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Frequently Asked Questions

FAQS

  • What is your cancellation policy?

    100% refund minus the booking fee for cancellations made at least 30 days prior to the beginning of the stay. 50% refund minus the booking fee for cancellations made 14 days prior to the beginning of the stay. No refunds for cancellations beyond 14 days. As noted above, the booking fee will not be refunded for any/all cancellations. No exceptions. We do offer Trip Insurance to avoid fees/penalties.

  • Can we get early check in/late check out?

    Early check-in/late check-out information isn’t available until the day before arrival/departure due to our booking system. If available, we allow early check-in at noon for an additional fee of $100.00. If the day after your departure date is open you can check out at 4pm for a $100 fee. (Unfortunately no early check in/late check outs during spring break or holidays)

  • Are pets welcome?

    Yes, at cabins designated as pet friendly. There is $85.00 pet fee and a limit of 2 pets. For website bookings through Vacana, Airbnb, and Vrbo please add the pet fee at checkout. For Marriott bookings please request the pet fee and we will charge manually once the reservation has been made.

  • What should I pack & what is included in the cabins?

    Bring your family and friends! Bug spray and sunscreen recommended. We provide a fully equipped kitchen: starter set of pots/pans, plates & cutlery, drinking glasses, cooking utensils, Keurig coffee maker (starter supply of k-cups, filters & cream provided/ground coffee & sugar NOT provided), standard appliances, salt/pepper/cooking oil, paper towels, foil NOT provided, so be sure to pack your favorite foods/drinks.

    All bathroom toiletries are provided including bath towels, shampoo, conditioner, body wash, and toilet paper.

    Linens and bedding, plus laundry soap (for washer/dryer) are included at each cabin.

    Grills are hardwired with propane at all cabins, and firewood is provided at all cabins EXCEPT "Timbuktu with You" cabin (starter logs are NOT provided).

    **Additional supplies can be purchased at local supermarkets. Our cabins are for short term rental use only therefore, if an item is not listed above, please assume it is not provided.

  • What are the best things to do in Broken Bow?

    Please copy/paste the link for the best things to do in Broken Bow: https://www.vacana.com/the-best-things-to-do-in-broken-bowtop-activities-places-to-go/

  • How do we locate our cabin?

    Once you have signed the rental agreement and paid your balance in full, we will contact you via email and text up to 3 days prior to your arrival with check-in procedures, the door access code and driving instructions. We encourage you to use Google Maps as that is the only app that provide accurate directions to the cabin. We also include step-by-step driving instructions in case there is no cell service or in the event of road closures. (Please be sure to check your Spam folder for any misdirected emails)

  • What if the WiFi is not working at my cabin?

    Look for the router located usually in a closet or laundry room. If all the lights are not on please DO NOT press the "reset button," just unplug the cable for about 5 mins and plug the cable back in. Lastly make sure you are entering the correct username/password provided (case sensitive).

  • What are the general steps regarding the indoor/outdoor gas fireplaces?

    Please refer to our YouTube channel for specific video instructions: https://www.youtube.com/channel/UCy1ViVcz6E7MLNxj70DnMGA

  • What are the general steps regarding the outdoor patio grill?

    1. Turn timer "on" by yellow valve located on bottom of grill (on ground for some)

    2. Turn on burner and hold down the knob until you hear clicking (that is the ignition)

    3. *Some grills have a specific button you use for the ignition, which then you will turn burner on and press the ignition button

    4. *Grills are hardwired to propane so no additional propane is required

  • How do we operate the hot tub?

    Please refer to our YouTube channel for specific video instructions: https://www.youtube.com/channel/UCy1ViVcz6E7MLNxj70DnMGA

    **FYI hot tubs are drained/cleaned after every guest so may need time to get to warmer temperatures before use during your stay (keep hot tub cover on). Also make sure to add 1 tablespoon of the spa chemical (located in glass jar under kitchen sink) after each use.

  • What do I need to do before I leave?

    Remember check out time is 11am.

    1. Place all towels either in the bathtub or laundry area.

    2. Leave beds "Unmade"

    3. Discard any remaining items left in the refrigerator.

    4. Take all trash out to the bins provided and make sure the lids are shut.

    5. Please log out of any streaming services on TV's.

    6. Please double check and make sure you did not leave anything behind.

    7. Verify all doors are locked upon leaving. You will receive an email with additional details. (Please check your spam folder for any misdirected emails)

  • What if there is an issue or we have an emergency?

    Our offices are open Mon-Thurs 8am-7pm & Fri-Sat 8am-8pm. Please call or text 405-310-1130 for assistance. Outside of those hours please text the same number with Emergencies Only. Wi-Fi signal, hot tub temps, or fireplaces are not considered emergencies and can wait till the next business day. For any life-threatening emergencies please call 911.