FAQ


How can I contact Richard or Kathy?
Send us an email or give us a call. You can call Richard at 501-463-1268 or Kathy at 501-318-7421
  
What information do you need to send me a quote?
Please let us know how many will be in your party, the check-in and check-out dates, if you will have pets and if you have any special needs or request. Let us know the breakdown of your group – are you family, friends, adults, kids ages, etc. For your pet, please let us know
the breed, weight and age. If you complete the form on our website we will have all the information we need.  http://hotspringslakehouse.com/inquire
  
How do I find out if the dates I want are available?
First, check the availability calendar to see if it shows available. If it shows available please send us an inquiry. If it does not show available, then the home is already booked.
  
What information will you send me?
The rate quote will include the nightly charge, the cleaning fee, the taxes and the security deposit. If you are bringing a pet it will also include the pet fee. All fee’s are broken down so you can see exactly what you’re being charged for.
 
Will you hold the dates we are considering until we decide?
That’s not something that can be done. Hot Springs books up early and fast. Due to that we are not able to hold dates while you decide.
 
What do I need to do to hold the dates we would like?
You need to complete a rental agreement and pay the reservation fee/security deposit.
  
Why can’t I make a reservation online?
While you can view our homes online and send us an inquiry from wherever you see one of our homes but we do not allow completion of the booking process online because we want to speak with all of our guest. We want to know who is staying with us, if you have any special needs, desires or questions. We want you to know that we are here and available if you need us. It’s also what’s best for our homes.
  
How do I receive/sign the rental and/or pet agreement?
We will send it to you in email and you complete it with electronic signature and email it back to us.
  
My email won’t let me complete the electronic signature?
If you can forward jokes, etc to your friends then you can complete the agreement. Every email system will allow you to complete the agreement. Rather than hit reply, you hit the forward button and begin there.
 
How do I pay you?
We accept Mastercard, Visa and Discover. As well as cash, personal checks, cashier’s checks and money orders. We cannot accept a personal check any closer than 60 days to check-in.
    
What types of payment do you accept?
We accept Master Card, Visa or Discover. We will accept a cashier’s check, money order or even cash. We will not accept a personal check closer than 30 days to check-in.
 
Will you automatically charge my credit card for the remainder of the payment?
We will wait for you to tell us when. We do not want to surprise you by making a charge without your say so.
 
When and how do I get my security deposit back?
Your deposit is refunded to you in one of two ways. If you paid by credit card we will refund to that credit card. We cannot send you a check if you paid by credit card. If you paid us by personal check, money order, cashier’s check or cash we will send you a check.
  
Why do you handle everything through email?
We handle the paper work through email because we want to make it easy for our guest.
However, we speak with every guest by phone, at some point, before check-in
   
Can I bring a pet?
All of our properties are dog friendly.  We charge a non-refundable pet fee of $50.00 (per stay not per pet) and we have a pet agreement in addition to the rental agreement. Our cleaning company does extra cleaning after a pet has stayed but we make no claim to being allergy free. We will evaluate each pet – weight, age and breed on an individual basis. If, after you arrive, you have the need for a kennel, groomer or vet let us know and we will be happy to supply you with some names and numbers.
 
Will I have access to cable, satellite or internet service?
Some of our homes have cable tv and wifi. Some have satellite tv and no internet. Please see the individual page for each home.
 
Can we have a party or a wedding?
The short answer is no. That is because our homes are private homes with only so much space, parking, restrooms, etc. Our homes are designed to accommodate the number of guest stated.
   
Do you ever have cancellations?
We do have a cancellation from time to time.
 
How do I cancel? 
Please send us an email letting us know that you would like to cancel and why.
 
What if there is bad weather, illness or something else prevents us from coming? 
We recommend trip insurance if this is a concern for you.  While we understand that things happen, when we book your dates on our calendar we have cut off anyone else from renting. We are a family, just like the vast majority or our guest, and this is business is what feeds our kids. We have a cancellation policy that we feel like protects everyone.
  
What happens if I decide to leave early?
There are no refunds for early departure due to inclement weather or personal circumstance. If you purchased trip insurance you would need to contact them about any recovery you may have with them. If the home becomes unusable for some reason you must contact Hot Springs Lake House Properties as soon as the situation arises (24/7) and we will come to the determination about the home.
 
What is your cancellation policy? 
This is taken directly from your rental agreement:
CANCELLATIONS - All cancellations must be in writing. All credit card cancellations are subject to an additional 5% cancellation fee.  A ninety (90) notice is required for cancellation. Cancellations that are made more than ninety (90) days prior to the arrival date will receive a refund of paid rental, cleaning and pet fee money only. Cancellations or changes that result in a shortened stay, that are made within ninety (90) days of the arrival date, forfeit the full advance payment unless the home is re-rented. If the home is re-rented, refunds will be paid to the guest within thirty days after the subsequent re-rent payment has cleared our accounts. Cancellation or early departure after arrival does not warrant refund of any monies paid. If you are concerned about the possibilities of a cancellation, we strongly suggest you obtain trip insurance. Some possible places to do that are www.getawayinsurance.com, www.insuremytrip.com, www.travelguard.com or www.travelprotect.com. We are not associated with any of these companies in any way.
 
