Policies


Property Information & Policies


Reservations & Rental Agreement Documentation: Upon booking your reservation, you will receive a request with 2 links where you will need to 1.  fill out the additional check-in information request to help us prepare for your upcoming stay and 2. sign your Vacation Rental Agreement. Please be sure to provide your direct phone number and email address where we will be able to reach you prior to, and during your stay with us. Please read thoroughly, check your booking dates for accuracy, and follow all steps requested within 24 hours.  If you make a reservation with a same day check in, you will not have 24 hours as these forms need to be completed prior to check-in. 

What we provide: We provide bedding/bed linens, bath towels, hairdryer, kitchen cooking essentials (dishes, silverware, cookware, toaster, keurig coffee maker), and a single/travel size supply of k-cups and condiments, dish soap, laundry soap, toilet paper, trash bags, and shampoo/conditioner/bath soap/lotion. Irons are also available upon request. 

Check-in: Check in is simple: You can check in anytime after 4 PM on your check-in date. You will receive a keyless entry smart lock code which you will use to access your suite at check-in. We do not have an office on site so please call or email us with any questions you may have.

Parking: When you arrive, your vehicle parking pass for parking in our parking lot will be waiting for you in your suite. Please be sure to fill out all information on the pass and hang it on your rear view mirror at all times while parked in our parking lot to avoid being towed. We have limited parking spaces so we cannot accommodate more than one vehicle parking pass per suite at this time. We are working toward expanding our parking lot to allow for additional parking; however this will likely not impact our guest stays until the 2023 season. If you need parking for additional vehicles, there are Surf City paid parking spaces within one block. Pivot Parking handles the Town of Surf City`s paid parking and you can reach Pivot by phone 1-833-467-4868, or online at https://www.pivotparking.com/surfcityresidentpermit/ for additional parking information. No recreational vehicles or trailers are allowed to be parked in our parking lot. 

Payments: At the time of booking, you will be charged 50% of your total stay including all fees and tax. The remaining 50% will be automatically scheduled to be charged to the same payment method used at booking one day prior to your check-in. 

Cancellation Policy - Website ONLY: If you cancel your vacation at least 30 days before your check-in date you will receive a full refund. If you cancel at least 14 days prior to your check-in date, a 50% you will receive a 50% refund. No refunds will be issued for cancellations less than 14 days prior to your check-in date. 

Elevator: Please note that we have experienced significant supply chain issues that have delayed the completion of our elevator. We appreciate your patience with us as we work to pursue the completion of the installation asap. We expect to have the elevator fully operational by the end of July, but until we do, if you need help with your luggage, we recommend Topsail Island Bellhop Service. You can make arrangements directly with Topsail Island Bellhop Service by phone at (919) 791-7953 or schedule through their facebook page: https://www.facebook.com/search/top?q=the%20topsail%20island%20bellhop%20boys

HOUSE RULES: 

Welcome Book/Information: You will find our Welcome Book in your suite which contains additional information regarding how you can contact us for both emergency and non-emergency situations during your stay. The Welcome Book also includes policies and procedures and area information. 

Common Area: In the covered ground level area you will find our guest common area with multiple seating areas, tables, and games such as ping pong and corn hole where you can gather with friends and other guests. The ping pong paddles and bean bags are located in the white hanging cabinet. Please help yourself and be sure to return the items to the cabinet. 

Minors: Please ensure all minors staying with you or visiting you at the property are supervised at all times. 

Smoking: This is a smoke free property. 

Housekeeping: Please DO NOT flush anything down the toilets other than toilet paper. NOTE: This includes, but is not limited to, food, tampons, sanitary pads , and "flushable wipes." Please be sure to notify us if you find any housekeeping or maintenance issues within 2 hours of your check-in/arrival and your cleaners will come back and take care of any unresolved housekeeping issues. If you arrive after 6:00 PM, please contact our office by 8:00 AM the next day. A housekeeper will absolutely come back to address your housekeeping concerns as long as they are reported within the timeframes specified. 

Cleaning During Stay: If you would like to schedule any housekeeping/cleaning services during your stay, please contact us prior to your arrival at (910) 886-4818 between the hours of 8am to 8pm EST. If during your stay you need to contact housekeeping or you would like to schedule cleaning services, please scan the Housekeeping QR code located on the first page of the Welcome Book located in your suite to send a text to our Housekeeping staff. Fees for cleaning services requested will be quoted on a case by case basis. 

