BOOKING TERMS AND CONDITIONS
PART A: UNIVERSAL TERMS.
1. LEGAL STATUS AND LICENSING
2. CORE BOOKING TERMS
3. PAYMENT STRUCTURE
4. ARRIVAL AND DEPARTURE PROCEDURES
5. PROPERTY USE AND BEHAVIOUR
6. LIABILITY AND INSURANCE
7. CANCELLATION POLICY
8. MODIFICATIONS AND UPDATES
9. COMPLAINTS MANAGEMENT AND ENFORCEMENT
PART B: BUSINESS UNIT SPECIFIC TERMS
PART C. GEOGRAPHIC REQUIREMENTS
BOOKING TERMS AND CONDITIONS
PART A: UNIVERSAL TERMS
1.1 Application of Terms
These Terms and Conditions ("Terms"), together with our Privacy Policy, govern the relationship between:
Alloggio Management Pty Limited
ACN 618 814 556 as trustee of the Alloggio Management Unit Trust (ABN 93 701 872 338) (“Alloggio Management”, “we”, “our”, “us”) and any individual who uses this website or books accommodation through our services (“Guest” or “you”).
1.2 Definition of Entities
For the purposes of these Terms and Conditions, the following entities are referenced as follows:
● Alloggio Management:
Refers to Alloggio Management Pty Ltd ACN 618 814 556. This company is wholly owned by Alloggio Group Ltd ABN 64 645 582 225
●
● Trova Pty Ltd (ABN 23 358 558 265)
This company is wholly owned by Alloggio Group Ltd ABN 64 645 582 225
● Great Ocean Accommodation Centre Pty Ltd:
Refers to Alloggio Management Pty Ltd ABN 23 358 265.
This company is wholly owned by Alloggio Management Pty Ltd ATF Alloggio Management Unit Trust.
● Gold Coast Rental Properties Pty Ltd:
Refers to Alloggio Management Pty Ltd ABN 23 358 265.
This company (ACN 089 729 322, ABN 33 089 729 322) is wholly owned by Alloggio Management Pty Ltd ATF Alloggio Management Unit Trust.
● A Perfect Stay Pty Ltd:
Refers to Alloggio Management Pty Ltd ABN 23 358 265.
This company is wholly owned by Alloggio Management Pty Ltd ATF Alloggio Management Unit Trust.
● Boutique Stay Pty Ltd:
Refers to Alloggio Management Pty Ltd ABN 23 358 265.
This company is wholly owned by Alloggio Management Pty Ltd ATF Alloggio Management Unit Trust.
● Alloggio Management (NZ) Ltd:
Refers to Alloggio Management (NZ) Ltd (NZ Company Number 8964883, NZBN 9429051673611).
This company is wholly owned by Alloggio Management Pty Ltd ATF Alloggio Management Unit Trust.
1.2 Role of Alloggio
Alloggio Management acts under a corporate licensed real estate agency and an authorised agent for property owners. The rental agreement is solely between the Property owner and the Guest.
1.3 Property Ownership and Use
All properties under Alloggio Management are privately owned, self-contained, and not serviced. Guests receive a limited, revocable licence to occupy the property, which does not constitute a residential tenancy agreement.
1.4 Subsidiary Business Unit Terms
Additional terms may apply to specific brands or business units under Alloggio Management. These terms must be adhered to alongside these universal Terms.
1.5 Change of Address Disclaimer
Our business may update its office location from time to time. While we take reasonable steps to ensure that our contact details are kept current, some references (including but not limited to ABN registration records, third-party platforms, or cached web pages) may continue to display previous office addresses associated with our trading name or Australian Business Number (ABN).
We accept no responsibility for any communications or correspondence sent to outdated addresses. Customers and partners are encouraged to verify our current contact details by contacting us directly.
Summary:
● The Terms govern the relationship between Alloggio Management and Guests.
● The rental agreement is between the Property owner and the Guest.
● Properties are self-contained and un-serviced.
● Guests receive a licence to occupy, not a tenancy agreement.
● Additional terms may apply to specific business units.
2. CORE BOOKING TERMS
2.1 Booking Requirements
By booking a property, you agree to comply with all relevant Country, Federal, State Legislation and Local Laws. The primary Guest must:
● Be at least 18 years old.
● Provide a valid credit/debit card for security.
● Upload government-issued photo ID for verification.
● Be an occupant of the property for the full duration of the stay.
All other occupants (co-guests) must be family members, friends, or other responsible adults or be accompanied by a parent or legal guardian.
2.2 Guest Information
The Principal Guest is responsible for all Co-Guests and enters into the Booking Agreement on their behalf. However, a full guest list is required for all occupants staying at the property. This includes:
● Full names of all adult guests
● Approximate ages
● A mobile contact number
● For children, only first names and approximate ages are required
This information is required for insurance coverage and emergency purposes.
2.3 Use of Property
● The Property is a private dwelling and is for residential use only.
● Some properties may not be suitable for children or individuals with mobility impairments
● Guests are responsible for reviewing the property description and contacting us with any questions prior to booking.
● Reservations will not be refunded if the property is found to be unsuitable for your needs upon arrival.
● The number of occupants must not exceed the advertised maximum.
● Guests in strata or community-titled properties must comply with all building rules.
● The New Zealand Consumer Guarantees Act 1993 does not apply if the property is used for business purposes.
2.4 Medical Conditions and Special Requirements
● The guest must inform us in writing at the time of booking of any medical or physical conditions affecting them or anyone included in the booking.
● This includes conditions requiring ongoing treatment and/or continuous access to power.
● For last-minute bookings, the guest must call our office before it closes to disclose this information.
● Whilst our telephony team is available 24/7, our property management team operates during normal business hours and must be notified before their office closes.
● Office opening and closing times vary by region and can be found on the relevant local business unit’s website.
● Failure to disclose such medical conditions releases us from any responsibility should related issues arise during the stay.
● All special requirements must be communicated during business hours to allow adequate time for us to take appropriate action.
2.5 Third Party Services
If you engage third party services during your stay (e.g., caterers, beauticians, massage therapists), you must ensure:
● They comply with these Terms and Conditions.
● They hold appropriate Public Liability Insurance to protect all parties involved.
Please note:
● The property owner, Alloggio Management Pty Limited (The Agent) and authorised housekeepers accept no responsibility for any issues arising from third party involvement.
2.6 Schoolies Bookings
A Schoolies Booking refers to any reservation made wholly or primarily in connection with school leaver celebrations, regardless of whether:
● The booking is made by a school leaver directly; or
● The booking is made by a third party (e.g. a parent or guardian) on behalf of a group of school leavers.
This includes but is not limited to groups where the majority of guests are under 19 years of age and the purpose of travel aligns with typical Schoolies activities.
Disclosure Requirements
Guests must provide full and accurate information about:
● The age range and composition of their group;
● The purpose of their travel; and
● Any potential affiliation with Schoolies Week or school leaver events.
