GENERAL:

Our cleaners are working to ‘Covid-19 House Keeping Guidelines’ which are based on publicly available information. We make no representations or warranties of any kind, expressed or implied, about the completeness, accuracy, reliability, suitability, or availability with respect to guidelines. Any reliance placed on such information is therefore strictly at own risk.

At Queenscliff & Coastal Holidays, our aim is to make your stay a happy one, therefore, please notify us by email immediately if any items in the house need attention; Eg. Light bulbs, Appliances etc.  We will do our best to have a local tradie assist you if required.

No responsibility will be taken by the booking agent for TV’s, wifi and electronics not working and/or poor reception.

A Guest Resource Manual has been left at the property for you and this contains useful information regarding housekeeping matters and tourist information and bin collection days.

Each property should have a spare gas bottle for the bbq, if you run out of gas please check for the spare gas bottle before contacting our office.  If you run out of gas in both bottles please advise our office.  If you wish to refill the gas bottle yourselves please forward a receipt and we will reimburse you.

IN ADDITION TO BIN NIGHT, PLEASE ALSO PUT YOUR BINS OUT THE NIGHT BEFORE YOUR DEPARTURE

PAYMENT:

A deposit of 50% of the total tariff including a non-refundable Booking Fee of $100.00 is required to confirm your booking. The balance payable no later than twenty one days prior to your arrival date. You will be notified by email for all payments. Payments are to be made via credit card or EFT.

We accept Visa and MasterCard only. Deposits are not transferable.

A payment processing fee applies to credit card payments.  The rate is 1.5% (including GST) of the payment amount for Visa and MasterCard.

Online credit card payments may not be successful if using a mobile device, if you incur problems please endeavour to log into our website rather than the phone app or find a desktop – if using a desktop try changing your browser. Your mobile device may use the Genkan App which is a scaled down version our full website. Payments can also be made via eft or call our office and we can take your credit card payment over the phone.

AMENITIES: 
Whilst some holiday accommodation properties have small quantities of washing powder, detergents, soap and toilet paper, it is expected that you will need to bring extras of these supplies depending upon your length of stay. As a general rule Pantry Items are not Provided.
EMERGENCY AFTER HOURS CONTACT:
Please email admin@qchb.com.au.  Emails are checked regularly out of hours and if it is an urgent matter someone will respond shortly otherwise it will be the next business day. Or call 5258 3763 – the phone is monitored so leave a message and someone will respond quickly if urgent otherwise you will be contacted on the next business day.
LINEN:
Unless you have hired linen or the property has linen provided, you will be required to BYO linen. This includes sheets, doona covers (doona’s and pillows are provided), pillowcases, towels, face washers, hand towels, bath mats and tea towels.
Some properties do provide linen and this will be on their property listing on the website and also in your generic emails from QCHB – the properties that include linen include Beach Haven, Doongarra, Ozone Tower, Beachcomber,  Laguna, Belbourie, Clydesville, Sunny Daze, QPO Queenscliff, A Sea Pilots Cottage, Gayle’s at The Point and  Stella on Stevens. In these instances you only need to bring your beach towels.  In all other cases Guests are required to bring their own linen or book linen hire as an extra.

NUMBER OF OCCUPANTS:

Unless otherwise previously agreed with the Agent/Property Owner, all holiday accommodation must only be used for private, residential usage only and to accommodate the number of guests stated on your Booking.  No functions or parties may be conducted at the property under any circumstances.  Exceeding the stated number of guests will result in a termination of your Booking and you being required to vacate the Holiday Accommodation immediately without refund.

PETS:

Pets are not permitted at the property unless prior consent has been obtained by QCHB. Please follow appropriate pet etiquette.

  • Clean up after your pooch – pick up dog poos and tidy up gardens
  • Do not leave your pet unattended indoors for long periods of time
  • Do not allow your pet on furniture
  • BYO doggie bed
  • Be mindful of neighbour disturbance caused by excessive barking
  • Failure to comply to any of the above may result in additional cleaning fees including steam clean / sanitizing clean if necessary

 

MAINTENANCE ISSUES:

Should you encounter a situation whereby a tradesperson is required to attend, we will do the best we can to have the situation rectified. Please bare in mind that during peak seasons in particular, tradesmen response times may be delayed in some cases.

CLEANING & DEPARTURE:

All holiday accommodation bookings are accepted on the basis that all holiday occupants will treat the property with the same respect as their own home in accordance with the “House Rules”.   Any additional cleaning expenses will be debited to your credit card without further notice if the rules are not complied with. Failure to place bins out on bin night and on departure may result in additional charges. All furniture including outdoor is to be positioned in the same location as on arrival at the property

RETURN OF KEYS:
Please return keys to our office at 80 Hesse Street Queenscliff. If the office gates are closed, please leave keys in key collection safe next to the dispenser at the front of the lane way before the gates.  Please email us if you are running a little late – admin@qchb.com.au so we can delay cleaners and staff inspections..

FURNITURE AND BREAKAGES:

Please don’t remove or re-arrange furniture/bedding from one room to another. All breakages and/or losses should to be reported via email to our staff, otherwise we reserve the right to withhold monies from the Security Bond.