Booking Terms & Conditions

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Important Booking Conditions

The lead guest making the booking must be 25 years of age or older, must stay at the property for the entire booking and is responsible for all guests and visitors. Any guest under 25 years of age must be accompanied by their parent or legal guardian for the entire stay.

Host Port Stephens does not accept schoolies bookings, parties, functions, weddings, events, large gatherings or bookings made on behalf of another person. Only registered guests may stay overnight, and the property’s advertised maximum occupancy must not be exceeded.

Quiet hours are between 10:00 pm and 8:00 am, although excessive noise and antisocial behaviour are prohibited at all times. Smoking and vaping are prohibited inside all properties. Pets are permitted only at properties advertised as pet-friendly and when declared in the booking or approved in writing.

Direct-booking cancellation policy

• 61 days or more before check-in: Refund less a $150 cancellation fee and any non-refundable transaction or payment-processing costs.

• 30–60 days before check-in: 50% refund of the total booking value, less any non-refundable transaction or payment-processing costs.

• Fewer than 30 days before check-in: No refund.

By making a booking, the lead guest confirms that they have read and agreed to these Terms, the property listing and any property-specific rules supplied with the booking.

1. Parties and acceptance

These Terms apply to accommodation bookings managed by Host Port Stephens.

The accommodation agreement is between the guest named in the booking and the owner of the selected property, with Host Port Stephens acting as the owner’s authorised property manager and booking agent.

The lead guest accepts these Terms on behalf of everyone included in the booking and is responsible for ensuring that all guests and visitors comply with them.

The guest must check the booking confirmation and notify Host Port Stephens of any error or discrepancy within 48 hours of receiving it.

Property-specific conditions provided in the listing, booking confirmation or guest instructions also form part of the booking agreement.

2. Booking requirements

A booking is confirmed once:

• all required booking and guest information has been provided;

• the applicable payment has been successfully processed; and

• written booking confirmation has been issued.

Direct bookings may be confirmed instantly where the applicable initial payment is successfully processed.

The lead guest must:

• be 25 years of age or older;

• make the booking in their own name;

• stay at the property for the entire booking;

• provide accurate contact and payment information; and

• provide the full names and ages of all guests when requested.

Any guest under 25 years of age must be accompanied by their parent or legal guardian for the entire stay.

We may request photo identification and proof of age or guardianship where reasonably necessary.

Bookings made on behalf of another person are not permitted unless approved by Host Port Stephens in writing.

We may decline or cancel a booking where the information supplied is false, misleading or incomplete, subject to applicable law and any relevant booking-platform terms.

3. Schoolies, parties and prohibited bookings

Host Port Stephens does not accept:

• schoolies bookings;

• bookings made by or on behalf of unaccompanied persons under 25 years of age;

• bookings where a guest under 25 years of age will not be accompanied by their parent or legal guardian for the entire stay;

• parties, functions or large gatherings;

• weddings, receptions or events;

• bucks or hens gatherings;

• unauthorised commercial activities;

• bookings involving excessive guests;

• bookings associated with anticipated antisocial behaviour; or

• bookings that breach the property’s advertised conditions.

The property must not be used for commercial photography, filming, events, functions or the provision of paid services without prior written approval.

A serious breach may result in cancellation or termination of the stay, removal from the property and recovery of reasonable costs caused by the breach, subject to applicable law.

4. Prices and minimum stays

All prices are in Australian dollars and include GST where applicable.

The total booking price may include accommodation, cleaning, service, pet, payment-processing and optional service fees as disclosed during booking.

Rates and availability may change before a booking is confirmed. Once confirmed, the booking price will not be increased except where:

• the guest requests a change;

• incorrect information was supplied;

• a clear and genuine pricing error occurred; or

• a tax or government charge changes.

If we identify a material pricing error, we will contact the guest and provide the option to accept the corrected price or cancel for a refund of amounts paid.

Minimum-stay requirements may apply and will be displayed when booking. Most properties ordinarily have a minimum stay of two nights, although longer minimum stays may apply during weekends, events, school holidays and peak periods.

