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Guest FAQ

I'd love to stay in one of your properties! What do I do next?

Great! You can start is by sending us an online inquiry with your name, travel dates and number of travelers. This form also gives us all of your contact information to give you a call to discuss your vacation details, if you request this in your message. If you decide to book, a 50% deposit (total of rent, taxes, cleaning, etc) is due immediately to hold your reservation and the remaining balance and will be due 30 days prior to your arrival. Your full balance is due immediately if your arrival date is less than 30 days from the reservation date.

The property I was hoping to reserve isn’t available. Can you help?

Yes! We have a wide variety of properties available, and would be happy to make alternate suggestions.

What forms of payment do you accept?

We accept Visa, MasterCard, Discover, and American Express. We can also accept personal checks in "e-check" form, but payments need to be made at least 10 days prior to check in with this method.

Can you hold a property for me for a few days, a week or until I decide?

Unfortunately we cannot hold properties for any period of time. Reservations are honored on a first come, first served basis.

What is your cancellation policy?

Below is the cancellation policy for regular, long term and “special event” stays. Fees are refunded less credit card fees.

Regular Reservation Cancellation Policy

100% if cancelled more than 30 days prior to the Check-in Date

50% if cancelled 30 days or less prior to the Check-in Date

0% if cancelled 7 days or less prior to the Check-in Date

 

Special Event or 30+ NightReservation Cancellation Policy

100% if cancelled more than 90 days prior to the Check-in Date

50% if cancelled 90 days or less prior to the Check-in Date

0% if cancelled 60 days or less prior to the Check-in Date

Do you offer trip insurance or travel protection?

Yes, we do offer (and highly recommend) trip cancellation/interruption travel protection insurance via CSA. This insurance will allow you to be fully reimbursed if you are prevented from making the trip or have to cut your trip short. The cost of the insurance is 6.95% of your rent total, and we are happy to provide more information about the benefits and extent of coverage.

How are damage deposits handled?

Emerson Guest Properties offers damage insurance for $49, which covers up to $3000 of accidental damage, if it were to occur during your stay. Alternately, you can pay a $1000 fully refundable cash deposit, if you opt not to purchase damage insurance.

Are bed linens and towels included in the vacation rental?

Yes, all our properties have sheets for every bed and sofa bed. We also provide bath, hand and face towels, as well as kitchen linens.

I will be travelling with a baby/toddler. Do you have cribs available?

We happily offer high chairs and pack & plays, upon request and pending availability. Please let us know when you are making the reservation if you would like to request these items.

How do we get the keys for our vacation rental?

Our properties all have lockboxes, making an additional trip to our rental office unnecessary! A few weeks prior to your arrival, we'll send you arrival instructions with the lockbox code and other pertinent property information.

What time is check in/check out?

Typically check in is at 4pm and check out is at 11am. We often have back-to-back reservations and this allows us enough time to ensure properties are cleaned to our (very thorough) standards.

Is there a chance we will be able to check in early or check out late?

You are always welcome to request an early check in or late check out – if this is something we can accommodate based on the calendar we will be more than happy to do so.

Do you charge hotel taxes?

Yes, we charge city and state taxes in accordance with the appropriate hotel tax law requirements.

Are your properties licensed?

Yes, when required by local ordinance. All properties represented by Emerson Guest Properties within the city limits of Austin, TX are properly licensed short-term rentals.

Can we throw a party or event at one of your properties?

Parties and events are strictly prohibited, both by Emerson Guest Properties and by the short-term rental ordinances for the City of Austin. These properties are all located in residential neighborhoods and we place a high level of importance on respecting our neighbors and the neighborhoods that make these rentals so wonderful!

Do the properties have cable and Internet?

All of our properties are required to have Internet, and almost all properties have cable. If a property does not have cable, it will be clearly noted at the bottom of the property description. Please also feel free to check with us and verify if you are unsure about a particular property.

Do you allow pets at your properties?

Many of our properties do allow pets, some have weight restrictions, and most allow a maximum of two. Most properties do not allow cats, but there are a few that do. Regardless of the property, all pets must be discussed and approved for each individual reservation. Please let us know if you are hoping to bring pets.

Do you allow smoking?

No, smoking is strictly prohibited inside properties. Smoking outside is generally allowed, but must be a reasonable distance from doors, and window and doors nearby need to be closed. Cigarette butts should be property disposed of – any butts left out or on the ground will result in additional cleaning fees.

Is there air conditioning at the properties?

Yes, all of our properties have central heating and air conditioning.

Can we expect a washer & dryer at the property?

Yes, almost all of our properties feature a washer & dryer. You can check the amenities section to verify, and are welcome to inquire directly with us as well.

Who do we contact if we have a problem, issue or question during our stay?

You can call our office at any time. If you are a current guest experiencing an issue, please let the receptionist know and you will be immediately routed to an on-call person. You will also be able to select an option to be routed to an on-call person via the after hours office voicemail, if needed. Alternately you can email brooke@emersonrents.com

Emerson Guest Properties 401 Congress Ave. Suite 1540 Austin, Texas 78701 +1 (512) 434-0442 info@emersonrents.com

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