Terms & Conditions
To ensure your holiday is the best it can possibly be, as well as for those that come after you, we ask that you respect the holiday property and our neighbours by abiding by the following terms & conditions. Breach of the Terms & Conditions may result in early termination and/or loss of bond.
Please read carefully. When you make a reservation with us, these conditions are deemed to have been accepted by all guests that stay at the property.
Please call us on 02 4385 1000 for clarification of any terms.
Your booking is with Central Coast Holidays trading under Raine & Horne Terrigal, acting on behalf of the owner of the booked property.
Guests are granted permission to occupy the property for the term of the booking; 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 registration with a ‘bad guest’ register, and/or review on booking site.
The property shall not be used by more than the number of guests listed on your booking, either to visit or to stay, without written approval.
All guests should abide by Central Coast Good Neighbour Policy and shall ensure quiet time from 10pm to 8am.
Pets are not permitted unless specifically noted in your booking and paid for where applicable.
Smoking is not permitted anywhere inside or outside the property.
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.
Cancellations – booking fees, credit card fees are non-refundable. Refunds on any amount paid following cancellation may only be available if and when period cancelled is fully rebooked for the total period and equal amount of tariff. Refunds may be subject to a cancellation fee.
A credit card fee applies to all credit card payments. AMEX is not accepted. Additional booking fees apply when booking via external websites. I.e. Air BnB, Stayz, etc.
The responsible/registered renter must be at least 21 years of age, guests under 21 are of course welcome but must be accompanied by a parent or guardian.
The price of the booking is subject to change, if there is a change in price you will be notified and offered the opportunity to pay the increased tariff or get a full refund.
If you encounter an issue, please contact us immediately so that we can attempt to fix it. We will not offer any compensation unless we have been afforded the opportunity to solve a problem.
As a condition of rental, guests are required to provide credit card details to enable a bond/pre-authorisation to be completed. The bond amount will vary depending on the property but at a minimum $1,000 (more for prestigious properties).
Booking & Payment
To proceed with a booking with Central Coast Holidays, the following payment conditions apply:
- A booking fee will apply to all bookings. The booking fee 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 booking fees apply when booking via external websites. I.e. Air BnB, Stayz, etc.
- Deposit is due within 72 hours (3 business days) of booking. The deposit is non-refundable unless the property can be rebooked for your dates, see additional information below.
- Deposits are accepted on the basis of current rental and conditions for the premises and is subject to change in conditions or property be unavailable as may be notified by the owner or agent prior to the commencement of the rental. (Every reasonable endeavour will be made to offer alternative accommodation should this occur).
- Balance of all outstanding monies is due 30 days prior to your arrival. Our system will generate a reminder to your email address. Bookings will be cancelled if a payment is not received in accordance with the above terms.
- Payments that are made by credit card (a service fee of 1.5% on standard credit cards will apply. AMEX is not accepted).
- When paying by direct debit (EFT) please place in the description the booking reference number.
- Fee for changes to booking once the booking is made, we reserve the right to charge an additional fee of $75 for any changes made, including but not limited to Change of Property, Change of name of registered guest or number of people.
- Cancellations – If you cancel a booking there will be a cancellation charge of $150. Refunds on any amount paid following cancellation may only be available if and when period cancelled is fully rebooked for the total period and equal amount of tariff. Refunds may be subject to a cancellation fee. Booking fees, credit card fees are not refundable.
- Bond – As a condition of rental, guests are required to provide credit card details to enable a bond/pre-authorisation to be completed. The bond of amount will vary depending on the property at a minimum $1000 (more for prestigious properties).
- Other payment terms and charges may apply to different booking websites. Please see the particular site for details.
As a condition of rental, guests are required to provide credit card details as requested on Online Check-In Form to enable a bond/pre-authorisation to be completed. The bond of amount will vary depending on the property at a minimum $1000 (more for prestigious properties).
By signing this form, you are authorising Raine & Horne Terrigal to deduct your full bond amount should any damages to the property or any breach es of the Terms & Conditions for leasing 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 in excess of those booked and paid for, 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 bond claim & agree to additional charges to the made to your nominated credit card.
We reserve the right to attend the NSW Civil and Administrative Tribunal or the equivalent in other states 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 charges will be subject to a surcharge equivalent to the merchant fee paid by Central Coast Holidays.
CHECK IN/KEY COLLECTION – Holiday premises are available after 2:00pm on the day of arrival and are to be vacated by 10:00am on the day of departure. During December/January check out is 9:00am.
