Reservation Policies & Information
We strongly recommend that everyone in your rental party read, or be made aware of, the following Guidelines and Reservation Policies completely.
Each of our rental homes are privately owned and reflect the taste of the individual owner. Homes vary in size, décor, amenities and condition. Every effort is made to represent each home as realistically as possible. Please make sure the home you choose will meet your needs before you make your reservation. We will be unable to move you to another home, or make other arrangements for you, after your reservation has been confirmed or upon arrival if you are not satisfied with the home you have chosen. Our Reservationists know each of the properties and will be able to answer questions and assist you in finding the perfect vacation home!
Who can rent: Suncastle Properties rents only to family groups and responsible adults older than 25 years of age; adults cannot rent properties on behalf of underage guests. The person responsible for making a reservation through Suncastle Properties, the "Renter," must be at least 25 years of age, secure the reservation with a major credit card that is in their name and occupy the rental property during the reservation period. The "Renter" must also be present at Check-In and must present the Credit Card used to pay for and/or secure the rental property unless alternative arrangements are made prior to Check-In. Also, please see our policy on Parties and Events below as well.
Shorter Stays: Looking for a last-minute getaway? Most homes permit Partial Week Getaways for 3 to 6 night stays. Visit our Partial Week Getaways to see which properties are available or speak with one of our reservationists to help you find that perfect getaway.
Maximum Occupancy: The number of guests occupying a property is limited to the number stated on your Rental Agreement with the exception of an infant requiring a crib (not typically supplied). All guests and their vehicles must be listed on the Guest Registration form. Bed sizes are indicated to allow flexibility in sleeping arrangements and do not indicate occupancy limits. Overcrowding or misrepresentation is cause for immediate eviction from the property and forfeiture of all monies paid.
Parties and Events: Suncastle Properties does not rent properties for celebratory events (Graduation or Prom related, Birthday Parties, Wedding Receptions, etc.) exceeding the maximum occupancy limits of the property or to individuals whose intention is to allow people on the property in excess of the occupancy limits of the Property for any reason without the express written consent of Suncastle Properties. Overcrowding or misrepresentation is cause for immediate eviction and forfeiture of all monies paid.
Terminating Rental: Suncastle Properties reserves the right to refuse rental or to terminate a rental if, in its opinion, the guest has violated the terms, conditions and limitations set forth here and in the Rental Agreement.
Rental Payments: All prices are in U.S. Dollars and are subject to change without notice. Even after a reservation is Paid In Full, the total price is subject to change due to the imposition of taxes or other charges by governmental authorities.
A Non-Refundable Reservation Processing Fee and an Accidental Damage Protection Fee apply to all reservations.
Reservations and Payments: For reservations made more than sixty (60) days prior to your Check-In Date, a Refundable Deposit equal to one-half (½) of the Reservation Total is due at the time the reservation is made. If paying by Credit or Debit Card, your balance will be automatically charged to your card forty-five (45) days prior to your Check-In Date. If paying by Check or Money Order, your payment MUST be received IN OUR OFFICE at least forty-five (45) days prior to your Check-In Date. No Cash payments or Money Orders will be accepted at Check-In.
All reservations made forty-five (45) days or less from your Check-In Date MUST be paid In Full at the time the reservation is made by Credit or Debit Card and are Non-Refundable.
We accept Visa, MasterCard, American Express, Discover, Certified Bank Checks and Money Orders dependent on the conditions stated above.
Debit Card users - please be aware that your financial institution may place a hold on your account that may exceed the amount charged to your account.
Advance Reservations: You can make reservations as much as one (1) year in advance of your arrival date. A Refundable Deposit equal to one-half (½) of the Reservation Total will be applied to your credit card subject to the terms on your Property Rental Agreement. All reservations are subject to changes including rates and sleeping configurations (see Description & Rate Changes below). We will notify you immediately of any changes that will affect your reservation.
