09/23/11

Travel Insurance Coverage for 9/24 Arrivals

Surf or Sound has advocated with Travel Guard on behalf of our guests and Travel Guard has announced the evening of 9/23 that they will be providing coverage for two dates – the mandatory evacuation date (8/25) and the date the road washed out (8/27).

This will provide coverage for those that suffered losses as a result of the evacuation order (before the road washed out), and those that suffered losses within the 30 day “washout” event (which would include the 9/24 and 9/25 check-ins).

Please contact Travel Guard at 1-877-254-8842 to file your claim for their evaluation.


09/23/11

Message from Surf or Sound Realty

We have been listening to our guests and share the frustration that some are feeling after Hurricane Irene. Unfortunately, many guests have had to cancel their vacations or move elsewhere as a result of the storm and interruption of access via Highway 12. Fortunately, 75% of our guests who had reservations for the weeks of 8/27-9/18 purchased travel insurance and will be reimbursed for the costs of their rentals. The majority of our guests (69%) staying in the villages of Avon, Buxton, Frisco and Hatteras have confirmed ferry reservations and will be arriving this weekend for their vacations.

For those guests who chose not to purchase the travel insurance and have not been able to come for their week, we truly are sorry we cannot offer a refund or any other accommodation. Events like this are why we so strongly encourage our guests to accept travel insurance coverage. In fact, travel insurance is automatically included as part of the initial payment and guests are required to refuse coverage by opting out of the insurance.

We have been communicating with our leaseholders and homeowners since before the storm by sending emails with information as it has become available. We have also been communicating regularly via Facebook, posts on our blog site and website. We have responded to thousands of emails and have been answering hundreds of phone calls each day. Although the answers we have been giving are not necessarily popular, we have been there to address the questions nonetheless.

We are receiving many questions regarding the status of specific homes. This is work in progress and remains a fluid situation. Even if a home has incurred damage, most homeowners are arranging for the repairs to be made as soon as possible. It is our hope that our guests will be able to access their homes and enjoy their vacations as originally intended. We will inform guests prior to their scheduled arrival date and as soon as possible if their home will not be habitable. If necessary, we will be able to provide other options at that time.

All property management companies on Hatteras Island have been facing similar challenges in the aftermath of Hurricane Irene, which because of the access issue has been particularly difficult to deal with. Throughout this event, we have been operating within the laws of the state of North Carolina and will continue doing so.

We do appreciate your business and we hope that you choose to vacation with us on Hatteras Island again in the future.

Your Friends at Surf or Sound Realty


09/23/11

Official Notice on Visitor Access to Rodanthe, Waves and Salvo

This afternoon Dare County supplied the official notice that there will be no visitor access to Rodanthe, Waves or Salvo until sometime after 10/06/11. As a result, there will be no check-ins for homes in these villages until after 10/06/11.

Here is a link to the official announcement. It is Bulletin #38.

If you have reservations for the week of 10/1/11 for Rodanthe, Waves or Salvo and have purchased travel insurance, Travel Guard will not cover your claim since 30 days have passed since the mandatory evacuation was ordered. However, we are trying to find ways to help and are providing answers as we get them. If you did not purchase travel insurance, we do understand your disappointment but we cannot offer any refunds or other accommodations. We are truly sorry.

The villages of Avon, Buxton, Frisco and Hatteras are open to visitors via ferry from Swan Quarter or Cedar Island through Ocracoke to the Hatteras Village ferry dock. If you have reservations for these villages, whether or not you purchased travel insurance, we encourage you to keep watching for openings on the ferry. Reservations could open at any point and we don’t want you to miss your opportunity to come. 69% of our guests with reservations for 9/24/11 in these four villages are confirmed to be arriving this weekend via ferry, and we hope to see you next weekend. There are many businesses back open on the island ready to serve you and of course the beach is as beautiful as ever.

The ferry route from Swan Quarter or Cedar Island requires a reservation and there is a fee for a portion of the trip. To make a mandatory reservation, call 1-800-293-3779 (press 2) or online at www.ncferry.org.

If your vacation home is not habitable for your stay, you will receive notification from us prior to your scheduled arrival date. If you plan to check-in for your vacation, please notify us of your ferry reservation so that we may prepare your home. Call us as soon as you make your ferry reservation at 1-800-237-1138.

We greatly appreciate your patience and understanding during the aftermath of Hurricane Irene.

We will continue to update our blog site http://hatterasblog.surforsound.com and our Facebook page www.facebook.com/surforsound with information as it comes available.

