Shorewood Real Estate Rental Inc.
Policies and Procedures

Addendum to Vacation Rental Agreement - 
Policies and Procedures Revised February 15th, 2021 


Our vacation rental properties are individually owned and reflect each owner’s tastes.  We cannot make substitutions or provide refunds upon your arrival. 

1. ARRIVAL 
Check in begins after 4:00 PM on the day of your arrival. DO NOT EXPECT TO CHECK-IN EARLY; however, should your property be ready prior to 4:0PM, you will receive a text message stating your property is ready. Check in at Shorewood Real Estate, unless stated otherwise. Please plan driving time to arrive after 4:00PM. During holidays and busy seasons: Check-in time for your property may be later than 4:00PM due to the extra housekeeping and maintenance workload. We appreciate your patience and understanding as we prepare your property for you.

2. DEPARTURE 
Check out begins at 10:00AM OR EARLIER. Check out time is promptly 10:00. Depart on time so that the unit can be cleaned, sanitized, and inspected for the next rental guest. 

3. LATE ARRIVALS: 
Shorewood Real Estate’s business hours are Monday-Sunday 9:00AM-5:00PM.  (Off Season Sunday Hours 10:00AM-2:00PM). Late Arrival Check-Ins will pick up key packets at our office in the front corridor of our building, unless stated otherwise. CALL OUR OFFICE TO CONFIRM YOUR LATE ARRIVAL.

4. AFTER HOURS EMERGENCY (252) 354-4892 
This phone line is monitored after hours. You must leave a message and your call will be returned as soon as possible.  After Hour Emergency calls are defined as anything that places the Tenant or Property in danger. Malfunctioning A/C, WiFi, TV, Technical Issues, Minor Plumbing Issues, DO NOT constitue as an “After Hours Emergency” and will be addressed the following business day. 

EMERGENCIES 911
Emerald Isle Police Department(252) 354-2021
Emerald Isle Town Hall (252) 354-3424
Carteret Health Care (Hospital) (252) 499-6000
Med First Primary & Urgent Care (252) 354-6500

5. CHECKOUT PROCEDURES 

a. Failure to comply with the check-out procedures listed below will result in a minimum charge of $75.00 to the card on file.

i. Wash all dishes and put back neatly in cabinets.

ii. Remove all food from cabinets and the refrigerator/freezer.

iii. Make sure all furniture and furnishing are in original locations.

vi. Remove ALL trash from the property and place outside in the receptacles.

v. Remove linens (fitted sheet, top sheet, pillowcases) from beds. Place towels and linens in linen bag.

vi. Lock all exterior windows and doors.

vii. Make sure all appliances are OFF.

viii. Check closets, bathrooms, under beds and other furniture for personal items prior to leaving.

ix. Leave home broom clean.

x. Pick up and discard pet waste.

xi. Return all keys and gate cards/parking passes to Shorewood Real Estate.

xii. REPORT any maintenance needs or damages.


b. Charges for lost items listed above are as follows and will be charged to credit card on file.

i. Keys $5.00/each

ii. Gate Cards $50.00/each

iii. Parking Passes $25.00/each


6. PAYMENT REQUIREMENTS
a. If booked over the phone or in person, the initial payment (advance required) is due 24 hours from the date reservation is placed and is equal to ½ of the base rental rate, travel insurance premium (if elected) and the VRPP Fee (if elected).  
b. If booked online, the initial payment (advance required) is due at the time the reservation is placed and is equal to ½ of the base rental rate, travel insurance premium (if elected) and the VRPP Fee (if elected).  
c. Payment methods for the first payment are Visa/Mastercard/Discover/AMEX or E-check.  Final payment is due 45 days prior to your arrival date.  Personal checks, E-checks, Discover, Visa/Mastercard/AMEX are accepted for final payment.  
d. For “last minute “reservations, defined as an arrival date 45 days or less from booking date, payment is due in full within 24 hours of booking over the phone or in person, or due in full at the time the reservation is placed online, and payable via Mastercard/Visa/AMEX or Discover. 


Note: Personal Checks are only accepted if there are at least 30 days prior to your arrival date. 

