RENTAL POLICIES AND PROCEDURES

Reservations

Rental rates are divided into 4 seasons:  Summer, Spring/Fall, Winter, and Holiday.  In addition to the rental rate there are also the following charges:

5% Virginia sales tax

5% County lodging tax

$50.00 Non-Refundable Security Waiver 

Cleaning Fee: $100

Pet Fee:  $15/night per pet or $75/week per pet  (pet friendly homes only)

All Summer rentals are Saturday to Saturday.  In the Spring/Fall and Winter seasons, nightly rentals are allowed in many of our units, but there are nightly minimums required.  Holiday stays must be three (3) nights or more, depending on the unit.

You must be 25 years of age or older to make a reservation, and the leaseholder must occupy the property for the duration of the lease. Non-chaperoned groups are not allowed.  Should a group misrepresent themselves, they will be evicted immediately without refund. 

Once a reservation is made and payment is processed, the reservation becomes legal and binding. The contract is then subject to our cancellation policy.  A Reservation Confirmation and Tenant Lease Agreement (rental contract) can be printed from our website when your reservation is processed. Please read the Tenant Lease Agreement carefully, as it is a binding contract. Call our office if you have any questions regarding any of the terms of the contract or our policies and procedures. Please sign and return it within 7 days of booking your reservation.  You can return it via fax, mail, or e-mail.  All contact information is on the contract.  Signing the Tenant Lease Agreement acknowledges that you agree to honor all terms of the rental contract, and agree to abide by all policies and procedures of Smith Mountain Lake Vacation Rentals,LLC. No changes can be made to the Tenant Lease Agreement without express permission from Smith Mountain Lake Vacation Rentals, LLC. We must have a signed Tenant Lease Agreement in hand before we can allow access to the rental home.

Cancellation

All cancellations must be in writing and are as follows:

Deposits are not refundable if a reservation is cancelled and Office Management is unable to rent the unit.  Deposits will be refunded minus a 25% fee only if the unit is rented to another party for the same period of the cancelled reservation at full price. 

The maximum number of persons allowed in the vacation home is listed at the bottom of the Tenant Lease Agreement. Occupancy is determined by county mandated regulations. Children are counted in total occupancy unless they are under the age of two (2). Any party exceeding this number may be evicted without a refund.

Payment

When a reservation is made, one half of the total reservation amount is due plus the security deposit or limited damage waiver and is required to be placed on a credit card, Visa or MasterCard. The credit card must match the name on the Tenant Lease Agreement.  The balance must be paid in full 30 days prior to your arrival date. The date the balance is due will be noted on your Reservation Confirmation. Please mark your calendar with your payment due date, as we do not send out reminders. We accept Visa, MasterCard, Cashier's Checks, personal checks or money orders for payment of balances due. All personal checks must clear our bank 2 weeks prior to your arrival. A $45.00 fee will be charged for all returned checks. If full payment is not received at least 14 days prior to arrival, the leaseholder agrees that the reservation balance will be charged to the credit card on file. If, at this time, we are unsuccessful in collecting final payment, the reservation will be canceled and will be subject to our cancellation policies. If a reservation is made within 14 days of arrival, full payment is due at the time of reservation. Payment for a reservation made within 14 days of arrival must be paid with Visa or MasterCard. Personal checks will not be accepted.

All monies are placed in an interest bearing escrow account, and all interest earned is the property of Smith Mountain Lake Vacation Rentals, LLC.

Non-Availability Procedures

Smith Mountain Lake Vacation Rentals, LLC makes every effort to guarantee the availability of your chosen unit. If, however, the unit becomes unavailable for reasons beyond our control, we reserve the right to transfer you to comparable accommodations.   Description, rates, and property amenities listed on our website and or rental agreement are subject to chance without notice.  Omissions, additions, or errors, and changes in property bedding , furnishing, equipment, etc., may occur and we are not responsible.

Security Deposit 

A $50 Non-Refundable Damage Waiver is required.  Guests will be charged for any damages to the unit; missing items, additional cleaning, occupancy exceeding the limit, moved furniture, late check-out, failure to leave unit keys at departure, trash left in unit, etc.  We ask that you please inspect the unit upon your arrival and report any concerns or damages immediately. 

