Guest FAQ
Door Code / Check-in Details
The Door code and full check-in details will be sent to you in the messaging thread of the booked platform on the morning of check-in.
The smart door locks that we use have a unique code per guest that are scheduled for activation based on check-in and check-out time(s).
Early Check-in / Late Check-out
Early check-in and / or late check-out are sometimes available for $30 / hour. PAYMENT We normally have same day turn arounds, so make sure to message us the day before your check-in so that we can see if that will work with the cleaners schedule, and adjust the time activated door codes.
Changes to Reservation
If you need to modify your reservation for nights or # of guests, please do so within your reservation of the booking site. All calendars are up to date and change frequently. If a night is not selectable, then it is not available.
Wifi / TV / Streaming Media
The Wifi details are sent along with Check-in details.
TELEVISIONS: We provide many streaming services that include live TV and much more. On Sony branded TVs, use the streaming apps built in to the TV. For others, use the Chromecast remote (Oval) for the streaming content that we provide. Live TV including local news and sports are in the 'YoutubeTV' App. We also provide HBO, Disney, Netlfix, Hulu, and a library of more than 400+ movies in google.
TV Streaming Apps - Help to Re-Login
The apps do update themselves, or guests log apps out occasionally to use their own. If any of our provided apps need to be logged in again, message us, and we can use a code on the TV you provide to remote login / enable quickly. Feel free to message us on this or help troubleshoot anytime. If you would like to watch any of your own apps / content, you can cast directly to the smart TV's from your personal devices if your device is on the Wifi.
Occupancy / Parties / Events / Noise
We have a strict policy of no parties or events. Our listings are not spaces to throw large gathering and invite a bunch of people that are not staying in the listing. All guests must comply with the occupancy they booked, which includes all children. At no time can a listing max occupancy be exceeded.
Exceeding occupancy or causing noise that bothers other guests or neighbors are the #1 problem caused by STR's. After warnings, continued violations to property rules can be grounds for eviction and immediate cancellation with no refund amount for the duration of the stay.
Cancellations / Refunds
We try to be as flexible as possible, but different listing types carry different cancellation terms based on their nature as well as property owner preference.
All refund amounts are in accordance with the terms of the booking platform(s) such as AirB&B, VRBO, Expedia, and more. Each booking platforms have different defined cancellation and refund amounts. Please refer to your reservation on the platform that you booked for specific details.
Cancellations and change of reservation dates are never allowed on the day of check-in.
For listings with stricter cancellation term; The more notice the better. If you do need to cancel, the best thing is always to clear our calendar as soon as possible so that other guests may book the night(s). In some cases, if night(s) re-book to another guest, then it may be possible that we can send you additional funds back. In other cases, we can apply discounts on future stays.
Non Refundable Stripe Merchant Account Fees for VRBO / Expedia / HomeAway Reservations
For all booking platforms outside of AirB&B: Separate than the stated cancellation policy for host proceeds, VRBO, Expedia, and all others have a ~3% credit card processing fee to Stripe merchant account that are never refundable per their policy and the booking platform. A screen shot can be provided showing the exact merchant account fee of the transaction that is non refundable.
The host proceed refund amount will post back to your payment method on file in 5-10 business days. The booking site may separately refund you any of their fees or travel insurance, etc.
Rental Agreement
Booking any of our listings through any platform is acceptance and agreement to comply with occupancy booked as well as the full rental agreement that can be found at HomeConnect.Rentals/Agreement.
Privacy Policy
Any guest or customer contact information will not be shared with any 3rd party for marketing purposes.