Familiarize yourself with the terms and conditions of booking accommodations.
HOLIDAY ACCOMMODATION TERMS & CONDITIONS - EFFECTIVE 30 January 2021
Please read carefully. When you make a reservation with us, these conditions are deemed to have been accepted by all guests that stay at the property. Please call Yarrawonga Mulwala Visitor Information Centre on 03 5744 1989 for clarification of any term.
Your booking is with Yarrawonga Mulwala Tourism & Business (YMTB), acting on behalf of the owner.
Guest Information & Obligations
Guests are granted a license to occupy the property for the term of the booking; this is not a Residential Tenancy Agreement under the Residential Tenancy Legislation. Failure to comply with these terms and conditions may result in a claim at NSW or Victorian Civil and Administrative tribunal, termination of the licence to occupy the property, eviction and/or reviews on booking sites.
It is a condition of your stay that you adhere to our Terms and Conditions and leave the property promptly after completing the departure checklist that is attached to your terms & conditions and returned to the Visitor Information Centre with your keys. Guests must always abide by the local council and state planning laws and guidelines regarding short term residential accommodation.
Responsible Renter – As the responsible renter, you agree to be an occupant of the property for the entire duration of the stay. All other occupants will be family members, friends, other responsible adults over 21, or accompanied by a parent or legal guardian.
Keys – A call out fee of $110 applies if a set of duplicate keys are required by a guest. If we are unable to provide a key for any reason, then the guest will need to engage the services of a qualified locksmith to gain access. The locksmith’s invoice must be paid directly to the locksmith at that time. Guests must not break into, or attempt to break into, premises when locked out. Keys should be returned as per instructions provided. Should the keys not be returned, the guest will be liable for any charge incurred in gaining entry and/or replacing keys and changing locks if necessary.
Cleaning – Is included in the full tariff, however, if excessive cleaning is required over and above what is considered by YMTB to be a standard clean, the extra clean fee will be deducted from the security bond.
Linen – Each property requires a linen fee. Cost of linen fee is allocated per property. This cost is deducted from the security bond upon departure.
BBQ – A $50 cleaning fee will be charged for unclean BBQs. Guests can decide to clean the BBQ to avoid the charge. If the BBQ is not left in a reasonable state the $50 fee will be deducted from the security bond.
Rubbish – You must take any excess rubbish that does not fit in the provided bins when you leave. If it is bin night during your stay, please put the bins out on the kerb. You will find a bin night notification on the last page of these terms & conditions. You will be charged the tipping fee and the time to tip if excess rubbish is left at the property or if the garbage bin is not put out on bin night as requested.
Loss and Damage – All damages, breakages or losses to the property, furniture and furnishing are to be reported immediately to ensure cover by the Security Bond. Should you discover a fault or breakage when you arrive, please advise us immediately to avoid being charged for this damage.
Children – No responsibility will be taken for children or pets staying at or visiting the property. Please supervise carefully, always taking into consideration fencing, pools, dams, stairs, verandas, balconies, and cleaning chemicals. Children under the age of 10 years should not sleep on the top bed of a bunk.
Issues during the stay – If you encounter an issue contact us immediately so that we can attempt to fix it. We will not be able to consider compensation unless we have been afforded the opportunity to solve the problem.
Call Out – Should a tradesperson or a member of our team be called to the property and the issue is deemed to be caused by a guest, equipment owned by a guest or because a guest has not followed instructions, then the guest will be responsible for payment of the invoice for the tradesperson or our callout fee of $110 or both.
Smoking – Smoking is not permitted inside the property. If evidence of smoking inside the property is detected, you will be charged for steam cleaning of carpets and furniture, laundering of all soft furnishing and linen, plus replacement of linen where necessary. Violation of this condition will result in immediate eviction of all people from the property and forfeiture of any monies held by the booking agent, including the Security Bond.
Third party services – Should you engage the services of a third party during your stay such as a caterer, beautician, massage therapist etc, it is your responsibility to ensure that they adhere to these Terms and Conditions and hold appropriate Public Liability insurance.
Number of guests – Each holiday property is equipped for a specific number of guests. No mattresses, tents, caravans or more cars than the property accommodates are allowed. It is against YMTB for more persons to occupy a property than there are beds to accommodate them.
The guest limits always apply during the booking. Any extra guests (this includes day visitors) above those that have been booked and paid for must be approved. The owner has the right to charge for extra guests/visitors and to decline any request.
Good neighbour policy – The property is a privately-owned home, and we enforce a good neighbour policy. You must treat the property with the same care you would use with your own residence and leave it in the same condition it was in when you arrived. You and other occupants agree to conduct yourselves throughout the stay in a manner that is respectful of and not disruptive to neighbours, traffic flow, or the community and that will not prompt complaints to your booking agent from the police, local council, neighbours, or neighbourhood. You and other occupants agree to abide by all applicable parking restrictions and limitations.
