Terms, Conditions & Cancellation Policy

INTRODUCTION       

Thank you for choosing Brown & Cō Holidays for your next holiday on the Sunshine Coast. This Booking Form outlines the Terms & Conditions of your booking including payment details.

All bookings are accepted on the basis that you have read, understood and agree to abide, and be bound, by the following Terms & Conditions.

Reference to “Alloggio Management” in these terms and conditions is a reference to Alloggio Management Pty Ltd ACN 618 814 556.

Alloggio Management manages short term accommodation bookings at properties as agent on behalf of the owners or other persons in legal control of those properties (“the Property or Properties”)

These terms and conditions (the “Terms and Conditions”) together with our Privacy Policy  govern the relationship between Alloggio Management and any individual who uses this website or utilises our accommodation services (other than the owners of the Properties), including but not limited to an individual who makes a booking at one of our Properties and each person named or travelling on that booking (each a “Guest” or “you”).

These “Terms and Conditions” refer to the following “trading names” and the properties they manage under these trading names, these “Terms and Conditions” supersede any other “Terms and Conditions” for these “Trading Names”: 

The conditions that are outlined for “Brown & Cō Holidays” are nuanced to supersede those that are generic within Alloggio Management Holiday’s page within the Trova Website.

“Brown & Cō Holidays”

Guests are granted a licence to occupy the Property for the booking dates. Guests are not granted a residential tenancy agreement under any residential tenancy legislation.

These Terms and Conditions constitute a legally binding agreement between Alloggio Management and the Guest. You acknowledge that you agree to and are subject to these Terms and Conditions on behalf of yourself and all persons named or otherwise travelling on your booking. Individual brands controlled by Alloggio Management Pty Ltd may have additional terms and conditions (secondary to these terms & conditions) as outlined within this website and need to read and adhered to in conjunction with the overall Alloggio Management Pty Ltd Terms and Conditions.

** Please read these terms and conditions carefully as these conditions incorporate the basis on which bookings for Alloggio Management are accepted.  Failure to abide by these Terms and Conditions permits the owner or the agent to refuse the key, amend the rental or apply additional charges and/or terminate the occupancy. **

Keys will only be issued once you have completed and signed the Terms & Conditions and paid all accommodation /Security Deposit / booking fees in full. If you are unable to provide credit card information, a minimum $1000 Security Depositwill be required before keys can be issued.

All clients under the age of 21 years old, must be accompanied by a parent/guardian/individual over the age of 21 years old.

Please contact our office should you require any further clarification.

OFFICE LOCATION     BROWN & Cō REALTY

Address                                       70 Noosa Drive, Noosa Heads 4562

Phone      07 5357 6891

Email                                            [email protected]

CHECK IN / OUT TIMES       

CHECK IN TIME:             3.00 pm

CHECK OUT TIME:         10.00 am

NB: late checks outs are charged at a full day rate

PAYMENT

Upon Booking (within 48 hours of booking your accommodation) the following is required to be paid :

DEPOSIT              of 50% of the total accommodation costs = Deposit

 BALANCE            of  the booking is payable 30 days prior to arrival date = Balance

Exception: Balance of all outstanding monies is due thirty (30) days prior to your arrival, with the exception of Peak Season Bookings (1st November to January 31st), where the balance is due on or before 1st November.

A Security Deposit of $1000 (minimum – depending on the property) is payable 30 days prior to arrival

Prior to check in you will be required to provide your current Credit Card details. This can be used at Brown & Co’s discretion for any breach of the Terms & Conditions set out below ie: extra guests, damage of any sort to the property or its belongings, additional cleaning, foul smells, noise complaints resulting in loss of booking/rental income, lost keys/remotes, call out fee for access, after hours call out fee, extra rubbish removal or cancellations administration fees.

If you do not pay the remaining balance by the due date, your booking may be cancelled, and you will forfeit the deposit paid at the time of booking and will also be required to pay any applicable monies in accordance with re-letting the property.

If you do not pay the Security Deposit by the due date, your booking may be cancelled and will also be required to pay any costs applicable with re-letting the property.   We accept Visa , Mastercard and AMEX . Booking/processing fee of 3.3% incl GST plus merchant processing & admin fee applies of 1.9%.

CANCELLATIONS OR CHANGES TO BOOKING

If your cancel your booking at least 30 days prior to your arrival, then the booking can be refunded MINUS a $500 + GST fee (Admin Fee).

Bookings cancelled within the Peak Holiday Period between 1st November to January 31st, are non refundable. 

