Frequently Asked Questions

DO YOU HAVE A MINIMUM STAY?
All of our properties have at least a two-night minimum stay, some have 3. For any holiday or special events, we have a 3-night minimum. We offer discounted rates for weekly and monthly rentals for most of our luxury homes. These terms are determined by each individual owner.

WHAT ARE ADDITIONAL TAXES AND FEES FOR THE RENTAL?
In addition to the rental charge, there are 3 other parts to the rental contract:

  • Cleaning fee…The cleaning fees vary by the size of the property and are spelled out for each in their individual description
  • Tax and Booking: The state tax rate is 7%, and the local Occupancy Tax is 6% creating a total tax rate of 13%. That is coupled with a 2.95% booking/handling fee for a total of 15.95%.
  • Accidental Rental Damage Insurance (ARDI), mandatory flat $45 fee, non-refundable.

HOW DO I BOOK MY AVL VACATION?
We do not employ “on-line” booking, as we prefer to introduce the human element into our guest relationship. You can call or email us when you are ready to book, and we will handle everything directly with you. We are also available to answer any and all of your questions, and provide an abundance of information to all of our guests once they book with AVL.

CAN I REVIEW A SAMPLE COPY OF THE RENTAL AGREEMENT ?
Click here

DO I HAVE TO PUT DOWN A DEPOSIT TO RESERVE A PROPERTY?
We require 50% of the rental fee at the time of booking, with the balance payable 60 days prior to check-in. If you make your reservation less than sixty days from your check-in date, then full payment will be required at time of reservation.

WHAT ARE MY PAYMENT OPTIONS?
We accept VISA, Master Card, and Discover.

WHAT IS YOUR REFUND/CANCELLATION POLICY?
All cancellations by guest must be made in writing/e-mail to Beth@AVLVR.com. All cancellations made more than 60 days prior to occupancy will forfeit 50% of the rental fee plus the processing charge (2.95%). All cancellations made less than 60 days prior to the occupancy date will forfeit 100% of the rental fee plus the processing charge (2.95%). Additionally any Event Fee incurred will be forfeited. Guest will be entitled to a refund less the cancellation fee, which is 25% of rental fee paid, only if the property is rented for the same term and at the same rate as contracted by the guest. AVL Property Management will make a diligent effort to re-rent the property. If your balance due is not received by the due date as presented in this agreement, your reservation will be treated as Cancelled and your deposit will be forfeited unless we can re-rent the property as indicated above. If a guest is disappointed or unsatisfied with the property due to differences in taste according to decor, accommodations, location, construction, mountain road conditions, etc. and declines to stay at the property, this will be considered a cancellation and no rent reduction or refund will be issued.

WHAT IS THE SECURITY DEPOSIT CHARGE?
Accidental Rental Damage Insurance  (ARDI) is required, and protects our clients property for up to $1,500 of “unintentional” damage.  This is a one time flat fee of $45, and is a non-refundable charge. Your credit card will remain on file should damage occur which is not covered under this insurance policy. More information on this can be found on the Damage & Travel Insurance tab of the website.

SHOULD I PURCHASE TRAVEL INSURANCE?
For the protection of our guests we recommend they consider purchasing Travel Insurance, especially if renting during the winter months. This will insure your trip in many cases, should you need to cancel your reservation. Vacation Travel Insurance may be purchased through any number of agents.  The list below is provided as a courtesy.  AVL Vacation Rentals does not endorse any specific company:

Travel Guard – http://www.travelguard.com, 1.800.826.1300
Allianz – https://www.allianztravelinsurance.com, 1.866.884.3556
TravelSafe Insurance – https://www.travelsafe.com/, 1.888.885.7233
CSA Travel Protection – http://www.vacationrentalinsurance.com/, 1.866.999.4018

If you are a member of AAA, or AARP, you may wish to check with them as to their offering.

WHAT DO I NEED TO BRING FOR THE RENTAL?
All our vacation rental homes are comfortably furnished, and have well equipped kitchens, supplied with pots/pans, cooking utensils, flat ware, plates/glasses, coffee makers, etc. All homes have a full compliment of bed linens, blankets, bed pillows, comforters, kitchen and bath towels, dish soap and detergent. In addition, your rental home will have been stocked with paper towels, toilet paper and trash bags, but not in unlimited supply.

