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Guest FAQ

Making Your Reservation
How can I book a vacation rental?

You can choose to book online at CarolinaRetreats.com 24 hours a day, 7 days a week!  You can call one of our Vacation Planners at 844-567-9779 during our listed operating hours or send an email to Info@CarolinaRetreats.com.

What happens after I book online?

After submitting an online reservation request, you will immediately receive an email giving you an overview of the reservation and your booking details. If you have requested a dog-friendly house and will be bringing dogs, please be sure to notify our Vacation Planners so that your reservation can be adjusted accordingly - simply send an email or text detailing your name and reservation information and notes on your canine companion!

When is my Reservation Confirmed?

Your request is not finalized until one of our Vacation Planners has personally verified your information. Once the verification has been completed, within 24 hours after booking your request you will receive your ESign email - you will need to complete and submit the ESign document.  You may give authorization on your ESign to charge your card of record, if you have a card on file, or you may use our secure Guest Portal to make your payment(s) due. Once we receive your completed ESign and your payment as needed has been received, your reservation request is Confirmed! 

How do I sign my lease agreement?

Within 24 hours after booking your request you will receive your ESign email - you will need to complete and submit the ESign document.  You may give authorization on your ESign to charge your card of record, if you have a card on file, or you may use our secure Guest Portal to make your payment(s) due. Once we receive your completed ESign and your payment as needed has been received, your reservation request is Confirmed! 

Do you accept partial week stays?

Yes!

  • Not all homes allow partial week stays - those that do have that designation in their Amenities and their decriptions, indicating Partial Week Getaways permitted.  Partial Week Getaway specifics for that home are listed in the home's description.

  • Advance Partial Week Getaways are generally permitted November - March excluding holiday weeks with a minimum of 3 nights stay with any arrival and departure day of the week, unless the home's description states otherwise. You may search for availability, get a quote, and make a reservation request for Advance Partial Week Getaways on our website!  As always, you may email or call for details, questions, and to book if you prefer!

  • Last Minute Partial Week Getaways are generally permitted April - October and holiday weeks within 10 days of arrival only with a minimum of 3 nights stay within the home's assigned arrival and departure day of the week, unless the home's description states otherwise. You may search by the week for availability on our website. You can see a quote for a weekly stay for the week you choose - however, due to the last minute nature of these getaways during more popular times of year, you are not able to get a quote or make a reservation request on our website. Please send an email or give us a call to inquire!

 

Do you offer monthly rentals?

Absolutely! 

We do manage homes that offer monthly stays during October - April.  This is generally for 3+ month stays during that time. Homes that may be available for these monthly stays indicate in the home's description: "Home may also be available for monthly rental October - April. Inquire for details."  To obtain details, please complete the request for info on the home's web page, send us an email, or give us a call!

What is your pet policy?
PET POLICIES & INFORMATION

Topsail Island, Pleasure Island, and Oak Island each offer miles of pet friendly beaches for canine family members! Carolina Retreats Vacations manages a large selection of dog friendly vacation rental homes. Individual house descriptions indicate if dogs are allowed and if so, the number of dogs or any limitations of dogs allowed. Premises that allow pets only allow friendly, housebroken, flea free dogs over 12 months old that are on a veterinarian approved monthly flea/tick treatment and prevention program. Birds, cats, and all other pets are prohibited.

Families that bring dogs are required to follow Carolina Retreats Vacations' pet policies and pay non-refundable pet rent for each dog as applicable with their reservations.

CAROLINA RETREATS VACATIONS PET POLICIES

Each vacation home description indicates if dogs are allowed in the vacation home and on its premises. The maximum number of dogs allowed and the pet rent per dog per reserved week is indicated in the description. Unless otherwise indicated in the description, partial week pet rent is pro-rated per dog based on weekly pet rent. Pet rent is typically per dog per week reserved unless detailed otherwise in the home's written description on the website.

A "No Pets Allowed" or "No Tenant Pets Allowed" stipulation means tenants shall not bring any type of pet to the house.

A "No Pets Allowed" stipulation means no pets are allowed in the vacation home or anywhere on its premises at any time.

