Making a booking

• Bookings can be made by contacting Cooks Hill Chalets by either phone or email.

• A deposit of 50% of the total fee is required within 48 hours to confirm a booking, otherwise the booking will be forfeited. Preferred payment options include either Visa or Mastercard. International, Corporate, Commercial, CUP and Platinum cards will attract a 2% merchant fee.

• Payment of the deposit indicates acceptance of these Terms & Conditions.

• Credit Card details will be held for security purposes.

• The balance is payable 2 weeks prior to the arrival date.

 

Cancellations

• The deposit may be transferred to another date if available. If not transferred, the following cancellation fees apply:

• More than 60 days prior to arrival - full refund less a $120 administration fee.

• 14-60 days prior to arrival - 50% deposit non-refundable unless the suite is fully re-booked.

• Less than 14 days prior to arrival - 100% of the total fee is payable, unless the Chalet is re-let for the full period.

 

• Cooks Hill Chalets will make every attempt to re-let the property in the event of a cancellation less than 14 days prior to arrival. Should the property be re-let, the full payment will be refunded less an administration fee of $120. Please note that any refund processed will also be minus credit card charges, on-line booking fees and reduced tariff.

 

Important points

• Off-street parking is available for 1 car. Unlimited on-street parking is available with the use of a visitor-parking permit. Loss or non-return of the permit will result in an $80 fee being charged to the credit card provided for payment (or left for security).

• This is a strictly non-smoking property. Smoking and the use of candles are strictly forbidden. Use of candles either indoors or outdoors will result in a request to leave the property without a refund.

• Payment of the total fee entitles guests to occupy the property for the number of days specified when the booking was made, but does not imply possession of the property.

• The number of guests must not exceed the number specified in the original booking. In the event that additional guests are found to be staying at the property, the management reserves the right to charge an additional fee in accordance with our usual rates. The management also reserves the right to terminate the booking without refund.

• The property is in a residential area. As such, guests are requested to behave in a manner that is in accordance with the behaviour expected in a residential area, minimising any disruption to the surrounding neighbours. The management reserves the right to remove guests who behave in a manner that is distressing to neighbours. In such cases, no refund is payable, nor is it the management's responsibility to find or fund alternative accommodation, or be responsible for any associated costs.

• Illegal activities on the premises are forbidden.

• Teenagers are not permitted to stay without a guardian

• Guests are requested to leave the property in the state in which they found it on arrival. Please report all breakages or losses to the management of Cooks Hill Chalets. Reimbursement for minor accidental damage (e.g. broken wine glass) is not required. However, the total cost of making good any other damage or loss to the property, garden or contents will be charged for using the credit card provided for security. Please note this includes the removal of consumable items from the property, which are provided for guest use whilst in-house and are not intended as individual use presentations (examples include laundry powder, dishwashing liquid, spices, tea, coffee, olive oil etc).

• Should all keys not be returned at the end of the rental period, it is our policy to change the locks. All associated costs will be deducted from the security deposit if this occurs. Similarly any remote controls will be replaced at the guests cost if lost or not returned.

• Standard cleaning services on your departure are included in your rates. Guests are expected to leave the properties in a neat and tidy state without the need for extensive, excessive cleaning. Guests are responsible for all cleaning charges in the event that the property is left in a state that requires more than standard cleaning. This will be deducted from the security deposit.

• A valuables safe is provided for use at the property. Guests are encouraged to use the safe to store their valuables at all times. The management is not responsible for the loss of any personal belongings while you are staying at the property. Guest items found by the cleaning staff will be kept in the office for 6 weeks before they are discarded. Guests can arrange to either pick up the items or can send a reply paid envelope to PO Box 429, Newcastle, 2300 in order for the items to be returned by mail.

• There will be no full or part refund in the case of unexpected breakdown or interruption of supply of electrical appliances, telecommunications or utilities. Any disruption of services should be reported to the management as soon as possible. The management will commit to making prompt attempts to restore services as soon as reasonably possible.