Policies

Reservations / Cancellations

All guests of Stay Roanoke are required to complete our rental agreement prior to check in. This document will be sent via text message, so please update your phone number on your booking platform.
In order to secure your reservation we require 100% of payment at the time of reservation using a major credit card.
Payment is required within 24 hours of confirming your reservation or your reservation will be cancelled.
To receive a full refund, guests must cancel within 24 hours of booking, or the cancellation must occur at least 14 days before check-in.
If canceled between 0 and 14 days prior to check-in, you’ll be charged 100% for all nights booked, but will receive a refund for your cleaning fees and any taxes paid.

Check-in time is anytime after 4:00PM. Early check-in may be available upon request and with an additional fee. We are happy to accommodate your needs as long as it works with our staff and housekeeping schedules.
Check-out time is 11:00AM. Late check-out may be available upon request, so please inquire with the Stay Roanoke team for cost and availability.

Noise levels must be kept strictly under 60 dBA (normal conversation volume) during the day. Music and/or excessive noise outdoors (i.e., yelling, noise amplification, musical instruments, animal barking etc) must be kept to a respectful minimum at all times. Outdoor Music is not permitted after 10PM. No amplification devices or musical instruments can be used outdoors or can be audible outside the unit at any time, day or night. Guests must be mindful of their noise levels at all times.
Building quiet hours are strictly enforced from 10PM-7AM.
No smoking allowed. Evidence of smoking will be fined $1500 to cover the cost of smoke removal equipment and cleaning fees.
Pets are allowed in certain units with a signed pet policy and all fees paid up front. Unauthorized animals will be charged a fine of $100 and the cost of any additional cleaning or damages.
Parking is available on site where available or through the downtown city owned garages.
Parties / events, lack of decorum and disruptive noise will not be tolerated.

If the neighbors are disturbed, Stay Roanoke reserves the right to ask the tenant to vacate the premises with no refund.
Guests must maintain all property and furnishings in good order.
Guests may only use appliances for their intended use
Guests, other than those in the party provided, may not stay overnight in the property.
All guests are the sole responsibility of the renter who made the reservation.
Guests are not allowed to exceed the agreed upon occupancy limit.
Guests are responsible for doing a walkthrough and reporting any damage upon entering the property.
Maximum occupancy cannot be exceed at any time.

We use keyless entry and keycards for our properties. In the event of a lockout we will do our best to get you back into your unit as soon as possible.
In the event of a lost or missing key card, new cards will be issued at a cost of $25 per card and a $50 service fee.
After hours lockouts (between 10pm-7am) are subject to staff availability and thus we can not guarantee re-entry during that time period. Please be advised that we do not provide 24/7 lockout support or on-site service.