Frequently Asked Questions

If cancelled 30 days or more before arrival, your 20% deposit is fully refundable (the total balance isn't due until 30 days prior to arrival). If cancelled fewer than 30 days before arrival, there is a 50% penalty — OR you can reschedule to a specific date, OR let your reservation float and reschedule at your discretion with no additional penalty. This policy applies to all 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 — 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. City of Jonestown ordinance strictly enforces occupancy limits for all rental properties. Some properties may have lower limits set by the owner. This is non-negotiable and is in place for guest safety.

No. City of Jonestown ordinance prohibits the use of fire pits and fireworks at all rental properties within city limits. You are welcome to use the outdoor grills, indoor fireplaces, and the outdoor fireplace and fire pit at the Hilltop Smokehouse (you supply the wood). Note that a County Burn Ban may be in effect during dry conditions — we'll communicate this if applicable during your stay.

Yes. Please observe outdoor quiet time after 10:00 PM and before 9:00 AM. This is a neighborhood-wide policy that is strictly enforced. 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, Just Fur Pets comes recommended — call Denise at (512) 762-6937.

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. The Hollows restaurant is highly seasonal — hours and open days vary. Call (512) 267-1999 for current hours.

Yes, you can bring a boat or kayak, though there is no on-property storage. You'll need to arrange off-site storage. The Northshore Marina (512-267-6222) is very accommodating and can assist with docking questions.

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.