If I have questions during my stay, who do I call?

If you have any questions or concerns during your stay you may call the office 7 days a week at (509) 415-3505. Office hours are 9am to 5pm and after hours calls are directed to our answering service. The guest information binder should answer most of the questions you may have about the vacation rental property. If you have questions outside of business hours our answering service will assist you and alert us if it’s an issue that needs immediate attention. You can also email us at [email protected]

How do I make a reservation? Is it secure?

Booking a vacation rental with Windermere Vacation Rentals is a fast, easy, and secure process. Guests can view photos and amenities of each rental to find a home to fit their specific needs and vacation desires prior to booking. Reservations can be made 24 hours a day, 7 days a week online at rentchelan.com or by calling one of our friendly vacation planners during business hours (9am-5pm) at (509) 415-3505.

Can I make reservations at the last minute?

Reservations can be made online up to 24 hours before check-in (5pm). For reservations outside of this time frame please contact one of our vacation planners by phone (509) 415-3505 to check availability.

How long are the minimum stay requirements?

Depending on the property, and the season, the minimum typically ranges from 3 to 7 days. Please speak with a vacation planner to shorten or lengthen your stay. During peak season, check-in days will vary from property to property so be sure to check the calendar.

Do you have occupancy limits?

Yes. The occupancy is based on the number of individuals the property sleeps. The maximum occupancy will be listed on the property page. This is generally 2 persons per bed (queen/king), 1 persons per bed (twin/full). The City and County have regulations in regards to maximum occupants in vacation homes and we must hold to their guidelines. If any extra guests are found to be on the premises after 9pm, they may be subject to eviction. Please see the property description or the sign posted at or near the front door to determine the maximum number of guests allowed in the home.

Can we have guests over during our stay?

The rental rates are based on a set number of occupants. Our homes are personal residences and extra occupants can cause greater wear and tear to the home, water/power and product use, and can over tax homes on septic systems. As a general rule, you may have up to 4 guests visit during the day, however they must depart no later than 9pm. Many of our homes are in quiet neighborhoods so please note that our rental agreement includes provisions against excessive noise, and a strict “no party” policy. Please let us know before booking if you have any questions or concerns about this policy and/or our rental agreement before booking.

Do you charge for additional persons?

Each property has a rental rate that includes all guests within the maximum occupancy (occupancy is listed on the property page). If additional guests are approved for your reservation a charge of $45.00 per night will be assessed to the credit card on file. Guests below age 5 will most times be exempt. Some properties are located inside developments where the HOA rules strictly prohibit ANY extra occupants, Please call to make sure extra guests are allowed at the property you desire before making the reservation.

Do you have age requirements to rent a vacation rental?

The minimum age requirement to rent a property through Windermere Vacation Rental is 25 years of age.

Can I bring my pet?

A few of our properties do allow pets. Please see the specific property listing to confirm if the property is pet friendly. A pet fee of $25.00 per pet, per night, will be applied for all pre-approved pets. In homes that do not allow pets, a $500 fine will be assessed for any unauthorized pets on the premises. Keep in mind some owners are allergic to animal fur, or have pets of their own that may want to re-mark their territory. This is a strict rule, please do not bring any unauthorized pets to avoid any further charges.

Do you charge a cleaning fee?

Yes. Cleaning fees are determined by the size of the home, the number of beds/baths, and the total hours it takes to fully prepare the property for your guest stay.

Is there daily or mid-stay housekeeping services available?

Should you require a cleaning service mid-stay or daily, the service is may be available for an additional fee depending on the services you request. Please speak to your vacation planner at (509) 415-3505, or send an email to [email protected]

If I wanted special items to be in my home upon arrival would this be possible?

Yes. We will do our best to accommodate your requests. Please contact us for delivery pricing at (509) 415-3505


How do I check in to my vacation rental?

Once your reservation has been confirmed, you have signed the rental agreement that includes your guest list, and your reservation is paid in full, you will be given all you need to check in including access codes to the property. You should receive this information via email or you can download the Hospitality app to view this information.

What time can we check-in?

Check-in time is 5pm. We will do our best to give you early access to the property whenever possible. To ensure a positive guest experience, your property must be fully cleaned, restocked, and inspected prior to your arrival. In the event that these conditions are met prior to 5pm, you will be notified via email that you can check-in early. In the peak season, mainly during the Summer months, early check-in is not likely as it is probable that a guest has checked out of the property the same day.

What time must we check-out?

Check-out time is 11am. A late check out may be available for an additional fee if the property is not booked again the same day. If another reservation is coming the same day, 11am is a firm deadline.

