Important – Issue Resolution Process

We want every guest to enjoy their stay. If something is not right, guests must work with us during the stay so we can inspect, verify and resolve the matter where possible.

1. General Booking Conditions

• All bookings are for short-term accommodation only and do not create a Residential Tenancy Agreement.
• By making a booking, guests confirm they have read and understood the listing description, reviewed all photos and accepted these Terms & Conditions.
• The booking must be in the name of the primary guest staying.
• The primary guest must be at least 18 years old.
• Bookings are non-transferable without written approval.
• Guests may be required to provide identification and complete a check-in form prior to arrival.
• Failure to complete required check-in steps may result in refusal of access, delay to check-in or cancellation where permitted.

2. Payments, Booking Terms & Cancellations

• Payments are required as per the booking platform or agreement.
• All processing fees, booking fees and platform fees are non-refundable where applicable.
• Guests authorise Lakeshores Accommodation to charge for damage, additional cleaning, breaches of terms or unpaid fees.
• Guests agree not to initiate chargebacks for charges made in accordance with these Terms and the booking agreement.

For full payment terms, booking changes, cancellation rules and refund conditions, please read our Booking Terms & Cancellation Policy.

3. Third-Party Bookings

• Where a booking is made via Airbnb, Booking.com, Vrbo, Stayz or another third-party platform, the platform’s terms and policies form the primary agreement.
• These Terms apply in addition and govern guest conduct, use of the property, operational requirements, damage, access and issue reporting during the stay.
• Where there is any inconsistency, the platform’s terms will prevail to the extent of that inconsistency.
• Guests may be required to complete a Lakeshores Accommodation check-in form and accept these Terms prior to arrival.
• Failure to complete required steps may result in refusal of access, delay to check-in or cancellation where permitted.
• Evidence may be provided to the platform, payment provider or financial institution in the event of a dispute or chargeback.

4. Property Suitability & Listings

• Listings, descriptions and photos are provided to accurately represent each property.
• Guests are responsible for ensuring the property meets their needs prior to booking.
• Differences in personal preference do not constitute grounds for refund.
• Variations in décor, furniture placement or minor presentation differences are not defects.
• The surrounding environment, location and neighbourhood form part of the stay experience.
• Guests must report any concerns as soon as reasonably practicable during their stay.

5. Arrival, Access & Departure

• Check-in and check-out times must be followed.
• Late departures may incur additional charges due to impacts on cleaning schedules and incoming guests.
• Unauthorised overstays may result in additional charges, removal or other action where permitted.
• Lakeshores Accommodation may access the property for urgent maintenance, safety, compliance or operational requirements, with notice where reasonably practicable.
• Guests must not interfere with locks, access systems, keys, lockboxes, security devices or monitoring equipment.

6. Occupancy & Use

• Guest numbers must not exceed the confirmed booking.
• Visitors are not permitted without prior written approval from Lakeshores Accommodation.
• Parties, events, functions and unauthorised gatherings are not permitted.
• Tents, caravans, motorhomes or alternative accommodation on the property are not permitted.
• Breaches may result in immediate termination of the stay without refund, subject to applicable law.

7. Issues, Maintenance & Resolution

• All issues must be reported as soon as reasonably practicable.
• Guests must allow reasonable access for inspection, maintenance and repair.
• Minor or non-essential maintenance issues that do not significantly impact the overall use of the property do not qualify for refund or relocation.
• Where an issue is capable of being resolved, guests must allow Lakeshores Accommodation a reasonable opportunity to resolve it.
• Claims made after departure without prior notification during the stay may be declined, subject to applicable law.

8. Amenities & Facilities

• WiFi, internet, streaming services, televisions, air-conditioning, appliances and similar amenities are provided as conveniences for guest use.
• Temporary outages, technical issues or service interruptions may occur and do not automatically entitle guests to compensation.
• Pools, spas, fireplaces, BBQs and outdoor equipment are used at the guest’s own risk.
• Guests must follow all instructions, safety guidelines and house manual information provided.
• Temporary issues with amenities do not automatically entitle guests to compensation where Lakeshores Accommodation is given reasonable opportunity to assist or rectify the issue.

