luxury accommodation on the sunshine coast
Note: Variances can be agreed on, but only with the consent of the owner. Requests must be made in writing.
All Details will be confirmed in writing via email.
A deposit of 50% which is non-refundable is required to secure the booking. Payment of the accommodation deposit constitutes the client’s acceptance of these Terms and Conditions.
Full payment or balance of the accommodation amount, any pet/linen fees (if applicable) & bond must be received in full 21 days prior to occupancy for all bookings. This sum is non-refundable).
If paying the deposit by electronic transfer, please allow sufficient time for the bank transfer, which can take 2-3 working days – a remittance notice will need to be provided to confirm booking.
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 amounts are in Australian dollars AUD.
If you are making a booking which is less than 21 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 traveling with you including any children/babies.
An agreed bond (depending on property) is payable at the same time as the balance amount. The bond will be refunded within 2-3 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 (this is not allowed – please see section on Occupancy Terms and Conditions) and beyond those declared.
Cancellation requests by guests; money paid is not refundable unless the house is re-let for the entire period at the same rental value. If a refund is made due to the property being re-let then a $300 cancellation fee will still apply (updated 11/6/2019). Prestige Holiday Homes cannot be responsible for loss of income to our owners.
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.
Cancellations made within 21 days of check-in will NOT be entitled to any refund.
Covid-19 Lockdowns – should there be a lockdown of borders to QLD, or any type of travel restrictions come into place – guests would still be booking under the above cancellation policy.
We have had a tremendous amount of cancellations since Covid-19 started, with major loss of income to owners and they have unfortunately had to make touch decision regarding future bookings.
Owner cancellations – Owners reserve the right to make alterations/cancellations to bookings due to unforeseen circumstances. These may include but are not limited to; change of circumstances, damage to property, the sale of the property, change of management etc.
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, a discount 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.
The owner/agent will not give financial compensation to guests, for any equipment failure or electrical appliance failures such as air-conditioning, fridge breakdowns 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 a number of guests).
All tenants checking into our properties are agreeing to the terms and conditions.
TENANTS MUST BE OVER 25 YEARS OLD unless accompanied by an adult above the age of 25. An ID must be provided where requested. We do not accept school leavers/schoolies.
PARTIES/FUNCTIONS OR GATHERINGS
Wedding Activities/Wedding Receptions/Parties/Health Retreats/ Functions or “Gatherings” are strictly prohibited.
Our contracts with our owners stipulate that the properties are not to be used for any wedding related activities/private functions/conferences/retreats/receptions/gatherings or catered events – which are all deemed ‘commercial’ use of property.
Insurance companies will not cover the property in the event of damage to the property or accident injury involving any persons (not staying at the house).
Our properties are all in residential streets which we share with our neighbours who would be very upset if we were to hire the house out for anything other than accommodation purposes.
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.
WE CANNOT ACCEPT GUESTS OF GUESTS – our properties are to be used for accommodation purposes only and are therefore limited to the number of guests staying at the house, which was agreed to at time of booking. This also applies if 2 or more houses have been rented for a large family – all activity/dinners are to be kept to the property which was rented for each group ie. No Visitors.
Houses are set up to cater for the maximum number of guests indicated and any additional people would result in an overload to that property and unnecessary wear and tear to the premises and its contents. We suggest for all large get-togethers to be held at one of the many beautiful venues/parks on the Sunshine Coast and surrounds.
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 authorizes 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 an agent.
On departure please report any damage or maintenance issues so that they can be attended to before the next guests.
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 time is 3 pm 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 us know if this will affect you.
Bag Drops; are generally NOT permitted due to security reasons. Prior to check-in we have several cleaners and other related tradesmen going in and out of the property grounds and would not be able to guarantee the safety of your belongings.
Check out time is 10 am 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 12 noon if it works in with the next booking or cleaner’s schedule. After 12 noon an extra ½ day charge will apply.
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 standard 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.
If your stay is shorter than 14 nights you can chose to have a mid-stay clean/linen change added for an additional fee. Please let us know at time of booking.
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.
Hire Linen – for those houses that have hire linen, please note:
If you would like to use the hire linen option we will require 72 hours prior notice and payment to be made (via credit card or direct transfer with proof of remittance). If payment is late, there is a possibility that linen will only be dropped to the house but beds not made as some houses are located remotely and may already have been cleaned.
SELF-CATERING HOMES
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.
House Inventory – all properties come stocked with enough cutlery, crockery and glassware to accommodate max number of guests that the house sleeps.
Some Owners may choose to provide tea and coffee etc, however this is not a standard to most homes – if you would like to have groceries ready after a long trip you can organise a grocery delivery service through the local Woolworths or Coles Supermarkets (please note that we cannot accept delivery prior to your check-in, you will need to organise the delivery to coincide with your arrival time or therefore after).
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 some 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 and sound systems that are programmed by a technician should NOT be changed, if a technician is required to re-program the system the cost will be passed on to the guest.
For the comfort of our neighbours please do not use the pool after 9pm or before 8am. Rinse off sand before entering the pool. Please do NOT touch any pool equipment – or check with the Property Manager first.
Dogs 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.
Some properties may have pool heating – however we cannot guarantee the pool water to be at a swimmable temperature during your stay, as solar heating can be slow and ineffectual during the Australia winter months. It requires direct sunlight and the roof temperature needs to be consistently above 28 degrees to heat the water.
All our homes are in quiet residential streets where permanent residents value their quiet lifestyle.
Please do NOT use these areas after 10pm, unfortunately noise travels and will impact our neighbours.
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.
We 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. This pet fee does not cover any damage to the property eg. pee stains on carpets/rugs or chewed furniture etc
If the pet is an inside pet it MUST already be toilet trained and have it’s own bedding to sleep in.
Under no circumstances are pets allowed on any furniture, in bedrooms, on beds 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.
Best regards,
PRESTIGE HOLIDAY HOMES TEAM
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Prestige Holiday Homes
PO Box 675 Coolum Beach 4573
Email: info@prestigeholidayhomes.com.au
Phone: +61 7 5471 7955