Guest Policy and Information
Thank You for Staying with Vacation Station
The staff at Vacation Station extends our warmest welcome to you. We want your stay with us at beautiful Lake Tahoe to be among your most enjoyable and memorable experiences. We strive for excellence in preparing for your visit. Please let us know how we can assist you by calling us at 775-831-3664.
To help make your visit go smoothly, we would like to note a few things about your stay with us. We will also explain your responsibilities as guests at Vacation Station properties.
Emergency For emergency response, call the appropriate agency:
Fire 911 Non-emergency 775-831-0351
Police 911 Non-emergency 775-832-4110
Medical 911
Once you have contacted the emergency personnel, please call us at 800-841-7443 so that we can provide additional assistance.
Stay Safe! We want your stay to be safe and enjoyable, so here are a few things you need to know:
* In case of fire, GET OUT, STAY OUT and CALL FOR HELP.
* When you first arrive at the home, take a few minutes to familiarize yourself with the layout. Plan an escape route, in case you might need to evacuate in an emergency.
* Locate the fire extinguisher, in case you need it. Do not attempt to fight a fire unless you are confident you can extinguish the flames safely. Instead, evacuate the home and call for help.
* Do not disable the smoke detectors or carbon monoxide detectors. Do let us know if they chirp or the alarm sounds so that we can investigate and correct the cause.
Office Hours Our regular business hours are:
Monday through Saturday 8:30 am to 6:00 pm
Sunday 9:00 am to 5:00 pm
We are available 24 hours every day by phone at 800-841-7443 so you may call us anytime for urgent issues such as lack of heat or flooding. For other items, please wait until the next morning to call. There is a $40 charge for non-urgent after hour calls. Please note that our office is closed on July 4th, Thanksgiving and Christmas Day.
Booking Requests We are happy to help you find the home or condo you want for your vacation. The best rates are always available by contacting us directly by phone at 800-841-7443 or by e-mail to [email protected]. We are knowledgeable about each home's features and local activities.
Online Booking Requests YOUR ONLINE BOOKING REQUEST IS NOT CONFIRMED UNTIL ACCEPTED BY VACATION STATION STAFF. All booking requests made online through any website are subject to acceptance by Vacation Station for availability, rates, minimum nights stay, occupancy and other factors. We may reject booking requests that do not meet our criteria. Providing your credit card information online does not indicate our acceptance of your requested booking. Your booking is not confirmed until your payment has been processed by your credit card company. If your requested property is not available, we may be able to suggest alternative properties that meet your requirements, so please ask.
Confirmed Reservations Your reservation is not confirmed until accepted by Vacation Station's reservation staff. A deposit of 25% of the total rental price is required to confirm your reservation. The balance of the rental is due 45 days prior to your arrival date, except for certain holiday periods and for group bookings, in which case the final payment is due 60 days prior to arrival. Unless you make other arrangements prior to the due date of your final payment, we will automatically charge your same credit card for the remaining amount at that time. On receipt of your payment, Vacation Station will send confirmation of your reservation to you by mail, e-mail or fax. We will include maps and directions to our office and to the property, as well as the check-in procedure.
Payments We accept Discover, MasterCard and Visa credit cards and e-Checks for immediate payment. Personal and business checks made payable to Vacation Station are accepted; please submit your check ten days in advance of the due date to allow time for bank processing. For last minute bookings, please ask about additional requirements mandated by the various credit card companies.
Cancellation Policy Your reservation payments are non-refundable. There is no refund for cancellation for any reason. We reserve the right to move you to a comparable property if the original booked property becomes unavailable.
You may wish to purchase Travel Insurance to protect against unforeseen cancellation and travel disruptions.
Group Bookings Group Bookings are non-cancellable after the initial deposit is made. All payments for Group Bookings are non-refundable. A 25% deposit is required at the time of confirmation, with the final payment due in full 60 days prior to the arrival date.
