Please read these rules carefully before booking (print page now). Every rental agreement is subject to these rules, as well as rules posted in individual homes; violations can result in additional charges or termination of the booking. We know most of you would regard these rules as a matter of common sense and courteous behavior, but we've learned from hard experience that we need to be very clear about our expectations!

Before booking, please make certain of your plans. We do not hold houses and once you book we are turning down other requests.

1. How to Book: Call us or Book Online. Your reservation is confirmed when we send your booking documents, which must be signed and returned to us within 24 hours. We make every effort to keep the information on our website accurate, but we need to verify availability and price before we can confirm any booking. Please respect the summer turn day designation for July and August bookings and the maximum occupancy for each house, which includes adults and all children over the age of two. You must be at least 21 years old to book one of our homes and we may require proof of age.

   Please make sure you have selected a house that will work for you. We try to be complete in our descriptions, but we would rather have you call us than risk your disappointment with a house that does not meet your needs. We cannot allow you to change houses once you arrive unless there is some reason the house cannot be occupied, like an inoperative stove. If privacy/seclusion is extremely important to you, please ask us if the house you selected is appropriate; few river-front homes offer seclusion, although most have good privacy screening from neighbors. Many homes have some degree of road noise. If having no road noise is important to you, please check with us to make sure your house meets your needs in that respect.

   Directions to your house and check-in instructions will be on the Property Fact Sheet in your booking documents. For security reasons, we do not provide the address, phone number, or directions to the rental house to anyone other than the booking party. If other people in your party need this information, please provide it to them. Otherwise, we will need your permission to email the property fact sheet or otherwise provide this information to other members of your party.

2. Booking Documents: In most instances, you will receive two emails from us.
   
   
   1. One is the booking confirmation which requires your signature. This is accomplished through an electronic process which takes seconds. This form also has two boxes, one for check payment and the other for travel insurance, which you can electronically check.
      
      
   2. The other email will have attachments: the property fact sheet which contains directions to the house and a list of amenities, our concierge services form, and, if your home has keyless entry, a Keyless Direct form which explains keyless entry and provides check-out instructions.

   You should bring all of these documents with you as they provide the rules governing your stay, directions, and other information you will find useful during your visit.

3. Check-in and Check-out:

   Check-in: Check-in time is 3pm or after at our office. For directions to our office, click here. There are no early check-ins any time of year, since our homes are transitioning to keyless entry and entry codes will not be effective until 3pm.

   Keyless Entry: If your house has keyless entry, you will have a six digit entry code on your booking confirmation. The digital code will not work until 3 p.m. We recommend that you change the code to one you and your party can easily remember to reduce the risk of getting locked out. The door will automatically lock every time it is closed. When you enter the code the first time, just press # and then enter your own six digits.

   Keyed Entry: If your house does not have keyless entry, you can pick up your check-in packet at 3:00 p.m. or later. If you arrive after hours, you will have the code to retrieve your check-in packet from the security box on our office porch. Sorry, but we do not give out check-in packets with keys prior to 3 p.m.

   Check-out: Check-out is 11 a.m. Our cleaners generally arrive at the houses promptly at 11.

   Keyless Entry: Your code will cease working at 11 a.m. If you want to extend your stay by another night or more, we will issue you a new code. Unless you have a security alarm fob or secondary keys to return to the office, you do not need to come to the office to check-out. We do ask you to fax, email, or mail your feedback form.

   Keyed Entry: You must return your keys to the office by 11 a.m. If the office is not open, there is a key drop in the office door.

   Late Check-out: If you do not check out on time, we will assess penalties. If there is a booking coming in that afternoon, which generally is the case in the summer, we will charge you $250 for leaving up to half an hour late; $500 for leaving more than half an hour late.. If there is no booking coming in that afternoon, we will double your cleaning fee and charge your credit card for the additional amount. Late check-outs create huge difficulties for our cleaners and for our guests who follow your booking. Cleaners are instructed to enter the house at 11 to start the cleaning.

   Purchasing Off-Season Late Check-Outs: Late check-outs of 1 p.m. are possible October 1 – April 30 for a fee equal to 20% of one night’s rent. You will need to call the office the day before departure to make this arrangement since a last minute booking for your check-out day will preclude a late check-out. In this case, we will generally not issue a new code; we ask you to take care not to lock yourself out during this two hour period.