Here are some helpful links:

Dare County Emergency Mgmt Bulletins:
http://darenc.com/EmgyMgmt/Alert/index.asp
NCDOT NC-12 Recovery Website:
http://www.ncdot.gov/travel/nc12recovery/default.html
NCDOT Flickr page:
http://www.flickr.com/photos/ncdot/sets/72157627547895700/
NCDOT Twitter Feed:
http://twitter.com/#!/ncdot_ncoast


09/22/11

Businesses Currently Open on Hatteras Island

Many of our guests that are currently on Hatteras Island in Avon, Buxton, Frisco and Hatteras Village have been asking about businesses that are open. We have compiled a list and will be adding more as we become aware of them.

Restaurants:

Avon:
Nino’s Pizza (opening 9/28) – Open 7 days a week for lunch and dinner! (252) 995-5358

Cafe12 – open for lunch and dinner in Avon! Check out their menu online. (252) 995-3602

Topper’s Pizza, aka Gidget’s (252) 995-3109

La Fogata – If you’re in the mood for mexican, this is the place to go! (252) 986-1118

Buxton:
Diamond Shoals Restaurant – Seafood, pasta, salads! (252) 995-5217

Finnegan’s Dining Haul – (252)-995-3060

Orange Blossom Bakery – As our seasoned vacationers know, you’ve got to get there early before the famous “apple uglies” are gone! Stop in for a delicious breakfast treat! (252) 995-4109

The Captain’s Table – open for dinner! (252) 995-3117

Cafe Pamlico – opening for dinner. They have great food and amazing sunset views over the Pamlico Sound! Stop in – the crabcakes are delicious! (252) 995-4500

The Buxton Munch – If you are looking for a place to have lunch – The Buxton Munch is open! Located next to ABC Liquor store and Oceans Notions gift shop. Open Mon. – Sat. from 11am to 3pm. (252) 995-5502

Burger Burger – (252) 995-0065

Frisco:
Frisco Sandwich Company – Open Tuesday – Sunday from 11-3! (252) 995-DELI (3354)

Quarterdeck Restaurant and Bar – Thursday through Monday, 12-8. The menu will include lunch and dinner items fried or broiled all day! They will offer 50% off Appetizers from 4-6 for everyone, along with daily drink specials! (252) 986-2425

Capt’n Rolos – A favorite stop for locals and visitors alike! Great food, service and bar selection offering mixed drinks and daily specials! Stop in and tell Roland we said hello! (252) 995-Food

Gingerbread House – Mmmmmm, PIZZA! Open Thursday-Saturday 4pm-8:30pm (252) 995-5204

Island Perks Diner at Hatteras Landing is not open yet – but their Bakery in Frisco is open! -Located directly south of Frisco Shopping Center. Stop in for some of the best cinnamon rolls, breakfast items and cookies! The perfect comfort food. (252) 986-1444

Hatteras:
Breakwater Restaurant at Oden’s Dock – Catch amazing sunset and water views. Open for dinner! (252) 986-2733

Dancing Turtle Coffee Shop – The perfect place to unwind with a specialty espresso drink, smoothie or organic tea. Open Mon-Sat 7am to noon. (252) 986-4004

Kaia’s Kitchen – Vacation guests – stop in Kaia’s Kitchen – located at Stowe on 12 shops in Hatteras village!! Great food and Amazing People!!!! (252) 986-2024

Grocery Stores
Conner’s Supermarket is open and ready for visitors in Buxton! (252) 995-5711

Frisco Rod and Gun and the Frisco Market at the Frisco Shopping center are open daily 6am to 9pm! Stop in for groceries, snacks, beach supplies and fishing gear! (252) 995-5366

Burrus Red &White Supermarket in Hatteras. (252) 986-2333

Food Lion in Avon

ABC Liquor Store in Buxton – located is the Osprey Shopping center. Open Mon-Sat 10am-9pm. (252) 995-5532

Art Galleries and Gift Shops
Blue Pelican Gallery in Hatteras village – open Mon-Sat 10-5! A percentage of every sale in person and online will go to help the Hatteras Island Food Pantry to help sustain the Hurricane Irene relief effort through the winter.! THANK YOU Blue Pelican Gallery! (252) 986-2244

Kinnakeet Clay – Next to Dairy Queen in Avon is open from 1-5 this week! (252) 995-0101

Fisherman’s Daughter in Avon is open daily 11am to 5pm. They feature a great selection as well as Vera Bradley and Pandora beads and bracelets!

