Guest FAQ


GENERAL


Where is your office located?
115 East Woodin Ave, Chelan, WA 98816

Our office is located in beautiful downtown Chelan.  We are within walking distance to the lake and all that our historic main street has to offer.  We are locally owned and operated and many of our staff are lifetime residents of the valley.   We know the area and can provide you with  all kinds of local tips to ensure you have a wonderful vacation stay.  You have a question?  We have an answer!  

If I have questions during my stay, who I can call?
Should you have any questions you may call the office 7 days a week between 9:00 am and 6:00 pm at 509-415-3505.   The Guest Information Binder in your vacation rental should provide the answers to most of the questions you may have about the property. If you need to contact us outside of normal business hours, please email your questions to [email protected] Please limit any after-hours calls to true emergencies only.

Can I contact someone after your office is closed?
For true emergency situations please contact our after hours phone line at 509-415-3505.  For any non-emergency questions or concerns please email us at [email protected]

How do I make a reservation? Is it secure?
Booking a vacation rental with Windermere Vacations Lake Chelan is a fast, easy, and a secure process. Guests can view photos and amenities of each rental to find a home to fit their specific needs and vacation desires prior to booking. Reservations can be made 24 hours a day, 7 days a week online at www.rentchelan.com or by calling one of our friendly vacation planners during business hours at 509-415-3505. Our live chat feature, allows you to ask questions while you are booking online without ever picking up the phone.

Can I make reservations at the last minute?
Reservations can be made online within 24 hours of check-in (4:30 PM).  For reservations outside this time frame please contact one of our vacation planners by phone at 509-415-3505 for availability.

How long are the minimum stays?
Depending on the property and the season, minimum vacation rental stays typically range from 3 to 7 nights.  Please speak with your Windermere Vacations planner to shorten or lengthen your stay. During peak season, check-in days will vary from property to property so be sure to check the calendar.

Do you have occupancy limits?
Yes.  The occupancy is based on the number of individuals the property sleeps.  The maximum occupancy will be listed on the property page.   

Do you have age requirements to rent a vacation rental?
The minimum age requirement to rent a property through Windermere Vacations is 25.

Can we have guests over during our stay?
The rental rates are based on a set number of occupants. Our homes are personal residences and extra occupants can cause greater wear and tear to the home, water and product use, and can over tax the septic system. As a general rule, you may have up to 4 guests visit during the day,  however they must depart no later than 10:00 PM. Many of our homes are in quiet neighborhoods so please note that our rental agreement includes provisions against excessive noise, and a no party policy that is strictly enforced. Please let us know if you have any questions or concerns prior to booking.

Do you charge for additional persons?
Each property has a rental rate that includes all guests within the maximum occupancy.  If additional guests are approved for your reservation a fee of $45.00/per person per night will be charged.

Is there a charge for infants and children?
Each property has a rental rate that includes all guests within the maximum occupancy.  If additional guests are approved for your reservation, only guests over age 5 will be charged an additional per night fee.

Can I bring my pet?
Many of our properties do allow for your furry family members to vacation with you. Please see the specific property listing to confirm if the property is pet friendly. A pet fee of $25.00/per pet per night will be applied for all pre-approved pets.

Do you charge a cleaning fee?
Yes.  Cleaning fees are determined by the size of the property, the number of beds, and the total hours it takes to fully prepare the property for your guest stay.

Is there daily or mid-stay housekeeping service available?
While your vacation rental is thoroughly cleaned and prepared for your arrival, should you require a mid-stay, it is available for an additional fee depending on the services you request. Please speak to your vacation planner or send an email to [email protected] for more details.

If I wanted special items to be in my home upon arrival would this be possible?
Yes.  We will do our best to accommodate your requests.  Please contact us for delivery pricing.

 
RENTALS


How do I check-in to my vacation rental?
Once your reservation has been confirmed, you have signed the rental agreement including your guest list, and your reservation is paid in full you will be given all you need to check in easily.  Approximately two weeks prior to your arrival date, you will receive an email including pre-arrival information, check-in information, directions to your property, and detailed entry instructions, including a code for entry into the property.

What time is check-in?
Check-in time is 5:00 PM.

Can I check-in early?
We will do our best to give you early access to the property whenever possible.  To ensure a positive guest experience, your property must be fully cleaned, restocked, and inspected prior to your arrival.  In the event that these conditions are met prior to 4:30 PM you will be notified via email that you can check-in early.

What time is check-out?
Check-out time is 11:00 AM.

Do you offer late check-out?
Late check-outs are sometimes available during the shoulder season with pre-approval.  However late check-outs are not available during peak season (May-September) or when there is a guest arriving the same day as your departure.

What is supplied in the home?
  • Freshly laundered and sanitized linens.
  • Bath towel sets (one set per guest,which include bath towels, hand towels and washcloths).
  • All of our vacation rentals will have a stocked kitchen with basic cookware, dinnerware and flatware.
  • A supply kit to aid you in your guest stay including dish soap, laundry detergent, sponge, garbage bags, hotel-style bath toiletries, paper towels and toilet paper. 
  • BBQ with an extra complimentary propane tank.
  • 1 blow dryer
  • Iron and ironing board
Please note:  Beach towels, baggies, foil, spices, etc. may not be included in the rental.  Please reference your specific property for a list of all amenities.

