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Terms & Conditions

Staying at The Houses Daylesford

 

 

 

All bookings made with The Houses Daylesford are subject to the following terms and conditions and the person making the booking will be deemed to have accepted these Terms and Conditions on behalf of all persons who will be staying at the property under the booking once any payment is made in relation to the booking.

 

 

1.    DEFINITIONS

 

 

In these terms and conditions:

 

1a.   ‘The Houses Daylesford’ means The Houses Daylesford Pty Ltd.

1b.   ‘Full House’ rate means a rate applied that includes use of all bedrooms at the property regardless of how many bedrooms are actually required.

1c.   ‘Weekend’ means , Friday & Saturday, or Saturday & Sunday.

1d.   ‘Midweek’ means Sunday, Monday, Tuesday, Wednesday and Thursday unless when in conjunction with a ‘weekend’ night.

1e.  ‘Public Holiday’ means any Victorian gazetted public holiday

1f.    ‘Special Period’ means any period of time denoted as a ‘special period’ by The Houses Daylesford as shown on the ‘availability calendar’ on the The Houses Daylesford website, and can include (but is not limited to) School Holidays, Public Holidays and days surrounding public holidays.

1g.   ‘Availability Calendar’ means the calendar shown on the The Houses Daylesford website that indicates availability for each property.

1h.   ‘Extras’ means any additional item purchased via the The Houses Daylesford website including (but not limited to) dinners, massage and other spa services, flowers, chocolates, wine, arrival hampers.

1i.     ‘Easter minimum 4 nights stay with The Houses Daylesford.

1j.      ‘Code Red-Fire Danger Day’ means a day declared by the CFA as a Code Red Fire Danger Day as per the CFA website www.cfa.vic.gov.au.

 

 

2.    BOOKINGS

 

 

2a.   The name of the person on the original booking form remains the sole contact and is responsible for the property booked and all communications with The Houses Daylesford.

2b.   Properties are individually owned so your deposit/payments cannot be transferred from one property to another.

2c.   Online bookings made less than 48 hours prior to arrival must be confirmed by calling us during business hours on: +61 (0)430 068 999..

2d.   If, due to a system error that has caused incorrect rates to be calculated, The Houses Daylesford has to amend the rate of a property after it has been booked and/or paid online, The Houses Daylesford gives the guest the first opportunity to cancel the booking at no penalty.

2e.   ‘Full house’ rates will apply for midweek bookings made more than 60 days in advance.

2f.   Weekend bookings attract a two night rate, weekend nights are, Friday & Saturday or Saturday & Sunday.

2g.     Midweek nights are Sunday – Thursday unless including a weekend night.

2h.     Public holidays and nominated special periods will attract minimum stays and full house rates.

2i.   Guests will be required to pay a fee of $75 if changes to bedding configurations are requested less than 14 days prior to arrival.

2j.     The Houses Daylesford reserves the right to refuse any booking.

 

 

3.  PAYMENT TERMS

 

 

3a.   Payments may be made by Visa Card, Mastercard or Bank Transfer.

3b.   A deposit of 50% of the total rate is required when booking. Accommodation will not be held without a deposit.

3c. If paying the initial deposit by bank transfer, the bank transfer must be completed within 24 hours to prevent the booking being cancelled.

3d.   The balance must be received 14 days prior to arrival.

3e.   Failure to comply with these payment terms may result in your booking being cancelled by The Houses Daylesford with no refund of any deposit paid.

3f.   Payments may be made with a maximum of two transactions, either by credit card or direct deposit.

 

 

4.    PROCESSING FEES

 

 

4a.   Our processing fee is intended to cover the cost of credit card fees applied by the bank. We encourage you to review detailed information about our processing fees which are as follows:

 

-Visa or Mastercard attract a 2% surcharge.

 

-Bank Transfers -no processing fees apply to Bank Transfers.

 

 

5.    GIFT VOUCHER POLICY

 

5a.   Gift Vouchers can be purchased for any value with a minimum $100. Gift Vouchers can be used as full or part payment against bookings at The Houses Daylesford.

5b.   Gift vouchers are issued with 12 months validity. A 3 month grace period may be granted at the discretion of The Houses Daylesford and will incur a minimum $75 administration fee.

