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Terms and Conditions

Terms & Conditions of Booking

  • We accept mature, well behaved, responsible adults or families that will not cause disturbance to our neighbours.
  • Maximum adults in each group where group is entirely adults = 2 adults x number of bedrooms up to a maximum of 8 (inter-generational family groups excepted)
  • Pets are not permitted unless permission has been granted. Where permission has been granted you will be provided with specific details noted in your booking and will be required to pay the pet fee charge. Pets are not permitted on couches or beds.
  • Maximum guests as displayed on website listing
  • A reservation can be terminated at any time if a material term or condition of this agreement is breached.
  • Please read our terms and conditions carefully. When you make a reservation with us, these conditions are deemed to have been accepted by ALL GUESTS.
  • Failure to comply with the following terms and conditions and/or relevant codes may result in a claim at NCAT, termination of the licence to occupy the property, eviction, registration on exclusion registers, and/or reviews on booking sites.
  • If you encounter any issue, before, during or after the stay please contact us immediately on (02) 4210 7260 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 the issue.

Your booking is with South Coast Holiday Homes, acting on behalf of the owner. Guests are granted a license to occupy the property for the term of the booking; this is not a Residential Tenancy Agreement under the Residential Tenancy Legislation.

South Coast Holiday homes are required to follow the short-term rental code of conduct. All guests must also adhere to the short term rental code of conduct located at: https://www.fairtrading.nsw.gov.au/__data/assets/pdf_file/0012/925788/Code-of-Conduct-for-the-Short-term-Rental-Accommodation-Industry.pdf

It is a condition of your stay that you adhere to our Terms and Conditions and leave the property promptly after completing the departure checklist that is available within the online guidebook. Guests must always abide by the local council and state planning laws and guidelines regarding short term residential accommodation.

Prior to check in you must complete the online check in which requires a copy of your driver’s license and the signing of the rental agreement. If you decline to sign the rental agreement, we reserve the right to cancel your booking.

Cancellation Policy

If booked via a third-party booking website such as Stayz, Airbnb or booking.com the cancellation policy of the third-party website will apply without exception.

If booked via the South Coast Holiday Homes website the following will apply:
Cancellation greater than 30 days from check-in date: Full refund.
Cancellation 7 days from check in date. Refund of 50%.
Cancellation 0-7 days from check in date. No refund.

No fees will be refunded in the event of cancellation after check-in.

In the event of natural disasters (re, oods, etc) we will not oer any exceptions to the cancellation policy – this includes guests not being able to access the property due to road closures. We strongly advise all guests to take out adequate travel insurance to protect themselves from the nancial impact of cancellation.

We reserve the right to cancel the booking due to unforeseen circumstances or errors. In this event a full refund will be provided.

Guests are encouraged to take out travel insurance to cover extraordinary events.

Check in
Check in is from 3.00pm. Check out is 10.00am.

NOTE: These times may be adjusted at our discretion. There will be no refund or credit should these times be adjusted after you have booked the property. We will endeavour to have the property ready for arrival, however, circumstances may sometimes cause delays therefore we cannot always guarantee that a property will be ready at the check in time. There will be no refund or credit if a property is not ready at the said time.

Unauthorised early check in or late check out will be charged at a rate of $100 per hour.

Number of guests

Each holiday property is equipped for a specic number of guests. No mattresses, tents, caravans or more cars than the property accommodates are allowed. Any extra guests (including day visitors) above those that have been booked and paid for must be approved in writing prior to the stay. We reserve the right to charge for extra guests/visitors and to decline any request.

Responsible Renter

As the responsible renter, you agree to be an occupant of the property for the entire duration of the stay. The responsible renter must be at least 18 years of age. All other occupants will be family members, friends, other responsible adults over 18 or children accompanied by a parent or legal guardian.

Guests must ensure no disturbance to neighbours during our quiet hours from 10pm to 8am. No commercial activity is to take place at the property without prior written content.

Schoolies/under 18 bookings

These are not guaranteed and require a written request and subsequent written permission from the agent. Many properties WILL NOT accept a Schoolies booking. A parent or guardian must act as guarantor for this booking and all guests and the guardian must provide photo identification and a contact number for each and every guest to be held on file. A cash security bond of $2000 is payable, as well as a valid credit card from the guarantor to act as extra security. This credit card must have another $1000 available credit during and for 14 days after the stay.

Changes to Booking

The tari is for the agreed number of guests detailed on our conrmation email. If there is a change required, please contact us in writing no less than 48 hours prior to arrival to ensure those changes are conrmed. By paying a deposit, you are reserving a specic property for specic dates. The dates and the property cannot be changed, doing so would eectively cancel the original reservation and cancellation terms will apply.

We do not oer refunds or reschedule bookings due to weather events, trac delays or natural disasters (including bushres). You are encouraged to take out travel insurance to cover such events. No refunds will be given for late arrivals, early departures, or unused days of your holiday rental property reservation.

