Frequently Asked Questions
PLEASE feel free to call or email us 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, and continues all the way thru your stay with us.
Phone: (888) 699-2987
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.
If you are having a medical emergency, dial 911 from your cell phone, or from the phone in your rental home, if one provided. There is also a list of local emergency numbers in the Yonder notebook at each house in case you should need them. Mission hospital, the largest hospital in the region, is in Asheville, which is no more than 25 minutes away from wherever you are staying.
For non-medical emergencies, or “house emergencies”, such as broken water pipes, leaking roof, power failure, or the like, call our on-call “Emergency” number at (828) 785-3029. Please note that this should ONLY be used for true emergencies.
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. Just call our office at (828) 552-1984, which will forward to the cell phone of the person on call. Please do not hesitate to call us if something needs immediate attention, but if your question or concern can wait, we ask that you call the office during normal office hours.
As you will have paid a cleaning fee, you are not expected to “clean” the house before you leave. We simply ask that you make sure that you have followed the protocols provided to you around “check-out”, including but possibly not limited to, making sure all of the trash is taken care of, that the dishwasher has been run and emptied, and that you have cleared the house of your personal possessions. Should you need them during your stay, basic cleaning supplies (mop, broom, vacuum, cleaning spray, etc.) will be at the home. All homes have a clothes washer and dryer for your use while staying.
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.
You are free to arrive at your home 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 lockbox which you will have the unique code to access.
Additionally, you are provided with a garage keypad access code to gain access thru the garage. This access code is also used for your checkout and departure, and is unique for your stay.
All of our homes have lock-boxes where keys are provided for your arrival. Codes are adjusted for every unique guest, and you are provided with your unique code when check-in instructions are sent to you.
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.
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 $150 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.
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.
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.
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 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.
For the protection of our renters, we recommend they consider trip insurance. This will insure your trip in many cases should you need to cancel your reservation. Please note that this is not cancellation insurance, but the purchase of trip insurance can help you to recover the cost of your trip in those cases that are covered by travel protection. Trip insurance covers the cost of your rental if your trip is interrupted or cancelled due to documented medical illness, death in the family, natural disaster, and for several other reasons. Please see our cancellation policy above for more specifics. We do have 3rd party insurance carriers that are recommended by VRBO & HomeAway, which we are happy to share with you.
All cancellations by guest must be made in writing/e-mail to email@example.com. Guest is entitled to and shall receive a full refund, minus Admin. Fee, provided the property is re-rented for the same terms, rate and dates. If we do not re-rent the property the full rent will be forfieted. A $350 administrative fee is due to process the cancellation if re-rented. Yonder will make a diligent effort to re-rent the property.
You can pay for your rental with cashiers check, personal check, or with any one of the four major credit cards. We use PayPal as our conduit for all credit card transactions due to the high level of security they provide for us and our customers.
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.
We do not use “on-line” booking programs, as we prefer to introduce the human element into our relationship. You can call or email us directly 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 Yonder.
In addition to the rental charge, there are 4 other parts to the rental contract:
– Cleaning fee
– Processing Fee
– Security Deposit
The cleaning fees vary by the size of the property and are spelled out for each in their individual description. The local tax rate is 11%, and that is coupled with a 2.95% processing fee. There is a $1,000 (fully refundable) security deposit for each home. The Security Deposit is not charged up front, but rather held with the credit card on file, and released once the home has been inspected and no damages or other issues have been discovered or incurred.
Note: County Occupancy tax of 4% may be applicable, and is included in the 11% listed under the tax rate.
All of our properties have at least a two-night minimum stay. For any holiday or special events, (such as Bele Chere), we have a 3-night minimum. We offer discounted rates for weekly and monthly rentals for each of our luxury homes.