A "No Tenant Pets" stipulation means tenants are not permitted to have pets in the vacation home or anywhere on the premises at any time, but the homeowners may have pets with them when they are at their vacation home.

Please note that unauthorized pets or unpaid pet rent shall result in eviction, and/or at Carolina Retreats Vacations' sole discretion double pet rent per dog plus tax per reserved week payable on demand.

Families that bring dogs are required to follow Carolina Retreats Vacations' pet policies and pay non-refundable pet rent for each dog as applicable with their reservations.

  • Pets are not permitted on furniture.  
  • We understand that many dogs naturally shed - guests should take steps to remove pet hair from the interior of the home prior to Check Out. We recommend bringing a lint pick-up tool or lint brush to maintain the interior.  Homes provide vacuums for guest use as well.
  • If any accidental damages occur such as carpet stains or damage to walls or floors, please notify Carolina Retreats Vacations without delay.  Unreported pet damages may result in charges to guests.
  • It is the guest's responsibility to properly dispose of dog solid waste on and off the premises. The proper method to dispose of dog solid waste is to use a dog waste bag, tie it up, and place it in the outside trash cart/bin.  Please note that if any area on premises needs additional cleaning or handling as a result of improper disposal or lack of disposal of dog waste, the guest will be charged a fee of $250 fee plus tax.

ISLAND PET REGULATIONS

There are leash laws and "pooper scooper" laws in the towns on each island. All dogs must display a current rabies vaccination tag and an identification tag. Please review the town ordinances and regulations when you're considering including your four-legged companions in your vacation plans:

Topsail Island:

Pleasure Island:

Oak Island:

These ordinances are enforced even though they may be less restrictive than those in other beach towns. Failure to follow these laws could result in a civil citations and additional charges.

ISLAND PET SAFETY

Please keep in mind that while the beach is a great place to have fun with your dog, there are safety concerns to consider:

  • When heading to the beach, make sure your dog has on a collar with proper identification and contact information. Don’t forget to bring a leash, a poop bag, a water bowl and fresh cool water, and sun protection for your dog.
  • Make sure your dog doesn’t get too hot, thirsty, or tired.
  • Hot sand and pavement – While we can keep our feet cool in our flip flops, dogs don’t have this protection. The sand, pavement, and sidewalks can be extremely hot for your dog during the summer months.
  • Water from the ocean or sound – Make sure your dog doesn’t drink water from the ocean or sound. Drinking ocean and sound water can lead to stomach upsets and dehydration due to the high salt content.
  • Provide a shady resting spot for your dog. Dogs can get sunburned, especially ones with short or light colored hair with pink skin. Talk to your veterinarian about using sun block on your dog.
  • Keep a close eye on your dog to make sure he doesn’t bother other dogs or people. Make sure your dog doesn’t play with things that may be harmful to him like fishing lines and hooks, dead fish, and jellyfish.
  • Let your dog dig in the sand as long as he doesn’t throw sand on people. Make sure you fill in the holes before you leave the beach. People have been seriously injured by falling into holes on the beach.
  • Sand spurs and cacti – Sand spurs and cacti are indigenous to our region and are a safety concern for everyone. These plants are not poisonous but can give an unpleasant and unexpected stick as the spikes on these plants are painful when they pierce the skin. Check for spurs or cacti on your dog’s paws, legs, and fur.
  • Always clean up waste. Follow town ordinances on waste disposal. We want to make sure to keep the water and beach clean! Fines and citations may be accessed for failure to follow proper disosal procedures.
  • When your beach outing is over, bathe or rinse your dog with fresh water. The salt in the water in the ocean and sound can be harmful to a dog’s coat.
PET HEALTH CARE and EMERGENCY CARE:

Surf City Pet Hospital
910-329-4700
13775 NC Hwy 50 #503
Holly Ridge, NC 28445-6950

Paws and Claws Animal Hospital
910-399-3768
5333 Oleander Dr
Wilmington, NC 28403

Animal Emergency and Trauma Hospital
After hours emergency clinic
910-791-7387
Wilmington, NC

Animal Poison Control Center
888-426-4435

 

How can I book for next year?

· Advance Requests are offered for the convenience of tenants that wish to request in advance a specific house for specific dates during the next calendar year.

· Requests may be made seven days a week.

