Effective Date: 13-Dec-2023
Last Updated: 07-May-2024

These Terms and Conditions constitute a legally binding agreement between yourself and Lakeshores Accommodation.

You acknowledge that you agree to,  and are subject to, these Terms and Conditions on behalf of yourself and all persons named or otherwise staying with you.

Guests are granted permission to occupy the property for the term of the booking only; this is not a Residential Tenancy Agreement. Failure to comply with these terms and conditions may result in a claim, termination of the licence to occupy the property, eviction and/or notification on a Fair-Trading guest register.

To the extent permitted by law, Lakeshores Management (NSW) Pty Ltd and the owners of the Properties are not liable for any losses or damages caused by or in connection with your use of the Property, other than any losses or damages directly caused by Lakeshores Management or the owner of the Property and only where such loss was not beyond their control.

Please contact us if you require any changes to your booking including the number of guests, address or phone numbers, or date changes. We will endeavour to assist where we are able. There may be a change in rate depending on the seasonal rates and number of guests.

Rates are based on the number of guests staying at the property, not the maximum number of guests it can occupy.

• Additional guests above the base rate must pay an additional nightly fee.
• The property shall not be used by more than the number of guests listed on your booking, either to visit or to stay, without prior written approval.
• Lakeshores Management reserves the right to relocate any booking to a dwelling of a similar standard if the property is unavailable due to unforeseen circumstances with consultation with yourselves. All bookings are subject to availability.
• You must be 18 years of age or above to book on our website.
• Lakeshores Management does not accept liability for any errors or omissions on our website. We make every effort to ensure all information is accurate.
• Credit card details must be the same as the guest booking the accommodation unless prior notification and acceptance in writing.
• Pets are not permitted unless specifically requested in your booking and paid for (where applicable). These special requests must also be in a pet friendly property or by prior written agreement.
• All properties are non-smoking properties (both inside and outside on balconies). Smoking in any property is cause for an immediate non-release of the bond taken for each booking and eviction if not following our request to cease this activity.
• No commercial activity is to take place at the property.
• Tents, caravans, and other structures are not to be erected or occupied at the property.
• If you encounter an issue, please contact us immediately so that we can attempt to rectify it. • We will not offer any compensation unless we have been afforded the opportunity to solve the problem.

Good Neighbour Policy:

Lakeshores Accommodation is a professional short term rental accommodation provider and abides by all laws, regulations and codes affecting the industry. Please follow this link  (https://www.fairtrading.nsw.gov.au/resource-library/publications/code-of-conduct-for-the-short-term-rental-accommodation-industry) to review and understand your rights and responsibilities

• You and other occupants agree to conduct yourselves throughout the stay in a manner that is respectful of neighbours, traffic flow, the community, and that will not prompt complaints to Lakeshores Accommodation from the police, local council, neighbours, or the neighbourhood
• You and other occupants agree to abide by all applicable parking restrictions and limitations
• Excessive noise or parties will not be tolerated and may lead to immediate eviction of the property with no refund and full loss of bond. There is to be no excessive noise past 10pm. Excessive noise includes loud behaviour of any type that disrupts the peace and quiet of others; intrusive or abusive language; anti-social behaviour, loud music or any other loud sounds affecting other residents that is audible outside the boundaries of the property
• If a noise complaint is made by a neighbour, and agent or police are notified, then you may forfeit your full bond and risk being evicted without refund. If the complaint is not warranted, then the charge will be waived

Noise monitor And Security Cameras:

Our homes may be equipped with noise monitoring devices and/or external security cameras. These are used only to ensure compliance with our terms and conditions. The noise monitor may flash red if it detects a noise above a certain level. This is your warning to quieten the noise down. Tampering, covering, or removing the devices will result in immediate evictions. We will always ensure your privacy but unfortunately these devices are needed as not everyone acts in a responsible manner

Booking payments:

• A 25% deposit is required at the time of booking to secure and fully confirm the reservation. Payment will be processed to your credit card or via bank EFT. Booking Fees apply.
• The balance of all outstanding monies is required 30 days prior to your arrival. Payment will be processed to your credit card.
• A booking fee will apply to all bookings. The booking fee covers the merchant fee and software used to process your booking and is in addition to the rental of the property and any other charges incurred throughout your holiday in the property. Booking fees must be paid in full prior to the holiday commencing or gaining access to the property. This fee is non-refundable.
• Additional commissions apply when booking via external websites (AirBnB, Stayz, etc).
• The deposit is due within 24 hours of booking.
• Deposits are accepted based on current rental and conditions for the premises and is subject to change in conditions or the property being unavailable, as may be notified by the owner or agent prior to the commencement of the rental. (Every reasonable endeavor will be made to offer alternative accommodation should this occur).
• When paying by direct debit (EFT) please place in the description as your booking reference number or surname and property.
• Fees may apply for changes to a booking once the booking is made. We reserve the right to charge an additional fee of up to $150 for any changes made, including, but not limited to change of property, change of name of registered guest or number of people.
• Cancellations please refer to our cancellation policy. Booking fees and/or credit card fees are not refundable

Other payment terms and charges may apply to different booking websites. Please see their site for details. We encourage you to book direct for the best rate.

Please contact us if you require any changes to your booking including the number of guests, address or phone numbers, or date changes. We will endeavour to assist where we are able. There may be a change in rate depending on the seasonal rates and number of guests.

 CancelLation policy:

The following cancellation policy applies if you have booked direct with Lakeshores Accommodation (congratulations on finding the cheapest rate! 

• Bookings cancelled at least thirty (30) days prior to the arrival date are refundable less Booking Fees
• For cancellations within (30) days of the arrival date 100% of the total tariff is non-refundable
• We do not accept partial cancellations of days or guest numbers.
• For refunds where the payment method was by credit card the refund will be processed back on to the same credit card. All other refunds will be via direct deposit to your bank account.
• If you booked through other providers then their respective cancellation policy applies and you may be required to pay further fees to those providers pursuant to their cancellation policy. You can see what the cancellation policy is on the site you booked through.
• Please be aware, from time to time, bookings made via an online travel agencies, may appear to be confirmed by the online travel agency however they are not confirmed with Lakeshores Accommodation. Lakeshores Accommodation will endeavour to provide you with alternative accommodation should we not be able to proceed with this booking, however Lakeshores Accommodation cannot step in-between you-the guest and the online travel agent.
• Lakeshores Accommodation does not offer refunds or reschedule bookings due to weather events, traffic delays or natural disasters. No refunds will be given for late arrivals, early departures or unused days of your holiday rental property reservation.
• We recommend that all guests take out comprehensive holiday and travel insurance to cater for any unforeseen circumstances which may arise beyond any one’s control. e.g. Natural Disasters like Bush Fires etc.
• As a condition of rental, guests are required to provide credit card details as requested to enable authority to charge the card should damages occur. The bond of amount will vary depending on the property at a minimum $1000 (more for prestigious properties).
• Agreeing with these conditions, you are authorising Lakeshores Accommodation to deduct your full bond amount should any damages to the property or any breaches of the Terms & Conditions during the period of your occupancy. You understand that the balance of the bond held will be refunded minus any charges for the damages/costs or breach of the Terms & Conditions.
• Claims may include but are not limited to charges for: excess cleaning fee, soiled linen, damage or breakages, excess garbage removal, damage or issues caused by pets, pets at non-pet friendly properties, smoking at the property (including inside & outside), overstays at the property, guests more than those booked and paid for, locksmiths, police or security guard call outs and any associated aggravation.
• If there is a claim taken out of the bond the agent will charge a processing fee of $80 for claims over $150.
• Should the total cost of expenses exceed the bond amount held, you agree you remain liable for the full claim & agree to additional charges to be made to your nominated credit card. We reserve the right to attend the Small Claims Court or the NSW Civil and Administrative Tribunal, to recover these costs.
• We further reserve the right to change these conditions without notification.
• We will only charge the guests’ card in accordance with our terms and conditions and any applicable Australian Laws. All extra charges will be subject to a surcharge equivalent to the merchant fee paid by Lakeshores Accommodation.
• On request we can provide an itemised breakdown outlining the amount charged or retained. This is allowed under Australian Consumer Law (ACL) and you also have rights under the consumer guarantees of the ACL

 ACCOMMODATION policy:

