Terms and Conditions of your stay
Raine & Horne Yamba Holiday Letting Terms and Conditions
Thank you for choosing to book your holiday accommodation through Raine & Horne Yamba.
We hope you enjoy your stay. Please read these terms and conditions of your holiday letting contract carefully as any departure from these conditions permits the owner or their agent to refuse keys, amend the rent or terminate the tenancy.
If you have any queries regarding these Terms & Conditions please phone the Raine & Horne Yamba office on 02 66462474.
ARRIVAL & DEPARTURE TIMES
Your holiday property is available from 2pm on your day of arrival with a check out time of 10am on the date of your departure as shown on your booking confirmation. Raine & Horne Yamba is open 8:30am – 5:30pm Monday to Friday and 8:30am – 12:30pm Saturday. If arriving after hours please notify our office and we can arrange key collection from our key box. Please note keys will only be made available for collection if full payment has been previously received from you and the security deposit is held. Please note keys must be returned to our office prior to 10:00am on the day of departure to enable the property to be accessed by the cleaners. Failure to return the keys by 10:00am may result in a late checkout fee being charged.
GUEST REGISTRATION FORM - $500 security bond
A Guest Registration Form is required to be completed for all bookings. The Guest Registration Form requests details of your name, address, as well as credit card details for a $500.00 security bond. This gives Raine & Horne Yamba authority to charge your credit card should any additional costs be incurred due to late departure, excess rubbish, additional cleaning, damage to the property or its contents or due to any breach of the Terms & Conditions. If credit card details cannot be supplied a $500 cash or cheque bond is payable. The bond balance will be returned when the property has been approved after your departure. An increased bond may be incurred for group bookings at our discretion. The holidaymaker shall bear the full cost of all excess charges and/ or repairs whatever they may be. If the security bond is in the form of cash or cheque, then the security bond will be refunded less any charges, to the holiday tenant within 30 days of departure by way of cheque.
ONLINE CREDIT CARD PAYMENTS
Online credit card payments for your booking are hosted by Secure Pay and your credit card details are not handled or stored by Raine & Horne Yamba or by our booking management system hosted by Yesbookit. For subsequent credit card payments please click on the link in your reminder email or go to the ‘Booking Payment’ section of our website. To make an online payment you will need your booking identification number and the email address used to make your booking. Online credit card payments incur a surcharge
A 50% deposit is required to confirm the booking and is payable within seven (7) days from the date you make the booking. The balance of all outstanding monies is due fourteen (14) days prior to your arrival.
ALTERNATE PAYMENT METHODS
Payments may be made by cheque, MasterCard, Visa or direct deposit. Please Note; all credit card payments made over the phone will incur a surcharge. In the event that your booking is for a period of three (3) nights or less then the full payment must be made at the time of your booking. Please contact our office if you are unsure about payment methods. Bookings can only be confirmed once a deposit has been paid, plus a non-refundable $55.00 booking fee.
CHRISTMAS BOOKING & REBOOKING
With the high demand of annual Christmas bookings, Raine & Horne Yamba would appreciate it if you could make your rebooking during your current occupancy and confirm with the required holding deposit of $300 plus booking fee. You only hold the right to rebook with the same property for the corresponding dates in the following year until 5.00pm on the date of your departure. For Christmas bookings & rebooking, the balance of the 50% deposit must be paid by 1st May with full payment due no later 30th November. If you wish to cancel your booking you will forfeit the holding deposit and all booking fees paid.
COVID-19 CANCELATION POLICY
Our cancellation policy is continually being reviewed to ensure that we are taking into account developments associated with Coronavirus (COVID-19).
From 1 July 2020, we have amended our cancellation policy in alignment with advice from the Australian Federal Government and the ACCC. This policy is continually being reviewed as the situation unfolds. If you are unable to travel due to travel restrictions, we will issue a credit for the amount of money paid (less any commissions paid to online booking agents such as STAYZ, etc.) otherwise, our standard terms (outlined below under the section Cancellation Policy) will apply. The effects of a pandemic and its consequences are no longer unforeseen or unexpected. By confirming your booking we understand you have considered the consequences of such a situation.
If you are eligible for a credit this credit must be used for the same property as that originally booked as each property is independently owned and can be used within 12 months from the removal of the travel restrictions by the Australian Government.
Cancellation by Owner- We cannot accept responsibility for decisions taken by the owner of the premises as they are outside our control and we reserve the right to cancel any booking as per the owner’s instruction. In this event, we will notify you as soon as possible and do our best to arrange other accommodation or dates suitable to you, failing which all deposit monies paid will be refunded but no other claim, right or action or demand shall exist in or be made by either party. Bookings are taken by the agent in good faith, however, the tenant acknowledges that the agent does not own the property and that the owner may instruct the agent to cancel or ask the tenant to amend the booking dates at any time up to and including the day of check in.
