Reservation Terms & Conditions

1. Reservations and Payments

• A 20% deposit is payable four days after booking confirmation, with the remaining balance due seven days before check-in.
• A $150 security deposit may be required one day before arrival and is refundable following checkout, subject to any applicable deductions.
• For bookings made using promotional offers or discount codes, special payment and cancellation conditions may apply.
• American Express is not accepted.

2. Cancellation Policy

• For direct bookings, the accommodation rate is non-refundable if the booking is cancelled within seven days of the scheduled check-in date.
• For reservations made through third-party booking platforms, including Airbnb, Booking.com and Stayz, the cancellation policy displayed on the relevant platform applies.

3. Check-in and Check-out

• Standard check-in is from 3:00 pm.

• Standard checkout is by 10:00 am.
• Check-in instructions will be provided the day before arrival, provided all required booking and verification steps have been completed.
• Early check-in and late checkout are subject to availability and must be approved in advance. Additional fees may apply, and same-day turnover restrictions may prevent requests from being accommodated.

4. Guest Information and Verification

• The lead guest must provide accurate booking information and complete any required pre-arrival verification forms.

• Photo identification and a selfie may be required to verify the lead guest’s identity.
• Failure to complete required verification may result in check-in instructions being withheld until verification is completed.

5. Occupancy and Visitors

• The property must only be occupied by the number of guests permitted under the reservation and property listing.
• Guests must not exceed the property’s maximum occupancy without prior written approval.
• Unapproved visitors, gatherings and additional overnight guests are not permitted where they breach the property’s occupancy rules.

6. Noise, Parties and Conduct

• Parties, events, schoolies bookings and disruptive gatherings are strictly prohibited.
• Quiet hours are from 9:00 pm to 7:00 am.
• Guests must respect neighbours, building rules, body corporate requirements and the surrounding community.
• Breaches may result in additional charges, termination of the stay or removal from the property where permitted by law.

7. Property Care and Damages

• Guests are expected to treat the property, furnishings, appliances and amenities with care.
• Any damage, breakages or maintenance issues must be reported to Soulfull Stayz as soon as possible.
• Guests may be held responsible for reasonable costs associated with damage, excessive cleaning or missing items caused during their stay, subject to applicable law and the booking platform’s terms.
• The security deposit may be used towards substantiated charges where permitted.

8. Cleaning and Rubbish

• The property will be professionally prepared before arrival.
• Guests must leave the property in a reasonable condition, dispose of rubbish appropriately and follow any property-specific checkout instructions.
• Additional cleaning fees may apply if the property is left excessively dirty or requires cleaning beyond normal checkout requirements.

9. Pets

• Pets are only permitted at properties specifically advertised as pet-friendly and subject to the applicable property rules.
• Guests must disclose pets before arrival and obtain approval.
• Additional pet-related cleaning charges may apply as disclosed before booking.

10. Property Amenities and Maintenance

• Amenities, facilities and equipment vary between properties. Guests should refer to the individual listing for details.
• While we make reasonable efforts to ensure everything is in working order, occasional maintenance issues or circumstances outside our control may affect availability.
• Guests must notify Soulfull Stayz promptly if an issue arises so we can work towards a resolution.

11. Safety and Property Rules

• Guests must follow all safety instructions and property-specific rules provided before or during their stay.
• Guests are responsible for securing the property when leaving and using appliances, outdoor facilities and amenities safely.
• Smoking and vaping are prohibited indoors at all properties. Outdoor smoking and vaping are also prohibited at many properties, so please follow all property-specific rules, signage and building regulations.

12. Changes to Reservations

• Requests to amend reservation dates or guest numbers are subject to availability, approval and any applicable rate differences.
• Any approved changes must be confirmed in writing by Soulfull Stayz or through the relevant booking platform.

13. Unforeseen Circumstances

If unforeseen circumstances affect a reservation, Soulfull Stayz will communicate with the guest and work towards an appropriate resolution in accordance with the applicable booking terms and Australian Consumer Law.

14. Contact

If you have any questions about your reservation or these terms, please contact Soulfull Stayz using the contact details provided in your booking confirmation.

Nothing in these terms excludes, restricts or modifies any rights or remedies available to consumers under Australian Consumer Law.