Guest FAQ

  • I understand that you have an in-house housekeeping staff, how am I expected to leave the house upon check out?

We ask that you leave the home similarly to the way you found it upon arrival. Please leave all soiled towels in the bathrooms and linens on the beds. In addition, we ask that dishes be loaded in the dishwasher, and trash is bagged and placed in receptacles located outdoors or in designated areas in parking garages. A fee may be assessed if excess trash is found in the home.

  • Are early check-ins or late check-outs permitted?

Our check-in time is 4pm and check-out is 10am MST. In order to check in early, or check out late, you must notify us with your intention to do so. A half day rent will be assessed if guests do not check out promptly.

  • What is Five Star’s cancellation policy?

Five star offers a worry free cancellation policy that is available for purchase at the time of booking. The worry free cancellation allows you to cancel your reservation for any reason prior to 30 days of check in, no questions asked! If you are concerned you may need to cancel the reservation after the 30 day mark (due to emergency, or travel interruptions) you can purchase the CSA Travel protection at the time of booking. Payment loss can be avoided if CSA Travel Protection Insurance was purchased and the reason for cancellation is covered under the travel insurance policy. If you should have to cancel your reservation, please notify us immediately of any cancellation, and if you purchased the Travel Protection Insurance contact CSA to begin your claim.

  • What is a vacation rental property and how is it different from a hotel?

Each of our homes has been hand-selected with our guest’s comfort and privacy in mind. Five Properties are full of opulent furnishings, modern appointments, and a variety of entertainment options. From check-in to check-out, our guests have complete privacy in their rentals with no interruptions. Our Five Star team is only a phone call away if you need us. 

  • How do I make a reservation?

Making a reservation is simple with Five Star! Online booking is available at, or you may choose to give us a call at our office at 480-492-5786. We are always happy to assist you with selecting the right property for your stay. To secure your reservation, we require an initial deposit of approximately 35% due up front and the remainder of your balance is not due until 45 days prior to your arrival. All that is needed to create a reservation is the name of the guest, a billing address, cell phone number, the number of adults and children staying at the home, and a method of payment to make the deposit. A member of our reservations team will instruct you from that point on anything you might need to know regarding the arrival.

  • When do I get the actual address and directions to the house I am renting?

Guests will receive the rental’s address when they receive the rental agreement after booking. 

  • When do I get the keys/codes to the property?

After booking your property you will receive a log in to our guest portal app via email. There you will find the address to your property and the access instructions will be revealed the day of check in. 

  • Are linens, towels, and kitchen utensils provided?

Every home is well equipped with linens on each bed, as well as an extra set for any sleeper sofas that may be in the home. Each bathroom is stocked appropriately with bath towels, hand towels, wash cloths, and bath mats to accommodate the sleeping capacity of the home. There are starter sets of soap, detergent, dish soap, and toilet paper there for your convenience. Kitchens are each stocked with enough dishes, serving pieces, glassware, and all the other kitchen necessities to prepare meals during the guests stay.

  • Do the rental properties have washers and dryers?

Most of our properties have washers and dryers in the home or access to one for guests convenience. We provide a starter set of laundry detergent for our guests to use when they arrive.

  • Do I have to pay to have the pool heated?

Pool heating is available upon request for most of our properties with pools. There is a daily pool heating fee for this added amenity. Once a pool heater is turned on prior to a guest’s arrival, it will stay on through the entirety of the guest’s stay. Please ask you reservationist for additional details.

  • Are late night check-ins allowed?

Yes. If you will be arriving late, please let our office know on the day of check-in and we will be happy to make sure the lights are on for your arrival.

  • Is a security deposit required?

Some of our properties do require a security deposit. This will be secured as a hold on a credit card prior to check-in. The credit card will be released after check-out providing there is no damage for which the renter would be liable.

  • What if something in the rental property breaks?

Do not worry if something should break in the home during your stay. Every reservation has a damage protection policy which covers any unintentional damages to the rental property. The policy covers damages up to $3000.00. Any amount over this will be charged to the guest. This non-refundable damage protection policy will protect you, provided the damages are reported to management prior to check-out.

  • Are pets allowed?

Many of our homes do allow pets under 30 lbs for a fee of $175 plus tax. Unfortunately, we cannot allow cats at any of our properties. Please ask your reservationist for details on our pet friendly properties.

  • When is my final payment due?

All final payments are due 45 days prior to your stay. This is payable in cash, check, e-check, money order, or cashier’s check only. If there are any questions regarding payment, please call our office at 480-490-5786.

  • Do you only rent Sat-Sat?

We only rent Saturday-Saturday during the Spring and Summer months (March-August). In the off-season, we require a 3 night minimum at all of our homes. Any holiday week may require a longer stay.

  • Are weddings allowed? What are the fees and policies involved?

Most of our homes do allow for weddings and events, but must be pre-approved by Five Star Properties. We require a $500 event fee for any event as well as a $1000.00 refundable deposit due at the time of booking. All events must meet local restrictions, HOA rules, and follow noise restrictions. The guests are responsible at any time for the events. Non-compliance with these rules and regulations may result in immediate eviction with no return of any and all payments made. Five Star Properties can provide a list of venues that will allow for larger gatherings if requested.

  • How is Five Star Properties different from other rental companies?

Five Star Properties manages some of the finest homes in Scottsdale. We also pride ourselves on providing our guests with the highest level of customer service possible! We will personally greet you at the home to check you in. There is no need to make an extra stop at our office to pick up keys. We are happy to take the time to meet you and discuss any questions you may have regarding your rental. You are encouraged to take advantage of our Concierge services that are exclusive to guests of our vacation rentals. There is no limit to the services provided, from baby furniture rentals and grocery rentals, to booking a yacht or a private chef, we can do it all!

  • Do all of your properties have WiFi?

All of Five Star Properties' homes provide WiFi for our guests FREE OF CHARGE.