Cancellation by Holidaymaker:- All cancellations will incur a $200 cancellation fee.
- If your booking is cancelled 60 days or more prior to your arrival you will be refunded your deposit less the $200 cancellation fee.
- If your booking is cancelled within 60 days of your arrival then the full deposit is forfeited unless the property is re-let by us for the full period of your booking in which case as stated above a $200 cancellation fee will be charged.
- If your booking is cancelled within 14 days of your arrival then all monies paid are forfeited.
Refunds are not given for any unused portions of your holiday should you decide to vacate early.
CHANGES TO TARIFFS & TENANCY
In the case of refurbishment or owners instructions, rental rates may be subject to increase without notice. Should this occur you will be notified and given the opportunity to pay the difference in tariff or receive a full refund of your deposit. We will also offer you alternate accommodation if possible. These terms and conditions may be varied at any time without notice. Always refer back to our website for current terms and conditions. A printed copy of the terms and conditions can also be obtained from our office. The agent may refuse to accept any booking where the agent has been instructed by the owner or where the agent believes the booking is not in the best interests of the owner.
Raine and Horne Yamba participate in the Bad Books register. By accepting this booking and our Terms and Conditions you hereby agree that if you or any occupant covered by this booking, including any guests, breach our Terms and Conditions then your Name, Phone Number and Email address along with details of the breach/breaches may be disclosed to the property landlord and/or other agents participating in the Bad Books register. Raine and Horne Yamba reserves the right to cancel a booking where a guest is registered in Bad Books.
DESCRIPTION OF PREMISES
Our staff will describe the property and location in good faith and to the best of their ability. It is the responsibility of the tenant to assess the suitability of the accommodation for their needs. Claims for discounts or refunds will not be entertained for reasons of unsuitable accommodations. All premises are privately owned and are furnished and decorated to the owner’s individual standards. Guests are advised to inspect the property before securing the booking to ensure satisfaction with the property. Any printed, written or verbal description of the premises or position by the Agent or an employee is made in good faith.
Linen and toiletries are not provided eg. Sheets, pillowcases, towels, bath mats, tea towels and tablecloths, unless specified. Linen hire is available from the local Laundromat – The Laundry Yamba Ph: 66461571 at your own cost. Linen must be used on all beds throughout your stay. Should the cleaner believe that linen was not used then the holiday tenant will be responsible for the cost of laundering all bedding.
WHEN A PROPERTY IS FOR SALE
When a booking is made, the deposit is accepted for the owner at the time. If the property is for sale and the ownership changes before your holiday, we cannot guarantee that the property will remain available. We cannot accept responsibility for decisions made by a new owner. However, if the property is sold, you will be notified, giving you an opportunity to organise alternative accommodation. If your holiday property is listed for sale while you are in residence, the occupier agrees to allow the owner or agent to conduct inspections with prospective purchasers at mutually convenient times, by appointment.
All repairs will be effected as soon as practicable. On public holidays and after hours it may at times prove difficult to get tradesperson straight away. We will always do everything we can to minimise inconvenience however we cannot issue partial refunds or give discounts. In the event of a major problem rendering the property uninhabitable, we will make every effort to find alternative, suitable accommodation for you.
Should a tradesperson be sent out upon your request to carry out a repair that was deemed unnecessary, the cost of the callout will be charged to the guest. The guest agrees to allow the agent and or appointed tradesperson to enter onto the property at any time to effect or investigate repairs or complaints.
All properties under Raine & Horne Yamba Management are privately owned and are rented on a fully self-contained basis. In the event of faults and/or malfunctions of appliances or inclusions, there is no obligation from the owner or Raine & Horne Yamba to compensate or discount.
Should a guest require duplicate keys after hours phone 02 6646 2474. A $50.00 cash callout after hour’s fee is applicable. If no spare keys are available, tenants may be liable for any costs involved in gaining entry to the premises. The keys are your responsibility so please take care of them. If keys and/or remotes are lost you will be responsible for the changing of the locks and remote devices (if applicable) and the cutting of 4 new sets of keys.
CLEANLINESS & DAMAGES
On departure please do not leave garbage on the premises. All garbage is to be removed from the holiday property by you and placed in bins provided when you vacate. We would appreciate if the council bins are put on the kerbside Sunday night for the Monday morning pick up. Should the cleaner have to remove excess garbage from the property, you will be liable to pay for the extra time spent. The tenant is to leave the property in a clean and tidy state with all washing up done and stacked away. Barbeques must be left in a clean and tidy state ready for use by the next tenant. An additional cleaning fee will apply if you leave the barbeque dirty. If you find the barbeque dirty on arrival please contact our office immediately and we will send someone up to clean it. Please note all properties are non-smoking inside. Holidaymakers failing to abide by this term may be responsible for the cost of cleaning all carpet, furnishings and window coverings. Any and all damages to the property, common areas or fixtures and fittings of the property must be reported to the agent immediately and paid for. All guests are responsible for any loss or damage arising from breakages or other damage to the unit or common property during their stay, including any additional cleaning, removal of excess garbage, repairs or replacement of items in the property. You, the guest, are liable to pay any additional costs incurred to the owner. Please respect the owner's property and do not move furniture around or move items from property to property. A fee may be charged should this occur.
