Agency Policy - Guest Booking Cancellations:   


Property Provider's vision is to, “Help People Live Better” through being Sydney’s most flexible residential rental company.  This vision is driven by 3 core values; Passion, Performance and Profit.  Importantly, we seek profit not through dollars and cents but through the pursuit of our guiding principal that all successful long-term partnerships have a foundation of mutual investment, respect, risk and commitment.  We aim to create these virtues in all our relationships and touch points with long-term leasing tenants, short-term rental guests, employees, suppliers, partners and our property owner partners.

Document Purpose: 

The purpose of this document is to clearly communicate the company’s policy as it relates to Guest Booking Cancellations

Policy Objectives:

  1. To be clear, concise and consistent regarding Guest Booking Cancellations.

  2. To minimise risks and costs (i.e.a time, energym money) to all parties invovled any booking albeit the Agency, Property Owners and Short-Term Rental Guests.

  3. To resolve disputes as quickly, effectively and in a manner that is as reasonable and mutually equitable to all parties.

Guest Booking Cancellation Policy:

  • Cancellations must be notified in writing and monies paid will only be refunded if a new booking can be secured for the same time period of your original booking. 

  • If we can rebook the period cancelled for the same tariff then we will refund monies paid, less a 25% cancellation fee and credit card fees if you paid by credit card. If we need to discount to rebook the period cancelled, then we will refund your deposit less the difference between the rates and a 25% cancellation fee and credit card fees if you paid by credit card.

  • If a new booking cannot be secured, the monies paid will not be refunded. Any applicable funds due to be refunded will be considered and calculated at the departure date of the original booking in order to provide an accurate calculation. 

  • An early exit or departure is considered a cancellation of that particular period from the exit date to the end of the original booking date.  

  • Please refer to our most current and complete Guest Terms and Conditions

Policy Rationale:

  • Our position is tht we need  and want to be fair and balanced to all parties engaged in the agreemnt

  • The agreemnet is a commerical contract that is grants the guest a non-exclusive license to occupy the property.  Guests thre fore do not hae the rights of a tenant as prescribed by the Property Land Stock and Agents Act which governs long-term leasing and tenancy.

  • Our Terms and Conditions are readily available on or website and are communicated at least 6 times throughout the booking process.

  • We hope that guests understand that wehn a property has been booked, it is unable to be recommended or rented to another party.  This does not only apply to when post arrival at the proprety but rather for the etnire time from when they have actually booked the property.  This is a risk that we need to effectively and reasonably manage.  

  • Guest are given every opporutnity to ask verbally about our guest cancellation policy prior to committing to the booking the property.

  • Guest cancellations represent less than 2% of overall bookings so it really represnts the minority of cases. 

  • We insist that guests pay at least the security deposit via credit card because it is very common for credit cards to offer their customers protection and travel insurance. Alternatively, if a guest has purchased spearate travel insuraance, we recommend that they verify your coverage with the insurer.  Importantly, if a guests requires inforation to lodge a claim with their financial institution we endevour to provide sufficient documentation for their claim.

Effective Date:

  • This policy is effective July 1st 2016