Pets Due to Homeowner Rules and Regulations,
NO PETS OF ANY TYPE ARE ALLOWED. An exception is those few private homes where they are specifically permitted. If you wish to
bring your pet, you must advise us at the time of booking to obtain our permission. Additional charges and a separate pet security
deposit may apply.
If any member of your party or your guests allows any pet anywhere on the rental property at any time (however long or short)
without our prior permission:
* Your entire party will be required to leave the property immediately.
* You will forfeit your entire payment.
* You agree to pay all additional costs to repair any damage and to professionally clean,
deflea and deodorize the home, carpeting, upholstery and drapes.
* You will not be allowed to return to any Vacation Station property.
Please do not jeopardize your vacation - this pet policy is strictly enforced.
Smoking All Vacation Station properties are non-smoking.
Peace of Mind Plan When you rent from Vacation Station, we provide the Peace of Mind Plan as a benefit to you. This plan covers theft or damage to the property that results from your inadvertent acts or omissions up to $3,000 during your stay. The Peace of Mind Plan is provided to our guests as an additional service from Vacation Station.
To be covered under the plan, you must notify Vacation Station of any theft or damage to the property during your occupancy by completing a damage/theft report form. This form is included with your check-in package and is available at our office. We will assist you in completing the information needed for the report.
Each property is inspected carefully after rental. If you do not report the damage to Vacation Station prior to departure, the Peace of Mind plan is void and you will be held responsible for any theft or damage found at the property. The Peace of Mind plan does not cover damage or theft resulting from negligent or willful and wanton conduct by you or your guests. Coverage is limited to $3,000 per rental. You remain responsible for any costs of repair or replacement that are not covered by the Peace of Mind plan.
The benefits of the Peace of Mind plan do not negate your responsibilities as a tenant. Please remove your shoes when indoors and treat carpets with care as you will be charged $150 or more if carpets are soiled excessively. You will be charged $40 per hour for any extraordinary housekeeping that may be required if the home is not kept reasonably clean. We assess a $25 charge plus actual costs to replace spa/pool keys, garage door remote controls, or parking/gate passes that are not returned on your departure. Please know that your entire payment and security deposit will be forfeited if the maximum number of allowed guests is exceeded or if you violate a no-pets rule.
Guest Check-In Our check-in time is 4:00 pm. We can allow you to check in a little earlier if we have completed the housekeeping and inspection. Only the person named on the reservation may pick up the keys because we will require their signature on the rental agreement and any credit card chargesdeposit. This person will be responsible for any damages and for the return of keys, parking passes, garage door openers and the like.
After-Hours Check-In If you arrive after 5:00 pm, you may obtain keys at our office using our telephone answering service. You must have your reservation number with you for after-hours check-in. Only the person named on the reservation can check in. Once you arrive at our office at the Raleys Shopping Center, 930 Tahoe Boulevard, Suite 703, Incline Village, NV 89451, go to the key box which is located just outside of our door. Pick up the white courtesy phone - it will dial automatically. The operator will ask for your reservation number and confirm that you are the person named on the reservation. The operator will then guide you in completing the check-in process. If you need further assistance, call 775-831-3664 and we will help you.
Check-Out Our check-out time is 10 am. You must return the keys, spa/pool key, parking and gate passes, and garage door openers to our office. If you depart before we open in the morning, please drop the items through the mail slot in our front door. Please do not leave keys, passes and garage door openers at the property as you will be charged $25 if we need to retrieve them.
Number of Guests The number of guests allowed in each property is set by our contract with the property owner and by our rental agreement with you. If, at any time, the number of people (children and adults) in or at the property exceeds the bedding arrangement provided with the home, you are in breach of the rental agreement. Your entire group will be evicted immediately and all payments and security deposits will be forfeited. Please do not jeopardize your vacation by overcrowding. Please rent another property if you need to accommodate more people.
Relocation On very rare occasions, we may find it necessary to relocate you to another property of comparable features and quality. This might occur, for example, if the home lacks an essential service or is otherwise unavailable. If you are dissatisfied with your accommodations, we may be able move you to another available home, subject to property owner approval. You will be required to pay any additional costs (including housekeeping for both properties, if necessary).
