Booking Terms and Conditions
Thank you for your interest in booking a holiday property (‘the Property’) with Coast and Country Holiday Services Pty Ltd ACN 605 554 934 or known as Coast & Country Getaways (‘we’ or ‘us’).
Should you the tenant (you) proceed to make a booking with us, you will be deemed to have read, accepted, and agreed to all our Terms & Conditions set out below.
No matter which booking site you originally placed your booking through (3rd party provider or direct), Guests are agreeing to these terms and conditions when a booking is confirmed, and payment is made. Any breach of the below short-term Letting terms and conditions, as agreed by both parties, permits Coast and Country Getaways to refuse entry, amend the rent or immediately terminate the letting.
LICENCE NOT A TENANCY
The booking with Coast and Country Getaways (COAST & COUNTRY GETAWAYS) or one of our third-party booking agents is not a residential tenancy agreement under residential tenancy legislations. Failure to comply with any of the guest’s fundamental obligations and the Terms and Conditions of the Property may result in immediate termination and eviction. The guest is granted a licence to occupy the accommodation for the agreed booking period. Refunds will not be paid on terminated occupancies.
NUMBER OF PERSONS, NOISE, PARTIES AND FUNCTIONS
Properties are for guests only. No outside guests are permitted on the premises without pre-arrangement in writing from COAST & COUNTRY GETAWAYS. The number of occupants must not exceed the number of persons shown on your confirmation. Any increase in numbers must be agreed in advance and may incur additional fees. All guests at time of booking must complete a guest registration form, a booking is not confirmed until this is completed and approved by the Bookings Team.
Excessive noise, parties and functions are not permitted as they can cause disruption to neighbours as well as nearby residents and other holiday makers. If an unauthorized function or gathering is held at the property, the bond for the booking will be retained and additional fees to cover any additional costs will apply.
:: Schoolies and Young Groups: We do not accept Schoolies groups under any circumstances. There are a select few properties where young groups may be permitted, however, express permission must be granted for any booking and additional Security Bond fees will apply along with Supervision costs if approved.
:: Noise Complaints: If a complaint of excessive noise or anti-social behaviour is received, security will be dispatched to investigate and this will result in a $200 call-out charge. This fee will be taken from the guest’s security deposit and is non-negotiable.
If a second security call-out with fee payable is received at any time during a guest’s stay, all guests at the premises will be evicted from the premises by security without refund of rent or bond.
:: Inappropriate Bookings and Schoolies:
As a duty-of-care to Properties and Owners, COAST & COUNTRY GETAWAYS Management reserves the right to refuse any bookings that are determined to be inappropriate, or that fall across Schoolies dates. We do not accept Schoolies groups under any circumstances.
CHECK-IN AND CHECK-OUT
Check-in is available from 4:00pm on the day of arrival. Check-out is 10:00am on the day of departure. There may be variations to these times, if so, guests will be advised accordingly.
COAST & COUNTRY GETAWAYS will try to accommodate requests for early check-in/late check-out however they are subject to availability (i.e. the other bookings in place, cleaners availability to accommodate the request, maintenance schedule) and fees may apply. Despite any early applications, approval will only be granted 1-2 days prior to entry/departure if available. Early requests do not guarantee early access/late checkout unless a full day’s rate is paid.
KEYS / REMOTE CONTROLS
Where we can install a key safe or safely leave the keys, they will be available to guests at the property upon arrival. Guests will be provided with details of the keys location and/or access codes via a Pre-Arrival Welcome email sent 1- 3 days pre check-in, and only after final payment has been made (and a credit card is on file for bond, or the cash bond has been paid). Guests are requested to take the access information listed in the Pre-Arrival letter with them in order to access the property.
If there is a key-safe at the property, please use it to always secure one set of keys when you leave the property, including when you check out. If a tradesman/cleaner needs to attend the property to complete any requested or agreed maintenance during your stay, this will ensure they can gain access to the property.
Where we are unable to install a key safe or safely leave the keys, or where we feel a meet and greet service is most suitable, we will organise to meet guests at the property. Details of meeting time and arrangements will be organised directly with guests leading up to the day of arrival.
Upon departure, all keys are to be returned to the place where they were collected from upon arrival.
