Guest FAQs

I Reserved A Property, Now What Happens?

Once you book your stay you will receive a Guest Rental Agreement. Please be sure to sign this e-signature document upon receipt.  The balance due on your reservation will be due 60 days prior to your scheduled arrival. You will have access to the GUIDE guest link, sent via text,  prior to arrival with all the information on your rental property.

What Is Your Cancellation Policy?

Our company highly recommends you purchase travel insurance to protect your vacation from things that may happen to prevent you from traveling. Please note: Our policy supersedes HOMEAWAY/VRBO,  AirBNB ,, HomeToGo, Whimstay, Hopper, Rentalz, etc..

Within 24 Hours of Booking: Guests can receive a full refund. This does not apply to bookings made for the next day.

0-59 Days Before Check-In: Cancelations or refunds are not available during this period.

60+ Days Before Check-In: Guests are eligible for a full refund for any cancelation.

There are no refunds for natural disasters/storms.

How Do I Report Damages?

Please report any damage to a Relax Rentals representative immediately 843-895-2100. 

Will I Be Notified Of Final Payments, And When Is It Due?

We will automatically charge the credit card on file 60 days prior to your arrival.

Do You Offer Travel Insurance?

Yes, Travel Insurance is offered at the time of check out. Details about the different coverages offered can be found under About Us, then click Travel Insurance. 

Are Car Passes Required?

When staying in Sea Pines ($20) or Palmetto Dunes ($35) , a taxable fee will be charged for each car pass requested. A car pass is required for each 7 day stay. The number of car passes issued is limited to the number of parking available for the property.  Additional fee(s) will be charged if duplicate passes have to be provided.

Can We Check In Early?

During our peak season (June, July, August and Holiday weeks) we cannot accommodate any early check-ins or late check-outs. We will do our best to accommodate special requests when applicable.

What Is The Procedure For After Hours Arrival?

All of our properties have keyless entry, so after hours arrivals are no issues. The entry code will be shown in the Guest Arrival Email with access starting at 4:00 p.m. This email will also include directions to the property and other important information about the property. If you are staying in a gated community like Palmetto Dunes or Sea Pines you will want to pick up your car passes first. Our lock box is available 24/7.

What Do We Need To Bring With Us?

Here are a few items which we suggest you bring with you: beach chairs, hair dryers, condiments, coffee filters, groceries and garbage bags. Our properties do not come with bikes, baby, or beach necessities; however they are all available to rent through our preferred vendors. Our team is available to assist you 843-895-2100.

What Does The Amenities Fee Cover?

Express check-in and check-out: Once your full payment and signed Rental Agreement is received you will receive your key code and access 7 days prior to arrival.

  • Arrival Inspection: ensuring the property is cleaned and ready 
  • Bed Linens: including sleeper sofa linens when applicable.
  • Bath Towels: 2 bath towels, 1 hand towels, and 1 washcloths are provided for each guest
  • Kitchen & Bathroom(s): 2 dish towels, pot holders, a starter kitchen amenities pack, 2 rolls of toilet paper per bathroom, 1 roll of paper towel and bar of soap for each sink as well as travel sized toliettries in the bathrooms. 
  • Wireless Internet Service
  • Virtual Welcome Guide

Is Housekeeping Service Available?

Accommodations will be cleaned prior to check-in and after your departure. Mid-stay cleanings are available on all properties upon request for an additional fee when scheduled in advance. Please call to inquire and/or make arrangements. 843-895-2100.

What Do I Do Upon Check-In And Check-Out?

Our normal check-in time is 4:00 PM, but we cannot guarantee it. Your door code will begin working at 4pm. Check-Out time is 10 AM: Make sure you have all of your personal items, including beach gear. If any furniture/furnishings were moved, please move back to their proper places. Start the dishwasher and remove all trash from the property.

What Is Included In The Villa/Home?

All of our properties are fully furnished. Kitchens are stocked with dishes and cooking utensils for the property's maximum occupancy, including coffee pot, toaster, dishes, pots and pans as well as blender. Each property has a washer and dryer unless otherwise noted. We do our best to ensure you have everything you need and the best experience possible.

Do The Properties Provide Internet Access?

Yes, all of our properties have wifi available.

Are The Homes And Villas Non-Smoking?

Yes, all of our properties are non-smoking.

What if I want to add pool/spa heat to my rental?

Pool and Spa heat may be added for and additional fee when applicable. Please be advised the pool heat will not exceed eighty-four degrees. Pool/ spa heat must be added at least 2 weeks prior to arrival. Pool/ spa heating fee is subject to a 4 % credit card processing fee. NOTE: Pools heat is not available Memorial Day- Labor Day. There will be no refunds issued for pool heating issues due to complications from extremely cold temperatures. Last minute heat requests will unfortunately not be honored.  


What Types Of Vehicles Are Allowed In Gated Communities?

Trailers, U-hauls, Motor Homes, Motorcycles and/or commercial or recreational vehicles are prohibited in the Plantations on Hilton Head Island and the Sea Crest Resort. NO watercraft trailers (boats, jet skis, etc.) are allowed into Forest Beach complexes, Palmetto Dunes or Sea Pines without prior arrangements for dry dock and/or boat slip. Parking is not allowed on the streets. The parking garages at many of the villa complexes do have vehicle height restrictions. Please call with any questions and a member of our team can assist.

Do You Offer Pet-Friendly Properties?

We do have a few Pet Friendly properties (dogs only) Please call our office to inquire on the specifics of bringing a pet as there is restrictions to property, breed and weight of dog that must be pre-approved. Additionally, fees apply.