> ## 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.

# Trust & Safety

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

<div className="hl-page">
  <div className="hl-hero hl-hero-trust">
    <div className="hl-hero-inner">
      <span className="hl-hero-eyebrow">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 className="hl-stats">
    <div className="hl-stat"><span className="hl-stat-num">2016</span><span className="hl-stat-label">Founded</span></div>
    <div className="hl-stat"><span className="hl-stat-num">300+</span><span className="hl-stat-label">Properties managed</span></div>
    <div className="hl-stat"><span className="hl-stat-num">Multiple</span><span className="hl-stat-label">U.S. markets</span></div>
    <div className="hl-stat"><span className="hl-stat-num">VRMA</span><span className="hl-stat-label">Member</span></div>
  </div>

  <div className="hl-shell">
    <div className="hl-sidenav">
      <span className="hl-sidenav-label">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 className="hl-content">
      <div id="company" className="hl-anchor" />

      ## 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 id="leadership" className="hl-anchor" />

      ## Leadership

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

      <div className="hl-people">
        <div className="hl-person">
          <div className="hl-person-head">
            <img className="hl-avatar" src="https://mintcdn.com/heirloom/W1tcXl0U1jMZHh1w/images/dan.jpeg?fit=max&auto=format&n=W1tcXl0U1jMZHh1w&q=85&s=83accc0ecf714b5801c33221e8151317" alt="Dan Glaser" width="420" height="420" data-path="images/dan.jpeg" />

            <div className="hl-person-id">
              <span className="hl-person-name">Dan Glaser</span>
              <span className="hl-role">Co-Founder, Management</span>
              <span className="hl-joined">Co-founded 2016</span>
            </div>
          </div>

          <p className="hl-person-bio">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 className="hl-person">
          <div className="hl-person-head">
            <img className="hl-avatar" src="https://mintcdn.com/heirloom/W1tcXl0U1jMZHh1w/images/frank.jpeg?fit=max&auto=format&n=W1tcXl0U1jMZHh1w&q=85&s=5076c277d98a0043b9355f1e9c32583b" alt="Frank Glaser" width="400" height="400" data-path="images/frank.jpeg" />

            <div className="hl-person-id">
              <span className="hl-person-name">Frank Glaser</span>
              <span className="hl-role">Co-Founder, Acquisitions & Development</span>
              <span className="hl-joined">Co-founded 2016</span>
            </div>
          </div>

          <p className="hl-person-bio">20+ years in real estate development. Frank leads acquisitions, design, and product development across the portfolio.</p>
        </div>

        <div className="hl-person">
          <div className="hl-person-head">
            <img className="hl-avatar" src="https://mintcdn.com/heirloom/W1tcXl0U1jMZHh1w/images/emily.jpeg?fit=max&auto=format&n=W1tcXl0U1jMZHh1w&q=85&s=26a7a1e61205305fa7909e0540a40f25" alt="Emily Mininberg" width="400" height="400" data-path="images/emily.jpeg" />

            <div className="hl-person-id">
              <span className="hl-person-name">Emily Mininberg</span>
              <span className="hl-role">Chief Operating Officer</span>
              <span className="hl-joined">Joined April 2016</span>
            </div>
          </div>

          <p className="hl-person-bio">10+ years in operations and hospitality, leading new property installations, guest services, HR, licensing and compliance, and property operations.</p>
        </div>

        <div className="hl-person">
          <div className="hl-person-head">
            <img className="hl-avatar" src="https://mintcdn.com/heirloom/W1tcXl0U1jMZHh1w/images/kevin.jpeg?fit=max&auto=format&n=W1tcXl0U1jMZHh1w&q=85&s=d6ab2097fa530b55a621127767575489" alt="Kevin Pitts" width="400" height="400" data-path="images/kevin.jpeg" />

            <div className="hl-person-id">
              <span className="hl-person-name">Kevin Pitts</span>
              <span className="hl-role">VP, Finance</span>
              <span className="hl-joined">Joined April 2021</span>
            </div>
          </div>

          <p className="hl-person-bio">11+ years of experience in finance.</p>
        </div>

        <div className="hl-person">
          <div className="hl-person-head">
            <img className="hl-avatar" src="https://mintcdn.com/heirloom/W1tcXl0U1jMZHh1w/images/laith.jpeg?fit=max&auto=format&n=W1tcXl0U1jMZHh1w&q=85&s=2530e4b53888e54b3f28d83b86e246fe" alt="Laith Kanaan" width="400" height="400" data-path="images/laith.jpeg" />

            <div className="hl-person-id">
              <span className="hl-person-name">Laith Kanaan</span>
              <span className="hl-role">VP, Operations & Property Management</span>
              <span className="hl-joined">Joined 2026</span>
            </div>
          </div>

          <p className="hl-person-bio">Leads property operations and procurement. Previously at Blueground in New York City.</p>
        </div>

        <div className="hl-person">
          <div className="hl-person-head">
            <img className="hl-avatar" src="https://mintcdn.com/heirloom/W1tcXl0U1jMZHh1w/images/kathleen.jpeg?fit=max&auto=format&n=W1tcXl0U1jMZHh1w&q=85&s=1fc55b3c64ee0c2bc3f0faf8821f1668" alt="Kathleen Riley" width="400" height="400" data-path="images/kathleen.jpeg" />

            <div className="hl-person-id">
              <span className="hl-person-name">Kathleen Riley</span>
              <span className="hl-role">Director, HR</span>
              <span className="hl-joined">Joined March 2025</span>
            </div>
          </div>

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

        <div className="hl-person">
          <div className="hl-person-head">
            <img className="hl-avatar" src="https://mintcdn.com/heirloom/W1tcXl0U1jMZHh1w/images/mark.jpeg?fit=max&auto=format&n=W1tcXl0U1jMZHh1w&q=85&s=76191c8e2141d55705224166113833e9" alt="Mark Simmons" width="400" height="400" data-path="images/mark.jpeg" />

            <div className="hl-person-id">
              <span className="hl-person-name">Mark Simmons</span>
              <span className="hl-role">Director, Data & Insights</span>
              <span className="hl-joined">Joined December 2024</span>
            </div>
          </div>

          <p className="hl-person-bio">12+ years in the data and analytics space.</p>
        </div>
      </div>

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

      ## 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 id="operations" className="hl-anchor" />

      ## 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 id="policies" className="hl-anchor" />

      ## 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 id="affiliations" className="hl-anchor" />

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

    <div className="hl-next-grid">
      <a className="hl-next-card" href="/">
        <span className="t">Browse the FAQ</span>
        <span className="d">Answers about booking, your stay, cancellations, and how Heirloom works. <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">
    **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>