Quick answers on booking, check-in, deposits, pets, and the rest of it. If something isn't here, email us — we usually reply same day.
Direct bookings save you the platform service fee — usually 10–15% of the booking total. You get the same property, the same standards, the same hosts. The savings go to you, not the platform.
We process payments through Stripe — the same payment processor used by Lyft, Shopify, and most modern online businesses. Your card never touches our servers. We accept Visa, Mastercard, Amex, and Discover.
Yes — a refundable authorization hold goes on your card around noon ET on your check-in day. It's a hold, not a charge: no money leaves your account unless we capture it for documented damage. The hold releases automatically at 5 PM ET on your checkout day. The exact amount varies by property and is shown on your reservation confirmation.
Full refund up to 7 days before check-in. After that, no refund — though we'll try to re-rent the dates and refund what we recover. Email us if there's an emergency; we're reasonable people.
3:00 PM Eastern Time on your arrival day. Need an earlier check-in? Ask us — we'll do our best based on the cleaner's schedule.
11:00 AM Eastern Time on your departure day. Late checkout available on request if the unit isn't booked for the following night.
Every property has a smart-lock with a personal door code we text to you the morning of arrival. No key handoff, no meeting required. You arrive on your own schedule.
No problem — your door code works 24/7 from 3 PM your check-in day through 11 AM your check-out day. Drive safe and let yourself in whenever you arrive.
Free parking is included at every property. Most Roanoke properties have a dedicated lot. Bridgewater (Smith Mountain Lake) and the Park City condo have assigned spots on-site.
Pet policies vary by property. Some are pet-friendly with a small fee; others are no-pets. Email us before booking if you're traveling with a pet — we'll match you to a property that works.
Yes, every property has gig-speed WiFi included. Network name and password are posted in the welcome guide inside the unit.
Yes — every property comes stocked with linens, towels, toilet paper, paper towels, soap, shampoo, and basic kitchen supplies. Hotel-level prep, with a kitchen.
No — all of our properties are 100% smoke-free indoors, including vaping. We have sensors that detect smoke and vape events; violations result in cleaning charges. Smoking is allowed outdoors away from windows and doors.
Automatically at 5 PM ET on your check-out day. The funds become available in your bank account based on your bank's processing time — usually 1–3 business days from the release.
Yes — we'll text you a short link a couple of hours after checkout. Honest feedback (good or bad) helps us improve and helps future guests pick the right property. Takes about 30 seconds.