Policies

1. Check‑In & Check‑Out

Arrival: Your CHECK-IN code will not be made available until the day of and close to your arranged check-in time and when full payment is received with a valid MasterCard or Visa on file.

Check-In: 3:00 PM to 11:00 PM, or as soon as the property has been cleaned and inspected. Check‑in may be delayed during peak season. Minimum check‑in age: 22.

Check‑Out: 11:00 AM or earlier.

Check‑In Date: As per booking confirmation (maximum 28 days unless otherwise agreed).

Please check your unit thoroughly upon arrival! Every effort is made to ensure your unit is cleaned and undamaged before arrival. If this is not the case, please report any discrepancies immediately to our office to ensure that the problem is resolved and that you will not be held responsible.

2. SMS MESSAGING 

By providing a phone number during booking, guests agree to receive automated SMS messages related to their reservation. These messages may include:

• Booking confirmations
• Check‑in instructions
• Access codes
• Stay reminders
• Checkout information
• Important updates during the stay

Message and data rates may apply depending on your mobile carrier. Guests may reply STOP at any time to opt out of non‑essential messages, but doing so may limit our ability to deliver access codes or important stay information.

We never send promotional or unrelated marketing texts.

3. Reservations & Payments 

Reservations: Accepted daily from 8:30 AM–9:00 PM. A 50% prepayment (personal check preferred) is required within 5 business days.

Balance: Due 30 days before arrival (check or credit card).

Credit Card Surcharge: 3% on all card payments.

Transaction Fee: 3% on all payments (non‑refundable).

Returned Check Fee: $15 per returned check.

Prices: Subject to 13% sales/occupancy tax (Wilmington, New Hanover County, Greensboro).

Security Deposit: We do not collect a security deposit unless otherwise requested. However, guests are responsible for any damages caused during their stay.

4. Cancellation & Transfer Policy:

Rooms (Individual Room Rentals) — Flexible 24‑Hour Cancellation

Guests booking individual rooms may cancel up to 24 hours before check‑in for a full refund, minus the non‑refundable transaction fee. Cancellations made within 24 hours of arrival are charged for the first night, and any remaining nights will be refunded.

If a guest shortens their stay after arrival, unused nights are non‑refundable.

Whole Properties Cancellation (Entire Home Rentals) Guests booking a whole property may cancel up to 7 days before check‑in for a full refund, minus the non‑refundable transaction fee. Cancellations made within 7 days of arrival are non‑refundable.

If a guest shortens their stay after arrival, unused nights are non‑refundable.

Transaction Fees All payment processing fees are non‑refundable on every cancellation, regardless of timing.

Early Departures / No‑Shows Early departures, late arrivals, and no‑shows are non‑refundable.

Third‑Party Bookings Reservations made through platforms such as Airbnb or Booking.com are subject to the cancellation terms of that platform, and those terms may differ from the policy above.

Transfer Bookings cannot be transferred.

5. Unit Unavailability 

In the event that a rental unit cannot be occupied or is sold, City & Coast Stays / The Property Owner reserves the right to transfer reservations to a comparable unit or refund advance prepayment. Every effort will be made to contact customer prior to arrival, however, we will not be responsible if customer cannot be contacted. Tenant agrees to pay any difference in rental amount and not hold owner or agent liable for any, consequential or secondary damages. Tenant shall not be entitled to any refund due to area construction, early departure, or disruption of utility services (including phone and cable), after occupancy.

City&Coast Stays/Owner reserves the right to correct any errors in pricing and description on this web site.

6. Third party Websites 

Some reservations may be made through third‑party platforms such as Airbnb, Booking.com, or Expedia. These websites have their own terms, conditions, and policies that may differ from ours.

We are not responsible for:

• Incorrect pricing, availability, or information displayed on third‑party sites
• Errors, delays, or technical issues on external platforms
• Differences in cancellation policies or fees
• Messaging delays or missed notifications through third‑party systems

Once a reservation is confirmed, our property rules, house policies, and procedures apply to your stay, regardless of where the booking originated.

For the most accurate and up‑to‑date information, please refer to the details provided directly by us.

7. Fire Safety & Grill Policy

Guests must follow all fire‑safety guidelines while staying at the property. Open flames of any kind—including candles, incense, fireworks, sparklers, or flammable decorations—are strictly prohibited inside the home. Smoking and vaping are not permitted indoors under any circumstances.