Location

It is the guest’s responsibility to check property details, location and distance to neighbouring towns, attractions, and services carefully prior to booking. No changes or refunds will be provided due to guest failure to check full details of property location.

Issues during the stay

If you encounter an issue, please contact us on the day of arrival or day of the occurrence of the problem so that we can attempt to x the issue. We will not oer any compensation unless we have been aorded the opportunity to solve the issue. We are not responsible for xing issues or providing compensation for events beyond our control.

Payment & Bond

We reserve the right to save the guest’s credit card details securely in our systems for the purpose of processing payments or for the charging of additional fees.

You will either be required to pay a refundable Security Deposit (otherwise referred to as a “bond”) or your credit card details will be held on le.

The Security Deposit will be retained until our team has completed the checkout inspection. The deposit will be refunded no later than 7 days after check out and may take a further 5-7 days to be refunded to your chosen payment method.

If a representative of South Coast Holiday Homes attends to the property to investigate an issue that is then deemed to be caused by the guest ($110 per callout).

If a tradesperson attends the property to fix an issue that is deemed to be caused by the guest (invoice cost) as follows:

  1. Charging $500 per offence should there be a credible noise complaint by the neighbours and/or the police/security are called to the property
  2. Charging $1000 per offence if there is evidence of a party or function at the property
  3. Charging the cost to repair or replace any malicious, deliberate, or negligent damage to the property
  4. Charging the cost to steam clean carpets, furnishings, linens etc if pets are at a non-pet friendly property, pets have been allowed on furniture or in/on beds, or there is evidence of smoking inside the property
  5. Charging applicable surcharges if pets are at a property without prior consent
  6. Charging $50 for BBQ’s not cleaned thoroughly by the guest prior to departure
  7. Charging the cost to remove excess rubbish and/or if the bins were not put out on the bin night, including departure day
  8. Charging any pay per view program that has not been paid for by the guest in advance

We will only charge the guests card in accordance with our terms and conditions and any applicable Australian Laws. All charges will be subject to a service fee and an administration fee.

Damage & Extra Fees

Our team thoroughly inspects each home and inventories its contents between each guest. You become nancially responsible for any and all damage and loss to the property and its contents from the date and time you check in, to the date and time you check out. To avoid erroneous blame, you are required to immediately notify our team of any damage when you arrive at the property.

If you cause damage to the property, furniture, or furnishings, this must be reported to us immediately.

We also reserve the right to charge additional fees at our discretion due to:

  • Damage caused by guests (whether accidental or not) – at cost
  • Number of beds used exceeding the number of guests booked ($40 per additional guest)
  • Additional guests not disclosed in booking (full loss of bond)
  • Replacement of lost keys – at cost
  • Attending the property due to an issue caused by the guest or guest’s failure to read instructions in guidebook ($50ph)
  • Noise complaints from neighbours due to excessive noise or barking dogs ($300 per incident)
  • Evidence of party, non-disclosed function ($1,000 per day)
  • Breach of rental capacity ($1,000)
  • Fire lit in garden during re ban (repit or otherwise) – $1000
  • Steam cleaning due to pet hair, smoke or other – at cost
  • BBQ not cleaned – $50
  • Removal of dog faeces – $50
  • Removal of excess rubbish – $50ph
  • Excess cleaning – $50ph
  • Bins not put out – $50

Keys

A service fee of $110 applies if a set of duplicate keys are required by a guest. If we are unable to provide a key for any reason, then the guest will need to engage the services of a qualified locksmith to gain access. The locksmith’s invoice must be paid directly to the locksmith at that time by the guest. Guests must not break into or attempt to break into premises when locked out. Keys should be returned as per instructions provided. 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 $110).

Rubbish

If bins have less than 30% capacity on arrival you must notify us.

You must take any excess rubbish that does not t in the provided bins when you leave.
If it is bin night during your stay, please put the bins out on the kerb as per instructions in guest guidebook.

Children & Pets

Your pet is most welcome, but only at our ‘pet friendly’ properties. If evidence of a pet is discovered at a non-pet friendly property you will be charged for steam cleaning of carpets, furniture and/or mess left by the pet/s in addition to forfeiting the full bond.

The following pet rules must be abided by during your stay:

  • Any dog faeces must be wrapped and placed in outside general waste bin
  • Pet bedding and bowls must be supplied by the guest
  • No pets are allowed in/on beds, couches, or soft furnishings
  • Number of pets must not exceed the advertised approved number (if applicable)

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

Children under the age of 5 years should not sleep on the top bed of a bunk.

Smoking

Smoking is not permitted inside any of our properties or on decks, verandas or patios. If you need to smoke, please do so away from the property to ensure that the smoke does not enter. 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.

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 that they hold appropriate Public Liability insurance. The owner, South Coast Holiday Homes and the housekeepers will not take any responsibility for any issues arising where a third party has been involved.

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 return it by providing South Coast Holiday Homes with a suitable prepaid satchel for its return by Australia Post or by collecting the item from one of our offices. We reserve the right to charge a $25 fee 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. The agent/owner cannot be held responsible for forces of nature which result in damages or loss to guest property.

