Sun-Surf Realty Rental Policies
We are open 7 days a week from 8:30 AM – 5:00 PM. Our office hours may differ on Sundays during the off-season. Please call us prior to visiting our office on a Sunday. Our reservation lines are OPEN 24 hours a day, 7 days a week to assist you.
Please pick-up your keys at our office located at 7701 Emerald Drive. We are 2 miles from the Emerald Isle Bridge and 17 miles from the Atlantic Beach Bridge. Guests will be notified by text and/or email when the property is ready for check-in. Please plan your trip accordingly as we need time to prepare your property for you. Unfortunately, we are not able to provide you with keys until the property is ready. Please have your Vacation Rental Agreement and a valid ID with you at check-in. Your account balance MUST be paid in full prior to check-in. PERSONAL CHECKS are accepted when received 30 days prior to arrival. Sun-Surf Realty reserves the right to delay check-in to the property until 6:00 PM should extraordinary circumstances arise. We must receive written notice from you if you wish to authorize another member of your party to pick up keys. A valid ID is required.
If you will be arriving after our office is closed, please let us know. Your keys will be in a coded lock box in the entrance breezeway of our office. The code will be included in the confirmation paperwork that will be mailed approximately 45 days prior to your check-in date as well as the text and/or email that is sent to inform you that the property is ready. Your account with us must be paid in full and we must receive a signed copy of your Vacation Rental Agreement for keys to be left after hours. Please check-in with our office the following morning by 11:00 AM.
CHECK-OUT 10:00 AM
Our check-out time of 10:00 AM is strictly enforced; sorry no exceptions! All keys, passes and gate cards issued should be returned to our office by 10:00 AM. Unless previous arrangements have been made, a late check-out could result in additional fees equal to one-night’s rent.
We are happy to provide a complimentary departure cleaning for you. Please maintain the property during your stay and treat it as if it were your own. Prior to departing, we ask that you close and lock all windows and doors, wash all dishes and put away, remove all trash and place in trash receptacles outside and empty the refrigerator. Should you leave the property unusually dirty, your credit card will be charged for the cleaning costs. If you would like a mid-week clean during your stay, simply contact our office and we can schedule this for a fee.
If at the time the tenant is to begin occupancy (Except in NC G.S.42A-36) and the Agent is not able to provide the property in a fit and habitable condition or substitute a reasonably comparable property in such condition, Agent shall refund tenant all payments made by the tenant. Please note that some homeowners of vacation rental properties have chosen not to provide window or door screens. All of our vacation rentals are individually owned and reflect the taste of each owner. Sheets and towels are provided in most of our properties. Please check the property description for those that provide the service or ask one of our reservationists. Linens are available for rent. Properties are set up for basic cooking needs. Most offer basic cable and telephone services (with a few exceptions). Cleaning supplies and paper products are not provided. If you have specific standards or requirements for your vacation, we advise that you make a personal inspection of the property during the off-season prior to making your reservation. WE CANNOT MAKE SUBSTITUTIONS OR GIVE REFUNDS UPON YOUR ARRIVAL.
A deposit of 50% of your base rent is due within 7 days from the date your reservation was made. A credit card is required on file for all reservations. The Accidental Damage Program fee is due with your first payment, and if selected, the Travel Insurance is due at this time as well. You will receive a Vacation Rental Agreement which must be signed and returned to our office. Should we not receive your deposit by the due date, your reservation will be cancelled. You will not be notified or reminded to pay the deposit due. The balance of your account is due 30 days prior to check-in.
A VACATION RENTAL AGREEMENT will be sent to you by email or mail after your reservation is made. Please read, sign and return the Agreement with your deposit within 7 days of receipt. Failure to return the signed Agreement will result in automatic cancellation of your reservation. If booking within 30 days of check-in, full payment and the signed Agreement are due at time of booking. FORMS OF PAYMENT ACCEPTED-We gladly accept personal checks or certified funds if we have at least 30 days to process. Accepted forms of payment are US funds only. VISA and MASTERCARD are accepted for your convenience. For reservations made less than 30 days prior to arrival or for less than a full week, full payment is due at the time of booking. Sun-Surf Realty may disburse up to 50% of advance rent payments to homeowners and vendors prior to guest’s arrival. A fee of $25 will be charged for any checks returned for insufficient funds or a closed account.
