1. General 1.1 You are responsible for reading and understanding these Conditions before booking and paying a deposit. You (referred to as "the Guest", being the person named on the reservation) acknowledge that you are responsible for the actions of all additional occupants and guests included in the reservation, and for any visitors to the property during your stay. 1.2 Bookings may only be made by persons 21 years of age or older. The Guest named on the reservation must be at least 21, must remain at the property for the duration of the stay, and is responsible for all occupants and visitors. 1.3 The property must not be used for commercial purposes, functions or similar events. 1.4 This reservation with the Company is not a residential tenancy agreement under residential tenancy legislation in NSW. The Guest nonetheless agrees to abide by all legal requirements imposed by State and Federal authorities in relation to occupancy of the property. 1.5 Failure to comply with the Guest's fundamental obligations under these Conditions may result in immediate termination, eviction, or additional charges. Refunds will not be paid on terminated occupancies.
2. Responsibilities 2.1 Short-Term Rental Code of Conduct Guests booking premises in New South Wales must comply with their responsibilities and obligations under the NSW Fair Trading Code of Conduct for the Short-Term Rental Accommodation Industry. 2.2 Dates The property is let to the Guest for holiday occupancy purposes, for the authorised number of guests, and only for the dates reserved. 2.3 Check-In Check-in is after 4 pm on the arrival date (3 pm during non-winter periods). This time may be altered due to housekeeping schedules. Key safes and door codes activate at this time. Please do not arrive early unless advised to do so by Alpine Country Holidays staff. 2.4 Check-Out Check-out time is 10 am on the departure date. Check-out instructions are included in the welcome pack, the Hinfo digital guest manual, and the welcome letter. A $150.00 fee applies for each half hour past the required check-out time that the Guest remains on the property, as we often have guests leaving and arriving on the same day with limited time for housekeeping to clean. A $90.00 fee applies per lost garage door opener, and a minimum $300.00 re-key fee applies for lost keys. Please read and follow the check-out instructions before departure, and call the office on 6456 1991 with any questions. 2.5 Guest Numbers - Note Overcrowding of properties is taken seriously. The total number of occupants, including adults, children and infants, must not exceed the total number shown on the property description page and check-in documents. Where overcrowding is found at a property: • Your stay is terminated immediately, with eviction from the property and no refund. • Your security deposit is forfeited, and extra charges could be levied for cleaning and utilities [electricity, gas, water, waste collection etc.]. • Snowy Monaro Council may impose on-the-spot fines of up to $2,000 under the Environmental Planning and Assessment Regulations 2000 (NSW). 2.6 Insurance Guests are strongly encouraged to purchase travel insurance to cover unforeseen circumstances, including loss of deposit, cancelled flights, accommodation cancelled by the Company for reasons outside its control, cancellation fees, medical expenses, and loss of personal belongings during the stay. 2.7 Right to Cancel a Booking The Company reserves the right, to the extent permitted by law, to refuse, cancel or terminate any booking where reasonably considered necessary or appropriate — including for breach of these Terms and Conditions, non-payment, misleading or fraudulent information, unlawful or inappropriate conduct, property or safety concerns, or circumstances beyond the Company's reasonable control. Where a booking is cancelled, the Guest will be notified as soon as reasonably practicable, and any refund will be dealt with in accordance with these Terms and Conditions and applicable Australian Consumer Law. Nothing in this clause excludes or limits any right or remedy that cannot lawfully be excluded. 2.8 Online Check-In Completion of the Company's secure online check-in is a mandatory condition of booking and entry to the property. Before arrival, the Guest must provide a valid government-issued photo ID (if required), a valid credit card in the Guest's name for the security pre-authorisation (bond) and must electronically sign the Company's Terms & Conditions (Rental Agreement). Failure or refusal to complete online check-in may result in cancellation of the booking, refusal of entry, and enforcement of the applicable cancellation policy. 2.9 Security The Guest authorises the Company to place a pre-authorisation on the credit card provided, for the security amount specified in the reservation confirmation. This pre-authorisation is not a payment, and no funds are transferred unless additional charges become payable under these Terms & Conditions. The Guest authorises the Company to deduct or charge the credit card for any loss, damage, missing items, additional cleaning, or other amounts payable. Where the amount payable exceeds the security pre-authorisation, the Guest remains liable for the balance, which may be invoiced and recovered by all available legal means.
