Coastal Letting Co — Terms & Conditions
1. Acceptance of Terms
These Terms and Conditions apply to all bookings made with Coastal Letting Co (“we”, “us”, “our”) for holiday and short-term accommodation. By making a booking, the primary guest confirms that they, and every other person named on or residing at the property during the stay (“Guests”), accept and agree to be bound by these Terms and Conditions. The primary guest is responsible for ensuring all Guests comply with these Terms.
The property is let for holiday and short-term accommodation purposes only, for the number of guests and the period stated on the booking confirmation. Occupancy by more guests than stated, or by persons not named on the booking, may result in immediate cancellation of the booking and forfeiture of monies paid.
A breach of these Terms and Conditions may result in termination of the booking without notice, refusal to provide access to the property, an additional charge, or adjustment of the tariff.
2. Arrivals & Check-In
Check-in time is 2:00pm on the date of arrival. Instructions for key or access code collection will be provided prior to arrival. Check-in details will not be released until any required online registration or identity verification has been completed (see Section 7, Guest Identity Verification).
3. Departures & Check-Out
Guests must vacate the property by 10:00am on the date of departure unless a late check-out has been arranged and paid for in advance. Late departure without prior arrangement will incur a fee of $50 per hour which may be deducted from the security bond.
4. Bookings & Payment
All tariffs and bookings are subject to change without notice until a deposit has been received and the booking confirmed in writing. All payments are processed in Australian Dollars (AUD); any currency conversion shown is an estimate only, and the final amount charged may vary according to your financial institution’s exchange rate. A booking fee applies to all reservations.
5. Cancellations
Bookings in a low season period may be cancelled up to 14 days prior to arrival without penalty, less any card surcharge already incurred. Cancellations made within 14 days of arrival are non-refundable.
Bookings in a high season, school holiday, or event period may be cancelled up to 30 days prior to arrival without penalty. Cancellations made within 30 days of arrival are non-refundable.
If the property is successfully re-let for the cancelled period, a partial refund may be considered at our discretion.
All cancellations must be submitted in writing to stay@coastallettingco.com.au.
6. Bond / Pre-Authorisation
A security bond or pre-authorisation is required for all bookings, provided by credit or debit card at or prior to check-in. Bond amounts vary depending on the property, typically ranging from $300–$1,500. The bond will be released within 7 days of departure, provided no additional charges apply.
Claims against the bond may include, but are not limited to: damage, breakages, excess cleaning, excess rubbish, loss of keys, evidence of smoking, evidence of pets at a non-pet-friendly property, late check-out, or any other breach of these Terms and Conditions.
7. Guest Identity Verification
To confirm the identity of the booking guest and reduce the risk of fraud, all guests are required to complete an online registration prior to check-in, providing valid photo identification and a copy of the payment card used for the booking. The details provided must be those of the person named on the booking. Check-in details, including access codes or keys, will not be released until this verification has been completed.
We are a member of Good to Book, a risk-management platform used across the short-term accommodation industry. Please see the Good to Book Privacy and Disclosure Statement following these Terms and Conditions for full details of how your information may be collected, used, and shared.
8. Maintenance & Property Issues
Guests must notify us within 24 hours of any issue or fault at the property. We will use reasonable efforts to remedy the issue or, where reasonable, arrange alternative accommodation. Failure to notify us during the stay will void any related claim made after departure; vacating the property does not, by itself, entitle a guest to a refund.
9. Smoking
All properties are non-smoking and non-vaping. Evidence of smoking or vaping inside the property may result in loss of the bond and additional charges for fumigation and/or removal of cigarette butts, at a minimum of $200 fumigation / $200 butt removal.
10. Pets
Pets are not permitted unless expressly agreed with us in writing prior to arrival. Evidence of an unauthorised pet at the property may result in loss of the bond and additional charges for fumigation and/or cleaning, at a minimum of $200 fumigation / $150 waste removal.
11. Parties, Functions & Noise
No parties, functions, or large gatherings (including hens/bucks nights, weddings) are permitted at the property. Guests must keep noise to a reasonable level, particularly between 10:00pm and 7:00am, out of consideration for neighbouring residents. Breach of this clause may result in immediate termination of the booking without refund of tariff or bond.
