Frequently Asked Questions
A few minutes before your check‑in time, our concierge will text you your unique door code. Simply drive directly to your rental and use this code on the keypad to enter. To be sure you receive your code, please confirm that your cell number is correct in your guest portal.
How do I check in for a Portofino reservation?
For Portofino Island Resort stays, please stop at the front desk before the entrance gate on the left (west) side when you arrive. You will receive your condo keys and armbands starting at 3:00 PM (CT), and the front desk is open 24 hours. Please have a valid photo ID ready at check in.
CHECK-IN for condos and most townhomes is at 4:00 PM (CT).
CHECK-IN for houses is at 5:00 PM (CT).
CHECK-OUT time is at 10:00 am (CT). If you are planning to depart at an earlier time, please text the concierge.
We make it easy. Search your inbox for messages from [email protected] with the subject line that includes “VACATION.” These emails contain your reservation details, payment info, and important arrival instructions.
We provide starter supplies of essentials, including trash can liners, paper towels, toilet paper, bath soap, and dish soap. These items are meant to get you through the first day or two of your stay. Each full bathroom is stocked with fresh bath towels, washcloths, hand towels, and a bath mat, and you’ll also find kitchen towels provided. Every bedroom is prepared with clean sheets and cozy quilts, and all of our vacation homes include a washer and dryer for your convenience.
If you need additional bedding, please contact our concierge, Debi, by text at (850) 426-4722.
Concierge hours:
Monday–Friday: 10:00 AM – 6:00 PM
Saturday: 11:00 AM – 6:00 PM
Sunday: Noon – 6:00 PM
Please note: Our Pensacola Beach and Navarre Beach properties are not stocked with infant or toddler items (such as cribs, high chairs, and pack ‘n plays) due to safety, recall, and cleanliness concerns.
We encourage families traveling with little ones to plan ahead and arrange rental equipment before arrival. We recommend BabyQuip, a trusted baby gear rental service. You can explore their offerings here: https://www.babyquip.com/pensacola
We recommend bringing a few personal essentials to make your stay more comfortable. These can also be purchased locally if you prefer to travel light.
- Beach towels and a beach blanket
- Hair dryer and hair styling items
- Sunscreen and other sun care products
- Shampoo and any preferred toiletries
Your rental will not include any food items. Some guests who drive choose to bring household supplies and groceries with them, while guests who fly typically shop for groceries and basics after check-in.
Another excellent option is to use a grocery concierge service so your home or condo is fully stocked before you arrive. You can pre-order groceries and household items directly through: grocery-concierge.com.
Pensacola Beach
You’ll find a Neighborhood Walmart and a Publix in Gulf Breeze, just before the bridge to Pensacola Beach, making it easy to stock up on groceries on your way in. There is also a CVS in Gulf Breeze with extended hours for last‑minute essentials and pharmacy needs.
Navarre Beach
For Navarre Beach, there is a Winn‑Dixie conveniently located right before the Navarre Beach bridge, plus an additional Publix in the Navarre area for more grocery options.
CONCIERGE SERVICE
Need help during your stay? Our friendly team is here for you.
- Text our concierge at 850-426-4722 for assistance.
- Monday–Friday: 10:00 am – 6:00 pm
- Saturday: 11:00 am – 6:00 pm
- Sunday: 12:00 pm – 6:00 pm
Local Gulf Breeze Office
- Hours:
- Monday–Saturday: 10:00 am – 6:00 pm
- Sunday: 12:00 pm – 6:00 pm
- Phone (answered during business hours): (850) 417-8054
Maintenance Requests
- For non-urgent repairs, please email details to: [email protected]
After-Hours Emergencies Only
- Call 850-417-8054 ext. 4 and stay on the line until a maintenance team member answers.
Early check ins are not available during summer and spring break since most of the vacations homes have guest departing the same day you arrive. However, please ask the text concierge a couples of days before your arrival, just in case anything changes.
Please click on the link for check out instructions
Is my door code good for my whole stay?
Yes, your entry code will work for the entire length of your stay.
Does this apply to Portofino reservations?
For Portofino Island Resort, check‑in is at 3:00 PM (CT) at the front desk, which is open 24 hours a day, and they will provide your keys and access details there.
All of our properties come with a fully equipped kitchen, including cooking and baking pots and pans, basic kitchen tools, regular and wine glasses, dinnerware, silverware, and common utensils. You’ll also find a coffee maker, blender, and mixer, and many homes additionally offer a Keurig and/or Crock Pot.
If you arrive and notice that something you need is missing, please text our concierge as soon as possible. We’ll be happy to supply missing items or any reasonable extras you need for a comfortable stay; you can reach Debi, our concierge, using the contact information listed above.
About one week before your arrival, we’ll email you detailed driving directions to your vacation home. If you need clarification or more specific route information, you can always text our concierge, who will be happy to assist.
To pay your balance, please click on this link and follow the payment instructions.
You will be able to cancel or modify your stay only if you have purchased travel insurance. *Travel insurance cannot be purchased after a storm or hurricane has been officially named. For full details of what is covered, please review the plan information at Red Sky Travel Insurance.
We hope you are completely satisfied with your vacation home. If you notice a cleaning issue or something that needs repair during business hours, please contact Debi by text at (850) 426-4722. Hours: Monday–Friday 10:00 am–6:00 pm, Saturday 11:00 am–6:00 pm, and Sunday 12:00 pm–6:00 pm.
For non-urgent repairs, please email the details to [email protected] so we can address them as soon as possible. For after-hours emergencies only, please call 850-417-8054 ext. 4.