If you are staying at a property in Terrigal, North Avoca, Wamberal, Forresters Beach, Magenta, Gosford or The Entrance North please collect your keys from our Raine & Horne office at TERRIGAL. The Terrigal Office is located at 78 The Terrigal Esplanade Terrigal (next to Commonwealth Bank in the main street).
If you are staying at a property in Avoca, Copacabana or Macmasters Beach please collect your keys from our Raine & Horne office at AVOCA. The Avoca office is located at 186 Avoca Drive, Avoca Beach. If you will be departing on a Sunday or Public Holiday the Avoca office will be closed however, you are able to leave keys in the drop box located to the left side of the Avoca Office.
We cannot guarantee that a property will be ready at the check in time. We will endeavour to have the property ready, however, circumstances may sometimes cause delays. There will be no refund of credit if a property is not ready at the said time.
We may be able to offer an early check in or late check out. Please contact our office to make this request. If we are unable to honour early check in or late check out due this would be due to a back to back booking or unforeseen circumstances.
LATE ARRIVAL – Please advise if you are arriving after 5:00pm, otherwise you may not be provided access to your booked property. Guests checking in after closing hours will be charged a $50.00 cash late check in fee up to 10pm. Any arrivals after 10pm will not be permitted. Arrivals on public holidays or office closure days may be subject to a higher fee.
CHECK OUT/KEY RETURN – All keys are to be returned to the Raine & Horne offices at either Terrigal or Avoca (depending on your check-in location). If you are returning keys outside of office hours/office closure days keys are to be left in the drop box located behind the Raine & Horne Terrigal or the drop box on the side of the Avoca Beach office. If keys are lost or dropped off more than one hour after the agreed departure time a $50 fee will be charged to your provided credit card.
Changes to Bookings/Cancellations
By paying a deposit, the guest is reserving a specific property for specific dates. The property cannot be changed, doing so would effectively cancel the original reservation and cancellation terms will apply. However, we may be able to transfer your booking to different dates or reduce the stay at the same property, at our discretion. There are no guarantees that this will be possible. A transfer fee of $150 plus a further booking fee for the new booking will apply in this case.
Central Coast Holidays 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 you have travel insurance to cover these unforeseen incidents.
Refunds following cancellation may only be available if and when period cancelled is fully rebooked for the total period and equal amount of tariff. Refunds may be subject to a cancellation fee. Booking fees, credit card fees are not refundable.
Long Term Stays
Long Term stays permitted but will require owner approval and are considered 21 days or longer and up to 6 months. If a booking is for 21 days or longer a mid-stay clean will be required at guests’ costs. This will include a linen change. Mid-stay cleans are to be conducted every 2-3 weeks throughout the length of stay.
Standard short stay bookings where a bond is required are processed as a pre-authorisation. For a long term stay a purchase bond will be required. Upon departure should the cleaners report show no issues that would deem a bond claim the bond amount will be refunded back to your nominated bank account.
Guest Information & Obligations
It is a condition of your stay that you adhere to our Terms and Conditions and leave the property promptly after completing the departure checklist that will be emailed to you the day prior to your check out. Guests must always abide by the local council and state planning laws and guidelines regarding short term residential accommodation. Before gaining access to any property, guests may be asked to sign and agree to the REINSW best practice Good Guest Behaviour Policy.
The guest acknowledges & agrees to an early release of their holiday booking deposit to the owners of the property (should the owners request it). The guest acknowledges & agrees that if this occurs, there will be no refund or transfer (to another property) of this deposit, superseding all other term(s) & condition(s) discussing refund &/or transfer of deposit.
Responsible Renter – As the responsible renter, you agree to be an occupant of the Property for the entire duration of the stay, or act as a guarantor (if not staying) . All other occupants will be family members, friends, other responsible adults over 21, or accompanied by a parent or legal guardian.
Keys – Should the keys not be returned, the guest will be liable for any charge incurred in gaining entry and/or replacing keys and changing locks if necessary, plus a processing fee (with a minimum charge of $100).
Cleaning – Your co-operation in leaving premises in a clean and tidy condition would be appreciated. If premises are not left in a tidy condition, an additional cleaning fee will be charged. Premises are to be left as found. Failure to this will incur a bond charge.
On arrival should the property be found not to be to an appropriate standard of cleanliness or require maintenance please phone our office within 24 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.
BBQ – All BBQ’s, Fireplaces and fire pits are to be cleaned on departure. If you arrive to find them dirty, please notify staff ASAP. Otherwise there is a $50 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 to Raine and Horne and we will reimburse you.
Pools/Spas – Use of spas or pools after 10pm is not permitted. Should a pool contain a creepy crawly pool cleaner please DO NOT remove this at any time as they are set on a time 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.
