BOOKING INFORMATION & TERMS OF TENANCY
OFFICE HOURS: MONDAY TO FRIDAY 8.30am to 5pm (QLD time) & SATURDAY 8.30am to 4pm (QLD time)
EMERGENCY AFTER HOURS PHONE NUMBER IS LOCATED ON OUR OFFICE DOOR
CHECK IN TIME: 2.00PM (QLD time) CHECK OUT TIME: 9 am (QLD time)
All bookings must be registered to an adult over the age of 21 and 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 personally sign a registration form and provide a valid credit card for a security deposit. The card details will be kept securely and destroyed within thirty days after departure.
PLEASE NOTE: NO KEYS WILL BE ISSUED UNTIL THE FULL TARIFF HAS BEEN PAID, THE SECURITY DEPOSIT HAS BEEN TAKEN, ONLINE CHECK IN HAS BEEN COMPLETED OR REGISTRATION FORM SIGNED.
To secure your reservation a minimum deposit of $500 or 30% of total tariff (depending on the accommodation booked and length of stay including Bookings with a value over $5000) 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 1 month 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). Payments by direct transfer please use the bank and reference details provided on your booking confirmation email.
NOTE WE ARE NOW A CASHLESS OFFICE.
Should the premises become unavailable through unforeseen circumstances (i.e. fire, storm, damage, change of ownership, body corporate requirements, owner discretion etc.) we will notify you and endeavour to obtain alternative accommodation. In this event the guest may elect to have the deposit already paid transferred to the new booking or have the paid deposit refunded if they wish to cancel.
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 That is, if the property is sold or withdrawn from the rental market, the property is altered in any way, or the owner wants the property for their own use or any other bona fide reason (result of damage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).
All quoted/advertised rental rates are subject to change/increase without notice. Should this occur, you will be notified and given the opportunity to pay the difference in tariff or receive a full refund of your deposit. Alternate accommodation will be offered if possible. No responsibility is taken for incorrect advertised rate.
BOOKING FEES & CREDIT CARD FEES
RBR Holidays charges a $30 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.
DAMAGE PROTECTION FEE
The non-refundable $50 damage protection fee protects you from being charged for accidental damage that may occur during your occupancy. You remain responsible for any damage, repair or replacement expenses exceeding the amount of the cover of the damage protection fee, cover is up to the value of $1000.00. Damage protection does not cover damage or loss that is not disclosed, you must notify us if you cause any damage. To avoid erroneous blame, you are required to immediately notify our team if anything is amiss when you arrive at your holiday accommodation. Prior to, or immediately upon, vacating your holiday accommodation, you must inform our staff if there have been any incidents of loss or damage that have occurred during your occupancy.
Damage protection does not replace or negate your responsibility for all members of your party as a primary guest. It does not pay for an act of intentional or negligent destruction, pet damage, property cleansing as a result of cigarette smoke, re-keying, property damage resulting from motorized vehicles, additional cleaning if your holiday accommodation is left excessively dirty. This cover is for accidental damage to the value of $1000.00 and anything in excess of this will be payable by the guest.
All guests are required to supply a valid credit card number if you elect to use the Damage protection fee. If payment is made online using a credit card, the credit card number will be securely stored against your booking, if you wish to pay Direct Debit, DEFT, Bank Cheque or EFT you will be required to supply a credit card number upon check-in. The agent has the rights to deduct anything in excess of the protection fee from the guests nominated credit card.
The damage protection is offered, administered, and funded solely by RBR Holidays and we are solely authorised to determine the nature of the cover.
CLEANING FEES AND BONDS
All bookings will be charged a cleaning fee. Some properties require a Bond. Cleaning is now outsourced through 3rd parties, If upon your arrival you are not happy with any aspect of the cleaning of your property you must report this to our office together with photo proof within 48 hours and the cleaning company will be contacted to return to the property to remedy the cleaning.
BOOKING CHANGES AND ALTERATIONS
Changes and alterations to any bookings can only be made up to 90 days from arrival (at the discretion of the Managing Agent). Any changes made within 90 days of your arrival attract the same conditions as a cancellation as stated below. The following conditions apply to alterations to confirmed bookings outside 90 days from arrival:
(a) Any requests for alterations or changes to bookings are at the discretion of the Managing Agent
(b) The new booking must be made to the same property as originally booked.
(d) The prevailing tariff at time of change will be applied to new amended booking.
(e) The new booking period must be within 12 months. All requests to cancel or alter a confirmed booking must be made in writing, either by email to email@example.com or by mail, PO Box 108, COOLANGATTA 4225.
(f) 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 if you advise with less than 48 hours you will incur an $88 cleaners call out fee, payable on the day.
- If a booking is cancelled for whatever reason and the property is rebooked again by another guest for the same time and same tariff, the amount paid to date will be refunded less the $80 booking fees.
- If a booking is cancelled for whatever reason and the property is NOT rebooked again by another guest for the same time and same tariff, the $500 deposit or amount paid to date will be forfeited
If you decide to depart early, no refunds or credit notes are given. We are not responsible for the weather and therefore refunds or credit notes are not given for poor weather. A refund will not be honoured due to the result of storm, flood or any natural disaster out of our control.
COVID-19 CANCELLATION POLICY
Our COVID Flexi-Booking Policy – for bookings up until 31st January 2023.
We’ve implemented a flexible booking policy for current and future bookings. This policy makes it easier to change your booking dates should an issue arise as a direct result of COVID-19. Guests will have the option to change the date of their booking or accept a credit note valid for up to 18 months should any of the criteria, listed below, impact their planned stay:
- You or an immediate household member contact test positive to COVID-19.