We collect North Carolina sales tax of 6.75% and Carteret County occupancy tax of 6% on all rentals of 90 days or less. Although subject to change, as we go to press the total tax is currently 12.75%. Sales and occupancy taxes are charged on all rental items, services or fees at a tax rate of 12.75%.
In the event that you must cancel your reservation, notify us as soon as possible in writing. We will make every reasonable effort to re-rent the property. If we re-rent the property, all monies (less a $150 cancellation fee, travel insurance, applicable taxes and any fees for goods or services which may have already been paid to third parties, and less any discount offered to secure a re-booking) will be returned within 30 days after we have received the advance rent payment from the new tenant. If we are unable to re-rent the property, the full rent payment will be forfeited. ALL CANCELLATION REQUESTS MUST BE MADE IN WRITING.
2019 TENTATIVE RESERVATIONS
We gladly accept advance reservations for the following year anytime during your stay at no charge! Guests staying in a vacation rental have priority for rebooking that property for the following year until the Tuesday after their departure. Otherwise, the property is available on a first come, first served basis to others. Homeowners have first rights to all weeks for the following year.
VACATION TRAVEL PROTECTION INSURANCE
Because anything can go wrong, Sun Trip Preserver TM through Red Sky Travel Insurance offers vacation rental insurance by providing the most comprehensive coverage available. Sun-Surf Realty highly recommends that you purchase this insurance to protect you in the event of an unexpected, covered emergency. Separate terms and conditions apply. Please call 866-889-7409 with questions and for additional information. For a quick reference guide and coverage details, visit www.trippreserver.com.
If State or local authorities, acting pursuant to Article 36A of Chapter 14 or Article 1 of Chapter 166A of the NC GS, order a mandatory evacuation of an area that includes the residential property subject to a vacation rental, the tenant under the vacation rental agreement, whether in possession of the property or not, shall comply with the evacuation order.
MONTHLY SECURITY/DAMAGE DEPOSIT
A security/damage deposit is charged on all reservations for stays of 30 days or more when a "monthly" rate is offered. To avoid charges from your security/damage deposit, please notify our office within 24 hours of check-in of any damages in the property. If any damages should occur during your stay, we also ask that you notify our office so that we have an opportunity to make repairs during your stay. Deductions from your security/damage deposit as permitted by the NC Tenant Security Deposit Act could include, but are not limited to, additional cleaning, moving furniture to its proper place, removal of excess trash or if check out procedures are not followed. For your benefit, each property is inspected prior to and after each guest’s departure. Your security/damage deposit will be returned within 30 days of your departure date.
ACCIDENTAL DAMAGE PROGRAM (ADP)
Sun Surf Realty has instituted a new program designed to cover accidental damage. Each renter in lieu of paying a security deposit will now be required to pay a fee of $60, plus tax, which is non-refundable on all reservations. Guests are responsible for any and all damage to vacation property or theft of items from property. Guests are responsible for and assume liability for all damage, defacement or removal of personal property inside or outside the premises. The ADP fee will cover accidental damages not excluded from coverage hereunder which would normally be covered by deducting the cost of repair or replacement from a security deposit. The ADP fee will cover up to $2000 in damage for stays of less than 30 days, and if the damage exceeds $2000, the guest will be remain liable. The ADP does not cover the following: 1) Intentional, willful, reckless, or malicious acts of the guest or others on the property during the occupancy. Negligence of tenant or intentional misuse of furnishings, appliances, equipment, or other amenities provided with the home. 2) Pet damage. 3) Excessive cleaning. 4) Phone and/or movie rental charges. 5) Failure to return keys, gate cards, pool passes, etc. 6) Theft of owner's property. 7) Damage caused while under the influence of alcohol or drugs. 8) Damages to real property, furnishings, or any vehicle from operation of a motorized vehicle or vessel by a guest. 9) Damages related to smoking. 10) Damages related to Henna tattoo stains. 11) Damages in excess of $2000. 12) The conditions of the ADP applies to all family members of the guests' party. Damage caused by unapproved reservations per our Rental Agreement and Addenda (see "Families Only" and "Special Event Occupancy") will not be covered. 13) The ADP is limited to tenancies of 30 days or less. 14) The ADP is provided to the tenant and shall extend to all members of the tenant's party.