What is supplied in the home?
• Freshly laundered and sanitized linens.
• Bath towel sets (one set per guest,which include bath towels, hand towels and washcloths).
• All of our vacation rentals will have a stocked kitchen with basic cookware, dinnerware and flatware.
• A supply kit to aid you in your guest stay including dish soap, laundry detergent, sponge, garbage bags, hotel-style bath toiletries, paper towels and toilet paper.
• BBQ with an extra complimentary propane tank.
• 1 blow dryer
• Iron and ironing board
Please note:  Beach towels, baggies, foil, spices, etc. may not be included in the rental.  Please reference your specific property for a list of all amenities.
Do all of your vacation rentals have a washer and dryer onsite?
The majority of our properties do have a washer and dryer onsite.  For more information on the amenities provided, please review the full amenities list for the property you are interested in.
Do your vacation rentals have wireless internet?
The majority of Windermere Vacations properties come equipped with complimentary WiFi. However, there are some properties due to their location that are unable to maintain a consistent wireless connection (some properties do not have access to land line or fiber internet and require satellite internet, this is the most common cause of spotty connections). Please reference the property page for more internet information.
Is there Air Conditioning in the home?
Most of the properties in our inventory are air conditioned.  Be sure to check the property amenity list to confirm that the property you are interested in does have AC.
Do you provide cribs or high chairs?
Our properties do not provide cribs and high chairs.  We encourage our guests to bring these items to ensure the safety and comfort of their child.
Is smoking allowed?
All of our properties are non-smoking.
Is there a maximum amount of vehicles allowed on the property?
The number of parking spaces available is property specific.  Please reference the property page for parking information.  Windermere Vacations does not charge a fee for parking.  Some HOA have very strict parking rules, Please review your property information upon arrival to make sure you are in compliance with the rules for that home and HOA.
What is the cancellation policy?
All cancellations must be made in writing as soon as possible. It is the Renting Party’s responsibility to verify receipt by Windermere Vacation Rentals Lake Chelan. The Cancellation Policy is subject to change – please be sure to contact us as soon as you know you may need to cancel.  In the event of a cancellation, the following fees shall apply:
• The fee for cancellations received more than 90 days prior to arrival date is 25 % of the total rental amount.
• The fee for cancellations received less than 90 days prior to arrival date is 50% of the total rental amount.
• The fee for cancellations received less than 60 days prior to arrival date is 75% of the total rental amount.
• The fee for cancellations received less than 30 days prior to arrival date is 100% of the total rental amount.
In the event of a cancellation, we will attempt to re-rent the property immediately.  If we are able to re-rent the property for each day that was reserved/canceled at the same rate, the cancellation fee will only be 15% regardless of when the cancellation notice is received.  There will be no prorations allowed, if for example, you reserve a full week at $400/night and we are only able to re-rent 4 nights at $400/night.  There are no refunds nor prorations for early departures, delayed arrivals, inclement weather, air quality or reduction in the number of nights reserved for any reason.
In the event of a cancellation, 100% of supplementary (non-rent) charges such as departure cleaning, damage waivers, or security deposits, and pet fees will be refunded regardless of when you cancel your reservation as long as occupancy has not occurred.  Any booking fees charged will be retained for all cancellations.
Peak season lodging is often reserved far in advance. When your booking is confirmed, the property and dates you have selected are no longer available to other potential renters and they will secure a different property. If your reservation is canceled, the feasibility of obtaining an equivalent booking is thereby significantly reduced.
What is the payment policy?
Your property is reserved with a 25% down payment.  This payment is applied to the total cost of the reservation.  The full balance of the reservation is due 90 days prior to arrival. If your reservation is made within 90 days of your arrival, the balance is due in full at the time the reservation is made.
How can I pay for my reservation?
Our online reservation system accepts most major credit cards including Visa, MasterCard and Discover.  For additional payment methods please contact a Windermere Vacation planner.
When is my final payment due?
The full balance of the reservation is due 90 days prior to arrival. If your reservation is made within 90 days of your arrival, the balance is due in full at the time the reservation is made.
Do I have to pay taxes when booking a vacation rental?
Yes, the appropriate sales tax for the area your property is located in will be applied to your booking.
What is the lodging tax?
In addition to the sales tax there is a 3% tax added to the rental value of your reservation.  The lodging tax, also referred to as the hotel-motel tax, is a consumer tax on lodging charges for periods of less than 30 consecutive days for hotels, motels, rooming houses, private campgrounds, RV parks, and similar facilities.
Chelan County is committed to supporting existing projects and events and developing new initiatives that make an economic difference.  Lodging Tax funds generated in unincorporated Chelan County have been made available for this purpose.
What if we are interested in owning a vacation property? 
Windermere Real Estate Lake Chelan is the trusted and experienced choice when looking for an investment property in the Lake Chelan valley.  As a partner with Windermere Vacations, every broker has access to our knowledge in identifying and preparing a vacation property for success.
Lake Chelan is Washington’s premiere vacation playground.  Visit our Guests page to see a list of some of our favorite activities, from a day at Slidewaters to a scenic hike.
Where can I get more information about Chelan? 
Our local Chamber of Commerce is a great resource for information about the Lake Chelan Valley.  Visit their interactive website or the new state of the art Visitor’s Center on main street during your vacation stay.
Lake Chelan Chamber of Commerce
PO Box 216 | 216 East Woodin Avenue
Chelan, WA 98816
509-682-3503 |www.lakechelan.com