Question 1

What is your cancellation policy?

Accepted Answer

A 30-day notice is required for cancellation. Reservations canceled 31 days or more prior to arrival date are fully refundable minus a $50 service fee. Reservations canceled 30 days or less are non-refundable.* This loss can be avoided if CSA/Generali Travel Insurance was purchased and the reason for cancellation is covered under the travel insurance policy. HCPL does not require you to purchase Travel Insurance but highly recommends it. The insurance premium is 6.95% of the total booking cost and is non-refundable and non-transferable.*The standard cancellation policy may be superseded by the cancellation policies utilized by certain OTAs, such as Airbnb, Vrbo, etc., if the reservation was booked through one of these partners.

Question 2

How much money is due for my reservation & when is it due?

Accepted Answer

We require 50% of the reservation balance at the time of your booking. Your remaining balance will be automatically charged to your credit card 30 days prior to your arrival date.

Question 3

Can we have some friends or family over during the day if they do not stay overnight?

Accepted Answer

Only registered guests and pets are permitted on the property at any time. Excessive numbers of guests can damage property and cause problems with septic tanks. City permitting also limits the number of guests allowed at a property and municipal fines may be incurred as well if you are found in violation. If you have any guests or pets at the property at any time that exceeds the registered number, without prior authorization from our staff, you will  be asked to leave in which case there will be no refund for the time remaining on your reservation.

Question 4

How do we check in for our property?

Accepted Answer

Provided your Rental Agreement has been received and there is not an outstanding balance on your reservation, an email will be sent to you the day before your scheduled arrival that includes all the information you will need to check in. Any access codes and a map link to directions as well as Wifi information will be included if applicable. These emails typically are sent around 3:00 p.m. so please do reach out if you don’t have yours by that time.

Question 5

What time is check in? What time is check out?

Accepted Answer

Check in is any time after 4 pm.Check out is promptly at 10 am.

Question 6

Can we have early check in? Or a late departure?

Accepted Answer

If your estimated arrival time is before 4:00 pm please plan to stop on the way at the shops or sights to delay your arrival until 4 pm. Housekeepers usually ‘turn around’ several houses per day and work on very tight schedules so we are unable to guarantee early check ins. In the event that a property is ready ahead of schedule and available for you to get in early, we typically can accommodate this but please be aware there is a $50.00 per hour fee for each hour prior to normal check in time. The same applies for late departures. The housekeepers need their full time allotted to get the property ready and prepared for the next guests. But in the event your property has not been scheduled for cleaning right away, we will extend the check out with the understanding there is a $50.00 per hour fee for each hour past normal check out time.

Question 7

There is a guest limit at our property, can we bring 1 more and they can sleep on the floor?

Accepted Answer

No. Our occupancy limits are strict. This keeps our properties nice and our neighbors, owners, and homeowners associations happy. But more importantly, in the hill country we run off of septic systems. The maximum capacity number we apply to each property is based on the amount of guests the septic system can handle. We do not want you to have a ‘messy’ vacation.

Question 8

Why do I have to fill out a Rental Agreement?

Accepted Answer

There are several reasons we require a rental agreement before we allow access to the property you have rented. First, we want to confirm that what you believe you have rented is in fact what we show in our system. This is why the information is not pre-populated for you.  Secondly, it ensures that all guests understand the house rules prior to arrival and avoid any unnecessary charges or uncomfortable encounters that may affect your enjoyment of the property.

Question 9

Will you consider letting us bring our dog(s)?

Accepted Answer

If a vacation rental is pet friendly, it will clearly state so on the listing. There is a standard pet fee assessed to all of our rentals, $25.00 per pet per night. If the property says no pets, exceptions cannot be made regardless of how well behaved your furry friend is. We would hate to ruin someone’s vacation by having their pet allergies flair up during their stay at what they were told is a non pet friendly rental. We are happy to help you find a great kennel near your destination if you desire.

Question 10

What is there to do in the area?

Accepted Answer

The Texas Hill Country is a popular destination for many reasons! If you need some inspiration for activities to check out we recommend looking in our Destination Guide.

Question 11

Can we smoke at the property?

Accepted Answer

Smoking inside a property is cause for eviction and a $500.00 fine. Smoking outside the property is permitted in most cases, but please do so cautiously and responsibly. Please dispose of all cigarette butts and clean ashtrays. There are some properties with very strict no smoking inside or out policies, so please note any disclaimers on the online listing if this is of importance to you.

Question 12

Are bed linens and towels included in the property, or do we need to bring our own?

Accepted Answer

All of our vacation homes have sheets for every bed and sofa bed, bath, hand and face towels, and kitchen linens. You will need to bring your own beach towels for swimming pool, hot tub, or river front properties in most cases.

Question 13

Is there high speed internet or wireless access in the property?

Accepted Answer

Some of our properties have internet and some do not, it is strictly up to the home owner’s discretion. Please look carefully at the list of amenities for your property on our webpage and if the property does have internet or wireless access it will be specifically listed on the amenities list. If you do not see it specifically listed under amenities, then your property will NOT have internet or wireless access. Because of the nature of the internet connections in the Hill Country (usually satellite) we cannot guarantee connectivity during your stay.

Question 14

We are splitting the cost of our reservation between several members, can you accept multiple credit cards to clear out our balance?

Accepted Answer

We only accept one credit card per reservation.

Question 15

I was looking at rental ‘A’ several weeks ago and I see the price has increased since then, I am now ready to reserve the property but I want to get it at the old price I was quoted two weeks ago.

Accepted Answer

All of our prices are based on demand similar to airline tickets or hotel rooms as well as the number of guests that will be visiting. Some dates are more popular for visitors than others and the prices will reflect that. Please be sure to include an accurate guest count for an accurate quote. A previous quote is not a guarantee of the price. Please ask for an updated quote when you are ready to finalize your reservation in order to prevent pricing confusion.

Question 16

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

Accepted Answer

All of our properties are rented on a ‘first come, first served’ basis and to be fair to all of our guests, we cannot hold dates. Our reservation program accepts online bookings in real-time and we accept all major credit cards in order to make the process as quick and easy as possible.

Question 17

What if we are going to check in after regular business hours?

Accepted Answer

All properties feature contactless self-check in. The majority of our properties are fairly remote and can be a challenge to locate after dark so we do recommend planning to arrive during daylight if at all possible. Our office is open until 8:00 p.m. on weekdays and 7:00 p.m. on Saturdays and Sundays and can offer assistance if needed. If you are going to be arriving after these business hours assistance will be limited.

Question 18

The pictures of the property show a swimming pool, I assume that means it has a hot tub as well?

Accepted Answer

No. There are several properties that appear to have a ‘hot tub’ in the photos but do not actually have the capability to heat. Please read over the amenities list on the webpage for your property very carefully. If it does not specifically state ‘hot tub’ then your property does not have a hot tub. We do not want you to be disappointed upon arrival so if you aren’t sure about your property, please ask one of our friendly associates and we can give you a definite answer.

Question 19

Is there a washer and dryer in the property?

Accepted Answer

That depends on which vacation rental you choose. If there is a washer and dryer for guest use, it will be clearly stated on the amenities list of the webpage for your property.

Easy Answers to Common Questions For a Fantastic Visit