Frequently Asked Questions
Planning a getaway to Brighton, Utah? Welcome to our FAQ page, where we answer all your questions about vacation rentals in this beautiful mountain destination. Whether you’re a first-time visitor or a seasoned traveler, our comprehensive guide will help you find the perfect rental, answer any queries, and ensure your stay is as enjoyable and stress-free as possible. From booking tips to local attractions, we’ve got you covered!
How do I book a home?
You can either make a booking directly on this website by using the “check availability box” to the left. Or you can call our office at 435-705-7097 ext. 1 and our team will be glad to help you.
Is booking online secure?
We implement a variety of security measures to maintain the safety of your personal information when you place an order. We offer the use of a secure server. All supplied sensitive/credit information is transmitted via Secure Socket Layer (SSL) technology and then encrypted into our payment gateway providers database. It will only be accessible by those authorized with special rights to such systems. They are required to keep the information confidential. After a transaction, your private information (credit cards, social security numbers, financials, etc.) will not be stored on our servers.
Can I bring my pet with me?
Unfortunately, dogs are forbidden in Big Cottonwood Canyon due to watershed regulations. Other pets are generally not allowed in our homes to avoid potential allergies to our other renters and homeowners. If you have a special circumstance such as a verified service animal, please contact us and we will do our best to work with you.
What are the benefits of a vacation home rental?
Our vacation homes are stocked in such a way that you always feel like you are coming back to your “home away from home”, rather than returning to a small hotel room. Our homes have full kitchens, with some homes having game rooms, hot tubs and BBQ grills. You will be able to enjoy a full service home while you are on vacation rather than a small, cramped hotel room.
Cancellations
We offer a 90-day 100% cancellation policy. If a cancellation is made 90+ days before arrival, you will receive a full refund. If a cancellation is made within 60-89 days before arrival, the 50% final payment is forfeited. Cancellations made within 60 days of arrival are not subject to a refund, unless the property can be rebooked for the same period, in which case a refund equal to the amount of the rebooked reservation, less processing fees (ranging from $35-$75 plus tax) will be issued.
Looking for a Property Manager?
If you’re on the hunt for a reliable property manager, look no further! Our comprehensive owner-answered Q&A is your go-to resource for making an informed decision. In this detailed guide, experienced property owners share invaluable insights and answers to the most pressing questions you might have. From understanding the role of a property manager to learning how they can maximize your rental income and maintain your property, this Q&A covers it all. Equip yourself with the knowledge you need to choose the right professional to safeguard your investment and ensure smooth, hassle-free property management.
How long have you been in business? What’s the primary operating market for your vacation rental management company?
An owner must know that a management company understands the local market where they’ll manage your rental. Guest rental patterns vary between markets, and the booking strategy needs to reflect this.
Carole McCalla, owner of Cottonwood Lodging Co (CLC), has lived in Big Cottonwood Canyon (BCC) for over 20 years and has managed properties in the canyon for almost 16 years. BCC and Solitude are unique markets separate from Salt Lake Valley and Park City. Understanding the specific operating market is something CLC specializes in, and it shows. We have one of the highest returning guest percentages in the industry, according to our VRBO and Airbnb reps, with over 35% of our guests returning each year to stay with us again.
What’s their rental management service fee?
Companies charge a variety of fee structures. Don’t just look at the commission rate’s surface. Evaluate all the fees you may be charged and add that to the commission rate. CLC is not a company that nickels and dimes the owners. Our commission is negotiated with the owner at the beginning of our relationship based on the owner’s and property’s unique needs. Every owner and property is different, and CLC takes pride in being flexible to meet each owner’s specific needs.
What does the company do for its rental management service fee?
Some companies charge a fee for only booking services, and others are full-service companies. CLC is a full-service company.
Where does the company advertise your property?
CLC advertises on all OTAs (booking websites like VRBO, HomeAway, AirBnB, and booking.com). Our website ranks high on search engines, and we have links under lodging on the Brighton Ski Resort website.
Are advertising fees charged to you?
CLC does not charge the owner for advertising.
Does the company have booking rate plans?
Rate plans are market-specific. Your rental rates adjust for a variety of reasons. To name a few: rental seasons, local events, holidays, weekends, weekdays, and number of days guest stays. CLC uses dynamic pricing software, Beyond Pricing, that factors these variables into rate determination. CLC also personally evaluates rates on a routine basis. The Beyond Pricing software integrates with our reservation software, Escapia, and all the booking OTAs (Airbnb, VRBO, etc.). CLC also allows the owner to set their preferred minimum nightly rate and a minimum number of nights per stay. We understand that some owners want to rent as much as possible and be competitive, but other owners prefer to set the rate high and get fewer bookings.
