Rental FAQ’s

How old do I have to be to rent a vacation rental from Emerald Beach Properties?

25+The owners of each property set the age requirements for individual vacation rentals. For most of our properties, the primary renter must be 25 years or older. Anyone under 25 must have a responsible adult staying in the unit and available at all times during your stay. Failure to honor this requirement will result in eviction and no refund of unused days or deposit. Check the description of the property you are interested in for specific age requirements.

  • Are any of your vacation rentals pet friendly?

No-PetsEmerald Beach Properties does not currently offer pet friendly vacation homes. This is because most associations don’t allow pets for rental guests.  There are many local places in Panama City Beach that offer boarding options for your furry friends!

  • Is there free Wi-Fi?

WiFiAll of our vacation rentals provide free Wi-Fi. The network name and password will be sent to you in your Check-in Instructions once the final booking payment is made. Also, this information is posted on a blue magnet on the refrigerator in the kitchen.  If there are any issues with the internet during your stay, please contact us during normal business hours. We will do everything in our power to resolve any issues, but due to the wide variety of devices using Wi-Fi these days, we are unable to guarantee service or offer tech support on your personal device. Please understand that on rare occasions, due to problems with internet providers that outages may occur that are beyond our control.

  • What is an Accidental Damage Waiver Fee?

Accidental-Damage

All reservations pay an Accidental Damage Waiver Fee of $50.00. The Accidental Damage Waiver Fee covers accidental, reported damages up to $1200.00. Any repair or replacement costs that are in excess of $1200.00 will be charged to the credit card on file. Any end of stay cleaning over and above normal will be billed automatically to your credit card on file.  In order for damages to be covered by the Accidental Damaged Waiver Fee, they must be reported to the Property Manager within 12 hours of the damage occurrence and prior to check out.

  • When is final payment for my vacation due? 

Full payment is due 30 days prior to arrival.  We accept payments online through our website and by phone.  If there are closures ordered by the Federal Government, the State of Florida or the Local Governments that prohibit vacation rentals due to COVID-19, you will have the choice of rescheduling your stay or receiving a full refund of monies paid on the reservation without a cancellation fee.

  • How do I book a vacation rental through Emerald Beach Properties?

ReservationThe first step in booking your vacation rental with Emerald Beach Properties is to request a quote for the specific property you want to rent.  Just let us know how many are in your party and the dates you would like to stay. Once the reservation is made, a Rental Agreement is sent to you. To book the vacation rental you have chosen, the Rental Agreement and down payment must be received within 24 hours of booking. The Rental Agreement will include booking instructions and different options for payment.

  • Does our rental include beach chairs?

Beach-ChairsDue to the inability to guarantee beach chair availability during certain times of year, Emerald Beach Properties does not offer beach chairs in most cases. Beach chairs can be purchased from the local representative stationed near the chairs.  Note that some individual owners do pay for annual beach chairs for their guests, please see individual listings for availability.

  • What is the cancellation policy?

Cancellation

Cancellations may be made up to 30 days prior to your arrival date. A $35.00 cancelation fee will be deducted from your down payment for cancellations made at least 30 days prior to your arrival. The remainder of the down payment will be returned to you, by the same method you used to pay originally. A cancellation made 30-15 days prior to your arrival date will result in the forfeiture of $250.00 of your down payment. Cancellations made 14-0 days prior to your arrival will result in the forfeiture of all monies paid. Cancellations or early departures do not warrant a refund, with the exception of a mandatory evacuation.  At the time you book your reservation, you have the opportunity to purchase trip insurance from Rental Guardian through Emerald Beach Properties.  This is offered during checkout for your booking and you will need to pay the insurance portion as part of your initial payment.  If you are booking through a 3rd party site, you can also purchase trip insurance from that company.

  • How do we check in?

Check-In

Your complete check-in instructions will be emailed to you once full payment has been made. We try to make check-in as easy and touch-free as possible! We want you to enjoy every second of your vacation! In most cases, you will be issued a door code and will go straight to your vacation rental upon arrival.

Remember, check-in is 5:00pm or later.  The door code provided in your check-in instructions is programmed to work beginning at 5:00pm so that our housekeepers have time to complete the cleaning of your vacation rental.  If you are a few minutes early, please re-try after 5pm.  If you would like an earlier check-in, please coordinate with us before your arrival. Note that early check-ins and late check outs will incur additional charges and may not be available for all dates.

