Vacation Home Guidelines

Long Distance Calls – A long distance block has been placed on your phone; however, all 1-800 number calls are free.

The Owners’ Closet – All homes are equipped with a locked owners’ closet or storage room. We ask that you be respectful of these areas as they are not intended for guests. Tampering with these areas will result in a charge to your security deposit.

Grilling/Fireplace – It  is strictly prohibited by the fire ordinance of the state of North Carolina to use grilling equipment in multiple unit buildings or on wooden decking. ALL grilling should be done on the ground level of the rental property. All grills must be at least twenty (10) feet from any part of any structure while in use or producing any heat. This includes overhangs of any structure. Never use charcoal in gas grills and please remember it is the guests’ responsibility to clean the grills before departure. Please refrain from using fireplaces during summer months or in high wind conditions.

Gatherings/Occupancy- Please respect your neighbors and the home in which you are staying. House parties are prohibited. The number of guests occupying a property is limited to the number stated on the confirmation and exceeding the

specified occupancy constitutes a breach in the lease agreement and can lead to termination of your stay without refund (except for an infant requiring a crib). These limits are strictly enforced. All homes are limited to families, married couples or adults 25 years of age or older. For groups not meeting these requirements PROACTIVE Vacations will be glad to suggest some resorts in the area to accommodate you. Over occupying a property will result in a 24-hour expedited eviction, without a refund.

Dishwashers – Please only use detergent deemed suitable for a dishwasher. Using regular dish soap will produce too many suds and can clog drains, producing an overflow.

Extra Light Bulbs – We are aware that light bulbs go out unexpectedly. In this event, each property should be equipped with extra bulbs in a storage cabinet. If you are unable to find the extra supply or are unable to reach the light that needs changing, please call our housekeeping or maintenance department and they will address the light at their earliest convenience. Any light bulbs changed are to be left in the cabinet. New bulb inventory is logged. Failure to leave old bulbs will result in a charge of $5 per new bulb missing from the cabinet.

Carpet/Upholstery- We are aware that accidents happen. If you happen to stain the carpet or upholstery, please do not attempt to remove the stain yourself. Contact our office as soon as possible so that we can plan to fix the issue as soon as possible. If a professional clean is needed, you may be charged for this service.

Loss of Personal Property –  PROACTIVE  Vacations assumes no responsibility for accidents or injuries to guests or for the loss of personal property. It is your job as a guest to make sure your rental home is properly locked upon any and all departures. Open windows should be avoided with the presence of small children. There are no lifeguards present on Holden Beach, so please watch your children carefully and be aware of swimming conditions.

After Hour Emergencies

Our office hours are Monday thru Friday 8:00 AM – 5:00 PM, Saturday 9:00 AM – 5:00 PM and closed on Sunday. Our after – hours emergency service is in place until 10:00 PM and is only for dire emergencies that may threaten your life or the property. Air conditioning that is not properly functioning and.or water leak are what we deem “after-hour” emergencies. Non- emergency calls are subject to a $50.00 service fee, due upon services rendered. We greatly appreciate your cooperation and consideration with our after-hour service. Our Maintenance / After- Hours number is 910-448-1355

Check In Procedure

CHECK-IN TIME IS 4:00 PM – Check-in time is strictly enforced to assure that all our homes are in good condition and ready for you to begin your vacation. Guests who enter the property or park at the property prior to scheduled check-in are considered to be trespassing.  Guests will be asked to leave until their check-in time and will be charged an automatic $80 fee. Please remember that during prime season (June, July and August) each home in the PROACTIVE program must be readied for occupancy within a very tight time frame. In many cases, homes require maintenance repairs, additional cleaning time, etc. PROACTIVE will make every effort to assure that all our properties are clean and ready for occupancy by 4:00 PM, but this is not guaranteed. In certain unavoidable situations, it may be necessary to delay occupancy until the property is ready. There are no refunds for late occupancy.  With advance request, early check-in may be available on a limited basis for some properties. If early check-in is approved, your check-in time will be 2:00 PM and the fee will be $80.00.

 

We Strive for Clean Rentals – Upon your arrival, we ask that you please look around your home to see that everything is in order and the level of cleanliness meets your satisfaction. It is our goal to provide you with the best stay possible, starting with your home. We ask that if the home is not in good order, then please call our Housekeeping Department at 910-842-3876. If you have not notified us within 24 hours of arrival, then we will assume that you have found your home to be suitable for your stay.

 

Reporting Existing Damage – Please look around your home upon arrival and report any existing damage to us within 24 hours. This will allow us to document that the damage occurred prior to your arrival.

 

Linens/Rental Equipment – All linens are delivered prior to your arrival. If you do not see linens located inside your home, please check the beds before calling our housekeeping line, as some of our homes require beds to be made prior to our guests’ arrival. In the event you experience any issues or wish to order more linens, please call our Housekeeping Department.

 

Air Conditioning – Unless the unit appears to be completely nonfunctional, we ask that you please wait 24 hours before reporting any air conditioning problems. During the summer months, please keep the AC unit set at 74 degrees, no lower. Setting the thermostat at a lower temperature to quickly can cause the unit to freeze up, resulting in having to shut the unit down for a lengthy time period. Please turn unit(s) off while windows and doors are open.

