Frequently Asked Questions
WELCOME TO SUNRIVER! We are so glad you chose Sunriver as your vacation destination and we want to make sure your stay with us is better than you could have imagined. To facilitate this we have a team of Guest Services associates standing by to assist you. Our Guest Services team is available 7 days a week to assist you and 24 hours a day for emergencies.
Call us at 800.313.5242
Text us at 541.705.2267
Making a Reservation
♦ Can we hold an event (family reunion, etc) in your homes?
♦ What is the “Resort Fee”?
♦ How many miles from .........?
♦ What is the maximum number of dogs I can bring along?
♦ Which homes come with access to a pool?
♦ What is your cancellation policy and is travel insurance available?
♦ Why am I being charged a fee by VRBO.com (HomeAway) or Airbnb.com?
♦ What does your cleaning fee entail? Is it refundable?
About My Vacation Rental
♦ Since there are only adult bikes, where can we rent kids bikes and helmets?
♦ Is there street parking allowed in Sunriver? Where can I park my trailer or camper?
♦ What is the Bennington Guest Advantage?
♦ How do I check-in to my vacation home?
♦ How well does your wi-fi work?
♦ We really want to watch the game while in Sunriver, how well do the TVs work?
♦ Is there anything I should plan to bring with me?
♦ What kind of heating and cooling does my vacation home have?
♦ Why is my refrigerator not cooling?
♦ How to prevent garbage disposal clogs.
♦ Do I have to put the garbage or recycling out on the street?
♦ What happens if I forget something?
♦ Is there anything I need to do before I check-out?
♦ What can I expect to be in the kitchen?
♦ What amenities do you provide? Do I need to bring soap and toilet paper?
♦ How do I find my vacation rental?
♦ Will my hot tub be hot upon arrival?
♦ Can I check in early or check-out late?
Sunriver Activities & Services
♦ Do we have access to the boat ramp?
♦ Are fireworks or open fires permitted in Sunriver?
♦ Where can I board my dog or take them for doggie day care?
♦ Where can I rent winter & summer recreation equipment?
♦ What is the phone number for . . . . . . ?
♦ How do I float the Deschutes River?
♦ What are the prices and hours at SHARC?
♦ What is Caldera Springs?
♦ How do I get access to the tennis and pickleball courts in Sunriver?
♦ Is there a shuttle service?
♦ Can I get golf discounts through Bennington?
♦ Are passes required to visit the National Forest?
♦ Do we have access to a fitness center?
♦ How do I find a baby sitter or kid camps?
Making a Reservation
We do allow certain events to be hosted in our homes on a case by case basis. Many of our larger homes work great for events. However, you need to seek special permission (in writing) from Bennington Properties for any event that exceeds the rental property’s occupancy. Reservations made under most of these situations do require a refundable security deposit and a non-refundable event fee. Click here to find out more about hosting an event in Sunriver.
The resort fee helps to pay for many of the amenities and services unique to Sunriver including the SHARC facility, tennis courts, paved bike paths, complimentary bicycles, snow plowing, Sunriver Nature Center, Oregon Observatory, and High Desert Museum.
AIRPORTS: We are 43 Miles from the Redmond airport (RDM), 136.6 miles from the Eugene airport (EUG) & 178.4 miles from the Portland airport (PDX).
MT BACHELOR: 20.6 miles, 31 minutes
BEND: 17.6 miles, 24 minutes
We have a maximum of 2 dogs per property throughout the duration of your stay. We may welcome more than 2 dogs on a case by case basis and often with a refundable deposit.
► All guests of Bennington Properties have access to the indoor and outdoor pool at the SHARC. From Memorial Day Weekend to Labor Day weekend guests of Bennington Properties receive a 50% rebate on their price of admission to the SHARC. More information.
► The North Pool is for property owners ONLY.