4. Payments and Cancellations:

   1. Booking online or by calling the office requires a valid credit card (American Express, Visa, MasterCard or Discover) which we will run within 24 hours for the full amount of the booking. If you prefer to pay by check, you must let us know at the time you book. Please note there is a $25 fee if a check is returned for insufficient funds. Once we run your credit card, payment by check is no longer an option. If we do not receive your check within five days, we will run the credit card you used to secure the booking.
      
      
   2. Please contact us if some flexibility is necessary.
      
      
   3. Payments for bookings are refundable only to the extent we are able to secure a replacement booking. Although we generally do re-book given a reasonable amount of time, there is no guarantee that we will. All refunds are subject to reimbursement of bank card charges we incur (3%) plus a $50 cancellation fee. Occasionally we may be able to accommodate a change from one house to another for the same dates; in this instance, the $50 cancellation fee applies. Bookings generally cannot be moved to other dates unless the dates are nearer in time; in no event can a booking be postponed past the end of the calendar month.

      Full refunds are available if flood warnings relevant to the rental are posted within three days before arrival. We strongly recommend that you purchase trip protection insurance.

      The weekly rate is seven nights for the price of six. It costs the same to rent six nights as seven. If we re-book part of a seven night booking, you will not receive a refund for that free night. For example, if you rent seven nights, then use four nights and have us re-book three of those nights, you will receive a refund for the two nights you actually paid for.

   4. For bookings more than six months distant, you may opt to pay an initial deposit equal to one-half the total cost, with the balance due 30 days before the arrival date. For bookings more than a year distant, three payments are possible. For bookings under $1000, the initial deposit is $200; for bookings over $1000 and less than $3000, the deposit is $500; and for bookings over $3000, the deposit is $1000. If you want trip protection insurance, the premium must be added to the initial deposit.
      
      

5. Damage Waiver Fee: The non-refundable Damage Waiver Fee covers up to $1000 of unintentional damage to the rental property and its furnishings. This fee is $40. The fee will be included in your rental agreement. In a few cases (generally two night bookings of small cabins), we can allow you to opt out, but we have to know at the time you book. Once your credit card has been run, it’s too late to opt out. If you opt out, you will need to sign an agreement allowing your credit card to be charged for any damage.

   The Damage Waiver Fee covers only accidental damage, such as knocking over a lamp or walking through a screen door. It does not include intentional damage (including intentional acts likely to cause damage even if damage was not intended), hauling of excess trash, excess cleaning charges such as washing of dirty dishes or violation of dog rules, loss of a boat due to negligence, or draining of an excessively dirty hot tub. It also does not cover damage resulting from a violation of the rental agreement or house rules. Please read all of these booking policies, house instructions in the house binder, and your rental agreement.

   There is a special damage waiver fee for Casa Panama, Laguna Country House, Palazzo Sergianni, Powder River Ranch, River Queen, and Villa Habana bookings. This is a mandatory fee of $75, and it covers up to $3,000 in accidental damage, with a requirement that damage be reported to us on a form we provide.

   If you cause any damage, please let us know before you leave.

6. Telephones: Most, but not all of our homes, have unlimited toll/national long distance. If the Property Fact Sheet which you will receive in your booking documents does not indicate unlimited calling, you will need an 800# calling card. All non-local calls and calls to our emergency cell phone number require an 800# calling card. Verizon cell phones work well at almost all of our homes: Lemon Drop is one exception and there may be others. AT&T Cingular works in some areas of Guerneville, Forestville and Monte Rio, but reception is poor.
   
   

7. Standard Home Amenities:
   Every home will have the following Household Furnishings and Supplies.

   • Stove, refrigerator, blender, microwave, coffee-maker, toaster, complete cookware, dishes, glassware, and flatware
   • An initial supply of toilet paper (two rolls and a spare per bathroom)
   • One roll of paper towels
   • Trash bags
   • Dishwashing detergent
   • Dishwasher detergent (if there is a dishwasher)
   • Laundry detergent
   • Liquid hand soap in dispenser
   • Dish towel (sponges not included)
   • Washer and dryer (except Luv Shack)
   • Gas or charcoal barbecue (charcoal and lighter fluid not included)
   • Television with satellite or cable reception (except Starlight Retreat which has TV with DVD & VCR only)
   • DVD player
   • Telephone
   • CD player
   • Bed linens: Beds will be made up with fresh linens. Please do not use any additional bed linens in the house unless you wash and put them away. Your cleaning fee includes the laundering of one set of bed linens per sleeping space.
   • Bath Towels: One set per person. Please do not use any additional towels unless you wash and put them away. Your cleaning fee includes the laundering of one set of towels per person. If you find spa robes at the house and you use them, you must launder them and put them away before departure. We do not provide towels for the beach or hot tub. Please bring towels for this use.

