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ALREADY A GUEST? TERMS & CONDITIONS ARE HERE
We want all of our guests to have a safe and happy holiday staying in one of our luxury properties - we recommend you read our Terms & Conditions so you are aware of your rights and our expectations of you as our guests.
Check In: 3:00pm*
Check Out: 10:00am*
*Unless previous arrangements have been made, every attempt is made to provide guests with an early check in and/or a late check out. Although this is not always possible during peak seasons or when there are back-to-back bookings. Our cleaners spend anywhere from 3 to 4 hours cleaning and preparing a property for the next check in so it is essential that guests depart on time to ensure the next guests are not inconvenienced. Your consideration in this matter is sincerely appreciated.
Every effort is made to accommodate you in the property originally requested. This however is subject to change without notice. In such case, every effort will be made to relocate you to a similar property of equivalent value and size.
We use professional cleaning contractors to service the property prior to your arrival - PLEASE NOTIFY US IMMEDIATELY if there are any issues with the cleanliness, damage or functionality of the property on 0419 805 465. Under consumer law, the owner must be given an opportunity to fix any issues during your stay. YOU MUST REPORT ANY DAMAGE TO US IMMEDIATELY!!!
Once you depart, you will be responsible for any costs associated with any damage or excess mess/rubbish that was not reported to us upon arrival or during your stay.
KEYS MUST BE PLACED IN THE LOCKED KEY BOXES AT ALL TIMES - IF KEYS ARE LOST YOU WILL BE CHARGED FOR REPLACEMENT LOCKS AND LOCKSMITHS TIME WHICH CAN RUN INTO HUNDREDS OF DOLLARS. KEYS CAN NOT BE REPLACED OR CUT, THE LOCKS MUST BE REPLACED DUE TO SECURITY AND INSURANCE REASONS.
For those properties with Coast Drive pool access, the key to access the pool is a coded key and costs $150 to replace - you will be charged for it if it is lost in addition to the lock replacement fee above, so please do not loose it!
The best advice is when you are coming and going to place the keys back in the combination box for safe keeping, you are less likely to loose them that way. On check out, make sure the keys are placed back in the combination box before you depart - make it the last thing you do and get your fellow guests to do it with you.
Clothes dryers are supplied for your convenience, please do not hang towels or clothes over balconies or gates it is against body corporate rules.
PLEASE BE MINDFUL OF THE NEIGHBOURHOOD - you are in a residential area so please keep noise to an absolute minimum. Loud music and parties will not be tolerated at all. DO NOT park on grassed areas under any circumstances or block neighbours driveways or roads. You must only park in indicated parking areas, Surf Coast Council are very strict and actively patrol the area. We are not responsible for any fines or penalty you incur during your stay.
PAYMENT
Full payment is required at the time of booking to secure your reservation.
Tariff is per night unless otherwise indicated. Packages are per person unless otherwise indicated. All prices are in Australian dollars and include GST.
METHOD OF PAYMENT ACCEPTED
Visa, Visa Debit, Mastercard or Mastercard Debit are accepted.
Direct deposit is also available upon request.
Please note a 2.2% surcharge is applied to all credit card payments.
ACCIDENTS & DAMAGE
Regrettably accidents do happen and as such we require a $500.00 bond against your credit card to be released at the end of your stay, subject to satisfactory condition of the property. Please report all breakages and damage to the accommodation and its contents to Retreats Victoria and payment arrangements (if necessary) made prior to departure.
All of our properties are inspected for damage prior to your arrival - you and your guests are therefore responsible for any damage to our properties after your arrival and during your stay.
We have supplied for your convenience quality Linen & Towels. Please do not take them with you!
Great care has been taken in selecting our furniture and house effects. It is there for your enjoyment. Please do not remove any items from the house or move furniture around within the property. Additional charges may apply should furniture need to be returned to its original position.
Guests are responsible for the safekeeping of accommodation keys. You will be liable for damage caused when doors have to be forced open owing to the key being lost and also cost of replacement keys and locks. Only one set of keys is supplied for your stay.
No responsibility is taken for the guest’s personal property left on the premises; however we will make every attempt to contact you should items be left behind. Cost of returning items will be at your expense.
NO PARTY POLICY
Retreats Victoria has a very strict No Party policy. Any behaviour deemed to be disturbing the peace will result in instant eviction from the property. The number of occupants must not exceed the original number as stated when the booking was confirmed.
Premises must be left clean and tidy and ready for immediate occupation by the next guest. Any additional cleaning required above our ‘standard cleaning hours’ will be charged to the guest from the accommodation bond. Extra fees will be charged for the removal of excess rubbish left at the property. Standard cleaning times; 2 Bedroom = 2 hours, 3 Bedroom = 3 hours, 4 Bedroom = 4 hours.
CANCELLATIONS
We understand that under certain circumstances you may need to change your plans. Please be aware that the following cancellation fees do apply.
1. A booking cancelled 21 days or more before commencement of booking incurs a 20% of total booking cancellation fee, unless a replacement booking is found.*
2. A booking cancelled 7 – 21 days before commencement incurs a 50% of total booking cancellation fee, unless a replacement booking is found.*
3. A booking cancelled less than 7 days before commencement - (inc. non arrival), full payment of booking will be retained.*
* During peak times, a minimum 60 day notice of cancellation must be made to receive a full refund. If a replacement booking is not found, 20% of the total rental will be retained.
QUESTIONS OR CONCERNS?
Please feel free to contact us if you have any questions or concerns related to your booking or stay.
Retreats Victoria
0419 805 465
bookings@retreatsvictoria.com.au