12. Lockouts & Evictions
A callout fee applies where security or our staff must attend the property to assist with re-entry following a lockout, or to address a noise complaint or breach of these Terms. A callout fee of $200 applies for any guests who have locked themselves out of the room and require assistance for re-entry. Should Security be required to attend the property additionally the lockout fee will be increased to $300. Repeated noise complaints, or failure to comply with a request to reduce noise, may result in eviction without refund of tariff or bond.
13. Damage, Breakages & Loss
Guests are responsible for any damage, breakages, or loss occurring during the period of occupancy, including to the property, its contents, and common areas. Costs of repair, replacement, or excess cleaning will be charged to the credit card provided and/or deducted from the bond. We will make reasonable efforts to contact the guest within 48 hours of departure regarding any such charge; if the guest cannot be reached, we reserve the right to process the charge regardless.
14. Keys & Access Devices
Guests are responsible for all keys, swipe cards, remotes, and parking passes issued for their stay. Lost or unreturned items will be charged at the cost of replacement $150 per key and misplaced key callout fee $50 at a combined fee of $200. Car Parking Pass’ and fobs will incur a replacement fee of $50 is misplaced or damaged.
15. Linen
Unless stated otherwise, linen is supplied for the stay. Excess laundering, damage, or loss of linen will be charged at current professional laundering cost and deducted from the bond.
16. Cleaning
Guests must leave the property in a similar condition to that in which it was provided, including removing rubbish and personal items, cleaning and returning kitchen items to their original place, and leaving the oven and/or BBQ clean. Excess cleaning required as a result of failing to meet this standard will be charged at $100 per hour.
17. Rubbish
All rubbish must be removed from the property or placed in the bins provided prior to departure. Excess rubbish left at the property will incur a fee of $50 per bag and/or the cost of contracted removal.
18. Fire Alarms
Guests are responsible for any callout fee charged by the fire department or building management as a result of an avoidable fire alarm activation (for example, from cooking). This fee may be up to $1,500 and will be charged to the guest responsible. Please use the rangehood when cooking.
19. Personal Possessions
We take no responsibility for guests’ personal property left at the property. Items left behind will be held for 14 days from the date of departure; guests will be given the opportunity to collect them or, where agreed, have them mailed at the guest’s cost (minimum $20). Items not collected or arranged for return within this period will be disposed of.
20. Inspections & Access
We, or any person authorised by us or the property owner, may access the property at reasonable times for the purposes of inspection, maintenance, or repair, and, where the property is listed for sale, to accompany prospective purchasers.
21. Force Majeure
We are not liable for any failure to provide the property, or any loss of enjoyment, arising from events beyond our reasonable control, including but not limited to fire, storm, flood, extreme weather, loss of utilities, or internet or Wi-Fi disruption. Where such an event prevents a booking from proceeding, we will use reasonable efforts to offer an alternative property; where this is not possible or not accepted, a refund of monies paid will be provided.
22. Indemnity & Liability
Guests indemnify us against any liability arising from loss, injury, or damage caused or contributed to by the guest or any person in their party. We accept no responsibility for personal injury, loss, or damage to personal property occurring at the property or in common areas, except to the extent that liability cannot be excluded under the Australian Consumer Law. We reserve the right to act as arbitrator in the first instance in the event of a dispute regarding these Terms and Conditions, without limiting a guest’s rights under applicable law.
23. Marketing Communications
By making a booking with us, you agree to receive occasional communications about offers, promotions, and updates. You may opt out at any time via the unsubscribe link included in each communication; this will not affect service communications relating to your booking.
24. Variations & Governing Terms
These Terms and Conditions may only be varied by prior written agreement. We reserve the right to terminate a booking at any time where these Terms and Conditions have not been met. A copy of these Terms and Conditions is provided to guests prior to check-in, and guests are required to confirm their acceptance as part of the booking process.
Good to Book — Privacy and Disclosure Statement
Thank you for making a booking with us or coming to stay. We look forward to providing you with an enjoyable experience. By booking or staying with us, you are consenting to our use of your personal information as disclosed in this statement. This statement has been made available to you prior to your stay to enable you to give informed consent.
If you are a ‘rogue guest’, we may share your information with Good to Book.
We are a member of Good to Book (GtoB), an online, searchable database with servers based in Australia but providing services around the globe. GtoB provides a platform for accommodation providers to upload data about rogue guests and to search potential or booked guests by name to see if they have had a rogue guest listing on the GtoB database within the last 3 years.