Refunds There are no refunds for poor snow conditions, severe weather, late arrivals, early departures, travel conditions, road closures, allergies, health or medical issues, utility or water outages, mandatory evacuation, construction at neighboring properties, war, terrorism or acts of God. We will make every reasonable effort to ensure that the appliances, hot tubs, saunas, fireplaces, grills and like amenities are and remain in good working order. However, there is no refund if these are inoperable. Internet service, if available, is provided as a convenience at no charge to you; there is no refund for unsatisfactory internet service.
Binding Agreement, Agency, Warrants and Venue Your rental agreement is a binding contract between you and the property owner, with Vacation Station acting as property management agent solely for the owner. By signing the rental agreement and/or credit card vouchers, you warrant that you are legally capable and authorized to make charges to the account. The rental contract shall be interpreted and governed by Nevada law. Any legal action pertaining to your rental must be brought exclusively in the appropriate court within Washoe County, State of Nevada.
Defend, Indemnify and Hold Harmless As a condition of this rental agreement, to the fullest extent permitted by law, you as Guest, on behalf of yourself, members of your party and all their successors, assigns and heirs, agrees to defend, indemnify, and hold harmless the property owner and Vacation Station and any of their employees, officers, directors, owners or other agents or representatives thereof, of and from any and all costs, suits, liabilities, damages and/or claims for damages arising from the acts or omissions of any person or which is in any other manner whatsoever related to the rental property and the related property, including but not limited to those arising from any kind of injury to or the death of any person or persons in, on or about the rental property and related property, or from any loss of or damage to the rental property or the personal property of any person or persons in, on or about the rental property and related property and whether such property is owned by property owner, Vacation Station, you, members of your party or others, except that this indemnification does not extend to claims for personal injury actually caused solely by the grossly negligent acts or willful misconduct of Vacation Station or its employees.
On Arrival Please check the home to assure you have everything you need and report any maintenance or housekeeping issues immediately. If you believe something should be corrected, please feel free to contact us during regular business hours. We have 24 hour emergency service available but would appreciate solving any problems between 8 am and 5 pm. After hour requests may incur a $40 call-out charge for non-emergency services.
House Rules Please read the Rules and Regulations posted in your particular home. They include no loud noises before 11 am or after 9 pm. Thank you in advance for being considerate of your neighbors.
Parking is Limited The availability of PARKING IS LIMITED TO THE NUMBER OF ALLOTTED SPACES as listed in our property descriptions on our website, or ask your reservationist. If you need a parking permit, it will be issued to you upon check-in. PARKING ON THE STREET IS PROHIBITED throughout most of Incline Village. From NOVEMBER 1 to MAY 1, YOU MAY NOT PARK ON THE STREET because it interferes with snow removal operations.
Snow Removal Each property is on a snow removal route, which generally runs from the high elevation homes down to the lake. Vacation Station does not control the snow removal operators, and we are unable to alter their routes. We appreciate your patience. When you hear the plow truck, please move your vehicles from the driveway to facilitate snow removal. If you leave cars unattended in the driveway, the operator may skip your home, rather than risk damage to the property. If necessary, you will find a shovel in the garage. Please do not remove the snow stakes as these are required for the plow operator's safety.
Heat For your comfort, please feel free to set the thermostat at a cozy temperature while in the home. When you leave, we ask you to set the thermostat back to 55�F to conserve energy. You can help keep vacation rentals affordable by being considerate of the heat bill. When we perform our post-departure inspections, we quite often find the heat on high and windows wide open. Please make an extra effort to be certain that the heat is turned down and windows are closed when you leave.
Do not turn the heat off. The risk is great for pipes freezing, which will cause extensive and expensive damage to the home. You are responsible for any negligence in this regard.
Air Conditioning Very few homes in Incline Village have air-conditioning. Generally, if the windows are opened in the early evening, the home will cool to a pleasant temperature quickly. We provide fans to circulate the air.
