Occupancy Licence Agreement – Terms and Conditions
By booking, occupying and using the facilities of
Melbourne Stays, you hereby agree to strictly abide by the following terms
Section 1: Payments (for bookings made on www.melbournestays.com.au)
Payment can be made by:
Credit Card [Visa, Mastercard, American Express (3.5% administration fee)] Bank Transfer (please e-mail us if you would like to pay by direct transfer, not available for bookings that commence within 7 days).
To confirm your booking, we will need the following payments and additional items before your stay:
• Full payment (taken as per stated payment/cancellation policy)
• Full name, residential address, email address, licence and/or passport number & mobile phone details. Guests staying more than 20 nights must also provide a copy of their drivers licence or passport and two additional forms of ID (EFTPOS or credit card, medicare card, student card, proof of age card).
• Acceptance of our Terms & Conditions (your booking
confirmation and/or payment constitutes acceptance of our Terms and Conditions)
Section 2: Confirmation Protocol (for bookings made on www.melbournestays.com.au)
All reservations will only be considered confirmed on the following terms and conditions.
A valid Credit Card and other mandatory guest contact information must be included in the Online Reservation form. The information is protected by SSL encryption to ensure maximum security of guest information. Once completed the Online system will generate an email to the guest advising their reservation request has been successfully sent to the booking coordinator. Guests must ensure they possess this document to ensure their reservation has been received by the property.
The booking coordinator will process payment from the credit card used in the Online Reservation form.
Only after payment has been made will the reservation be
considered confirmed and entered into the Reservation Management system. If the
payment/credit card is declined, we reserve the right to cancel the booking, or
contact the guest to make alternative arrangements.
Section 3: Cancellations
No refunds will be made for any cancellation.
All bookings are subject to the specific cancellation terms stated on your booking confirmation and may vary from the specific cancelation terms listed below.
How to notify
All cancellations must be notified in writing by email to firstname.lastname@example.org, clearly setting out the reason and details of the proposed cancellation.
(a) 14 days prior to arrival
If a cancellation occurs 14 or more days prior to the arrival date set out in the confirmed booking and the reason for the cancellation is accepted by property management, then we will endeavour to replace the booking with an alternate booking for the same dates and booking value. If this occurs, the money paid for the booking can be re-allocated and will be put towards the cost of a future comparable date requested by the guest. However, the re-allocation to a future date will be subject to the discretion of Property Management and also subject to availability and any other appropriate restriction set down by management (ie.holiday periods and any minimum stay requirements etc.). A re-allocation administration fee of $50.00 will apply to all approved re-allocated bookings.
(b) Within 14 days of arrival
All cancellations received within 14 days of arrival will be charged the full amount of the booking (if not already paid) and no re-allocation will be offered. Under the circumstances set out in this clause, the guest accepts that we are entitled to charge the guests credit card for the balance of any unpaid monies remaining in respect of the cancelled booking.
Management reserves the right to terminate any booking at any time without refund or compensation. If the guest is responsible for this cancellation - including, but not limited to, matters where we feel a guest has given false information or may damage the property/business - no refund will be given. If we are responsible for cancelling the booking, due to unforeseen circumstances including but not limited to maintenance issues and damage to the property or its facilities that make it unable to accommodate guests, we will refund the accommodation fee, offer alternative accommodation or reschedule the booking for alternative comparable dates. This rule only applies if the damage to the property was not a result of any action that the guest or associated person/s has taken to damage the property. We reserve the right to inspect the venue during a guest’s stay when we feel required. We reserve the right to reject any stay and seek the guest’s immediate removal from the venue. Failure to vacate the venue when requested may result in legal action and costs against the guest. We reserve the right to refuse occupancy if payment is not made in full and if identification requirements are not met.
No refunds will be given if a guest fails to stay on the dates they have booked (e.g. no shows). If any portion of the rental period is cancelled by the guest after arrival no refund will be given. Appropriate insurances should be obtained to protect against any unforeseen changes or issues.
We provide all guests with detailed information about
their booking and check-in procedure as well as a code to access the
property. This information is sent to
the guest by email and/or text message before their arrival. Guests are
required to print this information and bring it with them to avoid any issues
with their arrival. If a guest fails to
print, and bring with them, the information provided and as a result cannot access
the property, no refund will be given for their stay. If guests do not receive
this information within 8 hours of their stay, they must please email us
urgently so that we can ensure the relevant information is provided to them
before their arrival. Failure to do this may result in issues with their
check-in at the property if we cannot be contacted upon their arrival.
Section 4: Changes to dates (for all bookings, including gift certificates)
Once the rental booking has been confirmed by us, we will
consider amendments received from the guest within 24 hours of the initial
submission, subject to availability. We
will endeavour to accommodate any changes outside of this time but cannot
guarantee this and therefore our cancellation policy applies. Changes cannot be
made at the commencement of your stay and the full cost your occupancy is
required prior to arrival.
