Frequently Asked Questions

If you’ve got a question that’s not answered below, please contact us. We’d be happy to hear from you.

What is meant by "prices include a standard clean"?

A standard post-departure clean is included with every booking.

Guests simply need to leave the property in a clean and tidy condition by adhering to the following conditions:

  • Emptying all inside bins and taking all refuse to outside bins. Use the bin bags provided.
  • Removing all foodstuffs from the fridge and freezer and ensuring the fridge is wiped out and left clean.
  • Wiping food and grease from all kitchen surfaces (including the griller and BBQ).
  • Washing and putting away all dishes.
  • Returning all items and furniture belonging to the property to their original positions and leaving the property neat and tidy.

If you wish to have the cleaners take care of these matters, please phone your caretaker well ahead of your departure. The property manager can then inform you of the expected “excess cleaning” charge.


Do I need to bring my own linen and towels?

No. Unlike other booking agencies that charge additional fees for linen, or even extra costs for bed-making services, our prices include all linen and all beds ready and waiting for you.

All beds will be made up in advance with quality hire linen, and all bathrooms will have towels, hand towels, face washers and bath mats. In fact, each Private Properties self-catering rental comes fully equipped with everything you should need for a comfortable and enjoyable stay: tea towels, toilet paper, cleaning products, a fully equipped kitchen and laundry, plus a small supply of bathroom soaps and shampoos are provided.

Cots, high chairs and pool towels can be hired at most of our properties.

Can you guarantee the quality of wi-fi or internet connection at advertised houses?

Unfortunately, we can’t guarantee the speed and constant availability of wi-fi or internet services at our advertised properties. Although we make every effort to ensure these services are set up and working well, there are times (particularly during High season and school holidays) when the connection can be intermittent, slow or simply unavailable and we regret that this is out of our control.

Why do some properties say they sleep 8 but are also described as "6+2"?

Some properties have trundle beds, sofa beds and bunk beds (and in some cases beds in open-plan living areas) and this may not be obvious to guests at first glance.

For the comfort of guests, we draw attention to minor beds by using the “+” symbol on a property’s Overview page. So where you see “6+2”, it is simply suggesting the property may suit six adults and two children better than eight adults. Of course, many adults are happy to sleep on bunk beds and so this would be at their discretion.

For more details about the bedding configuration, you can look at a property’s Features page where everything is itemised.

Why do some properties limit the number of adults staying?

Some properties have limitations on the numbers of adults staying either at the request of the owner or due to the bedding being highly unsuitable for adults.

Do you have any houses that accept pets?

Yes. We have a number of properties allowing pets. Please contact our booking consultants for more information or view our Pet Friendly collection.

Before a guest is permitted to book a holiday with their pet, they must agree to the Pet Terms and Conditions.

What are your terms and conditions for booking with pets?

Pet Terms & Conditions

Pets are only permitted at pet-friendly properties with the prior consent of Private Properties and the property Owners. An additional accommodation charge may be made for pets.

Any specific terms for pets must be adhered to. Where pets are permitted, they are to be kept under control at all times. The Guest is responsible for any damage caused by pets whether inside or outside the property. If extra cleaning is required as a result of a Guest having pets in the property, this may be deducted from the Security Bond.

Pets are not permitted into bedrooms or on the furniture at any time.

Neither Private Properties nor Owners can accept responsibility for pet safety. Guests agree not to leave pets unsupervised or alone at the property at any time.

Pets should be cleaned and fully dried off before being allowed to enter the property after being outside.

Guests agree to bring their own pet bedding, food bowls and other pet items to the property as, unless specified, these items will not be available at the property.

Guests must dispose of pet faeces and this is to be done in a clean and sanitary manner.

Private Properties or the Owners cannot guarantee that pets have not been kept previously at the property.

Additional pet restrictions may apply at some properties. These will be detailed in any Property Specific Terms and Conditions. Guests should ensure that any arrangements in place for pets at a property, including these terms, are suitable for their pet prior to booking.

What are the arrival and departure times?

