All bookings made with VRG are subject to the following terms and conditions and the person making the booking will be deemed to have accepted these Terms and Conditions on behalf of all persons who will be staying at the property under the booking once any payment is made in relation to the booking.
In these terms and conditions:
a. 'Valley & Ranges Getaways' means Valley & Ranges Getaways Pty Ltd trading as VRG - Valley & Ranges Getaways/ VRG is sometimes referred to as "Management or The Manager"
b. Booking means the period for which you have stayed, or intend to stay, at the property.
c. "property" means the premises you have booked and all its fixtures, fittings and equipment.
d. "Guests" mean the persons who have stayed overnight in the property during the booking.
e. "Visitor" means a person or persons a guest permits to visit the property during the booking.
f. "Owner" means the person or persons or legal entity that owns the property.
g. "Full house" rate means a tariff applied that includes use of all bedrooms at the property regardless of how many bedrooms are actually required.
h. 'Weekend' means Thursday & Friday (when consecutive), Friday & Saturday, or Saturday & Sunday (when consecutive)
i. 'Midweek' means Sunday, Monday, Tuesday, Wednesday and Thursday unless when in conjunction with a 'weekend' night.
j. 'Public Holiday' means any Victorian gazetted public holiday
k. 'Special Period' means any period of time denoted as a 'special period' by VRG as shown on the 'availability calendar' on the Valley & Ranges Getaways website, and can include (but is not limited to) School Holidays, Public Holidays and days surrounding public holidays.
l. 'Availability Calendar' means the calendar shown on the VRG website that indicates availability for each property.
m. 'Extras' means any additional item purchased via the VRG website including (but not limited to) dinners, massage and other spa services, flowers, chocolates, wine, food hampers, platters.
n. 'Credit Voucher' means credit which may be applied to future accommodation booking with VRG.
o. 'Security or Pre-Authorisation' means a credit card swipe which will hold a predetermined amount of funds on the swiped credit card for a period of 7-8 days. During this period, these funds cannot be accessed. If no charges are brought against the pre-authorisation in this time, the funds will be released back to the swiped credit card after 7-8 days, depending on the card issuer. This Security Deposit/Pre-authorised credit card is intended to cover breaches of the terms and conditions herein. Pls note, we endeavour to 'complete' this release as soon after your stay once housekeeping have seen the house and determined no damages or additional housekeeping hours are required.
p. 'Code Red-Fire Danger Day' means a day declared by the CFA as a Code Red Fire Danger Day as per the CFA website www.cfa.vic.gov.au.
a. The name of the person on the original booking form remains the sole contact and is responsible for the property booked and all communications with Valley & Ranges Getaways.
b. Properties are individually owned, so your deposit/payments cannot be transferred from one property to another.
c. Online bookings made less than 48 hours prior to arrival must be confirmed by calling our office during business hours.
d. A non-refundable booking fee equal to $10 per night is included in the total rate.
e. If, due to a system error that has caused incorrect rates to be calculated, VRG has to amend the rate of a property after it has been booked and/or paid online, VRG gives the guest the first opportunity to cancel the booking at no penalty.
f. 'Full house' rates will apply for weekend bookings made more than 14 days in advance.
g. 'Full house' rates will apply for midweek bookings made more than 60 days in advance.
h. Weekend bookings attract a two night rate, weekend nights are Thursday & Friday, Friday & Saturday or Saturday & Sunday.
i. Midweek nights are Sunday - Thursday unless including a weekend night.
j. Public holidays and nominated special periods will attract minimum stays and full house rates.
k. Guests will be required to pay a fee if changes to bedding configurations are requested less than 14 days prior to arrival.
l. VRG reserves the right to refuse any booking.
a. Restaurant reservations, massage and spa services or activities, should be booked at least 2 weeks in advance to secure your preferred choice and date.
b. No refunds will be given on 'extras' if cancelled or changed within 7 days. Cancellations or changes that are made more than 7 days prior to your arrival will incur a minimum administration fee of $75 regardless of the service providers terms and conditions.
c. Extras such as flowers, wine, chocolates etc. will be waiting in your accommodation property unless other arrangements have been made.
4. PAYMENT TERMS
a. Payments may be made by Visa Card, Mastercard, Amex, Union Pay or Bank Transfer.
b. A deposit of 50% of the total rate is required when booking. Accommodation will not be held without a deposit.
- If paying the initial deposit by bank transfer, the bank transfer must be completed within 24 hours to prevent the booking being cancelled.
c. The balance must be received 14 days prior to arrival.
d. Failure to comply with these payment terms may result in your booking being cancelled by VRG with no refund of any deposit paid.
e. Payments may be made with a maximum of two transactions, either by credit card or direct deposit.
5. PROCESSING FEES
a. Our processing fee is intended to cover the cost of credit card fees applied by the bank. We encourage you to review detailed information about our processing fees which are as follows:
- Visa or Mastercard attract a 2% surcharge.
- American Express attracts a 3.5% surcharge.
- Bank Transfers -no processing fees apply to Bank Transfers.
6. GIFT VOUCHER POLICY
a. Gift Vouchers can be purchased for any value with a minimum $100. Gift Vouchers can be used as full or part payment against bookings at Valley & Ranges Getaways.
b. Gift vouchers are issued with 12 months validity. A 3 month grace period may be granted at the discretion of VRG and will incur a minimum $75 administration fee.
c. Gift vouchers should be treated as cash and cannot be replaced in the event of being lost or stolen.
d. To ensure the security of your gift voucher, the unique gift voucher number should not be disclosed to anyone.
e. Gift vouchers must be redeemed in full on a single booking. No refunds or reimbursements will be provided for unused portions of gift vouchers.
f. Gift vouchers are not redeemable for cash.
g. Bookings made with gift vouchers must include an accommodation component. Any remaining funds can be redeemed to purchase extras in conjunction with your stay.
a. All requests for cancellations and amendments to bookings must be submitted in writing to firstname.lastname@example.org. Please include booking name, Booking ID, property name & reason for cancelling.
b. Please note that we have a NO REFUND policy.
c. If the cancelled property is able to be re-booked for the same dates, a credit voucher (coupon) for the total deposit paid less a minimum $75 administration fee will be issued.
d. If the cancelled property is not able to be re-booked for the same dates, the following cancellation fees apply:
- Cancellation notified 30 days or more prior to arrival - 25% of the total rate
- Cancellation notified 15-29 days prior to your arrival - 50% of the total rate
- Cancellation notified 14 days or less prior to arrival - 100% of the total rate
e. A minimum $75 administration fee applies to all cancelled bookings.
f. Booking Fees and processing fees are non-refundable.
g. Any funds remaining after the deduction of cancellation, administration and booking fees will be distributed in the form of a credit voucher with 6 months validity.
h. Variations to an exiting booking will be accommodated where possible, however, if the variation request is not available and the booking does not proceed as a result of the requested variation, the booking will be cancelled and the deposit forfeited (subject to the conditions above).
i. Travel insurance is recommended for medical and cancellation coverage.
j. In addition to our cancellation policy, any amendments made to booking dates will incur a minimum administration fee of $75.
8. COUPON/CREDIT VOUCHER POLICY
a. Credit vouchers are issued with 6 months validity and cannot be extended.
b. Credit vouchers should be treated as cash and cannot be replaced in the event of being misplaced, lost or stolen.
c. Credit vouchers must be redeemed in full on a single booking. No refunds or reimbursements will be provided for unused portions of credit vouchers.
d. Credit vouchers are not redeemable for cash.
e. Cancellation of accommodation booked using a credit voucher is final. No refund or replacement credit voucher will be issued.
9. PRE-AUTHORISATION/SECURITY BOND
a. A credit card pre-authorisation of $150 is required on check in. You will also be asked to show photo id when checking in please.
- This will be held on the card for a period of 7-8 days.
- During this period, these funds cannot be accessed. If no charges are brought against the pre-authorisation in this time, the funds will be released back to the swiped credit card after 7-8 days, depending on the card issuer. The release of these funds is after our housekeepers have visited the property to see there is no damage or minibar used (some properties). We are sure you will care for the property with love as we do.
b. If a credit card is unavailable for pre-authorisation a cash security bond will be required instead.
- Cash security bonds will be returned by bank transfer or cheque refund 7-10 days after vacating the property.
c. The Security Deposit/Pre Authorisation is released as above (within 7-8 days of departure) after the property has been inspected and it is established that no terms and conditions have been breached. Examples of a breach of Terms and Conditions are, but not limited to: Breakage, missing items, damage to the property (charged at replacement/repair value and delivery & installation costs).
Excess cleaning charged at $60 per hour.
Extra guests staying beyond those declared (or additional beds used) $100 per room night.
Dirty BBQ charged at $50.
Loss of keys, lock changes or remote controls will be charged at cost of purchase and re-instatement.
Unauthorised parties or functions or gatherings that result in sigificant disturbance to neighbors will result in full loss of security deposit.
Unauthorised late checkout (50% of the nightly rate on the day of departure).
An administration fee of $60 per hour will be incurred to cover the cost of administering excess cleaning, the replacement of broken items, repair of damage and other activities that cause us to retain part or all of the security deposit.
a. Check-in time is 2pm on the day of arrival and check out is 11am unless specified otherwise.
b. A Guest Registration Form must be completed at or before check-in by the person who made the booking. As part of this registration, guests are agreeing to allow VRG the right to debit the credit card supplied as pre-authorisation or withhold funds from the security bond for the cost of any breaches of the terms and conditions outlined in this document.
c. Keys can be collected in person from Valley & Ranges Getaways office during business hours. It is the responsibility of the guest to make arrangements with our office for alternative key collection outside of business hours.
Out of hours check ins will require a Pre-authorised Bond form and once that is received, you will be advised of the key pick up and check in arrangements by VRG office.
d. Keys should be returned to the VRG office no later than 12pm midday on the day of departure. Keys left in properties will incur a minimum $50 key collection fee.
e. Early Check-ins and Late checkouts are subject to availability and incur additional fees of $30per hour.
f. Guests are responsible for their choice of accommodation. VRG is not responsible if the style of property does not live up to guests expectations, therefore guests should view property listings on www.valleyrangesgetaways.com.au carefully before selecting their preferred property. Please call our office if you require clarification on any aspect of a property prior to booking.
g. If the property you have booked becomes unavailable for your occupancy due to unforeseen circumstances (eg fire, storm damage, power outage, sale etc), then Management will inform you immediately and endeavour to obtain suitable alternative accommodation for your stay.
If suitable accommodation can't be sources, a full refund will be offered without penalty for the nights you have not stayed.
h. Please respect the privacy of our local community and neighbours. If a guest's behaviour or noise level is unreasonable, a warning will be given and ignoring this will result in the cancellation of the booking and your immediate departure from the property without refund.
i. Requests for assistance or maintenance may result in a minimum $90 call out fee where the guest is at fault and/or the call out is not deemed to be of an emergency nature. This fee will be payable at the time of the call out and must be paid to the agent attending the call out as appointed by VRG.
j. All properties are non-smoking, failure to comply will result in a minimum $200 fine. Guests may also be liable for the loss of owner's income from any future bookings affected by their actions.
k. Excess Rubbish Removal fees may apply if the amount of rubbish left at the property is deemed over and above what should be reasonably expected for the length of stay and number of guests.
l. Properties listed as pet friendly incur a fee to cover general cleaning. An additional fee will be applied if excess cleaning is required after departure. Should pets be found in accommodation not classified as pet friendly, guests may be requested to vacate their property immediately with no refund and will be liable for additional cleaning fees.
m. Rates apply for any additional guests staying at the property that were not included as part of the original booking. Please advise VRG and make necessary payment for additional guests. Should additional unpaid guests be found, the booking will be cancelled and you will be asked to vacate. No refund will be given.
n. Valley & Ranges Getaways properties are offered on the basis of private, residential usage only. Events, functions, parties and gatherings are not permitted without prior agreement and arrangement and payment of a function fee.
o. Guests are expected to leave the property in a neat and tidy manner on departure. This includes washing and putting away dishes, returning all items to their original position, all food items removed from fridges, barbeques cleaned, ovens and microwaves wiped out and rubbish placed in appropriate bins. Additional cleaning fees (minimum $60) may apply if the property is not left in a presentable condition.
p. We ask that you turn off lights, appliances and lock doors and windows upon departure.
q. If keys are lost you will be responsible for the cost of changing the locks and four sets of keys.
If a remote control access device is lost (garage doors for example), you will be responsible for the cost of recording and replacing the remote control.
r. When a property is booked for 7 nights or more, a complimentary refresh service including fresh linen and towels is provided. Breakfast hamper (if included in tariff) will be for the first 2 nights of your stay.
s. Tariffs will vary from time to time depending on demand. You will not be eligible for a discount, nor will you have to pay a premium if the quoted rate changes for the period you have as a confirmed reservation.
11. CODE RED FIRE DAYS
a. In the event of a Code Red - Fire Danger day being declared for our region, VRG will be closed and the following procedure will apply:
- Guests currently in-house will be given the option to vacate the property prior to 5pm the evening before the code red day.
- Guests due to check-in on the code red day will be called and advised that the accommodation will not be available and the office will be closed.
- All guests that leave their accommodation or have been advised not to attend will be issued with a credit voucher for a future stay equal in value to the balance of their stay.
12. COMPLAINT RESOLUTION POLICY
a. Should you have a need to raise a complaint please make contact with our office at the first available opportunity. We will then attempt to rectify or resolve the matter so that you can continue to enjoy your stay.
Housekeepers take a certain level of care with the property however should you feel that something may have been overlooked please bring this to our attention so that we can assist. It is our aim to ensure that guests enjoy their stay. Any complaint during checkout or after your departure will be noted and acted on where appropriate, however we will not consider compensation if we were not given the opportunity to fix or rectify matters at the time the issue occurred.
13. LOSS AND DAMAGE
a. Whilst you are in residence, you are fully responsible for all breakages and damage caused to the property, its furniture and fittings. Any breakages, damage or loss must be reported to VRG immediately.
b. VRG reserves the right to request payment in full and/or charge repair/replacement costs to the guest credit card provided as pre-authorisation/Security Deposit, or by withholding the cash security bond, in the event of property damage or theft either accidentally, maliciously or through negligence on the guests behalf.
c. All properties are privately owned, VRG cannot be responsible for the failure of utilities, services, equipment or appliances however every attempt will be made (within reason) to rectify the issue. If issues cannot be resolved, we may relocate guests to an alternative property of similar value & style.
d. VRG is not responsible for the security of your belongings and encourages you to ensure your accommodation is secure when not occupied.
e. Any belongings left in the property that are unclaimed within 7 days from date of departure will be donated to local charity organisations. Any items claimed need to be collected within 7 days or can be returned C.O.D (cash on delivery) or by mail for a fee of $20.
14. ADDITIONAL COSTS
a. All fees listed in this document are subject to change without notice.