Guest FAQ

     Frequently Asked Questions
Over the years we have been asked a lot of good questions from guest about their rental. Questions you may be asking yourself right now, especially if this is your first time booking. Below are the answers to most of the questions. If you have any that aren't answered below do not hesitate to give us a call at 435-688-7263.

Q: How do I book a home?


Q: What are the benefits of a vacation home rental?
A: Our vacation homes are stocked in such a way that you always feel like you are coming "home" to your "vacation home" rather than returning to a small hotel room. Our homes have full kitchens, with some homes having game rooms, hot tubs and BBQ grills. You will be able to enjoy a full service home while you are on vacation rather than a small, cramped hotel room.

Q: Is online booking online secure?
A: We implement a variety of security measures to maintain the safety of your personal information when you place an order. We offer the use of a secure server. All supplied sensitive/credit information is transmitted via Secure Socket Layer (SSL) technology and then encrypted into our payment gateway providers database. It will only be accessible by those authorized with special rights to such systems. They are required to keep the information confidential. After a transaction, your private information (credit cards, social security numbers, financials, etc.) will not be stored on our servers.

Q: What are the arrival and departure times?
A: The arrival time is 4 pm and the departure time is 11 am. You may request to arrive at a different time but must be made at least 24 hours in advance. A fee of $25.00 might apply to make these arrangements.  A late departure without approval might be charged an additional night. Early arrival without approval is subject to additional charges.

Q: How do I book a home?
A: You can either make a booking directly on this website by using the "check availability box" to the left. Or you can call our office at (435) 688-7263 and a receptionist will be glad to help you.

Q: Can I bring my pet with me?
A: Most of our properties will NOT allow pets.  You can either look at our properties online by clicking on the "vacation rentals" tab above and see if the home you are looking at allows pets. Or you can call our office at (435) 688-7263 and a receptionist would love to help find a home that is just right for you and your pet. We are very well aware the legal rights of a Service Pet and ask you provide the necessary documentation prior to check in.  PLEASE SEE POLICY ON SERVICE PETS BELOW

Q: How do I check-in?
A: You are a Self-Check-in. All properties are secured by a key less keypad that requires a code. The entry code and instructions are sent prior to your check-in date when Final payment is ran or other arrangements have been made.  There is no front-desk or on-site office.


Q: Is there access to all facilities?
A: The condominiums and townhouse properties have common amenities, clubhouse, and pools, and there is access to everything onsite as a guest.  There is unlimited access during open hours such as to the pool areas, exercise rooms, and sports courts, where provided. 

Q: What is the cancellation or change policy?
A: All Cancellations are subject to a $75.00 administrative fee. A non-refundable processing fee of 3% of your rental rate will be added to each reservation.
Cancellation within 30-60 days prior to your arrival date  will result in a full refund with the exception of the $75 admin fee + the 3% processing fee.
Cancellation within 7-30 days prior to your arrival date will result in a 50% refund.
Cancellation within 6 days or less will not qualify for a refund.
There is NO charge to make a change, but after 2 changes, you will be subject to a $25 fee. To make a cancellation or change please know the name the reservation was made under or the reservation transaction number. 

Q: When are payments due?
A: Payment method is only accepted by credit card (not debit). When the reservation is first secured there is a charge of 50% of the room rate due at the time the reservation is made. Balances are due 14 days prior to the arrival date and are automatically processed. The credit card provided serves as a deposit and will be charged for missing items, any damages, or if the unit is left excessively dirty.

Q: Are there any additional charges other than the nightly rate? 
A: Utah State Sales, Lodging  and City Innkeepers taxes at 11.65% and are collected on all rentals except on stays over 30 days. Reservations 30 days or longer are not taxed. There is one time cleaning and 3%processing fee per reserved unit.

Q: Is smoking allowed?
A: No. Sorry, smoking is not allowed anywhere on or in any properties or common area facilities. 

Q: Are towels and linens provided?
A: Towels, pool towels and linens are provided for use inside the units. 

Q: Is high-speed internet access available?
A: Internet service is provided. We are not responsible for maintenance or failure of service caused by inclimate weather. 

Q: Is phone service included?
A: Phone service is not provided.

Q: Is an elevator available?
A: Elevators are ONLY available at Las Palmas Resort and require a key from inside the unit to operate.

Q: Is cleaning required before departure?
A: No.Please put ONLY dirty linens and towels  in the bathtubs. If the pillows, blankets, bedspreads are soiled please notify management.  All dirty dishes should be put in the dishwasher and dishwasher started when you depart. There is a charge for properties that are left excessively dirty or dishes not taken care of. 

Q: Is there a refund or discount if a scorpion, cockroach, spider, lizard, etc., is found inside the unit?
A: No. This is the Southern Utah Desert. The properties are sprayed on a regular basis so it is rare to see one of these indoors. There may be dead bugs on occasion because of the spraying maintenance.   

Q: Where can I park? Can I park a boat or RV at the complex?
A: There is outside parking at some properties.  There is also plenty of covered parking, parking lots, and / or garages at the many of the properties for vehicles. Parking Instructions will be on your confirmation and is listed in the description of each property on our website or call for specifics. Some properties do not allow street parking. 

Q: Is the exact rental property guaranteed?
A: Reserved rental property changes are very rare. If a change is required everything possible will be done to find an equal or better rental property for you. You will be notified as soon as possible.

Q: How do I get answers that are not found here?
A: Email us at [email protected] or call 1-435-688-7263 Ext 1
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