Indian Town Gallery and the coffee shop are open in Frisco! (252) 995-5181

Family Jewels – Stowe on Twelve in Hatteras – A welcoming place where customers can observe Wendy creating her art or create made-to-order beads themselves for one-of-a-kind necklaces, bracelets and earrings. (252) 996-2323

Shopping
Buxton Village Books will reopen October 3rd. What a fun store for all ages! (252) 995-4240

Lee Robinson General Store in Hatteras village – You will surely find something for everyone, from a wide selection of wine, to books, snacks and awesome gifts, artwork, toys, clothing and more! Open 10-6! (252) 986-2381

Hatteras Island Boardsports is open 10am – 5 in Avon. Stop in and check out their big sale! (252) 995-6160

Surfside Casuals in Buxton and Frisco are open! Surfside Casuals offers some of the hottest brand names in surf- and beach-inspired clothing for women and boardshorts for men. The women’s swimsuit section offers hundreds of suits, including separates, for every shape and age. Frisco: (252) 995-4408; Buxton: (252) 995-3352

Wings Store – beach supplies and souvenir shopping. Avon location: (252) 995-3203; Buxton location: (252) 995-0062.

Fishing/Sports/Adventure
Red Drum Tackle Shop – Buxton – Great place for all of your fishing needs! (252) 995-5414

Dillon’s Corner in Buxton – Custom Fishing Gear! (252) 995-5083
Looking to do some offshore fishing? Call Captain Jay – Tuna fishing is right around the corner! Mmmm sushi! (800) 676-4939

Equine Adventures Looking for a truly unique activity during your stay? Call Equine Adventures and book your beach horseback riding today! (252) 995-4897

Frisco Rod and Gun and the Frisco Market at the Frisco Shopping center are open daily 6am to 9pm! Stop in for groceries, snacks, beach supplies and fishing gear. (252) 995-5366

Museums
Graveyard of the Atlantic Museum – If you have time after you get off of the ferry in Hatteras, stop in right next door at the Graveyard of the Atlantic Museum. Open Mon-Sat 10am to 4pm. VERY cool exhibits and great for children, too! (252) 986-2995

Other:
In Touch Wellness Center in Frisco. (252) 995-4067

Village Video in Avon – (252) 995-5138


09/22/11

Hurricane Irene Resources Information

We have located a number of resources on the web for information about Hurricane Irene from road damage pictures and recovery information to organizations providing assistance. We have posted our resource list below for you to use. We will continue to add more as we find them.

Disclaimer: We aren’t associated with most of these sites, so please don’t hold us responsible for the information that they post.

Surf or Sound Hurricane Irene FAQ page
http://hatterasblog.surforsound.com/all-posts/hurricane-irene-frequently-asked-questions-faqs-3/

Dare County Emergency Mgmt Bulletins
http://darenc.com/EmgyMgmt/Alert/index.asp

Businesses Currently Open on Hatteras Island
http://hatterasblog.surforsound.com/all-posts/businesses-currently-open-on-hatteras-island/

Outer Banks Relief Foundation Facebook page
https://www.facebook.com/pages/Outer-Banks-Relief-Foundation-Inc/125544880812944?sk=wall

Outer Banks hurricane help forum
http://helpobx.com/

Outer Banks Community Foundation – to make a donation
http://www.obcf.org/makeagift.htm

Hatteras Island vs. Hurricane Irene Facebook page
https://www.facebook.com/HatterasIslandvsIreneAug2011

NCDOT NC12 Flickr page
http://www.flickr.com/photos/ncdot/6167470668/in/photostream/

NCDOT NC12 recovery website
http://www.ncdot.gov/travel/nc12recovery/default.html

NCDOT NC12 Twitter feed
http://twitter.com/#!/ncdot_nc12

Travel Guard travel insurance Description of Coverage
http://content.travelguard.com/adx/aspx/adxGetMedia.aspx?DocID=7895

Travel Guard travel insurance information
http://content.travelguard.com/adx/aspx/adxGetMedia.aspx?DocID=8244

Gene Conti- Secretary of NCDOT Facebook page
https://www.facebook.com/pages/Gene-Conti-Secretary-of-NC-Department-of-Transportation/96402146984

NCDOT NC 12 – Hurricane Irene August 27, 2011
Locations of breaches to NC 12 caused by Hurricane Irene on August 27, 2011.
http://maps.google.com/maps/ms?msa=0&msid=213110963039440998316.0004aba90bb1fd332a5e8&ie=UTF8&vpsrc=6&z=11

NC Emergency Mgmt on Facebook
https://www.facebook.com/NCEmergencyManagement

Disaster Assistance website
http://www.disasterassistance.gov/

Video of road breaches – however it is not near Avon as the heading states, it is north of Rodanthe
http://www.wavy.com/dpp/weather/hurricane/highway-12-washed-out-road

