BOOKING TERMS AND CONDITIONS FOR PRESTIGE HOLIDAY HOMES
Note: Variances can be agreed on but only by arrangement with the owner in writing.
A deposit of 50% which is non-refundable is required to secure the booking. Payment of the accommodation deposit constitutes the clients acceptance of these Terms and Conditions.
Balance of the accommodation amount & bond must be received in full 14 days prior to occupancy. If not, the agent has the right to cancel the booking and attempt to re-let the property.
If paying by direct deposit please allow sufficient time for the bank transfer, which can take 2-3 working days – a remittance notice will need to be provided.
Deposit Payment Methods:
- Visa / MasterCard - 1.5% credit card surcharge.
(All payments made by credit card (including the Bond), will incur this fee and the fee surcharge will not be refunded)
NB: Credit Cards WILL be charged for the Bond and not just held as security – if you do not wish for this to occur, the bond needs to be direct deposited into our Trust Account.
- or Direct Deposit into the Prestige Trust Account;
(If paying by Direct Deposit please reference the deposit with your booking name)
NB: If making an international bank transfer – all bank fees are payable by the guest (for transfers to and from the Prestige Holiday Homes Trust Account). Please check with your bank regarding fees prior to making international transfers.
All amount are in Australian dollars AUD.
If you are making a booking which is less than 14 days before the check in date - payment of the accommodation and bond must be paid in full by credit card.
We will require your full name, address and contact mobile for the booking and the number of guests travelling with you including any children/babies.
We also require notice in writing of any additional guests that may be visiting the house during your stay (other than the original guests indicated). Failure to do so may result in loss of the bond.
An agreed bond (depending on property) is payable at the same time as the balance amount. The bond will be refunded within 3 working days in full, subject to the terms and conditions being met.
The bond is designed to cover any additional costs incurred, including but not limited to, any breakages, damage or excess cleaning requirements, extra guests and beyond those declared.
Cancellation if caused by the client; money paid is not refundable unless the house is re-let for the entire period. If a refund is made due to the property being re-let then a $250 cancellation fee will still apply. We highly recommend that you invest in travel insurance in the event that you are not able to make your planned trip.
All changes, cancellations or shortening of your stay must be in writing; shortening of your stay or changes in dates will be covered by the same conditions as cancelling a booking.
Cancellation caused by the owner; we the agent, are authorised to take bookings 12 month is advance, the owners will make every effort to ensure the property is available as booked.
However the owners reserve the right to make alterations to bookings due to unforeseen circumstances. These may include but is not limited to; change of circumstances, damage to property, sale of the property, change of management.
In the event that your booking is cancelled or changed by the owner we will notify you as soon as possible. We will, where possible, offer you properties of a similar standard or a full refund. The owner/agent will not be responsible for any financial loss incurred by you as a consequence of the cancellation. If the alternative accommodation is not satisfactory a full refund will be offered and accepted as a satisfactory solution.
HOUSE RULES & OCCUPANCY TERMS AND CONDITONS
The owner/agent will not give financial compensation to guests, for any equipment failure or electrical appliance failure such as air-conditioning, fridge break downs or internet failure, during your occupancy. However we will make every effort to have the problem resolved as soon as possible.
To maintain a good standard for our guests we require certain conditions to be complied with. We appreciate most will respect the property but the occasional abuse requires that we state the following conditions:
Number of Guests; should not exceed the number stated on the confirmation notice or subsequently agreed to in writing via email. Fees will apply for excess guests that were not agreed to with by the agent in advance. No Campers. No mattresses or bedding on floors. (Children 1 year old & over are included in number of guests).
All tenants checking into our properties are agreeing to the terms and conditions, including any visitors to the house during your stay.
TENANTS MUST BE OVER 25 YEARS OLD unless accompanied by an adult above the age of 25. ID must be provided where requested.
