FAQs

  • How do I make a booking?

    You can simply go straight to our website and book the property you require through our secure booking system or phone our office 07 5535 3500 and speak to one of our friendly team who will be happy to make the booking for you.

  • When I make my booking, what deposit is required?

    A minimum deposit of 25% of tariff, along with a booking fee of $22 (credit card fee of 1.65% will apply) this is to be paid at the time of booking (by doing so you accept all terms and conditions). Further payments can be made before your arrival, by using direct transfer or credit card.

  • When do I pay the balance?

    Balance of accommodation is due 14 days prior to arrival for off season bookings and 1 month prior for Christmas and high season. Also a refundable bond from $300 to $1000 is payable at the time of your arrival when collecting keys or prior if arriving out of hours.

  • Check in Time

    Check in time is 2pm unless arranged prior to your arrival with the Property Manager. Please be aware that if we have guests checking out on the day you arrive, the cleaners will need to have sufficient time to clean the property.

  • Check out Time

    Check out is 10am. As accommodation often has arrivals that we require time to have them cleaned and prepared for next guest. Please speak to one of our team as early as possible if you wish to enquire about late check out availability. Charges may apply depending on the time you require, we are happy to assist where possible.

  • Where do I collect the keys from?

    Keys can be collected from our office 47 James Street, Burleigh Heads., they will be issued if the booking and bond have been paid in full. We will also request to site your identification at the time of key collection.

  • Arriving or departing after hours

    Office hours Mon – Fri 9am to 5pm Sat 9am to 2pm (closed Sunday and Public Holidays) . Please advise before hand if you are arriving our of office hours we will give you instructions for alternative key collection. KEYS WILL ONLY BE MADE AVAILABLE IF THE BOOKING AND BOND HAVE BEEN PAID IN FULL.

  • Departing

    Keys are to be returned to our office on the day of departure. I you are departing after hours a return turn slot is located in the front door of our office. Please ensure the accommodation windows and doors are closed and locked

  • What if something is not working when I arrive?

    If something in not working during your stay please contact our office as soon as possible so we can organise repairs. We do have an after hours number 5535 3500 for emergencies. Also included with your keys is a Welcome letter where you can record comments or non urgent maintenance issues. We always appreciate your feed back. We know that accidents do happen and we appreciate if you let us know of any damage or staining to property during your stay. Usually we hold the bond and then obtain a quote to repair or replace the damage, this can then be paid from bond or you can pay with credit card or cash

  • What do we need to bring?

    Some of our accommodation has linen supplied and this will be listed on the property description. All other properties will require you to bring your own linen or you can hire for a fee. We can organise linen hire or we can provide contact details for you to order direct. Baby goods and other items are available for hire; please check with one of our team for availability. A starter pack of dishwashing liquid, laundry liquid, soap, toilet paper and dish cloth is provided; this should cover the first initial couple of days. For longer stays you will need to purchase or bring your own.

  • Arranging your own linen

    We recommend Burleigh Hire for linen and Baby Goods hire, please contact them directly for more information

    http://burleighhire.com/

    http://www.goldcoastholidayhire.com/

  • Bond Return

    Your bond will be retained in our trust account until the cleaners have completed their job and reported any problems or excessive time to clean the property. It is usually returned to your nominated bank account within 5 working days.

  • Do we have to clean the property before we leave?

    As per our terms and conditions, you will need to leave the property in a clean and tidy state. This would include striping the bed of hired linen and leaving inside the front door. Making sure the garbage has been removed and placed in the appropriate bins. Please ensure washing up has been completed and crockery etc has been placed back in the cupboards. Please do not move furniture items. If something needs to be moved, please ensure that it is put back in place before you depart. If you are staying in a house, can you please put the bins out on the designated day and clean BBQs. Please note that extra cleaning fees can be incurred if property is not left in clean and tidy order.

  • Additional Guest

    Please check with one of our staff members regarding additional guests. Our properties have a maximum number of people permitted to stay due to fire regulations. Should you have any further questions please contact our office and we will be happy to assist.