3. Property Care 3.1 Cleanliness Please leave the property as it was found on arrival. The Company reserves the right to charge an extra cleaning fee where additional cleaning is required as a result of your occupancy — for example, kitchens not tidied (pots, pans, cutlery or crockery left on benches) or garbage or food left in the property, causing housekeeping to spend extra time. A minimum additional cleaning fee of $200.00 will be charged in such cases. Furniture is not to be moved, either inside or outside the property. Please stack and run the dishwasher — housekeeping will empty it during cleaning. Full departure instructions are provided in the welcome letter and the Hinfo digital guest book. A $110.00 administration fee applies to all extra charges. 3.2 Bicycles Bicycles are not permitted inside our properties. Bikes should be left in garages, where available, or in designated storage areas. Evidence of bikes in properties or common areas (such as hallways) will attract an extra cleaning fee. 3.3 Barbecues Where a property has a BBQ supplied and used by guests, it should be cleaned and left as found. An extra cleaning fee of $70 applies where a BBQ is not cleaned. 3.4 Gas Cookers Prohibited For safety reasons, butane gas cookers (including Hibachi or similar) are strictly prohibited inside the property. Use of these appliances indoors poses a serious fire risk and is not permitted under any circumstances. Evidence of gas cookers will result in forfeiture of the security deposit. 3.5 Smoking All our properties are non-smoking. Smoking, vaping and the use of e-cigarettes are prohibited anywhere inside the property. Guests found smoking, or where there is evidence of smoking in or around the property, will incur a minimum $400.00 cleaning charge, plus the $110.00 administration fee. 3.6 Damage Charges The Guest acknowledges that all damage, breakage or loss to the property, furniture or furnishings will be charged to the Guest. This charge is not limited to the amount of the security deposit. An administration fee of $110 will be levied on all damage claims. If damage or breakage is found on arrival, it is the Guest's responsibility to report it to the office immediately. Where no notification is received within 18 hours of arrival, the Company will regard the property as having no damage. 3.7 Electric Vehicle Charging Charging electric vehicles, plug-in hybrid vehicles, e-bikes, scooters, mobility devices, or any similar battery-powered equipment from the property's power outlets, GPOs, or internal/external electrical supply is strictly prohibited, unless written permission has been provided by the property owner or manager prior to arrival. This includes charging via extension leads, garage power outlets, or portable generators. This restriction reflects electrical load limitations, fire safety requirements, energy management, and insurance conditions. Guests who breach this condition may be responsible for additional electricity consumption, damage, safety inspections, call-out fees, or other resulting costs.
4. Behaviour & Neighbours 4.1 Parties & Gatherings Alpine Country Holidays has a strict zero-tolerance policy regarding parties. Guests must respect neighbouring properties at all times. Excessive noise, offensive behaviour or disturbances — particularly between 10.00 pm and 8.00 am — may result in immediate termination of the booking without refund. Additional charges will apply for security call-outs and other expenses, including extra cleaning or damage. 4.2 Use of Firearms on Rural Properties Where guests choose a rural property, the use of firearms is not permitted. Evidence of the discharge of firearms will result in immediate termination of the reservation and eviction.
5. Payment All accommodation fees, including those for bookings made through third-party platforms such as Airbnb, VRBO, Stayz and Booking.com, must be paid in accordance with the Company's standard payment terms and, in any event, no later than the Guest's departure date. This applies regardless of the booking source or method of payment. Any balance remaining unpaid after departure will be deemed a debt due and payable, recoverable by the Company to the fullest extent permitted by law. The Company reserves the right to recover any outstanding amount, without further notice, by charging the credit card provided for the security pre-authorisation. By providing credit card details, the Guest expressly authorises the Company to charge the card for unpaid accommodation fees and related costs, expenses and legal fees incurred in enforcing payment, together with interest at the maximum rate allowed under applicable legislation.
6. Other Items to Note 6.1 The Property We take great care to describe holiday accommodation as accurately as possible. The Company cannot accept responsibility for incorrect descriptions, errors or omissions, nor for equipment described as available that may not be present. If a property is sold and ownership changes before your holiday, we cannot guarantee the property will remain available and cannot accept responsibility for decisions made by a new owner, including cancellation of your booking. If the property is sold, you will be notified, allowing time for us to assist with alternative accommodation where possible. 6.2 Property Security The Guest is to ensure the property is locked when vacant and on departure and retains responsibility for the property's security throughout the stay. 6.3 Access While we respect your privacy, the Company reserves the right to enter the premises at any time to ensure compliance with these Conditions of Occupancy. 6.4 Problems & Maintenance The Company and/or the Owner do not accept liability for loss caused by equipment failure or services outside their control, including but not limited to hot water, sewer, electricity and gas. Please advise us immediately of any maintenance problem. The Guest agrees to allow the Company or its nominee to enter the property to carry out necessary repairs. Some maintenance issues may take time to resolve, as the Jindabyne area has limited access to trade and maintenance personnel; the Company cannot be held responsible where a problem cannot be fixed immediately. No refund or reduction in tariff will be made for the non-availability of these items during any part of a stay. 6.5 Pets Pets are not permitted, except in properties specifically advertised and approved as pet friendly. In an approved pet-friendly property, the Company or Owner cannot be held responsible for the security or welfare of a pet during the stay. 6.6 Wildlife Many properties managed by Alpine Country Holidays are in rural areas and/or have surrounding landscaping, gardens, or national park, where wildlife and insects can be found — particularly after severe weather events such as storms, rain or intense heat. While every effort is made to control and manage wildlife, including a pre-arrival inspection, animals or insects may occasionally enter a property. On notification, the Company will act as quickly as possible to manage the situation where guests are at risk. Guests with intense personal fears of wildlife, or allergies, are advised to avoid properties where the likelihood of wildlife is increased. 6.7 Tariff Tariffs are current as per the tariff sheet and are subject to change without notice. No responsibility is accepted for errors or omissions on the Alpine Country Holidays website or on Online Travel Agent websites (such as Airbnb or VRBO). Any verbal quote given is an estimate only, subject to written confirmation on booking. 6.8 Internet Internet access is provided on a best-effort basis. The Company does not guarantee availability, speed or uninterrupted service. The Guest warrants that the service will not be used for downloading, streaming, sending or posting discriminatory, illegal, harassing or threatening messages, content or images. Operation of any internet connection during the stay is not guaranteed and may be disrupted or unavailable; this also applies to Foxtel/Austar-type services. The Guest will not hold the Company or Owner liable for disruption to these services. 6.9 Call-Out Fees The Guest acknowledges renting a residential property that may have a residential storage hot water system, typically set to take advantage of off-peak electricity rates. Excessive hot water use can cause the system to run out, with reheating taking overnight. Using too many electrical items, including heaters, can trip an electrical circuit. Where the Guest requests a call-out to assess or fix an issue caused by the Guest, a call-out fee will apply, charged to the credit card or security held.
