We accept Visa (2% surcharge), Mastercard (2% surcharge), American Express 3.5% surcharge) or the fee free option of a Bank Transfer.
A 50% deposit is required to confirm a booking. All bookings are to be paid in full 2 weeks prior to your stay.
If you need to cancel your booking you must let us know in writing. Please include booking name, Booking ID, property name & reason for cancelling. Please note that we have a no refund policy however, 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. If the cancelled property is not able to be re-booked for the same dates, the following cancellation fees apply:
1. Cancellation notified 30 days or more prior to arrival - 25% of the total rate
2. Cancellation notified 15-29 days prior to your arrival - 50% of the total rate
3. Cancellation notified 14 days or less prior to arrival - 100% of the total rate
In all instances the booking fees and processing fees are non-refundable.
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.
Variations to an existing 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).
Amendments to Bookings
Amendments made to booking dates will incur a minimum administration fee of $75.
Some of our Accommodation options offer additional bedrooms. In every case there is a charge for use of that bedroom. Rates are set out in the pricing tables for each Accommodation.
We welcome children and family stays, but need to discuss your requirements before allocating the cottage. We have children's DVDs and toys available to make their stay enjoyable and a portable cot is available for a charge of $10.
Damage & Property left in bad condition
Any unusual damage to the properties by guest (or their friends visiting), children and pets will be charged. Additional cleaning costs will be charged at $60 ph if we need to hire an extra housekeeper. Damages - especially those not reported - to linen, crockery, floors, furniture, building, burns from fire or candles will be charged at the rate it costs Candlelight Mountain Retreats management to have the damage repaired. We apologise for needing to add this clause, but 2 bad experiences have ruined our 21 years of generous goodwill.
FOR US YOUR SAFETY IS PARAMOUNT!
Fortunately our beautiful villages of Mount Dandenong were not severely affected by the devastating fires of last summer AND this has been a year of extraordinary rain. Historically the villages of Olinda, Sassafras and Mount Dandenong have seldom been severely affected by bushfires. However, we need to remain vigilant to the possibility that, given extreme weather conditions, we could be exposed to danger.
To secure your safety we have adopted certain measures to ensure you can feel free to plan your stay with us at Candlelight Mountain Retreats.
COMMUNICATION: When you make your booking we have your telephone and mobile numbers and your email address. We shall be constantly monitoring the warning codes issued by the CFA during summer and in the event a threat is predicted that indicates extreme conditions occurring during the days you have chosen to stay, we shall advise you immediately.
PRE PAID BOOKINGS: At the time of booking you will have paid a deposit, or perhaps the entire fee for your stay. In the event you are prevented from staying with us on the days chosen, due to extreme weather conditions, we shall hold your pre-payment as a credit against your visit with us on a future occasion within the next 6 months. You will be supplied with a Coupon for this service.
Should your circumstances be such that you are unable to use your accommodation within the 6 month period, the amount of your pre-payment will be fully refunded (less a $75 cancellation fee to cover expenses).
In the event we are able to offer accommodation within the 6 month period, but you elect not to proceed with the booking, the amount of your deposit only will be retained.