Booking Terms and Conditions
All bookings made with Surfcoast Holiday Rentals are subject to the following terms and conditions and the person making the booking will be deemed to have accepted these Terms and Conditions on behalf of all persons who will be staying at the property under the booking once any payment is made in relation to the booking.
In these terms and conditions:
a. Surfcoast Rentals means Surfcoast Holiday Rentals & Accommodation Pty Ltd.
b. Weekend' means Friday & Saturday (when consecutive)
d. Midweek' means Sunday, Monday, Tuesday, Wednesday and Thursday unless when in conjunction with a weekend' night.
e. Public Holiday' means any Victorian gazetted public holiday
f. Special Period' means any period of time denoted as a 'special period' by Surfcoast Rentals as shown on the 'availability calendar' on the Surfcoast Rentals website, and can include (but is not limited to) School Holidays, Public Holidays and days surrounding public holidays.
g. Availability Calendar' means the calendar shown on the Surfoast Rentals website that indicates availability for each property.
h. Extras' means any additional item purchased via the Surfcoast Rentals website including (but not limited to) linen, portacot hire.
i. Credit Voucher' means credit which may be applied to future accommodation booking with Surfcoast Rentals.
j. Bond means additional funds placed on a booking for security against any damage made to the property by the guest.
k. Third-Party Agent' means an online booking agent including, but not limited to, Booking.com, Stayz, Homeaway, Expedia, Wotif.com, Airbnb,Agoda and any other online booking agent from which a booking for a Surfcoast Rentals property has originated
2. KEY COLLECTION
a. Keys can be collected from our office after 2.00pm or by close of business on day of arrival. This is mostly 5pm. Please contact our office for alternative arrangements if required. Keep keys with you at all times. There will be a charge of $50 for out of hours calls for guests who have locked themselves out of their room.
Keys must be returned to the Agent&rsquos office immediately on vacating the property. Late check out fee of 50% of the nightly rate applies and will be charged to your credit card.
a. The name of the person on the original booking form remains the sole contact and is responsible for the property booked and all communications with Surfcoast Holiday Rentals
b. Propertys are individually owned so your deposit/payments cannot be transferred from one property to another
c. Online bookings made less than 48 hours prior to arrival must be confirmed by calling our office during business hours on +61 3 5261 6661.
d. A non-refundable booking fee equal to $15 per night is included in the total rate.
e. If, due to a system error that has caused incorrect rates to be calculated, Surfcoast Rentals has to amend the rate of a property after it has been booked and/or paid online, Surfcoast Rentals gives the guest the first opportunity to cancel the booking at no penalty.
f. Weekend bookings attract a two-night rate, Midweek nights are Sunday - Thursday unless including a weekend
g. Public holidays and nominated special periods will attract minimum stays and peak rates.
h. Surfcoast Rentals reserves the right to refuse any booking.
l. The maximum number of occupants is not to exceed the agreed number of people when booking for the property. Overloading will render the tenant liable to termination of the booking with no refund. In addition to this SCHR will levy $100 per person per night for people residing at the property over the mutually agreed number when booking. You agree in signing this document to this being charged to your pre-ordained credit card or other method sought
j. Should any form of party be held at the property or a gathering or party of more than the accepted number of guests be held at the rented property I the undersigned agree that I am liable for an additional charges for project management fee&rsquos for time used by SCHR to rectify issues caused by the tenant, group or third parties of $200 per hour payable to Surf Coast Holiday Rentals. My credit card can be charged for this amount, be deducted from the bond or any other method sought by Surf Coast Holiday Rentals. Additional costs will be added if/when tenant taken to VCAT to retrieve charges. Damage to the rented property will also be added to this amount. An invoice and log of time will be supplied including date & time of works actioned
k Tenants agree to allow SCHR staff member or his/her nominee to enter the rented premises to carry out any necessary repairs should the need arise.
l. No smoking at any time inside any of Surf Coast Holiday Rentals properties. A $250 reinstatement fee will be applied to any property found to have been smoked in. This will be charged to your credit card.
m. Lost keys must be reported to our staff members & paid for immediately. Lost keys are levied at a cost of $40.00 per key for key replacement.
n. Any damage not reported or found on inspection for the rental will be charged to the pre ordained credit card details, deducted from bond or tenant will be taken to VCAT and additional costs for attendance will be claimed.
o. Furniture or household effects are not to be removed from the premises and must be left in the same position at all times.
p. occupation of premises which SCHR staff has reason to believe is causing a nuisance to neighbours or place the property owner in a situation of loss will be terminated immediately with no refund given. Any malicious damage or behaviour will be reported to police immediately.
q. No responsibility is taken for tenant&rsquos personal property left on the premises. A $50 Search Fee will be applied if Surfcoast Rentals staff are asked to located items left behind.
r. Bookings only confirmed upon full payment. Deposit & final payment must be received by the due dates. Cancellation conditions apply. See Cancellation Policy for further details. Utilities accounts for short term lease&rsquos to be paid in full on or prior to check out.