► Circle Four Cabins Pool (open summer only). This pool is for Circle Four guests only. The pool gate is not locked and guests do not need a key to access the pool. The gate has a black plunger type locking system that one just needs to pull up on to release the lock. 23 Circle Four
► Ranch Cabin Pool (open summer only). This pool is for Ranch Cabin guests only. 17 Ranch Cabin
► Quelah Condos Pool (open summer only). There is a key to access the condo pool and tennis courts inside the property. 20 Quelah Condo
► Caldera Springs Pool (open summer only). Permanent passes (Obsidian Club Cards) will be located on lanyards inside the home. Click here for a list of Caldera properties
Information about our Vacation Rental Terms and Conditions, including our cancelation policy, can be found by clicking on the link. We encourage our guests to purchase CSA Travel Insurance (click on the link to learn more about how it protects you) at any point monies are at risk, but NO LATER than your final trip payment is due (60 days prior to your arrival). It costs 7.10% of your total rent to protect your vacation investment. A little expense now will protect against a BIG loss later.
Please be mindful that travel insurance will not cover situations foreseeable at the time of purchase. Coverage will begin at 12:01 a.m. the day following our receipt of your plan payment. Please read your policy carefully and call CSA at (866) 999-4018 with any questions regarding the coverage offered to you.
HomeAway is the parent company of the website VRBO.com. In early 2016 they began charging all guests (regardless of who they book through) a “booking fee” for use of their website. VRBO.com, along with Airbnb.com (who also charges a “booking fee”) are the largest sources of vacation rentals on the internet.
Bennington Properties pays VRBO.com and Airbnb.com a fee to list all our vacation rentals on their website. To use these websites to list our homes we have to agree to their terms and conditions which include allowing them to charge you a “booking fee.” We have no control over the amount of the fee and we do not see a single penny from this fee. When you book directly from VRBO.com and Airbnb.com you are agreeing to pay this fee to them and it is often hidden within the grand total you are quoted. When we charge you our portion of the rent you will notice that it is LESS than what you were quoted by VRBO.com or Airbnb.com. You should have received an email from VRBO or Airbnb shortly after you booked. This email includes a breakdown of all charges, including their booking fee.
We wouldn't advertise our vacation rentals on these websites if we didn't have to, but so many people use VRBO.com and Airbnb.com to find their vacation homes it has become a critical resource for our business. Essentially you can see this “booking fee” as the price you pay for the convenience of using these websites.
It always pays to book direct. If you plan to travel to Sunriver again in the future (and why would you not?), we recommend you come directly to our website or call one of our very friendly and helpful LOCAL vacation planners. Not only will you get the help you need in finding that perfect vacation home, but you will actually be paying less.
We charge a non-refundable cleaning fee so our guests can just relax and enjoy their vacation. We only ask our guests to put all the dishes in the dishwasher and start it before they depart. That is it! Our team will take care of all the rest. Our cleaning fee is backed by our Housekeeping Guarantee.
About My Vacation Rental
We have partnered with 4 Seasons Recreational Outfitters and Village Bike & Ski in the Village at Sunriver to offer our guests additional discounts on bike and helmet rentals.
Sunriver rules and regulations prohibit parking on the roadways or common areas at any time. No recreational vehicle, trailer, and/or boat may be parked at the property except for loading and unloading and for no longer than 48 hours. Secured overnight parking is available through the SROA, or guests are welcome to utilize our personal parking lot at the Bennington Properties office in the Sunriver Business Park. The Sunriver Police Department will issue permits for special event parking for weddings, family reunions, etc. This special event parking is only for a few hours at a time. Click here for the application.
Being a guest of Bennington Properties entitles you to various discounts and treats with local restaurants and stores in Sunriver. In most cases, just show your BGA card to receive your reward or discount. You will find a card in the home upon your arrival. Click here for more information.
We have a very easy way to check in and check out. No lines, no searching the map for our office, you can go straight to your vacation home. All Bennington vacation homes have high security digital locks for our guests' added convenience and comfort. You will receive a personalized 6 digit pin number that will allow you and your family to come and go from the property with ease. Don't forget to use the star key after you enter your 6 digit pin.