What types of vacation booking and other bookings does the company manage?
CLC only handles short-term rather than long-term rentals (over 30 days). CLC primarily focuses on rentals that fit the uniqueness of your vacation home and your rental income goals. We set these parameters and goals with the owner.
What’s the season length for your property?
The primary rental season is during the ski season, from about Thanksgiving until Easter. Some years, the ski resorts open sooner and close later, depending on the snow. We see most of our properties booked up solid during this time frame. May and June are our slow “mud season” months, with few bookings. Summer/Fall bookings are usually only booked by guests on weekends. October and November are also our slow seasons.
What’s the estimated occupancy rate for your property?
This requires a lot of ongoing data collection and is very helpful. CLC is heavily involved in the local market and understands the booking trends. The average vacation home that CLC manages is booked between 120 and 140 days/year, not including owner stays. Working with CLC to develop a proposed marketing plan and booking strategy will give you an idea of the potential for your vacation home.
What’s the annual gross rental income estimate for your property?
We will be able to get a range of what your vacation home will be able to target when your rental hits the market; this will also affect your rental income estimates. The more time CLC has to get bookings (winter bookings usually start six months before winter arrives), the more aggressive we can be with rates and different incentives that can be offered. You’ll be able to test market caps for your vacation rental. It would help if you also got multi-year guest returns. Often, rental properties can increase booking rates yearly until you find your market cap. Over time, your rental property will generate value for guests, and that value is leveraged for higher nightly or weekly rates.
Does the company suggest improvements to make your property a more desirable rental?
The more excellent your vacation home looks, the more value we offer to guests. We want to work as a team to create a destination spot that guests will want to return to. A well-staged vacation rental with ample amenities can allow you to book a higher nightly premium.
How are booking and service reports shared for your property?
Owners have access to an Owner portal with their income and expense statements. CLC handles all maintenance needs, which are discussed/approved by the owner first.
How and when do you receive rental income?
Your rental proceeds are deposited into your bank account via ACH by the 15th day of the month following the month in which the bookings occurred.
Who pays the sales tax?
CLC collects the sales/lodging tax from the guests on the CLC website and remits it to the state. Sales/lodging tax collected on bookings made through Airbnb or VRBO are remitted to the state by these OTAs.
Are there any other taxes or fees (and who pays them)?
Solitude Resort requires a 2% resort fee to be collected on all bookings and remitted to Solitude. CLC collects this fee from guests and pays Solitude quarterly.
Who pays the cleaning fee?
The guests pay a fixed cleaning fee on all bookings. Owners pay hourly ($45/hr) for any cleaning needed after the owner or owner’s guest stays.
How do we turn over properties?
The check-in and check-out process is valuable to your guests’ vacation experience. It gives your guest their first impression of the stay and a lasting impression when they leave. At Solitude, we offer turnkey service so guests can access their rental with key cards, door codes, or phone access.
Does the company use automation (keys, check-in, cameras, etc.)?
CLC properties have door code devices and exterior cameras to check on parking and guests.
How are linens and towels handled?
Due to overwhelming owner input, CLC does not use generic linens or a linen service. Almost all of our owners prefer their linens/towels and prefer they do not leave the property. CLC launders these linens on-site after each booking. Clc does suggest two sets of sheets for easy same-day turnovers.
Are toiletries refreshed (and what is provided)?
CLC provides toiletries that are stocked at the home throughout the year. Many owners have personal preferences that CLC accommodates.
Is insurance offered per stay?
CLC proposes insurance for guests to purchase for their stay. It’s a smart option and can help ensure guests do not damage the unit. It’s a good quality control component.
Does the company manage repairs to your property? Do you discuss maintenance issues with the owners before making any decisions?
In the event something needs to be fixed, CLC has an in-house Maintenance team as well as many vendors to take care of the repair quickly. All repairs and costs are
discussed with the owner for approval and input.
How many clients do you currently have? And how long have they been with you?
Currently, CLC manages 32 properties in BCC. With the exception of when a property has sold, CLC has never lost a client/owner. Our oldest clients have been with us for 16 years.
What do you do that makes you stand out from your competition? What do your average guest reviews say?
Revenue, Reliability, Reputation. Revenue is always essential, but for short-term rental management companies to be successful, they have to make sure their properties, listings, and reputation stand out. CLC has always focused on being better than everyone else by going the extra distance to please owners, guests, and NEIGHBORS. Read our reviews. You don’t see consistent reviews like we have with any other company.
Do you also get direct bookings? If so, what percent of your bookings are directly with you vs. on a channel/OTA?
CLC has a direct booking website that we constantly optimize for search engines—over 33% of our bookings save the guest the VRBO or Airbnb fee.
