Holiday Booking Terms and Conditions
Rescom Support Pty Ltd atf Rescom Trust T/A Gold Coast Prestige Holiday Rentals and Neo Property (Qld) Booking Terms and Conditions
PLEASE READ THESE TERMS AND CONDITIONS COMPLETELY AS THEY FORM THE BASIS UPON WHICH BOOKINGS WITH GOLD COAST PRESTIGE HOLIDAY RENTALS AND NEO PROPERTY (QLD) ARE MADE/AGREED
When you make a reservation, these conditions are deemed to have been accepted by ALL GUESTS
These terms and conditions constitute a legally binding agreement between Rescom Support Pty Ltd atf Rescom Trust T/A Gold Coast Prestige Holiday Rentals and Neo Property (Qld) and the Guest. By accessing a booking on our platform, sites, channels, or systems, you acknowledge that you agree to and are subject to these booking terms and conditions and our privacy statement on behalf of yourself and all persons named or otherwise travelling on your booking.
For the purposes of this documentation Rescom Support Pty Ltd will hereafter be referenced to as “neo”
Contents
4.0 PAYMENT TERMS & BOOKINGS CONDITIONS. 4
4.1 Same Day/Last Minute Bookings. 4
4.2 Bookings Made Within 30 Days. 4
4.3 Bookings 31 Days Plus In Advance – Excluding Peak Season. 4
4.6 Extra Cleaning Charges Due To Unauthorised Mass Gathering/Party. 5
5.0 PRICING & PAYMENT TERMS. 5
7.0 CHECK-IN AND KEY COLLECTION. 6
8.0 CHECK OUT TIME GUEST RESPONSIBILITY ON EXIT AND DEPOSIT REFUND. 6
9.0 PERSONAL BELONGING CARE AND POSSESSIONS LEFT BEHIND. 8
11.0 DEDUCTIONS FROM SECURITY DEPOSIT. 8
12.0 FUTURE RESERVATIONS AND REPEAT BOOKINGS. 9
14.0 SCHOOLIES AND PARTY BOOKINGS. 9
15.0 PERMITTED USE/HOUSE RULES. 9
15.3 Extra Person Charges & Extra Bedding. 10
15.4 Shoes Off Inside Please. 10
15.8 Waterfront Properties & Pools. 11
16.0 ACCEPTANCE OF BOOKING. 12
17.0 CANCELLATIOIN POLICY – Excluding On-line Travel Agents Reservations. 12
19.0 CHANGING AND POSTPONING DATES. 12
21.1 Outside/Emergency Hours 13
23.0 USE OF ELECTRICAL APPLIANCES. 13
23.1 No Fault Callouts & Damage Caused By The Traveller 14
23.2 Repairs & Maintenance. 14
23.3 Electrical & Plumbing Repair Policy. 14
24.0 HOLIDAY RENTALS FOR SALE. 15
25.0 DEBT COLLECTION POLICY. 15
26.0 SITUATIONS THAT MAY AFFECT YOUR RESERVATION. 16
30.0 Not Included In Price of Holiday. 17
31.0 DAMAGE PROTECTION (OPTIONAL) 17
32.0 DISCLAIMER & RESPONSIBILITY. 17
1.0 YOUR RESERVATION
All reservations are subject to availability, these booking terms and conditions and actual pricing at the time of the booking. We will require full photo ID’s and a security deposit – vetting may be required.
Any verbal quotations provided will be valid only for 24 hours and are considered estimates only. These will be subject to written advice on confirmation of the reservation from the respective booking agent.
Bookings made directly with neo or any online travel agency – channels - are not confirmed until a deposit has been charged & or received and confirmed in writing by neo. Any technology errors will not be honoured and neo will not be held responsible.
By accepting this booking, you hereby agree that if you or any occupant covered by this booking, including any guests, breach our Terms and Conditions, your name, phone number and email address along with details of the breach/breaches may be disclosed to the property landlord and/or other agents.
2.0 TRAVEL INSURANCE
neo strongly recommends travel insurance for all travellers for every booking. We consider this a priority in all travel arrangements, whether travel is regular or occasional, domestic, or international for unforeseen circumstances which may disrupt your travel plans. Please consider the appropriate travel insurance to suit your needs. We suggest that the policy should include, but not be limited to, the following cover: Loss of deposit through cancellation; loss or damage to personal baggage, and loss of money and medical expenses.
