Frequently Asked Questions

Important Guest Links

Please review these pages before booking and before your stay. They explain our booking conditions, guest responsibilities, privacy information and NSW short-term rental requirements.

Before You Arrive

What time is check-in and check-out?

Standard check-in is from 2:00 PM and check-out is by 10:00 AM unless otherwise confirmed in writing. Late check-outs can affect cleaners and incoming guests, so they must be approved in advance.

How do I access the property?

Access details are sent after the required check-in form has been completed. Your guidebook will include directions, entry instructions, WiFi details where applicable, property information and contact instructions.

What if I arrive late at night?

Most properties use self-check-in, so late arrival is usually fine. Please complete your check-in form before arrival and review your access instructions carefully before travelling.

Do I need to bring linen and towels?

Most Lakeshores Accommodation properties include professionally laundered linen and bath towels. Please check the individual property listing and guest information for anything specific to your stay. We recommend bringing your own beach towels, as bath towels should remain at the property.

Supplies & Essentials

What is provided at the property?

A starter pack is provided for your arrival, which may include tea, coffee, sugar, toilet paper, dishwashing products and laundry products. These items are provided to help you settle in and are not replenished during your stay.

Do I need to bring anything?

We recommend bringing personal items, food, drinks, beach towels and any additional supplies you may need for the full duration of your stay.

Are kitchens fully stocked?

Properties generally include basic cooking equipment, crockery, cutlery and glassware. Each property is individually owned, so inclusions may vary. Please check the property listing or guidebook for specific details.

Parking & Access

Is parking available?

Most properties include on-site or nearby parking, however this varies by property. Please check your listing or guidebook for parking details, including any garage access, driveway information, height restrictions or street parking requirements.

Can I bring a boat or trailer?

Some properties can accommodate boats, trailers or additional vehicles, but not all. Please confirm before arrival if you need space for a boat, trailer, jet ski or extra vehicle.

Can I park on lawns or nature strips?

Please only park in approved parking areas. Parking on lawns, gardens, nature strips or neighbouring property is not permitted unless specifically approved.

During Your Stay

Is WiFi available?

Many properties include WiFi, but inclusions vary by property. Please check the listing or guidebook for details. WiFi and internet services are provided as conveniences, and temporary outages or third-party service interruptions may occur.

What’s included in the property?

Each property is individually owned and set up differently. Listings include details about beds, bathrooms, kitchen facilities, laundry, parking, heating, cooling and other amenities. Please review the property listing carefully before booking.

What if something goes wrong during my stay?

Please contact Lakeshores Accommodation as soon as reasonably practicable after becoming aware of an issue. This gives us the opportunity to inspect, verify and resolve the matter where possible.

How do I contact Lakeshores during my stay?

Please follow the contact instructions in your guest guidebook. SMS is generally the fastest way to reach our team during your stay.

Property Expectations

Are these hotel-style properties?

No. Lakeshores properties are privately owned holiday homes. Each property is unique in style, layout and inclusions. They are professionally prepared for guests, but they are not hotel environments.

What if something isn’t perfect?

Minor maintenance items, general wear and tear or small presentation differences can occur in residential homes. If something needs attention, please let us know during your stay so we can assist.

Can furniture, décor or layout vary from the photos?

Photos are intended to accurately represent the property, however minor décor, styling or furniture placement changes may occur over time and do not usually affect the overall use of the property.

Cleaning, Rubbish & Departure

Is cleaning included in the price?

Cleaning is arranged before each stay and is usually charged as part of the booking cost. Guests are still expected to leave the property tidy, remove rubbish as instructed, clean BBQs or fireplaces after use and report any accidental damage.

Do I have to clean before I leave?

You do not need to deep clean the property. Please leave it tidy, wash and put away dishes, remove excess rubbish, clean the BBQ if used and follow the check-out instructions in your guidebook.

What do I do with bins?

Please follow the bin instructions in your guidebook. In many Lake Macquarie areas, bins go out on Sunday for early Monday collection, and yellow/red bin weeks may rotate depending on the council schedule.

What happens if extra cleaning is needed?

Additional cleaning, rubbish removal, BBQ cleaning or rectification costs may be charged where the property is left beyond normal guest use.

Pets, House Rules & Neighbours

Can I bring my dog?

Pets are only permitted at approved pet-friendly properties and must be approved before arrival. Not all properties allow pets. Unapproved pets may result in additional cleaning, damage charges or cancellation of the stay where permitted.

Are there house rules I need to know?

Yes. Guests must respect neighbours, follow property instructions, avoid excessive noise, keep guest numbers within the approved booking and comply with NSW short-term rental requirements. Parties, events and unauthorised visitors are not permitted.

Are visitors allowed?

Visitors are not permitted unless approved in writing by Lakeshores Accommodation. This helps protect the property, owners, neighbours and guest safety.

What about noise?

Many properties are located in residential neighbourhoods or coastal communities. Guests must keep noise to a reasonable level and be especially considerate after 10:00 PM.

Environmental & Location Factors

Will there be insects or wildlife?

Many properties are near beaches, lakes or bushland, so insects, mosquitoes, sandflies, wildlife, leaves, sand and outdoor debris can occur. These are part of the natural environment and are not usually considered property faults.

Will there be noise nearby?

As with any residential area, there may be noise from neighbours, nearby homes, construction, roadworks, council works or community activity. These factors are outside our control.

What if the weather affects my stay?

Weather conditions are outside our control. We recommend guests arrange suitable travel insurance for unexpected travel interruptions, weather events or changes to plans.

Safety & Emergencies

What should I do in an emergency?

In an emergency, call 000 immediately. For urgent property issues, follow the contact instructions in your guidebook or SMS the Lakeshores team.

Are properties child-friendly?

Some properties are suitable for families, however not all are child-proofed. Guests are responsible for supervising children at all times, especially around pools, spas, balconies, stairs, fireplaces, roads and waterfront areas.

Are pools, spas and fireplaces safe to use?

Pools, spas, fireplaces, BBQs and outdoor equipment must be used responsibly and in accordance with any instructions provided. Children must be supervised at all times around water, heat and outdoor areas.

Payments, Bonds & Damage

Is a bond required?

A security bond may be required depending on the property, booking platform or booking type. This is held against damage, additional cleaning, missing items, unpaid charges or breaches of house rules.

When is the bond released?

Bonds are released after departure once the property has been inspected and no issues are identified. Processing times may vary depending on the booking platform, bank or payment method.

What if something gets damaged?

Please report accidental damage as soon as possible. Guests are responsible for damage, missing items, additional cleaning or costs caused during the stay.

Bookings, Changes & Cancellations

Can I cancel or change my booking?

Cancellation and change rules depend on how your booking was made. Direct bookings are subject to our Booking Terms & Cancellation Policy. If you booked through Airbnb, Booking.com, Vrbo, Stayz or another platform, that platform’s cancellation policy and terms may apply.

Can I get a refund if I leave early?

Refunds are not generally provided for early departure, reduced guest numbers, change of mind or personal preference. If there is an issue during your stay, please contact us while you are still at the property so we can inspect and assist.

Please read our Booking Terms & Cancellation Policy and Terms & Conditions of Stay before booking.

Planning Your Stay

Looking for things to do, local tips or travel inspiration? Visit our news and guides page for helpful Lake Macquarie travel ideas, guest tips and local information.

Still Need Help?

Before arrival, please refer to your booking confirmation and guidebook. During your stay, the fastest way to reach us is via SMS using the contact details provided in your guest guidebook.