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Terms & Conditions
Terms and Conditions
For the safety and security of our property owners, we kindly request a driver’s license or passport to verify your identity. If you have any concerns regarding these requested items, please don't hesitate to reach out to us so we can discuss them further.
Bookings and Payments
Airbnb, Booking.com payments are facilitated by the booking platform, any issues with accommodation payments to be addressed with above booking platform. Booking.com Security Deposits are facilitated by Shellharbour Accommodation, please ensure you enter a Visa or Mastercard for the Security Deposit.
Direct Bookings or VRBO/Stayz as below
A 25% deposit is taken at the time of booking or within 24 hours. Failure to pay will cause your dates to be released.
A merchant fee is charged for payments by card. Please note we only accept Visa or Mastercard.
The balance of your stay is due 13 days prior to the check in date and your card will be charged automatically. Please ensure the funds are made available, fees may apply if payment is declined.
Note: if your booking is over 28 nights payment needs to be made in full 30 days before arrival.
Advanced Bookings
The host is not responsible if a property becomes unavailable due to decisions made by the owner (e.g., sale or withdrawal from the short term rental market). Guests will be notified as soon as possible and a full refund of monies paid will be provided in such cases. We will also make efforts to assist in finding alternative accommodation.
Security Bond Credit Card Hold
Please note that all direct bookings, as well as bookings made through VRBO/Stayz/Booking.com, require a credit card hold of $500.
The hold will be placed on your credit card on the day of check-in and will be released within 5-7 days after check-out, pending no issues with the property during or following your stay. The hold is fully lifted if there are no reports of disturbances, damages or missing items. If any funds are deducted from the hold, we will notify you accordingly.
Credit Card Storage
Credit Card details are encrypted and saved securely by Merchant Warrior for the purpose of: 1. Processing payments on the due date 2. Charging the guest for the supply of duplicate keys or re-entry/re-keying at the cost of our call out fee of $110 3. Charging the guest if: (a) A representative of Shellharbour Marina Holiday Accommodation attends to the property to investigate an issue that is then deemed to be caused by the guest ($110 per call out) (b) A tradesperson attends the property to fix an issue that is deemed to be caused by the guest (invoice cost) 4. Charging $500 per offence should there be a credible noise complaint by the neighbours and/or the police/security are called to the property 5. Charging $1,000 per offence if there is evidence of a party or function at the property 6. Charging the cost to repair or replace any malicious, deliberate or negligent damage to the property 7. Charging the 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 8. Charging applicable surcharges if pets are at a property without prior consent 9. Charging $66 for BBQ’s not cleaned thoroughly by the guest prior to departure 10. Charging the cost to remove excess rubbish and/or if the bins were not put out on the bin night, including departure day 11. Charging any pay per view program that has been purchased on property owners streaming services during your stay. 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 and an administration fee.
Cancellations
Cancellation fees vary depending on the property and booking platform. Please review the cancellation policy specific to your booking platform.
Direct Bookings:
- Cancellations made at least 15 days before check-in are eligible for a refund. For long-stay bookings of 28 nights or more, cancellations must be made at least 30 days before check-in. A $30 administration fee applies to all cancellations.
- Cancellations within 14 days of check-in are non-refundable (30 days for bookings over 28 nights). No date changes will be allowed within 14 days of the scheduled arrival date.
Any change of dates must be requested via the platform for us to accept/decline based on availability. Prices may vary for different dates so additional charges may be incurred for change of dates. For direct bookings please email holiday@smre.com.au.
All refunds will be processed using the original payment method.
In the unfortunate event of a death affecting a booking, our cancellation policy may be adjusted on a case-by-case basis. We understand that these situations are sensitive and will do our best to assist. For direct bookings, please contact us as soon as possible with relevant details, and we will review your request with compassion and flexibility. If the booking was made through a third-party platform, their cancellation policies and procedures will apply.
