Guests Frequently Asked Questions

 

Who can I call for questions?

If you would like to make a reservation, our reservationists are available weekdays from 8:00 AM 8:00 PM, and on weekends at 9:00 AM – 5:00 PM. Please call: 1-530-208-5001, x 1 or email us at Reservations@RnRVR.com.

If you already have a reservation, our Guest Services Manager is here to help. Please call: 1-530-208-5001, x2.

If you are a current guest and your call is an emergency, we are on-call 24×7. Dial 1-530-208-5001 x3.

Can I put a hold on a home until my group is ready to reserve?

To be fair to all of our guests, we do not allow holds on our homes. If you change your mind after you book a home, call to cancel as soon as possible to avoid any cancellation fees.

What is required to reserve a home?

You will be required to pay a deposit, and sign a rental agreement in order to secure your reservation. If your reservation date is more than 14 days prior to your arrival, we only require 25% of the total on the day you reserve the home. Then, 14 days prior to your arrival date we will bill the remaining balance. If your reservation date is within 14 days of your stay we require the balance be paid in full. Once your payment is processed we will send a rental agreement for your signature, which you can fill out and submit electronically. At that point your reservation will be complete.

What if I need to cancel my reservation?

Book with RnR and you can change your dates or cancel anytime up to 7 days prior to your arrival and receive a full refund.  It's that simple!

For Airbnb and VRBO reservations, where you pay more because of their service fees, you can cancel up to 14 days in advance for a full refund and cancel between 7 and 14 days in advance and receive 50% off rent. 

If your arrival date is less than 7 days away, we will refund cleaning, taxes, RnR Advantage and pet fees. Unfortunately, we do not refund the rent portion of your reservation. For greater cancelation protection we would suggest purchasing Mountan Trip Preserver Travel Insurance (detailed below).

When should I expect to receive a security deposit refund (service animals and holiday security deposits)?

Assuming there is no need for repairs, replacement or additional cleaning after your stay, we submit the refund request to your bank card company within 21 business days. Your credit card company may take an additional 3-10 business days to process the credit.

What type of payment do you accept?

  1. We accept Visa, Mastercard and Discover credit and debit cards.
  2. We accept Echeck bank transfers. Guest must provide: Account Holder Name, Bank Account Number, and Bank Routing Number.
  3. We also accept old-fashioned checks. Please speak with a reservationist for details.

We do not accept pre-paid debit or credit cards. Regular debit cards issued by a bank with a name, expiration date, and CV number are OK. We will not accept multiple credit cards from multiple individuals.

What is required to sign a rental agreement?

  1. The person’s name on the agreement must also be the person paying by credit card.
  2. The person signing the agreement must be over 25.
  3. The person signing the agreement must be staying at the home.

Do you offer travel insurance?

Yes! Mountain Trip Preserver Vacation Rental Insurance is available for an extra fee. Vacation Rental Insurance reimburses for pre-paid, non-refundable expenses due to certain unforeseeable circumstances that may jeopardize your vacation plans and force you to incur unplanned expenses. Complete information about the policy can be found at this web site: https://trippreserver.com/mountain-trip-preserver/. In addition, you are welcome to call Red Sky Insurance directly at 1-866-889-7409 to answer any questions that you may have in advance of your trip.

You may make the decision to purchase travel insurance up until the day we receive your final payment. If you book within 14 days of your arrival date, travel insurance must be added promptly at the time of booking.

The listing says this home sleeps 12, why am I being charged an extra person fee if there are only 10 in my group?

Our standard booking fee allows for two guests/bedroom. The extra guest fee covers additional cleaning and wear and tear associated with larger groups. The following extra guest fees apply to all of our homes. There is no charge for infants under 2 years of age.

3 BR Homes: $10/night/person over the number 6

4 BR Homes: $20/night/person over the number 8

5 BR Homes: $20/night/person over the number 10

Can I bring a blow-up mattress if we have more guests than beds?