If you cancel your booking with less than 30 days’ notice from check in, then a refund can only be provided if the property can be re-booked (at the same value & for the same dates) with any additional marketing costs payable by you. If the property is rebooked, then a refund will be provided minus the $500 + GST – Admin Fee. Please note all credit card charges relating to the booking are non-refundable.

Should you change your mind or simply not ‘want / like’ the property or choose not to use the property once all fees have been paid – no money will be refunded.

The above Cancellation Policy also applies to any sickness  related travel   issues

Brown & Co strongly recommend you take out travel insurance for your upcoming trip.

DIRECT BOOKING PROCESS & CANCELLATION REQUESTS

PAYMENT TERMS & TIMING 

50% deposit (called Deposit # 1) is due within 48 hours of the enquiry to secure the booking and block all calendars / portals.

The Balance 50% rent (called Balance) is due 30 days prior to check-in (if the booking is less than 30 days out from check-in, then the full rent amount is due immediately).

Exception: Balance of all outstanding monies is due thirty (30) days prior to your arrival, with the exception of Peak Season Bookings (1st November to January 31st), where the balance is due on or before 1st November.

CANCELLATION REQUESTS

CANCELLED BOOKINGS – REFUNDABLE WITH 30 + DAYS NOTICE 

If the booking is cancelled or moved (refer to Clause 6 above) and the Agent is provided with a least 30 days’ notice, then the booking can be refunded MINUS a $500 + GST fee (Admin Fee). This is deducted from the deposit and retained by the Agent (NB: the booking must be cancelled with 30 + days’ notice prior to check in and placed in writing)

Please note all credit card charges relating to the booking are non-refundable.

CANCELLED BOOKINGS – WITH LESS THAN 30 DAYS NOTICE (under):

If the booking is cancelled with less than 30 days’ notice from check in, then a refund can only be provided if the property can be re-booked (at the same value & for the same dates)- if re booked, then a refund is provided minus the $500 + GST – Admin Fee.

If the property cannot be re-booked (under Clause 2 condition above), then 100% of the rent is retained by the Agent / Host and is Non-Refundable (Full Rent).

Please note all credit card charges relating to the booking are non-refundable.

DATE CHANGES

Brown & Cō may allow (subject to owner approval) dates to be moved ONCE (with a minimum of 30 days’ notice)

Should you choose to move your dates (not cancel) the Agent will retain an Admin Fee of $250 as a “Change Fee” and the balance of any rent will be held in trust & allocated to the new booking / dates

Dates Changes are only allowed ONCE and must be for the same property (bookings are not transferable to other Brown & Cō properties), are subject to availability & valid for 6 months from the original booking.   

PORTALS BOOKINGS

For bookings via a 3rd party booking platforms (e.g. AirBNB, Homeaway / VRBO / Stayz or others), please refer to the booking terms stated on the platform and submit a cancellation request via the platform.

NOOSA LOCAL LAWS

All bookings / guests must comply with relevant local laws as set out by the relevant Council / Shire as below:

Noosa Shire – Code of Conduct for Guest Behaviour (as at July 2022)

Administration Subordinate Local Law (No. 1) 2015 – Schedule 21A Operation of short stay letting or home hosted accommodation. 

(i)         Each vehicle used by an occupant of the premises must—

(A)        be stored in a manner that does not cause a nuisance or inconvenience to adjoining premises; and

(B)       be parked within the parking facilities at the premises.

(ii)        Each occupant of the premises who enters, uses, or occupies the premises, including any outdoor area of the premises, for example, an outdoor entertainment area, deck, balcony, swimming pool or spa, must not—

(A)        detrimentally affect the residential amenity (including but not limited to noise, overlooking or light spill) enjoyed by residents adjoining, or in the vicinity of, the premises; or

(B)       cause a nuisance (including a noise nuisance); or

(C)       display unacceptable behaviour, for example—

loud aggressive behaviour;

yelling, screaming, arguing;

excessively loud cheering, clapping or singing; or

(D)       create a level of noise which is in excess of the acceptable levels described by Queensland Government legislation for environmental protection (noise).

(iii)       An occupant of the premises must not sleep or camp on the premises in a tent, caravan, campervan or similar facility.

(iv)       Pets occupying the premises must be managed and not cause a nuisance (including a noise nuisance);

(v)        Each occupant of the premises must store general waste (including the separation of recyclable waste) produced as a result of the ordinary use or occupation of the premises in a waste container;

(vi)       Each occupant of the premises must ensure that the premises, including the grounds of the premises, are kept in a safe and tidy condition.

