FAQs
WHAT IS THE CHECK-IN TIME & PROCEDURES?
Check-In is at 4:00 pm CST.
You will receive an email or message on the platform your booked through containing your check-in instructions, door code, parking instructions, Wi-Fi login, etc. 5 days prior to check-in and will be sent again on the day of arrival.
Early check-in requests must be approved by management. Additional fees for early check in may apply.
WHAT DO YOU PROVIDE?
We provide bed linens and bath towels. Other supplies include a starter supply of 1 dishwasher soap, 1 dish soap, 2 washing machine pods, 1 dish sponge, each bathroom has amenities consisting of shampoo, conditioner, body wash, and soap bar (Like a hotel but are NOT restocked). One roll of toilet paper is provided in each bathroom & one paper towel roll in the kitchen.
WHAT SHOULD I BRING?
We only supply starter supplies that may not last your entire visit and you will most likely need to bring or purchase more.
IS THERE INTERNET OR WI-FI IN MY VACATION RENTAL?
Our units provide complimentary Wi-Fi. 5 days prior to arrival you will receive an email or message on the platform you booked through from us with the check in instructions that will contain Wi-Fi access information. Please keep in mind that while Wi-Fi services are complimentary it does not guarantee Wi-Fi strength one may be accustomed to at home. Services may be sporadic, intermittent, or not available during your stay due to weather conditions, service provider issues or construction at the resort. We cannot be held responsible in the event services are not available anytime during your stay.
DO YOU PROVIDE BEACH TOWELS?
We do not provide beach towels. You will need to bring or buy your own beach towels.
WHAT IS YOUR CANCELATION POLICY?
~ 50% of the total booking charges are due at the time the reservation is made, which is fully refundable if you cancel 30 days prior to check-in.
~ The remaining balance is due 30 days prior to check-in and is Non-Refundable. Different terms may apply to stays greater than 28 nights.
~ If you book within 30 days of your arrival date, the total amount is due upon booking and is Non-Refundable.
~ If balance is not paid in full 30 days prior to arrival, management reserves the right to cancel the reservation. If canceled, NO refund will be issued.
~ No refunds or credits will be made to guests for weather related issues or closures, including hurricanes and/or mandatory evacuations. There will be no refunds for early departures.
DO YOU OFFER TRAVEL INSURANCE?
We strongly recommend purchasing Travel Insurance. You will have the opportunity to purchase a policy though Generali* at the time of a direct booking up until the date your final payment is due (30 days prior to arrival).
For Customer Service questions or Claims, please contact Generali directly at (866) 999-4018.
*(This is not available for residents of New York or Hawaii or those who book via VRBO or Airbnb.)
WHAT FEES ARE INCLUDED WHEN I MAKE MY RESERVATION?
Each unit has a cleaning fee, reservation fee, damage waiver fee, and Florida taxes in addition to the rental rate. Resort, parking and other fee's may apply for certain locations. Reservations made before 30 days prior to arrival require an initial deposit of 50% at time of booking, plus Trip Insurance amount if applicable.
The remainder of your reservation is due 30 days prior to your arrival. If making a reservation before 30 days of your arrival, full payment is due at the time of booking. We welcome MasterCard, Visa, Discover, and American Express. All credit card payments will incur a 3.5% convenience fee.
WE WILL BE ARRIVING WELL BEFORE CHECK-IN TIME. IS THERE SOMEWHERE WE CAN STORE OUR LUGGAGE?
We do not have a location to store your luggage at and the rental will not be available to access early to store them in.
DO YOU ALLOW PETS?
We do have several pet friendly properties. Please check with management in the event you want to bring your pet to make sure the property you're interested in is pet friendly.
Owners may have their pets with them at any time as they are registered with the resort so you may see pets in a resort that is not listed at Pet Friendly.
Violators will be asked to leave, and no refunds will be made. A Pet or any evidence of a pet found on the property, that was not previously disclosed by charging you the pet fee, is cause for eviction and forfeiture of rent in addition to additional cleaning charges of $500.
The Pet Fee does NOT include any damages done by the pet and will be charged accordingly to the credit card we have on file.
CAN I SMOKE IN THE UNIT?
None of our properties allow smoking inside or outside on the balcony.
Some properties have designated smoking areas.
WE HAVE AN EXTRA VEHICLE. WHERE CAN WE PARK?
In the event guests bring more vehicles than a property allows to park there may be a few options.
Panama City Beach has three extra public parking lots for additional parking. Parking is $2 per hour (up to 6 hours), $12 for 24 hours, or $84 for the week.
Locations: 9941 Thomas Drive, 600 Henley Drive, & 11209 Front Beach Road
For any questions regarding the use of these public lots, please reach out to the Public Works office at (850) 233-5100 ext. 2416 or visit the website https://www.pcbfl.gov/about-us/visitors/public-parking.
CAN I SEND MAIL OR A PACKAGE TO A PROPERTY I RENTED?
No you cannot. Please do not attempt to mail anything to a property you rented. Majority of our properties have locked mailboxes that only the owner has a key to. If you mail a package and the carrier places it in that locked box, we cannot access it to retrieve your mail.
There are a few places here locally that will allow you to mail packages to their locations. Please reach out to them directly for further assistance.
East end: UPS Store (850) 249-2597
West end: Speedy Pack & Ship Plus (850) 249-6245
WHY BOOK A VACATION RENTAL OVER A HOTEL STAY?
Vacations are meant for relaxation, fun and should offer every convenience. Vacation homes and condos allow family members to stay together while providing the space for everyone to have their own privacy as well. Fully equipped kitchens offer you the option to have some meals at "home" saving money for excursions and shopping. Most resorts offer amenities unlike many hotels including fitness centers, tennis courts, multiple pools, restaurants, hot tubs and movie theaters.
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WHY SHOULD I CHOOSE ONYX STAYS FOR MY NEXT VACATION?
Over 80% of our guests are repeat customers coming back year after year to their favorite vacation rental! Another reason to consider Onyx Stays is our incredible team of professionals available to you from start to finish of your beach vacation and always available to assist our guests with any questions or concerns along the way.
WHAT IS THE CHECK-OUT TIME?
Check-Out is by 10:00 am CST.
Late check-out may be available for an additional fee.
If the house or condo has another guest checking in the same day as your departure we cannot make a late check-out exception, as our cleaners need this time to clean your vacation rental properly for the next guest. If we have vendors, deliverers, etc. scheduled we cannot approve a late check-out.
We appreciate your cooperation.
WHAT DO I NEED TO DO UPON DEPARTURE?
Please make sure all trash is removed from the unit. Trash chutes are available on every floor of your resort, usually located at the ends of each building. Location of trash is on the signage on the front door in the property.
Please gather all towels and leave in the bathtub or shower.
For condos with wristbands, amenity keys and parking passes please leave those on the kitchen counter or dedicated space. Additional charges will be made for the loss of any unit specific items.
