Let’s stay on the same page. Get familiar with the nitty gritty details of short-term property rentals for guests.
Deposit policy
All deposits must be paid in ADVANCE and in FULL prior to arrival date. Our deposits are taken periodically based on how far in advance you are making your booking, so you should expect to see multiple transactions charged to your card. Please refer to two deposit options below as to how these deposits are charged.
DEPOSIT OPTION 1 (For bookings made more than 14+ days in advance of arrival date) 50% DEPOSIT of the total tariff booking will be due 30 days prior to arrival, and the total remaining 50% BALANCE is due 14 days prior to occupancy OR (For Studio apartments ONLY) 20% DEPOSIT due 14 days prior to arrival and balance payment due 5 days before arrival.
DEPOSIT OPTION 2 (For bookings made less than 14 days in advance of arrival day) 100% deposit is payable at time of booking.Note: our properties require an additional credit card pre-authorisation amount to be held as a bond during your stay, and this card information must be supplied at the time of balance payment.
Cancellation policy
Bookings cancelled at least 31 days before the start of stay will receive 100% refund, less 3% admin fee*
Bookings cancelled at least 14 days before the start of stay will receive a 50% refund of the accommodation total, plus the full cleaning fee will be refunded.
Bookings cancelled within 14 days prior to arrival, or in the event of a no show, will be refunded the cleaning fee only.
*admin fees cover the third party non-refundable credit card fees incurred on each processed deposit transaction and administration time.
ID Policy
To ensure a safe and secure stay, guests are required to complete our identity verification process before receiving their check-in details.
This may include providing government-issued identification, confirming contact information, completing facial recognition verification and, where required, providing payment card details or completing additional screening.
Guests may also be required to sign a rental agreement acknowledging our booking terms and conditions.
Check-in instructions will only be provided once all required verification steps have been successfully completed.
For further information about how we collect, use and protect personal information, including identification and biometric data, please refer to our Privacy Policy.
Other things to note
Prices quoted are for the period between arrival and departure dates and for the number of persons as indicated. Changes to the ratio of adults/children may alter the tariff.
The Goods and Services Tax (GST) is not applicable on the property listings and is therefore not included in the accommodation pricing.
With the exception of reasonable departure cleaning covered in our cleaning fees, the guest agrees they are liable to be charged for any excessive cleaning/rubbish removal (if required) or for any damage incurred during their stay.
We take our guest security seriously, and therefore any keys that are not returned on departure will result in our staff being called out to replace keys and lock/s. Any keys not returned at the time of departure will incur a fee of up to $500 for both the loss of the keys and changes to the lock/s.
If a guest locks themselves out, wherever possible, we will provide a back up access option if there is one available. However, for lockouts or lost keys resulting in a locksmith being called, the guest is responsible for this charge. We will not reimburse guests for accidental lockouts of this nature, unless the lock or key supplied was faulty.