Right to Cancel Unauthorised Schoolies Bookings
Failure to disclose this information during the booking process is considered a material breach of these Terms and Conditions.
We reserve the right to cancel any booking we believe to be an unauthorised Schoolies Booking, based on:
● The age and makeup of the guest group;
● Information gathered through the booking or guest enquiry process;
● Lack of transparency or failure to respond to reasonable requests for additional information.
If we identify an unauthorised Schoolies Booking:
● The booking may be cancelled prior to arrival;
● A refund may be withheld in accordance with our standard cancellation policy;
● If the guests are already in residence, they may be evicted immediately and without refund.
Prohibited Areas
In some regions, including but not limited to Noosa Shire, Schoolies Bookings are strictly prohibited under local council regulations and community compliance obligations.
In these areas:
● Any booking found to be a Schoolies Booking will be cancelled immediately;
● Guests will be evicted without refund;
● No other breaches of these Terms need to occur for this action to be taken.
Policy Enforcement and Rationale
This policy exists to uphold:
● Local council laws and community standards;
● The safety and amenity of neighbouring residents; and
● The reputation and protection of the property and surrounding area.
We reserve full discretion in determining whether a booking constitutes a Schoolies Booking based on the facts available to us at any time.
These Booking Terms and Conditions are legally enforceable under Australian and New Zealand law and serve as the governing framework for all accommodation arrangements made through Alloggio Management.
Summary:
● Primary Guest Requirements:
▪ Must be at least 18 years old.
▪ Provide valid payment card and photo ID.
▪ Stay at the property for the full booking duration.
▪ Responsible for all co-guests.
● Guest Information:
▪ Full list of all occupants required (adults: full names, ages, mobile; children: first names, ages).
▪ Information needed for insurance and emergency purposes.
● Use of Property:
▪ For residential use only.
▪ Not all properties are suitable for children or those with mobility issues – guests must check suitability before booking.
▪ No refunds if the property is found unsuitable upon arrival.
▪ Occupant numbers must not exceed the advertised maximum.
▪ Guests must follow strata or community rules where applicable.
▪ NZ Bookings: Consumer Guarantees Act does not apply for business-use stays.
● Medical Conditions & Special Requirements:
▪ Must be disclosed in writing at time of booking or via phone for last-minute bookings.
▪ Includes conditions requiring treatment or power access.
▪ Disclosure must occur during business hours; property teams are not 24/7.
▪ Failure to inform releases liability for related issues.
● Third Party Services:
▪ Guests must ensure third parties (e.g., caterers, massage therapists) have Public Liability Insurance and comply with booking terms.
▪ Agent, owner, and cleaners are not liable for third-party services.
3. PAYMENT STRUCTURE
3.1 Referral and Incentive Arrangements
Alloggio Management Pty Limited (The Agent) may receive commissions, referral fees, and other incentives related to bookings.
3.2 Rates and Payment Schedule
Rates and Currency
All rates advertised on our websites are stated in the local currency of the property’s location. Prices include applicable taxes where relevant, unless otherwise specified. We reserve the right to adjust rates to reflect changes in tax legislation, currency exchange rates, or other regulatory requirements.
● Rates are charged per dwelling (property), per night, based on the standard occupancy for the property.
● A deposit of 50% of the total tariff plus an administration fee is required to confirm the booking, or full payment if the booking is made within 30 days of check-in.
● Bookings without payment are considered 'unconfirmed' and do not breach these Terms until payment is made.
● Balance payment is due 30 days before arrival (or 1st November for Peak Season Christmas School Holiday bookings).
● Overdue payments will be treated as a guest cancellation. If payment is not received following attempts to remind the guest, the booking will be cancelled, and all monies paid will be forfeited and are non-refundable as per the cancellation policy.
● From time to time, a promotional offer may be made allowing for a lower deposit amount. Such promotions are by exception, pre-approved, and may be restricted to specific time limits or seasonal periods.
● In the event that a property undergoes major renovation between the time of booking and the dates of the stay, accommodation rates may be subject to change. You will be notified and given the opportunity to pay the difference or request alternative accommodation within your budget. If this is not a satisfactory outcome, a refund will be processed, less bookings fees, e-merchant fees and which you agree to accept as final resolution.
● Discounts and promotions cannot be used in conjunction with other offers or promotions and are only applicable to the properties advertised.
● We do not accept payment via prepaid multi-currency cards due to daily fluctuations in currency exchange rates
3.3 Security Deposits
To safeguard our properties and ensure accountability for any damage, loss, or additional cleaning required, a security deposit is required for all bookings. The amount varies by property and will be clearly stated on the individual property listing at the time of booking. Security deposits may be collected and managed in the following ways:
● Payment Methods:
▪ A security deposit may be collected by drawing down a cash amount from a nominated credit or debit card, or
▪ By pre-authorising an amount on a credit or debit card from the date of arrival.
● Timing of Payment:
▪ Security deposits must be fully paid or successfully pre-authorised within three (1-3) days of check-in.
● Pre-authorisation Period:
▪ We reserve the right to extend or renew a pre-authorisation for up to seven (7) days after the check-out date.
● Investigation and Deductions:
▪ In the event that further investigation is required (e.g., for property damage, missing items, additional cleaning, or to obtain quotes for repairs),
we reserve the right to retain the deposit or draw down funds from the authorised card or cash deposit
for up to thirty (30) days after check-out.
● Refund Processing:
▪ Where no issues are identified, security deposits will be refunded within seven (7) business days of departure.
▪ If further investigation is necessary, we will aim to notify the guest as soon as possible.
▪ A full, partial, or no refund will be processed by 5:00pm on the thirtieth (30th) day after check-out, depending on the outcome of the investigation.
3.4 Transaction Fees
● A non-refundable transaction fee may apply to some payments. The fee amount may vary and is subject to change at our discretion or by government requirement.
● The applicable transaction fee will be displayed or communicated at the time of payment.
● This fee covers processing and administrative costs.
3.5 Property Substitution and Rate Adjustments
● On rare occasions, circumstances outside our control—such as ownership changes, extensive repairs, or removal of a property from the rental market—may arise.
● In such cases, we reserve the right to offer alternate accommodation of a similar standard, if available, at our discretion.
● You will be notified as soon as possible, and every reasonable effort will be made to ensure you are satisfied with the alternative.
● If an appropriate alternative cannot be found, a refund will be issued, less booking fee, gateway and merchant fees, which you agree to accept as final resolution.
● Where a dwelling has been booked in a resort or complex, room numbers and/or complex or house locations are not guaranteed.
● If we are unable to accept your booking request, any accommodation and booking fees already paid via third-party booking platforms (e.g., Bookabach, HomeAway, Airbnb, Booking.com) will be refunded by the respective booking site.
● Refunds will be processed through the same payment method used at the time of booking.