5. Direct-booking payments

Unless different payment arrangements are shown during booking:

• a 50% deposit is payable when the booking is made; and

• the remaining balance is payable 30 days before check-in.

Where a booking is made within 30 days of check-in, full payment is due when booking.

A booking may be cancelled if payment is not received by its due date. Check-in instructions will not be released until all required payments, guest details and security requirements have been completed.

Payments are processed using the payment methods offered during checkout. Payment-processing charges, if applicable, will be disclosed before payment.

6. Direct-booking cancellations

Cancellation requests must be submitted to Host Port Stephens in writing.

The following cancellation policy applies to direct bookings:

Cancellations 61 days or more before check-in

Payments will be refunded less:

• a $150 cancellation fee; and

• any transaction or payment-processing costs that have actually been incurred and cannot be recovered.

Cancellations 30–60 days before check-in

The guest will receive a refund of 50% of the total booking value, less any transaction or payment-processing costs that have actually been incurred and cannot be recovered.

Cancellations fewer than 30 days before check-in

The booking is non-refundable.

No refund is provided for cancellation on the day of arrival, early departure, failure to arrive or a change of mind after check-in, except where required by law.

Date-change requests are subject to availability and written approval. A change may result in a price adjustment and does not automatically create a right to a refund.

Guests are strongly encouraged to obtain travel insurance covering illness, transport disruption, severe weather, personal emergencies and other unforeseen events.

Nothing in this cancellation policy limits any right or remedy available under the Australian Consumer Law.

7. Booking-platform reservations

Bookings made through Airbnb, Booking.com, Vrbo, Stayz or another booking platform are also subject to that platform’s applicable payment, amendment, cancellation and refund conditions.

Where the booking platform’s conditions conflict with these Terms in relation to a matter controlled by the platform, the platform’s applicable conditions will take precedence.

The property rules, age requirement, maximum occupancy, conduct requirements and damage responsibility in these Terms continue to apply unless the platform expressly requires otherwise.

8. Security bond

A security bond in the form of a credit-card pre-authorisation (hold) is required before check-in. For direct bookings, the security bond ranges from $500 to $1,500, depending on the property, and will be disclosed during the booking process and in the booking confirmation.

For reservations made through a third-party booking platform, the security bond arrangements stated in the booking confirmation or the platform’s applicable rules will apply.

The security bond may be used toward reasonable costs resulting from damage, missing items, excessive cleaning, unauthorised guests or animals, smoking or vaping inside the property, lost keys or remotes, guest-caused maintenance issues, late check-out or another breach causing loss or expense.

Where practicable, Host Port Stephens will provide details and supporting information for any proposed deduction. The security bond does not limit the guest’s liability for reasonable costs exceeding the bond amount.

9. Check-in and check-out

Standard check-in is from 3:00 pm and standard check-out is by 10:00 am, unless different times are confirmed in writing.

Properties are generally self-check-in. Access instructions will be provided before arrival once all booking requirements have been completed.

Early check-in and late check-out:

• are subject to availability;

• must be confirmed in writing;

• cannot be guaranteed before the appropriate arrival or departure date approaches; and

• may attract an additional fee.

Unauthorised late check-out may incur a charge of $50 per hour where reasonably required to cover additional staffing, cleaning or disruption to the next booking.

Guests must complete the supplied departure instructions and leave the property reasonably clean and tidy.

10. Occupancy and visitors

Only registered guests may stay overnight.

The number of occupants must not exceed the number booked or the property’s advertised maximum occupancy.

Visitors require prior approval from Host Port Stephens and must leave by the time specified by management.

The lead guest is responsible for the conduct of all occupants, children and visitors and for any loss or damage they cause.

Subletting, transferring or reselling the booking is prohibited.

11. Guest conduct and NSW requirements

Guests must comply with:

• the NSW Code of Conduct for the Short-term Rental Accommodation Industry;

• applicable laws and council requirements;

• these Terms;

• the property’s house rules; and

• reasonable instructions issued by Host Port Stephens.