· A non-refundable Advance Reservation administrative fee is charged for each requested week.

· The tenant renting a home in the present year has priority status for the same approximate dates in the house next year if they make their Request on or before the last day of their stay this year.

· Dates are available for Requests to be booked by the public beginning the Monday following the tenant's checkout morning at 9:00 AM ET or the succeeding Monday morning, whichever is applicable.

· You may make your request online with an Advance Reservation Request or you may call us to make your request. After making the request, you will be required to pay the Advance Reservation Request Fee.

· An Advance Request does not guarantee the rental season or the availability of a home or its rental rate for the next calendar year. The availability of a home for rental, the rental rate, and changes to a home or its amenities and furnishings, are established solely by the homeowner. Any displayed rate information for the next year is an estimation only and is not definitive until the guest receives the next year’s vacation rental agreement which is not provided prior to December for the upcoming year’s stay.

· Requests may be changed to another available date in the same house one time at no additional charge. Any additional date change or any house change requests would require the tenant to make a new Advance Request and pay an additional fee per week. Requests are not transferable.

· If a tenant does not wish to make an Advance Request, we begin accepting reservation requests January 2nd of the following year.

· Guests with paid Advance Reservation Requests will be contacted after August 31st during the current year for the next year with instructions on how to proceed with their requests.

 

Do you offer any Specials or Discounts?

We do! Homes offering discounts or specials are listed here: Homes offering Specials 

Payment Policies
How do I make a payment?

If your check-in date is within the next 30 days and arrival is within the next 2 weeks: Your completed Vacation Rental Agreement and full payment are due within 24 hours via electronic completion of agreement and full payment via MasterCard, Visa, American Express, or Discover credit card via our secure Guest Portal Make a Payment section. E-Checks, personal checks, and business checks are not accepted within 30 days of arrival. You may elect on your Vacation Rental Agreement to give authorization to charge your card on file, if you have a card on file.

If arrival is more than 2 weeks away but less than 30 days: Your completed Vacation Rental Agreement and fully payment are due 72 hours after booking via electronic completion of agreement and full payment via MasterCard, Visa, American Express, or Discover credit card via our secure Guest Portal Make a Payment section. E-Checks, personal checks, and business checks are not accepted within 30 days of arrival. You may elect on your Vacation Rental Agreement to give authorization to charge your card on file, if you have a card on file.

If arrival is in more than 30 days: Your completed Vacation Rental Agreement and Initial Payment (approximately 1/2 of the total) are due 72 hours after booking via electronic completion of agreement and payment via E-Check (preferred) or MasterCard, Visa, American Express, or Discover credit card via our secure Guest Portal Make a Payment section. The remaining balance will be due 30 days prior to arrival via this same method.  You may elect on your Vacation Rental Agreement to give authorization to charge your card on file, if you have a card on file.

Why is a Credit Card required when booking online?

At the time of booking, a valid, active credit card is required to hold your reservation, but is not used to make any payments at that time. The information is immediately tokenized and stored securely and will be charged only if you give permission to do so or if there are any damages and/or problems not covered by or in excess of the Guest Accidental Rental Damages coverage, or for any Vacation Rental Agreement violations including but not limited to, failure to follow check-in and check-out procedures. You will have the opportunity to review the Vacation Rental Agreement in detail prior to making any payment or authorizing any payment.

What payment methods do you accept?

E-Check is our preferred payment method and is available to guests paying more than 30 days prior to arrival.  Within 30 days of arrival, payments must be made via Visa, MasterCard, Discover and American Express credit card. Cash payment upon arrival is not permitted. 

Cancellations and Transfers
What is your Cancellation Policies?

If you have made a reservation request but have not yet completed your Vacation Rental Agreement (E-Sign Document) and/or made any payment, you may cancel by sending an email to Info@CarolinaRetreats.com detailing your reservation information and your desire to cancel. 