 

Refrigerator – We ask that you please allow 24 hours before reporting any refrigerator issues. Due to the refrigerator being opened during check-in and check-out, for lengthy periods of time, it may take time to return to the normal cool settings. Make sure refrigerators and freezers are always set to the medium setting. Turning them too high will cause the compressor to freeze. Avoiding excessive opening/closing on your first day will help the cooling process.

Check Out Procedure

Check-out time – is promptly at 10:00 AM, NO EXCEPTIONS. Your prompt departure is needed and appreciated to all our housekeeping team enough time to prepare the rental for the next guests.

Please make sure the following is completed before your departure:

  • Return all AC/furnace units to 78 degrees during summer and 55 during winter
  • Remove all food from cabinets and refrigerator/freezer
  • All trash (kitchen, bathrooms, outdoors) must be placed in receptacles and placed at the curb
  • Wash/dry all dishes and place back in original locations
  • Remove all provided bed sheets and pillowcases and place in bag in which they came, leaving bag directly inside front door. In the event your home was prepared with beds made prior to your arrival, we ask that you kindly take those linens and place them near the washer/dryer or at the foot of the bed.
  • Return ALL furnishings to original position (furniture, pictures, collectibles, etc.)
  • Turn off all lights, inside and out, including ceiling fans
  • *IMPORTANT Make sure to lock ALL windows and doors
  • Please be sure to place all keys back in the lock box

Trash Collections (Black Cans) & Recycling (Blue Cans) – We ask that you please remove all trash, inside and out. Trash collection occurs every Tuesday, year round and trash receptacle must be out at the street no later than 6:00 am. An additional pick-up occurs on Saturday, from June to September. We ask that you place your receptacle back near the home after collection has occurred. Recycling carts (not all properties participate in this service) are emptied every other week, during the months of October- May and weekly during months of June – September.

 

Security Deposit Refund – Security deposits will be refunded within 45 days of guest departure, assuming there are no damages caused. Your security deposit refund will be issued back to your credit card or by check, whichever manner you paid your deposit.

 

Reservation Holds for the Following Year – Guest have the option to reserve their current vacation home, for the same calendar week of the following year, by placing a $50 reservation hold. Current guest have until 5:00 PM of the Wednesday during their stay to capitalize on this option. All reservation holds are tentative and subject to price increases, changes of amenities and availability.

Travel Insurance

Protect Your Investment:

INSURANCE & TENANT DAMAGES/FEES – Trip cancellation/interruption insurance charges are not automatically added to Guest’s reservation. If Guest wishes to purchase coverage from Rental Guardian as offered by PROACTIVE, the premium is due in full at issuance of policy.  PROACTIVE highly recommends the purchase of this coverage for our Guest’s financial protection.  For specific and up to date coverage information, Tenant should visit:  https://proactiverentals.rentalguardian.com/available-products.html .  The insurance premium is based on a percentage of rental rate and must be purchased 45 days prior to check-in date.  Tenants will be responsible for any damage caused to the home or linens during their occupancy or theft of items from the home during occupancy.  PROACTIVE Vacations’ inspectors walk through each home after check-out to insure the property is left in good order, and to report & document any damages found. Security deposit funds may be retained to reimburse the property owner for the correction of damages caused by Tenants or their guests to the property.  Other fees will be charged, such as unauthorized early check-ins/late check-outs, as well as in case of unwarranted maintenance service calls being made by the tenant.  Repair and remediation costs resulting from documented damages caused by the Tenant will be the responsibility of the Tenant.  When damage is caused by the Tenant or their guests and where repair costs exceed the amount of the Security Deposit held, Tenant agrees to pay the additional cost of repair.  PROACTIVE Vacations does not refund for inclement weather and highly recommends trip insurance.

Travel Protection:

Travel Protection, which protects your vacation investment up to 100% for covered reasons like illness, injury or death in the family or someone in the traveling party, natural disasters, hurricanes, travel delays and much more. MORE DETAILS

Cancel For Any Reason Travel Protection:

Cancel For Any Reason Travel Protection, which protects my vacation investment up to 100% for covered reasons like illness, injury or death in the family or someone in the traveling party, natural disasters, hurricanes, travel delays and much more. I can also cancel for a reason not listed in the policy and be eligible for a 60% reimbursement (this benefit must be used 2 days or more before check-in). MORE DETAILS

Security Deposit Refunds

Security Deposit Refund – Security deposits will be refunded within 45 days of guest departure, assuming there are no damages caused. Your security deposit refund will be issued back to your credit card or by check, whichever manner you paid your deposit.

Maintenance

Please promptly report any and all equipment concerns to our Maintenance Department at 910-842-3861. We will make every effort to have repairs made as soon as possible. Maintenance calls made outside of business hours, of a non-emergency nature, are subject to a $50.00 service fee due upon services rendered. No reduction of rent, rebate or refund will be issued for any mechanical failure of air conditioning, major or minor appliances, public utility interruptions, guest dissatisfaction or for errors in brochure. In addition, we do not issue refunds for inclement weather.