So, what about.....

We get it, sometimes whether you're a seasoned vacation rental user or this is your first time staying as a guest you have questions about your upcoming stay that may not be covered in the home posting.  

With that in mind, please take a moment to review the following frequently asked questions and details of JTVH reservations and policies. 

Are bed linens and towels included in the vacation rental fees?
All vacation rentals have sheets for every bed and sofa bed, bath, hand and face towels, and kitchen linens. Pool or Cowboy Tub towels where appropriate.

Is the high-speed internet or wireless?
Every vacation rental we have in our inventory has free basic WiFi (hi-speed when noted).  Often our properties are located in rural areas which may have services affected by wind, storms, or provider issues outside of our control. We have selected the best and most reliable service available, which is generally stable but not guaranteed.

How much money is due and when?
50% of the reservation is due upfront in order to reserve your dates with the balance due within 30 days of arrival. An itemized invoice will be sent to guests via ChargeAutomation.

When can I expect my security deposit back?
Within 5 business days of departure, the Security Deposit is fully refundable upon return of the home without damage, theft, unauthorized guests, pets or claims.  Deposits are refunded to the original payment source used and may take 5-7 days to post after processing. 

How can I make a payment to JTVH? 
We accept Master Card, Visa processed through Stripe for direct bookings from individuals. 

Can you hold a place for me for a few days, a week, or until I decide?
We do not, as a rule, hold dates. Our rental agreements can be accepted electronically or via scan/email, we take online bookings, and we accept major credit cards to make the process easy.

What is your cancellation policy?
We encourage those who may have to cancel their reservation to purchase Trip Insurance. We offer trip insurance via Allianz Travel Insurance to cover unexpected circumstances with plans to fit all budgets. Any cancellations greater than 31 days before your reserved dates receive a full refund [less 4% processing fee]. There is a 50% (of the total) cancellation fee [less 4% processing fee] if you cancel your reservation within 30 days of your arrival. Refunds outside of this policy are at our discretion.

* Merchant banks are no longer reversing processing fees. In turn, these fees will be deducted from any qualifying refund.

We are really neat people; can we clean the place ourselves and skip the normal cleaning fee?
No. We must ensure that each guest has the best vacation rental experience. That means we are responsible for cleaning. It's vacation, wipe up, gather the linens, put out the trash, please don't leave it like a bomb went off but let someone else clean the place!

Will you consider a small dog / declawed cat / well-behaved hairless dog / etc?
If a vacation rental is pet friendly, the advertisement and listing will say so. If it says no pets, we mean no pets. Our guests expect it. Pets are not allowed at some properties for their own safety, the open nature of our homes is without fencing, have natural landscaping with cacti, and may disturb local habitat and/or neighbors; wild animals and birds of prey are also a factor. We are happy to help you find a kennel at your destination if you desire.

Can we smoke indoors with the windows open, or on the patio?
All homes offered by JTVH are strictly non-smoking. Smoking (including e-cigs) is never allowed inside homes, garages, or under covered patios.  If you must smoke, stay away from open doorways out on the grounds. We expect and insist you pick up and dispose of butts appropriately. Smoking in a home is cause for deposit holdback.

Can we bring one more person than the guest limit if they sleep on the floor/tent/RV?
No. Our occupancy limits are strict. We don’t make exceptions. This keeps our properties nice and our neighbors, owners, and local enforcement agencies happy. Disclose all guests including infants so we can prepare the home for your needs.

Can you explain the policy with security cameras?
Some of our properties are equipped with security cameras. For guest safety and property protection, cameras are facing the parking area and entrances. Do not tamper with or disable cameras. Our guest’s privacy is paramount, hangout areas and interior spaces are without cameras and completely private.

Do I have to pay the tourism fee or hotel tax; I saw listings on vrbo that do not collect tax?
Yes. Our vacation rentals are operating legally and we pay all of our hotel, business taxes and licenses. These taxes help to keep the areas you visit as nice as they are. Where governed, we follow City/County guidelines and restrictions including inspections and permitting for each property.  Guests staying greater than 30-days are exempt from ToT (Transient Occupancy Tax).  JTVH specializes in short term rentals and is happy to comply with such regulations to ensure the safety of our guests.   

How do I get into the property?  Will you be meeting us? 
This is your holiday, your chance to escape so we will not be welcoming you in person.  As guests you have full home access, a lockbox or keypad code is provided for your arrival.  Day-use keys are supplied for your convenience allowing you to come and go as you like. Detailed check-in instructions are delivered via email after final payment has been received (generally 1 week prior to arrival).  We may offer guests staying at Sunnyrock Acres or staying longer than 30-days a personal tour to help get you settled in. 

What time is check-in? What time is check out?
Check-in is any time AFTER 4 PM. Please do not arrive early at your vacation rental; we need this time to prepare your vacation home for your stay. Check-out is at 11 AM sharp (3 PM / 10 AM Yosemite, Bishop & Moab). Housekeeping is on a tight schedule and will be arriving promptly at your scheduled checkout time.

Can we have early check-in? Or late departure?
Perhaps. During the height of the season, likely no; back-to-back reservations require a tight schedule from our crews. At other times we may be able to arrange something ahead of time.  Please do not call for early arrivals and late departures that day as housekeeping schedules are in place. 

Will you take $xyz for our stay?
Our prices are firm and fair. We will occasionally offer last-minute specials, and encourage you to follow our Blog, visit us on Facebook, or return to our website often where we will post any vacation rental specials. 

You state a two (or more) night minimum, will you make an exception?
That depends on the property, the season, and the circumstances. It never hurts to ask. 

I'm traveling with my elderly parents or little ones, is it safe?

Our guest's safety and privacy are of utmost importance.  Each property is equipped with a fire extinguisher, smoke detectors, and carbon monoxide detector for gas-use homes.  First-aid kits are provided for minor mishaps (be mindful while exploring of natural landscapes and cacti.)  Some properties may have security cameras in place to monitor parking and exterior entry points only.  

We're looking for a place to host a small wedding, anniversary party, or photoshoot, can we do that?
No.  JTVH has a strict NO EVENTS policy. Parties or commercial endeavors are restricted and regulated by local enforcement agencies. Please respect our local laws and properties as they are not set up for the impact such events would bring. Location filming, photography, or other media for commercial use only by written permission.

Can we expect to meet you?  How do I get ahold of JTVH for questions?
As area locals ourselves we are available by phone, email, or text anytime. It's unusual for us to interrupt a guest's stay without an emergency. With longer stays seasonal, gardening or general maintenance may be required.  In such situations, guests are notified in advance for convenience.  Winter guests of Sunnyrock Acres may expect a stop-by for details surrounding the use of the cowboy hot tub, this is always communicated in advance and varies from guest to guest.

Are your vacation rentals handicap accessible?
That depends on the property and your needs. Please inquire. We’ll try to put you in a property that will suit your needs.

What’s the legal jargon?

Each reservation requires the acceptance of our rental agreement, house rules, agreement to conditions of use; along with identification verification (copy of ID). This seamless process is available using our guest portal/Pre-Check weblink.