Frequently Asked Questions
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If we didn’t answer your question here, contact us! We love to hear from you.
What is your payment/cancellation policy?
Payments:
Single cottage bookings: made more than {14} days in advance of the arrival date, require 50% payment with balance due 14 days prior to arrival. Bookings made less than 14 days in advance require payment of 100% of the rental fee.
Multiple cottage bookings in Rhododendron Retreat (all 4 cottages together): made more than {30} days in advance of the arrival date, require 50% payment with balance due 30 days prior to arrival. Bookings made less than 30 days in advance require payment of 100% of the rental fee.
We accept payments in the form of all credit cards, Mastercard, Visa, Discover and American Express. If you prefer you can use bank money orders, cashiers checks or personal checks payable to Asheville Luxury Cottages, (contact us regarding these options).
Changing a reservation: You may reschedule your visit with us up to 14 days before your scheduled arrival date with no change fee. If your new dates result in a higher reservation cost, you will be asked to pay the difference.
Cancelling a reservation: We accept cancellations with full refund of deposit minus a $65 cancellation fee; any time up to 14 days for single cottage rentals, 30 days for Rhododendron Retreat (all 4 cottages) prior to your scheduled arrival. Cancel less than 14 days, we will refund your money if we can re-book the dates you cancelled. We strongly encourage you to consider trip insurance to eliminate any concerns. There are no refunds for early departures.
PLEASE NOTE: There is an option for CFAR Insurance (Cancelling for Any Reason). We remind you to read the small print carefully so that you know if it covers what you think you'll need.
House Rules
In order to maintain the safety and quality experience for all guests, there are house rules we ask everyone to agree to prior to arrival.
Security Cameras
PLEASE NOTE: All cottage entrance doors and fire pit area have a Ring camera for security. Tampering with the camera in any way, is against house rules and you may be asked to leave and forfeit your security deposit.
What if I have additional questions?
PLEASE feel free to call or email us at any time. Our office hours are from 9 am – 5 pm, Mon-Fri. at (828) 222-6275. After hours and on weekends, we do check messages.
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, and continues all the way thru your stay with us.
Phone: (828) 222-6275 Email: info@ashevilleluxurycottages.com
What are your current cleaning protocols?
We are doing our part to assure all guests that all cottages are thoroughly cleaned and disinfected after each stay using CDC guidelines for cleaning and sanitizing with EPA accepted disinfectants. Please contact us if you have specific questions.
Do I have to put down a deposit to reserve a home?
We require 50% of rental fees, & taxes at the time of booking, with the balance payable 14 or 30 days prior to check-in (See Payments at top of page). If you make your reservation less than 14 days for single cottage rentals, (30 days for multiple cottage rentals) from your check-in date, then full payment will be required at time of reservation. We accept major credit cards.
What is the security deposit charge?
Your security deposit is a damage deposit that ensures that our homes are left in the condition in which renters find them. Security deposit is $300 for single cottage rentals, $500 for rental of all 4 cottages listed as the Rhododendron Retreat. The security deposit is not charged up front but authorized as a hold on your credit card one day prior to arrival. It is released from “hold” when the home is found to be in satisfactory condition following inspection after your checkout.
How do I book my Asheville Luxury Cottages vacation?
For your convenience, we have an on-line booking feature. We also recognize that you might have specific questions, so please feel free to call or email us directly when you’re ready to book and we will handle everything directly with you. We are available from 9 am to 5 pm Mon-Fri. at (828) 222-6275. After hours and on weekends, we frequently check messages and get back to you as quickly as we are able.
What are the additional taxes and fees for the rental?
In addition to the rental charge, there are some other parts to the rental contract:
— Cleaning fee: $110 for one bedroom cottages; $145 for two bedroom cottages; $500 for All 4 cottages together.
— Taxes: Current state and local taxes are 13%.
— Additional guest fees: For 2 bedroom cottages, $30 per extra guest over 4 up to 6. For Rhododendron Retreat, $50 per extra guest over 12 up to 18.
— Pet fee if applicable: $100 per cottage stay for up to 2 dogs.
— Security Deposit - not charged, only held on credit card and released after departure. $300 for individual cottage rental and $500 for Rhododendron Retreat (all 4 cottages).
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 there is an emergency during our stay?
If you are having a medical emergency, dial 911 from your cell phone. There is also a list of local emergency numbers in the Welcome Book at each house in case you should need them.
We hope that your stay in the area will be relaxing and without incident, but should you need to get in touch with Asheville Luxury Cottages, you can call or text to our business phone and/or send an email. We check messages regularly.
If you need to reach us for any non-emergencies, our Guest Experience Team is available to assist you from 9 am to 5 pm Monday through Friday at (828) 222-6275. After hours and on weekends, we do check messages.
What do I need to do to check-out?
When you check out, please consolidate garbage & recycling in the appropriate trash bins, per the provided property info. Don’t worry about the linens, our cleaning crew will take care of them! Simply leave the towels and washcloths in the bathrooms and all linens on the bed.
Upon departure, make one last check around the house for belongings (especially chargers), make sure all windows & doors are closed & locked. Please set the thermostat to 60 degrees in the winter and 80 degrees in the summer. Make sure the hot tub is covered.
What if we need to check-in "after hours"?
Two days prior to the day of arrival, you will be provided with a unique code for your stay, which will give you access to the home via keyless entry. With this system in place, you are free to arrive at your home anytime after the appointed 4:00 PM check-in time.
What are check-in/checkout times?
Check-in time is 4:00 PM, and check out time is 11:00 AM. It is important that we adhere to these times, because there is a chance that someone else 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. We do offer special “early check-in” and “late checkout” options if the home is open. Please contact us about this. There is no additional charge.
Are your houses pet-friendly?
We love dogs! Yes, our cottages are dog friendly (sorry no cats), (limit 2 with additional pet fee of $100) Any damage that may be caused by your pet during your stay will be paid for out of your security deposit or charged to the credit card we have on file. Please make sure you clean up after your pets! Bringing a pet without paying the pet fee is grounds for the termination of the rental agreement and/or forfeiture of your security deposit. Please note that entry doors are monitored remotely by camera for safety and security reasons.
Please click here to read our ‘Pet Policy’ in more detail.
What do I need to bring for the rental?
All the ALC vacation rental homes are comfortably furnished, and have well equipped kitchens, supplied with pots/pans, cooking utensils, flat ware, plates/glasses, drip coffee makers, etc.
All homes have a full compliment of bed linens, blankets, bed pillows, kitchen and bath towels, hot tub towels, dish soap and detergent. Also included - storage containers, zip lock baggies, aluminum foil and plastic wrap. Snack basket is provided along with assorted teas and 2 packages of local roasted/ground coffee.
We do recommend that you bring with you any additional cozy items you like such as throws or pillows for personal use. In addition, your rental home will have been stocked with paper towels, toilet paper and trash bags, but not an unlimited supply. For more information on the amenities we provide go here:
What is the occupancy policy?
Please do not bring anymore occupants than you have paid for. Occupancy violations may result in a security deposit forfeiture and immediate eviction of all guests.
Do you have a minimum stay?
All of our properties have at least a two-night minimum stay. Holiday periods (New Year’s Eve, MLK weekend, President’s weekend, Memorial Day, July 4, Labor Day, October leaf season (1-31) Thanksgiving and Christmas) have a 3-night minimum. Renting all 4 properties for a gathering, (the Rhododendron Retreat) requires a 3-4 night minimum at all times.