If you have made a reservation request and have signed your Vacation Rental Agreement (E-Sign Document) and/or made a payment: Guest initiated reservation cancellations must be confirmed in writing by the guest to Info@CarolinaRetreats.com prior to arrival day/time. The guest is responsible for verifying that the cancellation letter has been received by Carolina Retreats Vacations. Upon receipt of written confirmation of the guest’s cancellation, Carolina Retreats Vacations will attempt to re-rent the premises. If the premises are re-rented for entire term of the agreement at no loss to the Owner and Carolina Retreats Vacations and the newly booked guest's payment has cleared, the cancelled guest's payments will be refunded less the non-refundable fees and taxes. If the property is re-rented for only a part of the original rental period, the only refund due to the canceling guest are those funds in excess of the original rental rate, less a cancellation fee. If the rental rate has been negotiated to a lower rental rate, guest is only refunded any amount in excess of the original rent minus the cancellation fee. All cancellations will be charged the reservation fees, cancellation fee, fees owed to third parties, and all applicable taxes. If guest has purchased the Trip Cancellation Insurance, premium is non-refundable. Refunds will be payable to the guest within 30 days after the subsequent re-rent payment has cleared our accounts. Guest will only be entitled to reimbursement of any fees paid to Carolina Retreats Vacations for goods, services, or benefits procured by the Carolina Retreats Vacations from third-parties for the benefit of guest that have not been paid out prior to Carolina Retreats Vacations receiving the written notice of cancellation. TRIP CANCELLATION INSURANCE IS HIGHLY RECOMMENDED TO PROTECT AGAINST UNEXPECTED EVENTS.

Can you transfer your reservation to another property?

As each home is individually owned, a transfer from one home to another home cannot be accommodated and any request to do so would be considered a Cancellation.

A one-time transfer may be requested from one week to another within the same property only and must be within the same calendar year. Transfers may be requested via email a minimum of 30 days prior to arrival at Info@CarolinaRetreats.com and require prior approval by Carolina Retreats Vacations and possibly the individual owner of the property. Transfers which occur from a higher rental rate to a lower rental rate will remain at the charge of the higher rental rate.  Transfers from a lower rental rate to a higher rental rate will be charged the higher rental rate.  A transfer fee plus applicable tax would also apply. All other transfers are considered cancellations. 

Termination of Reservation

We reserve the right to refuse rental, not allow check-in, or to terminate occupancy if, in Carolina Retreats Vacations' professional opinion, the occupancy may be detrimental to the property, premises or vacation rental company. No refunds will be given if occupancy is not allowed or terminated as a result of rental regulation violation or if the reservation was obtained under false pretenses.

What is your Hurricane Policy?

If you are staying on Topsail Island or Pleasure Island, when there is an approaching hurricane, you should call the local Town Hall or Police Department for information regarding mandatory evacuation plans:

If there is a mandatory evacuation, tenants must promptly comply with the evacuation order and take all their possessions (including all food) with them since re-entry cannot be guaranteed. Follow Check-Out instructions provided. If you checked out keys, please return them to the office.

Carolina Retreats Vacations does not offer refunds in the event of a hurricane evacuation or other events covered by Red Sky Travel Insurance (see www.SunTripPreserver.com or call 866-889-7409 for details). We highly recommend purchase of travel insurance to protect your vacation investment.

Travel Insurance
Why should I buy Red Sky Travel Insurance?

To make sure you have a relaxing, worry-free vacation Carolina Retreats and our affiliates offer Red Sky Travel Insurance to cover numerous events including illness, injury, or death of tenant or a family member; hurricanes; and other defined perils. Red Sky Travel Insurance charges are shown on the Vacation Rental Agreement. We highly recommend purchase of the insurance so you may be financially reimbursed in the case of unexpected and covered events. For more information visit https://www.trippreserver.com/products/sun-trip-preserver/ call Red Sky at (866) 889-7409 - refer to the "Sun Trip Preserver" travel insurance .

What if I opt not to buy Travel Insurance?

If you choose not to purchase the insurance prior to making your final payment, which is due no later than 30 days prior to your arrival, no refunds will be given for events that would have been covered by the insurance, including hurricane evacuations. Insurance payments are non-refundable. We highly recommend purchase of the Travel Insurance to guard against unexpected events - visit https://www.trippreserver.com/products/sun-trip-preserver/ for Red Sky Travel Insurance details.

Amenities & Features
What items can I expect to find in the home?