If guests lose keys / remote controls or lock keys inside the property and require access then a security call out fee will apply. If replacement keys need to be recut, remote controls need to be purchased, key barrels need to be replaced or within secure complexes re-keying is required, the costs will be calculated accordingly and charged directly to the guest, along with a $100 admin fee.
Linen and bath towels are provided at most properties as of 31st May 2022. Beach towels are not provided.
Doonas, doona covers, mattress protectors and pillows will be supplied with the Property.
If the home specifies linen hire, and you do not wish to book this service, you will be required to supply your own sheets (top and bottom), pillowcases, towels, bathmats and hand towels unless arranged with us, or advertised as supplied with the property. Failure to do so will incur a linen laundering charge of $50 per bed. Please be advised guests are NOT allowed to sleep directly on mattress protectors without sheets.
:: Linen Hire Service: We can arrange for the hire of quality linen and towels. Cost is $45 per person. If you wish to book the linen service, linen is charged for each guest staying at the property, unfortunately we cannot accept linen per bed bookings. Please contact us at least 7 working days prior to your arrival date, or 4 weeks prior to your arrival date for December/January bookings to arrange linen/towel hire. We cannot guarantee linen hire if requested within 1 week of arrival.
Please note: If a last minute/ after-hours Linen request is received and can be accommodated, a $100 delivery fee will apply on top of the cost per person.
Any missing linen or towels, or excessive laundering required, the costs will be charged to you (the guest) and deducted from your security bond.
DEPOSIT, SECURITY BOND AND BOOKING FEE
A non-refundable deposit of 50% of total rent (including booking fee, cleaning, linen and credit card fees) is required at time of booking.
We accept Visa, MasterCard, Amex or BPay into the Coast & Country Getaways bank account. (Please note: paying via credit card will incur a 3% service fee to cover admin and bank fees and costs associated with credit card fraud). We do not accept Diners Card or any other cards. Guests must only provide credit card details for which they are authorised to use, and which is in their name.
BPay is a payment option available to our guests for bookings made prior to 7 days before your check-in date.
Final payment is due 30 days prior to arrival unless other payment terms have been agreed to. If the booking is made within 30 days of arrival, full payment will be required at the time of booking.
If a booking is made within 3 months of arrival or by a young group, we will require government issued proof of identity of the primary guest (Driver’s license or Passport), as well as proof of the credit card in the guest’s name.
For Corporate Bookings or bookings greater than 3 months, please contact us directly to discuss flexible payment and cancellation terms.
:: Security Deposit
Depending on which property has been booked, a security bond of between $500- $2,000 will be processed 1-4 working days prior to check-in (this excludes Airbnb bookings). The bond will be processed as a pre-authorisation on the guest’s previously nominated credit card (we do not accept bank transfers or cash for bond payments unless by special arrangement). The funds will be frozen by the guest’s issuing bank for a period of up to 30 working days and will be automatically released if there are no issues during the stay. Once released, the funds will become available on the guest’s card again, and there will not be a transaction on the credit card statement.
Security Deposit deductions are rare, however when they occur, COAST & COUNTRY GETAWAYS will advise the guest of details of any charges, and these will appear on the guest’s statement. Considerable administration is required, and so a $50 fee will apply.
:: Additional Security Deposit – Young Groups under 28 years (where applicable)
Regardless of which property, and which booking site the booking has been made through, an additional Bond will be applied to a young group (a majority of under 28’s) this will be $250pp. This will be applied if the booking is approved.
:: Booking Fee
A non-refundable booking fee is applied to all bookings and integrated into the displayed rate online or rate quoted through the Reservations team.
:: Credit Card fee
A non-refundable fee of 3% is applied to all bookings that are paid using a credit card. This fee covers transactional fees, bank fees and charge back fees.
CANCELLATIONS AND DATE CHANGES
If a guest requests to cancel, COAST & COUNTRY GETAWAYS will re-open the dates for sale across all available Booking Channels and will endeavour to rebook the dates. While every attempt will be made to secure a full paying booking, a discount may be applied to the rate in order to secure a booking. This discount will be based on industry and business knowledge and will not be pre-approved or reviewed with the guest, as it will be subject to further change at any time. Cancellations may result in a loss of the total booking amount. All cancellations will incur a $100 Cancellation fee and the non-refundable Booking fee.
The following scenarios apply:
If COAST & COUNTRY GETAWAYS can rebook your dates for the same rate, the deposit will be refunded less the booking fee and a $100 cancellation fee.
