These detailed FAQs aim to provide comprehensive information to enhance your experience with New England Vacation Rentals. If you have specific inquiries, please reach out to us.

Why are there two New England Vacation Rental offices in Chatham and Sandwich?

Each office manages properties in specific regions for optimized service.

  • Chatham Office: Covers areas east of Hyannis, including Yarmouth, Dennis, Harwich, Brewster, Chatham, Eastham, Orleans.
  • Sandwich Office: Manages properties in Hyannis, Barnstable, Centerville, Osterville, Marston Mills, Mashpee, Cotuit, Sandwich, Sagamore, Bourne, and Pocasset.

How to contact us:

  • Chatham Office: 1455 Main St., Chatham, MA 02633 | 508-432-0900
  • Sandwich Office: 133 N. Shore Blvd., E. Sandwich, MA 02537 | 508-888-4998
  • Office Hours: Mon-Sat 9am-5pm (closed for major holidays, emergency services available).
  • Email: Bookings@newenglandvacationrentals.com (strongly encouraged for faster responses).

We do close for major holidays but have emergency services available if during your reservation period.

Except for summer weeks, we frequently work remotely and/or are “in the field”. Subsequently during Office hours we may not physically be in the office. 

Our small but efficient staff is not always able to answer the phone. We may be helping someone else, we may be in staff or client meetings, we may be driving between home visits, there are many possibilities! We strongly encourage email for all communication. We respond quickly if you leave a detailed message with our voice messaging system or call answering service. Please provide your name, email, and phone number, as well as the reason for your call. More information helps us to respond faster and more accurately!

How do I book a reservation?

Can NEVR help me select a vacation rental?

Absolutely. Email us at bookings@newenglandvacationrentals.com or call us during business hours for personalized assistance.

What are your reservation restrictions and minimum stays?

  • Reservation Restrictions and Minimum Stays:
      • Summer: Minimum 7-night stay (Chatham: Fri-Fri, Sandwich: Sat-Sat).
      • Spring/Fall: Minimum 3-night stay, flexible arrival/departure days.
      • Winter: Limited availability, akin to Spring/Fall.

Is there a minimum age requirement? 

Yes, our guests must be 25+ or accompanied by a parent/guardian; ID required.

How is payment collected? Do I have to pay it all at once? 

  • We accept Visa, Mastercard, or American Express.
  • Total balance due 60 days before arrival.
  • For reservations booked in advance of 60 days, a 50% deposit is due at the time of booking with the remaining 50% due 60 days prior to arrival.

What additional fees are there?

  • Processing fee
  • Non-refundable damage waiver
  • State and local taxes (14.45% for short-term occupancy rentals)
  • Dog fee: $25 per night, per dog (for designated pet-friendly properties)
  • Optional:
    • Linen Rentals
    • Trip Insurance (variable cost added to reservation total)

What is your pet policy? 

  • NEVR offers Dog-Friendly homes on Cape Cod, but does not accept cats or other animals.
  • To book with a dog, check the corresponding box during reservation or inform us to add the dog fee.
  • Some properties allow multiple dogs with approval; larger dogs may require owner approval.
  • A Pet Registration Form will be sent upon booking.
  • Pet fee covers cleaning; guests are responsible for pet damage.
  • Homes not labeled as Dog Friendly have a strict No Pets Policy, including cats. See Pet Policy for details.
  • View our Dog-Friendly Homes here.

Is there a cleaning fee?

Most homes include the cleaning fee in the rental rate, which contributes to the 3-night minimum stay during off-seasons. However, some homes list the fee separately.

Do I have to pay a security deposit? 

We offer a modest non-refundable damage waiver. Your credit card is securely held on file for any damages or additional charges, with prior notification before any charges are made.

Already Have a Reservation?

For assistance: Reply to reservation emails, email us at Bookings@newenglandvacationrentals.com or call during business hours.

Guest Portal:  Almost all the information you could need, information pertaining to your rental property, amenities, reservation details, and more, can be found via your Happy Stays Guest Portal (accessed through Happy Stays). 

All guests are highly encouraged to review our Reservations Policy

Can I switch homes after I have already booked?

Once you have confirmed a booking with NEVR you have booked a particular home owned by an individual owner. Switching homes requires canceling and is not permitted.

I booked through a third-party advertising site and was charged an extra fee. Can I cancel and book directly with NEVR?

