Vacation Rental Policies & Procedures

Vacation Rental Agreement and Policies 

POLICIES AND PROCEDURES:

Laws. Tenant/Guest agrees to abide by all rules and regulations set forth by local laws.

Conduct. Tenant/Guest shall behave in a respectful manner and shall be good neighbors respecting the rights of the surrounding properties. Creating a disturbance of the above nature shall be grounds for immediate termination of occupancy.

Use. Tenant/Guest commits not to use the property for any illegal or commercial purpose, including but not limited to sub-lease the property or otherwise allowing anyone or more people to stay above the maximum permitted or if not previously agreed with Landlord/Management.

Damages. Tenant/Guest is responsible for any breakage or damage costs (or related costs) in or to the property - along with any extra costs that may result - which are caused by Tenant/Guest or any members of Tenant/Guest party.

Emergencies. If you have an urgent/emergency issue outside the hours of 9am to 5pm (lockout/maintenance/guest/noise disturbance) please scan the Emergency Line QR code located on the first page of the Welcome Book in your suite to place a call to our emergency staff.

Quiet Hours. For the comfort of all our guests, our property is custom to a quiet period in all guest rooms between the hours of 10:00 PM and 8:00 AM. Guests can still enjoy our outdoor common area beyond 10PM, but please be sure to be aware of your noise level.

Minors. Please ensure all minors staying with you or visiting you at the property are supervised at all times.

Smoking & Vaping. This is a smoke free property. If smoking occurs during your stay a $500 unauthorized smoking fee will be billed to your account. If smoking occurs and you cause a fire alarm to go off, additional fees may be billed to your account. 

Cancellations. Cancellation policies may vary for group room block reservations and reservations made through external booking platforms (ie. Expedia, Airbnb, etc.) 

If you cancel your reservation greater than or equal to 30 days prior to your scheduled check-in, you will receive a full refund minus the cancellation fee as indicated in our policies at the time of your booking. ($74 for a Standard Suite, $148 for a Double Adjacent Suite, and $199 for a Triple/Trio Adjacent Suite)

If you cancel your reservation 14 to 29 days prior to check-in, you will be responsible for 50% of the reservation cost (the full amount of your first payment or half of the total reservation cost whichever is greater)

If you cancel your reservation less than or equal to 13 days prior to your scheduled check-in, you will be responsible for the full cost of the reservation, including your final payment normally scheduled to be charged to your payment method on file the day prior to check-in. If canceling a reservation where the final payment is still due, the payment will be processed on the day of cancellation. This cancellation policy applies to reservations booked directly through the website or by phone. 

Cancellation Fees: $74.00 for standard units, $148.00 for adjacent double units, and $199.00 for adjacent triple units. Please note that the cancellation fee is not an additional fee added to your booking, it is a fee that will be retained if the reservation is canceled. 

Cancellation. In the event of a cancellation by Tenant/Guest, Tenant/Guest shall receive a refund in accordance with the Cancellation Policy as identified on your booking platform. Reservation Policies are identified on each booking platform and may vary between booking platforms. NOTE: Travel Insurance may provide coverage for losses incurred by Tenant/Guest in the event of a cancellation or trip interruption. BlueStar Real Estate works with Generali Travel Insurance, an industry leader in vacation travel insurance. It is the sole responsibility of the guest to purchase travel insurance if they wish to protect their vacation investment.

Travel Insurance. Travel protection has been made available with your reservation. The Plan includes coverage for the loss of your prepaid, non-refundable trip costs if your trip is canceled or interrupted due to certain unforeseeable events. We offer travel protection as a way for you to help protect yourself and your trip investment. Outstanding reservation costs are not eligible for reimbursement at the time of cancellation and the cost of the Plan is not eligible for a full refund outside of the Plan’s free look period. Terms and conditions apply; please read your Plan documents carefully and contact Generali Global Assistance with coverage questions.

Link to view complete Travel Protection Plan (G-330Coast) Plan Details (Enter any date, then Select your state of residence, then hit the View Terms & Conditions button) 

The plan cost includes the travel insurance premium and assistance services fee. Travel insurance coverages are underwritten by: Generali U.S. Branch, New York, NY; NAIC # 11231, for the operating name used in certain states, and other important information about the Travel Insurance & Assistance Services Plan, please see link to Important Disclosures.