3.0 TRANSFER OF BOOKINGS
Reservations & accommodation bookings may not be transferred or sold to another person or entity.
4.0 PAYMENT TERMS & BOOKINGS CONDITIONS
Credit card convenience fees apply for all bookings. Each card has specific charges with the average charges being 1.75% to 4% for major domestic and international Visa, Mastercard and Amex. All credit card surcharges are non-refundable.
Prices quoted are in AUD and all payments must be in AUD.
All guests will be required to provide a government-issued photo ID & credit card in their name and pay a security deposit.
All confirmations are subject to reissue if incorrect through technology or human error or omission and the person/entity booking accepts the liability to then pay the correct cost or to decline to proceed/retain the reservation.
4.1 Same Day/Last Minute Bookings
All same day bookings must be paid in full no later than 2pm.
If full payment is not received by 2pm neo reserves the right to cancel the booking.
Arrival times must be within business hours namely before 5pm Mon-Fri or before 1pm on Saturday.
4.2 Bookings Made Within 30 Days
Full payment is required at the time of booking and if the booking is cancelled – at any time for any reason - the full payment is non-refundable.
If full payment is not received by the due date, neo reserves the right to cancel the booking.
4.3 Bookings 31 Days Plus In Advance – Excluding Peak Season
30% deposit of the total is required at the time of booking. Guests may pay by credit card at time of booking or pay via direct deposit and email remittance advice through to admin@neoproperty.com.au.The outstanding balance of the accommodation is due 30 days prior to arrival.
If full payment is not received by the due date, neo reserves the right to cancel the booking, keep the initial deposit and pursue the balance payable plus costs associated with any debt collection.
If the booking is cancelled more than 60 days prior to arrival, any deposit/payment made will be refunded less the booking fee, cancellation fee, credit card fees and respective third-party fees. The cancellation/admin fee is $55 inc gst and is applicable for any cancelled booking.
4.4 Peak Season
Peak season here on the Gold Coast is considered Easter, Christmas/New Year, Public Holiday weekends and all Australian School holiday periods. Peak season also applies to major/special events such as Air Shows and all major Sporting and Music Events.
If any part of the reservation falls within a peak season date the entire reservation is non-refundable.
All peak season bookings are non-refundable if cancelled within 60 days of the arrival date.
4.5 Bond/Security Deposit
All bookings are subject to a security bond. This is an amount of $500 for 2-bedroom apartments and houses and $1000 for 3 plus bedroom apartments, villas, and houses. A higher bond may be required on a selection of our holiday rental portfolio.
Cash bonds are not accepted.
A credit card authorisation (pre-auth) or imprint will be required at the time of check in or booking. This bond may be used to cover incidentals such as additional cleaning, consumables, breakages or pay for damages incurred during your stay (see damage section)
If credit card details cannot be supplied, the bond is required to be paid by EFT prior to arrival. The bond balance will be returned (subject to the property being checked for damages, breakages, cleanliness etc.) by EFT into your nominated bank account within 7 business days of the departure date.
Photo ID will be required.
4.6 Extra Cleaning Charges Due To Unauthorised Mass Gathering/Party
neo will charge a fee of $3000 to your credit card for extra cleaning for any unauthorised held functions. If insufficient funds are available, the debt will be referred to an active debt collection agency and full funds pursued.
5.0 PRICING & PAYMENT TERMS
neo reserves the right to use and adopt Dynamic Pricing Policy – also known as time-based pricing, surge pricing or demand pricing. Respective algorithms throughout the industry set pricing for the accommodation offered by neo – this is based on market/season demand. In simple terms this means that pricing will automatically increase and decrease at different times based on these industry algorithms. The best rate available at the time of the booking is that advertised and cannot be changed.
Rental rates may be subject to increase without notice. Should this occur, you will be notified immediately and given the opportunity to pay the difference in tariff or receive a full refund of your deposit. We will also offer you alternate accommodation if possible.
