Policies, Terms and Conditions
Office Hours: Saturday thru Thursday 9:00 AM – 5:00 PM /// Friday 9 am - 9 PM
- We typically stay open until 9 PM on Saturday during the summer months
- You will be provided an emergency number upon check in for after hours contact, emergency calls must qualify as an emergency for maintenance to respond (water, electrical, plumbing, heat or AC) otherwise maintenance will come first thing the next morning.
Regular Check in Time is 4:00 PM. Please feel free to contact the office anytime after 10 AM and if the cabin is ready you may be able to check in early. (Some fees may apply for Early check in during the holiday season: Long weekends, Spring Break, Christmas).
After Hour Arrivals: If you plan to arrive after regular business hours please inform us ASAP so we can send you our late arrival instructions.
Check Out Time: is 11 AM SHARP. If you are having a good time or feel like sleeping in you may want to take advantage of our Late Check Out option. If your cabin is available you can stay up to 5 PM for an additional $30-$100 (Please inquire no later than 10 AM not he day of departure. Late Check outs can not be pre-booked and can only be confirmed the morning of your scheduled departure.
Reservations are recommended: Holiday's, Special Event Weekends, Reunions and Multi cabin rentals may have a minimum stay requirement. See Holiday and Minimum Stay guideline below. All Guests are required to electronically acknowledge and agree to the Rental Agreement that will be e-mailed following your reservation request. This insures the accuracy regarding the details of your stay.
Cabin Rates: Cabin rates are listed per cabin per night. Cabins with cleaning fees, security deposits, management fees, pet fees or accidental damage protection plans are a one time additional fee. An 8.1875% state tax will be added to the total, plus a 5% lodging tax)
Payment: We require a 1 night + taxes deposit at time of reservation. Reunions, Multi Cabin Rentals and stays of 7 or more nights require a 50% deposit. Accepted methods of Payment: Visa, M/C, Discover, American Express, Money Wire, Western Union or Cash. If you do not have a valid credit card we will accept a check or money order to be received within 5 days of booking and may require an additional damage deposit fee (refundable upon departure inspection.)
Christmas Holiday Season Rentals require a 50% non-refundable deposit to be received within 7 days of booking, we will provide a credit card authorization form that must be printed, signed and returned to us. The balance is due in full by December 1st. We will hold the reservation with a 1 night deposit on your credit card until the initial payment is received. If the deposit has not been received within 7 days, the reservation hold will be cancelled and you will forfeit your deposit.
Cancellations: In the unfortunate event that you need to cancel your reservation the following applies. We require 14 days cancellation notice for non holiday/event time frames. For Holidays, Special Events, Multi Cabin Rentals, Reunions and stays of 7 or more nights when we require 30 days notice. Cancellations made inside the cancellation time frame will be charged a minimum of 1 night & are subject to all other nights the cabin is not re-rented. Cancellations made prior to the cancellation time frame will be charged a $35 administration fee. There is No Refund for cancellations during the Christmas Holiday Season. No Refund for early check out. Cancellations may vary on 3rd party booking sites however this cancellation policy will override any other cancellation policy.
All Cancellations or changes to a reservation must be in writing, preferably by replying to the e-mail confirmation you received.
Accidental damage waiver The cabins listed in brackets below will have an "accidental damage protection" mandatory fee added to the cost of the reservation. These range from $29 to $79 depending on the cabin size. This waiver will cover you from $300 to $800 (depending on fee paid) in ACCIDENTAL and REPORTED damage that is deemed non-intentional and/or non-malicious. Damage MUST BE reported to us prior to departure via telephone. This fee is NON-REFUNDABLE.
- Cabins with accidental damage waiver (Galloping Waters, Mountain View Rendezvous, River Pines Lodge, Bearadise, Jen Casa - Sue Casa, Stargazer, Grindstone Lake Lodge, The Big Red Cabin, Riverbend, Byrd Mountain, River View, Sandy Bear, Eagle Eye, Redwood Retreat)
Security Deposits - All other cabins booked either direct, through VRBO, booking.com or Expedia may have a refundable security deposit that will be authorized to a credit card and released back to the card upon cabin inspection after departure. It may take 5-10 days for this to appear on your statement.
Other Important Information:
All of our cabins are Non-Smoking and we enforce a minimum $200.00 cleaning fee for any guests who do not follow this request and smoke in the cabin. We endeavor to keep our cabins "smoke-free" and appreciate your cooperation. You will notice some cabins have smoking receptacles outside, please be courteous and utilize these when smoking outside. Please refer to the Village of Ruidoso's fire restrictions guidelines to stay up on current fire safety regulations.
We reserve the right to cancel a reservation at any time for any reason however this usually only occurs if there is an obvious error in our system that lead to an erroneous booking with regards to length of stay or price.
Upper Canyon Lodging Company reserves the right to refuse service to anyone at our discretion. This policy is in place to ensure the safety, comfort, and well-being of our guests, staff, and property. We strive to provide a welcoming and inclusive environment; however, we may deny service or accommodation to individuals whose behavior is disruptive, abusive, or poses a threat to others. Our decision to refuse service will be exercised in accordance with applicable laws and regulations. Thank you for your understanding and cooperation.
Lost and found: We will hold items for a maximum of 10 days, after that time, items may be donated to local charity. It is the responsibility of the guest to inform the host of any lost personal belongings and will be subject to shipping fees. Upper Canyon Lodging Company is not responsible for any lost or stolen items but will make every effort to recover any lost items or items left behind.
Hot Tubs: Hot tubs are maintained regularly and after each guest stay. No pets or glassware in the hot tubs.
Pets: Some of our locations are pet friendly for a fee, we charge $35 per pet/per reservation that is non-refundable, we may also require further security deposits to ensure no damage is done by pets. We ask that pets remain off all furniture and remain in a kennel when left alone in the cabin. We do NOT accommodate barking or aggressive dogs as this may disrupt other guests' enjoyment and guest's may be asked to leave without any refund if pet rules are not followed.
Grilling/BBQs: We have gas or propane grills at all our locations. Charcoal, firewood and lighter fluid are prohibited to use in our grills and will result in a minimum $200 damage fee. If you prefer to use charcoal, you will need to supply your own grill and make sure to check the current fire restrictions prior to use. If you run out of propane let us know ASAP and we will bring more, free of charge.
Cabin Departure: To keep our rates reasonable and to offer an early arrival option, we ask for your cooperation with the following. Please wash any kitchen items you have used during your stay and return them to their original location. Please tidy up and dispose of your trash in any of the dumpsters located near the property. Of course, we’ll look after the laundry and general cabin cleaning. Unfortunately, any damages to the property or leaving the property in an unsatisfactory condition may result in additional charges. Before returning the keys to the office, please do a final walk through to make sure you have all your belongings, especially those chargers that are commonly forgotten.
Occupancy Limits: Each property has a specified Maximum Occupancy limit detailed in the Rental Agreement. During your reservation dates, the number of people at the rental property, including both overnight guests and daytime visitors, must not exceed this limit. Occupancy refers to the total number of individuals present at the property at any time. All guests, including daytime visitors, must be listed on your Guest Registration.
By booking with Upper Canyon Lodging Co. or our affiliates in nay fashion, you agree to the policies, terms and conditions listed above.
Holidays and long weekends:
Martin Luther King Weekend
Presidents Day Weekend
Spring Break
Memorial Day Weekend
July 4th
Summer Weekends (July/August/September)
Labor Day
Cowboy Symposium / Columbus Day
Thanksgiving
Christmas & New Years (Dec 20-Jan 5)
Holiday and events