Check-In

In the summer season, check-in is on Saturday after 3:00 p.m. With the size and complexity of the homes, our housekeepers need every minute of the summer seasons 10:00-3:00 window to ensure the cleanliness of your vacation home. We know you are excited to get started with your vacation, but please do not interfere with their work by arriving at the home early, or asking for an early check-in. No members of your party are allowed to be on the property of your vacation home before check in time. 

 You will be provided with two (2) sets of keys to each rental unit.  Loss of keys will result in a charge of $30.00  per  key.

Checkout

Checkout is 10:00 a.m. NO EXCEPTIONS! These times must be strictly adhered to so that the property can be prepared for the next guest. Please make sure the following items are completed prior to leaving the property:

• Wipe out and empty the refrigerator and the cabinets of all items you brought to the unit. 
• Wash and properly put away all dishes.
• The incoming guests appreciate the courtesy of a clean grill. 
• Please make sure when removing your linens from the beds, that any mattress pads, pillows, pillow cases, etc. belonging to the unit are left in the unit. If you utilized the linen service for your vacation, please remove the linens from the beds and place them in the linen bag provided.
• Please remove all trash from the unit. Directions to the nearest trash dumpsters are provided in your rental notebook. Failure to remove all trash from the unit will result in a $10 per bag charge to your account. 
•  Leave furniture, TV/VCR/DVD's, and game systems arranged as you found them.
• In the summer, please set the thermostat to 80 degrees and 55 degrees in the winter.
• Please close and lock all windows and doors and turn off all lights and ceiling fans. Pay special attention to outside floodlights. 
•  Please make a final walk through to check that all of the above items have been done, and that you haven't left any personal items behind. Smith Mountain Lake Vacation Rentals, LLC is not responsible for personal items left in the unit.
• Please leave both sets of keys inside the unit on the kitchen counter.  Failure to leave/return keys may result in a $30.00 charge per key to your account.

Arriving at the Home

We do our best to make sure your vacation home is properly prepared for your arrival. However, after you arrive at the home and find anything that isn't satisfactory, or there is something that you feel needs to be reported to our office, please do so immediately. Failure to report any dissatisfaction upon your arrival will not be addressed at, or following departure. Our courteous staff will make every effort to remedy any situation, or dissatisfaction, as soon as it is reported.

Parking

The parking of vehicles in any area other than the driveway or other designated area is not permitted. Cars must not be in the road or on the grass.  No campers, RV's, etc. are allowed on the premises. Parking of boat trailers is not permitted on the property unless specified. We encourage parking of boat trailers at the marina where the boat is launched.

Smoking

NO SMOKING! Smoking is prohibited inside all of our homes. If smoking outside, all smoking material must be disposed of properly and removed from the property. All areas of the property should be left free of cigarette butts. Breach of this restriction will result in additional charges to your account, and/or possible eviction.

Pets

Unless specified, NO PETS are allowed on the premises or inside the unit at any time. Some of our units are "pet friendly" and will welcome your dog to vacation with you for a designated fee. In these homes, a $15.00/per day or $75/week pet fee will be added per pet. We ask that your pet be on flea and tick preventative treatment before entering any of our units. PRIOR to your arrival, proof of flea and tick preventative treatment must be provided to Smith Mountain Lake Vacation Rentals, LLC.  Failure to provide this information will result in an automatic $85.00 charge to your account. Pets must be on a leash at all times and waste pick-up and removal is a must! We recommend bringing your pet's crate, as pets may not be left in homes unattended.  Failure to comply with these pet policies may result in loss of your security deposit, added charges to your account and possible eviction. If pets are reported to be in a unit that is not "pet friendly", you must remove the pet immediately and will be subject to pet fees, loss of security deposit and/or added charges to your account, and possible eviction.  Please be respectful of our homeowner's decision if the home is not pet friendly.  Many have allergies that make it impossible for them to allow pets in their rental property.

Accommodations

All units are individually owned and furnished to the owner's preference. Every effort has been made to ensure that our descriptions, rates and amenities are accurate. However, we cannot be held responsible for changes made by owners. Rates, descriptions, and property amenities listed on our website, in our brochure or other advertising material, and/or in the rental agreement are subject to change without notice. Omissions, additions, printing errors and/or changes in property bedding, furnishings, equipment, etc., may occur and Smith Mountain Lake Vacation Rentals, LLC is not responsible and no refund will be offered for such.