It is our policy not to rent to party groups even if chaperoned, such as prom, graduation, sorority, fraternity, school or civic groups. Only family groups and church retreats are accepted. We reserve the right to cancel/terminate or reject reservations if made under false pretenses. Sun-Surf Realty requires a minimum age of 21 for a rental guest to enter into a Vacation Rental Agreement. Violations of this policy will result in immediate eviction without refund.
SPECIAL EVENT OCCUPANCY
Prior approval is required for special events such as weddings, receptions, parties, and family reunions at your vacation rental. Please note that if an unapproved event occurs, all parties will be immediately evicted without a refund. We reserve the right to cancel/terminate or reject reservations if made under false pretenses. Sun-Surf Realty requires a minimum age of 21 for a rental guest to enter into a Vacation Rental Agreement. Violations of this policy will result in immediate eviction without refund.
Many properties offer a winter/monthly rental rate during the off-season. In addition to the rent, a cleaning fee (based on the property and length of stay), a refundable damage deposit and a $50 processing fee are required. Due to potential freezing during the cold winter months, most outside water lines are turned off. This may include but is not limited to hot tubs, swimming pools, outside showers, foot washes, hoses and fish cleaning tables. Linens are not provided for monthly rentals. If the property allows pets, a non-refundable pet fee is required.
Emerald Isle and the various towns are served by septic systems. State and local health department regulations regarding septic tank disposal systems limit the occupancy in these dwellings to two persons per bedroom. Overcrowding will not be permitted. Extra bedding is for the convenience of the owner and not for use by additional guests. Overcrowding a property could result in eviction without refund.
Linens including sheets and towels are provided in some of our vacation rental properties. Linen service is provided for stays of one week or more. Linens are not provided for stays of less than one week but this service can be purchased through our office. Linens are not provided for stays of 30 days or more (even if advertised in the description) as this is an amenity provided for weekly rentals. Linens are not provided for cribs. Please contact our office for a quote for linen service if you are staying more than 30 days. Some properties provide bed making with the linen service. Please allow up to 6 PM or after (especially during the busy summer months) for the beds to be prepared for your arrival. No refunds are given for linens delivered after 6PM or if beds are not made prior to check-in.
If your vacation rental advertises high-speed or wireless internet, please be advised that an Ethernet cable is not provided. Sun-Surf Realty will not refund due to cable, phone, wireless or internet outages.
We are happy to provide a great selection of properties that ALLOW DOGS and we do NOT require a fee! "DOGS allowed" will be listed in the property description as well as weight limits (if any). Unless otherwise stated, there is a 2 dog maximum. Only dogs are allowed, no puppies or cats (or other animals) please. Dogs are not allowed in swimming pools or hot tubs. Should you bring a dog to a "NO PETS" vacation rental, you will be evicted with no refund and there will be additional cleaning fees. The Town of Emerald Isle enforces a strict leash and waste pick-up law.
Town ordinance prohibits camp fires and glass on the beach; overnight camping and parking of campers or motor homes are prohibited except in campgrounds. Many condominium complexes restrict or prohibit parking of campers, motor homes, trailers and boats. Please check when making your reservation. Sea oats and our precious dunes are beautiful…please look, but do not touch to avoid fines. NC law prohibits grilling on any deck or balcony surface. Grilling should be done on flat, concrete surfaces on the street side of the property, out of the wind. If your rental provides a grill, the guest is responsible for cleaning the grill. The Town of Emerald Isle currently allows four-wheel drive automobiles to drive on the beach during a specified time (usually the week after Labor Day through April 30th). A permit and payment of fees are required prior to driving on the beach. For more information and for the latest information on this law, please contact Town Hall (252) 354-3424 or visit their website at www.EmeraldIsle-NC.org.
BEACH TENTS, CANOPIES, ETC./HOLES IN THE SAND
There is a town ordinance that requires all unattended beach equipment (including shade tents, canopies, volleyball nets, and other equipment) to be removed from the beach strand each night. All unattended items left on the beach between 7 pm and 8 am are now illegal, and will be confiscated and removed by Town staff. Holes deeper than 12" in the sand must be filled in completely when you leave the beach. Large holes are a safety hazard for others using the beach, as well as for nesting sea turtles and their offspring.
