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FAQ

Answers to common questions.

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Have a question? Contact us by phone or email. We will respond within 24 hours.

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Have a question? Shoot us an email — we respond quickly! For general inquiries, use the form on this page, or email us at poconovacations@icloud.com.

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Call or text 908-217-9676 for general inquiries. Detailed quotes are provided online only.

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Answers to common questions

We’ve compiled a list of answers to common questions. If you don’t see your question here, please contact us at poconovacations@icloud.com.

How can I avoid paying booking and service fees?

It’s simple: Book directly with us! Big listing sites such as Homeaway, VRBO, TripAdvisor/Flipkey, AirBnB and others charge up to 15% in “service” or booking fees, with little or no added value provided.

Booking with PMVP and paying by credit card provides virtually all the same protections provided when you book through a larger listing site, but at no charge!

 

What is the cancellation policy?

Please see our Terms & Conditions for our policies regarding cancellation, smoking, pets, minimum age and more. Contact us before booking if you have any questions.

Is the Arrowhead Lake gate card fee good for my entire stay?

Yes. The $25 fee is per vehicle. If you have overnight guests who bring in vehicles, they will also be required to pay this fee.

Can I check in early or check out late?

Yes, you may arrive and enjoy the community amenities any time on your scheduled arrival date and leave up to midnight on your scheduled departure date. However, access to the property for early check-in/late checkout must be requested in advance and may not be available due to outgoing/incoming rentals. There is a $10/hour fee to reserve early check-in/late checkout.

Our cleaning crews must have adequate time to clean the property before the next rental. Unreserved late checkouts will incur a fee of $25/half hour or part thereof. The fee will be deducted from your security deposit. 

I’m planning to arrive very late. Is that a problem?

You may arrive any time of day or night. The Arrowhead Lake Welcome Center is open for check in 24/7. 

Why isn’t the water coming on or there is no heat or hot water?

You must turn on utilities upon arrival. Please refer to the supplied house instructions for guidance.

Can I have guests during my stay?

Yes. Daily guests must pay amenities fees between Memorial Day weekend and Labor Day. Overnight guests must pay amenities fees during this time plus a $25 gate card fee. Amenities are optional at all other times.

An additional cleaning fee may be required for overnight guests. All guests must be reported. Guests and their vehicle information must be called in to the Welcome Center by the owner/property manager.

What household items are supplied?

Bring your own sheets and towels. Both cottages are equipped with comforters, blankets and pillows. The kitchens are well-stocked with equipment and basic pantry items; soaps and paper products are also provided. A detailed list of specific supplies will be included with your rental documents.

How do I dispose of garbage and recyclables?

All trash and recyclables must be taken to the trash center behind the Arrowhead Lake Welcome Center. A schedule of hours for the trash center is provided to you on arrival. Please consult house instructions for more details.

How long after my stay will my security deposit be refunded?

The length of time before your security deposit depends on whether you booked directly through Pocono Mountain Vacation Properties or through a travel website, and how your payment was made. Refunds are generally released anywhere from 3 days to 2 weeks from your departure date, but it may take up to 10 additional business days before the funds reach your account. If there is a claim against your deposit for damage, community fees/fines incurred during your stay, or failure to follow provided instructions for trash disposal, cleanup, etc., your deposit may be retained longer while the claim is being processed.

The following websites retain your security deposit or do not require one:

Flipkey: Security deposits are not released to the owner and refunds are automatically processed 7 days after departure unless a claim for damages/additional charges is filed within this time. If you have not received your refund or notice of a damage claim within 2 weeks after departure, please contact Flipkey customer service at 1-877-FLIPKEY.

AirBnB: AirBnB does not withhold security deposits. Claims for damages/additional charges must be filed by the property owner or manager within 48 hours. Claims through AirBnB may also be filed through the AirBnB resolutions center after this time.

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