Common Questions about Vacation Rental Homes

We understand that having found the right vacation home for you and your family, you will still have plenty of questions for us to answer. On this page, we will attempt to do just that, by taking you through the entire reservation process, and beyond. If the answer to your question does not appear here, please feel free to email us.

Are you a legitimate company?
This is a question we are often asked, and while some may consider it to be a bit offensive, we understand perfectly what a client means when they ask it. The vacation rental business is full of scams and unscrupulous people, so caution is adivsed. For that reason, we have no problem with being asked, though the answer is of course YES.
We have been in business since 2004, had over 30,000 reservations and 140,000+ guests. We are licensed with the State and the County and always comply with regulatory requirements, and abide by all Health and Safety rules.
The questions below, and the answers, will give you more of an insight into how we operate, but we like to assure people that while we offer quality accommodation, all licensed, in some of the finest resorts at extremely competitive rates, we value our honesty and integrity more than anything else, so you are in safe hands when you do business with Evergreen.

How do I make a reservation?
Quite simply, you choose the home you want and you can book it online instantly, or give us a call to take care of the reservation. We only offer specific homes, and we try to showcase them in the best possible way, with accurate descriptions being paramount to the listing. You will find us on all of the best vacation websites in the world, but the cheapest and most efficient way to reserve an Evergreen home is to book direct, and this website is the easiest way to do that.

Do I have to pay anything up front?
If you book direct with Evergreen, then you pay 25% of the rental only, at the time of booking. The remaining balance would be due 30 days prior to your arrival. If you cancel the reservation for any reason before that 30 day period, you would receive a full refund of any monies paid. There are no other fees to pay up front, and everything that will be due to complete the reservation is clearly shown in the quote that you will see against the home you wish to book.

Which home will I be staying in?
You will be staying in the one you choose. We do not offer generic homes. We understand that clients often have different needs and that choosing a home is a big part of the holiday experience. In the event of an emergency, we may have to offer alternative accommodation but in almost every case, a client will stay in the home of their choice and that is the way we like it.

Are there any extra fees?
Guests can see what their reservation includes before they confirm the booking, but the basic fees that are added will be a booking fee, and a cleaning fee, for reservations of less than 7 nights. The booking fee is a minimal fee that simply covers the cost of all the paperwork that we send out relating to the reservation. Our documents are sent through Adobe Docusign, and we feel that this gives extra reassurance to clients because everything is secure, so there is no need for them to worry when we ask for information relating to the people staying in the home. Other fees that can be charged relate purely to services requested by guests such as pool heat, BBQ rental, and early check-in or late departures, etc. These requirements would carry a fee but everything is transparent and nothing is charged until agreed in full with a guest.

Are there any resort fees?
The simple answer is no. Of course, if you require services within the resort, then fees may apply, but when you book a home with us, everything that you see inside the resort is available to you and included in your price unless clearly stated in the listing for the home. In all the resorts where we offer homes, there are no things such as parking fees or a charge for wifi within the home. We know that many hotels have now adopted the resort fee policy, which has to be one of the biggest scams of all time, but you don't get that in a vacation home through Evergreen, so there is no need to worry about that.

What is your cancellation policy?
Quite simply, you are covered for the cost of the rental up until 30 days before you arrive, when the balance would be due. If you cancel before that, you would receive a full refund of the deposit, paid, but canceling after that would involve a penalty of some kind. The full cancellation policy is available through this link: https://www.efvh.com/terms-conditions.asp

What happens after I book?
Once your reservation is received, it goes into our system where a confirmation number is produced. We then send you a confirmation pack, using the number generated as a reference for the reservation, which should be used at all times when discussing it with us. The Adobe version of the confirmation will require your signature, but it will confirm the details of the booking in full. About 7 days before you arrive, you will then receive an arrival pack which will give you all the information you need to find the home, and then access it once you are here. You will not be checking in at our office. We know that guests just want to get on with their vacation and we try to make it as easy as possible by sending you straight to the property.

When do I check in and out?
Check-in time is 4:00 PM. Check-out time is 10:00 AM. We can arrange early check-ins and late check-outs for a fee in advance of stay, so please feel free to ask us about that if required.

