Booking Terms + Conditions

Your booking with Nuve

We strongly advise that you take out travel insurance for your holiday to cover any unforeseen circumstances that may arise.

 

ARRIVAL/DEPARTURE TIMES:

  • Check in time is 2:00pm. Keys can be collected from our office during office hours.If you arrive after hours, please make prior arrangements with us. If you are arriving before 2pm, please check with us to see if the property is available.
  • Check out time is 9:30am – Sundays included. Keys are to be dropped off to our office. We have a key slot between the two front windows for out of hours key dropped off. Late departures will incur a $50.00 fee and you may also be charged an additional fee for inconveniencing the cleaner.

ONLINE CHECK-IN: You are required to complete the online check-in prior to your arrival – you will be emailed this a week prior to your arrival date. We are unable to hand out keys until this has been completed and we have a copy of your drivers licence and credit card on file. Where required, your card will be charged for additional cleaning (charged at $55/hour), damage to the property and/or missing items/goods. If you have any problems with the online check-in process, please don’t hesitate to contact us.

COVID CANCELLATIONS/REFUNDS: If there is a snap government restriction in place, which prevents you from being able to travel to the Gold Coast, you will be refunded the amount paid to us – booking fees, credit card fees and third party fees cannot be refunded. Refunds may take up to a week to process. You will not be charged a credit card fee. Booking fees, credit card fees and third party fees cannot be refunded. You will not be charged a cancellation fee. We unfortunately cannot give a refund if there is no government restriction in place. Where government restrictions have been in place for longer than a month, our normal cancellation policy stands and applies.

CANCELLATIONS: All bookings must be cancelled in writing and emailed to hello@nuveescapes.com.au or posted to our address. A cancellation fee of $50 will be incurred. The booking fee, credit card fees and any third party fees paid cannot be refunded. In the event of advance bookings being cancelled by the owner and/or agent, a full refund will apply.

LOW SEASON + MID SEASON CANCELLATIONS:

More than 30 days prior to arrival – the deposit will be refunded less the booking fees, credit card fees + third party fees.

Less than 30 days prior to arrival – your deposit and balance will not be refunded unless relet for the same period of time. You will not be refunded booking fees, credit card fees + third party fees.

HIGH SEASON CANCELLATIONS:

More than 60 days prior to arrival – the deposit will be refunded less the booking fees, credit card fees + third party fees.

Less than 60 days prior to arrival – your deposit and balance will not be refunded unless relet for the same period of time. You will not be refunded booking fees, credit card fees + third party fees.

LONG STAY GUESTS: For bookings that are longer than 3 weeks or are extended to be longer than 3 weeks, an additional $100 cleaning fee will be applied to the booking. For bookings that exceed 6 weeks in length – whether extended or booked in advance – a bond will be required. The bond amount will be 2x the weekly rate of the booking. Any additional charges for cleaning/damages will be charged to your credit card.

CLEANING + SECURITY: It is the guests responsibility to maintain the cleanliness of the property during the lease period.  Children must not jump on the beds. Damage resulting from children jumping on beds will be at the cost of the guest. Departing guests must leave the property clean + tidy. This includes removing rubbish and putting it in the wheelie bins, washing & drying all dishes, emptying the dishwasher, emptying of the refrigerator, cleaning the BBQ, leaving the beds neat, turning off all lights & cooling/heating appliances, closing and locking all doors and windows and if linen has been hired please leave it neatly folded just inside the front door. All rubbish is to be removed from the property and disposed of correctly. All guests are responsible for keeping the property secure during their stay, so please close all windows and doors when leaving the property at any time and also in the event of sudden storms or changes in weather. Furniture is not to be moved around. Items are not to be moved between rooms/properties. If the property is not left reasonably clean, you will be charged an additional cleaning fee. 

LINEN: Linen is not included unless stated in the advertised description. Linen hire can be arranged through Burleigh Hire, which includes any special requirements at time of booking. Linen must be used on all beds. Misplaced or damaged linen will incur an additional cost.

REPAIRS + MAINTENANCE: All holiday properties under Nuve Escapes management are privately owned and are rented on a fully self-contained basis. In the event of faults and/or malfunctions of appliances or inclusions, there is no obligation for the owner or Nuve Escapes to compensate or discount. Nuve Escapes will accept no responsibility for any inconvenience with machinery breakdown. The agent’s best endeavours to repair, replace or hire an alternative will be undertaken. In the event of a problem or complaint you must inform Nuve Escapes immediately so we have the opportunity to rectify the situation as quickly and efficiently as possible within reasonable time. If you’re unhappy with the standard of cleaning, our office must be notified within 2 hours of your arrival and photos taken. Our cleaners are contractors and don’t work solely for our company. Failure to follow this procedure may hinder our ability to rectify the problem or complaint and this will extinguish any claim for compensation. 

GUEST RESPONSIBILITIES: Premises are let to you for holiday purposes only for the period stated on your booking confirmation. No refund is made on the unused portion of rent if guests vacate the property prior to their departure date. The property must not be used for unlawful purposes. Nuve Escapes may inspect the property with reasonable notice and at any time without notice if there is any belief that there has been a breach of these conditions herein. Number of Occupants must not exceed the number of beds in house/unit. Overloading will render the customer liable to cancellation of the booking immediately. Functions + Parties are not to be held at the holiday property at any time. Immediate termination may result. Smoking is strictly prohibited in all properties. An additional cleaning fee will be charged if cigarette smoke can be smelt in the property, on linen or if cigarette butts are found in garden beds etc.  Guests must comply with Body Corporate laws, rules + regulations or on-site managers if applicable. If the occupancy ends or is terminated, guests must immediately vacate the property. Nuve Escapes is authorized to do whatever is required to enforce an eviction of any guest and removal of guests property.

