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Frequently Asked Questions

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Answers for guests, homeowners, and investors, from the team that runs every home.

On this pageGuests & RentersAbout & TrustHomeownersInvestors

Guests & Renters

Booking & Reservations

Heirloom properties can be booked directly at stayheirloom.com, which typically offers the best available rate and avoids third-party service fees. Properties are also listed on sites such as Airbnb and Vrbo. Guest services can be reached at info@stayheirloom.com or +1 (504) 507-0523 for questions before booking, group inquiries, or longer stays.
Booking directly at stayheirloom.com typically offers the best available rate, since direct bookings avoid the service fees charged by third-party platforms. Direct guests also have access to the full Heirloom property portfolio, including properties that may not be listed on every platform, and communicate directly with Heirloom’s team rather than through a marketplace intermediary. Heirloom maintains the same operational standards across all channels, but booking direct typically offers the best available rate, the full property portfolio, and a direct line to Heirloom’s team.

During Your Stay

Heirloom maintains 24/7 guest support across all markets. Guests can reach the support team by phone, text, or email at any time during their stay, and local property teams are dispatched as needed for urgent issues. Every property has a documented escalation contact, and Heirloom commits to addressing concerns in real time rather than after checkout. Resolutions may include in-stay repairs, property changes, or partial refunds depending on the circumstances.

Cancellations & Changes

Heirloom’s cancellation terms are governed by the rental agreement applicable to each booking and are presented before payment, included in the booking confirmation, and available in the rental agreement. Heirloom evaluates exceptional circumstances on a case-by-case basis. Guests are encouraged to review terms carefully before booking and to consider third-party travel insurance for protection against unforeseen circumstances. The full rental agreement is available here.

Damage & Disputes

Heirloom addresses property damage through a documented process that begins with an inspection at checkout and, when applicable, communication with the guest before any charges are assessed. Charges for damage beyond routine wear are addressed under the rental agreement, following inspection and communication with the guest. Full policy details are available on the Trust & Safety page.

About & Trust

About Heirloom

Yes. Heirloom is operated by a Massachusetts-incorporated parent company founded in 2016, with headquarters in Boston and New Orleans. The company is led by Dan Glaser and Frank Glaser and employs a full operational team across property management, guest services, finance, and data. The leadership team and corporate contact information are published on the Trust & Safety page.
Heirloom is privately held and operated by its founders who lead the company from headquarters in Boston and New Orleans. The leadership team is published on the Trust & Safety page. The company is independently operated and not part of a larger hospitality conglomerate.
Heirloom was founded in 2016 and has been operating short-term rentals for 10+ years. The portfolio has grown from a small initial collection of properties in New Orleans to 300+ properties across multiple markets in the United States, including Savannah, Nantucket, Nashville, Austin, and the Mississippi Gulf Coast.
Heirloom is a professional property management company, not a peer-to-peer listing platform. Every Heirloom property is operated by Heirloom directly, meaning consistent design standards, professional cleaning between every stay, on-the-ground local teams, and a single point of contact for issues. Guests book a Heirloom property knowing the company manages the entire experience, rather than relying on an individual host whose practices may vary. Heirloom properties are also listed on sites such as Airbnb and Vrbo, but booking directly through stayheirloom.com typically offers the best available rate and avoids third-party service fees.
Heirloom is designed for travelers who want the space and character of a private home with the consistency and service of a professionally managed property. Typical guests include families traveling together, groups celebrating milestones, business travelers seeking longer stays, and couples looking for a curated experience in a specific destination. Heirloom properties are most often booked for stays of three nights or more.

Trust & Legitimacy

Yes. Heirloom is a professionally operated short-term rental management company headquartered in Boston and New Orleans, founded in 2016, managing 300+ properties across the United States. The company maintains all required short-term rental permits, business licenses, and tax registrations in each market it operates, and works with local counsel to maintain compliance as regulations evolve. Heirloom carries a 4.8-star average across thousands of guest stays and is a member of Vacation Rental Management Association (VRMA). Full company and compliance information is on the Trust & Safety page.
Yes. Heirloom maintains all required short-term rental permits, business licenses, and tax registrations in each market it operates. Heirloom works with counsel to ensure license renewals are managed on schedule. In markets where short-term rental regulations are evolving, Heirloom works with municipal authorities to maintain compliance as rules change.
Heirloom selects properties through a structured review process that includes location, design quality, building condition, regulatory compliance, and owner alignment with Heirloom’s operational standards. Every property meets safety requirements. Properties that do not meet Heirloom’s standards are not added to the portfolio. Full operational standards are on the Trust & Safety page.

Markets & Portfolio

Heirloom operates 300+ properties across multiple markets in the United States, including but not limited to New Orleans, Savannah, Nantucket, Nashville, Austin, and the Mississippi Gulf Coast. New markets are added selectively based on guest demand, regulatory clarity, and the availability of properties that meet Heirloom’s standards.
Heirloom manages 300+ properties across its operating markets. The portfolio includes homes, multi-bedroom estates, urban townhomes, and a smaller number of boutique multi-unit properties. The current portfolio is the result of 10+ years of growth from a single-market operator into a multi-market company, and Heirloom adds properties selectively based on quality and fit rather than volume targets.

Homeowners

Homeowner answers are being prepared. In the meantime, reach the Heirloom team at info@stayheirloom.com or +1 (504) 507-0523. This section will cover onboarding your property, what Heirloom manages on your behalf, earnings and payouts, and the owner portal.

Investors

Investor answers are being prepared. In the meantime, reach the Heirloom team at info@stayheirloom.com or +1 (504) 507-0523. This section will cover the Heirloom model, how to get started, returns and reporting, and ownership structure.
Looking for something else?
Trust & SafetyWho runs Heirloom, licensing and compliance, the leadership team, and guest protections. →Book a stayBrowse 300+ professionally managed homes and book direct for the best available rate. →
Still need a hand? Reach Heirloom guest services at info@stayheirloom.com or +1 (504) 507-0523.