Terms and Conidtions

BOOKING TERMS AND CONDITIONS for BELLE HELENA PRIVATE RESORT

By confirming your booking and upon receipt of deposit to Belle Helena Private Resort, you ‘the guest’ agree to the following terms and conditions:

1) Deposit and Final Payment:

To secure a reservation Belle Helena Private Resort (BHPR) requires 50% of the total tariff as a deposit.

Reservations are not confirmed until:

  1. We have received your booking request in full
  2. Full list of guests and ages are provided
  3. Your payment has been processed; and
  4. We have sent you a booking confirmation email

Final payment will be due within 7 days prior to the arrival date (i.e. if your arrival date is 8 May, your final payment will be debited from your card on 1 May).

Payment of the total tariff will be required at the time of booking for all reservations made within 1 month of arrival.

By paying a deposit for a rental property you are agreeing undisputedly to these terms and conditions.

BHPR reserves the right to decline any booking request.

2) Payment Options:

We accept Visa, Mastercard (1.6% surcharge), AMEX (2.75% surcharge) and Visa/Mastercard debit cards (no surcharge).

3) Security Bond:

A security bond of $1000 is required at the time the booking is confirmed and will be charged as a separate line item. This bond is held as security for any damage, loss or excessive cleaning required resulting from the stay.

Provided the property is returned in a satisfactory condition and all terms of the reservation are met, the bond will be refunded in full within 7 days of departure. The guest authorises Belle Helena Private Resort to deduct from the bond any amounts due in relation to damage, loss or cleaning over and above normal usage.

An increased security bond may be requested for Groups over 10 people.

NO BOND = NO KEYS!

4) Arrival Policy:

Check-in is available from 2pm to 5pm.

Please note, the person collecting the keys must be the person named on the booking form (who made and paid for the booking). If an alternative person will be collecting the keys, the Booking Name Person must inform us of this in writing prior to arrival, along with the name and contact phone number of the new person collecting keys.

The person collecting keys may be required to provide BHPR with a Drivers Licence on check-in.

If you are unable to collect keys from our staff by 5pm, please advise us of this at your earliest convenience, so we can arrange for after-hours key collection.

5) Departure Policy:

Check-out is by 10am.

Additional charges of $200/hour will be incurred for late check-outs.

Prior to checking out, guests are required to:

  • place all rubbish in the outside bins (excessive rubbish will incur additional fees);
  • wash and stack away all dishes;
  • leave all linen on beds;
  • place all used towels in the bathroom;
  • clean the BBQ and turn the gas off at the bottle (a $50 cleaning fee is payable should the BBQ be left dirty);
  • turn off all electrical equipment, air-conditioning units and ceiling fans; and
  • secure the property – ensure all windows and doors are closed and locked.

Failure to comply with the above will result in additional charges. Cleaning required above and beyond a standard clean will also incur additional charges, i.e. marks on walls, coffee stains, rewashing of dishes/glasses, glass or odd items in pool etc.

Any charges applicable for the above will be charged to your credit card.

6) Smoking Policy:

Smoking inside the property is strictly prohibited. Additional cleaning costs will be charged to guests who do.

7) Rubbish Policy:

At the end of your stay, all rubbish should be placed in the outside bins provided. Any excess rubbish left on the property that does not fit into the binds provided will be subject to a removal fee.

8) Damages to Property:

Guests are responsible for any and all direct damage to the property, along with loss or damage to any items within the property during their stay and should notify us immediately of any issues.

Your bond may be used to cover incidental items such as, but not limited to, consumables, breakages, extra cleaning charges, rubbish removal etc.

If damages/loss are recouped from your bond, we will provide receipts and photographic evidence where applicable

9) Lost Keys and Remotes:

Please ensure you look after your keys, as the following charges will apply:

  • Out of hours callout for keys locked inside property – $100
  • Replacement of lost keys – up to $1000 (changing of locks may be required)
  • Replacement of lost remote – up to $300

10) Maximum Number of People:

The maximum number of people allowed on a property at any one time is the maximum number of guests stated on BBLH website for each property.

The names of all occupants must be disclosed to BHPR prior to check-in and any changes to your guest list must be communicated with BHPR.

Additional occupants will be asked to leave and additional charges will be deducted from the security bond, unless prior arrangements have been agreed upon.

11) Noise, Parties and Poor Behaviour:

The maximum number of people allowed on the property at any one time is the number supplied when the booking was made and agreed to by the owner of Belle Helena and Byron Bay Luxury Homes.

Extra people, large gatherings or other functions are strictly prohibited without prior approval.

With prior approval, names and ages of extra guests must be supplied, this also includes chefs, function staff, babysitters, etc.

Depending on the number of guests and the function, there will be a charge additional, per person charges and this is determined by the owner of the property at the time of booking.

If there are extra people found at the property, charges will result to cover costs, including but not limited to:

  • function fee, extra cleaning over and above a standard clean, rubbish removal, damage to lawn and driveway, excess number of vehicles parking, excess use of firewood.

The neighbours are not to be disturbed during your tenancy. Please be aware that you are in a residential area and loud noise (including loud music, talking, swearing and screaming) is not tolerated at any time of the day.

Should the neighbours make a call to security or ‘Quiet Hotline’, a call out fee will be incurred at your cost (currently $165 fee per call out + $50 admin. fee). This is not negotiable and the fee will not be refunded.

If a second security call-out is received at the property anytime during the day/night, all guests will be evicted from the property by security without refund of rent or bond.

Properties are for house guests only and should the maximum guest numbers allowed be exceeded without approval or should the police be called to the premises for unruly behaviour or excessively loud/late music after 10pm, your booking will be cancelled, you will be evicted from the premises and your accommodation tariff (including bond) will not be refunded

All properties are strictly to be used as holiday accommodation only.

Any booking discovered to be a Schoolies, Hen’s or Buck’s booking will result in instant eviction with loss of any remaining rental as well as the security bond.

12) Pool:

To avoid disturbing neighbors, please refrain from using the pool before 6am and after 10pm.

Please ensure that all children are supervised by an adult at all times. If you notice a faulty gate, fence, or lock, please notify us immediately.

Alcohol or glass is strictly prohibited inside the fenced pool area or in the pool

13) Cancellation and Change to Booking:

Please check your dates carefully when booking, as changes to your booking dates will attract a $150 administration fee.

For all bookings – your deposit (less $250 cancellation fee) is refundable until 2 months prior to arrival. All cancellations within the final 2 months will result in forfeit of your full deposit.

We recommend you consider travel insurance to mitigate any loss you may suffer due to illness, bad weather or any other event that may lead to the cancellation of your booking.

Please note we cannot offer a refund if you change your mind about the property after arrival.

COVID – As we are now aware of COVID and travel restrictions are in place, our standard terms and conditions apply. If you have any questions, please contact our office.

14) Unforeseen Changes:

In the case of any problem or complaint, it is important that you, as the guest, informs us at the earliest opportunity so that we have the chance to rectify the situation as quickly and efficiently as possible. After hours numbers are available upon calling our office.

Any complaint, which cannot be resolved locally, must be notified in writing within three (3) days of the end of service provided. If the guest fails to follow this procedure this may hinder our ability to rectify the complaint and reduce or extinguish any claim made. BHPR will try to rectify any problems as soon as possible and within reason.

The booking is made in good faith and maybe subject to change. Refunds cannot be given for events out of control of the property owner or BHPR. Events include, but are not limited to, sale or withdrawal of the property, weather damage, power blackouts, pool motor break down, landslides, internet issues, insect infestation, floods, plan cancellations, demonstrations, civil unrest and any other unusual event.

BHPR is in a suburban location where, from time to time, there may be building/construction on houses within the vicinity of our properties. BHPR takes no responsibility for any issues relating to noise on neighbouring properties.

In the event of the premises becoming unavailable prior to your arrival through unforeseen circumstances, BHPR will inform you immediately and endeavour to obtain suitable alternative premises, or offer a full refund.

The description of the property is given in good faith and no responsibility for misinterpretation will be accepted.

15) Internet Usage:

Internet is provided at most of our properties as a convenience to our guests, for the purpose of emails, perusing social media and web browsing.

Login and password details are in the property Compendium.

Please note that uninterrupted connection cannot be guaranteed. We recommend that if you have urgent or important business to conduct during your stay, you should bring your own mobile internet device for this purpose.

Due to the intermittent/unpredictable nature of technical issues, we cannot offer a refund or discount on your tariff should internet service be unavailable at any time during your stay.

16) Repairs to Appliances:

If a maintenance issue is reported, you may be asked to participate in basic trouble shooting, prior to a tradesperson attending the premises.

During your stay, we endeavor to have repairs to appliances attended to as soon as possible. If immediate repair is not possible (due to parts/tradesperson availability) we will use our best endeavors to supply a substitute appliance if possible.

Unfortunately, if immediate repair/replacement is not possible, we cannot offer a refund or discount on your tariff for any unusable appliances.

17) Cleaning & Linen:

All properties are fully self-contained and include linen, towels and beach towels.

As our properties are not serviced daily, please contact us prior to your arrival if you will require additional servicing during your stay (additional charges will apply).

Bins are provided for general rubbish. Any excess rubbish left on the property will incur a removal fee.