Guest - Frequently Asked Questions

Key Collection: Where do we pick up the keys?

Keys must be picked up  and dropped off from our office. To comply with industry regulations, we are required to verify and have a copy of the registered guests ID in order to grant access by providing keys to the property. If a guest requires a third party to collect the keys, authority from a registered guest is required. All keys must be signed in/out of our key register. Keys are to be dropped off at our office unless prior arrangements have been agreed to in writing. Please note: keys will only be released once full payment has been received.  If you require to collect keys outside of our regular hours please advise a member of our team in writing at least 48 hours prior to your arrival

Check In and Out Times: When can we gain access to the property?

Standard check in time is 3.00 pm and check out 9:30 am. These times permit us adequate time to prepare the property for the next guest. If you require a guaranteed early or late checkout, we recommend the purchase of an additional night or gain agreement in writing at the time of booking. Guests can request early/late checkouts however this must be requested and agreed at least 48 hours prior to your entry/exit for them to be considered. Importantly, we will do our best to accommodate early/late check-out requests however this is dependant on the housekeeping team’s schedule and other commitments.

Internet Access: Does the property have internet?

All of our properties are equipped with a wifi/wireless internet connection. Please advise us if you would like access to the internet and we will provide you with the access code. Property Providers are not internet service suppliers and are therefore unable to guarantee the reliability and speed of the service. Although we will do our best to generally troubleshoot issues, we are not qualified to provide technical support. Please note for some properties, additional costs may apply dependant on your length of stay.

Is there anything that we need to bring?

Although every property is fully equipped, we do ask that guests bring their own hairdryer and beach towels. Upon arriving, you will find that every property has been provided with complimentary toilet paper, soap, dishwashing soap, tea, coffee, garbage bags etc. If you require the property to be stocked with additional groceries or for any other special request, we do have a premium concierge service. Please note we require at least 48 hours notice to guarantee concierge requests.

Baby Equipment: Can you supply baby equipment?


We can provide portable cots and high chairs for babies however we must be informed of this requirement at the time of booking (additional costs do apply). Importantly, many of the properties we manage will be stocked with a range of children’s toys and books for guest enjoyment.

Min Stay: What is the minimum stay?

As a general rule our minimum stay is 7 nights. On certain occasions we may able to accommodate stays for shorter periods of time however these requests are reviewed on a case by case basis. Consideration of shorter-term bookings is dependent on other bookings surrounding the dates applied for and in consideration of the overall occupancy/vacancy of the property. Broadly, stays under 5 nights present difficulty to owners and neighbors nevertheless, if you have any questions regarding this, please ask one of the members of our team.

Calendar Availability: Why is availability different on advertising portals then on your website?

We are unable to have total control of external web portals. The availability and pricing change on properties across the portfolio on a daily basis and keeping the channels updated is unrealistic. Importantly, the copy on each advertisement encourages guests to refer to Property Providers website for the most up to date information.

Price Variation: Why is the price on the advertising portal different then on your website?

The pricing displayed on channel websites reflects the base rate. Rates do change frequently subject to available supply, length of stay and number of guests. Within the copy of the each advertisement we encourage guests to contact us where we can provide superior one to one service.

Cleaning Fees: Why do I have to pay cleaning fees?

The exit cleaning fee is an incentive for guests to leave the property clean. This cost is variable and is dependent on the size of the property and the condition that it has been left. Cleaning is calculated on the actual time it takes to prepare the property for the next guest. Our quality assurance process is that every property must be cleaned every 13 nights unless otherwise agreed in writing at the time of booking. Upon your request, we can also have our housekeeping team provide fresh linen for all beds. Importantly, like any tradesperson there is a min call out fee.

Linen: Do we have to bring our own sheets?

5-star hotel linen that is commercially laundered is provided in each property to deliver consistent high quality. It is assumed that if a guest is renting a property, all the beds in the entire property will be used. Linen is a requirement and is charged on a per bed basis (includes sheets, towels, doona’s and pillows). Lastly, providing professional linen service provides guests that we exceed health and safety standards.

Utilities:  When and why do I have to pay utilities at the property?

Utilities (particularly electricity) are very expensive within Australia. For stays less than 14 nights utility costs are included in the rate. For medium-term stays, (exceeding 14 nights), we charge an average nightly utility fee. This avoids the guest arranging connection and disconnection which can be time consuming and problematic.

Pets and Smoking:

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Pets and smoking are strictly prohibited in all Property Providers managed properties unless agreed in writing at the time of booking.

Credit Cards: Why do I have to pay the deposit on a credit card?

To secure your booking, we require the minimum of the security deposit and booking fee to be paid by credit card payment, (we are unable to accept or process debit cards). The tariff or rent itself may be paid via direct deposit to our account by requesting our banking details from a member of our team. Importantly, proof of transfer must be provided and access to the property will only be provided once the total agreed payment has been settled into our account.

Refunding the security deposit back to the credit card is much faster, and allows us to maintain our brand commitment of the security deposit being returned within 5-7 working days. Paying by credit card may provide the guest with the confidence that a financial institution is involved in the transaction and may make available travel insurance (however it is the guests’ responsibility to confirm the features and benefits of their card).

Neither property rental rate nor our property management fee covers the merchant fee therefore this is added to the total.

Any credit card payment must be authorized by the actual person booking accommodation. If the booking is in a different name than the credit card, written consent from the card holder is mandatory to process any payment. Importantly, the person paying is responsible adhere to Property Providers Terms and Conditions.

Please note that your credit card details and identification are secure and will be destroyed 3 months after you exit the property for your comfort and security.

Exiting the Property: What is expected of me when I am leaving?

To avoid additional charges it is important that properties are left in good condition.  Please refer to our Guest Exit Instruction

Security Deposit: When will I get my security deposit back?

To secure your booking, we require the minimum of the security deposit and booking fee to be paid by credit card payment, (we are unable to accept or process debit cards). The tariff or rent itself may be paid via direct deposit to our account by requesting our banking details from a member of our team. Importantly, proof of transfer must be provided and access to the property will only be provided once the total agreed payment has been settled into our account.

Guests will recieve their security deposit back on the same card in which it was paid within 7 working days of departure