Q. What are the rules?
A. Each property may have additional specific rules in its rental agreement. But this is a general outline. We ask that you to send a list of all adults in the party, as well as mobile numbers that can be used to contact your party during your vacation if needed. Our capacity limits are not flexible when it comes to anyone 18 and older, extra adults are never permitted. Please note that the city of Savannah required "quiet hours" 9pm to 8am and other behavioral requirements such as no public drunkenness as specified in the Short Term Vacation Rental ordinance are strictly enforced. Eviction without a refund is a possible result of violating those behavioral requirements. Outdoor spaces at the properties should simply not be utilized for socialization after 10pm in order to prevent disturbing neighbors whose bedroom windows are merely a few feet away in most cases. Smoking is never permitted in any of our properties.
Q. How do I get the key?
A. Confirmed guests should call us at least one day ahead of arrival so that we can explain your access details. Please send a picture of your photo ID via text or email, then reference your listing number and arrival date when you contact us for access instructions. Please obtain access info at least 24 hours ahead of arrival and call or text during business hours. This is also a great opportunity for you to ask any other questions you may have! These instructions will differ with each property so when you call please be prepared with your rental dates, property name/number and the name of the person who reserved the unit along with the details on who else will be staying. It's ideal to call 3-7 days ahead of arrival. If you email with your ID, phone number, name, arrival date and property number we are happy to text or leave the info on voicemail if you are too busy to talk.
Q. What time is check in and checkout?
A. Your rental agreement will give you a check in and checkout time. Generally, in each 1-2 bedroom property the standard Check In time is 3:00pm and Checkout is 11:00am. In larger properties the we require a Check in of 4:00pm and Checkout of 10:00am due to the longer cleaning time needed between guests. Please refer to your rental agreement and communicate with Mary regarding arrival and departure.
Q. Can we check in early? Can we checkout late?
We are sometimes able to allow a complimentary early check in one hour before your standard check in time (or a late checkout one hour after your standard checkout time) but you must ask for written permission the day beforehand. We can never promise either early arrivals or late departures more than 24 hours in advance due to our busy housekeeping schedule and frequent last minute bookings. If you would like permission for more than one extra hour for your rental period it will involve an extra fee and may not always be possible even with a fee. Early arrivals and late departures without permission may incur a $50+ fee.
Q. How Do I Pay?
We accept Visa, MasterCard and Discover. Online booking at various other advertising sites may include a service fee or booking fee. We are happy to save you from paying that service fee if you choose to book directly with SavannahLuxuryRentals.com. Simply submit a reservation request on our website.
If you have already made arrangements with us for a certain reservation then you can pay directly by phone or online using the secure payment portal link.
Payments on the secure payment portal can be charged to Visa, MasterCard or Discover. The system also allows a secure E-Check payment but be aware that this option can't be instantly verified and there will be a $30 fee for any reversals due to insufficient funds or errors in the account name/number. Due to that we recommend using a credit card which can be instantly verified and does not come with the risk of the fee. You will receive an emailed receipt and a link to your rental agreement when you pay.
Q. What is your cancellation policy?
If you book directly on SavannahLuxuryRentals.com we allow a cancelation with full refund less $100 cancelation fee as long as you cancel with more than 60 days notice. However, if you booked on a 3rd party reservation site (see below) then each property may have its own refund policy listed on that site. The cancelation policy is not based on the reason for your canceled trip. We suggest you insure your trip accordingly. We are selling the dates on the calendar. As soon as you book your trip then your dates are unavailable for others looking at the same time period. If you know you cannot come, tell us right away. Once you are canceled the dates will show as available to others and we will work hard to place someone in the home during your original time frame. We cannot give you a credit for different dates, or a refund, unless someone chooses your original dates after you cancel. If we are successful in replacing you then we will extend a courtesy credit accordingly.
