Please read these terms and conditions carefully. When you make a reservation, these conditions are deemed to have been accepted by ALL GUESTS.

You have booked with Holiday Rentals Australia Pty Ltd. Guests are granted a license to occupy the property for the booking dates only, this is not a Residential Tenancy Agreement under the Residential Tenancy Legislation.

Failure to comply with these terms and conditions and/or relevant codes may result in termination of the licence to occupy the property, eviction, registration on exclusion registers, and/or reviews on booking sites.

Fundamentally, we’re good, hard-working people who genuinely want guests to have the best possible stay within the boundaries of what we can control. We believe in good, friendly customer service, taking care of people, trying to get things right. We apologise if some things aren’t perfect but in those instances we’re keen to work with guests to get to a resolution everyone is happy with and we appreciate your patient during that process.

Summary

1.       The property must not be used by more than the number of guests booked and paid for on your reservation, either visiting or staying at the property, without written approval.

2.       In NSW, all guests must abide by the NSW Short Term Rental Code of Conduct, and are required to ensure noise levels are kept to a minimum from 10pm until 8am the next morning.

3.       Pets are not permitted on the premises under any circumstances.

4.       Smoking is not permitted anywhere inside a property, nor on the balcony. Many buildings have strict regulations about smoke drifting from other properties and any fines received will be passed onto guests. If you wish to smoke it is safest to go outside of the building to street level.

5.       No commercial activity is to take place at the property.

6.       Tents, caravans and other structures are not to be erected or occupied at the property at any time including inflatable pools.

7.       Guest Cancellation Policy – Initial deposits are only refundable if cancelled with more than 14 days before arrival. Cancellations within 14 days of the stay are completely non-refundable.

8.       The responsible renter must be at least 21 years of age. Guests under 21 years of age are welcome but must be accompanied by a parent or guardian.

9.     If you need clarification of any term or condition or have any issue, before or during your stay please contact us immediately on 0435768515 so that we can attempt to correct the issue promptly. Compensation will not be considered unless we have been informed during the stay and allowed the opportunity to remedy. We will do our best to provide attention for any issue but cannot guarantee a fix.

Registration/ Check in/Check out

Guest registration is required for all bookings. A registration form will be emailed to you 3-5 days before arrival for completion. We will also require a copy of the bookers Passport of Driving Licence to be sent to us by email at [email protected]

2.       Check in is either 2pm or 3pm, depending on the property. Check out is 10am.

3.      Further, we cannot guarantee that a property will be ready at the said check in time. We will endeavour to have the property ready; however, unforeseen circumstanc­es can result in delays. In the case of a delay you will be notified on the day and we will try in to assist with your arrival. No compensation will be available.

4.      We may be able to offer an early check in or late check out, however this may incur an additional charge. We cannot always guarantee that the property will be accessible at the agreed time, if we are unable to honour the early check in or late check out due to an unforeseen circumstance, a full refund of the fees charged above the tariff will be reimbursed.

5.       Unauthorised early check in or late check out will be charged at a minimum of $50 per hour.

Changes to Booking

The tariff is for the agreed number of guests detailed on our confirmation email. If there is a change or discrepancy, you must contact us to make chang­es and ensure that changes are documented. If the property has an extra guest charge above a certain number, you will be required to pay the additional fee.

2.      Paying a deposit reserves a specific property for specific dates. The dates and the property cannot be changed by the guest, and we cannot transfer bookings between properties, doing so would effectively cancel the original reservation and cancellation terms will apply.

3.       No refunds are provided for late arrivals, early departures or unused days of your reservation.

4.      Subject to the property being advertised as being available with multiple bed configurations, it is the guest’s responsibility to advise our team at least 3 days before the stay if the bed configuration is to be different from the standard configuration (splittable beds are made as king beds as standard) or the sofa bed is planned to be used. If this information is not received within 3 days before this service cannot be guaranteed. Standard occupancy for sofa bed properties is always considered to be 2 people sharing the main bed only.

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Guest Information & Obligations

It is a condition of your stay that you adhere to our Terms and Conditions if staying in NSW, the NSW Short Term Rental Code of Conduct, and that you leave the property promptly after completing the departure checklist. Guests must always abide by the local council and state planning laws and guidelines regarding short-term residen­tial accommodation.

2.      As the responsible renter, you agree to be an occupant of the property for the entire duration of the stay, or act as a guarantor (not staying) in the case of booking on behalf of someone else. All other occupants will be family members, friends, and other responsible adults over 21, or accompanied by a parent or legal guardian.

