Answers To Our Most Commonly Asked Questions - Kabino

Answers To Our Most Commonly Asked Questions

Please carefully read the information below.

 

We’re working on putting together amazing area guides with additional information. Check the state and city pages to see if they’re up yet!

 

Reach out to us if you still have questions. We have a chat option on our website, or you can reach us by phone or email.

 

We look forward to having you as our guest!

 

Office Hours: 9am to 6pm MST
Non-emergencies: extension 1
Emergencies: extension 2
After-hours assistance is for emergencies only.
All other items will be responded to at our earliest convenience during office hours.
Emails, messages, and voicemails are monitored during office hours.

  • Reservations - Booking & Payments
  • Reservations - Modify & Cancel
  • Reservations - Arrival & Departure
  • Reservations - General
  • Property, Amenities, & Do's/Don'ts
  • Outages & Emergencies

Reservations - Booking & Payments

  • Is my reservation confirmed when I book online?

    Yes, once you book online, your reservation is confirmed. We will email you a booking confirmation immediately after booking. Inside the email will be a link to electronically sign your rental agreement with us.

  • What forms of payments do you take?

    We accept Visa, MasterCard, Discover, and American Express only. We do not accept any other form of payment at this time. The credit card holder must be the one to make the reservation, and the name on the reservation and the name on the credit card must match.

  • When are payments processed?

    If you book 60 or less days prior to arrival, your total reservation charges are processed at the time of booking. If you book 61+ days prior to arrival, half of your reservation charges are processed at the time of booking, and the remaining half of your reservation charges are processed 60 days prior to arrival. We will email you a reminder within a week prior of that second and final payment due date. All payments are automatically processed against the credit card on file and there is nothing you need to do on your end. Email receipts are sent upon each credit card payment. See our PAYMENTS section on our Rental Agreement page under the Guest FAQ'S menu for more details.

  • Can I make a payment with two different credit cards in my name?

    Your initial payment will be processed on the one credit card you provide at the time of booking. If you are booking 61+ days prior to arrival and would like your remaining payment(s) processed on a different credit card, please give us call with the new credit card details. Once updated on our end, we will request that you provide written authorization for the change(s) on the new credit card.

  • Can the payment be split between two or more families in my group?

    It's much easier if your group uses a service like Zelle or Venmo to work out splitting the payment between all parties. However, we do have the ability to process a credit card from another member of your group other than the reservation holder. Please provide that other member with your reservation number, the arrival/departure dates, and the name on the reservation (we will confirm this information when they call). Then have them give us a call to make a one-time payment on the reservation. We will email them a request for their written authorization for the charge(s) on their credit card. Access instructions will not be sent unless we have received said written authorization to our satisfaction. We cannot discuss reservation details with anyone other than the reservation holder.

  • Do you offer any discount codes?

    Check out our SPECIALS page for any specials we're running right now. You can also contact us directly and we'll be more than happy to see if we have any discount codes available. Only one discount code per reservation. Not applicable on previously booked reservations. Blackout dates and restrictions may apply. Discount codes can only be applied to reservations booked on www.kabino.com or with us over the phone directly.

Reservations - Modify & Cancel

  • How do I modify my reservation dates?

    All modification requests must be submitted in writing. Simply reply to any of the emails we've sent you, and let us know the details of your request. You can also call us to discuss it, but we will still need the request in writing before we're able to process the modification.

  • What is your cancellation policy?

    In layman terms... If you cancel 61+ days prior to arrival, there is a $50 cancellation fee, and all other monies paid-to-date are refundable. If you cancel 60 or less days prior to arrival, there is a $150 cancellation fee, you are automatically eligible to be refunded the housekeeping fee and the trust & safety fee, all nightly rent/tax refunds are subject to us rebooking your dates with another guest, and nightly rent/tax refunds are prorated based on what the new guest(s) paid compared to what you paid. See our CANCELLATION POLICY on our Rental Agreement page under the Guest FAQ'S menu for more details.

  • How do I cancel my reservation?

    All cancellation requests must be submitted in writing. Simply reply to any of the emails we've sent you, and let us know the details of your request. You can also call us to discuss it, but we will still need the request in writing before we're able to process the cancellation.

  • When are refunds processed?