If COAST & COUNTRY GETAWAYS needs to discount the property to rebook the original dates booked, the deposit will be refunded less the difference between the rates, the booking fee and a $100 cancellation fee.
If a replacement booking is not secured, the guest will forfeit any funds paid.
We strongly recommend that you have travel insurance to cover you in the event of an unforeseeable cancellation.
:: SPECIAL – COVID Cancellation Clause
If a guest requests to cancel, COAST & COUNTRY GETAWAYS due to one or more of the parties having COVID, then a Date Change / Credit will be offered (less $100 Cancellation Fee and Booking Fee). PLEASE NOTE: all Covid cancellations must be verified by Government advise. (You receive this when you do a PCR Test).
If the cancellation is within 3 days pre check in, cleaning fees will also be charged.
:: Date Changes
Date changes are only possible at the discretion of COAST & COUNTRY GETAWAYS, and may incur cancellation fees as well as rent charges (against the original booking). Any additional rent charges due to changes in season or length of stay must be covered by the guest.
:: Changes Made by COAST & COUNTRY GETAWAYS
All bookings are made in good faith of ongoing short-term letting by Owners, however this may be subject to change. COAST & COUNTRY GETAWAYS cannot accept responsibility for actions taken by the Owner(s) of the Property which are outside their control. Reasonable actions will be made by COAST & COUNTRY GETAWAYS to offer alternative accommodation should this occur. If there is no alternative accommodation available, a full refund of the amount already paid will be made. COAST & COUNTRY GETAWAYS will not be liable to refund any fees that guests may have paid to any third party in connection with their stay, including but not limited to fees for travel, insurance or activities.
In the event that the property booked is listed for sale, the guest agrees to allow the Owner or Agent to inspect the property with the prospective purchasers, by appointment and during reasonable hours.
Property tariffs may change online at any time without notice.
The description of the premises is given in good faith. From time to time, changes occur at properties, sometimes by Owners and outside of COAST & COUNTRY GETAWAYS’ control or knowledge, therefore no responsibility for irregularities will be accepted.
Many of the properties managed by COAST & COUNTRY GETAWAYS are in suburban locations where, from time to time, there may be building / construction or roadworks within the nearby vicinity of the property booked. COAST & COUNTRY GETAWAYS take no responsibility for any issues relating to building /constructions or roadworks.
For the comfort of all our guests, all our properties are non-smoking. In some apartments, there is no smoking anywhere within the complex including balconies (specific details are contained in property compendiums). Any damages or excess cleaning caused by smoking, on or inside any property, will deducted from the bond.
EXCESS CLEANING, DAMAGES AND CHARGES
:: Excess Cleaning
COAST & COUNTRY GETAWAYS requests guests to leave the property as it was found in order to avoid extra cleaning charges. This includes washing dishes, placement of rubbish in the bins provided and on street for collection and cleaning of the BBQ. The cleaners will strip the beds and will clean the floors so this is not required by the guests, however cleaning charges may apply if the walls, floors, windows and/or linen are excessively dirty.
In the event of breakages, damages and lost items, COAST & COUNTRY GETAWAYS requests that guests contact Guest Services on 1300 384 226 or email [email protected] to report the incident as soon as possible. Please be advised that damages may be deducted from the Security bond (or credit card supplied if the charges are higher than the bond processed).
:: Movement of Items Within/Between Properties
COAST & COUNTRY GETAWAYS has a strict policy on moving items or furniture (indoor and/or outdoor) within a property, or in the case of bookings across multiple properties, from house to house. Movements may cause unnecessary damage to items and/or to the property and can cause excess cleaning time due to increased housekeeping inventory checks replacement of items. Any damages/excess cleaning caused by movement of items or furniture will be deducted from bond.
Some properties provide wireless internet for guests for the purpose of email, perusing social media, and web browsing. Please note: the WIFI (internet) service on the coast can be intermittent and access to technicians in the area is limited, so we cannot guarantee that the internet service will work. COAST & COUNTRY GETAWAYS and Owners will not be held liable for any loss of internet service.
RUBBISH COLLECTION AND EXCESS RUBBISH
COAST & COUNTRY GETAWAYS requests that guests put all rubbish in the appropriate bins provided outside, no later than the night before rubbish collection day (rubbish collection day is advised in your Pre-Arrival letter). Please ensure the rubbish is put out at a reasonable hour so as not to cause noise and disrupt the neighbourhood (eg. noise from recycling bottles). The bin lids must be able to close properly for the collection.
