Frequently Asked Questions (FAQs)

            • Check in is anytime after 4pm (to as late as you like), and check out is anytime before 11am.

            • For Mammoth properties, our management company has a policy in place for early checkins:
            $30 for 3pm
            $60 for 2pm
            $90 for 1pm

            And for late checkouts:
            $30 for noon
            $60 for 1pm
            $90 for 2pm

            Please let me know via email or text (which is faster) if any of these options work for you and I'll put in the request (must be made no later than the day before checkin/checkout and subject to availability).

            • For our Baja property, we unfortunately can not allow late checkouts since we need the time to prepare the unit for the next guests. Early checkins may be available upon request with us.

            • For our Akumal property, late checkouts can be coordinated with our onsite staff (office near the parking lot entry) and they may or may not grant them based on several factors. Early arrivals may be available upon request with us.

            • We have guests checking out daily and our staff and manager will need to prepare the unit. We only get daily updates from them, not hourly, so we can't know if the unit will be ready before 4pm or not. I hope that you understand. That being said, if you do head up to the room a bit early and our staff has not finished, please do not remove the key cards nor parking pass but rather give them their space until they're finished due to Covid protocols.

            • Yes, our callbox is manned 24 hours (they will either buzz you in directly or ask for your room number) and you have a lockbox code to obtain the key (located adjacent to our unit's front door) and can let yourself in regardless of your arrival time.

            • You are welcome to arrive as late as you like. Our callbox is manned 24 hours (they will either buzz you in directly or ask for your room number) and you have a lockbox code to obtain the key (located adjacent to our unit's front door) and can let yourself in regardless of your arrival time.

            • To lock again, you must re-enter the combination, hold the button down, close the box, then release the button. If you make a mistake or have trouble entering the code, clear the code by pressing the "reset" button located between the "0" and "*". Please always return the key to the lockbox in case of accidental lock-out during your stay.

            • They will normally simply buzz you in, but they may ask for your room number.

            • The Village Lodge parking garage has a height clearance of 8 feet, 6 inches and the Westin Monache has a clearance of 7 feet, 6 inches for the top two levels and 7 feet for the lowest level. There are many SUVs with cargo carriers in both garages.

            • Each condo is only given one parking pass, but there is free street parking May 1 to October 31 (best spot is under the footbride on Forest Trail) and there is a year round paid parking lot across the street on Minaret Rd.

            • No, you are welcome to park in any space (except for the top level in the Westin parking garage as those are reserved for Westin Staff). For Village Lodge - White Mountain Lodge, the "W" spaces are closest to your elevator. For Village Lodge - Grand Sierra Lodge, the "G" spaces are closest to your elevator. For Village Lodge - Lincoln House, the "L" spaces are closest to your elevator.

            • We have a secured underground parking garage with an elevator that goes to your floor.

            • Yes, you can park in the underground parking garage after your checkout time, but please still return the parking pass and keys back to the unit by 11am so that our manager can confirm it is ready for the next guest. Keys or passes that are returned late will be charged large late fees. Parking passes are normally only required for overnight parking so your vehicle will be fine for the remainder of your checkout day and key cards are not required to exit the underground garage. In the off chance that they change their policy, they issue a 24 hour warning before ticketing. Of course I can not guarantee this, but none of our guests have had any problems :-)

            • The ski locker room for Village Lodge condos is located on the first floor (NOT the garage). You will need your key cards to gain entry and you can use the locker with your room number on it. The padlock combination code was sent in your welcome email. For Westin Monache guests, the ski locker is located adjacent to the Village Gondola in the Mountain Center. Go downstairs to the Seasonal Lockers on the basement level. Then take the elevator to the 2nd floor and walk right outside to the Gondola loading area.

            • This is a private rental and has no affiliation with the front desk. You are not allowed to visit with them nor any staff as they will not be able to assist you. They will however help you with the following: noise complaints, after hours front door problems, issues with TV/Cable, and issues with internet.

            • For Village Lodge noise complaints, whether it is a neighboring unit or community noise, please call the front desk at 760-934-1982. For Westin units, please call their front desk at 760-934-0400.

            • There is a community BBQ in the pool area that you are welcome to use and is accessible by key card.

            • Hours are from 10am-10pm and our pool is heated all year round.

            • The easiest ski rental is at the base of the Village Gondola, but if you want to avoid a weekend crowd, get a slightly cheaper price, or pick them up the night before you can try Kittredge Sports and Footloose Sports in town. For mountain bikes, they are available for rent directly in The Village and down in town at various places including Footloose Sports. For kayak and SUP rentals, several lakes in The Lakes Basin (Lake Mary specifically) as well as Convict Lake have them available in addition to boats and other watercraft.

