Pending Agent Approval

Holiday Terms and Conditions

Thank you for choosing HolidayCo. Hunter Valley. By entering into a management agreement or choosing to stay with us you agree to adhere to the Terms and Conditions outlined below. 

Failure to comply with these Terms and Conditions gives HolidayCo. Hunter Valley the right to refuse the key, amend the rate or immediate termination of the holiday agreement. 

Please take the time to read this carefully.

Code of Conduct Short-term Rental Accommodation

 https://www.fairtrading.nsw.gov.au/__data/assets/pdf_file/0012/925788/Code-of-Conduct-for-the-Short-term-Rental-Accommodation-Industry.pdf

General Conditions of Tenancy

Our staff will describe the premises and their positions as accurately as possible and in good faith. No responsibility or refunds are accepted for errors in presentations or descriptions. As our holiday homes are occupied by guests at most times of the year, inspection is not possible. We invite you to view the property from the outside and view the photos on our website. Our aim is to provide the highest possible standard, but all premises are privately owned and are furnished and decorated to the owner’s personal taste and requirements that are subject to change without notice.

Your booking 

The booking with HolidayCo. Hunter Valley 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, THIS AGREEMENT IS MADE  BY THE OWNER OF THE PROPERTY UNDER THESE TERMS AND CONDITIONS for the agreed booking period. 

Refunds will not be paid on terminated occupancies.

• The guest explicitly agrees that any compensation offered for issues arising during your stay, whether it was in the control of HolidayCo. Hunter Valley or not, will be exclusively offered by a voucher for your next stay with HolidayCo. Hunter Valley not a refund on the stay under any circumstances, you explicitly agree to this term by beginning your stay.
• The number of guests should not exceed the number stated on the registration form at the time of booking or subsequently agreed in writing or email. This includes visitors to the property at any time.
• A security bond will be processed as a credit card pre-authorisation on the day of your arrival and released by your bank provider within 10 working days. As the guest, you acknowledge the security bond will be held and used for any damages, charges or incidentals as a result of your stay.  
• Damages, breakages, lost keys and losses to the property and/or furniture or furnishings are to be reported to the agent and paid for immediately.
• No furniture is to be moved around the house and utensils, crockery etc not to be moved from the premises.
• The occupants of the property are to be respectful of the need for peace and privacy of the neighbours and others living in the area.
• Weddings, parties or functions are not permitted at any property.
• The property is not a party house. No outdoor music or live entertainment of any sort. Council, Police and the local community have strict requirements in regard to noise and offensive behaviour. Under Section 268 of the Protection Environment Operations Act 1997, a Complaint may be successful in obtaining a noise abatement order from the local police against the offender. Heavy penalties do apply.
• In case of emergencies please call; Plumber 0411390082 or Electrician 0265582144. Prior to contacting emergency services, your first point of contact should be HolidayCo. Hunter Valley on 0488 012 665.
• Smoking is not permitted in any of our properties. Charges apply for bookings who dishonour this clause.
• All bedding must have appropriate sheets and pillowcases placed on them for health reasons, supplied by guest or hired from booking agent. Failure to do so could result in additional laundry costs deducted from the bond. (Min cost $150)
• As the guest, you agree to allow the managing agent, HolidayCo. Hunter Valley, or a contractor to enter the premises in which you are staying to carry out necessary repairs or maintenance, or with 24 hours verbal notification to inspect the condition of the property.
• Failure to comply with any of the above and below conditions will results in the termination of your tenancy.
• Payment of your booking acknowledges that you understand & accept the full Terms and conditions outlined.

Specials and offers; from time to time we will offer specials and discounts this will be exclusively accessed with the use of a code. Properties who participate in these offers will have a valid discount applied to the booking with the use of the code. If the code does not work the discount does not apply. You must obviously use the code at time of booking to access these specials and discounts.

Changes to your Booking

Bookings are made in good faith by the agent and may be subject to any changes as notified by the owner prior to the commencement of the booking (including tariffs). The agent cannot accept responsibility for the actions taken by the owners of the premise outside their control. (Every reasonable endeavour will be made to offer alternative accommodation should this occur.) 

All advance bookings are accepted on behalf of the current owner. If this property is sold, we cannot accept responsibility for decisions made by the new owner. All clients both guests and property owners explicitly accept that HolidayCo. Hunter Valley manage bookings and availability calendars for properties at their absolute discretion. 

