Frequently Asked Questions
Where do I pick up my keys?
Check in is from 2pm on the day of your arrival and checkout is by 10am on the date of your departure. For Port Stephens properties keys can be collected from our office at 19 Stockton Street, Nelson Bay (diagonally opposit Woolworths). You will receive a pre arrival email with key pick up instructions two days prior to your arrival. Please also ensure that your keys are returned to the same location by 10.30am on the day of your departure. For properties in Newcastle, Sydney and Canberra you will be emailed property specific information prior to your arrival. If you are arriving outside of office hours please contact us and we will arrange for your keys to be available.
Who do I call if I have a problem with keys, something not working?
If there is ever an issue on arrival or during your stay your point of contact is always 02 4981 1577. If it is outside of office hours there will be an emergency number on our answering service that can be called for urgent repairs (eg. burst water pipe, no power).
What are your office hours?
Our office is open from 9.00am to 5.00pm Monday to Friday and from 10.00am to 4.00pm on Saturdays. We are closed Sundays and some public holidays.
What time is check-in and check-out?
Check-in is from 2pm on your day of arrival and check out is prior to 10am on your day of departure. For Port Stephens properties, keys must be returned to the same place they were collected from by 10.30am.
Have I paid?
This depends on where you made you booking. Terms and conditions regarding your payment, cancellations etc are found on the website where you made your booking. Check your confirmation email to see if you have paid!
When do I need to pay a deposit?
For direct bookings, a deposit of half the total tariff is required at the time of booking. All deposits paid for holiday accommodation become non-refundable after 48 hours.
When do I need to pay the balance?
For direct bookings, the balance is due seven days prior to arrival. If you book within this time frame then full payment is required at the time of booking.
What do I need to bring?
The majority of our properties supply linen packs, it will be clearly stated in the property description on our website if linen is not provided. You need to bring your own toiletries (soap, shampoo, laundry powder etc) and general condiments (food, coffee, tea, salt and pepper, oil etc). One full roll of toilet paper per toilet is supplied. Please note that not all properties have a hairdryer. If you are staying at a property with a pool, you will need to bring your own pool towels and if you are staying where there is a tennis court, you will need to bring your own racquets and balls. All properties are fully self contained with cutlery, crockery, pots and pans etc.
What extras can you offer?
Extras such as portacots, high chairs and baby gates can be ordered from our website. Golf at Horizons Golf Club can also be booked. To arrange for any of these extras use the 'Extra's' tab when making your booking online.
Can I check-in earlier?
For earlier check-in you can contact our office prior to arrival to check if early check-in is possible. This is dependant on the property being vacant and cleaned and is never guaranteed. Early check-in is not possible during busy times (eg. Christmas and Easter). Check-out is strictly 10am as we are a 24 hour booking service and all cleans are scheduled for 10am to allow for same day check-in of new guests.
What if there are insects at the property?
Insects are an inherent part of living in Australia. Our properties are regularly fumigated but the east coast is a preferred hoiday destination for both guests and insects. To discourage insects please keep screen doors and screens on windows closed and use the insect spray provided.
Do all properties have air conditioning and wi-fi?
No, properties are as described on the internet. While we do have a growing number of properties with features such as air conditioning and free wi-fi, it will always be mentioned if these are available.
What if the gas bottle is empty?
Some of our properties provide a BBQ. If the gas bottle is empty or runs out during your stay, please go to the nearest 'Swap n Go,' (usually at service stations, Bunnings). You can then forward your receipt along with your bank details to firstname.lastname@example.org and we will reimburse you.
What do we do if we lock ourselves out of the property?
If you lock yourself out you will need to contact our office. A charge may be applicable and proof of ID will be required.
If you have any further questions then please don't hesitate to contact our friendly team on 02 4981 1577 or email us here.