Standard Terms & Conditions - Holiday Premises
Your holiday accommodation is fully self-contained; however, they are not serviced. Unless otherwise stated in the property description, linen (sheets & Towels) and personal consumables are NOT provided. You will need to provide your own sheets/pillowcases, towels, bathmats, tea towels, and kitchen/ bathroom consumables (like sugar, tea/coffee, toilet paper and soap). Pillows, blankets/doonas, pillow protectors and mattress protectors are provided at all properties.
LINEN HIRE: Linen hire is available on our website while you are making your booking, alternatively, please contact us prior to your arrival should you wish to add linen to your booking. Failure to pre-book may result in linen being unavailable.
HOLIDAY PROPERTY INCLUSIONS: Please be aware that all holiday properties are owned by individuals who provide amenities and furniture of their own. The standard of inclusions, amenities and furniture will vary widely in style and standard across properties. Every precaution has been taken to establish the accuracy of the information we provide on the accommodation we manage but it does not constitute any representation by the owner or agent. Our staff will describe the premises and location in good faith and to the best of their ability however it is the responsibility of the guest to ascertain the suitability of the accommodation for their own needs. Whale Coast Realty take no responsibility for misrepresentations. Claims for discounts or refunds will not be entertained for reasons of unsuitable accommodation.
TARIFFS AND PAYMENT: The tariff quoted for the property was current at the time of booking. However, these tariffs are subject to change without notice. In the event of a tariff increase, bookings confirmed by a deposit will be honoured at the tariff at the time of booking. To secure your booking, a deposit amount of 50% plus the cleaning and booking fee is required within 7 days of making a booking. Non-receipt of this fee may mean the booking will be cancelled. All bookings require the balance of the tariff to be paid a minimum of 14 days prior to your arrival. Please note for bookings arriving during the period Mid- December to End of January balances are due by 1st December. Payment methods available are via direct deposit or credit card (MasterCard/Visa only). Please note payment made via Credit card incurs a 1.5% surcharge.
Keys will not be issued to guests unless full payment has been cleared into our account.
GUEST REGISTRATION FORM: A guest registration form is to be completed as part of your booking confirmation. This form contains the details of your booking plus your credit card details. Your credit card details will be retained by this office to cover any damage or extra cleaning costs. By proceeding with this booking, you authorize Whale Coast Realty to charge your credit card for damage, breakage, extra cleaning and rubbish removal. If credit card details are not available a bank cheque or cash to the value of $250 will be requested as a security deposit.
ARRIVAL/DEPARTURE TIMES: Check-in time is 3.00pm on the day of arrival and the premises must be vacated by 10.00am on the day of departure (unless prior arrangements have been made). If the premises are not vacated by 10.00am an extra day’s tariff may be charged. If you expect to arrive after hours, please contact our office prior to your arrival to confirm your arrangements for the collection of keys / linen.
GUEST RESPONSIBILITES: Each property has a certain sleeping & living capacity. The number of occupants quoted at the time of booking must not be exceeded. Mattresses, tents, caravans or more cars than the property accommodates are not allowed. Should you exceed the accepted number of occupants for the property, our office will terminate your tenancy & require you to vacate the property immediately. Under these circumstances no refund will be given, and alternative accommodation will not be made available. No responsibility is accepted for guest’s personal property left on the premises during occupancy or after departure.
All damages, breakages or losses to the property, furniture and furnishings are to be reported and paid for by the guest immediately. Tenants should advise Whale Coast Realty of any faults or breakages discovered on arrival. If Whale Coast Realty is not advised, we will consider damages to be responsibility of the current guest and charge accordingly. Guests are requested to leave the property in a similar condition to how it was found on check-in, including the location of all furniture.
Guests are expected to not use language or engage in any behaviour that will cause offence, embarrassment, nuisance or
inconvenience to other guests, neighbours or the general public. The house is not a “party house” and such activities are strictly prohibited. No illegal activity will be tolerated. Guests and visitors must not create noise offensive to neighbours.
SMOKING: All properties are smoke-free zones. There will be an extra cleaning charge for any deodorising should guests smoke inside a property.
REPAIRS: All repairs will be carried out as soon as practicable. On public holidays, weekends and after hours it may at times be difficult to get trades people immediately. We will make every effort to minimize inconvenience, however partial refunds or discounts will not be given. In the event of a major problem rendering the property uninhabitable, we will make every effort to find alternative suitable accommodation for you. Please advise of any repairs, problems or complaints as soon as possible as we cannot fix these unless we know about them. A repairs and comments form are provided in your arrival pack and any feedback, good or bad, is appreciated.
RUBBISH: Bins are required to be put out on Sunday nights or a rubbish removal fee of $40.00 may apply. The red-top bin is for general waste and is emptied weekly. The yellow top bin is for recycling and is emptied fortnightly. Garbage should be placed in bins provided (RED – household rubbish, YELLOW – recycling only, GREEN – garden waste) and put out for collection on departure, or on SUNDAY night if your stay includes a Sunday night.
LOST KEYS - During business hours please contact the office. AFTER HOURS - Please contact the Locksmith directly on 0438 761 800. Please note you will be required to pay the locksmith at the time of his visit. Guests are responsible for the safekeeping and replacement of accommodation keys.
PETS: No pets or animals are permitted at the holiday property, unless the property is stated as PET FRIENDLY, and you have advised us you will be bringing a pet. If pets/animals are found at non-pet friendly premises the occupants will automatically be liable for the cost of fumigating the premises and the tenancy will be immediately terminated.
ADVANCE BOOKINGS: Advance bookings are accepted on behalf of the current owner. If the property is sold or is no longer available for holiday accommodation, the agent does not accept responsibility for the decisions made by the owner. In the event of advance bookings being cancelled by the owner and/or agent, a full refund will apply. Every reasonable effort will be made to offer alternative accommodation should this occur.
CANCELLATION POLICY: All cancellations or amendments to bookings must be in writing. The deposit will only be refunded when and if the property is rebooked for the entire original booking period. A $100 cancellation fee will apply to all cancellations regardless of the reason for cancellation. No refund will be given for any unused portion of a confirmed holiday booking. If a booking or tenancy has been cancelled due to a breach of our terms and conditions no refund is available and alternative accommodation will not be provided.
Whale Coast Realty nor anyone representing the company or whom it represents shall be liable for any death, loss, injury, accident or damage to personal property, misrepresentation or acts of God.
BOOKING FEE: A booking fee of $60.00 applies to all bookings and is non-refundable.
INSURANCE: Travel insurance is strongly recommended to guard against cancellation charges due to injury, illness, personal liability or other unforeseen events.
OTHER CHARGES: The cleaning fee is charged at cost in addition to your booking to ensure the continuation of the high standards of accommodation cleaning is maintained. Excess cleaning costs, such as dishwashing, BBQ cleaning and rubbish removal will otherwise apply. Bookings made via third party websites may incur further charges/ booking fees which are included in the total booking tariff. We encourage all guests to book directly with our website to ensure best pricing.
LOST PROPERTY: Any property left behind will be stored by this office for 14 days. If you require items to be mailed to you, they will be COD at your expense.
We trust you enjoy your stay!
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