Haven Retreat Concierge terms & conditions

Please read carefully. When you make a reservation with us, these conditions are deemed to have been accepted by all guests that stay at the property.

Please call us on 03 4225 5595 for clarification of any term.

Haven Retreat Concierge (HRC)

Guests are granted a license to occupy the property for the term of the booking; this is not a Residential Tenancy Agreement under the Residential Tenancy Legislation. Failure to comply with these terms and conditions may result in a claim at VCAT, termination of the licence to occupy the property, eviction and/or registration with a “bad guest” register, and/or reviews on booking sites.

Summary:

• The property shall not be used by more than the number of guests listed on your booking, either to visit or to stay, without written approval.
• All guests should abide by HRC’ good neighbour policy and shall ensure quiet time from 10pm to 8am.
• Pets are not permitted unless specifically noted in your booking and paid for where applicable.
• Smoking is not permitted anywhere inside the property.
• No commercial activity is to take place at the property.
• Tents, caravans and other structures are not to be erected or occupied at the property.

Cancellation Policy: If booking cancelled within 0-14 days prior, the booking will not be refunded. A 50% refund will be payable if booking cancelled within 15-30 days prior of stay.

• Cleaning fees are always refunded if the reservation is cancelled before check-in.
• The Airbnb service fee is refundable, up to 3 times per year, within 48 hours of booking. Separately, if a guest cancels a reservation that overlaps with any part of an existing reservation, we won’t refund the Airbnb service fee if they decide to cancel.
• Accommodation fees (the total nightly rate you’re charged) are refundable in certain circumstances as outlined below.
• If there is a complaint from either party, notice must be given to Airbnb within 24 hours of check-in.
• Airbnb will mediate when necessary, and has the final say in all disputes.
• A reservation is officially cancelled when the guest clicks the cancellation button on the cancellation confirmation page, which they can find in Dashboard > Your Trips > Change or Cancel.
• Cancellation policies may be superseded by the Guest Refund Policy, extenuating circumstances, or cancellations by Airbnb for any other reason permitted under the Terms of Service. Please review these exceptions.

The responsible renter must be at least 21 years of age, guests under 21 are of course welcome but must be accompanied by a parent or guardian, unless staying under our schoolies/under 21 policy.

The price of the booking is subject to change, if there is a change in price you will be notified and offered the opportunity to pay the increased tariff or get a full refund.

If you encounter an issue please contact us immediately so that we can attempt to fix it. We will not offer any compensation unless we have been afforded the opportunity to solve a problem.

A service fee applies to all credit card payments.

Bookings & payment

To proceed with a booking via Haven Retreat Concierge website, the following payment conditions apply:

Deposit is due within 72 hours (3 business days) of booking. The deposit is non-refundable unless the property can be rebooked for your dates, see extra information below.

Payments are to be made by credit card (a service fee will apply). Bookings will be cancelled if a payment is not received in accordance with the above terms. The service fee is non-refundable.

Fee for changes to booking Once the booking is made we reserve the right to charge an additional fee of $75 for any changes made.

Bond As a condition of rental, guests are required to pay either the Security Deposit. Other payment terms may apply to different booking websites.

Credit card saving

Haven Retreat Concierge will save guests credit card details for the purpose of:

1. Processing payments on the due date

2. Charging the guest for the supply of duplicate keys or re-entry/rekeying at cost or our call out fee of $110

3. Charging the guest if:

(a) A member of the HRC team attends the property to see to an issue that is then deemed to be caused by the guest ($110 per callout)

(b) A tradesperson attends the property to fix an issue that is deemed to be caused by the guest (invoice cost)

4. Charging $500 per offence should there be a credible noise complaint by the neighbours and/or the police/security are called to the property

5. Charging $1000 per offence if there is, or there is evidence of a party or function at the property

6. Charge at cost to repair or replace if there is malicious, deliberate or negligent damage to the property

7. Charge at cost to steam clean carpets, furnishings, linens etc if pets are at a non-pet friendly property, pets have been allowed on furniture or in/on beds, or there is evidence of smoking inside the property

8. Charging $50 for BBQs not cleaned thoroughly by the guest prior to departure

9. Charging at cost to remove excess rubbish

10. Charging any pay per view program that has not been paid for by the guest in advance

We will only charge the guests card in accordance with our terms and conditions and any applicable Australian Laws. All charges will be subject to a service fee equivalent to the merchant fee paid by HRC.

