Frequently Asked Questions and Updated Weather Cancellation Policy

Do you provide luggage concierge services? Will you carry my bags up the stairs?

We are excited to welcome you to stay with us! Just a quick note, while we don’t have a luggage service to assist you with carrying your bags, there are some reliable options available on the island to help with this. Many of our guests use the Topsail Bell Hop Boys service, which is dependable. You can easily find them by searching “Topsail Island Bell Hop Service” online or on Facebook. They’ll meet you at check-in and check-out to help with your luggage, so you can travel with ease. We just wanted to give you a heads-up so you can plan accordingly for any luggage assistance when booking your stay. 

Are your rooms oceanfront? Yes, you cannot get more oceanfront than us...unless you are in it.!!

All of our rooms offer stunning oceanfront views (with the exception of the North and South Apartment). To give you an idea, you’ll enjoy a 180-degree. Unobstructed view from your balcony- its as if you could step right out and onto the sand (though of course, we don’t recommend that!). If you’d like more details or have and questions, feel free to give us a call. 

What is your cancellation policy?

Please note that for holiday weeks or weekends, the full room charge will apply unless a cancellation is made. We kindly ask that cancellations be made at least 7 days prior to your check-in date (before midnight) to receive a full deposit refund, provided one was paid at the time of booking. Cancellations can only be processed by phone. Unfortunately, we are unable to respond to email cancellation request. To avoid any charges, please be sure to cancel within the specified time frame. We appreciate your understanding and are happy to assist with any questions. 

Do I have to agree to your terms and conditions to book a room with you?

Yes, as a private business, we have established rules to ensure the safety and comfort of all our guests. Each policy is in place to help prevent situations that could negatively impact others or the overall experience that we would like to provide. We strive to make sure our rules are fair and in line with industry standards, as our goal is for everyone to have an enjoyable stay at the beach. 

What are your check in/out times?

Check-in is available after 3:30PM, and check-out is at 10:00AM. If you’re planning a late arrival (after 7:00PM), please give us a call at 910-328-2171 to make arrangements. While we do our best to accommodate every guest, please note that were unable to offer early check-ins or late check-outs, as our staffing and schedules are carefully curated based on the bookings. We appreciate your understanding. 

Is there a minimum night stay? Not Always:

During designated holidays, we require a minimum stay of 3 nights. For Fridays and Saturdays, there’s a 2-night minimum stay. However, we’re happy to accept 1-night stays on the other days. If you have any questions or need more information, feel free to give us a call at 910-328-2171 before booking, we’re always happy to help!

Are you staffed 24/7?

Our office is staffed from 8:30AM to 7:30PM daily. After hours, we don’t have staff on-site, so any non-urgent issues like lost keys or TV remote concerns will be addressed the following morning when the office opens at 8:30AM. For true emergencies, we do have an emergency contact number available after hours placed on our office door, but please note it is for urgent matters only. For personal emergencies, please call 911. We appreciate your understanding and are always here to help during normal business hours.

Do you provide ice via an Ice Machine?

We don’t offer communal ice machines, as they tend to be less hygienic and not ideal for our guests. However, were happy to offer bags of ice at the office for $2.00 each. 

Do you supply coffee? What kind of coffee machines do you have? Do you have a Keurig style?

All of our rooms are equipped with a standard 5-cup drip coffee makers that use filters (not cone shaped). We provide two coffee packs, which will brew either two half pots or one full pot of coffee. Additional coffee is available for purchase at the office: 50 cents per pack, 5 for $2.50, or 10 for $5. If you have a specific coffee preference and want to be sure you’ll have exactly what you love, we recommend bringing a Ziploc bag of your favorite coffee from home just like you would when visiting a friend, especially if you’re unsure whether our coffee matches your taste. 

Do you have Wi-Fi and Cable? And can I get a refund if there is an interruption to these complimentary services?

Yes, we do have them available. However, please note that we do not offer refunds for complimentary services. 

Do you allow pets?.......that is a huge yes..! for dogs!

Yes, we do allow pets- specifically dogs! We’re happy to welcome up to two dogs per room, as long as they’re over a year old and weigh under 100 pounds. Please note that there is a $60 fee per dog for the duration of your stay. 32 of our 34 units are dog friendly. We ask that all dogs remain on a leash while on the property. For everyone’s safety and comfort, aggressive dogs will need to be removed, and owners will be asked to leave (don’t worry, we’re referring to the owners, not the dogs). Owners are responsible for their dog’s behavior, an any damage caused by pets will incur a $250 fee.

Do you provide Dog Poop bags?

Yes, please be sure to dispose of your dog’s waste by placing the filled bags in the trash can. For those warm summer months, we kindly ask that you use the dumpster for disposal to help keep the area clean and comfortable for everyone. 

Do you offer any discounts? Active Military and Senior over 65 as well as an Extended stay for stays over 7 days.

We’re pleased to offer discounts for seniors aged 65 and over, as well as for active military members. Additionally, we provide a special rate for stays of 7 days or longer. Please note that only one discount can be applied per room, and it will be extended to the primary registrant only. We’re happy to help with any questions regarding discounts. 

Do you have any adjoining rooms? 

Adjoining rooms on the 2nd floor:

• 201/202
• 203/204
• 205/206
• 207/208
• 301/302
• 303/304
• 305/306
• 307/308

What if I smoke in a non-smoking room or damage a room? Do you have a smoking area?

Please note that our rooms are privately owned, and we have a strict no-smoking policy in all of our rooms. This includes smoking cigars, e-cigarettes, or any other substances, as well as smoking through open windows. Any violation of this policy or damage to the rooms will result in an automatic $250 charge, which is non-negotiable. Guests who intentionally cause damage will not be permitted to return to the property.