SMOKING

All holiday accommodation properties are Smoke Free, without exception.

KEYS / REMOTE CONTROLS

Upon full payment of your accommodation, keys (and remote controls if applicable) are to be collected from the property after 3pm on your arrival date (unless prior arrangement has been made).

All guests are responsible for the safekeeping of accommodation keys/remote controls and call out fees of $200 are payable if access is required after hours.  Should keys / remote be lost, a replacement fee $200 per set (remote controls $300 per remote) will be charged without exception.

All keys/remote controls are to be returned to the key safe by no later than 10.00am on your departure date.  Late checkouts will be charged at full daily rental without exception.

NUMBER OF OCCUPANTS (refer local laws)

Unless otherwise previously agreed, all holiday accommodation must only be used for private, residential usage and to accommodate the number of guests stated on your Booking Confirmation.  No functions or parties may be conducted at the Property under any circumstances.  Exceeding the stated number of guests (on the booking form) will result in a termination of your Booking and you being required to vacate the holiday accommodation immediately without refund.    Additional caravans, motor vehicles, motorcycles and the erection of tents are strictly prohibited on the property.

LINEN & CLEANING ITEMS

Please note that bed linen and towels will be provided.  Any damaged or lost linen / towels will be charged back to theguest.

Whilst some holiday accommodation properties have small quantities of washing powder, detergents, soap and toilet paper, you may need to consider purchasing additional supplies depending upon your length of stay.

CLEANING (refer local laws)

All bookings are accepted on the basis that all holiday occupants will treat the property with the same respect as their own home.  The accommodation must be left in a respectful condition upon check out.

Should any “unreasonable” additional post-stay cleaning be required then cleaning fees will be charged at $50 per hour (hours dependent on level of clean required after assessment and rates can be higher if check out is on weekends) and expenses will be debited to your Credit Card without further notice.

Should you stay longer than 7 days, then a 2nd clean may be arranged (at guest request – not automatic) at a minimum 3 hours $150 (weekday rate) – quote upon request.  If linen changeover is also required, then additional fees also apply (as they are hired) – approx $40 per bedroom.

If a pool or spa is provided at your property and it is left with excess sand or dirt then $200 will be immediately deducted from the bond.

RUBBISH (refer local laws)

Please comply with local Rubbish Removal for your location.  The household or apartment rubbish bins are collected weekly.

If required (in your Welcome Manual), bins should be placed on the nature strip (by 6am) with the wheels facing your property the night before your collection day.  All household waste should be bagged to prevent spillage during collection.  Should bins NOT be put out or extra rubbish be required to be removed a minimum fee of $80 incl GST will apply – depending on the amount of rubbish it could be more.

NOISE / NUISANCE (refer local laws)

Additional charges or immediate termination may apply in the event of unnecessary or excessive noise nuisance or disturbance caused to neighbouring properties during your occupancy.

Brown & Cō has the absolute and sole discretion to cancel your occupancy in the event that your (or your guests) actions or behaviour compromise the safety and/or quiet enjoyment of neighbouring properties or others.

You are fully responsible and liable for payment of all charges incurred, irrespective of such cancellation, together with any financial loss suffered by the Property Owner and/or Agent, to be debited to your credit card without further notice.

PETS

Unless specifically stated as being pet friendly, no pets are allowed either onto the grounds of the Property, nor inside the holiday accommodation under any circumstances.  The Property Owner/ Agent is not responsible for the confinement of your pet.  Any pets found in holiday accommodation properties will result in a termination of your booking and additional cleaning charges (minimum $200 pet deposit) will be debited to your Credit Card if this occurs.

POOL / SPA

Should your property contain a spa or pool – please note there is strictly no glass allowed near the pool / spa.   Guestsmust practice safe pool behaviour and no alcohol or intoxicated people are to use the pool / spa.  Children must be supervised at all times and guests swim at their own risk.

DAMAGE

Whilst you are in occupation, you are fully responsible for all breakages and damage caused to the Property, its furniture, fittings, or any consequent loss suffered by the Property Owner/Agent.  Any such breakages, left-over odours (in the furniture, drapes, or carpet), damage or loss must be reported IMMEDIATELY to the Agent and either replaced to the satisfaction of the Property Owner/Agent, or paid for prior to departure.  Failure to comply with this condition will result in a debit of any such costs and expenses to your Credit Card without further notice.

REPAIRS

All repair and/or service personnel are entitled to enter the Property for the purposes of conducting any repair, service or maintenance deemed necessary by the Property Owner/Agent.