Recreational Activities – Under no circumstances are the following activities permitted at any of our properties: motorbikes, dirt bikes, quad bikes, use of firearms or air rifles, fireworks.
Security – To prevent theft of or damage to furnishings or your personal property, you agree to close and lock doors and windows when you are not present at the property and at check out. Should you not be able to secure the property you should contact us immediately.
Pets – Your pet is most welcome, but only at our ‘pet friendly’ properties where your request is approved. If evidence of a pet is discovered without approval, or at a non-pet friendly property you will be charged for steam cleaning of carpets, furniture and/or mess left by the pet/s.
If you have your pet with you, it is expected that a few simple rules of courtesy are followed:
- • All pets must be approved in writing prior to the stay
- • Any mess, including outdoors, must be wrapped, and placed in outside bins
- • Pet bedding & Accessories must be supplied by guest
- • If you are lucky enough to be at a property that allows your pet inside, please restrict it to the hard floor areas and do not allow it onto furniture or into bedrooms.
- • You agree to pay for any damage, or extra cleaning required resulting from the pet having stayed.
Criminal Activity – Use of the property for any criminal activity is of course prohibited and may result in fines or prosecutions. This prohibition extends to use of the property’s internet service, if any, for criminal activity. We will cooperate with any investigation of alleged criminal activity at the property during the stay.
Lost property – Guests are solely responsible for their belongings whilst staying at the property and are required to take the usual steps to prevent any property loss, including locking premises and vehicles when not attended. If personal property is left behind, it is the guest’s responsibility to arrange its return by providing YMTB with a suitable prepaid satchel or by collecting the item from our office.
We reserve the right to charge a $25 fee to collect lost property. If not claimed within 30 days, it will be disposed of.
Claims
Claims may include but are not limited to charges for: excess cleaning fee, damage or breakages, excess garbage removal, damage or issues caused by pets, pets at non-pet friendly properties, smoking inside the property, overstays at the property, guests more than those booked and paid for, police or security guard call outs and any associated aggravation. We reserve the right to attend the NSW/ VIC Civil and Administrative Tribunal or the equivalent in other states to recover these costs.
Bookings & Payment
To proceed with a booking via Yarrawonga Mulwala Tourism & Business, the following payment conditions apply:
Deposit is due at time of booking. The deposit required is 1 night’s tariff. Guest are given 5 days cooling period for change of mind/ cancellation. The deposit is non-refundable after 5 days from date of booking unless the property can be rebooked for your dates, see extra information below.
Balance of all outstanding monies is due 14 days prior to your arrival. Our team will send you a system reminder to your email address.
Payments are to be made by credit card online or via phone (a service fee will apply). Bookings will be cancelled if a payment is not received in accordance with the above terms. The service fee is non-refundable.
Cancellation charges If you cancel a booking there will be a administration fee of $150. The deposit (1 nights tariff) is non-refundable after 5 days from date of booking unless the property can be rebooked for your dates. Refunds will only be available in line with the cancellation terms outlined below.
Bond As a condition of rental, guests are required to pay a security bond and must be paid in accordance with the payment terms. The security bond will be refunded to the guest in full within 10 to 14 business days of departure date less the allocated linen fee deduction, provided the Booking Agent is satisfied that the guest has abided by the terms and conditions.
Credit Card Saving
Yarrawonga Mulwala Tourism & Business will save guest’s credit card details in Bookeasy Gateway Vault for the purpose of:
- Processing payments on the due date
- Charging the guest for the supply of duplicate keys or re-entry/rekeying at cost or our call out fee of $110
- Charging the guest if: (a)A member of the YMTB team attends the property to see to an issue that is then deemed to be caused by the guest ($110 per callout) (b) A tradesperson attends the property to fix an issue that is deemed to be caused by the guest (invoice cost).
- Charge at cost to repair or replace if there is malicious, deliberate, or negligent damage to the property
- Charge at cost to steam clean carpets, furnishings, linens etc if pets are at a non-pet friendly property, pets have been allowed on furniture or in/on beds, or there is evidence of smoking inside the property
- Charging $50 for BBQ’s not cleaned by the guest prior to departure
- Charging at cost to remove excess rubbish
We will only charge the guests’ card in accordance with our terms and conditions and any applicable Australian Laws. All charges will be subject to a service fee equivalent to the merchant fee paid by YMTB.
Security Bond
You become financially responsible for all damage and loss to the property and its contents from the date and time you check in, to the date and time you check out. To avoid erroneous blame, you are required to immediately notify our team if anything is amiss when you arrive at the property. You are required to pay a refundable Security Bond as described below; price varies on the property you choose to stay at:
You are required to pay a refundable Security Bond priced individually to the specific property you have booked (Bond may be $100-$1000).
