Common Questions about your Vacation Rental Home
Below is a list of the most frequently asked question from our guests. If there is anything else you need to know, please do not hesitate to ask at any time.
Q: What is required to make a reservation?
A: You can call us and will be happy to place your reservation and answer all questions. Call 505-984-2270 or 505-795-3131. You will be speaking with either Wendy, Brittney, Will or Megan. You can also book on line on the http://www.twocasitas.com web site. We do require a 50% deposit at the time of booking. The remaing balance will be processed 30 days before arrival.
Q: How much money is due and when?
A: If you are coming in 30 days or less your payment is due in full upon making your reservation. 50% of the total is due upon placing a reservation 31 days or more before arrival. The balance due, the remaining 50% of the reservation, is due 30 days prior to your arrival. You will be notified 35 days before arrival by email regarding your final payment giving time to communicate with us as to how you would like to pay your balance.
Q: What are the cleaning fees?
If you have rented a studio, there is a one time cleaning fee of $75.00 If you have rented a one bedroom, the cleaning fee will be $100.00 If you have rented a two bedroom, your cleaning fee will be $150.00 If you have rented a three or four bedroom your cleaning fee will be $200.00. If you have rented a five bedroom, your cleaning fee will be $350. These fees are entrance and exit fees and are not refundable.
Q: What are the taxes?
The taxes vary depending the home you are renting. Some of our homes are commercially zoned and only have a 2.50% tax rate for Gross Receipts. Most of our homes have a 9.50% tax rate, which includes the Gross Receipts Tax and the City Lodgers tax of 7%. A few of our homes have a tax rate of 15.313%. These are homes owned by Two Casitas. These houses guests pay the full 8.313% Gross Receipts Tax and the 7% lodgers tax.
Q: Are there any other costs?
There is an additional 3% administrative fee.
If you purchase the Accidental Damage Insurance you will be assessed an additional fee based on the size of the home. The Accidental Damage Insurance covers guests up to $1200 should any accidental damage occur and is offered in lou of a security deposit of $1500.
Q: What is check in and check out time?
A: Check in time is anytime after 3:00 PM. Check out is no later than 11:00 AM. Generally there are no late check out or early check ins allowed, however there are some exceptions depending the availability of the home. Please call us first.
Q: How do I get my keys?
A: It is a self-check in procedure and you will be getting the keys at your house. You will either have a key with a lock box code or you will enter with a key pad. Sometimes there is a security gate code as well, which will be provided in the directions sent via email. The lock box or other from of entrance will be right at the front door. You will be receiving confirmation emails explaining all procedures. Directions and lock box codes will be re-emailed to you 5 days before arrival.
Q: What credit cards and other forms of payment do you accept?
A: We except accept Visa, MasterCard, Discover, and American Express as well as personal banking checks, E checks, and cashiers checks for payment.
Q: When do I get my confirmation and invoice?
You will get this right after you make your reservation by email. Watch for a few emails from us coming to you explaining everything you need to know as your arrival date nears.
Q: Is there WIFI if so what is the password?
A: All of our homes have free wireless Internet. Some homes have a unsecured networks. With this, sign on to the server that is unlocked with the strongest signal. The homes with a secure password will have the network and password posted in the home. If you should require technical assistance with your computer, please give us a call at 505-984-2270
Q: Do we have Cable TV, DVD, CD, Play station etc.
A: All homes have basic cable. Most homes do not have the other amenities.
Q: In case of an emergency or if we just need something as simple as restaurant recommendations what number do we call?
A: Please call 505-984-2270 or 505-795-3131 for all of your needs. If you are lost or if you have a maintenance emergency please call us right away.
Q: Where is your office?
A: Most likely you will not have a need to come see us. We will come to you if you need something. Should you need to come by for any reason you can make an appointment by giving us a call at 505-984-2270
Our mailing address is:
PO Box 1829
Santa Fe, NM 87504
Q: Is the home fully furnished?
A: All of our rental properties are fully furnished complete with all the comforts of home including fully equipped kitchens with dishes, pots, pans, serving ware, utensils, silverware, glassware, coffee pot, toaster, etc.
Q: Is there coffee in the house and a coffee grinder?
There is coffee in your home along with sugar, creamer, filters and a basic Mr.Coffee machine or better. However, we do not provide coffee grinders.
Q: Are bed linens and towels included in the vacation rental?