NOAA Hurricane Irene Response Imagery Viewer
http://ngs.woc.noaa.gov/storms/irene/index.html

Cape Hatteras Electric Cooperative Facebook page
https://www.facebook.com/pages/Cape-Hatteras-Electric-Cooperative/125909047474233

NCDOT Newsroom
http://www.ncdot.gov/newsroom/

NCDOT Twitter Feed
http://twitter.com/#!/ncdot_ncoast

Dare County official declaration of mandatory evacuation
http://darenc.com/EmgyMgmt/Alert/EvacuationOrder.pdf

Photos of NC-12 breaches
https://picasaweb.google.com/100418429005758619418/NC12HurricaneIrene?authus

Hatteras Island Facebook page
https://www.facebook.com/HatterasIsland

Beach 104.1 local radio station Facebook page
https://www.facebook.com/pages/Beach-104-WCXL-FM/207072707785

Articles in the News highlighting Irene’s destruction on Hatteras Island:

http://www.indyweek.com/indyweek/three-weeks-after-hurricane-irene-hatteras-remains-in-tatters/Content?oid=2661587#.TnsEBoKiasE.facebook

http://www.islandfreepress.org/2011Archives/09.22.2011-ThoseLeftHomelessOnHatterasAreLivingANomadicLifestyle.html

Videos:

http://www.youtube.com/watch?v=8FqFZW6pwD4

http://www.youtube.com/watch?v=7um1cHrTIKA


09/22/11

Hurricane Irene Frequently Asked Questions – FAQs

Hello everyone, we thought it would be a good idea to take the most frequently asked questions from our Facebook page and answer them here. We hope this helps to answer some of your questions. We will be updating this page regularly throughout the evacuation.

Last updated 9/22/11 1:00pm

Will we get a refund for our vacation?

We understand the frustration and disappointment that this causes our guests, but we do not offer refunds for hurricanes. This is our published policy and always has been. However, we do offer travel insurance for this reason. Our guests with insurance who had reservations for vacations between 8/20 and 9/18 have been able to file claims with the insurance company for refunds.

We realize that guests who have reservations for stays more than 30 days from the evacuation order are not able to process their insurance claims. If you have a reservation in Rodanthe, Waves or Salvo for the week of 9/24 and have purchased travel insurance, we are trying to find ways to help and are providing answers as we get them. If you did not purchase travel insurance, we do understand your disappointment but we cannot offer any refunds or other accommodations.
If you have a reservation for Avon, Buxton, Frisco or Hatteras, whether or not you purchased travel insurance, we encourage you to keep watching for openings on the ferry. Reservations could open at any point and we don’t want you to miss your opportunity to come.

For ferry reservations call 1-800-293-3779 (press 2) or reserve online at www.ncferry.org. Please call us at 1-800-237-1138 when you make your ferry reservation so that we may prepare your home.

We purchased travel insurance, but Travel Guard is telling us that our vacation falls outside of the 30 day window. What does this mean for our vacation?
We realize that guests who have reservations for stays more than 30 days from the evacuation order are not able to process their insurance claims. If you have a reservation in Rodanthe, Waves or Salvo for the week of 9/24 and have purchased travel insurance, we are trying to find ways to help and are providing answers as we get them. If you did not purchase travel insurance, we do understand your disappointment but we cannot offer any refunds or other accommodations. If you have a reservation for Avon, Buxton, Frisco or Hatteras, whether or not you purchased travel insurance, we encourage you to keep watching for openings on the ferry. Reservations could open at any point and we don’t want you to miss your opportunity to come.

We were supposed to check in to a home in the tri-village the weekend of September 24th, what should we do?
Dare County supplied the official notice that there will be no visitor access to Rodanthe, Waves or Salvo until “sometime after 10/06/11″.
We realize that guests who have reservations for stays more than 30 days from the evacuation order are not able to process their insurance claims. If you have a reservation in Rodanthe, Waves or Salvo for the week of 9/24 and have purchased travel insurance, we are trying to find ways to help and are providing answers as we get them. If you did not purchase travel insurance, we do understand your disappointment but we cannot offer any refunds or other accommodations.

