Common Questions about Vacation Rental Homes

For Guests that are currently in house you can access our Guest Book and Troubleshooting guide by clicking the links below:

Online Guest Book:

Gemstone Homes Online Troubleshooting Guide:

How do I make reservation?
Once you have selected your Gemstone Vacation Home you may either book direct from our web site or contact the office to be connected to one of our vacation home specialists who will be happy to assist you.  Call 407-397-1128.

The deposit amount required is 25% of the rental stay or $250 deposit whichever is greater.

Payment Options:  
Major Credit Cards
Wire Transfer **must be received 30 days prior to arrival guest is responsible for any additional bank fees

When do I pay the balance?

Balance due in full 7 days prior to arrival date.

Does the total include all taxes and fees?
Yes, the total includes tax and cleaning fee.  Extra services such as pool heating or BBQ delivery is not automatically included. Please order any additional services at time of reservation or directly through the office at 407-397-1128.

Is the home I book the exact home advertised on line?
Yes, unlike most vacation rental companies, we rent the specific property you see in full detail on our website. We believe that this is the best way to ensure guest satisfaction with accommodations.

Why should I choose a Gemstone Home?
  • Dedicated 24/7 Guest Services assistance for the length of your stay.
  • Multi point quality service inspection prior to arrival
  • Free Wi-Fi in every home
  • Homes are professionally cleaned and maintained before and after each arrival
  • Centrally located homes with easy access to Central Florida attractions

When is check-in and checkout time?
Check-in time is after 4:30 p.m. and Check-out time is before 10:30 a.m.

***Arrangements can be made for after-hours arrivals as well as early and late check in when available.

What is your change/cancelation policy?
Changes & Cancelations Reservations can be changed or canceled prior to 60 days before arrival date and will be subject to a $50 administrative fee.

Any reservation canceled within 60 days of arrival will result in retention of the reservation deposit. There are no refunds for late arrivals or early departures.

How will I receive my confirmation and arrival instructions?
All confirmation and arrival instructions will be sent via email.

Please make sure that Gemstone is added to your approved senders list to insure you receive any correspondence from our office regarding your stay.

What if we leave something at the property after we depart?
Should you realize you have left an item behind please notify our office as soon as possible. A member of our staff will be happy to assist you. Items that are found after departure will be brought to the office lost and found and held for 60 days. Office tel. 407-397-1128

When checking out, what do we need to do?
Please be sure the home is locked and key placed back in the lock box.

How many people do the homes accommodate?
Due to local hotel codes the occupancy may not exceed the allowable amount of guests per home. Maximum occupancy includes infants and children.

The following outlines the typical maximum occupancies for each home, unless otherwise posted. You can find the maximum occupancy listed on the property page for each individual property.
  • 2 bedroom sleeps maximum of 4
  • 3 bedroom sleeps maximum of 6
  • 4 bedroom sleeps maximum of 8
  • 5 bedroom sleeps maximum of 10
  • 6 bedroom sleeps maximum of 12
  • 7 bedroom sleeps maximum of 14
  • 8 bedroom sleeps maximum of 16

Can we heat the pool?
For homes with a pool/spa, heat can be added to your reservation for an additional fee.

Pool Heat Policy;  Pool heat must be ordered for a minimum of 3 days. Gas heaters $35 per day plus tax. Electric Heaters $25 per day plus tax. When ambient temperatures fall below 70 degrees pool equipment will struggle to reach the guaranteed 80 degree water temperature. Guest must report unsatisfactory water temperatures within 24 hours of arrival. Refunds approved after 48 hours of unsatisfactory report is made and 80 degree temperatures are not reached. Gemstone holds no responsibility for increment weather or equipment malfunction.

You will receive a pool heat addendum with your confirmation package, which states that pool heaters have electrical/mechanical components that can sometimes break. We will do everything in our power to rectify any problems with malfunctioning equipment as quickly as possible.

Community pools are heated at the discretion of the governing home owners association.

Do you allow pets?
Some of our homes are Pet Friendly with additional cleaning fees and deposits. Should you require a pet friendly home please contact the office for pricing and availability.

Is there air conditioning and heat?
All of our vacation homes, town homes and condos have air conditioning and heat.

Is there a fully equipped kitchen in the vacation homes and town homes?
Yes, every vacation home, town home and condo has a fully equipped kitchen. Please refer to each individual property page for a specific list of kitchen and home amenities.

Is there a telephone and wifi at the home?
Each of our properties has a telephone and wifi available for guests use. Most of our homes include free limited long distance calling. In certain circumstances you will be required to purchase a calling card to access international long distance services. Please refer to your registration paperwork for the telephone number and wifi information. The telephone number to the property will be displayed in your rental agreement.

Are linens and towels provided?
Yes, there are linens and towels provided in each home. All bedding is provided and towels are supplied at twice the maximum occupancy. Note: Beach/pool towels are not included with our homes unless otherwise indicated.

Are the vacation homes cleaned daily?
No, our homes are cleaned before your arrival and after your departure. You may request a mid-stay clean at an additional charge. Mid-stay clean includes washing all sheets and towels, cleaning the bathrooms, kitchen area, vacuuming, dusting, sweeping, mopping, and refreshing your starter paper products.

Are there cleaning supplies?
We do not leave any chemicals in the homes.  There is a mop, broom, dustpan, vacuum, iron and ironing board in the property. Our homes also include a washer, dryer, dishwasher and starter products.

Each home is supplied a complimentary starter pack of can liners, toilet paper, dish soap, hand soap, coffee and paper towels. Gemstone does not replenish these items during your stay.
*Additional supplies or replenishments to those listed above will be the responsibility of the guest.

Are the properties non-smoking?
Yes, all of our properties are non-smoking. Smoking is permitted outside of the property only.

Are there any handicap accessible properties available?
Yes. Please contact our Reservations Team for a list of handicap accessible properties.

Is parking available for multiple cars, RVs, buses or trailers?
If you and your group will be arriving with more than two vehicles, or any oversized vehicles, please call our office at 407-397-1128 in advance of your arrival to inquire about the parking availability for the home you have rented. Also, please inform any guests who might be visiting for the day or evening that parking is very limited. Typically, parking is not available at the properties for RVs, buses or trailers. Please contact our office if you need to make specific parking arrangements.

What are your office hours?
Our office hours are from Monday through Friday 9:30 a.m. to 5:00 p.m.-Saturday's phone lines open 9:00 a.m. to 3:00 p.m.- closed on Sundays.

What is standard in my vacation home?
Fully equipped kitchen including
Dish ware
Pots, pans, cooking & serving utensils
Coffee Maker
Starter pack of dish soap and paper towels
Washer and Dryer
Iron/ironing board
Hair Dryer
Fresh prepared Bed Linens
Cable Television(s)
Central heating and air-conditioning
Weekly pool maintenance for properties with private pool
Full cleaning upon check out

What Your Rental Home Does Not Include
Pool Heating-this is an extra charge
Gas BBQ Grills- delivery of a grill is an extra charge
Paper Products, Toilet Paper< only 1 starter roll per bathroom is included>
Cleaning products, detergents
Daily Housekeeping –this is an extra charge