6.0 MINIMUM NIGHT STAYS
Minimum night tariffs apply for certain properties managed by neo and will be clearly always advertised.
Minimum night tariffs may change and apply during peak seasons and again will be clearly always advertised.
7.0 CHECK-IN AND KEY COLLECTION
Standard check-in is from 2pm (QLD TIME)
Standard check-out is 10am (QLD TIME)
Keys will not be provided unless the booking has been paid in full.
neo offers a welcome meet and greet service during business hours namely Monday to Friday 830am to 5pm and Saturday 9am to 1pm. A virtual check in facility is not currently utilised.
Public holidays and after-hours key collection by arrangement/as detailed on site facility per property.
No handover of any property will occur on Christmas Day, Easter Sunday, and all public holidays.
Key collection is only permitted by the person whose details are registered on the booking and photo ID must be provided.
Our housekeeping team has prepared the property for your stay to a high standard of cleanliness and our meet and greet service ensures that you are happy with the cleanliness on your arrival. However, in the unlikely event that you wish to report unsatisfactory cleanliness of premises this must be done in writing – preferably with supporting photographs – to admin@neoproperty.com.au within 2 hours of arrival. These reports will be further investigated by management and referred back to housekeeping for any necessary rectification works.
8.0 CHECK OUT TIME GUEST RESPONSIBILITY ON EXIT AND DEPOSIT REFUND
Standard check-out time is 10am (QLD TIME)
Additional charges will apply if you are late checking out.
Upon the expiration of the holiday agreement, the guest must return the property amenities, furniture, appliances, and any other applicable aspects of the property, in as good condition as at the commencement of the agreement.
If all keys and fobs/security devices are not returned by this time, neo reserves the right to charge a full day’s tariff.
Our housekeeper has prepared your property to a high standard, and we ask that you show consideration by being neat and tidy and leaving the property in a reasonable state of cleanliness. On departure, it is the guest’s responsibility to leave the property in the same condition as entry and do the following:
- Close and lock all doors, gates and windows ensuring the property is left secure.
- Turn off all air conditioning and lights.
- Remove all garbage from the property and place in the provided outside garbage and recycle bins. Please remove and dispose of all food items in fridge and cupboards and place in the garbage bins provided outside of the property.
- Empty the dishwasher and/or wash and dry dishes replacing them in the kitchen cupboards as per entry.
- Leave the property in a clean and tidy state noting that the booking includes a standard cleaning rate
- Remove any excess sand, dirt and debris from floors, benchtops, and areas throughout.
- Strip beds and place any used linen on the bathroom floors or in the bags provided.
- We also ask that seafood is not left on the premises and that any seafood is wrapped securely and disposed of appropriately. If scheduled bin collection is days away - particularly in summer months, please consider disposing seafood (eg. prawn shells) off premises or freeze until bin day.
- If you have been notified that your departure date is a registered “bin collection day” for the property, we ask that you kindly place garbage bins kerbside ensuring that the handle of the bin is facing the property. An additional rubbish that cannot be placed inside of the large bins provided may incur an additional rubbish charge of $100-$200.
- neo will charge a fee of $3000 to your credit card for extra cleaning for any unauthorised held functions. If insufficient funds are available, the debt will be referred to an active debt collection agency and full funds pursued.
Additional costs of cleaning will be incurred under the following circumstances:
BBQ’s that have been cleaned prior to your arrival and are not cleaned prior to departure will incur an additional cost of $150.
Excess cleaning due to mass gatherings/parties - as per payment terms and conditions above
neo will charge a fee of $3000 to your credit card for extra cleaning for any unauthorised held functions. If insufficient funds are available, the debt will be referred to an active debt collection agency and full funds pursued.
Smoking inside is considered damage and will incur an additional cleaning/fumigation fee on exit of $400.
Double cleaning fee applies to all bookings departing on a public holiday. If it hasn't automatically been applied when making a booking, neo will contact you to do so and apply the extra fee.
An unauthorised pet being brought into the premises is considered damage and will incur an additional cleaning/fumigation fee on exit of $400 per unauthorised pet which may include a flea treatment from a professional pest company.