We were supposed to check in to our home the weekend of September 24th, what should we do?
Dare County opened the villages of Avon, Buxton, Frisco and Hatteras to visitors via ferry from Swan Quarter or Cedar Island through Ocracoke to the Hatteras Village ferry dock starting at 7:00am September 15th. Our Avon office is open for your check-in.
For those of you who intend to come for vacation, ferry reservations are required for a portion of the trip. Whether or not you purchased travel insurance, we encourage you to keep watching for openings on the ferry for both your arrival and departure. Reservations could open at any point and we don’t want you to miss your opportunity to come. Call 1-800-293-3779 (press 2) or online at www.ncferry.org.
Please call us at 1-800-237-1138 when you make your ferry reservation so that we may prepare your home.

We were supposed to check in to a home in the tri-village the weekend of September 17th, what should we do?
Dare County supplied the official notice that there will be no visitor access to Rodanthe, Waves or Salvo until “sometime after 10/06/11″. We have forwarded this notice onto the travel insurance company so that they may begin to process your claims for the week of September 17/18. Please contact Travel Guard directly at 1-877-254-8842 with any questions you may have about this process.

We were supposed to check in to a home in Avon the weekend of September 17th, what should we do?
Dare County opened the villages of Avon, Buxton, Frisco and Hatteras via ferry from Swan Quarter or Cedar Island through Ocracoke to the Hatteras Village ferry dock starting at 7:00am September 15th. Our Avon office is open for check-ins.
For those who purchased travel insurance, since the ferry was available this week to get you to your rental and it was not your “original mode of transportation” you may file a claim with Travel Guard. We have forwarded the official notice to the travel insurance company so that they may begin to process your claims for the week of September 17/18. Please contact Travel Guard directly at 1-877-254-8842 with any questions you may have about this process.

We have a vacation home in the tri-village, can we switch to a home in the open part of the island, Avon, Frisco, Buxton or Hatteras?
We do not have the ability to transfer funds to another reservation in a southern home and we have very few undamaged homes with availability. Since final damage reports are still in process we won’t know if it will be in rental condition until the last minute and don’t want to offer you any false hope.

Can I switch my week for another week in the future?
If you have a reservation in Rodanthe, Waves or Salvo for the week of 9/24 and have purchased travel insurance, we are trying to find ways to help and are providing answers as we get them. If you did not purchase travel insurance, we do understand your disappointment but we cannot offer any refunds or other accommodations.
If you have a reservation for Avon, Buxton, Frisco or Hatteras, whether or not you purchased travel insurance, we encourage you to keep watching for openings on the ferry. Reservations could open at any point and we don’t want you to miss your opportunity to come. We have noted your request and do appreciate your patience with us.

We did NOT purchase travel insurance and were booked between the weeks of 8/27 and 9/18. We have requested a week switch. Is this possible?
Unfortunately, we will not be able to accommodate your request. This was an insured event for our guests who purchased travel insurance for the weeks beginning 8/20 and extending through the week of 9/18. We have been offering travel insurance since 1995 and strongly encourage its purchase, particularly during hurricane season.

If you did not purchase travel insurance, we do understand your disappointment but we cannot offer any refunds or other accommodations. We are truly sorry.

When will we know whether we should expect to come for our vacation scheduled after this week?
At this point we don’t know when the road work will be complete or how long the access to Rodanthe, Waves and Salvo will be restricted beyond 10/06/11. As soon as we have an idea we will contact any guests whose vacations will be affected.

How do I know if the home I have rented is damaged?
We are still assessing the condition of the homes for habitability and will notify you prior to your check-in date if your home will not be habitable for your vacation.

How long will it take to repair Highway 12?
Unfortunately we don’t know how long it will take to restore access to the island by NC-12, and we wait along with you for information from Dare County and NCDOT. Currently, NCDOT has stated that the road should be repaired by the first week in October, depending on weather conditions. We are hopeful that the road will be repaired quickly. While Rodanthe, Waves and Salvo remain closed until “sometime after 10/06/11″, there is currently access to Avon, Buxton, Frisco and Hatteras via ferry from Swan Quarter through Ocracoke.

Do you have information on what to expect from the ferry service?
This link contains all of the faq’s regarding the ferry access: http://www.ncdot.gov/download/transit/ferry/app_reservation_faq.pdf

I have a vacation scheduled in October. Do I need to make a ferry reservation?
Yes. For those guests due to arrive the weekends of 10/1 and 10/8 in Hatteras, Frisco, Buxton or Avon, PLEASE go ahead and make ferry reservations as soon as possible. IF the road is open by this time, you can cancel your ferry reservations. Please call 1-800-293-3779 (press 2) or online at www.ncferry.org.

