We took a chance and called 2 hours before they opened. Not only did someone answer the phone, but they were willing to let us pick up jet skis before they opened. The jet skis were on the trailer and ready to go when we arrived. There was a thorough explanation of rules and expectations in addition to how to use the jet skis, water safety and they helped us hook up the trailer. The only suggestion I have is to provide newer trailers. The one we got was a bit older and not very easy to use.