Guest FAQs

Have questions? We have answers!

We’ve answered the most commonly asked questions from our guests and put it in one convenient place for you! Find information about check-in and check-out, resort fees, and more.

What are the pool hours at The Shores Resort? + -

The Shores Resort Pool Hours:

10 AM – 10 PM year-round

What are the Lagoon hours? + -

The Lagoon (beaches, seating areas, patios, walkways, etc.) is open year-round from 10 AM – 30 minutes after sunset.

Where do I get pool towels? + -

The Shores Resort pool towels will be provided on-site and are only permitted to be used at the Shores Resort Pool and Spa area.

Towels to be used in the Lagoon area will be provided inside of the vacation rental. These towels are for Lagoon & beach use only and are not to be taken to any nearby lakes, rivers, or water parks.

What is the Desert Color Resort Fee? + -

The Desert Color Resort Fee is required at booking and is based on the occupancy of the rental. This fee allows the guests in your party (staying in the vacation rental) to access all of the amenities within Desert Color.

Who has access to community amenities? + -

Only guests staying at the vacation rental will have access to community amenities. This does not include family members, friends, or visitors who are not sleeping in the vacation rental.

Wristbands are required to be worn for access to amenities.

Can guests bring their own paddleboards/kayaks/canoes? + -

Yes. If a guest would like to bring their own vessel to the Lagoon, they may. They will just need to get that vessel registered with a pool and beach attendant. The registration fee is $12 per vessel.

Can guests bring their own furniture to the Lagoon? + -

Guests are allowed to bring their own beach chairs, towels, and umbrellas to the Lagoon. Pop-up tents are prohibited, and umbrellas must be safely secured.

Who is required to wear a wristband? + -

When at The Shores Resort and the Lagoon, everyone over the age of 8 MUST be wearing a guest wristband, with no exceptions. Wristbands must be worn and visible to our staff at all times while accessing the pool or Lagoon. Guests will receive their wristbands in the unit before they check in. Owners/residents are responsible for their own wristbands and any of their guests accompanying them during their stay.

Is the pool heated? + -

Yes, the pool is heated to 85 degrees year-round, and the hot tub is heated to 101 degrees.

The Lagoon is never heated.

Are you allowed to swim until the lagoon closes? + -

Yes, the Lagoon is open until 30 minutes after sunset. Please note, once the Lagoon closes, the beaches and surrounding area will close as well.  Residents and guests are welcome to relax or swim at the Shores Resort. 

Will there be boat, trailer, and RV parking? + -

There is a lot available for RV’s, trailers, and boats located on the Northwest side of the community. As you enter Desert Color on Lagoon Parkway follow it around, past the Welcome Center and pool entrance. At the roundabout, exit heading up the hill on Painted Ridge Parkway. Turn right after the retention pond on Mirasol Drive and follow it around the pond. Take one more left turn on a dirt road and you will see the RV parking an 1/8 of a mile down on the left.

DC-Extra Parking Map

What are check-in and check-out times? + -

Check-in time is at or after 4:00 PM.

Check-out time is promptly at 11:00 AM.

Guests must check out no later than 11:00 AM on the day of departure if no previous arrangements have been made and approved for a later check-out. Guests who remain in the vacation rental for any period past their check-out time will be charged a fine of $100 per hour. It is important that guests check out on time so that management can have the proper time to clean and prepare the home for the next guests.

Can I get an early check-in or late check-out? + -


Please contact our resort within 24 hours of arrival for early check-in authorization or within 24 hours of departure for late check-out authorization. There is a $25 an hour fee for an early check-in or late check-out.


Please contact Ember Stays before your arrival for confirmation. Ember Stays homes is eligible for free early check-in and late check-out if the schedule allows.

