At Home US

Frequently Asked Questions


How do I reserve and pay for an accommodation I want?

  • When you are ready to reserve one of the AtHomeUS properties, we email you a reservation form for the specific unit that you want. You fill out and email back the form to us and we will charge a non-refundable down-payment to the credit card provided.  This part of the fee deducted is from the total amount.  Upon receipt, we will send you a confirmation email with the owner's information, property address and check-in details. The balance of payment is due in full upon arrival and payable to the host or greeter. Owners accept cash in US Dollars or travelers checks only, unless otherwise specified prior to booking. In some cases full payment by credit or debit card can be accommodated.

  • What forms of payment are accepted?

    In order to confirm the reservation, the non-refundable down-payment must be paid by credit card. We process the credit card payment through a fully secure processing system.

    Upon arrival, all outstanding balances are due in cash or travelers checks. In some cases credit card may be accepted for full payment.

  • When can I check in? When do I check out?

    Check-in is typically after 3:00 pm. Check-out is 11:00 am. Changes to this schedule may be possible if coordinated with the host beforehand or if agreed to during the reservation process. Changes to check-in/out are often better accommodated closer to the actual arrival/departure dates. In order to maintain the best services for each guest, we need ample time for our properties to be cleaned and prepared.

  • How do I get access and keys to the unit I booked?

    You will be greeted at the unit by the owner or his or her designee.  At that time keys and/or access codes will be provided.

  • What is the cancellation policy?

  •  60 day cancellation policy

  • Are There Cleaning Fees?

  • Most accommodations do have a cleaning fee for all stays up to one week with additional cleaning fee for each subsequent week or part thereof.  This fee is due as part of the final payment payable upon arrival and is explained on your reservation form.

  • How and when is the damage deposit refunded?

    If a damage deposit is taken by an owner, it is refunded within one or two weeks after your departure, pending no damages, smoking or excessive mess.  Most owners will mail a check to refund the damage deposit. Some owners and guests will make other arrangements by mutual agreement. At some units a damage deposit can be taken as a pre-approval only on a credit card and not charged to the account except in the case of a damage claim.