TERMS & CONDITIONS
Valley Ranges Getaways is also referred to as VRG
All bookings made with VRG are subject to the following terms and conditions and the person making the booking will be deemed to have accepted these Terms and Conditions on behalf of all persons who will be staying at the property under the booking once any payment is made in relation to the booking.
In these terms and conditions:
a. Valley Ranges Getaways means Karmelia trading as Valley Ranges Getaways or VRG and is sometimes referred to as "Management or The Manager"
b. Booking means the period for which you have stayed, or intend to stay, at the property.
c. "Property" means the premises you have booked and all its fixtures, fittings and equipment.
d. "Guests" means the persons who have stayed overnight in the property during the booking.
e. "Visitor" means a person or persons a guest permits to visit the property during the booking.
f. "Owner" means the person, persons or legal entity that owns the property.
g. "Full house" rate means a tariff applied that includes use of all bedrooms at the property regardless of how many bedrooms are actually required.
h. "Weekend" means Thursday & Friday, Friday & Saturday, Saturday & Sunday or Sunday & Monday (when consecutive).
i. "Midweek" means Monday, Tuesday, Wednesday and Thursday unless when in conjunction with a 'weekend' night.
j. "Public Holiday" means any Victorian gazetted public holiday.
k. "Special Period" means any period of time denoted as a 'special period' by VRG as shown on the 'availability calendar' on the Valley Ranges Getaways website, and can include (but is not limited to) School Holidays, Public Holidays and days surrounding public holidays.
l. "Availability Calendar" means the calendar shown on the VRG website that indicates availability for each property.
m. "Extras" means any additional item purchased via the VRG website including (but not limited to) dinners/lunches, massage and other spa services, flowers, wine, food hampers, platters.
n. "Credit Voucher" means credit which may be applied to future accommodation booking with VRG.
o. "Security or Pre-Authorisation" means a credit card swipe which will hold a predetermined amount of funds on the swiped credit card for a period of 7-8 days. During this period, these funds cannot be accessed. If no charges are brought against the pre-authorisation in this time, the funds will be released back to the swiped credit card after 7-8 days, depending on the card issuer. This Security Deposit/Pre-authorised credit card amount is intended to cover breaches of the terms and conditions herein. Please note, we endeavour to 'complete' this release as soon after your stay once housekeeping have seen the house and determined no damages or additional housekeeping hours are required.
p. 'Code Red-Fire Danger Day' means a day declared by the CFA as a Code Red Fire Danger Day as per the CFA website www.cfa.vic.gov.au.
a. The name of the person on the original booking form remains the sole contact and is responsible for the property booked and all communications with Valley Ranges Getaways.
b. Online bookings made less than 48 hours prior to arrival must be confirmed by calling our office during business hours on 1300 48 84 48.
c. A non-refundable booking fee equal to $15 per night is included in the total rate.
d. If, due to a system error that has caused incorrect rates to be calculated, and VRG has to amend the rate of a property after it has been booked and/or paid online, VRG gives the guest the first opportunity to cancel the booking at no penalty.
e. "Full house" rates will apply for weekend bookings made more than 14 days in advance.
f. "Full house" rates will apply for midweek bookings made more than 60 days in advance.
g. Weekend bookings attract a two-night rate, weekend nights are Thursday & Friday, Friday & Saturday, Saturday & Sunday or Sunday & Monday.
h. Midweek nights are Monday - Thursday unless including a weekend night.
i. Public holidays and nominated special periods will attract minimum stays and full house rates.
j. Guests will be required to pay a fee if changes to bedding configurations are requested less than 14 days prior to arrival.
k. Issues can occur outside of our control. VRG reserves the right to refuse any booking at any time prior to check in. If we refuse your booking you will receive a full refund of all monies paid.
a. Restaurant reservations, massage and spa services or activities, should be booked at least 2 weeks in advance to secure your preferred choice and date.
b. No refunds will be given on 'extras' if cancelled or changed within 7 days. Cancellations or changes that are made more than 7 days prior to your arrival will incur a minimum administration fee of $80 regardless of the service providers terms and conditions.
c. Extras such as flowers, wine, etc. will be waiting in your accommodation property unless other arrangements have been made.
