FAQ

ABOUT ABOVE

What is the difference between ABOVE and other vacation companies?

The standards of a luxury hotel, in the intimacy of a private home. That is ABOVE. The vacation rental industry made its name on inconsistency; we built our name on refusing it. Here is what that looks like:

·       These are real homes with real owners. Most are their primary residences, filled with the amenities and personal touches no rental company can manufacture. We would never make them feel like a chain, and we never will. The care is guaranteed; the character belongs to each home.

·       Guests are never checked in at ABOVE. They are welcomed. Your personal House Manager meets you at the door, whether you arrive at 4 p.m. or 4 a.m. No key codes, no drab hand-off, no app pretending to be a person.

·       Every home is professionally cleaned, appointed, and made ready before you cross the threshold, and your House Manager visits daily to keep it that way and to be of service.

·       Our calendars are accurate, payment is easy and secure, and our cancellation policy is always clear. Nothing is hidden: not the price, not the rules, not the fine print.

·       Need anything at all, at any hour? Your House Manager is on call for you around the clock. That is not a feature. That is who we are.

What is the ABOVE Pledge of Reciprocal Hospitality?

It is the handshake before the stay: our commitment to you, and yours to us and to the family whose home you are entrusted with. You will find it at the front of every Booking Agreement, and it reads exactly as follows:

THE ASSOCIATES OF ABOVE AND GUEST’S PLEDGE OF RECIPROCAL HOSPITALITY

Before you entrust ABOVE with your stay, and ABOVE entrusts you with one of our homes, we together agree to the following pledge.

We, the Associates of ABOVE, pledge to you, our Guest:

·       To treat you, our Guest, with dignity and respect, and to serve you with the warmth of hospitality.

·       To provide a dedicated ABOVE Associate throughout your stay to make it an exceptional one.

·       To greet you personally and professionally at the home on arrival day, and to answer all of your questions about the home and the destination.

·       To provide a clean and fresh home with personalized concierge services, so you can experience the destination to the fullest.

·       To understand and uphold all terms and conditions of the home owner and local authorities, so your stay is not negatively interrupted.

·       To be available at any time throughout your stay, to visit the home daily to help keep it tidy, and to be of service to your requests.

·       To be there at checkout to assist and ensure a smooth departure.

We, the Guests of an ABOVE property, pledge to you, our Host:

·       To treat you, our Host, with dignity, respect, and professionalism.

·       To ask first, before assuming it is permissible, about any activity that impacts the home or the neighborhood.

·       To treat the home as we would our own, keeping and returning it in the manner found.

·       To refrain from any illegal, ill-advised, or questionable activity that could cause harm to ourselves or the home.

·       To protect the home from avoidable damage by cleaning messes quickly and locking all doors while away.

·       To educate ourselves on all terms and conditions of the home and to be accountable to them.

·       To always be considerate of the neighbors, and never deny them the peace and tranquility of their homes by our actions.

Through this Pledge of Reciprocal Hospitality, together we can curate exceptional experiences for Guest, Home Owner, and ABOVE Associate alike.

How is ABOVE Vacation Residences different than a listing site like Vrbo or Airbnb?

Listing sites are technology (useful technology, and we partner with more than fifty of them), but technology is not hospitality. Once a listing site takes the booking, the guest is on their own with whoever answers the phone, and that is where the industry’s famous inconsistency is born. At ABOVE, our own local teams carry the stay from the first hello to the smooth departure: a personal welcome, a daily visit, a professional on call all night. Our homeowners live their lives without interruption and earn real income; our guests get cared for by people, not platforms. That is a hundred and eighty degrees from a marketplace, and it is exactly the point.

How do I know homes are legitimate vacation rentals?

Trust, but verify. We have done the verifying for you. Every home in the ABOVE portfolio applied for inclusion, and every homeowner was individually vetted by our selection team before a single guest crossed the threshold. We still recommend booking with a major credit card wherever you book, and you are welcome to read what our guests say on every listing. Their words are better than ours.

What will I sign when I book?