5c.   Gift vouchers should be treated as cash and cannot be replaced in the event of being lost or stolen.

5d.   To ensure the security of your gift voucher, the unique gift voucher number should not be disclosed to anyone.

5e.   Gift vouchers must be redeemed in full on a single booking. No refunds or reimbursements will be provided for unused portions of gift vouchers.

5f.    Gift vouchers are not redeemable for cash.

 

 

6.    CANCELLATIONS

 

6a.All requests for cancellations and amendments to bookings must be submitted in writing Please include booking name, property name & reason for cancelling.

6b.Please note that we have a NO REFUND policy.

6c.If the cancelled property is able to be re-booked for the same dates, a credit voucher for the total deposit paid less a minimum $75 administration fee will be issued.

6d.If the cancelled property is not able to be re-booked for the same dates, the following cancellation fees apply:
– Cancellation notified more than 60 days prior to arrival – 25% of the total rate
– Cancellation notified 31-59 days prior to arrival – 50% of the total rate
– Cancellation notified 30 days or less prior to arrival- 100% of the total rate

6e.A minimum $75 administration fee applies to all cancelled bookings.

6f.Booking Fees and processing fees are non-refundable.

6g.Any funds remaining after the deduction of cancellation, administration and booking fees will be distributed in the form of a credit voucher with 6 months validity.

6h.A request to amend a booking will be treated as a cancellation.

6i.Travel insurance is recommended for medical and cancellation coverage.

6j.In addition to our cancellation policy, any amendments made to booking dates will incur a minimum administration fee of $75.

 

 

7.    CREDIT VOUCHER POLICY

 

 

7a.   Credit vouchers are issued with 6 months validity and cannot be extended.

7b.   Credit vouchers should be treated as cash and cannot be replaced in the event of being misplaced, lost or stolen.

7c.   Credit vouchers must be redeemed in full on a single booking. No refunds or reimbursements will be provided for unused portions of credit vouchers.

7d.   Credit vouchers are not redeemable for cash.

7e.   Cancellation of accommodation booked using a credit voucher is final. No refund or replacement credit voucher will be issued.

 

 

8. ACCOMMODATION TERMS OF USE

 

 

8a.   Check-in time is 3pm on the day of arrival and check out is 11am unless specified otherwise.

8b.   A Guest Registration Form must be completed at or before check-in by the person who made the booking. As part of this registration, guests are agreeing to allow The Houses Daylesford the right to debit the credit card supplied as pre-authorisation or withhold funds from the security bond for the cost of any breaches of the terms and conditions outlined in this document.

8c.   Keys can be collected in person from the The Houses Daylesford property that has been booked during business hours. It is the responsibility of the guest to make arrangements with our office for alternative key collection outside of business hours.

8d.   Keys should be left at the The Houses Daylesford property no later than 11am on the day of departure.

8e.   Early Check-ins and Late check-outs are subject to availability and incur additional fees of $100 unless arranged by The Houses Daylesford.

8f.    Guests are responsible for their choice of accommodation. The Houses Daylesford is not responsible if the style of property does not live up to guests expectations, therefore guests should view property listings on www.thehousesdaylesford.com carefully before selecting their preferred property.  Please call our office if you require clarification on any aspect of a property prior to booking.

8g.   Due to unforeseen circumstances The Houses Daylesford may need to relocate your booking into alternative accommodation of similar value & style.

8h.   Please respect the privacy of our local community and neighbours. If a guest’s behaviour or noise level is unreasonable, a warning will be given and ignoring this will result in the cancellation of the booking without refund.

8i.     Requests for assistance or maintenance may result in a minimum $90 call out fee where the guest is at fault and/or the call out is not deemed to be of an emergency nature. This fee will be payable at the time of the call out and must be paid to the agent attending the callout as appointed by The Houses Daylesford.

8j.     All properties are non-smoking, failure to comply will result in a minimum $200 fine. Guests may also be liable for the loss of owner’s income from any future bookings affected by their actions.

8k.   Excess Rubbish Removal fees may apply if the amount of rubbish left at the property is deemed over and above what should be reasonably expected for the length of stay and number of guests.

8l.     Properties listed as pet friendly incur a fee to cover general cleaning. An additional fee will be applied if excess cleaning is required after departure. Should pets be found in accommodation not classified as pet friendly, guests may be requested to vacate their property immediately with no refund and will be liable for additional cleaning fees.