Parking – 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.
Rubbish – Garbage and recycling bins to be left on footpath Wednesday, Thursday or Sunday nights and brought in the next morning. Excess garbage, bottles etc. may be taken to the Kincumber tip. If the bins have not been put out for collection or excess rubbish is left at property, there will be a service fee charged for removal by contractor.
Loss and Damage – All damages, breakages or losses to the property, furniture and furnishing are to be reported immediately and your bond 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.
Children – 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, verandahs, balconies and cleaning chemicals. Children under the age of 10 years should not sleep on the top bed of a bunk.
Issues during stay – 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 and no contact can be made with Raine & Horne staff.
If you lock yourself out of your holiday property and our office is not open please call the locksmith and pay him directly for this service.
Call Out – 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 $110 or both.
Smoking – 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.
Third Party Services – Should you engage the services of a third party during your stay such as a caterer, beautician, massage therapist etc. it is your responsibility to ensure that they adhere to these Terms and Conditions and hold appropriate Public Liability insurance.
Number of Guests – The premises when let as a holiday house are rented to accommodate only the number of persons for which there is bedding provided and for the period stated.
Each holiday property is equipped for a specific number of guests. No mattresses, tents, caravans or more cars than the property accommodates are allowed. It is against Health Department Regulations for more persons to occupy a property than there are beds to accommodate them.
The number of occupants must not exceed the number of beds. Overloading will result in immediate cancellation of the booking. If any beds are found to have been used without linen a $15 per bed fee applies.
Noise/Parties – Excessive noise or parties will not be tolerated and may lead to immediate cancellation/eviction of the booking with no refund and full loss of bond. There is to be no excessive noise past 10pm in all our holiday rental properties.
If a noise complaint is made by a neighbour after the noise restrictions curfew of 10.00pm and agent or police are called out to the property, then you will forfeit your full bond and risk being evicted without refund. If the complaint is not warranted, then the charge will be waved.
We have a strict ‘no party’ policy. If there is, or is evidence of a party/function, you may be asked to vacate the property and there will be an immediate loss of the total bond held.
Noise disruption for these purposes 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 sounds affecting other residents that is audible outside the boundaries of the property.
Good Neighbour Policy – The property is a privately-owned home, and we enforce a good neighbour policy. Please treat the property with the same care you would use with your own residence and leave it in the same condition it was in when you arrived. 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 Central Coast Holidays from the police, local council, neighbours, or neighbourhood. You and other occupants agree to abide by all applicable parking restrictions and limitations.
Security – 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.
Pets – Under no circumstances are animals allowed on or inside the premises (unless otherwise arranged or stated on the properties web page). 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.
Criminal Activity – 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.
Lost & Found – 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 Central Coast Holidays with a suitable prepaid satchel or by collecting the item from one of our offices.
We reserve the right to charge a $25 fee to collect lost property. If not claimed within 30 days, it will be disposed of.
Agent/Owner Limitations of Liability
Bookings are made in good faith by our agency, but 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, but we must point out that these properties are privately owned and are furnished to the individual owner’s standard.
Substitution of Property – At times, situations arise over which we have no control such as ownership changes, extensive repairs or maintenance, or if properties are removed from the holiday rental market. We reserve the right to offer guests alternate accommodation of a similar standard, as available, at our discretion. In the unlikely event of a substitution, we will notify you as soon as possible and make every reasonable effort to ensure you are satisfied.
We cannot guarantee accommodation and, should an alternative not be found, you will be refunded. You hereby agree that, in this case, you will accept the refund as an acceptable outcome.
Price Changes – In some cases, accommodation rates may be subject to increase after you have made payment. Should this occur you will be notified and given the opportunity to pay the difference in tariff, or we can help you find alternative accommodation. If this is not satisfactory, you will be refunded, and you hereby agree that you will accept the refund as an acceptable outcome.
Access – Central Cost Holidays 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.
Equipment – All bed, bathroom & table linen is provided (unless otherwise stated). Guests are required to provide their own beach/pool towels.
Central Coast Holidays 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, 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 Central Cost Holidays, will be remedied at any time during or after the rental period, at the sole discretion of Central Coast Holidays.
Limited Liability – to the maximum extent permitted by law, in no case shall Central Coast Holidays, 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 Central Coast Holidays has been advised of the possibility of such.
Indemnity – Central Coast Holidays 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 – Central Coast Holidays participate in the National Bad Books Register. 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 – Raine & Horne Terrigal and Avoca Beach T/A Central Coast Holidays do 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.