- You are awaiting the results of a COVID-19 test. and forced into self-isolation.
- A state or government directive is issued and means you are physically unable to travel, such as a NSW/QLD hard border closure. The requirement to complete a QLD border declaration pass (for example) is not a valid cancellation reason.
- Proof in the form of a positive test will be required. Other documentation may also be requested by our office depending on the circumstances.
Any cancellation which is deemed not applicable to the COVID-19 Flexible Cancellation Policy will need to comply with our usual Terms and Conditions.
All cancellation requests must be made in writing to our office. Please email firstname.lastname@example.org with your booking Reference number and the reason for the cancellation. The request will be reviewed and actioned in accordance with our cancellation policy.
If you decide to depart early, no refunds or credit notes are given. We are not responsible for the weather and therefore refunds or credit notes are not given for poor weather.
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 hour’s phone number varies and is located on our office door. They will be able to assist guests with most matters arising outside our office. A call out fee of $50 may be charged to the guest in some instances such as lost keys, lock outs or where there is a breach of our Terms & Conditions. If the call is about a life threatening situation please ring 000, or if the call is to lodge a noise complaint please ring your Police Link on 131 444.
Check in is from 2.00 pm 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. If the property is not to your satisfaction on check in, please inform one of our holiday consultants within 2 hours of check in.
Our Office hours are: 8.30 am – 5.00 pm 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 $50 will apply for arrivals outside normal office hours that have not been pre-arranged with our office.
Departure Checkout time is 9 am. A key return box is provided on the front wall of our office for after office hours departures. 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. 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 9 am QLD time check-out you must obtain approval from an RBR Holidays team member at least 12 hours prior to your scheduled check-out time.
RBR Holidays may approve or decline request for late check-out at their discretion.
If you check-out after 9:00am without approval at surcharge of $47 per hour will be applied to your account and calculated on the time your key is returned to our office.
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 if you advise with less than 48 hours you will incur an $88 cleaners call out fee, payable on the day.
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 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 Rainbow Bay Realty for the cost of postage.
RBR Holidays has a tokenisation application in place which reserves the right for all credit card details provided through our online booking system to be saved internally. The interior and exterior of the properties we manage are finished 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 and all 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/damages or excessive cleaning guests will be notified within 30 days after vacating the property and this will be charged immediately. If details on file differ from those provided on the authorisation forms or online check-in portal both details may be attempted if necessary.
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.
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.
Rental rates are current as per the website and are subject to change without notice. No responsibility is accepted for errors and omissions contained on all our marketing material. Please note that any verbal quote given is an estimate of price only which will be subject to written advice on confirmation of the reservation.
Rental Rates may also be increased at the discretion of each Property Owner, guests will be notified in advance of the increased rate and may choose to change properties if alternative accommodation is available or may receive a full refund if no suitable alternatives are available at the time.
In the case of date altered bookings, the prevailing tariff at time of change will be applied to new amended booking. Properties that are less expensive than adjacent properties reflect the standard of the property. Equipment such as Air Conditioners, Swimming Pools and electrical appliances are subject to break down and sometimes, repairs are delayed. Please report any breakdown as soon as you can. Whilst every effort will be made to repair these items as quickly as possible, no guarantee of their availability or serviceability for the duration of a stay is given. No refund or reduction in tariff will be made for non-availability of any of these items for any part of a stay.
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 corporates managers may need to carry out certain safety & legislative requirements on certain times & days. We thank you for your co-operation.
BUILDING WORKS & RENOVATIONS
RBR Holidays and the property owner cannot and will not be held responsible for works and any associated noises outside of their control. No responsibility is taken for disturbances or inconvenience caused by renovations. RBR Holidays cannot be held responsible for any natural events, disasters beyond our control and any inconveniences these may cause.
DAMAGE OR LOSS
The tenant will be responsible for any damage to the premises or loss or damage to any items in the premises including furniture, kitchen utensils, crockery, cutlery and fittings and the tenant will within 7 days of a demand by the Agent pay to the Agent the cost of replacement or repair of any such item damaged or lost.
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.
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 and simple online searches. To access gigafy pay as you go, please visit www.gigafy.com.au to pay and register.
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 email@example.com
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.
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.
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.
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.
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.
BODY CORPORATE BY-LAWS
The guest(s) and all other occupants or visitors of the property will comply with all Body Corporate bylaws and rules applicable to the property or which regulate the behaviour of occupants of the property. The guest(s) and all other occupants and visitors of the property will not create or permit any noise or other nuisance to occur or emanate from the property. Failure to comply with Body Corporate by-laws or rules or the creation or occurrence of noise or other nuisance in or from the property may result in the termination of your reservation and removal from the property.
If RBR Holidays believes that these Terms and Conditions have been breached RBR Holidays may inspect the property at any time during your reservation upon demand and without notice. An after-hours callout fee may be charged to the guest for any situation requiring the attendance to the property outside of business hours.
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.
CHANGE OF PROPERTY USE
Our properties are individually owned. From time to time, our owners may decide to make changes to the use of the property. They may decide to sell, owner reside or permanently let. RBR Holidays will attempt to move you to a suitable property or you will be refunded in full should alternative accommodation not be found.
PLEASE READ THESE CONDITIONS CAREFULLY AS ANY DEPARTURE FROM SAME PERMITS THE OWNER OR THE AGENT TO REFUSE THE KEY, AMEND THE RENT OR IMMEDIATELY TO TERMINATE THE TENANCY AND NO REFUNDS WILL APPLY.