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Frequently Asked Questions

Normal Cancellations

Full refunds are offered for cancellations made 14 days or more before arrival. This includes the deposit made on booking. We just ask that you advise us as soon as possible if a cancellation is likely so that we can try and re-book the house. A change of date or property may also be possible, subject to availability.

COVID-19 Related Cancellations

To date we have provided 100% refunds for all COVID-19 related cancellations. We believe due to the speed of COVID-19 announcements and changes to policy that this is fair and will hopefully give you more confidence in making your reservations. The only thing we ask is that you let us know as soon as an announcement is made that you will need to cancel or change your reservation. This has been a very hard year for the hospitality industry, so we appreciate your help with this.

When will I Receive my Cancellation Refund?

If you paid by credit card, the refund will be made back to the card you paid with. This can take up to a week and there may be some associated credit card fees, but it is a full refund from our end. If you paid by EFT you will receive a refund the day after cancellation.

Security Deposit

We make a pre-authorisation on your credit card of $300 per stay. This will disappear on check out. You will see the $300 on your credit card transactions but it will disappear entirely within a few days of check out. It is not a charge that you incur and then see a refund later. This is the quickest way we have found for returning the funds to you and there are no credit card fees either.

Linen & Towels

All houses are supplied with linen and towels. And better yet the beds will be made!

Toiletries, Basic Pantry Items and Cleaning/Laundry Products

All houses are supplied with these things so that you can just bring yourselves.

When Will I Receive the Access Code?

As soon as the final balance payment has been made we will send you an email with the directions and access code for the lock box.

Can I Bring my Pet?

We are sorry, but no. None of the houses are pet friendly.

Can I have an Early Check In or Late Check Out?

As soon as the house is ready we will send you a message and you will be able to arrive any time after this. Please let us know when you plan to arrive into Toowoomba so that we can factor this in for our cleaners schedule. Late Check Out is a bit harder to arrange as our cleaners have a limited amount of time to get the houses ready for the next guests. If you particularly need this we will do our best but it may not be possible.

Can I Change the Number of Guests Staying?

This is possible but only up to the maximum number allowed at the property (due to our licensing laws).

The original price charged has been calculated based on the number of guests, rather than for the whole house (this is to keep prices down for smaller groups and because we are charged more for cleaning for larger groups).

There is an extra person per night cost over the base number of guests. Please contact us to let us know about the required change. It is not possible to bring an extra mattress for the floor.

 

 

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