9.0 PERSONAL BELONGING CARE AND POSSESSIONS LEFT BEHIND
neo does not accept any responsibility for any personal property that is left unattended during the booking in your holiday accommodation. We recommend travel insurance to include all contents insurance during the stay. When visiting beaches and picnic areas, we suggest that you lock your vehicle and make sure that valuables are out of sight.
neo will charge an administration fee of $75 to collect possessions left behind. If a traveller requires a courier or postage to be organised this will be the traveller’s responsibility to organise and pay direct.
All items that have been found will be kept at the property for a period of one (1) month, after which time they will be donated to a charitable institution. During this time neo and the owner of the property take no responsibility for the items.
10.0 WI-Fl PROVISION
Some properties are advertised with Wi-Fi provided and may be subject to security password access. There may be times when wi-fi technology is not available due to technical errors or security issues. These circumstances are outside of our control and whilst every effort will be made to resolve all issues as quickly as possible, there may be occasions where an issue cannot be rectified during your stay. No compensation will be offered in these circumstances.
11.0 DEDUCTIONS FROM SECURITY DEPOSIT
Any damage, breakages or lost items must be reported at the time of departure – asap to ensure neo have adequate time prior to the next booking to fix or replace the item/s. neo reserves the right to charge an admin fee of $75 inc gst to the departing traveller for damage and creating a damage report.
Funds will be deducted from the security bond/debited to the traveller’s credit card for all damages and missing items. Any damages to furnishings and all breakages to any contents will be deemed as the traveller’s responsibility to pay for the complete repair/replacement of all damaged items and includes the following but is not limited to:
All missing keys/fobs/security access cards or facilities not returned at the end of your stay will be charged to your credit card/deducted from the bond.
All missing inventory – including any remotes (e gar conditioning and TV) – not returned at the end of your stay will be charged to your credit card/deducted from the bond.
All breakages or damages – including that incurred from an authorised pet reported at the end of your stay will be charged to your credit card/deducted from the bond. Pet damage includes scratches to floorboards, any furniture, any fittings, and urine on carpets throughout the property.
All excess cleaning and garbage removal– including steam cleaning of carpets/soft furnishings/lounges and soiled linen – reported at the end of your stay will be charged to your credit card/deducted from the bond. Cleaning of vomit / blood is considered a biohazard and requires a specialised clean - Additional charges will apply.
Smoking inside is considered damage and will incur an additional cleaning/fumigation fee on exit of $400 – reference condition 15.6
An unauthorised pet being brought into the premises is considered damage and will incur an additional cleaning/fumigation fee on exit of $400 which may include a flea treatment from professional pest company.
12.0 FUTURE RESERVATIONS AND REPEAT BOOKINGS
Repeat bookings are not automatic. Repeat bookings must be reserved/booked according to standard booking terms and conditions. Usual reservation arrangements will apply.
13.0 MINORS
No guest under the age of 21 will be permitted to occupy holiday properties unless accompanied by a parent or guardian. A bond of $2,000 may be required for group bookings.
14.0 SCHOOLIES AND PARTY BOOKINGS
neo will not accept any schoolies or party bookings whatsoever.
neo reserves the right to cancel a booking where information obtained suggests that the booking is not in the best interests of neo and/or the property owner.
15.0 PERMITTED USE/HOUSE RULES
The person affecting a booking shall be deemed to have accepted the booking conditions on behalf of all persons named in the booking.
The guest shall inform neo of any condition that may cause damage to the property.
The guest and the guest's invitees must respect and preserve the residential amenity of the property and maintain the security of the property.
All guests and guests’ visitors must acknowledge and follow all body corporate by-laws if applicable to the property.
RESIDENTIAL AREA
The Property is a residential premise and is to be used strictly for residential use only. Our rates and policies do not permit mass gatherings and parties at the premises – all properties are located within residential areas of the Gold Coast. Please remember while you are on holidays, neighbours live here every day, and we ask that everyone please respect their homes.
Parties/gatherings/functions are strictly prohibited in the residential premises including any outside gardens/roof tops/outside areas. The number of approved occupants is as per approved booking and guest registration. neo reserves the right to terminate the reservation for the property, remove guest/s if required from the property and charge, if necessary, the $3000 unauthorised cleaning charge as stated above payment term number 6.
