Frequently Asked Questions

We understand that planning a vacation can be exciting, yet daunting at the same time, and we want to make sure that all of your questions and concerns are addressed before you make a booking.

We’ve compiled a list of the most commonly asked questions from our guests, along with detailed answers to help you make an informed decision about your stay with us. Whether you’re looking for information about our rental properties, the booking process, or the local area, we’re here to help.

So, take a look around and let us know if you have any further questions – we’re always happy to assist you!

FAQ

Absolutely! Our booking calendars and prices are meticulously maintained to ensure their accuracy.

If you are able to select and book your preferred dates when utilizing our booking system, rest assured that the house is indeed available for those dates and the calculated price displayed prior to submitting your request is the correct and up-to-date amount.

Check-in time is from 15:00 onwards, and check-out time at 10:00 unless our office has agreed in writing to a different arrangement.

Please note that we are unable to guarantee early check-ins or late check-outs at the time of booking, as these options are subject to availability.

Yes, you will be sent a notification with a payment link via our guest portal within 2 days of arrival for an early check in and within 1 day of departure for a late check out. We are unable to provide early check-ins or late check-outs at the time of booking as it’s subject to availability.

We understand, many of our guests would like to check in early or check out late from their accommodation, but we kindly ask to consider that as the managing agent of many properties, we have a lot of logistics behind the scenes to coordinate staff outside of our default times. We want to ensure that we provide a seamless experience for all our guests, and unfortunately, we simply cannot accommodate all early check-ins or late checkouts.

The safety of our guests is our top priority and when guests arrive or depart outside of our standard check-in and check-out times with staff still onsite, it can create potential hazards on the premises, such as wet floors, equipment and cables lying around, or hazardous chemicals that may be in use. Whilst we have public liability insurance, it does not cover incidents caused by negligence.

To ensure the safety of everyone involved, we schedule our staff and subcontractors around our default times to make sure the property is not only ready but also safe for our guests. We take pride in providing high-quality service to all our guests, and accommodating early check-ins or late checkouts requires extra work and resources that come at an additional cost; if we must decline your request, the funds paid will be refunded immediately.

Our check-in process is designed to be contactless, ensuring convenience and safety.

On your arrival date, you will receive an email containing all the necessary access codes. For a standard check-in time starting from 15:00, the access details email is typically sent between 13:30 and 14:30. If you have requested an early check-in from 12:30, the email will be sent between 11:00 and 12:00.

Furthermore, once you receive the access codes, they will also be unlocked in your personal guest area and remain available for the duration of your booking period.

We would like to assure you that we respect the privacy of all our guests and are committed to ensure the highest level of security and privacy for their data; our software has achieved the ISO 27001 & 27701 certifications assuring that sensitive information is protected.

In addition, the Office of Australian Information Commissioner (OAIC). has also been satisfied we are committed to complying with all obligations under the Privacy Act and has listed us on their website; for more information regarding our Privacy Policy, please refer to our our website.

All CPM houses provide tea towels for the kitchens, beds made up with linen, hand towels, bathmats, and face washers for the bathrooms and one bath towel per guest. Additional bath towels, pool/beach towels, Guest Packs (dental kit, eye mask, shower cap, vanity kit, and body lotion) are available with other upsells such as travel cots, highchairs, bed rails and wood fire starter packs from the guest area, which guests will gain access to after completion of the guest registration process.

Our homes supply the following supplies & guest amenities:

Condiments:
Coffee, tea, creamer, sugar, sweetener and biscuits.

Other essential items:
Dishwashing tablets, sponge & wipe, paper towels, cling wrap, aluminium foil, baking paper, bin liners, and tea towels.

Additionally, non-disposable amenities in refill containers we kindly ask to not take home or throw out:
Hand soap, shampoo, conditioner, shower gel, dishwashing liquid, surface spray, hand sanitizer, washing powder as well as salt & pepper and olive oil.

Most of our properties provide a coffee machine and you can find the brand in your personal Guest Portal posted under “Supplies and Guest Amenities”.

All supplies & guest amenities are starter packs, usually sufficient for a weekend; if you are planning to stay longer, please BYO.

Only the number of guests agreed upon on the Guest Registration Form are permitted. Additional guests are not allowed unless they have been approved in writing by our office prior to your arrival.

We kindly ask that you refrain from inviting additional people other than agreed to on the Guest Registration Form to visit or stay unless you have applied for and received written approval from our office prior to your arrival.

In the event of a valid complaint or concern being raised, our security service will promptly address the issue. We kindly remind you that failure to comply with our policies may result in the forfeiture of your bond, or portions thereof, and you may be required to vacate the premises without delay. Additionally, such incidents may be reported to the NSW Exclusion Register.