If the property includes a grill, guests must use it outdoors only, in the designated area, and never under covered structures, porches, or near siding, railings, or combustible materials. Grills must be attended at all times while in use and turned off completely after cooking. Guests are responsible for cleaning the grill after use and for ensuring that ashes, grease, and debris are disposed of safely.

Tampering with smoke detectors, carbon monoxide detectors, or fire extinguishers is strictly prohibited. Guests must notify City & Coast Stays immediately if any fire‑safety device is not functioning properly.

Any fire damage, smoke damage, or violations of this policy may result in additional charges, immediate removal from the property, and liability for all associated costs.

8. HVAC / Thermostat Use Policy

Guests agree to use the heating and air‑conditioning systems responsibly. Thermostats must remain within the recommended operating range of 68°F–74°F for cooling and 68°F–72°F for heating. Setting the thermostat below 68°F in summer can cause the system to freeze and shut down; guests will be responsible for any service calls or damages resulting from misuse.

Doors and windows must remain closed while the HVAC system is running. Leaving them open causes excessive humidity, mold risk, and system strain, and may result in additional cleaning or maintenance charges.

Guests may not tamper with HVAC equipment, vents, sensors, or smart thermostats. If the system is not functioning properly, guests must notify City & Coast Stays immediately so maintenance can be arranged.

Any damage caused by improper use, extreme thermostat settings, or obstruction of vents may result in additional charges.

9. Non‑Smoking Policy

All properties are 100% non‑smoking and non‑vaping. Smoking is not permitted inside the unit, on balconies, or near open doors or windows where smoke may enter the home.

A $300 smoke remediation fee will be charged to the card on file if any evidence of smoking or vaping is found inside the property. This includes odor, ashes, burn marks, residue, or discarded smoking materials. Guests may smoke only in designated outdoor areas, if available, and must dispose of all smoking materials safely and responsibly. Unauthorized smoking may result in additional cleaning fees and/or immediate removal from the property without refund.

10. Pet Policy

Unless specifically stated in the listing, pets are not allowed in any City & Coast Stays properties.

For clarity and compliance:

Service Animals We welcome trained service animals as defined by the ADA. Service animals must:

• Be trained to perform a specific task related to a disability
• Remain under the handler’s control at all times
• Not be left unattended in the property

Guests must notify us before arrival if a service animal will be present.

Emotional Support Animals (ESAs) Emotional Support Animals are not considered service animals under the ADA and are not permitted in non‑pet‑friendly properties.

Unauthorized Pet Bringing an unauthorized pet into the property will result in:

• A $300 unauthorized pet fee, and
• Possible immediate removal from the property without refund

Additional cleaning or damage charges may apply if needed.

Pet‑Friendly Units If a specific property is designated as pet‑friendly, the listing will clearly state:

• Allowed pet types
• Weight or breed restrictions (if any)
• Applicable pet fees

Guests must disclose all pets before booking a pet-friendly unit.

11. Quiet Hours

To ensure a comfortable environment for all guests and neighbors, quiet hours are enforced from 10:00 PM to 8:00 AM.

During quiet hours, guests must avoid:

• Loud music or TV
• Excessive noise inside or outside the property
• Gatherings that may disturb neighbors
• Slamming doors, shouting, or disruptive behavior

Noise decibel monitors may be used to help maintain compliance. These devices do not record audio and only measure sound levels.

Repeated noise violations may result in:

• A warning
• Intervention by local authorities
• Immediate removal from the property without refund

We appreciate your cooperation in helping maintain a peaceful stay for everyone.

12. Prohibited Activities

To ensure the safety, comfort, and enjoyment of all guests — and to protect the property — the following activities are strictly prohibited at all City & Coast Stays properties:

Parties & Large Gatherings Violations may result in immediate removal without refund.

• No parties, events, or large gatherings of any kind
• No DJ equipment, large speakers, or amplified sound
• No unauthorized visitors beyond the number of guests on the reservation

Illegal Activity Any illegal activity is strictly prohibited, including but not limited to:

• Drug use or possession of illegal substances
• Underage drinking
• Disorderly conduct
• Fraudulent bookings or identity misrepresentation

Tampering With Safety or Property Equipment Guests may not tamper with, disable, or misuse:

• Smoke detectors or CO detectors
• WiFi routers or modems
• Smart locks or access devices
• Security cameras (exterior only)
• Noise decibel monitors
• HVAC systems or thermostats
• Electrical panels or breakers

Tampering may result in additional charges and/or immediate removal.

