FAQ

ABOUT ABOVE

What is the difference between ABOVE and other vacation companies?

At ABOVE, we provide one-of-a-kind vacation residences with the experience and personalization of a fine hotel — because the vacation rental industry, left to itself, delivers a very inconsistent experience.

·       Most of our properties are the actual residences of our homeowners — their primary homes — loaded with amenities and personal touches you will not find in a typical rental.

·       Every property offers first-rate furnishings, professionally cleaned and appointed by ABOVE before your arrival. These homes are meant to impress, because their owners live in them.

·       Our booking calendars are accurate, payment is easy and secure, and our cancellation policy is always clear — nothing is hidden.

·       You are supported by a real House Manager, not a prefab app. We have a Guest Portal for quick answers, but nothing beats a professional person taking care of any question that arises.

·       No impersonal key codes here. At every ABOVE property you are met personally by your House Manager — whether you check in at 4 p.m. or 4 a.m.

·       Need anything at all during your stay? Your House Manager is on call for you around the clock.

What is the ABOVE Pledge of Reciprocal Hospitality?

It is a commitment from ABOVE to you, our Guest — and from you, our Guest, to ABOVE and our Home Owner. You will find the full Pledge 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 let guests research and book rentals anywhere in the world — but once the booking is made, the guest is on their own with whichever owner or manager happens to answer. The result is the inconsistency the industry is famous for. ABOVE uses our own local teams, decades of hospitality expertise, and technology to make every stay an amazing one, every time — while our homeowners live their lives without interruption and earn additional income from our quality of service.

How do I know homes are legitimate vacation rentals?

Every property in the ABOVE portfolio has been fully vetted. Each homeowner applied for inclusion and was individually verified by our selection team. We recommend always booking with a major credit card, no matter where you book — and you are welcome to read what our guests say on each listing.

What will I sign when I book?

Every reservation comes with a short Booking Agreement — your stay’s details, price, deposit, and cancellation terms on a few pages — which 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). You can 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.

GUEST FAQS

Is the price of each rental accurate?

Yes — just make sure to enter your correct dates and number of guests, and the price will always be accurate. If an error occurs, you will be prompted to call our pricing team for a personal quote. Please note that pricing is subject to change until you book: to secure the rate you see online, book the home and place the 50% deposit to hold the property.

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

Every member of your party signs a short waiver, and all waivers must be signed before your stay begins and before your security deposit refund is processed. This protects our guests, our homeowners, and ABOVE alike.

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. 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?

Your House Manager is there to make sure your stay exceeds expectations — on-the-spot concierge service, a quick tidy of the kitchen, trash taken out — and to protect the home and neighborhood by ensuring house rules are followed.

May we have an event or party at the property?

That depends on the home and local rules. 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 must depart by 10:00 p.m. Reach out to our reservations or concierge team with your event questions.

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

The homeowner has authorized you and the people on your guest list to be the only people on the property. Additional people create additional risk for you, for them, and for the homeowner. Let ABOVE know at least 72 hours in advance if you plan to invite anyone, so we can secure the owner’s permission.

Why are no kegs or glass beverage containers permitted outdoors?

Broken glass can injure guests and force a pool to be drained for repair — a cost absorbed by the guest. Kegged beer dispenses a volume of alcohol we are not comfortable with; your safety comes first.

Are pets permitted at the home?

That decision belongs to each homeowner. Any pet must be pre-approved, and a non-refundable pet fee of up to $500 applies. Your Guest Services Manager can assist with 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 homeowner associations and cities set this limit, and ABOVE enforces it. If you need additional parking, your Guest Services Manager can help; vehicles beyond the limit must be removed immediately and may be towed at the owner’s expense.

Can we heat the pool?

Most, but not all, pools can be heated. The fee is $300 for three nights May through September and $500 for three nights October through April. We strive to heat pools to 85 degrees; when temperatures are forecast to drop below 45 degrees, we cannot guarantee the pool will hold that temperature — so work with our concierge on the forecast before deciding. Pools and spas cannot be heated at the same time.

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

Fire risk, guest safety, and cleaning difficulty — and many months fall under open-flame bans, when dry conditions can spark brush fires. Gas grills may be used with care and a fire extinguisher nearby; ask your House Manager whether our team can light indoor or outdoor fireplaces where conditions permit.

May we smoke at the house?

No smoking or vaping of any kind is permitted inside or outside the home — cigars, cigarettes, vapes, hookah, and any illegal drug smoking included. Evidence of smoking results in a $750 cleaning fee or the actual cost of remediation, whichever is greater. 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 results in 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 all resulting costs — documented, itemized, and charged against your security deposit or the card on file. We care 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 prefer you stay with another company.

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

Yes — any vendor you bring to the property must be cleared with your Guest Services Manager at least 72 hours before check-in and must provide a certificate of insurance showing at least $1,000,000 in liability coverage before services are rendered. All deliveries must arrive after your check-in time; ABOVE does not accept deliveries, but if you would like to ship boxes early, we can provide our office address and deliver them to the house.

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

The maps on our listings are accurate, and we are happy to send you the home’s full address close to your arrival date — just get in touch.

What does ABOVE’s housekeeping fee cover?

The housekeeping fee 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 properties average well over 5,500 square feet, and the departure clean is included in the housekeeping fee.

What if I leave something behind?

Let us know and we will gladly ship it to you at cost. Items left behind may be donated or disposed of after 14 days. 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?

If your arrival is more than 45 days away, 50% of the total holds the home, and the remaining balance plus the refundable security deposit is due 45 days before check-in. If your arrival is 45 days or fewer away, 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?

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 are able to re-book any of your cancelled nights, your cancellation fee is reduced by what we recover. Your security deposit is always refunded on cancellation. If you booked through a third-party site, the cancellation policy shown at the time of booking applies to that booking. We strongly recommend travel insurance.