Recycling bins are collected every second Monday (see calendar on fridge magnet or local council website for Mornington Peninsula properties, please be advised that this may be different for Phillip Island and Anglesea properties). We ask that during Summer, weekends and peak periods, you only ½ fill the recycling bin, leaving the other half for the next guest during this fortnightly collection service.
If you have any excess rubbish and recycling from the Property upon departure, please advise our after-hours Guest Services team on 1300 384 226, and they will arrange collection at your cost $65+gst per bag (this service may not be available to Phillip Island and Anglsea properties). If staying on the Mornington Peninsula, rubbish can be taken to the hopper at the end of Normanby Road, Sorrento (open 10:00am to 4:00pm every day from December 26 to January 31 and for the rest of the year, Saturdays and Sundays). Alternatively, excess rubbish can be taken to the tip at Truemans Road, Rye (open 8:00am to 4:00pm Monday to Friday and 8:00am to 5:00pm Saturday, Sunday and Public Holidays) or it can be taken away with you.
Please be advised that if the bins are not put out, or if there is excess rubbish upon check out, a private contractor will be organised to empty the bins and charges will be deducted from bond.
Each property listing outlines the number of car parks available and number of cars permitted at the property. On-street parking is not provided or guaranteed for guests or visitors. COAST & COUNTRY GETAWAYS cannot be held responsible or liable for any fines or penalties incurred by guests or visitors from parking on the street (where local parking restrictions/metered parking applies).
Parking of excess cars, campervans, caravans and trailers (with or without boats) on a residential street or adjacent to one of our properties is not permitted under any circumstances. Guests are not permitted to park cars, caravans on or adjacent to any of our properties and use the property facilities. Guests will be required to remove any cars, vans, campervans, caravans or trailers. If a guest fails to comply, the vehicle/item may be towed at the guest’s expense and charges will be deducted from bond. This violation of Terms and Conditions may also result in guest eviction and loss of rent and bond.
PERSONAL AND LOST PROPERTY
No responsibility will be taken by COAST & COUNTRY GETAWAYS for guest’s personal property. If items are left at a property, a COAST & COUNTRY GETAWAYS employee will contact the cleaners to determine whether the items were located. If located, guests are required to pay return costs and tracking of items are the responsibility of the guest. The cost is a min $60+gst to cover admin, collection of item(s), postage and handling. Larger items will be quoted.
COAST & COUNTRY GETAWAYS enters into this agreement on behalf of the Owner of the property and is not liable to you (the guest) in relation to the property or any services.
COAST & COUNTRY GETAWAYS is an Accommodation Booking Service and is not a Real Estate Broker, Agent or Rental company. Whilst all measures are taken to avoid any property being misrepresented by the Property Owner, COAST & COUNTRY GETAWAYS is in no way liable for any advertising misrepresentations, as the Property Owners are solely responsible for the accuracy of their listings and information provided.
Neither COAST & COUNTRY GETAWAYS, nor the Owner of the Property, can be held responsible for failure or interruption to power or services to the property for reasons beyond our control.
COAST & COUNTRY GETAWAYS reserves the right to relocate a booking, to an alternative property of similar standard and location, at any time. In this instance, guests may be offered either a full refund OR asked to confirm their stay at the alternative property.
COAST & COUNTRY GETAWAYS advises that the property furniture and furnishings may be slightly different to those shown in the property photos. However, if they differ, the furniture and furnishings will be of the same standard as that shown in the pictures, or higher.
Guests’ actions, conduct and safety are the responsibility of the guests. The Agent and Owner(s) of this Property do not condone the following: unsafe, irresponsible, or illegal actions/behaviour etc, on or off the premises during a stay or at any other time.
A condition of entering and/or staying at this Property means that all guests understand and agree to indemnify the Agent and Owner(s) against any responsibility or action(s) (legal or other), due to any action(s), incident(s), loss or injury(s) while within or outside of the premises (including, but not limited to, the grounds, facilities, structures, etc.) during a stay or at any other time.
To the extent permitted to by law COAST & COUNTRY GETAWAYS will not be liable for losses arising as a result of this agreement, whether such losses arise as a result of COAST & COUNTRY GETAWAYS negligence or otherwise.