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.
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.
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. 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.
2d. ‘Full house’ rates will apply for midweek bookings made more than 60 days in advance.
2e. Weekend bookings attract a two night rate, weekend nights are, Friday & Saturday or Saturday & Sunday.
2f. Midweek nights are Sunday – Thursday unless including a weekend night.
2g. Public holidays and nominated special periods will attract minimum stays and full house rates.
2h. Guests will be required to pay a fee of $75 if changes to bedding configurations are requested less than 14 days prior to arrival.
2i. The Houses Daylesford reserves the right to refuse any booking.
2j. In the event that a property you have booked is removed from our portfolio your booking will be moved to another property of similar size and price to be discussed with the guest.
3. PAYMENT TERMS
3a. Payments may be made by Visa Card, Mastercard or Bank Transfer.
3b. A deposit of 25% 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 30 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. A 1.3% surcharge applies to payments made via card.
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 36 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.
6a. All requests for cancellations and amendments to bookings must be submitted in writing to email@example.com. Please include booking name, property name & reason for cancelling. All requests for cancellation are final and will not be able to be reversed at a later date.
6b. Bookings may be amended (e.g. date change) up to six months (180 days) prior to arrival without penalty. A request to amend a booking less than six months prior to arrival will be treated as a cancellation and cancellation fees will apply as per below. Cancellation of a booking that has been previously amended will not be eligible for refund, regardless of the notification period, unless the property can be resold for the dates booked. A minimum $75 administration fee will apply.
6c. Upon being notified of a cancellation, The Houses Daylesford will attempt to resell the cancelled property for the same dates. If the cancelled property is able to be re-sold 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-sold for the same dates, the following cancellation fees apply:
1-2 bedroom properties
3-4 bedroom properties
5+ bedroom properties
6e. Any funds remaining after the deduction of cancellation, administration and third-party agent fees will be distributed in the form of a credit voucher with 6 months validity.
6f. Payment processing fees are non-refundable.
6g. Travel insurance is recommended for medical and cancellation coverage.
6h. If your booking needs to be cancelled due to restrictions related to COVID you will be provided with a credit voucher for the monies paid to use on another stay at the property you have booked within 3 years of your original check-in date.
7. CREDIT VOUCHER POLICY
7a. Credit vouchers are issued with 12 months validity (3 years for COVID) 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.
8a. Check-in time is 3pm on the day of arrival and check out is 10am unless specified otherwise.
8b. Keys can be collected in person from the property that has been booked, some properties are keyless and guests are given a code for entry.
8c. Keys should be left at the property.
8d. Early Check-ins and Late check-outs are subject to availability and incur additional fees of $100 unless arranged by The Houses Daylesford.
8e. 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.
8f. Due to unforeseen circumstances The Houses Daylesford may need to relocate your booking into alternative accommodation of similar value & style.
8g. 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.
8h. 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.
8i. 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.
8j. 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.
8k. For properties listed as pet friendly, 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.
8l. 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.
8m. 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. The maximum number of people permitted at the property cannot exceed the maximum number of guests that the property can sleep. 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.
8n. 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.
8o. Guests are required to turn off lights, appliances and lock doors and windows upon departure.
8p. 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.
8q. When a property is booked for 10 nights or more, a complimentary refresh service including fresh linen and towels is provided.
8r. Wi-Fi- (where available) is provided complimentary for guest use. Guests should note that internet connection speeds vary widely according to local area availability and connection type and in many cases, data may be limited. Whilst every endeavour will be made to ensure Wi-Fi is working as intended, we cannot guarantee an available or consistent connection due to network, data or speed issues beyond our control. Outages do occur and whilst we will always try to have the connection restored, this will not always be possible. Compensation will not be considered in these circumstances as Wi-Fi is provided on a complimentary basis.
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.
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.
-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
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:
-Drivers Licence number and expiry date
-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
-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.
We use the Personal Information we collect about you for our business functions and activities, which may include the following:
1.(a) to communicate with you and provide you with information, products or services you have requested, via The Houses Daylesford Website or otherwise;
(b) to manage and administer your account including in relation to your subscription, use of the The Houses Daylesford Website or to answer any enquiries you may have about your account;
(c) to promote and market our products and services to you;
(d) to arrange for services to be provided by third parties;
(e) to personalise and customise your experiences in our houses
(f) to help us research the needs of our customers, and to gain a better understanding of your needs and the needs of customers generally;
1.2 We may be also disclose your Personal Information if we are required to do so by law.
1.3 We may collect and use your Personal Information for other purposes not listed above. If we do so, we will make it known to you at the time we collect or use your Personal Information.
2.We may use your Personal Information to provide you with marketing material about us, our services, or products that we think may be of interest to you. We do not disclose any personally identifiable information of our users to advertisers.
2.2 You may opt-out of receiving marketing information from us at any time by:
(a) clicking on the “Unsubscribe” link included in any marketing email you receive from us; or
(b) contacting us as specified in clause 12.
The Houses Daylesford uses MailChimp to provide electronic newsletters to subscribers.
MailChimp will use the information collected from you for the purpose of hosting the online platform to enable The Houses Daylesford to create, send and manage electronic newsletters. MailChimp will also use this information to measure the performance of The Houses Daylesford email campaigns.
MailChimp may transfer this information to its contractors or other third parties who process the information on MailChimp’s behalf, or where otherwise required to do so by law.
MailChimp is based in the United States of America (USA) and is subject to the laws of the USA. Your information (including your IP address) will be transmitted to and stored by MailChimp on servers located outside Australia.
You can unsubscribe from The Houses Daylesford electronic newsletter at any time by selecting the “unsubscribe” option in every email sent to you by MailChimp.
If you have any questions or concerns relating to the use of your personal data please contact firstname.lastname@example.org
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 email@example.com You may also telephone us on +61 5348 2008.