    In layman terms... If you cancel 61+ days prior to arrival, refunds are usually processed within 48 hours of cancellation. If you cancel 60 or less days prior to arrival, applicable refunds are processed after the departure date, and usually within two weeks of said date. See our REFUND OF PAYMENTS on our Rental Agreement page under the Guest FAQ'S menu for more details.

  • Can I get refunded if I can't make it due to road or weather conditions?

    Short answer... no. Please see our "There is bad weather and/or road conditions." question in the Outages & Emergencies section below. Please refer to our Rental Agreement page under the Guest FAQ'S menu for more details.

Reservations - Arrival & Departure

  • How/When will I receive my access instructions?

    We will email you access instructions 3 days prior to arrival as long as you are paid in full and you've electronically signed our rental agreement (emailed to you at the time of booking). Please be sure to check your spam folder as well! Please do not wait until you've arrived at the property to start looking for your access instructions. Some areas have limited cell reception. Plan ahead and download/print your access instructions and door code(s) so you have them when you need them!

  • It's less than 3 days prior to arrival & I don't have my access instructions. What do I do?

    •Is your rental agreement signed? (If your link has expired, let us know and we'll send you a new one). •Are your booking charges paid in full? •Did you provide us with the correct email address? (We email whatever you enter during the booking process.) •Have you checked your spam/junk/trash folders?? Search for "Kabino". •Reservations made 3 or less days prior to arrival: Your general access instructions may be automatically sent prior to a door code being generated. Please reach out to us and let us know that you need a door code and we can take care of this for you! Our suggestion is NOT to wait until you're at the property to get ahold of us as some areas have limited cell reception.

  • How do I get to my rental?

    Be aware, some maps are not updated in rural areas and simply typing the address may take you to the wrong place. Please follow our driving directions and use the map link we provide in the access instructions, as it's based on the home’s latitude and longitude.

  • Can I park my RV at your home?

    We do not allow RVs at our homes.

  • How do I get inside my rental?

    •All of our homes have either a keyless entry pad on the door, or a lockbox near the door with a key to the home. The code(s) and how to use it will be provided to you in the access instruction email. •For keypads: they each work differently. Please carefully read and follow the instructions for your home in the access instruction email. If there is an issue with the keypad and/or your code, please call us. Technology is supposed to make our (and your) lives easier. However, there are rare occurrences when it's not a perfect system. Your patience and understanding is appreciated. •For lockboxes: Line the 4 numbers up to match the code we'll send you, put your hand on the top of the box and pull towards yourself to open (hinge is on bottom of box), and retrieve the key. Make sure to put the key back in the lockbox (close fully and tumble the numbers so it locks) after each use, when you go out for your daily adventures, and upon your final departure. Do not take the key with you! If you do have any issues during your stay that require maintenance or housekeeping assistance, we may not be able to assist you if you are not at the property when we arrive and you have not left the key in the lockbox. You will be charged $50 if you lock the key inside the home, lose the key, or take the key with you when you depart. An additional locksmith charge may be assessed depending on the situation. •Make sure to lock all doors and windows when you go out for your daily adventures and when you depart.

  • Can I have an early arrival time?

    Check-in time is after 4pm at your convenience. Please reach out to us the day of, or day prior to, your arrival. Usually 2pm is the earliest arrival we can allow, dependent on multiple factors. See our CHECK-IN section on our Rental Agreement page under the Guest FAQ'S menu for more details.

  • Can I have a late departure time?

    Check-out time is no later than 10am. Please reach out to us the day prior to your departure during business hours (before 2pm is ideal). Usually noon is the latest departure we can allow, dependent on multiple factors. Late departure requests received on the day of departure are not able to be approved at this time.

  • If I ask for an early arrival or late departure too far in advance, what happens?

    We have no way to track these requests ahead of time and our calendar changes daily. We will do our best to accommodate your request if our calendar allows, but we must ensure our housekeeping and maintenance teams have enough time to prepare the home for you and/or the next guest. We apologize for any inconvenience, and appreciate your cooperation in reaching out no more than one day in advance and departing on time. Fun fact of the day… Did you know you can set up scheduled emails in Gmail (and most others)? It's easy! Google how and make us your first recipient!

  • What if I asked for a late departure and never received a response?

