Terms & Conditions
TERMS & CONDITIONS OF BOOKING
Eligibility
We accept mature, responsible adults and families who respect neighbours and the property. Where a group consists entirely of adults, a maximum of 8 adults applies, except for multi-generational family groups. Guest numbers must not exceed the property's advertised capacity. At families-only properties, groups must be multi-generational, such as adults travelling with children and/or grandparents.
Booking Agreement
Your booking is with Professional Holiday Homes (PHH), acting on behalf of the owner. PHH and guests must comply with the NSW Short-Term Rental Accommodation Code of Conduct.
Cancellation Policy
Third-party bookings (Airbnb, Stayz, Booking.com, etc.) are subject to the relevant platform's cancellation policy. For direct PHH bookings, cancellations more than 14 days before check-in receive a full refund; cancellations within 14 days or after check-in are non-refundable. No refunds are provided outside the applicable free cancellation period. We strongly recommend comprehensive travel insurance to protect you from the financial impact of cancellation. PHH may cancel a booking due to unforeseen circumstances or errors, in which case a full refund will be provided.
Check-In / Check-Out
Check-in is 3:00 pm and check-out is 10:00 am. Times may be adjusted due to operational requirements without refund or credit. Delays may occasionally occur and availability cannot always be guaranteed precisely at check-in time.
Happiness Guarantee
If, upon arrival on check-in day, you are not satisfied with the property, you may request a transfer to another available PHH property, subject to these conditions:
• Requests must be emailed by 9:00 pm on check-in day, after physically arriving at the property. You must also call PHH on (02) 9194 4411.
• You must explain the reason and provide current photographs of all bedrooms and living areas showing the property's condition.
• The property must have been inspected but not used. Use of bedrooms, bathrooms, kitchen, pool, spa, BBQ or other facilities ends eligibility.
• Transfers are subject to availability and must be for the same dates and guest numbers. Guests pay any increase in price; no refund or credit applies if the alternative costs less.
• The guarantee provides a transfer only, not cancellation or refund, and may be used once per booking. If you decline an available alternative, your original booking remains unchanged.
• Additional cleaning, repair or other costs resulting from guest use may be charged to the guest.
Alternative properties can be viewed on the Professional Holiday Homes website.
Guest Numbers
Each property is equipped for its advertised number of guests. Extra mattresses, tents, caravans or similar are prohibited. All guest numbers must be declared when booking; undeclared guests or visitors may incur additional charges.
Responsible Renter
The renter must be at least 18. Other occupants must be family members, friends, responsible adults or children under their care. Commercial activity requires prior written consent.
Booking Changes
Rates apply to confirmed guest numbers. Guest numbers may be changed up to 48 hours before check-in. Booking dates may be changed while the booking remains within its applicable free cancellation period, or to extend the stay where the property is available. Other date changes are subject to the applicable cancellation policy. No refund or reschedule applies for weather, traffic or natural disasters, including bushfires, unless government restrictions prevent the stay.
Location
Guests are responsible for checking the property's location, features and suitability before booking. Refunds or changes will not be provided because of misunderstanding the location or proximity to amenities.
Issues During Your Stay
Report issues on arrival or when they occur so PHH has a reasonable opportunity to resolve them. Compensation will not be considered where PHH has not first been given that opportunity. Where necessary, PHH may relocate guests to a similar property.
PHH is not responsible for interruptions to utilities, internet or appliances which are outside our reasonable control. Regional internet cannot be guaranteed. Please follow troubleshooting instructions in the guest guidebook before contacting us. Non-urgent issues may be attended to after departure.
Payments
PHH may securely store payment card details for booking payments and additional charges. For non-Airbnb bookings, a 50% deposit is payable at booking and the balance 14 days before check-in. Overdue payments may result in cancellation after notification.