Air Conditioning/Heat: The temperature will be set at 73 upon arrival (summer months). If you would like to adjust the temperature you will find the remote mounted on the oceanside wall. The only two modes that the system should operate in are "Air Conditioning" and "Heat" and we ask that when in air conditioning mode you do not turn it down below 69 and when in heat mode, you do not turn it above 74. Maintenance: You can reach us by phone with questions and standard maintenance requests at (910) 886-4818 between the hours of 8am to 8pm EST. 

Emergencies: If you have an urgent/emergency issue outside the hours of 8am to 8pm (lockout/maintenance/guest/noise disturbance) please scan the Emergency Line QR code located on the first page of the Welcome Book in your suite to place a call to our emergency staff. 

Pets: Other than the two suites we have designated as pet friendly (Suites 103 and 104), this is a pet free property. Any pet staying at the property must not be left unaccompanied in a suite, and must be on a leash at all times while on the property. 

Check-out requirements: Please see the check out procedures included in this book 

POLICIES AND PROCEDURES: 

Laws. Tenant/Guest agrees to abide by all rules and regulations set forth by local laws. 

Conduct. Tenant/Guest shall behave in a respectful manner and shall be good neighbors respecting the rights of the surrounding properties. Creating a disturbance of the above nature shall be grounds for immediate termination of occupancy. 

Use. Tenant/Guest commits not to use the property for any illegal or commercial purpose, including but not limited to sub-lease the property or otherwise allowing anyone or more people to stay above the maximum permitted or if not previously agreed with Landlord/Management. 

Damages. Tenant/Guest is responsible for any breakage or damage costs (or related costs) in or to the property - along with any extra costs that may result - which are caused by Tenant/Guest or any members of Tenant/Guest`s party. 

Parking. Parking is limited to one vehicle per suite on the property. No trailers or recreational vehicles are allowed. 

Events. Tenant/Guest must not hold events (such as parties, celebrations or meetings) at the property that exceed the suite occupancy without the advance written consent of Landlord/Management. Any of these cases will allow Landlord/Management to terminate Tenant/Guest`s occupancy without refunding payment and Landlord/Management will not be legally responsible to find alternative accommodation. 

Access. We will do our best not to interrupt you during your stay with us; however if necessary, Tenant/Guest must allow Landlord/Management or their representative (including workmen) with reasonable notice, access to the property at a reasonable time during your stay (except in an emergency or if a problem needs sorting out quickly and you cannot be contacted in time. In these situations, Landlord/Management can enter the property at any time without giving you prior notice). 

Tenant Duties. Tenant/Guest agrees to comply with all obligations imposed by the Vacation Rental Act on Tenant with respect to maintenance of the Premises, including but not limited to: (i) keeping the Premises as clean and safe as the conditions of the Premises permit and causing no unsafe or unsanitary conditions in the common areas and remainder of the Premises that Tenant/Guest uses; (ii) not deliberately or negligently destroy, deface, damage, or remove any part of the Premises or knowingly permit any person to do so; and (iii) notifying Agent in writing of the need of replacement of or repairs to a smoke detector, and replacing the batteries as needed during the tenancy. Tenant/Guest agrees not to use the Premises for any activity or purpose that violates any criminal law or governmental regulation and may use the Premises for residential purposes only. Tenant`s breach of any duty contained in this paragraph shall be considered material, and shall result in the termination of Tenant/Gues`s tenancy. By agreeing to these Terms & Conditions, as acknowledged by signature below, Tenant/Guest waives, discharges and agrees to hold harmless Landlord/Management from all damages or injuries arising from or related to Tenant/Guest stay at Property, including without limitation, any accidents or injury to Tenant/Guest, Tenant/Guest`s visitors and associates, and loss of money, jewelry or valuables of any kind. Tenant/Guest is responsible for keeping his valuables and vehicles safe at all times. Additional Policies such as Rates and Fees, Check-In/Out Time, Cancellations, Minimum Stay, Smoking, Pets, Maximum Guests allowed, Children and age, Security Deposit etc. will be according to the House rules or the Reservation policies which have been provided to you separately by Landlord/Management. 