    If we are not able to respond to your request prior to your scheduled check-out time, then your scheduled check-out time must be adhered to. We apologize for any inconvenience and appreciate your cooperation in departing on time. Requests received after business hours on the day prior to departure are not actually received by our office until the next day. Late departure requests received on the day of departure are not able to be approved at this time.

  • What happens if I depart late without prior authorization?

    If you have not been approved for a late check-out time and you are still in the property when our housekeepers arrive, they have permission to access the home immediately upon their arrival to start preparing the home for the next guest. They will simply start cleaning around you, and you will be charged $75 fee for every 1/2 hour you check-out late. See our CHECK-OUT section on our Rental Agreement page under the Guest FAQ'S menu for more details.

  • When will I receive my departure instructions?

    This will be included at the bottom of your access instruction email sent 3 days prior to arrival, as well as sent in a separate email one day prior to departure. Please read, and follow the check-out directions prior to departure. Please be sure to check your spam folder as well!

  • Am I required to do anything before I depart, or can I leave the home a mess?

    You are required to leave the property in the same general condition that you received it, furniture in original placement, and the rooms generally picked up and ready to be vacuumed, dusted and sanitized. Each property will be inspected, sanitized, and cleaned after your departure. The cleaning fee you have paid will provide for normal cleaning so that you can enjoy your vacation up to the last moment. We are not looking for a reason to fine you, but additional fees will be assessed to cover additional labor hours/costs if check-out instructions are not followed. These rules help ensure the well-being of the home, as well as positively attributes to helping all guests have a memorable experience. The list is quite simple and nothing extraordinary. These are probably the same things you did to your own home before you left for vacation! Please see the CLEANING FEES section on our Rental Agreement page under the Guest FAQ'S menu for more details. If you were provided a key or fob of some sort, make sure to put them back and don't take them with you!

Reservations - General

  • What is your pet policy?

    Some of our homes are dog friendly. It will state this in the listing. No pets allowed without prior authorization. All pet friendly homes have a (2) dog maximum and a $45/dog non-refundable fee. If pre-approved to bring a pet, all animal waste must be picked up and disposed of properly (poop bags not provided). Dogs must be crated if left alone for any length of time (crates not provided). Dogs are not allowed on furniture or beds. Do not use the property’s towels, linens, or blankets etc for them… so don’t forget to pack their “bag” too! Additional fees will be assessed if you have not obtained prior authorization and signs of pet are found upon departure inspection. Please see our NOISE and our PETS sections on our Rental Agreement page under the Guest FAQ'S menu for more details. Animals are a natural attractant to bears, coyotes and wolves, which are present in Yellowstone National Park and Island Park. If you are planning on visiting Yellowstone National Park, please read their page on pets.... https://www.nps.gov/yell/planyourvisit/pets.htm. There is also some good information in the service animals question below!

  • Do you allow service animals?

    In accordance with different booking marketplace Terms, the ADA, and FHA regulations, we have the following Rules for our guests with Assistance Animals. This insures that both your stay, and that of our guests after you will be enjoyable and relaxing. If you have any questions, please ask! •Your Assistance Animal should not be left unattended at any time. •Your Assistance Animal should have a collar, harness, or microchip with identifying owner information attached should it become lost. •Your Assistance Animal must be on a leash at all times, or under control of verbal or sight commands that they follow at all times. •Your Assistance Animal must be housebroken, non-aggressive, not destructive, and not display repeated, unprovoked barking. •We can ask you to remove your Assistance Animal and/or leave for excessive barking, aggressive or damaging behavior or obvious lack of sanitation. •Puppies and Service Dogs in-training are not recognized under the ADA. We regret we are unable to accommodate those. •Your service animal must use the bathroom outside. Indoor piddle pads are not allowed. •Please clean up defections in the yard immediately and dispose of the bags properly. We do not provide them, please come prepared. •Please keep your Assistance Animal off the furniture and counters. •You are responsible at all times for your Assistance Animal's behavior. While we reasonably expect that your specialty Assistance Animal is well-trained, should any damage occur, you are responsible for the cost of any additional cleaning, repairs or replacements as a result. •Be aware that should you be planning on visiting Yellowstone National Park, there are many limitations for the animals safety, and the owners safety, please read: https://www.nps.gov/yell/planyourvisit/pets.htm. Animals are a natural attractant to bears, coyotes and wolves, which are present in Yellowstone National Park and Island Park. •In addition, thermal features in the park pose a special risk to all animals. Boiling water in pools and thermal channels can cause severe or fatal burns if your animal decides to take a drink or go for a swim. Your safety and the safety of your animal are not guaranteed by the park. •Domestic dogs can introduce disease into wildlife habitats and the Island Park and Yellowstone National Park canids (wolves, coyotes, and foxes) are vulnerable to domestic diseases such as canine distemper, parvovirus, rabies, mange, etc. Likewise, it is possible for domestic dogs to acquire these diseases from wild animals. •Be aware that the region does frequent wild animals. Some examples are elk, moose, deer, bear, skunk, foxes, wolves, raccoons and coyotes. The property itself, has had visits of some of these animals. You are responsible for your assistance animal and your personal safety. Note: We fully support our guests who legitimately need assistance animals. Please be aware that fraudulent misrepresentation of a pet as a Service Animal IS a federal crime under the ADA, as well as under various state and municipal statutes throughout the US, punishable by civil penalties, including fines and jail time.

