Henley Holidays Terms & Conditions as at May 2024

Booking conditions:

Direct Booking Payment Policy

  • All bookings incur a one off, non-refundable booking fee of $100. This booking fee is payable at the time of booking via credit card.*
  • Remaining balance will be charged 60 days prior to arrival date, using the credit card provided at the time of booking.
  • All credit card transactions incur a 1.9% merchant surcharge and these fees are non refundable.
  • If a guest wishes to pay the remaining balance by any other means, other than the card provided at the time of booking, the guest must contact Henley Holidays prior to any payment due date. In the event of double payment with credit card and bank transfer, the bank transfer will be refunded and the credit card payment will remain in place.
  • If booking within 60 days prior to arrival, the full amount is payable at time of booking.

 *For any bookings that are 21 nights or longer, please see special booking conditions “Long stay policy” below.

General Booking Conditions:

  • If booking is placed through a third-party booking channel, eg: AirBNB, Booking.com, Vrbo/Stayz/Expedia etc, the third-party terms and conditions at the time of booking shall prevail.
  • Bookings are only confirmed once the full payment has been received. Henley Holidays reserves the right to cancel the reservation if the final payment has not been received by the due date.
  • The owner will make every effort to ensure the property is available as booked. However, the owner reserves the right to make alterations to bookings due to unforeseen circumstances. Henley Holidays will make every effort to find alternative accommodation in this case.
  • Prior to check-in, the following is required:
    • Standard bookings: A security deposit will be processed by Henley Holidays. This will be a pre-authorisation on the supplied card.
    • Long Stay bookings: The guest will deposit a $1000 security deposit into the Henley Holidays trust account.
    • All guests must fill out the secure online registration form and provide a photo of ID and credit card for identity verification.
    • Card pre-authorisations will be taken from the credit card on file, provided at the time of booking. Guests must contact the office if they wish to update card details before the day of check-in.

* For any bookings that are 21 nights or longer, please see special booking conditions “Long stay policy” below.

Cancellation policy:

Cancellations can only be made in writing to holidays@henleyproperty.com.au and can only be made by the person who placed the booking. The cancellation must include your bank account details as all payments are being held in a Statutory Trust Account and it is a legal requirement that refunds can only be made via EFT, if a refund is applicable.

  • Cancellations outside of 60 days prior to arrival will incur a loss of the non-refundable booking fee of $100 and credit card transaction fee.*
  • Cancellations 60 days or less prior to arrival will incur a 100% cancellation fee.
  • Booking amendments between properties are considered cancellations as the properties are all individually owned.
  • Date changes are considered as cancellations.

 *For any bookings that are 21 nights or longer, please see special booking conditions “Long stay policy” below.

Long stay policy:

For any guest bookings that are 21 nights or longer, the following terms supersede the standard terms and conditions:

  • A 10% deposit at time of booking is required to secure the reservation, this amount is non refundable regardless of cancellation dates.
  • Remaining balance is due 60 days before arrival date.
  • A Security Bond of $1000 is required prior to check in and will be held for the duration of stay.
  • The bond payment must be made at least 7 business days before arrival, payment details will be sent 14 days prior to arrival.
  • The security bond must be received via direct deposit and cleared in the Henley Holidays trust account prior to providing check in details on the day of arrival.
  • The full security bond amount will be returned if no damage or excess clean is required. In the event of excess cleans or damage, funds from the bond will be used to cover expenses.

General Terms & Conditions:

  1. The premises are rented by you for holiday purposes for the period stated on your payment receipt. Properties cannot be sublet unless written permission is provided by Henley Holidays.
  2. Keys: All keys must be returned to their original pickup location. Lost keys will result in a minimum charge of $50. Replacement keys, including specialty security keys, will be charged to the guest for the full amount for parts, labour and associated costs. In the event of a guest lockout due to lost keys or keys locked in a property, Henley Holidays will charge up to $100 for the callout outside of office hours, depending on property location.
  3. Arrival – Check in time is from 4:00pm on day of arrival. Check in details will be provided by text message to the mobile number provided on the booking by 4:00pm.
  4. Departure – the property should be left as provided at the start of the stay. Checkout time is 10:00am to allow time to prepare property for next guests. Late departure fees will apply and are charged by 3rd party cleaning contractors. Henley Holidays will charge guests these costs where cleaning is delayed due to late departure.
  5. Upon departure guests must remove all rubbish, dishes will be clean and put away or in the dishwasher and turned on.  Excess clean charges will apply for rubbish or dirty dishes.
  6. The number of guests should not exceed the number stated on the Confirmation Notice or the number subsequently agreed in writing or email. Fees will apply for additional guests not agreed to with the owner in advance.
  7. Parties and functions are strictly prohibited. The price charged is for domestic use only and not commercial.
  8. Damage, breakages, theft and loss are the guest's responsibility during their stay and must be reported to Henley Holidays staff upon check-out. Any unreported damages, breakages or theft discovered upon check out will have charges associated therein applied against the security bond held for this booking.
  9. Disturbance to our neighbours, including excessive noise, is prohibited and may result in termination of rental and loss of the security deposit.
  10. All linen is included.
  11. All properties are strictly NON Smoking and non adherence may result in loss of security deposit.
  12. Unless otherwise specified, pets are not allowed in any of our properties. Breach of this condition will incur a carpet cleaning fee and any additional charges relating to excess cleaning and damage to any part of the property.
  13. The owner and management take no responsibility for the guest's personal property.
  14. Owners have the right to cancel any booking should they wish to utilize their property at the same time. Henley Holidays will make every effort to relocate the booking to a comparable property or offer a refund.
  15. A security bond is required before arrival. The security deposit will be refunded within 21 days of departure subject to the conditions being met. It is designed to cover any additional costs incurred including but not limited to any breakage, damage or excess cleaning requirements, extra guests beyond those declared and excess rubbish removal. Please note that the time it takes for the funds to be accessible in your account depend on the individual bank and their policy.
  16. Code Of Conduct: As of 18th December 2020 you, as a guest, must meet the behaviour obligations of the NSW Fair Trading Code of Conduct. Please click HERE
     for details.
  17. BLACKLIST: The ‘Blacklist register is a database of guests who have breached the Terms & Conditions of the booking, damaged property or indulged in inappropriate behaviour. Henley Holidays participates in the ‘Blacklist’ By accepting this booking, you agree that if your details are placed on ‘Blacklist’ for any reason, Henley Holidays can disclose this information to other accommodation providers that participate in ‘Blacklist’

Variations to these conditions may only be made by prior arrangement with the guest in writing.