Frequently Asked Question by Cooke Realty Renters
Q: Are all Cooke Realty Properties privately owned?
A: Yes. All of our homes and condos are privately owned.
Q: Is there an age requirement to make a reservation in one of the vacation rental homes?
A: Yes. You must be at least 21 years of age or married to reserve on of our vacation rental homes.
Q: Are Pets allowed?
A: Although we do manage numerous properties that accept pets (Ask our reservation department about PET FRIENDLY HOMES ) Other pets (of any kind) are not allowed in our properties. Should a pet be discovered, guest will be asked to vacate the rental property without refund and any related costs will be applied to the guest's credit card.
Q: Are the homes cleaned?
A: Yes, our rental properties all start the rental season with a deep spring clean. After guests depart our housekeeping staff will clean the unit. We use professional cleaning products, and gentle care to ensure you’re pleased. If we can make your experience better, please call us upon check-in.You can choose to clean your property and receive your cleaning fee less an inspection fee returned to you after departure. Speak with the front desk for more information. 800.622.3224
Q: How do I make a reservation?
A: Easy, we offer several ways to make a reservation. First, contact one of our Vacation Specialist at 800.622-3224 during normal office hours seven days a week. You can also make a secure online reservation, or send us an email with your desired dates and a contact number. In addition, you can click on the "Push to talk" button on our website, and your phone will ring!
Q: Ok, that's easy, what's next?
A: Once you make a reservation, a rental agreement detailing your rental charges and required payments will be sent to you electronically. You are required to make the initial deposit at the time of your reservation by credit card. We accept Visa, Mastercard or Discover. The balance of your payment can be made by check, money order or credit card.
Q: How much do I have to pay up front?
A: The initial deposit includes 50% of the rental amount
Q: Are there any other fees?
A: Yes, a non-refundable $75 reservation fee and taxes.
Q: Do you charge a Security deposit fee?
A: We have two options for security deposit. Either a $45 damage waiver fee that is non-refundable and covers up to $500 of unintentional damage, or a $500 security deposit paid by check or credit card that is refunded 30 days after departure less any damages.
Q: When is the balance due?
A: The balance is due 45 prior to arrival. If you make a reservation within 30 days of arrival the total balance is due in full by credit card only at time of reservation.
Q: What should I bring?
A: All of our homes are equipped with the following items: fully equipped kitchen, washer and dryer, can opener, ice maker or ice trays, coffee maker, toaster, blender, vacuum cleaner, and porch furniture, unless otherwise noted in the description. You must furnish your own sheets, pillow cases, blankets, towels, beach chairs, BBQ grills, and paper products. Most kitchens are well-equipped, but you may want to bring your favorite pans.
Q: Can I rent linen?
A: Linen packages are available through Cooke Realty. Each package contains bedding for each bed listed, 2 bath towels and one washcloth per number of occupants, and 5 kitchen towels and is priced according to each property. You may inquire with your rental agent as to the charges. The linen charges include tax as well. Please reserve these 2 weeks prior to your stay.
Q: Where can I find details on check-in time, smoking, etc.?
A: Within the rental agreement you can expect to find terms related to check-in and checkout times, maximum occupancy, pet policies, cancellation conditions, and maintenance of the rental.
Q: When is “In Season” and when is “Off Season”?
A: IN SEASON June to August. The rentals during this time are available on a weekly basis from Saturday to Saturday. Some select homes offer a 25% discount for the weeks of June 4 to 11 and August 11 to 19. Off-season rates apply after August 19th on other select homes. Please ask a vacation specialist for specific rates on certain properties. Some properties offer rates discounted up to 50% from October 1 to April 1. 2012. Other properties may be available for daily rentals with a 2 day minimum.
Q: How are cancellations/refunds handled?
A: Should you need to cancel your reservation after you have made your initial payment, no refunds will be made until your unit is re-rented and confirmed. The rental property must be re-rented for the same period at the full amount and there will be a processing fee of $100 and $75 reservation fee that is non-refundable. Cancellations made with 30 days prior to the rental period will forfeit all rental payment if the property is not re-rented. The cancellation policy associated with your rental agreement will clearly communicate penalties associated with cancelling your contract. Note that cancellations due to weather conditions are not permitted. Travel insurance can protect your vacation investment if unforeseen circumstances require you to cancel your trip.
Q: What is the check in procedure for late arrivals?
A: KEYS FOR LATE ARRIVAL will be left in a box beside our office door in an envelope with your name and directions to your unit Please come by our office the next morning to register. Call ahead if you plan to arrive late.
Please check all keys upon arrival to be sure that all keys are correct. After hours lock-outs will be charged a $20.00 fee. Should you have an emergency and need assistance after hours dial 910-754-0806 and our after hours attendant will return your call. Please note that our service repairmen are not available after hours.
Q: What if there is a problem during my vacation?
A: It is in your best interest to report any problems immediately. Should you have an emergency and need assistance after hours dial 910-754-0806. If you have a medical emergency please call 911. Keep the address of your rental property handy for emergencies. Contact information will be provided in the pre-arrival instructions and also posted in the rental.
Q: We love Ocean Isle and our rental! Can we reserve our unit for next year this same week?
A: Yes! Over 97% of our vacationers plan to renew their next Ocean Isle Beach vacation with Cooke Realty. While you are here, make your reservation for 2013 by coming to the office or calling by the Thursday prior to your departure. You will have first priority to reserve the same unit for the same week the following year.
Q: What are the fees for advance reservations?
A: All advance reservations will require a hold fee of $100 to $1000 depending on the individual property. The hold fee is non-refundable and non-transferable should you cancel your reservation, but will apply towards the rental amount once the deposit request and rental agreement is mailed in the winter of 2012. The rates of the properties are subject to the approval of the owners and are tentative until the rates are established.
Q: What happens when I get ready to leave?
A: If you choose the "leave it clean" departure cleaning option, please see instructions on how to leave the property to receive your rebate (less fees) First, ensure that the property is secure. Check all windows, doors, electrical appliances and heat to ensure everything is secure and off. Remove all trash and place in container outside. Check to make sure that all your personal items are packed, and nothing is left behind. Lock the door, and return the key to the rental office. We hope you enjoy your stay, and will come back again to visit us.
