Terms and conditions

Holiday Caloundra is a division of Local Agent real estate.

Holiday Caloundra (the Agent) is contracted by individual property owners (the Owner) to take holiday bookings from individuals or entities (the Guest) for their private properties. In doing so, owners employ this policy as the framework for managing bookings, cancellations, amendments and refunds.

Requests from Guests seeking to cancel, amend, refund or make changes to bookings inconsistent with this policy, will be referred by our staff to the property Owner/s, who will be the sole decision-makers regarding such requests.

All peak season (Christmas) bookings for 2026/27 will commence on Tuesdays for unit bookings and Wednesday for holiday house bookings.

Holiday Caloundra has a no smoking or vaping, no parties, no functions policy in all properties. Failure to abide by these rules authorises the Agent to immediately terminate the booking without refund.

Office hours - check-in & check-out times - keys

Our office hours are currently: Monday to Thursday 8.30am - 4:30pm, Friday 8.30am - 4.00pm. Our office is not open on weekends or public holidays.

Check-in is from 2:00pm each day. Keys can be collected from the office during operating hours on weekdays, or from the lock boxes at the rear of the office on weekends, on public holidays or after office hours. We will contact you by SMS or mobile if your keys can be collected prior to 2:00pm. If you are arriving after hours, please contact our office prior to your arrival date to arrange after hours key collection.

All Guests will be provided with one set of keys, including garage or similar remote controller if required. A second set, or partial second set of keys may be available but is not assured.

Check-out has occurred once the keys are returned to the office and Guests have vacated the property.

Check-out is required prior to 10:00am all days. Keys returned outside office hours must be placed in the Key Return box in the rear door of the office, located in Farlow Lane.

Late check-out after 10:30am will result in an additional $50 charge to the Guest.

Late check-out after 11:00am will result in an additional $100 charge to the Guest.

Late check-out after 12noon will result in an additional $150 charge to the Guest.

Keys that are lost or damaged will be the responsibility of the Guest, as will be the cost of key and lock replacement. This can become quite expensive as it may include restricted body corporate keys and/or garage remotes or fobs. Therefore, please take good care of your keys. A call-out fee of $50 will be payable by the Guest if assistance is required due to lost keys or lock outs after hours but before 9:00pm. A locksmith will be required to be contacted by the Guest after 9:00pm and payable by the Guest

Bookings & payments

General

Holiday Caloundra advertises privately owned properties on behalf of individual property owners through numerous online booking channels. If you make a booking through a third-party online booking site, that booking site must be your first contact point for any alterations, amendments or cancellations to your confirmed booking.

Holiday Caloundra reserves the right to error check and amend the details of all online bookings even after the event of an automated confirmation email being forwarded as a result of a deposit being paid. Should an error occur, you will be contacted to discuss your options

Deposits

An initial deposit of 30% of the tariff, plus the non-refundable booking fee, must be paid within 24 hours of making the booking and the balance of deposit, full tariff, paid 30 days prior to arrival. If you choose to make a booking through any site other than our website, you may be required to pay the full amount at the time of booking as well as any fees they may choose to add

Confirmation and re-booking

All bookings are confirmed by email clearly stating the dates booked and the price that applies. During peak holiday periods, if you wish to re-book the same property for the same time next year, you will secure priority over any other Guest on the condition that you re-book during business hours prior to departure. Your priority lapses after that period

Booking fees

All bookings will incur a non-refundable $70 Booking Fee.

Minimum stay

Most properties have a minimum stay of 2 nights in the low season and 7 nights in the high season. If unsure, please check with our office staff for individual property minimum stay periods.

Booking cancellations/amendments/refunds

Holiday Caloundra is contracted by individual property Owners to take holiday bookings for their private properties. In doing so, property Owners employ this policy as the framework for managing booking cancellations, amendments and refunds. Requests from Guests seeking to cancel, amend bookings or refund inconsistent with this policy, will be referred by our staff to the property Owner/s, who will be the sole decision-makers regarding such requests.

All tariffs paid for Low Season bookings cancelled 30 days or greater before arrival will be refunded less a cancellation fee equal to $150 or 10% of the full tariff, whichever is greater.

Low Season bookings cancelled or amended less than 30 days prior to arrival will not be refunded unless Holiday Caloundra is successful in reselling some or all of the same booking dates, in which case, an amount equivalent to the tariff of the resold dates will be refunded.

Mid-Season, Peak Season, and Easter Holiday cancellations will receive no refund unless Holiday Caloundra is successful in reselling some or all of the same booking dates, in which case, an amount equivalent to the tariff of the resold dates will be refunded.

Please note: the booking fee is always non-refundable

In the event that the dates of your holiday are altered, and the booking is subsequently cancelled, the cancellation policy time frames indicated in points 1, 2 and 3 above will apply and be calculated using the dates of the original booking or the new dates, whichever arrival date falls first.

