Frequently Asked Questions

Pre-Arrival

When will we receive the check-in information?

Check-in information will be sent to you via email the day prior to your arrival. This information includes the home address, our check-in procedure, and a reminder that our standard check-in time is 4:00 pm.

How do we get the keys to the house?

House keys will be provided to you at check-in. Due to concerns about COVID-19, we will conduct your check-in remotely by phone call and go over important information about the home and your stay. We are happy to answer additional questions you may have at this time.

Can we check in early?

LPJH cannot guarantee an early check-in. We try our best to accommodate an early check-in request if we know you will arrive in Jackson before 4:00 pm, but this is not always possible. We will confirm your check-in time the day prior to your arrival. If you require an early check-in, please submit a request to reservations@luxurypropertiesjh.com to have an additional day added to the beginning of your stay.

Is mid-stay housekeeping included with the rental?

Mid-stay housekeeping is not included with your rental. If you would like to schedule housekeeping during your stay, please contact our reservations team (reservations@luxurypropertiesjh.com) prior to arriving in Jackson for pricing and availability.

Where can we find the address of the home?

The address of your vacation home is in the second paragraph of your rental agreement.

Where do I send my packages during my stay?

If you need to mail or order any items during your stay, please send all packages to:

(Your Name)
General Delivery
Jackson, Wyoming 83002

All packages, regardless of carrier, can be received by you at the Jackson Post Office located at 1070 Maple Way, Jackson, WY. Please bring a valid ID that matches the exact name on the package. Any packages received at the LPJH office on or after September 1st will be subject to a $30 handling fee. Packages that remain at the Post Office for more than 30 days will be returned to sender. LPJH is not responsible for misplaced, lost, or returned packages sent to the Post Office.

What is the bedding configuration?

Bedding configuration and other property specifics can also be found on the property brochure on the home’s property page on our website.

What supplies are included in the rental?

Please see our Home Set Up Guide document for a comprehensive list of what will be provided with your rental.

Who do I contact about concierge services?

Luxury Properties Jackson Hole also offers concierge services in partnership with KEY Concierge to elevate your Jackson Hole experience. Whether helping select a guided nature tour in Grand Teton National Park or a private chef to prepare dinner in the comfort of your home, our team and KEY have you covered. Request a personalized itinerary at luxurypropertiesjh.key.co, via email at jacksonhole@key.co, or by calling 307.206.9484.

What precautions are we taking with COVID?

The safety of our guests, our staff and our town is of the utmost importance to us. We are following CDC guidelines and spending additional time in each home to disinfect and sanitize. Whenever possible, we are providing guests a virtual assist option to avoid direct contact.

How common is air conditioning in Jackson Hole?

Air-conditioned homes are uncommon in Jackson Hole, since the region experiences short and relatively temperate summers. If a home represented by LPJH features air conditioning, you will find that information in the home’s property brochure. Please reach out to info@luxurypropertiesjh.com with any questions about climate control in Jackson Hole.

How common are swimming pools in Jackson Hole?

The Teton County Recreation Center houses Jackson Hole’s only public pool. LPJH does not have any arrangement with private pool clubs in the area, although rental of Granite Canyon 2 and Snow Ridge 3 feature private pool access. None of the homes in our current portfolio have on-property pools.

In-Home

Contact Information Sections – 911, On-Call Line, and Office Line

If you are experiencing a medical emergency, please call 911. If you are experiencing a home maintenance emergency, please call our on-call caretaking line at (307) 202-8266. If you have a question regarding your reservation or a home in our portfolio, please call (307) 200-2121 during our regular business hours of 9:00 AM to 5:00 PM, Mountain Time.

How do I schedule mid-stay housekeeping?

If you would like to schedule housekeeping during your stay, please contact our Housekeeping Manager (housekeeping@luxurypropertiesjh.com) prior to arriving in Jackson for pricing and availability.

How do I get more home supplies?

Our homes are stocked with back-up bins containing additional supplies, such as toilet paper and paper towels. If you use any of these supplies, we will document the used items upon your departure and deduct the cost from your security deposit.

Can we check out late?

LPJH cannot guarantee a late check-out. We try our best to accommodate a late check-out request on your departure date, but this is not always possible. Our standard check-out time is 10:00 AM. If you require a late check-out, please submit a request to reservations@luxurypropertiesjh.com to have an additional day added to the end of your stay.

Can you help us schedule activities?

LPJH has partnered with KEY Concierge to elevate your Jackson Hole experience. Please submit your activity requests to luxurypropertiesjh.key.co, via email at jacksonhole@key.co, or by calling (307) 206-9484.

How do I book my next stay with LPJH?

LPJH would love to invite you back for another authentic Jackson Hole experience. Please call us at (307) 200-2121 to speak with a reservationist or send an inquiry to reservations@luxurypropertiesjh.com.

I love Jackson Hole and want to stay here forever! Can you put us in touch with a real estate agent?

LPJH is pleased to work with The NeVille Group as our preferred real estate partner. Globally connected and locally respected, The NeVille Group is affiliated with Jackson Hole Real Estate Associates and Christie’s International Real Estate.

How do I leave a review?

If you booked through Vrbo, you will receive an email soliciting a review after your departure. However, we also welcome feedback on Google Reviews.

Home Setup
Post-Departure

When will I receive my security deposit return?

Pending any damages, you will receive your security deposit within 30 days of your departure. Our standard dates of refund are on the 1st and 15th of every month.

How will I know if there were any damages assessed to the home?

If our inspectors discover any damages at the home, you will be notified of a security deposit hold within 72 hours of your departure.

Can you forward my packages to me?

LPJH is unable to forward packages after guest departure. Any packages received after your departure date will be returned to sender.

Owner

How did a rental go at my house?

Expect a note from our Homeowner Relations Manager after your renter departs your house. If you have any additional questions, email ownersatisfaction@luxurypropertiesjh.com.

How do I gain access to the owner’s portal?

The link to the Owner’s Portal is at the upper right corner of our website. If you have not already received access to your Owner’s Portal page, please contact our Homeowner Relations Manager at ownersatisfaction@luxurypropertiesjh.com.

Where can I find my owner statement?

All statements are now uploaded to the Owner’s Portal.

When will my owner statement be updated?

Owner statements are typically updated on the first of second day of each month.

How do I place owner stays on my calendar?

Please view the Calendar tutorial video on Escapia’s Using the Owner Portal as the Owner page.

How do I view my house’s rental performance?

Please view the Booking Summary and Performance tutorial videos on Escapia’s Using the Owner Portal as the Owner page for more information on rental performance.

Where do I send my packages while I am out of town?

Please send your packages to:

3485 North Pines Way Suite 111
PO Box 4184
Wilson, WY 83014

We will deliver your packages to the house upon conducting regularly schedule work at the property.