Frequently Asked Questions:
Solterra Realty, Solterra Vacation Rentals, offers monthly, furnished rentals in Tucson and Oro Valley.
Q. How is my monthly rental rate calculated?
A. We apply a monthly rental rate based on a 30 night stay. Additional nights beyond 30 are calculated at the nightly rate. You may stay longer than 30 nights with us.
Q. May I request to "hold" a property without confirming my actual reservation?
A. Our properties allow online booking, reservations are offered on a first come first served basis. We offer our properties for monthly stays. Until and unless you have completed an online reservation and agreed to the Terms and Conditions, you do not have a confirmed reservation. Once you have completed reservation steps, the online calendar will automatically block those dates and our system will not allow other reservations for the same dates. You will receive a reservation number as a confirmation, once you have submitted your request online.
Q. How are the payments for my reservation processed?
A. When you place your reservation we will process a payment of $138. Sixty (60) days prior to arrival we will process 1/2 of the balance due for the stay. Thirty (30) days prior to arrival the remaining balance will be processed. At that time your reservation will be paid in full and all arrival instructions will be emailed to you directly.
Q. Which credit cards do you accept for reservation payments?
A. We accept Visa, MasterCard and Discover Card.
Q. Is there a shuttle service from the airport to my rental?
A. Yes. The Arizona Stage Coach offers local trips (as well as shuttles to Sky Harbor in Phoenix). The local line is (520) 889-1000. Toll free the number is (800) 888-2749. The service fee is paid by you directly to the provider of the service. You may also arrange for transportation through our Concierge Representative, Brittany Palma. Phone our office for more information and pricing for services.
There are rental car companies at the airport. We strongly recommend making your car reservations in advance during peak season. Off-site car rental companies tend to offer lower rates and will often provide free shuttle service to their off-site location.
Q. Where do I check in?
A. 30 days prior to your arrival we will issue your Welcome Letter. This is a very important document. It will come to you via email. The Welcome Letter will give you ALL of the information you need to arrive at the property where you have a confirmed reservation. It is important that you not only READ the Welcome Letter, but that you PRINT it out and take it with you when you travel.
Q. Why does February total my reservation as if it were 4 weeks and not the full month? Will you adjust the rate if I stay for one month to reflect the monthly rate offered on the information page?
A. Yes! We will adjust the rate to reflect the month-long stay. February is the only month on our calendar that is short. With the available software it is possible only to show 30 nights as one month. To correct that we make the adjustment at our end and offer the monthly rate for all of February.
Q. When will I know my address and phone number (if applicable), so I can give it to my family and friends?
A. For the security of our owners and other guests we do not give out property addresses until reservations are finalized and final payment has been received. After your final payment has been received, our system will email you with the property address, driving instructions, and other pertinent information about your vacation rental. (Not all properties offer a local phone line. Inquire when booking your stay).
Q. Do you have information regarding discounts for golfing?
A. Yes, we offer a link to go online at GolfNow.com for all of the information.
Q. Where can I rent bicycles?
A. Here are a few local companies that rent bicycles:
Did you know that Tucson is the number ONE Bike Town according to Outside Magazine?
Tucson is a cyclists' paradise!
Q. Where can I rent cribs and highchairs?
A. Please contact Travel Babees (877) 922-2337 or BabiesAway at (520) 615-9754.
Q. What if I arrive after 3:00 PM?
A. You may arrive any time after 3:00 PM. There will be a key box on the door of your rental. Prior to your arrival, we will email to you a code to open the key box; which will allow you access to your rental.
Q. Why am I charged a cleaning fee for my stay?
A. We professionally clean each property upon your departure. We find it necessary to have professionals clean after each guest in order to provide the highest in quality cleanliness. The furnished condo cleaning fee, for cleaning upon departure is $145. For our furnished rental homes and townhomes the cleaning fee ranges from $150 to $295, depending on the size of the home, for cleaning upon departure.
