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Ph: 02 6566 6116
Fax: 02 65 666 165
@ rhswr@bigpond.net.au





Real Estate Institute NSW Link

Frequently Asked (holiday accommodation) Questions

1. How do I find accommodation?

2. How do I make a booking?

3. When I book my accommodation, do I have to pay a deposit?

4. When do I have to pay the balance of my accommodation?

5. What time can I check into my accommodation?

6. What if I arrive earlier, can I check in early?

7. What time is check out?

8. Where do I collect the keys from?

9. What if I’m arriving out of office hours?

10. What if I’m departing before your office opens?

11. What if something breaks during my stay?

12. What should we bring with us?

13. What if we leave something behind?

14. How do I find my booked accommodation?

15. How do I rebook for Christmas next year?

16. Are pets allowed inside in pet friendly properties?

17. Do we have to clean the property before we leave?

18. What if the house is not left clean on our departure?

19. What if the house is not clean on arrival?

20. Are We Allowed to Have Extra Guests Stay for a Night or Two?

If you have a question which is not listed here, please contact us.


1. How Do I Find Accommodation?

http://www.southwestrocksaccommodation.com.au/holiday/availability
Enter requirements into the accommodation search fields and click search for accommodation.

2. How do I make a booking?

  1. Click inside the arrival window the calendar will pop up, select your date, repeat for departure date.

    Tip: hover your mouse over the to display advice on each feature of the page.

    The search results will show all available properties within the dates you have selected and the tariff for that full time is displayed
  2. Tip: You can refine your criteria by selecting the check boxes ie. Air-Conditioning or gas BBQ Don’t forget to click ‘clear all’ to begin a new search
    Tip: There is a map at the bottom of each property showing where the property is.
    Tip: Once you are viewing the property click make booking and fill in the form to secure your dates.
    If the calendars do not show the period of interest, select the year and month and click on [>>]
  3. Click on the arrival date, using the calendars.
  4. Click on the departure date using the calendars.
  5. Click on the [proceed] button.
     

3. When I book my accommodation, do I have to pay a deposit?

20% of the tariff plus administration fee of $30.00 is required as a deposit to confirm the booking and is payable when making the booking. All Credit card payments have the 2% bank fee passed on.

4. When do I have to pay the balance of my accommodation?

Balance of all outstanding monies is due seven (7) days prior to your arrival (exception of school holiday bookings when the balance is due 2 months before the booking, please refer to our terms and conditions) Payment may be made by bank cheque (made payable to Raine & Horne South West Rocks), money order, EFTPOS, Mastercard, Visa, direct deposit into our trust account or through our website. There is a 2% card fee on all eftpos, credit or debit card transactions. If you wish to pay your balance by internet banking please contact our office to have the details emailed to you.

5. What time can I check into my accommodation?

Check in time is from 1pm.

6. What if I arrive earlier, can I check in early?

In most instances your accommodation has only been vacated the morning of the day you are arriving. Please speak to our hospitality team the week before your booking to see if an earlier arrival is possible.

7. What time is check out?

Check out is strictly 9.00am. Often we have guests arriving to your accommodation on the day of your departure and require the time to clean the accommodation. Please speak to our hospitality team should you require a late departure and we will see if it is possible, charges may apply.

8. Where do I collect the keys from?

South West Rocks Bookings: Keys are collected and returned to the Raine & Horne South West Rocks office. We are located at 11 Paragon Avenue, South West Rocks NSW 2431. (KEYS WILL ONLY BE MADE AVAILABLE IF THE BOOKING IS PAID FOR IN FULL)
Hat Head Bookings: Please contact our office on 02 6566 6116 a few days before arrival and once full payment has been made to receive your lockbox code to enable you to retrieve your keys and access the property. (KEYS WILL ONLY BE MADE AVAILABLE IF THE BOOKING IS PAID FOR IN FULL)

9. What if I’m arriving out of office hours?

Our office hours are Mon - Fri 8:30am-5pm, Sat 8:30am-2pm & Sun 10am-12pm (except Public Holidays). If you intend to arrive outside these hours please call our office beforehand to arrange keys (KEYS WILL ONLY BE MADE AVAILABLE IF THE BOOKING IS PAID FOR IN FULL). All Keys must be returned to the office on departure.

10. What if I’m departing before your office opens?

We have a key return mail box located on the front of our building (left side).

11. What if something breaks during my stay?

Accidents happen and we appreciate if you let us know if property is damaged during your stay. Usually we will receive a quote to replace/repair the damaged property and can be paid from your credit card or you can send a cheque, money order or direct deposit to our account. If something was damaged on your arrival, please let us know immediately and we will endeavour to have it fixed as soon as possible.

12. What should we bring with us?

Linen is not provided, you will need to bring sheets, pillow slips, bath towel, bath mat, hand towel, tea towel and beach towels. Alternatively. Also, bring your perishable items! I.e.: toilet paper, toiletries, dishwashing liquid,washing powder etc. If you prefer not to bring linen, hire linen can be organised through either of the firms: SWR Laundry Service 0429 666 375 or Nola Burdett Linen Hire 0402804344

13. What if we leave something behind?

There is a $50.00 administration fee, for Raine & Horne SWR to collect items that have been left behind at properties. it is also the guests responsibility to organise postage or a courier to receive their belongings back at their own cost. If a housekeeper brings lost property to our office, it will be stored in our lost property bin for 1 week. If it is not claimed within this time frame, the items will be taken to the local op-shop.

14. How do I find my booked accommodation?

If you do not know the area, ask and we will provide a map that has the location of the property marked when you collect your keys.

15. How do I rebook for Christmas next year?

With the high demand of annual Christmas rebookings, Raine & Horne South West Rocks would appreciate if you could make your rebookings by the first Thursday of your present booking and confirm with the required holding deposit. For Christmas rebookings, the balance must be paid 2 months before the date of the booking.

16. Are pets allowed inside in pet friendly properties?

All of our properties are strictly no pets inside. Guests with pets do need to understand other people will be coming in after you, they may have a pet allergy and they could fall ill or worse due to a pet allergy. This is something we take very seriously. If a property is found to to have had a pet inside on departure a flea spray fee and extra clean will be charged. If you do bring your pet to a non-pet friendly property you will be asked to leave immediately without refund and a flea spray and extra clean fee will be charged.

17. Do we have to clean the property before we leave?

As stated in our terms and conditions, you need to leave the property in a clean and tidy state upon departure. This would include a stripping of your bed if you have hired linen, washing and putting away and dirty dishes you have used taking out your rubbish (and putting the garbage bin out if it was not emptied during your stay) leaving the BBQ as you found it – clean) and maybe giving the floor a once over sweep or vacuum.

18. What if the house is not left clean on our departure?

Once the housekeeper enters the property, depending on how bad the property has been left, there may be an extra cleaning fee starting at $70.00. An extra cleaning fee of $70.00 may also apply to the BBQ if it is not left clean on departure.

19. What if the house is not clean on arrival?

Please contact Our office immediately (after hours numbers are on the office door). We can send a housekeeper promptly over at a time that suits you to fix any challenges you may be having with the cleanliness of the property. No complaints seeking compensation will be accepted after the first day of your booking.

20. Are We Allowed to Have Extra Guests Stay for a Night or Two?

The number of people in a property is strictly limited to number is advertised on the property descriptions for each property individually. No tents to are be erected on the property and no caravans or campervans are to be parked on the property and or connected to the property’s electricity. This will be consider a breach of your rental agreement.