What is trip insurance and should I buy it?

We highly recommend trip insurance — it covers expenses such as missed flights, illness, lost baggage, job loss, weather, and travel delays for a very low price. Life throws inconvenient curveballs. You may purchase travel insurance through ABOVE or from many other providers; just be sure to purchase it before you check in.

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

The Refundable Security Deposit protects the home from damage 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 to the property. 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 HOAs for noise, trash, or parking; or amounts above the purchased coverage. If you 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.

Do you have any house rules or policies?

All guests sign a Booking Agreement and waiver to finalize the reservation, containing the policies for each home. Here is a sample of the policies that keep people and property safe — the rest are 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 Vacation Residences is a full-service luxury vacation residence company for premier vacation homes and primary residences in select destinations. As a leading vacation rental hospitality brand, ABOVE gives guests the consistency and quality of a fine hotel while optimizing the marketing, care, and return on investment of each home. 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 the promise of exclusivity blended with attentive service, ABOVE represents only the most exceptional homes and estates — an approach found today only in the management of the world’s pinnacle hotels.

How are we different?

Many competitors tout technology as the path to success. We love and deploy technology — but only as a tool. We rely on our associates, who visit each home daily during stays to provide services, safeguard your property, and ensure every rental rule is 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. As one homeowner put it: “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 — which gives our guests the quality, confidence, and comfort they require.

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 by our guests. “Living Local” by ABOVE is a collection of apartments, condos, and properties for traveling professionals, couples, and small families — typically studio to three-bedroom, conveniently located near city centers — affordable luxury designed to deliver the true flavor of the destination.

Why ABOVE?

Formed by luxury hospitality veterans and guided by the values of a 5-Diamond hotel company, ABOVE provides guests and homeowners an uncommonly high level of consistency through standardized amenities, concierge and travel services, experienced hospitality management, event planning, and true attention to detail. Homeowners get five-star-caliber care of their property plus the benefits of discounted global travel; guests get a level of luxury service the vacation rental industry simply doesn’t offer. Only ABOVE puts you at the center of the mission — whether you are a homeowner or a guest.

GETTING STARTED WITH ABOVE

What does ABOVE do for homeowners?

ABOVE is a full-service company: we take care of everything a vacation residence business requires, and we can coordinate full care of your home — repairs, HVAC, landscaping, pool service, extermination, and light remodeling — so you simply relax and let three decades of hospitality wisdom unfold. When you partner with us, you are assigned your own Homeowner Relationship Manager, who handles everything from photo shoots and your property listing to marketing and coordinating every stay. Because most of our homes are owner-occupied, we take care of truly everything — including you. When your home is rented, your Homeowner Relationship Manager can help arrange a nearby hotel or a discounted getaway through our in-house travel team, and 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 50+ such sites to market your home to a wide range of qualified travelers.

What kind of contract does ABOVE offer?

When you partner with ABOVE, 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 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 isn’t right for you — plus defined exit rights if you sell or list your home or local law changes. We will gladly send you the full Terms and a sample Participation Agreement to review before you apply. Nothing is hidden.

How easy is it to get started with ABOVE?

Extremely. After you meet with one of our executives, the evaluation begins — and honestly, only about 30% of homes are accepted into the ABOVE portfolio. Once your home passes our 250-point proprietary inspection and the Standards Selection Board approves it, 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. As a unique hybrid leader in the space, 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. Whether you need a new rental permit or want to upgrade your living room furniture, we are happy to offer suggestions and assistance to get the most out of your home.

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.

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

We require 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 rates, ABOVE handles booking decisions and pricing so guests get instant, reliable confirmation, and confirmed reservations are honored. 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, ABOVE accepts only about 30% of applicants. While we work primarily with luxury properties, our “Authentic” and “Living Local” brands include homes that don’t 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.

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

Yes — your Homeowner Relationship 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 typical consumables such as light bulbs and batteries. We will work with you to get everything in place — and 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. 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 50+ booking channels with synchronized rates, availability, and secure payment processing — so every site shows accurate information at all times and guests can book with confidence.

How do you advertise my vacation rental?

We do NOT list your home everywhere — we place it where luxury travelers are looking, and 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 50+ channels, including Vrbo, Airbnb, Booking.com, Expedia, and leading luxury and specialty networks, with your calendar and rates synced across every one so each site shows correct information at all times.

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.

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.

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. 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 pioneered 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 based on your input, the home’s characteristics (size, amenities, location, recent remodels), comparable homes in the area, and guidance from our local General Manager — and you always have the option to set a floor rate we will honor. Most owners then join our dynamic pricing program, where we monitor your home’s conversion and market demand and adjust: if your home books faster than comparables, we may raise the nightly rate; last-minute openings may get targeted discounts; soft periods get lowered rates that rise again as occupancy fills in. It is an ongoing process, and it is always a top priority.

What kind of reporting will ABOVE provide?

You receive a monthly statement detailing your rental revenue, the taxes we collected and pay on your behalf, and any charges you incurred during the month — for example, a clean before your own stay or a new TV installation. Your Homeowner Relationship Manager will happily walk you through it.

When do I get paid for reservations?

Owners are paid monthly — expect your owner statement and an ACH 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. 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 touch our guests. We supply a kit for each stay (toilet paper, paper towels, soap, shampoo and conditioner, dish soap), handle it all through our centralized ordering system for quality and consistency, and bill accordingly.

What about regular maintenance?

ABOVE provides guest services and property care, but we are not a maintenance company — our associates are 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 perform 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 preferred vendors — and we require that all owners have recurring services in place. Owners typically pay those contractors directly, along with utilities, internet, and TV. 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, ABOVE recommends a local licensed HVAC 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.

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.