Not all of our properties are equipped with telephones. A furnished phone is for your convenience and local calls are free. Long distance calls and/or charges incurred to the property’s phone will be billed to the guests’ credit card plus a $15 service fee. If during your stay, you watch "on-demand" movies or televised events which result in a charge to the owner’s account, your credit card will be charged.
KEYS/GATE CARDS/POOL PASSES/PARKING PASSES
Upon arrival you will receive 2 keys and the necessary gate cards (2 per condo), parking passes (2 cars/passes per condo only), and pool passes. Your signature will be required to confirm receipt of parking/pool passes and gate cards. If you check-in after hours, discrepancies in the number of passes or gate cards must be reported to our office immediately. Otherwise you will be charged for missing passes. Please return these to our rental office upon departure. There will be a $25 fee charged for each key that is not returned at check-out. There will also be a charge of $50 to $100 for each gate card, parking pass or pool pass that is not returned at check-out. These charges cannot be refunded if items are returned at a later date.
If you are locked out of your vacation rental during normal business hours, please come to our office for a key. After business hours, call our office and leave a message on our emergency service line. An agent of Sun-Surf Realty will contact you. If an agent must bring a key to you, a $50 charge is due at the time of the service.
REPAIRS & SERVICE CALLS
We cannot guarantee against mechanical failure of heating, air conditioning, TVs, DVDs, internet, or other appliances. We will make every effort to troubleshoot internet issues with the provider but please keep in mind an appointment may be required at a later date. While rare, all pools and hot tubs are subject to temporary closing due to extenuating circumstances. Please report any inoperative equipment to our office promptly. We will make every effort to have repairs made quickly and efficiently but please be aware that repairs are prioritized and some items may take longer to address. Authorized repairmen have the legal right to enter the property as required to accomplish needed repairs even if the service call was made prior to your arrival. We are unable to offer refunds for failure of any equipment or service in the property.
CANCELLATION FOR REPAIRS
Occasionally it may be necessary to cancel a confirmed reservation because of unforeseen repairs or a situation that proves to be unsafe for the guest. If this occurs, Sun-Surf Realty will make every effort to locate a comparable property in which to move the guest. Should the alternate property be more expensive, the guest is responsible for any additional costs.
LOST AND FOUND
Sun-Surf Realty makes every effort to locate lost items, but is not responsible for items left behind. Upon request, items will be mailed to you via USPS C.O.D.; there will be a $30 handling fee. Any items left for over 14 days will be donated to local charities.
PIANO KEY LOTS/REVERSE FLOOR PLANS
Some vacation rentals are built on piano key lots. Properties on "piano key" lots have direct water access, good views and may have homes in front of and/or to the left and right of your home. Please check the property description to see if your property is on a piano key lot. A reverse floor plan is popular in many of our properties. This means that the living/kitchen/dining area is on the top level of the property with only roof and sky above.
VACATION RENTALS FOR SALE
Our properties may occasionally be listed for sale. We appreciate your cooperation in allowing the property to be shown to qualified buyers. We will make every effort to schedule the showing at a convenient time and not interrupt your vacation. In the event the property you have rented is sold prior to your arrival, our office will notify you of change of ownership in writing.
On occasion you may experience construction going on near or around your vacation rental. We apologize for any inconvenience this may cause. Sun-Surf Realty will do everything we can to contact the contractor and make them aware of your complaint. However, no compensation will be made due to issues caused by construction schedule, noise or debris.
Our office can receive messages for you; however, only emergency messages will be delivered. Mail may be sent to our office at 7701 Emerald Drive, Emerald Isle, NC 28594. Faxes of reasonable length may be sent and received through our office (252) 354-4746 for a nominal fee. Sun-Surf Realty can not be held liable for messages, mail or faxes not received, misplaced or for inability to notify guest.
BEACH ACCESS & WIDTHS
Pedestrian access areas to the ocean and sound are located about every 500 feet, usually at the end of every other street. Most have wooden walkways. Please note that the beach strand varies in width. Please let your Reservationist know when booking if you have special considerations or needs.
