Frequently Asked Questions
Private Home Collection
You’ll find answers to some of the most frequently asked questions here. Because our Private Home Collection properties are individually owned and features vary, the answers to most questions will depend on which property you’re inquiring about. If you have questions not answered here, please don’t hesitate to contact our guest service team using the chat service on our site. You may also text us at (786) 386-0410 or call (305) 853-5000.
What supplies are provided during my stay?
Your vacation home comes with a “Starter Pack,” which includes one backup roll of toilet paper per bathroom, one set of towels & bed linens, one single-use box of washing machine detergent, one roll of paper towels, two kitchen trash can bags, two tablets dishwashing machine soap, one small bottle liquid dish soap, and one set of bath amenities per full bath (shampoo, conditioner, bath gel, lotion, bar soap).
Can I have groceries delivered before we arrive?
Sorry, but you must be present at the time of delivery.
How do I connect to the Internet?
View your wireless networks, locate your vacation home, and click Connect. Your secure passkey code is provided in the Pre-Arrival Instruction email and on the base of the telephone inside the home.
How do I use the telephone?
All calls are free for unlimited local and long-distance calls. Please dial a 9 + 1 + Area Code + Number.
Where is the closest beach?
The properties in our Private Home Collection are situated throughout the Upper & Middle Keys so the nearest beach will depend upon the island location. To view the closest beach to your vacation home, visit our Local Beaches page in the Local Activities guide and select an island location, e.g., Key Largo, Islamorada, Duck Key, or Marathon.
Can I bring my pet or ESA?
Sorry, but pets, including Emotional Support Animals, are prohibited in the Private Home Collection properties. To discuss pet-friendly rental options, chat with an agent using the messenger feature on our website, text us at (786) 386-0410, or call our Guest Services team at (305) 853-5000.
Is smoking allowed?
Smoking and vaping are prohibited indoors. You are permitted to smoke on the porch/balcony of your vacation home; however, we ask that you be considerate of your neighbors and note that the smoke must not cause a disturbance to our neighbors. We may revoke your right to smoke onsite if there is a complaint. You must properly dispose of cigarette butts, do not toss them anywhere on property grounds. Smoking indoors or violating these rules will incur mandatory fees of up to $500.00 plus any damages.
Can I have visitors?
Unregistered guests and visitors exceeding the occupancy limits are prohibited. Occupancy limits vary depending on which home you have reserved. If you haven’t reached the maximum occupancy limit, you may contact us to register your visitors by texting us at (786) 386-0410 or calling (305) 853-5000.