8m.  Rates apply for any additional guests staying at the property that were not included as part of the original booking. Please advise The Houses Daylesford and make necessary payment for additional guests. Should additional unpaid guests be found, the booking will be cancelled and you will be asked to vacate. No refund will be given.

8n.   The Houses Daylesford properties are offered on the basis of private, residential usage only. Events, functions, parties and gatherings are not permitted at any The Houses Daylesford properties unless arranged with owners. Should this occur you will be requested to vacate the property immediately and your booking will be cancelled without refund unless discussed with The Houses Daylesford management.

8o.   Guests are expected to leave the property in a neat and tidy manner on departure. This includes washing and putting away dishes, returning all items to their original position, all food items removed from fridges, barbeques cleaned, ovens and microwaves wiped out and rubbish placed in appropriate bins. Additional cleaning fees (minimum $50-$100) may apply if the property is not left in a presentable condition.

8p.   Guests are required to turn off lights, appliances and lock doors and windows upon departure.

8q.   A minimum key replacement fee of $50 will apply if property keys are not returned on departure. Additional locksmith fees may also apply if locks require replacement due to the loss of keys.

8r.    When a property is booked for 10 nights or more, a complimentary refresh service including fresh linen and towels is provided.

 

 

9. CODE RED FIRE DAYS

 

 

9a.   In the event of a Code Red – Fire Danger day being declared for our region, The Houses Daylesford will be closed and the following procedure will apply:

 

-Guests currently in-house will be given the option to vacate the property prior to 5pm the evening before the code red day.

 

-Guests due to check-in on the code red day will be called and advised that the accommodation will not be available and the office will be closed.
All guests that leave their accommodation or have been advised not to attend will be issued with a credit voucher for a future stay equal in value to the balance of their stay.

 

 

10. COMPLAINT RESOLUTION POLICY

 

 

10a.   Should you have a need to raise a complaint please make contact with our office at the first available opportunity.  We will then attempt to rectify or resolve the matter so that you can continue to enjoy your stay.  Housekeepers take a certain level of care with the property however should you feel that something may have been overlooked please bring this to our attention so that we can assist. It is our aim to ensure that guests enjoy their stay.  Any complaint during checkout or after your departure will be noted and acted on where appropriate, however we will not consider compensation if we were not given the opportunity to fix or rectify matters at the time the issue occurred.

 

 

11. LOSS AND DAMAGE

 

 

11a.   Whilst you are in residence, you are fully responsible for all breakages and damage caused to the property, its furniture and fittings.  Any breakages, damage or loss must be reported to The Houses Daylesford immediately.

11b.   The Houses Daylesford reserves the right to request payment in full and/or charge repair/replacement costs to the guest credit card provided as pre-authorisation, or by withholding the cash security bond, in the event of property  damage or theft either accidentally, maliciously or through negligence on the guests behalf.

11c.   All properties are privately owned, The Houses Daylesford cannot be responsible for the failure of utilities, services, equipment or appliances however every attempt will be made (within reason) to rectify the issue. If issues cannot be resolved, we may relocate guests to an alternative property of similar value & style.

11d.   The Houses Daylesford is not responsible for the security of your belongings and encourages you to ensure your accommodation is secure when not occupied.

11e.   Any belongings left in the property that are unclaimed within 7 days from date of departure will be donated to local charity organisations. Any items claimed need to be collected within 7 days or can be returned C.O.D (cash on delivery).

 

 

12. ADDITIONAL COSTS

 

 

12a.   The Houses Daylesford reserves the right to debit the credit card provided as pre-authorisation, or request payment in full of any outstanding charges that apply to your booking. This includes, but is not limited to, extra cleaning, rubbish removal, additional guests, extended stays, extra bedrooms occupied, smoking penalties, lost keys, callouts, repairs or damage to property.

12b.   All fees listed in this document are subject to change without notice.

 

 

13. PRIVACY POLICY

 

 

Online Credit Card Payment Information

 

When you book and pay for accommodation online a secure server is used. Secure Server Layer (SSL) encrypts the information you send through this web site. The Houses Daylesford makes no warranty in respect of the strength or effectiveness of that encryption and The Houses Daylesford (Aust) Pty Ltd is not responsible for events arising from unauthorised access of the information you provide.

