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Frequently Asked Questions

What are the arrival and departure times?

The arrival time is 4pm and the departure time is 11am. You may request to arrive at a different time but must be made at least 24 hours in advance. A fee of $25.00 might apply to make these arrangements.  A late departure without approval might be charged an additional night. Early arrival without approval is subject to additional charges.

How do I check-in?

All properties are secured by a key less keypad that requires a code. The entry code and instructions are sent via email 1 or 2 days prior to your check-in date unless other arrangements are made. There is no front-desk or on-site office.

Is there access to all facilities?

The condominiums and townhouse properties have common amenities, clubhouse, and pools, and there is access to everything as a guest.  There is unlimited access during open hours such as to the pool areas, exercise rooms, and sports courts, where provided.  The private home in Saint George has a private pool (not heated) and a stand alone spa.  Other properties are private with no pool available. 

What do I do if I have not received an email confirmation of my reservation?

Please email or call with the name in which the reservation was made and your phone number. Call, do not e-mail if the check-in date is within one day or if  you will not have access to your email within one day.

What is the cancellation or change policy?

Cancelations or changes are accepted up to 30 days prior to the arrival date with no charges. There is NO REFUND for a cancelation made in less than 30 days from the arrival date. There is a $25 charge to make a change in less than 30 days from the arrival date. To make a cancelation or change please know the name the reservation was made under, the arrival date, and reservation transaction number. Only the person who made the reservation can make changes.  An email will be sent to serve as proof of the cancelation or change.

When are payments due?

Payment method is only accepted by credit card (not debit). When the reservation is first secured there is a charge of 50% of the room rate due at the time the reservation is made more than 30 days from the arrival date. Balances are due and payable 30 days prior to the arrival date and are automatically processed. All charges are due and payable when the reservation is made if the reservation is made less than 30 days from the arrival date. The reservation is subject to cancelation if the credit card is not valid unless other agreements are made with the management. The credit card provided serves as a deposit and will be charged for missing items, any damages, or if the unit is left excessively dirty.

Are there any additional charges?

Utah State Sales, Lodging  and City Innkeepers taxes at 11.6% and are collected on all rentals except on stays over 30 days. There is one time cleaning fee per reserved unit.
 

Are there discounted weekly and monthly rentals or winter rentals?

Many properties offer weekly and monthly discounted rates. Also check the website for off-peak rates.  Call for any specials that may be offered.

Is smoking allowed?

No. Sorry, smoking is not allowed anywhere on or in any properties or common area facilities.

Are pets allowed?

No. Sorry, pets are not allowed.

Are towels and linens provided?

Towels and linens are provided for use inside the units. 
Towels for the pool are NOT provided.

Is high-speed internet access available?

Internet service is provided.

Is phone service included?

Phone service is not provided.

Is an elevator available?

No.  Elevators are not available at the properties that are on second level floors..

Is cleaning required before departure?

No. Please put all ONLY dirty linens and towels  in the bathtubs. If the pillows, blankets, bedspreads are soiled do NOT put them in the tub.  Notify management.  All dirty dishes should be put in the dishwasher and start it when you depart. There is a charge for properties that are left excessively dirty or dishes not taken care of. 

Is there a refund or discount if a scorpion, cockroach, spider, lizard, etc., is found inside the unit?

No. This is the Southern Utah Desert. The properties are sprayed on a regular basis so it is rare to see one of these indoors. There may be dead bugs on occasion because of the spraying maintenance.   

Where can I park? Can I park a boat or RV at the complex?

There is outside parking at some properties.  There is also plenty of covered parking, parking lots, and / or garages at the many of the properties for vehicles. Parking for recreation or other types of vehicles is listed in the description of each property on our website or call for specifics. Some properties do not allow street parking. 

Is the exact rental property guaranteed?

Reserved rental property changes are very rare. If a change is required everything possible will be done to find an equal or better rental property for you. You will be notified as soon as possible.

How do I get answers that are not found here?

Email us at ocotillopropertymanagement@gmail.com or call 1-866-984-2008 ext 26 Sharlotte, 25 Traci, or 23 Josh.