Frequently Asked Questions
Answers for Guests and Homeowners
For Our Guests
How do I book a stay directly through the website?Booking directly with us is simple and secure. Select your desired property, choose your dates, and follow the prompts to complete your reservation. You’ll receive a confirmation email immediately after booking. Booking direct guarantees the best available rate and personalized service from start to finish.
What time is check-in and check-out?Check-in begins at 4:00 PM and check-out is at 9:00 AM, unless otherwise arranged in advance. We use this time to ensure the home is beautifully prepared for your arrival. If you need special accommodations, just ask — we’ll always do our best.
How will I access the property when I arrive?Prior to your arrival, you’ll receive check-in instructions, including access codes and directions. Most homes feature secure keyless entry, allowing you to arrive at your convenience.
What is included with my rental?Each property is thoughtfully stocked with essentials, including fresh linens, bath towels, a fully equipped kitchen, starter paper goods, and basic toiletries. Many homes also feature outdoor spaces, grills, Wi‑Fi, smart TVs, and other amenities specific to the property. Full details are listed on each home’s guide.
What should I know before arriving at the property?A few days before arrival, we’ll send a detailed pre‑arrival guide with directions, access instructions, house details, and local recommendations. We encourage guests to review the house manual in advance so you can settle in and start enjoying your stay right away.
What happens after I complete my booking?Once your reservation is confirmed, you’ll receive a confirmation email outlining your stay details and payment summary. You will also receive access to your guest portal for detailed information about your stay. Closer to arrival, we’ll follow up with check‑in instructions and helpful information about the home and area. Our team remains available from booking to departure.
Who should I contact if I need help during my stay?Our local team is your first point of contact. You’ll receive a dedicated phone number and email prior to arrival. We pride ourselves on being responsive and proactive — if something comes up, we’re just a message or call away.
How are issues or maintenance requests handled during my stay?If you experience an issue, notify us right away. Our local maintenance team responds promptly, and we work quickly to resolve concerns with minimal disruption to your stay.
What are your concierge services and how do I request something?Our concierge services can include restaurant recommendations and reservations, private chef coordination, grocery pre‑stocking, boat charters, local experiences, in‑home services, celebration setups, and more. To request a service, reach out to our team after booking or include your request when completing your reservation.
We recommend contacting us in advance whenever possible so we can secure availability and coordinate details seamlessly.
Can you assist with planning activities or dining?Absolutely. From restaurant recommendations and private chefs to boat charters and special celebrations, we’re happy to help you make the most of your time.
For Property Owners
How does the listing process work?We begin with a personal consultation to understand your goals and your home. From there, we manage pricing strategy, professional photography guidance, listing creation, marketing, and onboarding. We also prepare the home for market, identify and correct maintenance items, and ensure everything is positioned for performance and protection.
What types of homes do you manage?We specialize in distinctive homes that offer guests an elevated experience — from coastal retreats to thoughtfully designed cottages and luxury residences. We are intentionally selective so we can provide focused attention to each property.
How involved is your team in caring for my property?We are hands‑on, proactive, and detail‑oriented. We oversee complete home care — not just bookings — including maintenance coordination, repairs, vendor oversight, regular property checks, and seasonal opening and closing services.
How do you communicate updates to homeowners?Homeowners receive regular performance updates, owner‑portal access, and financial reports. We’re always available to discuss strategy, seasonality, and market performance, and we welcome collaboration.
How are guests screened before staying in my home?Our process includes verified identities, secure payment processing, rental agreements, and clear house expectations. Phone conversations with guests also play a valued role in screening.
How do you protect my home during guest stays?Protection starts before arrival with clear communication, detailed house manuals, and established expectations. During each stay, our team remains accessible and attentive. Post‑departure inspections ensure your home is returned to proper condition, and any concerns are addressed promptly. As an added layer, guest‑caused damage is covered through Safely Insurance.
How do you support homes during the off season?We provide year‑round oversight including routine property checks, winterization services, storm monitoring, and seasonal opening and closing coordination. We proactively identify maintenance needs and schedule preventative services so your home stays protected and ready.
How do you handle maintenance or emergency situations?We work with trusted local contractors to ensure timely, professional responses. In urgent situations, we act immediately to protect your home, coordinate repairs, and minimize disruption — keeping you fully informed throughout.
What marketing channels do you use to promote homes?We use a strategic, multi‑channel approach that includes our direct booking website, targeted digital marketing, email outreach, social media presence, and select high‑performing vacation rental platforms. Professional photography, compelling descriptions, dynamic pricing, and market data position your home competitively.
Still Have Questions?
If you didn’t find the answer you were looking for, our team is here to help with booking questions, stay details, or homeowner inquiries. Contact Us