GUEST FREQUENTLY ASKED QUESTIONS

I have questions and I would like to contact someone to discuss my enquiry.  Can I speak to someone directly?

We welcome you to Contact Us or phone (+61 406 046 868).  Our office hours are from 9 AM to 5PM ACDT, Monday through Friday.  On weekends and public holidays we are also available by email or phone. We endeavour to return email enquiries within 24 hours. 
 

Are you available 24 hours?

We provide an emergency call out service during office hours. On weekends and after-hours please leave a phone message and also send a text message if the matter is urgent. . We endeavour to return non-emergent requests within 24 hours. 
 

How do I make a booking?

  1. If the calendars do not show the period of interest, select the year and month and click on [>>]
  2. Click on the arrival date, using the calendars.
  3. Click on the departure date using the calendars.
  4. Click on the [proceed] button.

When I book my accommodation, do I have to pay a deposit?

Yes, 50% of the tariff plus administration fee of $65.00 is required as a deposit to confirm the booking and is payable within 24hrs from the date you made the booking.

Payment of deposit indicates acceptance of the booking Terms & Conditions.

What are my payment options?

Payments are accepted by credit cards, Visa or MasterCard only.

Credit card payments incur a 2.5% surcharge.

Payments can be accepted via Direct Deposit.

All payments are only accepted in AUS dollars.

When do I have to pay the balance of my accommodation?

The balance of payment must be received at least 21 days prior to the arrival date (or as indicated in your booking details).

For bookings made inside 21 days prior to check-in, full payment is required at time of booking.

If deposit or final payment is not received by the due date, Australian Luxury Stays reserves the right to cancel the booking.

Do I have to pay a Security Deposit?

Credit card details will be required at time of booking and may be used to cover incidental items such as (but not limited to) any breakages, damage or losses incurred during your stay and cleaning charges in excess of the normal level of cleaning.

Any claims will be automatically deducted from the credit card and you will be notified at the time.

More information: Terms and Conditions - Security Deposit

I’ve booked!  When will I receive arrival information?

Thank you for choosing Australian Luxury Stays!  We look forward to welcoming you.  You will receive arrival instructions two to three weeks prior to your arrival, once all payments have been receipted for your stay.  We will contact you with a welcome package and access instructions.

What are your check in and check out times?

Check in is 1500 (3:00pm) and check out is 1100 (11:00am). Please contact us in advance if you would like to arrange an early arrival or late departure time.

What if I arrive earlier, can I check in early?

In most instances your accommodation has only been vacated on the morning of the day you arrive. Please contact our Accommodation Manager should you require an earlier arrival.

Can I request a late departure?

Often we have guests arriving on the day of your departure and require the time to clean the accommodation. Please contact our Accommodation Manager should you require a late departure.

What should I do if my arrival time is delayed?

Please contact our Accommodation Manager if you find out that you have been delayed and you will not be collecting your keys when scheduled.

If I cancel my booking will I get my money back?

If a guest cancels or modifies a confirmed booking ninety (90) days prior to commencement of the stay, the deposit will be returned less a $55 GST inclusive administration fee.

If the guest cancels or modifies their stay within ninety (90) days prior to the commencement of the stay 50% of the entire booking will be retained plus a $55 GST inclusive administration fee.

If the cancellation or modification is less than twenty one days (21) days prior to the agreed check in date, 100% of the entire booking tariff will be retained unless the accommodation is re-booked for the total period of the occupancy and is to the same monetary value.

When your booking is accepted by Australian Luxury Stays, you will receive a pending notification email with links to our Terms and Conditions and Cancellation Policy.  Kindly read it through before making a payment toward your stay as any payment constitutes acceptance of our terms.  More information: Terms and Conditions - Cancellation Terms and charges HYPERLINK

Where do I collect the keys on arrival?

Collection of keys varies from property to property and is dependent on your arrival time. Prior arrangements will be made with you regarding the method for key collection to gain access to the property.

Where do I leave the keys on departure?

Return of keys varies from property to property and is dependent on your departure time. Prior arrangements will be made with you regarding the method for key return.

WiFi: Is Wireless Internet available at all of your properties?

Wireless Internet is available at most of our properties. Not all of our Internet accessible properties feature unlimited internet.  If Internet access is important to you and your stay with us, please contact Australian Luxury Stays prior to confirming your booking to clarify your needs and requirements.

Is Foxtel Television available at your properties?

 Foxtel is not available in most properties but it can be arranged for longer term stays.

Can I hold a party or wedding reception at the property?

We have a strict NO party policy

What will happen if I accidently damage something at the property?

Accidents happen! Please report all breakages or damage to Australian Luxury Stays as soon as possible.

More information: Terms and Conditions Breakages and Damages

Can you smoke in the properties?

All our properties have a strict NO Smoking policy.

What should we bring with us?

All linen is provided and the beds are made-up ready for your arrival. There are complimentary provisions of tea, coffee, sugar, milk, toilet paper, personal amenities, washing-up detergent, dishwashing tablets/powder, and laundry detergent to get you off to a comfortable start.

What if we leave something behind?

There is an  administration charge (based on time) to collect items that have left behind in properties and payment of postage or courier is the guests responsibility. Lost property that is not collected within 2 weeks will be donated to a charitable organisation.

Are pets allowed?

No pets are permitted without the prior consent and written approval of Australian Luxury Stays. 
More information: Terms and Conditions Pets

Do you provide a regular service clean of the property?

Cleaning arrangements vary depending on the length of stay and will be stipulated at the time of booking. If you would like a service clean during your stay this can be arranged as a cost to you.

Do we have to clean the property before we leave?

It states in our Terms and Conditions that you need to leave the property in a clean and tidy state upon departure. This includes washing dirty dishes, taking out rubbish  and leaving the BBQ as you found it – clean! There is a $50 charge if you do not leave the  BBQ clean.

The cost of a standard clean, which varies from property to property, is included in the tariff charged.  Extra cleaning charges will apply if the property is not left in a clean and tidy state and will be charged to the credit card on file.

What rules and regulations does Australian Luxury Stays abide by?

Australian Luxury Stays is a member of the Holiday Rental industry Association and is bound by the Holiday and Short Term Code of Conduct  including House Rules which applies to you as a guest. The Code of Conduct can be found in the Welcome To Compendium  located in the property. More information http://cymcdn.com/sites/www.hria.com.au/