Terms And Conditions

Terms & Conditions – Rental Occupancy

As part of your lease to occupy agreement, you must agree to the terms and conditions outlined below.

Please read the following Terms & Conditions carefully:


Section 1:  Rental Payments
Payment can be made by:

·         Credit Card (Visa and Mastercard) 

To confirm your booking, we will need the following payments and additional items before your stay:

·         Full payment (taken at time of booking)

·         Full name, address, email address & mobile phone details of guest making the booking

·         Acceptance of our Terms & Conditions (acceptance confirmed by making full payment for your booking)

 

Section 2:  Rental Confirmation Protocol
Upon making your rental booking, with the balance paid in full, your confirmation and check-in details will be emailed to you within 3 days.  This will be the record and confirmation of your rental booking.  If the confirmation is not received by you within 3 days of processing, please contact us by email.  If you do not receive a confirmation – you do not have a rental booking.  You are required to print out your confirmation and bring it with you when you arrive to the property.  If you do not have this confirmation, you will not be permitted to occupy the premises.  Full payment must be made before any booking is confirmed.  We do not take partial payments, deposits or hold tentative bookings.

Section 3:  Cancellations
Where a cancellation is made 3 months or more prior to the commencement date of the rental booking we will refund 75% of your fee.
Where a cancellation is made less than 3 months, but more than 1 month, prior to the commencement date of the rental booking we will endeavour to arrange an alternative rental booking.  If we are able to arrange an alternative rental booking for the same period and for the same rental price, a refund will be provided in the amount of 50% of your accommodation fee.  If we are unsuccessful at receiving an alternative rental booking your payment is non-refundable.
If you cancel your rental booking within a month prior to the commencement of your stay your payment is non-refundable.

Cancellation requests must be received in writing to bookings@steindorfcottages.com.au.
 
We reserve the right to cancel your rental booking at any time.  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.  There may be an administration charge, determined on the time required to process the refund and any bank charges incurred, applied to the refund.  In the case of damage to the property during your stay, which results in the property being uninhabitable for the remainder of your occupancy, we will refund the balance for the nights that were not used.  This rule 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.

No refunds will be given if you fail to stay on the dates you have booked (e.g. no shows).  No refunds will be given for rental bookings made on our website where the party has not completed all required fields on the booking form or has supplied false information.

 

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 you by email before your stay. You are required to print this information out and bring it with you to avoid any issues with your arrival.  If you fail to print out, and bring with you, the information provided and as a result cannot access the property, no refund will be given for your stay. If you do not receive this information within 48 hours of your stay, please email us urgently so that we can ensure it is provided to you before your arrival. Failure to do this may result in issues with your check-in at the property if we cannot be contacted upon your arrival.  Guests at the City Point Suite must show this information to the concierge upon arrival in order to collect the keys and remotes needed for your stay.

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.  We reserve the right to refuse your occupancy if the payment is not made in full and if identification requirements are not met.

If any portion of the rental period is cancelled after arrival, we are not able to refund any monies.  Appropriate insurances should be obtained to protect you against any unforeseen changes or issues.

Section 5:  Referral Information & Additional Fees
We advertise on many different accommodation websites and greatly appreciate our guests letting us know how they found us. You are required to advise us which website you found us on.  If you were referred to us by the Stayz, Take-a-break or Rent-a-home websites, you must choose the Stayz/Take-a-break/Rent-a-home referral additional charge in the extras list on the booking form. This fee will be added to your accommodation charges. If you do not advise us of which website you found us on, and we find an enquiry from you was placed through the Stayz, Take-a-break or Rent-a-home websites, the additional charge will be added to the cost of your accommodation.

 

Section 6:  Contact us
If you have any issues regarding your stay, you must contact us via TXT message or e-mail only.  Voice calls are forwarded directly to our telephone booking service during regular business hours and to an unmonitored voice mail after hours.  The telephone operators will be unable to assist you with anything other than making an accommodation booking.

