of total cost).
Q. How do I make my final payment?
A. If you have a balance on your reservation, you can log in to our Guest Portal on our website if you wish to make a payment. Your log in info will be on your confirmation email you received when you first made the reservation. You will also be able to digitally sign the rental agreement as well. OR you can call our office with the payment information. If we haven't heard from you and you still have a balance within 30 days prior to arrival, we will use the credit card we have on file.
Q. How do we get the keys/codes for our rental?
A. You will receive an email 5 days prior to arrival with the directions and access code(s) for your rental. Some rentals do not have keys but electronic door locks. Your directional packet will state the access codes. We offer a self-check in so you'll drive straight to the rental, get the keys out of the lock box (if applicable) and make yourself at home. For most of the rentals with keys, there should be an additional key inside for you to use and you'll return the 1st key back to the lock box.
Q. What is your cancellation policy?
A. Our cancellation policy requires that a fee of $100.00 be charged for a cancelled reservation. If this reservation is cancelled less than 45 days out, no refunds can be made until the property has been re-rented and confirmed. If the property is not re-rented, Tenant's entire advance rent payment must be forfeited, in addition, no refunds of any kind other than the aforementioned cancellation refund can be made without authorization from the property owner. No transfer can be made once the reservation has been confirmed. All cancellations MUST be received in writing. If you purchased travel insurance you may be due a refund from the travel insurance company. Travel insurance is non-refundable.
Q. Can we bring our dog?
A. Some of our rentals are pet friendly. However, you must get approval from management and there will be a nonrefundable pet fee. For dogs weighing less than 40 pounds, the pet fee is $50-$100 (plus tax) and for dogs weighing more than 41 pounds is $75-$100 (plus tax). Not all pet friendly rentals will allow larger dogs. The pet fee does not cover excessive pet hair, especially on the bedding and furniture, damages caused by your pet, or clean up after your pet. Pets are to be in control by someone at all times while outside. Please be kind and clean up after your pet's "business". Unauthorized pets, especially in non-pet friendly rentals will be charged a minimum o $200.
Q. What if I break something during our stay?
A. No one plans on damaging anything when they go on vacation. However, accidents can and do happen. This is why we offer the optional Accidental Damage Insurance for only $45. This will cover up to $1,500 of any unintentional damages. IF they do happen while staying with us, please give us a call prior to check out and report the damages. We will file a claim and get it repaired and you don't have to pay anything at all.
Q. How much do we have to pay for the damage deposit?
A. The amount of the optional damage deposit varies on the size of the rental. The price ranges from $200 - $3,000. However, we do offer damage insurance (Accidental Damage Insurance) for a onetime fee of $45. This insurance will cover up to $1,500 worth of any damages caused by you or anyone in your group. The damages must be reported to management prior to departure in order for the insurance to cover the damages. You choose either the damage insurance OR the damage deposit, but NOT both. IF you paid the refundable damage deposit, your refund (if no damages) will be mailed back to you to the address we have on file for your reservation.
Q. What happens if we can't make it because of the snow? Can I get a refund?
A. We're sorry but there are no refunds due to inclement weather. Please keep in mind that as you make a reservation during the winter months, that we never know what the road conditions will be like on you specific time you're visiting. As you plan your trip to the mountains, please remember we do get rain, snow, and some foggy days and occasional inconveniences which are out of our control. Winter weather in the Blue Ridge Mountains can occur from November through April. The majority of our rentals are accessed by mountain roads, which will be icy in during winter weather. For the safety of you and your guests, please be prepared to drive in snow and ice. This means 4 wheel drive/AWD, good tires, and/or chains. It is your responsibility to be prepared for hazardous road conditions. We DO offer Trip Insurance that may entitle you to a refund from the travel insurance company. The cost of this insurance varies with the cost of your reservation.
Q. Are linens provided?
A. Yes, all linens (bed/bath/kitchen) are provided for your convenience. We provide one towel and washcloth per person that each respective house accommodates. If you routinely use two towels after bathing, you may want to bring some of your own. The beds will be made with clean linens prior to your arrival. However, if you are staying at a rental with a hot tub, we ask that you bring your own towels to use with the hot tub.
Q. Can we bring our firearms and set up a spot for target practice?
A. You have the right to bring your firearm. However, discharging of firearms is prohibited at ALL of our rentals (except in the an extreme emergency). There are local shooting ranges you can visit for target practice.
Q. What supplies will we need to bring with us for our stay?
A. To keep our rental rates low, we will provide you a starter supply of toilet paper (1 roll/bathroom), 1 roll of paper towels, starter supply of trash bags, starter supply of dish soap & dishwasher detergent. We do not provide laundry detergent for our rentals so you'll need to bring your own if you plan on doing your laundry. We do not provide firewood for the wood burning fireplace nor the outdoor fire pit. We do it this way so we can keep our rental rates as low as possible. Several rental's rates have not had a rate increase in over 6 years!
Q. What happens if a property is for sale and a real estate agent want to show it?
A. Occasionally, a rental property may go on the market for sale. In such case, we reserve the right to show the property to qualified buyers. We will make every effort to schedule the showing at a convenient time and to avoid interrupting your vacation. Your cooperation is appreciated. If you rental property is sold 180 days of your rental departure date, your lease will be enforced. IF the property is sold more than 180 days from your departure date and is no longer offered for rent, we will make every effort to accommodate your needs or refund your money.