Pets
No pets are allowed on the premises unless the property is advertised as pet friendly. An additional fee will be charged if you have a pet. Refer to each properties description and additional fees. Guests are responsible to bring their own pet bedding and bowls and also clean up after their pets' mess, if extra cleaning is required fees will apply. If a pet is discovered in a non-pet-friendly property, immediate eviction will occur, and additional cleaning fees will be charged. Please respect the house rules and if its "outdoor pets" only in the house rules, if any evidence of the pet inside additional fees will apply.
Arrival / Departure Times
Check in time is 3pm onwards. All properties have a self-check in process.
Premises must be vacated by 10am otherwise a $55.00 late fee will apply every 15 minutes past 10am.
Keys
Guests will be provided with details of the key location and access codes via booking platform and text message the day of check-in either 15-30 mins before arrival. Please do not check into property prior to your confirmed check in time. These codes are sent earlier to allow planning time.
On departure, all keys are to be returned to the place where they were collected from on arrival and locked in the lock box.
If guests lose keys, remote controls, or lock keys inside the property and require access, a call-out fee will apply (starting from $100) and will need to be paid in cash to attending staff. If our staff cannot attend or are unreachable, the guest will need to contact a locksmith and make payment to the locksmith directly. Should replacement keys or remote controls need to be made, key barrels replaced, new fobs ordered or re-keying required in secure complexes, the associated costs will be calculated and charged to the guest.
Guests' Responsibilities
Guests acknowledge that they understand the accommodation is provided for short term rental accommodation purposes only and agree to comply with the NSW Government Short-Term Rental Code of Conduct throughout their stay.
This is not a residential tenancy agreement under the residential tenancy legislation.
Start-Up Necessities
Please note, we provide complimentary start-up of basic necessities (such as body wash, tea/coffee, dishwashing items and toilet paper). These are not replenished during your stay so you may wish to purchase additional supplies as needed.
Guest 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 return it by providing Shellharbour Accommodation with a suitable prepaid satchel for its return by Australia Post 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, unclaimed items will be donated to charity. Guests must be responsible for their own property. Shellharbour Accommodation and the owner cannot be held responsible for forces of nature which result in damages or loss to guest property.
Strict No-Party Policy
If you intend to host a party or loud gathering, please reconsider your accommodation choice, as we enforce a strict no-party policy.
NSW Planning has passed laws that affect guests. The Code of Conduct for holiday renting can be found on the Fair Trading website. In Section 2.5.2 of the STR Code of Conduct, guests have an obligation to ensure the peace and comfort of neighbours and other occupants of the premises (if strata) near holiday rental properties. This means guests have to be very mindful of noise made in or outside the property that can disrupt neighbours at any time of the day. If you or any other guest receives a warning regarding excess noise or excess guests, you may be asked to leave the property IMMEDIATELY with no monetary refund. Noise audible outside the property is prohibited at any time of the day. In addition, if our staff, security guards or the police are called to the property to deal with noise complaints or excess guests, or if we receive complaint/s from the neighbours during or after your stay, a fee of $500 per offence will be charged. Noise disruption for these purposes includes loud behaviour of any type that disrupts the peace and quiet of others; intrusive or abusive language; loud music or any other sounds.
Guest Occupancy and Child Policy
The number of occupants is limited to the maximum guest count specified in your booking on the booking platform. Additional, unapproved guests are strictly prohibited and may result in eviction, including those listed in the original booking. Any breach of this condition will incur additional charges. If your guest count does not match your booking, please notify us prior to your arrival to avoid any issues.
Note: An infant is considered a child under the age of 2. Children aged 2 and over must be listed as a child and will count towards the total guest count. Cots are not always provided/available unless specified in listing.
Parking
Guests must comply with parking regulations and show consideration to neighbours at all times. Parking instructions will be sent to you in your check in message.
Limited Liability
To the maximum extent permitted by law, in no case shall Shellharbour Accommodation or the host, nor its affiliates, officers, directors, employees, agents or property 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 Shellharbour Accommodation or the host has been advised of the possibility of such.
