Policies

Policies are subject to change. This list is a simplified version, but you'll have the opportunity to see our full detailed policies before completing your booking. If you have any questions, please contact us.

Rates, Bookings & Deposits

Booking Deposit

A deposit of $200 (or $500 if your stay is longer than 7 nights) will be charged upon booking. This is non-refundable and applies towards your final bill.

Taxes and Fees

  • 13.32% lodging tax (Not applicable for stays over 30 days)
  • A one-time $50-$100 set up fee per suite (This is how we can cover our fixed cleaning and stocking costs, but reward long term stays with incredible nightly rates!)
  • Other than the taxes and the cleaning fees listed above, there are no other charges. You may choose additional add-ons for a fee.

More pricing details

  • Please see our Pricing Details page for more detailed information on taxes, fees, deposits, and discounts.

Cancellations

Please read our cancellation policy carefully. There are no exceptions.

  • Cancellations MUST be submitted via email to cancellations@aspenwoodmanor.com. Phone cancellations are not accepted.
  • Cancel more than 30 days before scheduled arrival = Full refund MINUS $200/$500 fee.
  • Cancel 14-30 days before scheduled arrival = Full refund MINUS 1/2 of your TOTAL rate or $500-- whichever is greater. ---Cancel within 14 days of scheduled arrival = NO REFUND unless the room is re-rented. If we can rebook your suite(s), a full or partial refund will be made less a $200 cancellation fee.
  • A 90 day cancellation notice is required on whole building bookings (less a $1200 or 25% fee-whichever is greater).
  • If you shorten your stay, you are responsible for all nights included in this reservation. If we are able to re-sell the unneeded nights, you will receive a refund/credit for the nights sold. If because of timing, the nights are sold at a rate lower than originally paid, you will receive the re-sale amount minus 3% (for card processing fees).
  • We do not waive cancellation fees for environmental issues/acts of god out of our control. *This includes COVID-19 related cancellations.
  • CREDIT CARD CHARGEBACKS- If guest initiates a chargeback through their banking institution, guest agrees to pay Aspenwood Manor a $50 processing fee to submit claim paperwork.

Our policy is subject to change, and when you book, you will be given the opportunity to review our cancellation policy before making the reservation firm. Cancel more than 30 days before a reservation = Full refund except for non-refundable $200 booking deposit. (If we can rebook your suite(s), a full or partial refund will be made less a processing fee.)Cancel less than 30 days before a reservation = No refund.

Cancel less than 30 days before a reservation = No refund.

PLEASE NOTE: We take your booking very seriously, and commit to honoring your reservation unless circumstances beyond our control prevent us from honoring the reservation. This includes, but is not limited to: employee booking errors, 3rd party double bookings, damage to a suite that renders it un-livable, etc. We reserve the right to cancel a reservation for any reason. We reserve the right to make a suite substitution anytime before check-in.

General Policies 

Policies are subject to change. When you book, you will have the opportunity to agree to the policies.

  • GUEST EXPECTATIONS
    • Guests are expected to leave the property in the condition they found it. Damages will be charged to the card on file or deducted from the cash deposit.
    • If you are booking for another individual, you agree that you are taking responsibility for their actions while on this property and agree to pay any rate or damage fees they may incur.
    • Guests must be a minimum of 21 years old to book. Contact us directly for exceptions.
    • We are a non-party facility. We have strict quiet hours from 10pm-8am.
    • Guests are also expected to have a great time in Provo and let us know if there are any local recommendations we can help them with. :)
    FACILITY POLICIES
    For your protection and ours, here are our facility policies. If you have concerns, please reach out! Your comfort is important to us!
    • USE OF PREMISES - The suites are not to be used at any time for the purpose of carrying on any business, profession, or trade of any kind, or for any purpose other than as a private residence. We welcome other types of uses with permission. Special permission must be obtained for events such as filming, photography, or large parties/meetings. Guests may not use lobbies to store items. Events and gatherings are prohibited in the parking lot.
    • VISITORS - Additional person charges will apply for guests staying overnight. Beds and rooms are prepared according to the number of guests registered.
    • CHILDREN - Children are welcome in most units. It's fun to be on vacation and we love kids, but children must not be allowed to run or yell in the hallway and stairs. Parents/guardians are responsible for any damaged caused by children and Aspenwood Manor is not held liable for any injury occurring on our property.
    • PETS - No animals of any kind will be allowed on or in the premises. Failure to comply will result in immediate reservation cancellation with no refund and a minimum $300 fine. Emotional Support Animals (ESAs) are pets and are not permitted. Service dogs must be disclosed and service dog expectations agreed to.
    • FURNISHINGS - Guest may not modify or move any furnishings. When cleaning is done, moved items may be mistakenly thought to be stolen/lost/broken, and the Guest will be charged for their replacement.
    • LINENS - Guest agrees not to use linens to remove make-up or to clean excess soiling. To keep our rates low for everyone, we will charge guests who choose to ruin linens.
    • APPLIANCES - Guests agree to NEVER leave an appliance running while not in the suite. If damages occur while Guest is away, Guest will be responsible for all repairs and clean up costs. Examples of this include oven fires, dishwasher leaks, etc.
    • SMOKING AND VAPING - All of our properties are smoke, vape and drug-free. Smoking or vaping inside will result in a minimum $900 cleaning fee. We are serious. Absolutely no smoking/vaping inside suites, hallways and common areas. We will DEFINITELY charge you if you smoke or vape inside your suite. Smoking is not permitted on the grounds. This means you must be on the sidewalks to smoke. Please be courteous and dispose of cigarette butts in the trash and not on the ground. You will be charged a $25 fee if we have to pick up your butts. Due to HOA restrictions, we do not permit smokers for long term stays under any circumstances.
    • DEEP FRY/BACON/OTHER STRONG ODORS - For cleanliness and smell issues, deep frying of any kind and cooking of raw bacon is not permitted in our suites. Deep cleaning charges will apply. To accomodate members of our team and guests who have chemical sensitivies, please do not use air fresheners/plug ins.
    • ALCOHOL/DRUGS - We have a zero tolerance policy for drug use. If we suspect drug use, the authorities will be called immediately. Alcohol is permitted but inebriation is not tolerated.
    • AC/HEAT- Do not run heat/AC with windows open. If your suite is not to your preference when you arrive, please set the temperature you would like and the system will reach that temperature as soon as possible. Do not set extreme temperatures hoping to reach your desired temperature faster. It doesn't work and will most likely freeze the AC lines in the summer. AC lines take 24+ hours to thaw and may result in damage to the system. No compensation or suite substitution will be given in this instance.
    • QUIET HOURS - Please enter and exit quietly and observe quiet hours from 10pm to 8am.
    • TV- Our suites include *very* basic local cable and a free Netflix connection. We do NOT provide support for additional devices or subscriptions (Hulu, Chrome, Amazon Prime, custom TV settings, ESPN accounts). You are welcome to sign into these accounts, but please remember to sign out when you leave. TVs must be left to their original settings when guest leaves. If we need to re-program the TV for the next guest, you will be charged a $25 fee.
    • FIRE/OPEN FLAMES- No candles, incense or other flames in the suite. BBQ/Barbacues are not permitted on the grounds.
    HOUSEKEEPING & MAINTENANCE
    • Weekly Linen Service-- is provided weekly for long term stays. We change the bed, bathroom and kitchen linens. During this service we also do routine maintenance and cleaning to ensure are suites are always in great shape. Guests may not decline this service though we can work around schedules if needed. If you have allergies to laundry detergent, we are happy to accommodate. Just let us know.
    • Extended Housekeeping - If you'd like a full housekeeping service during your stay, please reach out. We are happy to add this service to your stay.
    • Maintenance - We reserve the right to come in the suite during reasonable hours for maintenance and service.