4. PAYMENT TERMS
a. Payments may be made by Visa Card, Mastercard or Bank Transfer.
b. A deposit of 50% of the total rate is required when booking. Accommodation will not be held without a deposit.
* If paying the initial deposit by bank transfer, the bank transfer must be completed within 24 hours to prevent the booking being cancelled.
c. The balance must be received 14 days prior to arrival.
d. Failure to comply with these payment terms may result in your booking being cancelled by VRG with no refund of any deposit paid.
e. Payments may be made with a maximum of two transactions, either by credit card or direct deposit.
5. PROCESSING FEES
a. Our processing fee is intended to cover the cost of credit card fees applied by the bank. We encourage you to review detailed information about our processing fees which are as follows:
* Visa or Mastercard attract a 1.6% surcharge.
* Bank Transfers -no processing fees apply to Bank Transfers.
6. GIFT VOUCHER POLICY
a. Gift Vouchers can be purchased for any value with a minimum $100. Gift Vouchers can be used as full or part payment against bookings at Valley Ranges Getaways.
b. Gift vouchers are issued with 3 year validity. A 3 month grace period may be granted at the discretion of VRG and will incur a minimum $88 administration fee.
c. Gift vouchers should be treated as cash and cannot be replaced in the event of being lost or stolen.
d. To ensure the security of your gift voucher, the unique gift voucher number should not be disclosed to anyone.
e. Gift vouchers must be redeemed in full on a single booking. No refunds or reimbursements will be provided for unused portions of gift vouchers.
f. Gift vouchers are not redeemable for cash.
g. Bookings made with gift vouchers must include an accommodation component. Any remaining funds can be redeemed to purchase extras in conjunction with your stay.
a. All requests for cancellations and amendments to bookings must be submitted in writing to [email protected]. Please include booking name, Booking ID, property name & reason for cancelling.
b. Please note that we have a NO REFUND policy.
c. If guests choose to cancel a stay completely, a credit voucher (coupon) valid for 12 months from the date of cancellation, for the total amount paid against the booking will be issued, less the amounts stated below. You must secure your booking within 6 months of the date on your coupon.
d. Bookings cancelled thirty (30) days or more before checkin date forfeit 25% of the total amount paid.
e. Bookings cancelled within fifteen (15) to twenty-nine (29) days prior to checkin date forfeit 50% of the total amount paid.
f. Bookings cancelled within fourteen (14) days of checkin date forfeit the total amount paid.
g. Booking Fees and processing fees are non-refundable.
h. Variations to an existing booking will be accommodated where possible, however, if the variation request is not available and the booking does not proceed due to the requested variation, the booking will be cancelled, and an accommodation coupon to the value of monies paid raised less the amounts stated above.
i. Travel insurance is recommended for medical and cancellation coverage.
8. CREDIT VOUCHERS
a. Credit vouchers are issued and must be redeemed within 6 months of issue date, for stays up to 12months from issue date, and cannot be extended.
b. Credit vouchers should be treated as cash and cannot be replaced in the event of being misplaced, lost or stolen.
c. Credit vouchers must be redeemed in full on a single booking. No refunds or reimbursements will be provided for unused portions of credit vouchers.
d. Credit vouchers are not redeemable for cash.
e. Cancellation of accommodation booked using a credit voucher is final. No refund or replacement credit voucher will be issued.
9. PRE-AUTHORISATION/SECURITY BOND
a. "Security or Pre-Authorisation" means a credit card entry which will hold a predetermined amount of funds (which will differ depending on the property your are staying in) for a period of 7-8 days during which these funds cannot be accessed. If no charges are brought against the pre-authorisation in this time, the funds will be released back to the credit card after 7-8 days, depending on the card issuer. Please note, we endeavour to 'complete' this release as soon after your stay, once housekeeping have inspected the property.
b. This Security Deposit/Pre-authorised credit card amount is intended to cover any breaches of the terms and conditions herein. Examples of a breach of Terms and Conditions are, but not limited to: Breakages, missing items including linen, evidence of smoking, damage to the property (charged at replacement/repair value and delivery & installation costs) or additional housekeeping hours thsat are required.