Allergies Please let us know at the time of booking if anyone in your party is concerned about allergies. Although guests are not allowed to have pets in most homes by association rules, the property owners themselves may keep a pet. Please do not assume that the no pets rule means that the home is allergen-free.
Activities Lake Tahoe is one of America's premier resort destinations. With so many great things to do - indoors or outdoors, day or night, spring, summer, winter or fall - it's hard to know which ones to choose! We have devoted an entire section of our website to help you decide. For more information on how to spend your vacation time at Lake Tahoe resort area, please review our Visitor's Guide and the Calendar of Events on the www.VacationStation.com website. We also have information on local attractions in the brochure rack at our office. And please feel free to ask our staff members for their recommendations.
Beach Access Incline Village boasts three beach areas reserved exclusively for the town's residents and their guests. As guests of Vacation Station, you have access to these beaches using the Beach Pass included in your welcome package at check-in. Please let us know if you might need extra passes for your group. There is a daily use fee paid to Incline Village at the entry booth in the parking area.
Boat, Jet Skis or Snowmobiles If you are bringing a boat, jet skis or snowmobile on your trip, please consider where you will park these. Condominium associations prohibit watercraft and snowmobile parking in the common areas (inside the garage would be fine for small trailers). Most of our houses will have suitable parking in the driveway. On-street parking is prohibited in most locations; you may be ticketed or towed. There are no buoys or slips for public use. You can launch your boat from Ski Beach or Sand Harbor, then park your trailer there for the day.
Recreational Vehicles Parking of recreational vehicles is not permitted at our vacation rental properties, except at a few specific locations. If you plan to bring a recreational vehicle, please confirm availability of a suitable home at the time of booking.
Construction While we always want your stay to be relaxing and enjoyable, please be aware that construction in close proximity to your rental home is a possibility. Vacation Station has no control over construction activity on others' private property, so we are unable to offer a refund or discount of any kind in this event. At best, we can talk with the construction supervisor about the work plans and the possibility of limiting work hours.
Housekeeping Your paid reservation includes a charge for cleaning the home on your departure. All we ask is that you bag and dispose all trash in an appropriate receptacle, wash and put away the pots and pans, and start the dishwasher. Our housekeeping crews will handle it from there. Please do not wash our linens and towels. Please do not place trash outside except in a secure container and only on trash pick-up day (as posted on your refrigerator). Garbage left outdoors will attract bears and other potentially dangerous wildlife. If you have moved any furniture, please return it to its original location.
Daily Housekeeping Service Generally we do not provide daily housekeeping service. If you would like housekeeping service during your stay, please call our office 24 hours in advance to make arrangements. An extra charge will apply.
Office Services We have basic office facilities available for your use during your stay. You may send and receive mail, packages, e-mail and faxes at our office. Please feel free to use our high speed internet access to check your e-mail, stay in touch with your office, or print your airline boarding passes.
Concierge Services If you might need additional services such as activities, event planning, baby-sitting, baby furniture, personal chef, catering and others, we maintain a list of local service providers. While we are glad to pass their information on to you, Vacation Station does not endorse nor guarantee the services of these independent companies.
Telephone Services Most of our properties do not have telephone service. Many guests find it convenient to use their own cell phones during their stay.
Entertainment Instructions for the television, DVD player and VCR (as these are available) are included in your welcome package and are in the home. Please call our office if you require assistance. Do not re-cable the television equipment as this causes problems for future guests.
Internet Access Certain properties offer high speed internet access; there is no charge for this service. For properties without high speed internet access, we have WiFi hotspot devices that you may rent at additional cost.
Incline Village public has high speed wireless internet service available at these locations:
Incline Recreation Center Washoe County Library Starbucks Raleys Supermarket
You are welcome to use the high speed internet service in the Vacation Station offices. You may find it handy to print your airline boarding passes.