  • How do we check out?

Check-Out

Please place all of your garbage in plastic bags and dispose of in the trash disposal chute that is located on the same floor as your unit or in the outdoor receptacles provided in the complex. Load the dishwasher and turn it on before you go. Remove sheets from the sleeper sofa, if it has been used. Set thermostat on 73 degrees for a/c, and 68 degrees for heat and please switch on the HVAC unit’s fan so that air will circulate. Also, please leave the ceiling fans on medium speed in all rooms.  This allows air to circulate within the property prior to the arrival of the housekeepers.  Leave the living room TV, DVD & VCR, remotes on the coffee table and leave the bedroom remotes on the dressers. Make sure the sliding glass doors and windows are closed and secured and close the drapes.  It’s that easy! Completely hassle-free check-out!

Leaving the vacation rental in excessively messy or dirty condition, evidence of pets or smoking inside the property will result in extra housekeeping charges to your method of payment on file with us.

  • What about security?

Security

Emerald Beach Properties uses an advanced lock system that provides each guest a unique code that is set to be active only during their stay.  This system also allows control of access to your unit by housekeeping and maintenance personnel.  The locks can be audited to determine if housekeeping, maintenance, pest control, etc. entered your rental at any given time.

Most of our properties have on-site security systems in place.  These systems use video surveillance in common areas.  All properties have full time security personnel on staff and most have access controlled gates or parking lot patrols.  Some of our properties have “Ring” doorbells that record all door activity.

It is the guest’s responsibility to keep door codes private and to keep doors and windows properly secured during their stay.

Emerald Beach Properties is not liable for loss, damage to, or theft of property left inside the condo.  Please be sure to secure your valuables.

  • Who do I call for Maintenance problems?

Maintenance

Emerald Beach Properties Main Office: (850) 234-0997, e-mail

**For medical, fire, smoke, and any other serious emergencies, please immediately call 9-1-1.

If a non-emergency maintenance issue arises during your stay, please contact our main office number during normal business hours by phone or e-mail. Normal business hours are Monday through Friday 8:00am–5:00pm. If there is no answer, please leave a message or send us an e-mail.  This number is monitored after hours for emergency calls only.   Please refrain from reporting non-emergency maintenance issues after hours if they can wait until the next day.

Due to concerns for your safety and the safety of our employees, during the COVID-19 outbreak, we will only address maintenance issues that are urgent and can’t wait until after your check out.  If we must enter your rental for maintenance during your stay, we will make every effort to contact you in advance to arrange for a convenient time so that you can vacate the property for a short period so we can do the maintenance task that is needed.  However, Emerald Beach Properties reserves the right to enter the premises as needed to handle maintenance issues and to inspect the property as needed.

Maintenance requests are handled by the level of urgency, and then by the order that they were received. During certain times of the year, maintenance may not be able to be dispatched to your rental immediately. Rest assured, we will handle your requests as soon as possible. 

After-Hours Emergencies

If a maintenance issue occurs after hours, please call us at (850) 234-0997. Please leave a message if there is no answer. We have staff on call after-hours to handle emergency maintenance issues only.

Maintenance emergency situations are: leaks, non-working toilet (if it is the only one in the property), air conditioning (if it is above 80 degrees outside), as well as other serious issues. Wi-Fi issues, cable TV issues, etc. are not considered emergencies and can’t be handled after-hours due to the unavailability of customer service from Comcast, WOW, etc. during these times.

**For medical, fire, smoke, and any other serious emergencies, please immediately call 9-1-1.

  • Who do I call for Housekeeping issues?

Mop-and-Bucket

Emerald Beach Properties Main Office: (850) 234-0997, e-mail
Please call if your vacation rental has not been cleaned by 5:00 p.m. check in time, or you find any issues with the cleanliness of your rental upon check in. Please report all housekeeping issues within 12 hours of arrival so that we can send someone to take care of them.  Housekeeping is on-call during regular business hours.  Due to COVID-19 concerns and the need for social distancing, we will arrange a housekeeping visit at a time when you are able to leave the property and allow housekeeping to come in.  Emerald Beach Properties strives for the cleanest properties in Panama City Beach, we want to make sure that you receive the highest level of housekeeping service!