Terms & Conditions
QUEENSCLIFF & COASTAL HOLIDAY BOOKINGS
TERMS & CONDITIONS
Thank you for choosing Queenscliff & Coastal Holiday Bookings (QCHB).
Queenscliff & Coastal Holiday Bookings acts as a Booking Manager on behalf of individual property owners. By making a booking directly with QCHB or through a third-party platform, the booking guest agrees to these Terms & Conditions and accepts responsibility for all guests and visitors attending the property during the booking period.
1. GENERAL
These Terms & Conditions apply to all bookings managed by QCHB.
The person making the booking must be at least 25 years of age and agrees to these Terms & Conditions on behalf of all guests.
All properties are privately owned holiday homes and are provided solely for short-term accommodation purposes.
Descriptions, photographs and amenities are provided in good faith. Whilst every effort is made to ensure accuracy, minor variations may occur.
QCHB reserves the right to amend these Terms & Conditions from time to time. The version in effect at the time of booking will apply to that booking.
For bookings made through third-party platforms, any applicable platform terms and cancellation policies will also apply. Where there is an inconsistency, applicable law and the terms governing the booking will determine the guest's rights.
2. PAYMENTS
Standard Bookings
A deposit of 50% of the total booking value is required within 48 hours of booking confirmation.
The remaining balance is due 30 days prior to arrival.
Bookings made within 30 days of arrival require full payment at the time of booking.
Payment Methods
QCHB accepts Visa, Mastercard and direct bank transfer.
Failure to make payments by the due date may result in cancellation of the booking, subject to applicable law and the cancellation conditions outlined in these Terms & Conditions.
Early Bookings
Eligible returning guests booking more than 12 months in advance may qualify for a reduced 30% deposit under Section 3A.
3. CANCELLATIONS BY GUESTS
All cancellation requests must be made in writing.
Peak Season
Peak-season bookings are generally non-refundable for cancellations initiated by the guest, except where a refund is required by law or the special early-booking conditions in Section 3A apply.
Should QCHB successfully rebook the property for the cancelled dates, a refund may be provided, taking into account the replacement booking and any reasonable costs or losses incurred.
Where applicable, deductions may include:
- Booking Fee ($110) and Reasonable third-party platform charges incurred
Any cancellation charges will be limited to amounts permitted by law and reasonably reflecting applicable costs or losses.
Peak periods generally include:
- Christmas and New Year
- Easter
- Labour Day Weekend
- King's Birthday Weekend
- Melbourne Cup Weekend
- September School Holidays
- Queenscliff Music Festival
- Hot Rod Weekend
QCHB may designate additional peak periods where disclosed at the time of booking.
Off-Peak
More than 7 days before arrival:
Guests may receive a refund of monies paid, less a $110 Administration Fee and any reasonable processing costs.
Within 7 days of arrival:
Bookings are generally non-refundable unless the property is successfully rebooked or a refund is required by law.
Any cancellation charges will reflect reasonable costs or losses.
Date changes may be offered at the property owner's discretion and are subject to availability and any applicable price differences.
Travel insurance is strongly recommended.
3A. EARLY BOOKINGS – RETURNING GUESTS
As a thank you to our valued returning guests, QCHB may offer eligible guests the opportunity to secure their preferred holiday home more than 12 months in advance, before the calendar opens to general bookings.
This special arrangement applies only to eligible direct bookings confirmed by QCHB in writing.
Deposit and Payments
- A 30% deposit is required within 48 hours of booking confirmation.
- The remaining balance is due 30 days prior to arrival.
- All bookings are subject to confirmation of availability and owner approval where required.
Cancellation Conditions
More than 180 days before arrival:
Guests may cancel their booking and receive a full refund of all monies paid, including the booking fee.
180 days or less before arrival:
QCHB's standard cancellation conditions under Section 3 will apply, subject to Australian Consumer Law.
Changes to Bookings
Requests to change booking dates are subject to availability, owner approval and any applicable rate differences.
The special early-booking conditions apply only to bookings specifically confirmed as eligible by QCHB.
They do not apply to bookings made through Airbnb, Booking.com, Stayz or other third-party platforms.
Nothing in this section excludes or restricts guests' statutory consumer rights.
4. CANCELLATIONS BY QCHB OR PROPERTY OWNER
In certain circumstances, a property may become unavailable due to sale, fire, storm damage, urgent maintenance, owner circumstances or other unforeseen events.
Should QCHB or the property owner be unable to honour a confirmed booking, QCHB will contact the guest as soon as reasonably practicable.
Where possible, QCHB will offer suitable alternative accommodation.
Guests are not required to accept alternative accommodation that does not meet their needs.
Where the confirmed accommodation cannot be provided and no suitable alternative is accepted, guests will receive a refund of monies paid for the unavailable accommodation.
QCHB will work with the guest and property owner to find a reasonable resolution.
Nothing in these Terms & Conditions limits any rights or remedies available under Australian Consumer Law.
5. ARRIVAL & DEPARTURE
Check-in: From 3:00pm
Check-out: By 10:00am
Early arrivals and late departures may be available for an additional fee and are subject to availability.
Guests must follow all arrival and departure instructions provided.
Lost keys, remotes, fobs or lockbox replacements may be charged to the guest at their reasonable replacement cost.
After-hours lockout callouts incur a minimum fee of $150, where disclosed and applicable.
6. OCCUPANCY
The number of guests must not exceed the maximum occupancy stated for the property.
Additional guests, day visitors or overnight visitors are not permitted without prior written approval.