● We do not accept any responsibility for charges or fees applied by the booking platforms.
3.6 Dynamic Pricing and Booking Rules
● Our pricing model uses dynamic pricing strategies, meaning rates fluctuate based on demand, seasonality, and market conditions.
● Advertised rates may vary depending on the platform through which the booking is made.
● Once a quote is provided, the rate is valid for 24 hours only. After this time, it is subject to change without notice.
● The total rate displayed includes the nightly rental rate and applicable non-refundable charges such as, cleaning linen, booking, and processing fees.
● Minimum night stays and specific arrival day rules may apply to certain rates or seasonal periods to optimise occupancy and ensure compliance with local regulations.
● Once a booking is confirmed, the rate is fixed and will not be adjusted in response to rate fluctuations before or after the booking period. Guests are not entitled to a refund or rate reduction if lower rates are advertised for similar dates after their booking has been secured.
● Additional charges may apply to bookings beyond the standard terms and conditions.
● Any such charges will be clearly listed on the property’s webpage.
● These additional charges may cover services such as:
▪ Firewood and its delivery
▪ Organisation, management, and pre-inspection services
▪ Team travel time before and during your arrival
▪ Extra linen, beds, and bed-making services
▪ Provision of any of these services on weekends and/or public holidays
3.7 Taxes and Government Levies
● In some jurisdictions, additional local taxes or government levies may be charged on top of the advertised rate. These may include (but are not limited to) tourism levies, municipal fees, or region-specific charges.
● Where applicable, these charges may be:
▪ Collected by us at the time of booking and added to your final payment, or
▪ Charged separately and processed via the credit card provided for the booking, or
▪ Payable by the guest directly upon arrival, depending on the platform used to book the stay.
● Guests are responsible for reviewing and understanding the full breakdown of charges prior to confirming their booking.
● Where required, we may also issue invoices or documentation to facilitate accurate tax reporting in accordance with local laws.
● You agree to indemnify and authorise Alloggio Management Pty Limited (The Agent) to collect such levies on your behalf where applicable.
3.8 Vouchers and Credits
● Vouchers and credits are not redeemable for cash under any circumstances.
● They are non-transferable, including to other individuals, bookings, or properties.
● If a voucher or credit is issued in relation to a specific property, it is only valid for bookings at that property.
● If the property owner terminates their agreement with us and we no longer manage the marketing or bookings for that property:
▪ The voucher or credit becomes non-transferable and cannot be used with any other property.
▪ The voucher or credit is deemed a contractual arrangement between the guest and the property owner.
▪ The property owner is solely responsible for honouring the voucher or credit or offering a suitable alternative, including a cash refund if appropriate.
● Vouchers may be subject to date restrictions, depending on the reason for issue.
▪ They cannot be redeemed in conjunction with any other promotional offer.
▪ The expiry date will align with applicable consumer law and vouchers will not be redeemable after the expiry date has passed.
● Where a voucher has been used to pay in full or in part for a booking, it must be presented at check-in if keys are to be collected from a physical office location or resort.
● We accept no liability for the fulfilment, redemption, or reimbursement of such vouchers or credits once our agreement with the property owner has ended.
Summary
● 50% deposit required to confirm booking; full payment required if booked within 30 days of arrival.
● Bookings without payment are ‘unconfirmed’ and not in breach of Terms.
● Balance due 30 days before arrival (or 1st November for Peak Christmas School Holiday Season).
● Overdue payments result in cancellation and forfeiture of monies paid.
● Security deposits are required, vary by property, and may be held for up to 30 days post-departure.
● A non-refundable transaction fee may apply to some payments.
● Properties may be substituted if unavailable; a refund will be issued, less booking fee, gateway and merchant fees, provided if no suitable alternative is found.
● Rates fluctuate based on demand, seasonality, and platform.
● Quoted rates are valid for 24 hours only.
● The total rate includes non-refundable charges (e.g., booking administration and processing fees).
● Minimum night stays and specific arrival days may apply to certain bookings.
4. ARRIVAL AND DEPARTURE PROCEDURES
4.1 Check-In Requirements
● A government-issued photo ID matching the booking name is required.
● A credit or debit card in the primary guest’s name is required as surety.
● Virtual check-in is mandatory:
▪ Must be completed 48 hours prior to arrival or, for same-day arrivals, within 10 minutes of booking confirmation
▪ Late virtual check-in submissions may result in access delays, which will not be compensated.
● Guest details, including names, ages, and contact numbers (for all adults) must be provided.
● No access will be granted to any guest with an outstanding balance.
● If a guest fails to pay the balance of their booking and/or does not provide the required identification for check-in, and
● If keys are to be collected from an office and the guest arrives after the office has closed,
● The guest will need to make alternative accommodation arrangements for that night at their own expense.
● Check-in may only proceed during normal office hours the following day.
● No refund or credit will be provided in these circumstances.
Check-in and Check-out Times
● Check-in from 3 PM, check-out by 10 AM.
● These times may be adjusted, and no refund or credit will be provided if changed after booking.
● We cannot guarantee the property will be ready at the exact check-in time. While we endeavour to have it ready, unforeseen delays may occur.
● If keys are to be collected from an office and you plan to arrive outside advertised office hours, you must notify us in writing in advance.
● If you expect to arrive after the office has closed, you must also call our office no later than ten (10) minutes before close of business on the day of arrival. Alternate key collection arrangements may be required and may incur an additional fee.
● No show guests are responsible for the total accommodation for the full period of their booking. No refunds will be applicable.
Early Check-in Options
● A complimentary one-hour early check-in may be offered if the property is ready, but this is not guaranteed.
● Early check-in requests will not be considered until the night before arrival.
● If no early check-in message is received by 5 PM the night before arrival, the standard check-in time applies.
● If keys are collected in person at an on-site location (e.g., STRATA complex) or a local business unit office, early check-in arrangements may differ and will be outlined in the arrival instructions.
● The only way to guarantee early or late check-in/check-out is to book and pay for the additional night. Discounted rates may be available on request.
Issue Reporting & Support
● Any issues before, during, or after your stay must be reported to Guest Services via the contact telephone number provided in your Access and Arrivals Email and/or our Complaints Policy.
● Our Guest Services telephony team are available 24/7 to resolve or escalate concerns.
● No compensation will be considered unless the issue is reported during the stay and we have been given the opportunity to address it.
● All inbound and outbound calls are recorded.
Safety Requirements
● Emergency Exits: Familiarise yourself with the location of emergency exits upon arrival.
● Fire Safety Equipment: Note the locations of fire extinguishers and smoke alarms.
● Pool Safety: Adhere to posted pool safety guidelines and supervise children at all times.
● Balcony Safety: Ensure children are supervised at all times and do not climb on furniture or railings.
● Occupancy Limits: Observe the maximum occupancy limits specified for the property.
● Emergency Contacts: Keep emergency contact numbers accessible during your stay.
