Guest FAQs

Before Your Stay

Booking & Costs

What is the minimum stay for short-term rentals?

Most properties require a minimum stay of seven nights. Shorter stays may be considered on a case-by-case basis, depending on property availability.

Why is the price on AirBnB or other websites different from your website?

Prices in short-term accommodation booking websites like AirBnB, Stayz or VRBO often display different rates and will include channel booking fees in addition to nightly rates, cleaning and other booking fees. When you book direct you can save up to 15% on the rates shown in other booking channels. Our website always reflects the most competitive and up-to-date rates and booking fees.

Are cleaning fees included in the booking price?

Cleaning fees are separate and vary based on the size and type of cleaning required at the property. This ensures a high standard of cleanliness and presentation for every guest.

Do I need to pay for utilities during my stay?

Usually, utilities are included in the short-term booking price. For longer stays, utility costs can be charged separately.

Are discounts available for longer stays?

Yes, discounts are often available for extended bookings. Contact our team to explore tailored pricing for longer stays.

What happens if I need to cancel my booking at the last minute?

Cancellation policies do apply for every booking, and cancellations can incur fees depending on when the booking is cancelled. Refer to your booking terms and conditions for specific details.

Do you offer flexible check-in and check-out times?

Usually check-in is 3 pm and check-out is 10 am. Any special requests to arrive early or leave later are subject to availability and must be agreed in writing 3 days/72 hours in advance. Additional charges apply.

Services & Amenities

Does the property come with internet access?

Yes, all properties include Wi-Fi. The Wi-Fi access code is provided in your pre-arrival email and in the property’s welcome guide.

Do you provide linen or do I need to bring my own?

All properties are supplied with professionally laundered hotel-grade linen, including bedding and towels. We recommend you bring beach or pool towels as these are not guaranteed in each property.

Can I bring my pet or can pets visit during my stay?

Pets are permitted at certain properties when specifically approved and confirmed at the time of booking. Visiting pets must also be approved beforehand, even if they don’t stay overnight. A Pet Application Form must be completed and approved before your stay. Unapproved pets are not permitted on the property. Pet fees and charges apply. Check with our team before booking.

Is smoking or vaping allowed in the property?

No. We don’t allow smoking or vaping inside properties, on balconies or surrounding areas of the property, including gardens, pool areas or driveways. Additional cleaning and deodorizing fees and/or the cancellation of your booking.

What baby equipment is available, and how can I arrange for it?

We partner with baby equipment hire services offering items like highchairs, cots, and strollers. Contact us to arrange rentals in advance.

Are concierge services available to guests?

Yes, we offer concierge services to assist with bookings, groceries, transportation, and more. Requests should be made at least 72 hours in advance.

What types of properties do you manage?

We manage a wide range of premium properties, including executive homes, beachfront retreats, and city-side units. All properties are thoughtfully curated to ensure they meet the high standards expected by our guests.

Are properties wheelchair accessible?

Accessibility varies by property. We included detailed descriptions of each property, photos and floor plans. Please contact us for information if you have specific mobility requirements.

Do your properties have air conditioning and heating?

Most properties are equipped with air conditioning and heating, but specifics vary. Check the property details or our bookings team for full details.

Policies

Can I modify my booking dates after confirmation?

Yes, date changes may be accommodated depending on availability. Any date change that reduces the length of stay may incur cancellation fees. Additional costs may apply for amendments.

Is travel insurance required or recommended?

Travel insurance is strongly recommended to protect against unforeseen cancellations or interruptions.

What is the policy for accommodating additional guests?

All guests must be pre-registered. Extra guests may incur additional fees, and approval depends on the property’s capacity.

Are there restrictions on group bookings or events at properties?

Some properties restrict group bookings to ensure neighbourhood harmony. We also have a strict no events and no parties policy, unless otherwise approved in writing. Check with our team for specific policies.

Can I preview a property before booking?

We can arrange property previews for longer-term bookings or special cases. We often provide video walk-throughs in the property listing and always have multiple photos of each property. Contact us to discuss your needs.

Payment

What forms of payment do you accept?

We accept credit cards and bank transfers. All bookings require a security deposit via credit card.

Why do I have to pay a security deposit upfront?

Security deposits protect against potential damage and ensure the property is returned in good condition. The security deposit is returned to you within 7 working days after departure once the property is inspected and all costs are reconciled.

Are there additional fees for using credit cards?

Yes, credit card payments incur merchant fees. These are disclosed at the time of booking.

How are refunds processed for cancellations?

Refunds, if applicable, are processed to the original payment method. We aim to process any refund within 7 business days after cancellation, depending on policy and cancellation terms.

Is a payment plan available for large bookings?

Payment plans may be arranged for longer stays or significant bookings. Contact our team for more information.

Special Requests

Can I request early check-in or late check-out?

Yes, early check-in or late check-out can be arranged subject to availability. Contact us at least 72 hours beforehand to check availability. Additional fees may apply.

Can I arrange transportation or airport pick-up through you?

Yes, we can coordinate transportation or airport pick-up as part of our concierge services. At least 3 working days’ notice is required.

Are any properties pet-friendly, and how do I confirm this?

Some properties are pet-friendly, but approval in writing is required before booking, even if the pet is just visiting. A Pet Application Form must be completed and approved before your stay. Unapproved pets are not permitted on the property. Pet fees and charges apply. Check with our team before booking.

Do you offer packages or recommendations for local activities?

Yes, we provide recommendations for local attractions and restaurants and can help arrange activity packages tailored to your interests.

For more information or to book your stay, visit Property Providers in Sydney and discover premium short-term rentals tailored to your needs.

During Your Stay

Maintenance & Support

How do I report a maintenance issue during my stay?