c. If a credit card is unavailable for pre-authorisation a cash security bond will be required to be deposited as a direct credit into VRG bank account instead. * Cash security bonds will be returned by bank transfer 7-10 days after vacating the property.
a. Check-in time is 3pm on the day of arrival and check out is 11am unless specified otherwise.
b. Self check-in is offered at all properties. This will require a completed Bond authorisation form & check-in by scanning the QR code at the property. The day prior to arrival, your bond will be processed and once approved, an SMS will be sent supplying address, key safe location and code to access the keys.
Failure to complete these requirements will result in no access details being supplied for the property.c. Upon checkout, you will be required to contact VRG staff via SMS/text to advise you have left, property is secure and lights, heating/cooling are turned off.
d. Early check in or later check out is subject to availability, and is charged at a cost of $60 per hour. Please contact VRG to enquire if this is possible.
f. Guests are responsible for their choice of accommodation. VRG is not responsible if the style of property does not live up to guests expectations, therefore guests should view property listings on www.valleyrangesgetaways.com.au carefully before selecting their preferred property. Please call our office if you require clarification on any aspect of a property prior to booking.
g. If the property you have booked becomes unavailable for your occupancy due to unforeseen and /or extenuating circumstances (eg fire, storm damage, power outage, sale etc), then Management will inform you immediately and endeavour to obtain suitable alternative accommodation for your stay.If suitable accommodation can't be sourced, a full refund will be offered without penalty for the nights you have not stayed.
h. The Hills region does experience unplanned power outages. If this does occur during your stay, you are welcome to vacate the property (if there is no estimated time from the power company to restore services) and receive a refund for nights you cannot stay. Should you choose to stay, you will receive a refund of 50% for the remaining nights of your stay.
i. The internet is provided as a complimentary service, however in the Hills, the coverage can be unstable and not reliable at all times. If this does occur, please be advised we are unable to assist with restoring the service.
j. Please respect the privacy of our local community and neighbours. If a guest's behaviour or noise level is unreasonable, a warning will be given and ignoring this will result in the cancellation of the booking and your immediate departure from the property without refund.
k. Requests for assistance or maintenance may result in a minimum $100 call out fee where the guest is at fault and/or the call out is not deemed to be of an emergency nature. This fee will be payable at the time of the call out and must be paid to the agent attending the call out as appointed by VRG.
l. All properties are non-smoking, failure to comply will result in a minimum $250 fine. Guests may also be liable for the loss of owner's income from any future bookings affected by their actions.
m. Excess Rubbish Removal fees may apply if the amount of rubbish left at the property is deemed over and above what should be reasonably expected for the length of stay and number of guests and will incur an $88 charge to remove.
n. Properties listed as pet friendly incur a fee of $60 to cover general cleaning. An additional fee will be applied if excess cleaning is required after departure. Should pets be found in accommodation not classified as pet friendly, guests may be requested to vacate their property immediately with no refund and will be liable for additional cleaning fees.
o. Rates apply for additional guests not included as part of the original booking, or where single occupancy of multi-room properties is required. Please advise VRG and make necessary payment for additional guests. If additional unpaid guests are reported, the booking will be cancelled and you will be asked to vacate without refund.
p. Valley Ranges Getaways properties are offered on the basis of private, residential usage only. Events, functions, parties and gatherings are not permitted without prior agreement and arrangement and payment of a function fee.
q. Guests are expected to leave the property in a neat and tidy manner on departure. This includes washing and putting away dishes, returning all items to their original position, all food items removed from fridges, barbeques cleaned, ovens and microwaves wiped out and rubbish placed in appropriate bins. Additional cleaning fees (minimum $80) may apply if the property is not left in a presentable condition.
r. We ask that you turn off lights, appliances and lock doors and windows upon departure.
s. If keys are lost you will be responsible for the cost of changing the locks and four sets of keys. If a remote-control access device is lost (garage doors for example), you will be responsible for the cost of recording and replacing the remote control.
t. When a property is booked for 7 nights or more, a complimentary refresh service including fresh linen and towels is provided.
u. Tariffs will vary from time to time depending on demand. You will not be eligible for a discount, nor will you have to pay a premium if the quoted rate changes for the period you have as a confirmed reservation.
v. Breakfast hampers and the refresh service are not applicable for with stays at VRG properties as a result of insurance claims.