Our Cape Cod Vacation Rental Homes are listed on various third-party advertising sites such as VRBO, Airbnb, Booking.com, and others. Unfortunately, you cannot cancel your reservation on these sites to book directly with NEVR. These online travel sites impose additional booking fees which we cannot discount or waive. For inquiries regarding these extra booking fees, please reach out to the third-party site directly.

Cancellation Policy:

Have you booked in advance with a 50% Deposit?

For reservations booked more than 60 in advance, New England Vacation Rentals only requires a 50% deposit. While this amount is NOT refundable, if you notify us of your intent to cancel before the balance is due, we will not charge the remainder. Essentially this is a 50% refund on the total cost of booking.

Have you paid in full?

Our policy is firm. At 60 days or less to your arrival the total balance must be paid and it is non-refundable.

If you are still considering a possible cancellation, here are your options:

  1. You can use the reservation or gift it to family and or friends (as it is).  Only once the reservation is paid in full can it be transferred.  Please report all changes to us via email.
  2. We can move your reservation to a later date at the same property, within the same calendar year, based on the home’s availability. A change order fee will apply and if the alternate week has a higher rate you will be responsible for the difference in the rate and taxes. Your second installment payment date will remain the same as your original reservation regardless of what week you choose.
  • New England Vacation Rentals is not responsible for health, travel, weather conditions, or world related issues (which may include absence of water, electricity, heat, or air conditioning), and any other “Act of God” circumstances. 
  • New England Vacation Rentals cannot predict construction plans in the area and therefore cannot be responsible for any construction or traffic that may be occurring near one of our properties. Guest will not be offered any compensation/refund or moves to other properties.  

Cleaning Issues and Property Expectations:

Ensuring cleanliness is our top priority for your Cape Cod Vacation Rental Home. Each home has its own independent cleaner chosen by the owner, whose contact information will be provided onsite. If you encounter any cleanliness issues, please follow the provided instructions by contacting the cleaner within 24 hours of arrival for a complimentary revisit.

We rely on your feedback to address any problems promptly. Expect a standard of cleanliness akin to a hotel. Upon departure, you’ll receive a Check Out list outlining tasks for maintaining the property’s readiness for the next guest, primarily focusing on cleaning kitchen items and returning them to their places.

Check-In/Out and Home Details:

All of our homes have keyless entry so you can go directly to your home.  We will email you about 3 days prior to your arrival with directions and check in instructions. It will also be available on the Guest Portal at that time.

  • Check-in: After 4pm. If your home is ready earlier we will email/text you.  Please do not go to the home before 4pm without permission from our NEVR office.
  • Check-out: By 10am. Late check-outs are not offered during peak summer weeks.

What are Maximum Occupancy Limits?

The occupancy limit is set by each Cape Cod town and is a number that cannot be legally exceeded. All persons are counted, including infants.

Home Amenities and Utilities:

  • Each home is unique; check amenities on the property listing.
  • Guest Welcome Bag provided; beach chairs availability not guaranteed.

Are linens included? What bedding and towels do I need?  

  • See the full Linens FAQs list below.

What does my home come with?  

Each Cape Cod home is unique and privately owned. Our homeowners are provided with a specific “standard set up list” to equip the rental homes with proper furniture, beds, and equipment, such as kitchen items such as pots & pans, dish wear, eating utensils, and appliances. Check the amenities tab on the individual property page for complete details.  Note that each vacation rental home is individually owned and amenities may vary.

With all NEVR properties, we think of the little things to make your vacation special. Compliments of our homeowners, most homes offer a Guest Welcome Bag containing a starter amount of supplies for your stay – toilet paper, paper towels, trash bags, a sponge, bar soap, dish soap, dishwasher detergent, and laundry detergent. A few locally sourced snacks are included as well (subject to change based marketplace availability).

Do I need beach chairs? 

Beach chairs are often available at our homes. We start every season with a documented number at each property. However, beach chairs get a lot of use, and guests do leave them at the beach or take them home in error.  We cannot guarantee the quantity or the shape they will be in for your stay.  Our suggestion is to bring some from home or purchase locally from our many “beach” supply stores.

Does a beach pass come with my house?  

You’ll need a beach parking permit to park a vehicle at any public beach. You do not need a pass to use the beach itself. The requirements vary by town. Please visit the town website (for the town in which the desired beach is located) to inquire about a beach parking permit.