No warranty, guarantee or compensation is made for any bookings that are accepted or declined by HolidayCo. Hunter Valley at any time. 

Due to the integration of our booking software through multiple third-party sites availability calendar may not always show correct availability at every time, this is out of our control. The availability of properties will only be updated when pending bookings are addressed. The acceptance of a booking is at the discretion of HolidayCo. Hunter Valley. 

A booking is not confirmed until the owner has confirmed acceptance, and the guest receives a confirmation email.

• Minimum 2 nights booking excepting Peak Periods
• All bookings are subject to owner confirmation
• All bookings must be confirmed with a 50% deposit at the time booking is made, with the balance payable one month prior to the dates booked.
• Payment is by Credit Card (Visa/Mastercard) or Direct Deposit.
• There is an 1.85% surcharge on all credit card payments
• A booking fee applies to all bookings and is non-refundable
• Credit card details must be supplied at the time of booking and are held as a security bond with a specified Security Deposit Bond amount.
• Tariffs are subject to change without notice.
• NO PETS ARE PERMITTED UNDER ANY CIRCUMSTANCE unless the booking is a pet friendly property
• PET FRIENDLY PROPERTIES: all bookings for pet friendly properties are to advise breed and age of pet and agree to abide by the Dog Policy given to guest at time of booking.

All clients, both guests and property owners explicitly accept that HolidayCo. Hunter Valley manage bookings and availability calendars for properties at their absolute discretion. Calendars may be opened or closed on certain properties for operational reasons at any time.

No warranty, guarantee or compensation is made for any bookings that are accepted or declined by HolidayCo. Hunter Valley at any time.

We understand that your holiday is a time for relaxing and reflection and we will endeavour to assist you in every way we can.

In the rare occasion that there is an issue at your property regarding the services or the inclusions we will make every effort to repair, modify or substitute the item that has failed. 

We ask that you understand that often holidays coincide with public holidays and all service professionals are not always available. 

HolidayCo. Hunter Valley staff are always available every day to assist you, please be considerate during this time as we do what we can to assist you. 

All guests warrant that they have advised all occupants of these terms and conditions.

If a future booking is cancelled because of the change of ownership of a property, this being due to the actions of the current owner in selling the property there may be significant fees and charges incurred because of cancelling forward bookings. Owners need to be aware of these risks when they have a property for sale. These fees will be the responsibility of the owner at the time of booking. These bookings may be honoured by the new owners explicitly at the same terms as the agreements at the time of booking.

Safety and conduct

• You have primary responsibility for your own safety during your stay at the Accommodation. You must read the House Rules, any instruction manuals and any fire or health & safety guidance included in the Guest Information Book at the Accommodation. The house rules are always available in your online compendium, and you must listen to any instructions or explanations which are provided by HolidayCo. Hunter Valley staff.
• If you become aware of anything during your stay which you believe is a health & safety risk, you must inform us immediately.

House Rules

For your comfort and safety, the following house rules apply to your stay.

• Quiet time from 10pm - 9am we require you to limit outside noise at your property.
• No running around pools or spas this is very dangerous. 
• No jumping or diving at any time into pools or spas. 
• No obstruction of pool or spa barriers at any time. 
• Children are to always at every time be supervised in pools and spas
• Always be safety conscious 

Arrivals

• Keys are not available prior to 2pm unless arranged with our office. If you arrive outside of office-hours, our staff will provide you with after-hours key collection instructions. 
• Guest Registration: HolidayCo. Hunter Valley requires every guest to complete and sign an electronic guest registration prior to arrival which will ask for photo ID. If you have not registered online prior to arrival, on check in, all guests agree to have their drivers licence scanned for a record of photo ID. This will be kept on file for 1 month only. If you have arranged after hours key collection or another person is collecting the keys prior arrangements need to be made. By providing this to the office, you also agree and adhere to our full terms & conditions   

Departures

• Departure time is 10am, however, you can apply for a late checkout for a fee. Please check with our holiday staff for confirmation.
• Please place keys back in the lock box of the property prior to departing and ensure everything is turned off, closed and locked up 

Cleaning

• Your co-operation in leaving the property clean and tidy is requested. If the property is not left in an acceptable state an extra cleaning fee will be charged, which includes the use and cleaning of outside BBQ’s. Unclean BBQ’s will incur a cleaning fee of $60.
• Garbage bins are to be put out on the relevant day and brought in. Please note, rural proeprties do not have council bins - so rubbish will need to be taken with you on departure. 
• Excess rubbish from your stay will also be removed at your cost (Min of $60)

Keys

• All keys must be placed back in the allocated lock box at the property
• Spare keys are not retained by us. If you lose your keys or are locked out of your residence, you will need to contact the local locksmith at your cost: 

Cancellations

Fees will be charged for all guest cancellations as follows:

•    If a booking is cancelled within one (1) month prior to arrival, 100% cancellation fee is incurred with no refunds. However, if we are able to rebook the property a refund maybe offered. Cancellation outside one (1) month prior to arrival a $120 cancellation fee will be charged, and all remaining deposit will be refunded.