We still need to know that you have checked-in. When you have arrived, please do the following:
1. Call 1-888-506-3182 (no cell phones, please call from the home phone land-line)
2. Wait for the voice prompt.
3. Enter 1 for arrival.
4. You will be instructed when to hang up. That’s it! You’re done!
Sunriver does not have the strong infrastructure for television and internet as many cities do. Please be patient with our system, as it may be slower and have more connectivity problems then you are used to. Most of our Internet Modems are located near the TV in the living room (if not by the TV, the modem may be near a telephone jack). Please do not relocate the modem. The wireless internet code in most Bennington Properties' managed homes is 1a2b3c4d5e (case sensitive).
Wireless Internet Trouble Shooting
Step 1: Locate the modem (usually near the main TV) and verify all lights are on. If they are not, unplug the modem AND remove the battery (battery located on the side of the modem), wait 60 seconds and then put battery back in and plug the modem back in. If everything is working correctly, in about 60 seconds most of the lights should come on.
Step 2: Locate the visible networks on your device. For the majority of our homes you should see a network with the address of your vacation rental. If you do not, please call Bennington Properties.
Step 3: Enter the following password with all lower cases: 1a2b3c4d5e
Step 4: If all of the lights are on the modem but you are unable to connect to the internet, there is usually a problem with the settings on your laptop ( firewall, security settings etc.).
There is so much to do in Sunriver that we don't think you will have much time to spend in front of the TV. For those times where there is nothing better than a comfy chair and your favorite TV show, we have compiled the following tips. All Bennington homes have at least one TV, but most have many TVs throughout the home. Frequent power outages may cause disruptions in the programming of your vacation rental's TV requiring it to be reprogrammed.
If your TV is not working please make sure the small TV cable box is powered on and that the TV is set to the correct “Input” setting (varies by TV). Use the TV’s remote to find the correct input settings. For after hours assistance with cable problems, you may want to contact the cable provider directly (Bend Broadband at 541.312.6600). Bennington Properties is also available to assist you with any questions or issues you may experience during normal business hours.
With the help of the homeowners we have tried to stock every property with the majority of what you will need during your stay in Sunriver. There are a few items that we do not provide that you may want to bring with you. If you are traveling by airplane and are unable to bring these items with you, please give us a call and we will be happy to assist you in finding what you need for your stay.
♦ Shampoo & Conditioner
♦ Beach Towels (we provide you with bath towels & hot tub/pool towels, but there is nothing like a BIG beach towel)
♦ Your favorite spices
♦ Zip-lock bags, plastic wrap, aluminum foil
♦ Bike Helmets
♦ Flash lights (for night time exploring)
♦ Specialty Cooking items (wok, rice cooker, etc.)
♦ Ax or Hatchet for firewood kindling (we supply a starter amount of wood and fire starters)
HEATING: All of our homes have either a furnace or electric baseboard heating. If you need anything such as additional heaters or more blankets to keep you comfortable, please let us know.
COOLING: Most of the homes in Sunriver do not have air conditioning. To keep your Sunriver vacation rental cool, we suggest that during the heat of the day you close all windows and window coverings. As the day begins to cool, open all windows and window coverings, especially 2nd story windows and use a fan to blow the hot air out of the house. Every Bennington home is outfitted with a fan in every room. If you need more fans please let us know.
Unlike your refrigerator at home which is stocked full of food, a vacation rental's refrigerator will be completely empty upon your arrival. The food in a refrigerator helps to keep the temperature inside the unit cooler. Without that food a refrigerator takes longer to cool down. Therefore it may take up to 24 hours for your food to completely cool and the refrigerator to stabilize. Do not fill the unit with hot items such as soda pop that has been in the trunk of your car for the last 4 hours. Let the refrigerator cool your perishable food first, then add the warmer items later. If you need a cooler for drinks, please give us a call.
Keep the refrigerator controls set just slightly above the mid range for maximum efficiency. Although it may seem logical to adjust the fridge and freezer to the coldest temperature setting, this may backfire. If the compressor runs continuously, the coolant lines will freeze and the fridge will not produce cold air.
