Burrum Heads Accommodation Centre
Terms & Conditions
BURRUM HEADS ACCOMMODATION CENTRE – ACCOMMODATION BOOKINGS TERMS & CONDITIONS – effective 13th NOVEMBER 2020.
A stay can be terminated early if a material term or condition of this agreement is breached.
Please read carefully. When you make a reservation with us, these conditions are deemed to have been accepted by ALL GUESTS.
Please call us on 07 4129 5166 for clarification of any term.
Your booking is with Burrum Heads Accommodation Centre (BHAC) acting on behalf of the owner. Guests are granted a license to occupy the property for the booking dates; this is not a Residential Tenancy Agreement under the Residential Tenancy Legislation. Failure to comply with terms and conditions may result in a claim at QCAT, termination of the licence to occupy the property, eviction and/or registration with a ‘bad guest’ register, and/or traveller reviews on booking sites.
The property must not be used by more than the number of guests noted on your booking, either to visit or to stay, without written approval.
All guests should abide by BHAC’s Good Neighbour Policy and shall ensure quiet time from 10pm to 8am.
Pets are not permitted unless permission has been granted, details are specifically noted in our terms and conditions and the pet fee paid for where there is a charge.
Smoking is not permitted anywhere inside any property. No butts are to be left anywhere outside the house or on the property.
No commercial activity is to take place at the property.
Tents, caravans and other structures are not to be erected or occupied at the property.
Booking Fee – your booking is subject to a non-refundable booking fee of $35
Guest Cancellation Policy – Deposits are only refundable if the property can be rebooked for the cancelled dates (pro rata if applicable). If the property is rebooked, a fee of 12% + GST of the total tariff will apply. Cancellations within 30 days of the stay are completely non-refundable.
$50 will be charged for BBQ’s not cleaned thoroughly by the guest prior to departure.
Guest’s will be charged at cost to remove excess rubbish and/or if the bins were not put out on the bin night, including departure day
Keys - A service fee of $50 applies if a set of duplicate keys are required by a guest. If we are unable to provide a key for any reason, then the guest will need to engage the services of a qualified locksmith to gain access. The locksmith’s invoice must be paid directly to the locksmith at that time. Guests must not break into or attempt to break into premises when locked out. Keys should be returned as per instructions provided.
The responsible renter must be at least 18 years of age, guests under 18 are of course welcome but must be accompanied by a parent or guardian.
The price of the booking is subject to change, if there is a change in price you will be notified and offered the opportunity to pay the increased tariff or get a full refund.
If you encounter any issue, before, during or after the stay please contact us immediately on 07 4129 5166 so that we can attempt to fix it. We will not offer any compensation unless we have been afforded the opportunity to solve a problem.
- Bookings & Payment
Guest registration is required for all bookings. The registration process requests copies of a driver’s license and credit card. These are then held by the system securely for 14 days. All adults staying at a property may be required to register.
Check in is 2pm. Check out is 10am. Unless otherwise previously arranged.
Check in info:-
Keys for the premises are to be collected from our office at 1/47 Burrum Street Burrum Heads. Our office is shut on Sundays and Public Holidays and we recommend confirmation of key pick up if your arrival falls on one of those days.
If your holiday rental has a lockbox at the property, you will be emailed the code prior to arrival.
Any guest arriving outside of our office hours are encouraged to advise our office promptly so we can arrange your keys to be placed in our after hours’ lock box.
Check out info:-
If you require checking out outside of our business hours, please return keys to out after hours’ key slot at our office. Left hand side at the front door.
NOTE: These times may be adjusted. There will be no refund or credit should these times be adjusted after you have booked the property. Further, we cannot guarantee that a property will be ready at the said check in time. We will endeavour to have the property ready; however, circumstances may sometimes cause delays. There will be no refund or credit if a property is not ready for the agreed time.
We may be able to offer an early check in or late check out – this may attract a charge. Paying however, does not guarantee that this agreement can be honoured. If we are unable to honour early check in or late check out due to a back to back booking or unforeseen circumstances, a full refund of any fees charged above the tariff will be provided. Unauthorised early check in or late check out will be charged at a minimum of $50 per hour.
2.1.2 Changes to Booking
The tariff is for the agreed number of guests detailed on our confirmation email. If there is a change or discrepancy, you will need to contact us to make changes and ensure that those changes are documented. If the property has an extra guest charge above a certain number this may become payable.
By paying a deposit, the guest is reserving a specific property for specific dates. The dates and the property cannot be changed by the guest, and we cannot transfer bookings between properties, doing so would effectively cancel the original reservation and cancellation terms will apply.
No refunds are provided for late arrivals, early departures or unused days of your reservation.
2.1.3 Cancellation Policy
18.104.22.168 Cancellation made by guest
For bookings made and cancelled 30 days or more prior to the arrival date, the deposit is not refundable.
