Frequently Asked Questions
1. When I book my accommodation, do I have to pay a deposit?
50% of the tariff is required as a deposit to confirm the booking and is payable within 24hrs from the date you made the booking. Please note that bookings will be automatically cancelled if the deposit is not made by the due date.
2. When do I have to pay the balance of my accommodation?
Balance of all outstanding monies is due seven (7) days prior to your arrival (exception of Christmas Bookings please refer to our terms and conditions) Payment may be made by bank cheque (made payable to East Coast Getaways), money order, EFTPOS, Mastercard, Visa, or direct deposit into our trust account. There is a 2.0% charge on credit cards. No personal cheques or Cash will be accepted on arrival
3. What time can I check into my accommodation?
Check in time is from 2.00pm.
4. What if I arrive earlier, can I check in early?
In most instances your accommodation has only been vacated the morning of the day you are arriving. Unfortunately we cannot accommodation early checkins during peak season but may be allowed during other times, subject to availability. Please speak to our hospitality team should you require an earlier arrival.
5. What time is check out?
Check out is strictly 10.00am. Often we have guests arriving to your accommodation on the day of your departure and require the time to clean the accommodation. Please speak to our hospitality team should you require a late departure. Unfortunately we cannot allow late check outs during the Peak Season.
6. What if something breaks during my stay?
Accidents happen and we appreciate if you let us know if property is damaged during your stay. Usually we will receive a quote to replace/ repair the damaged property and this will be paid from the security deposit. If something was damaged on your arrival, please let us know immediately and we will endeavour to have it fixed as soon as possible.
7. What should we bring with us?
Not all properties provide linen. If linen is not supplied you will need to bring sheets, pillow slips, bath towel, bath mat, hand towel, tea towel and beach towels. Alternatively, we can arrange linen hire for you. Also, bring your personal items! i.e. toilet paper, toiletries, dishwashing liquid, washing powder etc.
8. What if we leave something behind?
There is a $27.50 administration fee for East Coast Getaways to collect items that have been left behind at properties. it is also the guest’s responsibility to organise postage or a courier to receive their belongings back at their own cost. If a housekeeper brings lost property to our office, it will be stored in our lost property bin for 2 weeks. If it is not claimed within this time frame, the items will be given to charity.
9. How do I find my booked accommodation?
We can provide a map that has the location of the property marked in your arrival information pack.
10. Are pets allowed inside in pet friendly properties?
Most of our properties do not allow pets. If you property is Pet Friendly, we encourage you to keep your pet outside when holidaying with us. Some properties are strictly no pets inside whereas other properties are more lenient. If your pet needs to be indoors, please ask our staff about conditions.
11. Do we have to clean the property before we leave?
It states in our terms and conditions that you need to leave the property in a clean and tidy state upon departure. This would include a stripping of your bed if you have hired linen, washing and stacking away and dirty dished you have used, taking out your rubbish (and putting the Otto bin out if it was not emptied during your stay) leaving the BBQ as you found it – clean, and maybe giving the floor a once over sweep or vacuum.
12. What if the house is not left clean on our departure?
Once the housekeeper enters the property, depending on how bad the property has been left, there may be an extra cleaning fee starting at $55.00. An extra cleaning fee of $55.00 may also apply to the BBQ if it is not left clean on departure.
13. What if the house is not clean on arrival?
Please contact East Coast Getaways Office immediately. We can send a housekeeper promptly over at a time that suits you to fix any challenges you may be having with the cleanliness of the property.