Guests are required to keep noise to an acceptable level as all properties and respect the Gold Coast City Council guidelines that excessive noise can cause nuisance to neighbours and interfere with their sleep, daily activities and if excessive enough effect their health. Gold Coast City Council references a 10pm noise curfew timeframe. Noise complaints are reported immediately to Queensland Police Service and other authorities.
If you use the property for a function, a party or other like gathering other than as a residential dwelling for residential purposes: -
- Your reservation of the property will be terminated with no refund of monies paid.
- If Security or any other regulatory authority is called to the property a fee of $250 will be taken from your bond. Any reported noise during daytime hours will lead to a first & final warning & $500 will be taken from your bond for each visit from our staff, security, or police.
- The guest(s) and other occupants of the Property will be removed from it.
- Security bond will be forfeited.
15.1 Anti-Social Behaviour
This will not be tolerated and will be logged on file and referred to local authorities if necessary. lf anti-social behaviour becomes a safety risk to any party associated with neo the matter will be referred to the Queensland Administrative Tribunal for further action. neo reserves the right to cancel the booking immediately, cease the security deposit and no refund will be provided.
15.2 Number Of Occupants
Each property is booked with an agreed number of persons and additional occupants is not permitted referencing Qld Health regulations beds ratio to people accommodated. No additional camp beds, tents, mattresses, portable sleeping facilities or caravans are permitted. If additional personnel reside at the property neo reserves the right to terminate the booking immediately, charge $50 per extra person per night for each extra person and no refund will be offered.
15.3 Extra Person Charges & Extra Bedding
Additional charges will apply if extra beds or linen (including roll ways or sofa beds) are required. Extra bedding is only provided if listed on your confirmation.
15.4 Shoes Off Inside Please
All guests are requested to have shoes off during their stay internally – neo has a shoe off rule please.
15.5 Parking
Parking is permitted within the garage and included – unless specified – as part of the booking. The guest agrees not to park any vehicles inc their car/s or allow visitor’s cars on the lawns or gardens of the property- including the front nature strip/ grass area. The guest agrees not to park any vehicles/cars that leak oil on the property - the cost of removing oil leaks will be at the guest’s expense.
15.6 Smoking
Qld Government regulations do not allow any smoking in or on the premises. By accepting this booking, you agree that there is no smoking on the premises, and you agree that you will not allow any other person to, use or smoke tobacco or other smoke producing substance within any dwelling on the premises. Butts are not to be placed in any gardens or flowerbeds. For the purposes of this special term a dwelling contained on the Premises shall include any enclosed area, room or structure attached to the dwelling, including but not limited to any garage, sunroom, or enclosed veranda. A dwelling shall include any structure on the Premises designed to be used as a residence for human habitation. Consideration is requested regarding neighbours – guests are requested to smoke away from washing lines / fences and neighbours please if smoking outside the boundaries of the property. Smoking inside is considered damage and will incur an additional cleaning/fumigation fee on exit of $400.
15.7 Building Smoke Alarms
Please be advised that if you are responsible for setting off the smoke alarm/s within a property or building complex either in corridors, lobbies, foyers or common areas and the fire brigade has responded to this emergency alarm, you will incur a charge for this call out. The QFES charges for attendance at unwanted alarms to encourage building owners or occupiers to be continually proactive in managing fire alarm systems. They are empowered to do so under the Fire and Emergency Services Act 1990 Part 11 Charges for services.
15.8 Waterfront Properties & Pools
It is the responsibility of the guests to ensure all visitors to the property are supervised around water and in the pool area. Neo and the owner of the property take no responsibility for their actions or consequences whilst they are at the property. Any jetty or swimming pool gate/s must be always kept closed and secure. The guest agrees not to remove the CPR signage from the property.
15.9 Animals & Pets
No unauthorised animal, bird or pet is to be brought into the premises.
If pets are approved this will be in writing as approved by the owner of the property.
IF pets are approved as part of the booking it is understood that a pest treatment/fumigation cost will be on charged to the booking. Pet damage includes scratches to floorboards, any furniture any fittings and urine on carpets throughout the property.
