+ booking

Can payments be split on different credit cards? If you’re trying to book and would like to split the payments, please contact us at reservations@stayblackswan.com or call or text us at 615-551-7255 and we can help you with that process.

If you have already booked, we are unable to split the payments on that existing reservation.

Can someone book my reservation on my behalf or can I book a reservation for someone else? Yes, however, when completing our security verification portal, the guest who has paid for the reservation must provide a selfie and an ID. The guests staying at the property can be listed under the reservation holder as a guest.

Can I see the property before I decide to book? Occasionally we are able to accommodate this depending on the availability of the property.

Why do I need to complete your verification process? To ensure the collective quality and safety of our guests, we require all reservation holders to complete our security verification portal, which is sent after booking is confirmed. During this verification process, you will be asked to submit a selfie, and a photo of your ID to ensure the guest who booked matches the credit card on file and is the same guest who checks in. In addition to this, the system does a background check on all guests.

Will my credit card be charged during your verification process? Depending on the information provided, a deposit may be required in order to stay with us. This deposit will be returned after departure and can take up to 10 days to show as returned.

Is there a cleaning fee? If so, what does it include? Yes, there is a cleaning fee. After each guest departure, our cleaning team does a full cleaning of the property which includes sanitizing the unit, dusting, sweeping, servicing the linens, trash removal, and more.

What are the additional fees added to my reservation cost when I’m booking? The extra fees cover cleaning costs and taxes. If you’re booking on airbnb, they include their own service fee that we can not control.

Do you offer any sort of discounts for military, AAA, etc.? No, at this time we do not offer military or AAA discounts.

Do you offer discounts for long-term stays? Yes, we do provide long-term stay discounts and are automatically applied to your booking reservation when you input your dates. There is a discount applied if your stay is seven days or longer, and another discount if it's 28 days or longer.

Can you block rooms for a wedding or large event? While we do not block rooms for large events, we are happy to provide promotional discount codes that can be used through our website to book. Email reservations@stayblackswan.com and a sales representative can get this set up after reviewing the details of the dates, estimated amount of rooms, and current rates.

+ cancellation policy

What is the cancellation policy if I book through Black Swan? Different from hotels, Short-Term Furnished Rentals are much more limited in inventory. Therefore, when you book with us, you are immediately booked into a unit that is blocked off and reserved for you. This usually is not the case with hotels, they block off the nights, but they don't block off the units. This allows them to oversell the property and move people around, making it difficult to know what to expect. Because of this, when you book with us, we can not give any refunds for cancelations.

What is the cancellation policy if I book through a third-party platform? Every platform is different and has its own unique cancelation policy. You can find each cancelation policy on the listing page or in your reservation details.

+ covid-19

What extra cleaning practices are you instituting due to Covid-19? All of our cleaners follow CDC protocols to ensure that each unit is properly sanitized between each stay.

+ check-in & check-out

What is the latest I can check out? Check-out is at 11:00 AM. Early check-ins/late check-outs are very limited & can only be purchased more than 48hrs in advance.

Do you allow early check-ins? Check-in is at 4:00 PM. Early check-ins/late check-outs are very limited & can only be purchased more than 48hrs in advance.

How late can I check-in? If you plan to check-in after 9 PM we ask that you notify our team in advance.

What does your check-in process look like? Will I need to pick up a key? Is there a front desk? We offer a seamless self check-in. Once you book, you will receive a link to fill out our security verification portal. For security purposes, you will receive all check-in information 24-hours before your reservation. This will include detailed information on how to find the property and your unique code to access your unit with our digital locks. Should you have any questions or issues during check-in you may call or text our team 615-551-7255.

If you plan to check-in after 9 PM we ask that you notify our team in advance.

+ parking

Is there parking available at the property? Parking is different at each of our locations. Find the property that you're interested in booking below to learn more about the parking at that location.

Sobro Guest House, Nashville: Yes! Free parking is available in the lot in front of the building. Parking is first-come, first-served, and is limited to one spot per reservation.

The Grant, Savannah: Like many of the historic buildings in downtown Savannah, we do not have dedicated parking. However, we are in close proximity (2-3 minute walk) to a few public garages and lots. There is also street parking all around the building. We rarely recommend anyone bring a vehicle as you will rarely need it, given the high walkability in Savannah.

Edelweiss, Gatlinburg: Yes! There is a long driveway in the front of the home that can comfortably fit two cars. If more spots are needed, the driveway can fit five total; however, you may need to back out in order to allow the first car to leave.

Liz, DC: Garage parking is available, but spots are very limited. Parking will need to be reserved and paid for in advance. Contact us at reservations@stayblackswan.com to reserve parking.

Otherwise, we recommend guests use the app Spot Hero to find parking in the city.

West Palm Beach, FL Properties: Yes! There is free street parking available in the neighborhood. Please reserve the driveway for loading and unloading only.

+ what’s in my unit?

Do the units have TV’s in the bedrooms? Our units do not have TV’s in the bedrooms.

Do all of the units come with pull-out sofas? Almost all of our units have a pull-out sofa in the living room. These are marked on our listings, but if you have any questions, please reach out to our team.

Will my unit have fast wifi? Yes, we try to supply every property with free, fast, and reliable internet.

What kind of TV programming do you offer? All of our units are fully equipped with Apple TVs that you can use to login to your favorite streaming apps. Our properties do not include traditional broadcast or cable tv.

+ smoking

Do you allow smoking or vaping at the property? Smoking and vaping of any kind are strictly prohibited on the property and will result in a fine. This includes the unit you have reserved and any common areas in the building (e.g., hallways, rooftop, amenities, parking garage, etc.). If you or someone traveling with you needs to smoke, you must do that outside and off-premises.

+ pets

Do you allow pets at the property? Our pet policy is different at each location. Find the property that you're interested in booking below to learn more.

Sobro Guest House (Nashville), Edelweiss (Gatlinburg), West Palm Beach, Properties and Liz (Washington D.C.): Pets are not allowed at these properties. A violation of our pet policy will result in a $500 fine, plus the cost to deep clean the property and repair any damages that occurred during your stay.

The Grant, Savannah: We allow pets on a case-by-case basis. You must submit a pet request before your reservation. Please note: If we can accommodate your request, only one pet is allowed per reservation, the pet cannot exceed 75lbs, and you will be charged a non-refundable pet fee of $250.

Service Animals: We encourage individuals using service animals to contact us before their stay.

+ amenities

What are the building amenities? The amenities are different at each of our locations. Find the property that you're interested in booking below to learn more about the amenities at that location.

Due to covid, the property amenities listed below may be closed or restricted. Please contact us if you have any questions: reservations@stayblackswan.com 615-551-7255

SoBro Guest House in Nashville, TN: The SoBro Guest House has a beautifully designed patio that is great for working, eating, and lounging with friends.

Liz in Washington D.C.: The Liz building features a rooftop lounge and club room overlooking 14th street, elegant ground-level pocket parks, and a fitness center with Peloton Cycles. *Please note, the rooftop is occasionally closed for private events.