Firearms & Weapons Discharging firearms, fireworks, or weapons of any kind is strictly prohibited on the property.

Hazardous Behavior Guests may not engage in:

• Climbing on roofs, railings, or balconies
• Overloading electrical outlets
• Unsafe use of appliances or equipment
• Any behavior that risks injury or property damage

COMMERCIAL USE The property may not be used for:

• Commercial photography or videography
• Business events or meetings
• Product shoots or content creation
• Any activity requiring permits or licensing

Unless explicitly approved in writing.

13. Local Ordinance Compliance

All guests must comply with all applicable local, county, and state laws, including noise ordinances, occupancy limits, parking regulations, and short‑term rental rules established by the City of Wilmington, New Hanover County, and the City of Greensboro. Violations of local ordinances—such as excessive noise, unauthorized gatherings, improper parking, or exceeding maximum occupancy—may result in immediate removal from the property without refund, as well as fines issued by local authorities.

Guests are responsible for ensuring that all members of their party follow posted community rules, HOA regulations (where applicable), and any building‑specific guidelines provided in the listing or check‑in instructions. Failure to comply may result in additional charges or penalties assessed to the reservation holder.

12. Guest Verification / ID Requirement

For security and fraud‑prevention purposes, City & Coast Stays may request a valid government‑issued photo ID from the primary guest at any time before or during the stay. The name on the reservation must match the name on the ID and the payment method used. Failure to provide verification upon request may result in cancellation of the reservation, denial of access to the property, or removal without refund.

Only the registered guest and approved members of their party are permitted to stay in the unit. Guests may not book on behalf of others without prior written approval. Any attempt to misrepresent identity, age, or occupancy is a violation of these policies and may result in immediate removal and additional charges.

14. Unauthorized Guests / Visitors

Only the guests listed on the reservation are permitted to be on the property. No additional visitors, day guests, or overnight guests are allowed without prior written approval from City & Coast Stays. The maximum occupancy listed for the property may not be exceeded at any time.

Unauthorized guests or visitors—whether staying overnight or visiting temporarily—are a violation of these policies and may result in immediate removal from the property without refund, as well as additional charges for extra cleaning, security, or damages. Guests are responsible for ensuring that all members of their party comply with these rules.

Parties, gatherings, or meet‑ups of any kind are strictly prohibited unless explicitly approved in writing by City & Coast Stays.

15. Guest Requirements

Groups & House Parties: We rent to responsible adults only. Minimum age: 22. No house parties, spring break groups, or non‑family groups. Violations may result in removal without refund with or without help from local law enforcement.

Maximum Occupancy: Exceeding booked occupancy is strictly prohibited and will be charged to the card on file or lead to removal without refund.

16. Lockout & Access Policy

All City & Coast Stays properties use secure smart locks. Guests receive a unique access code on the day of arrival. This code becomes active at check‑in time and automatically expires at checkout.

Access Code Security For your safety and the security of the property:

• Access codes must not be shared with anyone outside your reservation
• Guests are responsible for ensuring all doors are locked when leaving
• Tampering with smart locks or access devices is strictly prohibited

Any damage caused by misuse or tampering may result in additional charges.If you are locked out during your stay, we are happy to assist. However, the following applies:

• Between 8:00 AM and 10:00 PM: No fee for remote assistance
• Between 10:00 PM and 8:00 AM: A $35 after‑hours lockout fee may apply if staff assistance is required

Most lockouts can be resolved remotely, but if an on‑site visit is needed, additional charges may apply.

17. Excessive Cleaning / Excessive Mess

The property must be left in a reasonably tidy condition upon departure. Standard cleaning after each stay includes laundering linens, sanitizing surfaces, and resetting the home for the next guest. However, excessive mess that goes beyond normal use will result in additional cleaning fees charged to the card on file.

Excessive mess includes, but is not limited to:

• Trash, food, or personal items left scattered throughout the property
• Spills, stains, or sticky residues on floors, furniture, bedding, or walls
• Dirty dishes left throughout the home or excessive kitchen mess beyond normal use
• Biohazards of any kind (vomit, blood, bodily fluids, diapers left outside bins, etc.)
• Sand, dirt, or debris tracked excessively into the home
• Strong odors from smoking, vaping, marijuana, or prohibited substances
• Misuse of appliances or furniture requiring deep cleaning or restoration
• Glitter, confetti, or party‑related debris
• Excessive laundry beyond normal occupancy (e.g., every blanket, comforter, or decorative item used unnecessarily)

Any condition requiring additional time, labor, or professional services beyond standard turnover will be billed as an excessive cleaning fee, with documentation provided upon request.

