Booking & Payments

Q: How do I book a holiday home?
A: You can book directly through our website. Simply select your preferred dates, property, and complete the payment process securely.

Q: What payment methods do you accept?
A: We accept:
✔ Credit/debit cards (Visa, Mastercard) 3% fee applies
✔ PayPal 3% fee applies
✔ Bank transfers

Q: Do I need to pay upfront?
A: Yes, a 50% deposit is required at the time of booking to secure your stay. The remaining balance is due six weeks before arrival. If you need a flexible payment plan, please contact us.

Q: What is your cancellation policy?
✔ Full refund for cancellations made 30+ days before check-in
✔ 50% refund for cancellations made 15-29 days before check-in
✔ No refund for cancellations made less than 14 days before check-in. You can however reschedule a booking, $50 rescheduling fee applies.

Check-In & Stay Details

Q: What time is check-in and check-out?
✔ Check-in: From 3:00 PM
✔ Check-out: By 10:00 AM

Q: Can I request an early check-in or late check-out?
A: Early check-ins and late check-outs may be available depending on property availability and the cleaning schedule. A additional $40 fee applies and is non refundable.

Q: Are pets allowed?
A: Some properties are pet-friendly, while others are not. Check the property listing or contact us before booking to confirm if pets are allowed.

Q: What is included in my stay?
✔ Basic kitchen essentials (tea, coffee, sugar, salt, pepper)
✔ Toiletries (shampoo, conditioner, soap)
✔ WiFi (unless otherwise stated in the listing)

Guest Care Protection – FAQs

What is Guest Care Protection?

Guest Care Protection is a simple and affordable way to ensure peace of mind during your stay. For just $5 per night, this coverage provides up to $500 protection for accidental damages to the property during your stay.

What does it cover?

This protection plan covers accidental damages, including:
✅ Spills or stains on carpets and furniture
✅ Broken dishes, glassware, or small appliances
✅ Damage to walls, fixtures, or décor
✅ Accidental furniture damage

What is NOT covered?

Guest Care Protection does not cover:
❌ Intentional damage or neglect
❌ Theft or missing items
❌ Additional cleaning beyond normal use
❌ Damage exceeding $500 (guests will be responsible for any additional costs)

How do I get coverage?

The Guest Care Protection fee of $5 per night is automatically included in your booking. No extra paperwork is required!

What happens if damages exceed $500?

If damages exceed the $500 coverage limit, guests will be billed for the remaining amount. We will provide an itemized invoice detailing the costs.

Can I decline Guest Care Protection?

Guest Care Protection is a mandatory part of your stay, ensuring a hassle-free experience for both guests and homeowners.

Property & Support

Q: Will there be someone available if I have an issue during my stay?
A: Yes, our guest support team is available 24/7 for emergencies or urgent assistance. Contact details will be provided in your arrival email.

Q: Is there parking available?
A: Most properties have parking, but this varies. Check the property listing for parking details.

Q: Do you provide cleaning services during my stay?
A: A standard clean is done before and after your stay. If you’d like mid-stay cleaning, this can be arranged for an additional fee.

Q: What happens if something gets damaged?
A: Please notify us as soon as possible. Minor damages (such as a broken glass) are understandable, but larger damages may require a replacement or repair.

Cleaning & Rubbish Removal

Q: Is an exit clean included?
A: Yes, professional exit cleaning is required for all bookings and is included in your quoted price.

Q: What is included in the standard cleaning service?
✔ Vacuuming & mopping floors
✔ Cleaning of bathrooms, toilets & kitchen surfaces
✔ Wiping down benches, sinks & stovetops
✔ Freshly made beds with clean linen (if linen hire is selected, check the property listing for inclusions/exclusions)

Q: What is NOT included in standard cleaning?
✘ Removing excess rubbish and recycling
✘ Cleaning the BBQ
✘ Washing dishes
✘ Moving furniture back into place
✘ Excessive mess or deep cleaning beyond normal use (e.g., oven cleaning, collecting cigarette butts, etc.)

Q: What should we do with our rubbish?
A: Each property has rubbish bins or council rubbish bags. Please ensure waste is put out for collection if pickup occurs during your stay. Any extra excess rubbish must be removed by guests, or a disposal fee may apply.

Q: Can we clean the property ourselves instead of paying for the exit clean?
A: No. A professional clean is required after every booking to maintain high standards for all guests. This is a key requirement of holiday homeowners.

Linen & Towels

Q: Is linen provided?
A: Linen availability varies by property:
✔ Some homes include linen at no extra charge
✔ Some homes require mandatory linen hire
✔ Others allow guests to bring their own linen

Please check your property listing or contact us to confirm.

Q: What is included in the linen service?
✔ 2 x Fitted sheets + pillowcases
✔ One bath towel per guest
✔ Hand towels, face cloths & bath mats
✔ Kitchen tea towels

Duvet covers, inners and pillows are included as are extra blankets

Q: Are beach towels provided?
A: No not always, please bring your own beach towels. If a property provides them, it will be stated in the listing. Or they can be hired.

Q: If linen is automatically included, can we bring our own instead?
A: You can bring your own however, if linen hire is automatically included for a specific property, it will not alter the price of the booking should you choose to bring your own.

Contact & Assistance

Q: Who do I contact if I need help during my stay?
A: Your property manager is your first point of contact. Their details will be provided in your arrival email and confirmation message.

Q: What if I accidentally damage something?
A: Please inform the property manager as soon as possible so the issue can be resolved quickly. Small accidental breakages are understandable, but guests may be responsible for repair or replacement costs if needed.

Q: What if I have a medical emergency?
A: In case of a medical emergency, dial 111 immediately for ambulance services. If you require urgent but non-life-threatening medical assistance, the nearest medical center and pharmacy locations will be listed in your arrival information. If needed, your property manager or our guest support team can help guide you to the nearest facility.