Occupancy Limits. Unless otherwise stated in paragraph 1, occupancy of the Premises shall be limited to two persons per bed, including family, children and Tenant/Guests. Bedding arrangements in the Premises are portrayed only to illustrate possible sleeping arrangements and may not be taken as a representation of permitted occupancy. Tenant/Guest agrees to be responsible for ensuring that maximum permitted occupancy of the Premises is not exceeded during the term of this Agreement, and should contact Landlord/Management with any questions regarding permitted occupancy of the Premises. Children ARE counted in the occupancy unless they are under the age of 2 and/or they still sleep in a crib. Misrepresentation of occupancy may result in Tenant/Guest fines and/or being asked to vacate the property without a refund. 

Agent Duties. Landlord/Management is required to provide the Premises in a fit and habitable condition. If at the time Tenant/Guest is to begin occupancy of the Premises, the Premises are not in a fit and habitable condition and Landlord/Management cannot substitute a reasonably comparable property in such condition, Landlord/Agent shall refund to Tenant/Guest all payments made by Tenant/Guest to Landlord/Management. 

Cancellation. In the event of a cancellation by Tenant/Guest, Tenant/Guest shall receive a refund of all payments in accordance with the Cancellation Policy as identified on your booking platform. House rules and/or Reservation Policies are identified on each booking platform and may vary between booking platforms. NOTE: Trip interruption insurance may provide coverage for losses incurred by Tenant/Guest in the event of a cancellation. It is the sole responsibility of the guest to purchase travel insurance if they wish to protect their trip and purchasing same has no affiliation with Landlord/Management. 

Travel Insurance. If you choose not to purchase travel insurance to protect your trip, you may not be eligible for any refund for events that would otherwise have been covered, including hurricane evacuation. THE NC DEPARTMENT OF INSURANCE GUIDE TO TRAVEL INSURANCE INCLUDES, BUT IS NOT LIMITED TO THE FOLLOWING RECOMMENDATIONS PER NC COMMON TYPES OF TRAVEL INSURANCE POLICIES: Some common coverages under travel insurance policies include: Trip Cancellation/Interruption Insurance Reimburses you for any nonrefundable deposits you put down on a trip or cruise if you have to cancel your insured trip due to sickness, death in the family or any other misfortune listed in the policy. You must first seek reimbursement from the trip provider before the insurance company will consider the claim. Some policies may also reimburse you for the unused portion of a vacation if you or an immediate family member becomes seriously ill or injured while on a trip. Emergency Medical Assistance Provides insurance for medical treatment if you become ill or have an injury while traveling. Some policies may pay for benefits that may not be covered by a standard health insurance plan. Unlike normal health insurance, some of these policies may include a deductible that applies to each claim. Make sure you are buying the coverage you want. Baggage Insurance Provides coverage if your belongings (luggage and personal possessions) are lost, stolen or damaged during a trip. You may also want to find out if the airline or trip operator offers any type of insurance for your belongings. Accidental Death Provides coverage if you or a family member dies from a covered injury or accident while traveling. Claims paid due to weather conditions are contingent upon mandatory evacuation orders. Travel insurance may not provide coverage for a storm that has already been named at the time you purchased coverage. You might have some coverage for unexpected travel-related expenses if you have health or homeowner's insurance, or a credit card. Here are some points to consider: HEALTH INSURANCE How does your health insurance cover healthcare expenses for sickness or accidents that occur outside of your local area, or in another state or country? Does it cover emergency medical evacuations (due to sudden illness) while traveling? Travel insurance can be a valuable source of coverage for these types of situations, if your health insurance would not provide coverage. HOMEOWNER`S OR RENTER`S INSURANCE Contact your insurance company or agent to find out if your homeowners or renters policy provides coverage for all of your travel belongings if they are lost or stolen while you are traveling. If not, then travel insurance might provide this type of protection. CREDIT CARDS Some credit cards offer various types of travel coverage, either for free or at an additional cost, if your planned trip is canceled or interrupted. Check with your credit card provider. LINK TO DOCUMENT: https://files.nc.gov/doi/documents/consumer/publications/consumer-guide-to-travel-insurance_cmi1.pdf 

