Booking a Privately Owned Holiday House or Apartment is very different from booking a regular hotel room, especially with regard to payments and cancellations. Please DO Read the following conditions carefullly.
BOOKINGS MADE DIRECT WITH MISSION BEACH HOLIDAYS
1. ARRIVAL DATE 45 DAYS OR LESS: If you, the booked guest, are unable to travel and reach your accommodation due to government mandated travel restrictions and or border closures we will issue you a credit (holding the funds in our Trust Account) for the amount of money paid less any fees charged (eg booking fee, credit card fee, cleaning fee etc) for a stay at the same property within 12 months of the foresaid travel restrictions being lifted by the relevant government - (subject to our standard Terms and Conditions, applicable tariffs at time of next booking and availability)
NOTE: We will NOT charge you any Change of Booking Fee.
2. ARRIVAL DATE MORE THAN 45 DAYS: If you cancel your booking 45 days or more prior to your arrival, we will refund your money paid less our Administration Cancellation Fee of $220-00. NOTE: The Booking Fee and Credit Card Fee are not refunded under any conditions.
BOOKINGS MADE VIA 3RD PARTY WEBSITE (EG AIR BNB, HOMEAWAY, STAYZ, VRBO ETC)
Each 3rd Party Website has their own cancellation policies. Please go direct to the appropriate website to arrange your change or cancellation.
OR If you would like us to issue you a credit (holding funds in our Trust Account) for the amount of money paid less any fees charged (eg booking fee, credit card fees, cleaning fees, service fees, 3rd party commissions etc) please email us direct. This credit must be used at the same property within 12 months of the foresaid travel restrictions being lifted by the relevant government - (subject to our standard Terms and Conditions, applicable tariffs at time of next booking and availability)
YOU WILL RECEIVE A REPLY WITHIN 48 HOURS.
ANY REFUNDS WILL BE PROCESSED WITHIN 5 – 10 BUSINESS DAYS.
1.1 You are entering into these Terms and Conditions with the Property Owner.
Mission Beach Holidays acts as an agent for Property owners in promoting Properties for rent and arranging bookings. Each time a Guest books and pays a deposit for a Property through Mission Beach Holidays, the Guest is deemed to have agreed to these Terms & Conditions. Failure to observe these Terms & Conditions or any changes to such Terms & Conditions permits the agent to refuse entry to the premises, amend the charge or immediately terminate the occupancy and no refund will be given.
The parties acknowledge and agree that:
This agreement is for short term accommodation for holiday purposes and the Residential Tenancies and Room Accommodation Act 2008 QLD) does not apply. The laws of Queensland, Australia apply to this agreement and the parties submit exclusively to the courts of that jurisdiction.
1.2 The Owner and Mission Beach Holidays reserve the right to revoke or refuse to honor any holiday accommodation booking, at any time before or during the holiday rental period, which may in their opinion (and at their sole discretion) be unsuitable for the property.
2. PROPERTY USE AND OCCUPANCY LIMITS
2.1 The property is let to you for HOLIDAY / SHORT TERM letting purposes only for the period stated on the letter of confirmation. NO functions, parties, weddings, group gatherings, photo shoots, commercial activities of any kind unless prior arrangements have been made. Permission is at the sole discretion of the agent and the owner and a surcharge will apply.
The name that the booking is made under must stay at the property and they are held responsible for actions for the group and are accountable for each and every individual staying at the property. It is their responsibility to ensure that all occupants understand and agree to these terms and conditions. Neither the whole nor any part of the property shall be sub-let without permission.
2.2 You agree to supply us with the number of all adults and children staying / visiting plus ages of all children. Please note: Guests aged between 12 months and 17 years are classified as children. Under 12 months are classified as infants.
At no time during your occupancy the number of guests staying / visiting shall exceed that number given by you at the time of booking. There are no exceptions. This is an occupational, health and safety issue relating to fire safety, sanitation and hygiene issues. Exceeding this number may invalidate any insurance policy on the Property. If consent for extra people is not given by the agent – immediate eviction will follow with no refund given or at our discretion you may be charged for any additional guest found to have been at the property during your stay at $100 per person per day for the time of the booking. This amount will be deducted from your security bond and you the guest hereby authorise Mission Beach Holidays to do so.
