Wander
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Frequently Asked Questions

Booking

To contact Concierge, text +1-737-377-3205.

Q: Is there an age requirement to book a Wander?
A: Yes, you must be at least 21 years old to book with us. You can review that policy and others on our rules page here: wander.com/rules

Q: What is the minimum stay?
A: All Wander homes have a 3-night minimum stay.

Q: How do I book a stay?
A: You can book on our website here or on the Wander app (downloadable on wander.com)

Q: Where do I find prices?
A: You can check out the prices, view available dates, and make bookings on-web here or on the Wander app (downloadable on wander.com). Prices vary according to dates and availability. 

Q: How do I know if Wander is right for me?
A: Wander welcomes people of all ages (as long as the person booking is 21+) and is great for those who love adventure, new experiences and technology. We find homes in the most inspiring of locations, which means that our properties can be a bit off-the-beaten-path, with some even positioned on high cliffs or up a steep drive. Please be sure to read through each property's description thoroughly to ensure you are picking a location that is right for you and your party: https://www.wander.com/properties

Q: Do you accept one or 2-night bookings?
A: We accept one or 2-night bookings only if there is a gap between existing bookings, and you should be able to do that in-app automatically in those situations.

Q: Can more guests stay than indicated on your website per property?
A: We have on the property pages how many people you can sleep in beds, we’re also okay with bringing children or extra friends for you to bring one extra air mattress per bedroom in the home. However, please note for Wander Joshua Tree there are strict occupancy rules due to Yucca Valley's short-term rental restrictions - so please read the "Before You Book" section on that property page before bringing additional guests. https://www.wander.com/properties

Q: Can I get someone to clean up during my stay?
A: Yes we can arrange for cleaning to visit, contact Concierge by text: +1-737-377-3205

Q: What is your check-out process?
A: Our check-out process is very simple. We won't leave you with a long to-do list, we promise. 

1) Check your belongings in each room of the home. Keys, jackets, sunglasses, and electric shavers are common items we've found left behind. Forgot something? Message Concierge. Our local runners charge a lost-and-found service that costs $50 to ship your item(s) home to you.  

2) Close doors/windows and turn off stoves and ovens.  

3) We ask that you leave the home generally tidy to make it easier for our cleaning crews. But you don't have to worry about stripping the beds, and used towels or robes can be left on the floor.  

That's it! Safe travels back.

Properties

Q: When I book a Wander, do I get the entire house to myself?
A: Yes, you do!

Q: How do I get to the property from the airport?
A: Mozio serves the areas our homes are in, and you can book transport here!

Q: What is the situation for groceries?
A: There are details in your home guide in your Wander app after you book, for the grocery options at that Wander! 

Q: What does the kitchen include?
A: Every Wander kitchen comes fully stocked with appliances, cooking basics, tools, and more. You can find a detailed list of kitchen amenities every Wander has on our blog. You may also check out our property pages to see the other amenities included at specific Wanders.

Q: Do you allow pets?
A: Yes, most Wanders are pet-friendly and we welcome our guests' furry friends on their stays with them. However, we do have some rules and a pet fee to preserve our homes' delicate luxury furniture and linens.

When outdoors, please remember to keep them on a leash to keep them and the neighbors safe, and don't forget to clean up their waste. To also protect future guests who are allergic, pets are strictly prohibited in beds, indoor or outdoor furniture, or spa facilities. Pet owners will be responsible for additional cleaning treatments in these locations.

For those who would like to bring a pet, there is a + $350 per pet charge at check-out, which goes to the cleaner for the extra work required after a pet stays. This does not cover additional treatments needed if pets go on the furniture, beds, spa facilities, or leave waste on the property.

You may let the Concierge know if you have a service animal to waive the pet fee.

Q: What security measures are available at a Wander home?
A:
For security, there is a ring camera on the exterior of the front door and cameras facing the driveway at each Wander. There are no other cameras inside your Wander home. 

Payment

Q: How do I pay in installments?
A: Once you get to the checkout, select “finance” as your payment method, and you can choose the financing option you prefer.

