FAQ

WHEN YOU BOOK:

Feel free to give us a call at 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 have been passionate about vacation planning for over thirty-five years. With thousands of happy customers over the years, we would love to add your family and friends to ours.

 

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

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We work to provide photos that properly represent the homes, furnishings, and lot layout. Guest reviews are posted to provide additional details to assist with your decision. We are happy to answer questions by phone at 540-297-3555 or by email at reservations@smithmountainlakerentals.com.

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Our office is staffed from 9:00 a.m. to 5:00 p.m. EST, Monday through Friday. We are also open on Saturdays during peak season, Memorial Day through Labor Day.

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All homes require Summer peak season rentals for Saturday-to-Saturday weekly stays. In the Spring, Fall, and Winter off-peak seasons, nightly rentals are allowed in many properties, with required minimum stays. Holiday stays must be three nights or more, depending on the home. Prices are subject to change without notice.

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All reservations are subject to the Rental Agreement and Terms and Conditions provided after booking.

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OCCUPANCY AND AGE REQUIREMENTS:

All homes are strictly limited to the number of occupants indicated in the listing. Occupancy limitations are determined by Bedford County and Franklin County regulations and are based on the size of the home’s septic system. Anyone over the age of two years is considered an occupant.

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YOU MUST BE 25 YEARS OF AGE OR OLDER to make a reservation, and the leaseholder must occupy the property for the entire duration of the stay. Non-chaperoned groups are not permitted. Should a group misrepresent themselves, they may be required to vacate immediately without a refund.

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Our rental homes are available for residential use only and may not be used as venues for parties or events. A few nearby commercial lakefront locations are available as wedding venues, and we are happy to provide contact information and assist with lodging needs.

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LINENS:

Linens are provided with the paid linen fee. You may opt out with written notice to the office provided in a timely manner. If bringing your own linens, you will need to supply all sheets, pillowcases, towels, hand towels, and washcloths for your guests. Homes are equipped with bedspreads or comforters, pillows, and blankets.

If linen service is selected, linens will be at the home upon arrival and include sheets and towels up to the allotted number of people the county allows for occupancy. Make-up service is available at an additional charge and must be arranged at least ten days prior to arrival.

Linens are provided up to the maximum occupancy permitted for the home.

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WHAT TO BRING:

Paper products, toilet paper, paper towels, trash bags, aluminum foil, plastic wrap, storage bags, toiletries, detergents, and hair dryers are not supplied. Dish towels are also suggested. We recommend bringing your own dock towels, dock chairs, cooler, koozies, water toys, flashlight, life vests, and any specialty items you may require during your stay.

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Please print and bring your Arrival and Departure Instructions. You will need to refer to these at check-in and check-out.

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Firewood is not provided. If your home offers a fireplace or fire pit, you must supply your own wood. Never leave fires unattended. Fireplaces and fire pits may only be used if listed as an available amenity for the home.

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PAYMENT PROCESS & DAMAGE COVERAGE:

Making a reservation is a commitment. A signed Rental Agreement is required within seventy-two hours. The first payment is due at the time of reservation or within ten days if paying by check. The balance is due thirty days prior to arrival. The card on file will be charged unless alternate payment arrangements are authorized.

A credit card is required to remain on file as a guarantee for negligent damages to the property and incidental charges during the rental period.

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The Accidental Damage Coverage consists of a non-refundable damage fee. The non-refundable damage fee covers accidental damage up to $1,000, excluding pet-related damage, as outlined in the Rental Agreement. Guests are responsible for any damages exceeding this amount, additional cleaning, missing items, moved furniture, late check-out, trash left behind, or other violations. Units are cleaned and inspected after each departure. Documentation will be provided if damage is found. Guests are asked to inspect the home upon arrival and report any concerns promptly.

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CANCELLATION POLICY:

All canceled reservations are subject to a $100 cancellation fee. Cancellations must be received in writing, and email is acceptable. If a reservation is canceled with at least ninety days’ notice, payments made minus the cancellation fee will be refunded. With less than ninety days’ notice, no refund will be given unless the home is re-rented for the same dates and rate. If the home does not re-rent, all monies received will be forfeited.

