Policies and Procedures
(Addenda to Vacation Rental Agreement) (rev. 9/19/19)
Welcome to The Crystal Coast & Emerald Isle. Please read the rental information carefully. If you have any questions, please do not hesitate to call our reservationists. They are pleased to assist you through the entire process of renting your vacation home. Toll-Free: 1-888-557-0172 or firstname.lastname@example.org.
Shorewood Real Estate complies with the N.C. Vacation Rental Act. (NC. General Statutes Section 42 A-1) for all rental agreements. Shorewood Real Estate, Inc. acts as agent on behalf of the homeowner for vacation rental properties.
Check-In at Shorewood Real Estate
Check-Out at Shorewood Real Estate
Special arrangements can be made for late arrivals. Call us if you will be arriving late. Shorewood Real Estate is open 7 days a week. Our business hours are (In season 9am-5pm) (Off-season 9am-5pm and Sundays 10am-2pm ). Late Arrivals will pick up their key packets at our office in the front corridor of the building. Our office is located at 7703 Emerald Drive, Emerald Isle, NC 28594. Call our office the next morning to confirm your arrival. Rental Department: (252)-354-7873
Making a Reservation
Book Online or Call to reserve the week and rental of your choice. We will then send you a confirmation email stating the unit/cottage you rented, the arrival and departure dates and the amount due. The email will assign you a username, password, and you will find a link to the Guest Portal. Within 24 hours, you will need to log in to the Guest Portal, accept the VRA (Vacation Rental Agreement) and make required payment. This will secure your reservation. (If we do not receive the required payment by the due date, we will be forced to cancel your reservation.) If you are having difficulties meeting that deadline, call us and special arrangements can be made. All Reservations made within 45 days MUST be paid in full within 24 hours of booking. We accept VISA, MASTERCARD, DISCOVER, AMERICAN EXPRESS and E-Check.
The final payment shall be made 45 days prior to your arrival date. You may pay with a personal check if final payment is received 45 days prior to your arrival date. Any payments made within 45 days must be in the form of certified funds or credit card.
Check Out Procedures
Failure to comply with the check-out procedures listed below will result in a minimum charge of $75.00 to the card on file.
· Wash all dishes and put back neatly in cabinets.
· Remove all food from cabinets and the refrigerator/freezer.
· Make sure all furniture and furnishing are in original locations.
· Remove ALL trash from the property and place outside in the receptacles.
· Lock all exterior windows and doors.
· Make sure all appliances are OFF.
· Check closets, bathrooms, under beds and other furniture for personal items prior to leaving.
· Leave home broom clean.
· Return all keys and gate cards/parking passes to Shorewood Real Estate and REPORT any maintenance needs or damages.
Charges for lost items listed above are as follows and will be charged to credit card on file.
· KEYS $5.00/each
· GATE CARDS- $50.00/each
· PARKING PASSES- $25.00/each
If the beds were already made prior to your arrival, you can leave the linens on bed. Pile towels near the main entry door.
If you made the beds, please remove the linens from the beds and put the linens and towels in the bag that was originally provided by Island Essentials.
DO NOT INCLUDE: pillow shams, pillow covers, mattress covers, blankets, and/or bed spreads.
Optional Trip Cancellation/Interruption Insurance
Shorewood Real Estate Inc. offers CSA Travel Cancellation/Interruption Insurance to every guest. CSA is authorized by the North Carolina Department of Insurance. CSA insurance is optional but is strongly recommended. No refund will be made in the event of a mandatory evacuation if a guest does not purchase CSA Insurance. For any questions concerning the Travel Insurance, please call CSA directly at 800-554-9839.
