You are here

Frequently Asked Questions

Q) I have made a reservation. Now what?

A) Here's a summary of what will happen after you book your trip:

  • Within 24 hours after booking your trip online, our booking processor will take the initial payment (1st night rental fees) and you will receive an email with your reservation confirmation. Full payment is taken if booking is within 30 days of arrival.

  • 30 days prior to your arrival, the remaining balance on your reservation will be automatically charged to your credit card on file and you will receive your rental contract to digitally sign, this also includes your driving directions, amenities, list aand other pertinent information.

  • 5 days prior to your arrival, you will receive a "Before You Leave" email with a reminder to download our NW Comfy Cabins App with access to your driving directions, and any property information.

  • The morning of your reservation you will receive your door access code within our NW Comfy Cabins App which you will have downloaded previously. Then you will simply show up ready for a great trip! We will be eagerly anticipating your arrival.

Q) Where do we pick up our keys?

A)  There are no physical keys to pick up. The majority of our homes have a custom coded electronic key pad located on the front door with the exception of two homes. Once you reserve the home, a digitally signed and initialed contract is received and the date of check-in has arrived (12:01 AM), you may retrieve your individual door code from either the downloaded application on your phone or the downloaded guest portal on your desktop computer where you will have received all the previous information (contracts, directions, etc.).

 

Q) What is your cancellation policy?

A) If you need to cancel a reservation with more than 30 days’ notice from your check-in date we will retain $100.00 of the confirmation deposit on all rentals at all times. We do not offer any refunds for any reason for guests who did not purchase CSA Travel Insurance if a cancellation is made within 30 days of your reservation. When a reservation is made those dates are held for you and we have a responsibility to pay the owners of the homes for those guaranteed days as we are turning away other inquiries. We highly recommend all guests purchase the CSA Travel Insurance to cover any unforeseen circumstances that would warrant a last minute cancellation. These include but are not limited to road closures, inclement weather, job layoff, school year extension, medical emergencies, and death in the family, etc.

 

Q) We inputted the address into our GPS and now we are lost!

A) Please DO NOT use GPS as it is almost guaranteed to get you and your party lost. The area is very rural and the online mapping systems are not always accurate. We provide accurate easy to follow directions through our mobile/desktop app that is made available to you at any time after your reservation is made. Please use only these directions to find your way. If you and your party members are traveling separately you may give them access to the driving directions by inviting them through the NW Comfy Cabins App. We cannot give directions or access codes to anyone other than the booker. 

 

Q) Something came up and we can no longer go on our trip. Can we get a refund?

A)  We do not offer refunds within 30 days of check-in if CSA Travel Insurance was not purchased. There is no exception.

 

Q) Can we book for a single night stay?

A) There is a 2-night minimum stay requirement for all reservations and a 3-night minimum stay required for all Federal Holiday weekends: New Year's Day (January 1st), MLK Day (Third Monday in January), President's Weekend (Third Monday in February), Memorial Day (Last Monday in May), Independence Day (July 4th), Labor Day (First Monday in September), Thanksgiving Day (Third Thursday of November) and Christmas Day (December 25). NO EXCEPTIONS.

 

Q) May we arrive on Thanksgiving/Christmas/New Years?

A) There are no check in and check out’s on Christmas Day (Dec. 25th) or New Year’s Day (Jan 1st). We do not permit check-outs on Thanksgiving Day. NO EXCEPTIONS. Check-in is at 4:00 P.M. PST and Check-out: Check-out is at 11:00 A.M. PST

 

Q) What time is check in and check out?

A) CHECK-IN is 4:00 PM the day of your arrival. CHECK-OUT is 11:00 AM the day of your departure. You and your group may arrive at anytime after CHECK-IN at 4:00 PM. You must be vacated from the property by CHECK-OUT at 11:00 AM. If we are notified that you or a member of your party arrive before the 4:00 PM CHECK-IN time or depart after the 11:00 AM CHECK-OUT time without prior permission from NWCC the contracted guest will be charged a half days' base rental fee. 

Q) Can we check-in/out early/late?

A) An early check-in (No earlier than 2:00 PM PST) or late checkout (No later than 1:00 PM PST) request will not be approved more than 24 hours before the date of arrival or departure ONLY IF there is not another guest directly before or after you. We do our best to accommodate a deferred time request but is not always available and we reserve the right to refuse the request upon our discretion. We do not permit both an early check-in and late check-out for the same guest, it is one or the other.

 

Q) We just got home from our vacation and we were not satisfied with our stay. Can we discuss compensation for our disappointing time?