Q: Can I use different cards to pay for my stay?
A: You may only use one card to pay for your stay, but you can pay over time using Klarna. 

Cancellation and Refund Policy

Q: What is your cancellation policy?
A: If it is more than 14 days before your check-in date: you can freely move your stay or receive Wander credits of the total value of your trip, which you can spend on any future stay at any Wander property.

Please note that cancellations should be made before 4 PM EST, 14 days before the check-in date for credits to be automatically reflected in your account.

If it is less than 14 days before your check-in date: you can no longer move your trip. We will re-list your dates and attempt to re-book them. If we are successful, you will receive Wander credit for whatever dates we can re-book. 

It’s okay to re-sell or gift your dates if you have a colleague or friend who can make them; in this case, just let the concierge know their name and email.

By booking, you agree and understand Wander does not give refunds, only credits.

You can find all Wander booking policies here at wander.com/rules

Q: What if bad weather or an illness happens and we need to cancel?
A: Wander is not responsible for weather conditions, personal emergencies, or schedule changes. Guests who get travel insurance through Allianz which offers packages that cover illness and weather, can file claims through Allianz if something happens. 

App & Smart Home Technology

Q: Could you tell me more about the "smart home" technology?
A: There is state-of-the-art technology throughout the home, which you will need to control from the Wander app. Things like unlocking the door or turning on the lights are done via the push of a button in our app. If your Wander comes with a heated pool, you may need to use the iAquaLink app on the provided iPad in the home to control its temperature and lights. Our Wander Concierge will support you over text.

Wanders are great for those who love emerging technology, but if you aren’t comfortable using technology, it may not be an enjoyable experience.

Note that some Wanders have beta smart home features. Please check out the home guide for the available features per property. 

Q: Why isn’t my app working?
A: Check the app store or play store to see if you’re on the latest version of the app. If the issue persists, contact Concierge for help.

Q: How do I log out of the app?
A: There is a logout button on the profile screen. If you're unable to see the profile screen, you have the old version of the app, so we recommend that you either update it or delete it and reinstall it.

Q: How do I delete my account?
A: We hate to see you go, but if you want to delete your Wander account entirely, you can do so from the profile tab under the account settings on the app.

Active Trips

Q: Why don’t I see an upcoming trip?
A: Check the app store or Play store to see if you’re on the latest version of the app. If the issue persists, contact Concierge by texting +1-737-377-3205 for help.

Q: Why don’t I see an active trip?
A: Trips becoming active at check-in time. Check the app if you have an upcoming trip. If you don’t see one, make sure your app is up to date. If the issue continues, contact Concierge for help. 

Q: How do I check in?
A: You may access the complete home address, door access codes, and passwords available on the Trips tab on the app under the arrival section.

Q: How do I add someone to my trip?
A: You can invite someone to your trip and give them full access to the Home Manual by going to your trip details and clicking the invite button

Membership 

Q: How do I become a Wander member, what is it, and what are the benefits?
A: You become a Wander Member in the Wander app, and you gain exclusive discounts from brand partners and also a Wander hoodie when you book your first stay!

  • Herman Miller: 15% off WFH products
  • Design Within Reach: 10% off WFH products
  • Knoll: 15% off WFH products
  • Lazzoni: 22% discount; complimentary design service; accessory gift set with purchase; priority client service
  • UpLift Desk: Free select accessory
  • NollaPelli: 15% off your NollaPelli Purchase
  • Sterling Pacific: 25% off on Sterling Pacific's full aluminum travel cases                                                    

Collabs, Partnerships, and Affiliates

Q: Is there an affiliate program?
A: Here is the info for our affiliate program.

Q: Can I partner or collab with Wander?
A: If you have a proposal for us, you may send it over to hello@wander.com!

Wander Merch

Q: Who is your hoodie supplier?
A: That’s top secret :)

Q: Do you have a size chart?
A: We don’t have a size chart at the moment. The hoodies are oversized style, so we recommend ordering a size down from your average size if you prefer a standard fit.

Careers

Q: Do you have any internship or job opportunities?
A: You can check out all available positions here: wander.com/careers

Applying via the job posting is ideal for us to review!

Wander

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