Frequently Asked Questions

Find answers to some commonly asked questions about vacation rentals. If you have additional questions, please use Live Chat or call 800.592.5568.

Making a reservation

What is required to make a reservation?
Does the total include all taxes and fees?
Is the home, town home or condo I see on the Internet the one I get?
Does the home look in person like it does on the website?
Can I make payments towards my reservation?
What are the benefits of reserving an All Star vacation home?
Do you offer group rates and planning?
Can I combine offers/discounts? Are there any blackout dates?
When is check-in and checkout time?
Do you offer travel insurance?
What is the Property Protection fee?
What is your change/cancellation policy?
How will I receive my confirmation and arrival instructions from All Star?

After you make a reservation

How do I manage my reservation?
Do you have a lost and found?
What will we be responsible for when we check out?

Vacation home information

How many people are allowed to stay in each home?
Are the pools heated?
Do you allow pets?
Is there air conditioning and heat?
Is there a fully equipped kitchen in the vacation homes, town homes and condos?
Is there a telephone at the vacation homes?
What is considered a master bedroom?
Are linens and towels provided?
Are the vacation homes cleaned daily?
Are there cleaning supplies?
Are the properties non-smoking?
Are there any handicap accessible properties available?
Is parking available for multiple cars, RVs, buses or trailers?
What is the difference between 5-Star, 4-Star and 3-Star homes?

About All Star Vacation Homes

Is this a timeshare offer?
How long has All Star been in business?
Is All Star licensed?
What are your office hours?
Request a Vacation Planner

Area attractions

How close are the homes and condos to area attractions?
Is there shopping nearby?
Is there transportation to theme parks and other attractions?

What is required to make a reservation?

When you find the vacation home of your choice, you can either reserve the property online or speak with a member of our Reservations Team at 800.592.5568. When making your reservation, all we require is a 20% deposit that is a non-refundable deposit, which is applied to your rental cost. The remaining balance is processed 60 days prior to check-in and is non-refundable at that point. Please note if the final payment falls on a Saturday, Sunday or a holiday it will be charged the last business day prior to your final payment date.

Guests are welcome to make payments with major credit cards, personal and certified checks or money orders. Learn about All Star Flex Pay and how you can make payments on your reservation.

       

Does the total include all taxes and fees?

Yes, the total includes taxes, the cleaning fee and processing fee.

Is the home, town home or condo I see on the Internet the one I get?

Yes, unlike most vacation rental companies, we rent the specific property you see in full detail on our website. We believe that this is the best way to ensure you will be happy with your accommodations.

Does the home look in person like it does on the website?

Yes, everything you see in the property photos is exactly as you will experience it when you check in.

Can I make payments towards my reservation?

Yes. After your initial 20% deposit, you can make payments up until 60 days before check-in, when the balance on your reservation is due. To make payments, you can contact our Accounting Team at 800.569.9182, or log into your MyStay account and make payments with a major credit card. Learn more about All Star Flex Pay.

What are the benefits of reserving an All Star vacation home?

  • Dedicated 24/7 Guest Services Team available before, during and after your stay
  • Free pool heat in private pool homes
  • Free Wi-Fi in every home
  • Homes are professionally cleaned and maintained
  • Free car rental or up to $150 instant money rebate with a reservation of 7 nights or longer
  • Our homes are situated near world-class theme parks in Orlando and luxurious beaches in Sanibel & Captiva Islands

Do you offer group rates and planning?

Yes. All Star’s vacation homes are popular for reunions, weddings, corporate retreats, sports teams and other groups and special events. If the nightly rate is divided per person, it is often more affordable than staying in a hotel, plus you’ll enjoy upscale amenities with all the comforts of home. Our Reservations Team can work with you to accommodate any of your group’s needs and create your ideal getaway. Please indicate the type of group and how many people you will need to accommodate when calling. Ask us about our event planning services!

Can I combine offers/discounts? Are there any blackout dates?

Only one discount/special can be applied to each reservation unless otherwise specified. Offers are not valid the week of a holiday unless otherwise specified. Holiday dates apply the weeks and the days surrounding New Year's, Easter and Christmas.

When is check-in and checkout time?

Check-in time is after 4 p.m. Since we want to ensure everything is in good working order to make your stay enjoyable, please note that you will have access to your property at that time. Upon request, an early check-in of 9 a.m. may be arranged based on availability. An additional fee of half the nightly rate will apply to receive an early check-in to guarantee availability.

Again, to ensure that everything is pleasant and enjoyable for those arriving after your departure, we ask that you please depart the property before the indicated time for your destination on the date of your check out.

Checkout times:

  • Orlando - 11 a.m.
  • Sanibel & Captiva Islands - 10 a.m.

Upon request, a late check out of 5 p.m. may be arranged based on availability. Note: An additional fee of half the nightly rate will apply to secure a late check out.

Do you offer travel insurance?

