Hello Past and Future Guests,
We always try to work with our guests in all types of situations but we do have a firm cancellation policy that is as follows:
- If outside of 60 Days, 100% Refund. Just request and make sure you get confirmed acknowledgement
- Within 60 days officially we have a NO refund policy. The only part of your payment that is required to refund is your deposit if you had one. If you inform us you would like to cancel within the 60 days, we will work to rebook the home. If we are successful in rebooking the home, we will refund you up to the full amount (depending on what price we get). We can’t be responsible for VRBO or Airbnb fees if they don’t refund. We have no interest in obtaining rent twice and will do what we can to make this happen. The more time you give us, the better.
During the popular times of the year, we do maintain a wait list which we will reach out to first.
In the event of something like a fire that prevents the use of the house or a forced evacuation happens while you are there, we will refund you for any portion of your stay you were not able to use.
COVID: Please assume that the COVID 19 virus will be with us through 2021. With or without COVID, this is likely to be one of the best places to be with the fresh air and open areas. Please do not ask to cancel at the last minute due to COVID still being around or a case developing in your family/group. 60 days will be enforced.
WATER LEVEL: Shasta is a reservoir and we do not and can not control the level of the lake. Normally the lake is the highest in late May and the lowest in November. Rainfall the winter before will determine the starting point. For 2021, we have had light rainfall. Please assume the lake will be lower than the past several years as a result. Lake level is not a valid cancelation within the 60 day window. Please note that we try to provide information on the water level and photos of it in this state. See our Lake Level Page for more information and photos.
SMOKE: Please understand that all of California in recent years have had bad forest fires. Please assume that during the months of August through October, we are likely to have fires that can blow smoke into the Shasta Lake area. If you have sensitive members of your group or have no interest in staying at the lake with some smoke or haze in the area, please avoid this time of the year. With the light rain of the past year, the fires might happen in June or July in 2021. Please do not ask us to cancel and refund at the last moment for reasons of smoke/haze at we will hold to the 60 day rule.
POWER FAILURES: 3-5 times a year we lose power at the homes. This might be for an hour or a few/several days. If a power failure happens during your stay and we don’t have a back up power system in place we will consider a partial or full refund for the days you have been impacted. If you have a medical condition requiring power at all times, you should not stay in our homes.
Again, we will work with you to find a new guest if you need to cancel, but the more time you give us, the better opportunity for us to fill the home and be in a position to provide a full or particle refund. Please understand our preference is always to be able to refund you money via a rebooking but it is not fair to our family if you cancel a period of time that many other families wanted but you provide us too little time to find a new interested renter.
If you have any questions, please let us know.
Please stay safe.