• Bookings are made in good faith by our agency. We cannot be held responsible for actions taken by the owner of the premises, which are outside our control. We have taken great care to describe your holiday accommodation to you as accurately as possible. We cannot, however, accept responsibility for incorrect descriptions, errors, or omissions.
• Our aim is to maintain a high standard of accommodation. Properties are privately owned and are furnished to the individual owner’s standard and preference.
• On arrival we will supply a starter kit of provisions which includes (coffee and/or coffee pods, tea bags, sugar, washing powder, dishwashing liquid, milk, hand soap, toilet paper, bin liners). Any additional items can be purchased at the local supermarket. 
• Accommodation is available after 2:00pm on the day of arrival and is to be vacated by 10:00am on the day of departure.
• During our peak period check in may be pushed back to 3pm or later.
• Lakeshores cannot guarantee that a property will be ready at check in time. We will endeavour to have the property ready, however, circumstances may sometimes cause delays. There will be no refund or credit if a property is not ready at the said time.
• Lakeshores may be able to offer an early check in or late check out. Please book these services and our office will confirm or deny this request a day before arrival.
• If applicable, one set of keys is made available to guests. The guest is responsible for safety of the keys and will be charged to replace the locks if the keys are lost. This cost includes, but not limited to, engaging a locksmith to replace all locks, any cost to the agency, or owner and if any subsequent booking is adversely affected, the cost associated with locating alternate accommodation or any other cost incurred.
• On arrival should the property be found not to be to an appropriate standard of cleanliness or require maintenance please phone our office within 12 hours in order for staff to rectify the situation. The guest agrees to allow the Agent or his nominee to enter the property to arrange necessary repairs. Failure to do this will mean we have not been given opportunity to rectify the situation in the first instance, and therefore a request for refund will not be considered. 
• All bed and bathroom linen is provided. Guests are required to provide their own beach/pool towels. Please ensure all furniture and furnishings are not moved from their current position. Charges will apply if the furniture etc has been found to have been moved. All cutlery and crockery is to be returned to the original location on departure.
• Standard check out is 10am on the day of departure. All keys are to be returned to the lockbox on departure and the home left secure with all windows and doors locked and air conditioners etc off. A fee of $150 will apply if the property is left unsecured!
• The property must be left in the same condition upon checking in.
• Cleaning of the property will take place upon your departure. Please ensure any rubbish is placed in the correct whiz bins, put the dishwasher on or put away all dishes etc.
• In the event the guest has not vacated the property by 10am. Lakeshores Accommodation reserves the right to charge a late check out fee of $75 per hour.
• Cleaning If premises are not left in a tidy condition, an additional cleaning fee may be charged at $75 per hour. Premises are to be left as found. Failure to this will incur a bond charge on your credit card or deducted from your held funds.
• Barbeques and fireplaces are to be cleaned on departure. If you arrive to find them dirty, please notify staff ASAP. Otherwise, there is a $150 charge for not cleaning these items. If a gas bottle becomes empty during your stay, please use the Swap’n’Go service at your nearest petrol station. Send a copy of the receipt and bank details to reservations@lakeshores.com with your name and property and we will reimburse you this cost.
• Use of spas or pools after 10pm is not permitted. Should a pool contain a pool cleaner please DO NOT remove this at any time as they are set on a timer and if they start and are not in the pool, they can cause damage to the pool pump system. Should this occur the cost of repair would be at the guest cost plus a $150 admin fee.
• Garbage and recycling bins to be left on footpath Wednesday, Thursday or Sunday nights (depending on the property) and brought in the next morning (Lake Macquarie Council has a rotating bin service). Excess garbage, bottles etc. must be taken with you. If the bins have not been put out for collection or excess rubbish is left at property, there will be a service fee of $100 per bin or collection, charged for removal by our contractor.
• All damages, breakages or losses to the property, furniture and furnishing are to be reported immediately and your credit card will be processed to cover the damages. Should you discover a fault or breakage when you arrive, please advise us directly to avoid being charged for this damage.
• In home units, Strata Title By-Laws and Regulations must be observed. Parking is only permitted in designated locations. For all properties only the advertised number of cars are permitted in the allocated parking areas. Additional cars will need to be parked on the street.
• No responsibility will be taken for children or pets staying at or visiting the property. Please supervise carefully, always taking into consideration fencing, pools, dams, stairs, verandas, balconies, and cleaning chemicals. Children under the age of 10 years should not sleep on the top bed of a bunk.
• If you encounter an issue contact us immediately so that we can attempt to fix it. We will not be able to consider compensation unless we have been afforded the opportunity to solve the problem. Only call/text the emergency numbers provided if an emergency has occurred.
• If you lock yourself out of your property and our office is not contactable immediately for advice, please call the locksmith and pay him directly for this service.. Please send us a copy of the invoice so that we can notify the owner that this was needed and paid for.
• Should a tradesperson or a member of our team be called to the property and the issue is deemed to be caused by a guest, equipment owned by a guest or because a guest has not followed instructions, then the guest will be responsible for payment of the invoice for the tradesperson or our callout fee of $150 or both.
• Should you engage the services of a third party during your stay, you must notify Lakeshores Accommodation of your intent to do so. This could include caterers, beauticians, massage therapist etc. it is your responsibility to ensure that they adhere to these Terms and Conditions and hold appropriate Public Liability insurance.
• To prevent theft of or damage to furnishings or your personal property, you agree to close and lock doors and windows when you are not present at the property and at check out. Should you not be able to secure the property you should contact us immediately. If the property has a key safe, please use it during your stay.
• Under no circumstances are animals allowed on or inside the premises (unless otherwise arranged or stated on your booking). Should permission be granted for a pet to stay, you may be subject to a higher cleaning fee or higher bond. If a pet is found at the property without prior approval; you may face immediate eviction or additional fees charged to your bond. Please ensure any permitted pets are flea and worm treated and you provide bedding and food/water bowls. Please check the fencing is secure for your pet as we are not responsible if the pet should escape from the accommodation.
• Use of the property for any criminal activity is prohibited and may result in fines or prosecutions. This prohibition extends to use of the property’s internet service, if any, for criminal activity. We will cooperate with any investigation of alleged criminal activity at the property during the stay.
• No responsibility is taken for guests’ personal property left on the premises. Guests are solely responsible for their belongings whilst staying at the property and are required to take the usual steps to prevent any property loss, including locking premises and vehicles when not attended. If personal property is left behind, it is the guest’s responsibility to arrange its return by providing Lakeshores Accommodation with a suitable prepaid satchel or by collecting the item from our offices. We reserve the right to charge a $75 fee to collect lost property. If not claimed within 30 days, it will be disposed of.