Even if we advertise a property as having internet access, we do not guarantee that the internet service will function during your stay. Our rural community lacks reliable electrical, telephone, cell tower, cable and satellite infrastructure, so signal availability and quality may be unsatisfactory. Our staff will assist you with connection issues only to the extent of their individual ability. Given the wide variation in computer operating systems, browser settings, security measures and user proficiency, we may be unable to answer your questions. We will not provide refunds or discounts if you are dissatisfied with the internet service.
Linens and Towels We provide blankets, bed linens and one set of towels for each guest up to the maximum number of guests allowed. We do not provide towels for the beach, pool or spa; please bring these from your home. For your convenience, nearly all of our properties have a washer/dryer. Additional sets of towels and linens are available at our office for a nominal charge.
Household Supplies The kitchen will be well-equipped for meal preparation and serving. You can expect to find sufficient dishes, glasses, mugs, tableware and serving dishes for at least the maximum occupancy. Cookware and small appliances will be sufficient to prepare all but the most elaborate meals. You may wish to bring any specialty cooking items you plan to use. We provide dishwashing liquid soap and dishwasher detergent, but not laundry detergent. There will be enough hand and bath soaps, shampoo, toilet paper, paper towels and trash bags to get you started, but you may need to buy more depending on your usage.
Supermarkets The Raleys supermarket on the corner of Tahoe Boulevard (Route 28) and Village Boulevard will have about anything you might need and is open late. The Village Market on Mays Boulevard near Southwood Boulevard is smaller but offers excellent meats.
Care of the Home Each Vacation Station rental property is owned by private individuals. The owners makes their home available for your use, hoping that you will enjoy the home as they do. The owners' expenses of purchasing and maintaining the home are numerous and considerable: mortgage, property taxes, insurance, utilities, association dues, repairs, management and more. Your rental payment does not cover these costs completely; it only partially offsets them. Nearly all owners are out-of-pocket to cover their total expense. We tell you this so that you may understand the importance of caring for the home as if it were your own. Please take adequate care to avoid needless damage to the home and its furnishings. Please be conscientious about energy usage (avoid running the heat unnecessarily, leaving lights on, leaving windows open). Your cooperation will help us keep our vacation rentals available and affordable.
Property Damage Please report any broken, damaged or inoperable item to our office so that we can arrange for its repair. Our Peace of Mind Plan will cover the cost of accidental damage or theft according to the plan details. We especially appreciate hearing from you as soon as possible (during business hours) as repairs frequently require advance coordination to schedule repairmen, to purchase replacements and so forth. After your departure, our staff will inspect for damage and take inventory. You are responsible for any unreported missing or broken items, extraordinary cleaning, plumbing stoppages or damage to the home.
Fireplaces and Wood Stoves If your vacation rental home has a fireplace, wood stove or pellet stove, please familiarize yourself with its proper operation before attempting use. Instructions are included in your welcome package, in the home, and you may call our office. In general, please ascertain that:
You are using the correct fuel. Do not use wood or DuraFlame logs in a gas fireplace. Pellet stoves require fuel made specifically for that purpose.
The flue damper is open.
Do not use lighter fluid or other liquid fuels to start or boost the fire.
Close fireplace screens to prevent sparks and embers from jumping into the room. Close the glass doors when the fire is out to save energy.
Leave the flue damper open, until you are certain the fire and embers are out completely.
Some gas fireplaces and pellet stoves are controlled by thermostat. These will turn themselves down or off if the temperature in the room is too high.
With wood-burning fireplaces and stoves, you may purchase DuraFlame logs and firewood bundles at the local markets.
Moving Furniture Please leave furniture pieces in their original placement. Do not bring items from one property to another as each vacation property is individually owned. Removal of any items from a home is prohibited.
Life in the Mountains Please be aware that natural hazards are part and parcel of rural life. When you are visiting the Lake Tahoe basin, you may encounter native wildlife including bears, coyotes, raccoons, snakes, field mice, bats and other creatures. You should also realize that snow and icicles may shed from trees or rooftops. Large pine cones fall from trees. Please act prudently to avoid injury.
