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Frequently asked questions
The Basics
What is your cancellation policy?
+Guests who’ve made their booking directly with Overmoon, either by phone or through our website, may cancel a reservation up to 14 days in advance of arrival date in order to receive a full refund. If a cancellation occurs within 14 days of arrival date, no refund will be made. For guests who’ve booked through Airbnb, VRBO, or another third party site, please refer to that site’s respective cancellation policies.
When are your check-in and check-out times?
+Check in begins at 4:00 PM on the Arrival Date and check out is at 10:00 AM on the Departure Date. Interested in an early check in or late check out? Please reach out to our Guest Experience Team at: 850-787-9025 or support@overmoon.com
Do you allow pets?
+We love all pets, but we only allow dogs at our homes. A maximum of 2 dogs are allowed at our homes – just please let us know about them in advance. We require a flat pet fee of $250 for up to two dogs, as well as a signed pet waiver. If any member of your rental party requires accompaniment by a registered service animal, notification at the time of booking is required. Proper verification must be provided.
How do I get the key to the rental?
+All homes are equipped with a key code lock. The code to access the Property will be provided to Guest prior to the arrival date through text and email.
What do I do if I left something at the rental?
+Please contact our Guest Experience Team at: 850-787-9025 or support@overmoon.com and we will do our best to return your items to you.
Services & Experiences
Are there items or experiences I can add on to enhance my vacation?
+Yes! We offer a range of things that can be waiting for you—from groceries to beach gear to pack-and-plays —so you can travel light and easy. Please visit our Overmoon store to see the many options you can add to your stay.
Payment
How can I pay for my rental?
+The full amount is due at the time of booking. We accept all major credit cards.
Cleaning & Safety Protocols
What type of cleaning and safety policies do you have?
+- Our homes are cared for by our expert teams using enhanced cleaning protocols.
- We completely air out our homes between guests and while cleaners do their thing.
- We offer easy, contactless check in and digital door locks.
- If you need a team member to come over for any reason, they’ll wear a mask to protect everyone.
Contact Us
Have other questions that we didn’t answer here?
+Please contact us and we’d be happy to help!
