Frequently Asked Questions
We’re so glad you’re staying with us! Below are answers to the most common questions to help you enjoy a smooth, comfortable stay. If anything comes up, we’re always happy to help.
What time is check-in?
Check-in begins at 4:00 PM.
What time is check-out?
Check-out is 10:00 AM sharp. Late check-outs are not guaranteed and may result in additional fees if not approved in advance.
Can we check-in early or check-out late?
Early check-ins and late check-outs are not always available, especially during busy seasons. Peak season is May 15 – September 15, and during this time we often cannot accommodate early or late requests due to tight cleaning schedules. If availability allows, we’re happy to check for you.
How do we access the home?
All of our homes use secure, keyless entry. Your unique door code and check-in instructions will be sent prior to arrival.
When will we receive check-in instructions?
You’ll receive detailed instructions on the day of arrival once the home is ready.
What if the keypad isn’t working?
Please message us right away through the platform so we can assist promptly.
Can we share the door code?
For safety reasons, door codes should only be used by registered guests.
When will we receive check-in instructions?
You’ll receive detailed instructions on the day of arrival once the home is ready.
What if the keypad isn’t working?
Please message us right away through the platform so we can assist promptly.
Where do we park?
Parking instructions are provided in your check-in message. Please park only in approved spaces. Unauthorized parking may result in towing at the guest’s expense.
Why do we have to wear wristbands?
Some properties include access to shared community amenities like pools or river areas. Wristbands indicate authorized access and help keep these spaces enjoyable for everyone.
What amenities are included?
Amenities vary by property and may include pools, hot tubs, river access, grills, patios, and more. Please refer to your listing for the exact amenities included with your stay.
Is there WiFi?
Yes! WiFi details are provided inside the home, usually on the fridge, counter, or welcome guide.
Do you provide cable?
All properties have smart TVs with streaming capability. Guests can log into their own streaming accounts.
Is there coffee?
Yes. Each home includes a coffee maker and enough coffee to brew approximately two pots. Creamer and sweetener are not provided.
Do you provide cooking basics?
Kitchens include basic cookware and utensils. We do not stock specialty items such as spices, oils, or specific ingredients.
How do we use the thermostat?
Each home has instructions for the thermostat inside the property. Please avoid extreme temperature settings, as they can strain the system.
What do we do with trash?
Please place trash in the designated bins. If trash becomes excessive during your stay, guests may be asked to take it to the outside dumpster.
Do we need to clean before leaving?
No deep cleaning is expected. We just ask that you:
Place used towels in one area
Put dishes in the sink or dishwasher
Take out trash if it’s full
Leave the home in reasonable condition
Is there a washer and dryer?
If laundry is available, it will be listed in the amenities. Detergent may not be provided.
Will I be charged for damage or extra cleaning?
Possibly. Charges may apply for excessive mess, damage, or stained linens.
There is a $150 excessive cleaning / linen replacement fee for stains including makeup, self-tanner, blood, or bodily fluids.
Makeup towels are provided—please use them.
What if something breaks during our stay?
Please message us right away. Accidents happen — letting us know quickly helps us fix things faster.
Do you allow pets?
Some homes are pet-friendly and allow dogs only.
Is there a pet fee?
Yes — the pet fee is $95 per animal, and all pets must be approved in advance. Some homes may have breed or weight restrictions.
What is the maximum number of guests allowed?
Maximum occupancy is {{max_occupancy}}. No additional overnight guests are permitted.
Are visitors allowed?
Visitors must be approved in advance. Unauthorized guests or parties may result in immediate cancellation without refund.
Are parties or events allowed?
No. Our homes are not suitable for parties or events.
Do you have quiet hours?
Yes — quiet hours are {{quiet_hours}}. Please be respectful of neighbors and keep noise at reasonable levels at all times.
Is smoking allowed?
Smoking or vaping is not permitted inside the home. Smoke odors may result in additional cleaning fees.
What if we see bugs or wildlife?
Routine pest control is performed, but occasional bugs are common in Texas. Please message us and we’ll address it as quickly as possible.
Will maintenance ever enter the home?
On rare occasions, maintenance may need access for urgent issues. We’ll always communicate with you beforehand whenever possible.
Do you provide towels and linens?
Yes — beds are freshly made and bath towels are provided for registered guests.
Do you provide pool or beach towels?
If provided, they’ll be listed in the amenities. Otherwise, please bring your own.
Is there a lifeguard?
No. All water amenities are used at your own risk. Children must be supervised at all times.
What if the hot tub isn’t hot right away?
Hot tubs are cleaned between stays and may take time to heat.
Do you have security cameras?
Some properties have exterior-only cameras (such as doorbell cameras). There are no interior cameras.
What should we do in an emergency?
Call 911 for emergencies.
For non-emergency issues, message us through the platform and we’ll respond as quickly as possible.
What if there’s bad weather or a power outage?
Weather events, power outages, and other uncontrollable circumstances are not refundable unless required by platform policy.
Can we receive mail or packages?
We do not recommend shipping packages. Delivery is not guaranteed and we are not responsible for lost or delayed items.
What if we leave something behind?
If an item is found, we’re happy to ship it at the guest’s expense. We cannot guarantee recovery of all items.
Can we use the grill?
Yes — please clean it after use.
Is there a firepit?
If included, firepits must be used in accordance with local fire safety rules and never left unattended.
Can we extend our stay?
Extensions are subject to availability and must be booked through the platform.
