Frequently Asked Questions about Renting a Condo
Q: How can I reserve a condo?
A: You can either book securely on our website or you can call our office at 770-334-3544 and speak to a Reservation Specialist. Many properties and owners have specific qualifications and restrictions so we are required to speak to you personally to verify that you meet the qualifications and requirements of the condo you have selected before we can complete the reservation for you.
Q: What time is check in and check out?
A: Our standard entry time is 4:00pm CST for most of our condos, and our standard departure time is 10:00am CST. Tidewater Resort is an exception, as the entry time for our Tidewater condos is 3:00pm CST, and departure time is 9:00am CST. During Spring Break, entry time is at 4:00pm and departure time is at 9:00am. Specific times for your stay will be included in your reservation confirmation and in the information we e-mail to you a week prior to your arrival.
Q: What is your cancellation policy?
A: If you cancel prior to 30 days before your arrival date, we will refund everything you have paid with the exception of the booking fees which include the processing fee and damage protection which are non-refundable. We require full payment 30 days in advance. If you choose to cancel within 30 days prior to arrival, your stay is non-refundable.
Q: When will I receive the key to my condo?
A: All of our units use keyless entry. Approximately a week prior to arrival you will receive an e-mail with all of the information you will need to access the condo including the keyless entry code for your stay.
Q: Who do I call if I have a maintenance issue?
A: We are very responsive to all maintenance issues. If you have maintenance issue during normal business hours (8:00a.m. - 7:00p.m. CST, 7 days a week), please call our office at 770-334-3544. If you have a maintenance issue that is a true emergency and outside of our normal business hours and it cannot wait until the next day, please call our emergency phone at 770-316-7901.
Q: Is beach chair service included with my rental?
A: Not all of our condos come with free beach chair service. The condos we manage are individually owned and some owners have chosen to provide a set of beach chairs and an umbrella for the guests who stay in their unit. If a condo comes with free beach service, it is listed in the description of that condo.
Q: Do I need to bring sheets and towels?
A: Nope. All of the beds will be made with clean, fresh linens. Bath towels, hand towels, wash cloths, bath mats, dish towels and a dish cloth are provided. Bath towels and washcloths are provided for the maximum number of guests plus 2. We do not have daily housekeeping service in any of our condos. All units in our program with the exception of unit 913 at the Summit have a washer and dryer so you can launder your towels throughout the week. If you require additional towels during your stay, our housekeeping service will provide them at an additional charge. Our bath towels are not beach towels so please do not take them to the beach. You will need to bring your own beach towels.
Q: What paper products are provided in the condo?
A: We provide a starter set of paper products including a roll of paper towels in the kitchen, enough dishwashing detergent for three loads of dishes in the dishwasher, a small bar of soap at each sink and tub, and two rolls of toilet paper in each bathroom. We also provide a trash bag in the kitchen trash can and in each bathroom trash can. We do not provide dishwashing liquid or laundry detergent due to individual allergies. You will want to pick up coffee filters, dishwashing liquid, laundry detergent, additional toilet paper, paper towels and trash bags depending on the length of your stay. Don't forget your sunscreen!!
Q: What is the damage protection fee?
A: We understand that accidents happen. The damage protection fee covers any damage (up to $1000) that happens within the condo and is accidental and not due to malicious or willful actions. In order for this damage protection to apply, damage must be reported by the guest prior to checkout. The damage protection fee is non-refundable. In the case of cancellation, it becomes part of the cancellation fee.
Q: What other items are provided in the condo for our use?
A: Each condo is equipped with a can opener, toaster, coffee maker, blender, iron, ironing board, mop, mop bucket, broom, and dust pan. Some condos do have hair dryers but guest should bring their own hair dryer. Coffee filters and cleaning products are not provided.
Q: What are the departure procedures?
A: We want our guests to enjoy their stay as long as possible so we just have a few requests for departure. We only ask that everything is removed from the refrigerator and freezer, the dishes are either clean and in the cabinet or are washing in the dishwasher (save one of those dish detergent tabs for this last load of dishes), sweep any excess sand from the floor, put the towels and washcloths in a pile by the washer, and take all trash to the trash chute. As long as these basics are done and there is not extraordinary cleaning required, there will be no additional cleaning charges.
Q: May we have additional guests or get extra wrist bands?
A: We can only provide wrist bands up to the maximum number of guests allowed in the condo. This is regulated by the Fire Marshall and is not negotiable. Most complexes are very strict regarding guests that are not authorized to be on the property. Most properties require wrist bands for each guest and will not allow additional wrist bands to be purchased. If a wrist band is broken, take the broken band to the security office for replacement.
Q: May I smoke on the balcony?
A: All of our condos are non-smoking. Any evidence of smoking in the condo will result in an automatic additional charge of $300 or more depending on the cost of smoke remediation. Some entire properties are non-smoking properties altogether - these include Splash, Aqua, Tidewater, Sterling Breeze, Grandview, and Sterling Beach. In other complexes, guests may smoke on the balcony with the sliding glass door closed. Again, any evidence of smoking (including odor) will result in an additional fee.
Q: May I grill on the balcony?
A: No. Grilling on individual balconies is strictly prohibited in any complex; however, some properties provide gas grill or charcoal grills on the property for guests to use. (Exception: Sterling Breeze unit 503 has an electric grill on the balcony for guest use.)
Q: Do you have pet friendly condos?
A: We have some pet friendly condos at Treasure Island, Hidden Dunes, and Grand Panama where we can allow well-behaved dogs. Treasure Island has a limit of one small dog under 30 pounds and charges a $250 non-refundable pet fee upon arrival. Hidden Dunes and Grand Panama have a limit of 2 small dogs or 1 medium sized dog. Hidden Dunes will charge a pet fee of $25 per dog upon arrival and requires proof of vaccinations. Grand Panama does not currently charge an additional pet fee at the desk. We charge a separate pet fee for our Grand Panama and Hidden Dunes pet friendly condos of $85, to be paid along with the balance of your stay.