Emergency

What do I do if there is a maintenance emergency?
- If you have a leak, plumbing, or HVAC emergency outside of regular hours, please call the Community Line and select the emergency option at 704-895-7895.
Do you have a Fire Extinguisher, Flashlight, or First Aid Kit?
- A fire extinguisher is under the kitchen sink or in the Laundry Room.
- A first-aid kit is under the kitchen sink or in the Laundry Room.
- A flashlight is usually located under the kitchen sink.

Check-In/Out Information:

When will I receive the Check-In Code/Keys?
- Detailed Check-In instructions are sent the evening before your reservation starts. Final access codes are dispatched on the day of your reservation at the scheduled start time (typically 4 pm).
What time is Check-In?
- The Standard Check-In Time is between 4 pm and 10 pm. Checking in after 10 pm is possible but requires prior notice. Please read and understand the Check-In instructions before your arrival and be mindful of the quiet hours.
Can I Check-In Early or Check-Out Late?
- We offer early Check-In and late Check-Out options to accommodate your travel needs. However, these options require additional cleaning staff, and fees apply to compensate them. Early Check-In requests MUST BE MADE AT LEAST 72 hours in advance, or the cleaning company will not accept them. The available options are:
  - 3 pm early check-in: $28
  - 2 pm early check-in: $45
- For earlier arrivals, booking the previous night may be more cost-effective. As for late check-out, we can provide:
  - 11 am complimentary (subject to availability and advanced notice)
  - 12 pm(noon) late check-out: $45
Do you have any recommendations for things to do in the area?
- We are Near Lake Norman. https://discoverlkn.com/ has some ideas.
- If you have kids with you, Discovery Place Kids is down the street, Discovery Place Science is in Charlotte Uptown, and 'The Pit Indoor Kart Racing' in Mooresville has an arcade, laser tag, and go-karts.
- We also live in a new and exciting world of AI; check out these fantastic AI trip planners; it's like having a virtual tour guide:
  - https://www.roamaround.io/
  - https://aicotravel.com
  - https://wonderplan.ai
What times are you available for communication?
- Standard availability for communication is 9 am - 9 pm. Non-emergency inquiries outside of these hours will be addressed promptly the following morning.
What am I responsible for at check-out?
- Not much—your cleaning fee covers most of it! The night before your stay ends, we'll send you check-out instructions. Generally, you'll need to:
  - Move any furniture back to its original spot,
  - Bag up all trash and perishables,
  - Return the amenity fob and parking pass to their original places,
  - If you have more than 2 trash bags, drop the extra bags off at the dumpster. (The housekeepers will handle up to 2 bags)

General Information:

Do you have strong/fast internet?
- High-speed internet via Spectrum with a dedicated guest Wi-Fi network.
Is smoking allowed outside the home?
- This is a NO-Smoking Home and a No-Smoking Community. Smoking is prohibited in the apartment, patio, and the community grounds.
Can I host friends/family at the home? (No parties)
- You may have a friend or two over. Still, anyone staying overnight must be included in your reservation's guest count and adhere to the property's rules and regulations. Parties or events are not allowed at the home.
Are pets allowed?
- Pets are not allowed in our homes. It violates our lease with the community and puts our standing in jeopardy.
Do you have a Crib I can use?
- We have a Pack-n-Play available upon request for guests with young children. We can drop it off at your home before you arrive if you give us advanced notice. Please note that this service is subject to availability, and we recommend making your request at the time of booking or at least 72 hours in advance to ensure we can accommodate your needs.
Do you have a TV in the bedroom?
- All our homes have Smart TVs in the living rooms, and our three-bedroom homes have a TV in the primary bedroom.
What Streaming Channels do you Offer?
- We subscribe to Apple TV+, Prime Video, and Paramount+ for our guests.
- To maintain access for future guests, please do not log out of our streaming accounts to log into your own.
- If you have been logged out of any channels, contact us, and we can help you log back in remotely. Text 443-432-5820.
Can I get Packages/Mail Delivered to the Property?
- Following the house rules, we do not allow packages or mail to be delivered to the property. This is for multiple reasons, the most prominent being that it will most likely be delivered to the community package room, which requires us to be there in person to access it.
- We recommend local Amazon Lockers, FedEx, UPS, or PO boxes to receive mail/packages.
What if I leave something behind after I check out?
- We understand it's easy to forget things when you're checking out. If you realize you've forgotten something, reach out and let us know. We can store items for up to 10 days.
- If you'd like the item mailed back to you, kindly provide your mailing address. We ask that you cover shipping costs plus a small fee of $10 to compensate our housekeeper's time spent packing it and taking it to the post office.
- Mailing is scheduled once a week. After the 10-day storage period, any unclaimed items will be disposed of.
How many guests can each property accommodate, and are additional sleeping arrangements available?
- Each property can generally accommodate 2 guests per bedroom, plus an additional 2 guests in the common areas using the provided queen-size air mattress.

