Emerald Isle Realty Emerald Dr, Emerald Isle

Ms. Batchelor, we are sorry for the inconvenience and discomfort caused by not having a direct beach access. It has certainly not been our intention to mislead you or any of the families who vacation at Pier Pointe and West, and we are sorry that we did not better set your expectations regarding the damage that still exists from Hurricane Florence. The beach accesses at Pier Pointe and West will be rebuilt, but that project is the responsibility of the homeowner's association, and we have not been given a timeline for the work to be completed. We hope that you and your family found Pier Pointe 1 B-3 West and the inviting amenities of the community to be nicely prepared for your stay. We appreciate your feedback, and again we apologize for your disappointment.

Mr. Lash, thank you for your feedback. We are sorry for what seems to be a misunderstanding about the travel insurance. Travel insurance, by law, is included on each of our vacation rentals, and we do strongly recommend that each of our vacationing families purchase it because it provides protection in many unforeseen circumstances. However, it is an optional charge, and each rental agreement has a section indicating such where you can initial to decline it. As with any insurance, the premium is prepaid, so the amount for the travel insurance is included in the initial payment for your vacation as coverage begins on the day the rental agreement is accepted by you, and once paid the amount for the travel insurance is non-refundable. This is because the insurance is provided by a third party, so the money is sent to that company. For this reason, we ask you to make the decision to accept or decline travel insurance before making your initial payment. You can, however, opt out initially and then choose to add the travel insurance at a later time, but your coverage will not begin until the policy has been paid. We apologize for the misunderstanding and for any ill feelings caused by it, and we appreciate you giving us the opportunity to address your concerns. Please feel free to give us a call should you have any further questions about your reservation.

Lynch family, I am sorry to hear of the frustration you encountered during your time in Emerald Isle and stay with Emerald Isle Realty, Inc. Certainly, we do want all of our guests to enjoy a relaxing vacation as we know that is what you desire. For this reason, the decks of each of our vacation rentals are inspected bi-annually at a minimum. Per our maintenance records, which I verified with our Director of Maintenance, the last inspection of the deck at Aloha deemed the deck to be safe. Notes from this inspection specifically mention the safety of the deck supports, rails, and boards. Deck safety is something we take very seriously, so when concerns such as yours are reported to us we send someone to inspect again and to make any necessary repairs. Our technician who visited Aloha during your stay was happy to reinforce any of the pickets on the deck that you pointed out to be problematic. This is a service we gladly provide in an effort to ease your concerns so you can enjoy your vacation with your family. I apologize for the delayed response of our customer service team, and I am sorry you felt ignored. We make all efforts to return phone calls in a timely manner, and because we are working as the mediator between you, our guest, and the homeowner we must be certain to have all information and results from work requests to ensure optimal communication. Occasionally, the time it takes to gather such information can cause a delay in our response time. I hope you will take advantage of the credit offered towards your next stay with Emerald Isle Realty. Emerald Isle Realty’s number one job for over fifty years has been to provide excellent customer service and accommodations to the many families who vacation with us. Your feedback enables us to continue to be the best vacation rental company we can be, and I hope we will have another opportunity to serve as your host while you enjoy vacationing in Emerald Isle. The Emerald Isle Realty Team