Do you offer travel insurance? 
We do not provide travel insurance but can provide you with information on a few
we have heard of. We are not associated with any of these companies nor do we endorse one over another.
 
What is check-in and check-out time? 
Check-in is a 4pm and check-out is at 10am. The cleaning company has to have time to clean in a manner we can be proud of.
  
Can we check-in early or out late?
We are happy to allow that if we can. If it’s a same day turnover we must stick with our times. If it’s not a turnover day we will make that judgment on an individual basis. (Maintenance may be scheduled)  It’s not normally a problem but we cannot let you know for sure until a day or two before check-in/out.
    
If we cannot accommodate your request we will be happy to suggest places or attractions you may like.
   
How do we get the keys?
Our homes are on a keyless entry lock system. Your door code will be sent to you with your confirmation.
  
How come you won’t give me the address early?
We do not give out the exact address of our homes until we send the confirmation. This is to provide as much privacy to each guest as possible while they are staying with us and for the security of the home itself when it’s unoccupied. We hope that you understand our position.
   
We will be happy to give you landmarks close to the home so you can get an idea of the area it’s located in. 
  
Can I view properties in person? 
We do not show the homes in advance nor give the address for a drive by. That could become a security problem and would make some guest feel unsafe.
  
Can I view properties online? 
We do have our homes advertised at several websites including our own, www.hotspringslakehouse.com
    
What do I need to bring?
 
The home will have all the normal dishes, utensils, large and small appliances, linens, pillows, blankets, bath towels and wash clothes. All of our homes have a washer and dryer with the exception of our condo, Buena Vista Resort condo. There is a laundry room available on site in the complex.
  
What about things like paper towels, toilet paper, plastic wrap, coffee filters, etc.?
We do provide each party with one roll of paper towels and a roll of toilet paper for each restroom. We do our best to have things like foil, plastic wrap and the like available, however we do not guarantee those sorts of items. This is also true for dish and clothes detergent.
  
What about soap and shampoo?
We do our best to leave an amenities basket in each bathroom for every new check-in. These baskets usually include travel size shampoo, conditioner, soap and lotion.
  
What don’t you provide?
Most of this answer depends on what your needs are. But a few things that come to mind are:
~Anything for down by the lake. We ask our guest not to take our chairs, tables or towels down to the lake. These items go straight to the bottom of the lake when they hit the water.  Most of our outdoor furniture is bought in sets and therefore we are unable to replace them in pieces.  We would always be out of towels if we allowed them down by the water.
~Phone service. None of our properties have phone service. Most people carry a call phone so this has never been a problem
  
Can we grill? 
All of our homes have a grill. Some have gas and some have charcoal. We do ask that you not move the grills. Please use the grill where it is placed.

Where do I put the trash?
Please put all of your trash into the outside garbage bins provided.
 
Which homes have a dock?
Most of our homes have a private dock available, some do not. Our condo does not have a slip but there is plenty of parking for your boat trailer and a private ramp. You will have to take your boat out of the water at night. At our homes known as Luxury Point and Bayside Cottage there is a dock to tie up to but there is a boat kept in the slip regularly.
 
Is the dock included in the price?
Yes
  
Where is the boat ramp?
That depends on the home. Just ask and we will let you know.
 
Where can I rent a boat?
Most of the marinas in Hot Springs rents boats. It’s my understanding that you should rent as far in advance as possible to ensure that one is available during your stay.
 
What are our responsibilities at check-out?
We ask that you take all the trash to the outside garbage can. Put all the dirty dishes in the dishwasher and start the load. Leave all the dirty beds unmade and start a load of dirty towels in the washer before you go. This gives the cleaning company a big head start.
   
What if something happens at the house during the night, like the a/c going out?
We ask that you call us 24/7 for any problem at the home. We will be unable to refund money for an early departure if you do not make us aware of the problem right away. Also, you may be held responsible for damage if you know something is happening and do not call us. For example: if there is a leak in the home and you do not alert us immediately.
  
What is the maximum number of vehicles allowed at a property? 
That depends on the property. If you’re going to have more than a normal number of cars for your size party then please let us know. We are happy to work with you if at all possible.
 
Do you provide any baby equipment, PFD’s, wheelchairs, beach towels etc.? 
We do not provide those items but may be able to help in securing them for your stay.
  
Can I bring my jet skies, boat, or RV? 
Your welcome to bring your boat and jet skies. Only one of homes could accommodate an RV. In no circumstances is an RV allowed to hook up to one of our homes nor can they be used while at the property.
  
What are your office hours?
 
Being a small family business we basically work 24/7. We ask that if you would like some information, want to book, anything non-emergency that you call us during reasonable hours. You’re welcome to call us on the weekends. If you are a guest staying at one of our homes please feel free to call us 24/7.
 
Do you live in Hot Springs?

Yes, we do live in Hot Springs.
   
Can I have friends over and can they spend the night?
That generally depends on how many. We always need the name and age of everyone staying the night at the home, even if it’s just one night.
  
How do I report a lost item?   
If you leave an item behind call us as soon as you discover it and we will contact the cleaning company.
 
Do I get some kind of bonus for being a repeat guest?
Starting with your third stay you will receive a 10% discount off the rental rate.
 
Can I have something free?
The 7th night is always free!
  
Do you have a concierge service?

Let us know what you would like and we will do our best to help you.