- If a guest cancels and provides 15 days or more notice before their reservation is set to begin (i.e. not including check in day) – they are eligible to get a full refund of the nightly rate, the cleaning fee and pet fee (if applicable). Rescheduling is allowed at no cost during this time-period.
- If a guest cancels within 14 days or less notice before their reservation is set to begin – they will be refunded only the cleaning fee and pet fee (if applicable). This includes reservations that were made within 14 days of their check in date. Rescheduling is not allowed during this time period. If guests are unable to attend, they may gift their existing reservation to a responsible friend or family member at no charge.
- For winter months on Mt. Lemmon (October – April): Weather can change very quickly. Please check the weather in advance and prepare for cold and snow. If you are planning on driving up during this time, you must have 4-wheel drive or snow chains to be adequately prepared. During winter months – if Catalina Highway is open for residents and you are not granted access up the mountain because you do not have 4-wheel drive or snow chains, you are not eligible for a refund of the nightly rate. This is considered the same as canceling with 14 days or less notice. Please plan accordingly for winter travel.
Frequently Asked Questions
Do guests get a refund of the cleaning fee?
The cleaning fee is refunded if the guest cancels before check-in.
How long does it take to get a refund?
We send refunds immediately upon cancellation and they usually show up within 3-5 days, but sometimes it takes as long as 15 days before they reflect on the original payment method. In some countries, such as Brazil and India, it can take up to 2 months for the refund to arrive.
What is the security deposit? The security deposit is an authorization only on your credit card that protects us if the cabin is damaged.