Guest Policy: Special Payment Terms

Company Position:

Property Providers’ vision is to “Help People Live Better” by being Sydney’s most flexible residential rental company. This vision is driven by three core values: Passion, Performance, and Partnership. This policy has been created based on our belief in our guiding principle, that all great long-term partnerships have a solid foundation of mutual respect, mutual reward, mutual investment, and mutual risk.

Background:

Many people associate short-term rentals with brief holiday stays, but in urban markets, they’re often needed for longer-term situations like corporate relocations, renovations, or insurance claims. These guests require a home-like environment for multiple weeks or months, resulting in higher transaction values and potential cash flow challenges under traditional upfront payment terms. To address this, Property Providers offers structured payment plans that ease client cash flow through predictable, periodic payments, while maintaining our fiduciary responsibilities and supporting our core values.

Document Purpose:

This document clarifies when and under what conditions the agency may offer guests special payment terms for short-term rental bookings.

Objectives:

  • Offer flexible and tailored payment solutions that accommodate guest’s needs while maintaining the agency’s financial responsibility to owners.
  • Ensure clarity, consistency, and efficiency in payment processes to support seamless transactions and minimize financial risk.
  • Strengthen long-term relationships with all parties by offering structured yet adaptable payment options.
  • Uphold trust and transparency in all financial agreements, ensuring fairness and accountability for all parties.
  • Support sustainable business growth by balancing customer service excellence with prudent financial management.

Policy

  • Special payment terms will only be considered for bookings with a minimum Total Booking Cost of $40,000 AUD that are:
    • greater than or equal to 90 nights (and less than 180 nights); or
    • confirmed at least 6 months in advance of the check-in date.
  • Bookings requested within 30 days of check-in are excluded from special payment terms.
  • This policy, once agreed in writing, changes the booking payment schedule under section 2.4.1 of the booking terms and conditions. There are no other changes to our standard booking terms and conditions and cancellation policy.
  • A booking can only be confirmed with a credit card and payment of the non-refundable Booking Deposit applicable to the Special Payment Term agreed in this policy.
  • Once a booking is confirmed, our standard cancellation terms apply. For clarity: All monies paid or owed within 60 days prior to check in (peak season) and 30 days prior to check-in (all other times); or at any time after check-in are non-refundable.
  • An additional processing fee will be charged for all bookings with special payment terms.
  • Credit card fees apply for all credit card transactions.
  • There are four (4) variations to the standard payment terms, which this policy defines. Only one variation will apply for each booking. The booking confirmation and associated Payment Schedule will define the dates shown:
    • For stays checking-in between 1 December to 31 January (peak season) of any year, the accommodation must be paid two (2) months in advance and all other fees and refundable security deposit paid 60 days before the check-in date.
    • For stays checking-in between 1 February to 30 November of any year, the accommodation must be paid two (2) months in advance and all other fees and refundable security deposit paid 30 days before the check-in date.
  • For the avoidance of doubt, where special payment terms are not agreed in writing, by both the owner and the Agency, the standard payment terms will apply.
  1. Early Bird Bookings (Confirmed 6+ months in advance min. $40K, no minimum length of stay)
    • Booking Deposit (non-refundable): 10% accommodation, booking fee and applicable credit card fee.
    • Payment Schedule: Accommodation paid in advance in four (4) instalments:
      • 10% within 48 hours of booking confirmation;
      • 15% accommodation due 30 days after confirmation;
      • 15% accommodation due 90 days prior to check-in (peak season); or 60 days prior to check-in (other times); and [K1] 
      • The balance of the Total Booking Cost (50% accommodation plus all fees and security deposit) due at least 60 days prior to check-in (for peak season bookings) or 30 days prior to check in (for bookings at other times).
  2. High-Value Bookings ($40K+ for a minimum of 3 months stay)
    • Booking Deposit (non-refundable): 20% accommodation, booking fee and applicable credit card fee.
    • Payment Schedule: Accommodation paid at least two (2) months in advance in three (3) instalments:
      • Balance of first months’ accommodation due within 48 hours of booking confirmation and least 90 days (peak season) and 60 days (other times) prior to check-in;
      • Second month’s accommodation, all fees and security deposit due at least 60 days prior to check-in (for peak season bookings) or 30 days prior to check in (for bookings at other times); and
      • For bookings equal to three (3) months duration, the balance of the Total Booking Cost due seven (7) days prior to check-in; or for bookings more than three (3) months duration, the balance of the Total Booking Cost due 30 days after check-in.
  3. Significant Bookings ($100K+ for a minimum of 4 months stay)
    • Booking Deposit (non-refundable): 20% accommodation, booking fee and applicable credit card fee.
    • Payment Schedule: Accommodation paid at least two (2) months in advance in four (4) instalments:
      • Balance of first months’ accommodation due within 48 hours of booking confirmation and least 90 days (peak season) and 60 days (other times) prior to check-in;
      • Second month’s accommodation, all fees and security deposit due at least 60 days prior to check-in (for peak season bookings) or 30 days prior to check in (for bookings at other times); and
      • For bookings equal to four (4) months duration, the balance of the Total Booking Cost due seven (7) days prior to check-in; or for bookings more than four (4) months duration, payment for two (2) month’s accommodation is due monthly and the balance of the Total Booking Cost due 60 days after check-in.
  4. Extensions to Bookings with Special Payment Terms
    • Extensions must be notified at least three (3) working days prior to the booking check out date.
    • Special payment terms for extensions are not guaranteed, and must be agreed in writing before confirmed.
    • All extended periods must be paid in full on confirmation of the extended period of stay based on these terms. All monies due after check-in are non-refundable:
      • Less than or equal to two (2) month’s extension period: accommodation is paid in full on confirmation; or
      • Greater than two (2) month’s extension period: two (2) month’s accommodation is paid in full on confirmation of the extension; subsequent months or part thereof due monthly thereafter.

Mechanics:

  • Special payment terms are “not automatic” and must be formally requested by the guest to the booking agent at the time of booking. Variations to the standard payment terms will not be entered into after the booking is confirmed.
  • All special payment request must be submitted by the booking agent to and approved in writing by a senior member Property Providers Staff (i.e. Department Head), Agency Principal or Director.
  • Owners must also agree to the guest’s special payment terms, in writing, prior to a booking (and each subsequent extension, if applicable) being confirmed.
  • Upon written approval by the owner and agency, the guest will be required to electronically sign a confirmation of the agreed payment terms, acknowledging the variance from the standard payment terms.
  • No booking will be confirmed until the signed agreement is returned, and the Booking Deposit is receipted.
  • A valid credit card for the Primary Guest and Government ID for all occupying guests will be required before check-in.
  • The agency reserves the right to vary these terms at any stage, or rescind these terms at any time, for any reason, without notice.

Rationale:

  • Property Providers’ special payment terms reflect our belief that strong partnerships are built on fairness, flexibility, and mutual commitment. By providing structured, periodic payments while securing rent, fees and deposits in advance, we protect both our clients and our business.
  • Property Providers’ is a licenced real estate agency and therefore is bound by legislation, with fiduciary responsibility and duties to uphold.
  • A short-term rental agreement is a licence agreement not a lease. Owner partners are paid monthly, pro-rata in arears and funds need be settled and accrued for us to be able to remit funds.
  • This policy supports long-term relationships, ensures operational sustainability, and reinforces our vision of “Helping People Live Better” through responsible and flexible rental solutions.
  • This process ensures clarity, accountability, and formal acknowledgment from all parties before moving forward.

    Validity:

    This policy is valid as of 1 July 2024. 

    Latest update 20 May 2025

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