7. DISCOUNTS
Select properties may participate in discounted rates or other promotions.  These discounts/promotions are subject to change and/or expire without notice.  Discounts cannot and will not be combined. All homes are individually owned, and induvial property owner must approve all discounts advertised or negotiated by Shorewood Real Estate. To receive Military Discount, the reservation must be in the name of the Active or Retired Military Personnel, share Branch of Service, DOD ID# and must be the one making payment for the reservation. 

8. GENERALI/CSA TRAVEL PROTECTION 
Vacation Rental Travel Insurance has been made available with your reservation. Vacation Rental Travel Insurance provides coverage for prepaid, nonrefundable expenses due to certain unforeseeable circumstances that may jeopardize your vacation investment and force you to incur unplanned expenses. We strongly recommend you purchase this valuable protection. Separate terms and conditions apply, read Description of Coverage/Policy carefully and contact GENERALI/CSA at (800) 874-2442 with coverage questions. Travel Insurance cannot be added to a reservation after reservation is paid in full. No refund will be made in the event of a mandatory evacuation if a guest does not purchase the GENERALI/CSA Insurance.

9. TAXES 
NC Sales Tax is 6.75%, Carteret County Occupancy Tax is 6% and is added to all rentals less than 90 days. The total tax rate is currently 12.75%. These rates are as of the time of printing of agreement. Tenant will be responsible for the taxes due at the time of tenancy. Taxes will be disbursed upon termination of the tenancy or material breach of the agreement.

10. DAMAGE TO THE PROPERTY
Report any damage that occurs during your stay. If you do not report the damage right after it happens or upon checkout, or the damage is adamantly denied, then it will be considered non-accidental damage and you will be responsible for paying for repairs or replacements. Tenant is responsible for any damage due to willful negligence on leased property. Tenant will be notified in writing and Tenant agrees that charges can be processed on Tenant's credit card or Tenant agrees to send payment within 10 days of notification. 
See 2. SECURITY DEPOSIT of Vacation Rental Agreement, above, for description of accidental damage protection options. 
a. VACATION RENTAL PROTECTION PLAN – One Time Non-Refundable Fee
Accidental damages must be reported to Shorewood Real Estate, in order for Vacation Rental Protection Plan (VRPP) to provide coverage. No co-pay required. Proof of Loss Form must be filled out, signed by tenant, and provide copy of Identification.
b. SECURITY DEPOSIT – Deposit that is Refunded, less damages

Damages reported by tenant or found after departure are deducted from security deposit. If damages exceed Security Deposit, Tenant agrees that charges can be processed on Tenant's credit card. Remaining balance of security deposit is refunded to original payment method within 45 days of departure.


11. FAMILY GROUPS ONLY
Shorewood Real Estate, Inc. has the right to terminate rentals without refund if in our opinion the renter is detrimental to the property. No house parties. No college or teen groups, even if chaperoned by an adult.  According to section 42A-23of the Vacation Rental Act, a tenant may be evicted in an expedited eviction proceeding if the tenant does any of the following: Holds over possession after his or her tenancy has expired. Has committed a material breach of the terms of the Vacation Rental Agreement that, according to the terms of the agreement, results in the termination of his or her tenancy.  Fails to pay rent as required by the agreement. Has obtained possession of the property by fraud or misrepresentation.

12. VACATION ESSENTIALS 
When packing plan to bring towels, bed linens, kitchen towels (if not already included with your reservation), cleaning supplies, paper products, garbage bags, coffee filters, sunscreen, beach towels and beach chairs, (linens, towels, beach gear, porta cribs and highchairs can be rented through our office, if you let us know in advance of your arrival.)

13. NO GRILLING ON DECKS 
Emerald Isle Town Ordinance requires all grilling to be done on concrete, grass, or gravel surfaces away from wooden areas.  Clean grill after each use.

14. LOCKOUT POLICY
If you are locked out of your vacation property during business hours, you may come to our office and check out a key.  After business hours, call our emergency number 252-354-4892. A service call of $35.00 is charged to the tenant for unlocking the unit.

15. REPAIRS AND SERVICE CALLS
Before calling our office be sure that the repair is necessary and not an oversight. Promptly report any inoperative equipment to our office.  We cannot guarantee against mechanical failure of the heating, air conditioning, TVs, cable, WiFi, or other appliances/ amenities. Every effort to have repairs addressed quickly and efficiently will be made.  Our Vacation Rental Homes are individually owned.  We are unable to offer refunds when appliances fail, parts need to be ordered or other repair needs arise.