● Report Safety Concerns: Report any safety hazards or concerns to Guest Services immediately.
4.2 Cleanliness
Cleanliness Concerns Upon Arrival
● If dissatisfied with the property's cleanliness, contact Guest Services within 30 minutes of arrival.
● Before arranging a recall clean, photographic evidence may be required to support the claim.
● These images will be reviewed against the cleaner’s changeover report and photos.
● If the property is deemed to meet acceptable cleanliness standards, a call-out fee may be charged.
● Every effort is made to ensure a property is left in a suitably clean, neat and tidy condition prior to a guests' arrival.
Departure Clean & Excess Cleaning Charges
● A standard departure clean is included in the tariff.
● It is expected the guest will leave the property in a similar standard to how it was found on "Check In".
● If the property is left in an unsuitable condition, additional cleaning charges will apply.
● Any additional cleaning charges will be deducted from the credit card on file, which serves as surety for damages and claims.
4.3 Linen & Bedding
4.3.1 Linen Provided vs. Linen Not Provided
Each property listing clearly states whether Linen is Provided or Linen is Not Provided – Hire Available.
● Linen Provided
If the listing states Linen Provided, all bed and bathroom linen will be supplied. Guests are only required to bring their own beach towels.
● Linen Not Provided – Hire Available
If the listing states Linen Not Provided – Hire Available, guests must bring the following items:
▪ Sheets (top and bottom/fitted)
▪ Pillowcases
▪ Towels
▪ Bathmats
▪ Hand towels
▪ Face washers
▪ Tea towels
● Doonas (with covers) and pillows are supplied by default. If you would prefer not to bring your own linen, a hire service is available. Please contact our office well in advance of your arrival to arrange this.
4.3.2 Optional Linen Hire and Bed-Making Service
An optional linen hire and bed-making service is available at an additional charge per bed. Guests may choose to have all beds made or select specific beds for this service.
To secure this service:
● Requests must be made with substantial notice, ideally at least 7 days prior to arrival.
● Requests made less than 7 days prior will not be accepted.
4.3.3 Linen Hire Service Inclusions
The optional linen hire service includes:
● Hotel-quality sheets and pillowcases
● Bath towels, hand towels, and bathmats
4.3.4 Extra Bedding
If the property includes extra bedding options such as a trundle or sofa bed (as outlined in the property description), use of these incurs an additional fee GST per stay. These must also be requested at least 7 days prior to arrival.
4.3.5 Mid-Stay Cleans
Some properties offer a mid-stay cleaning service for bookings of 10 nights or more.
Additional cleaning services can also be arranged upon request, subject to availability.
Charges apply for all mid-stay and additional cleaning services.
4.5 Check-out Requirements
Check-out Time
● Strictly by 10:00 AM, unless a pre-approved late check-out is arranged.
● Unauthorised late departures may result in additional charges.
● Fees for late check-outs will be proportional to:
▪ Extra cleaning costs due to delays.
▪ Full day rate charges if incoming guests are affected.
● There will be no refunds for early departures.
Property Security and Liability
● Guests are responsible for ensuring the property is secure at all times during their stay.
● Before leaving the property or when it is unattended, all doors and windows must be securely closed and locked to prevent theft or damage.
● If a security system is provided, follow instructions in the Guest Compendium to activate on departure
● Upon departure, guests must:
▪ Ensure all windows and doors are securely locked.
▪ Return all keys and remotes to their designated locations.
▪ Turn off air conditioning, heaters, and lights.
● If the property has a key safe, guests must use it during their stay for added security.
● If guests are unable to secure the property for any reason, they must contact Guest Services or the host immediately using the number provided in the arrival instructions.
● Guests are advised to take reasonable precautions to safeguard their personal belongings. We do not accept responsibility for any loss of guest property during or after the stay.
● Guests must not tamper with or disable any locks, alarms, or other security features provided at the property.
● Guests are to immediately inform Guest Services of any suspicious activity observed during their stay
Rubbish Removal
● All rubbish, food, and pet waste must be removed and placed in external bins provided.
● The bins will be empty at the start of your stay and are intended to accommodate a standard amount of waste generated during your booking. If, during your stay, the bins reach full capacity, guests are responsible for removing any excess rubbish and disposing of it offsite.
● Failure to remove excess rubbish may result in additional disposal fees.
Cleaning & Property Care Responsibilities
● Crockery, cutlery, and kitchenware must be cleaned and returned to their original places.
● Furniture must be restored to its original positions.
● The property must be left in a similar condition to arrival.
● Excessive mess requiring additional cleaning will incur extra charges.
● Damages, breakages, and missing items are the guest’s responsibility.
● Furniture should not be moved; a fee may be charged if furniture is relocated.
BBQ Cleaning
● A $50 cleaning fee applies if the BBQ is left unclean.
● Guests can clean the BBQ to avoid the charge.
Summary
● Virtual check-in is required 48 hours before arrival.
● No access will be granted with an outstanding balance.
● Early check-in is not guaranteed and confirmed only the night before.
● Check-out is strictly by 10:00 AM unless a pre-approved late check-out is arranged. Unauthorised late departures may incur charges based on extra cleaning or disruption to incoming guests.
● Property security must be maintained at all times:
● All windows and doors must be locked when the property is unattended, or All windows and doors must be locked when the property is unattended or upon check-out.
● If provided, the security system must be activated as per the Guest Compendium.
● Guests must use the key safe during their stay and notify us immediately if unable to secure the property.
● Guests must not tamper with or disable any locks or security features.
● Report any suspicious activity to Guest Services.
● Any loss or damage due to failure to secure the property is the guest’s responsibility.
● We are not liable for loss of personal belongings during or after the stay.
● Noise violations may result in eviction without refund.
● Lost keys and lockouts may incur additional charges.
● Linen hire and bed-making services are available at an extra charge.
● Guests must clean BBQs or incur a $50 cleaning fee.
● All rubbish, food, and pet waste must be removed and disposed of in the external bins provided. Excess rubbish must be taken offsite, or disposal fees will apply.
● Crockery, cutlery, and kitchenware must be cleaned and returned to original places. Furniture should be returned to original positions.
● Excessive mess or unreported damages, breakages, or missing items will result in extra charges deducted from the credit card on file.
● Furniture should not be moved; a fee may be charged if relocated.
5. PROPERTY USE AND BEHAVIOUR
5.1 Criminal Activity
● The use of the property for any criminal activity is strictly prohibited, including misuse of the internet.
● Guests engaging in illegal behaviour may face fines, eviction, and police investigation.
● We will cooperate fully with authorities where required.
Security Cameras:
● Some properties may have external security cameras installed to enhance guest and property security.
● Cameras are positioned to monitor entry points only and are not placed in private areas such as bedrooms or bathrooms.
● These cameras do not infringe on guest privacy and are used solely for security purposes.