Sorry, No.  We only allow the amount of guests that the home’s regular sleeping configuration can accommodate.

We have guests that will not be staying the night but will be coming over during the day and for dinner, is that ok?

We are very sorry, but we cannot allow any more guests in the home than the maximum amount approved in your rental agreement. If you plan to have additional guests, we recommend you choose a larger home that can accommodate more guests and cars.

Can I bring my pet?

Yes, you will be able to bring your dog with you if the home is identified as “pet friendly”. The only pets we allow are dogs. Each home will specify if the home is pet friendly or not, and any other restrictions–such as number of dogs and combined weight of the dogs. We charge a one time, non-refundable pet fee of $100.00 or more, depending on length of stay, plus tax.

What are the rules regarding pets?

We typically allow up to two dogs per pet friendly home. Additionally, pets are not allowed on furniture or in beds, and must stay in common areas of the home. If you leave your dog at the home, it needs to be confined to a kennel until someone is home. You must keep your dog on a leash at all times when outside of the home. You are required to pick up all dog droppings in the yard before your departure.

What are the rules regarding service animals?

We ask that you only book homes that are pet friendly.  Homes that do not accept pets are appropriate for people with pet alergies.  We have lots of homes that accept pets so we appreciate your consideration.  We only allow dogs as service animals. There is a $250 security deposit for service animals.    Emotional Support dogs require prescription for the dog.  Service animals and emotional support animals must never be with their assigned person of need at all times and are never to be left in the home alone.  All damage and extra cleaning fees resulting from a service animal is the responsibility of the person named on the rental agreement.  Advance notification and payment of the security deposit is required prior to your arrival.  Failure to do so will result in fines from RnR.

 

Can I check in early or check out late?

Our normal check-in time is 4:00 PM, and our normal check-out time is 11:00 AM. Early check-in allows you to access the home any time after 12:00 PM and late check-out allows you to leave any time before 3:00 PM. If we do not have someone checking out right before you, or checking in right after you, we can offer a late check-in or early check-out. There is a $55 fee to arrange for the earlier or later stay. Please check with us one week before your stay to determine if we can offer the change. Please note: we do not offer early check-in or late check-out from June 15 through the end of Labor Day weekend.

Can I have a small wedding or rehearsal dinner at the home I am renting?

Unfortunately, we are not permitted by the City of South Lake Tahoe or El Dorado County to hold weddings, receptions, or events of any kind at vacation rental homes.

What if my group has more vehicles than the home allows?

The City of South Lake Tahoe and El Dorado County strictly limits the number of cars that can be parked at a vacation rental home at any given time. The number of cars permitted at the home is listed in your rental agreement. If your group has more vehicles than the home allows, you may be cited and fined. If you think you will have more cars than allowed, we recommend that you park the additional vehicles at the Stateline casinos and carpool to the home. The casinos may charge for parking in their lots.

We will be celebrating a birthday, is there a noise restriction?

Yes. The noise ordinance is applicable at all hours and regardless of the cuase.  Very simply, do not bother any of your neighbors at any time.  After 10:00 PM, noise must not be detectable outside the home.  The City of South Lake Tahoe and El Dorado County both have strict noise orinances. From 10:00 PM – 8:00 AM there must be no detectable noise outside the home and hot tubs must be covered and not used.  f there is a complaint by a neighbor about noise at the home, you can be fined up to $1,000 by the the City Police, County Sheriff, and local HOA security.

Do you provide baby furniture?

Yes! You can speak to our reservationists about rental and delivery of high chairs, pak ‘n plays, and baby gates.

What is provided in your homes?

All homes include sheets and towels for each guest, fully stocked kitchens, and basic supplies to get you started including:

  • Shampoo
  • Soap
  • Toilet Paper
  • Paper towels
  • Dish soap
  • Dishwasher soap
  • Laundry detergent

If you have a large group or an extended stay, you may need to purchase additional consumables such as toilet paper, etc.