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Rental FAQs
RENTAL FREQUENTLY ASKED QUESTIONS
What is a vacation rental home?
A vacation rental home is a privately owned house, condo, or town home rented out to guests for short-term intervals — anywhere from three days to a month or two. Generally, the homeowner does not live in the house, but instead owns it for investment purposes and occasional private use. In popular vacation destinations (like Miami), homeowners often hire professional vacation home management companies (like FlatsAway) to handle guest booking, scheduling, and property maintenance
If I stay in a vacation home, I’m all alone, without the service and assistance I’ll get in a hotel. Is that right?
FlatsAway prides itself in world-class guest service. After you’ve settled in, we’ll personally greet you at your home, show you around, answer your questions, and offer some friendly sight-seeing advice. And we’re always available if you need help, have questions, or something breaks — we have a full-time staff in Sunny Isles Beach, FL
Why is a vacation home often a better option than a hotel?
Cost is the most obvious reason (though certainly not the only one) to stay in a vacation home instead of a hotel. It’s a real house or apartment (with several bedrooms, a complete kitchen, laundry room, living room, and a pool) not just a room / suite so you can keep multiple people under one roof, and only get one bill. Many of our houses offer up to 3 bedrooms, which can save you thousands if you’re traveling in a larger group. And, comparing bill to bill, most houses simply just cost less than a hotel room at a resort — in other words, you’re getting multiple bedrooms and a lot of amenities for the price of single hotel room. By staying in a house, you’ll also have the opportunity to save on food and drinks by preparing your own meals and choosing from Miami’s wide selection of quality restaurants priced lower than those on-site at hotels and resorts. Basic necessities, like toiletries, laundry, and aspirin, are also very expensive at hotels. In addition to saving money, many travelers enjoy the freedom and extra space they have in a vacation home, versus a hotel room. You can watch television/DVD’s with your family, have quality meals together, play foosball and billiards in your private game room, and enjoy your very own pool. And you’re always free to just relax, and take things at your own pace.
Are vacation homes timeshares?
No. Timeshares are properties with multiple owners, each of whom divide their equity/interest in the property based on how often they use it. A vacation home is owned like any other home; the owner pays against the property’s full market value, and has rights to the property all the time. The owner then rents out the property, while maintaining exclusive ownership.
Is booking online secure?
We implement a variety of security measures to maintain the safety of your personal information when you place an order. We offer the use of a secure server. All supplied sensitive/credit information is transmitted via Secure Socket Layer (SSL) technology and then encrypted into our payment gateway providers database. It will only be accessible by those authorized with special rights to such systems. They are required to keep the information confidential. After a transaction, your private information (credit cards, social security numbers, financials, etc.) will not be stored on our servers.

COMPANY

Where is your office and what are your hours?
You can find our office at Ocean Reserve Condominium (19370 Collins Ave #CU-7, Sunny isles Beach, FL , USA ). Our regular office hours are 9:00 AM to 6:00 PM, Monday through Friday. But feel free to call us anytime, at (786) 285-7104.
How long have you been in Business?
Our parent company, FlatsAway, has been in business since 2006, running successful ad campaigns for some the biggest names in travel, leisure and hospitality. FlatsAway has operated since 2006, though initially under a different name. The FlatsAway name brings a wealth innovation, professionalism, and marketing expertise to greater Miami’s vacation home rental industry.

