We aim to respond to all messages within 1 hour during normal hours. For urgent issues during a stay, please call rather than text to ensure the fastest response. 

Please contact us immediately by phone or text and we'll address it as quickly as possible. For urgent maintenance issues, we have local contacts who can respond promptly.

You can reach us directly by phone or text throughout your stay. Our contact information is included in your pre-arrival instructions. We're real people who care about your experience — don't hesitate to reach out with any questions or concerns.

In the highly unlikely event we need to cancel your reservation, you will receive a full refund of all payments made (excluding credit card transaction fees). We will also do our best to help you find alternative accommodations.

Date modifications are subject to availability and may result in a rate adjustment. Please contact us directly and we'll do our best to accommodate your request.

Our cancellation policy is as follows:

• Cancellations made more than 60 days before arrival receive a full refund of all payments made
• Cancellations made 30–60 days before arrival forfeit the first installment (35%)
• Cancellations made less than 30 days before arrival are non-refundable

Please note: Credit card transaction fees are non-refundable regardless of cancellation timing.

In cases where damages exceed the security deposit amount, we reserve the right to pursue recovery of additional costs. This is rare (we have never actually had to do this), but we do ask all guests to treat our properties with care.

Deductions may be made for property damage beyond normal wear and tear, excessive cleaning requirements, lost or broken items, or violations of house rules (such as unauthorized guests or pets). You will be notified promptly with documentation if any deduction is necessary. Rest assured, we don't want to use this and we are very relaxed so long as you are respectful of our property. 

The deposit is held at or before check-in and fully released within 3 days after checkout, provided no damage or policy violations are found during our post-stay inspection.

Yes, a $1,500 security deposit is required for all reservations. It is processed separately and held on your card prior to your arrival. It is processed as a "hold" and is not actually charged unless it is necessary. 

Yes. All transactions are processed through Stripe, a PCI-compliant payment platform used by millions of businesses worldwide. We never store your card details on our servers. 

Credit card transaction fees are non-refundable in all cases, including cancellations. These fees are charged by our payment processor at the time of each transaction and cannot be recovered once processed. 

If your arrival is within 60 days, the first two installments will be combined and charged at booking. If within 30 days, the full balance is due at the time of reservation. 

Your total is split into three installments: 

• 35% is due at the time of booking to confirm your reservation
• 35% is charged automatically 60 days before your arrival
• 30% is charged automatically 30 days before your arrival

All charges are processed automatically to the card on file — no action needed on your end. 

We accept all major credit and debit cards through our secure payment processor, Stripe.

You can reserve your dates right here on our website. Simply select your property, choose your dates, and complete your reservation through our secure booking portal powered by Guesty.

Any damage caused by pets is subject to deduction from your security deposit. In cases where damages exceed the deposit, we reserve the right to pursue additional recovery. We love animals — we just ask that our properties are treated with care.

We allow a maximum of 2 pets per reservation, and pets must weigh under 50 lbs and be house trained. We ask that all pets be well-behaved and that owners clean up after them throughout the stay. Pets should be placed in a kennel when you are not at the property. The pet fee does not cover any additional cleaning that may be required as a result of your pet. Please reach out to us for approval if you have requests that are outside of these parameters.  

Yes, a pet fee applies per pet, per stay. The fee varies by property and will be displayed at the time of booking.

Yes! We are happy to welcome pets at all of our properties.

All of our properties feature self check-in via a smart lock. You'll receive your unique door code along with detailed arrival instructions 72 hours before your stay. There's no need to meet anyone in person — you can arrive at your convenience after 4:00 PM.

Early check-in and late check-out requests are accommodated whenever possible based on the cleaning and booking schedule. Please reach out to us in advance (a day or two before your stay) and we'll do our best to make it work.

Standard check-in is at 4:00 PM and check-out is at 10:00 AM.

We don't sell travel insurance directly, but we strongly recommend it — especially for non-refundable reservations. Services like InsureMyTrip or your credit card's travel protection can provide peace of mind. 

Check-in details, door codes, and property-specific instructions are sent automatically via email and text 72 hours before your arrival date. 

Booking directly with us means you get our best available rates (no OTA service fees), direct communication with our team, and faster support throughout your stay.  Simply put, it's less expensive for you and us!  It's a win/win.