Guest Frequently Asked Questions
Holiday Homes Property Management understands guests have lots of questions about vacationing at one of our properties. To be as clear and informative as possible we have put together a list of the most asked questions we receive.
Do you charge a booking fee?
We charge a 3% non-refundable booking fee on all bookings.
How much of a deposit do I need?
If your vacation start date is more than 45 days away, a 30% deposit is required at the time of booking.
Final payment is due 45 days prior to your check-in date. The remainder of your payment will automatically be deducted from the credit card you used for your deposit.
If your booking starts within 45 days, full payment is due at the time of booking.
Do I have to pay a damage deposit?
We hold a credit card number in lieu of a damage deposit. Damage that is beyond normal wear and tear; caused by pets; or additional cleaning that is required to return a cottage to an ‘as found’ condition, will be charged to the credit card in accordance with our Terms and Conditions of the Renter Agreement.
How many people are allowed at the property?
Each cottage has a maximum number of guests that are allowed and this includes all children, babies and any visitors. These limits are set by local by-laws, owner preference, and restrictions the owner's insurance company may impose. We do not allow children or adults to sleep in sleeping bags so that the occupancy can be increased, nor do we allow tents or tent trailers to be used outside the property.
Maximum occupancy is shown on each listing, so check to make certain your property has sufficient accommodation for your group.
We are unable to make exceptions to the occupancy limits.
We understand that you may not know who will be staying with you. Please complete the registration as best you can. We will gladly update the names on the registration prior to your stay. We do not allow changes to registered guests during your stay.
What's included with my stay?
Each property has it's own list of inclusions. Within days of confirming your booking, you'll receive an email listing included items. The email will also provide suggestions on what to pack.
Please note that all properties have fully-equipped kitchens including pots and pans, glassware, and cutlery sufficient for the number of guests the cottage will accommodate.
All properties have a bbq and unlimited wifi.
Beach towels are not included at any of the properties.
The property inclusion list will also identify what type of coffee machine is at the property. Coffee and tea are not provided so please make sure to pack what you need.
How will I get the key?
Most of our cottages have lockboxes which will have the key inside. Some properties have keyless entry systems.
You will receive the code within 3-7 days of your check-in date by email.
What happens if I need to cancel?
You can cancel your reservation up to 30 days before your vacation start date, and you'll get your money back less the non-fundable booking fee, and less a $150 fee (plus HST) cancellation fee.
If you cancel within 30 days of the rental start date, there are two scenarios:
- If we can find someone else to rent the place for the same period, we'll refund you the amount we receive from the new guest, minus a $150 fee (plus HST).
- If we can't find a new guest for any part of the rental period, you won't get a refund.
Can I have an earlier check-in and/or a later check-out?
Rentals start at 4:00 pm on the first day of your stay and end at 10.00 am on the day of departure This ensures that the cleaners have time to prepare the property for incoming guests.
If you have an off-season booking (any time other than summer), we may be able to make adjustments.
We are not able to adjust times during our peak season (summer).
Please note that it is important you adhere to the specified check-out time. If you have not left the cottage by the time specified, you will be charged $50 (plus HST) for each half hour you remain at the property.
What happens if we break or damage something during our stay?
The occasional accident is bound to happen and any losses or damages during your holiday must be paid for. However, minor spills and stains can often be dealt with quickly without leaving lasting damage and incurring a cost. Please contact us immediately so we can assess the situation.
Before you arrive, your cottage will have been cleaned, the inventory checked and any missing items noted or replaced. If you find any deficiencies or damages on arrival please let us know immediately.
Any costs to repair or replace items caused by damage that is beyond what we consider normal wear and tear will be deducted from the credit card on file.
May I bring my dog?
Many of our cottages are pet-friendly. Even though a property says it is pet-friendly, there are restrictions based on the number of dogs, age, weight, and breed. Please seek permission prior to assuming your pet will be welcome to vacation with you.
You will be responsible for your pet at all time. You must pick up after your pet regularly, not allow pets onto furniture (including the beds), and ensure all dog hair is vacuumed before your departure.
Your pet is required to be leashed at all times when outside of the property.
The property is a new and strange place for your pet which may create anxiety for them. Therefore, we strongly recommend that you do not leave your pet unattended in the property.
Cats are not allowed at any of the properties.
Taking a pet to a property that is not designated as pet-friendly and/or where you have not been granted permission to bring your pet, could result in a charge to your credit card and possible eviction without refund. We would also like to point out that a ‘no pet’ rule does not mean there has not been a pet in the property (possibly the owners).
Do I have to bring my own firewood and can I light fireworks?
Not all properties allow campfires. Some have propane fire tables, some have wood-burning fire pits, and some don't have either. Check the property listing for what's included.
Where there is a firepit, you will need to provide your own firewood – most gas stations and grocery stores will stock bags of wood. You may find local residents selling fire wood in front of their properties.
Fireworks are not permitted at any property.
Each municipality has a open-burning by-law which stipulations times and conditions in which a wood-burning fire is allowed. The information on the open-burning by-law will be in the Welcome Book. Make sure you adhere to the respective by-law or you will be liable for any fines laid to the owner by the fire department, and risk being evicted from the property.
Do you allow smoking at any of the cottages?
None of our homes allow smoking inside the property. Some properties allow smoking outside.
If a property allows smoking outside, all remnants must be cleaned up prior to your departure.
Do I have to clean the property before I leave?
Outgoing guests are to leave a property in a tidy condition.
That may mean things like washing the dishes and/or putting the dishwasher on; starting a load of towels; and putting the garbage where you've been instructed to.
You are expected to review the Welcome Book and/or your departure instructions for more information on what you'll need to do prior to your departure.
Things to Do
Action and Adventure
Waterpark: Splash Town – Port Colborne
Skydiving: Sky Dive Burnaby - Wainfleet
Go Karting: Go Karts Niagara - Niagara Falls
Car Races: Merrittville Speedway - Fonthill
Humberstone Speedway - Port Colborne
Shaw Festival - Niagara-on-the-Lake
The Sanctuary for the Arts - Ridgeway
First Ontario Performing Arts Centre - St. Catharines
OLG Stage - Fallsview Casino – Niagara Falls
Topp Tier Charters – Niagara – Port Colborne, Fort Erie
NIagara Fishing Adventures - St. Catharines
Fishin Niagara - Fort Erie
Cast Adventures - Lake Erie or the Niagara River
Niagara Sport Fishing - Welland
Bridgewater Country Club – Fort Erie
Fort Erie Golf Club – Fort Erie
Whisky Run Golf Club – Port Colborne
Niagara National Golf & Country – Niagara Falls
Grand Niagara Golf Course – Niagara Falls
Willodell Golf Club of Niagara – Niagara Falls
Old Fort Erie - Fort Erie
Fort George - Niagara-on-the-Lake
Point Abino Lighthouse - Fort Erie
Horseplay Niagara - Port Colborne
Fort Erie Racing - Fort Erie
Book a tour with a guide: Owen's Hiking and Adventures - Niagara Region
Unguided nature walks: Niagara Parks - Conservation Areas - Wainfleet
Niagara Parks - Balls Falls - Lincoln
Lavender Farm Tours: Ridgeway Lavender
Niagara Cycling - Friendship Trail - Port Colborne to Fort Erie
Niagara Cycling - Niagara Circle Route - St. Catharines to Port Colborne
Website Design - Hubbs Performance Marketing Group
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