Mandatory Evacuation. If State or local authorities, acting pursuant to Article 1A of Chapter 166A of the General Statutes, 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. Upon compliance, the Tenant/Guest shall be entitled to a refund from the landlord of the rent, taxes, and any other payments made by the Tenant/Guest pursuant to the vacation rental agreement as a condition of the Tenant/Guest`s right to occupy the property prorated for each night that the Tenant/Guest is unable to occupy the property because of the mandatory evacuation order. The Tenant/Guest shall not be entitled to a refund if: (i) prior to the Tenant/Guest taking possession of the property, the Tenant/Guest refused insurance offered by the Landlord/Management or real estate broker that would have compensated the Tenant/Guest for losses or damages resulting from loss of use of the property due to a mandatory evacuation order; or (ii) the Tenant/Guest purchased insurance offered by the landlord/management or real estate broker. The insurance offered shall be provided by an insurance company duly authorized by the North Carolina Department of Insurance, and the cost of the insurance shall not exceed eight percent (8%) of the total amount charged for the vacation rental to the tenant less the amount paid by the tenant for a security deposit. NOTE: TENANT/GUEST`S DECISION WITH RESPECT TO THE PURCHASE OF TRIP INTERRUPTION INSURANCE WILL AFFECT TENANT/GUEST`S RIGHTS IN THE EVENT OF A MANDATORY EVACUATION. SEE PARAGRAPH BELOW. 

Disbursement of Rent and Third Party Fees. Tenant/Guest authorizes Agent to disburse up to fifty percent (50%) of the rent set forth in paragraph 3 above to the owner (or as the owner directs) prior to Tenant/Guest`s occupancy of the Premises, and the balance of the rent upon the commencement of the tenancy, a material breach of this Agreement by Tenant/Guest, or as otherwise permitted under the Vacation Rental Act.Tenant/Guest agrees to pay a $35.00 processing fee for any check of Tenant/Guest that may be returned by the financial institution due to insufficient funds or because Tenant/Guest did not have an account at the financial institution. Tenant/Guest also authorizes Agent to disburse prior to Tenant/Guest`s occupancy of the Premises any fees owed to third parties to pay for any goods, services, or benefits procured by Landlord/Management for the benefit of Tenant/Guest, including but not limited to any fees set forth herein payable to Landlord/Management for reservation, transfer or cancellation of Tenant/Guest`s tenancy. 

Security Deposit. Any security deposit may be applied to actual damages caused by Tenant/Guest as permitted under the Tenant Security Deposit Act. In addition, Landlord/Management may deduct from the security deposit the amount of any unpaid long distance or per call telephone charges and cable television charges that are not specifically described in this Agreement (including any addendum hereto) as being included with the Premises. Agent shall apply, account for, or refund Tenant/Guest`s security deposit within 45 days following the end of the tenancy. 

Trust Account. Any advance payment made by Tenant/Guest shall be deposited in a trust account with Wells Fargo Bank located at P. O. Box 6995,Portland, OR 97228-6995. Tenant/Guest agrees that any advance payment may be deposited in an interest-bearing trust account and that any interest thereon shall accrue for the benefit of, and shall be paid to, the Landlord/Management/Owner (or as the owner directs pursuant to the property management contact) as it accrues and as often as is permitted by the terms of the account. 

Eviction and Expedited Eviction. If the tenancy is for less than 30 days, Tenant/Guests are subject to expedited eviction as set forth in Article 4 of the NCVRA (NCGS42A). If the tenancy created hereunder is for 30 days or less, the expedited eviction procedures set forth in the Vacation Rental Act will apply. Tenant may be evicted under such procedures if Tenant/Guest: (i) holds over in possession after Tenant`s tenancy has expired; (ii) commits a material breach of any provision of this Agreement (including any addendum hereto) that according to its terms would result in the termination of Tenant`s tenancy; (iii) fails to pay rent as required by this Agreement; or (iv) has obtained possession of the Premises by fraud or misrepresentation. Landlord/Management can refuse to allow Guest into the property or ask Guest to leave if they reasonably believe Guest or any member of Guest`s party (or any other person invited by Guest to the property) are behaving illegally or that any damage is likely to be caused, has been caused or is being caused as a result of Guest behavior or any members Guest has invited to the property and without providing a refund of any payment Guest has paid for the booking and Landlord/Management will not be legally responsible to find any alternative accommodation. Events that would constitute material breach of this agreement by tenant and terminate tenancy include: damage to the property, pets in a non-pet unit, smoking in a non-smoking unit, nonpayment of rent, hold over past check-out time, house-parties, property rental obtained through fraud or misrepresentation, and violation of the NORTH CAROLINA VACATION RENTAL ACT, which is incorporated into this agreement. 

