- How do I make a booking?
This is very easy and once you have found the property required you can book online or by ringing our friendly team direct in the office on 02 4335 1315 .
- When I book my accommodation, do I have to pay a deposit?
Yes, a minimum deposit of 50% of the tariff plus the $55 booking fee is required as a deposit to confirm the booking (by doing so you accept all terms and conditions). Online booking payments must be made with Credit Card. Bookings made direct in our office or over the phone offer both Credit Card and Direct Deposit payment options.
- Is there a credit card fee?
Yes, payments made with Credit card will incur fee. VISA and Mastercard incur a 1.5% fee and AMEX incurs a 3% fee. We offer Direct Deposit which does not in cure a fee as an alternative payment option, however this is not available for online bookings. Please call our office and book direct to pay with Direct Deposit.
- When do I have to pay the balance of my accommodation?
In most cases, balance payments are due one month prior to your arrival or on the day of arrival when you collect your keys (please contact individual office for T&C’s). Payment on arrival may be made using Credit Card, EFTPOS or Cash. If you wish to pay your balance by Direct Deposit, payment must be made the week prior to arrival.
Please note that all Christmas and festive season bookings require final balance to be paid two months prior to arrival as per your confirmation terms and conditions.
- What time can I check into my accommodation?
Check in time is from 2pm. We will try to accommodate an earlier check in if the apartment is ready, however this cannot be guaranteed in advance. Please call our office on the day of arrival to confirm if this is possible.
- What time is check out?
Check out is strictly 10.00am. Often we have guests arriving to your accommodation on the day of your departure and require the time to clean and prepare for the next arrival. Please speak to our front desk on check in should you require a late departure and we will see if it is possible.
- Where do I collect the keys from?
Keys are collected and returned to our office. On check in any outstanding balance plus bond will be charged. We will also kindly ask for your ID.
- What if I’m arriving out of office hours?
If you intend to arrive outside of office hours, please call our office beforehand to arrange keys to be put in one of our coded key boxes.
- Weekdays9am to 6pm
- Weekend10am to 4pm
- What if I’m Checking out before your office opens?
We have a key return mail box located in the front door of the office.
- Weekdays9am to 6pm
- Weekend10am to 4pm
- What if something breaks during my stay?
Accidents happen and we appreciate if you let us know if any property is damaged/stained during your stay. Usually we will hold the bond and then obtain a quote to replace/repair the damage and then organise to have paid from the bond or your credit card. If something was damaged on your arrival, please let us know immediately and we will endeavour to have it fixed as soon as possible. We also provide a guest and maintenance form in your welcome pack and would appreciate any advice you can provide on the property.
- What should we bring with us?
Most properties require you to BYO or hire linen, unless specified otherwise. This includes sheets, pillow slips and towels. At time of booking please let us know if you would like the linen included or if you are happy to BYO your own.
Each property will be set with a welcome pack of supplies i.e. toilet paper, shampoo, dishwashing liquid, washing powder etc that will cover the initial few days of your stay. If staying longer you may need to bring additional and or purchase from local stores. No food or condiment items are left in the properties and you will need to bring them with you if you require them during your stay.
- What if we leave something behind?
Please contact the office as soon as possible and we will endeavour to locate the item and have it returned to you. It is the guest’s responsibility to organise postage or a courier to receive their belongings back at their own cost. If a housekeeper brings lost property to our office, we will contact you.
- How do I find the address for my accommodation?
Upon arrival you will be given exact address details for GPS and or we will provide a map that will show the location of the property within our welcome pack.
- Are we allowed to bring our pets?
We do offer a range of pet friendly properties. Please advise us at time of booking if you are intending to bring a pet and there may be additional information or terms and conditions we need to advise you about, depending on the property. Unfortunately, due to common allergies we do not allow cats in any of our properties.
If you bring your pet to a non-pet friendly property you will be asked to leave immediately without refund and and extra clean fee will be charged.
- Do we have to clean the property before we leave?
As stated in our terms and conditions, you need to leave the property in a clean and tidy state upon departure. This includes washing and putting away dishes you have used and taking out your rubbish, cleaning the BBQ and giving the floor a once over sweep or vacuum if you have brought sand or dirt in from outside.
- What if the house is not left clean on our departure?
Once the housekeeper enters the property, depending on how bad the property has been left, there may be an extra cleaning / rubbish removal fees deducted from your bond. Fees start at $50.00 and our office will call you and discuss the excess fees if applicable.
- What if the house is not clean on arrival?
We endeavour to check each property prior to your arrival, however should you arrive and something is not right please contact our office immediately. We can send a housekeeper promptly over as soon as possible to fix any challenges you may be having with the cleanliness of the property.
Do you have a question that is not here? Please contact us.