Key Collection
We welcome you to collect the keys on the day of your ‘check in’ from our office after 2 pm and we will be delighted to meet you. The office address is 4/155 Avoca St RANDWICK. Some additional details as to how to find us will be provided closer to your stay.
What if I arrive after or before office hours or on the weekend and public holidays?
Don’t worry if you are arriving outside of normal office hours as we will arrange for the keys to be available in a secure coded letter box on the outside of our office which means you are able to arrive at any time of the day or night.
Can I collect keys earlier than 2pm?
On some occasions it is possible to collect the keys earlier than 2 pm, however, you will still not be able to have access to the property until our official check in time of 2pm, unless you have previously arranged for an early check in. Many of our properties will have guests vacating on the same day. In these cases the property requires a full service, checks and a clean to ensure it is sparkling for your arrival. If you would like to collect the keys earlier than 2pm please make a special request 7 days prior.
Can I appoint someone else to collect keys?
Certainly, you are welcome to appoint someone else to collect the keys on your behalf if it is more convenient for you.
Will you deliver keys to me?
Certainly, we will do our best to arrange key delivery upon special request 7 days prior.
The following fees will apply:
After 9 am and prior to 5 pm $55.00
After 5 pm and before 9 am $88.00
Weekend and public holiday (excluding xmas day) $110.00
How many key sets will I get?
2 sets of keys will be made available for your stay.
Please take a care of these as they are expensive to replace.
What if I lose my keys?
If you lose the keys, please make your way to the office to pick up another set of keys. Please return them to our office on the same day in order for us to attend to any emergencies. We will endeavour to have a new set of keys cut for your use as soon as possible. Please note a charge will apply if keys are lost and need to be re cut.
Will you deliver the keys if I lose them?
Certainly we will make every effort to deliver the keys if possible and the following fees would apply.
After 9am and prior to 5pm $55.00
After 5pm and before 9am $88.00
Weekend and public holiday (excluding Christmas day) $110.00
What time is check out?
11 am is the normal check out time and our cleaners are booked for the same time to set up for the next guest’s arrival, as many come in on the same day.
Can I have a late check-out?
Yes, on occasions it is possible for a late check-out, if no other guest is arriving on the same day although sometimes this will not be possible as we will have another guest arriving at 2 pm and we will need to clean and refresh linen and do our appropriate checks.
What time would late checkout be?
We will need to confirm this however where possible we would extend a complementary late check out to 2pm.
Can I stay later than 2 pm if I have a late flight?
On occasions we can arrange an extension pending the next guest stay and this will attract a fee of 20 per cent of the nightly rate or alternatively, to ensure your stay is guaranteed, we would recommend another day stay to ensure you’re not inconvenienced. Please note all extensions are dependent on the owner of the property’s decision.
Are our apartments serviced?
Our apartments are not serviced, however on request, we can arrange to have your apartment cleaned during your stay. This will include full clean, linen and towel change and stock replenishment. Please contact us to arrange. Charges will apply.
Do we provide internet access?
Yes! We provide complimentary Wi-Fi in all of our apartments, either via a router or a WiFi pocket.
What is our cancellation policy?
Part cancellation of a booking will not be accepted.
The Landlord may cancel at any time up to 1 month prior to the letting, in which case the Tenant will receive a full refund. Your Home Away From Home will endeavor to find equivalent accommodation.
Should the Tenant cancel up to 3 months before the letting, the Tenant will be entitled to a full refund of all monies paid less booking fee ($110).
Within 3 months, deposits on cancelled bookings are only refundable when the Premises are re-let for the whole term of the cancellation at the full rent.
What are our terms and conditions?
Click on the link at the bottom of this page to see our terms and conditions.
What are our payment options?
We accept payments via Direct Deposit or Credit Card. Credit Card payments will attract a fee of 2.2% (Visa and MasterCard) and 3% (Amex). These rates may change from time to time.
50% of the total of booking charges are payable at the time of booking, the 50% balance is required minimum 10 business days prior to check-in. If the booking is within a 30 day period, 100% of the charges is due at the time of booking.
A Security Deposit of $200 (some properties will be higher) – from which any excess cleaning charges/damages, telephone calls from the property phone or any payment shortfalls will be deducted (the balance will be refunded 4-6 weeks after vacating the property). This will be charged & refunded to the credit card.
Please note: As soon as the booking is received & confirmed you will receive an invoice.
What is included in our apartments?
Our apartments are absolutely fully furnished. They include quality linen and toweling, TV, and full or partial kitchen.
What to do with luggage before check-in and after check-out?
As we do not have a physical reception, we are not able to store luggage for you prior to your check-in time or after you check-out. Accordingly, you need to make separate arrangements in relation to this.