Mandatory Evacuation. If you choose not to purchase travel insurance to protect your trip, you may not be eligible for any refund for events that would otherwise have been covered, including mandatory evacuations.  If State or local authorities, acting pursuant to Article 1A of Chapter 166A of the General Statutes, order a mandatory evacuation of an area that includes the residential property subject to a vacation rental, the tenant under the vacation rental agreement, whether in possession of the property or not, shall comply with the evacuation order. Upon compliance, the Tenant/Guest shall be entitled to a refund from the landlord of the rent, taxes, and any other payments made by the Tenant/Guest pursuant to the vacation rental agreement as a condition of the Tenant/Guest right to occupy the property prorated for each night that the Tenant/Guest is unable to occupy the property because of the mandatory evacuation order. The Tenant/Guest shall not be entitled to a refund if: (i) prior to the Tenant/Guest taking possession of the property, the Tenant/Guest refused insurance offered by the Landlord/Management or real estate broker that would have compensated the Tenant/Guest for losses or damages resulting from loss of use of the property due to a mandatory evacuation order; or (ii) the Tenant/Guest purchased insurance offered by the landlord/management or real estate broker. The insurance offered shall be provided by an insurance company duly authorized by the North Carolina Department of Insurance, and the cost of the insurance shall not exceed eight percent (8%) of the total amount charged for the vacation rental to the tenant less the amount paid by the tenant for a security deposit. NOTE: TENANT/GUEST`S DECISION WITH RESPECT TO THE PURCHASE OF TRIP INTERRUPTION INSURANCE WILL AFFECT TENANT/GUEST`S RIGHTS IN THE EVENT OF A MANDATORY EVACUATION. SEE PARAGRAPH BELOW.

Payments. At the time of your booking, you will be charged 1/2 of the cost of your stay (including all fees and tax). The remaining 2nd 1/2 will be automatically scheduled to be charged to the same payment method 24hrs before your check-in. If you purchase Travel Insurance through our Website, the full amount of the Travel Insurance cost will be due at the time of booking and included in your first payment.

What we provide. We provide bedding/bed linens, bath towels, hairdryer, kitchen cooking essentials (dishes, silverware, cookware, toaster, keurig coffee maker), and a single/travel size supply of k-cups and condiments, dish soap, laundry soap, toilet paper, trash bags, and shampoo/conditioner/bath soap/lotion. Irons and ironing boards  are located in each suite. Rollaway beds may be available based on availability.

Parking. Parking is property specific. See parking detailed by property listing.

Pets. Other than those designated as pet friendly rentals, our properties are pet free.  Any pet staying at the properties must not be left unaccompanied in units, and must be on a leash at all times while on the property. There is an additional pet fee and depending on your booking platform, the fee may be charged at the time of booking, or one day prior to your arrival. If you are not staying a pet friendly suite and you have not notified us that you will be bringing a service animal and you have a pet in your suite during your stay, a $500 unauthorized pet fee will be billed to your account.

Elevator. We have an elevator that provides service to all units at the property.

Check-in. Check-in. Check in is simple and contactless: You can check in anytime after 4 PM on your check-in date. You will receive a keyless entry smart lock code which you will use to access your suite 7 days prior to your scheduled arrival. Our office is nearby, but we do not have an office on site so please call or email us with any questions you may have. Unfortunately we cannot accommodate early check-in requests during the months of April through October. 

Check-out. Check-out is by 10 AM and it's simple and contactless. Upon booking, you will receive an email with instructions and a code you can enter into your keyless access smart lock which will notify us when you have checked-out of your suite. 

• To check-out of your suite:  Lock the door, then enter into the keypad the following: 123456 ✓. This will inform us that you have checked out of the property.

See check-out requirements below:

• Please wash and put away all dishes and kitchenware (for any last minute items, please load dishwasher, load the detergent/pod provided, and in the sanitize wash mode, start the wash cycle);
• Please remove all food from the refrigerator and cabinets (other than the salt and pepper and coffee pods/sugar/creamer);
• Please remove all personal items and all trash and debris and dispose of trash and recycling in the gated onsite trash dumpster (enclosed/fenced area located at the left back corner of the building (Note: left back if you are facing the ocean);
• Ensure all doors and windows are shut and locked; and
• Please report any damaged items and/or inoperable equipment to management by calling or sending an email to [email protected] and in the subject line please type, “Guest Report, Room No.___.”

NOTE: Additional cleaning charges may be billed to your account for damages and/or disregard for house rules.

Common Area. On the first floor you will find our lobby and guest common area with seating, tables, and work out area. Please help yourself and make yourself at home here, but please be sure to clean up after yourself and return any items used to it’s proper location. 

