FREQUENTLY ASKED QUESTIONS

Booking & Cancellation

Q: How old do I need to be to reserve a home?

A: In order to reserve one of our vacation homes everyone who is traveling must be at least 21 years old or accompanied by a parent or legal guardian.

Q: Do infants count toward the maximum occupancy?

A: Generally, children under the age of 2 do not count toward the maximum occupancy.

Q: What is the difference between FlipKey/VRBO and your site?

A: VRBO/AirBnB/HomeAway are advertising sites. We are the property management company that manages everything from marketing to maintenance and housekeeping. We advertise on VRBO and other sites to get our homes the most visibility.

Q: Can I bring more people than the maximum allowed listed?

A: Maximum occupancy does not only refer to the number a home can sleep, this is also the number of people allowed in the home at any given time. It is determined by the licensing authority based on the number of exits in the home and fire safety evacuation plan. Please abide by the maximum occupancy number for the home at all times.

Q: I tried to book a reservation online but it gave me an error. How do I know my reservation is secured?

A: When booking online, if you hit the submit button more than once this will result in you receiving an error message that says either your dates are unavailable or that you already have a reservation. Typically the reservation goes through, but you are welcome to call or email us to confirm.

Q: What is Stay in Vancouver cancellation policy?

A: You may cancel within the first 24 hours of booking the reservation with a full refund.

Q: What is the pet policy?

A: Pets are permitted in selected homes, depending on owner preferences. Some owners may have pet allergies and we ask that you only bring your pets into pet-friendly homes. The standard fee is $10 per pet, per night, with a minimum rate of $40 per reservation. The pet maximum and fee may vary by unit and will be listed on the home's webpage.

Q: Do you have any homes without a three night minimum stay?

A: Most of our homes have at least a three night minimum stay. This is to help cover any staff and cleaning fee’s, when your home is reserved.

Q: Do you take partial payments or must I pay in full upon booking?

A: All reservations under $2000 must be paid in full at the time of booking. Reservations over $2000 but within 60 days of check-in must be paid in full at the time of booking. Reservations over $2000 with partial payments and more than 60 days out must be paid in full 30 days before the start date of the reservation.

Q: How can I modify my reservation, and are there any fees associated with that?

A: Please call or email us to help you modify your reservation. There could be additional fees depending on the change occurring, but we will walk you through everything before finalizing it.

Q: I found a better unit than the one I booked, would I be able to modify my reservation and change it to the new unit?

A: It is possible to switch homes as long as the change is made more than 30 days prior to the reservation. If the modification results in a higher rental rate guests are responsible for paying the difference. Reservations can be modified without penalty up to 24 hours from making the reservation.

Q: Would I need to sign a rental contract for renting a vacation rental?

A: By booking a reservation, guests acknowledge and agree to abide by Stay in Vancouver's rental policies. Some of our homes will require you to sign a reservation contract agreeing to policies that are specific to that home. We ask that you review and sign the contract and return it to us via email or fax.

Q: How do I go about booking a vacation as a gift for a friend?

A: You can book and pay for a reservation for another person. However, you must ensure that the name and all contact information listed on the reservation, including the email address, are for the person that will be staying in the home.

Q: What is the difference between a hotel and a vacation rental?

A: All of our vacation rentals are owned by private home-owners and can be preferable to hotels for a number of reasons. They are typically more comfortable, offer kitchens for preparing meals and are more accommodating to those traveling with children and/or pets. Vacation rentals also offer a wider variety of accommodations which enables them to fit any vacation need.

Q: How do I pay for a reservation?

A: We accept the following credit cards: Visa, Mastercard, American Express. We also accept paypal for reservations booked more than 30 days in advance.

Q: Is smoking allowed in the home?

A: No, smoking is not allowed inside any of the rented premises. Please smoke outside the home.

Q: Does the home come with linens and towels, or do I need to bring my own?

A: The home will be equipped with all the basic necessities. All the beds will be made with fresh linens and bath towels will be provided. We do provide towels, however if you would like beach towels, we recommend bringing those with you.

Q: What items can I expect to find in the home?

