Shop 1/11 Ward Street Coolangatta Qld 4225
BOOKING INFORMATION TERMS & CONDITIONS
OFFICE HOURS: MONDAY TO FRIDAY 8.00am to 5pm (QLD time) & SATURDAY 8.30am to 4pm (QLD time)
OUR EMERGENCY AFTER HOURS PHONE NUMBER IS 0410 027 341
(this is to be used for plumbing or electrical emergencies, or if you have locked yourself out).
CHECK IN TIME: 2.00pm (QLD time) CHECK OUT TIME: 9.00am (QLD time) Unless otherwise advised.
All bookings must be registered to an adult over the age of 21 and a registered guest must be present at the property with other approved guests for the full duration of their stay. Upon check-in, a registered guest must provide a valid credit card. RBR also require a copy of your photo ID for the booking. This information will be kept securely and destroyed within thirty days after departure.
PLEASE NOTE: 2 SETS OF KEYS (MAX) WILL NOT BE ISSUED UNTIL THE FULL TARIFF HAS BEEN PAID, THE SECURITY DEPOSIT HAS BEEN TAKEN, A VALID CREDIT CARD IS PROVIDED AND A COPY OF YOUR PHOTO ID HAS BEEN TAKEN.
To secure your reservation a minimum deposit of $500 or 30% of the total tariff (depending on the accommodation booked and length of stay including Bookings with a value over $3000) is payable within 48 hours of initial booking enquiry. Should your total accommodation cost be less than $500, your total accommodation cost is payable in full at time of booking. Should your deposit not be paid within 48 hours, the booking will be automatically cancelled.
Balance of payment must be paid 30 days prior to arrival date. Rent for the full period of the booking must be paid by Direct Deposit online or by credit card either over the phone or via our online booking system (VISA or MasterCard only and a 1.4% surcharge will be incurred). For payments by direct transfer, please use the bank and reference details provided on your booking confirmation email.
NOTE: WE ARE NOW A CASHLESS OFFICE.
BOOKING FEES & CREDIT CARD FEES
RBR Holidays charges a $90 non-refundable booking fee on all bookings. A non-refundable credit card surcharge of 1.4% will be charged for all bookings paid for with either Mastercard or Visa.
CLEANING FEE & SECURITY BOND
A departure cleaning fee applies to all bookings. Some properties also require a security bond.
Cleaning is performed by independent third-party contractors. Any cleaning concerns must be reported to our office within 48 hours of check-in, together with photographic evidence. RBR Holidays will arrange for the contractor to rectify any verified cleaning issues. Failure to notify us within this timeframe may affect your ability to make a claim.
Bookings of more than 28 days will incur a double departure cleaning fee, which is included in the booking tariff.
RBR Holidays must be given a reasonable opportunity, being up to 24 business hours after notification, to inspect and rectify any reported issue before any claim for compensation will be considered. Any compensation, where applicable, is at the sole discretion of RBR Holidays.
BOOKING MODIFICATIONS
You can modify your booking more than 60 days before your arrival date.
- Changes must:
- Be for the same property originally booked
- Be moved to a date within 12 months of the original booking
- If rates or fees (e.g., cleaning) have increased since your original booking, the new, higher charges will apply.
- If you request to shorten your stay within 60 days of arrival:
- It must be approved by RBR Holidays and the property owner
- Approval depends on the chances of rebooking those dates
- The owner has the final say and may retain any deposit paid if the change is not accepted
- A non-refundable $50 amendment fee applies to any changes resulting in a lower booking value.
- If you wish to extend your booking during your stay you are required to notify our office 48 hours prior to your initial departure date.
BOOKING CANCELLATIONS
- More than 60 days before arrival: You’ll receive a refund of your deposit, minus the booking fee, credit card charges, and any third-party service fees.
- Less than 60 days before arrival: Your deposit is non-refundable.
- Less than 30 days before arrival: No refund will be given for any amount paid.
- No refunds or credits will be given for:
- A change of mind
- Leaving the property early
- Changes to your travel plans
- Choosing not to complete your stay
- Bad weather or natural disasters (e.g., storms, floods)
OWNER CANCELLATIONS & CANCELLATIONS BEYOND RBR'S CONTROL
In the event that RBR Holidays is required to cancel your booking, whether due to the property being sold, withdrawn from our management portfolio by the owner under their agreement, or for any other unforeseen reason, a full refund will be provided. Where possible, we will offer alternative, comparable accommodation subject to availability. We will make every effort to notify guests as early as possible in such circumstances. RBR Holidays cannot be held responsible for circumstances beyond their control. That is, if the property is sold or withdrawn from the rental market, the property is altered in any way, or the owner wants the property for their own use or any other bona fide reason (result of damage by storm or flood for example).