16. AC/HEAT
During the summer months, DO NOT set the thermostat below 70 degrees as the unit may freeze. Typically, the heat index is 90+ degrees. The AC Systems will not cool the inside of the home to 69 degrees during the day. If the air conditioning is not cooling as quickly as you think it should, give it time to adjust. If a service was ordered and not necessary per the repair person, a service call will be charged to the tenant by charging the credit card on file. When departing during Summer months, leave AC on 74 degrees. When departing during Winter months, leave Heat on 55 degrees.

17. PEST CONTROL
Water bugs and ants are indigenous to Emerald Isle and the Crystal Coast.  If a serious issue is present, contact us to schedule an exterminator.  By keeping the area tidy, trash removed, and food put away, the situation should be remedied until the exterminator arrives.  Should you decide to purchase repellants, a reimbursement for the purchase will be provided with a receipt. 

18. ADDITIONAL BEACH HOUSE AMENITIES  
Swimming pools, hot tubs, spas, whirlpools, elevators, and appliances cannot be guaranteed against failure. Every effort will be made to have them in good working order; however, no refunds or discounts will be made in the event they are inoperable during your stay.  Guests use these amenities at their own risk during their stay.   

19. POOLS/HOT TUBS
Pool/Hot Tub use is "at your own risk" and the guest is responsible for all persons on the property.  You must shower before entering pool/hot tub. All pools/hot tubs are serviced twice a week. Additional service required due to misuse/improper care of pool/hot tub will be charged to guest. Do not sit/lean on hot tub cover. If a hot tub cover is broken during your stay, you will be charged to replace the hot tub cover that can cost over $600.00. Remove cover completely prior to use and place hot tub cover back on hot tub when not in use. 

20. CABLE TV/WIFI/SATELLITE TV  
These items are provided with most of our beach rentals; however, these services cannot be guaranteed to be provided without interruption.  Occasional interruptions of service may occur due to our location.  There are no refunds or discounts for interruption to these services. 

21. LINENS 
Some (not all) houses provide linens with weekly stays (only). Linen packages consist of fitted sheets, top sheets, pillow cases, bath towels, wash cloths, small bath rug/towel, hand towels, and kitchen towels. All houses are equipped with mattress pad, pillow protectors, comforters, and pillows. You may add on linen package (additional cost) if linen package is not provided with your reservation. Read description of home to determine if Linen Package is included. Linen packages are not included with reservation less than a weekly stay. 

22. DOGS
If the property is pet friendly and your four-legged friend comes along, you must remove their droppings from any outside areas. Dogs are not allowed on furniture or beds. Any evidence of dogs on furniture will incur additional cleaning fees. Emerald Isle has a leash law, meaning dogs are to be leashed at any time they are outside, even if their people are beside them. Pet friendly homes are charged a non-refundable pet fee per dog. Read description of home to determine pet fee.

23. TRASH PICKUP
If cans were not rolled to roadside by third party provider, it is guest responsibility to roll trash cans to roadside prior to designated trash collection day. Trash collection may be early in the morning. Prepare to have cans to road side the evening before designated trash collection day. 
Ocean Side: Monday and Friday
Sound Side: Tuesday and Thursday
Town Wide Recycle: Wednesday

24. LOST AND FOUND 
We cannot be responsible for items left behind. However, when items are found and claimed, we will gladly return them to you via USPS COD. A $10.00 handling fee will be added. Unclaimed items will be donated to local charity after 30 days.

25. FOR SALE/RENTS

Sometimes the units, which we rent, are also available for sale.  Shorewood Real Estate reserves the right to show the rented property at a convenient time. When property is transferred, vacation rental tenants will be notified within 20 days advising them of their rights to occupy the property and their rights to receive a refund of any payments made.  Tenants will also be given grantee names and addresses.  Rentals that end 180 days or less after transferred must be honored by grantee.  Shorewood Real Estate shall not be liable for changes to bedding, furnishings or amenities which occur from the transfer of ownership.  Grantee or successor in interest can choose not to honor rentals that end more than 180 days after transfer; a full refund within 30 days is sent to the tenant for payments made.  When landlords interest in property is terminated for any reason, all advance rents and fees are transferred to the successor in interest within 30 days.  If transfer is involuntary, prior to tenancy, all payments must be refunded to tenants within 60 days of transfer.


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