For bookings made more than 30 days prior to the arrival date and cancelled within 30 days of arrival the full tariff is not refundable.
For bookings made within 30 days of arrival and for no shows – the full tariff is not refundable.
As a gesture of goodwill, upon request, we will free up the dates and readvertise a property to get it rebooked. Should the property be rebooked your refund will be subject to a fee of 12% + GST of the total tariff. Any refund will be pro rata unless the property is rebooked for all the dates of the original booking.
22.214.171.124 Cancellation due to government restrictions on travel
In the event of a forced cancellation due to government restrictions on travel, guests will be offered a postponement of their booking. A credit voucher to the value of the original booking will be issued. This will be valid for 12 months from the issue date. The original deposit will be held in trust and credited to the new booking. There are no refunds in these circumstances unless genuine hardship can be proven.
Deposit is due 7 days after the time of booking. Different terms may apply if your check in is greater than 365 days away.
Balance of all outstanding monies is due 14 days prior to your arrival. Our system will generate a reminder to your email address.
Payments are to be made by debit/credit card (a service fee applies). Bookings will be cancelled if a payment is not received in accordance with the above terms. The service fee is non-refundable.
- Processing payments on the due date
- Charging the guest if:
(a) A representative of BHAC attends the property to see to an issue that is then deemed to be caused by the guest ($50 per callout)
(b) A tradesperson attends the property to fix an issue that is deemed to be caused by the guest (invoice cost)
- Charging $500 per offence should there be a credible noise complaint by the neighbours and/or the police/security are called to the property
- Charging $1000 per offence if there is, or there is evidence of a party or function at the property
- Charge at cost to repair or replace any malicious, deliberate or negligent damage to the property
- Charge at cost to steam clean carpets, furnishings, linens etc if pets are at a non-pet friendly property, pets have been allowed on furniture or in/on beds, or there is evidence of smoking inside the property
- Charge at cost if pets are at a property without prior arrangement, if applicable
- Charging $50 for BBQ’s not cleaned thoroughly by the guest prior to departure
- Charging at cost to remove excess rubbish and/or if the bins were not put out on the bin night, including departure day
- Charging any pay per view program that has not been paid for by the guest in advance
We will only charge the guests’ card in accordance with our terms and conditions and any applicable Australian Laws. All charges will be subject to a service fee.
2.2.2 Security Deposit
The interior and exterior of the properties we manage are finished and furnished with costly materials and products. Our team thoroughly inspects each home and inventories its contents between each guest. You become financially responsible for all damage and loss to the property and its contents from the date and time you check in, to the date and time you check out. To avoid erroneous blame, you are required to immediately notify our team if anything is amiss when you arrive at the property.
You may be required to pay a refundable Security Deposit of $1,000 (the amount of the security deposit may differ) if you are booking specific homes or you are staying for one month or longer or at the agent’s discretion. The Security Deposit must be paid by direct deposit and return of any deposit does not mean that you will not be held accountable for issues noticed or reported after any refund of security deposit. The security deposit will be retained until our team has completed the checkout inventory and inspection. Should the property be found excessively dirty or items are missing or damaged the cost of additional cleaning and/or the cost of repair or replacement of property will be deducted from your deposit. The remainder of your deposit that is not applied to these expenses will be refunded to you, hopefully within 14 days. You remain responsible for, and will be charged for, the cost of any damage, repair, or replacement in excess of the Security Deposit.
It is a condition of your stay that you adhere to our Terms and Conditions, our Holiday Rental Etiquette Guide and Good Neighbour Policy and that you leave the property promptly after completing the Departure Checklist that is emailed to you prior to departing. Guests must always abide by the local council and state planning laws and guidelines regarding short term residential accommodation.
3.1 Responsible Renter
As the responsible renter, you agree to be an occupant of the property for the entire duration of the stay. All other occupants will be family members, friends, and other responsible adults over 18, or accompanied by a parent or legal guardian.
A service fee of $50 applies if a set of duplicate keys are required by a guest. If we are unable to provide a key for any reason, then the guest will need to engage the services of a qualified locksmith to gain access. The locksmith’s invoice must be paid directly to the locksmith at that time. Guests must not break into or attempt to break into premises when locked out. Keys should be returned as per instructions provided.
Should the keys not be returned, the guest will be liable for any charge incurred in gaining entry and/or replacing keys and changing locks if necessary, plus a processing fee (with a minimum charge of $50).
You must take any excess rubbish that does not fit in the provided bins when you leave. If it is bin night during your stay or the day of your departure you are required to put the bins out on the kerb. You will find a bin night notification at your accommodation. You will be charged the tipping fee and the time to tip if excess rubbish is left at the property or if the garbage bin is not put out for bin night as requested.