We heard that the evacuation was lifted.
Dare County opened access to Avon, Buxton, Frisco and Hatteras to visitors on 9/15/11 via ferry service from Swan Quarter or Cedar Island through Ocracoke to the Hatteras Village ferry docks. Access to Rodanthe, Waves and Salvo is still restricted at this time. Further announcements will be made by NCDOT when the road is complete and/or ferry service is available for residents and visitors.

Can we be moved to a home not on Hatteras Island?

We only manage homes on Hatteras Island. If your home sustained significant damage, we will call your leaseholder to discuss options. In this case, no news is good news.

Are any companies in the northern beaches offering flexibility to reserve an alternate vacation home since we cannot come to Hatteras Island?
Yes, some companies in the northern beaches are working with our guests to find alternative vacation plans These companies are not associated with Surf or Sound Realty and you will need to make a new reservation with them:
Resort Realty 800-458-3830
Seaside Realty (866) 884-0267
Joe Lamb Jr. 800-552-6257
Carolina Designs 800-368-3825
Twiddy (866) 457-1190
Village Realty 877-546-5362
Paramount Destinations 866-753-3045

Are your phones working and is your office open?
Our Avon office is open and accepting check-ins for reservations in Avon, Buxton, Frisco and Hatteras. Our phones are working but we have limited staff to answer the calls. Please be patient with us.

What office are we supposed to check in at?
Our office in Avon is the only office open and will be the place to check in. Our Salvo office sustained damages and will not be open. Click here for map and driving directions.

Why can’t we get through on your phone number?
We have phone service but very few people to answer calls. Please be patient with us.

Where can we get official documentation of the evacuation?
Check www.darenc.com for official announcements from Dare County. Click here for the mandatory evacuation order.

What if we miss some of our vacation due to the evacuation and impassable road?
If you have purchased travel insurance, you should call Travel Guard directly to start your claim. The number is 1-877-254-8842. They have all of the official documentation they need to start your claim. You can also find official evacuation notices at www.darenc.com.

Can we purchase travel insurance now if we haven’t already?
The insurance company will not cover Hurricane Irene if you did not purchase coverage before it became a named storm.

Do we need a policy number to file an insurance claim and how do we get one?
You don’t need a policy number to file your claim. Simply call Travel Guard at 1-877-254-8842 and give them your reservation number found on your lease or your confirmation email.

What if we are scheduled to make our final payment this week?
We understand that there is uncertainty about access to the island and your rental home for your scheduled vacation. However, you have a lease confirming your reservation and you have a legal obligation to make the payment. Our Avon office is open and mail service is working. If you need to make arrangements for payment please give us a call at 1-800-237-1138 or send us an email with your situation so that we may note your reservation and reply to you accordingly.


09/19/11

Hurricane Irene Frequently Asked Questions – FAQs

Hello everyone, we thought it would be a good idea to take the most frequently asked questions from our Facebook page and answer them here. We hope this helps to answer some of your questions. We will be updating this page regularly throughout the evacuation.

Last updated 9/22/11 1:00pm

Will we get a refund for our vacation?

We understand the frustration and disappointment that this causes our guests, but we do not offer refunds for hurricanes. This is our published policy and always has been. However, we do offer travel insurance for this reason. Our guests with insurance who had reservations for vacations between 8/20 and 9/18 have been able to file claims with the insurance company for refunds.

We realize that guests who have reservations for stays more than 30 days from the evacuation order are not able to process their insurance claims. If you have a reservation in Rodanthe, Waves or Salvo for the week of 9/24 and have purchased travel insurance, we are trying to find ways to help and are providing answers as we get them. If you did not purchase travel insurance, we do understand your disappointment but we cannot offer any refunds or other accommodations.
If you have a reservation for Avon, Buxton, Frisco or Hatteras, whether or not you purchased travel insurance, we encourage you to keep watching for openings on the ferry. Reservations could open at any point and we don’t want you to miss your opportunity to come.

For ferry reservations call 1-800-293-3779 (press 2) or reserve online at www.ncferry.org. Please call us at 1-800-237-1138 when you make your ferry reservation so that we may prepare your home.

We purchased travel insurance, but Travel Guard is telling us that our vacation falls outside of the 30 day window. What does this mean for our vacation?
We realize that guests who have reservations for stays more than 30 days from the evacuation order are not able to process their insurance claims. If you have a reservation in Rodanthe, Waves or Salvo for the week of 9/24 and have purchased travel insurance, we are trying to find ways to help and are providing answers as we get them. If you did not purchase travel insurance, we do understand your disappointment but we cannot offer any refunds or other accommodations. If you have a reservation for Avon, Buxton, Frisco or Hatteras, whether or not you purchased travel insurance, we encourage you to keep watching for openings on the ferry. Reservations could open at any point and we don’t want you to miss your opportunity to come.