Do all of your vacation rentals have a washer and dryer on-site?
The majority of our properties do have a washer and dryer onsite.  For more information on the amenities provided, please review the full amenities list for the property you are interested in.

Do your vacation rentals have wireless internet?
The majority of Windermere Vacations properties come equipped with complimentary WiFi. However, there are some properties due to their location that are unable to maintain a consistent wireless connection. Please reference the property page for more internet information.

Is there Air Conditioning in the home?
Most of the properties in our inventory are air conditioned.  Be sure to check the property amenity list to confirm that the property you are interested in does have AC.

Do you provide cribs or high chairs?
Our properties do not provide cribs and highchairs.  We encourage our guests to bring these items to ensure the safety and comfort of their child.

Is smoking allowed?
All of our properties are non-smoking.

Is there a maximum amount of vehicles allowed on the property?
The number of parking spaces available is property specific.  Please reference the property page for parking information.  Windermere Vacations does not charge a fee for parking.  

What is the cancelation policy?
All cancelations must be made in writing as soon as possible. It is the Renting Party's responsibility to verify receipt by Windermere Vacation Rentals Lake Chelan. The Cancelation Policy is subject to change - please be sure to contact us as soon as you know you may need to cancel.  In the event of a cancelation, the following fees shall apply:  
  • The fee for cancelations received more than 90 days prior to arrival date is 25 % of the total rental amount.
  • The fee for cancelations received less than 90 days prior to arrival date is 50% of the total rental amount.
  • The fee for cancelations received less than 60 days prior to arrival date is 75% of the total rental amount.
  • The fee for cancelations received less than 30 days prior to arrival date is 100% of the total rental amount.
In the event of a cancelation, we will attempt to re-rent the property immediately.  If we are able to re-rent the property for each day that was reserved/canceled at the same rate, the cancelation fee will only be 15% regardless of when the cancelation notice is received.  There will be no prorations allowed, if for example, you reserve a full week at $400/night and we are only able to re-rent 4 nights at $400/night.  There are no refunds nor prorations for early departures, delayed arrivals, inclement weather, air quality or reduction in the number of nights reserved for any reason.
In the event of a cancelation, 100% of supplementary (non-rent) charges such as departure cleaning, damage waivers, or security deposits, and pet fees will be refunded regardless of when you cancel your reservation as long as occupancy has not occurred.  Any booking fees charged will be retained for all cancelations.

Peak season lodging is often reserved far in advance. When your booking is confirmed, the property and dates you have selected are no longer available to other potential renters and they will secure a different property. If your reservation is canceled, the feasibility of obtaining an equivalent booking is thereby significantly reduced.


 
PAYMENT

What is the payment policy?
Your property is reserved with a 25% down payment.  This payment is applied to the total cost of the reservation.  The full balance of the reservation is due 90 days prior to arrival. If your reservation is made within 90 days of your arrival, the balance is due in full at the time the reservation is made.

How can I pay for my reservation?
Our online reservation system accepts most major credit cards including Visa, MasterCard and Discover.  For additional payment methods please contact a Windermere Vacation planner.

When is my final payment due?
The full balance of the reservation is due 90 days prior to arrival. If your reservation is made within 90 days of your arrival, the balance is due in full at the time the reservation is made.

Do I have to pay taxes when booking a vacation rental?
Yes, the appropriate sales tax for the area your property is located in will be applied to your booking.

What is the lodging tax?
In addition to the sales tax there is a 3% tax added to the rental value of your reservation.  The lodging tax, also referred to as the hotel-motel tax, is a consumer tax on lodging charges for periods of less than 30 consecutive days for hotels, motels, rooming houses, private campgrounds, RV parks, and similar facilities.

Chelan County is committed to supporting existing projects and events and developing new initiatives that make an economic difference.  Lodging Tax funds generated in unincorporated Chelan County have been made available for this purpose.

 
MISCELLANEOUS

What if we are interested in owning a vacation property?
Windermere Real Estate Lake Chelan is the trusted and experienced choice when looking for an investment property in the Lake Chelan valley.  As a partner with Windermere Vacations, every broker has access to our knowledge in identifying and preparing a vacation property for success.  Please visit our Owner’s page, Owning Paradise for more information and a list of Windermere Real Estate Lake Chelan Brokers.  

Activities
Lake Chelan is Washington’s premiere vacation playground.  Visit our Things to Do page to see a list of some of our favorite activities, from a day at Slidewaters to a scenic hike.  

Where can I get more information about Chelan?
Our local Chamber of Commerce is a great resource for information about the Lake Chelan Valley.  Visit their interactive website or the new state of the art Visitor’s Center on main street during your vacation stay.

Lake Chelan Chamber of Commerce
PO Box 216 | 216 East Woodin Avenue
Chelan, WA 98816
509-682-3503 |www.lakechelan.com