Our Guests Services Technicians are available 7 days a week to assist you with problems you might have at your vacation rental, but you may not want us interrupting your vacation. To avoid issues with your garbage disposal, please do not place carrot or potato peels, celery, egg shells, spaghetti or bones down the sink. All these items will clog up even the most efficient disposal.
The garbage cans are located in an enclosure outside of the garage. There is no road side pick-up in Sunriver, so the cans do not need to be moved. Please help us keep the raccoons out of the garbage by keeping the lids on top of the cans. During most of the year garbage is picked up once a week. During the summer garbage is picked up twice a week. Often guests will arrive to a large quantity of garbage in the garbage enclosure. This is normal as our guests accumulate a lot of garbage while on vacation. Our field team should be cleaning up any extra trash in the garbage enclosure that does not fit into the two garbage cans, however they are instructed to leave both cans full. We are more than happy to remove any trash that bothers our guests. Click here for a list of pick up days on each street. Once a week pick-up is the day listed FIRST.
Recycling boxes have been provided inside the garage. We have placed a sign above the recycling containers explaining what can and cannot be recycled in Sunriver. Please leave the recycling in the designated containers for our team to pick up and take to the recycling center.
We know with the hustle and bustle of vacation things can easily be lost or left behind. We suggest that one person do a sweep through your vacation rental before departing making sure no valuable items were misplaced. Bennington Properties is not responsible for any items left behind by our guests. However, any items located after a guest's stay are held in our Lost & Found for 14 days. We are happy to return any located items to you. We ship through UPS and the minimum cost to ship from Sunriver is approximately $20.
Thanks for helping us to prepare the vacation rental for the next guest by following these check-out instructions:
CHECK-OUT TIME: Check-out is 11am or earlier.
CHECK-OUT: When you depart:
1. Call 1-888-506-3182 (no cell phones, please call from the home phone land-line)
2. Wait for the voice prompt.
3. Enter 2 for departure.
4. You will be instructed when to hang up. You’re done!
DISHES: Please load and start the dishwasher, and hand wash all pots and pans.
TRASH: Please place all garbage into the garbage cans located in an enclosure outside of the garage. Please do NOT leave garbage inside the house or inside the garage.
RECYCLING: Please separate and place your recyclable items in the cardboard bins in the garage or carport. Thank you for recycling!
FURNISHINGS: Return all furnishings to their original position.
SECURE PROPERTY: Be sure to close and latch all windows and doors.
Our property owners are required to keep their kitchens well stocked for our guests. Occasionally kitchen equipment has a way of wandering off so if you find any of the following items NOT at the house, call us and we will promptly bring it out to you.
Small Kitchen Appliances
Coffee Bean Grinder
Kitchen Tools & Accessories
Full Knife Set
Large Solid Spoons
Large Slotted Spoons
Storage Containers with lids
2-3 Serving Trays / Platters
Large Kitchen Trash Can
Ice Cream Scoop
Frying Pans (3 or more, various sizes)
Sauce Pans (3 or more, various sizes, with lids)
Large Pasta Pot
2 Casserole Dishes with lids
Mixing Bowls (set of 3 minimum)
Cereal / Salad Bowls
Salad / Dessert Plates
Coffee / Tea Mugs
Drinking Glasses (small and large tumblers)
Miscellaneous Plastic Cups
Serving Bowls / Platters
Dinner Knives / Forks / Spoons
PLEASE NOTE: Total dinnerware for guest use should be at least 1 ½ times maximum occupancy.
We provide you with a starter supply of the following:
♦ Professionally Laundered and Sanitized: bath towels, hand towels, wash clothes, kitchen towels, dish towels, and bed sheets
♦ Dish soap, dishwasher soap, bar soap, laundry soap, kitchen sponge, garbage bags, facial tissue, toilet paper, paper towels, and coffee filters.
♦ Upon Request ONLY: Shampoo, conditioner, salt & pepper, aluminum foil, plastic wrap, and quart/gallon zip bags
Sunriver is set up a little different than most communities. Here are some tips to find your vacation rental
1. You can find step by step driving instructions to your vacation rental via our web portal, mobile app, or your welcome pdf.