No animal or birds are allowed to be brought to or kept on the property. Any cleaning or pest treatment costs incurred because of an animal or bird being brought to or kept on the property will be charged to the guests including any accommodation nights needed to rectify. An unauthorised pet being brought into the premises is considered damage and will incur an additional cleaning/fumigation fee on exit of $400 which may include a flea treatment from professional pest company.
PET FRIENDLY PROPERTIES -Allow one dog only. Any other pets are upon request only and needs to be approved and accepted by the owner.
For pet friendly properties, dogs and other animals are not allowed inside the living areas of the property, on furniture or beds. Pets are not permitted to be left unattended at the property at any time including on balconies or any outside areas. All animal faeces must be disposed of, or cleaning charges will apply.
16.0 ACCEPTANCE OF BOOKING
neo reserves the right to decline any booking that we feel is not for the purposes of short-term holiday purposes. In addition, a booking will be immediately terminated if neo becomes aware of any breaches at other properties that the guest has resided at or if any complaints are received from neighbours in relation to the guest.
17.0 CANCELLATIOIN POLICY – Excluding On-line Travel Agents Reservations
Refer to the above Payment Terms and Booking Conditions re cancellation and refunds.
All peak season bookings are non-refundable if cancelled within 60 days of the arrival date.
More than 60days prior to arrival a full refund will be given minus the booking fee, cancellation fee, credit card fees and any third-party fees.
Less than 60 days prior to arrival the deposit paid will not be refunded.
Less than 30 days the full tariff will not be refunded.
If you chose to vacate the property earlier than the booking check out time no refund for unused time will be refunded.
Bookings cancelled due to COVID – including flight restrictions or border closures, fall under the above cancellation policy.
Cancellations Policy for bookings via an online travel agent - Please refer to your booking confirmation from the online travel agent for the cancellation policy or contact their customer support.
18.0 OWNER CANCELLATION
If neo must cancel your booking due to the property being sold or removed from our management by the owner a full refund is applicable.
19.0 CHANGING AND POSTPONING DATES
Changing dates are permitted no more than 30 days prior to the arrival date and on the following conditions:
The new booking dates must be within the same tariff date range namely that the new dates fall within the same tariff season (i.e. school holiday bookings must be transferred to a new booking which falls during school holiday dates).
If any rates/charges (e.g. cleaning rates) have increased since the original booking when the transfer of dates is made, the new total booking charge applies
Changing dates can only occur once – more than one change constitutes a cancellation, and the cancellation policy applies.
All requests made are at the discretion of the owner/s and their decision is final. Decisions are made on many factors such time of year, booking agent fees, notice given, chances of property being re-booked.
Any agreed changes must be in writing and administration charges will apply.
An amendment fee of $55 applies.
20.0 KEYS
Additional keys or fobs can be organised with 48 hours’ notice prior to arrival date and will incur a charge of $150
All missing keys/fobs/security access cards or facilities not returned at the end of your stay will be charged to your credit card/deducted from the bond.
21.0 LOCK OUT
Within business hours:
Monday to Friday 8.30am to 5pm Contact the office for access.
Saturday Contact the office for access.
21.1 Outside/Emergency Hours
Contact the emergency mobile number for access. neo notes that there is no guarantee that a staff member will be available to assist and note that a call out fee of $100 may apply. Alternatively at your own cost a locksmith can be contacted – neo use and recommend SPL on 07 5588 8111
22.0 LONGER STAY BOOKINGS
Longer stay bookings can be offered and will be covered with a lease agreement under the Residential Tenancies and Rooming Accommodation Act 2008 (QLD). Please contact our offices direct to request further information regarding application process, collection of personal and private information and all respective terms and conditions under this arrangement.
23.0 USE OF ELECTRICAL APPLIANCES
This condition apples to the use of electrical appliances as provide as part of the property and any electrical device/appliance that the guest brings with them and uses within the property.
The guest agrees to use all appliances, electrical or otherwise in accordance with manufacturer’s instructions or specifications. If a repair is necessary – of any appliance as provided as part of the property - due to the misuse, negligent use or neglect of any appliance in the premises the guest will be charged for the repair.