3.5 Loss and Damage
All damages, breakages or losses to the property, furniture and furnishing are to be reported immediately. Should you discover a fault or breakage when you arrive, please advise us directly to avoid being charged for this damage.
No responsibility will be taken for children or pets staying at or visiting the property. Please supervise carefully, always taking into consideration fencing, pools, dams, stairs, verandahs, balconies and cleaning chemicals. Children under the age of 10 years should not sleep on the top bed of a bunk.
3.7 Issues before, during or after the stay
If you encounter an issue before, during or after the stay, contact us immediately so that we can attempt to fix it. We will not be able to consider compensation unless we have been afforded the opportunity to solve the problem.
3.8 Call Out
Should a tradesperson or a representative of our team be called to the property and the issue is deemed to be caused by a guest, equipment owned by a guest or because a guest has not followed instructions, provided at the property or via phone, the guest will be responsible for payment of the invoice for the tradesperson and BHAC callout fee of $50.00 at the time of the callout.
Smoking is not permitted inside any of our properties. If you need to smoke, please do so away from the property to ensure that the smoke does not enter. If evidence of smoking inside the property is detected, you will be charged for steam cleaning of carpets and furniture, laundering of all soft furnishing and linen, plus replacement of linen where necessary. Many rural properties do not allow smoking at all due to bushfire risk. It is the guest’s responsibility to understand this prior to booking.
3.10 Third party services
Should you engage the services of a third party during your stay such as a caterer, beautician, massage therapist etc., it is your responsibility to ensure that they adhere to these Terms and Conditions and hold appropriate Public Liability Insurance. The owner, Burrum Heads Accommodation Centre and the housekeepers will not take any responsibility for any issues arising where a third party has been involved.
3.11 Number of guests
Each holiday property is equipped for a specific number of guests. No mattresses, tents, caravans or more cars than the property accommodates are allowed. It is against Health Department Regulations for more persons to occupy a property than there are beds to accommodate them.
The guest limits apply for the duration of the booking. Any extra guests (this includes day visitors) above those that have been booked and paid for must be approved in writing prior to the stay. The owner has the right to charge for extra guests/visitors and/or to decline any request. Any unapproved excess guests/visitors may result in a party/function $1000 fine, registration with a ‘bad guest’ register, and/or traveller reviews on booking sites.
We have a strict ‘no party’ policy. If there is, or is evidence of, a party/function, you may be asked to vacate the property and there will be a charge of up to $1000 made. If you or any other guest receives a warning regarding excess noise or excess guests, you may be asked to leave the property IMMEDIATELY with no refund of monies paid. Noise audible outside the property is prohibited between 10pm and 8am.
In addition, if our staff, security guards or the police are called to the property to deal with noise complaints or excess guests, or if we receive complaint/s from the neighbours during or after your stay, a fee of $500 per offence may be charged. Noise disruption for these purposes includes loud behaviour of any type that disrupts the peace and quiet of others; intrusive or abusive language; loud music or any other sounds affecting other residents that is audible outside the boundaries of the property.
3.13 Good neighbour policy
The property is a privately-owned home, and we enforce a Good Neighbour Policy. Please treat the property with the same care you would use with your own residence and leave it in the same condition it was in when you arrived. You and other occupants agree to conduct yourselves throughout the stay in a manner that is respectful of and not disruptive to neighbours, traffic flow, or the community and that will not prompt complaints to BHAC from the police, local council, neighbours, or neighbourhood. You and other occupants agree to abide by all applicable parking restrictions and limitations.
To prevent theft of or damage to furnishings or your personal belongings, you agree to close and lock doors and windows when you are not present at the property and at check out. Should you not be able to secure the property you should contact us immediately. If the property has a key safe, please use it during your stay. Burrum Heads Accommodation Centre and the owner will not take responsibility for any loss of guest belongings during or after your stay.
Your pet is most welcome, but only at our ‘pet-friendly’ properties where your request is approved and you agree your pet is to remain outside unless agreed to in writing that your pet is allowed inside. A pet surcharge will usually apply. This surcharge varies depending on the length of the stay, with a minimum charge of $25. If evidence of a pet is discovered without approval, or at a non-pet friendly property you will be charged for steam cleaning of carpets, furniture and/or mess left by the pet/s, plus our standard pet charge for the time of the stay.
If you have your pet with you, it is expected that a few simple rules of courtesy are followed:
All pets must be approved in writing prior to the stay
Any mess, including outdoors, must be wrapped and placed in outside bins
Pet bedding must be supplied by guest
If you are lucky enough to be at a property that allows your pet inside, please restrict it to hard floor areas
Do not allow pets on any furniture including in or on beds
You agree to pay for any damage, or extra cleaning required resulting from the pet having stayed
3.17 Criminal Activity
Use of the property for any criminal activity is of course prohibited and may result in fines or prosecutions. This prohibition extends to the use of the property’s internet service, if any, for criminal activity. We will cooperate with any investigation of alleged criminal activity at the property during the stay.
