Frequently Asked Questions

We've prepared a list of commonly asked questions and answers that reflects most of the things guests want to know when

renting one of our vacation homes. But if this list doesn't include your question, do not hesitate to ask us!

Click Here to submit any unanswered question(s), we'll be happy to assist you. 

How do I book a property? 

Bookings can only be made online. We no longer take any payment information or details over the phone for security reasons. To book your stay simply select the property you would like to reserve. Once you are directed to the property of your choice’s listing page, fill out the arrival and departure dates, number of guests, and your contact information on the top right side of the page and then click the “Book Now” button. You will receive a confirmation email shortly after completing the online booking process.

 

Is booking online secure?

We implement a variety of security measures to maintain the safety of your personal information when you place an order. We offer the use of a secure server. All supplied sensitive/credit information is transmitted via Secure Socket Layer (SSL) technology and then encrypted into our payment gateway providers database. It will only be accessible by those authorized with special rights to such systems. They are required to keep the information confidential. After a transaction, your private information (credit cards, social security numbers, financials, etc.) will not be stored on our servers. 

 

What is the age requirement to rent a home?

All guests must be an adult, 25 years of age or older or accompanied by their legal guardian. Any reservation found to be obtained under false pretense will be evicted with no refund.

 

What payment methods do you accept?

Currently, we are only able to accept Visa, Mastercard, Discover, and American Express credit card payments. No cash, check, or money orders will be accepted.

 

How much is due to upfront to confirm a booking?

50% of the reservation total is due at the time the booking is confirmed.

 

When will the second payment be due?

The remaining half of the reservation total is due 30-days prior to the arrival date.

 

Can I change the credit card that will be used for the final balance?

Of course! If you need to change or update the card information on file just let us know and we will send you the secure link to change/update that information.

 

What is the security deposit hold, and when will I get it back?

Instead of charging a damage deposit, a temporary hold will be placed on the credit card of your choice within 24-hours of your arrival for incidentals (just like they do at hotels). We are simply just verifying with your financial institution that sufficient funds are available if they were needed to cover property damages. If there are no property damages, the hold will be released after 7 days, and the card will never actually be charged.

 

What time is check-in?

Check-in is at 4:00 pm.

 

What time is checkout?

Checkout is promptly at 10:00 am. Unless late checkout is approved, our staff will be arriving shortly after 10:00 am to begin closing down the property.

 

I would like to tour a property before I book it, is that possible?

Due to the complexity, size, and rural locations of our properties, property showings are not possible. We are a small family-owned business and we simply do not have the manpower or recourses to accommodate showings. We keep our photos and amenity lists accurate and up to date so you can expect the property to look and function exactly as described.

 

Can you hold a property for me without a deposit?

We operate on a first come, first serve basis and are unable to hold dates for any property.

 

How do I cancel my reservation?

It depends how your reservation was originally confirmed. If your reservation was booked through our website, send an email to info@hillsoftexaslodging.com with your cancelation request. If your reservation was booked through VRBO, Airbnb, or any other booking platform, you will need to log into your traveler account with that platform to request a cancelation.

 

Do you offer any military or first responder discounts?

Thank y’all for everything you do! We’d love to offer all the discounts if we could, but since all our properties are individually owned, unfortunately we do not have the ability at this time.

 

Do you offer travel insurance?

Travel insurance can be purchased through RentalGuardian at the time of booking or anytime leading up to your stay. The Cancel for Any Reason Travel Insurance cost is equivalent to 10.8% of total trip cost. Or there is also the option of a Standard Travel Insurance Policy which is slightly cheaper (equivalent to 7% of total trip cost)​.

Standard Travel Insurance Policy: ​Protects my vacation up to 100% for covered reasons like illness, injury, natural disasters, delays and more​.​

Cancel For Any Reason Policy: Protects your vacation up to 100% for covered reasons like illness, injury, natural disasters, travel delays and more. You can also cancel for a reason not listed in the policy and be eligible for a 60% reimbursement. Only available to residents of the United States and must be used 3 days or more before arrival.

 

We won’t get into town until late, can I still check-in?

You can check-in as late as you’d like! If you have completed the online check-in before your arrival, you will have everything needed to check yourself into the property at whatever time is convenient. Our software will not release your access codes for the property if the online check-in is not completed. So if you will be arriving past 10:00 pm we strongly encouraged you to double check that you have completed the online check-in and have everything you will need as our staff may be asleep and unable to assist you past that hour.

 

What happens if I have an emergency during my reservation?