ARE YOUR HOUSES PET FRIENDLY?
Some of our owners have chosen to allow pets in their homes. These houses will be specified as “pet friendly” on the house detail page. Pets are allowed in these houses only. Unfortunately, due to common allergy problems we cannot allow cats in any of our vacation rental homes. For the privilege of bringing your dog, there is a $50 non-refundable fee per pet. Any damage that may be caused by your pet during your stay should be covered under the Accidental Rental Damage Insurance (ARDI) policy. Any damage exceeding the monetary amount purchased with this policy will be paid for by the guest, and applied to the credit card we have on file. Please be respectful of those owners who, because of allergies or other personal reasons, have chosen not to allow any pets. Bringing a pet to a house that is not pet friendly, without owner consent or permission from AVL, is grounds for termination of the rental agreement without refund.

WHAT ARE CHECK-IN/CHECK OUT TIMES?
Check-in time is 4:00 PM, and check out time is 10:00 AM. It is important that we adhere to these times, because there is a chance that someone will be checking out/in before or after you, and we need sufficient time to fully clean and prep the house for the next guest.

EARLY CHECK-IN AND LATE CHECKOUT: Requests for early check-in or late checkout will be considered on a case-by-case basis. Please contact our office no more than 24 hours in advance with requests for an early arrival or late departure. Consideration is given based upon the property’s “status” immediately prior to, or following, your reservation. The cost for either option is $60 plus tax and processing fee, and is non-negotiable.

WHERE DO WE CHECK-IN/PICK UP KEYS?
All of our homes have lock-boxes where keys are provided or an electronic lock. Codes are adjusted for every unique guest, and you are provided with your unique code. Directions, check-in, and “Welcome” information will be forwarded via e-mail, one week prior to your check-in date.

WHAT IF WE NEED TO CHECK-IN “AFTER HOURS”?
You are free to arrive anytime after the appointed 4:00 PM check-in time, and if you are arriving later in the evening, the same check-in instructions apply since the keys will be securely locked in the lock box which you will have the unique code to access.

WHAT DO I NEED TO DO TO CHECK-OUT?
Each home will have a somewhat unique check-out protocol, and this will be provided to you with your check-in “packet” of information, and then included in the homes “Information” booklet. In conjunction with this we simply request that you practice common courtesy in trying to leave the home as you found it, with respect for the owners and their belongings.

ARE WE EXPECTED TO CLEAN THE HOUSE BEFORE WE LEAVE?
As you will have paid a cleaning fee, you are not expected to “clean” the house before you leave. We simply ask that you make sure that you have followed the protocols provided to you around “check-out”, including but possibly not limited to, making sure all of the trash is taken care of, that the dishwasher has been run and that you have cleared the house of your personal possessions. All homes have a clothes washer and dryer for your use during your stay.

WHAT IF THERE IS AN EMERGENCY DURING OUR STAY?
If you are having a medical emergency, dial 911. Most homes do NOT have land lines so use your cell phone. The carriers with the best connectivity are Verizon & US Cellular.

We hope that your stay in the area will be relaxing and without incident, but should you need to get in touch with AVL, we have someone on call 24 hours a day. Just call our office at (828) 231-9100, OR (828) 776-6202, which will forward to the cell phone of the person on call. Please do not hesitate to call us if something needs immediate attention, but if your question or concern can wait, we ask that you call the office during normal office hours.

DO YOU HAVE A LOST AND FOUND?
Although we cannot be held responsible for items left behind, we do make every effort to locate and return them to you. Contact our office and items found will be returned to you and a $25 handling fee plus postage will be charged to you. Unclaimed items will be donated to charities after thirty days.

WHAT IF I HAVE ADDITIONAL QUESTIONS?
PLEASE feel free to call or email us at any time. We are here to ensure that you have a spectacular vacation while visiting Asheville. We provide an exceptional vacation experience, not just a destination. This starts from our first contact, all the way through your stay with us.