Utility Outage Incline Village is a rural town with utilities routed over the mountains. We can experience power and service outages during storms, high winds and just plain bad luck. We appreciate hearing from you so that we can pass the information along to the appropriate utility company. However, resolution of area wide outages is beyond our control. Please do let us know if you believe you have an isolated incident of utility outage, for example, your neighbors� lights are on but yours are not.
Heat Outage or Major Leaks Please call immediately if the heat goes out or if there is a major water leak at your rental property. We will respond as quickly as possible. Your safety and comfort is important. If we cannot restore service in a reasonable time, we will find alternative accommodations for you. For small drips, please report these during normal business hours.
Handyman Please understand that Incline Village is a small community with a limited number of qualified service personnel. We may not be able to dispatch a service technician as fast as we would like. If you require a maintenance technician to perform work of a non-emergency nature after 5 pm, the cost for those services will be charged to your account.
Hot Water Before calling about a lack of hot water, please consider whether you may have drained the tank and simply need to wait for the water heater to recover.
Toilets Your toilets have been checked for proper operation before your arrival. We provide a plunger for you to use if the toilet becomes clogged. There is a $40 charge for drain clearing.
Garbage Disposal To avoid jamming the garbage disposal, please put only a small amount of food into the drain at a time while running hot water. If the disposal jams, turn off the power before attempting to remove the object.
Barbecue Grills Most properties offer a barbecue grill as an amenity. We will provide propane for gas grills - please let us know if you run low during your stay. Sorry, we do not provide charcoal briquettes or lighter fluid, but these are available at the local markets. As a matter of food preparation safety, please clean the grill thoroughly before and after each use of the grill.
Hot Tub For those vacation rental properties offering hot tubs, we will inspect the hot tub prior to your arrival to ensure that the spa is clean and ready to go. Please keep the hot tub covered when not in active use to conserve energy.
Laundry Many properties have washer/dryers which are smaller than you may have at home. For best cleaning and drying results, please be careful not to overload these machines. Fill the machines loosely, rather than packing your laundry into the drum. You will have better success with several smaller loads than trying to fit everything into a single load.
Your Belongings Please gather all personal belongings before checking out. Remember to look in the washer/dryer as this is a common place to forget something. If we find you have left items behind, these will held in our lost and found for only 15 days. There is a $25 charge to look for your lost items, whether or not we are able to find them. Additionally we will charge the actual packaging and shipping costs for returning items to you. We cannot guarantee that we will find your belongings.
Lost Keys, Passes and Remotes Please keep track of the keys, passes and remotes that we loan to you. They are expensive to replace; replacement charges are as follows:
Property key $ 10 each
Spa/Pool key $ 100 to 170 each
Garage Door Remote $ 40 to 70 each
Parking Passes $ 75 to 175 each
Be especially aware if you are using a rental car as it proves nearly impossible to recover a forgotten garage door remote or parking pass once you have returned the vehicle to the agency.
On Leaving When leaving, please set all thermostats to 55 degrees. Leave the heat on so that the home does not freeze. Check that all doors and windows are closed and locked. Keys must be returned to our office; please do not leave them in the property.
Travel Conditions In inclement weather, please be aware that driving conditions can be especially hazardous. In planning your travel, you may find helpful information at the following:
California Road Conditions www.DOT.ca.gov 800-427-7623 or
916-445-7623
Nevada Road Conditions www.NevadaDOT.com dial 511
Weather in Incline Village, NV www.wrh.noaa.gov
In winter, you are well advised to carry emergency gear including flashlight, blankets, extra clothing, water and snacks, shovel and ice scraper. You should always carry tire chains for your vehicle. Sorry, for liability reasons, Vacation Station staff cannot mount tire chains for you. The local service stations may be able to assist you.
Thank you for choosing Vacation Station. We know you have choice for your accommodations, and we try hard to earn your loyalty. Please let us know if there is anything we can do to make your next vacation even more memorable. We appreciate this opportunity to serve you.
