Policies / Frequently asked questions
What is check-in and check out time?
Check-in: 3:00 pm onwards (if arriving after 8:30pm please let us know)
Check-out: 10:00 am
What is our refund policy?
We offer a hassle-free 24 hour refund policy after booking provided you booked at least 48 hours from check-in time. If you cancel after the first 24 hours you will forfeit 4% minimum. If you cancel within 7 days from arrival you will forfeit your one night deposit. No refunds will be provided after check in for any reason.
What is our cancellation policy?
You can cancel within the first 24 hours after booking to get a full refund policy provided you booked at least 48 hours from check-in time. If you cancel later you will forfeit 4% minimum. If you cancel within 7 days* from arrival you will forfeit one night deposit in full. No refunds will be provided for any cancellation after check in for any reason. (*See also snow policy below)
What payment methods do you accept?
We accept all major credit cards (Visa, Mastercard, Discover, American Express. We can accept cash at check in. We do not accept personal checks or cashier checks. We never request money by paypal or bank wire.
What are our customer service hours?
Our team is usually available 7 days between 3pm and 6pm (EST). We will generally answer calls and the doorbell most other times up to 9pm. If you have an emergency after 9 pm please text or come ring the doorbell in the office. Alternatively please call (906) 287-1377 and leave a message and we will return it as soon as we can.
Can I move my booking?
You may move your booking at anytime except within the last 7 days of arrival or after arrival.
Can I get extra bedding?
Yes, you can get extra bedding. We charge $30 per stay for extra bedding and we can make up sofa beds and futons in the cabins. Please note that each accommodation has standard guest numbers covered in the basic charge.
Additional guests attract an extra $10 per night charge (rooms/tiny cabin have a base charge for 2 guests; other cabins have a base charge for 4 guests).
What is our snow policy?
If you are coming for snowmobiling in the months of December through March, we recognize snow may melt and we are amenable to cancellations at least 72 hours prior to check-in time in the even of a significant snow melt. It is your responsbility to monitor the weather and ensure you cancel at least 72 hours from arrival. You will forfeit your deposit if you cancel in the last 72 hours from check-in time - No exceptions. This policy only applies for significant snow melts - meaning when little or no snow remains in the forest.
What is our smoking policy?
NO smoking inside. WE DO NOT ALLOW SMOKING INSIDE OR NEAR OPEN DOORS TO ACCOMMODATIONS. If your accommodation smells like cigarette, cigar or marijuana smoke after you leave you will be charged $250 for the additional cleaning.
There are butt cans located in the common areas - use them, do not drop your butts on the ground. We aren't smokers and we don't like picking up your butts, nor do other guests like seeing them on the ground.
Can we tell you about the area and things to do?
Click on the "Things to Do" tab above or go straight to our Welcome book here: https://guide.touchstay.com/guest/NqaySD3L_Kn5F/
Do you accept pets?
Yes, pets are allowed in all accommodations, except cabin #3 (The Neighbors Cabin). Pets attract at $10 per night, per pet charge. We only allow 2 pets per accommodation. We require pet owners to pick up after their pets around the yard and dispose of waste in the trash bin.
If you do not disclose your pet/s on or before arrival you will be charged a flat $150 fee to your card. Owners of guests are fully responsible for the action of their pets and indemnify the Hilltop Cabins LLC and owners of the property for all costs relating to damages/loss.
If you have a pet allergy we recommend you seek accommodations elsewhere because you may be exposed regardless due to pets walking the property.
Can you tell me how to light the stove range and do other things about the Hilltop Cabins property?
Helpful tips are on welcome book here: https://guide.touchstay.com/guest/NqaySD3L_Kn5F/
Are there Laundry facilities at the Hilltop Cabins?
No. (Only Cabin #6, The Rabbit, has a washer and dryer.) All other accommodations do not have laundry facilities. (The local campground at Woodland Park on Braziel St downtown Grand Marais has public washers and dryers.)
Extra costs for cleaning/damages?
Cleaning: Actions by guests that result in extraordinary cleaning will result in a minimum $150 charge. Damages or loss: Guest is responsible for all damages and loss as a result of their, their dogs, or their invitees/guests actions.
Is there airconditioning at the Hilltop Cabins?
No. Like most of town we don't have airconditioning. Our cool air comes from the wind flowing across Lake Superior. Most of the year it is cool or cold, but occasionally in summer we get a hot day or two, maybe three. We do have fans in all accommodations and when the sun goes down if you put them in the window it draws the cooler air inside. We do have heating though.
Where is my cabin on the property?
Where is Cabin 6, The Rabbit?
Where is the Beach?
If I leave something behind can I get it back?
If we find something after cleaning we add it to our lost and found. We are happy to mail it back to you but you get to pay the postage costs. Otherwise, we keep it in our lost and found for 6 months, then we dispose of it.
What happens if I take something home without permission?
If it is an accident, let us know and get it back to us asap. Taking something withhout permission is stealing. We will charge you the replacement cost and we may report it and your name and address to the police. We also won't welcome you back.