TRAVEL INSURANCE
We strongly recommend you purchase travel insurance to cover any unforeseen circumstances including; loss of deposit, cancellation of airline flights, cancellation fees, medical expenses and loss of any personal belongings during the stay.
AFTER HOURS/OVERNIGHT – EMERGENCY ONLY CONTACT:
Should you have any electrical or plumbing emergencies only, or you lock yourself out, please contact our mobile number 0410 027 341.
Please note, if you lock yourself out, or where there is a breach of our Terms & Conditions, a call out fee of $100 will be charged to the guest. This fee is payable direct to the RBR host at time of incident.
If a set of keys is lost during your stay, a replacement fee will be charged. The amount will vary depending on whether remotes or restricted keys need to be replaced.
For any after-hours smoke alarm beeping concerns, please contact 1300 652 213 and follow the prompts provided. If you still need assistance, contact our after-hours number.
CHECK IN
Check in is from 2.00pm on the date of arrival. Upon check in the Guest Registration Form must be signed by the guest named on the Guest Registration Form, credit card details are required. No keys will be issued until these requirements have been met. A maximum of 2 sets of keys per tenancy can be provided.
OFFICE HOURS
Our Office hours are: 8.00am – 5.00pm Monday – Friday & 8.30 am – 4.00 pm Saturday. We are Closed Sundays and all Public Holidays. If you are arriving outside these office hours, please call our office so we can arrange after hours check in. A Security call out fee of $100 will apply for arrivals outside normal office hours that have not been pre-arranged with our office.
CHECK OUT
Departure Checkout time is 9 am (unless otherwise advised). For out of hours check outs, there is a key return box at our office, located to the right hand side of the safe, labeled "RBR Holidays Key Return'.
Late departures will incur a fee.
Prior to departure from the property the following must be done;
- All rubbish to be removed from the property and placed in the appropriate bins.
- Dishwasher must be emptied, all dishes washed, dried and put away.
- The property must be left secure with all windows and doors closed and locked.
- The furniture must be placed back in its original position.
- Please leave the premises clean and tidy as an additional cleaning fee may be charged.
- The barbecue must be cleaned or a fee of $110 will be charged for cleaning.
All keys must be returned to the offices of RBR Holidays (unless otherwise advised). Failure to return keys will incur a fee to cover the cost of recovering the keys. In the event the premises are left in an excessively dirty or untidy state a charge will be made to your credit card. All such charges are subject to the managing agent’s discretion.
LATE CHECK OUT
If you wish to check-out later than the standard 9am QLD time check-out you must obtain approval from an RBR Holidays team member at least 48 hours prior to your scheduled check-out time. RBR Holidays may approve or decline request for late check-out at their discretion.
- Late check outs may also be approved with a min 48hrs notice. A charge equal to 50% of 1 nights tariff is payable on approval (this charge may differ depending on check out time requested).
- If you check-out after 9:00am without approval a surcharge of $50 per hour will be applied to your account and calculated on the time your key is returned to our office. You will also be charged a $90.00 cleaners call out fee, payable on the day.
PERSONAL PROPERTY
RBR Holidays cannot accept any responsibility for loss or damage of the Guest’s personal property either during the booked period or after the Guest's departure. This includes but is not limited to; loss from theft, damage due to failure of equipment, damage caused by staff and contractors, or inability to retrieve lost property items left at property. If items are left behind guests are encouraged to report this to our office within 24 hours of departure and we will do our best to retrieve these items. Guests will be required to reimburse RBR Holidays for the cost of postage.
TOKENISATION
RBR Holidays has a Secure Tokenisation application in place which reserves the right for all credit card details provided through our online booking system and as security upon check -in to be saved internally.
GUEST ONLINE REGISTRATION – NEW ENHANCED CREDIT CARD SECURITY WITH ACTIVE VERIFICATION – As From 4th June 2026
During the online registration process, guests will enter their card details into a secure form. The system will perform a $0.01 preauthorization to verify the card has available funds, then instantly store the card in a secure vault, for use with any remaining payments; the cardholder will have to verify the $0.01 transaction using 2 factor authentication, this preauthorization will come through as a charge from RBR.