If the property offers a fireplace, can I use it?

Fireplaces should not be used unless given permission AND instructions for use is provided in the Online Property User Guide.

Where do I find the Wi-Fi password? 

All of our NEVR Cape Cod Vacation Rental homes have free WiFi and the password will be provided in your check in instructions and Online Property Guide.

What TV is available?

TV service varies by individual home. Many (but not all) offer basic cable and almost all provide access to streaming services (such as Youtube TV, FuboTV, etc.). Many of the TVs in our homes are Smart TVs – remember to bring your personal passwords so you can enjoy your shows while on vacation!  The type of service will be listed on the NEVR individual property listing and in the Property User Guide.

Is there trash pick-up?

Yes and the trash company information will be provided in your check in instructions and the online Property User Guide. 

  • All trash must be “bagged” before being placed in the outside storage containers. 
  • If trash is loose in the containers or bagged trash does not fit in the containers, it will not be picked up by the trash company. 
  • If NEVR has to come and clean up extra trash left behind – there will be an additional charge starting at $75 and will be billed to your credit card on file.

10-Step Departure Checklist:

  1. Tidy up the home before leaving.
  2. Run the dishwasher early to ensure it can be unloaded before departure, or wash dishes manually if there’s no dishwasher.
  3. Return all furniture to its original position.
  4. Empty the fridge and cupboards of all food items.
  5. Dispose of bagged trash in designated containers and place them appropriately for pick-up if it’s collection day.
  6. Turn off all interior and exterior lights and lock windows. Close shades.
  7. Close outdoor umbrellas to prevent damage; you may be liable for broken umbrellas left open.
  8. Clean the outdoor grill, return grill tools, and replace the grill cover if provided.
  9. Strip beds of linens and remake them with original bedcovers. If linens were rented, place them back in the waterproof bags provided and leave them outside the entry door.
  10. Conduct a final walkthrough of the home, checking closets, bedside tables, drawers, bathrooms, and outdoor areas for personal items, including under the bed and in the outdoor shower.

Linen Rental Q&A

What linens are included in the rental homes?

  • All rental homes come with waterproof mattress covers, coverlets, blankets, and pillows. However, bed sheets, kitchen towels, bath towels, and beach towels are not included unless specified for individual properties.

How can I obtain linens for my stay?

  • You have two options: 
    1. Rent linens through New England Vacation Rentals website at the time of booking, or
    2. Order directly from LinenDrops.com. Linen rental fees and options are available on our booking page. 
  • If you forget to order linens, simply reach out to us, and we’ll arrange them for you.

How do I order through LinenDrops.com or contact them?

  • Visit their website at https://linendrops.com/
  • Call them at 1-844-9-LINENS or 1-844-954-6367
  • Email them at service@linendrops.com

Where will I find my bath and beach towels?

  • If you ordered linens through NEVR’s website, bath and beach towels will be included in your linen rental fee and delivered along with other items by 3:00 PM on your arrival day. 
  • If you ordered directly from LinenDrops.com, you need to specify the items and quantities during your order placement.

Can I customize my linen order if I don’t need everything in the package?

  • Yes, NEVR offers linen rental packages based on home occupancy. If you need more or fewer items than included in the package, you can customize your order via LinenDrops.com.

Do you offer discounts for longer stays?

  • Yes, both NEVR and LinenDrops.com offer a 20% multi-week discount for linen rentals.

What if I need linens last minute?

  • Last-minute linen rentals are accommodated based on availability. Contact LinenDrops.com directly for availability within one week of your stay.

How do I return the linens at the end of my stay?

  • Simply return all rented linens to the blue LinenDrops.com laundry bags they arrived in and leave them outside the front of the property by 9:00 AM on your departure day for pickup.

What if something is missing or damaged in my linen order?

  • Contact LinenDrops.com directly for any issues with your linen order, and they’ll guarantee replacement items within 24 hours.

Is bed making service available?

  • Yes, for an additional fee, LinenDrops.com can arrange bed making service. Please contact them directly at least one week in advance to arrange this service.

Do I need to wash the linens before returning them?

  • No, there’s no need to wash the linens before returning them. LinenDrops.com takes care of laundering them.

What if something is lost or damaged during my rental?

  • Normal wear and tear is expected and won’t incur additional charges. However, excessive damage or loss may result in a reasonable replacement charge.