Long Term Stays 

Our long term stay policies may be subject to change. Long term stays are welcome in any of our properties, however we reserve some of our suites exclusively for long term stays.

  • Payments/Billing
    -Stays of exactly 30-60 nights: Full payment due upon booking
    -Open Ended Reservation or stays more than 60 nights: 60 nights due upon booking (first and last month's rent). We bill long term stays in increments of 30 days.
    -Payment requests are made via e-check service. Credit cards may be used for an additional 4% fee (credit card fee). If an e-check request is sent and not paid within 3 days of receipt, the card on file will be charged with the additional 4% credit card fee.
  • Deposit -$200 fully refundable
  • Weekly Linen Service -Weekly linen service and scheduled maintenance is provided weekly and may not be declined however we can work around a schedule if needed.
  • Guest Count -Long term stay rates are calculated based on guest count. Official guest counts must be accurate and you must communicate with us when you plan to host an occasional overnight guest.
  • Furnishings -Please do not move furnishings around or bring in extra furniture. Art/décor must not be taken down. If you need special furniture accommodations, please reach out so we can discuss options.
  • Cancellations -We require a 30 night notice to cancel a long term stay booking. 30 days may be given on any day of the month. It must be given by 11am for that day to count towards the 30 nights.
  • Extensions
    -Month-to-month agreements: Guests can extend indefinitely
    -Fixed end date agreements: Guests can extend if suite is available. We may also be able to accommodate an extension in another suite. /li>
  • Payments/Billing -60 nights due upon booking (first and last month's rent). We bill long term stays in increments of 30 days. Payment requests are made via e-check service. Credit cards may be used for an additional 4% fee (credit card fee).
  • Tax Exempt Status -Stays over 30+ nights qualify for tax-exempt status. We'll send you link to our long-term-stay agreement if needed and once that is signed, tax will be removed from your stay.
  • Consumables -We set your suite up with starter supplies of toilet paper, trash bags, hotel starter shampoo, facial tissue, etc. Long term guests are expected to provide their own replenishments.
  • Property Exteriors for Satellite Properties (Timp Retreat, Montana Skies, Mountain View Condo, Honeycomb House)
    -Depending on the trash day of your particular property, we may ask you to bring the trash can to the curb.
    -Aspenwood Manor handles your stay and everything inside the walls of your new home. The home exteriors are managed by the home's owner or it's HOA. If there is an issue, we will do our best to communicate to the home's owner.
    -Snow removal is the responsibility of the tenant. A shovel is provided.

Our long term stay policies may be subject to change.

What is included and what to bring 

We are a fully furnished facility, though there are some things we do not supply that you will want to bring if you need them.

  • You may want to bring/purchase: quarters for coin-op laundry, specialty detergent, coffee maker filters and coffee, paper towels (we provide dishcloths), and toiletries.
    If you prefer a certain type of coffee, please bring it with you.
  • Our suites have an iron, ironing board, hairdryer, blender, coffee maker, and toaster (among other common kitchenware). We also provide hotel-sized shampoos/soaps (not replenished) and laundry detergent in the laundry room.
  • If you are planning to bring your own pillows or towels, please make sure they are a color other than white. This will ensure you and the housekeeper do not mistake your items for ours. If you have a question about whether something not listed is provided, please call or email us.

If you have any questions about what is provided, please do reach out!