Question 1

What is the difference between ABOVE and other vacation companies?

Accepted Answer

At ABOVE, we provide one-of-a-kind vacation residences with the experience and personalization of a fine hotel — because the vacation rental industry, left to itself, delivers a very inconsistent experience.

·       Most of our properties are the actual residences of our homeowners — their primary homes — loaded with amenities and personal touches you will not find in a typical rental.

·       Every property offers first-rate furnishings, professionally cleaned and appointed by ABOVE before your arrival. These homes are meant to impress, because their owners live in them.

·       Our booking calendars are accurate, payment is easy and secure, and our cancellation policy is always clear — nothing is hidden.

·       You are supported by a real House Manager, not a prefab app. We have a Guest Portal for quick answers, but nothing beats a professional person taking care of any question that arises.

·       No impersonal key codes here. At every ABOVE property you are met personally by your House Manager — whether you check in at 4 p.m. or 4 a.m.

·       Need anything at all during your stay? Your House Manager is on call for you around the clock.

Question 2

What is the ABOVE Pledge of Reciprocal Hospitality?

Accepted Answer

It is a commitment from ABOVE to you, our Guest — and from you, our Guest, to ABOVE and our Home Owner. You will find the full Pledge at the front of every Booking Agreement, and it reads exactly as follows:

**THE ASSOCIATES OF ABOVE AND GUEST'S PLEDGE OF RECIPROCAL HOSPITALITY**

_Before you entrust ABOVE with your stay, and ABOVE entrusts you with one of our homes, we together agree to the following pledge._

**We, the Associates of ABOVE, pledge to you, our Guest:**

·       To treat you, our Guest, with dignity and respect, and to serve you with the warmth of hospitality.

·       To provide a dedicated ABOVE Associate throughout your stay to make it an exceptional one.

·       To greet you personally and professionally at the home on arrival day, and to answer all of your questions about the home and the destination.

·       To provide a clean and fresh home with personalized concierge services, so you can experience the destination to the fullest.

·       To understand and uphold all terms and conditions of the home owner and local authorities, so your stay is not negatively interrupted.

·       To be available at any time throughout your stay, to visit the home daily to help keep it tidy, and to be of service to your requests.

·       To be there at checkout to assist and ensure a smooth departure.

**We, the Guests of an ABOVE property, pledge to you, our Host:**

·       To treat you, our Host, with dignity, respect, and professionalism.

·       To ask first, before assuming it is permissible, about any activity that impacts the home or the neighborhood.

·       To treat the home as we would our own, keeping and returning it in the manner found.

·       To refrain from any illegal, ill-advised, or questionable activity that could cause harm to ourselves or the home.

·       To protect the home from avoidable damage by cleaning messes quickly and locking all doors while away.

·       To educate ourselves on all terms and conditions of the home and to be accountable to them.

·       To always be considerate of the neighbors, and never deny them the peace and tranquility of their homes by our actions.

_Through this Pledge of Reciprocal Hospitality, together we can curate exceptional experiences for Guest, Home Owner, and ABOVE Associate alike._

Question 3

How is ABOVE Vacation Residences different than a listing site like Vrbo or Airbnb?

Accepted Answer

Listing sites let guests research and book rentals anywhere in the world — but once the booking is made, the guest is on their own with whichever owner or manager happens to answer. The result is the inconsistency the industry is famous for. ABOVE uses our own local teams, decades of hospitality expertise, and technology to make every stay an amazing one, every time — while our homeowners live their lives without interruption and earn additional income from our quality of service.

Question 4

How do I know homes are legitimate vacation rentals?

Accepted Answer

Every property in the ABOVE portfolio has been fully vetted. Each homeowner applied for inclusion and was individually verified by our selection team. We recommend always booking with a major credit card, no matter where you book — and you are welcome to read what our guests say on each listing.

Question 5

What will I sign when I book?

Accepted Answer

Every reservation comes with a short Booking Agreement — your stay's details, price, deposit, and cancellation terms on a few pages — which adopts our published Master Guest Terms & Conditions (the same terms for every guest, posted with their version and effective date at luxuryabove.com/guest-terms). You can sign electronically or accept with a click, and each member of your party signs a short waiver before the stay begins. Clear, versioned, and nothing hidden.

Question 6

Is the price of each rental accurate?

