FAQs about renting with Smith Mountain Lake Vacation Rentals

When You Book
Feel Free to Give Us a Call (540-297-3555) Smith Mountain Lake Vacation Rentals LLC is a locally owned and operated vacation rental and property Management Company that provides privately-owned homes around Smith Mountain Lake. We’ve been passionate about vacation planning for over twenty-five years. With thousands of happy customers over the years, we want to add you and your family and friends to our family.

Ask our advice! We are a wealth of information and we care about helping you find your special lake place. All our homes are individually owned and furnished to each owner’s taste and then we add our unique and caring servicing of the property and to you, the guest.

We work to provide photos that properly represent the homes and write-ups that try to provide you with details about the property to assist you with making your choice.We are happy to answer questions by phone 540-297-3555 or email [email protected]

Our office is staffed from 9 am to 5 pm EST Monday thru Friday. We are open Saturdays during peak season (Memorial Day to Labor Day) as well.  All of our homes require that Summer (peak season) rentals are Saturday to Saturday weekly stays. In the Spring/Fall and Winter (off peak) seasons, nightly rentals are allowed in many of our properties, but there are nightly minimums required. Holiday stays must be three (3) nights or more, depending on the unit.

Linens are NOT provided. You will need to supply all sheets and towels, hand towels, and face cloths 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 your vacation rental, linens will be at the home upon your arrival.  Make-up service is available at an extra charge.

All Paper products (toilet paper, paper towels), trash/garbage bags, aluminum foil, plastic wrap, ziploc bags, bath toiletries, detergents are NOT supplied nor are hair dryers, ironing boards, etc.  Dish towels are also suggested as those do disappear.  We suggest that you bring your own beach towels, beach chairs, cooler, koozie, water toys, flashlight, life vests and any specialty items that you may require during your stay. 

If your home has a fireplace or fire pit you will need to provide your own wood. Bundles are available at local stores in the area. NEVER LEAVE FIRES UNATTENDED.  Not all homes allow use of fireplace or fire pit.  Check the amenities section of the home to see if use is available.

All homes are strictly limited to the number of occupants indicated.  Occupancy limitations are determined by Bedford County/ Franklin County and are based on the size of the homes septic system.  For this regulation, anyone over the age of two years is considered an occupant.  YOU MUST BE 25 YEARS OF AGE OR OLDER TO 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.

Our rental homes are available for residential use only.  They are not to be used as a venue for parties or events. However, there are a few nearby ‘commercial’ lakefront locations that are offered as wedding venues.  Please don’t hesitate to ask for the contact information.  We’d love to help you and your guests with nightly accommodations!
What is the payment process/cancellation policy?

Making a reservation is a commitment. The first payment (half) is due at the time of reservation as is your signed lease agreement. The balance will be due 30 days before your stay, and charged to the card on file, unless other payment is authorized. We accept major credit cards (Visa, MasterCard and Discover), personal checks, and money orders. All prices displayed on this contract represent the cash discount. A 4% fee is applied by the bank as a transaction fee if a credit card is used. If a reservation is cancelled the bank processing fee is non-refundable.

The Credit Card that we require to keep on file means that you further accept our terms to take proper care of the property while you are in possession of it. This valid credit card is kept on file as a guarantee for negligent damages to the property. This card will be used for any additional services you request or damage beyond normal wear and tear during your rental period.  Damage not reported will be billed as stated in our Rental Agreement.

Our Companies Security Fee consists of a non-refundable damage fee of $60.00. Guests will be charged for any damages to the unit; missing items, additional cleaning, carpet stains, moved furniture, late check-out, trash left in unit, etc. Any damages exceeding the $60.00 damage fee will be charged to your credit card on file.  The units are cleaned and inspected after each departure. If the inspection finds any damage, documentation will be sent. We ask that you please inspect the unit upon your arrival and report any concerns or damages immediately. 

Cancellation Policy: If a reservation is canceled with at least 90 days’ prior notice, the payment will be refunded. If a reservation is canceled less than 90 days of your arrival date, no refund will be given. The full amount is due 30 days before the stay and will be charged to card on file unless other arrangements are made for payment.  If the agency is able  to re-rent the unit for the same amount of time and  price the total will be refunded minus a 25% fee.  Note: There is a $100.00 fee on the cancellation of a reservation. If paying by credit card the bank processing fee is non-refundable. 

If the home becomes unavailable, REALTOR reserves the right to substitute the home for like accommodations.
After You Book – What’s Next?

After you reserve one of our homes a Rental Agreement (Terms & Conditions) will be sent to you via email that will require your signature and a list of guests who will be accompanying you as well as ages. This e-sign document is easy to fill out on any device and will auto submit at completion. Your reservation is not secured until we receive your Rental Agreement. Our Rental Agreements are between you and the Property Owner with Smith Mountain Lake Vacation Rentals LLC as the Agency Representative.

Internet access is available at some properties. If this option is important to you be sure to ask! Some homes have limits and overage charges if exceeded. Many cell phone carriers offer the ability to turn your device into a hotspot.

