Below are listed our most Frequently Asked Questions…….and answers.
Please ensure that you read our Terms and Conditions in regards to your booking.
If you have a question not answered below, please contact us here.
Q. When do I need to pay to secure my booking?
Your deposit and the contact details we request from you are required within 2 days of you advising that you would like to book the property.
Bookings are not confirmed until the deposit has been paid. The deposit is normally $1000 or 25% of your total cost.
Full payment is then required 30 days before arrival – we will send out a reminder for the balance.
Q. What payment methods do you accept?
Payment can be made by direct bank deposit to our Trust account. This can either be done at the bank or via internet transfer. The Trust account is a legal account and your funds are held in this account until your stay. You may pay by Visa or Mastercard if required via our secure payment method on our website but please note there is a 2.2% surcharge.
**Please be wary of fraudulent operators in the industry**
This property only accepts payments into our Australian Dollar Trust Account.
It is extremely rare that any Australian property will require payment into an overseas account.
Q. Can I get an Invoice/Receipt?
You will receive a confirmation of your payment and invoices are issued by request to individuals and as a standard procedure for Corporate Bookings.
Q. What happens to my money if I have to cancel my stay?
We strongly recommend that you take out travel insurance to cover this event.
Your deposit is made to secure your booking for a particular period of time. As we are not able to sell that period of time to anyone else your deposit is non-refundable in the event of a cancellation or unpaid balance.
If cancellation is made within 30 days of stay at the request of the guest the money paid is not refundable unless the house is re-let for the entire period at the same tariff. If a refund is made due to the property being relet then a $500 cancellation fee plus the non-refundable deposit will apply.
The reason for this policy is that Gold Coast Holiday Homes are difficult to sell at short notice and your booking has prevented us from offering the property to other people wanting to make a booking. Please make sure that you have read our Terms and Conditions and feel free to ask as many questions as you would like to before making a booking.
If we are forced to cancel a stay due to unforeseen circumstances such as a cyclone, fire, or damage to the building, you will be given a full refund and we will do our best to find you alternative accommodation.
Q. What happens if I want to make a change to my stay?
Where possible we will try to accommodate any changes you may have as long as it does not adversely affect the booking.
Q. What is the Security Bond for and how is it taken?
As you can appreciate these are expensive properties. The Security Bond we ask to hold is to cover any damage that may occur to the property, as we all know that accidents can occur. You will need to provide us with a valid credit card for a $1000 Pre-Authorisation to be held for your Security Bond. Your bank will automatically return this to your account as per their arrangements for Pre-Authorisations.
Q. What do you mean by a “clean and tidy” home?
Food removed and all dishes, pots and pans etc that you have used must be washed, dried and put away where you found them. Wipe out spills and crumbs from the fridge and microwave. Clean off stove top and any baked on food on the oven racks and door. Empty the dishwasher. Put all garbage in the correct council bin (Yellow recycle or Green general). Ensure that all furniture is returned to the original position.
Laundry is done by the cleaners so leave all linen on the beds and used/wet towels in the bathroom.
The BBQ must be cleaned properly. Remove grill plates and scrub off with wire brush provided and wash with hot soapy water in laundry sink. Clean BBQ frame by wiping away any grease.
Q. Can we have a party?
No. Parties and functions are strictly prohibited. Non adherence to this policy may result in termination of rental and loss of monies paid. We do not allow our holiday homes to be used for Bucks or Hens parties or to be utilised as a party house. We do not accept Schoolies bookings or allow Weddings at our properties.
Q. May we have extra guests to stay?
Each home has a stipulated maximum number of guests allowed. You must not exceed this number or the number of guests that you have told us will be staying without first referring to us. The price quoted is usually dependent upon the number of guests staying. You may lose your deposit or be asked to leave if you do not keep us informed.
Q. Do you have a minimum stay requirement?
Yes. All our homes have a 4 night minimum stay. The rates that are quoted on our website are for minimum 4 night stay. At different peak times of the year the minimum stay may be 5 or 7 nights. We treat each enquiry individually as it depends on the dates, property and current bookings.
Q. What do we do if we break something, or if an appliance breaks down?
Report the matter to Elite Holiday Homes as soon as you can during business hours. If it is an emergency you may contact us out of hours and details are provided in our Welcome Book. We will try our best to get an appliance repaired or replaced but this might not always be possible within a short time frame. Breakages or damage to the house or household goods may be deducted from your Security Bond at our discretion. If there is insufficient Security Bond held to pay for the damage, you will be charged for the balance.
Q. Where do we pick up/drop off keys?
You will be given details for access to the property by our Arrivals Team the day of your arrival by both email and SMS. Details will not be given until the Pre Authorisation for the Security Bond has been processed successfully. We will then check with you the next day to ensure you have everything you need and are enjoying the property.
Q. What do we need to bring with us?
All linen, towels, tea towels etc are provided along with 8 beach towels. If extra towels/line are required these can be arranged for small charge. My Holiday Concierge can assist with any baby goods such as portocots and highchairs etc.
Please note this is your home away from home for the next few days. We supply you with a few items for your arrival such as toilet paper, dishwashing detergent, soap etc intended to last for the first day or so. You will then need to purchase whatever else you may need for the remainder of your stay. My Holiday Concierge can assist you with having your groceries and drinks already packed away in the house for your arrival or with different hampers for your stay. You can contact them via My Holiday Concierge or
Ph + 61 07 5680 9969.
We do not service the home while you are there unless this has been arranged as part of your stay, however the property may be accessed during your stay by our maintenance staff to service the swimming pool, gardens or garbage bins. If you require additional services for housekeeping this can be arranged through My Holiday Concierge
Q. What are your Check-in/Check-out times?
Check in time is 3:00pm, and check out time is 10:00am. If the house has not been booked the day before you arrive, or we are not expecting another guest on the day that you leave, we will try to be as flexible as possible with these times, however this must also work in with our cleaning and maintenance schedule. Often we cannot advise on this until closer to your stay.
Guests must check out at 10:00 am. Failure to do so will result in the loss of $50 from your bond for every half hour or part thereof over this time, as we will be required to hire extra cleaners to have the house ready on time for the next guests.
Q. We need transfers and Theme Park tickets, can you help?
Yes! My Holiday Concierge can take care of all your needs and requirements for your stay. We offer the cheapest transfer prices on the Gold Coast to get your holiday off to a great start. My Holiday Concierge
Q. I want to bring my pet along. Is this possible?
We love furry friends but unfortunately pets are not permitted under any circumstances at any of our properties.
Contact us NOW to enjoy a luxury Gold Coast Holiday Home (or ask a question!)
Ph: 07 5592 3881
International: +61 7 5592 3881