While we are not open 24/7, we do always have an on-call receptionist available to our staying guests. Call 512-847-5898 to report your emergency. Please remember, renting a vacation home is a very different experience from booking a hotel. We will do our best remedy any situation that may arise, but resources are very limited in our area on weekends and outside of normal business hours.

 

Can I get an early check-in?

If there are no known conflicts, once we are within 1-2 weeks of your arrival a 2:00 PM check-in can be requested for an additional fee of $100. This fee will not be refunded if you hit a travel delay and do not arrive early like you anticipated.

We will always do our best to accommodate your requests, but we cannot make any guarantees an early arrival will be possible due to availability changes, unexpected maintenance, and predetermined staffing schedules. Even with early check-in, pools and hot tubs may not be ready for use until 4:00 PM. The only way to guarantee an early check-in is to reserve the property for the previous night.

 

How do check-in?

Leading up to your stay we will send you a simple two-step online check-in. Once the online check-in process has been completed, arrival instructions will be sent to you. This way, you can arrive however late suits your schedule and you don't have to worry about meeting anyone in person. If you have multiple cars coming, you can give everybody the code, and whoever gets there first can unlock the door and go in. If for some reason you don't receive this online check-in email, please check your spam/junk folder or send an email to info@hillsoftexaslodging.com letting us know and we’ll resend if for you.

 

Can I get a late checkout?

Possibly, depending on when the next guest will be arriving, but you need to specifically ask and receive written approval beforehand. We will not be able to determine eligibility for until we are within 1 week of your stay. If there is a new guest arriving on the same day you are scheduled to leave, a late checkout will not be possible. If there are no known conflicts, a 12:00 PM checkout can be requested for an additional fee of $100.00 plus tax.

Late checkout approval may be rescinded later if someone makes a last-minute booking for the nights immediately after your stay. If that happens, we will contact you to let you know and refund the $100 fee. While rare, this does happen from time to time, so please be aware of the possibility. The only way to guarantee a late checkout is to reserve the property for the following night.

 

How do I checkout and what are the procedures?

The checkout process is very simple. First make sure that you have washed all dirty dishes, disposed of all food and beverage products, and placed your bagged trash in the outside trash receptacles. Then just turn off all lights and make sure all the doors and windows are securely locked behind you. Have a safe drive home!

 

What is your cancellation policy?

100% of the total booking charges less a $75.00 processing fee will be refunded if the cancellation is requested more than 30 days prior to the arrival date of the reservation. For cancellations requested within 30 days of the arrival date, there will be no refunds or date exchanges available. Please keep in mind when you confirm a reservation, the entire property is reserved for your exclusive use, and it becomes unavailable for anyone else to rent. Therefore, a last-minute cancellation usually means that nobody will be able to stay at the property for that time, because most people plan their vacations in advance.

 

Can I have my wedding/family reunion/birthday party at one of your properties?

No parties, day guests, group gatherings, events, or other social functions are allowed at any of our properties. If you exceed the maximum capacity designated for the property you have reserved without specific approval, you will be immediately evicted from the property with no refund.

 

Will I need to rent a car?

You will need to provide your own transportation. Rideshare services and taxis are not prevalent in our area.  

 

What about just having a few family/friends over during the day?

The short answer is no. If you exceed the maximum capacity designated for the property you have reserved without specific approval, you will be immediately evicted from the property with no refund.

 

Will my cellphone have reception during my stay?

It honestly depends on your service provider and how remote the location of the property you have reserved is located. Thankfully most of our homes do provide free WIFI, so if you have a modern smartphone that can use WIFI for calling and texting you should be able to make do.

Android Phone - https://www.howtogeek.com/234608/how-to-enable-wi-fi-calling-on-an-android-phone/

Apple iPhone - https://www.howtogeek.com/229216/how-to-enable-and-use-wi-fi-calling-on-an-iphone/

 

What are the WIFI speeds like?

We do our best to provide the best internet service options available but in our area internet connection, speed, and reliability cannot always be guaranteed. In the more rural locations reception can be completely unpredictable, especially during storms or inclement weather.

 

Do I have to clean up after myself?

We do not expect you to do your own laundry; you didn't go on vacation to clean house, after all! However, we do ask you to dispose of all your food and beverage products, wash your dirty dishes, and take out the trash upon departure to help us keep the pesky rodents and bugs away.

 

Can I mail a package to the house before we arrive?

Most of our properties have front entrance gates and lack a proper mailbox making it nearly impossible to receive or coordinate package deliveries. A lot of folks in our area still rely on a PO Box for their mail/deliveries.

