FAQ
Below are listed our most Frequently Asked Questions and answers.
Please ensure that you read our Terms and Conditions in regards to your booking.
If you have a question not answered below, please contact us
Q. When do I need to pay to secure my booking?
Your deposit and the contact details we request from you are required within 2 days of you advising that you would like to book the property.
Bookings are not confirmed until the deposit has been paid.
Full payment should be made 30 days before arrival – we will send out a reminder for full payment of your accommodation cost.
Q. What payment methods do you accept?
Payment can be made by direct bank deposit to our Trust account.
This can either be done at the bank or via internet transfer. The Trust account is a legal account and your funds are held in this account until
your stay.
This property only accepts payments into our Australian Dollar Trust Account.
It is extremely rare that any Australian property will require payment into an overseas account.
Q. Can I get an Invoice/Receipt?
You will receive a confirmation of your payment and invoices are issued by request to individuals and as a standard procedure for Corporate Bookings.
Q. What happens to my money if I have to cancel my stay?
We recommend that you take out travel insurance when booking accommodation.
Should you wish to cancel for whatever reason the deposit is NOT refundable. Your booking has been held specifically for you.
If you cancel a booking by giving more than 45 days notice in writing to the Arrival Date the deposit shall be returned to the Guest less a $300 cancellation fee. All refunds will be processed through electronic funds transfer once guest provides banking details.
If a booking is cancelled INSIDE of 30 days prior to arrival – for whatever reason and the property is NOT rebooked again by another guest for the same time and same tariff, the WHOLE tariff will be forfeited.
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 original deposit will be refunded less a $150 (incl GST) Administration fee.
Q. What happens if Platinum Escapes Holiday Management cancel my stay?
If we are forced to cancel a stay due to unforeseen circumstances such as a cyclone, fire, damage to the building, or by owners you will be given a full refund and we will do our best to find you alternative accommodation.
Q. What happens if I want to make a change to my stay?
1. Any requests for alterations or changes to bookings are the discretion of the property manger
2. The new booking must be made to the same property as originally booked
3. The tariff for the new booking must be the same or greater than the original booking
4. The prevailing tariff at time of change will be applied to a new amended booking
Q. What is the Security Deposit for?
As you can appreciate these are expensive properties.
The Security Deposit we ask to hold is to cover any damage that may occur to the property, as we all know that accidents can occur. You will only be charged if there is damage or wrong doing as per terms and conditions.
Q. What do you mean by leaving the house “clean and tidy” on my departure?
Food removed and all dishes, pots and pans etc that you have used must be washed, dried and put away where you found them. Wipe out spills and crumbs from the fridge and microwave. Clean off stove top and any baked on food on the oven racks and door. Empty the dishwasher. Put all garbage in the correct council bin (Yellow recycle or Red general). Ensure that all furniture is returned to the original position.
Laundry is done by the cleaners so leave all linen on the beds and used/wet towels in the bathroom.
The BBQ must be clean
Q. Can we have a party?
No. Parties and functions are strictly prohibited. Non adherence to this policy may result in termination of rental and loss of monies paid.
Q. May we have extra guests to stay?
Each home has a stipulated maximum number of guests allowed. You must not exceed this number or the number of guests that you have told us will
be staying without first referring to us. The price quoted is usually dependent upon the number of guests staying. You may lose your deposit or be asked to leave if you do not keep us informed.
Q. Do you have a minimum stay requirement?
Yes. All our homes have a minimum stay. At different peak times of the year the minimum stay may be 2, 5 or 7 nights. We treat each enquiry individually as it depends on the dates, property and current bookings.
Q. What do we do if we break something, or if an appliance breaks down?
Report the matter to Platinum Escapes Holiday Management as soon as you can during business hours. If it is an emergency you may contact us out of hours. We will try our best to get an appliance repaired or replaced but this might not always be possible within a short time frame. Breakages or damage to the house or household goods may be deducted from your Security Deposit at our discretion. If there is insufficient Security Deposit held to pay for the damage, you will be charged for the balance.
Q. Where do we pick up/drop off keys?
All our houses have key safes. We will provide you with the details of the property and the location and combination of the key safe on the day of arrival.
Q. What do we need to bring with us?
Depending on the house you are staying in linen, towels, tea towels are hired as part of the accommodation. We can provide you with Beach Towels on request for a small charge.
Please note this is your home away from home for the next few days. We supply you with a few items for your arrival such as toilet paper, dishwashing detergent, soap etc intended to last for the first day or so. You
will then need to purchase whatever else you may need for the remainder of your stay. You may like to use Woolworths Online to have them delivered to you but please remember to schedule this for after your arrival.
We do not service the home while you are there unless this has been arranged as part of your stay, however the property may be accessed during your stay by our maintenance staff to service the swimming pool and gardens
Q. What are your Check-in/Check-out times?
Check in time is 2:00pm or 3:00pm during the 6 week summer school holidays and check out time is 10:00am.
Guests must check out at 10:00 am. Failure to do so will result in the charge of an additional night tariff.
Q. I want to bring my pet along. Is this possible?
Yes ONLY if the properties is pet friendly.
SHOULD
YOU HAVE ANY FURTHER QUESTIONS PLEASE DON’T HESITATE TO CONTACT US.
