Frequently Asked Questions

 


Why is credit card only accepted for the initial payment?

We accept credit card for the initial payment of 50% only to help keep our operating costs down.  Our rates are very competitive, and we would like to keep them that way.  By limiting the amount charged to credit cards, we are able to avoid large rate increases and high fees.


Why is there a 5% reservation fee?

A portion of this fee goes toward accidental damage coverage included with your reservation.  The remaining portion of the fee helps offset credit card processing fees.


Are car passes included with my reservation?

Yes, 1 gate pass is complimentary with all reservations. Additional gate passes can be purchased at either gate upon arrival. Each property does have a maximum limit of vehicles which can be parked on site.  Please contact us to find out the limit for the specific property you have rented or are interested in renting.  


Why are gate passes needed?

All properties managed by Beachside Hilton Head Island are located within Sea Pines Plantation, a gated residential community.  Sea Pines requires all vehicles entering the community have either a security issued decal, a Day Pass (purchased at the gate for $6) or Resort Pass (requested by owners or management companies for their guests).  Sea Pines charges owners, property managers and guests for passes.  Gate passes must be presented to the guard at the gate to gain access to the community and then kept on the driver side dash of the car all other times.


Are there any vehicle restrictions for the community?

Yes.  Sea Pines Plantation does not allow the operation of motorcycles or motorized scooters, except for approved handicapped conveyances, within the community.  Further, they do not permit oversized transport vehicles or vans, trailer, commercially marked vehicles or boats in residential areas or driveways overnight.  Please note, Sea Pines will not allow large transport vans, , such as Sprinter vans, to be parked in driveways.


What is the check-in process?

There will not be a formal check-in the day of arrival.  When you get to the island, you will have everything needed to access the property.  After your final payment is received and processed, we will provide the door entry code which will be used to access the property upon arrival.  The complimentary gate pass will be mailed to the address on your reservation approximately 2 weeks prior to your arrival date.


Are properties inspected before arrival?

Yes, all properties are inspected before guests arrive and after they depart.  We inspect to make sure the cleaning is to our standard as well as check for damage or extensive wear & tear to the property and missing items.  If any repairs are needed, we do our best to have them resolved whenever possible before your arrival to avoid disturbance during your vacation.


Will I have access to the Sea Pines Beach Club?

Yes, guests of Beachside Hilton Head Island will have access to the Sea Pines Beach Club.  The parking at the club is extremely limited so we recommend walking, biking or taking the complimentary trolley service offered by Sea Pines. Click here for the trolley route & schedule: Sea Pines Trolley


What items are provided with the rental property?

All rental properties will be set-up with bed linens, bath towels, starter amenities in the kitchen, bathrooms and laundry room.
Bed linens- each king, queen and full size bed will have 2 towel bundles sitting on it when you arrive.  Twin beds will have 1 towel bundle.  Each towel bundle includes 2 body towels, 1 hand towel and 1 wash cloth.  If the property has a sleeper sofa, a clear bag with bed linens and bath towels will be sitting or bedside the sofa.  Additional towel bundles may be provided for an additional charge.
Kitchen amenities- the following items will be provided in the kitchen: 1 paper towel roll, hot pads, dish rags, starter supply of dish soap and dishwashing soap/pods, trash bags
Bathroom amenities- the following items will be provided in the bathrooms: floor mat, body soap, hand soap, 1 box of tissue, travel size shampoo and lotion
Laundry room amenities- a starter supply of laundry detergent will be provided


Are coffee filters or coffee provided?

No.  Properties are equipped with regular style coffee pots.


Are hair dryers provided?

No


What should we do if there is a maintenance issue during our stay?

Please report all maintenance issues to our office as soon as possible.  If we aren’t aware of the issue, it can not be resolved.  We do our best to address all reported issues same day, so long as they have been reported before 2pm Monday – Friday.  We do have an emergency number for issues occuring after hours, on Sunday and holidays.  Our contract allows us 24 business hours to resolve an issue.  Again, we strive to have all issues addressed in a prompt, professional manner so please allow us this opportunity.  Refunds will not be discussed or considered until after resolution has been determined.


What constitutes an early arrival or late departure?