● Footage is handled in accordance with applicable privacy laws.
5.2 Electric Vehicle Charging
● EV charging is not permitted unless the property has a dedicated EV charging station.
● Improper charging poses a fire risk and may void insurance; guests may be held liable.
● Contact our team for information on the nearest charging stations.
5.3 Equipment and Services
● No liability is accepted for outages of water, electricity, gas, or internet.
● Guests must report any equipment failures or issues to Guest Services promptly.
● Non-emergency issues will be addressed at our discretion during or after the stay.
● In the event of an equipment or service outage that presents a health or safety risk—particularly for guests with mobility impairments—we will take all reasonable steps to assist, including helping the guest relocate to suitable alternative accommodation for the duration of the outage, if required.
● For properties on tank water with no public town supply, washing cars, boats, jet skis, kayaks etc. is not permitted without prior approval. Additional charges may apply.
Cooling and Heating:
● Guests must use air-conditioning and heating systems responsibly.
● During extreme heat, air conditioners may only reduce indoor temperatures by 8–10°C below the outdoor temperature—this is not considered a fault.
● Set systems between 22–24°C for optimal comfort and energy efficiency.
● Use timer and energy-saving functions where available.
● Keep vents and units unobstructed for effective operation.
● Report any issues (e.g., unusual noise, odour, or weak airflow) to Guest Services
Pool/Spa Usage (Where Applicable):
● Operating hours: 6:00 AM to 9:00 PM (unless otherwise specified)
● No glass items permitted in the pool area
● Guests must shower before entering
● Food consumption is prohibited in the pool area
● Adult supervision is required for children
● Guests must follow all posted safety instructions
● Diving is strictly prohibited
Callouts:
● Guests will be charged if an issue is caused by misuse, guest-owned equipment, or failure to follow instructions.
● Charges include the service provider’s invoice and a $100 administration fee.
● No liability is accepted for outages of water, electricity, gas, or internet.
● Guests must report any equipment failures or issues to Guest Services promptly.
● Non-emergency issues will be addressed at our discretion during or after the stay.
● No refunds or compensation are provided for short term service failures.
5.4 Guest Personal Property
● Guests are responsible for their belongings during their stay.
● Lock premises and vehicles when unattended.
● Left items can be returned if guests provide a prepaid satchel or collect them in person.
● An administration fee applies to process lost property returns. Check Lost Property Policy for details.
● Items unclaimed after 30 days will be donated to charity.
● No liability is accepted for guest property loss due to natural events.
5.5 Internet/Wifi, TV & Streaming Services
● Internet/Wifi, TV, and streaming services are provided for general holiday use only and are not guaranteed.
● Wi-Fi may not support commercial use such as video conferencing or large file transfers.
● Unreasonable use (e.g., high-definition streaming, gaming, or large downloads) may degrade service or exceed fair usage limits.
● Excess usage of Wi-Fi may be charged and deducted from your security hold or credit card provided at time of booking.
● Some properties may provide internet access via a mobile dongle or similar device with a pre-loaded data limit. Once this allocation is exhausted, it is the guest’s responsibility to top up or arrange further access if required.
● Management will not be responsible for topping up data or restoring access once the allocation is exhausted.
● Internet/Wifi services in rural or coastal areas may be affected by local infrastructure limitations.
● High demand during peak holiday periods can impact speed, reliability, and content availability.
● Guests are encouraged to follow the troubleshooting guide in the Guest Compendium if Internet/Wifi issues occur.
● If issues persist, guests should report the outage to Guest Services, who will log the issue and escalate it to the property owner or local service provider.
● No compensation will be given for outages due to ISP faults, network congestion, or hardware failure.
● The Agent and/or Owner will make reasonable efforts to resolve Internet/Wifi issues during the guest's stay, but resolution is not guaranteed.
● Guests requiring uninterrupted service are advised to bring a mobile data backup.
● Guests must pay for any pay-per-view or on-demand streaming content.
● No refunds or compensation will be issued for disruptions or unavailable channels or services.
5.6 Local Area Considerations
● Local events, festivals, construction or roadworks may impact noise or local access.
● Guests are required to adhere to any applicable local council regulations regarding noise and occupancy.
● Seasonal variations may impact local services, including beach and bush conditions.
● Alloggio Management and property owners are not responsible for any disturbances arising from these factors, and no compensation will be provided.
5.7 Lost Keys and Lockouts
● Do not share access codes or keys with unauthorised individuals.
● Guests are responsible for the cost of replacing lost keys, remotes, or fobs.
● If keys with the property address are lost, lock replacement and key cutting will be charged.
● Lockouts during office hours may be resolved with spare keys.
● After-hours lockouts will require a locksmith or security guard at the guest’s expense.
5.8 Noise and Behaviour
● Parties, events, and large gatherings are strictly prohibited.
● Noise must be kept to a minimum, especially between 10:00 PM and 8:00 AM.
● Breaches may lead to:
▪ Eviction without refund
▪ Fines or security call-out charges
▪ Council penalties
● Guests must comply with the Good Neighbour Policy, including:
▪ Respecting neighbours and community
▪ Following parking restrictions
▪ Leaving the property in the condition it was found
Noise Monitoring:
● Some properties are equipped with noise monitoring devices to ensure compliance with local regulations.
● These devices measure decibel levels but do not record conversations or audio.
● Monitoring is in place to help maintain acceptable noise levels, especially during quiet hours.
● This system supports short-stay regulations requiring prompt management of noise complaints.
● Guest privacy is respected at all times.
5.9 Occupancy and Vehicles
● Maximum occupancy limits apply and must not be exceeded.
● No additional beds, tents, caravans, or unauthorised vehicles are allowed.
● Vehicles must be parked only in designated areas.
● Visitors are allowed, but total numbers (including guests) must not exceed the maximum occupancy.
● Functions of any sort are not permitted
● Breaching occupancy limits may result in:
▪ Fines up to $5000
▪ Registration with industry exclusion registers
▪ Negative reviews
▪ Eviction without refund
5.10 Pets
Pets are only permitted at designated pet-friendly properties and must be pre-approved prior to arrival. A surcharge of $100 per pet applies (subject to variation for longer stays). Approval is granted on a case-by-case basis and subject to the following terms:
● Eligibility & Limits: A maximum of 1 large dog or 2 small-to-medium dogs is permitted. Not all pet-friendly properties are fenced—please enquire before booking.
● Guest Responsibilities:
▪ Pets must be groomed, clean, and treated for fleas, ticks, and worms.
▪ Tick protection is strongly recommended in high-risk areas.
▪ Nails must be trimmed to prevent damage.
▪ Pets are not permitted on furniture, beds, or rugs, and must be restricted to hard floor areas.
▪ Pets must never be left unattended and must not cause excessive noise or disruption.
▪ Guests must bring their own pet bedding.