DAMAGE OR LOSS
The interior and exterior of the properties we manage are fitted and furnished with costly materials and products, including building materials and surfaces, soft furnishings, goods, art, accessories, homewares, and sometimes gardens. Our team thoroughly inspects each property and inventories its contents between each guest.
You will become financially responsible for any damage and loss to the property and its contents from the date and time you check-in until the date and time you check-out. In the rare instance that RBR Holidays need to charge saved card details for incidentals, loss, damages or excessive cleaning, guests will be notified within 30 days after vacating the property and the cost will be charged to your nominated card immediately.
MAXIMUM NUMBER OF GUESTS
Each property on our website has a ‘Features’ list which lets you know the maximum number of guests allowed in each property at any time during the holiday stay – exceeding this number is strictly prohibited. Please identify the amount of guests staying at time of booking.
SMOKING
Smoking in accordance with State Legislation is NOT permitted inside or on the balcony of any Holiday Rental Property. If it is found that smoking has occurred, costs associated with the cleansing of the property to remove all traces of cigarette smoke will be charged to the guest. This can include dry cleaning of soft furniture and furnishings. Any evidence of smoking inside the property will incur a minimum cleaning fee of $250. For further information on legislation please refer to QLD Smoking Laws OR NSW Smoking Laws.
RENTAL RATES
Rental rates are current at the time of publication and are subject to change without notice. While every effort is made to ensure advertised rates are accurate, we accept no responsibility for errors or omissions in any marketing material. Any verbal quote is an estimate only and is subject to written confirmation.
If the rental rate changes after you have made a reservation but before it is confirmed, you will be notified and given the option to:
pay the revised tariff;
choose an alternative property (subject to availability); or
receive a full refund of any deposit paid.
Property Owners may also adjust rental rates at their discretion before confirmation. If this occurs, the above options will apply.
If you amend your booking dates, the rental rate applicable at the time of the amendment will apply to the revised booking.
Properties are individually priced and differences in rental rates generally reflect the property's standard, features, and amenities.
Appliances and facilities, including air conditioning, swimming pools and electrical equipment, may occasionally break down or require repair. Please report any issues as soon as possible. Every effort will be made to restore these items promptly; however, their availability cannot be guaranteed for the duration of your stay. No refund or reduction in rental rate will be provided for the temporary unavailability of these items.
ACCESS TO PROPERTY
From time to time & without warning, certain tradespeople and service providers may need to access the property during your stay. Smoke Alarm Inspectors and body corporate managers may need to carry out certain safety & legislative requirements on certain times & days. We thank you for your co-operation.
BUILDING WORKS, RENOVATIONS AND NATURAL DISASTERS
RBR Holidays and the property owner cannot and will not be held responsible for, but not limited to; works including building construction works, nearby working sites and any associated noise, disturbances or inconvenience outside of their control. If you have any concerns, then please do not hesitate to contact us prior to making your reservation.
RBR Holidays cannot and will not be held responsible for any natural events, disasters beyond our control and any inconveniences these may cause. No refunds will be provided for any of the above circumstances.
QUALITY OF PROPERTIES
Whilst all care is taken by RBR Holidays to ensure accuracy of information and photos are up to date on the website, if on arrival at a property it is not of a type or standard that was expected, RBR Holidays cannot accept any liability for any misconception as to the features and quality of the property.
ANIMALS
No animals or birds are permitted in units as it is against the Body Corporate Regulations. If you wish to bring any animals into a holiday house, you must first check with reservations. We have a small number of apartments which are Pet friendly, and if the booking is approved by the owners, a Pet fee of $15 per day is payable. If an animal is taken into a unit that does not allow this, all associated cost for cleansing of the property will be incurred by the guest.
WI-FI AND INTERNET ACCESS FOR GUESTS
Wi-Fi is only available in properties that are advertised as including Wi-Fi. Where Wi-Fi is provided, guests are requested to be responsible in using it and only use it for accessing emails, social media simple online searches and where available online streaming services such as Netflix using your personal log in, note that uninterrupted connection cannot be guaranteed. We recommend that if you have urgent or important business to conduct during your stay, you should bring your own mobile internet device for this purpose. Due to the intermittent/unpredictable nature of technical issues, we cannot offer a refund or discount on your tariff should internet service be unavailable at any time during your stay.