Section 7:  Arrival/Departure Times

Standard arrival time at all properties is between 2:00-5:00 PM.  Standard departure time is 11:00 AM.  Arrival and Departure times are subject to variations and we reserve the right to vary them at any time.  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.  Arrivals after 5:00PM are not encouraged.  If you fail to arrive by 5:00 PM, you accept that we are not liable for any injuries or delays in maintenance/assistance that may occur as a result of your late arrival.  Therefore, no compensation will be considered for issues encountered in instances of guest arrival at the property after 5pm.

 

If you plan to arrive at the City Point Suite after 9pm or depart before 6am, we must be notified prior to your arrival as alternate arrangements for key collection must be organised with overnight security.

 

Section 8:  Lock Boxes, Keys Fobs and Garage Remote

Guests staying at the Dandenong Ranges properties will be given a code for the lock box, along with detailed instructions on how to open this box when you arrive and close it again when you depart.  Please ensure that you read and understand these instructions as you will be charged $150 if you damage and/or reset the code on the lock box.

 

Guests staying at the City Point Suite will be given keys, a key fob and garage remote by the concierge upon their arrival.  All items must be returned to the concierge upon your departure.  Guests will be charged as follows for replacement of lost items:  $50 for each key, $280 for each key fob, $300 for each garage remote.


Section 9:  Property Maintenance
All property maintenance and cleaning is either conducted by us and/or approved licensed contractors.
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 contract maintenance company that will attend the property as efficiently as possible. We endeavour to remedy any maintenance or cleaning issue promptly during your stay, thus why have contracted a maintenance company, well equipped to deal with just about any issue that arises.  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.

Section 10:  Issues during your occupancy & early departure
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.  You must contact us immediately if there is a problem with the property that requires attention so that we can ensure the issue is resolved.  We will always try to resolve any issue you have, however some things are beyond our control and a refund may be applicable if an unforeseen circumstance has rendered the property uninhabitable.  If you deem the property uninhabitable or are not happy 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 (email or TXT message), prior to your departure, of your intention to vacate.  An investigation must then be undertaken by Otelta 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.

From time to time items may break or get damaged through normal wear and tear.  We will endeavour to repair or replace these items as soon as possible during your occupancy, 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.  You may be provided with some small compensation at our discretion. You are however to notify us immediately thus allowing the opportunity to rectify all matters.  We 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 we return to duty.

Section 11:  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.  Milk for tea and coffee is not 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 12:  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 scarf 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 13:  Occupancy
The rental price provided to you 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 you arrive with more individuals than notified, no one will then be permitted to enter the property, and no refunds will be issued.
If you remain at the premises past your check-out date and time you will be charged at the per day rate of your booking tariff rate processed for 7 days, or as what we deem appropriate. If you have been advised to vacate and you do not, this will be considered trespassing and legal action will occur to have you removed and any costs incurred will be sought from you.

Section 14:  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 15:  Breakages, Theft & Relocation of furniture
All breakages, damages, or missing items must be paid for, plus time & effort involved to cover replacement or repair costs.

 If you move any furniture during your stay, you must return it to its original position (the position it was in when you arrived) prior to your departure.  If any furniture is damaged as a result of you moving it from its original position in the house you will be charged for repair/replacement.  If our cleaning staff has to move furniture back to its original position after your stay there will be $100 charge.


Section 16:  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 17:  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 18:  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.  Secure undercover parking is available for 1 vehicle at the City Point Suite.  Please ensure your parking permit is displayed at all times and that you only park in the designated parking space as fines are given for vehicles parked incorrectly.

Section 19:  BBQ & Outdoor Furniture Rental
There is a gas BBQ, 20 outdoor chairs and 2-3 folding tables that can be hired for use during your stay at Steindorf Cottages.  The cost of rental is $150, which includes use of the BBQ and furniture for the length of your stay.  The BBQ must be cleaned prior to the conclusion of your stay.  Any breakages and damage will be charged accordingly.

Section 20:  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 21:  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 22:  Provision of Firewood
We endeavour to provide firewood for our properties that have a wood fireplace.  However, due to occasional firewood shortages, environmental restrictions and weather conditions firewood may not always be provided and it is recommended that you bring your own firewood with you if wish to use the fireplace during your stay. Although we try to provide firewood, the fireplaces/wood-heaters are not a source of heat for the property, nor any part of your payment, and therefore we are not obliged nor can provide firewood consistently. If you do desire to have a wood fire and want to ensure firewood is available you may wish to purchase a bag at any local supermarket or petrol station, or simply purchase firewood to be delivered directly to your cottage at the time of making your booking. The additional supplier cost of firewood is $50 (1 bag 25kg firewood and 1 bag of kindling).