Section 5: Contact us
If a guest has any issues regarding their stay, they must
contact us in writing at the email address provided on this website.
Alternatively, a text message can be sent to our Customer Care Department at
Section 6: Arrival/Departure Times
Arrival time is after 2:00 PM. Departure time is before 11:00 AM. Arrival and Departure times are subject to
variations and we reserve the right to vary them at any time. Guests staying past the required departure
time, and arriving prior to the required arrival time, will be charged a
minimum of one-half (1/2) the daily rental rate. If a guest plans to arrive after 5:00 PM,
they accept that we are not liable for any injuries or delays in
maintenance/assistance that may occur as a result of their late arrival. Therefore, no compensation will be considered
for issues encountered in instances of guest arrival at the property after 5:00
Section 7: Lock Boxes
Guests will be given a code for the lock box, along with
detailed instructions on how to open this box when they arrive and close it
again when they depart. Guests must
ensure that they read and understand these instructions as there is a $150
charge if the lock box is damaged and/or code reset.
Section 8: Property Maintenance
All property maintenance and cleaning is either conducted
by us and/or approved licensed contractors. We have a high standard of
maintenance and employ a range of dedicated maintenance personnel that are
available to remedy any unforeseen issues a guest may have during their stay.
Naturally, all property issues and maintenance matters cannot be foreseen or
predicted. Therefore, guests are to
inform us immediately if something has been discovered that needs urgent
attention. If a maintenance issue has occurred, we will attempt to troubleshoot
over the phone with the guest, in order to resolve the matter. If the guest
refuses to assist the consultant with resolving the issue over the phone and a
technician is required to attend to an issue that could have been resolved over
the phone, or the error is caused by the guest, then cost will be incurred by
the guest for the technician to attend. We endeavour to remedy any maintenance
or cleaning issue promptly during a guest’s stay, however we cannot guarantee
the issue will be rectified during their time there as this may be reliant on
outside factors, e.g. available trade’s people. Refunds and discounts will not
be given if the guest fails to contact us about a matter at the time of
awareness. If the issue cannot be
resolved during a guest’s stay an appropriate discount may be applied to their
stay. Our maintenance department can be
contacted by email or text message between the hours of 9am-11pm. Messages received after 11pm will be dealt
with as efficiently as possible after 9am the next morning when the maintenance
department returns to duty. If the guest is not satisfied with the way the
issue has been attended to and decides to vacate the property before the end of
their stay, they must notify us in writing, prior to their departure, of their
intention to vacate. An investigation
must then be undertaken by Yarra Ranges Accommodation to ensure all matters
have been attended to by us and our contractors appropriately. Refunds will only be given if on completion
of this investigation the property has been deemed uninhabitable or unsafe.
Section 9: Guest Amenities
The property will be cleaned prior to guest arrival. The property should also be left clean and tidy upon guest departure, with the exception of linen and towels which will be changed on departure. We do not expect the guest to wash the linen provided to them prior to their departure. Each property is supplied with some cleaning products, cleaning sponges, cloths, broom/dust pan or vacuum cleaner/dust buster to enable the guest to keep the property clean during their stay. Guests may need to replenish these cleaning products during their stay (for their own use). We will supply the guest with an initial amount of soap, shampoo, conditioner, dishwashing liquid and toilet paper. However, if this runs out the guest must purchase their own. No laundry detergent will be supplied. Milk for tea and coffee is not supplied. A washing machine & dryer may not be available, and therefore guests are advised to make prior arrangements if required.
Items that will be available:
Bed linen and blankets (plus sofa bed linen if applicable)
Bath towels, bath mat, hand towel & tea towel
All kitchen utensils (pots, pans, frying pan, tea towels, knives, glasses, cutlery & crockery)
Basic cleaning products (dishwashing detergent, sponges)
Iron & ironing board
Water, electricity and/or gas
Section 10: Upon Your Departure
On departure guests must ensure the property is left clean & tidy. If a dishwasher is provided, please load it and start the cycle, the clean dishes will then be put away by our cleaning staff. If a dishwasher is not provided, please clean and rinse all dishes and leave them on the drying rack to be put away by our cleaning staff. The property needs to be left in a clean and tidy state, however we do not expect guests to vacuum, mop or do any deep surface cleaning or laundry. All trash is to be disposed of in the proper receptacles that are provided at the property (recycling, rubbish, etc).
We proudly use local cleaning contractors to thoroughly
clean, prepare and maintain our properties. After years of managing various properties, appropriate cleaning ratings
have been established to ensure our properties are suitably prepared within a
reasonable time frame and we expect the same care and respect when our tenants
depart the properties. If Yarra Ranges
Property Services determines that the property has not been left in a
reasonable state and thus this cleaning time is exceeded, further charges will
apply for the extra cleaning costs. Common situations that result in additional
charges being applied include leaving dirty dishes out or not cleaned properly,
dirty muddy shoes worn inside, children’s hand prints on multiple surfaces,
grease spatters on stovetop, splashback & counters, spillages and/or burnt
on food left in the oven, large spills inside the fridge or on the countertop
and down the front of cupboards in drawers etc, furniture being moved, excessive scuff marks on floors and
surfaces, wax spillage, damaged items and a general neglect or care toward the
facilities. Extra cleaning charges will be billed at $50 per 30min block. It is the guests responsibility to leave the
property clean & tidy.
Section 11: Occupancy
The rental price provided is for 1 to 2 people (unless
stated otherwise). Each additional
person incurs an additional charge. The
additional charge can be given on request. We also require photo ID and current address details of at least one
individual that is staying at the property. If a guest arrives with more individuals than notified, no one will then
be permitted to enter the property, and no refunds will be issued.
Section 12: Additional bedrooms & bedding (for sofa beds)
Our prices are based on a couple (2 adults) sharing the
same bed. During occupancy when only 2
adults are staying at the property, the additional bedroom and bathroom will be
locked and unavailable for use. Additional bedrooms and bathrooms can be unlocked
or linen provided for the sofa bed for the additional person charge per night.
Section 13: Breakages, Theft & Relocation of furniture
Upon arrival, guests must notify property management of any damage to the property or its contents as well as report any items that may be missing from the property. Failure to do so may result in costs being sought from you for damage repair or replacement of items. All breakages, damages, or missing items must be paid for, plus time & effort involved to cover replacement or repair costs.
If the guest has moved any furniture during their stay,
they must return it to its original position (the position it was in when they
arrived) prior to their departure. If
any furniture is damaged as a result of it being moved from its original
position in the house the guest will be charged for repair/replacement. If our cleaning staff has to move furniture
back to its original position after a guest’s stay there will be a $100 charge.
Section 14: Smoking
All properties are non-smoking. Where applicable, ash trays are provided outside.
Smoking indoors will attract a $300 fee. It is unlawful to smoke in a non-smoking
premises and legal charges may apply.
Section 15: Candles
Candles are not to be used at the property at any time. This is due to fire risk and we consider
dripping of wax from candles onto any surface as destruction of property. Additional fees will apply for candle wax
dripped onto any surface. This fee is a
minimum of $100 for basic cleaning and removal of wax, however, the fee could
be significantly greater if furnishings (including carpet) need to be replaced
due to wax damage.
Section 16: Parking & vehicle facilities
Off street parking is available at most properties for 1
vehicle. Guests are required to confirm whether they require parking or not
prior to arriving for their rental booking. We are not responsible for any damage or theft of vehicles parked on or
near our property. Parking is at your
own risk. Please be respectful of other guests - If a guest has more than 1
vehicle, the additional vehicle/s will need to be parked in the surrounding
streets. Do not park vehicles in any
spot other than that which is allocated and labelled for the property you are
Section 17: Goods kept at property
We are not liable under any circumstances for loss, theft
or damage to a guest’s property/belongings, or personal injury. We advise the purchase of appropriate
insurance to cover all unforeseen circumstances such as injury and/or
loss/damage to your personal belongings.
Section 18: Goods left at the property
If items are left at the property upon a guests
departure, they must organise with us an appropriate date and time to either
attend the property to collect the items or arrange (at their cost) a courier
service to collect the items from the property on their behalf and deliver them
to the guest. We are unable to arrange our staff and contractors to collect the
items from the property and post them back to the guest. If items are not
claimed immediately they will be given to a local charity or disposed of.
Section 19: Electric Blankets
Electric blankets are provided at some of our properties
for the comfort of our guests during the cold winter months. You must ensure an electric blanket is not
left on while the property is unattended or whilst sleeping.
Section 20: Marketing
Specials, Offers & Discounts:
From time to time we offer discounts and specials that
are published either on our websites or through our various other rental
advertising mediums. All special offers/prices/discounts are subject to availability
and are not available on all dates and black-out dates do apply. Special offers/prices/discounts are only
available for bookings made on the website on which they are stated. Special offers/prices/discounts must be
applied to the booking at the time of making the booking and discounts will not
be given to bookings that have already been made/confirmed. All offers are
subject to our terms and conditions and the requirements as specified. If you
wish, or do not wish, to receive these offers please contact us via email.