A Booking Agreement (your stay’s details, price, deposit, and cancellation terms on a few plain pages) that adopts our published Master Guest Terms & Conditions: the same terms for every guest, posted with their version and effective date at luxuryabove.com/guest-terms. Sign electronically or accept with a click, and each member of your party signs a short waiver before the stay begins. Clear, versioned, and nothing hidden, because a promise you can’t read is not a promise.

Is the price of each rental accurate?

Yes. Enter your correct dates and number of guests, and the price you see is the price. We take accuracy seriously because trust is the whole business. If an error ever occurs, you will be prompted to call our pricing team for a personal quote. Pricing can change until you book: to secure the rate you see, book the home and place the 50% deposit to hold it.

Why must I provide my guest names, emails, and phone numbers?

Because every person under that roof matters to us. Each member of your party signs a short waiver, and all waivers must be signed before the stay begins and before your security deposit refund is processed. It protects our guests, our homeowners, and our associates alike: the three families we serve equally.

A listing notes that more guests are able to sleep at the house. Why is there a fee to add more after booking?

When the house is reserved, the owner approves the number of guests permitted. It is their home, and we honor their word. Additional guests beyond that number require the homeowner’s permission and a charge of $250 per person, per night.

Why does the House Manager visit the house every day?

To make sure your stay exceeds your expectations (on-the-spot concierge service, a quick tidy of the kitchen, trash taken out before you notice it) and to protect the home and the neighborhood by making sure the house rules are kept. Our job is to uncover why you traveled, and then exceed the care you would show your own family in your own home. The daily visit is where that happens.

May we have an event or party at the property?

That depends on the home and local rules. Some of our homes host beautiful gatherings, and some neighborhoods simply do not allow them. All events, parties, and guests not on your guest list must be pre-approved by ABOVE in writing at least 72 hours in advance, and approved visitors depart by 10:00 p.m. Talk to our reservations or concierge team early; we love saying yes when we can.

Why can’t people who aren’t staying in the home be on the property?

The homeowner has entrusted the home to you and the people on your guest list, and no one else. Additional people create additional risk for you, for them, and for the family whose home it is. Tell ABOVE at least 72 hours ahead if you plan to invite anyone, and we will secure the owner’s permission.

Why are no kegs or glass beverage containers permitted outdoors?

Broken glass injures guests and can force a pool to be drained for repair, a cost the responsible guest absorbs. And kegged beer dispenses a volume of alcohol we are simply not comfortable with. Your safety comes before anyone’s party.

Are pets permitted at the home?

That decision belongs to each homeowner. Their home, their call. Any pet must be pre-approved, and a non-refundable pet fee of up to $500 applies. Your Guest Services Manager will gladly walk you through approval. Because these are private residences, service animals are not automatically accepted except where the law requires. Please ask in advance and we will work with you.

Why can we only have four cars on the property?

Most homeowners associations and cities set that limit, and we enforce it to protect the neighborhood, and your homeowner’s standing in it. Need more parking? Your Guest Services Manager can help. Vehicles beyond the limit must be removed immediately and may be towed at the vehicle owner’s expense.

Can we heat the pool?

Most pools, yes. The fee is $300 for three nights May through September and $500 for three nights October through April. We strive for 85 degrees, but when the forecast drops below 45 degrees, no honest company can guarantee that temperature, and we would rather tell you the truth than sell you a cold pool. Work with our concierge on the forecast before you decide. Pools and spas cannot be heated at the same time.

Why are fireplaces, fire pits, and candles not available for use?

Fire risk, plain and simple: many months fall under open-flame bans, and dry conditions can spark brush fires that threaten far more than one home. Gas grills may be used with care and a fire extinguisher nearby, and your House Manager can tell you whether our team can light indoor or outdoor fireplaces when conditions permit.

May we smoke at the house?

No smoking or vaping of any kind inside or outside the home: cigars, cigarettes, vapes, hookah, and any illegal drug smoking included. Evidence of smoking brings a $750 cleaning fee or the actual cost of remediation, whichever is greater; a family lives here, and smoke does not check out when you do. Ask your House Manager whether a designated smoking area is available at your home; outdoor smoking may also be restricted by local fire bans.

What happens if any illegal substance or marijuana is found at the property?