AGENT and OWNER LIMITATIONS OF LIABILITY

Lakeshores Accommodation and/or its representatives reserve the right to enter the property at any time, without notice, to protect and/or undertake maintenance of the property. We will provide notice to the guests wherever possible.  Lakeshores Accommodation and/or the owner do not accept liability or loss caused by failure of equipment and/or services out of our control, including, but not limited to, air-conditioning, water, electricity, gas, and internet. In the event of a failure, the guest should notify our team in the first instance. Any problems that arise during the rental period that do not constitute an emergency as determined by Lakeshores Accommodation, will be remedied at any time during or after the rental period, at the sole discretion of Lakeshores Accommodation.

 Limited Liability – to the maximum extent permitted by law, in no case shall Lakeshores Accommodation, nor its affiliates, officers, directors, employees, agents or owners be liable for any indirect, incidental, consequential, special, or exemplary damages or for any damages for death, personal or bodily injury, emotional distress or damage to property, arising out of or in connection with your stay. This limitation applies to all claims for damages including negligence even if Lakeshores Accommodation has been advised of the possibility of such.

Indemnity – Lakeshores Accommodation and/or the owner do not accept liability for any personal loss or injury to the guest/s during the rental period, including that caused by events beyond our control. Events may include, but are not limited to; adverse weather, fire, flood, traffic or flight delays, war, terrorist activity, civil disobedience, or other force majeure and no refund or credit will be offered under these circumstances.

Bad Books Register/Traveller Feedback – Lakeshores Accommodation participates in the Department of Planning STRA registration. By accepting this booking, you hereby agree that if you or any occupant covered by this booking breaches our terms and conditions, your name, phone number, home address and email address as well as details of the breach/es may be registered with this organisation or any other organisation offering a register for holiday rental travellers. Traveller feedback may also be entered onto the applicable online portals. Non-compliance to our Terms & conditions may result in termination of your booking or a loss of your bond. 

Disclaimer – Lakeshores Management (NSW) Pty Ltd T/A Lakeshores Accommodation does not accept liability in contract or in tort (actionable wrong) for any injury, damage, loss, delay, additional expenses or inconvenience caused directly or indirectly by force majeure or the events which are beyond our control, or which are not preventable by reasonable diligence on our part including, but not limited to war, civil disturbance, fire, floods, unusually severe weather, acts of God, acts of Government or of any other authorities, accidents, theft to or failure of machinery or equipment or industrial action.