            • None of the condos in The Village have washer/dryers, but there is a coin operated guest laundry room on our first floor.

            • Yes, for The Village Lodge we have a secured key card entry bike storage area in our secured underground parking garage. For the Monache units, you are welcome to bring the bike up and keep it on our patio.

            • The fireplace for Village Lodge units is controlled by the thermostat knob on the wall between the living room and bathroom. When the room reaches the set temperature, the fireplace will turn off. To turn off manually, turn the dial counterclockwise all the way. Fireplaces in The Westin Monache units are controlled by a remote on the wall between the fireplace and the patio.

If the fireplace is not turning on, please check for a pilot light in the fire log area. If you do not see a pilot light, then that is the most likely problem. You can open the bottom panel and follow the instructions, or if they are too complicated you can contact us to schedule an appointment to assist.

I've summarized the instructions here as well: To relight, first simply open the bottom metal panel. Second, turn the gas dial down to "LO". Third, turn the control knob to "pilot" (you may need to push in to get it to turn). Fourth, push the control knob in and hold it down while pushing in the lighter button. Fifth, keep the control knob depressed for 10+ seconds. Fifth, release the control knob. Sixth, if the pilot light is staying lit then turn the control knob back to "ON". Seventh, turn the gas knob back to "HI".

            • There is a small pilot light that stays on constantly, 24/7/365. It does not add any measurable heat to the unit.

            • The units can become hot, especially in the summer months. There is a portable AC machine in the coat closet that can be set up by the patio door if it is not already. We like to open the windows during the day with the ceiling fans on to also cool down hot units. Lastly, you can close the blinds over the windows for east or west facing units at the appropriate times of the day when the sun shines through.

            • There is a small trash and recycle room with a trash chute near the elevators for Village Lodge units. For Westin units, it is past the elevators and down the hall on the left hand side.

            • There is a hotel arm on this same property, but we are a privately owned condo and not affiliated with them and thus do not have daily maid service, concierge, or bell hop/cart service. If you do get more towels from a hallway cart, please leave all towels in the unit upon departure as the towels in our unit are our property and you will unfortunately be charged if they are missing. There is a guest laundry room on the first floor if you would like to wash anything.

            • Our cable feed is a commercial account that is shared with all other units. Please check both the TV in the living room and bedroom. If they are both out, then it is a systemwide problem (snowstorms can cause temporary outages and do not need to be reported). If it is only one TV, please check the AC plug into the wall, try different TV sources, and check the HDMI connections. If you are still experiencing problems, please call the front desk or contact us.

            • If you are in a Village Lodge unit and you are missing the white DirectTV Genie remote, the one in the bedroom or living room will work to hold you over until we can get a replacement. If you are in The Village Monache, the Samsung remotes are interchangeable between rooms to hold you over until we can get a replacement.

            • Please try with a second device to ensure that it is not a device specific problem. If multiple devices are not working, then please differentiate if the device is connecting to the modem/router but not receiving internet, or not able to see or connect to the modem/router. If you can connect but do not get internet, please unplug the router, wait 15 seconds, plug it back in, then wait several minutes for it to reboot. If you are still experiencing problems, please contact us.

            • All units have all of these items and are located in different areas depending on the unit. Please check in the coffee table chest, TV stand, wine bar, and bedroom closets.

            • There is an ice machine on the first floor of Village Lodge units near the laundry room. For Westin units, there is a machine on the odd numbered floors near the elevator.

            • Yes, we have basic cooking utensils, frying pan, pots, silverware, blender, etc. If you require something specific, you are welcome to bring it along with you.

            • We only have salt and pepper, but you are welcome to bring any items that you like or we have a small general store downstairs in The Village.

            • We have a normal drip-style coffee maker with filters along with a small bag of coffee to get you started (and creamers and sugars).

            • Unfortuntely we have had several water damage accidents with guests having difficulties using humidifiers, so we have removed them from all units. You're of course welcome to bring your own.

            • Please leave the Parking Pass and key cards on the kitchen counter by 11am, even if you are going to keep your car in the garage. If there are dirty dishes in the dishwasher, please start the machine. You can leave all towels, linens, etc. as our staff will handle everything else!

            • Our staff will hold on to lost items until the end of that day, and then if we don't hear from anyone, they hand them over to the front desk for Lost and Found.

            • I have the different restaurants and eateries written up in our guidebooks, so please reference there and then let us know if you still have a specific question.

            • I have the different activites written up in our guidebooks, so please reference there and then let us know if you still have a specific question.

            • I have some fantastic favorites of ours that very few know about written up in our guidebooks, so please reference there and then let us know if you still have a specific question.