Security deposit

You may also be required to pay a refundable Security Deposit of $1000 (the amount of the security deposit may be increased) if you are booking specific homes, your booking is a schoolies group, you are staying for one month or longer or at the agent’s discretion. The Security Deposit will be retained until our team has completed the checkout inventory and inspection. Should the property be found excessively dirty or items are missing or damaged, the cost of additional cleaning and/or the cost of repair or replacement of property will be deducted from your deposit. The remainder of your deposit that is not applied to these expenses will be refunded to you within 14 days. You remain responsible for, and will be charged for, the cost of any damage, repair, or replacement in excess of the Security Deposit. Should you reserve a property where a security deposit is required, the fee for Damage Protection will also be payable and the relevant terms apply.

Booking details

Check in and out times: Regular check in is from 2.00pm. Check out is 10.00am

NOTE: These times may be adjusted at the agent’s discretion. There will be no refund or credit should these times be adjusted after you have booked the property.

Further, we cannot guarantee that a property will be ready at the check in time. We will endeavour to have the property ready, however, circumstances may sometimes cause delays. There will be no refund or credit if a property is not ready at the said time.

We may be able to offer an early check in or late check out – this will attract a charge. Paying however, does not guarantee that this agreement can be honoured. If we are unable to honour early check in or late check out due to a back to back booking or unforeseen circumstances, a full refund of the extra fees charged will be provided.

Unauthorised early check in or late check out will be charged at a minimum of $50 per hour.

Changes to booking

The tariff is for the agreed number of guests detailed on our confirmation email. If there is a change or discrepancy, you will need to contact us to make changes and ensure that those changes are documented.

By paying a deposit, the guest is reserving a specific property for specific dates. The dates and the property cannot be changed, doing so would effectively cancel the original reservation and cancellation terms will apply. However, we may be able to transfer your booking to different dates or reduce the stay, at our discretion, if we can secure another guest to re-book the property for the same dates. There are no guarantees that this will be possible.

HRC does not offer refunds or reschedule bookings due to weather events, traffic delays or natural disasters. You are encouraged to take out travel insurance to cover such events. No refunds will be given for late arrivals, early departures or unused days of your holiday rental property reservation.

It is the guest’s responsibility to advise our team at least a fortnight before the stay if beds are to be split or extra beds need to be made up (if paid for). Should advice not be received within 14 days changes will not be made.

Guest information & obligations

It is a condition of your stay that you adhere to our terms & conditions, our Holiday Rental Etiquette Guide and leave the property promptly after completing the departure checklist that is clearly displayed at the property. Guests must always abide by the local council and state planning laws and guidelines regarding short term residential accommodation.

Responsible Renter – As the responsible renter, you agree to be an occupant of the property for the entire duration of the stay, or act as a guarantor (not staying) in the case of schoolies bookings. All other occupants will be family members, friends, other responsible adults over 21, or accompanied by a parent or legal guardian.

Schoolies/under 21 bookings – Are not guaranteed and require a written request and subsequent written permission from the agent. A parent or guardian must act as guarantor for this booking and all guests and the guardian must provide photo identification. A cash security bond of $2000 is payable, as well as a valid credit card from the guarantor to act as extra security. This credit card must have another $1000 available credit during and for 10 days after the stay.

Keys – A service fee of $110 applies if a set of duplicate keys are required by a guest. If we are unable to provide a key for any reason, then the guest will need to engage the services of a qualified locksmith to gain access. The locksmith’s invoice must be paid directly to the locksmith at that time. Guests must not break into, or attempt to break into, premises when locked out. Keys should be returned as per instructions provided. Should the keys not be returned, the guest will be liable for any charge incurred in gaining entry and/or replacing keys and changing locks if necessary, plus a processing fee (with a minimum charge of $110).

Cleaning – Is included in the full tariff, however, if excessive cleaning is required over and above what is considered by HRC to be a standard clean, the guest will be charged at cost.

BBQ – A $50 cleaning fee will be charged for unclean BBQs. Guests can decide to clean the BBQ to avoid the charge. If the BBQ is not left sparkling the credit card will be charged $50.

Rubbish – You must take any excess rubbish that does not fit in the provided bins when you leave. If it is bin night during your stay, please put the bins out on the kerb. You will find a bin night notification at your accommodation. You will be charged the tipping fee and the time to tip if excess rubbish is left at the property or if the garbage bin is not put out on bin night as requested.

