Q. I'm cautious -- how can I be sure whether these rentals are legitimate?
A. Our online vacation rental service is similar to a vacation homes marketplace in a newspaper or magazine. We do not individually screen properties prior to their advertising with us, therefore we recommend that you contact the owner directly to request references and a list of past renters, and if possible you should visit the property in advance.

Q. I have some questions about a listing -- how do I contact someone directly?
A. The telephone number of the owners or their booking agent is always provided in each rental advertisement. Also, the advertisement usually contains a link to send an e-mail inquiry, and often a fax number. Because the owner or an agent is so familiar the property, they can answer any specific questions that you may have.

Q. I want to make a reservation -- how do I book?
A. The individual property owners each have their own rental process, but we always recommend obtaining a clearly written rental agreement. When making the rental reservation, be sure and communicate your arrival and departure dates, numbers of adults and children, any pets you will have, and any special needs that you want to be included in the agreement, which is a legally binding contract. To ensure that all of the rental details are fully communicated, the rental agreement or lease should not only include defined arrival and departure dates, but also payment schedules, detailed instructions, and terms and conditions related to cancellations and refunds.

Q. I want to secure my rental -- when do I need to make the payments?
A. In most circumstances the rental agreement will require a booking deposit. This may be anywhere from 10% - 50% to confirm the reservation, with full payment usually expected 8 weeks prior to arrival. Be sure to make all payments as outlined in the rental agreement to avoid losing your reservation and/or your booking deposit. The agreement should also specify a refundable security deposit either at the time of booking or upon arrival. The details regarding the security deposit -- property maintenance, damages and additional fees such as telephone charges -- should be addressed in the rental agreement.

Q. I need details that aren't listed -- pets, check-in times, etc. -- where do I look?
A. The rental agreement or lease will contain all terms related to check-in and checkout times, maximum occupancy, pet policies, cancellation conditions, and maintenance of the rental. You can request a sample copy of the rental agreement from the owner or booking agent and you can also ask them about any details that aren't in the listing.

Q. I want to protect against cancellation penalties -- how are refunds handled?
A. If you want the most protection, travel insurance can protect your vacation investment if unforeseen circumstances require you to cancel your trip. Your rental agreement or lease should clearly communicate any penalties associated with canceling your contract under its cancellation policy, as well as the process of refunding any part of your payment. Note that cancellations due to weather conditions are not usually permitted unless specified in the rental agreement.

Q. I want to arrive smoothly -- how do I get help with travel arrangements?
A. The vacation rental owner will be able to advise you on the most convenient airports, car rentals, and alternative transportation options. If the property requires parking passes or has special parking requirements this should be detailed in the rental agreement and included in pre-arrival instructions.

Q. I would feel better knowing who to contact before I arrive -- will anyone be there?
A. You will be provided with directions to the property, and either a key or the name of the person who will greet you at the rental. It is always courteous to inform the owner if you are delayed. In any case, make sure you have the details of someone you can contact in case something goes wrong. Some owners will send you a key in advance, others will arrange for their representative to meet you at the property. Some owners even live on-site and will meet you themselves. If a security deposit is due on arrival, it is typically paid in cash, local currency, by check, or in traveler’s checks.

Q.If there is a problem while I'm there I want to resolve it -- what should I do?
A. Contact information for the owner or their local representative should be provided in your pre-arrival instructions and also posted in the rental property. It is always in your best interest as well as in the owner’s interest to fix any problems as soon as they might occur. Again, the person you have been directed to contact in case something goes wrong will be your best resource to promptly resolve any issues you might have.

Q. I want to know what to expect when I leave -- is there a check-out process?
A. The instructions you receive should also include the check-out policies. Obviously, you should know to what extent the owner expects you to clean up prior to departure. You should certainly leave the vacation rental tidy because it may be booked immediately afterwards.
At the end of your stay, the owners or their representative should schedule your check-out of the property. At that time they will refund your security deposit if there is no damage, or arrange for a refund within a couple of weeks.

Four keys to vacationrentals success

1. Plan ahead and Reserve early
Advance planning and early booking is the key to maximum choice and access to the optimal rental. Last minute bookings almost always offer fewer amenities or a higher price.

2. Obtain the lease or rental agreement in writing and Know your cancellation policy
You should always be prepared to sacrifice at least a portion of your deposit should you be forced to cancel. But, some owners have non-refundable cancellation policies during peak travel times and vacation seasons, and you could lose your entire deposit! Make sure you get a complete rental agreement to review and ask any questions you might have about it before you send any payments. Make sure you have a clear cancellation policy in writing.

3. Make sure to meet deadlines for deposits and payments
Be aware of all scheduled payments and required amounts. Missed payment deadlines can result in a loss of deposit, forfeit and ultimately a cancellation of your reservation.

4. Get complete instructions and contact details in advance
Pre arrival instructions should include directions to the rental and details on how to gain entry to the property. It is vital to have the owner's phone number, or that of a local representative, before you arrive, even if keys are forwarded to you. Should unforeseen problems arise you will have the name of a local contact who is aware of your arrival.