Frequently Asked Questions

We know you may have lots of questions about your vacation so we have compiled a list of common questions and answers that we hope will help you plan your time!

When can I check-in and when is check-out time?

Check-in time is 4pm and check-out is 10am. If possible, we will work to accommodate getting you in early or allowing a little extra time on the end of your stay, but we often have reservation restrictions preventing us from being as flexible as we would like. Please assume you will need to arrive or depart at the specified time unless you have heard directly from us.

How do I get keys to my property?

Our properties are equipped either with a lockbox near the front door of the unit or a smart lock with a code assigned specifically for your stay. You will receive two emails approximately three days before your arrival that provides you with your Access Information, directions, and a required Parking Pass template. You will need to print out both documents and bring them with you. You can proceed directly to your vacation home and gain access by using this information.

If your property has a lockbox, there will be one key in the lockbox that must remain in the box at all times. If you have a smart lock the code will work from 4 pm MST check-in day until 10 am MST check-out day. You will be emailed that code 2 days before your arrival.

What if I am arriving later than 4 pm?

Our pre-arrival access email will provide all you need to know to gain access to your home however late you arrive. Please put the address of your property in your phone GPS or use the printed directions sent in the access email. If you arrive after 5 pm and need assistance getting in, please email us with your name, property name, and unit number and we will get back to you as soon as possible.

What are the office hours for Journey West?

We are readily available from 9:00 am - 5:00 pm (Mountain Standard Time). Please email us at [email protected] and let us know how we can help you! If you have questions after hours that are not emergencies please email us and we will respond to your email the next business day. However, if there is an EMERGENCY after hours, please text us your property name and unit we will get right back to you.

What is your Cancellation Policy?

From the date of booking up to 5 days before arrival date – full refund minus 4% for fees. You are responsible for all nights reserved, regardless of the day of arrival or departure.
Travel Insurance; We strongly encourage you to purchase separate travel insurance as we hold strictly to our cancellation policy. Illness, weather, road closures, canceled flights, etc. are not cause for cancellation. As long as we are open to renting, your reservation stands, including COVID, within our cancellation policy dates. There are many options you can google to purchase travel insurance. Journey West does not offer insurance directly.

Can I bring my pet?

Unfortunately, no. Most Summit County Home Owner's Associations, as well as the owners of our homes, prohibit guests from bringing pets no matter how well behaved or cute they are. There is a $500 fine and or eviction for violation of this strictly enforced rule. Guests with Assistance Animals must provide legal documentation to us in advance of the reservation. Failure to do so will result in the fine and or eviction as mentioned before. In addition, you will be held financially responsible for any and all necessary extra cleaning expenses or damages incurred from the assistance animal.

Are the homes non-smoking?

Yes, all of our rental properties prohibit smoking tobacco or marijuana in the unit or on decks, balconies etc. There are fines of at least $500 for violation of this house/property rule.

Is there a cleaning fee for our homes?

Every rental has a one-time cleaning fee that is part of the reservation costs. The fee is for professional living wage employees and is based on the size of the property and the number of bedrooms and bathrooms in the unit.

What does Journey West provide?

We have set it up so that each home has pillows, sheets, blankets, and towels. Our rentals are also furnished with start-up supplies which include paper towels, trash bags, dishwasher pods, dish soap, a fresh sponge, toilet paper, tissue boxes, shampoo, body soap, and hand soap. If your home has a washer and dryer in the unit, we also provide laundry pods and dryer sheets for several loads. Depending on the length of your stay and how quickly you use your supplies, you may need to go to the local grocery store to purchase additional items.

Is there heat or air-conditioning in our vacation rentals?

All of our homes have heat.
Our vacation homes do not have air-conditioning as we live in an alpine environment and enjoy a summer average temperature of 73 degrees in the day and cozy cool evenings. There are fans located in each bedroom closet. 

How many cars can we bring to the home?

Each property has a specific number of cars allowed, with most having a 2-car limit. In the property description of the home, you choose you can find how many cars you will be permitted to have. In the drop-down tab of our website called PARKING GUIDE, under PLAN YOUR TRIP, you can find links to where to park additional cars. In your access email, you will be provided with a parking pass, for the number of cars you can have, to print out and bring with you.

Please note: ALL cars must be removed from the property at check-out time for housekeeping and the next round of guests to use. No exceptions.

Is there any construction in the area?

We are not able to predict or control construction in the area. We are sorry for any inconvenience if construction does happen near your rental during your stay, but we are not able to relocate or refund your reservation.