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FAQS about Poole Vacation Rentals

HomeAbout Poole Vacation RentalsFAQS about Poole Vacation Rentals

Our FAQs

  • Where are you located?

    Our office address is conveniently located 1.4 miles from Beach Blvd at 126 Cove Ave, Gulf Shores, AL 36542. Our mailing address is PO Box 3664 Gulf Shores, AL 36547.

  • What is the minimum age requirement to rent one of your condos?

    The minimum age to book is 25 years of age. There has to be someone 25 years old or older staying on the premises during the reservation dates.

  • When do I receive check-in instructions?

    All information is sent via email 7 days prior to arrival. Guest will also have access to their check-in information through the guest portal, Happy Stays, 24/7.

  • What time is check-in and check-out?

    Check-in is between 3:00 p.m. and 5:00 p.m. CST on your scheduled arrival date. We do our very best to ensure your unit is clean and ready for check-in, however, we cannot guarantee that your unit will be prepared by 5 pm during peak season. Checkout is at 10 AM. The time is set to allow our housekeeping crew to clean your rental before the next check-in. For consideration of all guests, if the unit is not vacated by 10 AM, check-outs will incur $150 per hour.

  • What if I arrive after office hours?

    No problem! Just give us a call and we will send detailed instructions for late check-in. Please call the office on your arrival date before 5:00 p.m. if you plan to arrive after 5:00 p.m. so arrangements can be made for late check-in.

  • Can I have an early check-in/late check-out?

    Yes and no! This is totally dependent upon the guest who is staying before or after you. 24 hours prior to your arrival we will know if we can extend you the early/late option. If your property is available for early check-in or late checkout, there is an additional charge of up to half of the nightly rent. Please call our office at 251-948-8030 to see if you qualify 24 hours prior to arrival.

  • What if I have an after-hours emergency during my stay?

    For medical emergencies, domestic disturbances, etc., please call 911. For after-hours (after 5 p.m.CST) emergency maintenance issues (listed below) please call our emergency number, 251-223-6055. Any non-emergency calls are subject to a $50 per call charge. Examples of an emergency include a busted pipe, water leaks, major plumbing issues, HVAC not working, locked out ($75 charge).

  • Can I bring my dog?

    Some our of rental properties are pet-friendly and designated as such on the individual property’s booking page. If the Guest reserves a pet-friendly property and plans to bring a pet, Poole Vacation Rentals must be notified at the time of reservation and a non-refundable $225 per pet fee will be applied to the Rental Agreement. Any guest who brings a pet to a pet-friendly home but fails to notify Poole Vacation Rentals in advance of arrival and or fails to pay the pet fee of $225 per pet plus tax the guest will be charged a non-notice pet fee of $500.00. If the Guest has an animal in a non-pet-friendly property, the Guest will need to vacate the rental property immediately and forfeit all previous payments for that particular stay. In this situation, Poole Vacation Rentals will attempt to relocate the Guest to a pet-friendly property, if available. The Guest will be responsible for all incurred costs resulting from the relocation, including a pet fee, and returning the property to its original condition, if applicable. If a guest brings a pet into a non-pet-friendly home and it does not come to our attention until after the guest leaves, there will be a non-notice pet fee charged to the card on file for up to $500 and no less than $225.

  • Are your properties smoke-free?

    Yes! Smoking is prohibited in all Poole Vacation Rentals properties. If a guest does smoke, they can do so outdoors but are responsible for discarding all smoking debris appropriately. Any residual signs of smoking indoors, or smoking debris outdoors, will incur additional charges, and the guest’s credit card on file will be charged $500.

  • Do you require a down payment? If so, how much will I owe and when is it due?

    Yes! At the time of reservation, a non-refundable down payment of $300, is due. The $300 non-refundable payment is applied to the reservation to cover the cost of the electronic processing fee, accidental damage waiver, and reservation fee. Guests are required to place a credit card on file at the time of booking to secure the reservation. Poole Vacation Rentals accepts debit cards, VISA, MasterCard, American Express, Discover, and checks. Reservations made within 60 days of arrival require payment made in full at the time of reservation. In addition to the down payment, a damage protection deposit is required

  • When is my final payment due?