"VRPP” (Vacation Rental Protection Plan) Insurance or Damage Security Deposit
The VRPP Plan is an optional product available to you. The Cost is $35.00 and Non-Refundable. Purchasing the VRPP Plan includes insurance for accidental, reported damage due from inadvertent acts or omissions to the rental property up to $3000. The VRPP Plan also includes assistance services. VRPP may not be available for all units. Please check with your Reservationists. For a full description of the plan including exclusions, please refer to the Evidence of Coverage detailing the terms, conditions and responsibilities of the tenant and Shorewood Real Estate, Inc. If you do not receive an Evidence of Coverage upon purchase of the plan, contact Shorewood Real Estate, Inc. for a copy. Purchasing VRPP in lieu of a security deposit Does Not Negate your Responsibilities as a tenant. All damages must be reported prior to departure. If you decide not to purchase VRPP, a security deposit will be added to the final balance. Payment for VRPP will not be accepted after the guest occupies the unit. The units are carefully inspected after each rental. Shorewood Real Estate, Inc. receives compensation for offering VRPP. Some properties do not participate in the VRPP Insurance Plan. If you do not choose VRPP, a Damage Security Deposit of $300 will be collected. (The deposit is returned within 45 days provided there are no damages or missing items & all keys and/or gate cards/car I.D. tags and swim tags are returned to Shorewood Real Estate, Inc. (Amounts may be withheld to repair damages, replace missing items or reimburse owner/agent for expenses resulting from a violation of the agreement or additional charges to account.) VRPP Plan insurance is provided by Virginia Surety Company, Inc.
Cancellations must be in writing. In the event of a cancellation by tenant, tenant shall receive a refund of all payments made by tenant, less an administration fee of $100.00, If the premises are re-rented on the terms set forth. If the premises are not re-rented on the terms set forth, tenant will not be entitled to a refund of any rent payment made here under. Tenant rather than Agent, shall be responsible for seeking reimbursement of any fees paid by the tenant to agent for goods, services, or benefits procured by agent from third parties for the benefit of tenant that may have been paid out prior to tenant's cancellation.
Off-Season Late Departures
Guests may be able to depart late from vacation rentals providing there are no guests checking in. The charge for a late departure is $30.00. Please confirm the availability with your reservationists.
Some of our vacation rentals provide linens and towels. If you have chosen a rental which does not, you may rent linens through our office or bring your own. Please place orders 2 weeks in advance. When packing plan to bring beach towels, kitchen towels, cleaning supplies, paper products, garbage bags, coffee filters, sunscreen, beach towels and beach chairs.
North Carolina law prohibits grilling on decks and balconies of rental properties. Grilling is permitted on concrete or stone surfaces away from wooden structures. If grills are provided with the vacation rentals, the rental guests are responsible for cleaning the grill. Grills (gas or charcoal) can be rented through our office.
No Teen Groups/House Parties
Shorewood Real Estate, Inc. has the right to terminate rentals without refund if in our opinion the renter is detrimental to the property or rented the unit under false pretense. No college or teen groups, even if chaperoned by an adult.
Most of our properties have telephones. Long- distance calls are blocked on all vacation rental properties. Please use a calling card when making long-distance calls.
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 plus a $10.00 handling fee. Unclaimed items will be donated to local charity after 30 days.
No Pets!/No Smoking!
No pets allowed unless advertised differently. No smoking designation must be honored. Units are sometimes owned and/or rented by allergic individuals. (Pets or smoking in a non-designated unit will result in an immediate eviction.)
Partial Stays ~ 3 Night Minimum
Some owners of our Vacation Rental properties choose more than 3 rates and/or a Holiday Rate. Some owners allow 3-night minimums off-season or during season if the unit is not booked by the Wednesday proceeding the desired arrival. Call for the per diem rates. Some cottages and condos are available for the winter months at special rates.
North Carolina sales tax is 6.75% and is added to all rentals of 90 days or less. The Carteret County occupancy tax is 6%. The total tax added to all rentals is currently 12.75%. These rates are as of time of printing. 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.
If you are locked out of your vacation property during business hours, you may stop by our office and check-out a key. After business hours, call our emergency number 252.354.4892. A service call of $25.00 is charged for unlocking the unit and is due and payable when service is rendered.
Repairs and Service Calls
Before calling our office be sure that the repair is necessary and not an oversight. If the air conditioning is not cooling as quickly as you think it should, give it time to adjust. It may have been turned off prior to your arrival. Do not set the AC to a temperature lower than 70, as the unit may freeze. 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. Please report any inoperative equipment to our office. We will make every effort to have the repairs done quickly. Most issues can be resolved within a 24-hour period. 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.
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 repellents, a reimbursement for the purchase will be provided with a receipt.
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. We are unable to offer refunds for interruption to these services.
