Question 1

Early Check-In & Late Check-Out

Accepted Answer

Both alterations are based exclusively on availability. We require ample time to meet sanitation standards before each new guest. Please inquire about your date range, as there are no guarantees. There is an additional fee of $20 for every hour before or after standard time for each accommodated request. There is a 15-minute grace period after 10 am check-out; a $25 fee ensues every 15 minutes thereafter. If you need to check in before our 10 am check-out time, or need to check out after our 4 pm check-in time, We require the additional night to be booked to accommodate your request.

Question 2

Late Checkout - Cleaning Policy

Accepted Answer

Checkout is 10 am unless approved in advance. If the cleaning team arrives and is unable to access the property due to a delayed checkout, or is turned away because the property is still occupied, a $50 cleaner trip fee will apply. This fee covers the cleaner's travel and scheduling costs.
We strongly encourage guests to communicate with us in advance if additional time is needed so we can accommodate when possible and avoid additional charges.

Question 3

Non-Smoking

Accepted Answer

This home forbids indoor/outdoor, smoking/vaping. Evidence otherwise will incur a $400 housekeeping expense for the additional sanitation time and effort to reinstate the listing.

Question 4

Damages/Incidentals

Accepted Answer

You will be responsible for any damage to the rental property caused by you or your party during your stay.

Question 5

Guest Damage Indemnity Clause

Accepted Answer

The Guest agrees to be responsible for any damage caused during their stay beyond normal wear and tear. The Host/Manager may charge the Guest, apply any deposit/waiver, or file a claim via Truvi or the booking platform. The Guest acknowledges and agrees to the documented costs and waives dispute of reasonable claims.

Question 6

Pets/Animals

Accepted Answer

Please contact us before check-in if you plan to bring pets. The per-night, per-pet occupancy fee is based on length of stay and collected through Airbnb's Resolution Center. This fee is not a damage waiver or deposit.
1-6 nights: $25 per pet, per night
7-28 nights: $15 per pet, per night
29+ nights: $10 per pet, per night
Additional charges may apply for excess hair, dander, odor, waste cleanup, damages, or other pet-related issues.

Question 7

Emotional Support Animals (ESAs)

Accepted Answer

Emotional Support Animals are not considered service animals and are not eligible for fee exemptions under Georgia Fair Housing law for short-term rentals. ESAs are treated the same as pets for booking and fee purposes. Applicable pet fees apply. Failure to disclose an ESA before arrival results in applicable pet and cleaning fees being charged upon discovery, if not after check-out, and may impact the reservation. Service Animals: Trained service animals, as defined by applicable law, are exempt from pet fees.

Question 8

Mail

Accepted Answer

Please do not have mail sent to the rental. USPS doesn't deliver to the mailbox, and we are not liable for lost mail. In exceptional cases, contact us to discuss temporary arrangements for mail delivery. We'll evaluate requests on a case-by-case basis. Shipping expenses, including the independent contractors' time and shipping cost, are passed on to the guest before tracking information is shared.

Question 9

Lost Items

Accepted Answer

We are not liable for any items left behind. Our protocol is to return all articles found to our office. We are glad to arrange retrieval, and or ship found items, incurring all shipping charges on you, a tracking number will be provided.

Question 10

Extended Stay Cleaning Costs

Accepted Answer

40-60 nights: A mid-stay clean is required (linens & toiletries replenished; personal belongings not included). Scheduling is flexible, and guest presence isn't necessary.
Over 60 nights: A Deep Clean replaces the standard checkout clean, more comprehensive for long stays.
Please note: The standard cleaning fee, charged at booking, only covers the initial checkout clean. Any mid-stay clean, deep clean, restocking, or extra inventory requests are charged separately, on top of that fee.
For bookings made via Airbnb or BookingDC, any additional charges above the standard cleaning fee will be collected after confirmation or once the stay thresholds (40/60 nights) are reached.

Question 11

Extra Guests

Accepted Answer

Parties are prohibited. External CCTV access view of the entryway and driveway, along with sound sensors, will be set off should there be a prolonged noise disturbance. A gathering will be considered anyone addition to the number of guests listed on your reservation. There is an additional fee of $25 per extra person, per night, for each additional guest beyond the property's bed count.

Question 12

Rates & Nightly Minimums

Accepted Answer

Pricing & availability dynamically fluctuate continuously based on an algorithm set by our revenue management software.

Question 13

Extension Alteration

Accepted Answer

If you opt to extend your stay, please be mindful of confirming your request with ample notice before your scheduled 10 am check-out time so that we may update the housekeeping schedule and our booking calendar with your new check-out date. There are limits to extending by one night and require approval; a standard two-night minimum is applicable.

Question 14

Parking

Accepted Answer

Please note that we are not responsible for anything that happens while parked.

Question 15

Amenity Use Policy - Pools, Hot Tubs, Fireplaces & Grills

Accepted Answer

Please note: Not all properties are equipped with a pool, hot tub, fireplace, or grill. If the property you are staying at includes any of these amenities, their use is strictly subject to the posted safety and usage guidelines. Guests are required to review and adhere to all rules specific to these features as outlined in the property listing, guest manual, or signage onsite. Failure to comply with amenity-specific policies may result in additional cleaning fees, damage charges, or restricted access. For your safety and to protect the home, always follow the rules provided.

