Scheduling FAQs

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• How much time will I have in my home each year?

  Your access depends on the number of shares you own. Each share includes 44 stay nights, and they are tracked on a 365-day basis. For example, if your ownership anniversary date is October 20, 2020, we’d count the total number of stayed nights between October 21, 2020, and October 20, 2021.

• What if I want to enjoy more stays in my home?

  As a benefit to owners, you are invited to enjoy stay nights that exceed your annual stay night threshold of 44 nights, pending home availability. A modest nightly operating fee is assessed to cover operating and ownership costs. The fee is used to offset costs for other owners, and there is no markup added. Owners will find rates to be dramatically less than booking a similar, non-Pacaso home.

• How do short-notice stays work?

  Starting seven days before arrival, open nights can be booked on the Pacaso app by any owner. Short-notice stays do not count toward an owner’s general stay count (6 general stays per share of ownership). Short-notice stays do, however, contribute to your total annual stay nights .

• How does the scheduling app work?

  The Pacaso app is powered by our SmartStay™ scheduling system. It’s easy to use and equitable for owners based on their number of shares owned. The app displays real-time availability and supports two types of owner stays: general and short-notice. General stays are made 8 days to 24 months in advance, and each owner has access to a general stay that falls on a special date (e.g., federal holidays). Short-notice stays are made 2 to 7 days in advance of arrival. Over time, the SmartStay system will learn each owner’s stay preferences and make suggestions for dates you may enjoy.

• Do owners have a priority rank order for scheduling?

  No, owners schedule their stays based on real-time availability; there is no set ranking order to select dates. This gives all owners equal access to dates important to them, regardless of when they purchased their home.

• How many general stays can I schedule?

  Owners may hold up to six general stays at a time per 1/8 share owned. Stays must be for a minimum of two nights. A stay with a duration of 2-7 nights counts as one general stay, while a stay with a duration of 8-14 nights counts as 2 general stays. In addition, you may hold one short-notice stay at a time.

• How long are owner stays?

  The maximum length of a stay is based on shares owned. Owners of one share can enjoy a stay anywhere from 2 to 14 nights. A stay with a duration of 2-7 nights counts as one general stay, while a stay with a duration of 8-14 nights counts as 2 general stays. Owners of two shares have the option to book stays up to 28 nights. In off-season periods, owners also have the option to extend the length of their stay.

• Can I book back-to-back stays?

  No. An owner’s arrival date must be at least seven days from the prior departure, or the number of nights of your last stay (whichever is higher). This policy is made to ensure equal access to the home for all owners.

• What is a special date?

  Special dates include these nine observed U.S. federal holidays: New Year’s Day, Martin Luther King Jr. Day, Presidents Day, Memorial Day, Juneteenth, Independence Day, Labor Day, Thanksgiving and Christmas. Special date stays must be for a minimum of four nights.

• How many special dates can an owner reserve?

  Owners may hold up to one special date stay per share.

• What if I don’t get the special date I want?

  SmartStay™ is designed to be equitable, and each owner is guaranteed one special date per share. We recognize you may not always secure your first choice of a special date in a given year (e.g., Christmas), but our 24-month stay calendar gives you the opportunity to request the date in the future.

• How far ahead can I book a stay?

  Owners can book their home from 2 days to 24 months in advance of arrival. For example, if today is October 21, 2020, you can set dates for arrival beginning October 23, 2020, up to and including October 30, 2022.

• What if I need to cancel a stay that I've booked?

  Owners can cancel with no penalty 60 or more days before arrival. Cancellations made 59 or fewer days before arrival will trigger a notification to other owners, alerting them of the newly available dates. If the dates are rebooked by another owner, there is no penalty for the canceling owner. If the dates are not rebooked, the dates count toward the cancelling owner’s annual stay night cycle for the year.

• If multiple owners submit a short-notice stay request, who is the stay given to?

  SmartStay™ uses an algorithm to assign short-notice stays to requesting owners in an equitable fashion, prioritizing owners who have not recently enjoyed a short-notice stay.

• Are all stay requests accepted? How am I notified of the status of my request?

  If a general stay date is shown as available in the Pacaso app, you can instantly secure the stay date. General stays are made 8 days to 24 months in advance of arrival. Owners can submit a short-notice stay request 2-7 days in advance of arrival. You will receive a push notification in the app letting you know if the request was accepted or denied. Notifications are sent by 5 p.m. (based on the time zone of the home) on the day the request was made, or the following day for requests submitted after 5 p.m.

• What time is arrival and departure for owners?

  Standard arrival and departure is noon, but owners can request earlier arrivals and later departures. All efforts will be made to accommodate your requests if the calendar and cleaning schedules permit. You will be notified if this is possible 48 hours prior to your arrival and/or departure.

• What is the role of the owner representative?

  Pacaso assigns one of its Crew members to serve as an owner's representative. The representative, backed by the Pacaso technology platform, supports owners with scheduling, dispute mitigation, financing and more. Additionally, every home is supported by a local property manager vetted by the Pacaso team.

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