Hello again! It’s important and necessary to review these FAQs and let us know you’ve read them. This is necessary so your trip runs smoothly and so you know everything you need to know prior to your arrival. It’s required that you sign indicating that you know the items.
Confirmation and signature is at the bottom.
2021 – COVID CANCELLATION POLICY – Basically, once you are within 45 days of your arrival or are visiting us on a US holiday, there is no refund available for your vacation expense. With COVID in the US, there may be exceptions. Should Eagle County or Colorado Government travel restrictions prohibit visitors from physically visiting Eagle County, 80% of the total shall be refunded (less any nights already used). Should Vail Mountain (Vail Resorts) shut down as a result of COVID related issues only (not weather, mechanical, etc.), an 80% refund shall be given, less any nights used.
CHECK IN TIME – Check-in time is 4pm MT – A minimum charge of $250 (value may be higher or lower depending on the property) will be added to your credit card if you check-in early, unless you have prior, written authorization to check in early. Unfortunately, we are not able to store your luggage or offer free parking prior to check-in time. Paid parking is available in Vail Village and Lionshead at the public parking locations. We are also not able to let you bring your luggage into the unit prior to check-in time or leave it there after check-out time. While we understand this can be a challenge but this is part of the difference of renting a private home and not a hotel.
CHECK OUT TIME IS 11am – This is on your date of exit. We are not able to grant late checkouts in most cases due to new guests arriving on the day you leave for home. If the unit has not been completely vacated by the checkout time, a minimum charge of 50% of the nightly rate will be charged to the reservation. If the unit has not been vacated by 1pm 75% of the nightly rate will be charged to your reservation.
YOU ARE VACATIONING IN A PRIVATELY OWNED HOME – NOT A HOTEL – there are no onsite staff and items you may need are not downstairs in a lobby. If you need something, it may need to be arranged – preferably before you arrive. For dining and other reservations, you are expected to be self sufficient unless you hire someone to provide concierge services (easy to find people online – even easier to book the reservations before you arrive). Also, because this is a private home, issues can arise, like in your personal home – example, a leak under a sink or a toilet overflows. We do our very best to prevent issues and if they come up, address them immediately. These are however NOT reasons to get a refund. Be aware, if a problem arises, someone may need to enter the home to make the repair.
IF YOU FIND A PROBLEM, LET US KNOW IMMEDIATELY – there are occasions where you may arrive in a home and find a problem or two – a scratch on the floor, a water mark stain on a piece of furniture. You must let us know ANYTHING you suspect immediately. We would ask that you text us photographs of what you find. We STRONGLY encourage that you do this on your day of arrival to avoid any issues at the end of your stay. We have our properties professionally checked after each departure for damage (thus before your arrival). All damage is photographed and saved in our software system. If you see any obvious damage (stains, tears, big scratches, broken items), you must notify us on the first day of your stay. As we discussed prior to your arrival, we have the right to charge your credit card for damages we deem caused during your stay.
SERVICE PERSONNEL – be aware that service personnel need to enter the home for quick visits to take care of the home (at minimum, hot tub service and linen pick up/drop off). These are normally during the day to avoid impacting your visit in the early or later hours. As you might imagine, their schedules may change slightly – especially during snow season.
HOUSEKEEPING – a ‘checkout’ clean is included in your reservation and was charged as part of your stay. This is to return the home to a rental-ready state. During your stay, housekeeping is NOT included with your reservation unless specified in your reservation agreement after having discussed it with management. Housekeeping may be added to your stay at an additional charge (charge will vary depending on the unit). Housekeeping is between 11am and 3pm and we DO NOT specify an exact time since the cleaning staff arrives at your location whenever they are free from their prior assignment.
PARKING – Each property comes with a specific number of spaces (usually 1). We are unable to provide any additional parking. Paid parking is available in Vail Village and Lionshead. If you elect to park anywhere other than your designated parking spot, you may be towed or ticketed. Be sure to park in your assigned parking spot.
YOUR VACATION DEPOSIT – 20% of the total is required at time of booking and is non-refundable. Cancellations must be made 45 days prior to arrival. A cancellation made after means you will forfeit your entire rental. Reservations canceled less than 45 days prior to arrival will be charged in full of the total and are 100% non-refundable.
YOUR VACATION PAYMENT(S) – All balances are made on the card that is provided at the time of booking and are collected, per the contract (usually 30 days prior), without notice – this is automatic. Again, no additional notification is given. Should you wish to make alternate arrangements for the type of payment you must provide to the Rental Manager prior to balance being taken.
BEDDING/LINENS, TOWELS AND BEDS – the home you are visiting has mattresses and sheets/linens that have been professionally cleaned in the home OR have been sent out to a service (this depends on the property you are visiting). While we never want to have any type stain on the sheets, towels or linens, this does happen – especially in the mountains where guests have accidental nose bleeds. This happens due to low humidity and may happen to you. Thus, the bedding materials are clean and we hope you enjoy them. If they are not suitable for your family, you have the option of bringing your own or purchasing items locally during your visit to meet your standards.
ITEMS IN THE HOME – we work very hard to provide a home that is comfortable and affordable. A home that has what most people would want in their vacation destination. If you arrive to find that something is not what you think it should be, feel free to let us know and we will consider it. In most cases, the home has been outfitted with items the owner feels are suitable and preferred.
PEDESTRIAN AREAS IN VAIL VILLAGE – some areas are only for walking and do not allow vehicles. It is up to you to understand where you are going to avoid any issues during your arrival – be sure to talk with your transportation company if there are any questions. Some areas require a short walk to the property and you are not allowed to park in close proximity to load/unload luggage.
HOT TUB – If the property has a hot tub, there is a weekly scheduled service. Service people must be allowed on/in property when they arrive for maintenance. They will, in some cases, provide the service when they are available and without notice. Do not let this surprise you.
‘LONG TERM’ RENTALS – if you are staying with us for 30 days or longer, we provide you with a startup level of supplies to get you going on your stay (bath tissue, paper towels, kitchen items, etc.). Supplies are not replenished during long term stays unless agreed upon in your rental reservation, including but not limited to: (firewood, propane, paper products, cleaning products etc.)
SHIPPING ITEMS TO THE HOME – We cannot accept items prior to your arrival for both liability and storage reasons. We can provide you with a company who can receive items prior to arrival. We can provide you with a shipping address to have items shipped during your stay. If items are shipped to us during your stay, delivery charges will apply and will depend on the number/size of items. Should you leave items behind when you exit, we can coordinate shipping those items to you for a fee and we respectfully ask that you pay this fee prior to us shipping the package(s) to you.
Let us know you read the items and understand them. If there are any questions, let us know.