What is your cancellation policy? + -


At the time of booking you are given the option to add on a Reservation Guarantee. If you add this, you will be entitled to refunds and rescheduling options not otherwise provided to guests who have opted “out” of this program. Without the reservation guarantee you will have a zero cancellation policy and zero reschedule policy. There will be absolutely no refunds unless Red Rock Vacation Rentals is notified within 24 hours of the reservation being made.  If you would like to add on this option post-booking, you can do so up to 24 hrs after the reservation was made. 

The Reservation Guarantee allows for:

A full refund 15+ days prior to arrival for 2-5 bedroom properties.

A full refund 45+ days prior to arrival for 6+ bedroom properties.

For cancellations made outside of the 45 or 15 days, Red Rock Vacation Rentals refunds the entire amount of your payments made minus the cost of the reservation guarantee (which is only 7% of the total rent).

For cancellations made inside of the 45 or 15 day time frame, when refunds are no longer available, you will be allowed to reschedule your stay in that same property within 12 months, but no monies will be refunded. After the 12 months, all monies are forfeited.

If you have questions or concerns, please feel free to contact Red Rock at (435) 703-9944. 

Please note: If you have booked with Airbnb, Marriott Homes & Villas, or an Expedia Partner, please contact the company that you booked with directly to cancel your reservation.

Vrbo guests can contact Red Rock Vacation Rentals directly to request a cancellation.


Ember Stays offers one of the most flexible cancellation policies in the industry for luxury properties. In almost every case, cancellations result in a refund or Ember credit to be used on a future stay. See below for specific details.

30+ days before check-in: Get a full refund if you cancel more than 30 days before check-in.

7+ days before check-in: Get back Ember credits in an amount equal to the full value of your trip if you cancel between 30 days and 11am MT 7 days before check-in.

Less than 7 days before check-in: There are no refunds or credits for cancellations within 7 days of check-in. However, we will re-list your dates and attempt to re-book them. If we are successful, you will receive Ember credits for whatever dates we are able to re-book.

Credits may be used on any future stay and must be used at the specific property you cancelled.

We allow you to re-sell or gift your dates if you have a colleague or friend who can use them. In this case, just let our Concierge know their name and email.

Credits cannot be applied to past or already booked stays. Credits cannot be applied to a trip that was cancelled then re-booked for the same dates. Credits are non-transferable to cash and non-refundable and must be used during the checkout process within the Ember Stays ecosystem.

Unused credits expire 12 months from the date you cancelled the reservation.

Are pets allowed? + -

No pets are allowed at The Shores Resort or Lagoon.

You can easily view our dog-friendly properties by hovering on the Vacation Rentals tab, and then clicking “Dog-Friendly Rentals.”

Is smoking or vaping allowed? + -

No. Smoking or vaping in the vacation rental, on the patio, or in the garage, is not allowed. There are no designated smoking zones in Desert Color. If you must smoke, you are required to do so outside of the community. Violating this policy will result in a fine from the property manager and all additional cleaning fees required to remove all traces of smoke.

How do I get into the vacation rental? + -

All vacation rental properties in Desert Color are keyless entry. Guests will receive door access codes via email prior to their arrival. Please contact your vacation rental host – Red Rock Vacation Rentals (435-703-9339) or Ember Stays (385-363-4252) – for any issues getting into a vacation rental property.

Are toiletries and other items included? + -

Yes. Every vacation rental is stocked with items such as basic toiletries, trash bags, detergent, linens, and towels. How quickly you go through our complimentary items will be dependent on the number of people staying in the vacation rental and the duration of the stay. When supplies run out, we encourage you to purchase supplies for the remainder of your stay.

Can the sleep count number be exceeded? + -

No. Please ensure that the number of guests staying in the vacation rental does not exceed the sleep count listed for that property.

Do you supply replacement wristbands for guests? + -

Yes. If a guest has the broken wristband with them, the property manager will provide a replacement for free at the Property Rental office (across from the Welcome Center). If they have lost the wristband, the property manager charge them $10 per wristband replacement.