FAQ

When do I need to pay to secure my booking?


A deposit of 25% is required when you make a booking. This ensures that the booking is held for confirmation. 

37 days before arrival, we send out a request for the second 50% of your payment and for the security bond.

The security bond will be invoiced separately because it will be returned within 5 days of departure providing the home is left clean and tidy with no damage. 

Bookings are not confirmed until the deposit has been paid.

What payment methods do you accept?


Payment is by direct bank deposit to the owners account, or by PayPal.

At the moment, we do not have credit card facilities but PayPal can be paid with a credit card. We are installing an online payment system which will allow you to pay with Visa or Mastercard.

Beachcomber House, Eden Trinity Beach and Trinity Beach House can be paid by credit card: visa or mastercard only (2% merchant fee) - please contact the owners.

Can I get an invoice or receipt?


Invoices are issued when you make a booking request.

Receipts are always issued by the owner of the property booked by you.

What happens to my money if I have to cancel my stay?


We strongly recommend that you take out travel insurance to cover this event.

Cancellations made between 90-28 days before arrival result in the loss of your deposit.

A deposit is made to secure a booking over a particular period of time - so we have given up the ability to sell that period of time. We do not, therefore, return deposits.

If you cancel within the 28 day period, we will try to sell those days. We usually have to discount when we are trying to sell a late cancellation. Any days of your booking that we are able to sell after your cancellation will be refunded to you, less a $100 administration fee.

If you have small changes to your requested dates, we will try to fit them in where ever possible as long as it does not affect the length of your stay.

Days will not be refunded if you depart earlier than planned.

We do not refund for a change of mind on arrival.

Please make sure that you have considered all aspects of the property, and feel free to ask as many questions as you would like prior to booking.

If we are forced to cancel a stay due to unforeseen circumstances such as a cyclone, fire, damage to the building, or sale of the property, you will be given a full refund and our sincere apologies for any inconvenience caused.

Will I get a full return of my Security Bond?


Your bond will be returned in full if the home is left clean and tidy with no damages. A return is usually given within 3 working days. However, if there is damage to the property, this may take longer to assess.

What do you mean by a "clean and tidy" home?


All dishes, pots and pans etc. that you have used must be washed, dried and put away where you found them.  

Wipe out spills and crumbs from the fridge and microwave.

Clean off stove top and any baked on food on the oven racks and door.  

Empty the dishwasher.  

Take garbage from all the bins around the house and put in the correct council bin (Yellow recycle or Green general).  

Laundry is done by the cleaners so leave all linen on the beds and used/wet towels down by the washing machine.  

Vacuum or shake out floor rugs.  

The BBQ must be cleaned properly.  Remove grill plates and scrub off with wire brush provided and wash with hot soapy water in laundry sink. Clean BBQ frame by wiping away any grease.   

We can keep the price of the rental down with your co-operation in this matter.  

If, on inspection, the cleaning has not been done, we reserve the right to make a cleaning fee deduction from the bond @ $35 per hour.

How many can stay at the holiday home?


Each property has a maximum number of guests allowed and this must not be exceeded.

There must be an adult (21 years of age or over) in the group staying.

The person making the booking and paying the bill will sign the registration form for the house.

Can we have a party?


Large gatherings for parties or weddings are not possible. No matter how considerate you might be, large gatherings always generate a lot of noise.
If we allowed parties, then there would probably be a party every week which would not be fair to your neighbours who are not on holiday and have to go to work.

Generally, the holiday home or Studio is for the number of people that have booked as stated on the Booking Form.

Of course, you may meet people during your stay or have local friends or relatives whom you wouldlike to invite for drinks or dinner (15 max). That is fine provided that you are considerate of the facilities of the house and your neighbours.

Most houses are only equipped with extra cutlery, plates and glasses for 2-4 extra people.

May we have extra guests to stay?


Each home has a stipulated maximum number of guests allowed. You must not exceed this number or the number of guests that you entered on the booking form without first referring to us.

If you have extra guests such as a friend or family member who turns up at the last minute, that is fine provided you let us know and that the maximum number of guests (as stated on the website and in your booking confirmation) is not exceeded.

You may lose your deposit or be asked to leave if you exceed the maximum or do not keep us informed.

Do you have a minimum stay requirement?


Yes. Minimums vary at different times of the year.

The booking calendar will tell you what the minimum is when you enter your required dates.

What do we do if we break something, or if an appliance breaks down?


Report the matter to the owner as soon as you can.

We will try our best to get an appliance repaired or replaced but this might not always be possible within a short time frame.

Breakages or damage to household goods must be paid for.

