GUEST SERVICES
We want to personally thank you for being our guest! When you come to one of our homes we think you should be able to expect a home that is tidy, clean and prepped with the necessary starter amenities to enable you and your group to begin their much earned vacation.
As you plan your trip we sincerely hope you find the following information valuable. Remember, we are always here if you need any assistance via call, text or email (Contact information on the landing page under our logo!)
Starter Amenities
We provide a starter roll of toilet paper, bathroom soaps, shampoos and conditioners for each bath. We also provide a fresh sponge for the kitchen sink, starter dishwasher pods, a new bottle of Palmolive detergent and a roll of paper towels. We believe guests should be able to come straight to the home they are renting and begin their vacation without running to the store. Get there. Get in. Get to the water and start having fun! We will have your home ready for you with all the basic starter necessities. These have been provided for you by the homeowner as a way of saying “Welcome to our house!”
Linen Services
We offer comprehensive linen rentals to enhance your stay. This includes providing fresh, sterilized, folded, processed and sealed linen packages for each bed, bath towels, hand towels for each bathroom and pillow cases ensuring a clean and comfortable experience for the duration of your visit. Keep in mind that your home will have a washer and dryer available to you that you are welcome to use! Most people do a few loads of laundry while staying with us, and although we don’t provide detergent or softeners due to to allergens and chemicals, we do encourage a “use some, leave some” mindset meaning that if there is something there then by all means you are welcome to use it! Also, it is super important for us to maintain a clean, sterile product for you to sleep on. Therefore, if you unpack your linen package (each bed has it stacked with a towel and washcloth) and there is something that isn’t “just right” then let us know immedaitely and we will see that it is replaced! ALL HOMES COME WITH A LINEN PACKAGE THAT WAS PAID FOR AT THE TIME OF BOOKING so there’s nothing lft to do except come and relax. Oh, by the way, we do not allow outside linens to be brought in for any reason in order to provide consistent standards for sanitation. We hope you understand our desire to protect you and your family and friends!
Cleaning Services
Our professional cleaning services maintain high standards of hygiene and presentation throughout your property. We coordinate thorough cleaning between guest stays to ensure a clean and welcoming environment for every arrival. Since we have over 8 cleaning teams we rarely have a situation whereby a home is not ready when the guest arrives. However, if somethng happens that is catastrophic we will do everything we can to make sure you are taken care of to minimize any inconvenience. Also, if you arrive at a home and something doesn’t look right to you then please let us know immediately! We will make it right by sending someone over immediately or compensating you for any agreed upon inconvenience.
Broken Things and Maintenance Services
We facilitate seamless coordination of light maintenance needs on an ongoing basis. This includes promptly addressing minor repairs and upkeep to preserve your property’s condition to maximize guest satisfaction. If you arrive at a property and something is broken, doesnt work, doesn’t function or has not been picked up during the turnover process then notify us immediately. We cannot be responsible for making amends if you notify us after your stay that something was wrong and that you would like some consideration. Furthermore, if you leave the home and the turnover crews identify something broken or not functioning we do not want you to be on the hook for something that you did not break. Look, accidents happen, things break and all kinds of things go a little off kilter when people come to the lake to enjoy life! All we ask is that you keep us informed if “life” happens during your stay!
Trash – Trash buildup and noise related complaints are the number one and two reasons why HOA’s push back against rental units in their neighborhoods. Remember, this is not a hotel. You are staying at someone’s home in a residential neighborhood. If your trash bins become full, make one call or text to our hotline and we completely empty or reduce the trash to manageable levels within 24 hours. We are registered with Warren County PSC (NC) as authorized trash disposal providers and provide a fast, legal on demand service that keeps trash down, HOA’s happy guests from having to haul away trash.
Noise – We ask that you keep in mind that noise carries like CRAZY across the water as there is no buffer. Any noise, whooping, hollaring, music, etc will be noticed by someone who is probably trying to sleep and get up the next day for work. Noise reported to the management will be dealt with swiftly with a call or a site visit.
Bee-Wasp-Snake Sighting– You may have heard that we are a lake fron community with all the associated critters, vermin bugs, etc. They are here and they are here to stay. You will see the and any efforts we make to remove them will be followed by a persistent effort on their part to repopulate an area. If a guest has a problem with a wasp nest, bees, snake sighting, etc we are one call away for immediate resolution. Ants, termites, interior pests, mice, mole and voles, foxes, possums, vermin, etc and other recognized wildlife categories require a licensed application from a licensed vendor, which we can coordinate if you let us know!
