Accommodation Bookings Terms and Conditions
Please read carefully as no refunds will be given if the terms and conditions are not adhered to.
When you make a reservation with us and by paying a deposit, these terms & conditions plus the Code of Conduct for the short-term Rental Accommodation Industry are deemed to have been accepted by you.
– The property shall not be used by more than the number of guests listed on your booking.
– All guests should abide by Century 21 Coast Property good neighbour policy and shall ensure quiet time from 10PM to 8AM.
– All guests agree to abide by the Code of Conduct for the Short-term Rental Accommodation Industry
– The responsible guest must be at least 21 years of age, guests under 18 are of course welcome but must be accompanied by a parent or guardian.
– Pets are not permitted unless specifically noted in your booking and paid for where applicable.
– Smoking is not permitted anywhere on the property.
– Payment conditions & payment deposit policies apply for all bookings.
– Cancellation Policy – cancellation charges apply if you cancel a booking. Refunds will only be available in line with the cancellation policy as outlined below.
Bookings & Payment
To proceed with a booking, the following payment conditions apply:
Holding deposit is due within 24 hours of booking.
Balance of all outstanding monies are due according to the deposit policy.
Payments will be taken automatically on the dates due unless you notify us in writing.
Cancellation charges apply if you cancel a booking. Refunds will only be available in line with the cancellation terms outlined below.
Booking fees applies to all bookings. This is non-refundable.
Security Bond, as a condition of our holiday rentals, guests are required to pay a Damage Protection Fee and a Security Deposit if applicable, as described below.
Bookings will be cancelled if a payment is not received in accordance with the above terms.
Christmas Bookings – All monies for Christmas holiday bookings must have a $300 deposit for each week booked and the balance paid in accordance with the deposit policy.
For your convenience we have Secure Online Payments for deposits – Visa/MasterCard accepted only. Alternatively, you can direct deposit payments. Please Note -We do not accept cash.
Security Deposit & Damage Protection Fee
The interior and exterior of the properties we manage are finished and furnished with costly materials and products, including building materials and surfaces, soft furnishings, goods, art, accessories, housewares and landscaping. Our team thoroughly inspects each home and inventories its contents between each guest. You become financially responsible for any and all damage and loss to the property and its contents from the date and time you check-in to the date and time you check-out.
The non-refundable Damage Protection Fee protects you from being charged for accidental damage that may occur during your occupancy. You remain responsible for any damage, repair or replacement expenses exceeding the amount of Security Deposit you may otherwise have provided, so cover is up to the value of $400. Damage Protection does not cover damage or loss that is not disclosed, you must notify us if you do any damage. To avoid erroneous blame, you are required to immediately notify our team if anything is amiss when you arrive at the home. Prior to, or immediately upon vacating the property you must inform our staff if there have been any incidents or loss of damage that has occurred during your occupancy. Damage Protection does not replace or negate your responsibility for all members of your party as primary guest/renter. It does not pay for any act of intentional or negligent destruction, pet damage, re-keying, property damage resulting from motorized vehicle use, additional cleaning if the home is left excessively dirty. This cover is for accidental damage up to the value of $400 and anything in excess of this will be payable by the guest/renter.
When your reservation is made online, the Damage Protection Fee described above is shown as an automatic charge.
The Damage Protection is offered, administered and funded solely by Century 21 Coast Property and we are solely authorized to determine the nature of the cover.
You may be required to pay the Security Deposit if you are booking specific homes or staying for one month or longer at the agent’s discretion. The amount of the Security Deposit may be increased at the agents or owner’s discretion. When your reservation is made online, the Damage Protection Fee described above is shown as an automatic charge.
The security bond will be retained until our team has completed check-out inventory and inspection procedure after you vacate the premises. Should they find the home excessively dirty or that items are missing or damaged, the cost of additional cleaning hours and/or the cost of the 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. You remain responsible for, and will be charged for, the cost of any damage, repair, or replacement in excess of the Security Deposit.
Check-in and check-out times: Regular check-in is from 3:00pm. Check-out time is 9:30am.
We will endeavour to have the property ready at check in time, 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 dependent on the availability of the property.
Booking fees, extras and linen hire are not refundable once they have been paid for.