PLEASE NOTE: If you book one of our properties on another website platform such as VRBO or Airbnb, their cancelation fee/policy will be shown clearly when you book and will override Savannah Luxury Rentals policy. Keep in mind when using outside advertiser's (HomeAway or Airbnb) booking platform, their service fee is usually non-refundable and does not go to the owner/manager but rather to the advertising site. VRBO/HomeAway reservations are currently NOT REFUNDABLE but if you cancel before your balance is due you will not owe the balance. No matter where you booked your trip we can help you buy trip insurance. Please consider trip cancelation insurance coverage for unexpected covered events that could prevent you from making your trip. We are licensed to sell travel insurance and we offer policies from CSA. Visit www.savannahluxuryrentals.com/insurance for more information or reach out to CSA travel insurance directly at 866-999-4018 and reference SAVANNLR producer code along with your total trip cost and dates
Q. Is there a refundable security deposit?
We may include a "refundable security deposit" on your vacation rental booking, primarily if booked through a 3rd party such as VRBO/HomeAway. Your receipt will clearly list such a deposit if we charge one. We utilize the automated refund 7 days after departure, if we do not find damage or extra cleaning problems then the deposit will be refunded to the card you used to pay. It takes approximately 3 business days to show up on your card so look for the credit 10 days after departure, or 3 days after you receive a deposit refund email. Your rental agreement will outline the terms for return of a deposit, and because we use universal contracts those terms will be listed in the rental agreement even if a refundable deposit was not collected from you. Any charge you see listed as a "fee" is not a refundable deposit. Our cleaning fees are passed on directly to the maid for resetting the property between guests under normal conditions so that is not a refundable item. In many cases we will not charge a refundable deposit and instead will trust you to respect the property and adhere to the rental agreement. The rental agreement and a "checkout procedure" in the house notebook will explain what is expected of guests upon checkout. All equipment/furniture problems or minor accidents (breaking a glass, staining a pillow, etc) should be reported during your stay. In the absence of a refundable deposit, failure to leave the property in good order would result in a separate bill after departure for extra cleaning or damage.
Q. Can I change my dates?
Date changes are allowed if you are more than 60 days from your arrival date. Your total will go up by a minimum of $100 when you change dates. Subtracting nights is treated as a cancelation and the $100 cancelation fee will be incurred. Date changes are not allowed with shorter notice, as that can result in your original reservation dates remaining empty. If you realize within 24 hours of booking that you chose the incorrect dates we can help you fix your error without charging any penalty but this correction must be made within 24 hours of booking.
Q. Can I bring pets?
A. Most of our properties are strictly no-pets with no exceptions. Arriving with an unauthorized pet will result in loss of your reservation. Any guest found with a pet in a pet-free property will be asked to vacate the premisis and will not receive a refund. A deep cleaning fee of $200 will be charged. There are many pet friendly properties in Savannah but we manage only one of them Two Pineapples Cottage which allows pets on a case by case basis with certain rules and a pet fee.
Q. Is there a maximum number of people?
A. There is a maximum number of adults allowed for each property. We make exceptions for the maximum occupancy when small children are part of the party. Please inquire for occupancy permissions for your particular reservation. Never bring more adults than the advertised max occupancy. No parties or events are permitted without special written permission and an extra fee (regular rates are for lodging purposes only). Gatherings with more than the maximum allowed occupancy are strictly forbidden and may result in immediate eviction without a refund.
Q. What if we have a smoker in our party?
Every property we offer is a non-smoking property. Evidence of smoking in the unit will result in a $200 deep cleaning bill. Any outdoor smokers must dispose of their extinguished butts in an outdoor trash receptacle. We may send an extra cleaning bill if you leave butts on the ground or full ash trays laying around outside. No smoking in doorways or out of open windows. Many of our homes are 150 year old wooden structures. Please do not cause a fire hazard at your vacation rental.
Q. Are linens and toiletries provided?
Every property provides linens on the beds and bath towels in the bathroom. Bring your own beach towels if you plan to visit the beach. Unlike a hotel, maid service or mid stay linen change out is not included during your stay but can be requested for an extra charge. We provide bath soap and toilet paper. In the majority of the homes we provide a toilet paper such as Scott brand which is least likely to cause clogs in the historic home toilets. If you prefer a thicker cushioned type of toilet paper feel free to bring your own but keep in mind that most of these homes were built prior to 1900 and a lot of thick toilet paper can cause problems. Never flush other items and do not flush "flushable" wipes instead use the trash can. We provide dish soap. Many of our properties provide hotel size shampoo or a larger shampoo pump but this varies so check the listing or feel free to ask.
Q. What kind of coffee maker does the house have?
Every house has a drip style coffee maker. Bring coffee grounds. A few of our rentals also have a keurig style coffee maker as a 2nd machine but we do not provide the K-cups.