Loss and Damage – All damages, breakages or losses to the property, furniture and furnishing are to be reported immediately to ensure cover by Damage Protection. Should you discover a fault or breakage when you arrive, please advise us directly to avoid being charged for this damage.

Children – No responsibility will be taken for children or pets staying at or visiting the property. Please supervise carefully, always taking into consideration fencing, pools, dams, stairs, verandahs, balconies and cleaning chemicals. Children under the age of 10 years should not sleep on the top bed of a bunk.

Issues during the stay – If you encounter an issue contact us immediately so that we can attempt to fix it. We will not be able to consider compensation unless we have been afforded the opportunity to solve the problem

Call Out – Should a tradesperson or a member of our team be called to the property and the issue is deemed to be caused by a guest, equipment owned by a guest or because a guest has not followed instructions, then the guest will be responsible for payment of the invoice for the tradesperson or our callout fee of $110 or both.

Smoking – Smoking is not permitted inside any of our properties. If you need to smoke, please do so away from the property to ensure that the smoke does not enter. If evidence of smoking inside the property is detected, you will be charged for steam cleaning of carpets and furniture, laundering of all soft furnishing and linen, plus replacement of linen where necessary.

Third party services – Should you engage the services of a third party during your stay such as a caterer, beautician, massage therapist etc, it is your responsibility to ensure that they adhere to these Terms and Conditions, and hold appropriate Public Liability insurance.

Number of guests – Each holiday property is equipped for a specific number of guests. No mattresses, tents, caravans or more cars than the property accommodates are allowed. It is against Health Department Regulations for more persons to occupy a property than there are beds to accommodate them.

The guest limits apply at all times during the booking. Any extra guests (this includes day visitors) above those that have been booked and paid for must be approved in writing prior to the stay. The owner has the right to charge for extra guests/visitors and to decline any request. Any unapproved excess guests/visitors may result in a party/function $1000 fine, registration with a “bad guest” register, and/or reviews on booking sites.

Noise – We have a strict ‘no party’ policy. Only the guests staying at the property are permitted to be present. If you wish to have visitors in addition to booked guests, you must advise us in writing prior to your stay and ensure you receive written permission. This is not possible at all properties. If there is, or is evidence of a party/function, you may be asked to vacate the property and there will be a charge of $1000 made. If you or any other guest receives a warning regarding excess noise or excess guests, you may be asked to leave the property IMMEDIATELY with no refund of monies. Noise audible outside the property is prohibited between 10pm and 8am.

In addition, if our staff, security guards or the police are called to the property to deal with noise complaints or excess guests, or if we receive complaint/s from the neighbours during or after your stay, a fee of $500 per offence will be charged. Noise disruption for these purposes includes: loud behaviour of any type that disrupts the peace and quiet of others; intrusive or abusive language; loud music or any other sounds affecting other residents that is audible outside the boundaries of the property.

Good neighbour policy – The property is a privately-owned home, and we enforce a good neighbour policy. Please treat the property with the same care you would use with your own residence and leave it in the same condition it was in when you arrived. You and other occupants agree to conduct yourselves throughout the stay in a manner that is respectful of and not disruptive to neighbours, traffic flow, or the community and that will not prompt complaints to HRC from the police, local council, neighbours, or neighbourhood. You and other occupants agree to abide by all applicable parking restrictions and limitations.

Recreational Activities – Under no circumstances are the following activities permitted at any of our properties: motorbikes, dirt bikes, quad bikes, use of firearms or air rifles, fireworks.

Security – To prevent theft of or damage to furnishings or your personal property, you agree to close and lock doors and windows when you are not present at the property and at check out. Should you not be able to secure the property you should contact us immediately. If the property has a key safe, please use it during your stay.

Pets – Your pet is most welcome, but only at our ‘pet friendly’ properties where your request is approved. A pet surcharge will usually apply. This surcharge varies depending on the length of the stay.  If evidence of a pet is discovered without approval, or at a non-pet friendly property you will be charged for steam cleaning of carpets, furniture and/or mess left by the pet/s, plus our standard pet charge for the time of the stay.