When a cancellation is made by a guest, booking fees and payments for linen hire are not refundable. Any refund applicable because the property has been rebooked will be made after the dates of the original booked dates. If the property is rebooked for only part of the original booking dates, then a pro rata refund will be made at the agent’s discretion. A cancellation fee of $140.00 applies to all cancellations. This will be deducted from funds held and the balance refunded if the property is rebooked.
Century 21 Coast Property does not offer refunds or reschedule bookings due to weather events, traffic delays, pandemics 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.
Guest Information & Obligations
It is a condition of your stay to adhere to our Terms & Conditions and to the Code of Conduct for the Short-term Rental Accommodation Industry. Guests must always abide by the local council planning laws and guidelines regarding holiday accommodation. Any breach may result in termination of your stay and/or a claim on your security bond.
No Free Nights-If you have any issues on arrival you must advise Century 21 Coast Property immediately so it can be rectified as no refunds or free nights will be given. If arriving after 5pm, then please report any issues the following morning.
Responsible Renter-As the responsible renter, you agree to be an occupant of the property for the entire duration of the stay. All other occupants will be family members or friends.
Keys – Keys must be collected from Century 21 Coast Property’s office for check in after 3:00pm on the day of arrival Monday to Friday until 5:00PM and Saturday until 4:00PM. If you lose your keys or lock yourself out of your property after hours a $50.00 service fee is applicable. If we are unable to provide a key for any reason, then you 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 of the call out. Guests must not break into or attempt to break into the premises when locked out. Keys should be returned as per instructions provided. Should 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.
Late Keys – After hours key pick up can be prearranged during office hours for key collection. However, if no arrangement has been made, the keys will need to be collected the following day.
Cleaning – Is included in the full tariff, however, if excessive cleaning is required over and above what is considered by Century 21 Coast Property to be a standard clean, the guest will be charged at cost. A minimum of $50 will be charged for excess cleaning.
BBQ -A $50 cleaning fee will be charged for unclean BBQ’s.
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 be charged a 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 furnishings are to be reported to Century 21 Coast Property 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, stairs, verandas, balconies and cleaning chemicals. Children under the age of 10 years should not be on the top bed of a bunk.
Smoking -Smoking is not permitted at 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 a steam cleaning of carpets and furniture, laundering of all soft furnishing and linen, plus replacement of linen where necessary.
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. Numbers in excess of the agreed guests will be charged for and the owner of the property has the right to request that the numbers be reduced or to terminate the booking, without refund.
Noise – We have a strict ‘no party’ policy. Only the guests staying at the property are permitted to be present. If you or any other guest receive a warning regarding excess noise, you will 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 or the police are called to the property to deal with noise complaints, 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 Century 21 Coast Property from the police, local council, neighbours, or neighbourhood. You and other occupants agree to abide by all applicable parking restrictions and limitations.
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.
Pets – If evidence of a pet is discovered without approval you will be charged for steam cleaning of carpets, furniture and/or mess left by the pet/s.
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 own property 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. We reserve the right to charge a $25 fee to collect lost property. If not claimed within 30 days, it will be disposed of.
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 and no refund will be given for error or miss-description. Our aim is to maintain a high standard of quality accommodation, but we must advise that all our properties are privately owned and are furnished to individual owner’s standards.
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.
Wildlife – Our properties are maintained and cleaned regularly, however, wildlife is common in country and coastal areas. Century 21 Coast Property and/or the owner does not accept liability for the unfortunate or seasonal visits of any wildlife including, but not limited to: possums, insects, cockroaches, snakes and spiders.
Access – Century 21 Coast Property 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 – Century 21 Coast Property 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 Century 21 Coast Property, will be remedied at any time during or after the rental period, at the sole discretion of Century 21 Coast Property.
Limited Liability – To the maximum extent permitted by law, in no case shall Century 21 Coast Property, 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 Century 21 Coast Property has been advised of the possibility of such damage.
Indemnity – Century 21 Coast Property 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 of nature and no refund or credit will be offered under these circumstances. Travel insurance is strongly recommended. We suggest purchasing travel insurance as soon as possible after paying your holding deposit which confirms your booking.
Bad Books Register/Traveller Feedback – Century 21 Coast Property participate in the Bad Books Register. By accepting 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/s may be registered with this organization or any other organization offering a register for holiday rental travellers. Traveller feedback may also be entered onto the applicable online portals. Century 21 Coast Property 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.