Question 16

Electronic Monitoring Devices / Smart Home

Accepted Answer

For the safety and convenience of our guests, we employ various smart home and security devices throughout each of our properties. They are categorized generally by their location as either an exterior or an interior device. Items such as electronic door locks, exterior security cameras, and video doorbells are used to actively monitor audio/video on the exterior of a property. On the interior of our properties, we actively monitor temperature, humidity, and sound decibel levels. Each property may be equipped with Smart Home devices such as Amazon Echo (Alexa) for the convenience of our guests, but these devices do not record or store audio. Amazon Echo devices are equipped with a microphone mute button as well. There are never any cameras or recording devices on the interior of any property. Guests are prohibited from tampering with, removing, or disabling in any way electronic monitoring devices.

Question 17

Internet

Accepted Answer

The rental's "unlimited" internet plan includes 1.2TB per month (around 40GB per day). Exceeding this limit may impact speeds, as managed by the provider. The Internet is provided as a convenience, with no guarantees for specific speeds or preferences. No refunds are issued for outages or slow speeds.

Question 18

Maintenance & Landscaping

Accepted Answer

This property utilizes a septic tank. Our cleaning checklist affirms its functioning and maintenance. Upon arrival, inform us immediately should there be an issue. We ask our guests to be mindful of only flushing toilet paper. The property's general maintenance & landscaping is handled by independent contractors. Should a work order be fulfilled during your stay, we will provide due notice and do our part to not inconvenience your stay.

Question 19

Trash

Accepted Answer

All trash must be bagged and placed in the garbage bin located on the side of the home. The trash bin is to be rolled to the end of the road on Thursday nights for early Friday morning pick up. (Failure to set trash out for scheduled pickup incurs a fee. The fee varies depending on the amount of trash someone has to be paid to haul.)

Question 20

System Failures

Accepted Answer

In the event, that the rental unit sustains a failure of a system, including but not limited to heating or cooling, water, sewer, septic, electrical, gas, plumbing, mechanical, appliances, heat pump, ventilating, pool, hot tub, or other system or structural systems, neither the property owner nor the Management shall be liable to Guest for damages, and no refunds will be given for such failures. However, Management will make an effort to promptly repair or replace the failed system or equipment, and in such event, the Guest agrees to permit the Manager or its service provider to have reasonable access to the property to inspect and make such repairs.

Question 21

Unforeseen Occurrences

Accepted Answer

Management will not assume liability for any loss, damage, or inconvenience caused by, but not limited to, the following: weather conditions, natural disasters, pests, construction, acts of God, or other reasons beyond its control. There shall be no refunds available as such instances are beyond the control of Management. It is highly recommended that the Guest consider travel and/or rental insurance.

Question 22

Personal Property and Injury

Accepted Answer

(i) Owner Insurance: Guest personal property, including vehicles, is not insured by Owner or, if applicable, HOA, against loss or damage due to fire, theft, vandalism, rain, water, criminal or negligent acts of others, or any other cause. Owner/Management does not insure against personal injury to guests, guests, or others due to any reason other than the condition of the Premises. (ii) Guest Insurance: Management recommends that Guests carry or obtain insurance to protect guests and licensees and their personal property from any loss or damage. (iii) Indemnity and Hold Harmless: Guest agrees to indemnify, defend, and hold harmless Owner and Management from all claims, disputes, litigation, judgments, costs, and attorney fees resulting from loss, damage, or injury to Guest or licensees or their personal property.

Question 23

Payment Rules, Regulations, & Other

Accepted Answer

All payments are nonrefundable. If you need to cancel, we encourage you to communicate this as soon as possible, but no later than 24 hours from the time of booking confirmation to request a cancellation. Reservations canceled within this period will be refunded, minus any applicable fees. For cancellations made after 24 hours of booking confirmation or within 24 hours of check-in, all payments will be forfeited. Please refer to your booking's cancellation terms for further details.

Question 24

Payment & Refund Fee Disclosure

Accepted Answer

For bookings where Suites Stays Atlanta acts as the merchant of record, please note the following:

Suites Stays Atlanta is responsible for processing your payment, and it appears on your card statement.
All standard transaction and processing fees incurred by Suites Stays Atlanta in handling your payment are non-refundable, regardless of cancellation or refund eligibility.
If a refund is issued (per our cancellation policy), a surcharge will be applied to cover the additional card-processing and administrative costs.
By completing your booking, you acknowledge and accept that these transaction fees and surcharges are separate from any refundable portion of your reservation and will not be returned.

*This transaction disclosure excludes all OTAs that are the merchant of record for BDC, Airbnb, and HVMB guests

Question 25

Emergencies

Accepted Answer

Please feel free to contact us at any time should you need our help. If you're in need of emergency dispatchers, dial 911.

Make Yourself at Home

Before You Settle In

House Rules

Questions About Our Policies?