18. Equipment Use

All appliances, electronics, and amenities in the property are provided for guest use. Guests agree to use all equipment responsibly and for its intended purpose only.

This includes, but is not limited to:

• HVAC units and thermostats
• Smart TVs and remotes
• Mini‑fridges and microwaves
• Coffee makers and kettles
• Smart locks and access devices
• Lighting, fans, and electrical outlets

Guests may not tamper with, disconnect, reprogram, or misuse any equipment. Any damage caused by improper use may result in additional charges to the card on file.

If something is not working properly, please contact us immediately so we can assist.

SOFA SLEEPERS We do NOT recommend sofa sleepers for adult use. For children’s use only.

REFRIGERATORS 

Many refrigerators are left open during cleaning. It can take as long as twelve (12) hours before your food will cool and the refrigerator returns to a medium temperature. Filling it with warm groceries and continually opening the refrigerator door will take much longer than 12 hours. Please check your refrigerator upon arrival – it should be set at a medium temperature. If the refrigerator is turned to a high setting, the humidity will cause the coils to freeze up, which prevents cool air from reaching the refrigerator compartment while the freezer remains cold. If this should happen, please set the unit to a medium setting and allow time to defrost and stabilize.

19. Kitchens & Kitchenettes

If your rental includes a kitchen or kitchenette, guests are welcome to use all appliances, cookware, and utensils provided. Guests agree to use all kitchen equipment safely and for its intended purpose.

Guests are responsible for:

• Leaving the kitchen in a reasonably clean condition
• Washing any dishes, cookware, or utensils used
• Disposing of food and trash properly
• Avoiding misuse of appliances (stove, microwave, fridge, etc.)

Deep cleaning is handled by our team, but excessive mess, burned cookware, or damaged appliances may result in additional charges.

If anything is not working properly, please contact us so we can assist.

20. Property Items

Property items (such as bedspreads, pillows, chairs, pots and pans, dishes, glasses, silverware, etc.) are NOT to be taken out of the property (to the beach or other properties).

21. Parking

Parking is FREE at all locations currently. Campers, trailers, boats, golf carts are NOT allowed. Parking is limited to the number of spaces advertised for the rental unit. Most parking is limited to two (2) cars at all locations unless otherwise stated on your confirmation. For houses, refer to the house listing or your confirmation for the maximum number of cars allowed.  Exceeding the maximum number of allowed cars may result in being towed at your expense. If you have any special parking needs, please get in touch with us. Specific instructions will be send to you with your Check-In details.

22. Linens & Towels

All stays include fresh linens and towels for the number of guests on the reservation. Beds are made before arrival. One full set of towels is provided per guest. Extra linens or towels are not automatically refreshed during the stay. Guests are responsible for excessive staining or damage to linens and towels.

DEPARTURE MAID SERVICE Guests are asked to leave the property in a reasonably tidy condition.

• Please place used towels on the bedroom floor
• Dispose of trash in the provided bins
• Check that you have all personal belongings
• Lock the door when departing

No deep cleaning is required — our team handles that. Any excessive mess, damage, or missing items may result in additional charges.

Daily housekeeping is not provided during your stay. Each reservation includes a full professional cleaning after checkout. If you need additional cleaning, fresh linens, or extra towels during your stay, these services can be requested for an additional fee.

23. Suggested Items to Bring

To make your stay even more comfortable, you may want to bring:

• Personal toiletries (toothpaste, toothbrush, shaving items, skincare)
• Any preferred specialty coffee, snacks, or beverages
• Extra towels for beach or outdoor use
• Personal electronics and chargers
• Medications or first‑aid items
• Additional blankets or pillows if you have specific preferences
• Alarm clock

All essential linens and basic amenities are provided, but these optional items can enhance your stay.

24. Departure Requirements

Before checkout, please:

• Place used towels in the bathroom
• Dispose of trash
• Check for personal items
• Lock the door

No deep cleaning required.

