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How We Do Things

  1. AppFolio Guest Portal

  2. Cancel Reservation

  3. Check-In

  4. Checkout

  5. Community Rules

  6. Expense Reimbursements

  7. How to Avoid Extra Charges

  8. How to Pay Rent

  9. Labor Rates

  10. Lockbox

  11. Maintenance Requests

  12. Online Forms

  13. Pet Policy
  14. Safety & Emergencies

  15. Text Notifications

  16. Upload File

  17. WiFi / Internet

 

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Table of Contents

(Short Term Rentals)

 

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APPFOLIO GUEST PORTAL

AppFolio is the main place to manage your guest account. Use AppFolio to:

  • Submit a maintenance request

  • View your account balance (View full account ledger)

  • Make a payment

  • Sign your guest agreement

  • Submit a maintenance request

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Please keep your phone number and email address current in AppFolio.

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​TEXT NOTIFICATIONS

  • Important text messages will come from (650) 399-9664.

  • This is a no-reply number, so replies are not received.

  • Maintenance notices are sent exclusively through text.

  • Do not block the texts. You will miss something important​. If you accidentally block text messages, you can restart messages by texting START to the number above.

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CANCEL RESERVATION

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1) Submit this Online Form:

​Cancel Reservation

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2) Tell us where to send your refund:

  • Once you enter your direct deposit info info AppFolio, we can process most cancellations the same day, when we're open. Funds usually arrive in your bank within 1-3 business days. AppFolio will email you a few reminders in case you forget to add your direct deposit info. 

  • If you don't enter direct deposit info within 14 days, we will mail paper check to the address on your reservation.​There is a $25 processing fee. Please allow a week for USPS mail.

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Cancelation Policy

  • Cancellation more than 4 months before check-in:

    • Processing fees are nonrefundable.

    • Deposit is refundable.

  • Cancellation between 3 and 4 months before check-in:

    • Processing fees are nonrefundable.

    • Deposit is nonrefundable.

    • Future rent, cleaning fees, and taxes will not be billed or will be refunded if prepaid.

  • ​Cancellation 3 months or less before check-in:

    • Processing fees are nonrefundable.

    • Deposit is nonrefundable.

    • Rent and taxes are nonrefundable, unless a replacement guest pays for the rental period. In that case, funds received for the same month, will offset the amount you paid and a refund will be issued.

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CHECK-IN

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Check-In

  • Check-in begins at 4:00 p.m.

  • The cleaner will be preparing the property that day, so please do not arrive before 4:00 p.m.

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Janitorial

  • The cleaning company comes right after the last guest checks out.

  • If no one stayed in the month before your visit, you might see some dust or cobwebs, as the cleaning was done after the last guest but that may have been a while ago.

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Lockbox

  • The lockbox is usually attached to the garage door frame.

  • We will email you the lockbox code and its exact location the day before check-in.

  • Please use the keys during your stay. When you check out, return the keys to the lockbox.

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Other Items

  • Please check that you received all property items listed in your guest agreement. These may include keys, remotes, passes, or mailbox keys. 

  • Report any missing items, damage, or maintenance concerns as soon as possible through AppFolio. This way the missing items are billed to the previous guest, not you when you checkout. 

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Wifi

  • The Wi-Fi name and password are written on a paper inside the property.

  • If you cannot find the paper, look for a sticker on the router.

  • The password may be labeled:

    • Wi-Fi Password

    • Network Key

    • Wireless Key​

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CHECKOUT

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Checkout is no later than 10:00 a.m.

The cleaner may arrive promptly at 10:00 a.m. and has several properties to prepare. Please have everyone and all personal belongings out of the property by the checkout time.

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Standard Cleaning

Your stay includes standard cleaning after checkout. Before leaving, please:

  • Wash dirty dishes or place them in the dishwasher

  • Clean spills and unusually dirty appliances

  • Bag all trash and place it in the designated trash containers

  • Remove food and personal items you brought to the property

  • Leave furniture and household items in their original locations

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Cleaning that requires extra time may result in an additional charge.

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Before You Leave

Please complete these steps:

  1. Remove all personal belongings and any food you brought with you.

  2. Wash dirty dishes or place them in the dishwasher.

  3. Clean up spills and anything that is unusually dirty like the appliances.

  4. Place all bagged trash in the designated trash containers.

  5. Make sure the stove, oven, cooktop, grill, and other cooking appliances are turned off.

  6. Turn off the lights, televisions, and ceiling fans.

  7. Close all windows and exterior doors.

  8. Set the air conditioner to 78°F.

  9. Make sure the thermostat is set to COOL and the fan is set to AUTO.

 

Do not turn off the air conditioner.