Guests must behave responsibly, respect neighbours, care for the property and ensure that their visitors do the same.

Host Port Stephens may report serious breaches to the relevant booking platform, NSW Fair Trading, police or another authority where appropriate.

12. Noise and neighbours

Quiet hours are between 10:00 pm and 8:00 am. During quiet hours, noise must be kept indoors and at a level that cannot unreasonably disturb neighbours.

Excessive noise, amplified music, shouting, antisocial behaviour and other disturbances are prohibited at all times.

Guests must:

• respect neighbouring residents;

• comply with parking restrictions;

• avoid obstructing roads, driveways or accessways; and

• respond promptly to any reasonable request to reduce noise.

A serious or repeated disturbance may result in termination of the stay. The guest may also be responsible for reasonable management, security or contractor costs arising from the incident.

13. Property security

Guests must:

• secure doors and windows when leaving the property;

• follow the supplied locking instructions;

• keep keys, remotes and access codes secure;

• immediately notify Host Port Stephens if the property cannot be secured;

• not copy keys or share access codes with unauthorised persons; and

• return all keys, remotes and access devices as instructed.

Guests must not attempt to break into the property when locked out.

Lost keys or unauthorised access may result in a $150 management call-out fee plus the reasonable cost of locksmith attendance, replacement keys, remotes or lock changes where required.

14. Smoking, vaping and fires

Smoking and vaping are prohibited inside all properties.

Guests smoking outside must do so safely, keep away from open doors and windows and dispose of cigarette butts appropriately. Smoking may be prohibited throughout some properties where stated in the listing or house rules.

Evidence of smoking or vaping inside may result in a cleaning and deodorising charge, currently estimated from $350, plus any additional reasonable cost required to restore the property.

Guests must not bring or use portable charcoal barbecues, unauthorised fire pits, candles, fireworks or other open-flame equipment.

Supplied fireplaces, barbecues and fire pits must be used according to the instructions provided and any fire restrictions in force.

15. Pets and assistance animals

Pets are permitted only:

• at properties advertised as pet-friendly;

• where they have been included in the booking or approved in writing; and

• in accordance with the property-specific pet rules.

The guest is responsible for supervising the animal and for additional cleaning, damage, waste or disturbance caused by it.

Unauthorised animals may result in reasonable additional cleaning and remediation costs.

Legitimate assistance animals will be accommodated in accordance with applicable law. Guests are encouraged to notify Host Port Stephens before arrival so appropriate arrangements can be made.

16. Children and property suitability

Children must be actively supervised by a responsible adult, particularly around:

• pools and spas;

• balconies, decks and verandas;

• stairs and potential fall areas;

• fireplaces and barbecues;

• baths and bathrooms;

• roads and driveways;

• cleaning products; and

• sporting or leisure equipment.

Unless expressly stated, baby gates and stair barriers are not supplied.

Guests are responsible for reviewing the listing and deciding whether a property is suitable for their group before booking. Guests should contact Host Port Stephens before booking if they require further information about stairs, balconies, pools, accessibility or another safety feature.

A guest’s later decision that the accurately described property is unsuitable does not, by itself, create a right to a refund, except where required by law.

17. Pools, spas, saunas and glassware

Guests must follow all supplied operating and safety instructions for pools, spas, saunas and other amenities.

Children must be actively supervised around water at all times.

Glassware is prohibited in pool and spa areas.

Amenity temperatures may be affected by weather, guest use, maintenance requirements and equipment limitations. A particular temperature is not guaranteed unless expressly confirmed in writing.

Guests must not alter pool, spa, sauna, pump, heater or filtration settings unless instructed by Host Port Stephens.

18. Motorbikes, equipment and prohibited items

Dirt bikes, quad bikes and other recreational motorised vehicles must not be ridden on the property.

Motorbike or equipment trailers require prior approval where they may affect parking, access or neighbours. Motorbikes and sporting equipment must not be stored inside the accommodation unless expressly approved.

Firearms, air rifles, fireworks and illegal items are prohibited at the property.