25. Departure Inspection

After each stay, our team performs a standard departure inspection to ensure the property is left in good condition. This includes checking for:

• Excessive mess or trash
• Damaged or missing items
• Stained or damaged linens and towels
• Unauthorized guests or pets
• Smoking or vaping inside the property
• Misuse of appliances, furniture, or fixtures

Any issues found during the inspection may result in additional charges to the card on file.

26. Lost & Found 

City & Coast Stays is not responsible for personal items left behind, lost, or misplaced during a guest’s stay. If an item is found by our cleaning or maintenance team, we will make reasonable efforts to notify the guest. Upon request, found items may be shipped back to the guest at their expense, including packaging and postage costs.

Unclaimed items will be held for 7 days and then discarded or donated at the discretion of City & Coast Stays. Perishable items, food, and opened personal care products are disposed of immediately for health and safety reasons.

Guests are responsible for checking the property thoroughly before departure to ensure all belongings are collected.

27. Locked Closets 

Some closets, cabinets, or storage areas may be locked and reserved for owner or staff use only. These spaces contain cleaning supplies, maintenance items, or personal property and are not accessible to guests.

For safety and security reasons:

• Locked areas must not be opened, tampered with, or forced
• Guests should not attempt to access any secured storage
• Any damage caused by attempting to open locked areas may result in additional charges

All guest‑accessible storage will be clearly available for your use during your stay.

28. Liability Limitation / Hold Harmless Clause

Guests agree to use the property, amenities, and all equipment at their own risk. City & Coast Stays, its owners, and its representatives are not responsible for accidents, injuries, illnesses, or loss of personal property that occur during the guest’s stay. By booking, guests accept full responsibility for the safety of themselves, their children, and any individuals in their party.

Guests agree to indemnify and hold harmless City & Coast Stays from any claims, damages, liabilities, or expenses arising from:

• Misuse of the property, appliances, or amenities
• Failure to follow house rules or posted safety instructions
• Negligent or unsafe behavior by any member of the guest’s party
• Loss, theft, or damage to personal belongings
• Injuries related to stairs, balconies, decks, parking areas, or outdoor conditions
• Weather‑related incidents, power outages, or conditions outside the host’s control

City & Coast Stays does not provide supervision, security, or emergency services. Guests are responsible for securing the property, supervising minors, and using all features of the home safely and responsibly.

29. Balcony / Deck Safety Clause

Guests agree to use all balconies, decks, patios, and outdoor areas safely and responsibly. Children must be supervised at all times when on or near any elevated outdoor space. Climbing, leaning over railings, standing on furniture, or engaging in unsafe behavior is strictly prohibited.

Furniture may not be moved to or from the balcony or deck. Guests must ensure that doors remain closed when not in use to prevent pests, humidity issues, and HVAC strain.

City & Coast Stays is not responsible for injuries, falls, or accidents resulting from misuse of balconies, decks, railings, or outdoor furniture. By booking, guests accept full responsibility for the safety of themselves and their party while using these areas.

30. Pool / Hot Tub Safety Clause

Guests agree to use the pool, hot tub, and any water‑related amenities safely and responsibly. Use of these features is strictly at the guest’s own risk. Children must be supervised at all times, and no one under the age of 18 may use the hot tub without adult supervision. Running, diving, horseplay, or unsafe behavior in or around the pool or hot tub is prohibited.

Guests must follow all posted rules and manufacturer guidelines, including limits on occupancy, temperature, and duration of use. Glass containers are not permitted in or near any water feature. Guests are responsible for ensuring that covers are properly secured after use and for preventing debris, lotions, oils, or foreign objects from entering the water.

City & Coast Stays is not liable for injuries, accidents, illnesses, or equipment damage resulting from misuse, overuse, or failure to follow safety instructions. By booking, guests accept full responsibility for the safety of themselves and their party when using the pool or hot tub.

31. Pest / Wildlife Disclaimer

City & Coast Stays performs regular professional pest control; however, due to the coastal and wooded environments of Wilmington and Greensboro, guests may encounter insects or wildlife such as palmetto bugs, ants, mosquitos, spiders, squirrels, or birds. These occurrences are common in North Carolina and do not indicate a lack of cleanliness or maintenance.

No refunds or compensation will be issued for the presence of insects or wildlife that enter the property through open doors, windows, or normal environmental conditions. Guests agree to keep doors closed, store food properly, and maintain a clean environment to minimize attraction of pests.

If a significant pest issue is reported, City & Coast Stays will make reasonable efforts to address it promptly, but this does not guarantee immediate resolution or entitlement to refunds.