   Some owners provide other cleaning and kitchen supplies and condiments, but, if these are present, they are compliments of the owner. There is a 24-hour Safeway store in Guerneville where additional supplies and groceries can be purchased. If your house has a charcoal barbecue, you will need to bring briquettes and starters. Some houses provide firewood, but you will need to provide your own kindling or starters.

   If you want kitchen sponges, beach/spa towels, a hair dryer, and bath soap, please bring them. Bath towels may not leave the house so if you want to take towels to the beach or out to the hot tub, you need to bring your own. Bathrooms have liquid soap containers, but do not have bars of soap.
   
   

8. Adjustments: Please check your home carefully when you arrive. If you should discover any problem with the house, please report it to us immediately. We do not generally issue refunds for any condition beyond our control, such as power outages, water or plumbing system breakdowns, TV cable black outs, appliance malfunctions, and the like, and in no event will we issue a refund for a problem we had no opportunity to resolve. We maintain our homes in the best possible operating condition and if a problem should occur we will make every effort to rectify the situation and, if necessary, move you to a comparable home. If you decide to leave earlier than your departure date, there is no refund unless we can re-rent the nights. We do not generally issue refunds for cleaning fees; please report any problem with the cleaning immediately and we will send someone to inspect and, if necessary, correct any deficiencies. Under no circumstances will we issue any cleaning fee refund if we do not have an opportunity to inspect. Bogus and exaggerated claims have unfortunately led us to this policy.
   
   
9. Internet Access: All of our homes have high-speed Internet access if it is available. Internet access is wired unless the house web page states that it is wireless. Please note that a few of our homes have access via satellite; unfortunately this access is less reliable and often slower than cable or DSL. If there is a password for the Internet access you should find the password on your Property Fact Sheet. If there is none listed, then there is no password. Internet modems often need to be re-set, so if you have a problem accessing the Internet, please try re-setting the modem before calling us.

   If you are still unable to connect once the modem and router have been re-set, the problem is almost certainly in your laptop settings. We are unable to assist with this problem, although we will try to find a local computer tech whom you could hire to help you.
   
   

10. Trip Protection Insurance: To protect against unexpected events that might cancel or interrupt your travel plans, we offer C.S.A. Travel Protection Insurance (view with Adobe Reader^TM - free download). We automatically include the insurance premium in your booking confirmation. The cost of the insurance is 6.5 percent of the booking (on non-refundable costs only, generally rent and tax). We strongly recommend you purchase this insurance, especially since it covers far more than the cancellation of your trip. CSA offers many benefits, including Identity Theft assistance, a 24-hour medical advice hotline, arrangements for the transportation of mortal remains (yes, people do die on vacation), and numerous other benefits outlined in the link above. Imagine one of these scenarios:

    • You are laid off from your job a week before your vacation and the cost of the vacation is now longer sustainable.
      
      
    • Your 3-year old daughter develops severe ear pain and a mysterious rash while on your vacation. Will you know how to get immediate medical advice?
      
      
    • You spent over a year planning your vacation. Two days into the trip you're forced to leave because your father has a stroke. Who's going to pay for the unplanned expenses to get you back home? Will you get your money back for the unused travel arrangements for which you've already paid?
      
      
    • Your luggage never showed up at baggage claim and you just discovered you may not get it for another 24-48 hours. Now you must buy necessary personal items and clothing you'll need until it's returned to you. Can you get reimbursed for this?
      
      
    • You're driving on a scenic road in the mountains en route to your vacation home when your car breaks down. How will you get it towed?
      
      
    • You're hiking and suffer a serious injury. How will you get to the nearest hospital to get the medical attention you require? Who will pay for the high costs involved in the evacuation if you're outside of your health plan's coverage area or have a high co-pay? If you have children with you on vacation and no other adult, how will they get cared for and transported? (CSA will send a bonded escort or transport a relative to the children).
      