23.1 No Fault Callouts & Damage Caused By The Traveller
If no fault found or the fault is found to have been caused by the traveller, authorised guest/s or their guests or the guest’s and or guest’s own property.
That they are responsible for all cost incurred during the booking where there is no fault found or the fault is found to have been caused by the guest/s, authorised guest/s or their guests or the guest/s and or guest/s own property.
They will be responsible for payment of the fees charged by tradespeople engaged by and or done by our repairs and maintenance division.
23.2 Repairs & Maintenance
lf the maintenance is life threatening please ensure to call the local emergency services, SES (132 500), Police (000), Ambulance (000) or Fire Station (000)
neo reserves the right for their representative/s or tradespeople to enter the property at any reasonable time to carry out inspections, repairs, or maintenance work or for any other purpose as deemed necessary. At all times neo will attempt to give reasonable notice of entry, however there may be occasions where this is not possible.
To ensure efficiency and accurate reporting we only acknowledge maintenance request received in writing either via the messaging facility of the booking system or via email to admin@neoproperty.com.au
After Hours Emergency contact number is 0426 771 200, please leave a text message if no answer and include information on the emergency.
23.3 Electrical & Plumbing Repair Policy
The following applies for all appliances throughout the property.
neo maintenance division is made up of multiple licensed contractors that can attend to and repair appliances throughout the property. During business hours and wherever possible repairs will be scheduled within 24-48 hours. Please note that if the repair requires parts and/or is a major repair or replacement, we are required to first have this approved by the property owner, body corporate, and/or insurance company and this may take longer than a standard repair.
Outside of business hours, public holidays sand especially between Christmas and New Eve restricted contractor services are available on the Gold Coast with some part providers being closed. neo will look at all options available for the repair or replacement but if none is available neo is unable to offer any compensation unless authorised by the owner of the property. The decision made by the owner of the property will be final.
In the event that compensation is offered the following compensation policy applies taking into account the individual property owner and advice or recommendations as received from the Office Of Fair trading Queensland.
If the owner of the property approves compensation it is on the following terms:
Items covered are Fridged/Fridge Freezer, Air Conditioning and Washing Machine
The traveller must request compensation in writing for the respective item not functioning during the stay providing detailed information of fault.
Access must be provided for an approved licensed contractor to determine the fault and provide quote for the repair during the stay. Neo personnel can provide access if required.
Compensation will be calculated on the number of days the item was not in full working order, when the repair or replacement was provided, the time of year, and the daily rate of the booking.
The maximum amount of compensation offered will be 10% of nightly rate for Air conditioning whilst air conditioning is faulty, 5% of nightly rate for Washing Machine or Fridge whilst they are not working.
Compensation claims will be replied to as soon as is practical and in all instances will be communicated in writing. Expected turn around for all claims will 3 to 5 business days.
Claims will only be made as approved by the property owner. The decision made by the owner of the property will be final.
24.0 HOLIDAY RENTALS FOR SALE
If a property is for sale, we will declare this at the time of the booking When a booking is made, the deposit is accepted for the owner at that time. If the property is for sale and the ownership changes before your holiday, we cannot guarantee that the property will remain available. We will endeavour to provide as much notice as possible to you if this does occur prior to your stay.
If your rental property is listed for sale while you are in residence, no inspections will be made without prior notice and will be carried out only if necessary and always in the company of an employee of neo.
25.0 DEBT COLLECTION POLICY
If there are debts arising from your booking/stay/accommodation because of non-payment through the credit card or fraudulent transactions, all and every debt will be passed onto an active debt collection agency. This will include but is not limited to the following:
Fraudulent payment of accommodation
Non-payment of accommodation
Credit card charge backs
Any fines incurred including body corporate, function, and parking fines.
Any reported damages
Any missing items
Any additional cleaning charges.
All associated with chasing the debt, including the debt collection fees and court costs will be added to the debt.
26.0 SITUATIONS THAT MAY AFFECT YOUR RESERVATION
All properties managed by neo are privately owned properties and as such we recognise that at times there are unforeseen circumstances/situations that may affect a booking. The owner and neo are not responsible if the property is not available and no compensation can be offered due to but not limited to the following:
Property not available due to inclement weather conditions or other acts of God, war or threat of war, civil disturbances, strikes or airport closure or any technical issues with transport.
