Guest FAQ's
We’re here to make your stay as comfortable and enjoyable as possible. Below, you’ll find answers to some of the most common questions our guests ask.
Booking and Payments
We are proudly a locally owned and operated company. Our team are based here in Australia. When you book one of our homes, you are supporting a local business.
Yes, a 50% deposit of the total booking amount is required within 24 hours to secure your booking.
The final payment is due 30 days prior to your check-in date. This payment will be automatically withdrawn from the card used to pay your 50% deposit.
Bonds are authorised 7 days prior to arrival and released 7 days after checking out.
*Please note: The authorised amount may show as a pending charge and typically remains for a few days before being released back into your account balance. This process generally takes 3-5 business days. It does not appear as a refund; the line item will simply disappear from your statement.
Check-In and Check-Out
Each property has its own lockbox or door pad for easy self-check-in. Your lockbox or door pad code will be automatically sent 7 days prior to your check-in date to the email address provided at time of booking.
Please contact our office a couple of days before your check-in date. We will always try to accommodate early check-ins and late check-outs, when possible, but they are subject to last-minute bookings.
Please contact our office at (02) 5606 3767. Our office is open from 8:30 am to 4:30 pm. Out of office hour calls will be transferred to our after-hours Australian based team, available 24/7 to assist you with any concerns.
During Your Stay
Yes, our holiday homes are provisioned with commercial-grade linen and towelling.
Yes, we provide pool towels for the max number of guests the property sleeps.
Yes, we provide a starter pack of eco-friendly, socially responsible and/or locally sourced sundries consisting of 2 double rolls toilet paper (equivalent to 4 rolls) per bathroom, 1 set of amenities per bathroom (shampoo, conditioner, body lotion and soap), salt, pepper, olive oil, coffee, tea, cling wrap, foil, baking paper, cleaning supplies, and laundry supplies.
We offer a range of pet-friendly properties. Please refer to the ‘Pet Friendly’ tab under ‘Holidays’ at the top of our website to see our range or contact our office. To maintain the highest standards, we ask that pets are not allowed on furniture. Please note, a pet fee of $110 per pet applies.
Before Departure
Prior to departure we require a quick tidy consisting of the following:
- Empty fridge and freezer
- Dispose of rubbish into the correct wheelie bins
- Wash, dry and put away all dishes
- Ensure furniture is in same position as you found it
- Clean BBQ (if applicable)
- Lock all doors and windows
Bond charges may apply if the above is not carried out.
Lost Property
Please contact the office as soon as possible, and we will endeavour to locate the item and have it returned to you. It is your responsibility to organise postage or send a courier to receive your belongings at your own cost.