Yes. Travel insurance is available through CSA Travel Protection. Travel insurance must be purchased prior to your 60-day final payment. All Star Vacation Homes recommends guests purchase trip insurance if concerned about possible interruption or cancellation of trip. Trip insurance payment is taken at the time the reservation is processed. For travel insurance coverage information, please contact CSA Travel Protection at 866.999.4018 or when calling from abroad please call 1.240.330.1529, reference plan code 330CSA. Your premium will be charged to the credit card on file within 24 hours of the reservation.

Travel Insurance Brochure (PDF)

Travel Insurance Coverage Information (PDF)

Please note, as of June 1, 2014 our travel insurance partner CSA is able to offer travel insurance to United States residents only.

What is the Property Protection Fee?

There is a Property Protection and Administrative Fee for each reservation. The Property Protection Fee is a damage waiver that will cover accidental or inadvertent damages. The value of damage waived for accidental or inadvertent damages is based on the property size and location. Please be advised that intentional damage or gross negligence will result in additional costs. Refer to the complete terms & conditions outlined on the website for the home you are considering for more information. The Administrative Fee covers our administrative costs for the reservation. If you make a change to your reservation, there will be an additional non-refundable fee ($20), which will be charged at the time of the change. No changes can be made within 60 days of your arrival.

What is your change/cancellation policy?

If you change your reservation, there is a $20 non-refundable fee. No changes can be made within 60 days of your arrival.

Cancellations must be confirmed in writing. The 20% rental reservation deposit is non-refundable and cancellations made within 60 days or less of arrival will result in loss of all monies, and any claims must be arranged with the travel insurance company, if a policy was purchased. Any reservation that has been cancelled and reinstated is subject to a $50 reinstatement fee to be charged at time of reinstatement.

How will I receive my confirmation and arrival instructions from All Star?

All confirmation and arrival instructions will be sent via email, unless email is unavailable. To make certain you receive these emails, please adjust your spam filter to add the domain allstarvacationhomes.com to your list of accepted email addresses. You will receive a reservation confirmation email within 24 hours of making your reservation. Expect a second email with final confirmation and arrival instructions after your final payment has been applied to the reservation, 60 days from arrival. Door codes and directions will be sent within 10 days of your arrival. If you have not received these emails and you have adjusted your spam filters, please contact our Accounting Team at 800.592.5574.

How do I manage my reservation?

You can log in to manage your reservation through our LiveStay system, a secure and easy-to-use online system. With LiveStay you will be able to:

  • Make payments online or process your final payment
  • Add equipment rentals
  • Purchase travel insurance
  • Purchase additional rental cars through Enterprise
  • Request a mid-stay clean
  • Request an early/late arrival and departure time

Once you book a reservation with All Star, your confirmation email will contain your username and link to set up your LiveStay password. Within your profile you will be able to change your contact information and credit card information on file. If you have any questions about LiveStay, please contact our Guest Services Team at 800.714.1816.

Do you have a lost and found?

Yes. If you leave something behind on your visit and we find it, we can arrange to have it shipped back to you. For more details, contact our Guest Services Team at 800.714.1816. In Orlando, we use ILeftMyStuff.com to help you retrieve any lost items. If you think you have left something behind on your Orlando vacation, report a lost item. For all other destinations, please contact our Guest Services Team.

What will we be responsible for when we check out?

We just ask that you lock all windows and doors.

How many people are allowed to stay in each home?

Occupancy may not exceed what is posted for each home, town home or condo. Maximum occupancy includes infants and children.

The following outlines the typical maximum occupancies for each home, unless otherwise posted. You can find the maximum occupancy listed on the property page for each individual property.

  • 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
  • 8 bedroom sleeps maximum of 18
  • 9 bedroom sleeps maximum of 20
  • 10 bedroom sleeps maximum of 22
  • 14 bedroom sleeps maximum of 30

Are the pools heated?

For homes with a pool and/or a spa, All Star offers free pool and spa heat with any applicable reservation.

You will receive a pool heat addendum with your confirmation package, which states that pool heaters have electrical/mechanical components that can sometimes break. We will do everything in our power to rectify any problems with malfunctioning equipment as quickly as possible.

Community pools are heated when the temperature dictates the need.

Do you allow pets?

Although we at All Star are pet lovers, we cannot allow pets in our vacation home properties in Orlando, Captiva or Sanibel locations.

Is there air conditioning and heat?

All of our vacation homes, town homes and condos have air conditioning and heat.

Is there a fully equipped kitchen in the vacation homes, town homes and condos?

Yes, every vacation home, town home and condo has a fully equipped kitchen. Please refer to each individual property page for a specific list of kitchen and home amenities.

Is there a telephone at the vacation homes?

Yes, there is a telephone at every vacation home, town home or condo. Local calls are free and long distance calls may require a calling card or credit card number for usage. The telephone number to the property will be provided upon arrival.

What is considered a suite or master bedroom?

