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OUR LOCATION

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MAP

Our office location

CONTACT

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FAQ

Answers to common questions

OUR LOCATION

149 South Lexington Avenue
Asheville, NC 28801

Monday to Friday: 9am - 8pm
Saturday & Sunday: 9am - 5pm

GET IN TOUCH

We are available to answer any and all of your questions, and provide an abundance of information to all of our guests.

Give Us a Call

(828) 231-9100

Send Us an Email

info@avlvr.com

Send Us a Postcard

149 South Lexington Avenue Asheville, NC 28801

Ready to book your vacation with AVLVR?

FAQs, DAMAGE & TRAVEL INSURANCE

DO YOU HAVE A MINIMUM STAY?
All of our properties have at least a two-night minimum, some have 3 night minimum. For any holiday or special local events it can range from 3 to 7 nights. Most of our clients extend discounted rates for weekly and monthly rentals. 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: Varies by the size and characteristic of each home, and are notes in each individual listing.
  • 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 $55 or $69 fee, depending on the property, 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, (828) 231-9100, or email us, info@avlvr.com, 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.
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 $3,000 of “unintentional” damage. This is a one time flat fee of $55 or $69, and is non-taxable and non-refundable. 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.
WHAT IS THE RENTAL DAMAGE INSURANCE PLAN?
It’s a plan that provides coverage for accidental damages to your vacation rental property during your stay, in place of a security deposit.
WHY PURCHASE A PLAN?
  • You will no longer have to worry about putting up a security deposit or how much will be returned when you get home.
  • Return home with vacation memories, not repair costs. The cost and repair of covered accidental damage will be handled between the rental property and the insurance company.
WHAT DOES THE PLAN COVER?
  • Rental Damage Insurance covers up to $1,500 or $3,000, of unintentional damage to your vacation rental property during your stay. Items such as carpet spills, furniture tears, broken lamps and more.
  • Rental Damage Insurance provides coverage for damage caused by pets when staying in a pet friendly home!
WHAT IS NOT COVERED?
  • Intentional property damage.
  • Pet damage in non-pet friendly vacation homes.
HOW DO I INCLUDE A RENTAL DAMAGE PLAN?
$1,500 or $3000 in Rental Damage Insurance is mandatory when booking with AVL Property Management. The $55/$69 flat fee, depending on the property, is included in the detailed quote provided, as well as on the rental agreement. This fee is non-refundable.
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 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, as 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 Check Out:
Requests for early check-in or late checkout will be considered on a case-by-case basis. Please contact our office no more than 48 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 $40 plus tax and processing fee, and is non-negotiable.
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.
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: 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?
Due to common allergy problems our clients have chosen to keep their homes “Pet Free”. 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 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?
No – You have paid for cleaning. We simply ask you make sure that you have followed the protocols provided to you around “check-out”, including but possibly not limited to, making sure the dishwasher has been started 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, or fire, dial 911. The address of each property has been provided on the bottom of the documents in each home. Most homes do NOT have a land line so you will 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. We are available for our guests 24 hours a day, but request guests employ common sense by using the service number provided for after hours issues which require immediate attention.
DO YOU HAVE A LOST AND FOUND?
Guest items are returned at guest request and expense; $25 service fee and shipping. We cannot be held responsible for items left behind. Unclaimed items will be donated to charities after thirty (30) days.
WHAT IF I HAVE ADDITIONAL QUESTIONS?
PLEASE feel free to call, (828) 231-9100, or email, info@avlvr.com, 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.