Reservation Terms & Conditions for:-
Little Heaven’s- Riverbend Lodge – Rosemount, Sunshine Coast, Qld
TERMS AND CONDITIONS OF STAY
– CONFIRMATION OF A BOOKING AND PAYMENT OF DEPOSIT MEANS ACCEPTANCE OF THE TERMS BELOW
These are Standard Industry Terms & Conditions and have been recommended by, and copied from,
Stayz booking website for property owners & managers.
Some wording and cancellation fees have been changed from the original Stayz document to suit individual properties and are subject to change by property owners discretion.
DEFINITIONS
“Booking” means the period for which you have paid to stay at the property
“Property” means any one of the properties in the list above and all its fixtures, fittings and equipment
“Management” means the owners and managers of the properties
“Guests” mean the persons who stay overnight in the property during the reservation.
“Visitor” means a person a guest invites to visit them at the property during the reservation but not permitted under insurance regulations.
ACCEPTANCE AND RESPONSIBILITY
Confirmation and payment of deposit for the booking, constitutes complete acceptance of these Terms and Conditions
Privately owned property owners reserve right of admission.
Guests who cause a disturbance of any kind or who are found to be in breech of any Terms & Conditions outlined in this document can be required to vacate a property or prohibited from accessing or entering a property at any time. Should this occur, any outstanding accommodation paid will be forfeited.
CHECK IN/OUT
Check in time is not before 2pm on the arrival date and check out time is not later than 10am on departure date.
Late departure is subject to prior arrangement and availability and extra charges may apply.
You must provide contact address and mobile number when confirming a booking Check in /check out and key collection/return and directions to the property will be sent to you on payment of the booking:-
PAYMENT
An accommodation deposit of 50% is required within 24 hrs of confirmation unless arriving within 30 days.
A refundable $100 Security Deposit must be paid on or before arrival.
Payment in full must be received on or before one month prior to arrival or as otherwise arranged with reservation manager.
Payments of the amount due must be received in Australian $ net of any bank or other transaction charges.
We accept payment via bank deposit / internet bank transfer – personal cheques will ONLY be accepted if received at least 30 days prior to arrival
CANCELLATION OR VARIATION / CHANGE OF DATES
Dates reserved are held exclusively for the relevant guest – all properties have a “no refund for guest cancellation” policy.
Reservation date changes are at the sole discretion of the reservation manager and are only considered under government directed lockdowns or for reservations arriving more than 3 months in advance. If date change is permitted, a “change of date” administration fee is applicable.
Accommodation payments are non refundable in the event of a cancellation for any reason.
If we are able re-book any cancelled dates, a refund of deposit is provided, less a $50 “re-booking” administration fee.
Re-booking dates on behalf of a guest who cancels, is only applicable for reservations with 21 days or more, prior to arrival (no exceptions ) and is a goodwill gesture by management. Re-booking of dates cancelled cannot be guaranteed. Government mandated lockdowns are only exceptions to postpone dates.
Management will take no responsibility for cancellations by the guest due to road, weather or transport conditions, electrical outages, gas outages, sickness or any other event outside of its direct control. This also includes personal issues experienced by the guest. ( sorry no exceptions )
A variation of the booking which reduces the number of nights stay will be treated as a cancellation of the booking in respect of those nights. Cancellations are non-refundable.
A variation of the booking which reduces the number of guests will be treated as a cancellation of the booking in respect of those guests.
We have a minimum nights stay policy of 2 nights during all seasons except Peak season when there is a 3 night minimum stay required and Long weekends where there is a minimum 3 night stay required .
No refund will be made for a variation to the extent that it breaches our minimum nights stay policy.
SECURITY DEPOSIT – Refundable – Refundable Key & Gate Remote & Security Deposit is required and is refunded within 48 hours after departure when exit conditions are met.
Refundable Security Deposit can be varied at management’s discretion, particularly for long stays of 3 weeks or more or variable for guests under 25 years old. Last minute or long stay reservations can be subject to security deposits payable at management discretion, for all properties.
An Empty council Rubbish bin is provided once per week during a guest’s stay – excessive rubbish ie rubbish that cannot fit into the outside bins upon a guest’s departure, will be charged for removal – a fee of $50 for excess rubbish removal, will be deducted from security deposit refund.
We expect properties to be left in the same condition as presented on website photos. To avoid deductions from the refundable security deposit, guests are required to adhere to exit conditions, summarized on final email reply sent, listing the key-collection details. Additional fees may apply for non-cleaning issues as follows: – $25 for unwashed dishes left at the property; – $25 will apply if the BBQ is not cleaned after use. (photographic evidence of non-compliance, will be issued prior to any deductions from the security deposit paid). – $30 per bed for soiled pillow-protectors or mattress-protectors – parents are required to bring their own waterproof mattress-protectors for children who might be at a bed-wetting stage. (sheets & pillow-slips MUST be used on beds) Smoking is NOT permitted inside any properties- if the smell of smoke is detected a deodorizing fee of $100 will be charged to eradicate any penetrating smoke smell possibly present in bedding or soft furnishings. (please notify management on day of arrival, if any cleaning issues are found, that might have been overlooked, on day of arrival – and they will be addressed at the earliest possible time);
All properties are required to be left in a tidy condition as found, with all dishes washed and returned where found – in the same condition as displayed on property website photo-galleries.
UNAVAILABILITY
If the property becomes unavailable for your occupancy due to unforeseen circumstances eg: fire, storm, damage; change of ownership; etc, we will inform you immediately – payments will be refunded in full.
Management reserves the right to refuse or cancel a confirmed reservation with 14 days notice prior to arrival – a full refund of monies paid applies to cancellations made by Management.
PARTIES / FUNCTIONS and GUEST’S VISITORS
Functions or Parties involving outside visitors, for any purpose, including weddings, birthdays, anniversaries or any other reason, are strictly prohibited.
Guests found hosting a function or party of any kind with unreserved visitors on site, will be required to vacate the property immediately and any nights outstanding will be forfeited and are non-refundable.
Outside visitors are not permitted at Riverbend Lodge.
Riverbend Lodge is a privately owned property with resident on-site owner-managers.
The Guest Cottage and Guest Cabin and their private small fenced yards, are for the exclusive use of the reserved guests and their dog.
One carport parking is available for the Cottage guests and one carport available for the Cabin guests. Extra vehicles and trailers will be issued parking allocation upon request at the owner’s discretion.
No camping or caravanning permitted on site. No power available for caravans, trailers or motorhomes parked at the property.
Riverbend Lodge resident-owners respect the Cottage and Cabin guests privacy within the confines of the guest accommodation & their respective yards.
The resident-owners also value their own privacy at their on-site home-residence. Guests are requested to contact the owner-residents for any issues via SMS , call or email – except in the case of an emergency when they are welcome to find them at the home-office.
LINEN AND TOWELS
Basic linen packs are provided at RIVERBEND LODGE, including 1x bath towel per reserved guest.
Pillows & blankets are provided at all properties.
Where mattress protectors are found to be soiled due to accidental bed-wetting, a laundry fee of $30 per soiled bed will apply.
Families staying with children who are still at the bed-wetting stage, are required to bring their own waterproof mattress protectors to use on the children’s beds.
PETS
Our property welcomes the family pet dog to accompany our guests during their visit. These Conditions apply to all owners of pet dogs — Rates include 1 pet dog
An additional dog is allowed on application at a fee of $5 per day at managers discretion.
The breed & size of dog must be declared at the time of reservation. Only dogs declared at the time of reservation are included in the booking.
The fencing is secure for most pets – but we do ask you check the fence-line before leaving your pet alone for any possible exit points – some dogs are great escape artists and can climb over or dig under fences.
For the health and safety of all our guests and their pets, all visiting pets must be treated for fleas prior to arrival .
Any damage done by pets while staying at the property must be paid for by the dog’s owner (replacement cost) This includes damage to the garden.
Owners must pick up after their pets before departure and put rubbish in red lid wheelie bin located near the Carports.
No Wet Dogs allowed inside the Cottage or Cabin. If your dog is wet, please dry him/her off before allowing her inside with you.
VIP – Guest’s dogs are NOT ALLOWED to be tied up or caged when/if left alone in the Cabin or Cottage yard.
When guests choose to bring their dog on holiday with them, they are expected to “holiday with their dog” by taking their dog with them when they go out.
No Dogs are allowed inside the Cottage or Cabin unless the Guest is present with them and supervising their dog.
If a guest’s dog is happy to stay quietly outside in the yard while the guest pops out to the shops or for a dinner, that is fine. However if a dog escapes from a yard or whines or barks continually, the guest will be called to collect their dog, or stay with their dog.
Reminder: Dogs are not allowed on furniture or beds so if your dog tends to sneak up during the night, please brings sheets to cover beds/furniture to prevent dog hair getting on the bedding or chairs. ( the blankets provided are for humans not dogs, and not all our guests are pet owners and they do not like to see any traces of dog hair in the property during their stay)
Riverbend Lodge welcomes FRIENDLY non-aggressive dogs. Dog-owners are required to keep their dog within the confines of the Cottage or Cabin yard while off-lead. No unleashed dogs in the driveway areas.
Dog-owners need to ensure that their dog does not jump the fences. .
Guests are invited to discuss any individual issues or requests relating to their dogs.
YOUR OTHER RESPONSIBILITIES
You must comply with all applicable House Rules and all instructions from management concerning occupancy.
You are responsible for damage, breakages, theft, and loss at the property during your stay. – Fortunately we have never had a theft issue at Riverbend Lodge, thanks to the entrance gate kept closed 24/7.
You must notify us asap via SMS, call or email between the hours of 8am – 5pm if any of the above occurs. After hours contact via SMS or email unless it is an emergency.
Management will recover costs from you if repairs or replacement of damaged or missing item/s are necessary.
Only the guests nominated and accepted in the original booking, may stay in the property overnight and may not exceed the maximum number of guests allowed at each property.
Before Departure, all rubbish is to be put in appropriate council rubbish bins provided, crockery washed and packed away.
Excessive rubbish that cannot fit in the bin, must be taken with you for disposal.
Guests are required to leave the property in a tidy condition on departure
Extra cleaning charges may be incurred for the cleaning of dirty dishes. Should the property require a double clean, an additional fee will apply and you will be contacted in regard to cost.
All furniture and furnishings must be left in the position they were in, when you arrived.
The property should be vacated on time. Guests are requested to turn off aircons & fans and leave doors & windows closed but NOT locked.
You are responsible for the safekeeping and replacement of lost accommodation keys or remotes.
Loss of keys &/or gate remote will incur a replacement cost of $100.
Smoking is not permitted inside the property.
PROBLEMS AND COMPLAINTS
In the case of any problems or complaint, you must inform management at the earliest opportunity during business hours (or text after hours) so that management has the chance to rectify the situation as quickly and efficiently as possible.
You must notify us of any apparent maintenance issues found upon arrival, that will affect your stay, on day of arrival. These issues will be addressed as soon as humanly possible.
You must allow repair/service access to the property during reasonable hours. Any complaint that cannot be resolved locally , must be notified in writing to the management prior to departure from the Property.
Failure to follow this procedure may hinder the ability of management to rectify the problem or complaint and reduce or extinguish any claim you may have.
This privately owned property is not a party, function or DIY wedding venue.
50% Non-refundable deposit is required upon reservation to secure dates arriving more than 1 month in advance.
Reservations more than 6 months in advance can be paid by instalment arrangement. Please ask for payment options.
Non-refundable final balance is required to be paid by direct deposit and is due 1 month prior to stay – or the balance can be paid upon arrival.
Reservations made within 1 month prior to travel are accepted when full tariff is paid at time of booking.
Guest cancellations are NOT refundable once accommodation is reserved.
Exceeding the maximum number of guests included in the reservation is not permitted.
The owner reserves the right to change or cancel holiday letting conditions with 14 days notice to current reservations – full refund applies.
Any property damage or additional cleaning charges will be deducted from bond (where applicable) or charged, if property is not left as found ie in a tidy condition without breakages or damage.
Guests to report any pre-arrival damage by text message upon day of arrival.
Properties are checked for cleanliness before and after guests arrive and depart.
Management quoted rates via email include the cleaning fee.
No re-arranging of furniture.
Properties are equipped with linen, blankets and pillows to be used on beds. Dog-owners need to bring their own dog’s blanket or bedding.
Properties are equipped with basic kitchen equipment & appliances.
Starter essentials are provided for arrival day – guests are required to bring ALL their own consumables including toiletries; extra toilet paper; roller towel; food wraps; bin bags; condiments or any other consumables they might require, including all foodstuffs.
Liability and Insurance / Assurances
All Guests & Visitors are recommended to arrange their own travel insurance, including medical cover as required. The owners can accept no responsibility for accidents. The owners of the Properties will not accept any liability for any loss, injury or damage of any nature however sustained to or by any person in the course of their occupation of the property and the land belonging adjacent thereto as a result of the occupation of that property or any activity carried out in the course of such occupation however sustained, such activity and occupation are carried out at the individual’s own risk.
Upon payment & acceptance for a reservation, the Guest accepts full responsibility and agrees to indemnify the owner for any injury or death to themselves, guests, animals or any other person on the property during the term of their booking.