That one is easy to answer. Any illegal substance found during or after your stay means immediate removal of every guest with no refund of the remaining stay, a report to your booking source and local law enforcement with all evidence found, and responsibility for every resulting cost: documented, itemized, and charged against your security deposit or the card on file. We care deeply about our guests’ safety and about our homeowners returning to a home free of dangerous substances. If you believe you have the right to use illegal substances in the home, we encourage an audit of your personal entitlements, and prefer you stay with another company.

May I use my own chef and have my own deliveries?

Yes. We love seeing a home fully enjoyed. Any vendor you bring must be cleared with your Guest Services Manager at least 72 hours before check-in and must show a certificate of insurance with at least $1,000,000 in liability coverage before services are rendered. Deliveries must arrive after your check-in time; ABOVE does not accept deliveries, but ship boxes early to our office and we will have them waiting at the house.

How can I find out exactly where a rental home is located?

The maps on our listings are accurate, and we happily send the home’s full address close to your arrival date. Just get in touch. Discretion protects our homeowners, and one day it will protect you too.

What does ABOVE’s housekeeping fee cover?

It is a one-time fee covering your reservation’s departure clean. Unlike a hotel, daily maid service is not included; it is available by request for an additional fee. Our homes average well over 5,500 square feet, and making one guest-ready for the next family is real work done by real professionals. That is what the fee covers.

What if I leave something behind?

Tell us and we will gladly ship it to you at cost. It happens to the best of us. Items left behind may be donated or disposed of after 14 days. And please never leave anything hazardous or illegal at the home: guests are fully responsible for any harm or cost caused by items they leave behind.

If I book today, how much do I put down, and when is final payment due?

More than 45 days out: 50% of the total holds the home, with the balance plus the refundable security deposit due 45 days before check-in. Within 45 days: full payment plus the security deposit is due at booking.

Can promotions be applied retroactively after booking?

No. Mention the promotion to your booking agent at the time of booking. Promotions run at our sole discretion and can be activated, modified, or ended at any time without advance notice.

INSURANCE & PAYMENT FAQS

What is the refund and cancellation policy should I need to cancel my trip?

We keep it clear because clarity is a kindness. Reservations cancelled more than 45 days before arrival are charged a cancellation fee of 30% of the total license fee (excluding the security deposit and taxes). Reservations cancelled 45 days or fewer before arrival are non-refundable, though if we re-book any of your cancelled nights, your cancellation fee is reduced by what we recover, because taking more than the loss would not be right. Your security deposit is always refunded on cancellation. If you booked through a third-party site, the cancellation policy shown at booking governs that booking. And we strongly recommend travel insurance. Life throws curveballs.

What is trip insurance and should I buy it?

We highly recommend it. Trip insurance covers missed flights, illness, lost baggage, job loss, weather, and travel delays for a very low price. Purchase it through ABOVE or any provider you prefer. Just do it before you check in.

What do ABOVE’s Refundable Security Deposit and Damage Insurance cover?

The Refundable Security Deposit protects the home during your stay and is $1,000 for most reservations. As an option, you may purchase Damage Insurance through ABOVE covering up to $25,000 in unintended damage. Damage Insurance does not cover intentional damage; excessive wear and tear from parties, smoking, or pets; additional cleaning from stains or spills; fines from police or homeowners associations for noise, trash, or parking; or amounts above the purchased coverage. Prefer to opt out of Damage Insurance? An additional refundable security deposit of up to $10,000 may be required depending on the home. Any damage or fines not covered by insurance or the deposit may be charged to the card on file. Your full deposit is refunded within 10-15 business days after checkout, provided no damage occurred and every guest in your party signed the waiver, and any deduction always comes with a complete itemized statement, because you deserve to see exactly where every dollar went.

Do you have any house rules or policies?

We do, and they exist for one reason: so the guest, the homeowner, and the home all come through the stay better for it. All guests sign a Booking Agreement and waiver containing the policies for each home. Here is a sample; the rest live in your Booking Agreement and the Master Guest Terms:

·       Behave as you would in any home you live in, with respect for the property and the neighbors.

·       Unless we approve otherwise in writing, the booking guest must be at least 28 years old.

·       The booking guest occupies the home for the entire reserved period, and other occupants are family, friends, responsible adults, or children under direct adult supervision.

·       Never exceed the maximum occupancy agreed at reservation.