HEATED SWIMMING POOLS/FIS/OUTSIDE SHOWERS
If the property offers a heated pool, an additional fee will be charged if you wish for the pool to be heated during your stay. To heat a pool, payment must be made prior to check-in. It may take several days for the pool to heat completely. Please note heated pools are available only during the period of Labor Day to Memorial Day. Not all vacation rentals offer a heated pool and dates of availability may differ. In the event you pay for the heated pool and for any reason it can not be heated, the fee will be refunded. Pools are cleaned and tested in preparation for your arrival. Cleaning and adding of chemicals is sufficient to maintain the pool for one week. A mid-stay clean may be requested for an additional fee. Please call our office to request this service. Sun-Surf Realty will not be held liable for medical conditions which resulted from adult or children’s use of the pool. No pools other than those supplied by the homeowner are permitted at the property. While rare, pools are subject to temporary closing due to extenuating circumstances. Please report any inoperative equipment to our office promptly. We will make every effort to have repairs made quickly and efficiently. Please note that we are unable to offer refunds for failure of any equipment in the property. Fireplaces (gas or wood) may be advertised in the property description; however, use is available during limited times, usually September thru May. Fireplaces are not available during the summer months. Outside showers may not be available November 1st-April 1st.
If your vacation rental provides a hot tub, it will be cleaned and tested in preparation for your arrival. Cleaning and adding of chemicals is sufficient to maintain the hot tub for one week. A mid-stay clean may be requested for an additional fee. Please call our office to request this service. Hot tubs are not intended to be used as a pool or by children. Sun-Surf Realty will not be held liable for medical conditions which resulted from adult or children’s use of the hot tub. No hot tubs other than those supplied by the homeowner are permitted at the property. While rare, hot tubs are subject to temporary closing due to extenuating circumstances. Please report any inoperative equipment to our office promptly. We will make every effort to have repairs made quickly and efficiently. Please note that we are unable to offer refunds for failure of any equipment in the property.
COMMUNITY SWIMMING POOLS
Most swimming pools in communities or condo complexes are open from Memorial Day to Labor Day. The opening and closing of the pools varies and Sun-Surf Realty has no control or responsibility for their status. Periodically, pools are closed for maintenance without notice. Lifeguards are not provided.
PEST CONTROLEmerald Isle has an abundance of wildlife due to the ecology of our maritime area. Unfortunately, this also means that we have a large population of ants, water bugs and sand fleas. In the case of a serious problem, we will schedule an exterminator. Until he arrives, thorough vacuuming, insect repellent and spray may help.
Use of amenities offered at vacation rentals such as swimming pools, hot tubs, elevators, Jacuzzi/whirlpool tubs, golf carts or any other amenity or appliance is used at guest’s own risk. We cannot guarantee that they will be operational during your stay. We will, however, make every attempt to make repairs but discounts or refunds will not be given should they not work during your stay.
•While some of our vacation rentals offer handicap friendly properties, please note that they are NOT ADA APPROVED. • Boating is available and very popular in our area. • Please note that our area is very shallow in many areas. We can not guarantee you access to your dock with your boat in our sound front homes. • Sun- Surf Realty is not responsible for any circumstances beyond our control, such as disturbances on nearby properties, construction noise or debris, or acts of nature.
By NC law, an agent must notify you that Sun-Surf Realty is employed by and represents the property owner. Sun-Surf Realty will make every effort to assist you in the selection of your rental property. Sun-Surf Realty may earn commissions or fees for any or all services provided. Sun-Surf Realty, its owners, and their Brokers may hold interest in vacation rental properties, companies or services offered. Sun-Surf Realty shall conduct brokerage activities in regard to this, or any agreement, without respect to race, color, religion, sex, sexual orientation and gender, national origin, handicap or familial status of any guest. Sun-Surf Realty may receive a commission or percentage for services provided through our office including but not limited to, travel insurance, linens, rental items and various other activities offered. Every effort has been made to ensure that information in the brochure is accurate. Some descriptions may not reflect changes to, or new information about, rental homes after the brochure is printed. We suggest that you view our website for the latest and most up to date information. The vacation property should not be used or occupied by more than the maximum allowable number of occupants including tenant’s family, children, and guests. State health rules base occupancy on two persons per permitted bedroom. 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.
All information presented in the brochure and on the website should be considered as information only with no misrepresentation intended.