2.3 There are to be NO Caravans, Camper Trailers, Tents parked on or near the property. If this is not abided by immediate eviction will occur with no refund given.
2.4 To abide by the local health regulation, No Pets are permitted on or about the premises. Immediate eviction will follow with no refund given.
2.5 No Schoolies / School Leaver bookings are permitted or bookings for groups under 25 years of age.
3. DEPOSITS AND FINAL PAYMENTS
3.1 To confirm a booking a minimum deposit of 30% or equal to one night’s tariff for bookings of 3 days or less is required per booking
Payments can made by the following methods:
The booking will be confirmed via email on receipt of the deposit.
3.2 Final payment must be received by us, 45 days prior to arrival. The final payment amount will be deducted automatically from the card details that were advised by the guest to the agent’s secured site and the guest hereby authorises the agent to do so, unless other details are provided prior to the 45 days.
If the Final – outstanding balance -is not paid by the 42nd day prior to the booking commencement date, Mission Beach Holidays and the Owner reserve the right to cancel the booking without notice and the guest will forfeit the deposit.
Bookings made 45 days or less prior to arrival require full payment within 48 hours to confirm the booking.
A non refundable booking service fee of $44.00 applies to all bookings.
4. CANCELLATIONS, CHANGES AND ALTERATIONS
4.1 BY GUEST - In the event of a cancelled booking by you prior to 45 days of the arrival date, you will receive a full refund minus $220 cancellation fee. If the booking dates are changed or cancelled within 45 days of the arrival date the full tariff or deposit already paid is non-refundable. This includes changing your booking to another holiday property. Changes, alterations and cancellations must be made in writing by the person who made the Reservation.
If a booking is cancelled within 45 days, a refund is subject to a confirmed rebooking of the premises for the same dates and tariff. If a rebooking of the same premises is made by another party, and the tariff is less than that, the original quoted rate, then the balance is payable by you, plus a $220 fee. If a rebooking by another party does not occur, a refund of all monies will not be made.
Changes and alterations to any booking attracts the same conditions as a cancellation booking.
For bookings made through a third-party website (Eg Stayz, HomeAway, Air BNB, Trip Advisor etc.) the relevant cancellation policy for that website will apply.
If for whatever reason you are not satisfied or choose to depart prior to your departure date, we do not refund rental costs either in full or part thereof. No provision can or will be made for relocation if accommodation is deemed unsatisfactory on arrival other than on the basis that the full rental paid be forfeited and full rental on the new premises is paid prior to occupancy. Guests cannot be relocated. We are careful not to mispresent any rental property.
The booking fee and credit card fees are not refunded under any conditions.
We recommend you take out comprehensive travel insurance to protect against any unforeseen circumstances.
4.2 BY OWNER / AGENT - Your booking is confirmed in good faith. In the unlikely event Mission Beach Holidays is unable for any reason (including the sale of a property, the owner takes off the holiday rental market and force majeure) to provide the Guest with the Property booked by the Guest, Mission Beach Holidays reserves the right to transfer the Guest and their party to an alternative Property of similar type and value, in consultation with the Guest. If the price of the substituted Property is less than the original booking, the difference will be reimbursed to the Guest. If the price of the substituted Property is higher than the original booking, the difference may be charged to the Guest. If, however, after considerable effort by Mission Beach Holidays, no alternative of similar type and value is available and / or no agreement can be reached between the Guest and Mission Beach Holidays, then either Mission Beach Holidays or the Guest may opt to cancel the booking. In that event, Mission Beach Holidays will refund the Guest all monies paid, without further compensation.
