Vacationer's FAQ

Often guests ask pertinent questions about vacationing on Hilton Head such as the reservation process, policies and what they should bring. We have collected these questions and created this list for your review in the hopes that we may answer some of the questions that you might have.

Am I required to sign a rental contract?

Yes, whether you book on our website, a partner travel site or over the phone you are agreeing to the terms of our contract when you make your first payment with us. In addition, you will be required to e-sign a contract and provide us with a copy of the reservation holder's drivers license and the credit card used to secure the reservation. Once your booking has been submitted you will receive an e-contract to the e-mail address on file. The contract must be electronically signed within 48 hours of receipt or the reservation will be in jeopardy of cancellation.

What is the cancellation policy?

Cancellations 90 days or more prior to arrival will be allowed a full refund of payments made. Cancellations made 31-89 days prior to arrival will result in a forfeiture of payments made up until that date. Cancellations 30 days or less prior to arrival will result in a full forfeiture of all payments made including pool heat, pet fee, parking passes, and any other ancillary fees. In the event that the guest fails to make the final payment within thirty days of arrival, the guest will have a five day right to cure, after that period the reservation will be cancelled and no refunds will be issued. Cancellations or changes that result in a shortened stay or early departure forfeit the full payment amount made and the right to reschedule. No refunds, partial or otherwise, will be awarded due to weather, including, but not limited to hurricane evacuation (mandatory or voluntary). In addition, no refunds, partial or otherwise, will be awarded due to travel bans, pandemics, epidemics, or quarantine.

What is due at the time of reservation?

Once your reservation has been made, a rental agreement will be e-mailed to you. A deposit of 50% of the total cost is required and will be charged to the credit card on file for the reservation. Your balance is due 30 days prior to arrival and will be automatically charged to the card on file, unless the guest notifies us otherwise. When making a reservation less than 30 days prior to arrival, the full amount will be charged to the credit card on file for the reservation. Travel insurance policies will be charged in full when they are added to a reservation.

What credit cards do we accept?

We accept Visa, MasterCard, Discover, American Express & E-Check (1% discount).

What is included in the rental rate?

Our rental rates include all taxes and fees. Fees consist of cleaning fee, credit card processing fee, damage protection (up to $3000-accidental). In addition, all of our guests receive our Southern Hospitality Pass complimentary.

What if I want to add pool/spa heat to my rental?

If you purchased pool heat, please be advised the heat will not exceed eighty-eight degrees. The guest must add & pay for pool/ spa heat at least 2 weeks prior to arrival. Pool/ spa heating fee is subject to a 4.5% credit card processing fee. NOTE: Pools will not be able to be heated Memorial Day- Labor Day. There will be no refunds issued for pool heating issues due to complications from extremely cold temperatures. If you book less than 30 days in advance, you must notify Vacation Homes of Hilton Head at the time of booking that you want pool heat and understand that it might not be available or subject to additional fees. Those within 72 hours of arrival as well as in-house guest requests for last minute heat will unfortunately not be honored.

How do I pick up my keys when the office is closed?

For your convenience, all of our properties are equipped with keyless entry. So once you arrive to Hilton Head you will proceed straight to the property address keeping in mind your contracted arrival time. Arrival information will be emailed to you 30-day prior to arrival. Click here to view your arrival information.


All Palmetto Dunes car passes must be ordered and paid for ahead of your check in day. Passes will be ready for pick up at any time on your day of arrival and can be found in the white lock lock near the front door of our office (3 Burkes Beach Rd, Hilton Head SC 29928). NOTE: only take the pass clearly marked for your group. If other members of your party are due to arrival after you, leave their pass in the lock box for pick you. Guests will not be able to pass the security gate without a pass.

