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Highlands Vacation Rentals Logo

Common Questions about Highlands Vacation Rental Homes

Frequently Asked Questions2024-05-20T17:36:06-04:00

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 45 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 or you can call our office at 828-526-9999 and a reservationist 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 seasonal 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 a payment is made. For most properties, a longer stay discount is already factored in to quotes over 7 nights and again at 30 nights.

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?

Each reservation has damage protection built into the quoted rate. This protection covers a guest for accidents (not intentional or willful) damage to the property for $5000/item and a total of $25,000 ALL ACCIDENTAL DAMAGE MUST BE REPORTED TO THE HVR OFFICE BEFORE GUEST DEPARTURE TO QUALIFY FOR PROTECTION.

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. Another option is e-check through the guest portal ( if you opt-in for e-check please speak with a reservationist about sending your guest portal link to pay this way). Reservations must be paid in full 45 days prior to check-in. We accept Visa, Mastercard, American Express, Discover Card, debit cards, and e-checks. All mail in 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 45 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 50 days before your arrival to mail your remaining balance. If the balance is not paid 45 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 signing your reservation agreement and first payment is made. Carefully review the reservation agreement 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 reservation agreement email.

When do I sign the Vacation Rental Agreement ?

Shortly after you make your reservation, you will receive an email with a link to sign the guest reservation agreement online. You can sign this document electronically by clicking to initial and sign directly on the electronic document. If guest reservation agreement has not been signed within 48 hrs, your reservation might be cancelled and dates reopened on the calendar.

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. After 48 hours, a reservation change fee of $25 will be added to the cost of your reservation. This change fee is non-refundable should you later cancel your reservation.

What is your cancellation policy?

You may cancel your reservation within 48 hours after booking your reservation, however, if your payment has already been processed, you are subject to one of the cancellation policies below. All cancellations must be confirmed in writing and are not complete until you receive a confirmation email from our team.

Effective for bookings confirmed before April 1, 2024:

Policy A –

For reservations that are 21 days or less. A reservation cancelled ( by email receipt) between 0 – 45 days prior to arrival is not eligible for a refund unless property is re-rented.

If reservation is cancelled (by email receipt) more than 45 days prior to arrival guest are eligible for a refund.

Policy B – For reservations that are more than 21 days. For any reservations that are more than 21 days, No refund will be given unless the property is re-rented.

ALL REFUNDS are subject to a cancellation fee of 10% of the total cost of the reservation AND the cost of any trip insurance or CC convenience fees if applicable..

Policy for Inn at Mill Creek Suites –

More than 60 days to arrival – 100% w/ $20 cancellation charge

Between 45 – 60 days to arrival 75% w/ $20 cancellation charge

Between 30 – 45 days to arrival 50% w/ $40 cancellation charge

Less than 30 days to arrival. No refund unless rerented. Refund would be based on $40 cancelation charge + any nights rerented

You may purchase Travel insurance to cover your trip for cancellations. Contact Highlands Vacation Rentals for details. All Cancellations must be made in writing: letter, email. If you, the guest, have had to cancel your reservation, you agree to abide by the cancellation policy conditions. In the event you have made rental payments with a credit card, you agree to this policy and will NOT initiate a chargeback to your credit card.

What is your refund policy?

Refunds will be processed to the credit card or echeck information 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 non refundable pet fee. Should any damage be done by the pet during your stay, it could result in additional fees for the time and repair charges. We do prefer that all pets are crated if left in a rental while you are out visiting the Highlands area. We ask that you limit the amount of time that your pet is left unattended.

Where and when should I check in?

Check in instructions are send via the guest portal. This will let you know if you will pick up a key from our office or if your property has a coded door lock.
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?

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