·       No unapproved parties, no noise beyond the lot line or into adjacent units, and no illegal activity of any kind.

·       No pets unless noted for the specific property and pre-approved.

·       No smoking in or around any home.

·       Check-in is 4:00 p.m. and check-out is 11:00 a.m.; we will email you in advance if early check-in or late check-out is available.

·       Common courtesy: keep the home clean, report problems or damage, wash dishes as used, take garbage to the outside bins, leave towels in the bathrooms and sheets in the bedrooms, and please don’t rearrange the furniture.

HOMEOWNER FAQS

Who is ABOVE Vacation Residences?

ABOVE is a full-service luxury vacation residence company for premier homes and primary residences in select destinations, built by hospitality people, for people who love their homes. We deliver guests the consistency and quality of the world’s finest hotels while optimizing the marketing, the care, and the return on one of the most important assets a family owns. Over the years, ABOVE has quietly become the go-to leader for connecting the most discerning guests with private luxury and one-of-a-kind properties. Founded on exclusivity blended with attentive service, we represent only the most exceptional homes and estates, an approach you will otherwise find only in the management of the world’s pinnacle hotels. And here is the part we will never compromise: the care is standardized; your home never is. We built ABOVE to guarantee the promise of luxury inside every home we serve without ever making the homes the same.

How are we different?

Plenty of companies tout technology as the answer. We love technology and we deploy it, but only as a tool, because technology is not hospitality. People are. Our associates visit each home daily during stays to serve the guests, safeguard your property, and keep every rule kept, and every property is protected by privacy-compliant noise-monitoring technology with evening checks by our team. ABOVE was born as a high-end hospitality, vacation residence, destination management, and travel company all in one. There is no other company in the industry like it. Our homeowners enjoy untapped revenue on their primary and vacation homes, plus discounted or complimentary travel booked by our in-house travel team. One of our homeowners said it best: “No better feeling than making considerable income while on vacation!” Every home is approved by our Standards Selection Board through an intense, proprietary 250-point process (most applications are not accepted), and that demanding, impartial bar is exactly what gives our guests the quality, confidence, and comfort they require, and gives your home the neighbors it deserves in our portfolio.

What are “Authentic” and “Living Local” by ABOVE?

“Authentic” by ABOVE is a brand of one-of-a-kind homes unique to a destination: rich with local character, rare exceptions approved by our Standards Selection Board because they are simply too good to miss, and among the most revisited homes we serve. “Living Local” by ABOVE is a collection of apartments, condos, and properties for traveling professionals, couples, and small families (typically studio to three-bedroom, near city centers): affordable luxury that delivers the true flavor of the destination. Different homes, same promise: honest, authentic, and true to each place.

Why ABOVE?

Formed by luxury hospitality veterans and guided by the values of a 5-Diamond hotel company, ABOVE serves three families equally (our guests, our homeowners, and our associates), because when all three are cared for, everything we build together stands stronger. Homeowners get five-star-caliber care of their property plus the benefits of discounted global travel; guests get a level of service the vacation rental industry simply does not offer; and the associates delivering it are trained, trusted, and proud of their craft. Aldo Gucci said it best: “Quality is remembered long after the price is forgotten.” No, we are not the cheapest, but we are the ones that care the most.

GETTING STARTED WITH ABOVE

What does ABOVE do for homeowners?

Everything a vacation residence business requires, and then everything else. We coordinate full care of your home: repairs, heating and air, landscaping, pool service, extermination, light remodeling. You simply relax and let three decades of hospitality wisdom unfold. You are assigned your own General Manager, who handles everything from photo shoots and your listing to marketing and coordinating every stay. And because most of our homes are owner-occupied, we take care of you too: when your home is rented, your Manager can arrange a nearby hotel or a discounted getaway through our in-house travel team. And yes, we have great relationships with pet boarders in every location. When we say we handle it all, we mean it.

How is ABOVE different from a listing site like Vrbo or Airbnb?

ABOVE is a full-service operator; Vrbo, Airbnb, and similar sites are listing marketplaces. We take care of your home and get it booked, and we partner with more than fifty such sites to put your home in front of a wide range of qualified travelers. They are the shelf; we are the stewards.

