Frequently Asked Questions

If your question isn't answered here, please call us (800-845-7017).

How do I make a reservation?

Our toll free reservation line, 1.800.845.7017, has reservationists available Monday-Saturday, 9:00 a.m.-5:00 p.m. We will be open 8:00 a.m. - 6:00 p.m. Monday-Saturday and 10:00 a.m. - 4:00 p.m. on Sundays during our peak reservation months (January, February and March). In addition, our online booking is available 24 hours a day, 7 days a week. If you do make a reservation online a vacation specialist will contact you to confirm and finalize your rental with in 48 hours. The reservation is not final until approved by agent. Once approved, the reservation is subject to all terms, conditions and policies.

What is your payment policy?

A deposit of 40% of the total price is required for all reservations due within 10 days of booking the reservation. Final payment is due 30 days prior to arrival. Mark your calendar as no reminders will be sent out. No personal checks will be accepted after this date **Exception: Reservations made within 30 days of arrival must be paid in full by credit card at the time of booking and all monies paid are non-refundable at that time.

What if I need to cancel my reservation?

For a refund of monies, cancellation must be in writing and received 91 days prior to arrival date. For cancellation made prior to 91 days of arrival, a cancellation fee of $60.00 and the Reservation Fee of $60.00 will be forfeited. Cancellations made between 90 days and 31 days of arrival will result in a forfeiture of the 40% deposit. Cancellations within 30 days of arrival will result in a forfeiture of full contracted amount. Cancellation Insurance is available for an additional fee. (Third party reservations are not eligible.) No refunds will be given for early check-outs or no-shows.
**This cancellation policy does not apply to discounted 3 week or longer reservations.

How do I get travel insurance?

Travel Insurance is available to all guests. You may purchase travel insurance up to the final payment; however, coverage may be limited when insurance is purchased outside of the guidelines listed in the Description of Coverage. Once insurance is purchased you have 10 days from the purchase date to cancel (providing you have not left on your trip). After that date, the insurance is non-refundable. Please note, you must be able to travel at the time you purchase coverage.

The cost of the insurance plan is 7% of you total rental, including all taxes and fees. Should you have questions about coverage you can call CSA Travel Protection at 866-999-4018, mention Plan Code 330CSA, or visit their website at www.vacationrentalinsurance.com.

The following are highlights of the Vacation Rental Insurance brochure from CSA. You may request a free copy of the brochure, or visit their website for full details.

Schedule of Benefits

The following coverage and benefits are a sample of the listed coverage and are described on a general basis.

• Trip Cancellation or Interruption due to Sickness, Injury or death of you, your Family Member or Traveling Companion.
• Mandatory Evacuation at your destination due to adverse weather or natural disaster. In order to cancel or interrupt your Covered Trip, you must have 4 days or 50% of your total Covered trip length or less remaining at the time the mandatory evacuation ends. Benefits for this coverage are NOT payable if a hurricane is named on or before the Effective Date of the Insured's Trip Cancellation Coverage. (Effective Date is 12:01AM Standard Time on the day after your premium is received.)
• Being directly involved in a documented traffic accident while en route to your vacation rental.
• Military Leave involuntarily revoked (within 30 days of your departure date).
• Termination of Employment or Layoff that occurs more that 15 days after your effective date and was not under your control. You must have been with the same employer for 5 years prior to termination or layoff.
• A transfer of Employment of 250 miles or more
• Common Carrier delays resulting from inclement weather, mechanical breakdown, or organized labor strikes

Are refunds available in the case of inclement weather?

No refunds will be given for cancellation or interruption due to weather. Travel insurance is available for a fee (restrictions apply). For more information visit www.vacationrentalinsurance.com

What are your check-in and check-out times?

CHECK-IN time is 4:00 - 6:00 p.m. CHECK-OUT time is by 10:00 a.m. Each of our rental guest must agree to schedule arrival and departure at stated times. DO NOT go to the property before checking in with our office. If cars or people are seen at the property, it will delay its cleaning and inspection, and thereby, delay the check-in time.
CHECK-IN & CHECK-OUT LOCATION - 1032 Highway 278, Hilton Head Island, SC. Our office hours are 9 a.m.-5 p.m., Mon-Sat. During peak occupancy, our office hours for Saturday will be 9 a.m. - 11 a.m. and 2 p.m. - 6 p.m. All late arrivals and Sunday arrivals must call ahead to prearrange Check-In.