Events. Tenant/Guest must not hold events (such as parties, celebrations or meetings) at the property that exceed the suite occupancy without the advance written consent of Landlord/Management. Any of these cases will allow Landlord/Management to terminate Tenant/Guest occupancy without refunding payment and Landlord/Management will not be legally responsible to find alternative accommodation.

Access. We will do our best not to interrupt you during your stay with us; however if necessary, Tenant/Guest must allow Landlord/Management or their representative (including workmen) with reasonable notice, access to the property at a reasonable time during your stay (except in an emergency or if a problem needs sorting out quickly and you cannot be contacted in time. In these situations, Landlord/Management can enter the property at any time without giving you prior notice).

Tenant Duties. Tenant/Guest agrees to comply with all obligations imposed by the Vacation Rental Act on Tenant with respect to maintenance of the Premises, including but not limited to: (i) keeping the Premises as clean and safe as the conditions of the Premises permit and causing no unsafe or unsanitary conditions in the common areas and remainder of the Premises that Tenant/Guest uses; (ii) not deliberately or negligently destroy, deface, damage, or remove any part of the Premises or knowingly permit any person to do so; and (iii) notifying Agent in writing of the need of replacement of or repairs to a smoke detector, and replacing the batteries as needed during the tenancy. Tenant/Guest agrees not to use the Premises for any activity or purpose that violates any criminal law or governmental regulation and may use the Premises for residential purposes only. Tenants breach of any duty contained in this paragraph shall be considered material, and shall result in the termination of Tenant/Guest tenancy. By agreeing to these Terms & Conditions, as acknowledged by signature below, Tenant/Guest waives, discharges and agrees to hold harmless Landlord/Management from all damages or injuries arising from or related to Tenant/Guest stay at Property, including without limitation, any accidents or injury to Tenant/Guest, Tenant/Guest visitors and associates, and loss of money, jewelry or valuables of any kind. Tenant/Guest is responsible for keeping his valuables and vehicles safe at all times. Additional Policies such as Rates and Fees, Check-In/Out Time, Cancellations, Minimum Stay, Smoking, Pets, Maximum Guests allowed, Children and age, Security Deposit etc. will be according to the House rules or the Reservation policies which have been provided to you separately by Landlord/Management.

Occupancy Limits. Unless otherwise stated in paragraph 1, occupancy of the Premises shall be limited to two persons per bed, including family, children and Tenant/Guests. Bedding arrangements in the Premises are portrayed only to illustrate possible sleeping arrangements and may not be taken as a representation of permitted occupancy. Tenant/Guest agrees to be responsible for ensuring that maximum permitted occupancy of the Premises is not exceeded during the term of this Agreement, and should contact Landlord/Management with any questions regarding permitted occupancy of the Premises. Children ARE counted in the occupancy unless they are under the age of 2 and/or they still sleep in a crib. Misrepresentation of occupancy may result in Tenant/Guest fines and/or being asked to vacate the property without a refund.

Agent Duties. Landlord/Management is required to provide the Premises in a fit and habitable condition. If at the time Tenant/Guest is to begin occupancy of the Premises, the Premises are not in a fit and habitable condition and Landlord/Management cannot substitute a reasonably comparable property in such condition, Landlord/Agent shall refund to Tenant/Guest all payments made by Tenant/Guest to Landlord/Management.

Welcome Book/Information. You will find our Welcome Book in your suite which contains additional information regarding how you can contact us for both emergency and non-emergency situations during your stay. The Welcome Book also includes additional recommendations and area information.

Disbursement of Rent and Third Party Fees. Tenant/Guest authorizes Agent to disburse up to fifty percent (50%) of the rent set forth in paragraph 3 above to the owner (or as the owner directs) prior to Tenant/Guest occupancy of the Premises, and the balance of the rent upon the commencement of the tenancy, a material breach of this Agreement by Tenant/Guest, or as otherwise permitted under the Vacation Rental Act.Tenant/Guest agrees to pay a $35.00 processing fee for any check of Tenant/Guest that may be returned by the financial institution due to insufficient funds or because Tenant/Guest did not have an account at the financial institution. Tenant/Guest also authorizes Agent to disburse prior to Tenant/Guest occupancy of the Premises any fees owed to third parties to pay for any goods, services, or benefits procured by Landlord/Management for the benefit of Tenant/Guest, including but not limited to any fees set forth herein payable to Landlord/Management for reservation, transfer or cancellation of Tenant/Guest tenancy.

Security Deposit. Any security deposit may be applied to actual damages caused by Tenant/Guest as permitted under the Tenant Security Deposit Act. In addition, Landlord/Management may deduct from the security deposit the amount of any unpaid long distance or per call telephone charges and cable television charges that are not specifically described in this Agreement (including any addendum hereto) as being included with the Premises. Agent shall apply, account for, or refund Tenant/Guest security deposit within 45 days following the end of the tenancy.