A suite or master bedroom will have a king or queen-sized bed, TV, nightstand, dresser or chest or armoire and private access to a bathroom. Some suites may also offer additional bathroom access from the hall.

Are linens and towels provided?

Yes, there are linens and towels provided in each home. All bedding is provided and towels are supplied at twice the maximum occupancy. Note: Beach/pool towels are not included with our condos unless otherwise indicated.

Are the vacation homes cleaned daily?

No, our homes are cleaned before your arrival and after your departure. You can request a mid-stay clean at an additional charge.

A mid-stay clean includes washing all sheets and towels, cleaning the bathrooms and kitchen area, vacuuming and dusting, sweeping and mopping, and refreshing your starter paper products.

Are there cleaning supplies?

We do not leave any chemicals in the home but there is a mop, broom, dustpan, vacuum, iron and ironing board in the property. Our homes also include a washing machine, dryer, dishwasher and starter products.

Starter products:

  • Two garbage bags
  • Two rolls of toilet paper per bathroom
  • Hand and shower soap
  • Shampoo and conditioner
  • Body lotion
  • Tissues
  • One travel-size dish detergent
  • One travel-size box of laundry detergent

*Additional supplies or replenishments to those listed above will be the responsibility of the guest.

Are the properties non-smoking?

Yes, all of our properties are non-smoking. Smoking is permitted outside of the property only.

Are there any handicap accessible properties available?

Yes. Please contact our Reservations Team for a list of handicap accessible properties.

Is parking available for multiple cars, RVs, buses or trailers?

If you and your group will be arriving with more than two vehicles, or any oversized vehicles, please call our Guest Services Team in advance of your arrival to inquire about the parking availability for the home you have rented. Also, please inform any guests who might be visiting for the day or evening that parking is very limited. Typically, parking is not available at the properties for RVs, buses or trailers.

Please contact our Reservations or Guest Services teams if you need to make specific parking arrangements.

What is the difference between 5-Star, 4-Star and 3-Star homes?

Our vacation homes in Orlando and Sanibel & Captiva Islands are rated as 5, 4 or 3-Star properties based on their size, location and the décor and amenities they offer.

5-Star vacation homes are the most luxurious selection of homes that All Star offers. These beautiful homes feature amenities such as spacious floor plans, large private pools and state-of-the-art electronics like: large flat-screen HDTVs, deluxe home theaters, high-tech game rooms, the latest video game systems, computers or tablets with Wi-Fi Internet access and more. Additional deluxe amenities like themed bedrooms, formal dining rooms, multiple living areas and specialty décor are available in select 5-Star homes.

4-Star vacation homes include upgraded homes with lush décor plus amenities like private pools and spas – many are located in resort communities that feature clubhouses, resort pools and playgrounds and provide choice in-home amenities like game rooms, themed bedrooms, computers and more.

3-Star vacation homes feature amenities like private pools and spas, bedroom suites and fully equipped kitchens – all in one value-priced vacation home package. 3-Star homes are available in a variety of floor plans and communities to accommodate your travel needs.

Our vacation condos and town homes are also rated 5, 4 and 3-Star based upon size, décor and amenities offered.

Is this a timeshare offer?

We are not in any way affiliated with timeshares. The homes, town homes and condos are owned by individual investors and we manage them on their behalf. You are never required to sit through a presentation. However, if you are interested in owning a vacation home, we would be happy to discuss it with you.

How long has All Star been in business?

All Star Vacation Homes was established in 1998. We are members of local, state and national vacation rental managers’ associations; tourism groups; chambers of commerce; and other groups. Learn more about our affiliations & partners.

Is All Star licensed?

Yes, we are licensed in Florida as a lodging provider and each home is licensed by the state to be rented as a short-term rental property.

What are your office hours?

Our office hours are from 8 a.m. to 11 p.m., Monday through Sunday.

How close are the homes and condos to area attractions?

In Orlando, All Star’s vacation homes are as close as 3 miles to Walt Disney World® Resort and a short drive to other theme parks, restaurants and shopping. In Sanibel & Captiva Islands, our homes are either beachfront or walking distance to the beach. Each vacation home’s property page includes a map indicating its specific location.

Is there shopping nearby?

Yes, all of our homes are located convenient to grocery stores, drug stores, retail shops, local eateries and national restaurant chains.

Is there transportation to theme parks and other attractions?

Contact our Guest Services Team at 800.592.5568 to discuss the options available in your vacation home destination.

Free Car Rental

Get a FREE car rental with any reservation of 7 nights or longer in select homes. Or choose an instant rebate instead.*

Easy Payments

Once you’ve reserved a home, make payments that fit your budget and schedule. No interest. No fees. No worries.

Free Wi-Fi

Every vacation home rental and condo has FREE Wi-Fi. Stay connected on your favorite devices, or post a vacation selfie.

Free Pool Heat

Enjoy your home’s pool area year-round. Pool/spa heat is FREE with every reservation – just because we like you.

*Subject to terms & conditions.