Frequently Asked Questions


Got a Question?

We’ve got an answer! Read through our FAQ to find what you need, or call our friendly Customer Service team at 888-773-3868 for help.

Q: Do I need to do anything special to get my listing ready for the shoot?
A: We recommend that you stage the home as you would for an open house or showing: pack away clutter, clean and tidy the home, and put away any pet paraphernalia. To avoid privacy concerns, we recommend that sellers also pack away any personal photos or other items that show family members’ names or images. Sellers, tradespeople (e.g., painters or plumbers), or other photographers/videographers should not be present during the shoot. For everyone’s safety, all pets must be secured. Please keep in mind that we charge a fee for cancelling and rescheduling, so check with your seller at least 24 hours prior to your appointment to verify that the property is ready.

Special instructions for 3D shoots: because of the way the Matterport software builds the 3D model, it is essential that nothing about the home be changed during the shoot because this can interfere with the 3D scanning process. For example, the camera may not scan or build the model properly if someone closes a door, moves a decorative item, or wanders into the frame. If your shoot includes a 3D model, please make absolutely certain that no people or pets will be in the home during the shoot.

Please see our Setup Tips for full instructions on preparing for your shoot.

Q: What if the listing isn't ready when the talent arrives?
A: Our talents have full schedules and must begin their shoots promptly upon arrival. Please verify that your listing is completely ready before your scheduled appointment time. If the talents arrives and is unable to begin the shoot promptly (e.g., due to lack of access, house not staged, people other than the agent on site, unsecured pets), there will be a fee equal to 50% of the shoot cost to reschedule or cancel.
Q: What happens if the weather is rainy or cloudy during my shoot?
A: It is your responsibility to monitor the weather forecast prior to your shoot and make any weather-related decisions regarding rescheduling or cancellation. If you believe the weather will interfere with your shoot, please call Customer Service at 888-552-3851 to reschedule. Note: you must cancel or reschedule your shoot at least 24 hours in advance to avoid a rescheduling/cancellation fee. Shoots cancelled or rescheduled less than 24 hours before the appointment time will incur a fee of $35. Shoots cancelled or rescheduled within 4 business hours of the appointment time will incur a fee equal to 50% of the shoot cost.
Q: What is your cancellation policy?
A: You may cancel or reschedule your shoot free of charge up to 24 hours before the appointment time. Shoots cancelled or rescheduled less than 24 hours before the appointment time will incur a fee of $35. Shoots cancelled or rescheduled within 4 business hours of the appointment time will incur a fee equal to 50% of the shoot cost.
Q: How long should I expect my appointment to last?
A: Please allow time based on the following guidelines:

  • Approximately 45 minutes per 1,000 sq. ft. for video and photos
  • Approximately 1 hour per 1,000 sq. ft. for 3D only
  • Approximately 1.5 hours per 1,000 sq. ft. for video, 3D, and photos

Q: What parts of each property do your talents film/scan/photograph?
A: Our talents capture the finished living areas inside the main residence. They also capture the front and back of the home, plus the yard and any exterior features (e.g., a pool) immediately surrounding the main residence. Video or photos for very large homes may not include small rooms such as half-baths. Add-ons are available for areas such as garages, unfinished spaces, acreage, outbuildings (e.g., barns), guest houses, or neighborhood amenities.

Note: Each 3D model includes one exterior scan of the front and back of the home. Due to technical limitations, these scans will be visible as part of a highlight reel but cannot be connected to the main model. Please see our Setup Tips for a full shot list.

Q: My seller doesn’t want to include the entire home in the 3D model. Can you skip all or part of certain rooms?
A: 3D models are designed to represent the entire home. If a portion of the home is missing, buyers will not have an ideal experience with the model (e.g., they may encounter doors that lead nowhere). Because of the way the 3D models are built, we are not able to “shoot around” portions of rooms–we must exclude the room altogether. For these reasons, we recommend that you wait until the entire home is completely ready to schedule your 3D shoot. Another option is to book a video or photo shoot, which will allow us to “shoot around” unfinished portions of the home.
Q: The seller has made changes in one of the rooms. Can you reshoot it?
A: Yes, we can do a reshoot/re-edit for a fee. To avoid reshoot fees, we recommend that you make sure the entire home is camera-ready before we arrive. This includes staging, cleaning, and removing any items that might pose privacy concerns.
Q: When will I receive my finished video/3D/photos?
A: Our standard turnaround time is 24 hours for photos, 48 hours for video or 3D, and 72 hours for floor plans. Note: certain add-ons or special projects, such as twilight photography or agent bios, may require a longer turnaround.
Q: Will you edit my photos?
A: All Borgatta, LLC. photo shoots include basic photo editing such as color correction, cropping, and alignment. Additional editing is available for $50 per hour, with a 2-hour minimum. Please note that we are unable to make significant alterations to the property or to permanent fixtures of the surrounding area (such as paint colors, cracks or stains, landscaping, or power lines), as this would violate industry standards for photo editing.
Q: I have some additional video/3D/photos of the property that I would like to use. Will you add them to my property webpage?
A: We will post up to 5 agent-submitted photos on your webpage. Submitted photos must have a resolution of at least 2258 x 1505 and will be watermarked “Submitted by Agent.” If your submitted photos were taken by a third party (e.g., a friend, relative, or non-Borgatta, LLC. photographer), they must be accompanied by a written release giving Borgatta, LLC. permission to post them on your behalf, without credit, for purposes of marketing your listing. We do not accept submitted video or 3D. Note: if you have hired someone other than Borgatta, LLC. to shoot photos/video/3D of the home, we cannot complete your shoot while that person is on the property. Please make sure to schedule your shoots so they do not overlap.
Q: Why do you provide three different property webpages?
A: We provide an unbranded and a media-only property webpage to help you comply with MLS branding restrictions. We know your brand is important to the success of your business, so we also provide a branded page for use on social media and other places that allow it.
Q: How long do my property webpages remain active?
A: Borgatta, LLC. provides 6 months of complimentary hosting for your property webpages. Additional hosting is available for a small fee. If you would like indefinite access to your Borgatta, LLC. content, please download your photos and video and copy your 3D link and embed code to your computer’s hard drive. We cannot guarantee the availability of your content once your hosting period is complete. There will be a fee to retrieve any content once the hosting period is complete.
Q: Do I own my photos and video?
A: No. Borgatta, LLC. is the owner and copyright holder of all photos and video created for your shoot. However, we do grant very generous usage terms. You are welcome to use your photos and video for an unlimited time, in any medium, to promote the listing or your real estate business.

