# Heirloom Help Center
Source: https://docs.stayheirloom.com/index

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

<div>
  <div>
    <div>
      <span>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>
    <div>
      <span>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>
      <div />

      ## 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 />

      ## 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 />

      ## 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 />

      ## 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>
    <span>Looking for something else?</span>

    <div>
      <a href="/trust">
        <span>Trust & Safety</span>
        <span>Who runs Heirloom, licensing and compliance, the leadership team, and guest protections. <span>→</span></span>
      </a>

      <a href="https://stayheirloom.com">
        <span>Book a stay</span>
        <span>Browse 300+ professionally managed homes and book direct for the best available rate. <span>→</span></span>
      </a>
    </div>
  </div>

  <div>
    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>


# Trust & Safety
Source: https://docs.stayheirloom.com/trust

The company behind Heirloom: leadership, licensing, operational standards, and guest protections.

<div>
  <div>
    <div>
      <span>Trust & Safety</span>
      <h1>The company behind your stay</h1>
      <p>A professionally operated short-term rental company, founded in 2016 and run by a named team across Boston and New Orleans.</p>
    </div>
  </div>

  <div>
    <div><span>2016</span><span>Founded</span></div>
    <div><span>300+</span><span>Properties managed</span></div>
    <div><span>Multiple</span><span>U.S. markets</span></div>
    <div><span>VRMA</span><span>Member</span></div>
  </div>

  <div>
    <div>
      <span>On this page</span>
      <a href="#company">The Company</a>
      <a href="#leadership">Leadership</a>
      <a href="#compliance">Compliance</a>
      <a href="#operations">Operational Standards</a>
      <a href="#policies">Policies & Protections</a>
      <a href="#affiliations">Affiliations</a>
    </div>

    <div>
      <div />

      ## The Company

      Heirloom is a short-term rental management company headquartered in Boston, Massachusetts and
      New Orleans, Louisiana. The company was founded in 2016 and is operated by a
      Massachusetts-incorporated parent company. Heirloom manages 300+ properties across multiple U.S.
      markets, with on-the-ground operational teams in each city it serves.

      <Note>
        **Corporate mailing address:** 326 A ST STE 5A, Boston, MA 02210<br />
        **General inquiries:** [info@stayheirloom.com](mailto:info@stayheirloom.com)<br />
        **Press:** [marketing@stayheirloom.com](mailto:marketing@stayheirloom.com)
      </Note>

      <div />

      ## Leadership

      Heirloom is led by its founders and a multi-disciplinary leadership team primarily based in
      Boston and New Orleans.

      <div>
        <div>
          <div>
            <img alt="Dan Glaser" />

            <div>
              <span>Dan Glaser</span>
              <span>Co-Founder, Management</span>
              <span>Co-founded 2016</span>
            </div>
          </div>

          <p>Co-founder and co-CEO with 20+ years in real estate. Dan leads finance, guest services and guest sales, marketing, compliance, and analytics.</p>
        </div>

        <div>
          <div>
            <img alt="Frank Glaser" />

            <div>
              <span>Frank Glaser</span>
              <span>Co-Founder, Acquisitions & Development</span>
              <span>Co-founded 2016</span>
            </div>
          </div>

          <p>20+ years in real estate development. Frank leads acquisitions, design, and product development across the portfolio.</p>
        </div>

        <div>
          <div>
            <img alt="Emily Mininberg" />

            <div>
              <span>Emily Mininberg</span>
              <span>Chief Operating Officer</span>
              <span>Joined April 2016</span>
            </div>
          </div>

          <p>10+ years in operations and hospitality, leading new property installations, guest services, HR, licensing and compliance, and property operations.</p>
        </div>

        <div>
          <div>
            <img alt="Kevin Pitts" />

            <div>
              <span>Kevin Pitts</span>
              <span>VP, Finance</span>
              <span>Joined April 2021</span>
            </div>
          </div>

          <p>11+ years of experience in finance.</p>
        </div>

        <div>
          <div>
            <img alt="Laith Kanaan" />

            <div>
              <span>Laith Kanaan</span>
              <span>VP, Operations & Property Management</span>
              <span>Joined 2026</span>
            </div>
          </div>

          <p>Leads property operations and procurement. Previously at Blueground in New York City.</p>
        </div>

        <div>
          <div>
            <img alt="Kathleen Riley" />

            <div>
              <span>Kathleen Riley</span>
              <span>Director, HR</span>
              <span>Joined March 2025</span>
            </div>
          </div>

          <p>A strategic HR and People Operations leader with 9+ years in fast-paced, high-growth environments.</p>
        </div>