PETS: Pets are strictly not permitted on any property unless designated as ‘Pet Friendly’ and arrangements have been agreed upon prior to arrival. Please bring your own bedding for your pet as they are strictly not permitted on any bedding or furniture of the property. Unruly or loud barking behaviour will not be tolerated. If complaints are received this may result in termination of the booking and loss of unused balance of accommodation. Upon departure of ‘pet friendly’ properties all dog droppings must be removed from the premises and disposed of correctly. If this does not occur, a cleaning fee will be charged to the guest. If pets, which are unapproved, are found on the premises, the booking will be terminated and guests will be asked to vacate with no refund made. If it is found you have had a pet after your vacate date, you will be charged cleaning and fumigation costs. Any damage/pest control/additional cleaning required as a result of a pet inside and/or on the property will be charged to the guest.

LEFT BELONGINGS: No responsibility is accepted by either the Agent or Owner for customer’s personal property left on the premises. At the end of every week, unclaimed lost property will be disposed of.

LOST KEYS: If you have lost keys or locked yourself out – A $50.00 fee will be charged if agent is called out after 5pm due to misplaced keys, an $80.00 fee will be charged if agent is called out after 9pm due to misplaced keys or being locked out. If the keys/remotes are lost, you will incur the cost of the replacement keys/remotes. If a locksmith is required, you will incur the cost of this also.

TARIFFS: Tariffs quoted are correct at time of publishing/phone conversation and are subject to change without notice. The booking fee and a deposit of 50% of the total booking is payable within forty-eight hours (48) to secure your booking. If we don’t receive this by the due date, your booking will be cancelled – you will be notified of the cancellation via email. The balance of rent is due and payable at least one month prior to occupancy.  If a booking is made within a month of the dates booked, the full amount + the booking fee must be paid to secure the booking. Payments can be made online, via bank transfer, cheque, eftpos or credit card (a 2.5% surcharge applies). Keys will not be given out unless full payment has been made + check in registration has been completed.

BOOKING FEE: A booking fee will be charged for each and every booking that you make. If for any reason you have had to transfer your deposit to another time or postpone your holiday – subject to negotiation with the owner – you will be charged an additional booking fee as it is essentially a new booking.

BOND: Some properties require a bond to be taken with your booking – the bond amount is published in the online listing. This is added to the balance of your booking + will be taken as a pre-authorisation on your credit card that you registered with your online check-in. It can take up to 7 days after your departure for the bank to release your bond/pre-authorisation.

DAMAGE PROTECTION FEE: The non-refundable Damage Protection Fee protects you from being charged for accidental damage that may occur during your occupancy. Damage Protection does not cover damage or loss that is not disclosed, you must notify us if you do any damage. To avoid erroneous blame, you are required to immediately notify our team if anything is amiss when you arrive at the home. Prior to, or immediately upon, vacating the home, you must inform our staff if there have been any incidents of loss or damage that have occurred during your occupancy. Damage Protection does not replace or negate your responsibility for all members of your party as a primary guest/renter. It does not pay for any act of intentional or negligent destruction, pet damage, re-keying, property damage resulting from motorized vehicle or watercraft use, additional cleaning if the home is left excessively dirty. The Damage Protection is offered, administered, and funded solely by Nuve Escapes and we are solely authorised to determine the nature of the cover.

SITUATIONS THAT MAY AFFECT YOUR RESERVATION: When a booking is made, the deposit is accepted for the owner at the time. If the property is for sale and the ownership changes before your holiday, we cannot guarantee that the property will remain available. A refund will be provided if this is the case. We cannot accept responsibility for decisions made by the new owner, but you will be notified and we will try to organise alternative accommodation. If a holiday property is listed for sale while guests are in residence, the occupier agrees to allow the owner or agent to conduct inspections with prospective buyers at mutually convenient times, by appointment. If a property is withdrawn from our management as a holiday let, you will be notified and alternate accommodation found or a refund will be offered. Occasions arise where body corporates will remove common areas (pools, balcony’s etc) and facilities without warning due to maintenance and the like. 

DISCLAIMER: Nuve Escapes has endeavoured to maintain the accuracy of the content with their websites, however from time to time aspects of the content may be out of date. Certain information is provided by others including owners, and for that we accept no responsibility for its accuracy. Nuve Escapes acts as the letting agent on behalf of the owners and in accordance with the owners instructions. Nuve Escapes reserves the right to take appropriate remedial action and/or seek compensation for any serious breach of these conditions of letting. Guests must accept premises “as booked” and cannot be relocated, other than on the basis that the full rental due be forfeited and full rental on new premises is paid to occupancy. We are careful not to misrepresent any rental property. No refund is given if you are unsatisfied with your accommodation. By booking your holiday with us you are agreeing to these booking terms and conditions.

PRIVACY STATEMENT: We use personal information collected from you prior to your holiday booking with Gold Coast Holiday Homes for bond payment purposes. We may also use the information to contact you via telephone or email with respect to this property and others, which we believe may be of interest to you. By providing this information, you agree to this unless you advise us differently. By providing this information, we will be able to provide an effective service to you. Other than in the circumstances allowed under the Privacy Act 1988, we do not disclose information of this kind to other parties. If you would like to access the personal information we hold, you can do so by contacting Nuve Escapes on 07 5534 2266.