Please see our Terms and Conditions for more information.

Q: I am re-listing a home that was originally marketed using Borgatta, LLC. video/3D/photos. Can I reuse the content for the re-listing?
A: If you are the agent who originally hired Borgatta, LLC., you may reuse Borgatta, LLC. content that is less than a year old. If the content is more than a year old, or you are not the agent who originally hired Borgatta, LLC., we ask that you contact us for a reshoot. Note: It is a violation of copyright to use Borgatta, LLC. content without permission from Borgatta, LLC.. Also, using such content without permission from the agent who originally purchased it may violate other regulations, such as those established by RESPA, NAR, your local or state Realtors association, or your local MLS.
Q: Will you make a slideshow from my photos?
A: Video and 3D offer a much more immersive experience that makes slideshows unnecessary. For this reason, we do not offer photo slideshows as a product.
Q: Do you offer drone photography/videography?
A: Yes, we do! And we check all the regulatory boxes to keep things safe, legal, and professional. For more information about our drone offerings, see our Drones Done Right product page. Note: due to liability issues, we are not able to accept submitted drone video/photography for inclusion on property webpages.

Setup Tipis


Preparing for Your Borgatta, LLC. Shoot

We want your listing to show to its best advantage. We also want to be respectful of your time and make your shoot as efficient and convenient as possible for both you and the homeowner. Following these setup tips will help you get the most out of your shoot.

Photography Shot List
Up to 3,000 sq. ft.: 35 photos

3,000-5,000 sq. ft.: 45 photos

5,000-7,000 sq. ft.: 55 photos

7,000-10,000 sq. ft.: 65 photos

over 10,000 sq. ft.: custom quote

A Borgatta, LLC. shoot includes video, photos, and/or 3D of the following areas, where applicable. Note that all rooms must be accessible and camera-ready. Rooms that are not accessible or camera-ready will not be included in the shoot. Footage of other spaces or amenities is available for an additional fee. A reshoot fee may be assessed if the talent must return to the property to shoot spaces that were inaccessible or not camera-ready during the shoot.

  • Exterior front of home
  • Exterior rear of home
  • Backyard (shot from house)
  • Deck or patio that is attached to house
  • Foyer
  • Living room
  • Dining room
  • Kitchen
  • Den/Bonus room
  • Home office
  • Each bedroom
  • Each full bath and half-bath
  • Home office
  • Laundry room
  • Finished basement (Borgatta, LLC. does not routinely capture unfinished basements)

General Tips
Please be aware that our talents typically have several appointments in a row. To prevent delays, we ask that all listings be camera-ready at the scheduled time. There will be a fee equal to 50% of the shoot cost if your talents arrives at the listing and is unable to complete the shoot due to lack of access, property not being ready, etc.

  • Please be aware that the talent is not permitted to clean, dust, move furniture, or otherwise stage the home.
  • Several days before your shoot, please verify that any work on the home has been completed and that no one except the agent is scheduled to be present during the shoot. If the listing is new construction, please verify that the punchlist has been completed. Talents will not shoot homes where work is incomplete or contractors are on the property. 
  • If you have booked a 3D shoot, please be aware that no people or pets can be on the property during the shoot. This is due to the way the models are scanned. If people or pets are on the property when the talent arrives, the shoot will have to be cancelled or rescheduled.
  • If you will be meeting the talent at the property, please plan to arrive at least 15 minutes early to turn on lights, do any last-minute tidying or staging, and ensure that no one is at the property.


  • Mow the lawn, trim shrubs, and tidy the landscaping.
  • Move cars out of sight (e.g., into the garage or in front of a neighbor’s house).
  • Place trash cans, bikes, toys, and other clutter out of sight.


  • Hide or remove any furniture or objects that will get in the talent’s way as he or she moves through the home. Make sure that all doors open freely and that each room is camera-ready from all angles.
  • Replace any burned-out light bulbs and turn on all lights. Better lighting means better results!
  • Less is more. Remove clutter and knicknacks from flat surfaces (tables, shelves, etc.) and store excess furniture. Put away toys, books, and other personal items.
  • Clean kitchen counters and hide small appliances such as toasters or coffee makers. Remove magnets from the refrigerator.
  • In bathrooms, clean mirrors and counters. Close toilet seats.
  • Empty or hide all indoor trash cans.
  • Your talent will shoot photos with an ultra-wide lens. Please plan to be in a different room or on a different floor to avoid being in the shot.


  • For everyone’s safety, please secure all pets during your shoot. If an talent arrives to find any unsecured pets, the shoot may be cancelled or rescheduled and a cancellation/rescheduling fee assessed.
  • Hide pet equipment and paraphernalia such as litter boxes, food bowls, beds, and toys. Some home buyers have pet allergies and will reject a home without visiting it if they see evidence of pets.




Borgatta, LLC.
Immersive Digital Experiences
3 Terrace Dr
Sherman CT 06784
+1 888 773 3868







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