FREQUENTLY ASKED QUESTIONS

WHERE IS YOUR OFFICE LOCATED AND WHAT ARE YOUR OFFICE HOURS?

The Luxury Simplified Retreats team is located in a historic townhome in downtown Charleston. Our address is:

95 Broad Street, Charleston SC 29401

Our office is open Monday through Friday from 9:00 PM – 5:00 PM, excluding federal holidays.

Our Retreats team is available after hours via phone at 843.566.5341.


WHEN CAN I ARRIVE AND WHAT IS YOUR CHECK-IN PROCESS?

We do not require you to check-in at our office – you may go straight to the property on/or after the check-in time of 4:00 PM. For security purposes, we use keyless entry locks at our properties and access codes will be sent to you via text message on the day of your arrival. We want to make sure your check-in process goes smoothly and you feel at home during your stay. For this reason, we arrange – via a phone call one-week prior to your stay – for a member of our Concierge Team to meet you at the home when you arrive and show you around. If you are delayed, or your travel has you arriving after 9:00 PM, we can arrange for self check-in, and then, the next day, a member of our team will arrive to greet you, show you around, and familiarize you with all the home’s amenities.



CAN WE CHECK-IN EARLY OR CHECK-OUT LATE?

We cannot guarantee early check-in until one week prior to your stay. To ensure your vacation rental is up to our cleaning standards, we allow ample time for our cleaning teams to thoroughly prepare your home before your arrival.

If your travel plans necessitate a check-in before 4:00 PM on the day of arrival, please inform our Concierge Team during your scheduled phone call one week out from your stay. If our team is able to arrange an early check in for you, there will be a $50 Early Check-In Fee added to your reservation. In the event that early check-in is not possible, our downtown office is open Monday through Friday as the spot we make available for luggage drop-off. Our office is located at 95 Broad Street, Charleston SC 29401.

Unfortunately we are unable to accommodate ANY requests for a late check-out. As an alternative, after check-out (Monday-Friday), luggage can be left at our office at 95 Broad Street should your travel out of Charleston be delayed.

DO WE NEED TO BRING SHEETS AND TOWELS?

All of our luxury vacation rentals are appointed with fresh white towels and luxury bed linens and, if there is additional sleeping space such as a sleeper sofa, there will be extra linens and towels accordingly. We provide enough towels for the number of guests the house can host and each of our properties are equipped with washers and dryers should you need any sheets or towels laundered during your stay.

DO WE NEED TO BRING AMENITIES SUCH AS SOAP, SHAMPOO, AND PAPER PRODUCTS?

Upon check-in, you will be fully outfitted with a “starter” supply of everything for your stay. This includes coffee, paper towels, bath tissue, shampoo/conditioner & body wash, dish soap, and trash bags. Should you run low or need anything additional, we have highlighted the closest grocery or convenience store within each home. Additionally you can expect your kitchen to be well appointed with dishes & cooking utensils. Should need additional supplies, you can obtain them at any of our local grocery stores:

Downtown: Harris Teeter, 290 East Bay Street, Charleston SC

Folly Beach: Harris Teeter, 1895 Folly Road, Charleston SC

OR Bert’s Market (Open 24 hrs): 202 East Ashley Rd, Folly Beach

If you would like our Concierge Team to pick up any additional items and deliver them to you, we are more than happy to do so. Through our Concerige Service, this will be a mark up fee of 20% on items ordered. Please call us at 843.566.5341 to place an order, or fill out our grocery form HERE for grocery delivery within 24 hours of order placement.



WHO DO I CONTACT WITH EMERGENCIES DURING MY STAY?

We hope that while you’re visting us, you do not experience any serious emergency, however, in the event that an emergency occurs that requires the immediate attention of Luxury Simplified Retreats staff or maintenance, we want our guests to get in touch with us so we can ascertain the source of the issue, and take the correct measures to resolve or mitigate the issue. Guests can contact our team at 843-566-5341 during and after business hours. However, please be aware that AFTER HOURS requests will only be acted on immediately if a serious emergency exists. Maintenance issues will be promptly responded to during appropriate business hours.

WHAT IF I ACCIDENTALLY DAMAGE THE PROPERTY DURING MY STAY?

