Frequently Asked Questions about CHECKING IN
1.How do I check-in?
You simply come to our office in Broken Bow to check in anytime after 3pm. You will receive your welcome packet with keys & directions and information upon arrival here. See below for information about checking in after business hours, on weekends, and major holidays.
2.Can I check-in on a major holiday?
We do not permit anyone to checkin on Christmas Day, Thanksgiving Day, or Easter Sunday under any circumstances; please do not ask for an exception to this rule. We have this policy in order to give those three days off to everyone in our company, including housekeepers and maintenance techs. You are welcome to schedule a check-in for any other holiday or day of the week.
3.Can I check-In any earlier than 4PM? (or 5 PM for the larger homes)?
If your reserved home was not occupied the previous night, then we will do our best to honor your request for an early checkin. Oftentimes, however, we will not know the readiness of a property before 11 a.m. of the day of your arrival, even if it has been vacant for several days. Therefore, please contact us after 11 a.m. the day of your arrival to see if you can check in early.
4.Can I obtain directions to the house before arrival?
Yes; we can send those to you once your reservation is confirmed with a signed agreement and payment. We can only send the directions to the person in whose name the reservation is booked. Please make sure everyone in your group knows to arrive at the home after proper checkin time.
5.Can I check-in at the house?
Some homeowners do permit us to pre-arrange for check-ins at the property. Please discuss this possible option with one of our Reservation Specialists at least 3-4 days prior to arrival.
6.Are there sheets and towels at the property?
Yes; we provide ample towels and washcloths per person that the house accommodates, plus a few extra towels if there is a hot tub. The beds are made up with clean linens (except sleepers, and futons, but they have linens on site).
7. Are there condiments, paper towels, etc. at the property?
We provide a starter kit of toilet paper, dish soap, hand soap, and garbage bags. It’s enough for one or two nights, but will likely not be enough to get you through your entire stay, so you may want to bring some from home or plan to buy some on arrival. We do not provide cooking oils or spices, coffee filters, laundry detergent, or paper towels.
8.What if I have a maintenance emergency after office hours?
We have a dedicated team of on-call maintenance techs and agents able to help you with emergencies 24 hours a day. The after hour’s number will be provided in your welcome packet.
Frequently Asked Questions about CHECKING OUT
1.Can I leave the key at the house?
Here at White Pine Lodging we have keyless entry. In your welcome letter we will issue you a key code that will allow you to enter your cabin during your stay without the fuss of keeping up with a key.
2.Can we check-out later than 12 p.m.? (or 11 a.m for the larger homes)?
We cannot authorize a late check-out at the time of your booking due to the possibility of another guest booking the same home for arrival on the same day that you leave. You can, however, ask for a later checkout when you are checking in or at some time during your stay, and we will do our best to accommodate your request. There will be a per hour fee for any overage.
3.What about trash removal?
There should be one or two large garbage cans outside the house for you to put your bagged trash into. The trash in these outside containers will be removed for you, but you are required to remove any trash from inside the home. Directions inside the house will tell you on which day of the week there is trash pickup. If there are no instructions about that, then the trash is simply collected after your departure.
Frequently Asked Questions about OUR COMPANY POLICIES
1. Do I have to have a 4WD/AWD vehicle?
Because we want you to be safe, and we don’t want you to spend your valuable vacation time stuck in a ditch or waiting for a tow truck, we strongly recommend that you come prepared with vehicles equipped with 4-Wheel Drive to access all properties from December thru February. Make sure everyone in your group knows this. It’s not a good idea to wait until you arrive in the area to try to prepare for winter weather. We tell you this because it can be very hard to get around in some areas without being prepared when roads are snowy or icy. If a WPL employee can access the cabin with a 4WD vehicle, then it is considered accessible. Keep in mind that parking on the road of a house, not the driveway, may be illegal and can result in accidents, fines, and vehicle towing. Experience with driving in snow and ice is also important. We are not able to give any refunds, credits, or switching of properties if you come unprepared and cannot get to your property due to wintry road conditions.
2.How will my security deposit be refunded, and when can I expect it?
As long as there were no damages, approximately 3 to 5 business days after you’ve checked out of your cabin the security deposit will be refunded to your credit card. If you paid by check, your refund will be by check. By law we have 45 days to return the deposit, but we do our best to get it back to you within 2-3 weeks unless damages are found.
Lost & Found items.
We are not responsible for items left behind. However, if you contact us about a specific item, we will do our best to locate and return it to you. We cannot guarantee that it will be found or shipped back within a set time frame, though. Items will be shipped during managements free time.
3. What credit cards do you accept?
We take Visa, Master Card, Discover, and American Express.
Frequently Asked Questions about A SPECIFIC HOUSE
1. Can I build a fire pit if there’s not one there already?
If your cabin does not have a fire pit, please do not make your own. You will be charged for unauthorized outdoor burning and dismantling/extra cleaning labor.
Can I roast marshmallows in the gas-log fireplace?
Please don’t. That would make a sticky mess, which would incur extra cleaning charges.
2. Can I burn real logs in the gas-log fire place?
Absolutely not. That would be disastrous.
3. Does the house have WiFi? If so, do I need a password?
Most properties have WiFi, and if there is a password required to access, it will be in your welcome packet and/or posted in the house.
4. Is firewood provided at homes with a wood burning fireplace or a fire pit?
We leave that up to the individual owners; therefore, some homes do provide and some do not. Each property’s listing will state whether or not a limited supply of firewood is provided.
4. Will the hot tub be ready to use when I check-in?
Yes, it will be ready for you the moment you drive up. Our hot tubs are serviced and sanitized after each guest’s departure.
6. What’s in the kitchen?
Most kitchens are set up with basic cooking ware, serving bowls, and dishes & silverware, so if you’re planning a meal prepared with any unusual items (such as a crock pot or turkey roasting pan), you should bring them from home