1. Fine Print

– Check-in time is 3 pm and check-out time is 10 am.

– NO SMOKING both inside and outside.

– Sorry, not suitable for pets.

– No parties or events. Quiet hours after 10 pm.

– A refundable bond is required per booking.

– Portacot and high chair are available to hire.

– Minimum of 2-night stays.

– There must be one guest who is over the age of 25 staying.

– Beach Towels are not included.

2. Booking Confirmation

Thank you for visiting our website, www.dshh.com.au (the Website). By submitting a booking request for a property on our Website, you (referred to as “the guest”) agree to abide by these terms and conditions (referred to as “Terms”).

Upon submitting a booking request through the Website, DownSouth Holiday Homes Limited (referred to as “DownSouth Holiday Homes”) will contact you within two working days to inform you of the confirmation or non-acceptance of the booking request.

The acceptance of a booking request is solely at the discretion of DownSouth Holiday Homes. If your booking request is not accepted, DownSouth Holiday Homes will promptly refund any charges for accommodation, service fees, and add-ons. However, please note that it may take up to 5 working days for the refunded amount to be credited back to your account by your credit card provider or bank.

3. Booking Periods and Minimum Nights

For long weekends, a booking is typically for a duration of three nights, unless stated otherwise. However, if your booking includes the Easter period, a minimum stay of four nights is required.

During all other times, there is a minimum stay requirement of two consecutive nights, unless a specific property listing specifies a longer minimum stay. We may consider bookings for a shorter duration within 2 weeks of the holiday periods.

Booking for the Number of Persons and Maximum Capacity

Bookings must adhere to the maximum number of people allowed as specified in the property listing, regardless of the available beds in the property. In the event that a booking request is not accepted due to the number of individuals in the group exceeding the maximum limit for the property and/or the specified time period, any funds collected from the prospective guest will be refunded, with the exception of the non-refundable service fee. The booking is valid for the

number of individuals and group configuration indicated in the booking request. Any changes to the booking must be communicated in writing to the DownSouth Holiday Homes Support Office and require their approval to ensure the booking remains valid.

4. Cancellations and Booking Changes

In the event of a cancellation or a request to reduce the number of nights before the start of your stay, any accommodation costs and service fee paid will be forfeited, and no refund will be issued.

If you cancel the booking after the final payment due date, you will still be responsible for the remaining balance of funds due for the reserved stay period.

If DownSouth Holiday Homes successfully re-books the cancelled or reduced nights, the applicable amount paid for the re-booked nights will be refunded, minus a 15% administration fee. The guest must contact the DownSouth Holiday Homes Support Office no later than 21 days after the original start date of the cancelled or reduced booking to determine eligibility for a refund on the re-booked nights.

If you choose to depart prematurely during your booking, no refunds will be provided.

Presence of the Booking Maker During the Stay

As the individual making the booking, you are required to be present and on-site at the property for the entire duration of the stay, unless written consent has been obtained from the DownSouth Holiday Homes Support Office.

5. Rent and Damage Waiver

All guests have the option to utilize our deferred payment plan by paying a 30% deposit and the non-refundable service fee. The remaining balance of the booking cost will be charged to the credit card 30 days prior to the scheduled stay. The credit card used during the booking request will be used for any additional payments.

The rates for a Property are valid and applicable at the time of booking, regardless of any subsequent changes. Additional rates may be applicable under the special conditions of a specific property, which will be in addition to the nightly rental rate. Rate specials are only valid at the time of booking and must be applied during the booking process. Weekday specials apply to Sunday nights through Thursday nights.

A Damage Waiver will be included when making a booking, which provides protection for you and your group against damage to the property or its contents (excluding damage caused carelessly, recklessly, maliciously, or intentionally) up to a specified amount. Please refer to the detailed information provided during the booking process. Any damage exceeding the waiver amount will be charged to the credit card used for the booking.

6. Key Collection and Property Access

Prior to your arrival, we will send you an email containing all the necessary arrival information. This email will include the access codes for the lockbox and the exact location of the lockbox on the property.

7. Check In and Out Time

Check-in time is at 3:00 pm, and check-out time is at 10:00 am. These timings apply throughout the year.