How do I check into my home?
Your arrival pack will contain all the information you need relating to this, but each home has an electronic keypad on the front door, and the unique code appears in your pack. A new code is generated for every guest, so no two codes are the same. All you do is enter the code in the keypad when you arrive and you should be all set. We advise that you do bring your arrival pack with you on your journey so that if you are asked to produce it either in the resort or by security, then you have it at your fingertips.

Who do I contact if I have a problem?
Your confirmation pack and your arrival pack will both contain contact numbers for Evergreen. You can call us to discuss details of your reservation, any maintenance issues, or any emergencies if they occur. Please listen to the options provided on 1-800-406-4140 and select the one you require. If there is no answer, then please leave a voicemail because that voicemail will go to several different people and they are always monitored. We believe our response times are the best in the business and we are always going to make ourselves available to take care of a guest.

How many people can stay in each home?
Licensing laws do apply to vacation rental but as a company, we have always put the properties first and we believe that one reason why our homes are so well thought of is because we do try to limit occupancy. For that reason, if you stay in a 2 bedroom home, the limit is 4 people, in a 3 bedroom home, the limit is 6, in a 4 bedroom, it is 8, in a 5 bedroom it is 10, and in a 6 bedroom it is 12. We do check the number of guests on each reservation so we do ask that guests respect the rules of a home.

Are pets allowed?
The answer is no. Service animals are allowed, of course, but we do require documentation for those. Without that, we do not permit any pets at all.

Is smoking allowed?
All our homes are no-smoking. A fee does apply if we find that a guest has been smoking in the property.

Is there an age requirement?
We do require the party leader to be at least 21 years old in every case. We always request a signed registration form for each reservation anyway, with the party leader responsible for any issues that occur.

Why do you require a credit card on the registration form?
We request information prior to arrival via the registration form which will allow us to see how many people are staying in the home, as well as provide a method of payment for any loss or damage that may occur. Every home is inspected prior to arrival, but as a company we do not make frivalent charges, and consider ourselves to be reasonable, but there are times when damage does occur and the guest is responsible for that. We do not charge the card in advance, and we do not charge the card for reservation payments either. It is simply a method of payment in case there is a problem, just the same as any hotel will do when you check in there.

What is provided in my home?
All our homes have full kitchens, including small appliances, crockery and glassware. They also have all towels and linens. Please remember that the home is self-catering so replenishing supplies is the responsibility of the guest but as a rule we supply a starter pack which includes; washing up liquid, kitchen roll, toilet tissue, dishwasher detergent, washing powder, shampoo, conditioner, and hand soap.

Is there wifi in the home?
All homes have  wifi, which is offered complimentary to all guests. The network and password information is displayed both in welcome book, which is in each home, and on your arrival pack, which is sent 7 days prior to arrival.

Is there transportation available to the attractions and airport?
Most resorts offer the ability to use a shuttle service but it does come at a fee. Our partner of choice for all your transportation requirements is Golden Transportation Shuttle. They will take you to all the theme parks and to and from the airport. Fees are dependent on the number of travelers and the destination but you can call them on 407-952-3339 for more information.

What other services do you provide?
We offer many services, through our partners at Derenter and Kissimmee Guest Services. Derenter provide almost everything that you might need in a home including baby items, BBQs, mobility scooters, etc. They will even supply groceries for you as well if you give them a list of your requirements. They can be contacted on 407-952-6222. Kissimmee Guest Services are our chosen partner for all things relating to tickets. They are the best in town, certainly the most trustworthy and they can be contacted on 888-206-6040.

What do I do at check-out?
We do not ask guests to do anything other than make sure the home is secure when you leave. It is always helpful if guests try to start the wash of used linens but it is not necessary and not requested. We do value the feedback of a guest when they leave so please feel free to contact us about that, and we always appreciate a positive review if you booked through one of our platforms at Homeaway or Airbnb.

Do returning guests get a discount?
It is always nice when a guest wants to come back to spend another vacation in an Evergreen home and we do all we can to make it worthwhile. Please feel free to ask us if you do return for any specials that we may have going on at the time. We will be happy to help if we can.

We have tried to answer all the questions that we have been asked over the years, and we hope that your question was among them. If there is anything else that we have missed, then it is very possibly answered in the listing itself for each home, so we would urge you to read that. Failing that, please feel free to let us know if you have any more questions.