Have you changed your cancellation policy due to COVID-19?
We understand the uncertainty surrounding COVID-19, and the concerns for reducing out of pocket expenses and maintaining flexibility with future plans. We have modified our policies in an effort to allow the greatest flexibility and least strain on your lodging decision. For all new bookings made September 3, 2020 and after for dates of arrival through Dec 31, 2020, we are allowing cancellation and refund up to 14 days ahead of arrival (a 3% processing fee will still apply for transaction fees on refunds) and we are allowing cancellation and 50% refund between 7-14 days ahead of arrival. NO REFUNDS will be issued for cancellations made within 7 days of arrival. Relaxed cancellation policy does NOT apply to stays over 14 days and stays 15 nights or more will follow our standard cancellation policy terms. This policy does not apply to reservations made prior to September 3, and does not apply to stay credits issued for previously cancelled stays.
Have you changed your housekeeping standards and processes due to COVID-19?
The health and safety of our owners, guests and staff is of utmost importance to us, especially during these uncertain times. We are taking extra precautions / steps to ensure that all professional housekeeping and interior property sanitation needs are not only being met, but exceeded, to ensure a hygienic environment. Some of the steps we are taking include:
More commercial antibacterial cleaning products, are being incorporated in lieu of our earth-friendly anti-bacterial products.
More specifically, these antibacterial disinfectants are being applied to frequent touch points in all properties, to include: surfaces, switches, remote controls, railings, door knobs, etc.
More frequent deep cleans are being incorporated for all properties.
Staff are wearing facial protection and gloves when in the homes.
Each of the aforementioned measures are in addition to the increased housekeeping measures that are currently being taken.
Existing best-in-class processes have not been interrupted: including our professional linen service. ALL bed and bath linens are ALWAYS professionally laundered by a hospitality-focused service provider, ensuring correct cleaning agents and correct laundering temperatures are achieved EVERY TIME.
How do I book my vacation home?
You can book online using our secure reservations system. Reservations are confirmed when they have been processed by our reservationists. If you'd prefer to reserve by telephone, you can either call us at 912-257-4050 x 1 or email us with the number in your party, the property you are interested in, your dates of travel and any other important information. We will promptly respond with availability, rates and amenities. Once you confirm you would like to book, we ask for a 50% deposit now and the remaining balance 30 days from your date of arrival. If you are already inside the 30 day window, we ask for the entire payment. We do have a 3 night minimum at all of our homes, we do occassionally allow a 2 night stay if it is last minute or fits between two existing reservations.
How do I make my deposit?
We can take your credit card information over the phone. Please call our reservations department at 912-257-4050 x 1.
What payment methods do you accept?
We accept Visa, Mastercard, Discover, American Express. Checks are reserved types of payment for long-term reservations only.
How do I access the property once I arrive?
Upon receiving your final payment, our system generates a unique lock code for your stay. The system will email you when you are fully paid with an invitation to download our app which tells you everything you need to know about finding the property, accessing it and enjoying your stay. You can also print out the same information available in the app from the system's email.
What time is check-in and check-out?
Check-in is at 4pm and check-out is at 11am. If you need a late check-out or early check-in, please reach out to us the day prior to your arrival or departure and we will do our best to accommodate you. Additional fees may apply.
What can I expect to find in the home?
You can expect:
Fully-stocked kitchen with pots, pans, plates, glassware, silverware etc.
Paper towels, coffee (enough for one pot), coffee filters, two packets of dishwashing detergent, two rolls of toilet paper per bathroom and tissue paper.
Towels and bed linens are also provided in each home. *Please do not bring towels to the beach.*
All of our homes have free wi-fi and either cable or satellite television or smartTVs.
Can I access the internet?
Yes, each home has free wireless internet access. Unfortunately due to Savannah's cable infrastructure we are not able to guarantee internet or cable access at all times. Savannah's internet has a tendency to go down, especially in peak tourist seasons and inclement weather. We apologize for any inconvenience this might cause, but it is part of our historic downtown.
Can I hold an event?
None of our homes are zoned or permitted to hold events. Having more guests than the property can sleep is not permitted. If you are found to be hosting an event without prior permission your reservation will be terminated.
Can I smoke in the home?
All of our properties are non-smoking. Smoking in the property will result in a $500 fine.
How old do I have to be to rent a Lucky Savannah property?
For insurance purposes all guests must be at least 25 years of age excluding children accompanied by adults.
When will I get my damage fee back?
Our damage waiver fee works like an insurance fee and protects you in the event of up to $1,000 in accidental damage (must be reported during your stay). Since it works this way the fee is non-refundable.
Do you allow pets?
Some of our properties do allow dogs at our discretion. There is a pet fee that is determined by the size of your dog. Dogs are not allowed on the furniture or in beds. If the property has a courtyard, we do expect you to pick up all droppings. Guests are responsible for their pet at all times and any damages caused by their dog. If a guest is found in a property that does not allow dogs, you will be asked to vacate immediately and you will not receive a refund.
What is your housekeeping policy?
Our guests are responsible for leaving the property in the same condition they found it. We ask you to take out the trash and start the dishwasher prior to departure.
Do you have any noise restrictions?
We expect you to be courteous to your neighbors and other guests. Please do not use courtyards, porches or any outdoor area after 10pm as it can negatively impact local residents.
What happens if I forget to leave the keys upon my departure?
You will be charged a $50 re-key fee.
If I have a problem during my stay, how do I contact you?
Our Guest Experience Team daily operating hours are from 8am-12am. If you have any questions about your home or concerns during your stay please call, text, or email us at (912) 495-8582 or email@example.com.
If you have an emergency, please dial 9-1-1.
If you have an after hours maintenance emergency (to include power, water, and HVAC outages) after 12am, please call (912) 495-8582. If you have a NON-emergency request after 12am, please fill out a Fix-it-Form through our guest app or send us an email at firstname.lastname@example.org. We will be happy to address all non-emergency requests during Guest Experience operating hours the next business day.
What is your cancellation policy?
Please refer to our rental policy for our cancellation information.