The Security Bond will be retained until our team has completed the checkout inventory and inspection. Should the property be found excessively dirty or items are missing or damaged, the cost of additional cleaning and/or the cost of repair or replacement of property will be deducted from your security bond. The remainder of your bond that is not applied to these expenses will be refunded to you within 10 to 14 working days. You remain responsible for, and will be charged for, the cost of any damage, repair, or replacement more than the Security Bond.
Booking Details
Check in and out times: Regular check in is from 2.00pm. Check out is 10.00am. During peak holiday periods, there may be slight delays in check in times.
NOTE: These times may be adjusted at the agent’s discretion & upon request. There will be no refund or credit should these times be adjusted after you have booked the property.
Further, we cannot guarantee that a property will be ready at the check in time. We will endeavour to have the property ready, however, circumstances may sometimes cause delays. There will be no refund or credit if a property is not ready at the said time.
We may be able to offer an early check in or late check out. Unauthorised early check in or late check out will be charged at a minimum of $50 per hour.
Changes to Booking
The tariff is for the agreed number of guests detailed on our confirmation email. If there is a change or discrepancy, you will need to contact us to make changes and ensure that those changes are documented.
By paying a deposit, the guest is reserving a specific property for specific dates; Dates can be changed for the same property up until 14 days prior to check in for an administration fee of $150. The property cannot be changed, doing so would effectively cancel the original reservation and cancellation fees will apply.
Booking fees, extras and hire linen are not refundable once they have been paid for.
Cancellation Policy
When a cancellation is made by a guest, booking fees, payments for hire linen and equipment are not refundable.
Guest are given 5 days cooling period from date of booking to cancel free of charge.
For bookings cancelled 14 days or more prior to the arrival date, the deposit (1 nights tariff) is not refundable unless the property is successfully rebooked.
For bookings cancelled within 14 days of arrival and for no shows – the full tariff will be incurred unless the property is successfully rebooked by the agent.
A administration fee of $150 applies to all cancellations. This will be deducted from funds held and the balance refunded if the property is rebooked.
Any refund applicable because the property has been rebooked will most likely be made after the dates of the original booked dates. If the property is rebooked for only part of the original booking dates, then a pro rata refund will be made at the agent’s discretion.
YMTB does not offer refunds or reschedule bookings due to weather events, traffic delays, natural disasters. You are encouraged to take out travel insurance to cover such events. No refunds will be given for late arrivals, early departures, or unused days of your holiday rental property reservation. Pandemic cancellation fees will apply. However, travel restrictions due to pandemic beyond guest, owner & agent control can reschedule holiday dates.
Agent/Owner Limitations of Liability
Property - We have taken great care to describe your holiday accommodation to you as accurately as possible. We cannot, however, accept responsibility for incorrect descriptions, errors, or omissions.
Substitution of property - At times, situations arise over which we have no control such as ownership changes, extensive repairs, or maintenance, or if properties are removed from the holiday rental market. We reserve the right to offer guests alternate accommodation of a similar standard, as available, at our discretion. In the unlikely event, we will notify you as soon as possible and make every reasonable effort to ensure you are satisfied. We cannot guarantee accommodation and, should an alternative not be found, you will be refunded. You hereby agree that, in this case, you will accept the refund as an acceptable outcome.
Wildlife - Our properties are maintained and cleaned regularly, however; wildlife is common in country areas. YMTB and/or the owner do not accept liability for the unfortunate or seasonal visits of any wildlife including, but not limited to, rodents, insects, cockroaches, kangaroos, wombats, snakes, and spiders.
Access - YMTB and/or its representatives reserve the right to enter the property at any time, without notice, to protect and/or undertake maintenance of the property. We will provide notice to the guests wherever possible.
Equipment - YMTB and/or the owner do not accept liability or loss caused by failure of equipment and/or services out of our control, including, but not limited to, water, electricity, gas, and internet. In the event of a failure, the guest should notify our team in the first instance. Any problems that arise during the rental period that do not constitute an emergency as determined by YMTB, will be remedied at any time during or after the rental period, at the discretion of YMTB.
Limited Liability – To the maximum extent permitted by law, in no case shall Yarrawonga Mulwala Tourism & Business, nor its affiliates, officers, directors, employees, agents or owners be liable for any indirect, incidental, consequential, special, or exemplary damages or for any damages for death, personal or bodily injury, emotional distress or damage to property, arising out of or in connection with your stay. This limitation applies to all claims for damages including negligence even if YMTB has been advised of the possibility of such.
Indemnity - YMTB and/or the owner do not accept liability for any personal loss or injury to the guest/s during the rental period, including that caused by events beyond our control. Events may include, but are not limited to; adverse weather, fire, flood, pandemic, traffic or flight delays, war, terrorist activity, civil disobedience, or other forces beyond our control, no refund or credit will be offered under these circumstances.
Rubbish Bin Collection Schedule
Mulwala Properties - Please put rubbish bins out on Wednesday for collection Thursday morning.
Yarrawonga Properties - Please put rubbish out on Sundays for collection Monday morning.