Physically being on the property (i.e. in the pool, leaving a vehicle, dropping off bags outside or inside the property) constitutes an early arrival or late departure.


Are events or gatherings permitted at the residence?

Property use as venue for any public or private function or gathering which results in more people than the maximum occupancy of the house is not permitted.  This restriction includes, but is not limited to wedding ceremonies/rehearsals/receptions, birthday celebrations, anniversary parties and graduation events, unless specifically approved in writing by Beachside.  Further, the set-up of items such as, but not limited to, chairs, tables, tents and lighting for any reason are not permitted. 


Can an early arrival or late departure be accommodated?

Early arrivals and/or late departures may be accommodated but MUST be approved by Beachside prior to the arrival date and noted on the signed rental agreement on file. 


Will I be contacted if the property is ready early the day of my arrival?

On arrival day, an associate of Beachside will contact the mobile number provided if the property is ready before 4pm to authorize an early arrival at no additional charge.  


Why do I need a gate pass?

Sea Pines is a private, gated community which requires each vehicle obtain & display a security issued gate pass for entry into the community.  Daily & weekly passes can be purchased at either gate (cash payment required).  Each specific property has a maximum limit of permissible car passes. Please contact Beachside for the limit on the property rented.   If Sea Pines changes the limit of car passes assigned to the Property after the reservation has been confirmed, the new gate pass limitation will apply and the number of gate passes will be limited to the number stipulated by Sea Pines.  


When will and how will I receive my complimentary gate pass?

The complimentary gate pass will be mailed approximately 2 weeks prior to the arrival date to the Responsible party via the USPS (regular mail).  


How do I obtain additional gate passes?

Daily & weekly gate passes can be purchased at both the main gate and ocean gate of Sea Pines.  Weekly passes are currently $20 each, cash only.  Prices may change.   


What is the service fee for returned checks?

The Responsible Party will reimburse Beachside any fees assessed to them by their bank for the returned check along with any other fees associated with the accepting or processing of a replacement payment.   


What is the breakdown for the state and local taxes?

5% State Sales tax, 2% State Accommodations tax, 2% HHI Beach Preservation tax, 1% Local Accommodations tax   


Who do I make my check payable to?

Beachside Hilton Head Island   


What are the stay requirements?

Beachside requires a seven (7) night minimum stay, unless otherwise specified.  Saturday to Saturday rentals are required during the summer months, unless otherwise agreed upon.    


What is provided with the rental?

Rental includes all bedroom and bathroom linens & towels as well as starter amenities in the bathrooms, kitchen and laundry room.  Bathroom linens include two body towels, one hand towel and one wash cloth per towel bundle (king and queen beds are allotted two towel bundles and each twin bed is allotted one).  There is an additional charge for extra sheets or towels.  Daily maid service is not included in the rental rate, however, is available at an additional charge. Beach towels are not provided. We do not permit towels or linens to be taken from The Property.  


As a return guest, will I receive a discount?

Yes. Current guests will receive an automatic hold on the property rented for the same week the following year.  The hold will expire at 5pm EST the following business day after departure.   If Beachside has not received notification of re-booking within this timeframe the week will become available to the public.  As a sign of appreciation to our loyal guests, we will give a discount off the published rental rate for future reservations starting with a 2% discount and increasing by 1% for each additional reservation thereafter. For example, a return guest will receive a 2% discount for their 2nd reservation with Beachside, a 3% discount for their 3rd reservation, a 4% discount for their 4th reservation and so on until 5%, which is the maximum discount that may be applied.  


What types of issues will result in a fine?

A sample of the issues which will result in a charge to the Credit Card or E-Check on file include, but is not limited to:
     Excessive amounts of debris or trash inside or outside the Property, as determined by Beachside
Damage to the Property’s furnishings, linens, towels or accessories
Theft of the Property’s furnishings, linens, towels or accessories
Evidence of smoking or a pet(s) on the Property
Relocated or moved furniture
Early arrival or late departure (see above for details)
Smoke or fire damage due to use misuse of the Property or use of the fireplace.  (Use of the fireplace, where present, is strictly prohibited.)
Movement of furniture is prohibited.  Any damage to furnishings or floors as a result of moving, rearranging or relocating furniture will be the financial responsibility of the Responsible Party to repair or replace as deemed needed by Beachside. 