        <div>
          <div>
            <img alt="Mark Simmons" />

            <div>
              <span>Mark Simmons</span>
              <span>Director, Data & Insights</span>
              <span>Joined December 2024</span>
            </div>
          </div>

          <p>12+ years in the data and analytics space.</p>
        </div>
      </div>

      <div />

      ## Compliance & Regulatory Standards

      Heirloom holds the short-term rental permits, business licenses, and tax registrations required
      in each market where we operate, and works with local counsel to maintain compliance as
      regulations evolve. Our properties are registered and licensed under the applicable local
      frameworks, and we work with municipal authorities and local counsel to maintain compliance as
      regulations evolve.

      License renewals are managed on schedule and verified by counsel. In markets where short-term
      rental regulations are evolving, Heirloom works directly with local authorities to maintain
      compliance as rules change.

      <div />

      ## Operational Standards

      ### Property Safety

      Heirloom equips its managed properties with smoke and carbon monoxide detectors and conducts
      regular safety checks consistent with local requirements.

      ### Guest Screening

      Heirloom verifies guest identity and payment method consistent with the requirements of the
      booking channel used. Guest agreements include conduct expectations, occupancy limits, and
      consequences for violations.

      ### Staff & Vendor Vetting

      Heirloom conducts background checks where applicable for staff with property access and maintains
      vendor agreements for cleaning, maintenance, and local services. Vendors are selected based on
      professional standards and continued performance.

      ### Data Privacy & Payment Security

      Guest payments are processed through PCI-compliant payment systems via established platforms.
      Heirloom does not store full payment card information on its own systems. Guest data is handled
      in accordance with applicable privacy laws and our published Privacy Policy.

      <div />

      ## Policies & Guest Protections

      ### Cancellation Policy

      Heirloom's cancellation terms are governed by the rental agreement applicable to each booking.
      Full terms are presented before payment and included in the booking confirmation. Heirloom
      evaluates exceptional circumstances on a case-by-case basis. The full rental agreement is
      available [here](https://stayheirloom.com/stay-heirloom-rental-agreement.pdf).

      ### Terms & Conditions

      Heirloom's full Terms and Conditions govern use of stayheirloom.com and any booking made through
      the site. The current version is available at
      [stayheirloom.com/terms](https://stayheirloom.com/terms).

      ### Privacy Policy

      Heirloom's Privacy Policy describes how guest information is collected, used, and protected. The
      current version is available at
      [stayheirloom.com/privacy](https://stayheirloom.com/privacy).

      ### Damage Policy

      Charges for damage beyond routine wear are addressed under the rental agreement. Heirloom follows
      a documented process that begins with an inspection at checkout and includes communication with
      the guest before any charges are assessed.

      ### Review & Concern Handling

      Heirloom responds to every guest concern and welcomes feedback during and after stays. Concerns
      are routed to 24/7 guest support and, when applicable, to local property teams for in-stay
      resolution. Complaint escalation contact:
      [info@stayheirloom.com](mailto:info@stayheirloom.com).

      <div />

      ## Affiliations & Recognition

      **Industry affiliations:** Member of the Vacation Rental Management Association (VRMA).

      **Recognition:**

      * Louisiana Landmarks Society: Award for Excellence in Historic Preservation, 2026
      * Louisiana Landmarks Society: Award for Excellence in Historic Preservation, 2025

      Heirloom has been operating short-term rentals since 2016.
    </div>
  </div>

  <div>
    <span>Looking for something else?</span>

    <div>
      <a href="/">
        <span>Browse the FAQ</span>
        <span>Answers about booking, your stay, cancellations, and how Heirloom works. <span>→</span></span>
      </a>

      <a href="https://stayheirloom.com">
        <span>Book a stay</span>
        <span>Browse 300+ professionally managed homes and book direct for the best available rate. <span>→</span></span>
      </a>
    </div>
  </div>

  <div>
    **Contact Heirloom**<br />
    Guest support: [info@stayheirloom.com](mailto:info@stayheirloom.com) · [+1 (504) 507-0523](tel:+15045070523)<br />
    General inquiries: [info@stayheirloom.com](mailto:info@stayheirloom.com)<br />
    Press & partnerships: [marketing@stayheirloom.com](mailto:marketing@stayheirloom.com)<br />
    Compliance & regulatory: [compliance@stayheirloom.com](mailto:compliance@stayheirloom.com)<br />
    Company LinkedIn: [linkedin.com/company/stayheirloom](https://www.linkedin.com/company/stayheirloom/)
  </div>
</div>