Terms And Conditions
Terms & Conditions – Rental Occupancy
Section 1: Rental Payments
Payment can be made by:
• Credit Card [Visa, Mastercard, American Express (3.5% administration fee)]
• Bank Transfer (please e-mail us if you would like to pay by direct transfer, not available for bookings that commence within 7 days)
To confirm your booking, we will need the following payments and additional items before your stay:
• Full payment (taken as per payment/cancellation policy)
• Full name, address, email address & mobile phone details of guest making the booking
• Acceptance of our Terms & Conditions
Section 2: Rental Confirmation Protocol
All reservations are subject to a prepayment of 50% of the total price within the 30 days before arrival and the balance amount within the 14 days before arrival, unless an alternative arrangement has been made, and accepted, with the booking coordinator or property management.
All reservations will only be considered confirmed on the following terms and conditions.
A valid Credit Card [Visa, Mastercard, American Express (3.5% fee applies)] and other mandatory information must be included in the Online Reservation form. The information is protected by SSL encryption to ensure maximum security of guest information.
Once completed the Online system will generate an email to the guest advising their reservation request has been successfully sent to the booking coordinator. Guests must ensure they possess this document to ensure their reservation has been received by the property.
The booking coordinator will process payment from the credit card used in the Online Reservation.
Only after payment has been made will the reservation be considered confirmed and entered into the Reservation Management system. If the credit card is declined, we reserve the right to cancel the booking, or contact the guest to make alternative arrangements.
Section 3: Cancellations
(a) How to notify
All cancellations must be notified in writing by email to firstname.lastname@example.org, clearly setting out the reason and details of the proposed cancellation.
No refunds will be made for any cancellation.
(b) Within 30 days of arrival
If a cancellation occurs within 30 days but more than 14 days prior to the arrival date set out in the confirmed booking and the reason for the cancellation is accepted by property management, then we will endeavour to replace the booking with an alternate booking for the same dates and booking value. If this occurs, the money paid for the booking can be re-allocated and will be put towards the cost of a future comparable date requested by the guest. However, the re-allocation to a future date will be subject to the discretion of Property Management and also subject to availability and any other appropriate restriction set down by management. (ie.holiday periods and any minimum stay requirements etc.). A re-allocation administration fee of $50.00 will apply to all approved re-allocated bookings.
(c) Within 14 days of arrival
All cancellations received within 14 days of arrival will be charged the full amount of the booking (if not already paid) and no re-allocation will be offered. Under the circumstances set out in this clause, the guest accepts that we are entitled to charge the guests credit card for the balance of any unpaid monies remaining in respect of the cancelled booking.
Management reserves the right to terminate any booking at any time without refund or compensation. If the guest is responsible for this cancellation - including, but not limited to, matters where we feel a guest has given false information or may damage the property during their stay- no refund will be given. If we are responsible for cancelling the booking, due to unforeseen circumstances including but not limited to maintenance issues and damage to the property or its facilities that make it unable to accommodate guests, we will refund the accommodation fee, offer alternative accommodation or reschedule the booking for alternative comparable dates. This rule only applies if the damage to the property was not a result of any action that the guest or associated person/s has taken to damage the property. We reserve the right to inspect the venue during a guest’s stay when we feel required. We reserve the right to reject any stay and seek the guest’s immediate removal from the venue. Failure to vacate the venue when requested may result in legal action and costs against the guest. We reserve the right to refuse occupancy if payment is not made in full and if identification requirements are not met.
No refunds will be given if a guest fails to stay on the dates they have booked (e.g. no shows). If any portion of the rental period is cancelled by the guest after arrival no refund will be given. Appropriate insurances should be obtained to protect against any unforeseen changes or issues.
We provide all guests with detailed information about their booking and check-in procedure as well as a code to access the property. This information is sent to the guest by email before their stay. Guests are required to print this information out and bring it with them to avoid any issues with their arrival. If a guest fails to print out, and bring with them, the information provided and as a result cannot access the property, no refund will be given for their stay. If guests do not receive this information within 48 hours of their stay, they must please email us urgently so that we can ensure the relevant information is provided to them before their arrival. Failure to do this may result in issues with their check-in at the property if we cannot be contacted upon their arrival.
