Frequently Asked Questions

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POLICIES

CHECKING IN AND OUT

DURING YOUR STAY

 

 

 

 

I’ve found the vacation rental I’d like. How do I book?

Once you’ve found the vacation rental you’d like, you can either book online from that rental’s online listing or call us so we can assist you with your booking. You’ll find the phone number on the top right-hand side of each page of our website.

Payment: The first half payment is due at the time of booking to hold your vacation rental. We accept Visa, Mastercard, and American Express. The remaining half is due thirty days prior to your arrival.  We will automatically charge the credit card on file for the final half of the payment thirty days before arrival.

Rental Agreement: To finalize your reservation, you will need to electronically approve a Rental Agreement, which can be accessed from a link to your guest itinerary in your confirmation email. We will send step-by-step instructions on the Rental Agreement approval process at the time of booking. Just email us if you would like us to re-send them or if you have any questions.

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Can we add more nights to our stay?

As long as the vacation rental you have booked is available, we’d be glad to extend your stay so you can arrive a day earlier or stay a day later. The cost will be equivalent to the nightly rate you paid at the time of your initial booking, plus tax. No other fees are required to extend your stay, but if you have purchased the vacation rental insurance through Travel Guard, you have the option to request a policy modification so it will cover the new reservation balance.

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What is supplied in my vacation rental, for instance, is there a Crock Pot at my vacation home?

Basics: We supply paper towels, dishwasher soap, trash bags, toilet paper, travel shampoo, conditioner, lotion and hand soap. You  are responsible for purchasing these items if you run out. We do not supply laundry detergent, but homes with a private washer and dryer usually have some that’s been left by owners or previous guests.

Kitchen: All of our vacation rentals have a fully stocked kitchen, including dinnerware, silverware, pots & pans, cooking utensils and other basics like a coffee maker and a microwave, even some coffee to get you started. Most also have a crock pot, blender and toaster.  For specific items, just ask. We also supply dish towels, dish cloths, dishwasher detergent and liquid dish soap.  You may also find spices, coffee filters and non-perishable items left in the kitchen by owners or previous guests, but we do not keep an inventory of these miscellaneous items.

Bed and Bath: All linens are provided for the beds and sleeper sofas and we supply one full towel set for each guest (corresponding to the maximum occupancy of the home). There are two pillows provided for each bed and extra blankets for the sleeper sofa. If you find something is missing, let us know. If it’s something that is supposed to be supplied, we will bring it over to you at no cost. For additional linens outside of what is normally supplied, we can deliver for a small fee or you can pick them up at our office at no cost.

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Do you have any pet-friendly condos or homes?

We have a selection of pet-friendly condos and homes that allow one or two dogs, which varies depending on the vacation rental. There is a non-refundable fee of $75 to stay at a pet-friendly option if you bring your dog(s). To see our pet-friendly options, click here.

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What is the Rental Agreement and how do I approve it?

The Rental Agreement is the contract between you and Winter Park Lodging Company stating the contracted dates you are authorized to access the vacation rental, the name of the vacation rental you have authorization to access and the corresponding rules and regulations governing your stay, including, but not limited to, check-in and check-out times, our cancellation policy and payment deadlines.

Your approval of the Rental Agreement is required within 24 hours of booking to finalize your reservation. In order to approve your Rental Agreement, you must first log into your Guest Itinerary from a link provided in your confirmation email. We will email you the confirmation email at the time of booking. From your Guest Itinerary, you will be able to review and approve your Rental Agreement electronically. We will also send you step-by-step instruction on the Rental Agreement approval process at the time of booking. If you have any questions or need assistance, please email us.

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What happens if I can’t make it and have to cancel?

After booking your reservation, you will have 24 hours to cancel. After 24 hours, your credit card payment serves as your approval of the attached rental agreement, which is a binding contract. We strongly encourage you to purchase our vacation insurance which will protect your vacation investment against unforeseen circumstances (see below).

