Family House FAQs

We are always happy to answer any questions you may have! If you can’t find the answer you are looking for, please contact us.

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GUEST SERVICES

How are you able to charge only $40 per night?

It costs the Family House over $185 per night to provide one room for a family even though families are only asked to contribute $40 per night for their room. The balance of each room is made up through the fundraising efforts of our Development team, which include individual and corporate contributions, foundation grants, and fundraising events.

What time can I check in?

New families are asked to check between 1:00 pm- 8:00 pm, and returning families are asked to check in between 1:00 pm- 9:00 pm. If you have further questions about check-in, please see our House Rules.

How does the shuttle work?

Our shuttles are primarily driven by several of our amazing Guest Services volunteers. Currently, the shuttle runs Monday-Friday with occasional Saturday/Sunday runs based on volunteer availability. We offer three morning runs at 7:00 am, 8:30 am, and 10:00 am and two afternoon runs at 3:00 pm and 4:30 pm.

Please keep in mind the shuttle can be affected by holidays and inclement weather.

When and where can I sign up for the shuttle?

Please sign up for shuttle service with the Front Desk the night before you would like to take the shuttle. Spots are limited and we call our volunteer drivers the night before to let them know of the next day’s schedule.

KITCHEN

Why can’t I have food and beverages outside of the dining room?

The Family House housekeeping staff works very hard to maintain cleanliness daily throughout the entire House. Keeping food and beverages in the dining room is the best way to ensure a clean environment for the transplant families we serve, and to safeguard long-term sustainability.

Where do you get the food that is in the pantry and refrigerators?

Most of our food is given to us as in-kind donations through wish list drives, contributors who drop off food, or through our Home Cook Heroes program.

What do I do if we are running low on something in the pantry or refrigerator?

The Family House will consistently provide milk. If we are running low on, please inform someone at the Front Desk and we will do our best to replenish that day. Items outside of that are generously donated to us and we hope to receive them again soon!

Where can I put personal food?

All guests have an assigned refrigerator cubby and dry storage cubby that will be based on their room number for each stay. Staff kindly asks that no personal items are stored in the pantry or community fridge. The Family House runs on the honor system and is not responsible for any food that goes missing from refrigerator cubbies. If you need assistance, please see the Front Desk.

Do you accommodate dietary restrictions?

We are very understanding that many transplant patients and their families have different dietary needs. However, we do not require our Home Cook Heroes groups to cater to any specific needs. All Home Cook Heroes are required to fill out a Meal Ingredient Form, listing all ingredients in everything they prepare. If you would like to see any of these forms, please ask a member of our staff.

 

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