Confirmation of early check-ins or late checkouts can only be provided on the day of arrival or departure, depending on the availability of the property due to other bookings.

If early check-in or late checkout is approved, an additional fee of 25% of the nightly rental rate will apply. For departures after 5:00 pm, a full night’s rental charge will be incurred.

Regarding cleaning and rubbish:

It is required that the property is left in a clean and tidy condition, identical to its initial state.

Failure to do so will result in charges for additional cleaning at the following rates (+GST):

a. Standard cleaning, washing, laundering: $55 per hour

b. Abnormal or unreasonable cleaning and odour removal: $110

c. Rubbish and recycling removal: $50 plus tip fees

If you have opted for the prepaid cleaning option, the number of hours included in the pre-paid cleaning will be based on your selection. Pre-paid cleaning fees are non-refundable. Any excessive or unreasonable cleaning and rubbish removal beyond the pre-paid amount will be charged as an additional fee, calculated based on the additional time required.

All costs associated with cleaning and rubbish removal will be deducted from the credit card used for the booking.

8. Linen

DownSouth Holiday Homes offers a comprehensive linen service for your convenience. The linen package includes a bottom sheet, top sheet, pillow case(s), towel(s), tea towel(s), bathmat, and face cloth(s). Rest assured, the beds will be beautifully made up before your arrival, and the linen will be promptly collected after your departure. This linen service is extended to all adults and children included in your booking group.

9. Additional Services and Charges

Please note the following additional charges and fees:

A service fee: The entire service fee will be included in the initial payment. It is calculated as a percentage of the total booking amount, excluding any extras or add-ons.

A fee of $25 will apply for each booking change requested.

In the event that your credit card is declined during the final payment processing, a fee of $12.50 will be charged. It is important to keep your credit card details updated to avoid cancellation of your booking, along with the loss of your deposit and service fee.

Lost keys will incur a charge of $30, while the replacement or repair of a lost/damaged Welcome Guide or Discover Pack will be charged at $25 each.

If it becomes necessary to engage third parties to resolve any issues during your stay, an hourly organizing fee of $30 will be applicable. However, if the holiday manager is required to personally address and resolve the issues at the property, a rate of $45 per hour will apply.

Any missing linen will be charged at its replacement cost.

For damaged or missing items, a handling fee of 14% of the repair or replacement cost will be imposed.

In the event of unpaid charges, any debt collection and legal fees incurred in the process of collecting the outstanding amount will be the responsibility of the guest.

Please be aware that these costs will be deducted from the credit card that was used for the booking.

10. Other Rules to ‘Respect the House’

In addition to the information stated in these Terms and Conditions, and to protect the rights of DownSouth Holiday Homes, failure to comply with the following rules may result in eviction from the property and/or charges of up to $500 per occurrence:

– Pitching caravans or tents on the property without written consent from the DownSouth Holiday Homes Support Office.

– Hosting parties, events, weddings, receptions, stag/hen festivities without written consent from the DownSouth Holiday Homes Support Office. This includes inviting additional unauthorized guests.

– Exceeding the maximum number of occupants specified by DownSouth Holiday Homes Support Office without prior written authorization.

– Smoking on the property unless explicitly permitted in the property listing.

– Engaging in abusive behavior, including verbal or physical abuse towards DownSouth Holiday Homes representatives, property owners or their representatives, or neighbors.

– Creating excessive noise or disturbances that cause inconvenience to neighbors or the local community.

– Engaging in illegal activities or the use of illegal substances at the property.

– Engaging in actions that could potentially invalidate the property’s insurance policy.

– Moving or rearranging furniture without permission.

– Cutting keys or obtaining remote door controls for the property.

– Tampering with smoke alarms.

– Leaving fireplaces, ovens, or any other cooking appliances unattended.

– Making a booking on behalf of another person without intending to stay at the property during the designated period.

– Bringing unauthorized pets onto the premises or allowing pets inside the house if the property only permits outdoor pets.

In the event of eviction, all payments made will be forfeited, and the holiday manager may remain on-site until your departure. A mandatory exit cleaning will be arranged by your holiday manager, and the associated cost will be charged to the credit card used for the booking at a rate of $35 per hour.

