Frequently Asked Questions

A 20% deposit confirms your reservation. The balance is due 30 days before arrival.

Yes, based on how far ahead you cancel. 60 or more days before arrival: 100% refund of all booking charges. 30 to 59 days before arrival: 50% refund. Fewer than 30 days before arrival: no refund. This policy applies to all direct reservations.

Yes, we do.

We provide a starter kit including shampoo, soap, and basic supplies. We recommend bringing your own for backup and extended stays.

Yes. We offer a mobile massage service that comes to you anywhere in the Greater Austin and Hill Country area. Please book at least 24 hours in advance; call us at (512) 267-7000 to arrange it, and ask if you need something sooner.

Yes, all properties have drip coffee makers and starter packs of coffee. Plan on bringing your own coffee for longer stays.

Check-in is 3:00 PM at most of our properties and check-out is 11:00 AM, but times vary by home. Your booking confirmation lists the exact times for the property you reserved. You don't need to stop anywhere to pick up keys. Prior to arrival you'll be issued a personal access code for the front door, which activates at your check-in time on arrival day.

Early check-in may be possible if no guest is checking out the same day. We cannot guarantee it more than two days in advance, and it won't be before 1:00 PM. Door locks are programmed to grant access at your property's standard check-in time. If early check-in is approved, we'll provide a temporary code.

Maximum occupancy applies to all occupants, children included. Each listing states its maximum, City of Jonestown short-term rental rules limit how many people can be at a rental at one time, and some owners set lower limits. This is non-negotiable and is in place for guest safety.

Not at the home. The Hollows POA's rules for rental guests prohibit personal fire pits and fireworks, and City of Jonestown short-term rental rules do not allow fire pits at rental homes either. You are welcome to use the outdoor grills, any indoor fireplace at your home, and the Hilltop Smokehouse, a community pavilion with grills, a smoker and a fire pit that rental guests can use first come, first served. A Travis County burn ban may be in effect during dry conditions, and we'll let you know if one applies during your stay.

Yes. Please observe outdoor quiet time after 10:00 PM and before 9:00 AM. The Hollows POA's rules for rental guests prohibit noise neighbors can hear before 9:00 AM or after 10:00 PM, City of Jonestown rules limit late-night noise too, and we enforce quiet hours. If your group is likely to be loud, please take the fun inside after 10:00 PM.

Pet policy varies by property. If a property listing says 'no pets,' that means no pets, no exceptions. Pet-friendly properties are available and can be filtered on our vacation rentals page. If you need pet boarding nearby, call us and we can point you to local options.

Parking limits vary by property type: Casitas (two-story stucco homes) accommodate up to 4 cars. Cottages (cabin style) accommodate up to 3 cars. Villas (condominiums) have 1 garage space (if applicable) plus shared lot parking. Please do not bring more vehicles than your property can accommodate. Overflow parking information is in the property notebook or in your pre-arrival email.

Yes! Golf cart rentals are a separate add-on service. Current rates: 4-seat cart: $125/day, 6-seat cart: $150/day. There is a 2-day minimum rental period. We deliver and pick up the cart. See our Golf Cart Rentals page for full details and to request a quote.

All properties are within 1 to 1.5 miles of the pools and resort restaurant, about a 5-minute drive or a short golf cart ride along the resort trails.

Yes. Wild Hare Bar & Grill at the Beach Club is open to rental guests in summer plus select off-season days. No alcohol may be brought into the Beach Club, but you can buy drinks at Wild Hare.

Yes, you can bring a boat or kayak, though there is no on-property storage, so you'll need to arrange off-site storage. NorthShore Marina at The Hollows, (512) 267-6222, next to the community, offers daily boat slips and can help with docking questions. Kayaks and paddleboards can launch from The Hollows' two Kayak Clubs (locker storage there is for owners only).

We register your group with The Hollows POA 72 hours before arrival, so please send us every guest's name early. Every adult signs the POA waiver. You get through the gate with the gate code we send with your check-in details, or with the key card at the home. The Beach Club and Trailhead Club are open 5 AM to 10 PM.

We don't require you to complete a full cleaning, but these steps are greatly appreciated: load and start the dishwasher, remove all food from the refrigerator, strip the beds and leave sheets on the floor, leave used towels in the bathtub, set thermostat to 78°F (summer) or 60°F (winter), and turn off all lights, appliances, and fans.