Trust Account. Any advance payment made by Tenant/Guest shall be deposited in a trust account with First Citizens Bank located at 29 Merchants Circle, Hampstead, NC, 28443. Tenant/Guest agrees that any advance payment may be deposited in an interest-bearing trust account and that any interest thereon shall accrue for the benefit of, and shall be paid to, the Landlord/Management/Owner (or as the owner directs pursuant to the property management contact) as it accrues and as often as is permitted by the terms of the account.

Eviction and Expedited Eviction. If the tenancy is for less than 30 days, Tenant/Guests are subject to expedited eviction as set forth in Article 4 of the NCVRA (NCGS42A). If the tenancy created hereunder is for 30 days or less, the expedited eviction procedures set forth in the Vacation Rental Act will apply. Tenant may be evicted under such procedures if Tenant/Guest: (i) holds over in possession after Tenants tenancy has expired; (ii) commits a material breach of any provision of this Agreement (including any addendum hereto) that according to its terms would result in the termination of Tenants tenancy; (iii) fails to pay rent as required by this Agreement; or (iv) has obtained possession of the Premises by fraud or misrepresentation. Landlord/Management can refuse to allow Guest into the property or ask Guest to leave if they reasonably believe Guest or any member of Guests party (or any other person invited by Guest to the property) are behaving illegally or that any damage is likely to be caused, has been caused or is being caused as a result of Guest behavior or any members Guest has invited to the property and without providing a refund of any payment Guest has paid for the booking and Landlord/Management will not be legally responsible to find any alternative accommodation. Events that would constitute material breach of this agreement by tenant and terminate tenancy include: damage to the property, pets in a non-pet unit, smoking in a non-smoking unit, nonpayment of rent, hold over past check-out time, house-parties, property rental obtained through fraud or misrepresentation, and violation of the NORTH CAROLINA VACATION RENTAL ACT, which is incorporated into this agreement.

Transfer of Premises. A. If the owner voluntarily transfers the Premises, Tenant/Guest has the right to enforce this Agreement against the grantee of the Premises if Tenant/Guest occupancy under this Agreement is to end 180 days or less after the grantees interest in the Premises is recorded. If Tenants occupancy is to end more than 180 days after such recordation, Tenant has no right to enforce the terms of this Agreement unless the grantee agrees in writing to honor this Agreement. If the grantee does not honor this Agreement, Tenant is entitled to a refund of all advance rent paid by Tenant (and other fees owed to third parties not already lawfully disbursed). Within 20 days after transfer of the Premises, the grantee or the grantees agent is required to: (i) notify Tenant in writing of the transfer of the Premises, the grantees name and address, and the date the grantees interest was recorded; and (ii) advise Tenant whether Tenant has the right to occupy the Premises subject to the terms of this Agreement or receive a refund of any payments made by Tenant. However, if the grantee engages Agent to continue managing the Premises after the transfer, the grantee shall have no obligation under (i) or (ii) above if this Agreement must be honored under the Vacation Rental Act or if the grantee agrees in writing to honor this Agreement. B. Upon termination of the owners interest in the Premises, whether by sale, assignment, death, appointment of a receiver or otherwise, the owner, owner agent, or real estate agent is required to transfer all advance rent paid by Tenant (and other fees owed to third parties not already lawfully disbursed) to the owners successor-in-interest within 30 days, and notify Tenant by mail of such transfer and of the transferees name and address. However, if Tenants occupancy under this Agreement is to end more than 180 days after recordation of the interest of the owners successor-in-interest in the Premises, and the successor-in-interest has not agreed to honor this Agreement, all advance rent paid by Tenant (and other fees owed to third parties not already lawfully disbursed) must be transferred to Tenant within 30 days.

Assignment. Tenant agrees to indemnify and hold harmless Agent and the owner from and against any liability for personal injury or property damage sustained by any person (including Tenant guests) as a result of any cause, unless caused by the negligent or willful act of Agent or the owner, or the failure of Agent or the owner to comply with the Vacation Rental Act. Tenant agrees that Agent, the owner or their respective representatives may enter the Premises during reasonable hours to inspect the Premises, to make such repairs, alterations or improvements thereto as Agent or owner may deem appropriate, or to show the Premises to prospective purchasers or tenants. Tenant shall not assign this Agreement or sublet the Premises in whole or part without written permission of Agent Pets. Unless otherwise specifically stated and permitted by listing description and agreement (including any addendum hereto), no pets shall be allowed on the Premises. Tenants breach of this provision shall be considered material, and shall result in the termination of Tenants tenancy.