Any sporting, leisure or water equipment supplied with a property:

• must be used responsibly and at the guest’s own level of ability;

• must be inspected by the guest before use;

• must be returned to its proper storage location; and

• must not be used contrary to supplied instructions or weather warnings.

Guests are responsible for loss or damage caused by negligent or unauthorised use.

19. Property condition, damage and alterations

Guests must take reasonable care of the property, furnishings and equipment.

Guests must not:

• move furniture outside;

• remove property contents;

• nail, screw, staple, tape or otherwise fix items to surfaces;

• alter, disconnect or interfere with equipment;

• undertake repairs without approval; or

• use the property for unlawful activity.

Furniture and styling items must be returned to their original locations before departure.

Damage, breakages, missing items and maintenance problems must be reported promptly. Guests should report any pre-existing damage discovered after check-in so they are not incorrectly held responsible.

Guests are responsible for reasonable repair, replacement or remediation costs arising from negligent, deliberate or unauthorised conduct.

20. Cleaning, linen and rubbish

The departure clean does not include excessive cleaning, unreasonable mess, stains, large quantities of rubbish, unauthorised pet cleaning or remediation required because the property rules were breached.

Guests must:

• leave the property reasonably tidy;

• wash or stack dishes as instructed;

• place rubbish in the appropriate bins;

• clean the barbecue after use where instructed;

• avoid staining or damaging linen and furnishings; and

• complete the supplied departure checklist.

Reasonable additional cleaning, steam-cleaning, linen replacement and rubbish-removal costs may be charged where required.

21. Utilities, internet and equipment failure

Internet access may be provided for guest convenience, but continuous speed, coverage or availability cannot be guaranteed.

Host Port Stephens is not responsible for interruptions to electricity, gas, water, telecommunications, internet or other services caused by a utility provider or circumstances beyond our reasonable control.

Guests must report a failure promptly. We will take reasonable steps to investigate and arrange repairs, having regard to the nature of the issue, contractor availability and the time it is reported.

Nothing in this section limits a guest’s rights under the Australian Consumer Law where the failure materially affects the accommodation service.

22. Maintenance and access

Guests must promptly report faults, hazards, damage and maintenance problems and provide a reasonable opportunity for Host Port Stephens or an authorised contractor to inspect or rectify the issue.

For non-urgent matters, reasonable notice of access will be provided wherever practicable.

Host Port Stephens or an authorised person may enter without prior notice where reasonably necessary to:

• respond to an emergency;

• protect a person or the property;

• investigate a serious suspected breach;

• complete urgent repairs; or

• comply with a legal obligation.

Guests must not arrange repairs or engage contractors on behalf of the property without prior approval.

23. Management and contractor call-outs

Where a call-out is reasonably required because a guest:

• has lost a key;

• has locked themselves out;

• has failed to follow supplied instructions;

• has interfered with equipment;

• has caused a maintenance issue; or

• has requested attendance for an issue caused by their own equipment or actions,

the guest may be charged:

• a management call-out fee of $150; and

• any reasonable locksmith, security, contractor, repair or replacement costs.

No call-out fee will apply where attendance is required because of a property fault not caused by the guest.

24. Third-party service providers

Guests must obtain approval before engaging a caterer, massage therapist, beautician, photographer or other service provider to attend the property.

Any approved provider must comply with these Terms and hold appropriate qualifications and insurance where applicable.

Independent contractors and businesses, including those recommended in the Host Port Stephens Guest Guide, are not employees or agents of Host Port Stephens.

Host Port Stephens is not responsible for the acts, omissions, products or services of an independent third party, except where liability cannot lawfully be excluded.

25. Guest Guide and VIP offers

The Host Port Stephens Guest Guide contains recommendations, website links and offers from independent tourism operators, restaurants, shops and other businesses.

Information, opening hours, prices, availability and offer conditions may change without notice.

VIP offers and discount codes:

• are subject to the participating business’s conditions;

• may require advance booking;

• may be changed or withdrawn;

• cannot be exchanged for cash; and

• may not be combined with another promotion unless permitted by the participating business.

Guest-only codes must not be published, resold or distributed for unauthorised use.

26. Wildlife and the natural environment

Properties in coastal and bushland areas may occasionally be visited by insects, spiders, birds, rodents, snakes or other wildlife.

The presence of naturally occurring wildlife does not necessarily indicate a property defect.

Guests must not approach, feed or interfere with wildlife and should immediately report any animal or pest presenting a safety concern.

We will take reasonable action where pest treatment or another response is appropriate.

27. Personal belongings and lost property

Guests are responsible for their personal belongings.

Host Port Stephens is not responsible for loss, theft or damage to personal property unless caused by our negligence or where liability cannot lawfully be excluded.

We will make reasonable efforts to locate items left behind. The guest is responsible for postage, courier and reasonable handling expenses associated with returning an item.

Unclaimed items may be disposed of or donated after a reasonable period.

28. Events beyond reasonable control

We are not responsible for delay, disruption or failure caused by events beyond our reasonable control, including severe weather, bushfire, flooding, natural disaster, utility outages, government restrictions, road closures or urgent safety issues.

If such an event materially affects the booking, we will act reasonably and in accordance with applicable law and any relevant booking-platform policy.

Guests are responsible for monitoring weather, road and emergency warnings and are strongly encouraged to obtain travel insurance.

29. Property becoming unavailable

If the booked property becomes unavailable or unsafe, we may offer:

• suitable alternative accommodation;

• revised booking dates; or

• a refund of affected accommodation charges.

The remedy will depend on the circumstances, applicable law and any relevant platform policy.

We are not responsible for additional travel or accommodation arrangements made without our prior approval, except where otherwise required by law.

30. Personal injury and liability

Guests use the property and its facilities with reasonable care and are responsible for their own negligent, deliberate or unlawful conduct.

To the maximum extent permitted by law, Host Port Stephens and the property owner are not responsible for:

• indirect or consequential loss;

• loss caused by failure to follow instructions;

• loss caused by an unauthorised activity;

• personal belongings left unattended; or

• injury or damage caused by a guest’s own conduct.

Nothing in these Terms excludes, restricts or modifies:

• rights or remedies under the Australian Consumer Law;

• liability that cannot lawfully be excluded; or

• liability arising from negligence to the extent it cannot lawfully be limited.

31. Privacy

Personal information is collected and used to:

• administer bookings;

• verify guest details;

• process payments and security bonds;

• communicate with guests;

• protect guests and property;

• address complaints; and

• comply with legal obligations.

Information may be provided to property owners, booking platforms, payment providers, contractors, insurers or authorities where reasonably necessary for these purposes.

Payment-card information is processed through secure third-party payment providers and is also subject to their privacy practices.

Further information is available in our Privacy Policy.

32. Complaints and dispute resolution

Guests must report concerns as soon as reasonably possible during the stay so that Host Port Stephens has an opportunity to investigate and assist.

If a dispute cannot be resolved informally, either party may provide written notice describing the issue. The parties will attempt to resolve the dispute in good faith through discussion or mediation before commencing court proceedings, where appropriate.

This does not prevent either party from seeking urgent relief, recovering an undisputed debt or exercising a legal right.

Complaints may be sent to:

Host Port Stephens
Email: info@hostportstephens.com.au
Phone: 0422 616 615

33. Severability

If part of these Terms is found to be invalid or unenforceable, that part will be read down or removed to the minimum extent necessary. The remaining Terms will continue to apply.

34. Entire agreement and changes

These Terms, the property listing, booking confirmation, applicable platform terms and property-specific rules form the agreement applying to the booking.

A change requested by a guest is effective only when confirmed by Host Port Stephens in writing.

We may update these website Terms from time to time. The version supplied or made available when a booking is confirmed will ordinarily apply to that booking, unless a later change is required by law or agreed with the guest.

35. Governing law

These Terms are governed by the laws of New South Wales, Australia.

The parties submit to the jurisdiction of the courts and tribunals of New South Wales, subject to any rights available under applicable law.