Terms And Conditions
Terms & Conditions – Rental Occupancy
Section 1: Rental Payments
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 cash or 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:
• Payment (taken as per payment/cancellation policy)
• Full name, address, email address & mobile phone details of guest making the booking
• Acceptance of our Terms & Conditions
Section 2: Confirmation Protocol
All reservations are subject to a deposit of 10% of the total price after reservation is made and the remaining amount in the 14 days before arrival, unless an alternative arrangement has been made, and accepted, with Cottages Monreale.
All reservations will only be considered confirmed on the following terms and conditions.
A valid Credit Card (Visa and Mastercard only) and other mandatory 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 Cottages Monreale. Cottages Monreale will then process payment from the credit card used in the Online Reservation. Only after payment has been made will the reservation be considered confirmed and entered into the Cottages Monreale Reservation Management system. If the credit card is declined, Cottages Monreale reserves the right to cancel the booking, or contact the guest to make alternative arrangements.
You will need to provide the following when making a reservation via phone or in person:
Name, Number of persons, Date of arrival and departure, Residential address, Email address, Mobile phone number, Estimated time of arrival, Credit card details. Cottages Monreale will process payment from the credit card provided (if that is the preferred payment method) and enter the booking into the Cottages Monreale Reservation Management system. Upon completion of the above process, a confirmation email listing all of your booking details will be sent to your email address stating your booking is confirmed.
Section 3: Cancellations
(a) How to notify
All cancellations at Cottages Monreale must be notified in writing by email to firstname.lastname@example.org, clearly setting out the reason and details of the proposed cancellation. Phone cancellations must be followed up with a written confirmation to be considered a valid notification. No refunds will be made for any cancellation.
(b) 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 Monreale’s management, then the money paid for the booking can be re-allocated and will be put towards the cost of a future date requested by the guest.
However the re-allocation to a future date will be subject to the discretion of Monreale’s 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.
(c) 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). Under the circumstances set out in this clause, the guest accepts that Cottages Monreale is 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 during their stay- no refund will be given. If we are responsible for cancelling your 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 your accommodation fee, offer you alternative accommodation or reschedule your booking for alternative comparable dates. This only applies if the damage to the property was not a result of any action that you or associated person/s has taken to damage the property. We reserve the right to inspect the venue during your stay when we feel required. We reserve the right to reject your stay and seek your immediate removal from the venue. Failure to vacate the venue when requested may result in legal action and costs against you. We reserve the right to refuse your occupancy if the payment is not made in full and if identification requirements are not met.
No refunds will be given if you fail to stay on the dates you 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 you against any unforeseen changes or issues.
Section 4: Changes to dates (for all bookings, including gift certificates)
Once your rental booking has been confirmed by us, we will consider amendments received from you 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 you have any issues regarding your stay, you must contact us in writing at the email address provided on this website.
Section 6: Arrival/Departure Times
Standard arrival time is between 3:00-8:00 PM. Standard departure time is 11:30 AM. Arrival and Departure times are subject to variations and we reserve the right to vary them at any time. Staying past the stated departure time, and arriving prior to the stated arrival time, will be charged a minimum of one-half (1/2) the daily rental rate. Guests must attend hotel reception upon arrival to obtain keys and welcome information from our on-site host. We must be notified prior to your check-in date if you will be arriving after 8:00PM so alternate arrangements for your arrival can be made.
Section 7: 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 you may have during your stay. Naturally, all property issues and maintenance matters cannot be foreseen or predicted. Therefore, you are to inform us immediately if something has been discovered that needs urgent attention. If a maintenance issue has occurred, we have a contracted maintenance company that will attend the property as efficiently as possible. We endeavour to remedy any maintenance or cleaning issue promptly during your stay, however we cannot guarantee the issue will be rectified during your time there as this may be reliant on outside factors, e.g. available trade’s people. Refunds and discounts will not be given if you fail to contact us about a matter at the time of awareness. If the issue cannot be resolved during your stay an appropriate discount may be applied to your 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 you or are not satisfied with the way the issue has been attended to and decide to vacate the property before the end of your stay, you must notify us in writing, prior to your departure, of your intention to vacate. An investigation must then be undertaken by Sleepovers Pty Ltd 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 8: Guest Amenities
The property will be cleaned prior to your arrival. The property should also be left clean and tidy upon your departure, with the exception of linen and towels which will be changed when you depart. We do not expect you to wash the linen provided to you prior to your departure. Each property is supplied with some cleaning products, cleaning sponges, cloths, broom/dust pan or vacuum cleaner/dust buster to enable you to keep the place clean during your stay. You may need to replenish these cleaning products during your stay (for your own use). We will supply you with an initial amount of soap, shampoo, conditioner, dishwashing liquid and toilet paper. However if this runs out you must purchase your own. No laundry detergent will be supplied. A washing machine & dryer may not be available to you, and therefore you are advised to make prior arrangements if required.