Damage & Additional Charges
Standard cleaning after your stay is included in the cost of your booking. Additional charges apply only where a guest causes damage, or unreasonable additional costs, or leaves the property in a condition requiring excessive cleaning. This may include excessive rubbish or mess, additional laundry, undeclared guests, noise-related costs, or unauthorised early check-in or late check-out. Guests are encouraged to report accidental damage promptly and take time-stamped photographs of any pre-existing damage on arrival. EV charging is permitted only where advertised; unauthorised charging incurs $50 per vehicle per day.
Cleanliness
Properties are professionally cleaned before each stay, with turnover cleaning focused on areas and surfaces ordinarily used by guests, including bedrooms, bathrooms, kitchens, floors and living areas.
Deep cleaning of low-use, concealed or difficult-to-access areas — such as beneath or behind furniture, beds, televisions and appliances — is undertaken periodically as part of scheduled spring/deep cleans and is not performed between every booking. Some dust, cobwebs or minor debris in these areas is therefore normal and, provided the property's general presentation and guest-use areas have been properly cleaned, is not considered a failure of the property's cleaning standard.
Insects, cobwebs and other minor environmental matter may also occur between cleaning and guest arrival, particularly in coastal and regional properties.
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 are permitted only at pet-friendly properties and must not exceed the advertised number. Pets at non-pet-friendly properties may incur additional cleaning charges. Pet waste must be wrapped and disposed of in general waste. Pets are not permitted on beds or furniture.
Guests are responsible for assessing whether a property is suitable and safe for their children and pets. PHH is not liable for injury or illness arising from a guest's failure to do so. Children under five must not sleep on top bunks.
Smoking
Smoking is prohibited inside the property and on decks, verandahs and patios. Guests who smoke must do so sufficiently far from the property to prevent smoke entering.
Noise
Guests must not create unreasonable or disruptive noise and must comply with the NSW Short-Term Rental Accommodation Code of Conduct. Quiet hours are 10:00 pm–8:00 am Monday–Friday and 11:00 pm–9:00 am Saturday–Sunday.
Some properties use privacy-compliant noise monitoring devices. Guests consent to the use of these devices and must not unplug or disable them. PHH may contact guests following excessive noise or a noise complaint.
Parking
Use on-site parking wherever possible. Parking on lawns is prohibited unless advised in the online guest guidebook. When parking on public roads, guests must not obstruct access or cause unreasonable disturbance to neighbours.
Security
Doors and windows must be locked when leaving the property and at check-out. Any inability to secure the property must be reported immediately. Where a key safe is provided, keys should be returned to it when leaving the property.
Lost Property
Guests must arrange and pay for the return of lost items, including providing a prepaid satchel where required. A handling fee may apply. Unclaimed items will be disposed of in accordance with the applicable uncollected goods legislation.
Substitution of Property
If the booked property becomes unavailable due to circumstances such as fire or flood, PHH may provide alternative accommodation of a similar standard or a full refund. If a suitable alternative is offered and declined, no refund will be provided.
Wildlife
Wildlife and insects are common in regional and coastal areas. Although properties are professionally cleaned and maintained, PHH and property owners accept no liability for encounters with animals or insects.
Access
PHH staff and contractors may enter the property when reasonably required for maintenance, safety or compliance. Notice will be provided where practicable.
Liability & Events Beyond Our Control
To the maximum extent permitted by law, PHH, its affiliates and the property owner are not liable for indirect, incidental or consequential loss, injury, distress or property loss, or for loss arising from circumstances outside their reasonable control, including adverse weather, fire, flood, delays, war, terrorism or civil unrest. No refund or credit applies in such circumstances unless required by law.
Nothing in these terms excludes or limits any right, guarantee or remedy that cannot lawfully be excluded or limited.
Video Surveillance
Some properties have external security cameras. Cameras are not permitted inside properties. By booking, guests acknowledge that external areas may be recorded. Footage may be retained for up to 28 days before deletion.
Last Updated: 29 September 2026