  • Can I mail items to my rental?

    No, please do not mail items to the rental property address. Instead, mail items to the local US Post Office via general delivery, and then you can pick it up at your convenience. Look up the nearest Post Office by going to https://tools.usps.com/find-location.htm. Once you find the Post Office information, mail your items in the following format: {Your Name}, General Delivery, {City}, {State}, {Zip Code}

  • Can I host a wedding, reception, or event at your home?

    Unfortunately we do not allow events of any kind at any of our properties. Each home has a strict max occupancy per local ordinances. If you are found to have exceeded the max occupancy or are breaking the local ordinances, you will be evicted without refund.

  • What do I do if I have an issue during my stay?

    Please contact us immediately and provide us with your reservation information and as many details (and pictures) of the issue as possible. We'll certainly do our best to help you however we can. Please see the MAINTENANCE section, the OUTAGES section, the WATER AND SEPTIC section, the WEATHER section, the TELEPHONE / INTERNET section, among others, on our Rental Agreement page under the Guest FAQ'S menu for more details. Please note we do not refund for anything outside of our complete control.

  • What do I do if I accidentally break something?

    Please contact us immediately and provide us with your reservation information and as many details (and pictures) of the damage as possible (whether caused by your group or you noticed it upon your arrival). Do not throw away the item(s) or try to hide it. Most reservations have damage insurance, so we should be able to rectify it without any additional cost to you. This will give us the best opportunity to coordinate a solution for you and/or in time for the next arrival. See our TRUST AND SAFETY section and our TRAVEL INSURANCE section on our Rental Agreement page under the Guest FAQ'S menu for more details.

  • What do I do with my trash?

    Please follow the directions in your access and check-out instruction emails. Most homes have garbage receptacles (trash usually picked up once per week in off-season and twice per week in peak-season), and overflow garbage must be taken with you to a local landfill. Please see the TRASH section on our Rental Agreement page under the Guest FAQ'S menu for more details.

  • Should I buy travel and/or cancellation insurance?

    We do not offer travel or cancellation insurance at this time, but we highly recommend you purchase it from a trusted third-party vendor. Travel plans change and situation come up to where guests wish they had this type of insurance. Purchasing it may just give you the extra peace of mind you're looking for. See our TRAVEL INSURANCE section on our Rental Agreement page under the Guest FAQ'S menu for more details.

  • I think I left something at your home, how do I get it back?

    Please contact us with your reservation information, details of the item(s) you believe you left behind, and where exactly in the home you think you left the item(s). If we locate the item(s), we'll be more than happy to ship the item(s) to you at our shipping cost plus $25 to help cover the housekeeper's time to package and mail the item(s) to you. In most cases, we can provide parcel tracking information as well. Please see our VALUABLE ITEMS section on our Rental Agreement page under the Guest FAQ'S menu for more details.

  • How do I leave a review?