The booking guest is responsible for the behaviour of all guests and visitors attending the property.
7. HOUSE RULES
No parties, functions, schoolies gatherings, weddings, bucks parties, hens parties or events are permitted unless expressly approved in writing.
Guests must respect neighbours and surrounding properties at all times.
Quiet hours apply between 10:00pm and 8:00am.
No smoking or vaping is permitted inside any property.
Pets are permitted only at approved pet-friendly homes and must be disclosed at the time of booking.
Any property-specific pet restrictions, including the number, size or type of pets permitted, must be followed.
Guests must clean up after pets and ensure pets do not cause damage or nuisance.
Serious or repeated breaches of House Rules may result in termination of the booking and a requirement to vacate the property, subject to applicable law.
8. RIGHT TO TERMINATE A BOOKING
QCHB, the property owner or authorised representatives may terminate a booking and require guests to vacate where serious breaches occur, including:
- Significant or repeated breaches of House Rules
- Excessive noise or serious neighbour complaints
- Unauthorised parties or events
- Exceeding permitted occupancy limits
- Illegal activity
- Deliberate or serious damage to the property
- Aggressive, abusive or threatening behaviour
- Failure to comply with reasonable directions relating to safety or property use
Where circumstances require immediate action, QCHB may contact security personnel or relevant authorities.
Any refund entitlement will be assessed in accordance with the circumstances, applicable cancellation terms and Australian Consumer Law.
Guests may be responsible for reasonable costs arising from their conduct, including security attendance, additional cleaning, repairs and proven losses.
9. LINEN
Linen arrangements vary between properties and are clearly identified on each listing.
Some properties include linen as part of the booking.
Other properties operate on a Bring Your Own Linen basis.
Where linen hire is available, charges and arrangements will be confirmed at the time of booking.
Guests are responsible for ensuring suitable linen has been arranged where required.
10. DAMAGE, BREAKAGES & CLEANING
QCHB does not routinely collect a security bond.
However, the booking guest accepts responsibility for damage, breakages, theft, missing items, excessive cleaning and reasonable additional costs caused by guests or visitors during their stay, except for fair wear and tear or matters not attributable to them.
Guests must report any damage as soon as reasonably practicable.
QCHB may seek recovery of reasonable repair, replacement or additional cleaning costs.
Where the guest has provided valid authorisation, QCHB may charge the payment method on file for properly substantiated amounts arising from:
- Damage and repairs
- Lost keys or remotes
- Smoking remediation
- Excessive cleaning
- Unauthorised additional guests
- Other agreed or legally recoverable unpaid charges
QCHB will provide reasonable supporting information, such as photographs, invoices, quotes or contractor reports.
Guests may dispute any charge they believe is incorrect.
11. MAINTENANCE ISSUES
Guests must notify QCHB as soon as reasonably practicable of any maintenance issue arising during their stay.
QCHB will make reasonable efforts to arrange repairs or provide assistance promptly.
Guests are encouraged to report issues during their stay so they can be addressed.
Temporary interruptions to electricity, water, internet, television services, mobile reception or appliances do not automatically entitle guests to compensation.
Any entitlement to a refund, compensation or other remedy will depend on the circumstances and applicable law.
12. LIABILITY
Guests must take reasonable care when occupying and using the property.
QCHB and property owners will take reasonable steps to provide accommodation and services in accordance with applicable legal obligations.
Guests are responsible for their own personal belongings and should take appropriate precautions during their stay.
QCHB and property owners are not responsible for losses arising from circumstances beyond their reasonable control, except where liability cannot lawfully be excluded.
Such circumstances may include:
- Severe weather events
- Unforeseen power outages
- Temporary internet interruptions
- Neighbouring construction
- Council works
- Road closures
- Wildlife or insect activity
Guests may be responsible for reasonable losses or claims arising from their own negligent, deliberate or unlawful conduct.
Nothing in these Terms & Conditions excludes, restricts or modifies rights or remedies that cannot lawfully be excluded under Australian Consumer Law or other applicable legislation.
13. POOLS, SPAS, FIREPLACES & OTHER FACILITIES
Where provided, pools, spas, fireplaces, staircases, balconies, bunk beds, outdoor play equipment and other facilities must be used responsibly and in accordance with any property instructions.
Children must be appropriately supervised at all times.
Guests must take reasonable care when using these facilities and report any safety concerns promptly.
14. LOST PROPERTY
Guests are responsible for checking the property for personal belongings before departure.
QCHB will make reasonable efforts to assist with locating and returning items left behind but cannot guarantee their recovery.
Items found may be returned at the guest's expense and may incur a reasonable handling fee disclosed before return.
Unclaimed items may be donated, disposed of or otherwise dealt with after 30 days, subject to applicable law.
15. CCTV
Some properties may have external security cameras.
Where cameras are installed, their use will comply with applicable privacy laws and relevant booking platform requirements.
Cameras will not monitor internal living areas or other locations where guests reasonably expect privacy.
Guests must not tamper with or disable security devices.
16. CHECK-OUT RESPONSIBILITIES
Prior to departure, guests are asked to:
- Lock all doors and windows
- Return all keys and access devices
- Wash and put away dishes
- Remove rubbish as instructed
- Leave the BBQ clean
- Remove personal belongings
- Report any damage or maintenance issues
Additional cleaning charges may apply where a property is left in an unreasonable condition beyond normal use.
Thank you for respecting our homes as if they were your own.
Queenscliff & Coastal Holiday Bookings
Queenscliff | Point Lonsdale | Bellarine Peninsula