Code of Conduct
Summary
The property must not be used by more than the number of guests booked and paid for on your reservation, either visiting or staying at the property, without written approval. The maximum number of guests permitted to overnight at the property is 6. All guests must abide by our Code of Conduct and are required to ensure noise levels are kept to a minimum from 10pm until 8am the next morning.
Pets are not permitted at the property.
Smoking is not permitted inside the property. Please smoke in the designated areas.
No commercial activity is to take place at the property.
The Property is not a “party house” and any such activities are strictly prohibited; and any celebration or entertainment that includes Hens/Bucks, Parties, Groups/Gatherings are NOT permitted.
Tents, caravans and other structures are not to be erected or occupied at the property at any time including inflatable pools.
The responsible renter must be at least 21 years of age. Guests under 21 years of age are welcome but must be accompanied by a parent or guardian.
If you encounter any issue, before, during or after the stay you must contact our team on 0405 229 892, so that we can attempt to correct the issue promptly. No compensation will be considered unless we have been informed during the stay and allowed the opportunity to remedy the issue. Our team are available 24 hours a day, seven days a week.
Failure to comply with these codes may result in a claim at QLD Civil and Administrative Tribunal (QCAT), termination of the licence to occupy the property, eviction, registration on exclusion registers, and/or reviews on booking sites.
1. Guest Information and Obligations
It is a condition of your stay that you adhere to our Code of Conduct and the Good Neighbour Policy, and that you leave the property promptly after completing the departure checklist. Guests must always abide by the local council and state planning laws and guidelines regarding short term residential accommodation.
2. Responsible Renter
As the responsible renter, you agree to be an occupant of the property for the entire duration of the stay. All other occupants will be family members, friends, and other responsible adults over 21, or accompanied by a parent or legal guardian.
3. Inappropriate Bookings
The Property is not a “party house” and any such activities are strictly prohibited; and any celebration or entertainment that includes Hens/Bucks, Parties, Groups/Gatherings are NOT permitted.
We reserve the right to refuse any booking that it feels may be inappropriate or that falls across any of the above groups. We are not obliged to offer any form of refund or compensation to the guest for bookings that it feels may be inappropriate or that falls across any of the above groups.
4. Security
Whenever you are absent from the Property, close all windows and doors to maintain security and prevent rain and water damage. To prevent theft of or damage to furnishings or your personal belongings, you agree to close and lock doors and windows when you are not present at the property and upon check out. Should you not be able to secure the property you must contact us on the number provided to you, immediately. We will not take responsibility for any loss of guest belongings during or after your stay.
5. Garbage
You must take any excess rubbish with you that does not fit in the provided bins when you leave. If it is bin night during your stay or the day of your departure you are required to put the bins out on the kerb. You will find a bin night notification at the property. You will be charged a tipping fee if excess rubbish is left at the property or if the garbage bin is not put out on bin night as requested. Please insure that all seafood is double wrapped before placing in wheelie bins.
6. Loss and Damage
All damages, breakages or losses to the property, furniture and furnishing are to be reported immediately. Should you discover a fault or breakage when you arrive, you must contact us, or the host on the number provided to you, immediately to avoid being charged for this damage.
7. Issues before, during or after the stay
If you encounter an issue before, during or after the stay, you must contact us on the number provided to you, immediately so that we can attempt to fix it. We will not be able to consider compensation unless we have been afforded the opportunity to remedy any issue. We will do our best to provide attention for any issue but cannot guarantee a fix.
8. Smoking
Smoking is not permitted inside any of our properties. If you need to smoke, you must do so away from the property to ensure that the smoke does not enter the property. If evidence of smoking inside the property is detected, you will be charged for steam cleaning of furniture, laundering of all soft furnishings and linens, plus replacement of linen where necessary.
9. Third party services
Should you engage the services of a third party during your stay such as a caterer, beautician, massage therapist etc., it is your responsibility to ensure that they adhere to the Code of Conduct and hold appropriate Public Liability Insurance. We will not take any responsibility for any issues arising where a third party has been involved.
10. Number of guests
Our holiday property is equipped for a maximum of 6 guests. No mattresses, tents, caravans or more cars than the property accommodates are allowed. It is against Health Department Regulations for more persons to occupy a property than there are beds to accommodate them. The guest limits apply for the duration of the booking.
11. Parking
Vehicles may park in the designated parking areas only, with a maximum of four vehicles permitted at any one time. Please note the No Standing road signs and yellow line markings of our street and comply with these to avoid parking fines and towing of vehicles at the expense of the vehicle owner.
12. Noise
If you or any other guest receives a warning regarding excess noise or excess guests, you may be asked to leave the property IMMEDIATELY with no moetary refund. Noise audible outside the property is prohibited between 10pm and 8am the next morning. In addition, if our staff, security guards or the police are called to the property to deal with noise complaints or excess guests, or if we receive complaint/s from the neighbours during or after your stay, a fee of $500 per offence will be charged. Noise disruption for these purposes includes loud behaviour of any type that disrupts the peace and quiet of others; intrusive or abusive language; loud music or any other sounds affecting other residents that is audible outside the boundaries of the property.