Property is affected by construction noise including major infrastructure matters such as the expansion of Gold Coast Tram Service
Property is affected by major sporting events such as Gold Coast 500, Air Shows, Cooly Rocks On, Music Festivals, Film Festivals, and Aussie Surf Lifesaving Titles
If property is within a body corporate facility, there may be occasions where body corporates will remove common use facilities without notification.
Property becomes damaged or uninhabitable.
Property becomes a mortgage in possession.
If the property is sold or the property is removed from the neo short term management pool
27.0 PRIVACY STATEMENT
We collect and use your personal information prior to your holiday booking with neo. As part of the process, we may also use the information to contact you via telephone or email with respect to security bond collection, this property, and others. By providing this information you agree to this unless you advise us differently.
Our privacy policy can be viewed in full here:
https://neoproperty.com.au/privacy-policy/
28.0 MAPS & IMAGES
Maps and any images provided to promote the property are shown as general information and may not reflect the most current surroundings and accurate location. Marketing images featured may be provide by third party authorities such as Gold Coast City Council and tourism authorities, including Tourism Queensland.
29.0 GOVERNING LAW
The law of Queensland governs your use and occupation of the property during your reservation. You agree to submit to the exclusive jurisdiction of the courts of Queensland.
Please note that all travel documents and observance of laws and regulations of various Governments are your responsibility.
30.0 NOT INCLUDED IN PRICE OF HOLIDAY
Airport taxes, transport or any personal consumables are not included in the rates, please visit the website for more information.
31.0 DAMAGE PROTECTION (OPTIONAL)
Talk to neo about the option of paying a non-refundable $150 damage protection fee that protects you from being charged for accidental damage that may occur during your occupancy. You remain responsible for any damage, repair or replacement expenses exceeding the amount of the cover of the damage protection fee. Cover is up to the value of $1000 and subject to confirmation with property owner and insurance verification.
Terms and conditions will apply.
32.0 DISCLAIMER & RESPONSIBILITY
All properties provided for short term holiday accommodation are advertised and displayed as accurately as possible for the guest by neo. We accept no responsibility for incorrect rates, description errors or omissions. neo makes no comment on and gives no warranty as to the accuracy of the information and guests must rely on their own enquiries and should satisfy themselves as to the truth or accuracy of all information given by their own inspections, searches, inquiries, advice or as is otherwise necessary. No duty of care is assumed by neo toward the recipient about the use of this information and all information given is given without responsibility. Every effort is made to ensure that information displayed on our website www.neoproperty.com.au is correct. Information and rates on websites are subject to change without notice.
If any feature/facility is essential for the guest in choosing a particular property, it is advisable that the guest checks this with their travel consultant at the time of booking. neo cannot be held liable for omissions or errors, whether temporary or permanent of a property's facilities and services.
neo shall not be liable for the wilful or negligent acts and/or omissions of such carriers and/or service providers. Neo will not be liable for any accident, injury, delay, property damage, or personal loss to you or those traveling with you in connection with any accommodation, transportation, or other travel services resulting directly or indirectly from any occurrences or conditions beyond its control, including but not limited to acts of terrorism, the act of God, defects in vehicles, war, strikes, theft, delay, cancellation, civil disorder, disaster, Government regulations or changes in itinerary or schedule.
neo both for itself and on behalf of its contractors/employees or agents do not accept any responsibility for any act, omission, default, or neglect of themselves, their contractors/employees, or agents for injury, damage, or loss to persons or goods whatsoever or however the same may be caused and they do not warrant and are in no way responsible for the accuracy of any information given in statement made by their service providers in terms of travel arrangements. By utilizing the travel services provided by neo, you agree to the above information provided.
33.0 SIGNATURES
Main Contact
Full name:
Mobile:
Email:
DL Number:
Sign:
Date:
Agent / Owner
Full Name: Rescom Support Pty Ltd atf Rescom Trust T/A Gold Coast Prestige Holiday Rentals and Neo Property (Qld)
Mobile: 0426 771 200
Email: admin@neoproperty.com.au
Sign:
Date: