Booking Terms & Conditions
Guests are agreeing to these terms and conditions when a booking is confirmed, and payment is made. Any breach of the below Holiday Letting terms and conditions, as agreed by both parties, permits the owner or A Perfect Stay to refuse entry, amend the rent or immediately terminate the letting.
Licence not a Tenancy
The booking with A Perfect Stay is not a residential tenancy agreement under residential tenancy legislations. Failure to comply with any of the guest's fundamental obligations and the terms and conditions of the property may result in immediate termination and eviction. The guest is granted a licence occupy the accommodation for the agreed booking period. Refunds will not be paid on terminated occupancies.
Number of Persons, Noise, Parties and Functions
Properties are for guests only. No outside guests are permitted on the premises without pre-arrangement from A Perfect Stay Management. The number of occupants must not exceed the number of persons shown on your confirmation. Any increase in numbers must be agreed in advance and may incur additional fees.
Excessive noise, parties and functions are not permitted as they can cause disruption to neighbours as well as nearby residents and other holiday makers. If an unauthorized function is held at the property, the bond processed for the booking will be retained and additional fees to cover the standard function fee may apply.
:: Schoolies and Functions – Byron Bay only
There are a select few properties where functions are permitted however express permission must be granted for any booking and additional function fees apply.
:: Noisy Neighbour Hotline – Byron Bay and Lennox Head only
The Holiday Letting Organisation operate a noisy neighbour hotline in Byron Bay and Lennox Head who respond to noise complaints by neighbours, residents, and other holiday makers. If a complaint of excessive noise or anti-social behaviour is received, security will be dispatched to investigate and may result in a $200 call-out charge. A report will be received by the A Perfect Stay office with information as to whether a fee has been charged. This fee will be taken from the guest’s security deposit and is non-negotiable.
If a second security call-out with fee payable is received at any time during a guest’s stay, all guests at the premises will be evicted from the premises by security without refund of rent or bond.
Inappropriate Bookings and Schoolies
As a duty of care to properties and owners, A Perfect Stay Management reserves the right to refuse any bookings that are determined to be inappropriate or that fall across Schoolies dates.
Christmas and New Year Bookings
If a booking covers both Christmas Day and New Year’s Eve, the booking must be at least 12 days in length. Other booking date restrictions may apply as advised by A Perfect Stay Management. New Year’s bookings that commence on 26th Dec or early January bookings that commence on 1st or 2nd January must have pre-approval from A Perfect Stay Management and will only be approved if suitable in relation to other existing bookings over those peak periods.
Check-in and Check-out
Check-in is available from 2pm on the day of arrival. Check-out is 10am on the day of departure. There may be variations to these times, if so guests will be advised accordingly.
A Perfect Stay will try to accommodate requests for early check-in/late check-out however they are subject to availability (i.e. other bookings in place, cleaners available to accommodate the request, maintenance schedule) and fees may apply. Despite any early applications, approval will only be granted 1-2 days prior to entry/departure if available. Early requests do not guarantee early access/late checkout unless a full day’s rate is paid.
Guests are required to contact the appropriate A Perfect Stay office 1-2 working days prior to the date of the early check-in/late check-out to make final arrangements which will be recorded in the booking details.
Keys will be available at the property upon arrival. Guests will be provided with details of the key location and/or access codes via email after final payment has been made (and a credit card is on file for bond for fully managed properties). Guests are requested to take the access information with them in order to access the property. On departure, all keys are to be returned to the place where they were collected from on arrival.
Where A Perfect Stay acts as a booking agent only (the property is owner managed), A Perfect Stay will also provide contact details for the owner/property manager when final payment is made. A Perfect Stay will assist with the booking however while at the property the owner/manager will be the contact to assist with any questions/issues that arise during the stay.
Linen and towels are provided unless otherwise notified. Beach towels are not provided (unless stated otherwise in the property description) however can be arranged at an additional cost.
Deposit, Bond and Booking Fee
A deposit of 50% of total rent (including booking fee, cleaning, linen, and credit card fees) is required at time of booking. This can be paid via Visa, Mastercard or direct deposit (we do not accept AMEX, Diners Card or any other cards). Final payment is due 30 days prior to arrival. If the booking is made within 30 days of arrival, full payment will be required at the time of booking.
:: Bond – Fully Managed Properties
Depending on which property has been booked, a security bond of between $500-$10,000 will be processed 1-4 working days prior to check-in for all fully-managed properties. The bond will be processed as a pre-authorisation on the guest’s previously nominated credit card (we do not accept bank transfers or cash for bond payments unless by special arrangement). The funds will be frozen by the guest’s issuing bank for a period of 7-30 working days and will be automatically released if there are no issues during the stay. Once released, the funds will become available on the guest’s card again, and there will not be a transaction on the credit card statement.
Bond deductions are rare, however when they occur, A Perfect Stay will advise the guest of details of any charges and these will appear on the guest’s statement. Considerable administration is required and a $50 fee will apply.
:: Bond – Owner Managed Properties
Where A Perfect Stay is the booking agent only, bond arrangements will be made directly between the guest and the managing entity of the property and may be up to $5000 depending on the property. Contact details for the managing entity will be provided to the guest accordingly.
:: Bond – Schoolies and Functions (where applicable)
Regardless of which property has been booked, a security deposit of $250 per person (processed as one transaction) will be processed for all Schoolies bookings. Properties booked for functions will have a security bond of up to $10000 (depending on which property is booked). The bond will be processed according to whether the property is fully managed or owner managed as above.
:: Booking Fee
A $55 non-refundable booking fee will be applied to all bookings.
Cancellations and Date Changes
If a guest requests to cancel, A Perfect Stay will relist the property and will endeavour to rebook the dates. If there is a short lead time available to get a replacement booking, a discount may be applied to the rate. Cancellations may result in a loss of the total booking amount. All cancellations will incur a $100 cancellation fee and the non-refundable $55 booking fee.
The following scenarios apply:
If A Perfect Stay can rebook your dates for the same rate, the deposit will be refunded less the $55 booking fee and a $100 cancellation fee.
If A Perfect Stay needs to discount the property to rebook the original dates booked, the deposit will be refunded less the difference between the rates, the $55 booking fee and a $100 cancellation fee.
If a replacement booking is not secured, the guest will forfeit any funds paid.
:: Date Changes
Date changes are only possible at the discretion of A Perfect Stay and may incur cancellation fees as well as rent charges (against the original booking). Any additional rent charges due to changes in season will apply.
Changes Made by A Perfect Stay
All bookings are made in good faith of ongoing holiday letting by owners however, maybe subject to change and A Perfect Stay cannot accept responsibility for actions taken by the owner(s) of the property which are outside its control. Reasonable actions will be made by A Perfect Stay to offer alternative accommodation should this occur. If there is no alternative accommodation available a full refund of the amount already paid will be made. A Perfect Stay will not be liable to refund any fees you may have paid to any third party in connection with your holiday, including but not limited to, fees for travel, insurance or activities.
In the event that the property booked is listed for sale, the guest agrees to allow the owner or agent to inspect the property with the prospective purchasers, by appointment and during reasonable hours.
Property tariffs may change online at any time without notice.
The description of the premises is given in good faith. From time to time, changes occur at properties, sometimes by owners and outside of A Perfect Stay’s control or knowledge therefore no responsibility for irregularities will be accepted.
Many of the A Perfect Stay houses are located in suburban locations where, from time to time, there may be building / construction on houses within the nearby vicinity of the property booked. A Perfect Stay takes no responsibility for any issues relating to noise on neighbouring properties.
Indemnity and Liability
Guests’ actions, conduct and safety are the responsibility of the guests. The agent and owner(s) of this property do not condone: unsafe, irresponsible or illegal actions/behaviour etc. on or off the premises, during a stay or at any other time.
A condition of entering and/or staying at this property means that all guests understand and agree to indemnify the agent and owner(s) against any responsibility or action(s) (legal or other), due to any action(s), incident(s), loss or injury(s) while within or outside of the premises (including, but not limited to, the grounds, facilities, structures, etc.) during a stay or at any other time.
To the extent permitted to by law A Perfect Stay will not be liable for losses arising as a result of this agreement whether such losses arise as a result of A Perfect Stay negligence or otherwise.
For the comfort of all our guests, all of our properties are non-smoking. Any damages caused by smoking on or inside the premises will be taken from bond.
Excess Cleaning, Damages and Charges
:: Excess Cleaning
A Perfect Stay requests guests to leave the property as it was found to avoid extra cleaning charges. This includes washing dishes, placement of rubbish in the bins provided and cleaning of the BBQ. Beds will be stripped and floors clean however excessively dirty walls/floors and linen will be charged.
In the event of breakages, damages and lost items, A Perfect Stay requests that guests contact the relevant office to report the incident as soon as possible. Damages may be deducted from bond (or credit card supplied if the charges are higher than the bond processed).
:: Movement of Items Within/Between Properties
A Perfect Stay has a strict policy on moving items or furniture (indoor and/or outdoor) within a property, or in the case of bookings across multiple properties, from house to house. Movements may cause unnecessary damage to items and the property itself, and can cause excess cleaning time due to complex housekeeping inventory checks. If you have a large booking where extra items are required (and a function is approved) A Perfect Stay can supply you with hire company contact information. Any damages/excess cleaning caused by movement of items or furniture will be taken from bond.
Some properties provide wireless internet for guests for the purpose of email, perusing social media, and web browsing. It is not provided for video streaming or downloading e.g. movies/shows. Usage is not unlimited and is monitored by A Perfect Stay. Excess usage may be charged and deducted from bond. If guests require excess usage please contact the relevant territory office to arrange purchase of a data pack.
:: Lost Keys / Keys Locked Inside
If guests lose keys or lock keys inside the property and require access, a security call fee will apply. If replacement keys need to be cut, key barrels need to be replaced, or in secure complexes re-keying is required costs will be calculated based accordingly and charged to the guest.
If there is a key-safe at the property, please use it to secure one set of keys at all times when you leave the property, including when you check out. If a tradesman needs to attend to any requested or agreed maintenance during your stay this will ensure they can access the property.
Rubbish Collection and Excess Rubbish
A Perfect Stay requests guests put all rubbish in the appropriate bins provided outside no later than the night before collection (indicated in the property compendium). Please ensure the rubbish is put out at a reasonable hour so as not to cause noise and disrupt the neighbourhood (e.g. with recycling bottles). The bin lids must be able to close for the collection. Some properties have a service where the outdoor bins are put out for guests – this will also be indicated in the property compendium. Where the service is not available or offered by the property, the guests must put the bins out for collection themselves.
If the bins are not put out or if there is excess rubbish upon check out, a private contractor will be organised to empty the bins and charges will be deducted from bond.
:: Byron Bay and Lennox Head
Byron Bay and Lennox head have a 3 bin collection service for organic waste, recycling, and general (landfill) waste. Information is provided at each property to assist guests in sorting rubbish appropriately. Bins are checked prior to each arrival and after each departure. Contaminated bins will not be collected and a private contractor will be organised to remove the bin contents and charges will be deducted from bond.
Each property listing available on the relevant A Perfect Stay website outlines the number of off-street car parks available and number of cars permitted at the property. On-street parking is not provided or guaranteed for guests or visitors. A Perfect Stay cannot be held responsible or liable for any fines or penalties incurred by guests or visitors from parking on the street (where local parking restrictions/metered parking applies).
Parking campervans, caravans and trailers (with or without boats) on a residential street at a holiday home is not permitted under any circumstances. Guests will be required to remove any campervans, caravans or trailers. If a guest fails to comply, the item may be towed away at the guest’s expense and charges will be deducted from bond. The violation of terms and conditions may also result in guest eviction and loss of rent and bond
:: Byron Bay Only
Metered parking has been implemented throughout the Byron Bay town centre and surrounding residential area as of Dec 2015. See the map for paid parking time limits on the Byron Bay Council website at http://www.byron.nsw.gov.au
:: Gold Coast Only
Further clarification on the parking regulations for the Gold Coast can be found on the Gold Coast council website at http://www.goldcoast.qld.gov.au
Personal and Lost Property
No responsibility will be taken by A Perfect Stay for guest’s personal property. If items are left at a property the appropriate A Perfect Stay office will contact the cleaners to determine whether the items were located. If located, guests are required to send a postage paid, return addressed envelope to the office for the items to be returned. Return costs and tracking of items are the guest’s responsibility.
Animals & Pets
Pets are only permitted at pet-friendly properties and only if pre-arranged with and approved by A Perfect Stay. Pet friendly terms and conditions must be agreed to, and any damages caused will be deducted from bond. This permission is provided on a case by case basis and is subject to the following terms and conditions.
All pets are to remain outside, however small and toy breeds may be allowed inside following specific approval. Guests must ensure their dog:
- Is groomed to avoid moulting and is cleaned prior to entering the house to avoid marks to the property
- Has had up to date worming, flea treatments, vaccinations
- Has had nails trimmed to avoid scratches to the floors and furnishings
- Does not jump up on beds, furniture or rugs (indoors or outdoors)
- Is not left unattended as excessive barking may result in complaints from neighbours. If noise complaints are received and the pet cannot be quieted, guests will be required to remove the dog from the property at their own expense.
Additional cleaning charges may apply should pet hair, urine, fleas or any evidence (including smell) of the pet be left behind when guests leave. It is advised for pets to wear tick/flea collars to avoid bringing or picking up ticks/fleas to/from the area.
A Perfect Stay accepts no responsibility for death of, loss of, injury or sickness to pets during the accommodation period - full and sole responsibility for the pet and its actions lie with the pet owner and upon acceptance of terms and conditions the guest agree that no legal action (including payment of veterinary accounts) will be taken against the landlord and that no discussion will be entered into. Please be aware that some properties have not been designed to be pet friendly.