9. Environmental & Location Factors

• Many properties are located near beaches, lakes, bushland, village areas or residential neighbourhoods.
• Environmental factors such as insects, mosquitoes, sandflies, wildlife, weather, outdoor odours, leaves, sand, salt air and natural debris are not property defects.
• Noise from neighbours, nearby properties, construction, roadworks, council works, community activity or local events is outside our control and does not constitute a defect or grounds for refund.

10. Cleaning & Property Condition

• Properties are professionally cleaned and prepared before arrival.
• Holiday homes are individually owned properties and are not hotel environments.
• Minor dust, outdoor debris, natural elements or environmental factors do not automatically constitute a cleaning failure.
• Guests must report any cleaning or presentation concerns as soon as reasonably practicable after arrival so they can be assessed and addressed where appropriate.
• Additional cleaning, rubbish removal or rectification costs may be charged where required due to guest use.

11. Smoking, Pets & Property Rules

• Smoking is not permitted inside any property.
• Pets are only permitted at approved pet-friendly properties and must be approved prior to arrival.
• Unauthorised pets may result in additional cleaning, damage charges or termination of stay where permitted.
• Guests must comply with all property instructions, house manuals and safety guidelines.

12. Behaviour & Compliance

• Guests must respect neighbours, local communities and property rules.
• Excessive noise is not permitted, particularly after 10:00 PM.
• Abusive, threatening or aggressive behaviour toward staff, owners, neighbours or contractors may result in immediate termination of the stay without refund, subject to applicable law.
• Guests must comply with NSW Short-Term Rental Accommodation requirements and any applicable code of conduct.

13. Strata, Resort & Community Rules

• Where a property is located within a strata building, resort or community scheme, guests must comply with all applicable by-laws, resort rules and community requirements.
• Breaches may result in eviction, additional charges or other action where permitted.

14. Damage, Bond & Liability

• Guests are responsible for damage, loss, additional cleaning, missing items and breaches caused during the stay.
• Charges may be applied during or after the stay where applicable.
• Guests remain liable for costs exceeding any bond or security deposit.
• Personal belongings remain the responsibility of the guest.
• Travel insurance is strongly recommended.

15. Lost Property

• Lakeshores Accommodation is not responsible for items left behind at a property.
• Where items are located, return may be arranged at the guest’s expense, including postage, handling or administration costs.
• Unclaimed items may be disposed of or donated after a reasonable period.

16. Security & Monitoring

• External security cameras, noise monitoring or other safety devices may be in use at some properties.
• Monitoring devices are used for safety, security and compliance purposes.
• Tampering with cameras, noise monitors, locks, access systems or security devices may result in termination of stay and additional charges where permitted.

17. Force Majeure & Events Outside Our Control

• Lakeshores Accommodation is not liable for cancellations, interruptions or disruptions caused by events outside our reasonable control.
• This may include natural disasters, severe weather, government restrictions, public health orders, utility outages, road closures, environmental conditions or cancellation of third-party events.
• Any remedies will be assessed in accordance with the booking agreement, platform terms and Australian Consumer Law.

18. Privacy

• Personal information is collected and handled in accordance with Australian Privacy Principles.
• Guest information may be used for booking administration, identity verification, safety, compliance, dispute resolution and lawful business purposes.

19. Governing Law

• These Terms are governed by the laws of New South Wales, Australia.
• If any part of these Terms is found to be invalid or unenforceable, the remaining sections continue to apply.
• Nothing in these Terms excludes, restricts or modifies any rights guests may have under Australian Consumer Law.

Final Agreement

By proceeding with a booking, completing a check-in form or staying at a Lakeshores Accommodation property, guests confirm they have read, understood and agreed to these Terms & Conditions of Stay and our Booking Terms & Cancellation Policy.