Booking Terms & Conditions

TERMS & CONDITIONS

Valley Ranges Getaways (VRG)

All bookings made with VRG are subject to the following terms and conditions. By making a booking and any payment, the person booking accepts these Terms and Conditions on behalf of all persons who will be staying at the property.

1. BOOKINGS

The person named on the original booking form is the sole contact and responsible for the property and all communications with VRG.
A non-refundable Booking Fee of $11.70 per night is included in the total rate.
Weekend nights: Friday, Saturday, and Sunday.
Midweek nights: Monday - Thursday (unless public holidays).
Public holidays and special periods require minimum stays and premium rates.
VRG reserves the right to refuse any booking prior to check-in. A full refund will be given if a booking is refused.
A pre-authorised Damage/Security Deposit is held on a credit card to cover breaches of the terms and conditions. This includes, but is not limited to, breakages, missing items including linen, keys and remote controls, smoking evidence, property and linen damage, or excess housekeeping.
VRG will request your bank to hold a predetermined amount until housekeeping confirms the property is in good order, usually within 2-3 days. If no claim is made, the funds will be released back to the credit card after 7-8 days.

2. PAYMENT TERMS

Payments can be made by Visa, Mastercard, or Bank Transfer.
A 50% deposit of the total rate is required at booking. Accommodation will not be held without a deposit.
Bank transfer deposits must be completed within 24 hours to avoid cancellation, and receipt of transfer emailed to [email protected].
The balance must be received 14 days prior to arrival.
Failure to comply with payment terms may result in booking cancellation with no refund of the deposit.
Payment Processing Fees cover the cost of bank credit card fees:
Visa or Mastercard: 1.6% surcharge.
Bank Transfers: no processing fees.

3. CANCELLATIONS

VRG has a NO REFUND policy.
Cancellation and amendment requests must be submitted in writing to [email protected], including booking name, Booking ID, property name, and reason.
If a guest cancels, a credit voucher (valid for 12 months) for the amount paid will be issued, less the amounts stated below. Bookings must be secured within 6 months of the voucher date.
Cancellation fees:
30+ days before check-in: 25% of the total booking value.
15-29 days before check-in: 50% of the total booking value.
Within 14 days of check-in: 100% of the total booking value.
Booking and Payment Processing Fees are non-refundable.
Variations to bookings will be accommodated where possible. If not possible, the booking will be cancelled and an Accommodation Coupon (less applicable fees) will be issued.
Travel insurance is recommended for medical and cancellation coverage.

4. GIFT VOUCHER POLICY

Gift Vouchers can be purchased with a minimum value of $100 and have a 3-year validity.
A 3-month grace period may be granted at VRG's discretion, incurring a minimum $88 administration fee.
Gift vouchers are treated as cash, non-replaceable if lost or stolen, and must be redeemed in full on a single booking.
Gift vouchers cannot be redeemed for cash and must include an accommodation component. Remaining funds can be used to purchase extras.

5. ACCOMMODATION COUPON POLICY

Accommodation Coupons must be redeemed within 6 months of issue and used within 12 months.
Coupons should be treated as cash, non-replaceable if lost or stolen, and must be redeemed in full on a single booking.
Coupons are non-redeemable for cash.
Cancellation of accommodation booked using a coupon is final with no refund or replacement.

6. ACCOMMODATION TERMS OF USE

Early check-in or late check-out is subject to availability and charged at $40.00 per hour.
Guests are responsible for their accommodation choice and should review property listings carefully.
If the booked property becomes unavailable due to unforeseen circumstances (e.g., fire, storm damage, or the property is sold), VRG will offer suitable alternative accommodation or a full refund for unused nights.
Unplanned power outages in the Dandenong Ranges region may result in a refund for unused nights if guests choose to vacate.
Internet service is complimentary but may be unstable; VRG cannot restore service.
Guests must respect the local community. Unreasonable noise or behavior will result in booking cancellation and immediate departure without refund.
Maintenance or assistance requests deemed non-emergencies may incur a $110 call-out fee.
All properties are non-smoking. Failure to comply incurs a minimum $275 fine.
Excess rubbish removal may incur a $88 fee.
Pet-friendly properties incur a $66 cleaning fee. Pets in non-pet-friendly properties will result in immediate departure without refund and excess cleaning fees.
Additional guests or single occupancy of multi-room properties must be declared and paid for. Unpaid additional guests will result in booking cancellation and immediate departure without refund.
Properties are for private, residential use only. Intimate events or functions (max 8/10/20 depending on the property) require prior agreement and payment of a function fee.
Guests must leave the property neat and tidy, including washing dishes, returning items, removing food from fridges, cleaning BBQs, and placing rubbish in bins. Additional cleaning fees (minimum $88) may apply.
Guests must turn off lights, appliances, and lock doors and windows upon departure.
Lost keys or remote controls will incur replacement costs.
Bookings of 7+ nights receive a complimentary refresh service with fresh linen and towels.
Tariffs vary based on demand. Confirmed reservations are not subject to rate changes.
Breakfast hampers and refresh services are not applicable for stays resulting from insurance claims. A delivery of fresh linen can be arranged fortnightly, depending on the length of the insurance stay.

7. WOOD FIRE POLICY

Firewood is provided as a “starter pack” and further firewood may be purchased by guests at Pellegrino’s in Olinda or a nearby fuel station or BYO.
Wood burning fires are prohibited from the start of the declared fire danger season (December to May) and on Total Fire Ban days. Check www.cfa.vic.gov.au for updates.
Collecting and burning twigs, leaves, or branches from outside the property is strictly forbidden.

8. CATASTROPHIC FIRE DAYS

On “Catastrophic” Fire Danger days, VRG will close and:
Guests in-house can vacate by 5 pm the evening before.
Guests due to check-in will be informed that accommodation is unavailable.
A credit voucher for a future stay equal to the balance of the stay will be issued.

9. COMPLAINT RESOLUTION POLICY

Contact VRG immediately with any complaints to allow for resolution. Complaints during checkout or after departure will be noted, but compensation will not be considered if VRG was not given the opportunity to resolve issues during the stay.

10. LOSS AND DAMAGE

Guests are fully responsible for all breakages and damage to the property. Any incidents must be reported to VRG immediately.
VRG reserves the right to charge repair/replacement costs to the guest's credit card or withhold the cash security bond.
VRG is not responsible for utility, service, equipment, or appliance failures but will attempt to rectify issues. If unresolved, guests may be relocated to a similar property.
VRG is not responsible for guests' belongings and encourages securing accommodation when not occupied.
Unclaimed belongings left in the property will be donated to charity after 7 days. Claimed items can be returned by mail for a fee, to be charged once the item is posted.
All properties are non-smoking. Failure to comply incurs a minimum $275 fine.

11. OFFICE CONTACT DETAILS

Valley Ranges Getaways

Telephone: 1300 48 84 48

Email: [email protected]

Business Hours: Monday - Sunday 10.00am to 5.00pm

Closed: Good Friday, Christmas Day, Boxing Day, and New Year's Day.

VRG has duty staff available after hours by calling 1300 48 84 48.

Please utilize the website and email for contact when possible during business hours.