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 or cashier’s checks. Please contact us regarding these options.
Changing a reservation: You may reschedule your visit with us up to 30 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:
Single Cottage Reservations- To receive a full refund (minus a $65 cancellation fee), guests must cancel at least 30 days before check-in
Cancellations between 7 and 30 days before check-in, you pay 50% for all nights
Cancellations less than 7 days before check-in, you pay 100% for all nights
Guests can also receive a full refund if they cancel within 48 hours of booking (minus a $65 cancellation fee), if the cancellation occurs at least 14 days before check-in
Multi-Cottage or Rhododendron Retreat Reservations- To receive a full refund (minus a $65 cancellation fee), guests must cancel at least 45 days before check-in
Cancellations between 7 and 45 days before check-in, you pay 50% for all nights
Cancellations less than 7 days before check-in, you pay 100% for all nights
Guests can also receive a full refund if they cancel within 48 hours of booking (minus a $65 cancellation fee), if the cancellation occurs at least 14 days before check-in
We strongly encourage you to purchase trip cancellation insurance to eliminate any concerns. There are no refunds for early departures.
House Rules
To provide a quality experience, please read and agree to our House Rules before arrival.
Security Cameras & Noise Level Monitoring
PLEASE NOTE:
All main cottage entrance doors and the fire pit area have a Ring camera for security.
Decibel Monitor: There is a decibel monitor inside the property. This is not a camera and does not record audio. It detects excessive noise and indoor cigarette smoke.
Tampering with the camera or decibel monitor in any way is against house rules. You may be asked to leave and will forfeit a refund for the remaining days’ stay.
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 Eastern, Monday-Friday. at (984) 300-3770. After hours and on weekends, we periodically check messages.
We are here to ensure that you have a spectacular vacation while visiting Asheville. We aim to provide an exceptional vacation experience from our first communication and throughout your stay with us.
Phone: (984) 300-3770 Email: info@ashevilleluxurycottages.com
What are your current cleaning protocols?
Our cleaning team is committed to 5-star guest experiences. Please contact us if you have specific questions.
What is your Pet Policy?
We have a strict no pets policy with no exceptions. Violation: If evidence of pets is found, additional cleaning fees will apply
Do you have a Fire Pit?
Yes, there is a communal fire pit onsite. For the safety of our guests, neighbors, and our community, the following rules apply. To learn more, please visit our House Rules
Only adults may create or tend fires.
Use is dependent on wind and weather conditions.
Always observe BURN BANS OR BURN NOTICES. The property is heavily treed, and fires can spread quickly. Failure to follow fire regulations may involve law enforcement.**
Direct supervision is required when the fire pit is in use.
What is the smoking policy?
This is a smoke-free property, including all indoor and outdoor areas, porches, decks, the fire pit, and shared spaces. While there is ample distance between cottages to enjoy your privacy, the smell of smoke travels. Additionally, “burning” items disposed of incorrectly may present a fire hazard. As such, we have instituted a property wide smoke-free policy. This applies to cigarettes, pipes, vape devices, tobacco, cigars, marijuana, and any recreational drugs.
Violation: A $250 fine will be applied to your stay if our cleaning crew finds evidence of smoking.
Are there stairs onsite?
Depending on which cottage you book you will be required to climb stairs.
For all cottages, there are between 2-5 stairs to the main entry door.
Rosewood and Laurel- inside these cottages the unit is a single level.
Bent Creek and Blue Ridge- there is an interior staircase. Use of the staircase is required to reach all bedrooms and one bathroom.
How do I book my Asheville Luxury Cottages vacation?
For your convenience, we have an online 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 Eastern, Monday-Friday. at (984) 300-3770. After hours and on weekends, we check messages periodically.
What are the additional taxes and fees for the rental?
In addition to the rental charge, there are other charges involved:
— Cleaning fee: $135 for one-bedroom cottages; $165 for two-bedroom cottages; $600 for all 4 cottages together.
— Management fee: $25
— Processing fee: 3%
— Taxes: The current combined NC State and Buncombe County tax rate is 13%
Do you have a lost and found?
Our cleaning team usually begins cleaning within 1-2 hours after your departure. We cannot be held responsible for items left behind; however, if you notify us promptly, we will coordinate with the cleaning team to look for the items. If we need to return belongings by mail, guests will be responsible for the shipping cost plus a $40 handling and trip fee. Contact us at (984) 300-3770 or email directly to info@ashevilleluxurycottages.com
What if there is an emergency during our stay?
Emergencies: In cases of medical emergencies, physical jeopardy, or fire emergencies, please call 911 immediately.
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 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 (984) 300-3770. After hours and on weekends, we check messages periodically.
What do I need to do to check out?
Please wash any dishes used throughout your stay (you may place them in the dishwasher and start a cycle before you leave).
Consolidate garbage in the appropriate trash bins as per the provided property information.
Leave the towels and washcloths in the bathrooms and all linens on the bed. If linens become stained (for whatever reason- we understand accidents happen), please notify us so we can take steps to make the cleaning efficient for the team.
Ensure the hot tub is covered.
Make one last check for belongings (especially chargers) and ensure all windows and doors are closed and locked.
What if we need to check in "after hours"?
24 hours before your stay, you will be provided with a unique door code, 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 10:00 AM.
We must adhere to these times for our cleaning team to prepare the lodging for our next guests. We offer special “early check-in” and “late checkout” options if scheduling permits. Please contact us to learn more.
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, flatware, plates/glasses, and drip coffee makers.
“Welcome supply” of assorted teas, coffee, and creamer.
All homes have a full complement of bed linens, blankets, bed pillows, kitchen and bath towels, hot tub towels, dish soap, and detergent.
An initial supply of courtesy items (toilet paper, paper towels, soap) is provided. Guests are responsible for replenishing these items as needed during their stay.
Also included- a small selection of storage containers or plastic baggies, aluminum foil, and plastic wrap.
While there are a couple of additional blankets or throws onsite, we recommend bringing “cozy items” such as throws or pillows for personal use.
For more information on the amenities we provide, visit:
What is the occupancy policy?
Please do not bring more occupants than you have paid for. Occupancy violations may result in immediate eviction of all guests without refund.
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.