2. Don't trust your GPS. It is not super reliable in Sunriver.
3. Most streets make a loop. The address #'s (1, 2, 3, etc) run clockwise around the street always starting with 1.
4. Sunriver is broken up with numbered traffic circles. Use those numbered circles as landmarks as you follow your map or directions.
5. Print out a photo of the front of your vacation rental for easy recognition (the streets and houses tend to look a lot a like).
We understand how important hot tubs are to the enjoyment of your Sunriver vacation. We require that our property owners hire professional hot tub companies to clean and service the hot tubs between every guest to make sure they are hot and ready. Often the hot tub companies will have to drain and clean the hot tub on the day of your arrival (because of the previous guests). On average it takes 8 hours for a hot tub to get hot after being fully cleaned. This means that you may not be able to jump right into the hot tub when you arrive at 4:30, but you should be able to enjoy it later that night.
As you can imagine with any appliance that runs for 8760 hours a year (365 x 24) there are times things can go wrong. Although this is rare, it does occassionally happen. We offer our guests a 10% refund on their rent for any full 24 hours the hot tub is not working for your stay. You can be assured we do everything possible to prevent this from happening so that you have a flawless, enjoyable experience. Here are some tips on keeping your family safe while using the hot tub.
Can I check-in early? Our housekeeping team is planning for you to arrive at 4:30. Our team prioritizes those homes with guests who have reserved an early arrival. We ask for early arrival reservations because all of our guests would like to arrive early but our housekeeping team is just not able to get everyone into their homes early (unlike a hotel we are preparing specific homes for specific people). An early arrival reservation will ensure that you get in early**. We ask for a small fee for an early arrival reservation because it requires our team to rearrange their schedule to prioritize your home over other guests checking in or out on the same day. Our Ohana Guests receive complimentary early arrival reservations, but need to request an early arrival at time of booking.
Can I check-out late? During the slower months (non-summer or non-holiday) we do offer the opportunity for our guests to secure a late departure reservation. Our housekeeping team is planning for you to depart no later than 11:00 unless you have secured a late departure reservation. Our sales team is working hard to book someone into the home the day you depart. We need you out at 11:00 so our team can prepare for an arrival that night. There is the possibility that we can block out the night of your departure so you can stay late, but we would need to ask for a small late departure reservation fee to do that.
PLEASE NOTE: **We guarantee your early arrival or late departure to the best of our ability. If we are unable to get you into or out of your vacation rental at the secured time, we will notify you of the change and promptly refund your fee.
Sunriver Activities & Services
Yes, if you are accompanied by a Sunriver property owner. Please give us a call 24 hours in advance so we can arrange access for you. You may also launch inflatables at Harpers Bridge. For additional boating info see questions below.
There are no open flames, such as fireworks and fire pits, allowed within Sunriver.
Currently, no companies in the Sunriver area offer this service.
Various winter and summer equipment can be rented through several local companies such as Village Bike & Ski, Sunriver Sports, Tumalo Creek Kayak & Canoe, and Bend Kayak School. More information about each of these companies can be found on our Bennington Guest Advantage webpage.
BendBroadband..................541-312-6600 ext 4 for technical assistance
Emergency Clinic................541-593-5400 (High Desert Family Medicine)
Sunriver Fire Dept................541-593-8622
Redmond Airport Shuttle
Floating the Deschutes River is the perfect Sunriver experience. A trip to Sunriver during the summer months is not complete without enjoying this timeless family activity.
► Sunriver Marina. The Sunriver Marina is very convenient for drop in float trips. The Sunriver Resort Boathouse rents inner tubes, canoes, kayaks, rafts and paddle boards onsite. Rentals include parking, life vests, and shuttle service (they have a shuttle that runs every 10-15 minutes).
► Good 2 Go.
► Your Personal Rafts: To launch a raft we recommend launching at Harpers Bridge and pulling the raft out at the Sunriver Owner's Boat Ramp (different from the Sunriver Marina). You will need special access to the Sunriver Owner's Boat Ramp (please call Bennington Properties 24 hours in advance so we can arrange access).