I have checked in, but now I have questions, where should I look?
Vacation Homes of Hilton Head offers a mobile app powered by Duve which contains all important information for every reservation. It's important that all guests have this guest portal saved to their smart phones. Guests will be sent an invitation to their guest portal ahead of check in.
In addition to our guest portal, we put a FAQ document on the fridge of the house. Check your fridge sign for other helpful info including WiFi password, garage code, beach code, gate code, breaker box location, etc.
My rental house has an elevator. How do I use it?
While some properties have elevators, these are a delicate piece of equipment to be used in last resort situations only. Elevator instructions are provided in your mobile app as well as on the elevator. Children are NOT allowed in elevators without adult supervision. Guests will be responsible for all damages associated with improper elevator operation or usage.
Are linens and beach chairs provided with every rental?

Every rental has all linens included, with exceptions of linens for rollways and beach towels. Beach chairs are not provided, but they can be rented in additional to other items you may need during your stay. Click here to view all available rental options.

Where can I find information about Activities, Dining and Shopping?

Our website and our mobile app, should be a helpful guide for you and your family. In additon, our team of local staff are happy to help provide any recommendations for things to do during your stay. For additional information, we recommend the Hilton Head Chamber of Commerce website.

Where can I go to the beach?

All of the beach is public, from the ocean to the high water mark. Access to the beach, however, is often private, but all of our homes & villas have beach access.

If you’re staying at Crabline Court, Henry Lane or Corrine Lane, then you can access the beach just down Singleton Beach Road, less than 1/2 mile. Otherwise, feel free to pass through Chaplin Park and use the public beach access at the end of Burkes Beach Road. All other properties are located in line with beach access.

The Town of Hilton Head Island provides beach accesses at the following locations: Alder Lane Beach Access, off South Forest Beach Drive; Coligny Beach Park, off Coligny Circle; Fish Haul Park, at the end of Beach City Road; Driessen Beach Park, at the end of Bradley Beach Road; Burkes Beach Access, at the end of Burkes Beach Road; Folly Field Beach Park, off Folly Field Road; and Islanders Beach Park, off Folly Field Road. Restrooms, changing areas, sand showers and vending are available at the beach parks.

The gas grill at the property has run out of propane. What do I do?

If the propane of your gas grill should run out during your stay, please exchange the tank at any gas station. You may e-mail us a receipt for reimbursement to Please note in your e-mail the Last Name on the reservation and the Property Address of the home you rented. Please provide us the person's name whom the reimbursement check should be made payable and mailing address. The check will be issued within seven days of departure. We will not reimburse you for new tank purchases, you must take the existing tank with you and exchange it. Cost is approximately $17-$25. Please call us if you have any questions.

How do I get access to the beach shuttle?

Guests staying in Palmetto Dunes: The Palmetto Dunes Buggy provides courtesy transportation within Palmetto Dunes, Leamington, and Shelter Cove. Operating daily March 29, 2020- September 7, 2020 from 8am-9pm. For a pickup, call (843) 689-4222. Visit the beach, golf courses, restaurants, shops and tennis courts, as well as Shelter Cove Harbour, Shelter Cove Towne Centre, and the Plaza at Shelter Cove. This is an on-demand service and vehicles will be dispatched on a first-come, first-served, basis as requests are received. Download the Dunes Buggy map.

Guests staying in The Village of Singleton Beach (Crabline Court): The beach shuttle service runs seasonally from the end of May- End of August. Please contact our office for the exact dates. The shuttle operates Sunday through Friday from 9am-5pm. The driver's phone number is (843) 415-1971 . Please allow up to 15 minutes notice for drop-off and pick-up. The shuttle does not operate on Saturday or when it is raining or thunder/lightning.

Guests staying on Henry Lane or Corine Lane: The beach shuttle service runs seasonally from the end of May- End of August. Please contact our office for the exact dates. The shuttle operates Sunday through Friday from 9am-5pm. The driver's phone number is (843) 593-3070. Please allow up to 15 minutes notice for drop-off and pick-up. The shuttle does not operate on Saturday or when it is raining or thunder/lightning.

Are there parks on the Island?

The Town of Hilton Head Island has twelve parks. Click here for a map of park locations.

Vacation Homes of Hilton Head strives to provide our customers with the best vacation rental experience possible. Please contact one of our "Hilton Head Experts" for any additional questions you might have regarding your stay or things to do during your stay.

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