Frequently Asked Questions

Directions to the property and key access details will be emailed to the booking guest’s email address after the payment is completed and another one, a day prior to the arrival date and the code for the key box will be sent via SMS text message 30 minutes before your check-in time on the day of your arrival (unless otherwise advised). If the email does not arrive in your inbox please in the first instance check your clutter and/or junk email and if you still have not received it please contact our team on +61 (2) 4862 5200.

No, all our properties are fitted with a key safe and you will be given your unique code to access the safe when you have paid in full and on your arrival day.

Holiday Rental Specialist’s standard check-in time is 3 pm and check-out time is 10 am. During the busy months of December and January, the check-in time is 4 pm to facilitate peak back-to-back changeovers.

We offer a complimentary early check-in or late check-out time as a gesture of goodwill where booking and housekeeping schedules allow. Note that due to demand and housekeeping pressures, no early check-ins or late check-outs will be granted during the months of December and January. The safest way to secure an early check-in or later check-out is to book the property for an extra night. Contact us to see if we can offer a special rate for this extra night. All Sunday late check outs must be requested and approved prior to 5 pm on the Friday evening prior. All complimentary early check-ins or late check-outs must be confirmed in writing so that our housekeeping team are informed accordingly.

Yes, all our properties have a minimum two-night stay on standard weekends, a minimum 3-night stay on public holidays, 4 nights over Easter, and 5 nights over Christmas/New Year on the Coast.

Most of our properties have a full linen service included in the tariff. Each property on the website will say if it is included or BYO linen. Holiday Rental Specialists do provide an option to rent linen at an extra cost. The information is under the Guest Information tab on our website.

All our properties are set up as a ‘home from home’ and are equipped accordingly. The properties will have supplies to get you through the first night or two, toilet paper, dishwashing tablets, washing powder, firewood, etc. Most properties also have a basic supply of tea, coffee, salt, and pepper. You will need to bring your own food and drink plus personal toiletries.

Cots and Highchairs are supplied at some of our homes.

We have many pet-friendly properties that are listed on the website, search by feature, and go to our Pet-Friendly category. A surcharge may be applicable for bringing your pet. Just because a property is Pet Friendly it does not necessarily mean it is fully fenced – please check individual listings or talk to our team to confirm.

The deposit and booking service fees are non-refundable. We may be able to transfer your booking to a different date or reduce the stay at our discretion. A transfer fee will be applicable. Please refer to our Terms and Conditions for the full details.

The bond is our security against any damages done to the property during your stay, and any cleaning required above those laid out in the Terms and Conditions. This is refundable providing the conditions of your stay are met and not breached. We will also keep your credit card details on file for up to 14 days after the date of stay to act as the bond, should there be any issues with the way the property is left.

All wedding venues need to be licensed by the local authorities. Holiday homes are generally not licensed for this purpose. We also have a strict no party policy. Only guests staying at the property can be present.

We have a strict no party policy. Only guests staying at the property can be present.

Some of our properties do allow Schoolies bookings if you agree to provide a cash bond to be held in
trust and provide ID for guests staying at the property. See our Terms and Conditions for the
full details, it is best to talk to our team on 02 4862 5200 for confirmation.

Yes, only the number of people stated on the property website description are permitted to stay at the property.

Each holiday property is equipped for a specific number of guests. No tents, mattresses, caravans or more cars than the property accommodates are allowed. See our Terms and Conditions for further detail.

All our properties have an internal no smoking policy. If smoking outside, you will need to stand well clear of the windows and ensure you place all butts in the rubbish bin.

We understand that accidents do happen. Please report all accidents to our office on 02 4862 5200 as soon as possible.

Travel insurance is not compulsory, but we recommend you take out domestic insurance to cover you for medical conditions, event cancellations or other situations that may restrict your travel.

We kindly request these documents to confirm that the booking is being paid for with a legitimate credit card. By matching the name on your identification with the name on the card used for payment, we can verify your identity and ensure that you are the true owner of the credit card.  

While you may have already provided these documents to Booking.com, they do not share this information with us. In many cases, payment is made using a Virtual Credit Card. To ensure the security of your booking and to protect against the use of stolen credit cards, we request your identification and credit card details. By matching the name on your driver’s licence with the name on the credit card, we can verify your identity and confirm that the booking is legitimate. 

We only request this authorisation if your booking was made via Booking.com. The purpose of this process is to verify that the credit card provided is valid and not being used fraudulently. The $1 charge is simply to confirm that your card is active; it is not a fee and will be refunded. As Booking.com does not provide host protection, it is essential for us to have an active card on file in the unlikely event of intentional or malicious damage to the property. Please be assured that your card will never be charged without prior notification, and we do not store or share your personal information. As a Short Term Accommodation Manager, we have a responsibility to safeguard our owners’ property investments and ensure the security of all bookings.  

We do not store or share any of your personal documents. The link provided to you is both encrypted and password protected. Furthermore, your personal information is automatically and permanently deleted from our system 14 days following your departure date. 

We completely understand if you remain uncomfortable uploading your personal information online. As an alternative, you are welcome to complete the guest registration process in person at one of our offices. Please contact our team on 02 4862 5200 to discuss this option further and arrange a suitable time. We are here to assist and ensure your booking experience is secure and convenient.