Frequently Asked Questions

Information You Need To Know

Q: Are all Cooke Realty Properties privately owned?

A: Yes. 

 

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

 

A: Wedding and special events are allowed in a select number of properties. Please inquire for a list of select properties. If you find one suitable, we required a separate wedding addendum, a wedding insurance policy at the 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 rental charges.  

 

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 offseason are not always possible for inspection or previewing during the offseason. Please call us before your visit to ensure the property is available to preview. 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 one 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: All properties do not allow pets. We do manage numerous properties that accept pets that require a non-refundable pet fee.

Should a pet be discovered, the leaseholder will be asked to remove the pet from the property. The unit will require deep cleaning and sprayed for fleas, which could potentially disrupt a future stay. Please be kind! Many people have animal allergies.  

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 regular 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 will be sent to you electronically. You are required to make the initial deposit at the time of your booking by credit card or Echeck.  

 

Q: How much do I have to pay upfront?

A: The initial deposit includes 50% of the rental amount—the reservation fee, the damage waiver, and, if applicable, the travel insurance premium.

 

Q: What form of payment do you accept?

 

A: We take Visa, MasterCard, American Express and Discover cards, 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 lease. We are unable to allow more than four payments on any one booking.

 

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 the 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 costs.

 

Q: When is the balance due?

A: The balance is due 45 before arrival. If you make a reservation within 30 days of arrival, the total balance is due in full by credit card only at the time of booking.

 

Q: What should I bring?

A: Homes and condos contain the following: 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 sheets, pillowcases, 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 3:00-4:00 pm, and check out time is 10:00 am. Failure to checkout and return the keys to our office by 10:00 am 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 would be charged to your credit card if not returned. 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 weekly 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 are processed 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 $175 and the $75 (taxed) reservation fee that is non-refundable. Cancellations made 30 days before the rental period will forfeit all rental payments if the property is not re-rented. The cancellation policy associated with your rental agreement will communicate penalties associated with canceling 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 arrive before 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. 

 

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

 

After hours lock-outs will be charged a $50.00 lock-out 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 rental unit.

 

Q: What about after-hours assistance?

 

A: After-hours, calls for assistance is available until 9:00 pm, seven days a week. Calls received after 7:00 pm requesting maintenance shall be processed the following business day. Housekeeping requests after closing will be processed the next business day. 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 2021. Come by or call our office by the Thursday before your departure. 

 

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 2021 reservations require a pre-reservation $200 deposit on all Oceanfront cottage properties and a $100 deposit for all other units. This pre-reservation fee applies directly toward your booking. Please keep in mind that HOLD Reservation Fees are non-refundable and non-transferable. We do not confirm rates until later in the year. The rental price and all rental reservations are subject to the approval of the property owners.

 

Q: What are the fees for reservations?

A: All next year's reservations will require a holding 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 are sent by email or if requested regular mail. 

 

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 safe and turned 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 on the sales market, a local REALTOR may need to show the property while you are there. We will make every effort not to interrupt your stay but may have to set up a convenient time to show the property.

 

Q: What happens when sold?

 

A: If the property sells and becomes unavailable to rent, you will be contacted. 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: Pools usually are available to be heated from March 1st-May 15th and Sept 15-November. Our Maintenance department requires five (5) days' notice to heat private pools. Inquire about the fee to heat a pool