What is Provided

All of our units are supplied with standard items, which include: dishes, pots and pans, utensils, flatware, glassware, coffee maker, and toaster. Other amenities for each home are listed in the individual home description.  TV's, VCR's, DVD's, cable or satellite TV, grills, porch furniture, recreational games and equipment, docks, and the like are furnished as a courtesy by the owner and are not guaranteed.

Cable/Satellite TV

If the satellite or cable service is interrupted, we will make every effort to correct the problem but cannot guarantee replacement or repair. Refunds will not be given due to breakdown.

Telephone

A limited number of our homes offer a telephone, which enables the caller to make local calls at no charge. The lake has adequate cellular coverage. No long distance or toll calls are to be charged to the rental property phone. If the telephone service is interrupted, we will make every effort to correct the problem but cannot guarantee replacement or repair. Refunds will not be given due to breakdown.

What You Need To Bring

Linens are NOT provided. You will need to supply all sheets and towels for your guests or reserve them through our office. The homes are equipped with bedspreads/comforters, pillows and blankets. Please contact our office at least two (2) weeks before your arrival date if you would like to arrange for our linen service. If you select the linen service for a weekly rental, your linens will be at the home upon your arrival. Making of the beds will be your responsibility. Orders must be placed two (2) weeks prior to arrival. Any last minute orders must be picked up at our office.  Paper products (toilet paper, paper towels), trash/garbage bags, bath toiletries, detergents, charcoal (if charcoal grill) are NOT supplied. We suggest that you bring your own beach towels, beach chairs, folding chairs, water toys, and any specialty items that you may require during your stay (large roasting pans, etc.)

Grills

Most homes are furnished with a gas grill, unless a charcoal grill is specified in the description. However, some condominium associations prohibit the use of outdoor grills. Propane tanks for gas grills are filled at the beginning of the season. However, if they are empty, we are not responsible for refill. You may refill them and present a copy of the receipt upon departure for reimbursement. Please, no charcoal in gas grills. The incoming guests appreciate the courtesy of a clean grill. Grills left dirty will result in a $20.00 charge.

Swimming Pools/Tennis Courts

Some of our homes are located in communities that allow guest access to swimming pools and tennis courts. We welcome you to make use of these amenities and enjoy yourself while doing so. However, please read and follow all posted instructions. If a pass or key is required to use these amenities, these will be left inside the home. Please return these to the proper place after your stay. The community provides these amenities, not the owner of the home or Smith Mountain Lake Vacation Rentals, LLC. Therefore, we provide no guarantee of the condition, operating hours, availability, etc. of them, and will offer no refund for such.

Repairs/Maintenance

Our homes are well maintained, but please understand that just like your own home, unexpected breakdowns may occur. The essence of your vacation is to enjoy yourself, so we will make every effort to remedy "displeasing" situations and correct any problems in a timely manner. We have maintenance personnel available, so please report any inoperative equipment or problems to our office immediately. For non-emergency situations, please call during office hours, or leave a detailed message. For emergency after hours maintenance situations, please 540-871-0444.  You can expect our professional staff to help remedy these situations; however, refunds will not be issued due to malfunctioning equipment (A/C, appliances, etc.) or other guest dissatisfaction.

Docks/Slips

All units are waterfront and most have a boat slip, guest slip, or private dock, unless otherwise stated. A boat slip means that the property has access to one slip. It is normally an uncovered slip. Please use the boat slip assigned to your unit. A guest slip means that a number of units have use of a community dock, and availability of the slips would be first come first serve. A private dock is accessible only to the occupants of the home, and may accommodate 1 or 2 boats depending on the size. Renters may use floating or stationary docks to tie up boats. Covered slips with electric lifts are for owners use only unless otherwise stated. An owner's boat may be in the lift of the covered slip, but is not available for guest's use. Please do not disturb or board the boat. OPERATION OF ELECTRIC LIFTS AT THE DOCK IS STRICTLY PROHIBITED. Damage to a dock and/or electric lift from unauthorized use will be the sole financial responsibility of the renter. Electricity and lights at the dock is not guaranteed.

HAVE A SAFE, HAPPY, AND MEMORABLE VACATION!!