PERSONAL PROPERTY

Please remember to take your personal property and belongings with you upon your departure as the Property Owner/Agent accepts no responsibility for any such items left behind.

TELEPHONE / INTERNET SERVICES

Unless otherwise stated, telephone is not available to the holiday accommodation. Internet IS provided.

SALE INSPECTIONS

If the holiday accommodation is currently listed for sale, the Agent may conduct inspections with prospective purchasers upon reasonable notice and at a mutually convenient time.

AFTER HOURS ASSISTANCE  (refer local laws)

For Emergencies Please Call 000

000 is your first point of contact (fire, flood, medical or criminal)

Then these must also be reported to Brown & Co (secondary point of contact)

BUSINESS HOURS

The Brown & Co office is open Monday to Friday from 9am – 5pm. During such time, the most effective way to communicate any maintenance issues is via phone or email as these messages are monitored by the entire Brown & Co team during business hours.

AFTER HOURS

For urgent after-hours property assistance, please call  07 5357 6891– this number is monitored 24/7 so leave a detailed message and this will be actioned ASAP.   

After Hours Emergencies / Urgent Issues are considered as follows:

• ACCESS (LOCKED OUT OR LOST KEYS – fees apply)

• WATER

• GAS

• POWER

• LEAK

An after-hours call out fee (for physical call outs) applies of $500 in these circumstances.

SECURITY DEPOSIT

Security deposits will be refunded in full within 14 days should there be no damage to the property, its furniture or fit out.  Should damage occur, this will be deducted from the Security deposit (if the damage equates to more than the actual security depositor the security deposit has been returned, then the extra/balance will be deducted from your Credit Card with no further notice).

BOOKING ADMIN FEE & CREDIT PROCESSING FEES

All bookings are subject to an Admin / Booking Fee, and this varies from property to property (from $150 – $500).

All bookings that chose to use credit card, will be processed by an external 3rd party payment processor and a processing fee of 3.3% incl GST is charged to the guest. .  AIRBNB bookings pay direct via their portal and Brown & Co are not privy to their guest payment processing fees.

DISCLAIMER

I/We hereby acknowledge that I / we will comply with the Terms & Conditions set out in this document and that the Property Owner and Agent will not be held responsible nor liable for:

• Any injury or loss suffered by the occupants, their invitees or guests whatsoever or howsoever caused whilst I/we are in occupancy of the holiday accommodation.

• Any injury or loss suffered by the occupants, their invitees or guests whatsoever or howsoever caused due to negligence on my/our/their part.

• Any injury or loss suffered by the occupants, their invitees or guests whatsoever or howsoever caused as a result of insects or wildlife in or around the holiday accommodation site. All occupants are to take specific care at all times within this rural area and requested not to approach any such wildlife under any circumstances.

• Any natural disaster ie flood, fire or terrorism resulting in loss of accommodation, evacuation or evacuation costs, relocation fees or re-housing fees

• Natural disasters, acts of God, large-scale outages of essential utilities, volcanic eruptions, tsunamis and other severe and abnormal weather events.

• Any state or country emergency / disaster or worldwide pandemics such as COVID and the consequences of such issues

• Any cancelled bookings, loss of rent or travel restrictions, border limitations or cancellations.

• Government travel restrictions – Travel restrictions imposed by a governmental agency that prevent or prohibit travelling to stay at or return from the location.

• Any noise, disturbance or inconvenience caused as a result of renovation/building/road works being carried out in or near the vicinity of the holiday accommodation (the agent is not required to know and advise tenant of any Noosa Shire’ building activity).

• The standard of any privately-owned holiday accommodation cleanliness, furnishings and fittings.

• changes in furnishings or imagery as presented on advertised portals.

TRAVEL INSURANCE

Please obtain travel insurance to cover any cancellations, booking changes or incidents.

Changes / cancellations are not the host’s financial responsibility.

It is hereby agreed that Brown & Cō Realty provides holiday accommodation booking services only for and on behalf of the Property Owner.  Any property descriptions or advertising materials are to be viewed as a general guide only.

The Agent or its representatives will not be held responsible or liable for any deficiency in the holiday accommodation or its cleanliness/furniture/fittings.

Guests are recommended to view their property online prior to booking to avoid disappointment.

The Property Owners reserve the right to cancel any holiday accommodation bookings at any time, and in this event, all reasonable endeavours will be used to offer you alternative holiday accommodation but without liability.

Legal entities but not limited that the above Terms and conditions cover:  

Alloggio Management Pty Ltd - ABN 93 701 872 338 – 840 Hunter Street, Newcastle, NSW 2300 Australia