Please see below for detailed answers to our most frequently asked questions from both potential renters, past renters and guests who are anticipating their Pocono getaway!
Before Placing My Reservation
1. How can I pay for my trip?
Whether you book online or over the phone with a booking agent, you can use any major debit/credit card such as Visa, MasterCard, Discover or American Express. Our main office is located in Brooklyn, New York. If you live close by or happen to be in the area, paying by cash is an option, as well.
2. How do I know this isn’t a scam?
Grand Leisure Travel has been serving the northeast, specifically the Pocono Mountains, for over 3 years. If you have any questions or concerns regarding any of our homes, our services or business practices, please refer to AirBnB or Yelp for a verified list of reviews from previous renters. You can also call our office and speak with a live booking agent at any point during your search!
3. How does the booking process work exactly?
Once you or a member of your party is ready to confirm your reservation, you can either book online through our main website, through one of our booking portals (HomeAway, FlipKey, AirBnB, Expedia) or over the phone with a booking agent. Once payment is processed you will receive three items: an automated receipt, a leasing contract/credit card authorization form and a confirmation email for your records. The leasing contract is electronic and must be signed within 24 hours of booking.
4. What is the cancellation policy?
You have 24 hours from the time of booking to cancel your reservation for a 95% refund. A 5% credit card surcharge fee will be deducted from the total. This is a fee assessed from the credit card company. If you would like to cancel after the 24-hour mark but before 40 days of check-in, you will receive 75% back. If you are cancelling your stay within 40 days of check-in, no refunds will be given. However, you may choose alternative dates so you don’t lose out on the trip!
5. When and how can I speak with a booking agent?
You can reach a live booking agent anytime between the hours of 9 am-7 pm Monday through Friday. To reach our main office line, please dial 718-303-0448 ext. 101. If you have questions over the weekend or on any major holiday and are unable to reach anyone by phone, please send an email to email@example.com and a booking agent will respond within 24 hours.
Once I Have Made My Reservation
1. How do I get into the house? Will someone be there to let me in?
The Monday before your stay, we will send you a welcome letter by email. This will have exact directions, house rules and most importantly, the code to get into the lock box which holds the keys inside. When you get to the home, you will see a lock box on the door. Simply enter the 4-digit code that is provided for you in the welcome letter and you will see 2 keys that you can use throughout your stay. When checking out, please lock the doors and place the keys back inside the lock box.
2. When is my balance due? How do I pay my balance?
If you did not pay in full at the time of booking, your balance is due 40 days prior to check-in. A booking agent will contact you on the day payment is due. You can either pay your balance using any major credit/debit card or by coming into our Brooklyn office and paying by cash. Moreover, if your balance is not paid in full within 40 days of check-in, your reservation is subject to being cancelled.
3. After booking, what information do I need to provide to you?
Once you have booked, a booking agent will send you a leasing contract as well as a confirmation email. We ask that you electronically sign your contract within 24 hours of booking. We also ask that you provide us with a picture of your photo ID (passport, license, military ID). This can be sent in direct response to the confirmation email. If the home you booked is in a gated community, we will also need the first and last names of the drivers who will be entering the community. We do NOT need their IDs- just first and last names.
4. What if there are issues once I get to the home?
In order to make sure your stay goes as planned, we have a property manager in the Poconos who is available 24/7 in the event that something goes wrong. She has an entire maintenance and cleaning crew that is easily accessible and able to head over in the case of an emergency. She is reachable by phone and email throughout your stay. Her contact information will be provided to you in your welcome letter.
5. Do I need to bring anything other than food and toiletries to the home?
Our homes come fully stocked with everything you need to enjoy your trip. From pots, pans, plates, bowls, utensils and glassware to linens, towels, toilet paper and firewood. However, if you plan on cooking several large meals and spending a lot of time in the home, we ask that you bring extra black garbage bags and paper towels. Otherwise, you’re all set!