    The balance of all fees is due 60 days PRIOR TO a guest’s arrival. If payment is not received 60 days prior to a guest’s arrival date, Poole Vacation Rentals will charge the credit card on file as outlined in our rental agreement

  • How can I pay my balance?

    If you would like to pay online, you can do this through the Happy Stays email link. Your personal link is sent to you at the time of booking. You can also make a payment by calling our office during business hours at 251.948-8030. Payment may also be made directly on our website, www.poolevacationrentals.com.

  • What is supplied in my rental for my stay?

    Each of our properties is individually owned and not classified as a hotel. Because of this, an initial setup of one trash bag per trash can, one roll of toilet paper per bathroom, one roll of paper towels, and one dishwasher detergent pack is provided. Each property is stocked with one towel and one washcloth per person the unit sleeps. Meaning, a property that sleeps six people will have 12 washcloths and 12 towels. If you do not want to do laundry while you are on vacation, it is suggested to bring extra washcloths and towels.

  • What do I need to bring?

    Dishwashing soap, dishwashing detergent, condiments, paper towels, trash bags, aluminum foil, ziplock bags, coffee and filters, laundry detergent, bath products, bath tissue, hair dryer, hangers, toothpaste and toothbrush, beach chairs, beach umbrella, sunscreen, aloe, medication, necessary toiletries.

  • Can we grill out on our balcony?

    Fire marshal and condominium association rules prohibit the use of grills on balconies and decks and under-raised beach houses and duplexes. Most condo buildings, duplexes, and houses have designated BBQ areas.

  • Do you provide chairs, umbrellas, toys, or other beach-specific items?

    Some of our vacation Rentals rental properties do provide beach items for guest use. Unfortunately, Poole Vacation Rentals cannot guarantee those items will be onsite upon a guest’s arrival.

  • Do you require a damage or security deposit?

    Yes. In lieu of collecting a refundable security deposit ranging from $1000 – $1500, an accidental damage waiver fee (ADW) is automatically included in the reservation fee at the time of booking. The ADW fee is non-refundable and will be shown in the cost breakdown on your quote as well as your booking confirmation. The accidental damage waiver covers up to $1,800 in accidental damages. If during the Guest’s stay, any damage to real or personal property of a unit as a result of inadvertent acts or omissions, the guest will be held responsible for the cost of replacing and or fixing damages.

  • Is travel insurance recommended?

    YES!  Poole Vacation Rentals strongly recommends travel insurance.  We have partnered with Rental Guardian to provide Play Travel Protection coverage for our guests.  Play Travel Protection protects your vacation investment up to 100% for covered reasons like illness, injury, death in the family or someone in the traveling party, natural disasters, hurricanes, travel delays, and much more.  

    To learn more about Play Travel Protection or to file a claim, please visit:

    Learn More

    How To Contact:

    Toll-Free: 833.610.0736

    Coverage questions: 833-610-0736

    Claims hotline: 833-610-0736

    Email: support@rentalguardian.com

  • What is the cancelation policy?

    We know you won’t want to, but if you find it necessary to cancel your reservation or change dates, please give us a call at 251-948-8030 or email us at poole.properties@realestate-gulfshores.com. Once a reservation is made, the $300 down payment is non-refundable after 24 hours. ALL Cancellations that are more than (60) days prior to the check-in date will forfeit a minimum of $300. Cancellations that are within (60) days of the check-in date forfeit the full advance payment. Below are the non-refundable, pre-paid items that are disbursed to the third-party company 24 hours after the reservation is made

  • Do you offer a refund if there is inclement weather such as a hurricane or tropical storm?

    Unfortunately, the weather is out of our control. Neither Poole Vacation Rentals nor the property owner can be held responsible for inclement weather accordingly, a refund of rental monies is not required. Should a hurricane or tropical storm threaten the area, the National Hurricane Center and local governing officials will announce evacuation procedures. In the event of a voluntary evacuation (the Guest decides on their own to leave), Poole Vacation Rentals nor the Property Owner is required to provide a refund. We highly recommend purchasing travel insurance for this reason. Please visit Rental Guardian’s website for more information on travel insurance. During a mandatory evacuation issued by the Governor of Alabama, refunds will be issued.

