FAQs

How Do I Find Accommodation?

Once you are in our web site just navigate via the search tool bar that shows, LOCATION, CHECK IN DATE, CHECK OUT DATE and then PRESS SEARCH. This will then list all properties available and then just click on your preferred Property for all details and you can book online or by ringing our friendly team in the office.

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 in the office on (02) 6685 1206.

When I book my accommodation, do I have to pay a deposit?

Yes a minimum deposit of 50% (some properties are more and shown on the web site) of the tariff plus any fee’s (booking etc) is required as a deposit to confirm the booking (by doing so you accept all terms and conditions) and is payable when making the booking. Payments can be made direct with the office or direct deposit and or credit card (bank fee applies) or online.

When do I have to pay the balance of my accommodation?

Balance of all outstanding monies is one (1) month prior to your arrival (exception is if a late booking etc, please refer to our terms and conditions) Payment may be made by EFTPOS, MasterCard, Visa, direct deposit into our trust account or through booking online. There is a bank 1% Fee on all credit or debit card transactions. If you wish to pay your balance by internet banking please contact our office to have the details emailed to you.

What time can I check into my accommodation?

Check in time is from 11am. We will try to accommodate an earlier check in if the apartment is ready but not before 9.30am on the day.

What if I arrive earlier, can I check in early?

In most instances your accommodation has only been vacated the morning of the day you are arriving. Please speak to our friendly hospitality team prior to your check in time to see if an earlier arrival is possible.

What time is check out?

Check out is strictly 9.00am. Often we have guests arriving to your accommodation on the day of your departure and require the time to clean the accommodation. Please speak to our hospitality team as early as possible should you require a late departure and we will see if it is possible, charges may apply depending on what time you require. We are always happy to assist where possible

Where do I collect the keys from?

Office, 17 Fingal Street, Brunswick Heads: Keys are collected and returned to our office. They will be issued if the booking and bond are paid in full prior to arrival.

What if I’m arriving out of office hours?

Our office hours are Mon – Fri 9:00am-5.00pm, Sat 9:00am-12.00pm (closed Sunday and Public Holidays). If you intend to arrive outside these hours please call our office beforehand to arrange keys to be put in our key box (KEYS WILL ONLY BE MADE AVAILABLE IF THE BOOKING IS PAID FOR IN FULL). If you do arrive after hours and missed calling the office our after hour number will be found on the office door.

What if I’m departing before your office opens?

We have a key return mail box located in the front door of the office.

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 or you can send a cheque or direct deposit to our account. If something was damaged on your arrival, please let us know immediately and we will endeavour to have it fixed as soon as possible.

What should we bring with us?

Depending on the property, you will need to bring all linen/towels, pillow slips, bath towel, bath mat, hand towel, tea towel etc. Alternatively, you can hire these locally.

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 placed in our office storage. 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, it will be stored for 1 week. If it is not claimed within this time frame, the items will be disposed of appropriately.

How do I rebook this property for next year, i.e. Christmas and or School holidays etc?

With the high demand of these periods (Easter, Christmas and School Holidays etc) we would appreciate if you could make your rebooking during your present stay and confirm with the required holding deposit. Our team can provide what dates the property is available and if there are any changes to the tariffs.

Are pets allowed inside pet friendly properties?

All of our Pet Friendly properties are generally no pets inside but this can be checked on the site or ask our office team. Guests need to check with our office which properties do allow this and we would ask you to understand other people will be coming in after you, they may have a pet allergy and they could fall ill or worse due to a pet allergy. This is something we take very seriously. If a property is found to have had a pet inside, a fee and extra clean will be charged. If you do 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 would include a stripping of your bed if you have hired linen and place in the red laundry bag within the bathroom area, washing and putting away dishes you have used and taking out your rubbish in the appropriate bin (Red – rubbish, Yellow – recycle, Green – green waste) and putting the garbage bin out as per the garbage schedule found on the fridge if staying during that period. Also to leave the BBQ as you found it – clean) and maybe giving the floor a once over sweep or vacuum if available.

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 fee starting at $50.00 and report given to our office. An extra cleaning fee of $50.00 may also apply to the BBQ if it is not left clean on departure.

What if the house is not clean on arrival?

Please contact our office immediately (after hours numbers is in the welcome pack and on our voice mail). 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. No complaints seeking compensation will be accepted after the first day of your booking.

Are We Allowed to Have Extra Guests Stay for a Night or Two?

The number of people in a property is strictly limited to number is advertised on the property descriptions for each property individually. No tents are to be erected on the property and no caravans or campervans are to be parked on the property and or connected to the property’s electricity. This will be considered a breach of your booking agreement.