Section 4: Changes to dates (for all bookings, including gift certificates)
Once the rental booking has been confirmed by us, we will consider amendments received from the guest within 24 hours of the initial submission, subject to availability. We will endeavour to accommodate any changes outside of this time but cannot guarantee this and therefore our cancellation policy applies. Changes cannot be made at the commencement of your stay and the full cost your occupancy is required prior to arrival.
Section 5: Contact us
If a guest has any issues regarding their stay, they must contact us in writing at the email address provided on this website. Alternatively, a text message can be sent to our Customer Care Department at 0417956887.
Section 6: Arrival/Departure Times
Arrival time is between 2:00-5:00 PM. Departure time is before 11:00 AM. Arrival and Departure times are subject to variations and we reserve the right to vary them at any time. Guests staying past the required departure time, and arriving prior to the required arrival time, will be charged a minimum of one-half (1/2) the daily rental rate. If a guest plans to arrive after 5:00 PM, they accept that we are not liable for any injuries or delays in maintenance/assistance that may occur as a result of their late arrival. Therefore, no compensation will be considered for issues encountered in instances of guest arrival at the property after 5pm.
Section 7: Lock Boxes
Guests will be given a code for the lock box, along with detailed instructions on how to open this box when they arrive and close it again when they depart. Guests must ensure that they read and understand these instructions as there is a $150 charge if the lock box is damaged and/or code reset.
Section 8: Property Maintenance
All property maintenance and cleaning is either conducted by us and/or approved licensed contractors. We have a high standard of maintenance and employ a range of dedicated maintenance personnel that are available to remedy any unforeseen issues a guest may have during their stay. Naturally, all property issues and maintenance matters cannot be foreseen or predicted. Therefore, guests are to inform us immediately if something has been discovered that needs urgent attention. If a maintenance issue has occurred, we have a contracted maintenance company that will attend the property as efficiently as possible. We endeavour to remedy any maintenance or cleaning issue promptly during a guest’s stay, however we cannot guarantee the issue will be rectified during their time there as this may be reliant on outside factors, e.g. available trade’s people. Refunds and discounts will not be given if the guest fails to contact us about a matter at the time of awareness. If the issue cannot be resolved during a guest’s stay an appropriate discount may be applied to their stay. Our maintenance department can be contacted by email or text message between the hours of 9am-11pm. Messages received after 11pm will be dealt with as efficiently as possible after 9am the next morning when the maintenance department returns to duty. If the guest is not satisfied with the way the issue has been attended to and decides to vacate the property before the end of their stay, they must notify us in writing, prior to their departure, of their intention to vacate. An investigation must then be undertaken by Yarra Ranges Accommodation to ensure all matters have been attended to by us and our contractors appropriately. Refunds will only be given if on completion of this investigation the property has been deemed uninhabitable or unsafe.
Section 9: Guest Amenities
The property will be cleaned prior to guest arrival. The property should also be left clean and tidy upon guest departure, with the exception of linen and towels which will be changed on departure. We do not expect the guest to wash the linen provided to them prior to their departure. Each property is supplied with some cleaning products, cleaning sponges, cloths, broom/dust pan or vacuum cleaner/dust buster to enable the guest to keep the property clean during their stay. Guests may need to replenish these cleaning products during their stay (for their own use). We will supply the guest with an initial amount of soap, shampoo, conditioner, dishwashing liquid and toilet paper. However, if this runs out the guest must purchase their own. No laundry detergent will be supplied. Milk for tea and coffee is not supplied. A washing machine & dryer may not be available, and therefore guests are advised to make prior arrangements if required.
