All payments for almost all of our properties “auto-charge” to the credit card on file 60 days prior to your arrival date. You do not need to contact us and a payment receipt will be emailed to you once the payment goes through. All information regarding this final payment is included in the rental agreement you signed that was emailed to you on the day you secured the reservation. We are unable to change the credit card on file to someone else’s card or divide payments on multiple other cards.
When will my final payment go through and do I need to contact your office?
When will I be emailed my Arrival Instructions and will someone be meeting me at the property?
All arrival instructions including property address are emailed automatically 1 week prior to arrival. All of our properties have keyless entry systems or lockboxes so no one will be meeting you at the property the day you arrive. We encourage you to print and read the instructions carefully as they are full of important information regarding the home you will need to know. Remember, you are staying in someone’s home, not a hotel and with this comes a little more responsibility and self-sufficiency in operating and maintaining the home while you are there. Also, make sure you add our email address as a “contact” especially if you have an older email hosting address such as AOL, YAHOO, HOTMAIL, COMCAST, EARTHLINK, MSN, etc as these typically go into SPAM when sent due to overzealous, outdated, strong spam/junk filters.
Can you send us the property address for the home we are staying in or thinking about staying at?
Our company manages clients second homes. Due to recent violations by both guests and friends of guests that live here locally, we have had to institute a policy that we do not give the exact address until the week before arrival along with your arrival instructions. It is very unfortunate to have to do this as we know 99% of guests would never think to trespass on a property prior to their trip and potentially disturb a current guest. The abuses of a few have made us need to change how we handle our reservations to protect current guests. For the safety of current guests and security of our properties, we are not able to give the exact address to anyone. You can have comfort knowing that you also have this same protection afforded to you during your stay with us. We can assure you that as a local business of 15 plus years, we want you to feel confident about your vacation and the property you are staying in. We encourage you to refer to the reviews on VRBO to find out about these homes. The only properties we are able to give addresses out to beforehand are those that are located within a gated complex that has on-site security. We are more than happy to give you the street name or nearest cross streets to help as well. Thank you for your understanding.
What are your current Cleaning Measures due to Covid 19 and other viruses?
We take your health and safety very serious and have since 2010! The company we use for all our cleanings is a CDC Approved Cleaning Company that is licensed and bonded. They have posted at each property their cleaning protocols. This info can also be found here using this link.
Can we bring our pet or emotional support animal?
We are all pet lovers however, we do not own the properties we manage. These are private homes owned by individual owners and not public accommodations. These animals are not protected under the ADA for service animals in the State of California regarding private furnished home rentals for periodic stays. Many of our owners suffer their own health issues and are not able to allow pets on the property for their own health protection. As well, many properties located in HOA communities do not permit tenants to have pets of any kind.
The properties we manage that do allow 1 small non-shedding dog are shown with a paw print in the upper right hand corner of listing photo on the main page that shows all of our short term rentals.
I keep emailing messages through the VRBO/Homeaway/AirBnb Guest Portal and I am not getting a response?
We are an integrated property manager with VRBO/Homeaway/AirBnB and therefore, once you book on their site, your infomation is passed along to our software. We no longer get communications from VRBO/Homeaway on your behalf, once your booking is confirmed. All communications happen between our management company email directly to your email address but make sure to add us as a contact to ensure these emails do not accidentally get sent to your spam/junk folder. Our contact email is: firstname.lastname@example.org
Can you tell me about Trip Insurance and what it covers?
Unfortunately, we do not know the ins and outs of all the different Trip Insurance policies offered online. We do offer an easy way to book trip insurance on our website from a company called Rental Guardian however, we only operate as property managers and do not have any information other than what is listed on our website under “Guest Services” and “Trip Insurance”. There is a downloadable brochure there that helps outline their coverage and what it includes/does not include. You can also call Rental Guardian at 833-610-0736.
Can we check in early or have a later check out?
No, unfortunately it’s not possible. We wish we could allow everyone an earlier check in and later check out. Unfortunately, the laundry and disinfection + cleaning involved in getting these properties ready is not the same as a standard hotel room. Laundry alone takes a minimum of 4-5 hours and therefore, we are unable to provide earlier check ins or later check outs as many times we have guests arriving the same day you are leaving. The housekeepers have asked for a minimum of 4-5 hours to clean. We also have various other people coming through doing maintenance and inspections on the property and there’s just not enough time to get everything done. All doors are set to 3:00pm Arrival Time.
Santa Barbara/Montecito Properties – Check in time is 3:00pm and check out time 10:00am.
Should I make reservations for activities and restaurants now?
We recommend making reservations for dinner a few days in advance and scheduling any tours you might like to take as soon as you can. Depending on the time of year, many activities and restaurants fill up quickly, especially on the weekends.
What happens if we have an emergency during our stay?
Staying in someone’s home is much different than staying in a hotel. The same care and quick decisions made when you stay in your own home will need to be made while staying in this property. In case of fire or other local emergency, of course we would want guests to call 911. We do have emergency information located in the property binder located inside the home as well as a helpful 1 page Info Sheet with diagrams of the home you are staying in.
If you have an urgent matter such as a plumbing leak or are locked out of a property and need to speak with the emergency on call person, you can call our number listed in your arrival instructions to be connected.
*If you have questions during your stay, have issues with your cable or wifi signal, etc. the quickest way to reach someone is via email after hours. We have a troubleshooting guide inside the home or you can email us: email@example.com as this email is monitored by multiple people after hours. You can also text us during normal business hours using the phone number listed in your arrival instructions and someone will respond within a couple hours.
What sort of things does this owner supply for us in the home we are staying in?
Each owner is different in what they provide guests however, all the basics are covered. We do not offer a complete inventory list for each home however although we do highlight the basics to see by Clicking Here!
Can we have mail or packages delivered to the property?
No, unfortunately all mail is forwarded to the owner of the property. We cannot be responsible for packages that may be lost or forwarded or that could possibly arrive via UPS prior to your arrival. We encourage you to arrange to have anything delivered to the UPS Store about 2 miles away (if staying in Santa Barbara – West Beach area). UPS Store (805)962-8874 . (If you are staying as a monthly guest, please let us know and we can let you know options as the property you are staying in may have mail service since it is a monthly rental)
What is the parking like at the property I am staying at?
All properties have at least 1 parking space, some have 2. We advertise the parking when you booked the property however, some do have additional but very limited street parking in the West Beach neighborhood. There is overnight parking at the nearby train station if needed, however we encourage all our guests to travel with a max of one car when possible, especially when staying in our West Beach properties.
*West Beach Properties – only West Beach Villas 1 & 2 come with 2 dedicated off street parking spots.
Damage Waivers – Are they refundable?
If the property you booked requires a damage waiver, it will show on the quote and the signed rental agreement. This policy is NON-REFUNDABLE and takes the place of or is additionally required with the collection of a separate Security Deposit. This policy is NOT refunded after departure.