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, or call one of our Vacation Planners at 844-567-9779 during our listed operating hours.

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. 

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 a second email which will provide you with the log-in information for your personalized GuestWeb Portal where you can review and e-sign your lease agreement and make your deposit payment. 

How do I sign my lease agreement?

Within our GuestWeb Portal you will be able to securely log-in and electronically review and sign your lease agreement. Log-in information will be provided via email after our Vacation Planners have verified your booking information. All reservation request submitted must be finalized and confirmed with your signed agreement and required first payment by no later than 3 days following the date of the reservation request. Requests that are not finalized and confirmed will be automatically cancelled without furter notice.

Do you accept partial week stays?

Yes, partial week stays are requests for 3-6 nights.  Most homes that allow partial week stays will allow a partial week stay of 3+ nights in advance between the week after Labor Day to the week before Memorial Day.  To check availability and applicable nightly rates, you may search for the week during which the dates you wish to visit fall.  On the search results, on Filters, Amenities, choose "Partial Week Getaways", Apply. Click on an individual home to see that home's page.  At the top right, select your arrival/departure dates on the calendars from those dates available to see a Rate Quote for the specific dates you are intersted in booking.

Additionally, some homes will allow partial week stays during Prime season, however partial week stays must be booked within 10 days of arrival and within the home's weekly arrival/departure day.  These Prime season partial week getaway requests may only be reserved by calling our office. View each home's individual description Partial Week stay policy for more details.

What is your pet policy?

Carolina Retreats are proud to offer many pet friendly vacation rentals. To learn more about the rules and regulations of Carolina Beach, Kure Beach, Topsail Beach, Surf City and North Topsail Beach read our pet policy information, HERE 

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.

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 e-check or debit MasterCard/Visa preferably or via credit card within our GuestWeb Portal. 

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 e-check or debit MasterCard/Visa preferably or credit card withing our GuestWeb Portal. 

Why is a Credit Card required when booking online?

At the time of booking, a credit card is required to "hold" your reservation, but is not used to make any payments. 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 violation included but not limited to, failure to follow check-in and check-out procedures.

What payment methods do you accept?

Our preferred method of payment is via e-check or debit card. For convenience, we also accept Visa, MasterCard, Discover and American Express. 

Cancellations and Transfers
What is your Cancellation Policies?

Guest initiated reservation cancellations must be confirmed by our office in writing via email. All cancellations will be charged the reservation fulfillment fee, cancellation fee, fees owed to third parties, and all applicable taxes. Upon receipt of written confirmation of the Tenant’s cancellation, Carolina Retreats will attempt to re-rent the property. If the property is re-rented for entire term of the agreement at no loss to the owner, and when the newly booked guest’s payment has cleared, the cancelled guest’s payments will be refunded less the required fees and taxes. If the premises are not re-rented for the entire term of the agreement, all payments by the guest may be forfeited.

Can you transfer your reservation to another property?

As each home is individually owned, transfers are generally not permitted. However, transfers for the same vacation home for the same rate period can be requested in writing and require prior approval by Carolina Retreats and the homeowner. 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 Agent’s opinion, the occupancy may be detrimental to the premises. 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.

Carolina Retreats 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 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.

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

Please see the description and amenities and features section of each home’s listing online for specific information. Carolina Retreats and our affiliates include basic “starter” supplies of Toilet paper, trash can liners, and paper towels.

Is smoking allowed at the home?

None of our properties permit smoking inside vacation homes. Some homes do not permit smoking anywhere in the house or outside on the property. The home’s policy for No Smoking is provided in the vacation home descriptions. Any tenant violating the no smoking policy may cause all tenants to be evicted with forfeiture of all monies paid. 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 a Bedding and Bath package at no additional cost. All the beds will be made with fresh linens and bath towels will be provided. If you would like beach towels, we recommend bringing those with you. Please note, some homes offer this as an optional cost and this information can be found on a property’s amenity list online.

Is grilling allowed at the property?

Our strong prevailing winds make grilling anywhere at our vacation homes and duplexes a dangerous proposition. Some properties do not allow grilling. Where grilling is permitted, it is strongly recommended that grilling be done as far from the building as possible. Under no circumstances is grilling permitted on wooden decks and boardwalks or underneath buildings. Homes allowing grilling indicate in the descriptions if a grill is provided. If a grill is provided, the guest is responsible for cleaning after use.

What cable package does the home have?

Rental properties are individually owned and each home will have a different cable vs streaming option. Carolina Retreats and its affiliates cannot guarantee Television service or TV Channel availability.

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

Unfortunately, no. Our homes do not provide any sort of pay-per-view service.

What are the Golf Cart rules and regulations?

Both Topsail Island and Pleasure Island 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.

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

North Topsail Beach does not allow golf carts to be operated on public highways. To read the accepted uses of golf carts in North Topsail Beach, visit their website here.

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

Our Topsail Realty Vacations office is located at 14131 NC-50, Surf City, NC 28445 while our Pleasure Island office is located at 1000 S Lake Park Blvd, Carolina Beach, NC 28428. This is where you will check-in and get the keys for your vacation rental home. We will have directions ready for you. Some homeowners have keyless entry. If you are staying in a house that provides a Keyless Entry system you will be given the instructions via e-mail for a keyless entry arrival.

What time is check-in?

Check-in begins at 4:00 PM. Instructions will be provided for each tenant prior to arrival day. Vacation homes are not available for check-in earlier than 4:00 PM on the check-in date unless otherwise specified or arranged in advance. There could 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?

Within 7 days of your arrival date, you will receive an email with your access instructions. 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 check in at the check-in office. Advance written notice to Carolina Retreats may be provided if anyone other than the leaseholder 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 to complete check-in. Returning guests who do not have to check-in at our office will be provided with check-in instructions and code via email prior to arrival.

What happens if I arrive after-hours?

If you plan to arrive after our office closes, please let us know in advance so we can make after hours arrival arrangements for you. Repeat guests that have stayed with us before may check-in directly at the property. Reservations with payments due (including but not limited to pet rent) may not check in after hours.

Do you allow early check-ins?

For logistical reasons, we can only offer a limited number of guaranteed early check-ins each week. These are provided on a first come, first serve basis and allow you to access the property by 1:00 pm of your check-in day. Please contact our office to inquire about availability. There is an additional fee to secure an early check-in.

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. If you plan to leave before our office opens, please be sure to enter your keyless entry closing code prior to departing. If applicable, please return all keys to our office and leave in the drop box

Do you allow late check-outs?

For logistical reasons, we can only offer a limited number of guaranteed late check-outs each week. These are provided on a first come, first serve basis and allow you to check-out by 12:00 pm of your check-out day. Please contact our office to inquire about availability. There is an additional fee to secure a late check-out.

What if I left something behind at the home?

We are not responsible for articles left in vacation homes or theft. We utilize a local mailing service for the packing and return of left behind items. Unclaimed items will be donated to charity or discarded at the end of each month.