Sunset Resort Rentals is dedicated to providing you with quality vacation rental packages and excellent customer service. You may find answers to some of the most frequently asked questions here. If you can’t find the answer you are looking for here, please feel free to contact us for assistance.
- CHANGING THE RESERVATION
- CHECKING IN / ARRIVAL
Q: What happens if I cannot use my reservation due to illness?
A: All reservations are subject to the same cancelation policy. If you cannot make the trip due to an illness, you will be subject to the terms of cancelation listed in our policies. If you have purchased optional travel insurance, we will assist you with the necessary documentation for your cancelation claim.
Q: Can I sell my vacation package to a friend or family member?
A: Yes. After you let us know of your intention in writing, the new holder of the package needs to contact us at (850) 665-7889 with your reservation number. All remaining payments due will be billed to the new Reservation Holder. You may not transfer the reservation without notifying Sunset Resort Rentals. The Reservation Holder on file must reside in the property for the duration of the reservation.
CHANGING THE RESERVATION
Q: Can I change my reservation to a closer date?
A: Yes. As long as your new reservation is of equal or higher value, then you may move your reservation a closer date. The new reservation may not be of lesser value.
Q: Can I change my reservation to a later date?
A: No. Moving the reservation to a later date will be similar to canceling the reservation, and will be subject to the same cancelation fees.
Q: Can I change my reservation to a shorter time period?
A: No. Once a time period is reserved, the reservation may not be reduced to a shorter period of time. Reducing the time period of a reservation will be similar to reducing the value of the reservation, therefore will not be allowed. The guest may vacate at any time prior to the scheduled Check Out date and time, however a refund will not be issued for unused time.
Q: Can I change my reservation to a longer time period?
A: Yes. At any time, additional days may be added to an existing reservation as long as the days are available and the additional days fall into the mandatory reservation schedule (ie: Summer requirements). Once extra days have been added to the reservation, an additional deposit may be required and the days may not be removed. The entire reservation, including the newly-added dates, will be subject to the cancelation policy.
Q: Can I change my reservation to a smaller property?
A: No. Unless the smaller property is of equal or more in value than the original reserved property. Reservations may not be reduced in value.
Q: Can I change my reservation to a larger property?
A: Yes. As long as the larger property is of equal or more value than the original reserved property.
CHECKING IN / ARRIVAL
Q: How do I check into my room?
A: Your Check In Packet will be emailed to you at the email address on file approximately 10 days before arrival. If you have not received the packet of information by email as of a week before arrival, please call (850) 665-7889 for assistance. The packet will not be mailed until the order is paid in full. Neither security guards nor front desk personnel will be able to assist you with checking in. You must print the packet and have it with you upon arrival.
Q: Can I check in early if I arrive before my scheduled Check In time?
A: No. Due to the scheduling of maintenance, housekeeping, and generated door codes between guests, we ask that you please follow the Check In time listed on your Check In Packet.
Q: Can I arrange for an early Check In?
A: Yes. However, due to the nature of maintenance and housekeeping, we may be limited to who we allow to schedule an early arrival time. Early Check In requests must be received at least 1 week prior to arrival, and will only be honored if the request is accepted. You will be notified in writing if your request is accepted. Please understand that even if we do schedule an early Check In time, unforeseen circumstances may prevent the early Check In upon arrival.
Q: What is considered damage?
A: Normal wear and tear is not considered damage. Just like any home, there may be small marks or scratches on items in the property. We give every guest the opportunity to report other types of pre-existing damage or needed repairs within 24 hours of arrival. Reporting normal wear and tear is not required, and you will not be charged for such items unless it is considered excessive or intentional. Any reports of needed maintenance are appreciated, as we maintain a list of needs and attempt to address them at the earliest opportunity. Please help us keep our properties as nice as possible at all times by respecting the contents as you would your own.
Q: Are pets allowed in any property?
A: No. Pets are only allowed in specific pet-friendly properties. Pet-friendly properties are identified by choosing "Pets" under the Advanced Options menu. Unless the property you have chosen specifically indicates that pets are allowed, then they will not be allowed to enter or stay.
Q: What type of pets are allowed in pet-friendly properties?
A: We only allow crate-trained dogs that are under 40lbs. No other species is allowed to enter or stay in any property. Pets must be crated anytime they are left alone in the property for any reason.
Q: Do I have to pay extra for bringing a pet?
A: Yes. Even if you reserve a pet-friendly property, you may not bring a pet unless you have registered the pet and paid the pet fee in advance. If you find that your pet is not listed as registered on your reservation before checking in, please call to make the necessary arrangements.
Q: Are pets allowed on the Beach
A: No: Although we do allow pets to stay in specific properties, we do not control the county ordinances that pertain to private or public beaches. More information about each county can be found as follows. Properties east of Emerald Bay Drive and US HWY 98 are located within Walton County, FL. Properties west of Emerald Bay Drive and US HWY 98 are located within Okaloosa County, FL.
Q: Are service animals allowed
A: Service animals are allowed under ADA and the Florida Statute 413.08. It is the guests responsibility to follow all rules and guidelines in respect to service animals. Sunset Resort Rentals only regulates the individual reserved property. Resort Premises, Beaches, Public Areas, and other Private Areas are not regulated by Sunset Resort Rentals, and we are therefore are not responsible for rules, laws, or actions that occur outside the individually reserved property in respect to service animals.
Q: Are there any hidden costs associated with my reservation
A: No. The price that you agree to at the time of booking is all-inclusive. There will be no other costs added to your reservation unless you need to make changes (ie, add a pet or change dates, etc.)
Q: Why am I being charged by another company?
A: If you book your reservation from an advertising site such as VRBO, TripAdvisor, etc, you may incur a service fee from that company. Any fees that are incurred, however, have been agreed to by you at the time of your reservation request. The deposit that you agreed to pay will be split accordingly. We recommend reservations be booked directly with Sunset Resort Rentals to avoid any third party booking fees.
Q: Are spices or condiments provided?
A: No. We do not provide any food products or spices. As a precaution, any products left by previous guests are removed during housekeeping.
Q: What Products are provided?
A: We provide starter sets of toilet paper, paper towels, trash bags, dishwasher detergent, liquid dish soap, soap bars per sink and tub, and laundry detergent. We also provide coffee filters, dish towels, dish rags, and a scrub sponge. Cleaning solutions are not provided.
Q: What Linens are provided?
A: Clean bed linens for all beds, bath towels, wash cloths, bath mats, blankets for each bed. Beach Towels are not provided.
Q: Can I smoke on the balcony?
A: Smoking is not permitted on any of our balconies. In most resorts, smoking is banned on balconies resort-wide. Please be considerate to other vacationers by smoking only in designated areas. (Resort Rules will be posted in conspicuous areas, and must be followed by all guests). Any smell of smoke that has entered the property through an open door or by other means of transfer will result in a damage charge directly related to the restoration of the property. Removal of odors can be costly due to the permeation of odors in fabrics, carpet, and walls.