What are the temperature settings for pool and spa heat?  (applies to homes with pools)

Heaters are set to 85 degrees (max) for the pool and 102 degrees (max) for the spa, where applicable. Pool heaters are either propane gas or heat pump, with the latter being less effective in colder temperatures.  For properties with a pool & spa combo, there is only one pump and heater to operate both; therefore, when the spa pump & heater is on the equipment is isolated to just the spa (i.e. the pool is not heating).   Pool heat fees are based on the season, pool size and heater type (propane or electric).


I have questions regarding the Safely Guest Verification. Who do I contact?

Contact Safely at concierge@safelystay.com or visit www.safelystay.com/terms-of-use


What is Beachside’s policy regarding catastrophic events?

As taken directly from our rental policies: If a catastrophe event (hurricane, tornado, earthquake, flood, etc.) or any situation simply beyond our control impairs the vacation rental, Beachside Hilton Head Island is not responsible for finding alternate lodging for the renter or for the renter’s financial losses related to transportation or alternate lodging. There will be no refund or credit for emergency evacuations. Whether you own property, run a business, or rent a condo in Hilton Head Island, the threat of a hurricane, flood, or tsunami is always present during certain months of the year, and we all assume this risk. Therefore, we highly recommend purchasing Travel Protection Insurance to secure your vacation investment and eliminate your financial risk. There will be no refunds of any kind for evacuations. The Responsible Party & Occupant(s) must vacate the Property within 24 Hours of the SC Governor or Hilton Head Island Town Manager issuing a mandatory evacuation order.  Occupying the Property after this timeframe constitutes trespassing and will be treated as such.


Will my travel insurance policy cover disruption to my stay from a “named” storm, such as a tropical storm or hurricane?

To determine if your travel insurance policy will provide coverage, please contact the travel insurance company directly.  We are not permitted to answer coverage or claims questions.


Am I able to purchase travel insurance now?

Travel insurance must be purchased at the time of booking or prior to making your final payment.  Please contact the travel insurance provider directly for more specifics on purchasing new coverage when a storm is threatening.   If purchasing from CSA Travel Protection, they can be reached at 866-999-4018


Do I have to leave the property if an evacuation is ordered?

Yes, if the Town of Hilton Head Island issues a mandatory evacuation guests must promptly depart so that we can prepare properties on behalf of the homeowner.


Will I receive a refund if I depart early, whether voluntary or mandatory?

No, refunds are not issued for voluntary or mandatory evacuations which force guests to depart early.


After the storm passes, will I be able to return for the remainder of my reserved stay?

Once the evacuation order has been lifted, Beachside will promptly inspect all properties on program and notifying property owners of our findings.  During these inspections we will determine if guests will be able to return to the property.  If returning is a possibility, we will communicate this to our guests as quickly as possible.


I am scheduled to arrive after the storm’s possible impact.  Will I be able to check-in as scheduled?

There are many factors which come into play when responding to this question…how much damage, if any, has been done to the island and property, how quickly the evacuation order is lifted allowing residents and businesses back to the island, how quickly we can clean and prepare properties for the next guest with evacuated residents returning back to work… Although we are unable to specifically answer this question, I can guarantee we will do everything within our power to have properties ready for guests to return as soon as possible.


Will I be communicated to before, during and after threatening storms?

Yes, we will provide communication to our guests before, during and after threatening storms via email and our social media pages (specifically our FaceBook page).


What happens if the property I’ve rented is damaged by a storm and unable to be occupied?

These situations will be taken on a case by case situation.  In the past when faced with similar situations, we have been successful at relocating guests to alternative properties on our program or moved them to a future timeframe when the property will be available for their use.


What is the best way to reach Beachside during the storm?

If phone services are interrupted due to a storm, we will be communicating with guests by email.  If we arrange for alternative contact numbers prior to a storm, they will be communicated to guests in advance.  Otherwise the best way to reach us is our main number of 843-342-9909 or by email at Stephanie@beachsidehhi.com and Todd@beachsidehhi.com  Although response times may be delayed from our normal based on what we are currently experiencing, we will respond to all as soon as possible.