Transfer of Premises. A. If the owner voluntarily transfers the Premises, Tenant/Guest has the right to enforce this Agreement against the grantee of the Premises if Tenant/Guest`s occupancy under this Agreement is to end 180 days or less after the grantee`s interest in the Premises is recorded. If Tenant`s occupancy is to end more than 180 days after such recordation, Tenant has no right to enforce the terms of this Agreement unless the grantee agrees in writing to honor this Agreement. If the grantee does not honor this Agreement, Tenant is entitled to a refund of all advance rent paid by Tenant (and other fees owed to third parties not already lawfully disbursed). Within 20 days after transfer of the Premises, the grantee or the grantee`s agent is required to: (i) notify Tenant in writing of the transfer of the Premises, the grantee`s name and address, and the date the grantee`s interest was recorded; and (ii) advise Tenant whether Tenant has the right to occupy the Premises subject to the terms of this Agreement or receive a refund of any payments made by Tenant. However, if the grantee engages Agent to continue managing the Premises after the transfer, the grantee shall have no obligation under (i) or (ii) above if this Agreement must be honored under the Vacation Rental Act or if the grantee agrees in writing to honor this Agreement. B. Upon termination of the owner`s interest in the Premises, whether by sale, assignment, death, appointment of a receiver or otherwise, the owner, owner`s agent, or real estate agent is required to transfer all advance rent paid by Tenant (and other fees owed to third parties not already lawfully disbursed) to the owner`s successor-in-interest within 30 days, and notify Tenant by mail of such transfer and of the transferee`s name and address. However, if Tenant`s occupancy under this Agreement is to end more than 180 days after recordation of the interest of the owner`s successor-in-interest in the Premises, and the successor-in-interest has not agreed to honor this Agreement, all advance rent paid by Tenant (and other fees owed to third parties not already lawfully disbursed) must be transferred to Tenant within 30 days. 

Assignment. Tenant agrees to indemnify and hold harmless Agent and the owner from and against any liability for personal injury or property damage sustained by any person (including Tenant`s guests) as a result of any cause, unless caused by the negligent or willful act of Agent or the owner, or the failure of Agent or the owner to comply with the Vacation Rental Act. Tenant agrees that Agent, the owner or their respective representatives may enter the Premises during reasonable hours to inspect the Premises, to make such repairs, alterations or improvements thereto as Agent or owner may deem appropriate, or to show the Premises to prospective purchasers or tenants. Tenant shall not assign this Agreement or sublet the Premises in whole or part without written permission of Agent Pets. Unless otherwise specifically stated and permitted by listing description and agreement (including any addendum hereto), no pets shall be allowed on the Premises. Tenants breach of this provision shall be considered material, and shall result in the termination of Tenants tenancy. 

Governing Law; Venue. The parties agree that this Agreement shall be governed by and construed in accordance with the laws of the State of North Carolina, and that in the event of a dispute, any legal action may only be instituted in the county where the Property is located. 

Notice. Use of Electronic Means; Notice. The parties agree that electronic means may be used to sign this Agreement or to make any modifications the parties may agree to, and that any written notice, communication or documents may be transmitted electronically to any e-mail address, cell phone number or fax number used by the parties to communicate during the course of this Agreement. Any notices required or authorized to be given hereunder or pursuant to applicable law may also be mailed to Tenant`s address or hand delivered to the Tenant/Guest at the address of the Premises and to the Landlord/Management at the Agent`s address. 

Reservations for next year. We love our dedicated guests who return year after year. Advance tentative reservations will be accepted for the following year, but cannot alway be guaranteed. If you want to reserve the same unit for the same time frame next year, please reserve it asap. When booking this far out, additional conditions may apply. 