Can we make advance reservations?

Current guests have the first option to rebook the same property for the following year if the property is available. The advance reservation must be made within 1 week after the current year's departure.

What is the Peace of Mind Accidental Damage Plan?

At Resort Rentals of Hilton Head Island, we understand that accidents do happen. We now include with all rentals an accidental damage plan for all of our guests.

The Accidental Damage Plan covers all "reported" accidental damage that occurs with a maximum limit of coverage** See Below for Coverage Limits. If the cost of the damage exceeds these limits, the guest is fully responsible and will be billed for the additional damage.

**Exception: Property Keys - All keys must be returned to the rental office upon departure or guest will be charged the cost of re-keying the property.

Accidental Damage Plan Does Not Cover:

• Intentional acts that result in damage
• Gross negligence or willful and wanton conduct
• Acts of God
• Any cause, if the guest does not report the damage to Resort Rentals of Hilton Head Island staff by the time they check-out of the property
• Property Keys
• Normal Wear and Tear
• Damage or loss caused by a pet brought onto the premises
• Loss of use of the covered property
• Theft, loss or damage of any property owned or brought onto the premises by a covered guest
• Personal injury
• Any reservation made under false pretenses by an underage guest

In the case of abuse and malicious damage to rental property, guest will reimburse Resort Rentals of Hilton Head Island and/or owner the amount of all damage including attorney's fees if warranted.

Reporting Damage

Any damage must be promptly reported to Resort Rentals of Hilton Head Island. Included in your check-in package is a form that will need to be filled out and returned to the office on or before the day of check-out or this Accidental Damage Plan is void. The Staff of Resort Rentals of Hilton Head Island will have ultimate authority on determining the extent of damage, repairs necessary and Plan eligibility.

Effective Dates of Coverage: Arrival Date to Departure Date
The plan will take effect upon your arrival and will continue to cover you until your departure date.

Are security deposits required?

A Security Deposit is required for all rentals. In lieu of a CASH deposit, an accepted credit card will be acceptable. The amount of a CASH deposit is at the discretion of the Agent; however, the minimum suggested deposit amount is EQUAL to the rental rate or $500, whichever is greater. Guest acknowledges Agent's authority to charge their credit card for damages to property rented by guest and/or their family and/or guest(s).

What should I know about parking?

Plantation areas and villa complexes require each car to have a "pass". Passes are limited to the number of bedrooms a property has. Prior arrangements must be made for after-hours pass retrieval. Please be aware that the Plantations and Condominium Complexes do not allow trailers, motor homes, motorcycles and/or recreational vehicles and rooftop cargo (i.e. Kayaks, Canoes, etc.) other than Cartop Carriers.

Is there a charge for extra keys?

You will be provided with TWO keys to your rental property. A re-key charge will be collected for lost or unreturned keys.

Who is responsible for damage to the rental property?

You agree to indemnify the owner for any damages to the rental property, including damages to furnishings and household items, which are a result of your occupancy, excluding normal wear and tear. Agent and Owner will not be liable for any damages to property nor liable for any accident that may occur during your occupancy of the property or grounds. Owner and Agent may enter property at a reasonable time for the purpose of making repairs. Owner and Agent are not responsible for articles left on the property or its grounds.

Are telephones available?

Phones are available in homes and villas for your convenience in making local calls. Long distance calls must be made collect or charged to a credit or calling card.

What about maid service?

Homes and villas are cleaned before your arrival and after your departure. Daily maid service or interim cleaning is available at an additional charge.

Who supplies linens?

Rental properties are furnished with bedding and bath towels. Linens for rollaway beds are not provided.

What supplies are included in the rental?

For your convenience, properties are equipped with kitchenware and supplies for everyday cooking and a STARTER SUPPLY of paper towels, soap, tissues and toilet paper.

What items should we bring?

Bring beach towels, beach chairs, floats, umbrellas and, certainly, sunscreen!

What types of vehicles are not allowed?