      

    If you do not want the insurance, you may simply initial the declination and subtract the premium. (back to Payments)

11. Emergencies: You will be provided with an emergency cell phone number to be used only outside office hours.

    • If the emergency is related to electricity issues, please see item 22 below.
      
      
    • If the emergency is a blocked toilet, see item 21 below.
      
      
    • If you request an emergency service call that turns out to be unnecessary, there will be a $35 charge.
      
      
    • If you lock yourself out of your house and require a service call, there is a $35 service call charge during office hours and a $75 service call charge between 6:00 p.m. and 9:00 a.m.
      
      

    For any of these charges, we will charge your credit card if we have one on file. If we do not, we will invoice you unless you pay cash at the time.

12. Trash: When you leave your rental, please remove all food (except condiments), place all trash in the trash cans, and make sure the trash cans are placed in the appropriate place for pick-up.

    • The trash pick-up day is noted on the Property Fact Sheet in your booking documents.
      
      
    • If trash pick-up occurs during your booking, you must put the trash cans out the evening before the pickup day.
      
      
    • Make sure the cans are pointed in the right direction; if the cans are backwards they will not be picked up and you will be charged for excess trash.
      
      
    • If you fail to recycle, you will likely exceed the trash capacity of the cans. If you exceed the capacity of the trash cans, you will need to take excess trash with you. If you cannot do so, please advise us before you leave so we can arrange for hauling. The charge is $45 or more, depending on quantity, and this will be billed to your credit card or will be invoiced for payment by check.
      
      
    • Never leave trash outside the cans; animals will scatter it.
      
      
    • If your Property Fact Sheet specifies that the owner hauls trash, then place the trash in the cans and leave the cans where they are.
      
      

13. Gas Grills: As an accommodation, we try to keep propane canisters full for gas grills, but if you do run out during office hours, you can bring the empty canister to our office and we'll exchange it for a full one. You can also exchange them for $19.95 at any Blue Rhino dealer and we will reimburse you. And you can refill the canister at Aaction Rents, 15950 River Road in Guerneville, and at Casini Ranch, 22855 Moscow Road, in Duncans Mills.

14. Boats and Docks: Use of boats and docks is seasonal; the river is too swift for boating in the winter and many docks and beaches are under water until late spring. Some boats are available only from mid-June until late September when the summer dams are in. In order to use any boats, you must sign a waiver of liability with regard to the boats, which will be included with your contract. All houses with boats have some life vests. If you want more vests or different sizes, inexpensive life vests are available at King's Sport & Tackle in downtown Guerneville. You can also rent kayaks there.

15. Dogs: We are very dog-friendly, but we can remain so only if guests with dogs strictly adhere to our rules. We have a few homes that do not permit dogs; a dog brought to one of these homes will result in a $500 penalty which will be charged on the guest credit card on file. Our rules for our dog-friendly homes are common-sense, but violation of any of them will likely mean that you will be barred from future bookings and there are fees for clean-up. You must have written approval for your dog and the guest who rents the property is responsible for making sure that the dog’s owner is familiar with and will abide by these rules:

    1. No dogs on furniture unless on a blanket you provide.
       
       
    2. Dogs must be crated if left alone in the house. Never leave a door unlocked so that your unattended dog can move freely from the house to the yard.
       
       
    3. You must clean up after your dog.
       
       
    4. Please keep your dog on leash outside the house grounds except at leash-free beaches where well-behaved dogs can run leash-free.
       
       
    5. Do not allow dogs to bark and annoy neighbors. Dogs left alone in strange houses or in strange yards will almost always bark or engage in destructive behavior.
       
       
    6. Dogs must not be allowed to roam onto neighboring properties. In many areas there is no fencing or clear delineation of property lines, so take care to ensure your dog stays on grounds that are clearly part of your rental.
       
       
    7. Please groom your dog if your dog is a shedding type and make sure there is no dog hair on the furniture when you depart.
       
       
    8. Sorry - no cats: too many people are allergic to them.
       
       

16. Condition of Home on Arrival and Departure:

    • Your home will be clean upon your arrival, although occasionally there may be some overlap. We run a tight cleaning schedule and if a party delays leaving a house, this may cause the cleaning crew to finish cleaning your house a bit behind schedule. Although we rarely have this situation, we ask for your patience if it does occur.
      