3.      Keys are generally provided on a per-bedroom basis. For example, a one-bedroom apartment will come with one set of keys, a two-bedroom apartment two sets and so on. We cannot guarantee we can provide additional sets of keys on demand. Should the keys not be returned, the guest will be liable for any charge incurred in gaining entry and/or replacing keys and changing locks if necessary, plus a processing fee (with a minimum charge of $150).

4.      Cleaning is included in the full tariff, however, if excessive cleaning is required over and above what is considered by us to be a standard clean, the guest will be charged at cost. Considered guests who make an effort to leave the place neat and tidy on departure are rarely charged. Guests who leave all their rubbish, rubbish around the property and a sink full of dirty dishes will most likely incur an extra charge.

5.      A $50 cleaning fee will be charged for unclean BBQs. Guests can decide to clean the BBQ to avoid the charge. If the BBQ is not cleaned to a high standard the credit card will be charged $50.

6.      All damages, breakages or losses to the property, furniture and furnishing are to be reported immediately. Should you discover a fault or breakage when you arrive, you must contact us to ensure we are aware.

7.      No responsibility will be taken for children staying at or visiting the property. Please supervise carefully, always taking into consideration fencing, pools, dams, stairs, verandahs, balconies and cleaning chemicals.

8.      Should a tradesperson or a representative from our team be called to the property and the issue is deemed to be caused by a guest, equipment owned by a guest, or because a guest has not followed instructions provided at the property or via phone, the guest will be responsible for payment of the invoice for the tradesperson and the call out fee of $110.00 at the time of the callout.

9.      Smoking is not permitted inside any of our properties. If you need to smoke, you must do so away from the property to ensure that the smoke does not enter the property. If evidence of smoking inside the property is detected, you will be charged for steam cleaning of carpets and furniture, laundering of all soft furnishings and linens, plus replacement of linen where necessary. Many rural properties do not allow smoking at all due to bushfire risk. It is the guest’s responsibility to understand this prior to booking.

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Third party services

Should you engage the services of a third party during your stay such as a caterer, beautician, massage therapist etc., it is your responsibility to ensure that they adhere to these Terms and Conditions and hold appropriate Public Liability Insurance. The owner, Holiday Rentals Australia and the housekeepers will not take any responsibility for any issues arising where a third party has been involved.

Number of guests

Each holiday property is equipped for a specific number of guests. No mattresses, tents, caravans or more cars than the property accommodates are allowed. It is against Health Department Regulations for more persons to occupy a property than there are beds to accommodate them. The guest lim­its apply for the duration of the booking. Any extra guests (this includes day visitors) above those that have been booked and paid for must be approved in writing prior to the stay. The owner has the right to charge for extra guests/visitors and/or to decline any request. Any unapproved excess guests/visitors may result in a party/function/extra guests fine of $1000, registration with industry exclusion registers, and/or traveller reviews on booking sites.

Noise

If you or any other guest receives a warning regarding excess noise or excess guests, you may be asked to leave the property IMMEDIATELY with no mon­etary refund. Noise audible outside the property is prohibited between 10pm and 8am the next morning. In addition, if our staff, security guards or the po­lice are called to the property to deal with noise complaints or excess guests, or if we receive complaint/s from the neighbours during or after your stay, a fee of $500 per offence will be charged. Noise disruption for these purposes includes loud behaviour of any type that disrupts the peace and quiet of oth­ers; intrusive or abusive language; loud music or any other sounds affecting other residents that is audible outside the boundaries of the property.

Good neighbour policy

The property is a privately-owned home, and we enforce a ‘Good Neighbour Policy’. Please treat the property with the same care you would use with your own residence and leave it in the same condition it was in when you arrived. All occupants of the property agree to conduct themselves throughout the stay in a manner that is respectful of and not disruptive to neighbours, traffic flow, or the community and that will not prompt complaints to Holiday Rentals Australia from the police, local council, neighbours, or neighbourhood. You and other occupants agree to abide by all applicable parking restrictions and limitations.

Security

To prevent theft of or damage to furnishings or your personal belongings, you agree to close and lock doors and windows when you are not present at the property and upon check out. Should you not be able to secure the property you must contact us on the number provided to you, immediately. The property is secure when locked appropriately, neither we nor the owner will not take responsibility for any loss of guest belongings during or after your stay

Criminal Activity

Use of the property for any criminal activity is prohibited and may result in fines or prosecutions. This prohibition extends to the use of the property’s internet service, if any, for criminal activity. We will cooperate with any inves­tigation of alleged criminal activity at the property during the stay.