A: Please see the features and amenities section of the home listing. Stay in Vancouver also provides a few items to get you started, including: shampoo, conditioner, soap, paper towels, coffee filters, toilet paper, laundry detergent, fabric softener, dishwashing liquid, dishwasher pacs/pods, dishes, kitchen trash bags, and small trash can liners. If there is something specific that you require, please make sure you bring it with you.

Q: What cable package does the home have? Will we be able to watch the game?

A: Rental properties are individually owned and each home will have a different cable vs streaming option. Stay in Vancouver cannot guarantee Television service or TV Channel availability.

Q: If I want to order the UFC Fight, a movie, or a game can I do so and have it charged to my credit card on file?

A: Our homes generally do not provide any sort of pay-per-view service.

Location & Access

Q: How do I obtain the keys?

A: We will e-mail check-in instructions a couple days prior to your stay including driving directions and the code to the lock box or electronic deadbolt.

Q: The lockbox only has one set of keys. Can we get another set?

A: We prefer the keys stay in the lockbox so that each member of your party can access the home at any time. This will eliminate the need for multiple key sets. It also prevents the keys from getting lost.

Q: There are two lockboxes here. Am I using the right one?

A: The lockbox closest to the door or on top is usually the guest lockbox. The other one is for our cleaning and maintenance staff. Occasionally the plates get swapped. If you are having trouble getting in using the code, try it on the other lockbox.

Housekeeping & Maintenance

Q: Can I not pay the cleaning fee if I clean the home myself, rather than using your cleaning services?

A: No. Guests are not allowed to clean after their own stay. Our housekeepers meet very strict guidelines and are required to clean the home after each guest vacates.

Q: We can't find any paper towels or dishwashing detergent. Can you bring us some?

A: Please check in all cabinets (under the sink, above the refrigerator) and if you cannot find what you are looking for, we will gladly reimburse you for picking some up. The same goes for the following items: shampoo, conditioner, soap, paper towels, coffee filters, carpet spot cleaner, toilet paper, laundry detergent, fabric softener, dishwashing liquid, dishwasher pacs/pods, dish brush, kitchen trash bags, small trash can liners, and propane for the grill.

Q: We can't get the fireplace/internet/hot tub/etc. working. Are there instructions in the house?

A: You should have received an email from us with check-in instructions that includes a link to a digital guest binder. However, if no instructions are found or if you need further assistance please contact us.

Q: I am allergic to pet dander and other smells, but I want to stay in a pet friendly home. Is there any way to ensure that I won't be bothered by them for my stay?

A: All our homes are thoroughly cleaned after each stay. However, we are unable to guarantee that you will not have a reaction to a home that has been regularly occupied by pets.

Check-in & Check-out

Q: What are the check-out procedures?

A: Check-out is at 10 AM and upon your departure. A fee will be assessed for failing to vacate the unit by the agreed upon check-out time. If you are in need of a late check-out time please contact us to discuss details further.

Q: Do I have to check in by a certain time?

A: Check-in is at 3 PM and guests can arrive any time after. There are some cases when early check-in is available. If that is the case, we will email you the morning of your stay to inform you that an early check-in option is available. Please note that we will not be able to confirm or deny an early check in request prior to the day of check in due to our cleaning schedules.

Q: Do you allow early check-ins?

A: An early check-in is dependent on whether or not the housekeeper has time to fully clean the home before your arrival. If guests are checking out the same day that your reservation begins, an early check-in is not allowed as it will not allow the housekeeper enough time to fully prepare the home for you. We will email you the morning of your check-in if early check-in is available.

Q: Can I get a late check out?

A: Late check-out is available if we do not have another reservation that night. There is a fee (plus taxes) associated. The fee varies from house to house. We can tell you if a late check-out is available three days before check-in. If you pay for late check-out you will have the home until the discussed time the day you check-out.

After your stay

Q: What is your lost and found policy?

A: We will return your lost item to you if you call us within two weeks of your departure date. We do charge a $25 fee, plus shipping to cover the cost of labor, drive time, and postal fees. Any items not claimed within two weeks will be donated to a local charity.

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