To cancel a confirmed reservation, please call us as soon as you know.   Written notification of cancellation signed by leaseholder is also required, which can be sent via mail, fax, or e-mail.

     Refund of canceled reservations

  • If you cancel more than 180 Days prior to Arrival Date – 90% of the deposit amount will be refunded.
  • If you cancel 179- 60 Days prior to Arrival Date – 75% of the deposit amount will be refunded.
  • If you cancel 59 – 30 Days prior to Arrival Date – 50% of the deposit amount will be refunded.
  • If you cancel 29 – 14 Days prior to Arrival Date – 25% of the total rental amount will be refunded.
  • If you cancel Less than 14 days prior to Arrival Date – No Refund.

If you purchased the optional Travel Insurance, that insurance premium will not be refunded.

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How much is the vacation rental insurance and what does it cover?

You never know when something will come up that could put a halt to your vacation plans.  Whether a family member gets sick, or you get stuck on a closed road, we understand that vacation plans can change and for this reason, recommend that all of our guests purchase quality travel insurance prior to their vacation.

In partnership with RentalGuardian.com, we are pleased to offer our guests Vacation Rental Travel Protection.  This Travel Protection program is a great way to protect your family’s vacation purchase in case of many unexpected emergency situations that may occur.  Cost for the travel protection is 7% of the total cost of your booked lodging, while the ‘cancel for any reason’ travel protection is available for 9.8% of the total cost of your booked lodging.  This policy is offered to all guests when they pay their rental deposit, but coverage is only once the total premium is paid. Contact the Rental Guardian offices to receive a complete Description of Coverage document.   Once Travel Protection has been purchased, you receive a 10 day ‘free look’ period; after this time period, it is considered accepted and is non-refundable.

Travel Protection can be added at the time of booking or within 30 days prior to your arrival.    If you choose not to purchase travel insurance, please be advised of our cancellation terms detailed above.

For more policy information on Travel Protection with Rental Guardian, CLICK HERE.

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What is the Accidental Damage Protection Fee? Is it required?

The Accidental Damage Protection Fee protects you from expenses incurred as a result of accidental damage to the vacation rental during your stay. You will be covered up to $1500 for accidental damage to the vacation rental without ever needing to pay a refundable deposit. All you have to do is notify us of the damage as soon as it occurs and we will take care of the rest. This fee is required for all of our vacation rental properties and is included in the total price quoted prior to booking.

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When will I receive directions and check-in instructions?

We will email you the complete instructions on checking in, including directions to your vacation rental and to our office, our contact information while you’re in Winter Park and all important information regarding operation of specific items in the vacation rental. You can expect to receive this email ten days prior to your arrival under the condition that your balance is paid in full and that you have approved the Rental Agreement. We will email your check-in instructions to the email address that we collected from you at the time of booking. If you would like us to send them to a different email address, just let us know.

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Where do we check in?

Zephyr Mountain Lodge, Fraser Crossing & Founder’s Pointe: If you are staying at any of these condos, we will include a lock box combination in your check-in email. Upon arrival, simply go to the lock box and open to collect your keys. Founders/Fraser lock boxes are located inside the entry doors to the building; all Zephyr mountain lodge keys can be collected at the lock boxes in the Riverside Zephyr building, simply park at the turning circle, go in through the main double doors, take an immediate right and the lock boxes are approximately 100 ft down the corridor.

All other locations: You have the convenience of checking in directly at your vacation rental and there is no need to come to our office. All of our lofts, private homes, and townhomes have a lockbox with a key or a keyless entry deadbolt. We will provide the code in your check-in instructions prior to your arrival.

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Can we get more keys?

For properties with a keyless entry deadbolt, there are no keys required to unlock and lock the door; just enter the code to turn the deadbolt.

If you are staying at Zephyr Mountain Lodge, Fraser Crossing or Founder’s Pointe, you will automatically be supplied four key cards upon check-in at the front desk of Zephyr Mountain Lodge. If you know in advance that you would like more than four key cards, just let us know at least three days prior to your arrival so we can make arrangements. We will need to notify the front desk that you are authorized to receive more keys. If you would like to request more keys after you check-in, please call us and we will let the front desk know you are authorized to pick up extras.