Nonpayment of required deposits or balances may result in reservation cancellation. If the home becomes unavailable, Smith Mountain Lake Vacation Rentals LLC reserves the right to substitute comparable accommodations.

Reservations made through third-party booking platforms may also be subject to that platform’s cancellation policies. Regardless of booking method, Smith Mountain Lake Vacation Rentals LLC’s cancellation terms apply.

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AFTER YOU BOOK:

After booking, a Rental Agreement will be sent by email for electronic signature. Your reservation is not secured until the agreement is completed. Rental Agreements are between you and the Property Owner, with Smith Mountain Lake Vacation Rentals LLC acting as the agency representative.

Internet access is available at many properties and will be listed as an amenity when provided. Service reliability, speed, and usage limits vary by property.

Amenities may change during the season as homes are individually owned and updated. Descriptions are kept as current as possible.

Propane canisters are the renter’s responsibility to exchange or refill. Receipts may be submitted to the office for reimbursement when applicable.

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CHECK-IN & CHECK-OUT:

Guests will drive directly to the property and follow the Arrival Instructions provided. Approximately five days before arrival, an email will be sent with Arrival and Departure Instructions, including lockbox or door code information.

During peak season between Memorial Day and Labor Day, check-in begins at 3:00 p.m. and check-out is by 10:00 a.m. These times allow our teams to properly clean and inspect homes. Times may vary during off-peak seasons.

Late departures may result in additional charges billed to the card on file.

If issues arise after check-in, please contact the office during business hours. An after-hours emergency number is available for true emergencies.

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BRINGING MY DOG(S) & EXPECTATIONS:

Dogs are the only pets permitted and are allowed only in pet-friendly homes with a paid fee. Guests affirm that dogs are current on immunizations and flea prevention and must remain under control at all times. Pets may not be left unattended at the property.

Guests are responsible for all pet-related damage and cleanup. Picking up after pets is required. Unauthorized pets may result in additional charges as outlined in the Rental Agreement.

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WHILE YOU VISIT:

Please inspect the home and dock promptly upon arrival and report any concerns immediately so we have the opportunity to address issues during your stay.

Dock access is provided unless otherwise stated. Please use only the dock or slip assigned to your home. Boat lifts are for owner use only and may not be operated by guests. Damage resulting from unauthorized use is the renter’s responsibility. Electricity and dock lighting are not guaranteed.We are not responsible for the inability to use slip parking due to water conditions like low lake levels or high-traffic wake areas.

Water levels fluctuate due to weather conditions and dam operations controlled by American Electric Power and may affect dock or shoreline access. No refunds are issued due to water conditions.

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BE A GOOD NEIGHBOR:

You are staying in a community where many residents live year-round. Please be respectful of neighbors, comply with no-wake and speed limit signs, park in designated areas only, and observe quiet hours from 10:00 p.m. to 8:00 a.m. Occupancy limits are strictly enforced.

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NO SMOKING OR FIREWORKS:

All homes are smoke-free. Smoking or vaping is prohibited inside the home and in any area where smoke may enter through doors or windows. Smoking is permitted only outdoors away from the home, and all materials must be properly disposed of.

Fireworks are not permitted at any property due to safety and liability concerns.

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TO DO BEFORE YOU GO:

We understand you are on vacation, and we simply ask that you respect the home as you would your own. Please remove all trash and take it to the designated waste collection facility, wash and put away dishes, remove open food items, gather personal belongings, and leave the home tidy.

Do a final walk-through. We cannot be responsible for items lost or left behind. Items recovered may be mailed for the cost of packing and postage. Items left behind may be donated to local charities after a reasonable period.

Please turn off all lights, lock the doors, and have a safe trip home.

 

This FAQ is provided for convenience only and does not replace or modify the Rental Agreement and Terms and

Conditions.

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