Lost and Found. If you leave something behind, call or email us asap and we will make every effort to locate it and return it to you via USPS Collect on Delivery. We will not be responsible for any items left on the property. Any items found in units will be kept in our office for 30 days only; after which time, if still unclaimed, they will be donated to charity. 

Telephones. Widespread usage of mobile phones has eliminated the need for us to provide telephones in the suites.  

Mail. Guests cannot receive mail at the property. 

Furnishing/Equipment. This property is privately owned and all suits are equipped with air conditioning, television with streaming services, full kitchens, a washer and dryer (other than the ADA rooms), dishwasher, and microwave unless otherwise indicated. We provide bedding/bed linens, bath towels, hairdryer, kitchen cooking essentials (dishes, silverware, cookware, toaster, keurig coffee maker), and a single/travel size supply of k-cups and condiments, dish soap, laundry soap, toilet paper, trash bags, and shampoo/conditioner/bath soap/lotion. Irons are also available upon request. Each unit is decorated in one of our four themes. There will be no refunds or discounts due to Tenant/Guest`s dissatisfaction with the d├ęcor or malfunction of equipment. 

Maintenance. We strive for the highest level of maintenance at our properties. Every effort is taken to ensure all equipment and furnishings are in good working order; however, just like any home, sometimes unexpected items become inoperable. If you experience a problem, we ask that you call our office immediately and our staff will work as quickly as possible to have the problem corrected for you. Please be advised, after hours repairs calls and emergency requests will be limited to EMERGENCY SITUATIONS ONLY. Guests can be charged up to $250 for unwarranted emergency service calls. 

Housekeeping. All properties are cleaned, sanitized and disinfected after every departure. In most cases the same housekeeping staff will clean each suite each week so they are familiar with the units and the normal wear and tear that has occurred from previous Tenant/Guest. We contract with an outside professional cleaning company and strive to have the best of the best for you. If you are not satisfied with the cleaning of your unit, please call our office within 2 hours of check in and your cleaners will come back and take care of any unresolved cleaning issues. If you arrive after 6:00 PM, please contact our office by 8:00 AM the next day. There will be no discounts for dissatisfaction, but a housekeeper will absolutely come back to address your housekeeping concerns as long as they are reported within the timeframes specified. 

Cleaning During Stay: If you would like to schedule any cleaning during your stay, please contact us by phone in advance of your stay. Charges for this service will be on a case by case basis. 

HVAC Policy: Temperature settings on all HVAC units must be kept between 68 to 76. Our building has been designed with energy-efficient insulation, so these upper and lower limits are very effective in our suites. Please see our staff if you require a temperature setting outside these limits. Failure to follow these instructions will increase the risk of property damage (e.g., freezing of lines, etc.) and guest liability.

Cleaning/Check Out Procedures: Check-Out time: 10 AM                                                                                                                                                (Note: At this time we cannot accommodate late check out requests, we hope to be able to accommodate special requests for you in the future.)         --Please wash and put away all dishes and kitchenware (for any last minute items, please load dishwasher, load the detergent/pod provided, and in the sanitize wash mode, start the wash cycle);                                                                                                                                                                            --Please remove all food from the refrigerator and cabinets (other than the salt and pepper and coffee pods/sugar/creamer);                                          --Ensure all doors and windows are shut and locked; and                                                                                                                                                         --Please remove all personal items and all trash and debris and dispose of trash and recycling in the gated onsite trash dumpster (enclosed/fenced area located at the left back corner of the building (Note: left back if you are facing the ocean);                                                                                          --Please leave property in good order and report any damaged items and/or inoperable equipment to management by calling us or sending an email to office@BlueStarRealEstateNC.com and in the subject line please type, "Guest Report, Room No.___."                                                                               --When you are ready to check out, please shut the door and lock it by pressing the checkmark key on the keyless entry keypad and once the door is locked, enter into the keypad the following: 123456 and hit the checkmark key. This will inform us that you have checked out of the property. 

This property is managed by BlueStar Real Estate, a small, locally owned and operated Commercial and Residential Real Estate Firm. We believe in providing our guests with a simplified, high quality vacation rental experience. Please do not hesitate to contact us by phone or by email with any questions you may have. We are here for you and happy to help you. Saltwater Suites, Managed by BlueStar Real Estate 

Please click HERE to fill out our Check-In Form and sign you Vacation Rental Agreement.