5 On Your Side: Vacationers in flux with spring beach rental cancellations

5 On Your Side checks in with a family who was initially denied a refund for their cancelled spring beach trip.

Posted 8:26 p.m. Mar 30, 2020 — Updated 8:37 p.m. Mar 30, 2020

Monica Laliberte

, WRAL executive producer/consumer reporter

The spring, with nice weather and minimal crowds, is typically a great time to visit the beach.

But not this year.

Right now, many beaches are closed to residents and visitors.

Alicia Bumgardner was looking forward to spending Easter week with her family at a home in Avon, renting a house for $1,700.

Then, Dare County issued a declaration that no visitors were allowed.Bumgardner called the rental agency, Surf or Sound Reality.

"I said, I'm not asking for a refund, I'm just asking to move our reservation out so that we can actually use what we just paid for," said Bumgardner. "And she said, you don't have travel insurance, we're not changing our policy. There's no refund, there's no week changes."

She contacted 5 On Your Side.

We called Surf or Sound about the concern, leaving a message for property manager, Cris Wilson.

Then the North Carolina Real Estate Commission issued a statement clarifying its position on refunds. Saying refunds are due in this situation, adding "...when access to the property cannot be provided... (state law) requires that the landlord and broker refund all monies paid by the tenant."

Hours later, Surf or Sound realty posted an update on their Facebook page saying that they had changed their policy.

If travel restrictions are still in place, refunds or credits will be issued, on a week-by-week basis.

For now, Bumgardner's refund is on hold for a couple more weeks.

But after all this, she plans to check rental cancellation policies.

"Next, we're going to start looking at different vacation spots. When all of this is over and the dust settles," said Bumgardner.

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