Items that will be available:
Bed linen and blankets (plus sofa bed linen if applicable)
Bath towels, bath mat, hand towel & tea towel
All kitchen utensils (pots, pans, frying pan, tea towels, knives, glasses, cutlery & crockery)
Basic cleaning products (dishwashing detergent, sponges)
Iron & ironing board
Water, electricity and/or gas
Section 10: Upon Your Departure
On departure guests must ensure the property is left clean & tidy. If a dishwasher is provided, please load it and start the cycle, the clean dishes will then be put away by our cleaning staff. If a dishwasher is not provided, please clean and rinse all dishes and leave them on the drying rack to be put away by our cleaning staff. The property needs to be left in a clean and tidy state, however we do not expect guests to vacuum, mop or do any deep surface cleaning or laundry. All trash is to be disposed of in the proper receptacles that are provided at the property (recycling, rubbish, etc).
We proudly use local cleaning contractors to thoroughly clean, prepare and maintain our properties. After years of managing various properties, appropriate cleaning ratings have been established to ensure our properties are suitably prepared within a reasonable time frame and we expect the same care and respect when our tenants depart the properties. If Yarra Ranges Property Services determines that the property has not been left in a reasonable state and thus this cleaning time is exceeded, further charges will apply for the extra cleaning costs. Common situations that result in additional charges being applied include leaving dirty dishes out or not cleaned properly, dirty muddy shoes worn inside, children’s hand prints on multiple surfaces, grease spatters on stovetop, splashback & counters, spillages and/or burnt on food left in the oven, large spills inside the fridge or on the countertop and down the front of cupboards in drawers etc, furniture being moved, excessive scuff marks on floors and surfaces, wax spillage, damaged items and a general neglect or care toward the facilities. Extra cleaning charges will be billed at $50 per 30min block. It is the guests responsibility to leave the property clean & tidy.
Section 11: Occupancy
The rental price provided is for 1 to 2 people (unless stated otherwise). Each additional person incurs an additional charge. The additional charge can be given on request. We also require photo ID and current address details of at least one individual that is staying at the property. If a guest arrives with more individuals than notified, no one will then be permitted to enter the property, and no refunds will be issued.
Section 12: Additional bedrooms & bedding (for sofa beds)
Our prices are based on a couple (2 adults) sharing the same bed. During occupancy when only 2 adults are staying at the property, the additional bedroom and bathroom will be locked and unavailable for use. Additional bedrooms and bathrooms can be unlocked or linen provided for the sofa bed for the additional person charge per night.
Section 13: Breakages, Theft & Relocation of furniture
Upon arrival, guests must notify property management of any damage to the property or its contents as well as report any items that may be missing from the property. Failure to do so may result in costs being sought from you for damage repair or replacement of items. All breakages, damages, or missing items must be paid for, plus time & effort involved to cover replacement or repair costs.
If the guest has moved any furniture during their stay, they must return it to its original position (the position it was in when they arrived) prior to their departure. If any furniture is damaged as a result of it being moved from its original position in the house the guest will be charged for repair/replacement. If our cleaning staff has to move furniture back to its original position after a guest’s stay there will be a $100 charge.
Section 14: Smoking
All properties are non-smoking. Where applicable, ash trays are provided outside.
Smoking inside will attract a $150 cleaning & deodorising fee – non-negotiable.
Section 15: Candles
Candles are not to be used at the property at any time. This is due to fire risk and we consider dripping of wax from candles onto any surface as destruction of property. Additional fees will apply for candle wax dripped onto any surface. This fee is a minimum of $100 for basic cleaning and removal of wax, however, the fee could be significantly greater if furnishings (including carpet) need to be replaced due to wax damage.
Section 16: Parking & vehicle facilities
Off street parking is available at most properties for 1 vehicle. Guests are required to confirm whether they require parking or not prior to arriving for their rental booking. We are not responsible for any damage or theft of vehicles parked on or near our property. Parking is at your own risk. Please be respectful of other guests - If a guest has more than 1 vehicle, the additional vehicle/s will need to be parked in the surrounding streets. Do not park vehicles in any spot other than that which is allocated and labelled for the guest’s particular cottage.
