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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: We are interested in having a wedding in one of your vacation rentals, is this okay?

A: Wedding and special events are allowed in a select number of properties. Please inquire for a list of properties. If you find one suitable, we required a separate wedding addendum,  a wedding insurance policy at a cost of $150-200, special events fee of $1000 ( non-refundable) and a refundable security deposit of $1000 in addition to the cost of the rent fees.  If we find that a reservation has been made and/or a wedding/ special event is discovered, the tenant and guests will be asked to leave immediatley, without a refund. 

Q: We are interested in previewing a property, what is the procedure?

A: Cooke Realty gladly makes available requested properties for previewing by appointment only. Properties not available for rent during the off season are not available for inspection or perviewing during the off season. Property previews request in the summer is not available on Saturday. If the unit is unoccupied during the week, appointments can be accepted. Please inquire.

 

Q: Is there an age requirement to make a reservation in one of the vacation rental homes?

A: Yes. You must be at least 25 years of age or married to reserve on of our vacation rental homes.

Q: My friends from college would like to visit during Spring Break?

A: We do not rent to groups, house parties, etc.. only families and couples. We reserve the right to refuse occupancy if, in the agent's opinion, occupancy is detrimental to the property.

Q: Are Pets allowed?

A: Although we do manage numerous properties that accept pets which require a non refundable pet fee (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.

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.

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., the reservation fee, the damage waiver and if applicable the travel insurance premiun.

Q: What form of payment do you accept?

A: We take visa, mastercard and discover card, and personal checks. 

Q: We are visiting with another family, can they make payments on the account using their credit card?

A: Due to Cardmember/Consumer Protection Laws, we are unable to accept credit card payments from anyone but the tenant named on the reservation. The credit card must have the same name as the name on the reservation.   We can not allow more than four payments to be made on any one reservation.

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 not available through Cooke Realty. Please call our office for contact information of area linen providers.

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. Check in time is 4:00 pm, and check out time is 10:00am. Failure to checkout and return the keys to our office by 10:00am may result in a charge to your credit card.  All keys must be received. If you received a gate key to a community pool, a fee of $50.00 will be charged to your credit card. We must receive these community keys back to our office on your departure.

Q: When is “In Season"?

A: IN SEASON June to August. The rentals during this time are available on a weekly basis from Saturday to Saturday.

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: Late arrivals should communicate with our office. We will provide information about late arrivals. All tenants should plan to arrival prior to the close of the business. The tenant who made the reservation is required to pick up the keys and provide us a copy of their driver's license or valid id. The license tag number of each car that will be parked at the property will also be required.

Q: What if I lock myself out of the property?

After hours lock-outs will be charged a $50.00 lockout fee. Should you have an emergency and need assistance after hours dial 910-579-3535 and select option 6. 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. 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 renta unit.

Q: What about after hours assistance?

A: After hours calls for assistance is available until 9:00pm, 7 days a week. Calls received after 7:00pm requesting maintenance shall be processed the following business day. Cleaning request can't be processed after the close of the office. Office hours are posted at our office and on our autoteller voice mail by dialing 910-579-3535.

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 2014 by coming to the office or calling by the Thursday prior to your departure. RENTAL PRICES FOR 2014 WILL BE SET IN DECEMBER 2013.

You will have first priority to reserve the same unit for the same week the following year. A payment must be received or we will not hold the property. All 2014 advance reservations require a pre-reservation $300 deposit on all Ocean front cottage properties and $100 deposit for all other properties. This pre-reservation fee applies directly toward your reservation. Please keep in mind that HOLD Reservation Fees are non-refundable and non-transferable.  We do not confirm rates until December of each year. The rental price and all rental reservations are subject to approval of the property owners.

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 2013-2014. 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: 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.

Q: What if my property is for sale?

A: If your rental unit is placed on the sales market, we may need to show the property while you are there. We will make every effort not to interupt your stay, but may have to to set up a convenient time to show the property.

Q: What happens if the property is sold?

A: If the property sells and becomes unavailable to rent, you will be contacted immediately, We will make every effort to find you other accommodations or give you a full refund.

Q: When can our private pool be heated?

A: From March 1st-May 15th, and Sept 15-November.  Our Maintenance department requires five (5) days prior notification to heat private pools. . A fee for heating pools is required on all pools that can be heated.

 

 

 

 

We hope you enjoy your stay, and will come back again to visit us.

Cooke Realty, Inc.
1 Causeway Drive
Ocean Isle Beach, NC 28469
Reservations: 1-800-NC-BEACH
General Information: 910-579-3535
Email: cookerealty@atmc.net

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