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, there is a $100 cancellation fee. If you have paid in full, and your stay is within 60 days, there are additional 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 60 days prior to your arrival, we only require 25% of the total on the day you reserve the home. Then, 60 days prior to your arrival date we will bill the remaining balance. If your reservation date is within 60 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?

If your arrival date is 60 or more days out, we provide a full refund, with the exception of a $100 cancellation fee. This fee can be applied towards a future rental at any of our homes, and must be used within a year. If your arrival date is less than 60 days away, we will refund cleaning, taxes, Vacation Rental Damage Protection Plan (VRDP) and fees such as a pet fee. Unfortunately, we do not refund the rent portion of your reservation. For greater cancelation protection we would suggest purchasing Travel Insurance (detailed below).

 

Why do I need to choose between the $1000 security deposit and $69 damage protection plan?

Almost all rental properties require a security deposit or damage waiver in order to rent the home. We give our guests the option to pay a $1000.00 refundable security deposit or purchase a non-refundable damage protection plan for $69.00, which covers the cost of accidental damage to the home, up to $3,000. The security deposit is due 60 days prior to your stay. Most of our guests choose the $69 plan, as covers much more in accidental damage and requires less money up front. It is completely up to each guest which plan they choose.

 

When should I expect to receive my $1000 security deposit refund?

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 7-10 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?

CSA 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: www.vacationrentalinsurance.com. In addition, you are welcome to call CSA Travel Protection directly at (866) 999-4018 to answer any questions that you may have in advance of your trip.

You may make the decision to purchase CSA travel insurance up until the day we receive your final payment. If you book within 60 days of your arrival date, travel insurance must be added at the time of your 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

 

The listing says “sleeps 12”. Why are you limiting my group to 6?

We like to make sure the sleeping configuration of our homes work well for all guests. Our home owners prefer either one single guest or one couple per bed. For example, if there are six beds in the home–two king beds, two queen beds and two twin beds; that would allow enough beds for six single guests. If the group consists of 4 couples and 2 singles, then that would also work for the 6 beds.

 

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

Sorry, but we can 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 $75.00 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.

 

 

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. For your wedding, we recommend Tahoe Lakefront Weddings. This beautiful wedding facility can be found at: http://www.tahoelakefrontweddings.com/home

 

The facility is located at 3351 Lake Tahoe Blvd., South Lake Tahoe, CA 96150.

 

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 offer free parking garages and lots.

 

 

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

Yes. The City of South Lake Tahoe and El Dorado County both have strict noise curfews. The curfew is in effect from 10:00 PM – 7:00 AM. If there is a complaint by a neighbor about noise at the home, you can be fined up to $1,000 by the city or county.

 

 

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, 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 will likely need to purchase consumables such as toilet paper, etc.