Cancellations: All reservations become binding upon Suncastle Properties receipt of the initial rental payment required at the time the reservation is made. If the reservation is canceled or changed (changes of dates or switching of properties) within forty-five (45) days of your scheduled arrival for any reason, all rental and fees paid shall be forfeited. Cancellations received prior to forty-five (45) days of your scheduled arrival date will receive a refund of all rental amounts paid less a $250.00 cancellation fee.
Trip Interruption / Cancellation Insurance is strongly recommended and available through Suncastle Properties or other 3rd party vendors to cover most circumstances that would result in a cancellation or interruption of your trip. No rate adjustments or refunds, in part or in full, will be issued due to inclement weather, including hurricane evacuations.
All cancellations must be made by telephone, Certified Mail, or email.
Substitutions: From time to time a property you have booked may become unavailable or un-rentable due to circumstances beyond Suncastle Properties control. Should that occur, Suncastle Properties reserves the right to substitute a comparable property. If comparable accommodations are not available, then guests may choose from available properties at the current rates or receive a full refund.
Hurricanes: First, the good news: the probability of a hurricane making landfall in the Jacksonville / St. Augustine area is historically very small. However, if such an event should occur, and a Mandatory Evacuation is ordered by an Emergency Management agency (Federal, State or Local), you must vacate the property you are renting and leave the evacuation area for safer grounds as directed by local officials. Staying in your unit is NOT an option.
Please keep in mind that no rate adjustments or refunds, in part or in full, will be issued due to inclement weather, including hurricane evacuations. Reservations cannot be transferred or rescheduled to alternative dates in the case of an evacuation – whether voluntary or mandatory. To protect your vacation investment from unforeseen disruptions, Trip Interruption Insurance is available that may offer reimbursement for certain weather-related events. Suncastle Properties offers coverage through CSA Travel Protection® to help cover financial loss in the event of a Mandatory Evacuation and other non-weather related events that may cause your trip to be cancelled or interrupted. Protection against hurricane evacuations must be purchased before the storm affecting your trip becomes a named storm or hurricane (as determined by the National Hurricane Center / NOAA) in order to have coverage for that storm. Please contact us or CSA Travel Protection for more information.
If, during your rental period, a Mandatory Evacuation is lifted and there are more days remaining on your reservation, the balance of your reservation will remain in full effect, provided your unit is in good rentable condition and public utilities and services are operational.
If prior to your Check-in Date the property you have reserved is no longer in satisfactory rental condition or public utilities and services are not operational, we will allow you to reschedule your reservation to be completed within one (1) year of your original reservation (one reschedule without a Reservation Change Fee), move to another available property (subject to rate differences) or cancel your reservation with a full refund of all funds collected.
We strongly recommend that Guests purchase travel insurance for stays occurring during hurricane season - June 1 through November 30. Please see the "Travel Insurance" section for more details.
OFFICIAL NOTIFICATION: By signing the Rental Contract, each Guest acknowledges being offered insurance to compensate the Guest for losses or damages resulting from loss of use of the property due to a mandatory evacuation order. If the Guest refuses said offer to purchase travel insurance, the Guest shall not be entitled to a refund of monies paid. The Guest also agrees to comply with all orders of evacuation. Suncastle Properties is obligated to both our renters and the property owners we represent. We feel that these policies respect the rights and responsibilities of all parties under these difficult circumstances.
Trip Interruption Insurance: Things happen! Unforeseen circumstances such as sudden illnesses or injury, flight delays, auto accidents, job loss and hurricane evacuations do occur. Because of these unique risks, we highly recommend that all Guests purchase Trip Interruption/Cancellation Insurance to protect yourself against the financial loss that would result if you had to cancel, delay or shorten your trip due to an unforeseen event.
Suncastle Properties has contracted with CSA Travel Protection® to offer comprehensive yet economical coverage for such events. For more information, please view the Travel Insurance Page for a description of the coverage. All Guests will receive an email outlining the travel insurance along with the Rental Contract and Guest Registration forms. Travel Insurance premiums are non-refundable under any circumstances.