booking terms

we want your stay to be relaxed and memorable...respecting our booking terms ensures all our guests have the same holiday experience

Please read these terms and conditions carefully. When you make a booking, you accept on behalf of your party the terms of these booking conditions. It is your responsibility to ensure that all of the details on your confirmation documents are correct and to bring to our attention any errors or discrepancies within 48 hours of your booking.

Guests accept and are held fully responsible for their visitors or children which may result in injury or harm when staying or visiting the property and its surrounds.
Any breach of these terms and conditions may result in immediate eviction with no refund or cancellation of your booking.

Check-in + Check-out

Standard check in time is 2pm on the day of arrival and the property is to be vacated by 10am on the day of departure. An additional fee will be charged if you do not check out by 10am. Early arrivals and late check outs are at the discretion of Top of the Palms and must be requested at the time of booking and can only be confirmed 1 day prior to arrival or departure. Whilst every effort will be made to accommodate early arrivals and late departures, the only way to absolutely ensure an early check-in or late check-out is to book an extra night.

Security Bond

A security bond of $500 and signed bond form is required to be completed and returned at minimum of 7 days prior to your arrival. Your credit card will be debited in the event of: damage to the property, equipment, breakages or if extra cleaning is required. Please note: we will only process monies on your credit card if there is reported damage to the Property, or if the 'Terms and Conditions' are not adhered to. If you do not hold a credit card and cannot provide one as a bond, we will require a $1500 cash bond to be paid. This payment will be refunded once we receive your departure inspection report and no charges are required. (Please inform our office via email if you wish to pay the required bond via this method).

Number of Guests

At no time during your occupancy is the number of guests staying to exceed the number booked, unless prior approval is sought and given by management in writing. The use of extra beds other than the number booked will attract an additional tariff.

Children

Children’s prices for accommodation are included in the standard tariff rates and refer to children using existing bedding. Steps and balconies need to be taken into consideration before booking. Please note there are no baby gates or stair barriers and supervision is the responsibility of parents & guardians. Please contact Top of the Palms if you need further information. No refund will be given if the accommodation is deemed unsuitable after check in. Supervision of children around fireplaces, stairs, balconies, roads, driveways, bunk beds and all areas of the property and surrounds are the sole responsibility of parents/guardians and Top of the Palms accepts no responsibility.

Bunk Beds

Use of the bunk beds is at the discretion of parents. Please note, the top bunk is recommended for children over 12 years of age only.

Fireplaces

Fireplaces are to be operated by adults over the age of 18 only and are operated at your own risk. You will be held liable for any damage you cause including smoke or ember damage from incorrect use. If using a wood or gas fire, you will ensure the fire is switched off or put out entirely whenever you leave the premises even for short periods.

Supervision of children around all fireplaces is required and is the responsibility of parents/guardians.  Fireplaces and their external casings can get very hot and may cause serious burns if touched. It is strongly recommended that the fireplaces not be operated when children are staying onsite.

Functions + Large Group Gatherings

We do accept functions, parties and large group gatherings, however these are all STRICTLY prohibited without written consent from Top of the Palms prior to your arrival.

Noise

Disturbance to neighbors including excessive noise, music and unruly behavior is prohibited and may result in eviction without refund. If a noise complaint is received; a first warning will be given. If a second complaint is received this will result in immediate eviction with no refund.

Pet Policy

Pets may be permitted, but must have prior approval.  Additional cleaning charges will apply if this condition is breached and prior approval has not been given, the cost will be deducted from your credit card.

Strictly No Smoking

Smoking in the property is strictly prohibited. If there is any evidence of smoking inside the property you will be charged an additional $1000 for a specialized clean to eliminate odors and remove chemical residue before future guests may use the space.

Payment Policy

Full payment is required at time of booking. If payment is not received by the due date, Top of the Palms reserves the right to cancel the booking.

Rates quoted are in Australian dollars and are subject to change at any time. Top of the Palms is not liable for and is not required to honour any pricing displayed that is quoted in error. A cancellation under these circumstances does not incur any cancellation fee. Rates are inclusive of GST where applicable. Any verbal quote given is an estimate only of price, which will be subject to a written advice on confirmation of the booking. Minimum length of stay restrictions apply to certain rates during special event periods.

Preferred method of payment is EFT Transfer or Direct Bank Deposit. Visa, MasterCard, is accepted and a 1.5% surcharge applies for these card transactions.  Overseas guests must use a credit card facility. Overseas bank transfers are not accepted.

Cancellation Policy

If you cancel with 3 or more months notice prior to your arrival date a 20% cancellation fee of the booking total will be incurred.
If you cancel within 30 days of your arrival date a 50% cancellation fee of the booking total will be incurred.
If you cancel less than 14 days prior to your arrival date 100% of the booking total will be retained.

No cancellations are accepted within 48 hours of the 2pm check-in of your arrival day. You will be charged the total of the reserved stay under all circumstances. Written notification must be provided for all cancellations.

In the event that Top of The Palms must cancel your accommodation for circumstances beyond our control a full refund will be made. However we will not be held liable for any further damages incurred. We strongly recommend travel insurance to cover cancellations, travel delays and all other unforeseen incidents and accidents.

Cleaning

Properties must be left in the condition they were in upon guest’s arrival. Excess cleaning fees up to $500 may apply (e.g. rubbish not being removed, dishes not washed and put away, barbecues not cleaned). Please report any existing damage to the property upon your arrival. Please immediately report any damage which occurs during your stay.

Lost of Damaged Keys

If guests lose keys or lock keys inside the property and require access, a security call out fee will apply. If replacement keys need to be cut, key barrels need to be replaced, re-keying is required costs will be calculated based accordingly and charged to the guest.

Indemnity

Guests and their visitor’s actions, conduct and safety are the responsibility of the Guests. Top of the Palms do not condone: unsafe, irresponsible or illegal actions/behavior etc. on or off the premises, during a stay or at any other time. A condition of entering and/or staying at the property means that all Guests understand and agree to indemnify the agent and owners against any responsibility or action(s) (legal or other), due to any action(s), incident(s), loss or injury(s) while within or outside of the premises (including, but not limited to, the grounds, facilities, structures, etc.) during a stay or at any other time

 

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