13. Good neighbour policy
The property is a privately-owned home, and we enforce a ‘Good Neighbour Policy’. Please treat the property with the same care you would use with your own residence and leave it in the same condition it was in when you arrived. All occupants of the property agree to conduct themselves throughout the stay in a manner that is respectful of and not disruptive to neighbours, traffic flow, or the community and that will not prompt complaints to us from the police, local council, neighbours, or neighbourhood. You and other occupants agree to abide by all applicable parking restrictions and limitations.
14. Recreational Activities
Under no circumstances are the following activities permitted: motorbikes; dirt bikes; quad bikes; use of firearms; air rifles; fireworks, or any fire related activities other than those that are fixtures at the property. A $1000 fine plus costs to remediate will be payable if a guest or visitor to the property is in breach of this term.
15. Pets
Pets are not welcome at our home. If evidence of a pet is discovered you will be charged for steam cleaning of carpets, furniture and/or mess left by the pet/s.
16. Criminal Activity
Use of the property for any criminal activity is prohibited and may result in fines or prosecutions. This prohibition extends to the use of the property’s internet service, if any, for criminal activity. We will cooperate with any investigation of alleged criminal activity at the property during the stay.
17. Guest property
Guests are solely responsible for their belongings whilst staying at the property and are required to take the usual steps to prevent any property loss, including locking premises and vehicles when not attended. If personal property is left behind, it is the guest’s responsibility to return it by providing us with a suitable prepaid satchel for its return by Australia Post. If not claimed within 30 days, unclaimed items will be donated to charity. Guests must be responsible for their own property. We cannot be held responsible for forces of nature which result in damages or loss to guest property.
18. Emergency / Fire Evacuation Plan
Please note our house is fitted with three smoke alarms. In the event of an emergency or fire please make your way to the nearest exit (refer to our emergency fire plan). Once safely outside in the muster location please call 000.
19. Code of Conduct / Bad Books Register / Traveller Feedback
By making this booking you hereby agree that if you or any occupant covered by this booking breaches our terms and conditions or any of the terms in the QLD Fair Trading Code of Conduct, your name, phone number, home address and email address, as well as those of any guest staying with you along with details of the breach/es may be registered with any industry exclusion register and on the QLD Fair Trading code of conduct registers and shared with other members of the short term rental industry. Traveller feedback may also be entered onto the applicable online portals. We reserve the right to refuse or cancel a booking where a guest is registered on these sites or has received negative feedback from other booking sites or travel agents.
20. Complaints
Guests have an obligation to report any problems or incidents promptly. Guests (and other parties) with formal complaints should in the first instance approach the owner/manager. If the complaint cannot be resolved amicably and immediately, the complaint will be recorded in writing. This record will indicate
a) Date and time received;
b) Name and designation (e.g. Guest, neighbour, council, police etc) of complainant;
c) Contact details of complainant;
d) Nature of complaint;
e) Action taken (by whom and when); and
f) Outcome and/or further action required (e.g. community consultation, meet with council, meet with local police, review management systems or issue resolved.)
Complaints will be handled:
a) Initially by the Manager;
b) If not resolved in (a) then through the relevant Participating Organisation (eg. Booking.com,
Airbnb etc); and
c) If not resolved in (b) then through the relevant state or territory Fair Trading or otherauthority. Where the owner/manager has a complaint concerning guests, it will be raised initially with the guest/s. If the matter cannot be resolved amicably, the complaint will be put in writing in the same format as indicated above. The consequences of not complying with the Terms and Conditions requirements are indicated below
21. Consequences of not meeting this Code of Conduct
Where required to ensure compliance, we make you aware that:
a) the consequences of not meeting the requirements of this Code of Conduct can include enforcement action from:
i. the Owner and its agents including Manager and security services;
ii. local councils or; and
iii. in some instances, the Police.
b) Enforcement action is subject to the Australian Consumer Law and other relevant legislation.
c) Such enforcement action could result in termination of permission to occupy the Property, eviction, loss of rental paid, deductions from security deposits and extra charges.
d) It is therefore important for all Guests to be aware of their obligations and of their responsibilities in regards to the Property aware of these requirements.
Guest Commitment
By signing my name below:
I acknowledge that I have reviewed the above listed Code of Conduct and understand my responsibilities as listed above.
I agree to report any actual or potential situation or incident that may be contrary to the above Code of Conduct as soon as I become aware of it.
I agree to abide by the above Code of Conduct and I understand that my failure to follow the above may result in termination of permission to occupy the Property, eviction, loss of rental paid, deductions from security deposits and extra charges.
Please note this information is required by Whitsunday Regional Council and is held strictly confidentially and will not be given out unless required by Whitsunday Regional Council or Emergency Services.