 

Will I be hit with charges for consumables or minor damages?

We expect a certain amount of wear and tear, as well as consumption of products. We expect you to use the toilet paper, dishwasher detergent, etc., and there'll be no charge. We also understand that light bulbs blow, plates break, and there may be the occasional scratch on the wall. We charge only for unreasonable damage or missing items that can't be considered normal usage – lost towels, torn sheets, mud-ruined comforters, a hole bashed in the wall, a whole case of paper towels vanished, that sort of significant and unusual thing.

 

What if my guest numbers change after I make a booking?

No problem! You can simply send an email to info@hillsoftexaslodging.com, and we'll adjust the guest count for you accordingly.

 

Do I have to bring my own bedding/blankets/pillows?

No, sheets, comforters, and pillows are provided for all beds, including sleeper sofas.

 

What cooking/eating utensils will I need?

Our homes provide basic cooking equipment including pots and pans, cutlery, dishware, and grilling tools. Unless you have a specific and unusual requirement, you should not need to bring any cookware.

 

Do you accept service animals?

Any of our properties which accept pets can also accommodate service animals by prior arrangement with government-issued documentation of service animal status.

Under the federal ADA, a service animal is a dog that has been individually trained to work or perform tasks for a person with a disability, whether physical or mental. As wonderful as they may be, pets are not service animals. Nor are emotional support animals: animals that provide comfort, companionship, and even protection to those with psychiatric or emotional disabilities or conditions. Although these animals can greatly help their owners and may have therapeutic value, they are not the same as trained psychiatric service animals and are not covered under the laws as service animals. In Texas, it is a misdemeanor, punishable by a fine and community service to falsely misrepresent a service animal (when it is not). Any evidence of "service animal fraud" will be reported directly to the ADA and will be subject to the same penalties as an unauthorized pet (eviction without refund). 

 

Is there an extra charge to use the hot tub?

No, the hot tub and all other amenities are included at no additional charge.

 

Do your properties allow smoking?

Smoking is strictly forbidden inside all our properties. However, you are free to smoke in the beautiful outdoors. Please use good sense and courtesy regarding your ashes, butts, or other potentially hazardous materials.

 

Does the property have clean/safe drinking water?

Most of the homes in the Hill Country rely on well water, so the water quality varies in these areas and typically has a very high mineral content that can cause it to look cloudier than city water. It is advisable to stock bottled water for drinking during your visit. While the water is perfectly safe for consumption, showering, etc., it’s probably not what you’re used to, even though most of these homes have water treatment systems.

 

Do you provide propane for the grill?

If your property is equipped with a propane grill, propane will be provided for it.

 

What if we run out of propane during our stay?

If you run out of propane the propane that has been provided, simply detach the propane tank from the grill and take it to any of the nearby convenience stores to swap it for a full one. Take a photo of your receipt and send it to us and we will be happy to reimburse you for the cost.

 

Do you provide charcoal for the grill or campfire pit?

No, we do not provide charcoal or lighter fluid for liability reasons. If the property you have reserved comes equipped with a charcoal grill, you will need to bring charcoal and/or lighter fluid with you.

 

Do you provide wood for the fireplace or fire pit?

No, firewood is not a provided amenity. If a previous guest has left some behind, you are welcome to use what is onsite. Otherwise, you can purchase firewood bundles at most of the local convenience and grocery stores.

 

Where can we access the river?

Unfortunately, the only way to guarantee River access in Wimberley is to rent a home with direct access as there are not any public parks or access points. However, we do have several swimming holes like The Blue Hole and Cypress Falls that are great for all ages.

 

Does that mean we are not able to float down the river?

While you will not be able to float down the Blanco River in Wimberley, there are several other nearby rivers that are very popular for floating with both small and large groups. The San Marcos River, Comal River, and Guadalupe River all have tube rentals and transportation that can be arranged to provide a flawless floating experience!

 

Can I park my Motorhome/RV at the property?

Our properties are private residences and not designed as commercial parking lots. You will generally have a very difficult if not impossible time navigating very large vehicles around the windy and/or steep country roads and caliche driveways.

 

I think I forgot something; can I get it mailed back to me?

Send us an email with what you lost, and where you think you lost it. We will do our best to locate the item and send it back to you at our earliest convenience for a $25.00 handling fee plus shipping costs.

Please understand it can be nearly impossible to locate, and retrieve left behind items in-between reservations or owner stays. It is your responsibility to make sure you have all your belongings when you checkout.