11. WOOD FIRE POLICY
a. The lighting of wood burning fires in properties will be prohibited from the beginning of the declared fire danger season (generally December to as late as May, subject to change). Please enquire for more details.
b. It is also prohibited on all days of Total Fire Ban at any time of the year. Please see www.cfa.vic.gov.au/homec. If there is no wood and kindling provided at your property, it will be because of this policy.
e. The collecting and burning of twigs, leaves and branches from outside your property is strictly forbidden at anytime.
12. CODE RED FIRE DAYS
a. In the event of a Code Red - Fire Danger day being declared for our region, VRG will be closed and the following procedure will apply:
* Guests currently in-house will be given the option to vacate the property prior to 5pm the evening before the code red day.
* Guests due to check-in on the code red day will be called and advised that the accommodation will not be available and the office will be closed.
* All guests that leave their accommodation or have been advised not to attend will be issued with a credit voucher for a future stay equal in value to the balance of their stay.
13. COMPLAINT RESOLUTION POLICY
Should you have a need to raise a complaint please contact our office at the first available opportunity. We will then attempt to rectify or resolve the matter so that you can continue to enjoy your stay. Housekeepers take care of the property however should you feel that something may have been overlooked please bring this to our attention so that we can assist. It is our aim to ensure that guests enjoy their stay. Any complaint during checkout or after your departure will be noted and acted on where appropriate, however we will not consider compensation if we were not given the opportunity to fix or rectify matters at the time the issue occurred.
14. LOSS AND DAMAGE
a. Whilst you are in residence, you are fully responsible for all breakages and damage caused to the property, its furniture and fittings. Any breakages, damage or loss must be reported to VRG immediately.
b. VRG reserves the right to request payment in full and/or charge repair/replacement costs to the guest credit card provided as pre-authorisation/Security Bond, or by withholding the cash security bond, in the event of property damage or theft either accidentally, maliciously or through negligence on the guests&rsquo behalf.
c. All properties are privately owned, VRG cannot be responsible for the failure of utilities, services, equipment or appliances however every attempt will be made (within reason) to rectify the issue. If issues cannot be resolved, we may relocate guests to an alternative property of similar value & style.
d. VRG is not responsible for the security of your belongings and encourages you to ensure your accommodation is secure when not occupied.
e. Any belongings left in the property that are unclaimed within 7 days from date of departure will be donated to local charity organisations. Any items claimed need to be collected within 7 days or can be returned C.O.D (cash on delivery) or by mail for a fee of $25.
15. ADDITIONAL COSTS
a. All fees listed in this document are subject to change without notice.
b. Excess cleaning charged at $88 per hour.
c. Extra guests staying beyond those declared (or additional beds used) $100 per room night.
d. Dirty BBQ charged at $88.
e. Loss of keys, lock changes or remote controls will be charged at cost of purchase and re-instatement.
f. Unauthorised parties or functions or gatherings that result in significant disturbance to neighbours will result in full loss of security bond, plus additional cleaning costs.
g. Unauthorised late checkout of 15 minutes past check out time (50% of the nightly rate on the day of departure).
h. An administration fee of $88 per hour will be incurred to cover the cost of administering excess cleaning, the replacement of broken items, repair of damage and other activities that cause us to retain part or all, of the security deposit.
i. All properties are non-smoking, failure to comply will result in a minimum $250 fine. Guests may also be liable for the loss of owner's income from any future bookings affected by their actions.
16. OFFICE CONTACT DETAILS
Valley Ranges Getaways
Telephone: 1300 48 84 48
Email: [email protected]
Business Hours: Monday - Saturday 10.00am to 5.00pm
Closed Christmas Day, Boxing day and New Year's day.
VRG have duty staff after hours, but we would encourage you and thank you for utilising our website and email as a point of contact please.