We will organize the replacement items and deduct from the bond. If there is insufficient bond held to pay for the damage, you will be charged for the balance.

Where do we pick up and drop off keys?


Most of our owners always try to meet their guests and hand over keys in person.

If you have a very late or very early check-in/check-out and they are unable to come to the property, you will be told where to find or leave the keys.

You will always be given a contact number for any emergency concerning the home.

Please note – the loss of a key set will invoke a minimum deduction of $40 from the bond.

What do we need to bring with us?


All linen, towels including beach towels, tea towels etc are provided.

We do not service the home while you are there except for stays of longer than 2 weeks.

You will find a supply of cleaning equipment, soap, toilet paper, oil, salt and pepper, tea, coffee and milk available for you on arrival.

Please check each individual property on the website for the provision of Broadband Internet, Satellite TV, portacots and high chairs.

This information is available in each property description.

Is the property serviced?


Only between bookings.

Holiday homes are not serviced on a daily basis like hotel rooms.

Consequently, guests are expected to look after their holiday home rental.

Please look after the home as you would your own home by keeping it clean and tidy.

What are your Check-in/Check-out times?


Check in time is 2pm, and check out time is 10 am.

If the house has not been booked the day before you arrive, or we are not expecting another guest on the day that you leave, we will try to be as flexible as possible with these times.

You should phone the owner a few days before you arrive/depart to see if this option is available.

Guests must check out at 10 am if there is another booking on the same day.

Failure to do so will result in the loss of $50 from your bond for every hour or part thereof over this time, as we will need to hire extra cleaners to have the house ready on time for the next guests arriving at 2pm.

We are relocating to the area, or have contract work for longer than 3 weeks.  Do you have a better rate for longer stays?


Yes we do. However, there is a limit of 42 nights for a single agreement. This is because a stay longer than 42 nights comes under the same legislation that covers long term rentals and which are formal leases - unlike the agreement which covers short term fully furnished accommodation. Staying longer requires renewing an agreement. 

Stays of longer than 2 weeks usually have different conditions attached concerning electrical use, cleaning and laundry.

We have a large group or special needs requirement.  Can you help?


Yes.  Our largest house can take up to 15 guests and is wheelchair friendly.

I want to bring my pet along. Is this possible?


Yes. Several of our properties are pet-friendly (see individual property description). We only take dogs.

You may bring up to 2 well-behaved dogs to a pet friendly property. Dogs are not allowed inside the house.

A cleaning fee will apply, $30 per hour or part thereof, if soft furnishings have to be brushed free of hair and washed.

We ask all guests bringing dogs to give their pet a flea treatment before arrival.

You must pick up, bag and dispose of all poos from the garden. Please remember that there will be guests coming after you.

You are responsible for any damage to the property that is caused by your pet, and agree to pay for any damage.

Will the owner visit the property during my stay?


Some one will come to the property once a week for garden maintenance.

You will receive a phone call the day before to arrange a suitable time.

If your stay is longer than 2 weeks, the owner may do an internal house inspection.

This is to ensure that the bathrooms and kitchen are being kept well. Any cleaning deemed necessary will be pointed out,

and another inspection arranged. If this is not satisfactory on the second inspection, the owner has the right to call a

professional cleaner to do the job and will deduct their fees from the bond.

Holiday homes are not serviced like a hotel room so it is essential that guests look after their rental home while staying. Cleaning equipment is provided.

Does the home have airconditioning and insect/security screens?


Each home is different, so please refer to the detailed description on the house page of our website.

Air-conditioners use a lot of electricity so we ask guests to be fair in their use of air-conditioners:

  •      Please keep windows and doors shut when the air-conditioning is being used.
  •      Please turn the air-conditioning off when not using a room or when leaving the home.


The remote control usually has a temperature range of 17-25 degrees. This is slightly misleading because setting the thermostat to a lower temperature does not produce colder air. It simply leaves the compressor running for longer which may eventually lower the temperature to the set level.

The problem with very low settings in our extremely humid conditions is that the air-conditioner can ice up if it is running continuously below 21 degrees. When it ices up it fails to remove moisture from the air efficiently.

It is the removal of moisture that makes us feel cooler rather than the absolute temperature.

For best and most efficient cooling please do not set the thermostat below 21 degrees.

Some houses have a limit on the amount of electricity used. Sticking to the 21 degree guideline will in most cases ensure that guests do not exceed the limit and have a deduction from their bond.

Is the home wheelchair friendly?


Please check the description for each home.

At the moment, Harvester Home is the only home with full wheelchair access to bathroom facilities.

 

Search: