Guest Booking Terms & Conditions

These Terms & Conditions apply to short-term holiday accommodation bookings managed by East Coast Escapes Pty Ltd (“East Coast Escapes”, “ECE”, “we”, “us” or “our”).

East Coast Escapes acts as managing agent for the owner of the holiday property (“Owner”).

The person making the booking is referred to as the Responsible Guest.

By making a booking, paying any amount toward a booking, completing guest registration, or entering or staying at the Property, the Responsible Guest agrees to these Terms & Conditions.

The Responsible Guest confirms that they are authorised to accept these Terms on behalf of all guests, visitors and invitees associated with the booking and agrees to ensure that they comply with them.

1. Licence to Occupy

A booking with East Coast Escapes is for short-term holiday accommodation only.

It is not a residential tenancy agreement, lease or long-term occupancy arrangement.

The Responsible Guest is granted a licence to occupy the Property for the confirmed booking period only.

The Responsible Guest must be the person named on the booking, must not make a booking on behalf of another person without ECE's written approval and must stay at the Property for the duration of the booking.

A serious or material breach of these Terms may result in refusal of entry or termination of the booking and removal from the Property, subject to applicable law.

2. Documents Forming Part of Your Booking

These Terms should be read together with:

• your booking confirmation;
• the Property listing;
• Property-specific house rules as detailed in these Terms & Conditions;
• applicable booking-platform terms; and
• applicable laws and the NSW Short-Term Rental Accommodation Code of Conduct.

Nothing in these Terms excludes any right or remedy that cannot lawfully be excluded.

3. Responsible Guest

The Responsible Guest is responsible for:

• the conduct of all guests, visitors and invitees;
• ensuring everyone associated with the booking complies with these Terms and Property rules;
• providing accurate booking and guest information;
• payment of all amounts properly payable in connection with the booking;
• damage, loss or additional costs caused by the booking group;
• communicating ECE instructions to all occupants; and
• ensuring the Property is used only for its intended holiday accommodation purpose.

The Responsible Guest remains ECE's primary contact throughout the booking.

4. Booking Suitability & Right to Refuse Bookings

ECE manages privately owned homes within residential communities.

ECE may, acting reasonably, refuse or cancel a booking before arrival where:

• booking information is false, incomplete or misleading;
• the booking does not meet the Property's requirements;
• the proposed use appears inconsistent with genuine holiday accommodation;
• ECE reasonably considers the booking to present an unacceptable party, event, Property or community risk;
• required identification, registration, payment or security requirements have not been completed;
• the booking breaches an Owner, strata, building or regulatory requirement; or
• there has been an obvious pricing, availability, technical or listing error.

Any refund entitlement will be determined in accordance with these Terms, the circumstances of the cancellation and applicable law.

5. Guest Registration & Identification

ECE may require guest registration before arrival.

This may include:

• government-issued photo identification;
• identity and age verification;
• credit card verification;
• guest names and contact details;
• vehicle registration details;
• acknowledgement of Property-specific rules; and
• completion of security bond or pre-authorisation requirements.

Access details may be withheld until all required registration, payment and security requirements have been completed.

Personal information will be handled in accordance with ECE's Privacy Policy and applicable privacy laws.

6. Guest Numbers & Visitors

The number of overnight occupants must not exceed the number confirmed on the booking.

Any increase in guest numbers must be approved by ECE in writing before arrival and additional charges may apply.

Visitors who are not included on the booking must not attend the Property without prior written approval where the Property rules require such approval.

Guests must not exceed the maximum approved capacity of the Property.

Unless specifically approved, additional mattresses, tents, caravans, campervans or other temporary accommodation must not be used at the Property.

Unauthorised guests or serious overcrowding may result in additional charges and, for serious breaches, termination of the booking.

7. Parties, Functions & Commercial Use

Unless expressly approved by ECE in writing, Properties must not be used for:

• parties;
• functions;
• weddings or receptions;
• events or large gatherings;
• commercial activities;
• commercial photo or video shoots;
• commercial content production;
• product launches;
• ticketed events; or
• any activity inconsistent with the residential nature of the Property.

The Property must not be used for unlawful purposes.

Evidence of a serious unauthorised party or function may result in security attendance, termination of the booking and recovery of reasonable costs arising from the breach.

8. Noise & Good Neighbour Obligations

ECE Properties are located within residential communities.

Guests must respect neighbours and the surrounding community at all times.

Excessive noise, offensive or antisocial behaviour and unreasonable disturbance are prohibited.

Guests must comply with:

• the NSW Short-Term Rental Accommodation Code of Conduct;
• applicable local council requirements;
• strata or building by-laws;
• Property-specific noise restrictions; and
• reasonable directions given by ECE or security personnel.

If a credible noise or behavioural complaint is received, ECE may arrange security attendance.

Security, contractor, strata, body corporate or other reasonable costs arising directly from guest behaviour may be charged to the Responsible Guest to the extent permitted by law.

Serious or repeated breaches may result in termination of the booking without refund, subject to applicable law.

9. NSW Short-Term Rental Accommodation Code of Conduct

Guests must comply with their obligations under the NSW Short-Term Rental Accommodation Code of Conduct and all applicable legislation and local laws.

Guests must do all things reasonably necessary to assist ECE and the Owner in meeting their obligations under the Code.

Where permitted or required by law, serious breaches may be reported to NSW Fair Trading, booking platforms, strata or building management, relevant authorities or applicable exclusion registers.

10. Schoolies and Unsuitable Bookings

We may refuse, cancel or terminate bookings that we reasonably consider to be schoolies-style bookings, party-risk bookings or otherwise unsuitable for the Property, building, Owner or local community.

This applies whether or not the term “schoolies” is used in the booking and whether or not a formal schoolies event is occurring.

11. Check-In & Check-Out

Standard check-in is from 2:00 pm on the arrival date unless otherwise stated in the booking confirmation.

Standard check-out is by 10:00 am on the departure date.

Early check-in and late check-out are subject to availability and must be approved by ECE.

Approval may not be possible until shortly before arrival or departure because of cleaning, maintenance and adjoining bookings.

Early access or late departure is not guaranteed unless expressly confirmed by ECE.

Unauthorised early entry or late departure may result in reasonable additional charges including cleaner waiting time, staff attendance or additional accommodation costs where the delay materially affects ECE's operations or the following booking.

12. Keys & Property Access

Access information will be provided once all required payments, guest registration and security requirements have been completed.

Guests are responsible for keys, remotes, fobs and access devices supplied during their stay.

Lost keys, lock-outs, replacement remotes, locksmith attendance, re-keying, security call-outs and replacement of access devices may be charged at the reasonable cost incurred.

Keys, codes and access information must not be copied or provided to unauthorised persons.

All keys and access devices must be returned or secured as instructed at departure.

13. Payment

A deposit of 50% of the total booking amount is required at the time of booking unless different payment terms are stated in the booking confirmation or apply through the relevant booking channel.

Final payment is due 30 days before arrival unless otherwise agreed.

Bookings made within 30 days of arrival require full payment at the time of booking.

A booking is not confirmed until the required deposit or payment has been successfully received and ECE has issued confirmation.

If payment is not received by the due date, ECE may cancel the booking and apply the relevant cancellation conditions.

Bookings made through third-party booking platforms may be subject to that platform's payment arrangements.

14. Guest Service Fees & Optional Extras

Your booking total may include fees and charges associated with the administration, distribution, management and servicing of your booking.

Depending on the Property and booking channel, these may include:

• booking or guest service fees;
• cleaning fees;
• linen charges;
• channel or distribution fees;
• technology or administration fees;
• the applicable ASTRA advocacy levy; and
• extra guest charges.

Additional charges may apply where guests request or use optional services, including where available:

• early check-in;
• late check-out;
• additional linen or bedding changes;
• cots or highchairs;
• mid-stay or additional cleaning;
• firewood or Property supplies;
• approved pet stays;
• lost property retrieval and postage;
• after-hours assistance; and
• non-emergency attendance at the Property.

The cost of an optional service will be advised when the service is requested or arranged.

Fees charged directly by third-party booking platforms are subject to that platform's own terms and may be collected separately from amounts payable to East Coast Escapes.

Nothing in this clause limits any rights or remedies available under Australian Consumer Law.

15. Security Bond & Minor Accidental Damage Protection

Depending on the Property and booking type, ECE may require a security bond or credit card pre-authorisation before arrival.

The applicable amount and security requirements will be advised as part of the booking or guest registration process.

Access may be withheld until any required security arrangements have been completed.

Minor Accidental Damage Protection

From time to time, simple accidents happen during a holiday stay — a glass is broken, an item is accidentally damaged or another minor incident occurs that creates an incidental cost.

To help cover these costs, ECE applies a small Minor Accidental Damage Protection fee to applicable bookings.

Minor Accidental Damage Protection is intended to cover minor, genuine accidental damage arising from normal use of the Property.

It is not a waiver of the Responsible Guest's responsibility for damage and does not provide unlimited protection.

Minor Accidental Damage Protection does not apply to:

• deliberate, malicious or reckless damage;
• damage resulting from negligence or misuse;
• damage arising from parties, functions or unauthorised gatherings;
• damage caused by unapproved guests or visitors;
• smoking or vaping-related damage or remediation;
• unapproved pets or pet-related damage;
• excess cleaning or excessive rubbish;
• lost or unreturned keys, remotes, fobs or access devices;
• unauthorised movement or removal of furniture or Property contents;
• security attendance, fines or contractor call-outs;
• damage resulting from a breach of these Terms or Property rules; or
• significant damage or loss beyond what could reasonably be considered a minor accidental incident.

Guests must notify ECE of accidental damage as soon as reasonably possible after becoming aware of it.

ECE will assess whether an incident qualifies for Minor Accidental Damage Protection having regard to the nature and circumstances of the incident and these Terms.

Where an incident qualifies as Minor Accidental Damage Protection, the Responsible Guest will not be charged for the covered minor accidental damage.

Where damage falls outside Minor Accidental Damage Protection, the Responsible Guest remains liable for the reasonable repair, replacement or remediation cost.

Security Bond or Pre-Authorisation

Minor Accidental Damage Protection does not replace ECE's right to require a security bond or credit card pre-authorisation.

A security bond or pre-authorisation may be required depending on the Property, booking type, group profile or other reasonable risk considerations.

The Responsible Guest remains liable for reasonable amounts properly payable under these Terms that are not covered by Minor Accidental Damage Protection.

Where permitted by law and the relevant payment authority, the Responsible Guest authorises ECE to recover amounts properly payable under these Terms.

ECE will provide reasonable details of any deduction or charge.

16. Cancellation by the Guest

For direct ECE bookings, free cancellation is available until 30 days before arrival, except bookings falling between 20 December and 31 January, where free cancellation is available until 60 days before arrival, subject to any rate-specific terms disclosed at booking.

Cancellation requests must be made in writing to ECE.

A $200 cancellation administration fee applies where provided for under the applicable cancellation conditions.

Where a booking is cancelled outside the applicable free-cancellation period, ECE may reopen the dates for sale and use reasonable commercial efforts to secure a replacement booking.

Dynamic pricing may be used when remarketing cancelled dates.

Where cancelled dates are successfully rebooked, any refund will be calculated having regard to:

• the amount recovered from the replacement booking;
• any difference between the original and replacement booking values;
• applicable cancellation or administration fees; and
• amounts already refunded.

Where the dates cannot reasonably be rebooked, amounts paid may be forfeited in accordance with the applicable cancellation policy and law.

No refund is provided merely because a guest arrives late, departs early or does not use all booked nights.

Bookings made through Airbnb, Booking.com, Stayz or another third-party platform may also be subject to the cancellation rules applying to that booking channel.

We strongly recommend comprehensive travel insurance.

17. Date Changes

Date changes are subject to ECE approval and availability.

A requested date change may be treated as a cancellation of the original booking where the original dates cannot reasonably be resold.

Changes in season, length of stay, Property or prevailing rates may result in a change to the booking price.

18. Changes or Cancellation by ECE

ECE accepts bookings in good faith on behalf of Property Owners.

Occasionally a Property may become unavailable because of:

• sale of the Property;
• withdrawal from holiday letting;
• Owner circumstances;
• major repairs or maintenance;
• safety concerns;
• significant utility failure;
• natural disaster or severe weather;
• government or regulatory action; or
• other circumstances outside ECE's reasonable control.

Where this occurs, ECE will use reasonable efforts to offer suitable alternative accommodation where available.

If suitable alternative accommodation cannot be provided, amounts paid to ECE for the unavailable accommodation will be refunded as required by law.

ECE is not responsible for independent third-party expenses such as flights, transport, activities or event tickets except where liability cannot lawfully be excluded.

19. Property Description & Essential Features

ECE takes reasonable care to describe Properties accurately and in good faith.

Holiday homes are privately owned and may change over time.

Furniture, styling, décor, appliances, bedding, landscaping and other non-material elements may vary from photographs because of replacement, maintenance, Owner updates, seasonal conditions or normal wear and tear.

Minor non-material variations do not automatically entitle a guest to compensation.

If a particular feature is essential to your decision to book — for example air-conditioning, heating, pool heating, spa, accessibility, fencing, Wi-Fi, lift access, EV charging, bed configuration or another specific facility — we recommend confirming this with ECE before booking.

Nothing in this clause permits ECE to materially misrepresent a Property or excludes rights available under Australian Consumer Law.

20. Problems During Your Stay

If you discover a problem with the Property, cleanliness, maintenance, equipment, services or an advertised facility, please contact ECE as soon as reasonably possible during your stay.

This gives ECE a fair opportunity to:

1. understand the issue;
2. investigate;
3. arrange cleaning, maintenance or contractor attendance where appropriate;
4. provide a practical solution; and
5. minimise disruption to your stay.

Guests must provide ECE with a reasonable opportunity to investigate and rectify an issue where it is practical to do so.

When assessing any subsequent request for compensation, ECE may take into account whether the issue was reported promptly and whether ECE was given a reasonable opportunity to respond.

Failure to report an issue during the stay may affect ECE's ability to verify or remedy the matter.

Nothing in this clause excludes rights or remedies available under Australian Consumer Law.

21. Maintenance & Property Access

Guests must report maintenance and safety issues promptly.

ECE may arrange for cleaners, tradespeople, contractors, caretakers, the Owner or authorised representatives to attend the Property where reasonably necessary to:

• investigate a reported issue;
• undertake urgent repairs;
• perform necessary maintenance;
• address safety concerns;
• comply with legal requirements; or
• protect the Property or incoming guests.

Where reasonably practicable, ECE will provide notice before non-emergency access.

Immediate access may be required in an emergency or where there is a reasonable concern for safety or serious Property damage.

Guest-caused call-outs, user error or contractor attendance where no Property fault is found may result in the reasonable attendance cost being charged to the Responsible Guest.

22. Utilities, Internet & Equipment

Interruptions to electricity, water, gas, internet, telecommunications and other utilities can occasionally occur.

ECE will provide reasonable assistance where possible but cannot control external utility or telecommunications providers.

Wi-Fi speed, mobile coverage and streaming performance cannot be guaranteed.

Equipment and appliances can occasionally fail unexpectedly.

Guests should report failures promptly so ECE has a reasonable opportunity to investigate and arrange repair or replacement where practicable.

An outage or equipment failure does not automatically result in compensation. Any remedy will depend upon the nature, severity and duration of the issue, its impact on the accommodation, ECE's response and applicable consumer law.

23. Events Outside Our Reasonable Control

ECE and Property Owners are not responsible for disruption caused by events outside their reasonable control, including:

• severe weather;
• storms, floods, bushfires or other natural events;
• utility outages;
• road closures;
• government or emergency authority directions;
• public health events;
• industrial action;
• telecommunications failures;
• nearby building or infrastructure works; or
• other unforeseen external events.

ECE will provide reasonable assistance where circumstances permit.

These events do not automatically create an entitlement to refund or compensation. Any entitlement will be determined according to the circumstances and applicable law.

24. Neighbouring Construction & Local Conditions

Holiday homes are located within active residential communities.

Construction, renovations, roadworks, landscaping, council works, neighbour activity, pest treatment and other external activity may occur before or during a stay.

These matters are generally outside ECE and the Owner's control.

Where ECE becomes aware before arrival of external activity reasonably likely to have a significant impact on a stay, ECE will endeavour to notify affected guests where practicable.

External activity does not automatically entitle a guest to compensation, refund or relocation unless required by law.

25. Cleaning & Property Care

A standard departure clean is included where specified in the booking.

Guests are expected to leave the Property reasonably clean and tidy.

Before departure guests must:

• wash and put away dishes;
• place rubbish in the appropriate bins;
• leave BBQs reasonably clean;
• return furniture and household items to their original location;
• follow the Property's departure instructions; and
• secure the Property.

Additional cleaning required because of unreasonable mess, stains, smoking, excessive rubbish, pet hair, moved furniture or failure to follow departure instructions may be charged at reasonable cost.

26. Damage & Breakages

Please report damage, breakage or loss as soon as possible.

Guests should also report any damage they discover on arrival so that it is not incorrectly attributed to their booking.

Minor genuine accidental damage may be covered by Minor Accidental Damage Protection in accordance with Section 15.

The Responsible Guest remains liable for reasonable repair, replacement or specialist cleaning costs arising from damage caused by the Responsible Guest, guests, visitors or invitees where the damage is not covered by Minor Accidental Damage Protection, excluding fair wear and tear.

Where items cannot reasonably be repaired, replacement may be required.

27. Furniture & Household Items

Furniture, artwork, appliances and household items must not be moved between Properties.

Guests should avoid moving substantial indoor or outdoor furniture unless necessary and should return any moved items to their original location.

Costs associated with damage, additional housekeeping, inventory checks or labour caused by moving items may be charged to the Responsible Guest.

28. Rubbish

Guests must follow the Property's rubbish and recycling instructions.

Where required, bins must be placed out for collection at the nominated time.

Excess rubbish that does not fit within the supplied bins must be removed appropriately.

Contractor attendance, rubbish removal and tip fees resulting from excessive rubbish or failure to follow bin instructions may be charged at reasonable cost.

29. Parking & Vehicles

Guests must comply with the parking information contained in the Property listing and Property information provided for their stay.

ECE does not guarantee on-street parking and is not responsible for parking fines incurred by guests or visitors.

Vehicles must not obstruct neighbours, driveways, emergency access, common property or other restricted areas.

Campervans, caravans, trailers, boats, jet skis or oversized vehicles must not be parked at or adjacent to a Property unless specifically permitted.

30. Pets

Pets are permitted only at designated pet-friendly Properties and must be approved by ECE before arrival.

Additional pet fees or Property-specific restrictions may apply.

Guests must ensure pets:

• are appropriately groomed and clean;
• have current flea, tick and worm treatment;
• do not damage floors, gardens or furnishings;
• remain off beds and furniture unless expressly permitted;
• are not left unattended where this may cause distress, damage or nuisance;
• do not create unreasonable barking or disturbance; and
• have all waste collected and disposed of appropriately.

The Responsible Guest is liable for reasonable pet-related cleaning, pest treatment, repair or replacement costs.

ECE cannot guarantee that a pet-friendly Property is fully fenced or suitable for every animal.

Guests remain responsible for determining whether a Property is suitable and safe for their pet.

31. No Smoking or Vaping

Smoking and vaping are prohibited inside all ECE Properties.

Some Properties, apartment complexes and strata schemes prohibit smoking anywhere on the premises, including balconies and common areas.

Guests must comply with the Property-specific rules.

Reasonable cleaning, deodorising, laundering, specialist treatment or replacement costs arising from smoking or vaping may be charged to the Responsible Guest.

32. Fire Safety

Guests must comply with all fire safety requirements.

Guests must not:

• interfere with smoke alarms or fire equipment;
• create an open fire except in an approved Property facility;
• leave fireplaces, heaters or BBQs unattended or unsafe;
• use fireworks;
• create any unreasonable fire hazard; or
• undertake any activity prohibited during a fire ban.

Costs arising from guest misuse of fire or safety equipment may be recovered from the Responsible Guest where permitted by law.

33. Electric Vehicle Charging

Electric vehicles must only be charged at a Property where a dedicated, approved EV charging facility is provided or ECE has expressly authorised charging.

Vehicles must not be charged using ordinary household outlets, extension leads or other electrical equipment unless the Property is specifically equipped and approved for that purpose.

Guests are responsible for damage or reasonable costs arising from unauthorised EV charging.

34. Third-Party Services

Any chef, caterer, massage therapist, beautician, fitness instructor, photographer or other third-party service provider attending a Property must comply with these Terms and Property rules.

ECE may require commercial service providers to hold appropriate licences and public liability insurance.

Large-scale commercial services, events, filming or functions require prior written approval.

ECE and the Owner are not responsible for the acts or omissions of independent third-party service providers except where liability cannot lawfully be excluded.

35. Pools, Spas & Other Amenities

Properties may contain facilities including pools, spas, fireplaces, stairs, balconies, bunk beds, bikes, watercraft, BBQs and other recreational amenities.

Guests must use facilities responsibly and in accordance with any instructions provided.

Children must be appropriately supervised at all times, particularly around pools, spas, balconies, stairs and water.

Guests are responsible for determining whether a Property and its facilities are suitable for the particular needs and abilities of their group.

36. Personal Property & Security

Guests are responsible for their personal belongings during their stay.

Doors and windows should be secured whenever the Property is unattended and on departure.

ECE and the Owner are not responsible for loss, theft or damage to personal belongings except where liability cannot lawfully be excluded.

37. Lost Property

ECE will make reasonable efforts to assist with locating items left behind but cannot guarantee recovery.

Where an item is located, ECE's designated lost-property provider will arrange retrieval and return.

A non-refundable $75 retrieval, handling and standard postage fee applies.

Oversized, bulky or specialist items may incur additional charges.

Items are returned at the guest's risk and ECE is not responsible for loss, damage or postal delay except where liability cannot lawfully be excluded.

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

38. Prohibited & Illegal Activity

The Property and its internet connection must not be used for illegal activity.

Firearms, illegal drugs, fireworks and dangerous or unlawful activities are prohibited.

ECE may contact police or other authorities where it reasonably suspects serious unlawful activity or where required by law.

39. Guest Charges & Cost Recovery

Where reasonably incurred as a direct result of a guest's actions or breach of these Terms, the Responsible Guest may be charged for:

These amounts are intended to recover reasonable costs associated with guest conduct and are not intended to operate as penalties.

40. Privacy & Security Cameras

ECE handles personal information in accordance with its Privacy Policy and applicable privacy legislation.

Information may be shared where reasonably necessary with Property Owners, booking platforms, payment providers, contractors, security providers, strata or building management, insurers, professional advisers and authorities for purposes including:

• administering the booking;
• guest verification;
• Property access;
• safety and security;
• maintenance;
• fraud prevention;
• investigation of damage or breaches; and
• legal or regulatory compliance.

Some Properties may have lawful external security cameras or other security devices.

No security cameras are permitted within private internal living or sleeping areas.

41. Liability & Australian Consumer Law

To the maximum extent permitted by law, ECE is not liable for indirect or consequential loss, loss of enjoyment, travel costs or losses caused by third parties or events outside ECE's reasonable control.

Nothing in these Terms excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded under the Australian Consumer Law or other applicable legislation.

ECE's liability will not be excluded to the extent that loss is directly caused by ECE's negligence, wilful misconduct or breach of law.

42. Indemnity

To the extent permitted by law, the Responsible Guest indemnifies ECE and the Property Owner against reasonable claims, losses, damages, penalties, liabilities and costs arising from:

• a breach of these Terms;
• unlawful, negligent or reckless conduct by the Responsible Guest or their guests, visitors or invitees;
• damage caused by the booking group;
• nuisance caused by the booking group; or
• injury or loss caused by the booking group's conduct,

except to the extent caused or contributed to by ECE or the Owner's negligence, wilful misconduct or breach of law.

43. Severability

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions continue to apply.

44. Changes to These Terms

ECE may update these Terms from time to time.

Unless required by law or expressly agreed otherwise, the version applying to a booking is the version provided or made available when the booking was confirmed.

45. Contacting East Coast Escapes

Guests should contact East Coast Escapes promptly if assistance is required before or during their stay.

For urgent issues during a stay, guests should use the contact details provided in their booking confirmation or Property information.

Cancellation requests and other formal booking requests must be made in writing to:

stay@eastcoastescapes.com.au

Acceptance of Terms

By making a booking, paying any amount toward a booking, completing guest registration or entering the Property, the Responsible Guest acknowledges that they have read, understood and agreed to these Terms & Conditions and will ensure that all guests, visitors and invitees comply with them.