We were supposed to check in to a home in the tri-village the weekend of September 24th, what should we do?
Dare County supplied the official notice that there will be no visitor access to Rodanthe, Waves or Salvo until “sometime after 10/06/11″.
We realize that guests who have reservations for stays more than 30 days from the evacuation order are not able to process their insurance claims. If you have a reservation in Rodanthe, Waves or Salvo for the week of 9/24 and have purchased travel insurance, we are trying to find ways to help and are providing answers as we get them. If you did not purchase travel insurance, we do understand your disappointment but we cannot offer any refunds or other accommodations.

We were supposed to check in to our home the weekend of September 24th, what should we do?
Dare County opened the villages of Avon, Buxton, Frisco and Hatteras to visitors via ferry from Swan Quarter or Cedar Island through Ocracoke to the Hatteras Village ferry dock starting at 7:00am September 15th. Our Avon office is open for your check-in.
For those of you who intend to come for vacation, ferry reservations are required for a portion of the trip. Whether or not you purchased travel insurance, we encourage you to keep watching for openings on the ferry for both your arrival and departure. Reservations could open at any point and we don’t want you to miss your opportunity to come. Call 1-800-293-3779 (press 2) or online at www.ncferry.org.
Please call us at 1-800-237-1138 when you make your ferry reservation so that we may prepare your home.

We were supposed to check in to a home in the tri-village the weekend of September 17th, what should we do?
Dare County supplied the official notice that there will be no visitor access to Rodanthe, Waves or Salvo until “sometime after 10/06/11″. We have forwarded this notice onto the travel insurance company so that they may begin to process your claims for the week of September 17/18. Please contact Travel Guard directly at 1-877-254-8842 with any questions you may have about this process.

We were supposed to check in to a home in Avon the weekend of September 17th, what should we do?
Dare County opened the villages of Avon, Buxton, Frisco and Hatteras via ferry from Swan Quarter or Cedar Island through Ocracoke to the Hatteras Village ferry dock starting at 7:00am September 15th. Our Avon office is open for check-ins.
For those who purchased travel insurance, since the ferry was available this week to get you to your rental and it was not your “original mode of transportation” you may file a claim with Travel Guard. We have forwarded the official notice to the travel insurance company so that they may begin to process your claims for the week of September 17/18. Please contact Travel Guard directly at 1-877-254-8842 with any questions you may have about this process.

We have a vacation home in the tri-village, can we switch to a home in the open part of the island, Avon, Frisco, Buxton or Hatteras?
We do not have the ability to transfer funds to another reservation in a southern home and we have very few undamaged homes with availability. Since final damage reports are still in process we won’t know if it will be in rental condition until the last minute and don’t want to offer you any false hope.

Can I switch my week for another week in the future?
If you have a reservation in Rodanthe, Waves or Salvo for the week of 9/24 and have purchased travel insurance, we are trying to find ways to help and are providing answers as we get them. If you did not purchase travel insurance, we do understand your disappointment but we cannot offer any refunds or other accommodations.
If you have a reservation for Avon, Buxton, Frisco or Hatteras, whether or not you purchased travel insurance, we encourage you to keep watching for openings on the ferry. Reservations could open at any point and we don’t want you to miss your opportunity to come. We have noted your request and do appreciate your patience with us.

We did NOT purchase travel insurance and were booked between the weeks of 8/27 and 9/18. We have requested a week switch. Is this possible?
Unfortunately, we will not be able to accommodate your request. This was an insured event for our guests who purchased travel insurance for the weeks beginning 8/20 and extending through the week of 9/18. We have been offering travel insurance since 1995 and strongly encourage its purchase, particularly during hurricane season.

If you did not purchase travel insurance, we do understand your disappointment but we cannot offer any refunds or other accommodations. We are truly sorry.

When will we know whether we should expect to come for our vacation scheduled after this week?
At this point we don’t know when the road work will be complete or how long the access to Rodanthe, Waves and Salvo will be restricted beyond 10/06/11. As soon as we have an idea we will contact any guests whose vacations will be affected.

How do I know if the home I have rented is damaged?
We are still assessing the condition of the homes for habitability and will notify you prior to your check-in date if your home will not be habitable for your vacation.

How long will it take to repair Highway 12?
Unfortunately we don’t know how long it will take to restore access to the island by NC-12, and we wait along with you for information from Dare County and NCDOT. Currently, NCDOT has stated that the road should be repaired by the first week in October, depending on weather conditions. We are hopeful that the road will be repaired quickly. While Rodanthe, Waves and Salvo remain closed until “sometime after 10/06/11″, there is currently access to Avon, Buxton, Frisco and Hatteras via ferry from Swan Quarter through Ocracoke.