Indemnity
Shellharbour Accommodation and/or the property owner or host do not accept liability for any loss, before, during or after a booking relating to events out of our control such as delays whilst the guest is travelling to the property, flight delays, weather events during the stay etc and no refund will be offered under these circumstances, you will agree to accept this as final resolution. The agent and owner are not responsible for any personal property left on or near the premises. Guests are strongly advised to obtain personal property or travel insurance to cover any unexpected loss or events before or during their stay. The property must be securely locked at all times when unattended, including during check-out.
This disclaimer does not exclude or limit liability where such exclusion is prohibited by law, including cases of gross negligence or wilful misconduct.
Condition of Premises
A cleaning fee is charged; however, it is not intended to cover excessive mess. Please ensure the property is left tidy and treated with respect. An additional cleaning fee of $66 per hour will apply for any extra cleaning required. If any spills occur during your stay and you do not have the necessary cleaning supplies, please notify us immediately so we can arrange for someone to attend. A call-out fee may apply depending on the issue or time of day. This will help prevent damage claims if the spill causes stains to the property or furnishings.
Furniture should not be moved around. If furniture is not placed in its original position upon your departure a fee will occur.
Excess rubbish left at the property will incur a disposal fee of $66 per hour, plus any tip fees.
If the BBQ is found not clean upon your arrival, please notify us immediately with photos. BBQs must be cleaned before departure; a $66 cleaning fee will apply if not done. Gas bottles should not be left empty for the next guests. If the gas is low during your use, please inform us or purchase a replacement bottle at a "Swap and Go" location, and we will reimburse the cost when receipt is provided.
Smoking / Vaping / Drug Use
All properties are strictly smoke-free indoors. Some properties are also smoke-free outdoors, please refer to the listing to confirm whether smoking or vaping is permitted outside. Where outdoor smoking or vaping is not allowed, guests must smoke or vape off the premises.
If smoking or vaping occurs inside the property, an additional cleaning and deodorising fee of $110 per hour, plus the cost of products used, will apply.
Please dispose of cigarette butts and vaping waste responsibly. Any items discarded in garden beds or on the grounds may result in additional charges.
Guests must not use, possess, or store illegal drugs or controlled substances at the property. Any breach of this condition may result in eviction without refund, additional charges, and reporting to the appropriate authorities.
Linen and Cleaning
Additional charges will apply for extra soaking/cleaning of bedding, sheets, towels, face washers, tea towels, etc., if excessive stains are made. Please do not use the supplied face washers, hand towels, or other linen to remove makeup/fake tan or excessive dirt/grease, as this will incur extra cleaning charges or replacement costs. We recommend bringing your own makeup removal products.
Faults and Problems
Guests must report any complaints or issues to our office within 24 hours of arrival.
Any breakages, damage, or lost keys must be reported promptly and paid for. If repairs are needed, Shellharbour Accommodation should be notified immediately. The guest agrees to allow the agent or their nominee to enter the premises to arrange for necessary repairs.
All properties under Shellharbour Accommodation management are privately owned. In the event of faults or malfunctions of included amenities, neither the owner nor Shellharbour Accommodation are obligated to provide compensation or discounts.
All properties are furnished by their owners, and Shellharbour Accommodation is not responsible for any inconvenience caused by the breakdown of machinery or appliances. The agent will make best efforts to repair, replace, or arrange an alternative, subject to availability of trades, suppliers, etc.
We understand accidents happen and do not intend to charge for broken glassware or crockery due to accident if we are advised.
Wildlife
Due to the mixed climate and natural surroundings of our properties, wildlife may be present, especially following weather events like storms, heavy rain, or periods of high heat and humidity. While we make every effort to control and manage wildlife, animals and insects may occasionally enter the property. If any wildlife poses a danger, our team will respond promptly to manage the situation.
Electric Vehicle Charging Policy
For safety reasons and to comply with insurance requirements, guests are prohibited from charging electric vehicles at any property that does not have a dedicated EV charging station. Charging electric vehicles without proper infrastructure poses a fire hazard, and in the unfortunate event of an incident, insurance cover may be compromised, and the guest held liable. If in doubt, ask our team for the closest EV charging station.