 

Privacy Statement

 

The Houses Daylesford (Aust) Pty Ltd (ABN N0. 89 608 319 955) take care to respect our customers right to privacy and to fully comply with our obligations under the Privacy Act 1988 (Cth) (as amended by the Privacy Amendment (Private Sector) Act 2000 (Cth)). We use any information we collect about customers only in accordance with our Privacy Policy and to provide a more customised service experience.

 

The Houses Daylesford Customer Privacy Policy

 

While information is an important element in our ability to provide superior service, our most important asset is our customers trust. Keeping customer information secure, and using it only as our customers would want us to, is a top priority for all of us at The Houses Daylesford. This Privacy Policy will apply to any personal information you provide to us:

 

-When making a booking with us, online or directly
-Via other online sites operated by The Houses Daylesford or associated companies and its contractors
-Under any other agreement or arrangement
-This Privacy Policy will also apply to any information about you that is provided to us by someone else.

 

What information do we collect

 

The types of personal information that we collect from you will depend on the circumstances of collection and on the type of service you request from us. The type of information we will collect about you includes:

 

-Your name
-Address
-Telephone numbers
-Email address
-Drivers Licence number and expiry date
-Location details
-Credit Card number and expiry date.
-We will never collect sensitive information about you without your express consent.

 

How do we collect information?

 

We may collect personal information about you when you deal with us over the telephone, send us correspondence (letter, fax or email), visit our websites or when you have contact with us in person.

 

As well as collecting information directly from you, there may be occasions when we collect information about you from a third person. For example:

 

-From people making bookings on your behalf
-From market research companies contracted by us to obtain information so that we may improve products and services.
-How we use your personal information?

 

We generally collect your personal information for the following purposes:

 

-To process your accommodation booking or other service requested
-To conduct marketing activities and to conduct market research.
-Some of the personal information we collect is essential for us to be able to accurately identify who is using the service. Other types of information we collect help us to profile who is using our -services and what their interests are.

 

 

Third Party Disclosure

 

 

We may disclose your personal information to third parties, for example, to our contractors to whom we contract out certain services. We engage third party contractors to perform services for us which involves the contractor handling personal information we hold. For example, we currently engage third party contractors to:

 

-Clean accommodation provided
-Provide personal body treatments i.e. massages etc.
-Supply floral arrangements
-Provide catering services or dinner reservations
-Bicycle and motorbike hire
-Vehicle transfers
-Supply other personal services requested by you
-Provide electronic funds transfer services, credit card account processing and related services
-Collect commissions payable to us
-Conduct market research.

 

In these situations, we prohibit the third party contractor from using personal information about you except for the specific purpose for which we supply it. They are not permitted to retain any customer information after they have completed their contracted obligations. We will not disclose your personal information without your consent unless disclosure is either necessary to prevent a threat to life or health, authorised or required by law, reasonably necessary to enforce the law or necessary to investigate a suspected unlawful activity.

 

We will, on request, provide you with access to the information we hold about you, unless there is an exception which applies under the National Privacy Principles, including for the purpose of correcting or updating that information.

 

We may recover from you our reasonable costs of supplying you with access to this information.

 

Your request to provide access to this information will be dealt with in a reasonable time.

 

We take reasonable steps to ensure that your personal information is accurate, complete, and up-to-date whenever we collect it. If the personal information we hold about you is inaccurate, incomplete or out-of-date, please contact us and we will take reasonable steps to either correct this information, or if necessary, discuss alternative action with you.

 

Transfer of information overseas

 

We will obtain your consent before transferring any of your information to third parties overseas.

 

Resolving your concerns

 

If you wish to gain access to your personal information, have a complaint about a breach of your privacy or you have any query on how your personal information is collected or used, please forward your request, complaint or query to our address: 3 Howe Street, Daylesford Victoria 3460 or email us at You may also telephone us on +61 430 068 999.

 

Changes to this Privacy Policy

 

We may amend this Privacy Policy as our business requires or the law changes. Any changes to this Privacy Policy will be updated on www.thehousesdylesford.com periodically to ensure that you have access to our most current Privacy Policy.