Section 17: Goods kept at property
We are not liable under any circumstances for loss, theft or damage to a guest’s property/belongings, or personal injury. We advise the purchase of appropriate insurance to cover all unforeseen circumstances such as injury and/or loss/damage to your personal belongings.
Section 18: Goods left at the property
If items are left at the property upon a guests departure, they must organise with us an appropriate date and time to either attend the property to collect the items or arrange (at their cost) a courier service to collect the items from the property on their behalf and deliver them to the guest. We are unable to arrange our staff and contractors to collect the items from the property and post them back to the guest. If items are not claimed immediately they will be given to a local charity or disposed of.
Section 19: Provision of Firewood
We endeavour to provide firewood for our properties that have a wood fireplace. However, due to occasional firewood shortages, environmental restrictions and weather conditions firewood may not always be provided and it is recommended that guests bring their own firewood with them if they wish to use the fireplace during their stay. Although we try to provide firewood, the fireplaces/wood-heaters are not a source of heat for the property, nor any part of the payment, and therefore we are not obliged nor can provide firewood consistently. If the guest desires to have a wood fire and wants to ensure firewood is available they may wish to purchase a bag at any local supermarket or petrol station, or simply purchase firewood to be delivered directly to their cottage at the time of making their booking. The additional supplier cost of firewood is indicated on our website booking form.
Section 20: Severe weather – Dandenong Ranges Properties
From time to time the Dandenong Ranges are subject to severe weather. This weather can result in power failure, loss of television reception, and damage to the premises (dwelling or surrounding property). We will not accept responsibility for any severe weather that causes power outage, interruption in television reception or damage to the property or its inhabitants. No refunds or discounts will be given (See Cancellation Policy).
The Dandenong Ranges are subject to high fire danger. Each person/s must obey the strict rules that apply to Total Fire Ban days. These rules, and other sources of valuable information that can help during a Total Fire Ban day, can be found at www.cfa.vic.gov.au. If a guest decides to evacuate the premises on a Total Fire Ban day, they have the option to reschedule their booking for an alternate day. Rescheduled bookings are only available for a Monday-Thursday night stay, regardless of the original day of week booked and are subject to availability. Please note that a $50 rescheduling fee applies. The guest must contact us in writing (via text message or email), to notify us of their plans to vacate and we must confirm receipt of this communication before any rescheduling will be allowed. Guests are to leave prior to 8 am of the Total Fire Ban day and must not return to the property before 8 am the following morning.
Section 21: Electric Blankets
Electric blankets are provided at some of our properties for the comfort of our guests during the cold winter months. You must ensure an electric blanket is not left on while the property is unattended or whilst sleeping.
Section 22: Wildlife
Each time the property is cleaned, all spiders, flies, millipedes and other insects are removed and the property is sprayed with a long acting surface spray. This surface spray is designed to prevent cobwebs and kill insects when they come into contact with it. It is impossible for us to prevent spiders, flies, millipedes and other insects from entering the property between the time it is cleaned and guest arrival. Possums may also find their way into the roof or wall and they are also known to jump from trees onto the roof making a very loud noise. Possums also have a very loud territorial call that may be frightening to some guests. We will not ask our cleaning or maintenance contractors to attend the property to remove dead, or alive, spiders, flies, millipedes and other insects, mammals or marsupials during a guest stay and no refund, discount or exchange will be given.
Section 23: Breakfast Hampers
Cream at Sassafras provides wonderful hampers for our guests. In order for a hamper to be delivered to the property prior to guest arrival, it must be selected and paid for upon confirmation of the guest’s stay. If guests would like to organize a last minute hamper please contact us by e-mail/TXT message or directly contact Cream at Sassafras by telephone to ensure last minute delivery is possible. Payment for last minute hampers must be made by credit card only or directly to Cream at Sassafras. We require at least 5 days notice for hampers paid for by direct deposit. Hampers will not be provided if payment has not been received. Cream at Sassafras is an independent company and is not affiliated or associated with our entity. Descriptions of hamper contents are provided to us by Cream at Sassafras. From time to time, if a product is not available, it will be substituted with a comparable product at Cream at Sassafras’s discretion. If Cream at Sassafras is unable to provide a hamper, an alternate hamper company will be commissioned to provide the hamper.