3.18 Lost property
Guests are solely responsible for their belongings whilst staying at the property and are required to take the usual steps to prevent any property loss, including locking premises and vehicles when not attended. If personal property is left behind, it is the guest’s responsibility to arrange its return by providing BHAC with a suitable prepaid satchel for its return by Australia Post or by collecting the item from one of our offices. We reserve the right to charge a $25 fee to collect lost property. If not claimed within 30 days, it will be disposed of.
3.19 Internet & Pay for View
When a property has Wi-Fi, Netflix, Foxtel or other streaming services which offer pay per purchase programs, any purchase must be paid for by the guest in advance. BHAC and owner will not be responsible should any program be delayed, cancelled or the quality/performance of the internet or Wi-Fi service.
Claims may include, but are not limited to charges for: excess cleaning fee, damage or breakages, excess garbage removal, damage or issues caused by pets, pets at non-pet friendly properties, smoking inside the property, attendance by tradespeople or BHAC representatives, noise complaints, BBQ’s left unclean, overstays at the property, guests in excess of those booked and paid for, police or security guard call outs and any issue caused by the guest. We reserve the right to attend the QLD Civil and Administrative Tribunal or the equivalent in other states to recover these costs.
- Other Terms
5.1 Substitution of property and price changes
At times, situations arise over which we have no control such as ownership changes, extensive repairs or maintenance, or if properties are removed from the holiday rental market. We reserve the right to offer guests alternate accommodation of a similar standard, as available, at our discretion. In the unlikely event, we will notify you as soon as possible and make every reasonable effort to ensure you are satisfied. We cannot guarantee accommodation and, should an alternative not be found, you will be refunded in full.
5.2 Price Changes
In the event that a property undergoes minor or major renovation between the time the booking is made and deposit paid and the dates of the stay, accommodation rates may be subject to an increase. This also includes items that are installed that will increase the comfort of your stay like air conditioners. Should this occur you will be notified and given the opportunity to pay the difference in tariff, we may also be able to find alternative accommodation within your budget. If this is not a satisfactory outcome for you a full refund will be processed.
Our properties are maintained and cleaned regularly, however, wildlife is common in the country and coastal areas. BHAC and/or the owner do not accept liability nor will any compensation be offered for the unfortunate or seasonal visits of any wildlife including, but not limited to, rodents, insects, cockroaches, kangaroos, wombats, snakes, etc.
5.4 Attendance at Property
BHAC and/or its representatives reserve the right to enter the property at any time, without notice, to protect and/or undertake maintenance of the property. In the event of the property being offered for sale, the guest agrees to grant the owner or his agent permission to inspect the property with prospective purchasers by appointment only. We will provide notice to the guests wherever possible.
BHAC and/or the owner do not accept liability or loss caused by failure of equipment and/or services out of our control, including, but not limited to, water, electricity, gas and internet. In the event of a failure, the guest should notify our team in the first instance. Any problems that arise during the rental period that do not constitute an emergency as determined by BHAC, will be remedied at any time during or after the rental period, at the sole discretion of BHAC. No refund, compensation or guarantees are given.
5.6 Limited Liability
To the maximum extent permitted by law, in no case shall BHAC, nor its affiliates, officers, directors, employees, agents or property owners be liable for any indirect, incidental, consequential, special or exemplary damages or for any damages for death, personal or bodily injury, emotional distress or damage to property, arising out of or in connection with your stay. This limitation applies to all claims for damages including negligence even if BHAC has been advised of the possibility of such.
BHAC and/or the property owner do not accept liability for any loss, before, during or after a booking relating to events out of our control such as delays whilst the guest is travelling to the property, flight delays, weather events during the stay etc and no refund will be offered under these circumstances.
5.8 Bad Books Register/Traveller Feedback
By making this booking you hereby agree that if you or any occupant covered by this booking breaches our terms and conditions, your name, phone number, home address and email address, as well as details of the breach/es may be registered with any ‘bad guest’ register. Traveller feedback may also be entered onto the applicable online portals. Holiday Rental Specialists reserve the right to refuse or cancel a booking where a guest is registered on these sites or has received negative feedback from other booking sites or travel agents.
Card Saving Policy
By booking with Burrum Heads Accommodation Centre and making a payment with your card you hereby accept our card saving policy and acknowledge that your card will be saved to your booking and may be charged at the agent's discretion should any of the following occur:-
-Additional cleaning required after you have vacated
-Loss of keys or remotes for after-hours call out for lock out.
-Any breakages or damage to the premises
A tax receipt itemising all costs and an explanation of all losses or expenses charged will be provided.