Honesty is always the best policy! Please contact us and let us know when damage occurs. Up to $1,000 of accidental damage is covered by our non-refundable Damage Protection Fee. Think of this fee as something that acts similar to insurance. Damages are assessed by the Property Managers and how they are to be resolved, repaired or replaced, are at the Manager’s discretion.



WHAT TYPE OF CONCIERGE SERVICES ARE OFFERED?

Our Concierge staff here is to make your vacation as easy and memorable as possible. Our services include everything from arranging transportation to grocery stocking and anything in between. Contact our Concierge team directly via the Retreats phone line at 843-566-5341 to inquire about concierge services, and we’d be glad to assist.

ARE THERE RULES ON FOLLY BEACH?

Folly Beach is a laid-back and beautiful beach, a favorite among locals. While the 5-mile beach is home to surfers (and kitesurfers), swimmers, runners, kayakers and more, they do have a set of rules for beach goers to abide by. These include rules surrounding alcohol on the beach, hours dogs are allowed, parking, and more. See a full list of Folly Beach rules here: https://visitfolly.com/rules/

WHEN IS MY SECOND PAYMENT DUE?

If you book your visit with us more than 30 days before your arrival, you will incur a 50% payment at the time of your booking. The remaining 50% of your payment will be due 30 days prior to your arrival. If you booked less than 30 days prior to your trip, you will have covered your payment in full so you do not need to do anything!

CAN I BRING MY PET?

Several of our properties, both downtown and on Folly Beach, are dog friendly! We welcome dogs of all shapes and sizes at Todd’s Place, Maison Des Fleurs,The Oasis, The View, The Vista, Elegant Escape, and The Folly Peach. If your four-legged family member will be joining you, please let us know ahead of time. We do have a non-refundable pet fee of $150 per pet.

CAN I SEND PACKAGES TO THE HOUSE PRIOR TO OUR ARRIVAL?

If you are preparing for an event, or would rather send items than bring them with you, we are happy to hold these items until your arrival. We ask that you please send any deliveries to our staffed office at 95 Broad Street, Charleston SC 29401. Please ensure that you address them to Luxury Simplified Retreats Attn: our luxury retreat. We do not recommend sending packages to the house prior to arrival for risk of them being lost, or left outside.

DO YOU PROVIDE BABY EQUIPMENT?

We would be more than happy to arrange any baby equipment needs such as cribs, baby gates, etc. with a local vendor. Please inform our Concierge Team (843.566.5341) one week before your arrival should you need any of this equipment and we can arrange this to be delivered on your behalf prior to your arrival.



CAN YOU RECOMMEND LOCAL RESTAURANTS/ACTIVITIES?

This is where we shine! Our Concierge Team is constantly on the look our for tasty, new, and “off the beaten track” restaurants, activities, and more around the city. We’ve written multiple blogs on these topics, but we are ALWAYS happy to provide custom recommendations so please give us a call (843.566.5341) and see how we can help!



WHAT DO YOU NEED TO DO BEFORE YOU CHECK OUT?

Although we are sad to see you go, all good things must come to an end! We want to ensure your check-out process is just as easy as your check-in process. Please ensure the doors and windows are locked, and if you are able to, please take out any trash to designated bins. We will take care of the rest!

WHAT DO I DO WITH THE PARKING PASS UPON CHECK-OUT?

If you are staying with us downtown at either Palmetto Loft, Maison Des Fleurs, Upstairs Studio 36 or Studio 36, you will receive a parking pass upon arrival. You are welcome to use this freely during your stay for convenient parking near the home. Upon check out, we ask that you please return the pass inside the home (or to our offices at 95 Broad Street) to avoid incurring a $50 parking pass fee. Each pass is assigned the designated vacation rental unit and needs to remain for the use of the next guest. If you have any questions regarding the parking pass, please give us a call anytime (843.566.5341).

I PURCHASED TRAVEL INSURANCE, BUT I HAVE QUESTIONS ABOUT THE POLICY.

If you purchased CSA Travel Insurance through us for your stay and have questions concerning your policy, please contact CSA Travel Insurance Help Team at (866) 999.4018. However, if you have not yet purchased insurance and are interested in doing so, please contact our Retreats team and we’re happy to coordinate this on your behalf (843) 566.5341.