s. All bookings are for the dates shown on the receipt only. We reserve the right to cancel any booking should the need arise. The booking is made in good faith by the staff member, however, may be subject to change as may be notified by the owner prior to the commencement of the booking. We will not accept responsibility for actions taken by the owner of the premises outside our control. (Every endeavour will be made to offer a suitable alternative if this occurs)
t. Our staff will describe the premises and location to the best of their ability and in good faith, no responsibility or refunds for alleged mis-description will be accepted unless SCHR has made the error in writing. I agree that I have chosen the property with or without viewing the property prior to or after booking to booking first hand and are responsible for my own choice.
a. No refunds will be given on 'extras' if cancelled or changed within 7 days. Cancellations or changes that are made more than 7 days prior to your arrival will incur a minimum administration fee of $75 regardless of the service providers terms and conditions
5. PAYMENT TERMS
a. Payments may be made by Visa Card, Mastercard, Amex, Bank Transfer.
b. A deposit of $500 of the total rate is required when booking if it is more than 30 days out of check in date. If less that 30 days, the total amount of the booking will be required. Accommodation will not be held without a deposit. If paying the initial deposit by bank transfer, the bank transfer must be completed within 24 hours to prevent the booking being cancelled.
c. The balance must be received 30 days prior to arrival.
d. Failure to comply with these payment terms may result in your booking being cancelled by Surfcoast Rentals with no refund of any deposit paid.
e. Payments may be made with a maximum of two transactions, either by credit card or direct deposit.
6. PROCESSING FEES
a. Our processing fee is intended to cover the cost of credit card fees applied by the bank. We encourage you to review detailed information about our processing fees which are as follows:
- Visa and Mastercard attract a surcharge of 1.52%.
- American Express attracts a 2.8% surcharge.
- Bank Transfers -no processing fees apply to Bank Transfers.
7. CANCELLATIONS & BOOKING AMENDMENTS
a. All requests for cancellations and amendments to bookings must be submitted in writing to firstname.lastname@example.org. Please include booking name, Booking ID, property name & reason for cancellation/amendment.
b. Bookings for all properties are taken for the dates and are NOT available to be changed.
c. Cancellation of a booked property is to be made in writing by the person who booked the property. Verbal cancellations will not be recognised.
d. Bookings are made on a non refundable basis for cancellation. Any deposit of full payment is non refundable.
e. Bookings made via third-party agents including (but not limited to) Stayz, HomeAway, Airbnb, Booking.com, Expedia or Agoda etc may incur additional non-refundable cancellation fees.
f. Any funds remaining after the deduction of cancellation, administration and third-party agent fees will be distributed in the form of a credit voucher with 6 months validity.
g. Payment processing fees are non-refundable.
h. Travel insurance is recommended for medical and cancellation coverage.
8. CREDIT VOUCHER POLICY
a. Credit vouchers are issued with 6 months validity and cannot be extended.
b. Credit vouchers should be treated as cash and cannot be replaced in the event of being misplaced, lost or stolen.
c. Credit vouchers must be redeemed in full on a single booking. No refunds or reimbursements will be provided for unused portions of credit vouchers.
d. Credit vouchers are not redeemable for cash.
e. Cancellation of accommodation booked using a credit voucher is final. No refund or replacement credit voucher will be issued.
a. A cash security bond will be required on check in of between $500 - $1000 depending on each property. A credit card may be used as a pre authorisation, however merchant fees will be charged and payment back onto the credit card may take up to 30 days. Cash security bonds will be returned by bank transfer or cheque refund 7-10 days after vacating the property.
b. Surfcoast Rentals reserves the right to debit the credit card provided as pre-authorisation, or withhold
funds from the cash security bond, for any fees incurred during your stay including, but not limited to, additional cleaning, excess rubbish removal, extended stays, late checkouts, smoking in a property, lost keys & any additional locksmith fees, unnecessary maintenance attendance, repairs or damage to property.
a. Check-in time is 2pm on the day of arrival and check out is 10am unless specified otherwise.
b. A Guest Registration Form must be completed at or before check-in by the person who made the booking. As part of this registration, guests are agreeing to allow Surfcoast Rentals the right to debit the credit card supplied as pre-authorisation or withhold funds from the security bond for the cost of any breaches of the terms and conditions outlined in this document.
c. Early Check-ins and Late checkouts are subject to availability and incur additional fees of $50 per hour for
d. Guests are responsible for their choice of accommodation. Surfcoast Rentals is not responsible if the style of property does not live up to guests expectations, therefore guests should view property listings on www.surfcoastrentals.com.au carefully before selecting their preferred property. Please call our office if you require clarification on any aspect of a property prior to booking.
e. Due to unforeseen circumstances Surfcoast Rentals may need to relocate your booking into alternative accommodation of similar value & style.
f. Please respect the privacy of our local community and neighbours. If a guest's behaviour or noise level is unreasonable, a warning will be given and ignoring this will result in the cancellation of the booking without refund.