Parties, Functions or “Gatherings” are strictly prohibited. The price charged is for domestic use only and not commercial. Accordingly this rate does not allow for the extra wear associated with functions, in terms of cleaning, garbage removal, wear and tear, repairs etc. Used contrary to this may result in loss of your bond, eviction and/or additional payments.
Disturbance to our neighbours, including excessive noise, is prohibited and may result in termination of rental and loss of bond.
Damage, Breakages, Theft and Loss are the tenant’s responsibility during their stay. The owners take no responsibility for the tenant’s personal property.
The tenant will be responsible for any damage to the premises or loss of or damage to furniture, furnishings, appliances or equipment or items at the premises during the agreed period tenancy. Note that any stains or damage to linen will incur additional laundering or replacement charges if required.
Please be aware that SPF sunscreen and self- tanning lotions leave stains that in some cases cannot be removed.
The tenant agrees to pay the owner/agent and authorises the agent to deduct this from the bond for the cost of replacement or repair (at the discretion of the agent) for any such damage or loss.
Tenants are required to check the house on arrival and report any pre-existing damage or maintenance issues to agent.
On departure please report any damage or maintenance issues so that they can be attended to before the next guests.
MOVING FURNITURE OR FURNISHINGS
Furniture, furnishings & beds are not to be moved to different parts of the house during the tenancy, extra cleaning charges will apply to move the furniture back to the original position.
Cleaners will not move furniture due to Work Health & Safety regulations. This extra charge will be at $45 per hour plus a $25 call out fee.
CHECK IN PROCEDURE
Check in time is 3pm unless otherwise arranged with the agent.
Arrival - check in is by appointment; the agent or associate will be meeting you at the property or our office at a pre-arranged time.
Late check in - outside business hours will require some additional organisation so please let me know if this will affect you.
CHECK OUT PROCEDURE
Check out time is 10am unless otherwise arranged with the agent.
Departure – check out information can be found in the compendium at the house including the arrangements regarding the keys. The property must be secured, all windows and doors shut on departure. Please make sure all the air conditioners, fans and lights are turned off.
Late departure can be arranged with the agent to 12noon if it works in with the next booking or cleaner’s schedule. After 12noon an extra ½ day charge will apply.
STANDARD DEPARTURE CLEAN
Please leave the house clean & tidy; DO NOT STRIP BEDS just pull up the covers and hang any damp towels in the bathrooms to avoid them becoming mouldy.
This clean does not cover washing dishes or cleaning the BBQ or removing rubbish so please make sure this is done to avoid extra cleaning charges.
The Tariff will include a standard exit clean for a 3-7 night booking. A mid-stay clean will be included if the booking is longer than 14 nights which may include a change of all linen. Guests will be notified of a nominated time for mid-stay cleans. You can choose to be present at the time of clean or not.
HOUSE HOLD LINEN
Please check that the property you are renting provides the household linen; some of our houses do not provide linen as standard.
House hold linen includes sheets, pillow cases, bath towels, hand towels, bath mats & tea towels; though you will need to pack beach towels for your holiday.
The owners provide blankets, doonas, doona covers, mattress/pillow protectors and other linen for your stay.
DEPARTURE CHECK LIST
- Unless otherwise arranged check out is 10 am.
- Make sure the house is left clean & tidy and remove any rubbish.
- On your departure please dispose of any opened food items, if you have fruit or unopened food you can leave this for the cleaners to remove if you wish.
- Secure all the windows and doors and leave the keys as instructed in the house compendium or as instructed on check-in.
- Please report any damage or maintenance issues so that they can be addressed prior to the next guest’s arrival.
- If you have moved any furniture or items please return them to the original position.
- Check the house for personal belongings before leaving.
- Please put the bins to the curb for collection and take any extra rubbish with you.
- Please turn off any air conditioners, ceiling fans, heaters and lights before leaving.
- If you have changed gas cylinder please let the office know so we can order another one.
All of our properties are self-catering, we provide some basics to get you started but you will need to go shopping on arrival or order online.
