Re: Portofino Guest Procedures To All Owners, Rental Agencies and Agents: We would like to take this opportunity to provide you with guidelines for providing services. Portofino represents an experience like no other. Total luxury is the goal for this property. In order to maintain the integrity and consistency of this experience for our residents and guests, we have created standards that we expect all rental agencies and their contracted vendor services to adhere to. We reserve the right to make changes to these rules. PARKING Due to limited space on property, parking is restricted to homeowners or their guests only. Support services such as housekeeping and maintenance will not be allowed access to parking garages or ground level parking. Other accommodations must be made when considering these areas of your operations. Arrangements to pick up or drop off support personnel must be made in advance of your on site management. Violations of this policy are subject to towing, at the vehicle owner s expense, and suspension of rental management privileges. Point of contact is Courtesy Patrol, at (850)916-3805. ASSOCIATION AMENITY FEES Each rental management agency, or self managed entity, will be responsible for the payment of amenity fees for each guest on the property. These are charged by a per diem rate for each reservation to support the operation of the property as it pertains to providing amenities and services. Fees vary seasonally and are included and specified in attachment two of this letter. ALL amenity fees are returned to the Portofino Master Homeowners Association, Inc. Management Agency, Owners and guest pays the daily amenity fees and a $75.00 check in fee, plus tax, by credit card prior to the arrival of the guest(s) at Portofino. NO EXCEPTIONS. Point of contact is the Lodging Specialist (850)677-0027, (850)916-3344 by fax or email at HOAAmenityforms@portofinoisland.com. CHECK IN All guest (rental guest not on the property management rental program and guest of owners), must check in at Central Reception to obtain parking passes, amenity cards and set up property charge accounts.
LUGGAGE CARTS Carts are provided in each tower lobby as a convenience to homeowners, homeowner s guest and rental guests. Their use is restricted to these categories only. Use of carts by other personnel is prohibited. HALLWAYS & COMMON AREAS These areas should remain neat and clutter free at all times. Items brought to and from individual units such as tools, cleaning supplies, or other items should be brought directly into the unit and not left in sight. Items found in common areas will be removed. Garbage chutes are provided on each floor. Trash deposited must be in a bag. Disposing of construction refuse or larger items in trash chutes is prohibited. ASSOCIATION and CLUB RULES/REGULATIONS All rental management agencies, their employees, and service vendors are expected to abide by all rules and regulations.
Advance Check-In Procedures at Portofino Resort Please use this document as a guideline when making arrangements for guest registration at Portofino Island in accordance with the Master Association rules and regulations regarding amenity use fees and rules acknowledgement. All guests, staying in a unit that is not occupied by an owner/long Term Tenant are required to register in advance with the HOA office to make arrangements for the payment of the amenity fees and establish credit for resort charging sign acknowledgement of HOA rules of occupancy, and pre-register for parking at the resort. Failure to provide these services by the rental agent in advance of guest arrival will result in overall guest inconvenience and dissatisfaction. In addition to the daily use amenity fees, check-in fess must be paid by the unit owner. We hope to establish a working relationship with all owners, LTRs and rental agents to maintain a service quality of excellence at the Portofino Resort. The onsite rental office (Premier Island Management Group) is providing check-in services for your guest, which includes responding to your guest s services needs, providing problem resolution during their stay and explanation of resort amenities and services. You, as the owner or rental agent, are responsible for correctly providing an Amenity Account Privilege form within 72 hours in advance of your guest s arrival. Advance Check-In Services 1. Complete the Amenity Account Privilege form (included in this attachment), in advance of guest s arrival. The HOA office requests that all forms be emailed or faxed to the attention of the Lodging Specialist 72 hours in advance of your guest s arrival. The
completion of the amenity form grants access for your guests to the amenities at Portofino Island. The amenity fees are set and required by the Master Homeowners Association, as communicated in the homeowner s documents. The forms are selfexplanatory, but if necessary, please contact HOA Admin. at the HOA office with any questions or comments. Office- (850)916-3340 email- HOAinfo@portofinoisland.com. A summary of the Master Association amenity fees has been included with this document. 2. Provide advance instructions to your guest to include: o Your contact information for any problems and/or directions to the property. o KEYS to the condominium. Keys will also be issued out by the front desk with an authorized amenity form. o Instructions for registration with the onsite office for parking/charging privileges. o Check-out instructions and post-billing procedures. Proper advance communication will ensure the guest has a hassle-free check-in. The HOA office and the Premier Island Management Group office will not under any circumstance provide key access to your guest for your unit. The security of your unit and belongings are of utmost importance and will not be compromised by unauthorized entry. Advance communication and registration for your guest is of the highest importance. Please take your rental responsibilities seriously. 1. Premier Island Management Group office maintains the computer system allowing for all charging at the resort. Premier offers this service for a $75.00 service charge to the rental agent or individual owner. All guests are delivered check-out charge statements to their door as a courtesy and also to allow time to reconcile any billing discrepancies. In the event you (owner, LTR or rental agent) are contacted by your guest after departure regarding any billing discrepancies, the owner, LTR or rental agent is responsible for contacting the HOA office to open an investigation. The HOA office will activate a billing investigation and research the items(s) in question and respond back to the rental agent within 48 hours or two business working days. The guest should NOT be directed to call the HOA office in regards to any charge disputes. It is the responsibility of the owner, LTR or rental agent to initiate a billing investigation on behalf of their guest. For guest billing inquires please call the Lodging Specialist at (850) 677-0027.
2. Please communicate any service feedback, compliments or concerns to the HOA Manager or General Manager. We hope to provide all owner and guest exceptional amenities and services during their stay. We welcome your feedback, Suggestions and comments. HOA Manager (850)916-3340 General Manager (850)916-3440