Common Questions about Vacation Rental Homes

How do I book a home?
Any person age 25 or over may book a vacation cabin rental from us. An initial payment, which is a percentage of the total reservation fee payment. is required in advance on a valid credit card. Full payment is due 30 days prior to your arrival date.
Last-minute bookings may also be available. In this case the full rent will be due at the time of booking. The refund policies are the same as for regular bookings.You can either make a booking directly on this website by using the "check availability box" to the left. Or you can call our office at 828-526-9999 and a receptionist will be glad to help you.

Is booking online secure?
We implement a variety of security measures to maintain the safety of your personal information when you place an order. We offer the use of a secure server. All supplied sensitive/credit information is transmitted via Secure Socket Layer (SSL) technology and then encrypted into our payment gateway providers database. It will only be accessible by those authorized with special rights to such systems. They are required to keep the information confidential. After a transaction, your private information (credit cards, social security numbers, financials, etc.) will not be stored on our servers.

How do you determine your rates?
Each of our Highlands rentals offers a nightly rate. Our rates are set up on dynamic pricing. You can review the rate by selecting your dates and generating a quote. Rates very based on size, location, views, décor, seasonal attractions, amenities and number of guests that the vacation cabin rental allows.
Specials and promotional rates should be requested at the time of booking; however, no adjustments can be made once final payment is made.

Do You Offer Discounts or Specials?
We offer a variety of standard discounts as well as seasonal and limited-time specials. Visit our Specials & Discounts page for the latest deals on cabin rentals. Specials, promotions, or discounts must be requested at the time of booking and will not be applied after the reservation is confirmed or paid in full.

What is a Damage Protection Fee?
Each reservation is charged a non-refundable fee of $89.00 for a Damage Protection Waiver. This waiver is designed to protect you from charges due to accidental damage only. The DPF can provide up to $3000.00 to repair accidental damages (beyond normal wear and tear). If any damages surpass $3000.00, additional charges will be applied to the credit card on file and written documentation will be sent to the Guest(s) of record. If damages are determined to be caused by the willful misconduct, misuse, or pets; the Damage Protection Waiver will be voided on the grounds of intentional act(s), gross negligence, willful and wanton conduct by Guest(s) or Licensee of Guest(s), or visitor. These occurrences will result in the Guest(s) credit card on file being charged in full for any damages and management fees. The waiver does not cover any additional management fees or fines. ALL ACCIDENTAL DAMAGE MUST BE REPORTED TO THE HVR OFFICE BEFORE GUEST DEPARTURE TO QUALIFY FOR PROTECTION.

A guest may pay a refundable $2500 deposit in addition to cost of rental in lieu of DPF. This money will be held until a post departure inspection can be completed. If there are no charges against this deposit the $2500 deposit will be refunded.

How and when do I pay for my reservation?
Once a rental agreement has been signed, you may either mail a check to our mailing address or pay for your reservation by Credit Card. Reservations must be paid in full 30 days prior to check-in. We accept Visa, Mastercard, American Express, Discover Card, and debit cards. All checks must be processed and accepted by our bank at least 15 days prior to check-in. Please reference the reservation Transaction ID in the memo section of your check when submitting payment.

Our system automatically charges the final balance within 30 days of check-in to the credit card on file that was used to make your reservation or if you paid by check, a reminder will be sent to you approx 45 days before your arrival to mail your remaining balance. If the balance is not paid 30 days prior to check-in, your reservation may be canceled and payments forfeited. To make a payment by phone, call 828.526.9999.
Submitting a reservation online or over the phone indicates that the guest agrees to the policies, rules, and safety guidelines outlined in this FAQ. Upon submission, the guest authorizes “Nantahala Concierge Services, LLC DBA Highlands Vacation Rentals & Buyers Agency” to bill charges relating to the rental and use of the property.

When will I receive my reservation confirmation?
You should receive a reservation confirmation email from our system within an hour of making a reservation. Carefully review the confirmation email to verify your information including travel dates, rates, mailing address, contact phone number, contact email, or any special requests. Please report any errors within 24 hours of receiving your confirmation email.

When do I sign the Vacation Rental Agreement ?
Shortly after you make your reservation, you will receive a confirmation email with a link to sign the GRA online. You can sign ths document electronically by clicking to initial and sign directly on the electronic document.

Can I make changes to my reservation?
With our 48-Hour Assurance policy, you can make changes to your reservation for free up to 48 hours after booking. In addition, if you decide to cancel within 48 hours of making a reservation and no payment has been processed, then no charges will be applied.

What is your cancellation policy?
You may cancel your reservation up to 48 hours after securing your reservation and, if your payment has already been processed, you will receive a full refund minus the cancellation fee. All cancellations must be confirmed in writing and are not complete until you receive a confirmation email from our team. Any cancellations after 48 hours of securing your reservation will be refunded ONLY IF the property is rerented under the same terms and conditions as your reservation. To avoid any loss of your paid reservation, trip insurance is suggested.

What is your refund policy?
Refunds will be processed to the credit card on file that was used to make your reservation payment. Cash refunds are not available. Refunds or rate adjustments are not issued for inconveniences, failure of appliances and equipment, late arrivals/early departures, construction noise, acts of nature, inclement weather, or circumstances beyond our control. Any credit issued will be for the original amount collected.

Can I bring my pet with me?
We offer several homes, some of which allow pets and some do not. You can either look at our properties online by clicking on the "vacation rentals" tab above and see if the home you are looking at allows pets. Or you can call our office at 828-526-9999 and a receptionist would love to help find a home that is just right for you and your pet.

Pet friendly properties require a pet fee. Should any damage be done by the pet during your stay, it will result in additional fees for the time and repair charges. We do prefer that all pets are crated if left in the cabin while you are out visiting the Highlands area. We ask that you limit the amount of time that your pet is left unattended. Accidental pet damage is not covered by the Damage Protection Fee.

Where and when should I check in?
Keys, directions and arrival package may be picked up at our office located on 419 N 4th Street.
Check-In time begins at 4PM, given the property is ready at that time. | Check-out time is 10 AM.

Early arrival and late departure may be requested at the time of booking or before arrival. This option is based on availability and may require additional rental payment. Complementary early arrivals or late departures cannot be guaranteed due to cleaning time between reservations. This option must be verified with our office ahead of time.

What are the benefits of a vacation home rental?
Our vacation homes are stocked in such a way that you always feel like you are coming "home" to your "vacation home" rather than returning to a small hotel room. Our homes have full kitchens, with some homes having game rooms, hot tubs and BBQ grills. You will be able to enjoy a full service home while you are on vacation rather than a small, cramped hotel room.

What if I booked through another online service?
Some of our properties are available to be booked through online services like VRBO or AirBnB. AirBnB is pre-integrated with our system, but VRBO is different. If your requested dates are accepted through VRBO, your payments will be processed through there as well. You will still receive a rental agreement from our reservation system that you can digitally sign. Also note that damage insurance is already part of the VRBO quote and does not need to be purchased separately. If you wish to purchase trip/travel insurance, you may contact our office after acceptance and we can quote that and place it in our system as well.
** When you receive the reservation information from our rental system, it will show that no payment has been made. This will be the case until VRBO forwards the monies to our escrow account. Please refer to VRBO's information regarding payments due. Also, the differences in total from our system's amount to VRBO's amount is the service fee that VRBO collects that we do not reflect.**