7. Liability & Indemnity 7.1 Limited Liability To the maximum extent permitted by law, the Company, its affiliates, officers, directors, employees, agents and property owners will not be liable for any indirect, incidental, consequential, special or exemplary damages, or for damages relating to death, personal or bodily injury, emotional distress, or property damage, arising out of or in connection with the Guest's stay. Guests use all facilities — including spas, fireplaces, decks, stairs and outdoor recreational equipment — entirely at their own risk. This limitation applies to all claims, including negligence, even where the Company has been advised of the possibility of such damages. The Guest agrees not to hold the online booking agency, Agent, or property owner liable for problems not within their direct control or jurisdiction, including power outages, hot water issues, council sewer main blockages, transport or access problems caused by weather events, domestic waste removal, trespassing, noise, or weather and snow-related conditions (including lift closures, lack of snow, insufficient snow cover or poor snow quality), and any impact these may have on access, travel, activities, or the Guest's expectations of the stay. 7.2 Indemnity The Company and/or Owner do not accept liability for personal loss or injury to the Guest, or those associated with the Guest, during the rental period, including loss or injury caused by events beyond the Company's control. Such events include, but are not limited to, adverse weather conditions (including snow conditions such as lift closures, lack of snow, insufficient snow cover, or associated access restrictions), bushfire, flood, storm, traffic incidents, road closures, government restrictions, war, terrorism, civil disturbance, or other force majeure events. No refund or credit will be offered in these circumstances. 7.3 Online Travel Agent Bookings Where a reservation is made through an Online Travel Agent (such as Airbnb, VRBO/Stayz, Booking.com or another travel agent), the Company and the Guest agree that these Conditions of Occupancy take precedence.
8. Privacy & Surveillance 8.1 Video Surveillance – CCTV Security cameras monitor external entrances, driveways and parking areas only. Cameras do not monitor internal living areas, or any location where guests may reasonably expect privacy, and are not permitted in such areas. By booking with the Company, guests consent to being recorded. Footage may be held for up to 28 days, after which it is deleted. 8.2 Personal Information To better protect your privacy, this notice explains our online information practices and the choices available regarding how your information is collected and used. It applies to all information collected or submitted by the Company. All client information is kept in-house and strictly confidential. Personal information collected during order processing (name, address, phone and fax numbers, email address, and credit card number and expiration date) is used exclusively to the extent necessary to complete a reservation. The Company does not share customer personal information with any third party. Return email addresses are used to answer requests and to offer occasional newsletters and special offers; guests may opt out by notifying us. The Company maintains Payment Card Industry Data Security Standard (PCI DSS) compliance under SAQ-D, necessary for any business accepting credit card payments, and continuously monitors PCI DSS-compliant infrastructure, processes and scope, updated at least every two years. Card details are tokenised separately into a secure PCI-compliant vault, with only a secure token submitted to the Company via API — full credit card details are not shown to the Company. Card data is removed 14 calendar days after checkout from a stay; cancelled bookings are removed on the day of departure.
Letting Us Know When Things Go Wrong The team at Alpine Country Holidays makes every effort to keep the premises in excellent condition, and our housekeeping team takes pride in its work. If anything is not up to scratch, please let us know immediately — we can't fix what we don't know about. A discount or other compensation will not be provided where an issue is reported well after arrival. Nothing is more frustrating to us than learning a guest experienced a problem during their stay that could have been quickly resolved, so please keep us informed.
Note: These Conditions of Occupancy form part of the binding Rental Agreement accepted by the Guest at online check-in and take precedence over any conflicting terms on third-party booking platforms. |
