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RENTAL POLICIES AND PROCEDURES Reservations Rental rates are divided
into 4 seasons: Summer, Spring/Fall,
Winter, and 5% 5% County lodging tax $300.00 refundable security
deposit 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. 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: All monies paid are
non-refundable if we are unable to re-rent the unit. If you cancel more than 30 days out from your
arrival date and we successfully re-rent the unit all monies will be refunded
less a $50.00 reservation processing fee.
If your cancellation is 30 days or less from arrival date and we are
able to re-rent the unit, all monies will be refunded less 25%. Any change of dates in same unit must be
made within 7 days of original reservation. We make every effort to match the
needs of our clients with the appropriate home. Please review all unit
information and make your selection carefully, as transfers are not permitted. 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. Refundable Security
Deposit A $300.00 refundable
security deposit is required for a reservation. 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. Any damages exceeding the $300.00 security
deposit will be charged to your credit card on file. The units are cleaned and
inspected after each departure. If the inspection results in retention of the
security deposit, documentation will be sent along with any remaining balance.
We ask that you please inspect the unit upon your arrival and report any
concerns or damages immediately. ALL SECURITY DEPOSITS ARE MAILED IN THE FORM
OF A CHECK ON THE 10th OF THE FOLLOWING MONTH AFTER DEPARTURE DATE. 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:
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!! |
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