Items that will be available for you upon your occupancy:
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 9: Upon Your Departure
On your departure you 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 you 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 your responsibility to leave the property clean & tidy.
Section 10: Occupancy
The rental price provided to you is for 1 to 2 guests (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 you arrive with more individuals than notified, no one will then be permitted to enter the property, and no refunds will be issued.
Section 11: 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 12: 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 13: Smoking
All properties are non-smoking. Where applicable, ash trays are provided outside.
Smoking inside will attract a $150 cleaning & deodorising fee – non-negotiable.
Section 14: 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 15: Parking & vehicle facilities
Off street parking is available at most properties for 1 vehicle. You are required to confirm whether you require parking or not prior to arriving for your 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 you have more than 1 vehicle you will have to park the additional vehicle/s in the surrounding streets. Do not park your vehicle in any spot other than that which is allocated and labelled for your particular cottage.
Section 16: Goods kept at property
We are not liable under any circumstances for loss, theft or damage to your property/belongings, or personal injury. We advise you purchase appropriate insurance to cover all unforeseen circumstances such as injury and/or loss/damage to your personal belongings.
Section 17: Goods left at the property
If items are left at the property upon your departure, you must organise with us an appropriate date and time to either attend the property to collect the items or arrange (at your cost) a courier service to collect the items from the property on your behalf and deliver them to you. We are unable to arrange our staff and contractors to collect the items from the property and post them back to you. If items are not claimed immediately they will be given to a local charity or disposed of.
Section 18: Provision of Firewood
We provide an appropriate pre-determined amount of firewood for our guests use during their stay. However, due to occasional firewood shortages, environmental restrictions and weather conditions if you would like additional firewood during your stay a fee will apply. The fireplaces/wood-heaters in each cottage are not a source of heat for the property, nor any part of your accommodation payment.
Section 19: Severe weather – Dandenong Ranges Properties
From time to time the Dandenong Ranges are subject to severe weather. This weather can result in power failure, loss of television reception, and damage to the premises (dwelling or surrounding property). We will not accept responsibility for any severe weather that causes power outage, interruption in television reception or damage to the property or its inhabitants and no refunds or discounts will be given if this occurs.
The Dandenong Ranges are subject to high fire danger at particular times in the year. Each person/s must obey the strict rules that apply to Total Fire Ban days. These rules, and other sources of valuable information that can help during a Total Fire Ban day, can be found at www.cfa.vic.gov.au. If a guest decides to evacuate the premises on a Total Fire Ban day, they have the option to reschedule their booking for an alternate day. Rescheduled bookings are only available for a Monday-Thursday night stay, regardless of the original day of week booked and are subject to availability. Please note that a $50 rescheduling fee applies. The guest must contact us in writing, to notify us of their plans to vacate and we must confirm receipt of this communication before any rescheduling will be allowed. Guests are to leave prior to 8 am of the Total Fire Ban day and must not return to the property before 8 am the following morning.
Section 20: Electric Blankets
Electric blankets are provided at most 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 21: Wildlife
Each time the property is cleaned, all spiders, flies, millipedes and other insects are removed and the property is sprayed with a long acting surface spray. This surface spray is designed to prevent cobwebs and kill insects when they come into contact with it. It is impossible for us to prevent spiders, flies, millipedes and other insects from entering the property between the time it is cleaned and your arrival. Possums may also find their way into the roof or wall and they are also known to jump from trees onto the roof making a very loud noise. Possums also have a very loud territorial call that may be frightening to some guests. We will not ask our cleaning or maintenance contractors to attend the property to remove dead, or alive, spiders, flies, millipedes and other insects, mammals or marsupials during your stay and no refund or exchange will be given.
Section 22: Marketing
Specials, Offers & Discounts:
From time to time we offer discounts and specials that are published either on our websites or through our other various other rental advertising mediums. All special offers/prices are subject to availability and are not available on all dates. Special offers/prices are generally not available on public holidays, public holiday weekends, peak periods and blackout dates, unless specified otherwise. Special offers/prices are not always available for last minute telephone bookings. Special offers/prices are only available for bookings made on the website on which they are stated. 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 23: 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 and you will be notified via email if this has occurred. 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 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: Bookings made through third party companies, online travel agencies, etc
If you have booked and/or paid through a third party company (e.g. booking.com, Expedia, Wotif, Hotels.com, Agoda, Air BNB, Coupon/voucher company, etc.), all matters of dispute and complaints must be made to that company directly. Any remedy (i.e. refund, discounts etc.) being sought, must be directed to that company.
We will only address complaints, refunds etc. with guests who have booked and paid directly with us. Any refund/discount/booking alteration, if approved by us, will be based solely on the NETT payment value for that booking.
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 28: 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 anyone.