How does payment work?
We charge 25% at booking confirmation. The remaining 75% is charged automatically 7 days before your check-in date. All major credit cards accepted. TrustFirst MGMT will show up as the merchant of record on your bank statement.
What's your cancellation policy?
Full refund if you cancel at least 14 days before arrival. Cancellations within 14 days of check-in are charged a 50% cancellation fee.
What time is check-in and check-out?
Check-in: 4:00 PM • Check-out: 10:00 AM. Early check-in and late check-out can be requested through your Guest Portal — fees and availability vary by property.
What is the Guest Portal?
Every TrustFirst booking includes a personalized Guest Portal — your one-stop hub for your entire stay. Inside, you'll find:
- Smart lock control — unlock, lock, and check the status of the property from your phone
- Local recommendations — restaurants, activities, and hidden gems curated by hosts who know the area
- Property details — WiFi, appliance instructions, parking, trash days, everything you need
- Frequently asked questions — property-specific Q&A
- Stay requests — submit early check-in, late check-out, pool heating, and other add-ons directly
Most things you'd ever message us about are already in the portal — but our team is one tap away when you need us.
Is there a security deposit?
Yes. During your Guest Portal verification (required to finalize your reservation), you'll choose one of two options:
- Refundable Security Deposit ($500) — held during your stay, refunded after checkout assuming no damage
- Damage Waiver ($20/night, max $150) — non-refundable, covers up to $500 in accidental damage with no card hold
Most guests prefer the Damage Waiver — typically cheaper for longer stays, and no money tied up on your card. Full Damage Waiver terms are shown in your portal.
When will I receive my check-in code?
After you complete your Guest Portal verification (including the security deposit / damage waiver selection). Verification is mandatory before we release access codes on the day of your arrival — timing depends on when you finish.
How do I check in? Do I meet someone?
Self check-in via smart lock — no keys, no meeting strangers. Your unique code arrives through the Guest Portal once your verification is complete.
How fast do you respond to messages?
Within 10 minutes during business hours. After hours, urgent issues (lockouts, no AC, no hot water, safety concerns) reach our on-call team within minutes via emergency line.
What happens if something breaks or doesn't work?
Message us directly. Minor issues are resolved same-day. For major issues — no AC, no hot water, no WiFi — we typically have a vendor en route within hours and keep you updated throughout.
Do I talk to a real person or a bot?
Real person. Every time. We use AI to help us respond faster, but every guest message is reviewed by a human team member who knows your specific property.
What's included in every TrustFirst home?
Every property meets the same baseline: hotel-quality linens and towels, fully stocked kitchen essentials (including coffee), shampoo / conditioner / body wash in refillable dispensers, starter paper goods, smart TVs, and high-speed WiFi. The complete amenities list is documented on each property page — no surprises at arrival.
Are properties cleaned to a specific standard?
Yes. We hand-pick every cleaner and inspect every clean against a 50+ point checklist with photo verification before each guest arrives. If anything is off at arrival, message us immediately — we'll fix it within hours.
What does the Damage Waiver cover?
Up to $500 in accidental damage during your stay, including:
- Furniture and fixtures — minor scratches, scuffs, or stains on furniture, flooring, or walls
- Household items — accidental breakage of kitchenware, lamps, or other items
- Linens and towels — damage beyond normal wear and tear
What it does NOT cover:
- Intentional damage or gross negligence
- Damage from unauthorized activities (smoking indoors, parties or events, illegal activity)
- Excessive cleaning beyond reasonable use
- Pet damage to furniture, walls, or doors
- Loss or theft of property items (electronics, décor, personal belongings)
- Unreported damages discovered after checkout
Report any damage through your Guest Portal or text us right away — coverage requires honest, timely reporting.
Are pets allowed?
Depends on the property. Pet-friendly listings are clearly marked with pet fees and limits. If a property isn't marked pet-friendly, pets aren't permitted — no exceptions (we respect allergy-sensitive future guests).
Are parties or events allowed?
No parties, events, or unregistered guests beyond your booked headcount. Violations result in immediate termination of stay without refund.
Why book direct instead of through Airbnb or VRBO?
Same property, same standards, but you get:
- Lower total fees — no platform service charges
- Your choice of Security Deposit or Damage Waiver — not a forced platform fee
- More personal welcome — we know exactly who's staying with us