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.
"After Hours" Emergency Calls
After hour emergency calls are defined as the following: Anything that places the Tenant or Property in danger. Malfunctioning air-conditioners, telephones, minor plumbing problems etc. do not constitute an Emergency. Leave a message on Shorewood Real Estate’s office voice mail and a maintenance work order will be issued the following morning. For "After Hours" Emergencies call 252.354.4892. Emergency calls will be answered and responded to in order of importance.
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:
1. Holds over possession after his or her tenancy has expired
2. 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.
3. Fails to pay rent as required by the agreement.
4. Has obtained possession of the property by fraud or misrepresentation.
Driving on the Beach
The Town of Emerald Isle allows vehicles on the beach from September 15 through April 30, except during Easter week. A permit is required and is obtainable through Emerald Isle Town Hall 252.354.3424.
Pedestrian access areas to the ocean and sound are located about every 500 feet. Some are boardwalks and others are sandy paths.
Public Parking/Beach Access
Emerald Isle has two regional oceanfront beach accesses with bath house and shower facilities. The East ern Access is located on Islander Drive. The Western Access is located on Park Drive.
All Properties are Individually Owned
All of our vacation properties are individually owned and reflect each owner’s tastes. If you have specific standards or requirements regarding your vacation rental, we advise you to personally view the unit prior to placing a reservation. We cannot make substitutions or provide refunds upon your arrival. All information is believed to be accurate. We cannot be held responsible for changes made by the owners after printing of the catalog.
In searching for a vacation rental property that meets the occupancy needs of your family; you will find that many of our properties offer several different bedding options. However, when considering your occupancy needs, please note that the NC Commission for Health Services (Laws and Rules for Sewage Treatment and Disposal Systems) states that one bedroom is designed for maximum of two people. For example, a 3-bedroom unit would accommodate no more than 6 people.
Every effort has been made to ensure that the information in this brochure is accurate. Some descriptions may not reflect changes to, or new information about, rental homes after this brochure was printed. We suggest that you view our website for the latest and up to date information.
Due to state regulations regarding septic permits, some information presented may be inaccurate as the availability of these permits is limited. Every effort has been made to ensure all information is accurate and specific guidelines of the Carteret County Health Department have been followed. Our realty firm shall not be liable for unintentional errors, omissions, or changes in the advertisement of bedrooms and occupancy. The information herein is believed to be accurate and timely, but no warranty as such is expressed or implied.
Departure Cleaning Service
All of our properties are inspected prior to your arrival, however if you feel the property is not cleaned to your specifications, please let us know within 24 hours of your arrival and we will send housekeeping to rectify any discrepancies. There will be no refunds given for housekeeping related issues. Any extra cleaning required upon your departure, above and beyond the norm, will be billed to you. If you are vacationing for more than one week, you may request additional housekeeping services by calling our office, (252) 354-7873.
Next Year, Same Time ~ Same Place?
If you are interested in renting the same property and week next year, please stop by our office during your vacation week or call to reserve (252.354.7873). A holding number will be issued at that time. Contracts will then be mailed out in the fall requiring a deposit. Due to the limited time at Check-Out , we do not accept reservations at that time. Homeowners reserve the first right of refusal with all weeks that are tentatively reserved.
Vacation Properties Listed for Sale
Occasionally the property for which you have rented may be for sale. This property may need to be shown. You will be contacted to coordinate a convenient time that the property can be shown.
Swimming Pools & Fireplaces
Swimming pools in Condominium complexes are generally open from Memorial Day to Labor Day. (Some complexes may extend that season if weather permits). Some Private Pools are heated during the off-season at a cost to the Rental Guest, please consult your Reservationists regarding those properties. Fireplaces are not to be used during the Summer Months (May-September).
Central Air/Heat~Heat Pumps
Most of our properties are heated and cooled with Heat Pumps. Cooling: The thermostat should be set between 70 and 75 degrees- Auto/Cool . Be sure not to set below 70 degrees or the unit will freeze up and will not cool properly. On extremely hot days the heat pump may only cool to a 10 to 12-degree differential. Heating: The thermostat should be set between 65 and 70 degrees-Auto/Heat. Misuse may result in an additional charge.
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