Thank you for choosing to stay at Port Elliot Neptune. We hope you have a wonderful stay. During your stay you have access to our property and use of the contents. As you can imagine, as well as the investment in the properties themselves, there are a lot of costs involved in setting up the properties and maintaining them in good condition. Most of the time our guests treat our properties wonderfully well and we so appreciate it! However, sometimes things go wrong. This document is worded to cover us in the event of problems. Fortunately, such problems are a very rare occurrence.
The person(s) who initiated the booking request is responsible for this booking and for complying with the terms and conditions as specified below. When a guest registers or an invitee of a guest enters the premises, they are deemed to have agreed to be bound by these conditions.
PAYMENT & BOOKING CONFIRMATION: A deposit is required to hold any booking. Final payment is required four to six weeks before the commencement of your holiday depending on the season booked. After we have received your deposit we will send you an email confirming the details of your reservation. When you have paid your final tariff and bond a final email will be sent to you with key information and a suggested list of what to bring. Please make sure that your contact details are kept updated and advise us if there are any changes.
CANCELLATIONS: The purpose of paying a deposit is to block out those dates so no one else can book them. If you cancel a booking, we then need to unblock the dates and try to fill that gap. The more notice we have of your wish to cancel, the more likely it is that we will be able to secure a replacement booking. Refunds are paid at our discretion and may be subject to an administration fee. The Aura advertising site retains the booking fee paid when you request a booking and this is out of our control. Refunds are generally not available in the 30 days prior to arrival and are not available for bookings for the summer school holidays or Easter. You may wish to consider travel insurance.
Absolutely NO SMOKING: Please do not smoke inside the home or in close proximity to any open doors or windows. If the house smells of smoke at the end of your visit, we will need to deodorise the property and you will be charged for this cost.
Arrival/Departure TIMES: Frequently we have changeovers on the same day. This means that one booking finishes in the morning and a new booking commences in the afternoon. During the gap, we need to get in, check the property, clean it, change the linen and leave it in perfect condition for the next guest. Our departure and arrival times are set to allow enough time for this. Occasionally we can accommodate an early arrival or a late checkout (particularly if we do not have a changeover on that day). Please contact us a day before your arrival if you would like to check whether this is possible, a small charge may apply. Otherwise, please adhere strictly to the departure time in your booking letter.
We are on a tight schedule and our time must be respected (and paid for). If we arrive at the property and you have not departed (or are not ready to depart immediately, including vehicles), we will charge an overstay fee of $50 per hour or part thereof.
CHECK IN: at the time specified for your property (3pm)
CHECK OUT: at the time specified for your property (10am)
Please check your booking email for the exact time of check in/check out.
No refund will be given for early or unscheduled departure.
CLEANING: Our accommodation is cleaned thoroughly after every stay. We allow enough time for a standard clean in the cleaning fee you have paid. However should any additional cleaning be necessary then you will be charged extra to cover this cost.
Any breakages, damage, stained/soiled linen/blankets/quilts and/or excess cleaning items are to be paid for. This includes (but is not limited to) rubbish left inside the property or not contained in the council sulo bin, dirty dishes left on benches, overstacked dishwashers so they have to be emptied and run through several loads to clean the dishes, dirty ovens (oven cleaning service can be pre-booked), soiled carpets/rugs/furniture & hand marks or dirty marks on walls/windows/glass/mirrors.
USE OF THE PROPERTY
The number of people staying at the property MUST NOT exceed the number of persons stated in your booking request. As our properties are unsuitable for parties and gatherings this includes day visitors.
The property is rented for accommodation/holiday use only and no functions, parties or business activity are permitted at any time without our express written permission.
Any unauthorised use will result in immediate eviction with no refund of monies paid.
Guests and invitees of guests are expected to behave in a manner, which is conducive to the safety, comfort and convenience of other guests and/or neighbours and to abide by any house rules at all times.
NO EXCESSIVE NOISE AT ANY TIME : Please respect our neighbours at all times. We take such complaints very seriously. We reserve the right to evict noisy or disrespectful occupants from our property and booking fees paid will not be refunded. If we have to visit the property to investigate a complaint, we may charge a call out fee.
Port Elliot Neptune is not pet friendly. No pets are allowed on the property. This is for your enjoyment and for the next guests who may be allergic to pets. If you would like to take a pet on holiday please consider one of our pet friendly homes instead.
FAILURE OF SERVICES OR EQUIPMENT/APPLIANCES
We make every effort to ensure the property is ready for you to enjoy your stay. Where a problem is experienced (eg by failure of equipment such as dishwasher, washing machine, air conditioner, hot water service, TV, toaster or kettle or services such as power, water) please report it to us by phone, text or email. We will do our very best to get the item or serviced fixed, restored or replaced as quickly as possible. However, it may not always be possible to achieve this during your stay. This is not grounds for a refund or compensation for any loss you may have incurred.
BREAKAGES/DAMAGES: We expect the accommodation is returned to us in the condition presented on arrival. Breakages or damages not caused by normal wear and tear (animal damage does not constitute normal wear and tear) will be charged to you.
Where you have incurred additional charges that exceed any bond you have paid, you authorise us to advise you of the cost to rectify the issues and you agree to pay the amount charged within 7 days or to provide a detailed explanation for our consideration. Failure to pay the amount owing, unless we consent, will result in legal action.
You are welcome to take photographs of any issues noticed on arrival and/or report them to us on arrival by telephone or email.
Charges will be imposed if the accommodation is left in an unreasonable condition, e.g.:
•Dirty dishes not stacked in the dishwasher.
•Rubbish not removed and disposed of in the outside bins (and any excess rubbish removed from the property).
•Soiled or stained bed covers/blankets/quilts, rugs, carpets, upholstery etc.
•Lost or damaged remote controls.
•Furniture not being moved back to its original position.
•Property is damaged.
•Contents are missing or damaged (a full inventory is available at the property and is checked after every booking).
•Your tariff is inclusive of a standard clean. Extra will be charged for marks on walls/glass, carpets, furniture, linen, dirty oven ( we do offer an oven service for a small fee which can be pre-booked if required) etc.
Any breakages or damage to the accommodation, its fittings or facilities will be charged to the Guest at replacement/repair cost plus 10%.
We look more favourably the cost of rectifying issues reported to us at the time that they occur rather than us finding them on your departure. This is because it gives us the opportunity to arrange for repairs etc before the arrival of the next guests and/or advise you what action can be taken to minimise damage (eg carpet spills which can set if treated incorrectly).
Nothing in this agreement compromises our right to issue legal proceedings in South Australia, or elsewhere at our discretion, seeking damages and/or any claim, which may arise by reason of the negligence and/or wilful damage of the guests and/or their invitees.
We (or our agents) may enter the property at any time to inspect the property and the nature of the occupancy. In the event of these terms being breached, we (or our agents) may do whatever is reasonable to enforce the eviction of any Guest and removal of Guest property. This includes people visiting the property during your stay. No refund will be given for early or unscheduled departure.
A call out fee will be charged for attending the property for incidents such as investigations of complaints, lost keys, equipment or service failure caused by you, damage caused by you or any other incident that is not our responsibility.
LIABILITIES: No responsibility is taken for personal items left on premises during or after departure. We do not accept liability for any injury, damage, loss or additional expenses caused directly or indirectly by events which are beyond our control. Any sports and activities, whether or not equipment is provided by us, are engaged in at your own risk. We do not accept liability for errors, omissions, default or negligence represented on our website or in any document provided by us.