Arrival time is 3pm and departure time is 10:30am. All requests for an extension to these times (usually only possible during Low and Mid seasons) must be directed to the property manager closer to arrival date.

Once you have paid your holiday account in full, we will send you the contact details for the property manager.

How do I find the property address and get the keys?

Once you have paid your holiday account in full, we will send you an Arrival Information email containing the property address and the contact details for the property manager, who will look after you during your stay. The caretaker will let you know about key collection and how to access the property.

Guests must contact their property manager at least five days before arrival.

Why am I charged for paying by credit card?

Payments via Visa and MasterCard credit cards attract a 1.5% surcharge.

If you want to avoid this charge, you have the option of paying your holiday account via direct bank transfer or cheque (unless you have made a last-minute booking, in which case a credit card payment will be required).

Why do I have to pay a security bond?

All our holiday houses are much-loved private homes containing personal belongings and household items that we need to protect. The security bond is paid by you on the acceptance that if damage was to happen at the house during your stay, you would be accountable for the cost of repair.

Although we understand that accidents sometimes occur, we do ask that you notify the property caretakers of any breakages or damage as soon as possible so that the house can be fully prepared in time for the next guest.

The bond also covers instances where extra cleaning is required (over and above the caretaker’s standard cleaning time at the property), if this extra cleaning is as a result of guests not fulfilling the stay conditions outlined in the Arrival Information email and Booking Terms & Conditions.

Guests also run the risk of forfeiting their bond if they breach other conditions of their stay, for instance using the property as a venue for a function eg. wedding or party.

What is the difference between a deposit and a bond?

The “deposit” refers to the amount payable with three days to secure a booking. It is roughly calculated at one-third of the total property rent. The refundable “security bond” (usually $1,000 for houses and $500 for apartments), is payable within three weeks of arrival and at the same time the final holiday balance is due.

What is the property manager fee?

With the exception of our Dunsborough apartments, all holiday house bookings attract a $66 property manager fee (GST inclusive) that covers the property manager’s administrative and on-call costs.

Can I change my arrival date?

Possibly, depending on how much notice you give us.

We may be able to change your arrival date by a few days or even up to a week depending on other guest bookings. Last-minute requests for an earlier arrival date would have to be confirmed with the property manager first.

Date change requests involving a different month or tariff season may not be possible, however, unless the property owner agrees.

Can I swap to another property?

No. Your booking agreement is tied to the original holiday house and a change from one property to another would mean a cancellation of the original booking.


When and how will my bond be refunded?

Once we have checked with the property manager that your bond is OK to refund, the bond is refunded within seven days of departure. If you paid your bond by credit card, we will automatically refund the amount to that same card. If you paid by bank transfer, you will need to supply us with your local or international bank details.

What is your cancellation policy?

Once your deposit has been receipted by Private Properties, your deposit is non-refundable and you are liable for the full balance of the rental.

If you need to cancel your booking you must advise us in writing. If the booking is cancelled more than six (6) weeks from the date of commencement of your booking you will be released from liability for the balance of the rental. The deposit is still non-refundable.

If you provide written notice less than six (6) weeks prior to the date of commencement of your booking, you will be liable for the full balance of the rental and the deposit will not be refunded.

Where a cancellation is requested, Private Properties will endeavour to re-let the property for all the dates you have booked in order to achieve the best outcome for you and the Owner. If we are successful, you will be released from liability for the balance of the rental. Your payments will then be refunded less a cancellation fee of $200.

Can I invite friends to visit me at the house?

Yes, you can invite friends to your holiday house however it must not be for the purposes of a party or a function of any kind. Also, your visiting friends or family members are not permitted to stay overnight.

Our property managers are quite vigilant and guests will be asked to vacate a property immediately if any of these conditions are breached.

Our properties are set up for the quiet enjoyment of family and friends and the maximum occupancy at a property must not be exceeded.

Why do you ask for feedback after my departure?

We rely on our valued guests to give us feedback about their stay. This helps Private Properties and our property owners to maintain high standards at the house and to also improve the facilities at the property if needed.

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