LINEN
Linen is NOT supplied unless specified in the property advertising. You are welcome to bring your own linen or it may be hired through HIRE ALL by either visiting www.goldcoasthireall.com.au calling directly on 07 5536 1379 or via email info@goldcoasthireall.com.au
Please note that clean linen MUST be used at all times for the duration of your stay. If it is found that you have not used sheets and pillow slips on the beds you will be charged to steam clean the mattress and replace all the pillows & pillow protectors.
OCCUPANCY CONDITIONS
The holiday premises are let for holiday purposes only. Properties we manage are to be used purely for holiday accommodation only as they are located in residential areas of Rainbow Bay and surrounds, and as such, functions, weddings, parties or any other like gathering for more than the maximum sleeping capacity of the property is strictly prohibited. A cleaning and maintenance charge will be incurred should any type of function or gathering be held in the property, and the booking will be terminated immediately with no refund of tariff. Unfortunately, where damage has occurred, the additional cleaning and/or replacement costs will be charged.
KEYS
For security reasons, lost keys will incur a complete re-key of the locks at the guest’s expense, the cost of which is between $25 to $250 a set depending on the property. An additional charge of $150 plus GST will be charged for remotes which are lost or damaged.
CAR PARKING
Some properties do not provide car parking. If car parking is provided, the Guest must only use the car parking space allocated to the property and not interfere with the use of common property by other persons.
GUEST CONDUCT, NOISE COMPLAINTS & BODY CORPORATE COMPLIANCE
Guests must comply with all house rules and Body Corporate By-Laws during their stay.Parties, events, excessive noise, anti-social behaviour, smoking, or any conduct causing disturbance to neighbours or complaints from residents, security, building management, or authorities are strictly prohibited.Should you be asked to vacate the property due to a violation of RBR Holidays Terms & Conditions or Body Corporate/Strata By-Laws, no refund will be provided for any unused nights. Guests will also be responsible for any fines, damages, cleaning, or security call-out costs, including loss of any bond paid.RBR Holidays reserves the right to inspect the property at any time during your reservation upon demand and without notice.
ELECTRIC VEHICLES INCLUDING ELECTRIC BIKES
Electric vehicles are not permitted to be charged at holiday properties including inside apartments, houses, garage areas or all common areas inc. basements and parking spaces.
Electric bikes may be charged outside of freestanding houses, however, cannot be charged in any common areas of building complexes In the event of fire, guest's will be responsible for paying for all damages incurred.
BICYCLES
Should the unit you have booked provide bicycles for their guests to use throughout their stay; Please note, use is entirely at the guest’s own risk. While we aim to keep all bicycles in good working order, we make no guarantees regarding their condition or safety, and guests are responsible for checking the bicycle before use, riding safely, and complying with all applicable laws. By using a bicycle, guests acknowledge the inherent risks of cycling and accept full responsibility for any injury, damage, or loss that may occur. To the fullest extent permitted by law, RBR Holidays/RBR Property Consultants Pty Ltd accepts no liability for any accidents, injuries, or property damage arising from bicycle use, and guests are liable for any damage to or loss of the bicycles (excluding normal wear and tear)
FUTURE RESERVATIONS
Reservations do not automatically repeat. If you wish to request the same property for the same period the following year you must make that reservation before you depart as it will be live to the public from then.
PROPERTIES FOR SALE
If your holiday property is listed for sale while you are in residence, the occupier agrees to allow the owner or agent to conduct inspections with prospective purchasers at mutually convenient times, by appointment.
Personal Information Privacy Act 1988
We use your personal information collected from you during the holiday booking process for security purposes. We may also use this information to contact you with respect to holiday specials and properties listed for sale with RBR Holidays & RBR Property Consultants that may be of interest to you via email, SMS or phone. By you providing this information you agree to this unless you advise us differently. If this information is not provided, we may not be able to provide an effective service to you. Other than in circumstances allowed under the Privacy Act 1988, we do not disclose information of this kind to other parties. We store your information in VaultRE & HomHero. If you would like to access the personal information we hold, you can do so by contacting RBR Property Consultants on info@rbr.com.au or simply click unsubscribe on the email or SMS correspondence to be removed.