Terms & Conditions

Terms & Conditions of Booking

Eligibility

We accept mature, responsible adults or families who respect neighbours and the property. Maximum of 8 adults where the group is entirely adults (multi-generational family groups excepted). Guest numbers must not exceed those stated on the website listing. At families-only properties, the group must be multi-generational (adults/children/grandparents).

Booking Agreement

Your booking is with Professional Holiday Homes (PHH), acting on behalf of the owner. Guests are granted a licence to occupy the property for the booking term — this is not a Residential Tenancy Agreement under tenancy legislation. PHH and all guests must comply with the NSW Short-Term Rental Code of Conduct: https://www.nsw.gov.au/housing-and-construction/property-professionals/code-of-conduct-for-short-term-rental-accommodation-industry

Cancellation Policy

For third-party bookings (Airbnb, Stayz, Booking.com, etc.), the third party’s policy applies without exception. For PHH website or phone bookings: cancellations more than 14 days before check-in receive a full refund; cancellations within 14 days of check-in receive no refund. No refunds apply after check-in. Refunds are not issued outside the free cancellation period, regardless of platform. We strongly recommend guests obtain comprehensive travel insurance to protect against financial loss. PHH reserves the right to cancel bookings due to unforeseen circumstances or errors; in such cases a full refund will be provided.

Check-In / Check-Out

Check-in: 3:00 pm, Check-out: 10:00 am. Times may be adjusted slightly at our discretion due to operational needs, without refund or credit. Delays may occur and availability cannot always be guaranteed at check-in time.

Guest Numbers

Each property is equipped for a specific number of guests. No extra mattresses, tents, caravans, or excess vehicles are permitted. All guests must be declared at booking; undeclared guests or visitors may incur charges.

Responsible Renter

The renter must be 18+. All other occupants must be family members, friends, or responsible adults, or children under their care. No commercial activity is allowed without prior written consent.

Booking Changes

The tariff applies to the guest numbers confirmed in writing. Change requests must be submitted at least 48 hours before arrival. Deposits reserve specific dates and properties; changes to either count as cancellations under this policy. No refunds or reschedules will be made for weather, traffic, or natural disasters (including bushfires), unless government restrictions prevent your stay.

Location

Guests are responsible for checking property details and location before booking. Refunds or changes will not be offered for misunderstanding of location or proximity to amenities.

Issues During Stay

Report any issue on the day of arrival or when it occurs so we can attempt to resolve it. Compensation will not be offered unless we’ve had the opportunity to resolve the issue. We may, at our discretion, relocate guests to an alternative property of a similar standard if necessary to resolve an issue. We are not liable for interruptions to utilities, internet, or appliances outside our reasonable control. Internet in regional areas is not guaranteed. 

Follow troubleshooting steps in the guest guidebook before contacting us. Non-urgent issues will be attended to after your stay.

Payments

We may securely store your credit card for payments or additional charges. For non-Airbnb bookings: 50% deposit at booking, balance 14 days before check-in. Overdue payments may result in cancellation under the same terms as the relevant booking site. We will notify you before any cancellation.

Damage

Guests are financially responsible for any loss or damage during their stay. To avoid incorrect charges, take time-stamped photos of any pre-existing damage at arrival. Report any new damage immediately.

Extra Fees

We reserve the right to apply additional charges for extra costs incurred due to guest behaviour. This includes, but is not limited to, damage, excessive cleaning or rubbish, additional laundry, undeclared guests, noise complaints or unauthorised check-in or check-out. EV charging is only permitted where advertised; unauthorised charging incurs a fee of $50 per day per vehicle.

Cleanliness

Properties are cleaned before each stay, but minor dust, cobwebs, or insects (especially in regional areas) may be present in inaccessible areas.

Rubbish

Notify us if bins are full on arrival. If your stay includes bin night, please place bins out as instructed in the guest guidebook.

Children & Pets

Pets only at pet-friendly properties. Evidence of pets at non-pet-friendly homes will incur cleaning fees. Pet waste must be wrapped and disposed of in general waste. No pets on beds or furniture. Pet numbers must not exceed those listed. Guests are responsible for assessing safety of property for pets and children; PHH is not liable for injury or illness. Children under 5 years must not sleep on top bunks.

Smoking

No smoking inside or on decks, verandahs, or patios. If smoking, do so away from the property to prevent smoke entering.

Noise

Guests must not make unreasonably disruptive noise under the NSW Code of Conduct. Quiet hours: 10 pm–8 am (Mon–Fri), 11 pm–9 am (Sat–Sun). Some properties use NoiseAware devices to monitor volume levels (privacy-compliant). We may contact guests in the event of a noise complaint.

Parking

Use on-site parking where possible. No parking on lawns. When parking on public roads, ensure no obstruction or disturbance to neighbours.

Security

Lock doors and windows when away or at check-out. Report any inability to secure the property immediately. If a key safe is provided, store keys in it when not at the property.

Criminal Activity

Any criminal use of the property is strictly prohibited and may lead to fines or prosecution.

Lost Property

Guests must arrange return of lost items by providing a prepaid satchel. A handling fee may apply. Unclaimed items after 30 days will be disposed of.

Substitution of Property

If a booked property becomes unavailable (e.g., fire, flood), PHH may provide alternate accommodation of similar standard or a full refund. If a suitable alternative is offered and declined, no refund will be provided.

Wildlife

While our properties are professionally cleaned and maintained, wildlife is common in regional and coastal areas. PHH and owners accept no liability for encounters with animals or insects.

Access

PHH staff and contractors may enter the property when required for maintenance, safety, or compliance reasons. Notice will be provided where possible.

Limited Liability

To the maximum extent permitted by law, PHH and its affiliates are not liable for indirect, incidental, or consequential damages, including injury, distress, or property loss, even if advised of the possibility.

Indemnity

PHH and the owner are not liable for personal injury or loss due to events beyond our control, including adverse weather, fire, flood, delays, war, terrorism, or civil unrest. No refund or credit applies in such cases.

Video Surveillance

Some properties have external cameras. No cameras are permitted in interior areas. By booking, guests consent to external video recording. Footage may be stored for up to 28 days before deletion.

Last Updated: 23 October 2025