Guest FAQ

Will I get instructions on confirmation and arrival details?

Yes you will. We will send this email within 24 hours once a reservation is made. Your confirmation email will be from Reservations@SuncastleProperties.com so please add this to your list of accepted email addresses.

We also advise all our guests to make sure that they have our email address - info@suncastleproperties.com for any last minute questions.

What are the check-in and check-out times?

We need adequate time to prepare our homes for the next guests. It’s for this reason that we enforce check-in and check-out times.

At Suncastle Property Management, the normal check-in is between 3:00 PM and 5:30 PM. Check-out time is before 10:00 AM. Sorry, but no exceptions! We need to get busy preparing for the next Guest. Drop the keys at the office and let us know how much fun you had during your stay!

Can I pick up keys early?

A Rental Agent will call the cell phone number you provided during the reservation process to let you know if early check-in is possible for your property.

What are the check-out procedures?

Please remove all food from cabinets and refrigerator. Bag all trash, including bathroom trash and place it in the outdoor receptacle for your property.

Load all dishes in the dishwasher and start the wash cycle prior to your departure. Place all used bath linens, bed sheets and pillow cases on the bathroom floor. Turn off all appliances, ceiling fans and lights, lock all doors & windows and return your keys to the rental office by 10AM.

How much deposit do I need to reserve a home?

If check-in is within 45 days of your booking date then the full amount is due by credit card within 24 hours of booking.

If check-in is more than 45 days from your booking date, your signed paperwork and advance payment (approximately 50% of the rental fee, plus the non-refundable reservation fee, damage protection fee and optional Travel Insurance premium) must be received within three days of the booking date.

I have paid in full, how do I get to my vacation home?

Once you have confirmed your booking and you have received your confirmation of payment you will receive a “Welcome” email 3 to 5 days prior to your scheduled arrival. This email will provide you with detailed instructions about check-in and how to access your vacation home.

Will I stay in the home of my choice?

Yes, you will! You will stay in the specific home that you picked. Our calendars are always updating and will continue doing so until you have finished and confirmed your booking.

Very rarely, but unforeseen circumstances have occurred where a reserved unit becomes unavailable (fire, critical system failure, etc.), we will notify you immediately and work with you to substitute a comparable property. If a comparable accommodation is not available, you may choose from any available property at the prevailing rate or receive a full refund

What items do you recommend I bring with me on my vacation?

Your vacation home furnished with standard household and kitchen items, internet and cable or satellite TV. We'll try to provide you with all the basics you'll need for a great vacation.

Each property is supplied with bed linens, bath and kitchen towels and bath and kitchen amenities, so everything will be ready for you to kick off your shoes and relax! At the end of your stay, please be sure that all linens remain in the property.

Who is responsible for cleaning the home?

Vacation is time to de-stress, relax with friends and family, and enjoy your life without any worries. That said, it’s our humble request that you put all trash in the provided garbage bins and place the dishes in the dishwasher.

Your home will be sparkling clean when you arrive. You’ll also get a vacuum cleaner, mop, and broom should you need to “touch-up” during your stay.

Can I get housekeeping during my stay?

Yes, housekeeping may be arranged during your stay. Please arrange mid-stay housekeeping prior to your arrival so we can discuss your needs and schedule. Fees for these services vary.

Can I make a special request?

At Suncastle Property Management, we welcome any special requests our guests may have.

Can I smoke inside the property?

No, we don’t permit smoking in any of our properties.

Can I bring my pet with me?

We have a variety of pet friendly properties available for rental. Due to community restrictions, please inquire with a representative first prior to bringing your furry friend with you to ensure you have an enjoyable and uninterrupted stay.

What if I cannot find the answer to my question?

If you were not able to find an answer on our website, please contact us directly at (904)686-2641 and one of our Reservationists will be happy to assist with your questions and help you find a vacation rental home for an exceptional getaway in Ponte Vedra Beach.