FAQ

BOOKINGS & PAYMENTS:

How much is required to book?

A 25% deposit of the total rental amount is required to secure your booking.

When is the balance due?

The balance is payable at least 30 days prior to your arrival. For bookings made within 30 days prior to your arrival, full payment is required at the time of booking. The first rental payment must be made by credit card (to secure your dates immediately, direct deposits take approx 3 days to arrive into our account).

When is a property officially booked for us?

We will send you an official confirmation via email. Availability is not guaranteed until you have received this from our office and a deposit has been paid.

What payment options are available?

We only accept;

EFT transfer/Bank Wire or Credit Card (Visa/Mastercard).

We do not accept cash or Amex.

Your first rental deposit (25%) or final rental payment must be via your credit card which we hold on file until after your check out.

Direct Deposit Account Details:

Coastal Holiday Rentals Trust Account Pty Ltd
Commonwealth Bank, Surfers Paradise
BSB: 064432
Act: 10553116

Please email admin@coastalholidayrentals.com.au if you elect to pay via direct deposit and send a copy of your transfer receipt once completed.

Unless otherwise arranged in advance final rental payments (due 30 days prior to your arrival date) will automatically be processed on your credit card held on file.
2.2% service fee applies to all credit card payments.

Can I make part payments:

Unfortunately not, payments are due in 2 amounts (initial deposit and balance).

BONDS/SECURITY DEPOSITS:

What bond is required for units?

$300 credit card bond is required and must be available on the card used to book with 48 hours prior to check in.

This will automatically be released within 5 days of departure (check your statement for your available balance increase) if all T&C’s are complied with.

What bond is required for houses?

Depending on the house you book (check website), between AU$1,000 – $2,000 payable by EFT transfer into our Bank Account (see above for account details)

BONDS FOR HOUSES NOT AVAILABLE ON CREDIT CARD. EFT TRANSFER ONLY.

How is the bond returned for houses?

We will refund your bond within 14 business days of departure if all T&C’s are complied with.

Before calling our office please check the funds are not already in your account (you will see a CREDIT and the reference is your SURNAME used to book)

CANCELLATIONS:

What if I need to cancel?

Once you have paid your 25% deposit this is non refundable. All cancellations must be in writing via email. Please take our travel insurance.

Bookings that are shortened in duration after you have booked receive no refund for nights cancelled. Please take our travel insurance.

Extra guests once booked cannot be cancelled or refunded. Please take our travel insurance.

CHECK IN AND CHECK OUT:

How do I check in?

Your check in procedure depends on which property you have booked, this will be confirmed with you upon final payment being made which is when we will receive your Arrival Guide.

What time can I check in?

Check in time is from 2.00pm onwards for apartments and from 3.00pm for holiday homes.

Can I have an early check in?

If you wish to guarantee an early check in (from 9.00am onwards), you are required to book the previous night at the applicable room rate, this is to ensure that we block the room out for your dates and that no other guest will be in-house. If you do not book the night before we cannot guarantee an early check in as it is likely that a guest will be departing the morning of your arrival, the room then needs to be cleaned and serviced meaning that the normal check in time will apply.

What if I need to have items delivered to the house before check in?

All houses are secured and locked until your check in takes place. There will be no where for items such as hire items from another company to be stored. Please make sure you have these both delivered and collected once you are in house.

I have an early flight, where can I store my luggage?

As we are not located onsite at the property, unfortunately no luggage storage is available. Contract cleaners who maybe onsite, cannot take responsibility for your items. Some of our guests store person items in their hire car until check in, or visit one of the many local luggage storage booths on the gold coast; We recommend Pacific Fair Visitor Lounge, new and modern with services such as FREE wifi, showers, and locker storage (fees apply), please visit https://www.pacificfair.com.au/tourist-information/visitor-lounge-services

What time do I check out?

Check out is 10.00am. It is important that you check out on time to allowing cleaning to take place before the next guest arrives.

Can I have a late check out?

If you wish to guarantee a late check out, you are required to book the following night at the applicable room rate, this is to ensure that we block the room out for your dates and that no other guest will be arriving that day. If you do not book the following night we cannot guarantee a late check out as it is likely that a new guest will be arriving the day of your departure, prior to this the room then needs to be cleaned and serviced meaning that the normal check-out time of 10.00am would apply.

Do I need to clean the property when I leave?

Yes, you are required to leave the property in a similar state as to how you found it upon your arrival. Wash and clean all dishes and pack them away. Remove all rubbish. Leave all furnishings in the original position. You are not required to wash linen.

HIRE ITEMS:

Do you have portable beds available?

Yes $55.00 each per week. Hire of rollaway beds included linen. Not recommended for adults.

Do you have porta cots and highchairs for hire?

Yes, porta cots are $55.00 each per week (please bring your own linen including pillow, comforter, blanket etc. It is illegal for us to provide additional bedding with porta cots due to health and safety regulations)

High chairs are $35.00 each per week (not available in apartments).

Due to limited availability, please book well in advance.

What is included at the property:

Please visit the link on our website to see the exact inclusions for all properties.

OTHER:

Are the images shown of the actual property that I will stay in?

Yes the images you see online are accurate at the time they were taken, please note from time to time we may add, remove and or upgrade items.

Do any of your properties allow functions or parties?

We very STRICT NO PART NO FUNCTION POLICY. If breached we reserve the right to terminate your accommodation immediately, and bond monies are forfeited.

Do I need to tell you if extra people will be staying?

Yes you will need to indicate this at the time of booking.

What if there is an emergency?

You will be given an Emergency Contact Number once you have placed your booking.

Do you provide room service?

Room service is not provided as each property is fully self-contained with their own kitchens and laundries.

Do you provide parking?

This depends on which property you book. Please check the listing page for more details.

Is there public transport?

Yes, you can view more information on the following website http://www.translink.com.au/

What do I need to bring?

We provide linen for the number of guests on your confirmation letter. We do not provide beach towels (they are available to hire at $8.00 each) Each property is fully self-contained. 1 bath towel per person is provided, additional bath towels can be arranged in advance for at $3.00 each.

Will the kitchen be equipped the same as my kitchen at home:

Properties are equipped with basic cooking items to prepare a light meal only. If you require a specific item, please bring your own.

Do you provide linen?

Yes, each property comes with linen. Beach/pool towels are not provided, they can be hired ($8.00 each). If you are to hire a porta cot you are required to bring your own linen including pillow, comforter, blanket etc. It is illegal for us to provide additional bedding with porta cots due to health and safety regulations.

If you have any other questions please feel welcome to contact us