    •We will send you a review request shortly after your departure. We really hope that you will have a 5 star experience! Positive reviews from awesome guests like you help others feel confident about choosing this home for their upcoming trip. We have families that put their homes in the rental pool to help meet with finances and family needs. Your 5 star review will positively affect their livelihood and ability to meet those needs! Please, thank the homeowner for opening their home up to travelers such as yourself by leaving a 5 star review. A few minutes of your time really does make an impact! •It really helps when guests provide us feedback so we can improve our processes and the properties under our care for future guests. Although we aim for 100% satisfaction, if we missed the mark and you had an issue during your stay, we'd like the opportunity to learn more to correct it and follow up with you. Please don't hesitate to email us with details and any applicable pictures. Make sure to include your reservation # and the name the reservation was under. If at all possible, please get ahold of us as soon as you realize there is an issue. Waiting until after your departure limits what we can for you. No reason for your trip to be ruined... give us the chance to make things right during your stay with us, so that you and your guests can have a great experience!

  • What is your Rental Agreement?

    This is found under the Guest FAQ'S drop-down menu. It will also be emailed to you for your electronic signature upon booking.

Property, Amenities, & Do's/Don'ts

  • What fun things are there to do in the area?

    We don't have a concierge service, and we can't help you book extracurricular activities. However, you may want to check out local experts at www.Scouted.com. We're working on putting together amazing area guides right now. Check the state and city pages to see if they're up yet! Until then, Google is your friend.

  • What supplies, linens, kitchen items, etc, do you provide at your home?

    Most of our homes have specialty kitchen items in the listing description and/or amenities. Please see our PACKING LIST page under the Guest FAQ'S menu for more details on what we provide and what you should bring with you. Please see our SUPPLIES section on our Rental Agreement page under the Guest FAQ'S menu for more details.

  • What if I have questions on the bedroom layout of your home?

    Please refer to the home's listing description and picture captions. Most homes also have a video tour that you can use to familiarize yourself with the layout.

  • Does your home have WiFi / Internet?

    Most of our homes have wifi. This will be detailed in the home's listing description and list of amenities. The wifi speed may not be the same you're used to at home, especially in the more remote or mountain locations. We are not able to perform Speed Tests at this time. Please see the TELEPHONE / INTERNET section on our Rental Agreement page under the Guest FAQ'S menu for more details.

  • What is the WiFi / Internet password?

    WiFi network name and password is provided in your access instruction email sent 3 days prior to arrival.

  • What kind of coffee maker does your home have?

    All of our homes have a coffee maker. Usually it's a drip coffee pot. We provide the filters, you provide the coffee and creamer. If the home has a Keurig or another type, it will be noted in the listing description (and oftentimes, visible in the pictures).

  • Does your home have air conditioning?

    Some of our homes have air conditioning. This will be described in the home's listing description and amenities. You can even search our homes with air conditioning by using the Advanced Search!

  • Do you have any extra fans I can use?

    Most of our homes have some sort of portable fan. Please check all closets if you don't see them set out already. We do not have any loaners to give you. What is onsite is all we have.

  • Do you have any extra blankets or pillows I can use?

    Please check all closets in the home for any extra blankets and pillows. We do not have any loaners to give you. What is onsite is all we have.

  • Does your home have a hot tub?

    •Some of our homes have a hot tub. This will be noted in the home's listing description, amenities, and pictures. You can even search our homes with a hot tub by using the Advanced Search!

  • Does your home have a dishwasher, clothing washer, or dryer?

    Most of our homes have these appliances. This will be noted in the home's listing description and list of amenities.

  • Does your home have a garage?

    Some of our homes have a garage. Whether guests have access to them or not will be outlined in the listing description. Just because you see a garage in the listing pictures, does not mean guests have access to it. Please read the description carefully.

  • Does your home have a fire pit?

    Many of our homes have a fire pit. This will be noted in the home's listing description, amenities, and usually pictures. You can even search our homes with fire pits by using the Advanced Search! We do not provide wood, so plan ahead and pick some up on your way. Please note that fire pits may not be accessible in snowy conditions.

  • Does your home have outside seating?

    Most of our homes have exterior seating. Please refer to the home's listing pictures. Exterior furniture may be put away in winter. You are welcome and encouraged to bring additional camping chairs.

  • Does your home have a grill?

    Most of our homes have a grill. Some grills are not available in winter months. This will be noted in the home's listing description and amenities, as well as the access instruction email.

  • What kind of parking does your home have?