Guest property

Guests are solely responsible for their belongings whilst staying at the property and are required to take the usual steps to prevent any property loss, including locking premises and vehicles when not attended. If personal property is left behind, it is the guest’s responsibility to pay for its return by Australia Post or by collecting the item from our offices. We reserve the right to charge a $25 fee on top of postage to collect lost property. If not claimed within 30 days, unclaimed items will be donated to charity. Guests must be responsible for their own property. Holiday Rentals Australia and the owner cannot be held responsible for forces of nature which result in damages or loss to guest property.

Internet & Pay for View

When a property has Wi-Fi, Netflix, Foxtel or other streaming services which offer pay per purchase programs, any purchase must be paid for by the guest

 Claims

1.      If there is a claim taken from a held security deposit, or a charge made to the saved credit card, the agent will charge an administration fee of $99, to cover our costs to investigate and process the claim.

2.      Claims may include, but are not limited to, charges for: excess cleaning fee; damage or breakages; excess garbage removal; damage or issues caused by pets; pets at non-pet friendly properties; smoking inside the property; attendance by tradespeople or our representatives; noise complaints; BBQ’s left unclean; overstays at the property; guests in excess of those booked and paid for; police or security guard call outs; registration on/or reporting to exclusion registers; or any issue caused by the guest. We reserve the right to attend NCAT or the equivalent in other states to recover these costs, and any costs not able to be processed to the credit card on file.

Other Terms

We have taken great care to describe your holiday accommodation to you as accurately as possible. We cannot, accept responsibility for incorrect descrip­tions, errors or omissions, or changes made by the property owner without notifying us.

Substitution of property and price changes

At times, situations arise over which we have no control such as ownership changes, extensive repairs or maintenance, or if properties are removed from the holiday rental market. We reserve the right to offer guests alternate accommodation of a similar standard, as available, at our discretion. In this unlikely event, we will notify you as soon as possible and make every reason­able effort to ensure you are satisfied. We cannot guarantee accommodation and, should an alternative not be found by our team, you will be refunded in full, and you agree to accept this as final resolution.

 Wildlife

Our properties are maintained and cleaned regularly, however, wildlife is common in Australia. Holiday Rentals Australia and/or the owner do not accept liability, nor will any compensation be offered for the unfortunate or seasonal visits of any wildlife including, but not limited to, rodents, insects, cockroaches, kangaroos, wombats, snakes, etc.

Attendance at Property

Holiday Rentals Australia and/or its representatives reserve the right to enter the property at any time, without notice, to protect and/or undertake maintenance of the property. We will provide notice to the guests wherever possible and it is always our aim to do so when guests are reachable.

Equipment

Holiday Rentals Australia and/or the owner do not accept liability or loss caused by failure of equipment and/or services out of our control, including, but not limited to, water, electricity, gas and internet. In the event of a failure, the guest must notify our team, or the host on the number provided to you, in the first instance. Any problems that arise during the rental period that do not consti­tute an emergency as determined by Holiday Rentals Australia or the owner, will be remedied at any time during or after the rental period, at the sole discretion of us or the owner. No refund, compensation or guarantees are given.

Limited Liability

To the maximum extent permitted by law, in no case shall Holiday Rentals Australia, nor its affiliates, officers, directors, employees, agents or property own­ers be liable for any indirect, incidental, consequential, special or exemplary damages or for any damages for death, personal or bodily injury, emotional distress or damage to property, arising out of or in connection with your stay. This limitation applies to all claims for damages including negligence even if Holiday Rentals Australia or the owner has been advised of the possibility of such.

Indemnity

Holiday Rentals Australia and/or the property owner do not accept liability for any loss, before, during or after a booking relating to events out of our control such as delays whilst the guest is travelling to the property, flight delays, weather events during the stay etc and no refund will be offered under these circumstances, you will agree to accept this as final resolution.

Code of Conduct/Bad Books Register/Traveller Feedback

By making this booking you hereby agree that if you or any occupant covered by this booking breaches our terms and conditions or any of the terms in the NSW Fair Trading Code of Conduct, your name, phone number, home ad­dress and email address, as well as those of any guest staying with you along with details of the breach/es may be registered with any industry exclusion register and on the NSW Fair Trading code of conduct registers and shared with other members of the short term rental industry. Traveller feedback may also be entered onto the applicable online portals. We reserve the right to refuse or cancel a booking where a guest is registered on these sites or has received negative feedback from other booking sites or travel agents.