● Cleanliness & Damage:
▪ All pet waste must be bagged and disposed of in outdoor bins.
▪ Additional cleaning fees will apply if evidence of pets (hair, odour, urine, fleas, etc.) is found after departure.
▪ Any pet-related damage or extra cleaning will be deducted from the security bond and/or credit card on file.
● Environmental Considerations: Many properties are located near native wildlife. If your pet poses a risk to local animals, you must make alternative arrangements.
● Liability: Neither the Owner or Alloggio Management (The Agent) accepts no responsibility for the loss, injury, illness, or death of pets during the stay. Guests are fully liable for their pets and agree not to pursue claims (including veterinary costs) against Alloggio Management or the property owner.
● Breaches: Bringing unauthorised pets or taking pets to non-pet-friendly properties will result in:
▪ Immediate steam cleaning charges
▪ Full pet surcharge applied to the stay
▪ Possible eviction from the property
5.11 Property Care During Stay
● Guests must maintain the property in a clean and tidy condition throughout their stay.
● Kitchen and living areas should be cleaned after use, and dirty dishes should not be left out.
● Outdoor furniture must be stored when not in use, and glass is prohibited near pools or spas.
● All waste must be disposed of in the bins provided, and local recycling guidelines must be followed.
● Children must be supervised in shared or recreational areas, and all posted safety signage must be adhered to.
Maintenance and Repairs
● Guests are financially responsible for any damage, breakages, repairs, replacements, or excessive cleaning required during their stay.
● No discounts or compensation will be offered for minor faults or appliance issues.
● All maintenance issues must be reported promptly in writing, with photographs where applicable.
● Emergency issues (e.g., water leaks, gas or electrical faults, security breaches, or pool/spa malfunctions) must be reported immediately via the emergency contact provided.
● After-hours Guest Services are available for emergency issues only. Non-urgent matters should be reported via email, SMS, or the guest portal for follow-up during business hours.
● Response times may be affected by technician availability, part delays, public holidays, weekends, and/or owner approval requirements.
● Tradespeople or service providers may need to access the property during your stay for essential repairs or regular maintenance (e.g., servicing of pools, spas, heating, internet, or garden upkeep).
● While we aim to schedule routine maintenance outside of guest stays, this may not be possible during peak or back-to-back bookings. Guests will be notified in advance of any scheduled visits, where possible.
● Guests may be required to provide access to the property for maintenance. We will make every effort to minimise disruption, including offering the option to authorise our trusted tradespeople to enter the property in your absence, so you are not required to remain onsite during their visit.
5.12 Recreational Activities
● The following activities are prohibited:
▪ Motorbikes, dirt bikes, quad bikes
▪ Firearms, air rifles, fireworks
▪ Fire activities (except those installed at the property)
● A $1000 fine plus remediation costs apply for breaches.
5.13 Smoking Policy
● Smoking is strictly prohibited indoors, including balconies and shared areas.
● Guests found smoking inside will incur cleaning charges and may be evicted.
● Any fire alarm activation due to smoking will result in Fire Service fees and admin charges.
5.14 Unnecessary Callouts
● Guests will be charged for callouts resulting from:
▪ Incorrect appliance use
▪ Issues caused by guests or guest-owned equipment
▪ Ignoring instructions provided
5.15 Weather and Climate Impact
● Properties may be subject to varying weather conditions such as storms, wind, rain, and humidity.
● Guests are responsible for securing outdoor furniture, umbrellas, and other items to prevent damage during extreme weather events.
● No refunds or compensation will be issued due to weather-related disruptions or power outages.
● Any weather-related damage must be reported immediately.
5.16 Wildlife and Pest Management
● Properties located near bushland or National Parks may experience wildlife encounters (e.g., insects, snakes, kangaroos).
● All properties undergo routine pest control, but sightings may still occur.
● Guests should:
▪ Keep doors/windows closed
▪ Store food securely
▪ Avoid feeding or interacting with wildlife
● No refunds or compensation will be given for wildlife sightings.
● Pest issues should be reported with photographic evidence; cleaning services may be arranged at cost.
● Snake catcher details are available in the guest compendium.
5.17 Damage to Common Property
● Guests must not mark, paint, drill, drive nails or screws into, or otherwise damage or deface any structure forming part of the common property.
● Guests must not damage or interfere with any lawn, garden, tree, shrub, plant, or flower located on or forming part of the common property.
5.18 Special Conditions for Unique Properties
Guests must adhere to the specific guidelines relevant to the type of property they are occupying. Failure to comply with these conditions may result in penalties, eviction, or additional charges.
1. Apartment Complexes Guests staying in apartment complexes must:
● Comply with all body corporate rules and regulations.
● Use only designated parking areas and avoid unauthorised spaces.
● Adhere to communal area rules, including noise levels, waste disposal, and shared facilities.
● Refrain from moving furniture between units.
● Respect the right of other tenants to quiet enjoyment of their premises.
● Follow all security protocols, including key access and visitor policies.
2. Waterfront Properties Guests staying at waterfront properties must:
● Properly store all water equipment such as boats, kayaks, and jet skis in designated areas.
● Adhere to all marine safety regulations, including lifejacket use and boating licenses.
● Stay informed of and observe tide warnings and weather conditions.
● Secure outdoor furniture when not in use to prevent damage or loss.
● Report any water-related damage to management immediately.
● Follow all jetty, dock, and mooring guidelines, ensuring safety and proper usage.
3. Rural Properties Guests staying at rural properties must:
● Adhere to fire safety protocols, including restrictions on open flames and designated fire zones.
● Follow water usage guidelines to prevent resource depletion.
● Maintain proper care of septic systems by avoiding disposal of inappropriate items.
● Use generators only in accordance with provided instructions (if applicable).
● Be aware of local wildlife and take necessary precautions to avoid encounters.
● Consider road access conditions, particularly in adverse weather, and use appropriate vehicles when necessary.
Enforcement: Failure to adhere to these special conditions may result in enforcement actions, including warnings, fines, and potential termination of the rental agreement.
Summary
● Apartment guests must follow body corporate rules and respect communal spaces.
● Waterfront guests must adhere to marine safety guidelines and secure outdoor items.
● Rural guests must follow fire safety, water, and wildlife awareness guidelines.
● All guests must report property damage and security concerns promptly.
● Non-compliance with special conditions may result in penalties or eviction.
6. Liability and Insurance
6.1 Property Descriptions and Marketing
We take great care to describe each property accurately. However:
● Property images are for general representation purposes only and may not reflect specific features.
● Minor discrepancies in descriptions or images are not grounds for refunds or compensation.
● We are not liable for errors, omissions, or changes made by the property owner without notice.
6.2 Changes Due to Unforeseen Circumstances
If a booked property becomes unavailable due to events outside of our control:
● We will make reasonable efforts to offer suitable alternative accommodation.
● If no suitable alternative can be found, a refund of all monies paid against the booking may be offered at our discretion.