Propane canisters are the renters responsibility to refill as there is not a way for us to know when a canister will empty. We ask that you exchange for a new tank and remit the receipt to our office for a refund. There are numerous locations to exchange including Kroger, Dollar General and Food Lion.
When is check-in/check-out and how do I get into the property?

You will drive directly to the property you are renting and follow your arrival instructions to gain access to the house.  Five days before your arrival you will receive an email with Arrival/Departure Instructions which includes the Lock Box/Door Code.  We ask arriving guests who are checking in to arrive no earlier than 3:00 P.M.  We need every minute of the hours between check-out at 10:00 a.m. and check-in at 3:00 p.m. to ensure the homes changing hands that day are ready for the arriving guest. These times are subject to change.  We ask your cooperation with this by checking in and out at the appropriate times. All homes will be clean and inspected prior to your check-in. If you encounter any problems after checking in contact the office at 540-297-3555 and someone will assist you.  An after hours emergency number is on the voice mail if needed.  Please only call the emergency number if it is a true emergency and cannot wait until normal business hours.
If I am bringing my pet(s) what is expected of me?

We have hosted hundreds of dogs over the years. We are pet owners ourselves. We want to remain a pet friendly company and that requires your help. Pets are only allowed in pet friendly homes! Bringing your dog requires you provide verification that your dog is up to date on all immunizations and is currently and has been (for at least 2 months prior to your visit) on a flea control program.

There is a nonrefundable Pet Fee for each property.  You must be able to control your dog at all times. At no time, should you leave your dog unattended at the property. Should we receive complaints about your dog misbehaving you and your dog may be required to leave and all monies paid will be forfeited. 
You will be responsible for everything your dog does at the home.  Picking up after your dog is important.  Make sure that you pick up after your pet. If you miss picking up, a $100 fee may be charged.  We really don’t want to have to do it for you.

While You Are Here
When you arrive at your property, check it out!

Your vacation experience is very important to us. If we can fix something to make it better, we will. We need to know AS SOON AS POSSIBLE to correct issues for the stay. If you tell us when you leave it doesn’t provide us with a fair opportunity to exceed your expectations. Please call us at 540-297-3555.

Most of the rental properties have use of a dock or slip, guest slip, or private dock, unless otherwise stated. A boat slip means that the property has access to one 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. 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.

If maintenance difficulties occur our staff will make every effort to remedy these situations and correct any problems in a timely manner. However, refunds will not be issued due to malfunctioning equipment, mechanical failures, unfavorable weather, early departure, interruption of utilities, or other guest dissatisfaction.
Please be aware that the water level of Smith Mountain Lake does fluctuate due to both weather conditions and flowage of the water through the dam as set by American Electric Power and this may affect the use of the docking facility.

Being Good Neighbors Is Important!

You are in a community of people that live there all the time, not just for a short weekly vacation but for the entire season or year-round. Your vacation is important but so are the rights of the people around you. Please do not do anything to negatively impact your neighbors. Please be considerate. We do not want them to complain to local law enforcement. Be aware the noise ordinance  begins at 10 p.m.

Is smoking permitted? What about Fireworks and Fires?

No, for everyone's health and safety ALL of our homes are smoke-free. Anyone smoking inside the property will be assessed a fee for a professional cleaning company to come in and remove the smoke damage.  Smoking is allowed outside the property but you must clean up after yourself. Leave no trace.

No Fireworks!. Our Property Owners DO NOT allow fireworks at ANY of the homes. Please respect that.

Outside fires, because of fire danger, are not permitted at any of our homes unless they have an approved fire pit. Please ask if this is important to you.

What is expected of me when I leave?

We understand you are on vacation and the last thing you want to do is clean before you leave. What we ask is that you take care of and respect this private family home as if it were your grandmother’s that she let you borrow and leave it the way you found it.

We expect you to leave the home and yard free of clutter and trash. All trash must be removed from the property and taken to the waste collection facilities (closest location and directions are provided on your home information sheets as well as posted in the home).  The dishes should be cleaned and put away and all personal belongings removed including any open food items. (It is OK to leave unopened, non-perishable pantry items.) Our cleaners will sanitize the kitchen and bathroom, mop all the floors and do the deep cleaning.  Gather all personal items. We cannot be held responsible for items lost or left behind. Items that are recovered will be mailed for the cost of packing and postage. If a special trip is required to retrieve the item, a service charge will apply for the time involved. Items left more than 30 days will be given to local charities.

Leave all furniture arranged in the order it was found, strip the beds of sheets and remake with comforters- following the instructions for what to do with the dirty linens after you put them in the laundry bags provided.  
Remove all trash from the property, dock and yard. $10 will be charged for each bag left.
If you brought a pet, check that there is no evidence it was at the property after your stay.
Burn off grill and clean. $20 will be charged if left undone. 
Lock all windows and doors.
Turn off all interior and exterior lights.
In the summer, please leave the A/C at 78 degrees. In the cold weather months turn to "heat" and set to 55 degrees.
Return all keys to the lockbox 
Have a safe trip home!.