Section 21: Security Deposit & Payment of Additional Charges
The credit card used to make your booking will be debited
in the event that there are outstanding charges, cleaning fees, damages, or
losses caused to the property during your occupancy. You are liable for any outstanding charges
and/or the repair or replacement value of damage or losses to the property
regardless of the amount. You are also
liable for any time and effort involved in replacing any item that has been
damaged or lost/stolen. The registered
individual or signatory is responsible for all other individual/s that he/she
allows into the property and will be liable for damages caused by themselves or
any other invited person/s, regardless of whether the registered individual is
present or not at the time the damage occurs. Additional fees will automatically be charged to the credit card you
provided for your booking. If we are
unable to charge the credit card provided, you will be issued with an invoice
that must be paid within 7 days. Please
note that our parent company is a registered member of Veda and any non-payment
will result in a default listing issued against your name. This will affect
your credit rating.
Section 22: Booking.com
All bookings made on Booking.com are immediately subject
to our cancellation policy (regardless of if payment has been taken). If payment is unable to be taken at the time
of booking due to incorrect credit card information or insufficient funds, we
will contact you and you will have a specified amount of time to provide full
payment. During this time, your booking
dates may not be reserved and may be available to be booked by other parties.
If payment is not received within this time period, your dates will not be
reserved and you will be issued with an invoice for the appropriate amount as
per our cancellation policy. Please note
there is a 3% surcharge on payments made with American Express card.
Section 23: Bookings made through third party online travel agencies
Guests are required to provide us with full contact
details (full name, email address, residential address, mobile phone number,
drivers licence number, passport number, etc) prior to arrival. Guests will not
be permitted to occupy the property until this information is provided. If a booking made through an online travel
agency (e.g. booking.com, Expedia, Wotif, Hotels.com, Agoda, Air BNB, HomeAway,
etc) has been approved by management for a refund/discount/booking alteration,
the applicable amount will be based solely on the NETT payment value for that
booking. All bookings are subject to the terms and conditions stated on this
Section 24: Acknowledgments & Complaints
Upon confirming your rental with us you acknowledge and confirm to abide by the associated terms and conditions specified.
All complaints are required to be lodged in writing via e-mail, in order for us to initially review the matter. Formal complaints must then be submitted via the YRA Complaint form (Feedback & Complaints) located on the “Contact Us” page at www.yarrarangesaccommodation.com.au. All formal complaints received will be investigated promptly and a response given in writing either via e-mail or mail once the matter has been fully reviewed and determined.
Please note formal complaints will not proceed if another intermediary is also reviewing the matter, or you have submitted the matter to any other entity.
If you are not satisfied with the outcome of the formal complaint you can contact Consumer Affairs for further information.
You acknowledge that legal costs may be sought from you if legal counsel is retained by us to handle your matter. Generally, this will occur if you refuse to lodge a formal complaint with YRA, and/or seek to proceed with matters via another forum, therefore not giving us the reasonable opportunity to investigate and review your matter.
False or defamatory complaints made by individuals to
outside organisations are considered very serious and will immediately be
forwarded to our legals for further action.
Section 25: Eviction of guests from premises
We reserve the right to reject access or remove any
guests/occupants from the premises where we have determined they may cause
risk, harm or nuisance to other guests, staff, venue facilities and the business.
Failure to vacate the premises when requested will be considered trespassing
and immediate and appropriate action will result. This may include contacting
relevant authorities to have you removed and/or escorted from the venue. If you
are not present at the premises when this request has been made, your
belongings will be removed and relocated to a storage facility at your cost. No
refund will be provided, and any costs and damages incurred as a result will be
sought from you.
Section 26: Use of Accommodation Services
You consent to Sleepovers Australia/NZ, or authorised
agents thereof, using personal information on Guestchek.com in relation to your
use of accommodation services.
Section 27: Pet Surcharge
The pet surcharge covers additional standard commercial
pet cleaning – i.e. extra vacuuming with animal fittings, de-odourising and
minor fumigation. The pet surcharge does not include cleaning of animal faeces,
urine, vomit, blood, excessive mud/dirt, or excessive shedding of hair. These
items will be charged at an additional $50 per 30 minute block to clean. Any
damage to the property will also attract an additional cost. All pet owners
take full responsibility and liability for any harm or damage caused by their
pets when entering the premises.
The privacy of personal information is always important
to us. We are committed to respecting our guests right to privacy and
protecting their personal information. All information gathered shall only be used for the purpose of a guest’s
rental with us (including payment, provision of booking & check-in
information, verification of identification, Guestchek, agreement to our terms
whether over the phone, website, e-mail or fax transmission. Although we uphold the highest form of
security protocol, unfortunately, we cannot guarantee 100% security in online
Section 29: Amendments
We reserve the right to change these Terms and Conditions
at any time, and without notice. We are
privately owned, and the management reserves the right to refuse service to
Section 30: Liability and Indemnity
By booking, occupying and using the venue facilities you hereby indemnify us against any and all loss, damages, claims, liability, expenses, payments or outgoings incurred by or awarded against us arising directly or indirectly from any breach of this agreement or consequence arising from the use of our services and facilities.