Non-emergency Maintenance Issues
Lock Out - If you cannot get your door code to work, please call the office. If no lights are flashing and no sound is made when the buttons are pressed, the batteries are dead. Our team will help you with this. If the lights are flashing and you hear beeping when the buttons are pressed, be sure you are entering the code correctly. When you get a green flash, you will need to turn the thumb latch to unlock the lock.
Electrical Issues (i.e. non-functioning lights or outlets in an entire area) first, locate the breaker panel. The circuit breaker panel is typically in an accessible, reachable, conspicuous area of the property. See if any breakers are tripped and attempt to reset them. If outlets are not working, please attempt to reset the GFCI outlet first. A loss of power to the entire house may be an emergency. If you see that the entire neighborhood is without power, it may be a wide-spread outage. If it is just your house, please call our office.
Low Water Pressure - Low water pressure in the summer during peak usage times is a known issue for North Topsail Beach. The city is aware of the issue, but there are no resolutions at this time. To help with water pressure, try to avoid showering during peak times such as late afternoon/early evening when many people are coming back in from the beach. Avoid running dishwashers and/or washing machines at the same time as guests are showering, and limit the number of people using multiple showers at one time.
Appliance Malfunction - Non-functioning dishwashers, washing machines, dryers, or other appliances are not considered emergencies, with the exception of the refrigerator. A tripped breaker is typically the cause, please locate the breaker panel and check the circuit breakers. The circuit breaker panel is typically in an accessible, reachable, conspicuous area of the property. If the refrigrator is not cooling, please call us. Please be aware that after the refrigerator is loaded with your food/drinks that have been at ambient room tempearture upon your arrival, it is normal for the refrigerator temperature to rise. It can take several hours for the temperature to return to normal.
Elevator not opening/running - this is only considered an emergency if it is a medical necessity. This usually occurs when the interior accordian door has not been closed. If the interior door is not closed, the elevator will not move between floors. To fix this, please press the "Call" button on each floor until the exterior door unlocks, then open the exterior door and shut the interior door. If both doors are closed and the elevator will not run, please ensure the "Stop" button on the inside of the elevator did not become engaged.
Clogged Toilet - There should be a plunger located in each property typically found under one of the bathroom sinks or beside a toilet. A clogged toilet is not considered an emergency. We ask that you use a plunger to attempt to clear the clog. If you are unable to unclog the toilet, please turn off the valve behind the toilet, shut the lid, and clean up any mess. Please use a different toilet until we are able to get a plumber in the next business day.
Internet and cable delays/outages - If the cable box is located inside a cabinet or drawer, we advise you to open it to get a better connection. For trouble connecting to the internet, please try to reset the modem and router by unplugging the power cord to each, waiting 30 seconds, then plugging them back in. Please double-check that you have entered the correct Wi-Fi information into your device before contacting us. Wi-Fi network/password can be found in both the guest portal app as well as on the kitchen counter display.
For after-hours emergencies or maintenance issues such as a major water leak or no water to the house, broken gas line or gas leak, non-functioning air conditioning or heat, broken refrigerator, or a complete power outage, please contact our team at (910) 928-0055 for assistance. A team member is on call to monitor voicemails and emails received outside of normal business hours and respond accordingly based on the nature of the emergency.
For non-urgent maintenance needs, please contact our office the next business day via phone or email.
Our team makes every effort to resolve maintenance issues as quickly and smoothly as possible. Some maintenance requests cannot be resolved in 24 hours but we will do our best to make you comfortable, and we will keep you informed of what is going on every step of the way!