Frequently Asked Questions

WHAT IF I HAVE ADDITIONAL QUESTIONS?

PLEASE feel free to call or email us at any time.  Our office hours are from 7AM – 7PM, Mon-Sun.
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: (888) 699-2987

Email: info@yondervacationrentals.com

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 $35 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, or from the phone in your rental home, if one is provided. There is also a list of local emergency numbers in the Guest Portal and 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 Yonder, we have someone on call 24 hours a day. For non-medical emergencies, or “house emergencies”, such as broken water pipes, leaking roof, power failure, or the like, call the “Emergency” number listed in your Welcome Book and Guest Portal.

If you need to reach us for any non-emergencies, our Guest Experience Team is available to assist you from 7am to 7pm every day of the week at (888) 699-2987.

ARE WE EXPECTED TO CLEAN THE HOUSE BEFORE WE LEAVE?

As you will have paid a cleaning fee, you are not expected to “clean” the house before you leave. Should you need them during your stay, basic cleaning supplies (mop, broom, vacuum, cleaning spray, etc.) will be at the home.

When you check out, all that we ask is that you please consolidate garbage & recycling in the appropriate trash bins. 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.

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, make sure all windows & doors are closed & locked and any keys are placed back where they were found.  
WHAT IF WE NEED TO CHECK-IN “AFTER HOURS”?

Prior to the day of arrival, you will be provided with a unique code for your stay, which will afford you access to the home via keyless entry or lock box.  With this system in place, you are free to arrive at your home anytime after the appointed 4:00 PM check-in time.

WHERE DO WE CHECK-IN/PICK UP KEYS?

Prior to the day of arrival, you will be provided with a unique code for your stay, which will afford you access to the home via keyless entry or lock box.  With this system, you do not need to make any additional stops to check in or pick up a key.  Simply go straight to the home and enjoy!

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, 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 for a fee as well.  Information around these can be supplied upon request.

ARE YOUR HOUSES PET FRIENDLY?

Some of our owners have chosen to allow pets in their homes. These houses will be specified as “pet friendly” on the house detail page. Pets are allowed in these houses only. Unfortunately, due to common allergy problems we cannot allow cats in any of our vacation rental homes. For the privilege of bringing your dog, there is a $200 non-refundable fee per pet. 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 be respectful of those owners who, because of allergies or other personal reasons, have chosen not to allow any pets. Bringing a pet to a house that is not pet friendly, without owner consent or permission from Yonder, is grounds for termination of the rental agreement without refund, and/or forfeiture of your entire security deposit.

WHAT DO I NEED TO BRING FOR THE RENTAL?

All the Yonder 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.

In regard to additional things to bring; you should plan to bring any extra pillows, sleeping bags & such for any guests not sleeping in beds.  You can bring favorite DVD’s to watch, iPods to plug in to listen to music, and cooking supplies that you may need to create your own culinary memories.

WHEN CAN I EXPECT TO GET MY SECURITY DEPOSIT BACK?

This is a redundant FAQ, since we do not charge the Security Deposit up front, but it is still a question we get on occasion.  There are NO charges applied to your credit card for the $1,000 Security Deposit, we simply hold the card on file in case of accidental damages or such during your stay.  Following your stay, the home is inspected, and if there are no issues or damages incurred, then the card is released and no charges ever applied.

WHAT IS THE SECURITY DEPOSIT CHARGE?

What we call a “Security Deposit” is in essence a damage deposit that ensures that our homes are left in the condition in which renters find them. The $1,000 security deposit is not charged up front, and released from “hold” when the home is found to be in satisfactory condition following inspection after your checkout.

WHAT IS TRAVEL INSURANCE?

For the protection of our renters, we strongly recommend you consider the purchase of travel insurance. This will protect you against the financial consequences of unforeseen events such as illness, injury or loss of job that can affect your vacation plans. The purchase of travel insurance can help you recover the cost of your trip, should interruption or cancellation be necessary due to a covered reason. For more specifics on our cancellation policy or travel insurance, please refer to our cancellation policy or visit Red Sky Travel Insurance. (link to www.trippreserver.com)

WHAT IS YOUR PAYMENT/CANCELLATION POLICY?

Yonder Payment Policy

Payment of fifty percent (50%) of the total rental fee is due at the time of booking the reservation. The remainder/balance of the rental fee is due sixty (60) days prior to date of reservation. Please make payments in the form of traveler’s checks, bank money orders, cashiers checks or personal checks payable to Yonder. If you prefer to use a credit card, we accept the four major cards. The security deposit is again, NOT charged prior to your arrival date, and notification of any issues & subsequent charges will be sent within ten (10) days of checkout.

Yonder Cancellation Policy

Our cancellation policy works in three phases:
Phase 1: Cancellations that are made more than ninety-one (91) days prior to the arrival date will be eligible for a full refund, less the processing fee, a $350.00 service charge and the Travel Insurance Premium (if purchased).
Phase 2: Cancellations or changes that result in a shortened stay, that are made within ninety (90) to sixty-one (61) days of the arrival date, forfeit the initial 50% payment.
Phase 3: Cancellations or changes that result in a shortened stay, made within sixty (60) days of the arrival date will forfeit all payments, except cleaning fees and applicable taxes. Early departure does not warrant a refund of rent*.
*Email constitutes effective written notice and is governed by the timestamp of email receipt.
WHAT ARE MY PAYMENT OPTIONS?

You can pay for your rental with cashiers check, personal check, or with any one of the four major credit cards.

DO I HAVE TO PUT DOWN A DEPOSIT TO RESERVE A HOME?

We require 50% of rental fees, processing & taxes 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.

HOW DO I BOOK MY YONDER VACATION?

For your convenience, we do have an on-line booking feature. We also recognize that your vacation is personal and 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 also available to provide an abundance of information to all of our guests once they book with Yonder. We are available from 7AM to 7PM every day of the year!

WHAT ARE ADDITIONAL TAXES AND FEES FOR THE RENTAL?
In addition to the rental charge, there are 4 other parts to the rental contract:
– Cleaning fee
– Processing Fee
– Taxes
– Security Deposit
The cleaning fees vary by the size of the property and are spelled out for each in their individual description. The local sales and occupancy tax rates range from 6.75% to 13% depending on the county, and that is coupled with a 4% processing fee.
DO YOU HAVE A MINIMUM STAY?

All of our properties have at least a two-night minimum stay. Other nightly minimums depend on the home and dates of stay.  Please check the individual listings for specifics.