FAQs

  • What is meant by price includes a “Standard Clean”
    • Cleaning is undertaken by our staff when you depart. Guests simply need to leave the property in a clean and tidy condition and adhere to the following requirements:
      • Emptying all inside bins and taking all rubbish to the large Sulo bins (bagged). If rubbish collection day is scheduled during your stay, bins must be placed at the roadside for collection. Plenty of notice is given of this, in your arrival email and property compendium. We will also text you to request that bins go out during peak period stays.
      • Removing all food stuff from the fridge and freezer and ensuring the fridge is wiped out.
      • Wiping down benchtops, grill and BBQ.
      • Washing and putting away of all dishes (including emptying the dishwasher)
      • Returning any furniture to the correct position and leaving the property neat and tidy.

Unfortunately excess cleaning will be charged to departing guests.

  • Do I need to bring my own linen and towels?
    • All properties are supplied with fresh premium serviced bed linen, bath towels, bath mats, hand & face towels and tea towels. Beach/pool towels are not provided.
  • Can you Guarantee the quality of WI-FI and internet connection at advertised properties
    • Unfortunately we cannot guarantee the speed and constant availability of Wi-Fi in properties advertising this service. There are times particularly during High and Peak seasons, when connection can be intermittent or slow due to high usage in the area, and we regret this is out of our control.
  • What else is provided for my stay?
    • All of our accommodation is fully self-catered, but as a courtesy we provide a basic starter pack for each stay, including: soap, toilet rolls, basic cleaning products, some consumables and cooking essentials. We provide these items to help kick-start our guests’ holidays in a stress-free way, but guests are responsible for the ongoing supply of essentials for their holiday.
    • During winter months, we provide some complimentary wood for houses with fire places. Guests requiring more wood for their stay – or wishing to use the fire outside of winter months – will need to purchase their own, available at local service stations and hardware stores.
    • We do not supply wood for fire pits (where applicable), guests must supply their own and check before lighting any outdoor fires in case of a total fire ban.
  • Why are there limits on the number of people staying?
    • Our properties are all licensed by the City, limiting each property to a maximum number of permitted Guests staying. Guest exceeding the numbers advertised risk our Holiday House licence being cancelled and your trip being cut short for breach of our terms & conditions.
  • Can we have a party, gathering or an event at the property?
    • Under no circumstances can guests hold a party or event of any kind at any of our properties.
      City regulations allow holiday homes to be rented for accommodation purposes only and not as a function venue e.g. for a wedding or party. Functions and gatherings of any kind are not permitted and, if evidenced, will be closed down immediately. We trust that you will accept this as a reasonable request as many holiday houses have neighbouring permanent residents.
  • Can I invite friends to visit me at the holiday house?
    • Our properties are set up for the quiet enjoyment of family and friends and the maximum occupancy at a property must not be exceeded. You can invite visitors to drop by for a few hours, however it must not be for the purposes of a party or function of any kind. Visiting friends or family members are not permitted to stay overnight and must depart the premises before 10pm. Our staff and neighbours are vigilant, and guests will be asked to vacate a property immediately if any of these conditions are breached.
  • Can young adults and school leavers/students book a property?
    • We do not provide accommodation to School Leavers/ Students during “Leavers Week”.
  • Do you have any houses that accept pets?
    • Yes, a small number of our properties accept pets – please see individual property details to determine this.
  • What are your check in and check out times?
    • Arrival time is after 2pm, and departure time is by 10am. In order to get cleaning finished for arriving guests we need to be firm with these times, unless and extension is arranged with us closer to your arrival date.
  • How do I find the property address and get the keys?
    • Once you have paid for your stay in full, we will email your “arrival” details around 5 days prior to check in. This will include lock box details and all the additional information you may need just prior to prepare for your holiday.
  • What are the booking terms and conditions?
    • Our Terms and Conditions are sent to you with your booking details and can be found on our website here
  • What if a guest(s) catch COVID-19 and cannot travel? 
    • Your stay with us is subject to the same cancellation terms if COVID-19 prevents anyone from travelling; we therefore strongly advise that guests obtain Holiday & Travel Insurance to cover themselves against any unforeseen circumstances. Both Domestic and International policies now offer COVID-19 coverage.
  • What about if there is a lockdown?
    • If there is a government mandated lockdown that prevents you from travelling to stay at one of our holiday homes, we have adopted a flexible cancellation/change of dates policy. Please contact us for further information regarding this policy.