Furthermore, please be aware that if the security company is called out for a second time, the entire bond will be forfeited, and you will be directed to vacate the premises immediately. This will also result in a report being filed with the NSW Exclusion Register.

We are delighted to accommodate pets at our designated pet-friendly properties. A maximum of two pets are allowed per property, and a pet fee of $59 per pet per stay applies.

Please note that approval for bringing pets is assessed on a case-by-case basis, taking into consideration the specific pet clause outlined in our agency’s booking terms and conditions. We appreciate your understanding and cooperation in adhering to these guidelines.

We kindly request that pets remain outdoors unless you have obtained prior written approval granting permission for your pet to be inside the premises. Your cooperation in adhering to this guideline is greatly appreciated.

The refundable Security Deposit (Bond) is required in form of a pre-authorisation two days prior to check in and may vary depending on the property, age range/number of guests or booking period.

The pre-authorisation puts a temporary hold on some of your funds for the duration of your stay. You cannot withdraw the money from an ATM or spend the money elsewhere while the hold is in place. However, no money is debited when a card pre-authorisation takes place, the funds only show as “pending” on your statement.

The withheld funds are used to cover any damage, excess cleaning, missing items, or excess utilities caused by the guest as well as breache/s of any rules regarding residential amenity & good neighbourly behaviour as STRA Code of Conduct, number of guests and/or additional visitors allowed.

If no bond issues occur, the pre-authorisation will be cancelled within seven (7) business days after departure. Please note that depending on the banks, it may take longer for the pending transaction to completely disappear from your bank statement. Unfortunately, pre-authorisations can’t be released on the day of departure and can’t be returned in cash. Our office staff will always do their best to deal with this matter as quickly as possible.

Return of the bond is based on the CPM Booking Terms & Conditions and the inspection of the property after your stay. If a claim is made, we’ll send you a courtesy email notification and deduct the claim amount plus a processing fee of $89 from the initial bond. If the claim isn’t the fault of the registered credit card holder, it’s their responsibility to retrieve funds from other parties involved. We’ll only charge the credit card in accordance with our terms and conditions and any applicable Australian laws, and all charges will be subject to a 3.3% booking fee.

We understand that accidents can happen. It is in everyone’s interest to resolve these issues as soon as possible and we really appreciate your cooperation.

An easy way to report any damages is by submitting the “Maintenance Request & Damage Report” on our website.

If you require assistance, please don’t hesitate to contact our office. We are here to help.

Kindly note that a call-out fee of $100.00 will apply in the event that a staff member is required to provide spare keys. Please be aware that after-hours or public holiday charges may also apply during those specific times.

We appreciate your understanding and look forward to assisting you promptly.

Yes, you will find clear displays within our properties that outline the guidelines for pool and spa usage.

Please note that the number of guests allowed in the pool or spa may vary between different CPM properties. Additionally, the operating hours of the pool and spa facilities may also differ.

We recommend referring to the provided information within each specific property to ensure a delightful and enjoyable experience.

An inclusive cleaning/tidying fee is part of the overall tariff. However, in cases where additional cleaning and tidying beyond the standard requirements set by CPM is necessary, guests will incur charges at cost.

For properties that accommodate pets, please ensure the removal and cleaning of all dog faeces, bones, and waste.

An additional $150 fee will be applied for the cleaning of unclean BBQs or ovens. Guests are equipped with tools and cleaning agents to ensure proper cleaning, thereby avoiding this charge. Failure to clean the BBQ or oven to a satisfactory level will result in the corresponding amount being charged to the credit card.

All waste must be disposed of in the designated bins, and any excess rubbish that cannot fit in the provided bins must be taken with you upon departure. Failure to comply with this requirement will result in a tipping fee being imposed if excessive rubbish is left behind or if the garbage is not disposed of correctly.

We kindly request that you return the spare key (if applicable) to the designated hook next to the “Check List for Check Out,” which you can find upon your arrival. Additionally, please remember to return the single key from the key safe back into the key safe.

To ensure the security of the property, we kindly ask that you make sure all appliances are turned off, and all windows and doors are securely locked before your departure. Your assistance in maintaining a safe and secure environment is greatly appreciated.

In the event that personal belongings are inadvertently left behind, we will make every effort to notify you promptly. Please be aware that a nominal fee of $25 may be charged to cover the cost of collecting and storing the lost property. If you wish to have the items mailed to you, please note that shipping expenses will be at your own expense, and a service charge of $55 will apply.

Alternatively, you have the option to conveniently retrieve your left-behind items within 14 days from your departure, without incurring any additional charges.

Please be advised that if the unclaimed items remain uncollected after the 14-day period, we will either donate them to a charitable organization or dispose of them responsibly.

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