Please be aware that the Plantations and Condominium Complexes do not allow trailers, motor homes, motorcycles and/or recreational vehicles and rooftop cargo (i.e. Kayaks, Canoes, etc.) other than Cartop Carriers.

May I grill outside?

Grilling is prohibited on deck areas. Some homes have grills (check descriptions).

Which properties have swimming pools?

Some villas provide a pool within the complex (unless otherwise noted). Other villas offer access to a community pool; see individual descriptions. Resort Rentals of Hilton Head Island is not responsible for the operation, the opening or closing of the complex/community pools.

Homes have pool access only if noted in their descriptions. Many have private pools or community pools. Private homes with Pools/Jacuzzis where heat is offered (see descriptions) will be heated for an additional charge. Pools/Jacuzzis cannot be heated separately. Pool heating must be arranged two weeks prior to arrival. There will be an additional $50 administrative fee after this period. Due to unforeseen mechanical problems with heating pools/Jacuzzis, we will refund the unused portion of the pool/Jacuzzi charge, but no adjustment will be made to rental rate. All settings for the pool, including temperature, are made only by Resort Rentals of Hilton Head Island. During rare times of low temperature (below 40 degrees) and/or high winds, pools may not be able to reach the pre-set temperature.

POOL HEAT RATES

GAS - Updated 1/17/09
Jan. & Feb. $1500, Mar. - May $850, Jun.- Aug. $350, Sep. & Oct. $850, Nov. & Dec. $1500

ELECTRIC - Updated 1/17/09
Jan. & Feb. $500, Mar. - Oct. FREE, Nov. & Dec. $500

HOT TUB - Stand Alone $250

What about house parties or noise complaints?

Rental Guest understands that we will accept families, married couples and responsible adults over the age of 25 ONLY with the exception of married couples where at least one of the individuals is over the age of 21. (Non-family rentals that meet these requirements will be required to pay a CASH security deposit). Resort Rentals of Hilton Head Island does not rent to high school or college groups. House parties are prohibited. You certify that you have read carefully the limitations placed on the number of persons permitted to occupy the premises, and agree to abide by such limitations: if not, you will be asked to leave with no refund. Any complaints will be dealt with on an individual basis with additional Security Deposit required if situation warrants.

Any use of the rental property for a purpose other than residential use for a family vacation must be approved by the Agent. A request must be submitted for use for any event such as weddings, receptions, family reunions or other large gatherings. If the event is approved, the Guest will be required to pay an additional deposit to be determined by the Agent and abide by Agent's determination on the requested event. The Agent reserves the right to cancel your rental reservation and occupancy of rental with no refund if Guest misrepresents an event.

Are foreign checks accepted?

No, your checks must be issued in U.S. funds and be drawn on a bank that operates within the U.S. Federal Reserve System.

Are pets allowed?

Certain properties do allow pets (check descriptions), but only after Labor Day Weekend and before Memorial Weekend. Reservations must be for a minimum of one week and will incur an additional charge of $100 for villas and $200 for homes. Rental dates run Saturday to Saturday.
For those properties that do not allow them, if pets are found in or on the property we reserve the right to cancel your reservation, forfeiting deposit and occupancy of the rental unit plus a $200 charge to treat the property for fleas.
If you are allowed to bring your pet please follow these guidelines:

• Please make sure that you clean up after your pet in and around your villa or home and dispose of the waste properly.
• Any and all damage caused and the resulting charges, i.e. carpet stains, wall damage, pet hair removal, etc will be the responsibility of the tenant.
  

Please respect the villa and its surroundings so that we may continue to offer properties that allow our 4 legged friends!

Construction

Because tourism is the largest industry on Hilton Head Island, construction and remodeling are always being done. Our reservation agents are not expected to be aware of construction projects, homes or villas. Should you find yourself near construction, please exercise patience and understanding. In the event it becomes intolerable, we'll do our best to talk to the contractors, but no refunds or moves will be made.

Sales

Some of the houses we manage may be available for sale during your stay. If you are staying in a property that is for sale, every effort will be made to schedule showings on a turnover day so as not to intrude on your vacation. Should a request be made to see the property during your stay, you will be contacted in advance by our property management staff.