What kind of contract does ABOVE offer?

An honest one. You sign a short Owner Participation Agreement that adopts our published Master Owner Terms & Conditions: the same terms for every owner, posted with their version and effective date, with your commercial terms stated plainly in your own Participation Agreement. The partnership runs in 24-month terms that renew automatically unless either of us gives 60 days’ notice before renewal, and you have a 10-day opt-out window after your third completed stay if the program is not right for you, plus defined exit rights if you sell or list your home or local law changes. We will gladly send the full Terms and a sample Participation Agreement before you ever apply. Facts are stubborn things, and we would rather you read every one of ours up front. Nothing is hidden.

How easy is it to get started with ABOVE?

Extremely, though we will be honest: only about 30% of homes are accepted into the ABOVE portfolio. After you meet with one of our executives, your home goes through our 250-point proprietary inspection and our Standards Selection Board makes the call. Once accepted, our team collects your information, photographs your property, and crafts your listing. Normal activation (photos, a detailed listing, pricing, advertising on the main channels, and taking reservations) happens in as little as a few weeks, depending on your schedule.

Can you help me convert my main residence into a successful vacation rental?

Absolutely. It is our specialty, and frankly our favorite work. We know what it takes, and we do everything we can to give homeowners peace of mind that one of their most important assets is in good hands. New rental permit? Living room needs a refresh? We are happy to offer suggestions and assistance to help your home become everything it can be.

Will I handle the occupancy taxes?

No monthly filings for you. ABOVE collects the lodging taxes on every reservation, holds them in trust, and files and remits them on your behalf through the Avalara LodgeTax service; the annual subscription (currently $750) is simply deducted from rental proceeds, and we keep complete records for you. As the property owner you remain legally responsible for your taxes, and your monthly statement shows everything collected and paid. Trust, but verify: the records are always yours to see.

Do I have to commit to a certain level of availability?

We ask that homes in our program be year-round rentals available at least 30 days per year, and you stay in control of your calendar in advance: blackout dates and owner-use dates are yours to set, and you set a floor rate we will always honor. Within your calendar and your rates, ABOVE handles booking decisions and pricing so guests get instant, reliable confirmation, and confirmed reservations are honored. Our word to a guest is our word. Homes that are predominantly unavailable lose search ranking and may not remain a fit for the program.

Does my home need to be of a certain quality or size?

Without question. Remember, we accept only about 30% of applicants. While ABOVE works primarily with luxury properties, our “Authentic” and “Living Local” brands include homes that do not meet every brand standard but offer qualities too good to miss in desirable locations: a high-end downtown studio, or an inviting mid-range home in a prime destination. We will look at your home and tell you honestly whether it fits. You deserve a straight answer, and you will get one.

Is there anything I am required to have at my home?

Yes. Your General Manager will walk you through our Brand Standards: furniture, appliances, cookware, dinnerware, a supply of bed linens and towels, high-speed WiFi, a landline or equivalent reliable emergency phone access, and everyday consumables such as light bulbs and batteries. We will work with you to get everything in place. Well-decorated homes rent more often, so we always encourage a home that shows well.

Are owners required to allow pets?

That is up to each homeowner. Your home, your call. Guests pay a non-refundable pet fee of up to $500 per stay, shared equally between you and ABOVE for the additional services and cleaning involved. Pet damage comes out of the guest’s deposit, and damage beyond the deposit is pursued with the guest. We encourage allowing service animals, and guests are informed that service animals are not automatically accepted at private residences except where the law requires.

MARKETING YOUR VACATION RENTAL

How do you enable online bookings?

We use professional-grade property management and distribution technology to publish your home across more than fifty booking channels with synchronized rates, availability, and secure payment processing, so every site shows accurate information at all times, so guests book with confidence and you never worry about a stale calendar.

How do you advertise my vacation rental?

We do NOT list your home everywhere. We place it where luxury travelers are looking, in front of guests who can afford your property and will honor our vetting and house policies. In addition to our own sites, your home is automatically listed across more than fifty channels, including Vrbo, Airbnb, Booking.com, Expedia, and leading luxury and specialty networks, with your calendar and rates synced across every one. The right guests, in the right places, not the most guests, anywhere.

