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FAQ

Please ensure that you read our Terms and Conditions

If you have a question not answered below, please contact us here.

What Time is Check In and Check Out?

Check in time is 2pm and check out time is 10am. You will be personally greeted upon your arrival and given a tour of the property and its facilities.

Please Note

Please be wary of fraudulent operators in the industry.

This property only accepts payments into our Australian Dollar Trust Account.

It is extremely rare that an Australian property will require payment into an overseas account.

Be wary of any request to pay to “Barclays Bank” or to pay via “BPAY.”

Please report any such requests to the support email on this website or to owner/manager directly.

How Do I Secure My Booking?

Simply email or call our property manager advising us you would like to book a property. A 30% deposit will be due upon confirmation of your booking and our standard booking form will be emailed to you for completion. Once both of these have been received your booking will be confirmed. Final payment will be due 45 days prior to your stay.

How Do I Make A Payment?

Payments for Australian residents can be made by internet transfer to our Trust Account or by credit card. Our preferred method of payment for overseas guests is by Credit Card only. We accept Visa or Mastercard but please note that there is a 2% surcharge for all credit card payments.

What is the Security Bond for?

A credit card pre-authorisation of $1000.00 will be transacted on your behalf two days prior to your arrival. This is to cover any possible damage/loss to the property or it’s contents. If everything is in order, the BBQ has been cleaned and the home is left in a clean and tidy state upon your departure it will be returned to your card a few days after your departure.

Can we have a party or hold a function?

In accordance with Gold Coast City Council, Stayz and Holiday Rental Group Code of Conduct, our properties have a strict NO PARTY and NO COMMERCIAL FUNCTIONS policy.

Hosting parties including Hens or Bucks, holding functions or having adult entertainment on the premises is strictly prohibited and will result in eviction.

What do I need to bring?

All linen, towels, tea towels etc are provided and we also provide you with six beach towels for your use during your stay. We also supply you with basic starting items such as toilet paper, dishwashing detergent, soap etc intended to last for the first day or so. You will then need to purchase whatever else you may need for the remainder of your stay. You may like to use Coles Online to have them delivered to you but please remember to schedule this for after your arrival.

Are the Properties Child Friendly?

Yes we cater predominately to families with children. All of our homes are child safe and equiped with a high chair, porta-cot, pram and stair barrier (where possible) available for your use at no additional cost to you. Additional porta cots with sheets can be supplied at an additional cost.

What is the Cleaning/Linen Fee for?

Included in your tariff is a cleaning and linen fee which is required to leave the property exactly as you found it after your stay and ready for the next guests.

We do not service the home while you are there unless this has been arranged as part of your stay, however the property may be accessed during your stay by our maintenance staff to service the swimming pool, lawns or garbage bins.

 

What do we have to do before checking out?

Food is to be removed and all dishes, pots and pans etc that you have used must be washed, dried and put away where you found them. Wipe out the fridge and microwave. Clean off stove top and any baked on food on the oven racks and door. Empty the dishwasher. Put all garbage in the correct council bin (Yellow recycle or Green general). Ensure that all furniture is returned to the original position.

Laundry is done by the cleaners so leave all linen on the beds and used/wet towels in the bathroom.

The BBQ must be cleaned properly. Remove grill plates and scrub off with wire brush provided and wash with hot soapy water in laundry sink. Clean BBQ frame by wiping away any grease.

Cancellation Policy

We strongly recommend that you take out Travel Insurance to cover you for this event. If you cancel your booking, a refund will only be made to you by us when another booking has been taken in its place for the same dates and tariff as your booking less a $400.00 cancellation fee. Refunds are not given for cancellations within 45 days.