Property/Community Specifics:

Community Amenities: Quick Guidelines

Welcome! Help us keep our shared spaces enjoyable for all:

Registered guests only (16+ or accompanied by an adult)
Clean up after yourself – trash, grill mess, furniture
No glass or bottle caps (safety first!)
Chill vibes only – keep noise respectful
Grill responsibly – clean after use
Share the space – no chair hogging
Is there an Elevator?
- All our homes in Birkdale are on the 2nd, 3rd, or 4th floor. We put 'Elevator' in the listing title for all our homes with Elevators.
Is there somewhere for me to Park?
- Parking is unassigned and available on a first-come, first-served basis along the streets and lower levels of the garages.
  - Designated lots behind the residential buildings are for residents. They may tow your car if you do not use the parking pass provided.
  - The Upper level of the garages requires a gate remote and parking pass.
Is there a Pool? When is it open? Where is it located?
- Yes, there is a community Pool. The pool deck is open year-round, but the pool itself is unheated. It is recommended only from March to October. The hours are from 10 am to 11 pm, and you must be 16 or older unless accompanied by an adult.
- Only guests listed on the reservation may use the pool, gym, and amenities, not unlisted friends and family.
- Location: The pool is behind the primary leasing office at 16725 Birkdale Commons Pkwy, Huntersville, NC 28078. Enter from behind the building, not the front.
- Location Map: https://www.dropbox.com/scl/fo/7n0oqkiw2ieve1po8wc6d/ALlVvmuj8M7gwG9GXFS0YQc?rlkey=47ny3jjft74c3tahujn3ac8r6&dl=0
Is there a Gym? When is it Open? Where is it located?
- The gym is 24-hour.
- You must be a guest listed on the reservation.
- You must be over 16 unless accompanied by an adult.
- Location: on the left of the primary leasing office at 16725 Birkdale Commons Pkwy, Huntersville, NC 28078. Use the LEFT-SIDE entrance, NOT the front. The key fob will scan you in. Location Map: https://www.dropbox.com/scl/fo/7n0oqkiw2ieve1po8wc6d/ALlVvmuj8M7gwG9GXFS0YQc?rlkey=47ny3jjft74c3tahujn3ac8r6&dl=0
What do I do with Trash? Is there Recycling?
- Valet Trash service is provided. Place the black plastic trash bin outside the front door to be picked up in the evenings on Sunday - Thursday.
  - https://www.dropbox.com/scl/fo/tzuk6j7m1b0mfyrui2a70/AC3OUhwu6R5od_sNnUYFfRo?rlkey=fnrdzduhf08klczo12so6nfcz&dl=0
  - All trash must be tied off in a trash bag. Do not overfill the Valet Trash can, as they will not accept it; the lid must be able to close.
  - Do NOT leave trash out during daylight hours, or the community may fine us.
  - For more significant amounts of trash or immediate needs, a full-size dumpster/compactor is located behind the pool at the back of the parking lot. We have marked it off in the maps provided in the check-in instructions. Please ensure you dispose of your trash responsibly to maintain the property's cleanliness.
  - No recycling pickup option exists, but a cardboard dropoff is next to the trash compactor.
How Do I use the AC/Heat?
- The homes use a Nest Thermostat. It is a single-round display that serves as a dial and a button. Press it in to select and rotate it to make selections.
- Please keep the temperature between 65 and 82 degrees Fahrenheit. If you want to save energy while you're away, switch the thermostat to Eco Mode instead of turning it off. Keeping the system on helps maintain air circulation, offsets humidity variation, and uses less energy overall by making minor adjustments over time rather than one significant adjustment when you return.
- Here is an example video on how to work the Nest Thermostat. https://www.youtube.com/watch?v=RwZSdj6xSgU

Frequently Asked Questions