    Parking should be noted in the home's description, pictures, and detailed in the access instruction email. Please use your best judgement. Parking and navigation space is reduced in snowy conditions. Each home listing has a Google map section. Toggle to satellite view and zoom in to get a better idea of the driveway/access. Please note Google Maps is not always up-to-date.

  • What kind of vehicle should I drive?

    We strongly recommend 4-wheel or all-wheel drive vehicles with a high ground clearance and appropriate tires in snowy conditions. Potholes and gravel roads may also be prevalent in certain areas. Please drive safe and drive the proper vehicle for the road and weather conditions.

  • What is your RV, air mattress, and tent policy?

    We do not allow the following: sleeping bags or air mattresses, camping in RVs, tents, etc.

  • Does your home have a baby gate?

    For safety reasons, most of our homes do not have baby gates. If it does, this would be outlined in the home's listing description and amenities. We do not have any loaners to give you.

  • Does your home have a high chair?

    For safety reasons, most of our homes do not have high chairs. If it does, this would be outlined in the home's listing description and amenities. We do not have any loaners to give you.

  • Does your home have a pack-n-play / porta crib?

    Almost all of our homes have a pack-n-play porta crib. This would be outlined in the home's listing description and amenities. Please note we do not provide linens for these, so be sure to bring your own!

  • Does your home have games?

    Most of our homes have some sort of family board games. Since many guests use them, we cannot guarantee there won't be missing pieces. We encourage you to bring your favorite games with you!

  • Does your home have video games?

    Some of our homes have gaming consoles. If it does, this would be outlined in the home's listing description and amenities.

  • Does your home have any other kinds of entertainment?

    Some of our homes have game tables like Billiards, Air Hockey, Ping Pong, Foosball, etc. If it does, this would be outlined in the home's listing description and amenities, and usually in the pictures. You can even search our homes with different game tables by using the Advanced Search!

  • Am I allowed to smoke at your home?

    All interior and exterior of our properties are non-smoking. Please see the SMOKING section on our Rental Agreement page under the Guest FAQ'S menu for more details.

Outages & Emergencies

  • I am locked out and the home has a lockbox with a key to the home

    CALL US AT EXTENSION 2 IF NEEDED. Line the 4 numbers up in the center to match the code we'll send you, put your hand on the top of the box and pull towards yourself to open (hinge is on bottom of box), and retrieve the key. (In the winter, the lockbox may be frozen. Please blow hot breath on it and fumble the numbers up/down until they move. You may need to pull harder than expected on the top of the lockbox to get it to unstick.) The door may be jammed. Pull the handle towards you to make sure it's closed properly and the deadbolt is lining up with the strike plate. If you have lost the key, or locked it inside the home, we will certainly do our best to help you gain access again as quickly as possible. This may be affected by staff and/or locksmith availability. There is a $50 fee for us to send someone over to unlock the door for you. An additional locksmith charge may be assessed depending on the situation. Make sure to put the key back in the lockbox (close fully and tumble the numbers so it locks) after each use, when you go out for your daily adventures, and upon your final departure. Do not take the key with you! You will be charged $50 if you lock the key inside the home, lose the key, or take the key with you when you depart.

  • I am locked out and the home has a keyless entry pad

    CALL US AT EXTENSION 2 IF NEEDED. The door may be jammed. Pull the handle towards you to make sure it's closed properly and the deadbolt is lining up with the strike plate. If the keypad on the front door stops working, it's normally a battery issue. We can either send someone as quickly as possible to unlock the door for you and hopefully fix the issue. AND/OR... There is an emergency key in the lockbox that we can give you upon our discretion. Make sure to put the key back in the lockbox (close fully and tumble the numbers so it locks) after each use, when you go out for your daily adventures, and upon your final departure. Do not take the key with you! You will be charged $50 if you lock the key inside the home, lose the key, or take the key with you when you depart. An additional locksmith charge may be assessed depending on the situation. Technology is supposed to make our (and your!) lives easier. However, there are rare occurrences when it's not a perfect system. Your patience and understanding is appreciated.

