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Frequently Asked Questions

To contact Concierge: text +1-737-377-3205

Membership 

Q: What is Wander Membership?
A: The Wander Membership is a subscription for $200/year. With it, you'll get a 5% discount every time you book, early access to new Wanders before they launch, a Members hoodie, exclusive partnerships from products like Herman Miller and Eight Sleep, and much more. 

Q: How do I sign up for Wander Membership?
A: To enroll, make sure your Wander app is updated, open up your profile tab and click the “Become a Wander Member” button at the top. Our Wander Concierge is also available to answer any questions at text: +1-737-377-3205

Q: What benefits do I get with Wander Membership?
A: Benefits include 5% each Wander stay, a Members hoodie and exclusive discounts from brand partners:

  • 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
  • Eight Sleep: $150 off Eight Sleep's Pods & Covers
  • UpLift Desk: Free select accessory                                                                

Booking

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: 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 I pay with crypto?
A: Yes, we accept crypto only in the form of USDC (it’s the most stable, so we can only accept that kind). You can message Concierge for a link to pay.

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 if 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) If used, the Tesla key card can be placed in the cup holder.  

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

4) 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: You can find transportation guides to all the properties on our blog, or you can check out the home manual in the Wander app which is visible after booking. Concierge can also help you arrange transportation from the airport by text: +1-737-377-3205

Q: Do you allow pets?
A: Wanders have very expensive furniture and linens, and we recommend you consider not bringing your pet. 

Pets are strictly prohibited in beds, indoor or outdoor furniture, Tesla, or spa facilities. Pet owners will be automatically charged the cost of additional dry cleaning, cleaning treatments, or linen replacements for dog hair in these locations. 

For those willing to risk the potential damages of bringing a pet, there is a + $100 per pet charge at check-out, which goes to the cleaner for their added work for cleaning pet hair in corners, carpets, and floors. This does not cover additional treatments needed if pets go on the furniture, beds, spa facilities or leave waste on the property. 

You may send your documentation to Concierge at [email protected] if you have a service animal. 

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.

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

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 over text. But, if you don't enjoy tech - it may not be the right experience.

Please note Home Controls are in Beta and we appreciate you booking during the beta period. The home's lock and lights will be available in the app, and we are constantly adding additional improvements in the functionality. 

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 add someone to my trip?
A: You can invite someone to your trip and give them full smart home access by going to your trip details and clicking the invite button

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, contact Concierge for help. 

Q: Why is the Tesla locked?
A: If the Tesla is locked, it means the Tesla rental agreement in your email and/or supporting documentation (driver's license, proof of insurance) still needs to be digitally signed and submitted; once those are received, the Tesla will be unlocked, and the keycard to drive will be inside. Need help? Text Concierge at +1-727-377-3205.

Q: Where is the Tesla Key?
A: The Tesla key card will be in the center console of the Tesla


Tesla

Q: Do I have to use the Tesla?
A: No, you don’t have to use the Tesla

Q: Do I have to sign the agreement if I don’t plan on using the Tesla?
A: No need to sign if you won’t use it.

Q: Can I use the EV charger to charge my own Tesla?
A: Yes, you can.

Q: Can I drive the Tesla without insurance?

A: No, you need to be covered.

Q: How many miles can it go on one charge?
A: The Tesla can go 326 miles on one charge.

Q: I don’t have car insurance, but I’d like to use the Tesla.
A: You can get some affordable temporary vacation rental car insurance (about $100) if you don't have a car insurance policy: https://bonzah.com/

Q: How do I use the Tesla?
A: Here is the Tesla instructional write-up and link to videos on our blog here

Q: Can I drive the Tesla to or from the airport?
A: If the airport is within an hour drive of the Wander home, we can generally arrange this. In the event the airport is more than an hour away, we can help you arrange airport transportation. Text Concierge at +1-737-377-3205.

Q: Are pets allowed in the Tesla?
A: Dogs are allowed in the Tesla but note that we have a $100 pet fee for bringing pets to the property. We'd also appreciate it if you could put down a dog blanket, if you have one, to avoid damages to the Tesla.

Collabs, Partnerships, and Affiliates

Q: Is there a referral program?
A: Here is the info for our referral program.

Q: Can I partner or collab with Wander?
A: If you have a proposal for us, you may send it over to [email protected]!

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!