All vacation homes are set up for simple housekeeping and cooking. Each vacation home is furnished according to the owner’s taste. Vacation homes vary in amenities, décor, furnishings, etc. Amenities shown in photos are not available for tenant use unless specifically stated in the home's description. All vacation homes provide bedspreads and pillows for the beds (excludes sleeper sofas and futons), a vacuum cleaner, broom, mop, coffee maker (standard unless otherwise specified), toaster or toaster oven, microwave, and other kitchen items for simple meal preparation and serving. If you are planning special meals, you should plan to bring the necessary preparation equipment such as a food processor, blender, special or extra-large pots and pans, chef’s knives, etc. with you.

DON'T FORGET TO BRING …

  • bed linens (sheets & pillowcases) if the Bedding and Bath Linen Package is not included or purchased, bedding and pillows for sleeper sofas and futons
  • additional blankets (especially during spring and fall)
  • bath towels if the Bedding and Bath Linen Package is not included or purchased
  • kitchen towels if the Bedding and Bath Linen Package is not included or purchased
  • baby items (pack-n-play, high chair, baby gate, etc.) if not advertised in the home’s description
  • beach items (beach towels, beach chairs, sunscreen, beach toys, boogie boards, etc.); some homes do provide various beach items and if so they are listed in the home's description - please note that there are no specific quantities of such items as availability of such items for guest use is subject to those items available at the home at the time of stay
  • clothing hangers and coat hangers
  • iron & ironing board
  • paper products (toilet paper, paper towels, napkins, etc.)
  • kitchen items (aluminum and plastic wraps, cleaning supplies, plastic garbage bags, liquid dishwasher soap, food and condiments)
  • personal toiletries (shampoo, conditioner, bath soap, etc.)
  • laundry detergent
  • flashlights
  • battery operated radio
  • Ethernet cable for homes that advertise wired high speed internet for tenant use
Is smoking allowed at the home?

NO SMOKING POLICIES

The home’s detailed policy for No Smoking is provided in the vacation home description. None of our properties permit smoking inside vacation homes.

"No Smoking Allowed At All" = No smoking or vaping allowed in house or anywhere outside on premises at any time. Policy is strictly enforced.  Violation of this policy will result in charges to guest for additional cleaning and could result in eviction of guests without refund and/or negation of rental in future. Smoking includes all kinds of inhaled lighted material, including cigarettes, electronic cigarettes, cigars, pipes, etc.

"No Smoking Allowed Inside" = No smoking or vaping allowed in house at any time. Policy is strictly enforced.  Violation of this policy will result in charges to guest for additional cleaning and could result in eviction of guests without refund and/or negation of rental in future. Smoking includes all kinds of inhaled lighted material, including cigarettes, electronic cigarettes, cigars, pipes, etc.

Does my home come with bed linens and bath towels?

Most homes include the Bedding and Bath Linen Package at no additional cost. Homes that do not include the Bedding and Bath package at no additional cost will indicate this as an optional cost  in the home's description. For homes that do provide the package, The Bedding and Bath Linen Package for advertised bedrooms (typically excludes sleeper sofas or loft areas not included in the maximum occupancy) and baths are provided with freshly laundered, shrink-wrapped, linens with no-contact after laundering for your safety:

• Bed linen set for each advertised bedroom
• Bath towel and washcloth set for maximum occupancy
• Bathroom set including hand towel and bath mat

Is grilling allowed at the property?

Our strong prevailing winds make grilling anywhere at our vacation homes a dangerous proposition. Some communities and properties do not allow grilling at all. Some communities only permit grilling in specified areas - and may or may not provide stationary grills for guest use. At any property where grilling is permitted, it is strongly recommended that grilling be done as far from any structure or vehicle as possible - a minimum of 10 feet. Under no circumstances is grilling permitted on wooden decks and boardwalks or underneath buildings. The home's grilling policy is provided in the home's detailed description. Homes allowing grilling indicate in the descriptions if grills are provided. If a grill is provided, the guest is responsible for cleaning after use. Guest may be charged for any additional grill cleaning needed.

Are there any limitations for use of decks?

