Frequently Asked Questions

We're excited to host your next vacation in the Finger Lakes! To help you with your vacation planning, we've compiled our most frequently asked questions about staying in one of our vacation rentals.

If you still have questions, we're here to help! Contact our local team at 888-414-5253 for additional assistance. 

Here are some of our most frequently asked questions!

What is the payment schedule for my reservation?

At the time of reserving, we require 50% of the rental rate plus all taxes and fees with the remaining balance due 60 days prior to arrival. If you are booking within 60 days of arrival, payment is due in full at the time booking. We are able to accept Visa, Mastercard, or Discover for that payment. You can also pay by check/e-check, but a valid credit card is still required to be on file. Please visit our Policies and Procedures page for a copy of the full rental agreement.

Why do I need to provide a copy of my driver’s license or passport?

As we do not have the pleasure of meeting you in person, we need legal verification that you are who you say you are and that you are over the age of 25, and eligible to rent.

What is the check in/checkout times?

From April 1-October 31 check in is 4PM and check out is 10 AM. Early check in/late checkout requests cannot be made during this time period.

From November 1-March 31 check in is 3 PM and check out is 11 AM. During this time, requests can be made the week prior to arrival but approval is at the discretion of housekeeping. A $50 per hour fee will be added for each hour housekeeping is able to accommodate if approved. You will receive an email the week prior to your stay with your check in instructions.

My reservation requires a security deposit. When is that charged and refunded?

Security deposits are charged with the final payment for the reservation. They are refunded back to the card on file after your stay once accounting has received and reviewed the inspection report. Please note, it can take up to 30 days to see the refund depending on your stay dates.

What is your cancellation/refund policy?

Our company cancellation policy is refund contingent upon re-rental of dates. If you need to cancel, we will hold whatever had been paid into the reservation at that point and release your dates back onto the calendar for re-rental. Upon re-rental of dates, we would refund you in full for nights re-rented minus the reservation fee which is always held upon cancellation. If you request to change dates or vacation home after submitting your rental agreement, you are subject to the cancellation policy. Please visit our Policies and Procedures page for a copy of the full rental agreement.

Do you offer trip insurance?

Optional trip insurance can be added at the time of reserving. Please visit the page below for additional information the optional trip insurance.

Can I exceed the maximum occupancy of the home?

Unfortunately, no. The maximum occupancy of each home is the number of guests allowed on the premises at any given time. This includes both day and overnight guests. 

Occupancy levels are based off a variety of factors, including new town codes. If we exceed the occupancy we and the owners of the property risk losing their rental permit. Because of this, we have to enforce occupancy. If a guest is found to be over the limit of allowed guests they risk having to leave the rental and forfeiting the paid rent.

If you need space to host a large gathering or additional guests, please contact one of our skilled reservations specialists for information on public parks, pavilions, etc.

Am I allowed to bring my dog?

Pet friendly homes are designated as such on the property page. If a home says it is not pet friendly, that is an owner that will not accept pets at their home. If a home is marked as pet friendly, please see the Property Details section of the page for the maximum number of dogs allowed and any restrictions the owner may have. Unfortunately, only dogs are permitted at our homes, and cats or other pets would not be permitted. There will be a non-refundable pet fee of $100 plus tax per dog added onto the reservation and we will require copies of the current rabies vaccination certificates.

Am I able to dock a boat at the home?

Dock dimensions and lift availability are listed in the Property Details section. If overnight docking is permitted, cleats or tie off availability are listed under Amenities. If a home does not offer a lift with a weight limit that will accommodate your boat, or cleats/tie offs are not listed, then this is a home that will not allow for a boat to be kept at the home. Docks can still be used to load/unload if overnight docking is not permitted and slip rentals are available at many of local marinas. Please check our Area Info section for marina information.

Are linens provided?

Linens include sheets, blankets, and pillows for all beds listed on the Home's web page as well as, one bath towel and wash cloth per Guest, one bath mat per full bathroom, one hand towel per bathroom, and one kitchen towel per kitchen. If you would like additional quantities or would like linens replaced during your stay at an additional cost, please ask your Representative to make these arrangements for you. (Please note daily linen service is not available.)

Is cable provided at my rental?

Satellite/Cable may not be provided at all rentals. If satellite/cable is provided, it will be specified under the list of amenities for the home.  If Smart TV's Only is listed, this means streaming services are available by using your own account logins and that may or may not include access to local channels.

What kind of coffeemaker is at the home?

Our homes come equipped with a standard basket filter coffeemaker. Please view our helpful ‘What to Bring’ checklist for additional information and helpful packing tips.

Is there a fire pit at the home and if not, am I able to bring one? Is firewood provided?

If the home has a fire pit it will be listed under the Amenities. If a home does not provide one, you are not able to bring your own. Firewood is not provided, but is an easy and inexpensive item to purchase in the area at roadside carts and gas stations. DO NOT bring firewood from home in order to avoid transmission of invasive species in accordance to  New York State DEC.

Are there canoes or kayaks at the home?

Any non-motorized watercraft provided will be listed in the Amenities. Adult-size lifejackets will be available if the home does list non-motorized watercrafts as available. Due to insurance and liability none of our homes provide motorized watercrafts for guest use. These items are not guaranteed to be available October 15th through May 15th.