A) We ask that if our guests experience any issue or concern that they contact us DURING their stay. We are unable to address or fix a problem if we learn about it after the fact. Please take the time to call us and leave a message (all messages are checked 24/7) if you encounter any concern (great or small). We do not offer refunds if contacted after a guest has checked out because it will be assumed that the issue at hand was not important enough for us to be notified immediately. We will always welcome constructive criticism which we pass on to the owners to help improve our homes and the stay of future guests.

 

Q) If we clean up after our stay do we have to pay the housekeeping fee?

A) Every guest is required to pay the non-refundable housekeeping fee without exception. Everyone has a different opinion on what would constitute a “clean” home so we contract out a single housekeeping company for quality control and to ensure that our standards are maintained with every home. The housekeeping fee goes towards ensuring the general maintenance of the grounds and spas, garbage removal, sweeping, mopping, dusting, deep cleaning of bathrooms and kitchen areas, sanitizing, linen change and laundry, vacuuming, etc. prior to your stay. We ask all guests to be respectful of these homes as they are privately owned by individual families and to please return things to their rightful place before departure and to remove all personal items from the home. If an excessive clean if required due to stains, excessive dirt, damage to linens, etc. we reserve the right to compensate the extra time and effort if the housekeeping staff by retaining funds from the damage deposit.

 

Q) May we bring our pets?

A) Dogs are welcome at any of our dog-friendly properties. We do not permit cats at our properties. We do limit the number of canines to no more than 3 smaller breed dogs or 2 larger breed dogs. Each animal is an additional fee of $25.00 per pet per night. This means that if you have 2 dogs for a 2 night stay, your fee would be an additional $100 plus tax. We ask that you please respect these homes by cleaning up after your pet (both inside and out), crating your animal whenever you leave the property and keeping them on a leash when out and about. Do not allow your dog to wander about the woods and neighborhood unsupervised. Be mindful that the mountains are home to a variety of wild animals (bears, mountain lions, wolves, deer, etc.) and local pets. Therefore, please keep an eye on your furry family member for their safety and that of the animals who make the surrounding area their permanent residence. 

 

Q) What do we need to bring?

A) All of our homes are fully stocked with kitchen appliances, plates, flatware, dishware, glassware, pots and pans, baking sheets, baking dishes, sheets, bath and spa towels, wash cloths. We do offer complimentary travel sized shampoo/conditioner and bar soap and starter amounts dish soap and toilet paper. Many homes have a washer and dryer for keeping up with personal items and towel use for longer stays. If you are staying for 7 days or more we can arrange for a midweek hospitality stop where we will refresh linens, towels and remove garbage (must be arranged prior to your stay and comes with an additional fee). Please note that not all homes have a dishwasher or a washer/dryer. We ask that you and your party simply bring your clothing items, toiletries, food, and gear for your children, towels for trips to the lake or rivers, newspaper and wood for campfires when a burn ban is not in effect. Any extra games, movies or activities you wish to bring are at your discretion. Please be sure that you either printed out a copy of the driving directions and key code from your guest portal or download it to your phone prior to your departure.

 

Q)   Why is there an additional charge for extra guests?

A)   We set a base guest count and fee for each home depending on type and size of the home. Any guests over this base amount will be an additional charge of $25.00 per person per night. These fees cover the extra wear and tear of a house caused by a larger number of people. With more people, the septic systems are used more frequently, more linens and towels are used and need to be laundered, more cleaning is required, etc. However, we do allow any children 5 years of age or under to stay for free with a 3 child limit. Please note that we are notified by neighbors, housekeeping and maintenance in the area of suspicions when more than the allowed number of persons are on site. If we are notified that additional guests are staying at the home without permission or payment we will take $50.00 per unapproved guest per night that they stayed. Please be honest about the number and ages of all members of your party.

 

Q) Can our friends stop by for the day?

A) Permission is required for any and all persons who will be visiting or staying at the home for any length of time. For liability purposes we need to know the names and ages of anyone intending to visit the property your group is staying at. Neighbors, caretakers and housekeeping will notify us of any extra guests seen on site. If permission was not obtained we will assume they intend to stay overnight and you will be charge double the normal rate for each additional guest. To avoid unnecessary charges we ask that you contact us before any visitor are invited over. 

 

Q) Why does my contract require the names and ages of all members of my party? Why is that your business?

A) The homes we manage are owned and enjoyed by individual families who generously rent them out to others when they are not using them themselves. We require the names and ages of each individual who is on site for accountability, liability and emergency purposes.