11. Water

Water is a valuable resource in our holiday destinations, especially in areas where properties rely on tank water rather than public town supply. It is important to be mindful of water usage during your stay. DownSouth Holiday Homes reserves the right to charge for excessive water usage. Please refrain from washing boats, jet skis, kayaks, or other water toys unless you have obtained written consent from the DownSouth Holiday Homes Support Office. If the water supply runs out within 7 days of your departure due to excessive water usage, you may be responsible for covering the cost of refilling the tank..

12. Reporting a Complaint

If you encounter any problems during your stay, it is important to inform the holiday manager promptly. In the event that you are unable to reach the holiday manager or if you are dissatisfied with the resolution provided, please contact 0447 576 884 or the DownSouth Holiday Homes after-hours urgent care line at 0447 576 88 between 4:30 am and 8:00 pm.

13. Unavailability

In the event that the booked property becomes unavailable for any reason after your booking request has been confirmed, DownSouth Holiday Homes reserves the right to relocate you to an alternative property within the same community or a nearby community that can accommodate your booking. If an alternative property cannot be arranged, DownSouth Holiday Homes will cancel the booking and provide a refund for the applicable accommodation, service fee, and add-on payments made. Neither DownSouth Holiday Homes, its holiday manager, nor the property owner will bear any additional liability regarding the unavailability of the property after the booking.

14. Liability

The use of amenities, such as kayaks, canoes, surfboards, bikes, and spa pools, is undertaken at your own risk, and neither DownSouth Holiday Homes nor the property owner will be held liable for any injuries, losses, or damages incurred by you or any other individuals.

Before your departure, it is important that you inform the DownSouth Holiday Homes holiday manager of any loss or damage that may have occurred at the property during your stay. You will bear full responsibility for all costs, including direct and consequential expenses, as well as the time and efforts of DownSouth Holiday Homes, the property owner, and their representatives, associated with repairing or replacing any damages o the property and/or its contents, as well as any lost income or other related expenses. None of DownSouth Holiday Homes, its agents, contractors, or the property owner can be held liable for any events that are beyond their reasonable control, or for any losses or damages suffered by you or any other individuals during your stay, including any damages to the property.

15. Prices and Payments

The prices shown on this website are denoted in Australian Dollars and are subject to change without prior notice. DownSouth Holiday Homes is an Australian-owned company. To book and pay for accommodation, a valid credit or debit card must be used on the www.dshh.com.au website, with Visa or Mastercard being the accepted card types. For security purposes, DownSouth Holiday Homes does not retain your credit card information, requiring you to enter it for each booking transaction on www.dshh.com.au. Payment processing is handled through Stripe for your convenience.

16. Contract

DownSouth Holiday Homes functions as the agent representing the owner of the accommodation.

NOT APPLICABLE UNDER RESIDENTIAL TENANCIES ACT:

The Guest and the Owner mutually acknowledge and agree that the Rental Agreement, subject to these conditions, is solely intended to grant the Guest the right to occupy the premises for a holiday, as defined in Section 5 (2) (e) of the Residential Tenancies Act 1987, as amended (“the Act”). Both parties confirm that the provisions of the Act shall not be applicable to the Rental Agreement.

Privacy and Disclosure Statement 

[Last updated 21 February 2025]

Thank you for making a booking with us or coming to stay. We look forward to providing you with an enjoyable experience. By booking or staying with us, you are consenting to our use of your personal information as disclosed in this statement. This statement has been made available to you prior to your stay to enable you to give informed consent. 

If you are a ‘rogue guest’, we may share your information with Good to Book.

We are a member of Good to Book (GtoB), an on-line, searchable data-base with servers based in Australia but providing services around the globe. GtoB provides a platform for accommodation providers to upload data about rogue guests and to search potential or booked guests by name to see if they have had a rogue guest listing on the GtoB database within the last 3 years. 

As a member of GtoB, we may upload information about rogue guests to the GtoB database. By making a booking with us, you expressly consent to us sharing your personal information with GtoB if we believe you are a rogue guest, and for GtoB to use your information in accordance with their Privacy Policy https://goodtobook.com/privacy-policy/.  

