Frequently Asked Questions

What is your cancellation policy?

Upon receipt of the initial deposit, the reservation is considered booked in the Property as defined in your Rental Agreement, and the deposit is non-refundable, with no exceptions. A request to cancel the reservation before the final payment due date, will result in a forfeiture of the initial deposit. Making a cancellation request before the date that final payment is due, there will be no refund or transfer of the deposit, with no exceptions. After final payment is due, the entire booking becomes non-modifiable and non-refundable. 

There shall be no refund or credit provided beyond this cancellation policy in the event Renter is unable to arrive at the Property on the arrival date or in the event Renter departs from the Property prior to the departure date for the following reasons, including but not limited to: road closures, inclement weather, lack of snow, health problems including those related to COVID19, fires that do not require evacuation in the Truckee area, smoke or air quality issues regardless of AQI level or disruption of utility services. Renter is encouraged to purchase Travel Protection Insurance.


When is the deposit and final payment due?

We have different deposit amounts and final payment schedules depending on which time of year you are booking:

Summer Deposit and Cancellation Policy: April 21, 2024-November 21, 2024

A 5% deposit is due upon booking and is non-refundable. Final payment is due 14 days prior to arrival, at which time the entire booking becomes non-modifiable and non-refundable with no exceptions.


Winter Deposit and Cancellation Policy: November 22, 2024 - April 19, 2025 (excluding Holiday dates)

A 5% deposit is due upon booking and is non-refundable. Final payment is due 21 days prior to arrival, at which time the booking becomes non-modifiable and non-refundable with no exceptions. 


Holiday Deposit and Cancellation Policy: December 22 -25, 2024; December 26, 2024-January 4, 2025; January 17-19, 2025; February 14-22, 2025

A 5% deposit is due upon booking and is non-refundable. Final payment is due 30 days prior to arrival, at which time the booking becomes non-modifiable and non-refundable with no exceptions.


 What does the Mountain Trip Preserver cover?

Protect your vacation and get reimbursed in case of:

  • Trip interruption or travel delay
  • Lack of snowfall
  • Accident in route to destination
  • Sickness, injury, or death of you or a traveling companion
  • And more

Click HERE to get more information. 


We strongly recommend that you purchase travel insurance!


What is the Damage Waiver Fee for?

In lieu of a damage deposit, the Damage Waiver Fee has been charged to the reservation. This fee is non-refundable and covers the reservation for up to $1,500 in damages. THIS IS NOT INSURANCE. If an authorized guest causes accidental damage to real or personal property at the Property, Agent will repair/replace as needed up to $1,500. Any accidental damage that exceeds $1,500, or was caused by willful misconduct or negligence by the Renter, will be the responsibility of the Renter. All damage must be reported to Tahoe Exclusive Vacation Rentals in writing via email prior to departure. If damage for which Renter is responsible exceeds $1,500, or if damage is not covered under this Damage Waiver, Renter authorizes Tahoe Exclusive Vacation Rentals to charge the Renter’s credit card identified in the amount of a $1,500.00 deposit for such additional damage until the cost of final repairs and/or replacement can be confirmed and provided to the Renter. Pet or service animal damage is not covered and is the sole responsibility of the Renter. Any damages not reported or previously noted by the Agent will be the responsibility of the Renter. 


When will I receive the arrival information?

Your arrival information will be texted to you 2 days prior to your arrival (be sure to check your spam folder too). Should you wish to have your arrival information sent earlier, you may request it any time after your final payment.


What time is check-in?

Check-in time is 4:00pm*. Please refer to arrival information for specific check-in instructions. If you are staying at a private house, please do not go to the home before 4:00pm or before you have received a call from our team if you have requested an early check in. 

*Please note that check-in time for arrivals on December 26 and 27 is 5:00pm.


What time is check-out?

Check-out time is 10:00am. A $300 fee will be charged if the property has not been vacated by 10:00am. You may call to request to purchase a late check out 24 hours prior to your scheduled departure. If available, a late check-out may be added for $100 and allow use of the property until 12pm. Please note that we will not be able to approve a late checkout if you call after 5:00pm on the day prior to your scheduled departure.


Can we drop our luggage, car or groceries off at the residence prior to check-in?

Guests are not permitted to access the residence or garage prior to checking in. Please plan your travel and grocery shopping accordingly. If you are staying in the Northstar Village, you can pick up a key card from the front desk to get you into Northstar’s underground parking garage prior to check in.


What is included in our stay?

  • The linens and towels in residence upon arrival are what is included with your reservation. 
  • Laundry detergent, dishwasher detergent and dish soap are provided for your convenience.
  • Your residence will have a drip coffee maker. We will provide the filter for the coffee maker and a small bag of local coffee to get you started. 
  • Each bathroom will come equipped with a hair dryer.

We also provide the following items to get you started. Please plan to bring with you/purchase any additional supplies, which you may need.

  • 1 set of bathroom soaps per bathroom (shampoo, conditioner, body lotion, hand soap, and body soap)
  • 2 rolls of toilet paper per bathroom
  • 2 rolls of paper towels
  • 1 box of tissues per bathroom
  • 1 kitchen sponge
  • 6 kitchen garbage bags


Are items like sleds, beach chairs, umbrellas, beach towels provided?

We do not keep these items stocked or inventoried at any of our residences so we do not guarantee that they will be present, however sometimes other guest leave them behind. If you find them at the residence, you are welcome to use them. We also like to recommend Tahoe Baby for beach rentals. Beach towels are not provided. There are towels provided at the Pavilion (Old Greenwood) and the Village Swim & Fitness Center (Northstar Village) to use at their facilities.


Do you have recommendations for dining and activities?

Yes! Check out our Tahoe Area Guide for all our local recommendations.



Do any of your homes allow events?

Events of any kind are strictly prohibited at all our residences. We also ask that quite hours are respected. Quite hours are noted in the information binder on the counter in your residence.


What is your pet policy?

No pets of any kind are permitted in or around any of our vacation homes without prior approval. At our vacation homes where pets are considered, guests may bring up to two well-traveled, adult dogs. A $50/night pet fee per dog is required.

We are happy to accommodate any individuals requiring the assistance of a trained Service Animal. Emotional support animals, therapy dogs, or service dogs traveling without an individual with a disability requiring their assistance are not permitted in homes where pets are not allowed.

If you have a pet dog, check out our pet-friendly residences!


What is your lost and found policy?

Tahoe Exclusive Vacation Rentals is not responsible for any items left behind at a property. If you believe you have forgotten an item at one of our vacation homes, please either call or email us. We will attempt to locate the item for you, and if found, we will mail it back to you. A $50 service fee will be added to the cost of shipping.


Is Wifi included / what is the speed?

Yes, wifi is included at all of our residences. Please note, that internet speeds are not guaranteed and can be slower here in the mountains, especially during peak seasons when there are a lot of people in town. Tahoe Exclusive Vacation Rentals is not responsible for internet outages or slowdowns.