  • I am having WiFi issues

    CALL US AT EXTENSION 1 IF NEEDED. We understand how important this amenity may be to many guests. It is important to us too, but it is not considered an "emergency". Please do not wake us up in the middle of the night for wifi issues. We will handle this situation as quickly as possible during normal business hours. Check the router/modem and make sure it's plugged in. If it is, unplug it, wait 30 seconds, and plug it back in. Give it a few minutes to turn back on and connect to signal, and try logging in again. Please do NOT do a hard reset on these devices, as it may cause the network name and password to be removed. if you've unplugged it and plugged it back in and it's still not working, contact us and we will contact the service provider. They may be able to see what's going on and reset it from their end. The service provider may need you to be on-site to walk them through what lights you see on your end, and guide you through a couple simple steps.

  • There is a fire

    CALL US AT EXTENSION 2 IF NEEDED. Fire extinguishers are provided in each home. Familiarize yourself with their location upon arrival. At least one on each level of the home. One will be in/near the kitchen. Look under the kitchen sink as well. Get to safety. Call 911. Call us. Do not block heaters with luggage or other items. Do not leave fireplace fires unattended. Do not leave fire pit fires unattended. Fully extinguish fire pit / charcoal grills after each use. Do not set off fireworks.

  • I suspect a gas leak

    CALL US AT EXTENSION 2 IF NEEDED. Keep in mind that, if the smell is faint, this is not necessarily a cause for alarm — it's perfectly normal for a natural gas smell to linger if you're lighting your gas stove or when the pilot light for one of your appliances goes out. Make sure you are properly ventilating the area. Get to safety. Call us. If you're able to: Shut off propane appliances. Do not use lighters, anything with a flame, or light a fire in the immediate area.

  • There is a flood or major leak

    CALL US AT EXTENSION 2 IF NEEDED. If you're able to: Turn off the source of water. Move items/belongings/furniture to avoid damage. Put down towels.

  • The power is out

    CONTACT US AT EXTENSION 2 IF NEEDED. Did you check the electrical panel to see if a fuse was popped and the breaker needs to be reset? You need to flip it all the way off and then all the way on. Still not working? Call us. We'll make sure it's reported to the power company. Bring multiple flashlights with you for your group to use! Don't forget extra batteries and/or to fully charge them. Do NOT light candles in the home and leave them unattended. Do NOT let candle wax spill/run onto any surface in the home. Bring portable battery packs to be able to charge your cell phones. Don't forget to charge them! Keep the fridge/freezer closed as much as possible to avoid your food from spoiling.

  • The water is out

    CALL US AT EXTENSION 2 IF NEEDED. We'll make sure it's reported to the water company. You may need to purchase bottles/jugs of water until the water is restored. Is there snow on the ground? If yes, use a bucket/pot to get snow and melt it on the stove in order to have water to flush the toilet.

  • Housekeeping never cleaned before my arrival

    CALL US AT EXTENSION 2 IF NEEDED. We aim for 100% satisfaction, and have high cleaning standards. If we happened to miss the mark, please let us know and we'll do our very best to rectify the situation as quickly as possible.

  • There is bad weather and/or road conditions

    Our areas can see extreme weather conditions during any season. We are not liable for any loss due to travel conditions. This includes traveling to and from our properties. Please be aware our temperatures can drop to -40º depending on location. Bring proper attire for such conditions. We will try to keep driveways and decks clear for each renter, but please be aware we cannot control snow/ice levels or snow removal companies. Our county removes snow from the Highways and major roadways first, side roads second. Each subdivision and Homeowner contracts with private companies to remove snow from their property. We will do our best to make arrangements for timely snow removal prior to your arrival and before your departure. We make no guarantee or warranty for inclement weather. Real estate travel insurance is available to you. There shall be no refunds of rents due to shortened stays or ruined expectations because of weather conditions. Mountain and coastal roads can be curvy and steep. Gravel and paved drives are well maintained; however, we highly recommend four wheel drive, high ground clearance, and/or chains during the snow months. We do not refund due to road conditions or inclement weather.

  • There is an outage

    We occasionally experience outages that are beyond our control. We may report outages as each occurs. No refunds or compensation will be given for any outages. We do not refund for anything outside of our complete control. Road closures, power outages, and water outages (for example) do happen occasionally. If something like this happens and you cannot make it to your rental property on your scheduled day of arrival, or the rental property is without electric/water services for an extended period, you may wish you had a trip insurance that covered those types of things. Consider purchasing a 3rd-party trip insurance for peace of mind. Please see our Rental Agreement page under the Guest FAQ'S menu for more details.

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