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Guest FAQs

  • What deposit is required when making a reservation?

    The deposit is 25% of the total amount due. This deposit can be paid by credit card or you can mail us a check if you book over the phone. The deposit goes toward the total amount owed and you will receive a confirmation with updated balance.

  • When is the remaining balance due?

    The remaining balance of your reservation is due and payable 15 days prior to your arrival. The credit card on file will automatically be charged 15 days prior to your arrival unless the guest has made other arrangements.

  • What is your cancellation policy?

    We have a 30 day cancellation policy. If you cancel your reservation prior to 30 days before your scheduled arrival date, you will receive a full refund of your deposit less a 10% cancellation fee. Payment is due in full 15 days before your arrival date. There are no refunds after this date. We have a partnership with RENTAL GUARDIAN TRAVEL INSURANCE to offer you protection for your vacation investment.

  • What is your hurricane policy?

    There are no refunds issued due to inclement weather including hurricanes. We will only refund if there is a mandatory evacuation by the National Weather Service for Nueces County and only for the dates of the evacuation. We offer travel insurance that not only protects you against hurricane losses at your destination home, but also at your place of residence. Please look over the RENTAL GUARDIAN TRAVEL INSURANCE that we offer to see if it is right for you.

  • Why do I need travel protection insurance?

    Travel Insurance removes the worry about the possible financial loss of your vacation investment if something unexpected occurs.
    Our insurance policy will cover the following reasons that we have seen our guests forced to cancel for:

    • Sickness, injury, or death (even preexisting medical conditions are covered.)
    • Hurricane (or other natural disaster) evacuations here or where you live as well as interruption of utilities, road service, or a call into active military service as a result of natural disaster.
    • Involuntary termination of employment or transfer of employment.
    • Traffic accidents while traveling for your vacation.
    • Coverage is provided for illness or injury while you are on your trip including emergency medical transportation.

  • How old do I need to be to rent a property?

    We only rent to responsible parties 25 years or older, with verified ID. The name on the ID will need to match the name on the credit card making the reservation.

  • Do you allow pets in your properties?

    Some of our properties allow pets. Be sure to look at the property description and note whether or not it allows pets before making a reservation.

  • Do you provide maid service?

    No, the property will be cleaned prior to your arrival and after you check out, but we do not offer maid or towel service during your stay.

  • What is provided in the vacation homes?

    Here is a list of what is provided in most vacation homes:

    • Towels, linens, blankets, pillows, Pots, pans, dishes, silverware, glassware, etc.
    • Some homes have a variety of spices, but we do not guarantee them to have what you need or may want during your stay.
    • Coffee Maker, Hand Soap and Dish Soap, Initial Supply of Trash Bags, Initial Supply of Toilet Paper, Initial Supply of Laundry Detergent.
    • Iron and Ironing Board, BBQ Grill if allowed and Patio Furniture.

  • What do I need to bring?

    Here is a list of suggested items to bring:

    • Shampoo, bath soap, and other personal items (we provide some initial shampoo, soap, etc.)
    • Hair Dryer, Laundry Detergent (Initial Supply provided).
    • Sunscreen, Mosquito Spray, Ice Chest, Camera, Beach Towels, Beach Gear.
    • Charcoal/Lighter Fluid, Paper Towels, Aluminum Foil, Spices, Extra Containers, etc.
    • Coffee Filters, Trash Bags.

  • What time is check-in?

    Check-in begins at 3pm unless otherwise noted.

  • What time is check-out?

    Check-out time is 11am.

  • How many people can stay at my vacation rental?

    Each property description clearly states the number of people allowed to stay at a particular property.
    This number is total occupancy, including children and adults.

  • Is free Wi-Fi available?

    Free Wi-Fi is available at each property. We make no guarantees as to the speed or quality of the internet connection.

  • Is smoking allowed in your properties?

    NO. We have a very strict NO SMOKING policy and you will be charged if you or anyone in your group smokes in the property.
    Guests may only smoke outside.

  • I forgot something. Can you send it to me?

    We will do our best to return any items that may have been left behind. The guest will be charged $25 plus shipping.

Home Owner FAQS

  • Why Partner with On Island Time Properties?

    At On Island Time Properties, our mission is to make our guests feel at home, and our homeowners feel like guests. We believe in a comprehensive approach to vacation rental management. We care about maximizing your revenue potential without compromising the integrity of your investment. That means focusing on high-quality reservations at the highest possible rate. We will work closely with you to prioritize your goals and preferences.

  • Does On Island Time set the pricing?

    Yes, this is done with owner preference and input. Rates need to be carefully researched and adjusted based on occupancy, the competition and season. We constantly monitor rental rates and occupancy and will assure your property is being rented as often as possible for the highest amounts possible.

  • What is your average response time to customer inquiries?

    We strive to respond within 30 minutes or LESS, to any inquiry received between 9am – 9pm, seven days a week. We usually respond sooner to most inquiries.

  • What is your procedure for guest communication?

    Our goal is to exceed our guest’s expectations for their vacation. We maintain a Guest App that is monitored 24/7. We can be reached easily, any time of day.

  • Do I need a locked Homeowner’s closet?

    If owners decide to leave any personal items that are not intended for use by guests, we suggest you have one locked closet for such items.

  • Can I set rules for my property?

    Of course, it is your property. Set rules that make you comfortable. All our properties are non-smoking. You should consider things such as: Allowing pets? Maximum number of guests you will allow at one time?

  • Are there insurance requirements?

    Yes, every homeowner must provide proof of liability insurance on the property. You should discuss any additional insurance coverage with your provider.

  • How are keys managed?

    There are no keys. We will install a keyless entry lock to allow us to set entry times for each guest. There are no keys or cards, making it simple and secure for homeowners, guests, staff and management. Every guest gets a code that turns on at check-in time and shuts off at check-out time. If an incident does occur then we can audit the locks to check who was in there last.

  • What about repairs?

    It is our policy to notify owners of any and all repairs. If for any reason an owner cannot be reached, we are authorized to proceed with any repairs under $200. If repairs in excess of $200 become necessary, we will exercise a conservative decision to remedy the problem and keep the guest in place. All repairs are billed to the owner and will appear in the monthly statement.

  • How are reservations made?

    The majority of reservations will be made through our online reservation system which is integrated with our website, distribution websites and Owner Web. Guests can book online 24 hours a day, 365 days a year. This reservation system creates accurate records and prevents overbooking and confusion. We are available by phone and email 7 days a week for guest reservations.

  • Will guest linens be washed in my vacation home?

    On Island Time Properties provides guests with commercially washed linens to ensure health department standards are consistently met. This requires commercial washers and dryers, which we own and operate. We have a full laundry service that operates to ensure all guests receive clean sheets, pillowcases, towels, hand towels, potholders and kitchen towels. As a result, linens are not washed in your vacation home. You will be asked to provide mattress pads, pillows, blankets, and comforters for your beds. Most owners set up a locked storage closet where they keep a set of sheets for their own use, along with items they wish to secure.

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