● No further compensation will be payable.
6.3 Guest Responsibility and Damage
Guests are responsible for:
● Any loss or damage caused to the property or its contents during their stay.
● Ensuring appropriate behaviour of all members of their group.
● Any associated costs for repairs, replacements, or extra cleaning required due to misuse or negligence.
6.4 Travel Insurance
We strongly recommend that guests obtain comprehensive travel insurance to cover:
● Cancellations or curtailment of stay.
● Medical emergencies or serious illness.
● Travel disruptions (e.g. flight cancellations, delays).
● Weather-related incidents such as bushfires or flooding.
● Natural disasters or other force majeure events.
6.5 Limited Liability
Alloggio Management acts as the agent on behalf of the property owner (the "Owner") in facilitating reservations. While every effort is made to ensure the property is provided as described, Alloggio Management cannot guarantee that changes made by the Owner after confirmation will not occur. Guests are advised that Alloggio's liability, and that of the Owner, is limited in the following circumstances:
● Alloggio Management does not accept liability for any alteration, amendment, or change of any kind made by the Owner to the property or its features following confirmation of the reservation.
● Neither Alloggio nor the Owner will be liable for any loss, damage, injury, expense, or inconvenience – whether direct, indirect, or consequential – suffered by the guest or any other person, arising out of, or in connection with, the letting or occupation of the property, howsoever caused.
● Liability is not excluded for death or personal injury caused by the negligence of Alloggio Management, the Owner, or their respective employees or agents, where such exclusion would be unlawful.
● Except where otherwise required under applicable consumer protection laws, Alloggio Management’s maximum liability, whether arising in contract, tort (including negligence), statute or otherwise, is limited to the total amount paid by the guest in respect of the reservation.
● Guests acknowledge that Alloggio Management is not responsible for any act or omission of the Owner or any third party, and any issue with the property should be addressed in accordance with the complaint’s procedure outlined in these Terms & Conditions.
6.6 Indemnity and Events Beyond Our Control
● Alloggio Management, and/or the property owner are not responsible for losses caused by events outside our control.
● These include, but are not limited to:
▪ Travel delays
▪ Weather events
▪ Transportation strikes
▪ Public health events (e.g. pandemics)
▪ Acts of God
● No refunds will be issued in such circumstances.
● By proceeding with your booking, you agree to indemnify and hold us harmless against such events and accept our final resolution.
6.7 Force Majeure
Neither Alloggio Management, nor the property owner shall be liable for failure to perform due to:
● Abnormal or unforeseeable circumstances beyond their reasonable control, including but not limited to:
▪ Natural disasters (floods, fire, bushfires)
▪ War, riots or terrorism
▪ Pandemics or disease outbreaks
▪ Strikes, labour shortages or transportation issues
▪ Power or energy shortages
Summary
● Property images and descriptions are indicative only. Minor discrepancies are not grounds for refunds.
● Alternative accommodation or refunds may be offered if the property becomes unavailable.
● Guests are liable for any damages caused during their stay.
● Travel insurance is strongly recommended to protect against cancellations and unexpected events.
● Alloggio Management and property owners are not liable for indirect losses, personal injury, or disruptions caused by force majeure.
● No refunds will be issued for circumstances beyond our control, including travel delays and extreme weather.
7. CANCELLATION POLICY
While no one plans to cancel a holiday, unforeseen events such as illness, injury, or personal disruption can occur. Your booking is made directly with the Property Owner, who relies on forward bookings and reasonably expects guests to have suitable travel insurance in place. As outlined in Section 6: Liabilities and Insurance, we strongly recommend arranging comprehensive travel insurance at the time of booking to protect against unexpected circumstances that may prevent travel — including illness, injury, or disruption — as financial obligations remain even if your plans must change.
7.1 Standard Policy (applies where no seasonal policy is stated)
● Cancellations received in writing by 11:59pm (AEST), 30 days prior to the Check-In Date are eligible for a full refund, less a $200 cancellation fee and any applicable transaction fees.
● Cancellations received in writing from 12:00am (AEST), 29 days prior to the Check-In Date onwards, including after the Check-In Date, are non-refundable.
Example:
If your Check-In date is 10 October, to be eligible for a refund (less fees), you must cancel no later than 11:59pm (AEST) on 10 September.
From 12:00am (AEST) on 11 September, any cancellations are non-refundable.
Peak Season Bookings (1 December – 31 January):
Peak Season applies to any booking with a Check-In Date between 1st December and 31st January (inclusive).
● Bookings during this period are strictly non-refundable, regardless of the reason for cancellation.
● Full payment for all bookings with check-in dates falling within the peak period (1 December – 31 January) must be received no later than 1 November. Failure to make full payment by this date may result in the cancellation of your booking without refund.
7.2 Early Departure
There are no refunds for early departures or shortened stays once your booking has commenced.
7.3 Third-Party Bookings
If you have booked through a third-party platform (e.g., Airbnb, Booking.com), your cancellation and refund terms are governed by that platform’s policies. Please check their terms and conditions directly.
Circumstances That Do Not Qualify for a Refund
We appreciate that life is unpredictable, but the following circumstances do not constitute grounds for a refund under our cancellation policies:
● Events that affect a guest's ability to travel, but not the property or its availability.
● Illness, injury, or accidents affecting guests or accompanying travellers.
● Government obligations, such as jury duty or court appearances.
● Travel advisories or warnings that fall short of an official government-enforced travel ban.
● Event cancellations or rescheduling, even if your trip was booked to attend the event.
● Transport disruption not caused by a covered event, such as airline insolvency, strikes, or road closures due to maintenance.
In all cases, please ensure your travel insurance policy provides coverage for these scenarios, as refunds cannot be offered outside the cancellation terms outlined above.
Summary
● Your booking is with an individual property owner, and your contract is between you and the Owner.
● Owners expect Guests to take out comprehensive travel insurance to protect against cancellation or unforeseen disruption (see Section 6: Liabilities and Insurance).
● Peak Season bookings (1 Dec – 31 Jan) are strictly non-refundable.
● All other cancellations are subject to the specific policy of the brand or property booked.
● No refunds will be provided for early departures or shortened stays.
● Bookings via third-party platforms (e.g., Airbnb, Booking.com) are subject to the platform’s own cancellation policies.
The following do not qualify for a refund:
● Events that affect the guest’s ability to travel, but not the property itself
● Illness or injury to any member of the party
● Government obligations (e.g., jury duty, court appearances)
● Travel advisories or government guidance (unless there is a legal travel ban)
● Cancellation or rescheduling of events you intended to attend
● Transport disruptions (e.g., airline insolvency, strikes, road closures)
8. MODIFICATIONS AND UPDATES
Periodic Revisions
We may revise these Terms and Conditions from time to time to reflect:
● Changes in our services or operational procedures
● Updates required to meet legal or regulatory obligations
● Enhancements to ensure clarity, consistency, or fairness
Right to Modify Without Notice
● We reserve the right to make changes to these Terms and Conditions at any time, without prior notice.