At times situations arise of which we have no control. We at Raine & Horne Yamba reserve the right to move visitors to alternate accommodation (subject to availability) at our discretion or the direct instruction of the property owner. If this is the case, we will notify you as soon as possible and make every reasonable effort to make sure you are satisfied with your new address. In the event of any renovations/building work being carried out near the holiday premises, such work is beyond the Agent’s control and the Agent cannot accept responsibility for any disturbance, noise or inconvenience guests may suffer as a result. The agent cannot issue refunds or discounts in such circumstances.
Each holiday property is equipped for a specific number of guests. It is against Health Department regulations for more persons to occupy a property than there are beds to accommodate them. No mattresses, tents or caravans, or more cars than the property accommodates are allowed. If a property is reported to be overloaded, the tenants will be asked to vacate with no refund made and alternative accommodation will not be offered.
Our holiday properties are privately owned holiday homes, and not licenced event venues and are not insured as such. No events or gatherings may be held at any holiday property managed by Raine & Horne, unless written permission of the property owner is sought and obtained through our office at the outset of the booking enquiry. Events or gatherings covered by this clause include, but are not limited to: Weddings, Wedding receptions, parties, large family gatherings for anniversaries, christenings or birthdays, bucks or hen’s parties, Schoolies groups, gatherings of clubs or societies. If guests are found to be holding such an event without having obtained written permission they will be asked to vacate the property with no refund made and alternative accommodation will not be offered.
SERVICE TECHNICIAN CALLS
Due to the complexity of modern smart TV set ups we request that guests do not change any settings, unplug or move any cables on the TV’s provided in their holiday accommodation. If a service technician is required to re-tune or reset a TV due to the actions of a guest, the cost of the service call will be deducted from the Security Deposit. In Yamba all TV’s require a signal booster, and if a guest unplugs, switches off or moves the power to the booster resulting in loss of signal, the cost of any service call to resolve the loss of signal will be deducted from the guests’ security deposit.
All guests are responsible for keeping the property secure during their stay and will be responsible for any theft or damage due to neglect in this area. No responsibility is taken by the Agent for guests personal property left on or near the premises. Guests are responsible for insuring their own property. No liability is accepted by the agent or the property owner for any injury, debt, damage, loss, delay or inconvenience caused by events outside the agent or owners control.
No liability is accepted for any injury, debt, damage, loss, delay, expense or inconvenience caused directly or indirectly by events beyond the agent or owners control. No responsibility is taken for guests personal property left on or near the premises. It is recommended that guests take out personal property insurance or adequate travel insurance should any unexpected situation arise or during your travel period.
LOST OR FORGOTTEN PROPERTY
Items left at the premises will not be automatically returned. Items will only be returned if requested AND a $30 retrieval fee plus postage and packaging costs will be charged when we are asked to retrieve and / or post an item left by a guest. We will hold the items for a maximum of four weeks and then pass them onto a local charity or dispose of them. We will of course endeavour to recover and return items of value inadvertently left behind to you, however take no responsibility for the recovery or return.
Unless otherwise specifically stated, pets are not permitted upon the property. All bookings for pet friendly properties are subject to the submission and approval of the pet registration form. The agent reserves the right to refuse any booking where the agent believes the booking is not in the best interests of the owner. Where the property is pet friendly the holiday tenant will be responsible for the removal of fleas, pet hair, faeces and any other pet related issues from the property upon vacating. Currently only Ponderosa, 42 The Mainbrace, Laze Daze, 183 Yamba Road, Amarillo and Ocean Links are pet friendly holiday properties.
EXCESSIVE NOISE POLICY
Tenants will make every possible effort to ensure that they do not interfere or cause a nuisance to neighbours. Excessive noise can be a major cause for complaint. Loud music, televisions and partying that causes excessive noise will not be permitted between 9:00pm to 7:00am. All National, State, Council laws and local by-laws must be observed, you are in a residential area and regard must be paid to the quiet enjoyment of other occupants in the building and neighbouring properties. Noise pollution is a punishable offence by law and as such we reserve the right to immediately terminate the tenancy without refund for any breach of this condition.
Where appropriate we reserve the right to charge any surcharges to the credit card on file. This includes but is not limited to damages caused or excess cleaning charges incurred during your stay. Any additional cleaning required will be charged up to the cost of $500. You will be notified within 7 days of departure of any appropriate charges. Credit card details are stored upto 14 days.