A: All vacation rentals have sheets, blankets, and pillows for every bed including sofa beds. Other included linens are bath, hand, and face towels, bath mats, and kitchen linens. Our bathrooms are fully stocked; each bathroom has four towels and wash cloths, hair dryers as well as iron and ironing board.
Q: Is daily housekeeping included?
A: Daily housekeeping is not included in the rental rate, but it can be easily arranged at the tenant's expense. Each property is deep cleaned upon a tenant's departure, this is the included cleaning fee in the reservation. Prices vary for each property. For a tenancy 30 days or longer, we require at least one interim cleaning during your stay at the tenant’s expense.
Q: Are pets allowed?
A: Most properties permit a dog. Some homes do not allow pets. An additional departure cleaning fee and insurance damage protection will required to be purchased for keeping a pet at the property. For one dog a flat fee including insurance is $100. Additional dogs are $50. Limit to 3 dogs in a house. This fee will cover $3,000 of damage in the unlikely but possible event of an accident. If a vacation rental is pet friendly, the listing will say so. Cats are not permitted in any of our homes (except for Twilight & Bonita) for allergy reasons. We are happy to help you find a kennel at your destination if you desire.
Q: Do you supply Firewood at no cost?
A: Yes, we provide a small amount in the winter months. It is very important that you use your fireplace properly. If you do not know how a kiva or other fireplace, call us before doing so. There should be instructions in your house as well. Please use what is left at the house from the previous guest if you want.
Q: Is there air conditioning in my rental property? What about heat?
A: Some properties are equipped with evaporative cooling (water-based), air conditioning (refrigerated air) systems, or window unit air conditioning. Some homes are equipped with just fans. Please refer to the copy of the individual home listed on the website or ask one of our teammates. If you have any special needs, medical issues, or requests please ask at the time you make your reservation.
Q: Is smoking permitted?
A: All properties are NON SMOKING. Please respect this policy. Smoking 15 feet away for your home is permitted outside only. If found smoking inside the house, a $500 fee will be charged to the credit card on file.
Q: Can you hold a place for me for a few days, a week, or until I decide?
A: We can only hold a home for 24 hours. If a home is put "on hold", you will not be able to book online at twocasitas.com. Please call us at 505-984-2270 and we will finalize the reservation.
Q: What is your cancelation policy?
A: You must cancel 61 days or longer to expect a refund of your deposit less a processing fee of 10% of your total reservation and a $75 fee. If you cancel within 60-31 days, there will be a steep a cancelation fee of 50% of your total stay plus a $75 processing fee. If you cancel 30 days or less before arrival you will have paid in full and there will be no refund. Please refer to our cancellation policy on the policy page for further details, as the cancelation policy is quite strict. Exceptions can be discussed with our staff, please contact us to discuss the circumstances.
Q: What is damage insurance?
The accidental damage insurance covers guests up to $1,200 in the unlikely event that any damage should occur for a flat-rate, non refundable fee. We offer this option in lou of a security deposit of $1500. If traveling with a pet, this insurance is mandatory.
Q: We are really neat people; can we clean the place ourselves and skip the normal cleaning fee?
A: No. We must ensure that each guest has the best vacation rental experience. That means we are responsible for cleaning.
Q: Do I have to pay the tourism fee or hotel tax?
A: Yes. Our vacation rentals are legally permitted and we pay all local lodgers, city, and business taxes and licenses. QB NM Real license is required of property managers in the state.
Q: Are rates negotiable?
A: Our prices are firm and fair. We will occasionally offer last minute and off-season discounts. We encourage you to sign up for our email list, follow us on Facebook, or return to www.twocasitas.com where we will post current vacation rental specials.
Q: Is there a washer and dryer in the vacation rental?
A: That depends on which vacation rental you choose. Most do have washers and dryers; however, some do not. Please refer to the individual property listings for this information or you may contact us directly to ask.
Q: You state a 3 (or more) night minimum, will you make an exception?
A: That depends on the unit, the season, the owner, and the circumstances. Please feel free to contact us.
Q: Are your vacation rentals handicap accessible?
A: That depends on the unit and your needs. Please inquire. We’ll try to put you in a unit that will suit your needs..
Q: You Charge for "Normal Departure Cleaning." What do we have to do upon check out?
A: No action is needed regarding the house. Please make sure your personal belongings are accounted for.