Frequently Asked Questions for Renters

What do you accept for payment?  We accept Visa and Mastercard.  We can also take electronic checks using your checking account number and bank routing number.  For long term rentals, paper or electronic checks are preferred. 

How are security deposits handled?  In lieu of a security deposit, we offer a damage waiver insurance policy for $40.  This is a one-time charge of $40 and covers you for the duration of your stay.  The insurance covers $3000 of accidental damage to the home.  For long term rentals (over 30 nights) the security deposit procedures may vary, please contact a reservation specialist.

Can I book online?   Select the “Vacation Rentals” tab and find the property online you wish to book.  Press the “Instant Quote” button and input the dates you would like to stay.  You can complete your booking using a credit card and our secure server.  The instant quote will give you a detailed invoice to review prior to booking.  In some cases the reservation specialist may have to assist you with a booking, please use our toll free number to contact us if you are unable to book online.

Is booking online secure?  We use Digicert, an industry leader in online security to ensure secure online transactions.

How do I know my online booking was successful?  Within 20-30 minutes of booking, you will receive an email with your reservation number and our contract for you to review.

How much will I be charged to hold a reservation?   At the time of booking, if you are over 60 days from arrival, you will be charged a reservation deposit of $549.  Within 60 days of arrival, the full rental amount will be charged at booking.  Booking directly through VRBO or similar may require full payment at time of booking.

Cancellation policy?  You have 48 hours from booking to cancel your reservation with 100% refund.  Outside of 60 days to arrival, you can cancel with a $99 fee.  Within 60 days to arrival, only the cleaning fee and damage insurance is refundable.  We will do our best to rebook the property and if we do, you will receive a prorated refund based on the amount we were able to re-rent the property for less a 20% fee.

What supplies are at the home?  We supply a starting supply of the following: toilet paper, paper towels, dish soap, dishwasher soap, bath soap, hand soap, facial tissues, laundry soap and dish scrubbers.  We provide a generous amount of all of these but if you should run out of any supplies during your stay, you are responsible for replacing these.  We also try to keep the house stocked with plastic baggies, aluminum foil, plastic wrap, basic cleaning supplies, carpet cleaner, spices and basic cooking supplies, etc.  We do not guarantee that these will be in stock and if you should use the last of any of these supplies, we would appreciate it if you would replenish the item.

Are linens and towels provided?  At least one set of sheets for each bed is provided along with blankets and comforters.  Adequate bath towels and hand towels are provided.  All homes have a washer and dryer to use.

Are pets allowed?  Some homes will accept pets in accordance with our pet policy.  Information on which homes accept pets and the policy is on the home listing page under amenities.  Homes will vary on number and size of pets, please see the individual home listing page on our website for more details.

What cleaning am I expected to do when I check out? We provide a checkout list at the home. We ask you to wash all your dishes, take out the trash and recycle to outside containers, leave beds unmade that were used, remove all food from refrigerator and cabinets that you brought, check all drawers, outlets and closets to make sure you have all your things and then secure the home.  Here is a link to our Checkout List:
http://www.urelaxvr.com/custimages/Checkout%20List_Template.pdf 

Can I rent a home for a month?  We do offer longer term rentals at many of our properties.  Please contact a reservation specialist to inquire about long term rentals.  Long term rentals (31 nights or more) are not subject to city and county transient occupancy tax (TOT).

Is there a cleaning fee?  All our homes require a cleaning fee as part of your reservation, which varies depending on the home.  The individual home listing page on our website will show the cleaning fee, and it will show on your invoice before you book.

Do I have to pay tax?  Transient Occupancy Tax (TOT) is required by the city and/or county the home is located in.  It varies from city to city, please see the individual listing for the TOT percentage.  The TOT will be shown on your invoice prior to booking.

Does the home have internet access?  All of our homes include high speed internet with wi-fi.  Instructions for accessing the internet will be posted in the home or in the home binder.