32. Maintenance & Access

City & Coast Stays may enter the property as needed to address maintenance issues, repairs, safety concerns, or to fulfill legally required inspections. Check out time is NOT the time to inform us about problems.When possible, guests will be notified in advance and access will be scheduled at a reasonable time. In the event of an urgent issue—such as leaks, electrical problems, HVAC failure, or any condition that could cause damage or pose a safety risk—entry may occur without prior notice to prevent further harm to the property or ensure guest safety.

Routine maintenance (such as landscaping, pest control, or building services) may occur during a guest’s stay and is not grounds for refunds or compensation. Guests agree to report maintenance issues promptly and to allow reasonable access for repairs. Failure to permit necessary access may result in additional charges or termination of the reservation.

33. Security Camera’s 

The owner of the property may have installed exterior (including “doorbell”) security cameras on the premises in efforts to prevent vandalism and property damage, and to reduce the risk of criminal activity and behavior which violates the terms of this property’s rental agreement. Any such cameras may be used to record the visual conduct of individuals on or about the property and used for the purpose of identifying individuals who may cause property damage or pose a risk to guests. Security cameras on the premises are allowed to be located in non-private areas (any outdoor areas in which a reasonable person would have no expectation of privacy). By agreeing to the terms of this contract guests acknowledge that they have no expectation of privacy in these non-private areas.  Any and all guests are prohibited from tampering with any video cameras.

34. Noise Decibel Monitors  

Noise decibel monitors may be located within the premises to assess sound levels and their duration. There should be no noise decibel monitors located within bedrooms, bathrooms or sleeping areas. 

The presence of cameras or noise decibel monitors which comply with the above does not create a right for cancellation or to be moved to another property. 

35. Weather & Severe Weather Policy

Weather conditions are outside of our control, and refunds cannot be issued for:

• Rain, storms, or unfavorable weather
• Heat, cold, or seasonal conditions
• Power outages caused by weather
• Beach closures, rip currents, or local advisories
• Construction or noise in surrounding areas

Property Safety During Severe Weather Guests are responsible for:

• Securing personal belongings
• Keeping doors and windows closed
• Following all local emergency instructions
• Notifying us immediately of any damage or safety concerns

City & Coast Stays is not responsible for:

• Weather‑related power outages
• Internet or cable disruptions
• Road closures or travel delays
• Conditions caused by storms before or after your stay

36. Force Majeure Clause

City & Coast Stays is not liable for any failure to perform, delay, interruption, or inability to fulfill a reservation caused by events beyond the host’s reasonable control. These events include, but are not limited to: hurricanes, tropical storms, severe weather, flooding, power outages, utility failures, government orders, mandatory evacuations, pandemics, transportation disruptions, labor shortages, or any other circumstances classified as force majeure.

In the event of a mandatory evacuation order, guests will receive a pro‑rated refund for the nights covered by the evacuation period only. No refunds, credits, or compensation will be issued for voluntary evacuations, weather concerns, travel delays, or cancellations made due to forecasted storms or personal circumstances.

Guests acknowledge that coastal weather conditions, power interruptions, and service outages are possible in this region and agree that such events do not constitute grounds for refunds or compensation outside of the mandatory‑evacuation policy stated above.

37. Chargeback & Payment Dispute

By completing a reservation with City & Coast Stays, guests agree that all charges are valid and authorized. Because accommodations, cleaning, and preparation services are provided in advance of each stay, chargebacks or payment disputes filed after check‑in are not permitted.

Guests further agree to the following:

Valid Charges Charges may include, but are not limited to:

• Nightly rental fees
• Taxes and transaction fees
• Cleaning fees
• Damage, missing items, or excessive cleaning
• Unauthorized pets or guests
• Smoking or policy violations
• Late checkout or lockout fees

All such charges are considered valid when supported by documentation.

Dispute Resolution If you believe a charge is incorrect, please contact us directly. We will review the matter promptly and provide documentation as needed.

Filing a chargeback before contacting us may delay resolution.

Fraudulent or Unfounded Chargebacks If a guest files a chargeback for a valid charge or for a stay that was used:

• We will provide full documentation to the payment processor
• We may seek reimbursement for all associated costs
• We reserve the right to cancel future reservations

Submitting a fraudulent chargeback may result in additional fees or legal action.