Governing Law. Venue. The parties agree that this Agreement shall be governed by and construed in accordance with the laws of the State of North Carolina, and that in the event of a dispute, any legal action may only be instituted in the county where the Property is located.

Notice. Use of Electronic Means; Notice. The parties agree that electronic means may be used to sign this Agreement or to make any modifications the parties may agree to, and that any written notice, communication or documents may be transmitted electronically to any e-mail address, cell phone number or fax number used by the parties to communicate during the course of this Agreement. Any notices required or authorized to be given hereunder or pursuant to applicable law may also be mailed to Tenant`s address or hand delivered to the Tenant/Guest at the address of the Premises and to the Landlord/Management at the Agent’s address.

Reservations for next year. We love our dedicated guests who return year after year. Advance tentative reservations will be accepted for the following year, but cannot alway be guaranteed. If you want to reserve the same unit for the same time frame next year, please reserve it asap.

Lost and Found. If you leave something behind, please be sure to call or email us at [email protected] asap and we will make every effort to locate it and return it to you. We will not be responsible for any items left on the property. Any items found in units will be kept in our office for 30 days.

Telephones. Widespread usage of mobile phones has eliminated the need for us to provide telephones in the suites.

Mail. Short Term Guests cannot receive mail at the property.  If you make arrangements to stay with us for longer than 90 days, mail service may be available to you at the property. 

Furnishing/Equipment. This property is privately owned and all suits are equipped with air conditioning, television with streaming services, full kitchens, dishwasher, and microwave, hair dryer, iron and ironing board, unless otherwise indicated. We provide bedding/bed linens, bath towels, hairdryer, kitchen cooking essentials (dishes, silverware, cookware, toaster, keurig coffee maker), and a single/travel size supply of k-cups and condiments, dish soap, laundry soap, toilet paper, trash bags, and shampoo/conditioner/bath soap/lotion. Each unit is decorated in one of our four themes. There will be no refunds or discounts due to Tenant/Guest dissatisfaction with the décor or malfunction of equipment.

Maintenance. We strive for the highest level of maintenance at our properties. Every effort is taken to ensure all equipment and furnishings are in good working order; however, just like any home, sometimes unexpected items become inoperable. If you experience a problem, we ask that you call our office immediately and our staff will work as quickly as possible to have the problem corrected for you. Please be advised, after hours repairs calls and emergency requests will be limited to EMERGENCY SITUATIONS ONLY. Guests can be charged up to $250 for unwarranted emergency service calls.

Cleaning During Stay. Our Housekeeping Department does not provide cleaning services during your stay. If you would like cleaning services during your stay, please contact us to discuss.

Housekeeping. Please DO NOT flush anything down the toilets other than toilet paper. NOTE. This includes, but is not limited to, food, tampons, sanitary pads , and "flushable wipes." Please be sure to notify us if you find any housekeeping or maintenance issues within 2 hours of your check-in/arrival and your cleaners will come back and take care of any unresolved housekeeping issues. If you arrive after 5:00 PM, please contact our office by 9:30 AM the next day. A housekeeper will absolutely come back to address your housekeeping concerns as long as they are reported within the timeframes specified.  All properties are cleaned, sanitized and disinfected after every departure. In most cases the same housekeeping staff will clean each suite each week so they are familiar with the units and the normal wear and tear that has occurred from previous Tenant/Guest. We contract with an outside professional cleaning company and strive to have the best of the best for you. If you are not satisfied with the cleaning of your unit, please call our office within 2 hours of check in and your cleaners will come back and take care of any unresolved cleaning issues. If you arrive after 6:00 PM, please contact our office by 8:00 AM the next day. There will be no discounts for dissatisfaction, but a housekeeper will absolutely come back to address your housekeeping concerns as long as they are reported within the timeframes specified.

Air Conditioning/Heat. The temperature will be set on auto heat and cooling upon your arrival. 

This property is managed by BlueStar Real Estate, a locally owned and operated Commercial and Residential Real Estate Firm. We believe in providing our guests with a simplified, high quality vacation rental experience. Please do not hesitate to contact us by phone or by email with any questions you may have. We are here for you and happy to help you. The Hive, Managed by BlueStar Real Estate

Guest Name: {s:sR:______________________}

Date: {d:sR:_____________}

8840 Market Street, Unit 110, Wilmington, NC 28411 Phone: 910.742.2229