Noise

Quiet hours are 10pm to 8 am Mon to Fri & 11pm to 9am Sat & Sunday.

We have a strict ‘no party’ policy. If there is evidence of a party, function or event you will be asked to vacate the property immediately and there will be a charge of $1000 made.

A fee of $300 will be charged for any noise disruption to neighbours. 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, excessive barking of dogs or any other sounds aecting other residents that is audible outside the boundaries of the property. In the event of noise disruption, we will contact you to notify you of the complaint.

Parking

Please park on the premises where feasible. No parking on grass lawns is permitted. If parking on roads outside the property guests must take care not to cause inconvenience to neighbours.

Recreational Activities

Under no circumstances are the following activities permitted at any of our properties: motorbikes, dirt bikes, quad bikes, use of rearms or air ries, reworks. Use of these items on the premises will result in loss of bond.

Security

To prevent theft of or damage to furnishings or your personal property, you agree to close and lock doors and windows when you are not present at the property and at check out. Should you not be able to secure the property you should contact us immediately. If the property has a key safe, you must store keys within it during your stay when the property is vacant.

Criminal Activity

Use of the property for any criminal activity is of course prohibited and may result in nes or prosecutions. This prohibition extends to 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.

Lost property

If personal property is left behind, it is the guest’s responsibility to arrange its return by providing South Coast Holiday Homes with a suitable prepaid satchel. We reserve the right to charge a $25 fee to collect lost property. If not claimed within 30 days, it will be disposed of.

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 in advance. South Coast Holiday Homes and owner will not be responsible should any program be delayed, cancelled or the quality/performance of the internet or Wi-Fi service.

Substitution of property

We reserve the right to oer guests alternate accommodation of a similar standard, as available, at our discretion if the booked property is not available. In the unlikely event, we will notify you as soon as possible and make every reasonable eort to ensure you are satised. We cannot guarantee accommodation and, should an alternative not be found, you will be refunded.

Price Changes

If a property undergoes major renovation between the time the booking is made, and deposit paid and the dates of the stay, accommodation rates may be subject to an increase. Should this occur, you will be notified and given the opportunity to pay the difference in the tariff, we may also be able to find alternative accommodation within your budget. If this is not a satisfactory outcome for you a full refund will be processed, and you agree to accept this as final resolution.

Wildlife

Our properties are maintained and cleaned regularly, however, wildlife is common in country and coastal areas. South Coast Holiday Homes and/or the owner do not accept liability for the unfortunate or seasonal visits of any wildlife including, but not limited to rodents, insects, cockroaches, kangaroos, wombats, snakes and spiders.

Access

South Coast Holiday Homes, its representatives or contractors reserve the right to enter our properties at any time, without notice if required. Where possible we will provide notice to guests.

Equipment

South Coast Holiday Homes and/or the owner do not accept liability or loss caused by failure or unavailability 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 should notify our team in the rst instance. Any problems that arise during the rental period that do not constitute an emergency as determined by South Coast Holiday Homes, will be remedied at any time during or after the rental period. No compensation will be provided for loss of equipment of services outside of our control.

Internet in regional areas can be inconsistent and uninterrupted supply is not guaranteed. In the event of issues guests are responsible for following the troubleshooting instructions in the hostfully guide prior to contacting us. If sta attend the property and nd that the Wi-Fi issue is due to guest error then a call out fee of $50ph will apply.

Limited Liability

To the maximum extent permitted by law, in no case shall South Coast Holiday Homes, nor its aliates, ocers, directors, employees, agents or 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 South Coast Holiday Homes has been advised of the possibility of such.

Indemnity

South Coast Holiday Homes and/or the owner do not accept liability for any personal loss or injury to the guest/s during the rental period, including that caused by events beyond our control. Events may include, but are not limited to; adverse weather, re, ood, trac or ight delays, war, terrorist activity, civil disobedience, or other force majeure and no refund or credit will be oered under these circumstances.

Claims

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.

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 South Coast Holiday Homes 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 and any issue caused by the guest. We reserve the right to attend the NSW Civil and Administrative Tribunal or the equivalent in other states to recover these costs, and any costs not able to be processed to the credit card on file.

Video Surveillance

In order to protect guests and properties from unauthorised access some properties have video cameras installed at external entrances. Video cameras are not permitted in other areas of properties. By booking with us you consent to being recorded. Footage may be held for up to 28 days after which it will be deleted.

Coronavirus or Other Infectious Diseases

If you are currently ill with Coronavirus (or any other infectious disease) or you have been exposed to coronavirus and are required to self-isolate or suspect you may have coronavirus, you are not permitted to stay at our properties. If you need to cancel your reservation the cancellation policy of the booking website will apply.

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, your name, phone number, home address and email address, as well as details of the breach/es may be registered with any ‘bad guest’ registers. Traveller feedback may also be entered onto the applicable online portals. South Coast Holiday Homes 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.