Pay rent
Rent is due on the first. On most Sheraton leases, a 4% late fee is added if the full rent has not arrived by the end of the fifth day.
Open the portal ↗HELP FOR SHERATON RESIDENTS
How can we help today?
Start with what’s happening. We’ll show you what to do, what happens next, and when to call.
One number is all you need.
CONTACT SHERATON
Start with the main office.
Call first when you can. Tell us what’s going on and we’ll get it to the right person.
MAIN OFFICE(530) 342-2214Monday–Friday, 9:00 a.m.–4:30 p.m.
APPFOLIO TEXT NUMBER(304) 907-2774Text us or send photos from your phone.
EMAILinfo@sheratonrem.comChoose Gmail, your email app, or copy the address.
OFFICE392 Connors Court #AChico, CA 95926
AFTER-HOURS ON-CALL(530) 520-1405For urgent property problems when the office is closed.
Immediate danger? Call 911. For an urgent property problem after hours, call the on-call number above.
START HERE
What’s going on?
REPAIRS & MAINTENANCE
Something’s broken?
Send a work order through the resident portal and include clear photos of the problem. If taking a photo would be unsafe or impossible, submit the work order without one. If it’s urgent—or you aren’t sure—call the office.
DON’T WAIT ON THE PORTAL
Call right away for an urgent problem.
Examples include active flooding, no heat, exposed wiring or sparking, a broken exterior lock, or anything that could quickly hurt someone or damage the property.
Call (530) 342-2214AFTER YOU REPORT IT
What happens next?
- We review the problem.We may call for more detail or a good time to enter.
- We send the right help.That may be a Sheraton technician or a trusted outside vendor.
- We let you know if more is needed.Some repairs take another visit, a part, or an owner’s decision.
- You tell us if it isn’t solved.A visit does not always mean the problem is finished. Call us if it continues.
What helps us send the right person
- Your address and unit
- What is happening and where
- When you first noticed it
- Clear photos of the issue
- The best way to reach you for access
RENT & ACCOUNT QUESTIONS
Money questions deserve a straight answer.
Open the portal to pay rent or check your account. Call us when something doesn’t look right.
Payment didn’t go through?
Check the portal to make sure your payment was accepted. A returned payment may add a $40 fee. Call us if anything looks wrong.
Call usDon’t recognize a charge?
Call us. We’ll look at the account with you and explain what the charge is for. If something is wrong, we’ll work through it.
Ask about a chargeWorried about rent?
Call us as soon as you know there may be a problem. We can’t promise a particular answer, but waiting usually makes things harder.
See other places to tryCHANGES AT HOME
Call first. We’ll explain the next step.
You don’t need to hunt for the right form. Tell the office what you want to change and we’ll route it internally.
Add or remove a roommateLonger-term guestAdd a petAssistance animalDifferent vehicleNew phone or emailPaint or install somethingLost key or remote
Not sure whether you need approval?
Call before making the change. It is easier to get the right answer now than sort it out later.
AROUND THE PROPERTY
Something bothering you?
Tell us. We can’t help with a problem we don’t know about.
MOVING
Moving in? Moving out? Start here.
NEW RESIDENT CHECKLIST
Get settled without the guesswork.
- Save Sheraton’s phone number
- Sign in to the resident portal
- Confirm your utilities are set up
- Keep your renter’s insurance current
- Document the home’s condition at move-in
- Know how to report a repair
MOVING OUT
Give yourself time to do it right.
- 1
Call before sending notice. We’ll tell you how much notice you need and where to send it.
- 2
Put your notice in writing. A conversation or returning keys is not enough by itself.
- 3
Plan for the pre-move-out walk-through. Sheraton schedules one for every move-out.
- 4
Clean and remove everything. Check appliances, cabinets, tracks, closets, patios, garages, yards, and storage.
- 5
Return every key and remote. Give us your forwarding address too.
- 6
Review your final statement. Call us if a charge doesn’t make sense.
COMMON LEASE QUESTIONS
Quick answers. No runaround.
Your lease may have different details. Call us when you want an answer about your home.
Can someone move in or stay with me?
Everyone who lives in the home needs approval, and your lease limits how long a guest may stay. Call us before someone moves in or stays longer than allowed. We’ll tell you what needs to happen.
Can I add a pet?
Call us before bringing home a pet. Assistance animals are handled separately; call us and we’ll explain the process.
When can Sheraton enter my home?
We may need to enter for repairs, inspections, agreed services, showings, or an emergency. We normally give at least 24 hours’ notice for routine entry. Emergencies are different.
What happens when my lease expires?
A renewal needs to be in writing and signed. A conversation about renewing does not renew the lease by itself. If your end date is getting close and you haven’t heard from us, call the office.
How do I give notice?
Call us before you pack. We’ll tell you how much notice you need and where to send it. Your notice needs to be in writing.
Who pays when something breaks?
Things wear out—that’s part of renting. Damage, misuse, or a problem left unreported may be different. Tell us when something breaks and call if you have a question about a charge.
What renter’s insurance do I need?
Your Sheraton lease requires $100,000 in liability coverage and lists Sheraton as an additional insured. If your coverage changes or ends, send us updated proof as soon as possible.
HAVING TROUBLE WITH RENT?
Call us right away.
Money problems happen. We can’t promise a particular answer, but calling early gives us a chance to talk through what happens next.
Call the main office(530) 342-2214Other places to try
Butte-Glenn 211 / HelpCentralHousing, food, utility, and community resources. Call 2-1-1 or search online. ↗ Community Action Agency of Butte CountyUtility-bill assistance for eligible households. ↗ PG&E CARE / FERAIncome-qualified monthly energy-bill discounts. ↗ Butte County BenefitsCalFresh, health coverage, and other public-benefit programs. ↗These organizations are separate from Sheraton, and their programs can change.
HOW WE WORK
You should know what’s happening.
- One office number for every question.
- Notes so you don’t have to start over with the next person.
- A clear next step when someone else needs to get involved.
- An update when a repair needs another visit or decision.
- A straight explanation when the answer is no.
- A chance to question a charge or tell us we missed something.
WHAT HELPS US HELP YOU
Tell us early.
- Report problems before they get worse.
- Keep your phone number and email current.
- Let us know how and when we can access the home.
- Include clear photos with work orders when it is safe to do so.
- Call again if the problem is still happening.
- Treat our team, vendors, and your neighbors with respect.
ONE MORE RESIDENT RESOURCE
Thinking about buying one day?
Sheraton residents can talk with Connect Real Estate Group about credit, down-payment programs, homes in their price range, and what buying would actually take. You don’t need to be ready now.
STILL NEED HELP?
Call us.
Tell us what’s going on. We’ll take it from there.
(530) 342-2214392 Connors Court #A · Chico, CA 95926