Will you hire a professional photographer for photos, and is that included or at an extra cost?
CLC works with a professional photographer to take pictures of your property; This is not an extra cost to the owner.
Do you leave any welcome notes or gift baskets for guests? Is there anything special for return guests?
YES! We leave guests goodies and inquire about special arrangements for guests and returning guests. By focusing on a personalized guest experience and personal touch, we increase guest loyalty, positive online reviews, and feedback-driven improvement.
Are advertising fees charged to the owner?
No. CLC pays for all advertising costs.
Do you allow online booking for owner blocks?
Yes. CLC has an Owner portal that allows you, as the owner, to manage your property’s availability conveniently and flexibly. Online booking is available for owner blocks, allowing you to easily reserve and manage your desired time periods for personal use.
Is there a way to see my bookings and calendar?
Yes, there is a calendar on the owner portal that allows you to see all bookings and owner holds.
How do you improve the guest experience when a problem arises? How do you handle guest emergencies when they occur?
Communication and response time! CLC offers 24/7 guest support to handle any problems that may arise at any time of the day. This ensures that guests have access to assistance whenever needed, providing them with peace of mind and reassurance that their concerns will be addressed promptly. We maintain a 20 minute response time. We are committed to guest satisfaction and its shows in our reviews. Things happen, but if handled with genuine concern and promptness, the guest’s happiness can be maintained. With our local staff only minutes away, we have always been able to effectively handle and resolve issues that may arise during a guest’s stay.
How do you screen incoming guests?
Besides initially communicating with every guest after booking, VRBO and AirBNB publish guest profiles and past reviews. If a new guest stays with us, we review this information to ensure they are good quality guests. This process protects your property, maintains guest quality, and provides a positive rental experience for you and the guests. By verifying guests’ identities and reviewing past guest reviews, CLC can reduce the likelihood of potential issues such as property damage, unauthorized parties, or violations of rental policies.
What happens if a guest gets locked out of the house?
CLC takes pride in its responsiveness, support mechanisms, assistance options, cost responsibilities, communication practices, and preventive measures. Each home has a lockbox with a key for backup emergency lockouts or power outages. Local staff are also available to help guests.
Who cleans my property?
Property cleaning is essential to ensuring satisfaction for guests and owners. CLC uses our in-house cleaners as well as 4-5 trusted and tried cleaning vendors to ensure our properties are cleaned to the highest standards.
Who inspects after each clean? Do they perform a walkthrough?
CLC has inspectors or supervisors who conduct inspections after the guests leave, after cleaning, and before the next guests arrive to ensure that the property meets the required standards. The inspectors check for cleanliness, proper presentation, functionality of amenities, and any issues that may need attention.
Who will be providing the Hot tub maintenance?
CLC has a certified hot tub maintenance and repair technician on staff to handle any issues with hot tubs, and provide regular maintenance.
Who does maintenance? Who does routine "wellness" checks of the property? How do you judge my property’s condition?
The maintenance and routine wellness checks of the property are handled by either our in-house maintenance team, outsourced contractors, or the owner’s preferred contractors. CLC conducts periodic inspections to assess the property’s condition and communicates any maintenance needs or issues that may arise with the owners
How do you handle maintenance emergencies when they occur?
CLC communicates with guests and owners throughout any emergency situation (canyon closures, power outages, propane outages, water outages, etc.). We provide 24/7 emergency support, emergency reports, and preventative protocols.
Will you send me receipts for bill payments and/or any maintenance issues?
Yes. CLC sends all receipts and invoices to the owner so property owners can keep track of expenses, ensure transparency in financial matters, and maintain records for their own records or for tax purposes.
Who handles the town permitting and licensing?
The Owner initially applies for the Town of Brighton (TOB) short-term rental permit/ license so that the permit/license is the owner’s sole property. After the initial application is accepted, the owner will grant permission for the permit/license to be put under the CLC umbrella license. Some property management companies hold the permit/license rather than the owner. Under current TOB ordinances, if the owner decides to use another property management company, they will have to complete the permitting/licensing process again from scratch as they do not own the license the property management company does. CLC ensures that the owner is protected and controls their license.
Who handles ongoing permit/license inspections and renewals?
CLC handles all renewals and inspections. Renewals are every year, and building/fire inspections are every three years. CLC will schedule and oversee these inspections and let the owner know if anything is needed.
Didn’t Find What You Were Looking For?
Are you dreaming of the perfect vacation but can’t find the information you need? Don’t worry—our team is here to help! Whether you have questions about a rental, need more details about our services, or simply want to chat about your vacation plans, we’re just a click away. Reach out to us, and we’ll make sure you have all the information you need to plan the trip of a lifetime.