APARTMENTS/ HOUSES

What is included in my rental?
In most of our buildings you will have one free parking space, free internet wifi, cable, swimming pool, full kitchen, towels & linens (we do not replace them) and in some properties we also offer to our guest a cell phone so you can use it during your stay with free local & international phone calls.
What do you supply for us in the home?
When you arrive at the home you will have toilet paper, paper towels, and some supplies in the kitchen for the first day of rental as a courtesy. After the first day you will be responsible to buy your own supplies for the rest of your stay. We also provide two beach chairs & an umbrella in some properties. If you run out of toilet paper or garbage bags just buy replacements. Again, although we do a very good job and appointing our homes, unlike a hotel, we do not have staff to take care of your every need. It works very well.
Do you offer vacation homes with handicapped access?
Since these are privately owned vacation homes, purchased by individuals unaffiliated with FlatsAway, we cannot guarantee handicapped access. Some homes do offer it, some do not. If you have specific needs for a handicapped individual, please contact us and will locate a suitable vacation rental property.
Will my vacation home rental have parking included?
Yes, most of the apartment rentals includes parking. There are some exceptions , always check the rental you are booking if it includes but most of the apartment includes one free parking space
Will my vacation home rental have parking for RV’s and trailers?
RV’s and trailers are not permitted to park inside our vacation communities. Please call us / email us to pre-arrange off-site parking during your vacation stay.
Are all vacation rental homes non-smoking?
Yes. Smoking is strictly prohibited in all our properties. Should you wish to smoke, please do so outside in designated areas
Is there a cleaning service for my home? How often do they come?
Yes. The cleaning service comes before you arrive and after you depart. The rental it doesn’t include daily housekeeping. If you would like to get daily housekeeping we can arrange it for you for an additional charge
What amenities will I have in my master bedroom?
Our Miami area vacation rental homes master bedrooms have a king or a queen bed with full linens, a TV with cable or satellite service, nightstands, an armoire, and an adjoining, private bathroom.
Are cleaning supplies provided for use during our Florida vacation?
We don’t keep harmful chemicals in the house — so no ammonia, comet/bleach, or any other questionable cleansers. But you will have a mop, broom, dustpan, paper towels, and in some of our apartments washer and dryer inside the apartment. We provide supplies just for the first day of rental as a courtesy, after that you must buy your own supplies.
Are linens and towels provided?
Yes. Each bed in the home will actually have one set of linens. Plenty of towels will be available for use during your stay. Note: We don’t replace towels & linens during your stay.
Will my kitchen be fully equipped?

Very much so. Here is a list of everything you'll have in your kitchen:

  • Full-Sized Refrigerator with Freezer, Microwave Oven, Conventional Oven, Dishwasher, Toaster, Coffee Maker, Tea Kettle, Bakeware, Blender, Electric Mixer, Pots & Pans
  • Dishes & Glasses, Silverware & Cooking Utensils, And...
  • Laundry Facilities: Washer & Dryer (in some properties); Iron & Ironing Board, Vacuum Cleaner, Broom and Dust Pan
Will I have air conditioning and heat in my home?
All Our vacation home rentals are equipped with air conditioning but as our properties are located in the "Miami Heat" we don’t offer heat control.
Can I bring pets?
Unfortunately, FlatsAway cannot permit pets in vacation homes.
How many people are allowed to stay in the vacation home I rent?

By Florida state law, the maximum vacation home occupancy rates are as follows:

  • 1 bedroom sleeps maximum of 4
  • 2 bedroom sleeps maximum of 6
  • 3 bedroom sleeps maximum of 8
  • 4 bedroom sleeps maximum of 10
  • 5 bedroom sleeps maximum of 12
  • 6 bedroom sleeps maximum of 14
  • 7 bedroom sleeps maximum of 16
  • If you need to accommodate more people, we can provide additional vacation homes near by and offer discounted rates for large groups requiring four or more vacation rentals.
Are there any rules I need to follow at my property?
Each property will have specific rules, but these are the main ones: 1. No smoking (always indoors, and sometimes outdoors) 2. Respect the rules of the building, and remember that your neighbors will most likely be local residents.
Does your properties have internet?
All of our properties have reliable high-speed internet connections.
What basic amenities are provided in FlatsAway properties?
All properties are stocked with fresh linens and towels. Most of our properties includes a local cell phone that you can use it during your stay free of charge with free local & international phone calls.
What defines a FlatsAway property?
Our properties are handpicked by our on-the-ground-team to ensure they are design-forward, regularly cleaned, and in the best neighborhoods in each of our destinations.

RESERVATIONS

How do I make a Reservation?

You can make a reservation online, right now — simply click Home Search' above, and browse our vacation home inventory right from your computer. When you find a home you're interested in, see if it's available during your desired travel dates using the check availability drop-down menu (you'll also see a color-coded calendar showing availability for the next few months). If the home is available for the dates you want, click book now. Check the price, put in your name, email, and billing info, and voila — your reservation is booked. You'll receive an email confirmation shortly.

Or, if you'd prefer to book by phone, give us a call at 786-285-7104. We have a friendly, professional staff standing by. And feel free to ask us anything — we'll help you find what you're looking for.