5. SECURITY DEPOSIT
A security bond is required for all properties. The amount of the security bond will depend on the property booked:
$500 for properties whose tariff is up to $450 per night
$1000 for properties whose tariff is over $450 per night
$2000 for properties whose tariff is over $600 per night
a. A pre-authorisation on the credit card number supplied at time of booking will be processed on the morning of your arrival. Please note: Access to the property will not be given until pre–authorisation has been approved. If upon inspection of the property following departure there are no outstanding charges this pre-authorisation will then be cancelled.
b. The security bond amount shall be paid into Mission Beach Holidays Trust Account no later than 7 days prior to arrival. Please note: Access to the property will not be given until the security bond amount has been received. If upon inspection of the property following departure there are no outstanding charges this bond amount shall be credited back to your account within 5 working days after departure.
If the property is not left to our satisfaction, Mission Beach Holidays will retain the full security bond amount until all additional costs associated with your stay have been finalised. The Guest gives Mission Beach Holidays authority to recover the additional costs from the bond held. If insufficient funds are available in the bond amount the Guest agrees to accept responsibility for outstanding payments and hereby authorizes the agent to deduct such amounts from credit card held or will deposit required funds into Mission Beach Holidays Trust Account upon request.
6.1 The premises are available from 2.00pm on the day of arrival. An early arrival fee of $50 will be charged if you arrive prior to 2:00pm unless prior arrangement has been made with Agent.
PLEASE NOTE: From 23rd December to 7th January each year, arrival time can be as late as 4pm for all properties. If arriving during these dates please contact Mission Beach Holidays day prior to arrival to confirm your allocated arrival time.
7. DURING YOUR STAY
7.1 This is self-catering accommodation and requires the Guest to supply all provisions and consumables. The Property is set up with a “Starter Kit”-, these are basic toiletries and cleaning supplies to begin your holiday with. All bed and bathroom linen is provided but guests should bring their own beach towels. (Properties with pools provide pool towels).
7.2 Please note: Holidays properties are self contained, they are not serviced properties. Service cleans can be arranged during your stay at an extra charge. A change over supply of linen can also be arranged for you at an extra charge.
7.3 If guest is staying in a property that has offered a choice of the number of bedrooms to be used and paid for - Please Note: If you have used excess bedrooms than what was stated and paid for at time of booking Mission Beach Holidays reserves the right to deduct the excess amount required for the number of bedrooms used during the stay irrespective to the number of nights these bedrooms have been used.
The guest agrees to accept responsibility for the outstanding payments and hereby authorizes the agent to deduct such amounts from the credit card or bond held or will deposit required funds into Mission Beach Holidays Trust account upon request.
7.4 Guests are not permitted to host visitors (person other than guests staying) at the property without prior written consent.
7.5 Wi Fi – some properties offer complimentary Wi Fi for the purpose of email, perusing social media and web browsing. It is not provided for video streaming or downloading movies, TV shows, music or large files. Usage is monitored and excess usage will be charged to the guest.
Should the Wi Fi not be available due to technical or service issues NO compensation will be given.
7.6 No tents or caravans are allowed on or around the property. Guests must comply with parking regulations and show consideration to neighbours and other vehicles. Guests are not permitted to erect swimming pools, inflatable play equipment etc. Breaching these terms will result in eviction and forfeiture of security bond.
7.7 No person on the premises shall be guilty of conduct that is a nuisance to adjoining or neighboring occupiers. In home units, strata title by-laws and regulations must be observed. The Guest is responsible for the behaviour of the guests staying at the Property, as well as visitors to the Property during the Rental Period. Should any guest(s) or visitor(s) not behave in a suitable manner, Mission Beach Holidays may, in their absolute discretion, require the Guest, their party and/or visitor(s) to leave the premises and/or vacate the Property immediately, without compensation or refund given.
All properties are located in a residential area and are not to be treated as “PARTY HOMES”. Noise restrictions apply and any reports due to disruptions will be shut down immediately. The noise curfew is 10:00pm to 8:00am and no excessive noise at any other time. Evidence of parties / use as a party venue the bond will be forfeited in full. Extra charges may apply.