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Return "Other Items"

Leave all property items in the kitchen drawer, including:

  • Garage door remotes

  • Ceiling fan remotes

  • Gate passes

  • Mailbox keys

  • Pool or clubhouse passes

  • Parking passes

  • Any other keys, remotes, passes, or property accessories

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Please do not place the main house keys in the kitchen drawer.

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Report Problems

Before leaving, submit a maintenance request in AppFolio if anything was:

  • Damaged

  • Lost

  • Broken

  • Not working correctly

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Reporting a problem does not automatically mean you will be charged. It allows us to address the issue before the next guest arrives.

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Lock Up and Return the House Keys

When you are ready to leave:

  1. Make sure you have all personal belongings.

  2. Lock all exterior doors.

  3. Place the main house keys inside the lockbox.

  4. Close the lockbox completely.

  5. Scramble the lockbox numbers.

  6. Gently pull on the lockbox to make sure it is secure.

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Please do not take any keys, remotes, passes, or other property items with you. 

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COMMUNITY RULES

This home is located in The Villages, Florida.

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We do not reproduce all community rules on this page because requirements, hours, and facility information may change. Please review the official websites below for current information.

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Official Villages Information

The Villages Community Development Districts
Community Standards
Recreation and Guest Information

 

The links above provide general information for The Villages. Individual villages, districts, neighborhoods, recreation centers, and facilities may have additional or more restrictive rules. The home may also have property-specific requirements.

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EXPENSE REIMBURSEMENTS

  • If you pay for something the property owner should cover, submit the Request Reimbursement form and attach the receipt.

  • If the expense is approved, the reimbursement will be included with your security-deposit refund.

  • AppFolio only allows us to send one payment to each tenants.

  • Your reimbursement will be sent to you when we refund your deposit

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Request Reimbursement

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HOW TO AVOID EXTRA CHARGES

  • Taking care of the home.

  • Repair damage you cause.

  • Clean spills and unusually dirty appliances.

  • Check out by 10:00 a.m.

  • Return all keys, remotes, passes,etc.

 

Guests are charged for damage, missing items, extra cleaning, late checkout, or community fines.

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HOW TO PAY RENT

  • Payments are due as listed in your guest agreement and in your AppFolio online portal.

  • All payments must be made through AppFolio. We do not accept payments at the office.

  • We do not have access to control tenant payments.

  • Tenant payments are 100% administered by tenants.

  • We cannot reverse payments you made.

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HOW TO PAY:

  1. Log in to AppFolio.

  2. Click Payments.

  3. Choose a bank account, debit card, or credit card.

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NSF

There is a $25 fee for returned items. This includes entering incorrect banking or debit card info when paying online. Please double check your account numbers before submitting your payments.​

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OVER PAID RENT & REFUNDS

If you pay too much, we will automatically issue a refund when we process your checkout. ​This is because AppFolio only allows us to issue a refund during the checkout. If you paid a large amount, and would prefer not to wait for your checkout, we can mail a check. We need to wait 10 days for the check to clear. The bookkeeper processes all check requests in a single batch once a week. Please allow another week for USPS mail. 

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Request a refund here

Stop payment request

 

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​AUTO-PAYMENTS

There's no reason to setup auto-pay. This is for long term rentals. If you scheduled auto-payments and cannot figure out how to correct this, since we cannot access your account, the only thing we can do is delete your login. This will cancel existing auto-payments and send you a link to create a new login. Please note: We cannot provide AppFolio tech-support because we cannot see what you see. 

Click to delete your login to cancel auto-payments

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​LABOR RATES

  • Tenant-caused repairs or extra work are billed at $89 per hour.​

  • Labor may include diagnosing the problem, picking up parts or supplies, making the repair, and cleaning up afterward.​

  • If you caused damage and would like us to repair it, submit a maintenance request through AppFolio and explain what happened.

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MAINTENANCE REQUESTS

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SAFETY & UTILITIES

  • If you smell gas call the gas company and get to a safe distance.

  • If there is a fire, call 911.

  • If the power or water is out in the entire home, call the utility company.

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NORMAL MAINTENANCE

  • ​​​​​​​​For normal maintenance, submit a maintenance request through AppFolio.

  • Please include a clear description and photos, when possible.

  • When we assign the work order to a vendor:

    • We will send them your contact info and approve the work

    • Text you their contact info so you can schedule a time that's convenient for you and them.

    • The property owners are not willing to pay for one of our maintenance techs to accompany the vendor, but you can if you are not available to let them in. Labor rates for a maintenance tech is $89/hour.  

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EMERGENCIES

  • For emergency maintenance, call us.

  • We don't see maintenance requests in AppFolio afterhours.

  • Examples include:

    • No air conditioning during very hot weather.​

    • A water leak that cannot be controlled.