How much do I need to pay to confirm my reservation?
All rentals, no matter the dollar amount or duration, require a 50% deposit to confirm and the balance is due 30 days prior to arrival. If your reservation is within 30 days of your confirmation, then your full payment is due.
What are my responsibilities at check out?
Just lock all the doors and be ready to leave by 11 AM — unless we’ve worked out a later departure time. Our professional crew will come after you leave to prepare the home for the next guests. We hope you enjoyed all the amenities the Miami area has to offer and will come back soon for another great FlatsAway vacation Home visit soon.
Do you have onsite management?
Our offices are located inside Ocean Reserve Condominium in Sunny isles beach, FL. As all our properties are not all in one building we do not have on site management. We do, however, have people available to assist when necessary. We want to let guests know that we are a bit different than a hotel. We are certainly there to help with any major problems, but unlike a hotel, we can’t deliver new towels at a moment’s notice. When you rent a private home, you are there to enjoy your privacy with your friends and family and it’s up to you to take care of your daily needs. We try to give you all the details you need upon check in and through our welcome emails, so that your stay will run smoothly.
What if I Forget Something?
If you leave anything in the house, let us know and we’ll look for it. We’ll arrange to have left-behind items shipped to you.
Do you offer group rates/discounts?
Yes. For reservations where 4 or more homes are booked, we offer competitive discount rates. If you’re traveling in a large group, with several families or friends, this is a great way to save money. Please call us for specifics on availability and pricing. We also offer seasonal specials and last minute pricing deals — see our website for current offerings.
Can I see the apartment / home before I rent?
We do not do showings of our homes. Many of our homes are booked almost completely all year. We rent very well and 100% of our reservations come from people have not seen the home prior to renting. Our photos are accurate and we are happy to answer any questions as honestly as we can. Because our homes are almost always booked it’s not possible to show the home when we have other guests.
What if I have to cancel ?

If you need to cancel the reservation, please send us immediately a cancellation notification to the following email address: info@flatsaway.com and it will apply our cancellation policies.

We, and most homeowners, have a fairly strict cancellation policy. Unlike a hotel, we do not have tons of last minute requests, so we want to know that if we reserve a property for you that you will be there and we will be paid. The cancellation policy will be part of your Confirmation of Reservation when you book. We constantly tell people to BUY TRAVEL INSURANCE and very few do. Those who do are very happy and those who don’t are not. So if you book with us or book any private home and have any concerns that you might have to cancel, purchase travel insurance and know you are covered. The mandatory insurance you buy from us is "accidental damage insurance" for us and covers any accidental damage at the properties up to $1,500 USD Details of the coverage is in the terms when you book. This insurance has nothing to do with "trip insurance" that you need to purchase separately

PAYMENTS & CONTRACTS

Do I have to sign a rental contract?
Yes, we require a rental contract be signed before or during every check in. The exact contents of the contract vary per destination due to local laws, and your reservation agent can answer any specific questions you might have.
What information do I need to provide for the contract?
It depends on the destination, but you might be asked to provide the names, nationalities, and passport numbers of each member of your group, as well as a home address.
What is included in my payment?
In general, your payment includes the property rent and all services such as internet/phone, electricity, water, and gas. In certain destinations, there might be additional freebies included, such as cleaning.
What payment methods does FlatsAway accept?
We accept all major credit cards and bank transfers. The payment process varies by destination, but generally an Initial Deposit of 50% of the rental amount is required to confirm your booking, with the balance due 30 days prior to your arrival.

CHECK IN & CHECK OUT

What time is check-in / check-out?
Check-in is at 3pm on your arrival date. Check-out is 11am on your departure date.
Can I check in early or check out late?
It all depends. Many of our reservations, especially in high season, are back to back. So if we have people checking in the day you leave then most likely you can’t check out late. If we have people in the property the day you arrive and they don’t leave until 11 then most likely you can’t check in early. When we can accommodate you we will, but it all depends on the situation at that time. The only way to guarantee early check-in or late check-out is to pay for an additional night. Please email us in case you need an early check in or late check out.
How do I get the keys?
About 99% of our check-ins in Miami will be hosted, meaning that a member of our staff will meet you at the property and introduce you to the home. In some cases where you arrive very late or staff is not available to check you in, you will be instructed a few days prior, how to access keys or code numbers to the home. For security reasons we do not give detailed information about self check-ins until a few days before arrival
Am I responsible for cleaning up the apartment before I leave?
No - we'll take care of the cleaning. Please do try and keep your place neat and tidy though, as there may be an added fee for clean up if things get out of hand! Always remember, daily cleaning services are not included in the rental.
What is included in the cleaning fee?
The cleaning fee that is charged on every reservation is for the In and Out cleaning only. It does not provide cleaning/maid service during your stay. We can provide cleaning services at an additional charge.
Do you provide airport transfers to and from the property?
No, unfortunately we don't provide airport transfer to and from your property.
How Do I know where my property is located?
After confirmation, we will send you the exact address of your property and a map prior to check in so you can get to know the area before you begin your trip.

With so many companies offering similar services, why should you choose FlatsAway vacation homes ? Our reputation, our selection, and our service.

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