      
    • Please leave the home in good condition. Our agreement with housekeeping is that they do not have to wash your dishes! Please make sure all dishes are washed and put away before you leave. There's a minimum $15 charge if you leave dirty dishes (and the housekeeper will be mad at us!). We ask you not to move the furniture during your stay; if you do, please replace it. Otherwise, we have to send staff to move it back and we will have to charge you for the service call.
      
      
    • The one-time cleaning fee covers cleaning and use of linens and is never waived or refunded. For bookings of more than 2 weeks, the cleaning fee is doubled.
      
      

17. Noise: Our houses are located in very quiet areas and we ask that you respect the tranquility of our area. It is a violation of the rental agreement and of county ordinances to disturb neighbors with loud noise. In many of our river and valley areas, sound travels much more than it would in an urban or suburban setting. Quiet time starts at 10 p.m. If we get a complaint, we will call you, or our services manager will come to the house to ask you to be quiet. If the noise persists and we receive a second complaint, we will terminate the booking on the spot, without refund. Some neighbors may simply call the sheriff rather than our emergency phone.

18. Additional Guests: No guests are permitted at our homes, other than the number specified in your rental agreement, without prior approval. In general, you can have two additional day guests, in addition to the maximum occupancy of the house, with prior written approval, without charge. Occasionally, we will permit a few more day guests for a fee, but only with prior written approval. Occupancy for each house is strict and absolutely no additional overnight guests are permitted. If additional overnight guests, or more than the approved day guests, are discovered, we will terminate the booking without refund. If we make the discovery after the booking is over, we will assess a $1000 fee, charged to the credit card on file. Tents are not permitted on any of our properties, whether or not they house excess guests, without prior written approval.

19. Smoking: There is absolutely no smoking permitted in any home. If you or your guests violate this rule, you will be banned from future rentals!

20. Hot Tubs: Our hot tubs are professionally maintained at least weekly; guests use the hot tub at their own risk. To minimize problems that can result from unsafe and unsanitary use, every rental with a hot tub is subject to these rules:

    1. SHOWER FIRST (Sand, suntan oils, hair products, lotions, deodorants, etc. pollute the water, cause foaming, and make users susceptible to hot tub folliculitis, a painful dermatitis requiring medical attention. Sand is impossible to remove without draining the hot tub! This will result in extra charges to you, if this happens.
       
       
    2. NEVER SUBMERGE YOUR HEAD IN THE WATER.
       
       
    3. Do not over-use the hot tub: too many people in the hot tub for a long time will temporarily reduce the sanitizer. Without the sanitizer, bacteria will grow and may result in hot tub folliculitis. Our professional maintenance will reduce the chances of this dermatitis, but over-use can cause unsanitary conditions. We are not responsible for medical bills or other loss or costs associated with this condition.
       
       
    4. Do not leave children unattended; children under the age of six are not permitted in our hot tubs.
       
       
    5. Do not use the hot tub if you are pregnant, have a heart condition, or are intoxicated, and do not use glass in or around the hot tub.
       
       
    6. If the hot tub has a floater, do not remove it or play with it. It contains chemicals which keep the water sanitary. Removing it can render the water unsanitary.
       
       
    7. Always replace the cover after using the hot tub.
       
       
    8. If water level becomes low, you should refill it to one inch above highest jet.
       
       
    9. Do not turn the tub off or set the temperature below 100 degrees or above 104 degrees. If the water is too hot for you, take the cover off, turn on the jets, and let it cool down for a few minutes. If you turn the temperature down, the water may take hours to reheat. If you turn the temperature up, the hot tub may automatically shut off. Hot tubs have sensitive settings and require very slight adjustments.
       
       
    10. The hot tub maintenance companies try to service the tub when the home is empty. However if they need to work on the tub during your stay, they will not be able to call first.
        
        
    11. Hot tubs occasionally malfunction because of power outages or a need for repairs. You should check the hot tub upon arrival to make sure it is working properly so you can let us know immediately if there is a problem. If we cannot remedy the problem, we will refund $25 per night for a non-functioning hot tub or, if possible, move you to a comparable home where the hot tub is working. If we learn in advance that a hot tub is not working, we will do our best to let you know prior to your arrival.
        
        
    12. You may request a mid-stay service call, generally at a cost of $50 to be paid to the technician, if the water smells, becomes excessively cloudy or foamy, or has excessive grit or sand.
        