A $150 deduction will be charged in regards to after hours call outs due to noise or misuse of the property. If Mission Beach Holidays representatives have reasonable grounds to believe that the property is being misused, damaged, at risk or guests and visitors are in breach of the Terms and Conditions, the representative has the right to inspect the property and vacate the guests and visitors and retain the security deposit and tariffs paid.
In the interests of safety, due care should be taken at the Property at all times, especially with children. Suitable supervision should be given around pools, beaches and roads, and when using all Property’s facilities. We advise that you should get travel insurance because we accept no liability for injury, loss or damage.
7.8 The premises are typically someone’s home. Please treat the Property rented accordingly. In cases of excessive or unacceptable loss or damage at any time during the Rental Period, Mission Beach Holidays may require the Guest and their party, including visitors to vacate the Property immediately, without compensation or refund.
Furniture, both indoor and outdoor, must not be moved from its original position to avoid damage. In the case of bookings across multiple properties furniture and inventory items must not be moved between properties. Any damages, excess cleaning costs due to inventory checks will be taken from the security bond.
The premises is a smoke free dwelling. If there is evidence of such including a smoke odour you will be charged a fee of $800.00 to cover the cleaning of curtains, carpets and air-conditioning sterilization.
The premises must be kept clean and tidy and free of litter (including cigarette butts) at all times.
Breakages and losses to the property are to be reported to the agent and paid for immediately. As with all holiday letting, unexpected situations can cause inconvenience (i.e. electrical malfunctions, storms, excessive rain and basic wear and tear). In the event of an appliance break down all reported cases effecting the enjoyment of the property will be dealt with in a diligent and professional manager by the agent. Every reasonable endeavour will be made to repair, replace or hire an alternative. Mission Beach has limited access to tradespersons and your patience is sought should this occur. Claims for compensation for unexpected problems (except at the sole discretion of the agent in critical situations) will not be considered.
If no complaint is reported during the Rental Period, Mission Beach Holidays will assume that the Property was to the Guest’s satisfaction and no complaint will be entertained.
7.9 GARDEN AND POOLS AND MAINTENANCE – Our gardening and pool staff may require access to the gardens and poos area during your saty. We ensure these visits are kept to a minimum but are sometimes unavoidable to ensure the high maintenance of the property. Should maintenance need to enter the property we will endeavour to give you as much notice as possible.
7.10 POOLS AND SPAS - Settings for any pool or spa are automated and any guest who tampers with these settings will lose their bond. In addition please be mindful of Condition 7.10 above and we therefore ask you not to use the pool after 10pm and before 8am as a courtesy to neighbouring properties.
Never allow the water level to drop below the filter box, this could cause irreparable damage (damaged caused will be deducted from your security bond – excess charges may apply).
Never put any bubble bath, detergent, oils or dyes in pools or spas. They stain the surface and clog the filters. The pool / spa will be tested after you leave and any maintenance required will be deducted from your security bond – excess charges may apply.
Glass is strictly prohibited. Broken glass in the pool will require the pool to be drained and cleaned. This will at the guest cost. Funds will be deducted from the security bond. Excess charges may apply.
CHILDREN MUST BE SUPERVISED AT ALL TIMES WHEN IN THE SPA AND POOL.
7.11 Please bring plastic mattress covers for bed wetter’s. If bed wetting occurs guests must pay fee to steam clean mattress and launder all linen. If linen or mattress / bed is damaged with stains guest will be charged for the purchase of replacements. The Guest hereby authorizes the Agent to deduct any costs incurred from the Security Bond held or enter a debit on the Credit Card supplied by the guest at the time of making the booking for such amounts in excess of bond held and the guest hereby authorizes the agent to do so. Or will deposit required funds into Mission Beach Holidays Trust account upon request.
7.12 Please shut and secure all doors and windows whenever you leave the Property. Weather conditions in the tropics can be prone to change, with storms quickly developing which can cause considerable damage to a Property.
Damage, breakages, theft/loss and security is your responsibility during your stay. You must lock all doors and windows when you leave the Property and it must be secured at night. You must notify the Agent immediately of any damages, breakages or theft. Management may deduct from your security deposit the amount required to repair or replace any items (at Management discretion).