If you have your pet with you, it is expected that a few simple rules of courtesy are followed:

• All pets must be approved in writing prior to the stay.
• Any mess, including outdoors, must be wrapped and placed in outside bins.
• Pet bedding must be supplied by guest.
• If you are lucky enough to be at a property that allows your pet inside, please restrict it to the hard floor areas and do not allow it onto furniture or into bedrooms.
• You agree to pay for any damage, or extra cleaning required resulting from the pet having stayed.

Criminal Activity – Use of the property for any criminal activity is of course prohibited and may result in fines or prosecutions. This prohibition extends to use of the property’s internet service, if any, for criminal activity. We will cooperate with any investigation of alleged criminal activity at the property during the stay.

Lost property – Guests are solely responsible for their belongings whilst staying at the property and are required to take the usual steps to prevent any property loss, including locking premises and vehicles when not attended. If personal property is left behind, it is the guest’s responsibility to arrange its return by providing HRS with a suitable prepaid satchel or by collecting the item from one of our offices.

We reserve the right to charge a $25 fee to collect lost property. If not claimed within 30 days, it will be disposed of.
Claims

If there is a claim taken from the security deposit, or a charged to the saved credit card because it is not covered by damage protection, the agent will charge a processing fee of $99. Claims may include, but are not limited to charges for: excess cleaning fee, damage or breakages, excess garbage removal, damage or issues caused by pets, pets at non-pet friendly properties, smoking inside the property, overstays at the property, guests in excess of those booked and paid for, police or security guard call outs and any associated aggravation. We reserve the right to attend the NSW Civil and Administrative Tribunal or the equivalent in other states to recover these costs.

Agent/owner limitations of liability

Property – We have taken great care to describe your holiday accommodation to you as accurately as possible. We cannot however, accept responsibility for incorrect descriptions, errors or omissions.

Substitution of property – At times, situations arise over which we have no control such as ownership changes, extensive repairs or maintenance, or if properties are removed from the holiday rental market. We reserve the right to offer guests alternate accommodation of a similar standard, as available, at our discretion. In the unlikely event, we will notify you as soon as possible and make every reasonable effort to ensure you are satisfied. We cannot guarantee accommodation and, should an alternative not be found, you will be refunded. You hereby agree that, in this case, you will accept the refund as an acceptable outcome.

Price Changes – In some cases, accommodation rates may be subject to increase after you have made payment. Should this occur you will be notified and given the opportunity to pay the difference in tariff, or we can help you find alternative accommodation. If this is not satisfactory, you will be refunded and you hereby agree that you will accept the refund as an acceptable outcome.

Wildlife – Our properties are maintained and cleaned regularly, however, wildlife is common in country and coastal areas. HRC and/or the owner do not accept liability for the unfortunate or seasonal visits of any wildlife including, but not limited to; rodents, insects, cockroaches, kangaroos, wombats, snakes and spiders.

Access – HRC and/or its representatives reserve the right to enter the property at any time, without notice, to protect and/or undertake maintenance of the property. We will provide notice to the guests wherever possible.
Equipment – HRC and/or the owner do not accept liability or loss caused by failure of equipment and/or services out of our control, including, but not limited to, water, electricity, gas and internet. In the event of a failure, the guest should notify our team in the first instance. Any problems that arise during the rental period that do not constitute an emergency as determined by HRC, will be remedied at any time during or after the rental period, at the sole discretion of HRC.

Limited Liability – To the maximum extent permitted by law, in no case shall HRC, nor its affiliates, officers, directors, employees, agents or owners be liable for any indirect, incidental, consequential, special or exemplary damages or for any damages for death, personal or bodily injury, emotional distress or damage to property, arising out of or in connection with your stay. This limitation applies to all claims for damages including negligence even if HRC has been advised of the possibility of such.

Indemnity – HRC and/or the owner do not accept liability for any personal loss or injury to the guest/s during the rental period, including that caused by events beyond our control. Events may include, but are not limited to; adverse weather, fire, flood, traffic or flight delays, war, terrorist activity, civil disobedience, or other force majeure and no refund or credit will be offered under these circumstances.

Bad Books Register/Traveller Feedback – Haven Retreat Concierge participate in the Bad Books Register. By making this booking you hereby agree that if you or any occupant covered by this booking breaches our terms and conditions, your name, phone number, home address and email address as well as details of the breach/es may be registered with this organisation or any other organisation offering a register for holiday rental travellers. Traveller feedback may also be entered onto the applicable online portals. HRC reserve the right to refuse or cancel a booking where a guest is registered on Bad Books, or has received negative feedback from other booking sites.