FAQ 2017-06-28T18:28:41+00:00

Making Reservations

How do I make a reservation?

Just click Request to Book on the vacation home you’re interested in. We’ll let you know within 24 hours whether the dates are available. Then you confirm your reservation with a security deposit.

Note: Your reservation will not be held until you make the reservation payment. Prices are in US Dollars. The full balance is due 60 days prior to arrival.

Do the prices listed on the website include taxes?

No, the taxes are not calculated until you submit a booking request. Otherwise, the prices shown are just the nightly rate.

What is your cancellation policy?

Reservations may be cancelled up to 60 days prior to arrival or 90 days prior to arrival for special event periods (Winter WINELand, Valentine’s Day Weekend, Barrel Tasting Weekend, Passport Weekend, MLK Day, President’s Day, Memorial Day, July 4, Labor Day, Thanksgiving, Christmas and New Year’s). To cancel a reservation, please email [email protected] Include the booking reference number, which can be found in your reservation confirmation email.

What is the minimum stay?

Normally, there is a minimum 3-night booking requirement, but we are happy to consider requests for shorter bookings when availability permits. Please check with us. There is no maximum booking limit.

Understanding Fees

Will my security deposit be refunded?

Yes, in most cases your deposit will be fully refunded within 21 days of departure. However, any property damage will be withheld from your deposit, and a breakdown with receipts will be provided along with the balance of the deposit within 21 days of departure.

Are there extra charges for gas, electricity or water?

Normal utility usage is included in the rental price. Many of our countryside homes use propane gas, which is an expensive fuel. We have allocated $50 a day for propane use, which is more than enough for 99% of guests. We want you to fully enjoy all the property has to offer; however, please be advised that propane usage beyond the allocation will be added to your final bill.

Are the pools heated? Is there an extra fee? 

Pools are either solar, propane, electric, and/or sun heated. If auxiliary heat is available, pools are heated to approximately 82 degrees from mid-April to mid-September, depending on the climate. In the event auxiliary heat is needed during cooler seasons, there is a $200 initial heat-up fee and an additional $50 per day heating fee. All hot tubs are heated year-round as part of the daily reservation amount.

Knowing the Rules

Can we play sound systems outdoors? 

Outdoor sound systems are not allowed. According the Sonoma County Vacation Rental Performance Standards, “Outdoor amplified sound shall not be allowed at any time associated with a vacation rental unless specifically permitted by a Cultural or Special Event Permit, or Use Permit.”

Are pets allowed?

In general, pets are not allowed, but exceptions may be made to this rule depending on the particular rental home. Please contact us with special requests.

Is smoking permitted?

There is no smoking allowed inside our rental homes.

Checking In

When is check-in and checkout?

Check-in time is 3:00 pm and checkout is 11:00 am.

Depending on the rental’s reservation schedule, we may be able to accommodate special requests with prior arrangement.

How and when do I get the keys to the vacation home?

Three weeks before arrival you’ll received detailed access information.

Planning Your Stay

Are bed linens, towels and paper products included?

All our rental homes are well stocked with bedding, bath towels (and pool towels), toilet paper, paper towels, basic cleaning supplies and bath toiletries.

Is there firewood, coals and supplies for the fireplace and BBQ?

Yes, you will find tools and wood on-site.

What if I have questions about how to work something at the vacation home?

Each property has a Welcome Book with detailed information on how to use its amenities. And if you have any problems or questions, HBE staff is available 24/7.

Is there Internet access?

All our vacation rentals have Wi-Fi Internet access.

Is there parking?

There is off-street parking for up to four vehicles.

Entertaining Guests

Can we bring guests to the rental home?

Guests may visit you as many times as you like, whenever you like, without additional cost. However, for any overnight guests, you must make prior arrangements with HB Experience. Sonoma County regulations limit day guests to a maximum of six people above the max. overnight guests allowed.