Q. Are the linens and towels included in the property I have reserved?
A. Yes! All of our properties are "turn key". That means you will need to bring only your personal items and edibles! All other items (paper products, cleaning supplies, bath soap, coffee filters, etc) are there for you.
Q. Do you offer maid service?
A. Your property will be professionally cleaned prior to your arrival, however, we may offer maid services for a fee. If you would like to have mid-stay cleaning, we will connect you with a cleaning crew that you may pay directly at the time the service is provided.
Q. If I depart early will I get a refund?
A. There are no refunds for early departure.
Q. How much notice do I have to give to cancel my reservation?
A. 60 days prior to arrival we must receive your written request to cancel. The non-refundable cancellation fee is $99.00 ($59 for the booking fee and $40 for the cancellation fee). Phone our office to speak to one of our representatives directly or send your request in writing via email. We will issue you a written notice of the cancellation as your confirmation. During your reservation process you will also have the option to OPT IN or OUT of the CSA Travel Trip Interruption Vacation Rental Insurance program. Information is below.
Q. What about Trip Insurance?
A. We offer CSA Trip Interruption Rental Insurance. You will find this option on the reservation request. Our system will prompt you to accept or decline the vacation rental insurance during the booking process. You may opt in or opt out.
CSA VACATION RENTAL INSURANCE- Why You Need To Buy
How many of us could afford to lose the non-refundable part of our trip if something unexpected happened? Your vacation investment is protected when you buy CSA Vacation Rental Insurance, which covers you for trip cancellation, delay, and interruption. Solterra Realty Company LLC has partnered with CSA Travel Protection to provide you with this important vacation rental insurance and we highly recommend that you purchase the protection to safeguard against the unexpected.
We all want the trip we have planned to be the vacation of our dreams. No one wants that dream to turn into a nightmare, but unexpected events can happen! Troubles can occur when you least anticipate them, illness...medical emergencies...delayed flights [snow storms] and other severe weather. Forcing you to cancel or interrupt your trip, lose your vacation investment, and incur unplanned expenses. During the reservation process you will have the opportunity to OPT IN or OPT OUT of the Vacation Rental Insurance Coverage Program.
Specific Coverage Questions? Call (866) 999-4018.
Q. Why is the Damage Waiver fee of $79 offered when I book my stay?
A. Accidental Damage/Security Waiver with a maximum coverage of $3000 is available for $79 or you may elect a security deposit of equivalent amount.
This coverage does not include lost or stolen door keys, pool keys (if applicable), garage remotes and gate cards (if applicable). The replacement cost for each item removed is $75 per item and will be charged to your credit card.
No additional fees will be charged given the following apply:
1. No deliberate damage is done to the Property or its contents, beyond normal wear and tear. All reports of damage are given to Agent, in writing prior to departure.
2. No additional charges are incurred due to approved pets.
3. No charges are incurred due to long distance/900# phone calls or Pay Per View movies.
4. No linens are lost or damaged.
5. All charges accrued during the stay are paid prior to departure.
6. All keys are left on the dining room table and the property is locked when you depart
7. Garage openers, pool keys, extra keys, gate cards, fitness center cards, passes & openers are left in Property at departure.
8. Ethernet, Modem, Router, Phone and Television cables are not removed.
9. Guest(s) does not violate any of the Terms & Conditions of this Agreement.
If damages EXCEED the Damage/Security waiver coverage of $3000, guest will be liable for the difference/excess.
SECURITY DEPOSIT Damage Waiver Fee:
Accidental Damages Waiver, $79 paid in lieu of placing $3000 as a refundable deposit for damages. The Damage Fee Waiver covers accidental damages for the contents of the property not to exceed $3000.
Q. Why is there a processing/booking fee of $59 for my reservation?
A. To offset the fees associated with credit card processing we have a fee applied. This enables us to keep our rental rates competitive and offer you the best service available in the industry.
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