The personal information we collect from you for use on the GtoB database is voluntary. This means you do not have to give it to us however we may refuse our accommodation services if you don’t provide the information and agree to these terms. Remember: We will only upload your personal information to the GtoB database if you are a rogue guest. We have obligations with GtoB to be honest and fair when uploading information or using the GtoB platform and we take these obligations seriously. 

By ‘rogue guest’ we mean a guest that has caused damage to the accommodation property, caused excessive cleaning requirements, been violent, exhibited behaviour that required the police to become involved or otherwise treated the property, guests, owners or staff in a manner unacceptable to industry standards.

The GtoB database also sends alerts to local registered accommodation providers if a rogue guest has stayed in their area and access is made available to the police for law enforcement and tracking purposes.

Why do we use the GtoB platform?

We use the GtoB platform as a risk management tool. If we can reduce the number of rogue guests staying with us, we can offer a better experience to our great guests and keep our overheads lower.

What do you consent to?

By booking or staying at our accommodation, you agree to the collection by us of your personal information and the personal information of any guests staying with you. This includes the collection of a scanned copy of acceptable identification. 

By making the booking you are telling us you have the consent of your guest(s) for us to collect and use their personal information as well. You should provide a copy of this statement to any person you are booking on behalf of. 

By booking or staying with us:

• You consent to our storage and use of your personal information for our own business purposes as set out in our privacy policy [
• You consent to our use of your personal information and that of any guests staying with you to search the GtoB database to make sure there are no rogue listings matching your details; and
• You consent to us providing your personal information and that of any guests staying with you, to GtoB via their platform, if we form the view that you are a ‘rogue guest’. Note that we will only upload your information to the GtoB platform if we encounter problems with your conduct during your stay. GtoB will then store and use that information for their own business purposes in accordance with their own privacy policy; and
• You consent to your personal information being transferred across Country borders. For example, if you are a New Zealand resident, you consent to both us and GtoB transferring your information outside of New Zealand. Depending on which Country you are in, your personal information may be transferred to a Country that does not have the same or as high a level of protections available under local laws, as are available under the privacy laws in your Country. 

You can find the privacy policy for GtoB at https://goodtobook.com/privacy-policy/

Any information we upload to the GtoB platform is uploaded for evaluative purposes. The information will be used by other GtoB members to evaluate if they wish to enter into a contract with you to provide their accommodation services to you in the future. 

How do we use the information available on the GtoB database?

If you make a booking with us or show up at our accommodation seeking a booking, we will search your name, and potentially the names of any persons staying with you, in the GtoB database. If your name shows up as a rogue guest, we may refuse your stay (and will refund any money you have paid to us) or we may impose additional requirements on your stay (for example, a higher-than-normal security bond). 

What information can we upload to the GtoB database?

If you cause damage to our property, excessive cleaning or are otherwise violent, abusive or problematic (for example if we need to call the police for any reason), we will upload your information into the GtoB database to alert other accommodation providers about your conduct. The information we will upload includes your full name, any other name you have used, the names of any persons travelling with you, an image of the identification you produced at check-in and its relevant department number (for example, your driver’s license and number), security footage or other recorded footage which identifies you (if any), your car registration number and state of registration and further information around your stay. We will also hold this information in our own records together with any supporting evidence we have. We do not have any obligation to let you know we have uploaded your information and any information we upload to the GtoB database is also confidential. You will not have the right to see the information we upload.  

If you are listed as a rogue guest, what is the consequence to you?

Your details will be entered into the GtoB database and any other accommodation providers who are members of GtoB can search your details and receive alerts about your conduct. If you request to stay at other accommodations while you are listed on the GtoB database, accommodation providers who are GtoB members may either refuse you accommodation or impose restrictions on your stay. 

Access to the GtoB database is also made available to local law authorities, although this is not the core purpose of the database.

How long will my personal information be used by GtoB

Your information will remain in the GtoB database for 5 years from the date your information was last uploaded to the platform. You can contact GtoB directly if you have questions about their platform or your listing. Their email address is [email protected].