All maintenance issues must be reported in writing or through our Repairs and Maintenance page. For urgent matters like water leaks, no power, or security concerns, contact our team immediately using the emergency contact details provided at check-in.

What should I do if I lose power in the property?

Check the fuse box to ensure the safety switch hasn’t tripped. If the issue persists, check with your electricity provider for outages in the area. If unresolved, contact us, and we’ll assist further.

Who do I contact for internet or Wi-Fi troubleshooting?

First, follow the troubleshooting steps provided in the home’s welcome guide or our website. If the issue persists, contact us via email or phone. Please note that while we’ll assist, internet speed and reliability depend on the provider and are beyond our direct control.

How do I handle appliance issues, like a non-working oven or washing machine?

Refer to the appliance instructions provided in your guest pack. If the issue remains unresolved, contact our team through the Repairs and Maintenance page or contact us for further assistance.

What do I do if the property is not as described upon arrival?

Contact us immediately with details of the discrepancies. We strive to ensure that every guest has an exceptional experience and will address concerns promptly.

How do you handle emergencies like water leaks or security breaches?

For emergencies such as leaks or security concerns, call our emergency number provided in your check-in materials. Our team is available to coordinate immediate assistance.

Is there a contact number for after-hours support?

Yes, the emergency contact number provided at check-in is available for urgent issues outside of office hours. For non-urgent matters, please email or use the Repairs and Maintenance page.

Rules & Policies

Are there rules for rubbish disposal during my stay?

Yes, rubbish and recycling must be disposed of in the bins provided at the property. Bins should also be taken to the curb on the night specified unless it’s an apartment. Collection schedules and sorting guidelines are included in the property’s welcome guide. Any excess garbage left inside the property or if the bins are overflowing will be charged on check-out.

What should I do if I accidentally damage the property?

Report any damages to us immediately via email or phone. Prompt reporting helps us address issues efficiently and ensures minimal impact on your security deposit.

Can I rearrange the furniture in the property?

No, we ask that furniture is not rearranged or moved to prevent damage or excessive wear. If you have a specific request, contact our team for approval.

Are noise restrictions enforced during my stay?

Yes, local council regulations and neighbourhood expectations enforce noise restrictions, particularly after 10 PM. Please respect the community and keep noise to a minimum.

Can I host additional guests or events at the property?

Additional guests or events must be pre-approved. Hosting unregistered guests or parties may result in penalties or immediate termination of your stay.

Are there restrictions on using outdoor areas or shared facilities?

Yes, the use of outdoor areas or shared facilities is subject to property-specific rules provided in your welcome guide. Always consider neighbours when using these spaces.

Can I smoke or vape on the property balcony or garden?

Smoking or vaping is strictly prohibited inside and outside all properties, including balconies, gardens and other common areas. Violations may result in additional cleaning and/or deodorising fees.

What’s the policy on pets during the stay?

Pets are only allowed to stay or visit if approved during the booking process. A Pet Application Form must be completed and approved before your stay. Unapproved pets are not permitted on the property. Additional fees and charges apply.

On Departure

What’s expected of me when leaving the property?

Guests are expected to follow the Guest Exit Instructions, including removing rubbish, cleaning dishes, turning off lights, locking up, and leaving the property in good condition. Beds can remain unmade, and towels should be placed in the bathtub or shower.

How do I return the keys at the end of my stay?

Keys must be returned to the place where the keys were collected. This may be in a lock box at the property or to the office depending on arrangements. Instructions are provided in your arrival and departure documentation.

Do I need to clean the BBQ or other appliances before I leave?

Yes, appliances like the BBQ and microwave should be left in a clean state before departure. A cleaning fee of $150 may apply if additional cleaning is required.

Are there fees for leaving items behind at the property?

Yes, retrieval and return of left-behind items may incur additional costs. We recommend thoroughly checking the property before departure.

How quickly will my security deposit be refunded?

Security deposits are typically refunded within 7 business days after departure, provided the property is left in good condition and no damage is reported.

Services & Support

Can I request additional cleaning or linen changes during my stay?

Yes, mid-stay cleaning or linen changes can be arranged for an additional fee. Please contact us at least 72 hours in advance to schedule this service.

What happens if I want to extend my stay while at the property?

Contact us as soon as possible to request an extension. Approval depends on property availability, and additional payment will be required to secure the extended dates.

Can I use concierge services for mid-stay needs?

Yes, our concierge services can assist with grocery delivery, bookings, and more. These services must be requested at least 72 hours in advance and may incur additional charges.

Is there a guide or instructions for using appliances in the property?

Yes, each property has a home guide and detailed appliance instructions are usually provided at the property. If additional help is needed, our team is happy to assist.

How do I find information on local attractions or transportation?

Your welcome guide includes local recommendations and transportation options. Our team can also provide additional suggestions tailored to your interests.

Problems & Troubleshooting

What should I do if I lock myself out?

Contact us immediately if you lock yourself out. If this occurs outside office hours, a fee may apply for after-hours assistance.

Can I request replacement items like lightbulbs or batteries?

Yes, please contact us to request replacements for essential items. We aim to address such requests promptly to ensure your comfort.

What happens if there’s an issue with a neighbour or shared facilities?

Inform us immediately if you encounter issues with neighbours or shared spaces. We’ll work with you to resolve the matter efficiently.

Are pest control services available if needed?

Yes, contact us if you encounter any pest issues. We’ll coordinate with professional pest control services to address the problem.

How do I provide feedback about my stay?

We value your feedback! You can provide feedback via email, online review platforms, or through a survey we send after your stay.

At Property Providers, we’re committed to ensuring a seamless and enjoyable stay in Sydney’s finest holiday homes. For support, please contact us directly via our website or the emergency contacts provided during check-in.