FAQ

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.

We offer secure and convenient payment options for your booking. You can pay via direct bank transfer to our Australian Dollar Trust Account, either in person at your bank or through internet banking. This Trust Account is fully compliant with legal requirements, ensuring your funds are securely held until your stay is complete.

Alternatively, we also accept credit card payments processed securely through SecurePay for your peace of mind.

Please note, we will never request a payment into overseas account.

You will receive a confirmation of your payment and invoices are issued by request to individuals and as a standard procedure for Corporate Bookings.

We recommend that you take out travel insurance when booking accommodation.

If you cancel your booking more than 31 days prior to arrival, you will receive a refund of monies paid, less any applicable merchant fees and a $100 cancellation fee.

If your booking is cancelled within 30 days of your arrival date, no refund will be issued.

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.

1. Any requests for alterations or changes to bookings are the discretion of the owner
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
5. Please note that once a reservation has already been rescheduled, no further changes, cancellations, or refunds can be applied. We recommend confirming your new dates carefully, as all adjustments are final.

Our properties are beautifully maintained and of high value, so a security deposit is required to protect against accidental damage or excessive cleaning. This is processed as a pre-authorisation on your credit card—meaning the funds are temporarily frozen by your bank, not withdrawn. Provided the property is left in good condition, the hold is automatically released after your stay.

We understand you’re on holiday, so we don’t expect a full clean—our team takes care of that. We just ask for a few small things to help keep the property in great shape for the next guests:

• Please remove all rubbish and place it in the correct bins
• Empty the fridge and freezer of any items you’ve brought
• Make sure the BBQ is left clean
• Empty the dishwasher if it’s been used during your stay

Please note that we do not accept bookings for hens, bucks, schoolies, or parties of any kind. Our properties are located in high residential areas, and we kindly ask all guests to respect our neighbours by keeping noise to a minimum and maintaining a peaceful environment throughout their stay.aid.

Each property has a clearly stated maximum guest capacity, which must not be exceeded under any circumstances. The number of guests confirmed at the time of booking must be accurate, and any changes must be approved by us in advance. Please note that the tariff is generally based on the number of guests staying. Failure to comply may result in the forfeiture of your security deposit or termination of your booking.

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.

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.

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.

Depending on the house you are staying in linen, towels, tea towels are hired as part of the accommodation.

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

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.

Yes but ONLY if the property you have booked is pet friendly.