● It is the responsibility of guests to review the terms periodically to remain informed.
Communication of Significant Changes
● If modifications are substantial and may significantly impact existing or future bookings, we will:
▪ Communicate these changes through our official channels
▪ Provide guests with ample opportunity to review and respond to the updates
Effective Date of Updates
● All modifications will take effect from the date specified within the revised Terms and Conditions.
● Updates will apply to all future bookings and guest interactions from that date onward.
9. COMPLAINTS MANAGEMENT AND ENFORCEMENT
9.1 Complaints Against Guests
● Complaints from neighbours or local authorities regarding guest behaviour will be investigated.
● If a complaint is substantiated, guests may be warned, fined, or evicted without refund.
● Noise complaints, unauthorised events, or other breaches may result in additional charges.
9.2 Complaints from Guests
● We aim to acknowledge complaints promptly and resolve them within three to five business days.
● Complaints are to be reported during the stay, so we have an opportunity to rectify issues.
● Guests are to provide full details, including their booking reference, property name, location and contact details, when submitting a complaint.
● If third parties are involved, resolution times may be extended, and updates will be provided.
9.3 Refunds and Compensation
● Any issues encountered before, during, or after the stay must be reported to our guest services team at the number provided in your booking confirmation. This ensures we have the opportunity to correct the issue promptly. No compensation will be considered unless we have been informed during the stay and allowed the opportunity to remedy the issue.
● Refunds and compensation, depending on the nature of the issue, may be offered in the form of a credit voucher as a goodwill gesture. There is no guarantee of a cash refund until all facts are presented by the guest during their stay or within 48 hours post-departure.
● Our complaints handling team will review and investigate each case to determine the level of inconvenience experienced based on overall service, facilities, and features provided.
● Compensation is assessed case-by-case and only granted when it is determined that a genuine service failure has occurred.
● Threats of negative reviews will not influence our response.
9.4 Escalation Process
● If a guest remains dissatisfied, they may escalate their complaint to the relevant consumer protection body in their state or region. Further information is provided in our Complaints Policy.
Summary:
● Guest complaints will be acknowledged promptly and resolved as efficiently as possible.
● Guests must report issues during their stay for rectification opportunities.
● Compensation is considered case-by-case.
● Behaviour complaints against guests may result in eviction and additional fees.
● Escalation is available through consumer protection agencies.
● Significant changes will be communicated.
PART B. BUSINESS UNIT SPECIFIC REQUIREMENTS
This cancellation Policy is applicable for the following Business Units:
● GOLD COAST LUXURY RESORTS,
● GOLD COAST HOLIDAY STAYS,
● KINGSCLIFF ACCOMMDOATION
Peak Season Bookings (Check-In Date between 1st December and 31st January)
● Cancellations received by 11:59pm (AEST), 30 days prior to the Check-In Date are eligible for a full refund, less a $200 cancellation fee and any applicable transaction fees.
● Cancellations received from 12:00am (AEST), 29 days prior to the Check-In Date onwards, including after the Check-In Date, are non-refundable.
Example:
If your Check-In date is 20 December, to be eligible for a refund (less fees), you must cancel no later than 11:59pm (AEST) on 20 November.
From 12:00am (AEST) on 21 November, any cancellations are non-refundable.
Low Season Bookings (All dates outside Peak Season)
● Cancellations received by 11:59pm (AEST), 14 days prior to the Check-In Date are eligible for a full refund, less a $200 cancellation fee and any applicable transaction fees.
● Cancellations received from 12:00am (AEST), 13 days prior to the Check-In Date onwards, including after the Check-In Date, are non-refundable.
Example:
If your Check-In date is 15 July, to be eligible for a refund (less fees), you must cancel no later than 11:59pm (AEST) on 1 July.
From 12:00am (AEST) on 2 July, any cancellations are non-refundable.
Part C. GEOGRAPHIC REQUIREMENTS
When occupying short-term holiday rentals, guests must adhere to specific regulations and codes of conduct that vary by region.
Australia, New South Wales (NSW)
In NSW, the Code of Conduct for the Short-Term Rental Accommodation Industry outlines the obligations of guests. Guests are required to:
● Comply with By-Laws and Planning Laws: Guests must adhere to all applicable laws, including those related to noise, property usage, and community guidelines. The NSW Code of Conduct (NSW Fair Trading) details the responsibilities of guests, which include:
▪ Not creating unreasonable noise or disruption to neighbours.
▪ Ensuring the property is used only for its intended purpose.
▪ Respecting the rights and privacy of neighbours and the local community.
● Consequences of Non-Compliance: Failure to adhere to the Code of Conduct may result in penalties, including fines, being added to an exclusion register, and possible legal action. Repeated breaches may result in guests being banned from booking short-term rentals in NSW.
Australia, Victoria (VIC)
Effective January 1, 2025, the Victorian Government has introduced a 7.5% levy on short-term rental accommodations (subject to change by government legislation). Guests should be aware that this levy may result in increased fees and charges for accommodations in Victoria.
Australia, Mornington Peninsula Shire (VIC)
The Mornington Peninsula Shire has implemented the Short Stay Rental Accommodation Local Law 2018, which includes a Code of Conduct that sets standards for guest behaviour. Guests are expected to:
● Respect Neighbours: Avoid creating noise or disturbances that may disrupt the residential amenity of neighbouring properties.
● Follow House Rules: Adhere to specific property rules provided by the host, including guidelines on parking, waste disposal, and the use of shared facilities.
Australia, Queensland (QLD)
In Queensland, local councils may have specific regulations regarding short-term rentals. Guests should familiarise themselves with local laws and respect the residential amenity of the area.
Australia, Noosa Shire (QLD)
Noosa Council has established a local law to manage short stay letting, aiming to minimise impacts on permanent residents and maintain residential amenity. The Code of Conduct for Guest Behaviour requires guests to:
● Minimise Noise: Keep noise to a reasonable level, especially during night-time hours, to avoid disturbing neighbours.
● Dispose of Waste Properly: Follow the property's guidelines for waste disposal and recycling to maintain cleanliness and hygiene.
● Limit Occupancy: Ensure the number of occupants does not exceed the property's specified limits.
New Zealand
In New Zealand, short-term rental accommodations are subject to various regulations that may differ by region. Generally, guests are expected to:
● Follow Health and Safety Guidelines: Hosts are responsible for providing a safe environment, and guests should adhere to safety instructions provided, including emergency evacuation procedures.
● Respect Property Rules: Abide by the specific terms set by the host, which may include restrictions on smoking, noise levels, and the use of facilities.
Guests are encouraged to review the specific regulations and codes of conduct applicable to their rental location to ensure compliance and maintain a harmonious relationship with hosts and the local community.