38. Venue / Governing Law

It is expressly agreed and understood that In this transaction(s), contract(s) and/or agreement(s) that should any transaction(s), contract, or agreement(s) arise out of my/our interaction with City & Coast Stays / The property Owner or any subsidiaries thereof, that in all matters related to the transaction(s), contract(s), and/or agreement(s) the law of the State of North Carolina shall govern and be used to construe the same. All parties agree to work in good faith to resolve all issues prior to the inaction of a legal dispute. Further, it is agreed that in any lawsuit regarding any matter including, but not limited to, the transaction(s), contract(s) and/or agreement(s), in which I/we name City & Coast Stays / The Property Owner, any subsidiaries thereof, any related parties and/or owners as a defendant, venue shall be in the “New Hanover County Superior Court, Wilmington, North Carolina.”

39. Covenant of Non‑Disparagement

(PLEASE READ CAREFULLY)  Guests are welcome to share honest feedback about their stay. However, knowingly false statements, defamatory claims, or misleading information intended to harm our business or reputation are not permitted.

If you experience any issues during your stay, please contact us directly so we can resolve them promptly.

40. Complaint Resolution

If you experience any issues during your stay, please contact us directly so we can address the concern as quickly as possible.
We are committed to resolving all guest concerns promptly and professionally.

www.cityandcoaststays.com 

41. Independent Host & Platform Disclosure 

City & Coast Stays is a privately owned and independently operated short‑term rental business. This website functions solely as a booking platform for properties managed directly by the host. We are not affiliated with the building’s on‑site management, HOA, maintenance staff, or any third‑party service providers. All communication, support, check‑in instructions, and policies are administered exclusively by City & Coast Stays. By booking, guests acknowledge that they are entering into an agreement with the host and not with the building or any external management entity

42. WiFi / Internet Use Policy

Complimentary WiFi is provided for guest convenience. Internet speed, strength, and reliability may vary depending on service provider conditions, weather, network congestion, and building infrastructure. City & Coast Stays does not guarantee uninterrupted service and is not responsible for outages, slow speeds, or connectivity issues. No refunds or compensation will be issued for internet‑related disruptions.

Guests agree to use the internet responsibly and in compliance with all local, state, and federal laws. Illegal downloads, streaming of copyrighted content, or any misuse of the network is strictly prohibited. Guests are responsible for any legal or financial consequences resulting from improper or unlawful internet activity conducted during their stay.

Smart devices, TVs, and streaming apps may require guests to log in with their own accounts. Guests are responsible for logging out before departure.

43. Damage Waiver & Guest Responsibility

Guests agree to maintain the property in good, clean condition throughout their stay. Any damage, missing items, or excessive cleaning required after checkout may result in additional charges to the card on file.

Guests are responsible for:

• Damage to furniture, appliances, fixtures, or décor
• Stained or ruined linens and towels
• Broken dishes, glassware, or kitchen items
• Misuse of equipment or tampering with devices
• Damage caused by unauthorized guests or pets
• Excessive mess requiring additional cleaning time

Accidental damage should be reported immediately so we can address it quickly and fairly. Unreported damage discovered after checkout may result in charges.

City & Coast Stays reserves the right to charge the cost of repairs, replacements, or additional cleaning to the payment method on file.

Intentional damage, negligence, or violation of house rules may result in immediate removal from the property without refund.

44. Accessibility / ADA Disclaimer

Unless specifically stated in the listing, City & Coast Stays properties are not ADA‑compliant and may not be suitable for guests with mobility limitations or accessibility needs.

Most properties may include:

• Stairs or elevated entryways
• Narrow hallways or doorways
• Standard‑height beds and furniture
• Bathrooms without grab bars or roll‑in showers
• Limited space for mobility devices

If you require accessibility accommodations, please contact us before booking so we can confirm whether a specific property can meet your needs.

We want every guest to have a comfortable stay, and we are happy to help you select the most suitable option.

45. Privacy Policy

City & Coast Stays collects and processes guest information solely for the purpose of managing reservations, communication, payments, and stay‑related services. By booking, guests agree to the collection and use of their information as described in our Privacy Policy. For full details on how personal data is stored, protected, and used, please review our Privacy Policy at the link below:

Policies – cityandcoaststays

Guests are responsible for reviewing the Privacy Policy prior to completing a reservation. Continued use of this website and booking platform constitutes acceptance of the terms outlined in the Privacy Policy.