Accepted Answer

Yes — just make sure to enter your correct dates and number of guests, and the price will always be accurate. If an error occurs, you will be prompted to call our pricing team for a personal quote. Please note that pricing is subject to change until you book: to secure the rate you see online, book the home and place the 50% deposit to hold the property.

Question 7

Why must I provide my guest names, emails, and phone numbers?

Accepted Answer

Every member of your party signs a short waiver, and all waivers must be signed before your stay begins and before your security deposit refund is processed. This protects our guests, our homeowners, and ABOVE alike.

Question 8

A listing notes that more guests are able to sleep at the house. Why is there a fee to add more after booking?

Accepted Answer

When the house is reserved, the owner approves the number of guests permitted. Additional guests beyond that number require the homeowner's permission and a charge of $250 per person, per night.

Question 9

Why does the House Manager visit the house every day?

Accepted Answer

Your House Manager is there to make sure your stay exceeds expectations — on-the-spot concierge service, a quick tidy of the kitchen, trash taken out — and to protect the home and neighborhood by ensuring house rules are followed.

Question 10

May we have an event or party at the property?

Accepted Answer

That depends on the home and local rules. All events, parties, and guests not on your guest list must be pre-approved by ABOVE in writing at least 72 hours in advance, and approved visitors must depart by 10:00 p.m. Reach out to our reservations or concierge team with your event questions.

Question 11

Why can't people who aren't staying in the home be on the property?

Accepted Answer

The homeowner has authorized you and the people on your guest list to be the only people on the property. Additional people create additional risk for you, for them, and for the homeowner. Let ABOVE know at least 72 hours in advance if you plan to invite anyone, so we can secure the owner's permission.

Question 12

Why are no kegs or glass beverage containers permitted outdoors?

Accepted Answer

Broken glass can injure guests and force a pool to be drained for repair — a cost absorbed by the guest. Kegged beer dispenses a volume of alcohol we are not comfortable with; your safety comes first.

Question 13

Are pets permitted at the home?

Accepted Answer

That decision belongs to each homeowner. Any pet must be pre-approved, and a non-refundable pet fee of up to $500 applies. Your Guest Services Manager can assist with approval. Because these are private residences, service animals are not automatically accepted except where the law requires — please ask in advance and we will work with you.

Question 14

Why can we only have four cars on the property?

Accepted Answer

Most homeowner associations and cities set this limit, and ABOVE enforces it. If you need additional parking, your Guest Services Manager can help; vehicles beyond the limit must be removed immediately and may be towed at the owner's expense.

Question 15

Can we heat the pool?

Accepted Answer

Most, but not all, pools can be heated. The fee is $300 for three nights May through September and $500 for three nights October through April. We strive to heat pools to 85 degrees; when temperatures are forecast to drop below 45 degrees, we cannot guarantee the pool will hold that temperature — so work with our concierge on the forecast before deciding. Pools and spas cannot be heated at the same time.

Question 16

Why are fireplaces, fire pits, and candles not available for use?

Accepted Answer

Fire risk, guest safety, and cleaning difficulty — and many months fall under open-flame bans, when dry conditions can spark brush fires. Gas grills may be used with care and a fire extinguisher nearby; ask your House Manager whether our team can light indoor or outdoor fireplaces where conditions permit.

Question 17

May we smoke at the house?

Accepted Answer

No smoking or vaping of any kind is permitted inside or outside the home — cigars, cigarettes, vapes, hookah, and any illegal drug smoking included. Evidence of smoking results in a $750 cleaning fee or the actual cost of remediation, whichever is greater. Ask your House Manager whether a designated smoking area is available at your home; outdoor smoking may also be restricted by local fire bans.

Question 18

What happens if any illegal substance or marijuana is found at the property?

Accepted Answer

That one is easy to answer. Any illegal substance found during or after your stay results in immediate removal of every guest with no refund of the remaining stay, a report to your booking source and local law enforcement with all evidence found, and responsibility for all resulting costs — documented, itemized, and charged against your security deposit or the card on file. We care about our guests' safety and about our homeowners returning to a home free of dangerous substances. If you believe you have the right to use illegal substances in the home, we prefer you stay with another company.

Question 19

May I use my own chef and have my own deliveries?