Vacation Rental Homes' exterior raised surfaces including but not limited to decks, patios, balconies, porches, and wooden walkways are not designed to have large groups gathering at one time. It is the Tenant's responsibility to ensure that these spaces are always limited to or below the occupancy for the property at any time. Portable pools, portable hot tubs, and other items of that nature are prohibited. Overcrowding or misuse of the property and/or premises could result in serious injury. Exceeding the occupancy in such a manner and/or utilizing prohibited items may result in eviction without refund.

What cable package does the home have? What about internet?

Rental properties are individually owned and each home's description will detail the cable, satellite, Smart TV streaming app accesses, and internet available. If your requested property provides cable, satellite, Smart TV, access to TV or streaming apps, and/or internet, any such service provided is residential consumer level service and is not intended to be fiber business or other such service. Carolina Retreats and its affiliates cannot guarantee these services or their availability.

If you will need to work remotely while on vacation, it is highly recommended that you bring your own hotspot or similar device for internet connection - with our island location and occasional storms and winds, internet service outages do sometimes happen and we are not able to guarantee any internet service connectivity or security. Guests are prohibited from ordering any additional TV or app services or packages during their stay - in the event that additional services or packages are purchased by guests, guests will incur any fees associated therewith as well as an additional $100 service fee per instance.  There are no refunds for outages or disruptions of TV or internet services.

Guest may not have access to modem for Ethernet connection if home advertises Wireless High Speed Internet. Guests are prohibited from use of the internet or services available for any illegal or fraudulent activity or for any improper purposes including copyright or trademark infringement, spamming, hacking, or any threatening behavior including, but not limited to, any such improper behavior as defined in the Digital Millennium Copyright Act of 1998.  There are no refunds for outages or disruptions of TV or internet services.

Can I order pay-per-view or upgrades to electronic services and have it charged to my credit card on file?

Unfortunately, no. Our homes do not provide any sort of pay-per-view service. If your property provides cable, satellite, Smart TV Apps and/or internet access, any such service provided is residential consumer level service and is not intended to be fiber business or other such service. Guests are prohibited from use of internet for any illegal or fraudulent activity or for any improper purposes including copyright or trademark infringement, spamming, hacking, or any threatening behavior including, but not limited to, any such improper behavior as defined in the Digital Millennium Copyright Act of 1998. Guests are prohibited from ordering any additional TV or app services or packages during their stay - in the event that additional services or packages are purchased by guests, guest of record will incur any fees associated therewith as well as an additional $100 service fee per instance.

What are the Golf Cart rules and regulations?

Area beach towns may allow golf carts; however each town within each island has their own regulations. Single family homes and condos have parking rules and maximums so please check requirements when considering renting a golf cart.

Carolina Beach 

A golf cart permit authorizes the operation of a golf cart on roads posted 35 miles per hour or less.  No golf cart shall be driven in Carolina Beach without a permit.  The permit must be attached to the front, lower corner of the driver's side windshield of the golf cart. The annual fee for a golf cart permit is set July 1st each budget year, and permits expire December 31st each calendar year. For complete rules and regulation regarding golf carts in Carolina Beach, visit their website here

Kure Beach

Kure Beach is quite stricter with its golf cart rules and regulations. For more infomation regarding Kure Beach golf carts, visit their website here.

Surf City

Golf carts are not allowed on the beach; only official vehicles are permitted on the beach strand. Golf carts are not permitted on town streets unless they are street legal with license tag, valid state inspection, seat belts, headlights, etc. Visit their website here.

Topsail Beach

Topsail Beach allows low-speed vehciles to operated only on streets and highways where the posted speed limit is 35 miles per hour or less. To read the complete rules and regulations, visit their website here.

North Topsail Beach

The operation of low-speed vehicles is governed by North Carolina State Statute G.S. 20-121.1. To read the accepted uses of golf carts in North Topsail Beach, visit their website here.

Oak Island

The operation of low-speed vehicles is governed by NC State Statute G.S. 20-121.1. To view accepted uses of golf carts and related type vehicles in Oak Island, visit their website here.

Check-In
Where do I pick up my keys? What if my house is keyless entry?

Homes offered with Smart Home Keyless Entry allow our guests to securely check in and out directly from the keyless entry lock at the home.  No need to pick up or return the keys! If you are renting a home that does not offer the Smart Home Keyless Entry, please contact the appropriate local office to make arrangements in advance for safe no-contact key pick up and return! 

