Terms and conditions for holiday accommodation comprising The Hide @ Mt Franklin and the Hide homestead B&B

Note: Variances can be agreed on but only by arrangement with the owner in writing.

For emergency purposes and insurance it is our policy to have on record the names of all guests staying at the property. Please send us the full names of all guests after confirmation of your deposit.

If paying by Stayz Credit Card service a payment of 100% of the total booking cost is required within 24 hours to secure your booking if it is less than 28 days before your stay, otherwise a 10% deposit (it may be rounded up to the nearest dollar) is required and the balance will be deducted, by Stayz 28 days, before your stay. Stayz impose a 2% credit card fee.

If paying by  internet bank transfer or direct bank deposit a payment of 100% of the total booking cost is required within 24 hours to secure your booking. For bookings more than 3 months away and, if you prefer not to pay the full payment up front, please contact us at info@daylesfordtownandcountry.com.au or call Sue on 0427 547 644. We may be able to offer a PayPal facility but there will be additional fees for Paypal payments which are fees charged to us by these companies that we pass on to you. We will let you know if this is the case. There are no fees for internet bank transfer or direct bank deposit.

When you make payment, unless you immediately email us a payment receipt from your bank or receipt number or call us, we reserve the right to take another booking and refund you in full the payment you have made. This is because we have no way of knowing you have paid and it can take up to 3 days for a payment to reach our account. In the meantime someone else may book the accommodation.

By making this booking you ACCEPT OUR CONDITIONS, in particular those outlined on our website (www.daylesfordtownandcountry.com.au) UNDER FAQ (in particular the conditions relating to fire situations) and Pet Friendly Accommodation.  If you require further information please contact us prior to booking.

The owners will make every effort to ensure the property is available as booked. However the owners reserve the right to make alterations to bookings due to unforeseen circumstances.

To maintain a good standard for our guests we require certain conditions to be complied with. We appreciate most will respect our property but the occasional abuse requires that we state the following conditions.

Number of Guests should not exceed the number stated on the Confirmation Notice or subsequently agreed in writing or email.  A fee of $100 per guest will apply for excess guests not agreed with the owners in advance.

If the person in whose name the booking has been made is not staying at the accommodation (for example it is a gift), the person booking must supply the names of the guests and their mobile phone number(s) so they can be contacted before and during their stay if required.

Parties and Functions are strictly prohibited. The price charged is for domestic use only and not commercial. Accordingly this rate does not allow for the extra wear associated with functions in terms of cleaning, garbage removal, wear and tear, repairs etc. Use contrary to this may result in loss of your bond and/or additional payments.   

Dogs may not be left unattended at the property at any time. We do not allow cats.

Change of linen/towels - the owners will change the linen and towels on the 8th day where guests have booked and paid for more than 7 nights. Linen and towels may be changed upon request for an additional charge of $40 per couple or room.

Damage, Breakages, Theft and Loss are the tenants responsibility during their stay. Guests are expected to notify management of any damage or breakages. Where the cost of the damage or breakage is greater than $20 guests will be asked to pay compensation. Where there is theft or loss full compensation will be required.

Departure - the property should be left in a similar state to its condition on arrival. Check-out time is 10:30 at the latest, to allow time to prepare the property for the next guests. 

Disturbance to our neighbours, including excessive noise, is prohibited and may result in termination of rental and loss of bond (if applicable).

Bond (if applicable) is payable at the same time as the balance amount. The bond will be refunded within 14 days in full subject to the above conditions being met. It is designed to cover any additional costs incurred including but not limited to, any breakage, damage or excess cleaning requirements, extra guests beyond those declared ..etc.  

Loss - the owners take no responsibility for the tenant's personal property.

Mailing list - Unless you notify us otherwise, we will assume, once you have stayed with us,  you are happy to be on our mailing list for the occasional newsletter and special offer. We will not share your information with any third party and will not bombard you with mail. You will also be given the opportunity to opt out whenever you receive emails from us.

Cancellation - If you cancel your booking at any time there are cancellation fees. For a further explanation on why fees are charged please visit our FAQ.

We will provide refunds under the following conditions:

 100% refund less fee: 21 days or more notice                                                                                                                                        50% refund less fee: 14-20 days notice
 25% refund less fee: 4-13 days notice

No refund will be payable if you cancel with less than 4 days notice.

Fee means:

Where you paid via Stayz Credit Card the fee is 10% or the greater of the the nearest dollar to 10% of the full tariff. For example if the tariff is $475 the deposit will be $48.

Where you paid by another method the fee will be 10% of the total tariff. If there are additional administration fees you will be notified in writing before you book.

For bookings via Stayz Online Booking Service

If you wish to vary or cancel your Booking please log in to http://www.stayz.com.au/login and amend your Booking.

Should you be eligible for a refund it will be made through Stayz Online Payment System and then credited to the credit card linked to your Booking.

Variations to these conditions may only be made by prior arrangements with the owner in writing. The owners reserve the right to change these conditions at any time. We recommend you print these conditions at your time of booking and on presentation of the printed version we will honour the conditions relevant to when you booked should you wish to cancel. Without proof of conditions that applied when you booked the owners will apply the conditions at the time of cancellation.

Complaints

We take complaints very seriously and will make every attempt to address complaints and issues with open ears and an open mind. 

If you have a complaint and would prefer to put it in writing rather than speak to us on the phone, could you please provide us with the following by emailing this information to info@daylesfordtownandcountry.com.au addressing it to Sue Wright and Lisa Brophy:

  1. Your name
  2. The name of the cottage you stayed in or have booked
  3. The date of your booking
  4. Your contact details - full name, email address, postal address and phone number.
  5. The complaint - could you please express your complaint by explaining what the complaint is and what outcome you wish to achieve. 

We will contact you, in writing, within 7 working days of receiving your written complaint. 

Where the outcome you have desired is not achieved you may wish to contact the company you booked through - for example Stayz or Airbnb and alternatively you could contact consumer affairs in your state.