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What are my check-in and check-out times? Is there any wiggle room?

Check-in: Our check-in time is 4:00 pm. We cannot guarantee an earlier check-in in advance since there is always the chance that another guest will book the same vacation rental with a departure on your arrival date; we will need the allotted time to clean and inspect the vacation rental to ensure that it is 100% satisfactory for your arrival. However, if you let us know that you are interested in checking in earlier, we will note that in your reservation details. If we can prepare your vacation rental earlier than 4pm, we will notify you by calling your cell phone.

Check-out: Our check-out time is 10:00 am. As with check-in, we cannot guarantee a late check-out. If someone is arriving the day you leave, we need the allotted time to clean and inspect after you depart so it is 100% satisfactory for the next guests. If you would like to request a later check-out, let us know and we will make a note in your reservation details. Then, please call us the day before you depart to find out if a late check-out is possible. If no other guests are arriving, we may be able to extend your check-out until 12:00pm at no charge.

Unauthorized Early Check-in or Late Check-out:

Please do not check in early or check out late without our prior consent.

 

Do we have to do anything before we check out?

Please make sure that all windows and doors are locked before you depart. If you are staying at a property with a lockbox, please return the key to the lockbox prior to leaving. If you are staying at a property with a keyless entry deadbolt, just be sure to enter the code to lock the deadbolt upon your departure.

There are some other suggested and mandatory duties listed in your check-in information that we email to you prior to your arrival. Please review those items before you depart and note that the majority of these tasks are only suggested ways to assist us in preparing the vacation rental for the next guest. One task that is mandatory for all vacation rentals it the removal of excess garbage beyond what fits in the provided trash bins at the property.

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Is there daily maid service?

We do not provide daily maid or cleaning service, nor do we provide fresh linens or towels after your arrival to the vacation rental. All of our vacation rentals have access to either a shared or a private washer and dryer. If you are staying for extended period of eight or more nights, we can arrange a mid-stay cleaning and/or a linen and towel exchange for a minimal fee. If you would like to arrange a mid-stay cleaning or linen/towel exchange, please notify us at least two weeks prior to your arrival so we can make the proper arrangements.

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What happens if we accidentally damage something?

If something in the vacation rental is accidentally broken or damaged during your stay, please call us as soon as the damage occurs so we can fix it as soon as possible. We would like any damage to be taken care of during your stay, if possible, but if you prefer us to wait until your departure, just let us know. We definitely want to be sure all items and features of the vacation rental are functional for you and all upcoming guests. You are covered for up to $1500 in accidental damage to the property with the Accidental Damage Protection Fee included in the cost of your rental.

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What is the Accidental Damage Protection Fee? Is it required?

The Accidental Damage Protection Fee protects you from expenses incurred as a result of accidental damage to the vacation rental during your stay. You will be covered up to $1500 for accidental damage to the vacation rental without ever needing to pay a refundable deposit. All you have to do is notify us of the damage as soon as it occurs and we will take care of the rest. This fee is required for all of our vacation rental properties and is included in the total price quoted prior to booking.

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What do we do if there is a maintenance issue?

If you notice that maintenance is needed at the vacation rental, please let us know as soon as you notice so we can get the required work started as soon as possible. We will do our best to fix it as soon as we can so you are comfortable. If it is a major issue such as heat or hot water, and it cannot be resolved within 24 hours, we will move you to a comparable vacation rental at no additional cost to you. We have 24-hour emergency guest assistance for your assurance and safety. The contact details are sent to all guests in the check-in instructions to your vacation rental.

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Is there a Lost and Found?

Yes, we have a lost and found department at our office in downtown Winter Park. If you have forgotten something at the vacation rental and have already left Winter Park, just email us with a description of the lost item, the vacation rental you stayed in, the date you departed and the location you believe the item was left. We will do our best to recover it and will mail it back to you at your expense.

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