You will be responsible for any expense or damage caused at the property as a result of your failure to shut and secure all doors and windows when leaving and vacating the property throughout your stay.
If required the Guest gives Mission Beach Holidays authority to recover the additional costs from the bond held.
If insufficient funds are available in the bond amount the Guest agrees to accept responsibility for outstanding payments and hereby authorizes the agent to deduct such amounts from credit card held or will deposit required funds into Mission Beach Holidays Trust Account upon request.
7.13 The Agent and Owner will not be responsible for any disturbances or inconvenience caused for the purpose of building or council works, or any works instigated by the Body corporate of a unit complex. This is beyond our control and neither the agent nor the owner can be held accountable for what another owner does in their property.
7.14 If the guest requires after hours assistance (this is between 5:30pm and 8:00am) due to misplaced or loss of keys to gain access to the property a call out fee of $88 (plus tradesmen charges if called) will be deducted from the Bond held or charged to the credit card details that were advised by the guest to the agent’s secured site and the guest hereby authorizes the agent to do so.
7.15 Office hours are from 8:30am to 5:30pm Monday to Saturday. Outside these times for emergency assistance please phone the office number 4088 6699 and leave a message if asked. Phone is checked regularly for messages.
8.1 The premises are to be vacated by 10.00am on the day of departure a late departure fee of $50 per half hour will be charged if property has not been vacated by 10:00am, unless prior arrangement has been made with the Agent. Please note: As the cleaners are on a tight schedule they will have to enter the property to commence cleaning no later than 10-15am.
PLEASE NOTE: From 23rd December to 7th January each year, departure time can be as early as 9am for all properties. If departing during these dates please contact Mission Beach Holidays day prior to your departure to confirm your allocated departure time.
On departure the property must be left in a similar state to its condition on arrival. In particular:
Bins must be put out the night before the local collection and upon your departure. Recycling bins are collected every 2nd week. (please refer to the calendar either on the fridge or with the compendium). We ask that you only ½ fill the recycling bin, leaving the other half for the next guest on this fortnightly collection.
In the event that damage or excess cleaning / rubbish removal is required or repair damage to or reinstate the property the agent without reference to the guest will deduct fee incurred from Bond held or enter a debit on the Credit Card supplied by the guest at the time of making the booking for such amounts in excess of bond held and the guest hereby authorizes the agent to do so. If a deduction is to be made due to any of the above an administration fee of between $50 and $100 will also be charged to cover arranging for replacement or repair for each item / issue. Breakages and losses to the property are to be reported to the agent and paid for immediately.
9. The booking is made in good faith by the agent. However the agent is not responsible for actions or changes made by the owner or a third party which may impact on the booking and over which the agent has no control.
10. Further, the agent takes no responsibility for description of the property advertised on the web, brochures or any other written material, or verbal information given by the agent or the agent’s staff or associates. We are careful not to misrepresent any rental property.
As in a block of units each unit is owned individually and therefore set up with different things, so please ask if there are specific items that you require.
11. Tariffs are current as per the tariff sheet, brochure and website, and are subject to change without notice. No responsibility is accepted for errors and omissions contained on any website, holiday accommodation brochure or tariff sheet.
12. The Agent or Owner do not cover your personal belongings under their insurance policy and therefore take no responsibility for any loss or damage of the occupants personal property left on the premises. We strongly recommend you purchase travel insurance.
13. In the event of the property being offered for sale, the occupier agrees to allow the owner or their agent to inspect the property with prospective purchasers during reasonable hours by appointment.
14. The owner or agent reserves the right to apply an extra bond amount on holiday premises if considered necessary.
15. The owner or agent will not be responsible for alternative accommodation or any other cost when tenants arrive after hours.
16. Rates are subject to change without notice. Once the Guest’s booking is confirmed, the price of the Guest’s reservation is fully guaranteed, even if the price increases after the Guest’s booking has been confirmed or if any special promotion is offered it does not change the price for existing bookings.