As for smoking areas, unfortunately, we do not have a sheltered or shaded location designated for smoking on the property. We appreciate your understanding and cooperation in maintaining a clean and comfortable environment for all our guests.

What if I lose my key? Please don't :-)

Please take care of your key during your stay, as we do not have staff available after 7:30PM to assist with lockouts until the following morning. If you happen to lose your key, there is a $30 charge for replacement, as we are located on the island, and it can take time to replace it. As a small property, we do not have overnight concierge service, so we appreciate your understanding and cooperation in keeping your key safe.

Do you have plastic cups available in the rooms? We have glass cups and glasses to be eco friendly!

Unfortunately, we don’t provide extra coffee mugs or glasses beyond the standard set of four in each room. If you prefer additional items, we recommend bringing your own for added convenience. And as a fun reminder: Save a Turtle, use a mug! Save a Turtle, use a glass! Thank you for helping us keep the environment in mind.

What if I leave belongings after my stay? Lost and Found

Until recently, we’ve always been happy to mail back any lost items free of charge. However, due to changes in policies and procedures, we now have the following guidelines for Lost and Found items, and we appreciate your understanding.

We are more than happy to return any items you may have left behind, but please note that all shipping costs, including postage, tracking, signature confirmation, and insurance, will be at your expense. Unfortunately, we can’t offer these services without these charges.

Items can also be picked up in person within 30 days of your stay. After that, any unclaimed items will be disposed of.

Please remember that we are not responsible for any items left behind. We recommend taking extra care with valuables during your stay, and we appreciate your cooperation

If the weather is bad OR if my plans change, can I get a refund AFTER I have checked in.

Unfortunately, we are unable to offer refunds if you decide to leave early for any reason. Once a room is reserved, it’s held exclusively for your stay, and last-minute changes can make it difficult to rent the room to others. While we understand plans can change, please note that we do not have control over the weather, and as we like to say, “A rainy day at the beach is still better than a dry day at home.” We appreciate your understanding and hope you’re able to make the most of your time with us!

Do you provide beach towels?

Unfortunately, we do not provide towels for beach use, as our linens are intended for your room and can quickly be damaged by sand and sunscreen. These towels often become unusable, and even our commercial laundry service sometimes returns them stained, which leads to them being discarded — not ideal for anyone. We kindly ask that you bring your own beach towels to help ensure your stay is as comfortable as possible.

Please note that reservation holders will be charged for any linens used on the beach that are intentionally damaged as a result. We appreciate your understanding and cooperation.

Does the Town or the Motel supplement the seashells on the beach daily for visitors?

Unfortunately, no.

How many guests can I bring for free?

We love to host you and your loved ones, but room rates are based on double occupancy (for two guests over the age of 5) , this is a standard policy across many properties to help cover the cost of linens and facility usage. Additional guests do incur a fee. For example, if your children are 6’4” and 19 years old, we kindly ask that you book for four adults.

We understand family reunions, group trips, or spontaneous meetups can get large, but we ask that you keep in mind that room rates are based on occupancy, much like how an all-you-can-eat buffet charges per person. Thank you for your understanding.

# of Guests and Towels and Prices.....Do you provide Towels?

Yes of course, the room will be set up for the number of people you tell us will be staying. However, if your reservation lists only one guest and then you arrive with an unexpectedly large group (such as 825 people, 9 dogs, and a giraffe!), we will need to adjust the pricing accordingly. We kindly ask that you provide an accurate number of guests when making your reservation, as we are honest about the number of beds available in the room.

We completely understand everyone wants to get the best rate, but this has become an ongoing issue, so we’ve had to make this a formal part of our policies. It’s also important to note that because our island’s water supply can’t handle commercial laundry, we send our linens off-island for laundering, which incurs additional costs. This is why it’s crucial that towels are used responsibly. Hoarding towels not only wastes resources but can also increase costs for everyone. We also encourage guests to reuse towels, which helps conserve resources and is kinder to the environment. Thanks for your understanding

When I check in, what do I do if there is damage or something wrong in my room? Just call the office as soon as you check in and let us know

Should you find any issues with your room when you check in, please let us know right away so we can address it promptly. We aim to ensure everything is perfect for your stay, and reporting any damage or issues as soon as possible allows us to resolve them quickly.

In the rare event that damage occurs during your stay, a $250 fee will be charged immediately. This applies to situations where damage is clearly recent or accidental. We don’t typically call ahead for approval, as we’ve had instances where damage was caused after being informed. However, this is extremely rare and typically only happens once or twice a year. We just ask that you use common sense and report any concerns right away so we can take care of things quickly. Most of the time, it’s an easy fix

Does housekeeping go in my room during my stay to tidy up?

Unfortunately, we are unable to provide additional housekeeping services due to sanitation protocols. However, if you require fresh linens, please feel free to contact the front desk or speak with one of our housekeepers directly with the exact number of linens you will be placing outside. The only exception is if there is an issue in your room that requires immediate attention/repair.

Does the motel provide beach chairs or umbrellas?

No, we do not, feel free to bring any of your own beach day items! 

Is there a place to store my beach chairs?

Yes, you're welcome to leave your belongings outdoors or outside of your room, but please note that we do have signage indicating that you are responsible for them. While our staff will not move or handle your items, please be aware that other guests may assume any unattended items are available for use, as they may be seen as provided by the motel. We recommend keeping your personal items close to ensure they remain safe. 

How do we access the beach from the motel?

The accessway we have Is located under the motel, there is a set of stairs that leads to the beautiful ocean!