    • No hot water.

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PET POLICY

All pets must be listed on the lease agreement.

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GENERAL PET RULES

  • Tenants are responsible for all pets that visit the home.

  • This is true even if the pet is only there for a short time.

  • Pets must be at least 1 year old and house-broken, when that applies.

  • Pets must be spayed or neutered.

  • Pets must be vaccinated.

  • Breeding is not allowed.

  • You must prevent odor, pests, stains, and damage.

  • You must pay for all pet-related cleaning, repairs, or damage.

  • Pet waste must be cleaned up daily, inside and outside.

  • Do not leave pet food or water outside if it attracts animals.

  • If a pet causes too much noise, pet permission may be removed.

  • Deceased pets may not be buried on the property.

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CATS

  • Cats must be allowed by the property’s pet policy.

  • The limit is 2 cats per home.

  • The litterbox must be cleaned daily.

  • If the home has a cat door, the cat must be able to use it.

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DOGS

  • The limit is 3 dogs per home.

  • Some dog breeds are not allowed.

  • This includes any mix with any amount of the breed.

  • Not allowed: Akita, Alaskan Malamute, American Bully, American Staffordshire Terrier, Cane Corso, Chow Chow, Dobermann, Husky, Mastiff, Pit Bull, Rottweiler, Wolfdog

  • Many homeowners insurance companies do not allow these breeds, so we take this seriously.

  • If the home has a dog door, the dog must be able to use it.

  • Dogs must be crated during maintenance if the tenant is not home to watch the dog.

  • Puppy pads are not allowed as the normal way to handle pet waste.

  • Dogs must be leashed and under control outside unless they are in a fully fenced backyard.

  • Dogs may not be tied up or left alone outside unless they are in a fully fenced backyard.

  • Service Animals or ESA are not considered pets. ​​

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SAFETY & EMERGENCIES

If there is a fire, danger, or medical emergency, call 911 first.

After you are safe, contact us if the home needs help.

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GAS SMELL OR GAS LEAK

If you smell gas, leave the home right away.

  • Go to a safe place.

  • Then call the gas company or 911.

  • Do not use phones, switches, flames, or anything that could make a spark while inside the home.

  • Do not try to find the leak yourself.​

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NATURAL GAS SAFETY

Signs of a gas leak may include:

  • Rotten egg smell

  • Hissing sound

  • Blowing dirt

  • Bubbling water

  • Dead plants

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CARBON MONOXIDE SAFETY

  • Carbon monoxide is very dangerous.

  • You cannot see it or smell it.

  • Test your carbon monoxide detector every month.

  • Change the batteries two times each year.

  • If the detector is missing or broken, send a maintenance request.

  • If people feel sick inside but better outside, call the gas company right away.

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SMOKE & CO DETECTORS

  • Test all smoke and carbon monoxide detectors every month.

  • Change the batteries at least two times each year.

  • Send a maintenance request if a detector is not working.

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PILOT LIGHTS

Call the gas company to light pilot lights.

They will check that it is safe.

  • The flame should be mostly blue.

  • If the flame is orange or yellow, call the gas company.

  • Keep flammable liquids far away.

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OXYGEN SAFETY

If you use oxygen, use it safely.

  • Tell the fire department and electric company.

  • Put up “Oxygen in Use” signs.

  • Keep oxygen away from flames and electrical items.

  • Never smoke near oxygen.

  • Store tanks the right way.

  • Check tubing for cracks or leaks.

  • Keep a working fire extinguisher nearby.

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OXYGEN CONCENTRATOR

Plug the concentrator into a grounded outlet.

  • Do not use extension cords.

  • Do not block airflow.

  • Do not put anything on top.

  • Test the alarm by unplugging it.

  • Clean and change filters as directed.

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OXYGEN TANK

  • Watch the oxygen gauge and flow level.

  • Adjust the flow with the control gauge.

  • Always keep backup oxygen stored safely.

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TEXT NOTIFICATIONS

  • ​Text messages come from AppFolio: 650.399.9664

  • This is a no-reply number. Do not reply to it.

  • Do not text STOP.

  • If you text STOP, it will block important messages like notifications when we dispatch a vendor and share their contact info, etc. 

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TO UNBLOCK TEXTS

  • Text START to 650.399.9664

  • You can also log in to AppFolio and change your mobile notification settings.

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UPLOAD FILE

  • Use the File Upload Form to send us documents, photos, receipts, or other requested files.

  • Please include your name, property address, and a brief description of the file.

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File Upload Form

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SUGGEST A TOPIC

Our goal is to provide you answer 24/7 without waiting on hold or for a call-back. 

 

​​If you didn't find what you are looking for, please suggest a topic:

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