Due to health regulations we are not allowed to leave opened food items, including food basics like salt and pepper. If you do find food items at the house that have been left by the previous guests use at your own risk or discard.
Houses and Apartments are NOT serviced every day – see section on Standard Departure Clean.
The internet is provided in most of our properties, the username and password will be found in the compendium at the house. All houses have good plans but they are not unlimited. Please use some restraint with regard to downloading large files/movies and monitor any teenager’s usage. Remember that the data needs to last the monthly cycle and all of our visitors to the house. Excessive usage may
incur extra charges.
WARNING: The internet on the Sunshine Coast in some areas is very patchy and can sometimes be unreliable.
TV & SOUND SYSTEMS
TV and sound systems that are programmed by a technician should NOT be changed, if a technician is required to reprogram the system the cost will be passed on to the guest.
At all properties there are 2 bins; the one for recycling has a yellow lid and the general waste bin has either a red lid or is green with green lid.
Some houses have garden waste bins and these have a light green lid.
Recycling is collected every second week and the general bin is collected weekly. Please refer to the house compendium for the bin night for your rental home. It is your responsibility to ensure the bin is out to the curb the night before so the rubbish is collected. If you are unsure of if it is recycling week observe the neighbours and follow their lead.
Some of our homes have large gas cylinders for hot water or stove tops.
If you run out of hot water or stove top does not ignite refer to the compendium at the house for the location of the gas bottles & switch the regulator to the other gas cylinder.
**Please notify us if you have switched bottles so that we can order another.
BBQ/OUTDOOR HEATERSWe endeavour to maintain sufficient gas for your needs during your stay. If the house does not have a spare bottle please contact us during office hours and we will arrange to have it refilled. Please let us know if you have swapped over gas bottles or if you paid for a refill keep the receipt and will reimburse you the cost.
Pets are not allowed unless specific arrangements have been made in writing with the agent. A standard pet fee applies to all pet friendly properties. Under no circumstances are pets allowed on any furniture or in bedrooms or carpeted areas; extra cleaning costs will apply.
If the house has a swimming pool or spa, pets are not allowed into the water as they upset the chlorine levels in the pool. If the pool goes off and pet hair is found in the filter there will be charges for the chemicals to balance the pool and the service fee.
Dogs are not to be left at the properties unattended for a long period of time; barking dogs that cause disturbance to the neighbours will need to be removed from the property.
Please remove any pet faeces from the yard upon departure and dispose of in a sealed plastic bag. Extra cleaning charges will apply if cleaners have to remove these.
Please remove all excess dog hair prior to departure.
Any damage caused by your dog digging in the garden will be deducted from the bond.
All of our properties are NON-SMOKING. Extra cleaning charges will apply for cleaning of lounge suites/carpets/bedding if cigarette smoke smells and odour is present. Please dispose of cigarette butts into the bin.
We will hold lost property for 2 weeks before disposal, for the return of lost property please send a self-addressed pre-paid satchel to;
PRESTIGE HOLIDAY HOMES PTY LTD
PO BOX 675
Coolum Beach, QLD 4573
**We cannot be held responsible for any loss or damage to the item.
The agent/owner may inspect the property at any time with reasonable notice and at any time without notice if the agent is of the opinion there is, has been, or is likely to be a breach of these conditions.
Variations to these conditions may only be made by prior arrangements with the owner in writing.
Our owners have taken particular care to provide our guests with all the comforts of home. They have endeavoured to enrich your stay with lovely furniture and furnishings and we ask that you treat their home with respect and care. All of our homes are in quiet residential streets and we ask you to respect our neighbours by keeping to noise down if using outdoor entertaining areas/decks.
Finally we hope that you will enjoy your stay and your holiday is memorable for all the right reasons. We value any constructive feedback that would have assisted us to make your holiday more enjoyable.
PRESTIGE HOLIDAY HOMES TEAM