What time is check-in?

Check-in begins at 4:00 PM on the reservation's day and date of arrival. Instructions will be provided for each tenant prior to and on arrival day - these instructions are provided via email, text, and the Guest Portal.

During May through August, a limited number of vacation rental homes may offer an Early Check In option for a fee - the homes per check-in day per location may vary depending on a variety of factors that would affect the home's ability to be ready prior to 4:00 PM when check in begins. If a home is available for an earlier Check-in, the guest will be sent an email invitation with details - the guest must respond as directed in the instructions therein and any Early Check In's will be handled on a first come first served as available basis.

Please be aware that in spite of our best practices and hard working cleaning and inspections team members and affiliates, there may be instances where maintenance and cleaning required between stays could cause the home’s readiness for check-in to be delayed past 4:00 PM. We apologize for any inconvenience this may result in as we do want to serve our guests’ needs to the best of our ability!

How do I access the home?

24 hours prior to arrival, you should receive an email and a text with your PreArrival information.  You'll be provided with this information again on the day of arrival. If your home is a Smart Home with Keyless Entry, your keyless entry code will be provided in your email and text information.

Guests staying with us for the first time in his/her name, guests staying in a home that does not provide keyless smart home entry, and guests who must adjust reservation information or pay additional monies must complete in-person check in - our Covid-19 safety precautions allow us to make arrangements for ID to be provided to us and key pick up and return with no-contact!

Advance written notice via email or text from the guest of record to Carolina Retreats may be provided if anyone other than the guest of record is authorized to check in on his/her behalf. This individual must be at least 24 years of age. Photo ID showing date of birth is required from the individual authorized. 

What happens if I arrive after-hours?

If you plan to arrive after our office closes and need to complete in-person check in (if you are a first time guest with us in your name or if your home doesn't have keyless entry and you need to pick up keys), please make arrangements in advance. Repeat guests that have stayed with us before may check-in directly at the property if the home offers keyless entry. Reservations with payments due (including but not limited to pet rent) may not check in after hours.

Do you allow early check-ins?

Check-in begins at 4:00 PM on the reservation's day and date of arrival. Instructions will be provided for each tenant prior to and on arrival day - these instructions are provided via email, text, and the Guest Portal.

During May through August, a limited number of vacation rental homes may offer an Early Check In option for a fee - the homes per check-in day per location may vary depending on a variety of factors that would affect the home's ability to be ready prior to 4:00 PM when check in begins. If a home is available for an earlier Check-in, the guest will be sent an email invitation with details - the guest must respond as directed in the instructions therein and any Early Check In's will be handled on a first come first served as available basis.

Please be aware that in spite of our best practices and hard working cleaning and inspections team members and affiliates, there may be instances where maintenance and cleaning required between stays could cause the home’s readiness for check-in to be delayed past 4:00 PM. We apologize for any inconvenience this may result in as we do want to serve our guests’ needs to the best of our ability!

Check-Out
What time is check-out?

Check-out is by no later than 10:00 AM on your check-out date. Guests are responsible for completing all items on the Check-Out Instructions in the Guest Services Directory at each vacation home prior to checking out. Please be sure to enter your keyless entry closing code prior to departing the property if equipped with Smart Home Keyless Entry. If your home doesn't have keyless entry or if you picked up any keys from our office, please return all keys to our office via the secure drop box outside near our lobby door.

 

Do you allow late check-outs?

We are currently unable to offer Late Check-Out due to cleaning, maintenance, and non-occupany periods between guests.

What if I left something behind at the home?

If you realize you left something behind, please email or text us via the contact information we provided to you via Check In or Check Out communications - let us know the home you stayed in, the item(s) you want us to look for, and where in the home you may have left them.  We will do our very best to attempt to locate your left behind item(s)!  Once our cleaning and inspection teams or the current guests find and return found items to our office, we will arrange via the local UPS Store for the packing and return of left behind item(s) - you will be responsible for paying all costs associated for the packing and return of left behind item(s). We are not responsible for articles left or lost in vacation homes nor are we responsible for any theft that occurs during your stay. Unclaimed items will be donated to charity or discarded at the end of each month.