Section 24: Marketing
Specials, Offers & Discounts:
From time to time we offer discounts and specials that are published either on our websites or through our various other rental advertising mediums. All special offers/prices/discounts are subject to availability and are not available on all dates and black-out dates do apply. Special offers/prices/discounts are only available for bookings made on the website on which they are stated. Special offers/prices/discounts must be applied to the booking at the time of making the booking and discounts will not be given to bookings that have already been made/confirmed. All offers are subject to our terms and conditions and the requirements as specified. If you wish, or do not wish, to receive these offers please contact us via email.
Section 25: Security Deposit & Payment of Additional Charges
The credit card used to make your booking will be debited in the event that there are outstanding charges, cleaning fees, damages, or losses caused to the property during your occupancy. You are liable for any outstanding charges and/or the repair or replacement value of damage or losses to the property regardless of the amount. You are also liable for any time and effort involved in replacing any item that has been damaged or lost/stolen. The registered individual or signatory is responsible for all other individual/s that he/she allows into the property and will be liable for damages caused by themselves or any other invited person/s, regardless of whether the registered individual is present or not at the time the damage occurs. Additional fees will automatically be charged to the credit card you provided for your booking and you will be notified via email if this has occurred. If we are unable to charge the credit card provided, you will be issued with an invoice that must be paid within 7 days. Please note that our parent company is a registered member of Veda and any non-payment will result in a default listing issued against your name. This will affect your credit rating.
Section 26: Booking.com Rental Bookings
All bookings made on Booking.com are immediately subject to our cancellation policy (regardless of if payment has been taken). If payment is unable to be taken at the time of booking due to incorrect credit card information or insufficient funds, we will contact you and you will have 24 hours to provide full payment. If payment is not received in this 24 hour period, your dates will not be reserved and you will be issued with an invoice for the appropriate amount as per our cancellation policy. Please note there is a 5% surcharge on payments/bookings made with American Express.
Section 27: Bookings made through third party online travel agencies
If a booking made through an online travel agency (e.g. booking.com, Expedia, Wotif, Hotels.com, Agoda, Air BNB, etc) has been approved by management for a refund/discount/booking alteration, the applicable amount will be based solely on the NETT payment value for that booking.
Section 28: Acknowledgments & Complaints
Upon confirming your rental with us you acknowledge and confirm to abide by the associated terms and conditions specified.
All complaints are required to be lodged in writing via e-mail, in order for us to initially review the matter. Formal complaints must then be submitted via the YRA Complaint form (Feedback & Complaints) located on the “Contact Us” page at www.yarrarangesaccommodation.com.au. All formal complaints received will be investigated promptly and a response given in writing either via e-mail or mail once the matter has been fully reviewed and determined.
Please note formal complaints will not proceed if another intermediary is also reviewing the matter, or you have submitted the matter to any other entity.
If you are not satisfied with the outcome of the formal complaint you can contact Consumer Affairs for further information.
You acknowledge that legal costs may be sought from you if legal counsel is retained by us to handle your matter. Generally, this will occur if you refuse to lodge a formal complaint with YRA, and/or seek to proceed with matters via another forum, therefore not giving us the reasonable opportunity to investigate and review your matter.
False or defamatory complaints made by individuals to outside organisations are considered very serious and will immediately be forwarded to our legals for further action.
Section 29: Use of Accommodation Services
You consent to Sleepovers Australia/NZ, or authorised agents thereof, using personal information on Guestchek.com in relation to your use of accommodation services.
Section 31: Amendments
We reserve the right to change these Terms and Conditions at any time, and without notice. We are privately owned, and the management reserves the right to refuse service to anyone.