Guest – Frequently Asked Questions
Keys must be picked up and dropped off from our office. To comply with industry regulations, we are required to verify and have a copy of the registered guest’s ID to grant access by providing keys to the property. If a guest requires a third party to collect the keys, authority from a registered guest is required. All keys must be signed in/out of our key register. Keys are to be dropped off at our office unless prior arrangements have been agreed to in writing. Please note: Keys will only be released once full payment has been received. If you require to collect keys outside of regular hours, please advise a member of our team in writing at least 48 hours before your arrival.
Standard check-in time is 3:00 pm and check out 9:30 am. These times permit us adequate time to prepare the property for the next guest. If you require a guaranteed early or late check-out, we recommend the purchase of an additional night or an agreement in writing at the time of booking. Guests can request early/late check-outs, however, this must be requested and agreed upon at least 48 hours before your entry/exit for them to be considered. Importantly, we will do our best to accommodate early/late check-out requests, however, this is dependent on the housekeeping team’s schedule and other commitments.
All of our properties are equipped with a Wi-Fi/wireless internet connection. Please advise us if you would like access to the internet and we will provide you with the access code. Property Providers are not internet service suppliers and are therefore unable to guarantee the reliability and speed of the service. Although we will do our best to troubleshoot issues, we are not qualified to provide technical support. Please note for some properties additional costs may apply depending on your length of stay.
Although every property is fully equipped, we ask that guests bring their own hairdryer and beach towels. Upon arriving, you will find that every property has been provided with complimentary toilet paper, soap, dishwashing soap, tea, coffee, garbage bags etc. If you require the property to be stocked with additional groceries or for any other special request, we do have a premium concierge service. Please note we require at least 48 hours’ notice to guarantee concierge requests.
We’ve partnered with Rock-a-bye Baby Equipment Hire, Sydney’s top baby gear rental company. They offer a wide range of baby equipment, including high chairs, portable cots, strollers, and car seat fittings. To arrange the equipment, please contact them directly at 1300 859 775 or info@rockabyebabyhire.com.au. Please note that the rental is not included in your booking.
As a general rule, our minimum stay is seven nights. On certain occasions, we may be able to accommodate stays for shorter periods, however, these requests are reviewed on a case-by-case basis. Consideration of shorter-term bookings is dependent on other bookings surrounding the dates applied for and in consideration of the overall occupancy/vacancy of the property. Stays under five nights present difficulties to owners and neighbours. If you have any questions regarding this, please ask one of the members of our team.
We are unable to have total control of external web portals. The availability and pricing change on properties across the portfolio daily and keeping the channels updated is unrealistic. Importantly, the copy on each advertisement encourages guests to refer to the Property Providers website for the most up-to-date information.
The pricing displayed on channel websites reflects the base rate. Rates do change frequently subject to available supply, length of stay and number of guests. Within the copy of each advertisement, we encourage guests to contact us so that we can provide superior one-to-one service.
The exit cleaning fee is an incentive for guests to leave the property clean. This cost is variable and is dependent on the size of the property and the condition that it has been left. Cleaning is calculated on the actual time it takes to prepare the property for the next guest. Our quality assurance process is that every property must be cleaned every 13 nights unless otherwise agreed in writing at the time of booking. Upon your request, we can also have our housekeeping team provide fresh linen for all beds. Importantly, like any trades, there is a minimum call out fee.
Five-star hotel linen that is commercially laundered is provided in each property to deliver consistently high quality. It is assumed that if a guest is renting a property, all the beds in the entire property will be used. Linen is a requirement and is charged on a per-bed basis (includes sheets, towels, doona and pillows). Lastly, providing professional linen service provides guests that we exceed health and safety standards.
Utilities (particularly electricity) are very expensive within Australia. For stays less than 14 nights, utility costs are included in the rate. For medium-term stays (exceeding 14 nights), we charge an average nightly utility fee. This avoids the guest arranging connection and disconnection which can be time-consuming and problematic.
Pets and smoking are strictly prohibited in all Property Providers managed properties unless agreed in writing at the time of booking. The first step to a pet-friendly experience is to fill out our Pet Application Form.
To secure your booking, we require the minimum security deposit and booking fee to be paid by credit card payment (we are unable to accept or process debit cards). The tariff or rent itself may be paid via direct deposit to our account by requesting our banking details from a member of our team. Importantly, proof of transfer must be provided and access to the property will only be provided once the total agreed payment has been settled into our account.
Refunding the security deposit back to the credit card is much faster, and allows us to maintain our brand commitment of the security deposit being returned within 5-7 working days. Paying by credit card may provide the guest with the confidence that a financial institution is involved in the transaction and may make available travel insurance (however it is the guest’s responsibility to confirm the features and benefits of their card).
Neither the property rental rate nor our property management fee covers the merchant fee therefore this is added to the total.
Any credit card payment must be authorized by the actual person booking the accommodation. If the booking is in a different name than the credit card, written consent from the cardholder is mandatory to process any payment. Importantly, the person paying is responsible adhere to Property Providers’ Terms and Conditions.
Please note that your credit card details and identification are secure and will be destroyed three months after you exit the property for your comfort and security.
To avoid additional charges it is important that properties are left in good condition. Please refer to our Guest Exit Instructions.
To secure your booking, we require the minimum security deposit and booking fee to be paid by credit card payment (we are unable to accept or process debit cards). The tariff or rent itself may be paid via direct deposit to our account by requesting our banking details from a member of our team. Importantly, proof of transfer must be provided and access to the property will only be provided once the total agreed payment has been settled into our account.
Guests will receive their security deposit back on the same card on which it was paid within seven working days following departure.