Spiders – One call to the office and someone will be by to swipe for spiders and apply retail off the shelf products to aid in their abatement. Treatment using chemicals other than off the shelf retail products will require professional intervention.
Propane – We provide concierge propane bottle swapping for guests who run out of propane and need a re-supply. One call or text to the office and we can replace a bottle within 24 hours! We keep multiple backup propane bottles on-hand for immediate deployment at our operations center.
Emergency Services
This is a Lake Gaston Vacation Rentals exclusive and places our capacity to serve in adverse conditions head and shoulders above any competition. Preparedness means rapid response and rapid response means revenue preservation and the ability to minimize damage and its effects in an emergency situation. We have the following assets available to us, and YOU as our guest, and we are prepped and ready:
1. Breaching Equipment. LKGVR maintains track loaders, chain saws and 4-wheel drive vehicles to remain unstoppable in reaching our homes in an emergency. If a BIG storm comes and trees come down across the driveway we can immediately deploy assets to clear the way so follow up maintenance can take place and so you, the guest, can enter or exit safely
2. Backup Mobile HVAC Units. We have 6 mobile Toshiba HVAC units available for immediate deployment in case a homes HVAC system goes down and the situation requires cool air NOW for a small area. During a 100 degree heat wave small children or individuals with medical conditions might find this invaluable for their comfort! If a guest cancels due to an HVAC related condition an owner could lose thousands in revenue. This back-up emergency capability could help you if you have medical equipment that MUST have power to operate. Let us know and we will do everything within our power to make sure you are safe and comfortable.
3. Backup Power. In the 2025 rental season we had 11 power outages across the areas we serve. Lake Gaston Vacation Rentals responded during these emergencies with 3 backup powerplants maintained at the control center. We have a 10kw gas operated unit, a 2kw gas operated unit and a 4kw solar charged solid state unit available. For guests that have medical devices which must have power we are prepared. Last year (2025) at a larger home where a guest had planned to feed 22 people they experienced a power outage which was projected to exceed 8 hours. The immediate deployment of our 2kw power supply saved hundreds of dollars of food which the guest had purchased. If you are renting a large home and “The Big One” is headed our way we can even pre-position an emergency backup power supply to make sure you don’t lose hundreds of dollars worth of food for your group!
4. Backup Internet and WiFi. Lake Gaston Vacation Rentals maintains a backup celluar based WiFi service for immediate deployment. Although this resource is limited it is available and saved a corporate group last year who checked in and required WiFi for their stay. We deployed the Verizon based WiFI system and provided the backup generators to power their mobile devices and their connectivity. No power? No internet? No way to charge your devices and you’ve planned a corporate retreat? NO PROBLEM. Within one hour we have deployed the power, connectivity and means for work to continue without interruption. Let us know if you are booking a corporate event and you need to make sure your groups plans experience minimal disruption.
5. Emergency Maintenance. Our emergency maintenance services operate 24/7. Have you checked in and notice the septic system backing up into the basement at 11pm due to a failed ejector pump (sooo common)? Bring it on! We can deploy a certified moisture and remediation technician at any hour of the day to assess the situation, coordinate cleanup and sterilization services and develop the gameplan to have systems back up and running in record time. Since we are the largest provider of rental management services at Lake Gaston we have preferred relationships with electricians, septic related services, general maintenance providers, etc and can get things done faster than anyone else in this marketplace. Call us at the 24/7 call center and your call will be routed immediately to the on call manager.
6. Tier 1+ Sanitation Services. Lake Gaston Vacation Rentals maintains the ability to clean, sanitize and disinfect at levels far beyond a normal cleaning. These measure are not routinely deployed, but can be deployed when requested. Level I is what every short term rental is expected to provide via a normal changeover. However, LKGVR is able to go the extra step when necessary providing electrostatic misting using antimicrobials and also whole house Ozone shocks utilizing commercial ozone generators. During the COVID outbreak these services, when requested, provided extra peace of mind for renters who require not only a “cleaned” environment, but desired an extra effort to minimize air and surface pathogens due to their particular health conditions. If you suffer from allergies we can ozone shock the house prior to your arrival if you let us know well in advance. There is a substantial cost to this based on the size of the home, but it is available.