Section 23:  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.  No refunds or discounts will be given (See Cancellation Policy).  We have provided torches that can be used in the case of a power outage.

The Dandenong Ranges are subject to high fire danger.  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 (via text message or email), 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 24:  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 25:  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 26:  Semi-enclosed spa baths

The spa baths at Steindorf Cottages Emerald Cottage and Rockvin Cottage are located in semi-enclosed sunrooms.  Every spa is hygienically cleaned before each stay, however wind can result in dirt and leaves being blown into the spa after it has been cleaned.  If this occurs, the spa does not need to be re-cleaned, but rather just simply rinsed down with fresh water or wiped out with a cloth or towel.  The entrance to the Emerald Cottage spa is through an internal door.  The entrance to the Rockvin Cottage spa is through an external door located next to the front door.  We will not ask our cleaning or maintenance contractors to attend the property to wipe out the spa and no refund or exchange will be given on your stay.

 

Section 27:  Breakfast Hampers

Cream at Sassafras provides wonderful hampers for our guests. In order for your hamper to be delivered to the property prior to your arrival, it must be selected and paid for upon confirmation of your stay.  We require at least 7 days notice for hampers paid for by direct deposit. If you would like to organize a last minute hamper please contact us by e-mail/TXT message or directly contact Cream at Sassafras by telephone to ensure last minute delivery is possible.  Payment for last minute hampers must be made by credit card only or directly to Cream at Sassafras.  Hampers will not be provided if payment has not been received. Cream at Sassafras is an independent company and is not affiliated or associated with our entity.  Descriptions of hamper contents are provided to us by Cream at Sassafras.  From time to time, if a product is not available, it will be substituted with a comparable product at Cream at Sassafras’s discretion.  If you have an issue with the hamper that has been supplied to you, please contact Cream at Sassafras directly on (03) 9755-2338.


Section 28:  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.  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 29:  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 30:  Last Minute Rental Booking Fees
A last minute rental booking fee may be charged to rental bookings made within 72 hours of arrival.  We reserve the right to waive this charge on a case by case basis.

Section 31:  Website Rental Bookings
Rental bookings made on the website can only be made for dates up to 12 months in advance from the current date.  Rental bookings made for dates more than 12 months in advance may be cancelled and payment refunded less any charges incurred by us as a result of having to refund the payment.
Rental bookings will not be confirmed if the person/s making the booking has provided any false information on, or has omitted any part of, their form.  We will request any missing information in an attempt to confirm the rental booking, however if we do not receive this information within 24 hours of the attempted rental booking, the booking may be cancelled with a refund of the amount paid less any administration and processing fees.  Refunds may take up to 30 days to be processed. If you have any questions about the pricing, you must contact us via e-mail prior to making payment and confirming your rental booking on the website. Once payment is made, and your rental booking confirmed, no refunds will be given.

 

Section 32:  Booking.com Rental Bookings

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 24 hours to provide full payment.  If payment is not received in this 24 hour 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 5% surcharge on payments/bookings made with American Express.

Section 33:  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 then must be submitted via the YRA Complaint form located on the Contact page at www.yarrarangesaccommodation.com.au. Formal complaints received will be investigated promptly and a response given in writing either via e-mail or mail once it 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 to handle your matter.
Generally this will occur if you refuse to lodge a formal complaint with YRA, and/or seek to proceed matters via another forum, therefore not giving us the reasonable opportunity to investigate and review your matter.

Section 34:  Privacy Policy
The privacy of your personal information is always important to us. We are committed to respecting your right to privacy and protecting your personal information.  All information gathered shall only be used for the purpose of your rental confirmation (including payment, verification of identification, agreement to our terms and conditions and security deposit).  Your information will only be viewed by relevant staff of our organisation.  Our privacy policy applies to all of your dealings with us 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 dealings.

Section 35:  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.