  • What are the beach rules for Alabama Gulf Coast?

    We know you love the beach! Each of us is responsible for protecting and preserving it, and the cities of Gulf Shores and Orange Beach strive to provide a safe, clean, family-friendly environment for everyone visiting! Click HERE to learn more about the Alabama Gulf Coast Beach Rules and Regulations

  • What is allowed on the beach?

    We know you love our beach! Each of us is responsible for protecting and preserving it, and the cities of Gulf Shores and Orange Beach strive to provide a safe, clean, family-friendly environment for everyone visiting. To help you do your part, the following are some tips for enjoying our coast responsibly, along with some rules, regulations, and resources.

    • Any structures or equipment left on the beach an hour after sunset will be removed and disposed of by beach patrol.

    • The following items are not allowed on our beaches: Glass containers, metal shovels or excessive digging, litter, tents or structures larger than 12’x12’, overnight camping, fireworks, loud music, fires, pets, vehicles, or illegal drugs.

    • Keep off the dunes. Staying off the dunes will help us to preserve our dune system and the habitat it provides. Use beach walkovers and boardwalks where provided.

    • Observe and obey the Beach Warning Flag System. Double red flags mean the waters are closed for your safety.

  • Stay safe while enjoying the beautiful Alabama Gulf Coast!

    We want every guest to only take happy memories home from vacation. For this to be your experience, we encourage you to please remain BEACH SAFE during the entirety of your stay. Read the ways for you and your family to be BEach SAFE while on the Alabama Gulf Coast at VisitALBeaches.com/safety. To receive daily text updates for Alabama Beach information, text ALBEACHES to 888777.

  • Is there overflow parking I can park an extra car if needed?

    The homeowner’s association determines the number of parking spaces allotted for each property. Most of our rental properties have limited parking available and only allow two vehicles per reservation. Therefore, recreational vehicles (RV’s), boats, motor homes, trailers, etc. are not permitted without prior written approval by Poole Vacation Rentals. Property HOAs have the right to tow or boot any vehicle failing to display an authorized parking pass at the guest's expense.

  • What happens if I forget something in the rental after I leave?

    Neither Poole Vacation Rentals nor the property owner will be held responsible for items left in a rental property. In the event a guest realizes they have left something behind, they must notify Poole Vacation Rentals within 48 hours. If a guest requests for us to retrieve and mail items left on-site, the guest will be responsible for any incurred fees, including shipping charges.

  • What if I rent a property that is for sale?

    If a reserved rental property is for sale, it may be necessary for Poole Vacation Rentals or a licensed real estate agent to show the property during the guest’s occupancy. In this case, the guest will receive a 24-hour notice to adjust their schedule accordingly. Be assured, we will make every attempt to schedule a showing at a time that is convenient for the guest. In the event the property that you have booked is sold prior to your arrival, Poole Vacation Rentals will make every attempt possible to move you to a comparable property. A refund will be given if there is not a comparable property available for your chosen dates.

  • What if I don’t like the decor of my rental property?

    All Poole Vacation Rentals properties are individually owned and the décor reflects that of the property owner. We do our best to provide an accurate description of the individual property’s amenities, but cannot be held responsible if the guest is dissatisfied with the accommodations.

  • What are my check-out responsibilities?

    You must vacate the premises no later than 10:00 a.m. CST. Bring the keys back to our office at 126 Cove Ave., Gulf Shores, AL no later than 12:00 P.M.: (if you are checking out before we are open, please drop keys in our dropbox); If you did not receive hard keys or pool fobs/cards at check-in, you do not need to return to our office for check-out. Please call our office at 251-948-8030 when you have vacated the unit.

    • Wash all dishes you have used and start the dishwasher

    • Please remove all trash and food from the property

    • Please set the air conditioner to 76 degrees

    • Take out the trash

    • Lock the unit upon departure

    • All linens are inventoried. Please understand that if any sheets, towels, or washcloths are missing, an additional charge will be charged to the credit card on file.

    • $75 Lost key Charge for any key not returned at check out.

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