What if I already have my home listed on those sites?

Many homeowners do. We will migrate your listing into our managed account, professionally rewrite it, take new photos, and sync pricing and availability everywhere your home appears. Your history comes with you; the hassle does not.

Do I need to provide you with photographs?

No. We use the latest technology to capture photos, a digital floor plan, and a virtual tour (a key selling point for guests), and our expert photo editors make sure your home looks fantastic on every listing site. Your home has a story; our job is to tell it beautifully and truthfully.

How do you handle guest deposits paid in advance?

We accept all major credit cards. For reservations more than 45 days out, guests pay 50% at booking with the balance and security deposit due 45 days before check-in; inside 45 days, full payment plus the deposit is due at booking. All guest funds are held in trust accounts until the stay: your money and your guests’ money handled the way a fiduciary would want it handled. The guest who books must be at least 28 years old unless we approve otherwise in writing.

PRICING YOUR VACATION RENTAL

How do you set pricing for my rental?

Our pricing team is trained in hotel-industry revenue management, the discipline that invented dynamic pricing. We set rates that vary by day of week and season: mid-week at one price, weekends at another, holidays and peak periods higher, off-season a bit lower. Initial pricing is built from your input, your home’s characteristics (size, amenities, location, recent remodels), comparable homes in the area, and guidance from our local General Manager, and you always set a floor rate we will honor. Most owners then join our dynamic pricing program, where we watch your home’s conversion and real market demand and adjust: booking faster than comparables, we may raise the rate; last-minute openings may earn targeted discounts; soft periods get lowered rates that climb back as occupancy fills. It is ongoing, it is disciplined, and it is always a top priority: momentum, watched daily.

What kind of reporting will ABOVE provide?

A monthly statement detailing your rental revenue, the taxes we collected and pay on your behalf, and any charges you incurred during the month (a clean before your own stay, a new television installed, whatever it may be). Your General Manager will happily walk you through every line. Your home, your numbers, in plain English.

When do I get paid for reservations?

Monthly. Expect your owner statement and a direct deposit or check by the 10th of each month, covering all guests who checked out (and whose payments were fully collected) during the prior month. For a stay crossing two months, payment falls in the month of checkout.

PROPERTY MANAGEMENT FAQS

Do I need to do my guests’ laundry?

Never. Not once, not ever. For health and safety, all linens are professionally laundered off-site, then folded, stored, and staged by the ABOVE team for each reservation. Linen and comforter cleaning is charged per reservation at our current rate of $60 per bag.

Do I need to provide soap, paper towels, toilet paper, etc.?

ABOVE keeps your home stocked for every guest, a brand standard, because only the highest-grade amenities should touch our guests. We supply a kit for each stay (toilet paper, paper towels, soap, shampoo and conditioner, dish soap), source it all through our centralized ordering system for quality and consistency, and bill accordingly. One less thing (actually, a hundred less things) for you to think about.

What about regular maintenance?

ABOVE provides guest services and property care, but we are not a maintenance company; our associates are hospitality professionals, not contractors. We staff a 24/7 call center, manage reservations and guest support, schedule housekeeping and inspections, and dispatch qualified maintenance vendors as needed, billed at cost to you. During inspections we restock consumables and handle simple upkeep like remote batteries and light bulbs, and we pay vendors directly, so you never coordinate anything during a guest stay.

Who takes care of my landscaping, pool, and similar services?

We are happy to schedule regular lawn or pool service, though most owners keep their trusted vendors, and we require that all owners have recurring services in place. Owners typically pay those contractors directly, along with utilities, internet, and television. We can set recurring services up for you, with bills sent directly to you.

Should I schedule any services myself?

Beyond lawn, hot tub, and pool service, we recommend a local licensed heating-and-air plan with regular servicing and filter replacement. We require regular pest control in southern markets and snow removal in winter areas, and we strongly recommend an annual garage door plan, gutter cleaning in heavy-leaf areas, and twice-yearly window washing. We can set these up for you, billed in your name. And every vacation rental homeowner should seriously consider a home warranty. Protect the asset that is working for you.

What about garbage collection?

ABOVE handles all trash removal from the property for a per-reservation fee (currently $75), so you return to your home with room for your own.