> ## Documentation Index
> Fetch the complete documentation index at: https://docs.stayheirloom.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Heirloom Help Center

> Find answers about booking a stay, hosting your home, or investing with Heirloom.

<div className="hl-page">
  <div className="hl-hero">
    <div className="hl-hero-inner">
      <span className="hl-hero-eyebrow">Frequently Asked Questions</span>
      <h1>How can we help?</h1>
      <p>Answers for guests, homeowners, and investors, from the team that runs every home.</p>
    </div>
  </div>

  <div className="hl-shell">
    <div className="hl-sidenav">
      <span className="hl-sidenav-label">On this page</span>
      <a href="#guests">Guests & Renters</a>
      <a href="#general">About & Trust</a>
      <a href="#homeowners">Homeowners</a>
      <a href="#investors">Investors</a>
    </div>

    <div className="hl-content">
      <div id="guests" className="hl-anchor" />

      ## Guests & Renters

      ### Booking & Reservations

      <AccordionGroup>
        <Accordion title="How can I book a Heirloom property?">
          Heirloom properties can be booked directly at [stayheirloom.com](https://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](mailto:info@stayheirloom.com) or
          [+1 (504) 507-0523](tel:+15045070523) for questions before booking, group inquiries, or
          longer stays.
        </Accordion>

        <Accordion title="Why book directly with Heirloom instead of through Airbnb or Vrbo?">
          Booking directly at [stayheirloom.com](https://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.
        </Accordion>
      </AccordionGroup>

      ### During Your Stay

      <AccordionGroup>
        <Accordion title="What happens if there's a problem during my 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.
        </Accordion>
      </AccordionGroup>

      ### Cancellations & Changes

      <AccordionGroup>
        <Accordion title="What is Heirloom's cancellation policy?">
          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](https://stayheirloom.com/stay-heirloom-rental-agreement.pdf).
        </Accordion>
      </AccordionGroup>

      ### Damage & Disputes

      <AccordionGroup>
        <Accordion title="How does Heirloom handle damage or 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](/trust) page.
        </Accordion>
      </AccordionGroup>

      <div id="general" className="hl-anchor" />

      ## About & Trust

      ### About Heirloom

      <AccordionGroup>
        <Accordion title="Is Stay Heirloom a real company?">
          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](/trust) page.
        </Accordion>

        <Accordion title="Who owns Heirloom?">
          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](/trust) page. The company is independently operated and not part of a larger
          hospitality conglomerate.
        </Accordion>

        <Accordion title="How long has Heirloom been in business?">
          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.
        </Accordion>

        <Accordion title="How is Heirloom different from a typical Airbnb?">
          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](https://stayheirloom.com) typically offers the best available
          rate and avoids third-party service fees.
        </Accordion>

        <Accordion title="What kind of guest is Heirloom designed for?">
          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.
        </Accordion>
      </AccordionGroup>

      ### Trust & Legitimacy

      <AccordionGroup>
        <Accordion title="Is Heirloom legitimate?">
          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](/trust) page.
        </Accordion>

        <Accordion title="Are Heirloom rentals legal?">
          Yes. Every Heirloom property operates under the short-term rental permits, business licenses,
          and tax registrations required by its local jurisdiction. Heirloom maintains short-term
          rental permits, business licenses, and tax registrations under the applicable local
          ordinances in every market we operate.
        </Accordion>

        <Accordion title="Are Heirloom properties licensed in their markets?">
          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.
        </Accordion>

        <Accordion title="How does Heirloom vet its properties?">
          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](/trust) page.
        </Accordion>
      </AccordionGroup>

      ### Markets & Portfolio

      <AccordionGroup>
        <Accordion title="Where does Heirloom operate?">
          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.
        </Accordion>

        <Accordion title="How many properties does Heirloom manage?">
          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.
        </Accordion>
      </AccordionGroup>

      <div id="homeowners" className="hl-anchor" />

      ## Homeowners

      <Note>
        Homeowner answers are being prepared. In the meantime, reach the Heirloom team at
        [info@stayheirloom.com](mailto:info@stayheirloom.com) or
        [+1 (504) 507-0523](tel:+15045070523). This section will cover onboarding your property, what
        Heirloom manages on your behalf, earnings and payouts, and the owner portal.
      </Note>

      <div id="investors" className="hl-anchor" />

      ## Investors

      <Note>
        Investor answers are being prepared. In the meantime, reach the Heirloom team at
        [info@stayheirloom.com](mailto:info@stayheirloom.com) or
        [+1 (504) 507-0523](tel:+15045070523). This section will cover the Heirloom model, how to get
        started, returns and reporting, and ownership structure.
      </Note>
    </div>
  </div>

  <div className="hl-next">
    <span className="hl-next-eyebrow">Looking for something else?</span>

    <div className="hl-next-grid">
      <a className="hl-next-card" href="/trust">
        <span className="t">Trust & Safety</span>
        <span className="d">Who runs Heirloom, licensing and compliance, the leadership team, and guest protections. <span className="arrow">→</span></span>
      </a>

      <a className="hl-next-card" href="https://stayheirloom.com">
        <span className="t">Book a stay</span>
        <span className="d">Browse 300+ professionally managed homes and book direct for the best available rate. <span className="arrow">→</span></span>
      </a>
    </div>
  </div>

  <div className="hl-contact">
    Still need a hand? Reach Heirloom guest services at
    [info@stayheirloom.com](mailto:info@stayheirloom.com) or
    [+1 (504) 507-0523](tel:+15045070523).
  </div>
</div>