Refunds

If any issues are not reported during your stay within the first 24 hours and we have not been provided the opportunity to resolve the issue at the time, we will consider this as feedback and no compensation will be warranted. 

A compensation voucher can only be considered if we have not been able to rectify the issue of concern and then only after owner approval. Please be assured we will do everything in our power to ensure your stay is enjoyable

COVID-19 Refund Policy

In the event that the Government mandates travel restrictions to the Hunter Valley when you are due to travel for your booking, a refund of Accommodation will be given less the booking fee and Eftpos fee

Swimming Pools and Spa

• On entering the pool or spa area, the safety gate must be properly closed
• At no time should glassware or glass bottles be taken into the pool or spa area
• All minors using the pool or spa are to be properly supervised at all times by a responsible adult
• At no time should the cleaner be removed from the swimming pool
• At no time should any of the swimming pool or spa pump equipment be manually turned on and/or valves adjusted
• No jumping from rockery adjacent to spa into the swimming pool is permitted

Pool tables

If there is a pool table at the property:

• The table has a slate top that has been levelled and should not be moved
• No children under the age of 12 are to use the table – minimum age High School
• Please ensure the cues and balls are returned and the cover put on when you leave
• Please ensure that the table is not used to put things on (wet towels, food, plates, drinks etc)

Dog Policy

We are trialling a dog friendly approach to holiday lets. There are a few guidelines to ensure the trial is successful and that we can continue to offer a high standard of accommodation to guests with or without dogs.

All doggie guests must be up to date with vaccinations for their own protection and that of future doggie guests. Please ensure flea and tick treatments are also up to date 

Well behaved house- trained dogs are allowed inside (unless specified otherwise in the property description) when supervised, but not in the bedrooms or on any furniture.

Anxious home alone barkers need to be managed so as not to unduly impact our resident neighbours.

No chewing the furniture or mats or digging up the garden!

Please pick up after your dog and check the yard is clear at the end of your visit out of respect for the next guests.

CHARGES WILL BE MADE FOR CLEANING UP DOG POO IF YOU HAVE VACATED AND LEFT BEHIND DOG MESS.

• You’ll need to bring your own pet bed, crate (if using one), food bowls and food
• There is a hose for sandy dogs

 Lost Property

All lost property found at our holiday properties will require collection once you have been notified.

Items found will only be held for 7 days from the date you vacate the property and if not donated to charity.

OTHER INFORMATION

• No furniture is to be moved at the property at any time. Damages caused will result in the loss of your bond
• HolidayCo. Hunter Valley and its respective franchises take no responsibility for any personal property left of the guest during your stay
• In the rare occasion that there is an issue at your property regarding the services or the inclusions we will make every effort to repair, modify or substitute the item that has failed. We ask that you understand that often holidays coincide with public holidays and all service providers are not always available. HolidayCo. Hunter Valley staff are available every day to assist you please be considerate during this time as we do what we can to assist you.

COMMUNICATION WITH CLIENTS

From time to time our company and associates businesses with send out newsletters and exclusive offers via email. You explicitly accept this as a term of your engagement with our company. Obviously if you wish to opt out of these communications you can unsubscribe at anytime. This will mean you will explicitly miss out on significant discounts offered exclusively to our past clients.

These terms and conditions are regularly updated, and we require you to regularly review the contents to ensure your stay is enjoyable. These terms and conditions are the master copy and are relevant.

All guests warrant that they have advised all occupants of these terms and conditions and have made them available to read

EMERGENCY SERVICES - 000

Credit card details are required to secure your reservation. If you would like to pay by direct debit, please advise in the notes section and we will send account details for payment to be made to secure your booking with HolidayCo. Hunter Valley. By providing us with your credit card details you agree to the Terms and Conditions. Please note a 2.2% fee is applicable for Credit Card transactions.