Accepted Answer

Yes — any vendor you bring to the property must be cleared with your Guest Services Manager at least 72 hours before check-in and must provide a certificate of insurance showing at least $1,000,000 in liability coverage before services are rendered. All deliveries must arrive after your check-in time; ABOVE does not accept deliveries, but if you would like to ship boxes early, we can provide our office address and deliver them to the house.

Question 20

How can I find out exactly where a rental home is located?

Accepted Answer

The maps on our listings are accurate, and we are happy to send you the home's full address close to your arrival date — just get in touch.

Question 21

What does ABOVE's housekeeping fee cover?

Accepted Answer

The housekeeping fee is a one-time fee covering your reservation's departure clean. Unlike a hotel, daily maid service is not included — it is available by request for an additional fee. Our properties average well over 5,500 square feet, and the departure clean is included in the housekeeping fee.

Question 22

What if I leave something behind?

Accepted Answer

Let us know and we will gladly ship it to you at cost. Items left behind may be donated or disposed of after 14 days. Please never leave anything hazardous or illegal at the home — guests are fully responsible for any harm or cost caused by items they leave behind.

Question 23

If I book today, how much do I put down, and when is final payment due?

Accepted Answer

If your arrival is more than 45 days away, 50% of the total holds the home, and the remaining balance plus the refundable security deposit is due 45 days before check-in. If your arrival is 45 days or fewer away, full payment plus the security deposit is due at booking.

Question 24

Can promotions be applied retroactively after booking?

Accepted Answer

No — mention the promotion to your booking agent at the time of booking. Promotions run at our sole discretion and can be activated, modified, or ended at any time without advance notice.

Question 25

What is the refund and cancellation policy should I need to cancel my trip?

Accepted Answer

Reservations cancelled more than 45 days before arrival are charged a cancellation fee of 30% of the total license fee (excluding the security deposit and taxes). Reservations cancelled 45 days or fewer before arrival are non-refundable — though if we are able to re-book any of your cancelled nights, your cancellation fee is reduced by what we recover. Your security deposit is always refunded on cancellation. If you booked through a third-party site, the cancellation policy shown at the time of booking applies to that booking. We strongly recommend travel insurance.

Question 26

What is trip insurance and should I buy it?

Accepted Answer

We highly recommend trip insurance — it covers expenses such as missed flights, illness, lost baggage, job loss, weather, and travel delays for a very low price. Life throws inconvenient curveballs. You may purchase travel insurance through ABOVE or from many other providers; just be sure to purchase it before you check in.

Question 27

What do ABOVE's Refundable Security Deposit and Damage Insurance cover?

Accepted Answer

The Refundable Security Deposit protects the home from damage during your stay and is $1,000 for most reservations. As an option, you may purchase Damage Insurance through ABOVE covering up to $25,000 in unintended damage to the property. Damage Insurance does not cover intentional damage; excessive wear and tear from parties, smoking, or pets; additional cleaning from stains or spills; fines from police or HOAs for noise, trash, or parking; or amounts above the purchased coverage. If you prefer to opt out of Damage Insurance, an additional refundable security deposit of up to $10,000 may be required depending on the home. Any damage or fines not covered by insurance or the deposit may be charged to the card on file. Your full deposit is refunded within 10–15 business days after checkout, provided no damage occurred and every guest in your party signed the waiver — and any deduction always comes with a complete itemized statement.

Question 28

Do you have any house rules or policies?

Accepted Answer

All guests sign a Booking Agreement and waiver to finalize the reservation, containing the policies for each home. Here is a sample of the policies that keep people and property safe — the rest are in your Booking Agreement and the Master Guest Terms:

·       Behave as you would in any home you live in, with respect for the property and the neighbors.

·       Unless we approve otherwise in writing, the booking guest must be at least 28 years old.

·       The booking guest occupies the home for the entire reserved period, and other occupants are family, friends, responsible adults, or children under direct adult supervision.

·       Never exceed the maximum occupancy agreed at reservation.

·       No unapproved parties, no noise beyond the lot line or into adjacent units, and no illegal activity of any kind.

·       No pets unless noted for the specific property and pre-approved.

·       No smoking in or around any home.

·       Check-in is 4:00 p.m. and check-out is 11:00 a.m.; we will email you in advance if early check-in or late check-out is available.

·       Common courtesy: keep the home clean, report problems or damage, wash dishes as used, take garbage to the outside bins, leave towels in the bathrooms and sheets in the bedrooms, and please don't rearrange the furniture.

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