The outdoor pool is open during the summer only and the indoor pool is open year-round.
The tubing hill is closed during the summer, but the disc golf course is OPEN.
Caldera Springs is a beautiful lake side resort next door to Sunriver.
♦ Emergency number for gate issues: 541-593-1000 (Resort Front Desk). The code for the front gate is located in the “my arrival” section on the Bennington Mobile App.
♦ Quarry Pool and Fitness Center: 541-593-4850
♦ Lake House Concierge: 541-593-4851
Caldera Springs Obsidian Pass: Amenities such as the fitness center, lockers and showers, public hot tubs, and the Quarry Pool are exclusive only to Caldera Springs owners and guests. There is a basketball court, tennis court and a kid-friendly area with a play structure. Obsidian Club allows guests access to the Caldera Springs 9 hole golf course, kayaks/canoe rental, bike rental, & the family room of the Lake House (for a fee). Tennis racquets and basketballs can be checked out from fitness center staff Memorial Day weekend through Labor Day weekend. All Caldera homes managed by Bennington have the Obsidian Pass.
Caldera Tennis Courts: Tennis courts for guests staying in Caldera Springs are first come, first served. There is no charge to use the courts. If guests wish to rent tennis rackets and balls from the Caldera Lake House, they can bring their ID, which will be held while they use the equipment.
Bennington Properties will refund 100% of all tennis and pickle ball passes purchased back onto the credit card we have on file. Just email us your receipts or bring them to our office. Tennis and pickleball passes must be purchased at Tennis Hill. 541-593-5707 for Reservations. In the off season when Tennis Hill is closed (between Labor Day and Memorial Day) passes can be purchased from the front desk of the SHARC. Call 541-585-5000 for more information.
Tennis Hut Operations:
May 22-Sept 7: Tennis Hill 7:30am-6:30pm daily
June 15-Sept 7: North Courts 7:30am-6:30pm daily
General Public Rates:
Singles/Doubles: $15 per 90 minutes
Racket Rental: $5 per 90 minutes
Ball Hopper: $5 per 90 minutes
Sunriver Towncar is a family owned and operated business that offers service throughout Central Oregon. Contact them at 541-706-0626 or 541-706-0401.
Central Oregon Visitors Association Golf Concierge Service can help our guests get tee times and special rates. 800.800.8334. Courses where they can book tee times for our guests:
Meadows and Woodland Golf Courses Sunriver Resort
Caldera Springs Golf Course
Brasada Canyons Golf Course at Brasada Ranch (in Bend/Powell Butte)
Lost Tracks Golf Club (in Bend)
Awbrey Glen Golf Club (in Bend)
Eagle Crest Resort (in Redmond)
Pronghorn Resort (in Bend)
Tetherow Golf Club (in Bend)
Please Note: Crosswater is a private club that our guests do not have access to. Caldera Links (a family-friendly 9 hole golf course) is only available to guests staying in Caldera Springs. Must present Obsidian Pass for access.
Most of the Deschutes National Forest recreational sites require a Northwest Forest Pass. You can purchase a day pass online and come to our office to print the pass. Or you can order a pass ahead of time and have it mailed to you. Click here for more information. You can also purchase a Northwest Forest Pass in Sunriver at the Sunriver Country Store (541.593.8113 ext 2).
During the winter Sno-Park permits are required at all Oregon Sno-Parks. Permits are available at Bennington Properties and are complimentary to all Bennington guests.
Guest of Bennington Properties receive complimentary access to Sage Springs Club Fitness Center. Sage Springs is a full service state of the art athletic facility. The club provides everything from a modern athletic facility, indoor lap pool, private locker rooms, hot tubs and much more. The fitness center features the latest in equipment including CybexTM strength circuit, PrecorTM treadmills, Precore SP80 machines, elliptical trainers, climbers, upright and recumbent bikes. AGE RESTRICTIONS: 13 and under not allowed. Ages 14 to 17 must be accompanied by an adult. Check in at the front desk at Sage Springs for access.