Guest Services

Upon booking, 50% of your total stay will be due. The remaining 50% of your total will be due 90 days prior to your arrival date. Should you need to cancel within 48 hours of booking, you may do so without any penalty. Should you wish to cancel outside of 90 days prior to your arrival, you will be refunded half of your original 50% deposit (25% of the total stay). Should you book within 90 days of your stay, the full amount of your stay will be due upon booking. Payments are to be made by credit card only, but we are happy to split payments amongst more than one card if needed. We highly recommend acquiring travel insurance, which is offered at checkout through Rental Guardian.

Check-in time is at 4pm MST on the day of your arrival. Prior to your check-in, we will email or text you the door and garage codes for your stay. We kindly ask that guests reach out to us at least one week in advance to request an early check-in so our teams may better prepare for the day. We cannot guarantee a check-in earlier than 4pm but will work with our housekeeping and property management teams to accommodate your arrival as best we can.

We want to make your stay as comfortable and convenient as possible! Each of our rental homes is fully stocked with essential amenities, including fresh linens, hot tub towels, shampoo, conditioner, body wash, and hairdryers. You’ll also find kitchen essentials like dish soap, dish sponges, basic seasonings, cooking oil, trash bags, and paper towels. We provide detergent pods and dryer sheets in each laundry room as well. Should you need a rollaway bed at your rental property, it can be added to your stay for $150. 

Check-out time is at 10am MST on the day of your departure. We kindly ask that you ensure all doors and windows are closed and no trash is left outside, and our team is happy to take care of everything else! We ask that you honor the check-out time, as we often have guests arriving the same day and will need to flip the home in a timely manner. Should you need a later departure, a member of our team will need to approve your request. If you do not have approval from our team, you will be charged a late fee up to half the nightly rate. No late checkouts past noon will be permitted. 

We are happy to have a team member come by the home after check-in to show you around and go over general information. This can be especially helpful at our Alpine Peak Lodge property. We kindly ask that you reach out to us in advance and keep us updated on your arrival time so our teams may better plan for the day. We cannot guarantee check-ins before 4pm.

Each of our homes offer ski-in/ski-out access. This allows you to ski directly from each home onto the mountain and into the Big Sky Resort. Each home contains directions on the ski-in/ski-out access process in the welcome manual, but we are always happy to go over this information with you. We highly recommend downloading the Big Sky Resort app for all updates regarding lift statuses and grooming reports, as they own and operate all lifts! Alpine Lodge, Moose Lodge, and Elk Lodge all access the White Otter neighborhood connector lift when skiing out of the home, to the left. Timber Lodge does not require use of a lift to ski out of the property onto the Bozeman Trail. 

None of our homes are ADA certified. However, Alpine Peak Lodge is handicap accessible throughout most of the home. One king suite on the main level of this home offers a wheelchair accessible bathroom. This home also has an elevator connecting the main floor to the lower level. All of our properties do have at least one bedroom on the main level. Please contact us if you have specific questions!

Pets are not permitted in any of our rental homes, with the exception of disclosed service animals in accordance with applicable laws. Guests must notify our team in advance if they are bringing a service animal. Any unauthorized pets found in the home without prior approval from a member of our team will result in a $1,500 fine per pet. Guests will also be responsible for any additional cleaning fees or damages caused by the presence of an unauthorized pet. We appreciate your cooperation as we work to keep the properties safe for all guests!

Because of Montana’s naturally cool and refreshing climate — especially in the evenings — most homes and businesses in the area are not equipped with central air conditioning. While our homes do not have A/C, we provide plenty of fans and, in some cases, mobile cooling units to help keep things comfortable during the warmer days of summer. We always recommend slightly opening windows in the evenings. Rest assured, those crisp mountain nights make for perfect sleeping weather!

A one-time departure cleaning fee is automatically applied to each property and is included in your total at checkout. Cleaning fees vary based on the property. This departure cleaning fee does not include any additional housekeeping services during your stay. 

For an additional fee, a mid-stay clean or a tidy-up service can be added on to your rental reservation. Please reach out to us directly if you would like to add this service after booking. To ensure our housekeeping team’s availability, any additional housekeeping services must be scheduled at least one week prior to your arrival. 

You will be provided with our local property management team’s contact information prior to your arrival, along with the garage and door access codes. Should you encounter any issues during your stay or just have general questions about the property or broader Big Sky area, please don’t hesitate to reach out. For all emergencies, please call our team immediately! After-hours emergency issues include high priority items that cannot wait until the morning: heat, water, flooding, fire, and safety concerns.

Montana does encompass remote areas, and you will often be in places without service. There will be no cell service in the canyon between Big Sky and Bozeman! Please plan accordingly, especially when acquiring your driving directions. While we cannot speak on behalf of mobile service providers and their networks, we have found that all of our homes do have coverage to common networks, and wi-fi is provided for all guests.

Our teams will come by the rental property throughout your stay to collect any bagged garbage left in the garage. Please ensure all garbage is bagged and none is left outside, as to avoid wildlife encounters. PLEASE BE BEAR AWARE! Trash pickup will come by each property on Wednesdays. We kindly ask that guests do not block the dumpster so the truck can access it. Excessive refuse may be subject to an additional fee.