Policies and Procedures:

How does billing work?

To make a reservation, you have to pay the first night's rent plus tax. This can be paid by credit card, money order, or check, but you must remember: your house or townhome isn't actually reserved for you until we receive the first night's rent plus tax!That's why we prefer a credit card payment.

The rest of the money is due two weeks prior to the date of your arrival. This can also be paid by a credit card, check or money order, but we must receive the check or money order at least two weeks prior to your arrival. If we haven't heard from you otherwise, we usually just go ahead and charge the card on file for your reservation when the balance is due.

Everything must be paid in full at least two weeks prior to your arrival date, or your reservation could be cancelled.

What about payment plans?

At Mouse Pads, you can make your own payment plan! We'll give you up to two weeks before you get here to pay for that super-deluxe vacation home or townhome. That means you can make a reservation in July for an arrival in December, and pay a little bit every month, so you don't have to worry about the balance. You can pay as little or as much as you like, as often as you like! Just imagine going on vacation, without having to worry about the bill!

What is your cancellation policy?

You can cancel your reservation at any time up to two weeks before your arrival date, and you'll only lose a $25 cancellation fee. Everything else will be refunded to you.

If you cancel WITHIN two weeks of your arrival date, you will lose the first night's rent plus tax, which is what you pay to reserve the home.

Unfortunately, we don't offer any refunds for cancellations within 24 hours.

There isn't a fee to make a change to your reservation, such as changing the dates when something arises that interrupts your vacation plans, however the cancellation penalty cannot change once dates are changed. This means you can't change your dates to three weeks ahead, and then cancel the next day with just a $25 fee. The penalty would be the same as if you had cancelled your initial reservation on the date you made the change.

Can I bring Bruiser?

We know that dogs are people, too! Family members, no less! And all pets, for that matter! (ok, ALMOST all pets.) Dogs, cats, and other animals under 40lbs are permitted in some homes, but not all, so that's why you've got to let us know up front! There is a $150 non-refundable pet fee, which is used to steam clean the home upon your departure. (Yes, we know your pet is perfect. Ours are too. But some people are extra-sensitive! And extra-picky!) We know it's a little steep, but we like to keep our houses extra clean! And at least you don't have to leave poor Bruiser at a boarding place. A boring, boarding place. Boring for the dog, we mean.

How about wheelchair access?

Homes with ramps and roll-in showers are available upon request at no extra charge. Just make sure you let us know when you're making the reservation. If you do it online, there is a handy box at the end for comments and questions. Just put it in there!

Where can I find out the address of the home?

For security purposes, we don't give out the exact address of the home until the day of your arrival .We used to give it out right away, but sometimes guests sent friends and family that live in the area to "check out" the house they would be staying in. The friends and family would almost always end up walking around the house and peeking in the windows. Just imagine how you would feel if someone peeked in the windows of your vacation home! The nerve! Besides, many of our homes are so new that the street names aren't even in the GDS systems/Mapquest yet.

Can I get the pictures of the home I'm going to be staying in?

As much as we'd like to, with all of the homes in our inventory (hundreds!) we just can't. It's just not feasible, without having to raise our rates, and hire a boatload of photographers and programmers to make the whole thing work! We think our guests would rather just have the lower rates and better service, since we don't have to tie up our people working on that! We DO guarantee that the home you receive will be AT LEAST as good as the homes you see on the website, and they're usually even better!

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