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.

Cancellation Policy

Updated August 7th 2020

The following policy applies to Western Australian guests only.

Cancellation due to Coronavirus; if regional travel restrictions are enforced by the WA Government then the following terms have been added to our cancellation policy.

We are offering guests a postponement of their booking without penalty to another time/and or property, this must be reserved within 12 months of the original booking. Your deposit will be held as a credit for the new booking.

Cancellation (Standard)

Once your booking has been confirmed and receipted by PPA, any payments are non-refundable. However, if the booking is cancelled and we are able to re-book the property for your dates, we will refund your payment/s less a $200 cancellation fee.

The Booking Agent, PPA, recommends that the Guest takes out comprehensive holiday cancellation and protection insurance with a reputable insurance company to cater for any unforeseen circumstances which may arise including accident, ill health or any other matters beyond the Guest’s reasonable control.

For further information please refer to our Booking Terms & Conditions.

Can we have a party, gathering or an event at the property?

Absolutely not – our properties are for holiday accommodation only.  Shire regulations allow holiday homes to be rented for accommodation purposes only and not as a function venue e.g. for a wedding or party. Functions and gatherings of any kind are not permitted and, if evidenced, will be closed down immediately and your security bond forfeited in full.

Is there minimum night stay?

Our rates are based on a seasonal minimum night tariff. Low and mid season rates are based on a minimum 3 night tariff and high season is based on a minimum 7 night tariff. For example: if you stay during low or mid season, whether you stay 1 – 3 nights the tariff is the same. Please view our seasonal calendar here.

When do your seasonal rates / tariff change?

Our rates / tariff are based on 3 seasons – low, medium (mid) and high. Please view our seasonal calendar here.

What are the arrival and departure times?

Arrival time is from 3pm and departure time is strictly by 10:30am – unless otherwise arranged.

Do I need to bring any linen or towels?

All beds will be made up in advance of your arrival with premium quality hire linen.  The bathrooms will have bath towels, hand towels, face washers and bath mats, and the kitchen will have tea towels.

Beach/pool towels are not provided (unless stated otherwise in the property configurations & features) however can be arranged at an additional cost.

Can I have an early check in or late departure?

We try to accommodate requests for early check-in/late check-out however they are subject to availability and fees may apply. Early check-in /late departures can only be guaranteed 1-2 days prior to arrival/departure. Early requests do not guarantee early access/late checkout unless a full day’s rate is paid.

What is meant by a standard clean is included in the price?

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. Please 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 & 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.
  • BBQ cleaned.

If you wish to have our cleaners take care of these matters, please let us know in advance and we can happily organise for you (additional charges will apply).

How do I access the property and find out the property address?

We will send you an Arrival Information email seven days prior to your arrival. This will contain the property address and contact details for the property manager, who will look after you during your stay.

Guests must make contact to our property managers at least two days before arrival. Keys will be available at the property upon arrival. Guests will be provided with details of the key location and/or access codes via email from our property managers.

Can I invite friends to visit me at the house?

Our properties are set up for the quiet enjoyment of family and friends and the maximum occupancy at a property must not be exceeded. You can invite visitors to drop by for a few hours however it must not be for the purposes of a party or function of any kind. Visiting friends or family members are not permitted to stay overnight.

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

How can I pay?

Our preferred method is credit card however you may pay by direct bank transfer if transferring funds within Australia.

Online payments can be made through our website or by calling our office. We accept Mastercard or Visa and credit card bank fees of 1.5% apply. If you are an international guest who wishes to pay via direct bank transfer – please note international bank transfer fees are borne by the guest.

If you have made a last-minute booking, we require credit card payment in full prior to your arrival.

What is a refundable 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 were to occur during your stay, you would be accountable for the cost of repair.  Please notify your property manager of any breakages or damage as soon as possible, so repairs can be arranged in time for the next guest.

The bond also covers instances where extra cleaning is required, over and above the standard cleaning time of the property, or breaching our Terms and Conditions. For example: using the property as a venue for a function, wedding or party, excess noise etc.

The bond will be refunded to your nominated bank account or credit card depending on the method of payment you chose once the property has been inspected and cleaned. Please allow up to 7 days for this process to be completed. You will be notified by email once the bond has been refunded.

Can I swap to another property?

No. Your booking agreement is with the original holiday house and a change from one property to another would mean a cancellation of the original booking, and would therefore invoke the Cancellation Policy.

Do your properties have Wi-Fi and can you guarantee the quality of connection?

Wi-Fi is offered at the property owners’ discretion and not all houses have this facility.  Many of our properties do include free Wi-Fi (please view these properties).

The availability of Wi-Fi is noted in the features section of every property listing and can be selected as a feature during your property search. If your property doesn’t have Wi-Fi keep in mind that mobile reception is good at most of our properties and there are always plenty of local cafes and restaurants that provide this service.

Unfortunately, due to circumstances beyond our control, we cannot 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 peak season and school holidays) when the connection can be intermittent, slow or simply unavailable.

Do you have any properties that accept dogs and what are the term and conditions for these bookings?

Yes, we have a number of properties that allow pets. You can view our Pet Friendly Collection here or contact our booking consultants for more information.

Our pet friendly properties do have Pet Terms and Conditions which are outlined in our Bookings Terms & Conditions.

Can I book one of your houses for leavers?

No, sorry, we do not accept bookings from school students, school leavers or parents wishing to book accommodation for their child over Leavers.

Please visit the local City of Busselton website for comprehensive Leavers information and a list of accommodation providers.

Can I view/inspect the property?

Unfortunately, we do not allow property inspections.