Do you have information on what to expect from the ferry service?
This link contains all of the faq’s regarding the ferry access: http://www.ncdot.gov/download/transit/ferry/app_reservation_faq.pdf

I have a vacation scheduled in October. Do I need to make a ferry reservation?
Yes. For those guests due to arrive the weekends of 10/1 and 10/8 in Hatteras, Frisco, Buxton or Avon, PLEASE go ahead and make ferry reservations as soon as possible. IF the road is open by this time, you can cancel your ferry reservations. Please call 1-800-293-3779 (press 2) or online at www.ncferry.org.

We heard that the evacuation was lifted.
Dare County opened access to Avon, Buxton, Frisco and Hatteras to visitors on 9/15/11 via ferry service from Swan Quarter or Cedar Island through Ocracoke to the Hatteras Village ferry docks. Access to Rodanthe, Waves and Salvo is still restricted at this time. Further announcements will be made by NCDOT when the road is complete and/or ferry service is available for residents and visitors.

Can we be moved to a home not on Hatteras Island?

We only manage homes on Hatteras Island. If your home sustained significant damage, we will call your leaseholder to discuss options. In this case, no news is good news.

Are any companies in the northern beaches offering flexibility to reserve an alternate vacation home since we cannot come to Hatteras Island?
Yes, some companies in the northern beaches are working with our guests to find alternative vacation plans These companies are not associated with Surf or Sound Realty and you will need to make a new reservation with them:
Resort Realty 800-458-3830
Seaside Realty (866) 884-0267
Joe Lamb Jr. 800-552-6257
Carolina Designs 800-368-3825
Twiddy (866) 457-1190
Village Realty 877-546-5362
Paramount Destinations 866-753-3045

Are your phones working and is your office open?
Our Avon office is open and accepting check-ins for reservations in Avon, Buxton, Frisco and Hatteras. Our phones are working but we have limited staff to answer the calls. Please be patient with us.

What office are we supposed to check in at?
Our office in Avon is the only office open and will be the place to check in. Our Salvo office sustained damages and will not be open. Click here for map and driving directions.

Why can’t we get through on your phone number?
We have phone service but very few people to answer calls. Please be patient with us.

Where can we get official documentation of the evacuation?
Check www.darenc.com for official announcements from Dare County. Click here for the mandatory evacuation order.

What if we miss some of our vacation due to the evacuation and impassable road?
If you have purchased travel insurance, you should call Travel Guard directly to start your claim. The number is 1-877-254-8842. They have all of the official documentation they need to start your claim. You can also find official evacuation notices at www.darenc.com.

Can we purchase travel insurance now if we haven’t already?
The insurance company will not cover Hurricane Irene if you did not purchase coverage before it became a named storm.

Do we need a policy number to file an insurance claim and how do we get one?
You don’t need a policy number to file your claim. Simply call Travel Guard at 1-877-254-8842 and give them your reservation number found on your lease or your confirmation email.

What if we are scheduled to make our final payment this week?
We understand that there is uncertainty about access to the island and your rental home for your scheduled vacation. However, you have a lease confirming your reservation and you have a legal obligation to make the payment. Our Avon office is open and mail service is working. If you need to make arrangements for payment please give us a call at 1-800-237-1138 or send us an email with your situation so that we may note your reservation and reply to you accordingly.


09/19/11

NPS Offers Special Programs to Hatteras Island Kids

Young Naturalists

Young Naturalists

Hatteras Island is a great place to grow up–beaches, fishing, sea turtles, pirates, shipwrecks, surfing, and, yes, even hurricanes. As a special post-Irene Hatteras Island event, the National Park Service is offering all Hatteras Island kids and their families the opportunity to learn and experience more about this unique barrier island that they call home.

Designed for the children of Hatteras Island, the Especially for Hatteras Island Kids interactive programs are crafted to add to the island youths’ recognition of the many different natural and cultural resources and stories of our nation’s first national seashore.

Join a park ranger for Especially for Hatteras Island Kids programs Monday, September 12th through Friday, September 30th at 4 p.m. daily and additionally at 1:30 p.m. on Saturday and Sunday at the pavilion on the grounds of the Cape Hatteras Lighthouse. All Especially for Hatteras Island Kids programs are free to Hatteras Island kids and their families!

For more information, call the Buxton Visitor Center at 252-995-4474.