As a member of GtoB, we may upload information about rogue guests to the GtoB database. By making a booking with us, you expressly consent to us sharing your personal information with GtoB if we believe you are a rogue guest, and for GtoB to use your information in accordance with their Privacy Policy: https://www.goodtobook.com/legal/website-privacy-policy.
The personal information we collect from you for use on the GtoB database is voluntary. This means you do not have to give it to us; however, we may refuse our accommodation services if you don’t provide the information and agree to these terms. We will only upload your personal information to the GtoB database if you are a rogue guest. We have obligations with GtoB to be honest and fair when uploading information or using the GtoB platform, and we take these obligations seriously.
By ‘rogue guest’ we mean a guest that has caused damage to the accommodation property, caused excessive cleaning requirements, been violent, exhibited behaviour that required the police to become involved, or otherwise treated the property, guests, owners, or staff in a manner unacceptable to industry standards.
The GtoB database also sends alerts to local registered accommodation providers if a rogue guest has stayed in their area, and access is made available to the police for law enforcement and tracking purposes.
Why do we use the GtoB platform?
We use the GtoB platform as a risk management tool. If we can reduce the number of rogue guests staying with us, we can offer a better experience to our great guests and keep our overheads lower.
What do you consent to?
By booking or staying at our accommodation, you agree to the collection by us of your personal information and the personal information of any guests staying with you. This includes the collection of a scanned copy of acceptable identification.
By making the booking you are telling us you have the consent of your guest(s) for us to collect and use their personal information as well. You should provide a copy of this statement to any person you are booking on behalf of.
By booking or staying with us:
- You consent to our storage and use of your personal information for our own business purposes as set out in our privacy policy [INSERT LINK TO BRAND’S OWN PRIVACY POLICY]; and
- You consent to our use of your personal information and that of any guests staying with you to search the GtoB database to make sure there are no rogue listings matching your details; and
- You consent to us providing your personal information and that of any guests staying with you to GtoB via their platform, if we form the view that you are a ‘rogue guest’. We will only upload your information to the GtoB platform if we encounter problems with your conduct during your stay. GtoB will then store and use that information for their own business purposes in accordance with their own privacy policy; and
- You consent to your personal information being transferred across country borders, including to a country that may not have the same level of privacy protection as Australia.
You can find the privacy policy for GtoB at: https://www.goodtobook.com/legal/website-privacy-policy
Any information we upload to the GtoB platform is uploaded for evaluative purposes. The information will be used by other GtoB members to evaluate whether they wish to enter into a contract with you to provide their accommodation services to you in future.
How do we use the information available on the GtoB database?
If you make a booking with us or show up at our accommodation seeking a booking, we will search your name, and potentially the names of any persons staying with you, in the GtoB database. If your name shows up as a rogue guest, we may refuse your stay (and will refund any money you have paid to us) or we may impose additional requirements on your stay (for example, a higher-than-normal security bond).
What information can we upload to the GtoB database?
If you cause damage to our property, excessive cleaning, or are otherwise violent, abusive, or problematic (for example, if we need to call the police for any reason), we will upload your information into the GtoB database to alert other accommodation providers about your conduct. The information we will upload includes your full name, any other name you have used, the names of any persons travelling with you, an image of the identification you produced at check-in and its relevant document number, security or other recorded footage which identifies you (if any), your vehicle registration and state of registration, and further information around your stay. We will also hold this information in our own records together with any supporting evidence we have. We do not have any obligation to let you know we have uploaded your information, and any information we upload to the GtoB database is confidential. You will not have the right to see the information we upload.
If you are listed as a rogue guest, what is the consequence to you?
Your details will be entered into the GtoB database and any other accommodation providers who are members of GtoB can search your details and receive alerts about your conduct. If you request to stay at other accommodations while you are listed on the GtoB database, accommodation providers who are GtoB members may either refuse you accommodation or impose restrictions on your stay. Access to the GtoB database is also made available to local law authorities, although this is not the core purpose of the database.
How long will my personal information be used by GtoB?
Your information will remain in the GtoB database for 5 years from the date it was last uploaded to the platform. You can contact GtoB directly if you have questions about their platform or your listing, at: admin@goodtobook.com