        

21. Loss or Damage: In renting a home, you are agreeing to indemnify and hold harmless the owner of the vacation home, Russian River Getaways, and its employees and agents, for any injury or loss to any member of your party unless the injury or loss was due to gross negligence of the owner or Getaways. You must promptly report to us any unsafe or hazardous condition at the home.

22. Blocked Toilets: We test all toilets prior to arrival to ensure they are in working order. Sewer/septic systems are fragile at the River; feminine hygiene items and large amounts of tissue will tend to block the toilets. In the event your party creates an overflowing toilet that you cannot unblock with a plunger in the house, you will need to call a plumber at your expense. Plumbers like Rooter Express (888-UNPLUGU) and Roto-Rooter, with 24 hour emergency service, can often respond faster than local plumbers, but the local plumbers, like River Plumbing 869-0660, cost less. If you leave a house with a blocked toilet, we will charge your credit card or invoice you for the cost of unplugging it. (back to emergencies)

23. Electrical Issues: We are in a heavily forested area here and electricity is not as reliable as in the cities. We get occasional power outages. Your home will have an emergency information sheet which will give you the PG&E number to call to report or learn the status of an outage. The number is 800-743-5000 for customer service and 800-743-5002 to get information on the status of outages.

    Sometimes circuit breakers will trip. If you note a partial outage, please go to the breaker panel and check the breakers. If one or more is slightly out of alignment, you need to click the breaker firmly to the off position, then click it firmly back on. It should click into place. If this does not restore power, then call us. (back to emergencies)

24. Left Items: Please check the closets, drawers, and under the bed for your personal belongings; check for any battery chargers in outlets. If we have to retrieve items to send back, there will be a $20 service charge, plus the cost of the postage. Items will be held for one week after our first attempt to contact you. If we receive no response within the week, items will be donated.

25. Commercial Use: Commercial use of our homes is strictly forbidden without a contract for the specific use.

26. Rental of More than One Home: If you rent houses in close proximity to one another, the following rules apply:

    1. No items will be moved from one house to another.
    2. Guests moving between the two houses will respect the quiet of the neighborhood and refrain from loud noise and boisterous behavior on the street, particularly late at night.
    3. Guests will keep in mind at all times that there are neighbors who treasure the peace and tranquility of this serene locale, who also value access to their driveways, and who are quick to complain if our guests create problems on either account.
    4. Guests from two or more houses will not spend the bulk of their rental time at a house other than the house in which they are sleeping. Having people from one house spend most of their time at another house unfairly burdens that house, creates a risk of sewer or septic backup, and creates a risk of neighbor complaints.
       
       

27. Rental House Unavailable: On rare occasions, a house subject to a rental agreement may become unavailable due to circumstances beyond our control. Generally this will happen when a house sustains significant damage or when an owner lists a house for sale and will not guarantee that the bookings in place will be honored. In this unfortunate event, we reserve the right to offer to move your booking to the most comparable house available or issue a complete refund. If you opt for a replacement house that is more expensive, you will need to pay for the upgrade. We will not be liable for any collateral expenses or emotional harm due to the unavailability of a home due to circumstances beyond our control.

28. Weather: We are not responsible for the weather! Our climate is very mild and extremes in temperature are rare. But we do occasionally experience a hard freeze in the winter or a heat wave in the summer. During hot days, there is a cooldown in the evenings. We recommend that you close the doors, windows, and any blinds during the day and then open up the house, and turn on any ceiling fans, as soon as the cooldown begins. This should bring comfortable temperatures for the night and well into the following day. Most of the homes have ceiling fans or standing fans stored in closets; a few have air-conditioning. We do not provide supplemental fans. Homes located in redwood forest do not suffer from heat waves as the redwood trees themselves moderate the temperature in their environment; this includes most of the homes in Cazadero.

29. Wheelchair Accessibility: We do have homes that are fairly level-in, but none have ramps and most of the bathrooms and bedrooms are too small for a wheelchair to manuever easily. Our staff is not able to determine whether a particular home would be suitable enough for a guest in a wheelchair and we urge you to visit homes in advance to make this determination. We cannot give refunds or generally move you to another house because of this issue. This is an issue we would like to be able to address better in the future, but unless owners are willing to provide ADA-compliant homes, we are not in a position to make representations about wheelchair accessibility.