g. Requests for assistance or maintenance may result in a minimum $50 call out fee where the guest is at fault and/or the call out is not deemed to be of an emergency nature. This fee will be payable at the time of the call out and must be paid to the agent attending the callout as appointed by Surfcoast Rentals.
h. All properties are non-smoking, failure to comply will result in a minimum $200 fine. Guests may also be liable for the loss of owners income from any future bookings affected by their actions.
i. Excess Rubbish Removal fees may apply if the amount of rubbish left at the property is deemed over and above what should be reasonably expected for the length of stay and number of guests.
j. Properties listed as pet-friendly incur a fee to cover general cleaning. An additional fee will be applied if excess cleaning is required after departure. Should pets be found in accommodation not classified as pet-friendly, guests may be requested to vacate their property immediately with no refund and will be liable for additional cleaning fees. Strictly no dogs (or other pets) under any circumstances inside any house for any reason. Pets found to have been inside a house will render the tenant liable for a $250 charge for contractor to commercially clean the inside of the property. Yard areas to be cleaned up of excrement otherwise additional charges will apply. Damage caused by an animal to property or yard will also attract charges to repair/replace.
k. Rates apply for any additional guests staying at the property that were not included as part of the original booking. Please advise Surfcoast Rentals and make necessary payment for additional guests. Should additional unpaid guests be found, the booking will be cancelled and you will be asked to vacate. No refund will be given.
l. Surfcoast Rentals properties are offered on the basis of private, residential usage only. Events, functions, parties and gatherings are not permitted at any Surfcoast property under any circumstances. Should this occur you will be requested to vacate the property immediately and your booking will be cancelled without refund.
m. Guests are expected to leave the property in a neat and tidy manner on departure. This includes washing and putting away dishes, returning all items to their original position, all food items removed from fridges, barbeques cleaned, ovens and microwaves wiped out and rubbish placed in appropriate bins. Additional cleaning fees (minimum $50) may apply if the property is not left in a presentable condition.
n. Guests are required to turn off lights, appliances and lock doors and windows upon departure.
o. A minimum key replacement fee of $50 will apply if property keys are not returned on departure. Additional locksmith fees may also apply if locks require replacement due to the loss of keys.
p. Upon arrival of the property a starter pack of complimentary clean/items is provided. They are sachet of laundry washing powder & dishwashing powder, soap, shampoo & conditioner, chux cloth, a toilet roll. It is up to any guest to buy/supply their own items once these are finished.
q. Wi-Fi- (not available in houses only hotel rooms & apartments at Beach Front Resort) is provided complimentary for guest use. Guests should note that internet connection speeds vary widely according to local area availability and connection type and in many cases, data may be limited. Whilst every endeavour will be made to ensure Wi-Fi is working as intended, we cannot guarantee an available or consistent connection due to network, data or speed issues beyond our control. Outages do occur and whilst we will always try to have the connection restored, this will not always be possible. Compensation will not be considered in these circumstances as Wi-Fi is provided on a complimentary basis.
11. COMPLAINT RESOLUTION POLICY
a. Should you have a need to raise a complaint please make contact with our office at the first available opportunity. We will then attempt to rectify or resolve the matter so that you can continue to enjoy your stay. Housekeepers take a certain level of care with the property however should you feel that something may have been overlooked please bring this to our attention so that we can assist. It is our aim to ensure that guests enjoy their stay. Any complaint during checkout or after your departure will be noted and acted on where appropriate, however, we will not consider compensation if we were not given the opportunity to fix or rectify matters at the time the issue occurred.
12. LOSS AND DAMAGE
a. Whilst you are in residence, you are fully responsible for all breakages and damage caused to the property, its furniture and fittings. Any breakages, damage or loss must be reported to Surfcoast Rentals immediately.
b. Surfcoast Rentals reserves the right to request payment in full and/or charge repair/replacement costs to the guest credit card provided as pre-authorisation, or by withholding the cash security bond, in the event of property damage or theft either accidentally, maliciously or through negligence on the guests behalf.
c. All properties are privately owned, Surfcoast Rentals cannot be responsible for the failure of utilities, services, equipment or appliances however every attempt will be made (within reason) to rectify the issue. If issues cannot be resolved, we may relocate guests to an alternative property of similar value & style.
d. Surfcoast Rentals is not responsible for the security of your belongings and encourages you to ensure your accommodation is secure when not occupied.
e. Any belongings left in the property that are unclaimed within 7 days from date of departure will be donated to local charity organisations. Any items claimed need to be collected within 7 days or can be returned C.O.D (cash on delivery).
13. ADDITIONAL COSTS
a. Surfcoast Rentals reserves the right to debit the credit card provided as pre authorisation, or withhold funds from the security bond, or request payment in full of any outstanding charges that apply to your booking. This includes, but is not limited to, extra cleaning, rubbish removal, additional guests, extended stays, smoking penalties, lost keys, callouts, repairs or damage to property.
b. All fees listed in this document are subject to change without notice.