Once a booking is cancelled, it will be subject to this policy, and cannot be reactivated. Should you choose to voluntarily vacate earlier than your agreed departure date, you agree that you will not be entitled to any refund

*If your booking was initiated through a 3rd party booking site, please ensure you also check the 3rd party terms and conditions associated with your booking, and refer any cancellation matters to the third party

Travel insurance

We strongly recommend you purchase travel insurance to cover any unforeseen circumstances

Booking postponements

Guests seeking to postpone rather than cancel bookings, can generally do so, subject to availability and the property owner’s approval. If the cost of the booking increases between the original dates and the new agreed postponement dates, the Guest will be responsible for paying the increased amount. Contact our office to discuss

Security bond

A security bond protects the Owner from costs associated with damage, excessive cleaning, unsettled expenses and/or additional costs or losses experienced by the owner as a result of the actions or inactions of the paying Guest and/or their guests. See Section 11 - damage and/or loss.

All Guests are required to pay or authorise a refundable security bond on or prior to check-in, as well as provide credit card and photo ID details for security purposes. The amount involved will depend on the property you have booked, between $250 and $1000. Security bonds are generally taken as a credit card pre-authorisation, but we reserve the right to require payment as cash, by credit card or eftpos transfer to be held in trust for the duration of the booking. If your stay is 21 days or longer, your bond will be completed. You will need to provide your bank details before or on departure for refunding. In the event of any damages, extra cleaning fees or unpaid amounts, money will be claimed by us from the bond or preauthorisation.

Note: A pre-authorisation is not a charge. It is a pending transaction against a credit card that will automatically be released by your bank, unless claimed partially or in full by us for unpaid services, additional costs, damages or extra charges.

Security bond refunds will be processed by us at the end of a booking less any outstanding amounts deducted within 10-12 Business days of the departure date, and after we have received the cleaners report and the property has been cleared of maintenance, loss or damage concerns, and once we have received Australian bank details from the Guest for refunds. The bank will then take an additional period to finalise the process

Arrival at property

If, upon first arriving at the property, the Guest observes any maintenance, cleaning or other issues, and wishes for these matters to be attended to during their stay, they are required to immediately report the matter to the Agent, or if after hours, leave a message on the office answering service. Cleaning is conducted by third party contractors, who will generally not return to properties to attend to cleaning issues if the Guest has not reported their concerns to our staff within 2 hours of entering the property.

Maintenance issues will be attended to in priority order, and at a time depending on the availability of staff, trades people and or replacement parts

Departure requirements

Please ensure the following has been attended to: All rubbish removed from the property and placed in the appropriate bins, and the dishwasher must be emptied, all dishes washed, dried and put away. The property must be left secure with all windows and doors closed and locked, the air conditioners and all electrical devices must be turned off. All furniture must be placed back in its original position. Please leave the premises clean and tidy as an extra cleaning fee, in addition to the cleaning fee paid at the time of booking, will be payable from the Security Bond if the property requires extra cleaning, tidying or deodorizing

Linen & bedmaking

All bookings include linen, and many properties also provide bedmaking. Guests should check each property's individual description or contact our office for specific details regarding linen

Pets

Pets are strictly prohibited from all Holiday Caloundra properties, unless specifically advertised otherwise. Guests attending Pet Friendly properties with animals must ensure they comply with the specific requirements of the property owner. All pet owners must ensure that the grounds of the rented holiday property are left in a clean and tidy manner. A clean-up fee charged by the cleaner will be payable from your bond if you fail to clean up any droppings left by your pet. We also ask, for the safety of your pet, that you administer a flea treatment to your pet prior to arrival. Our Pet Friendly accommodation is strictly No Pets Allowed Inside, unless stipulated otherwise

Quality of properties

Holiday Caloundra provides a wide variety of accommodation options, from basic and budget to high end million-dollar properties. Guests must ensure that the property they are booking meets their expectations. Whilst all care is taken by Holiday Caloundra to ensure accuracy of information and up-to-date website photos, Holiday Caloundra cannot accept any liability for any misunderstanding as to the features and quality of each property

Illegal and anti-social behaviour

No illegal or anti-social behaviour will be tolerated and immediate eviction will take place, without refund, upon the Agent being notified and confirming the problem. Police will be alerted as appropriate. The Guest acknowledges and agrees to the Agents right to enter and inspect the property at any time, if the Agent has formed a reasonable belief that the property has, or may, be damaged, or used for anti-social or illicit activity. A business cannot be operated from any holiday property without prior consent of the property owner and/or the body corporate if applicable

Building works

It is the individual Owner’s and individual build body corporate committee's responsibility to notify us in the case of a building refurbishment or renovation. When notified of any such building works, we will notify you and, if authorised by the Owner, offer alternative accommodation if possible, but this cannot be guaranteed. It is unlikely that we will be notified by individuals of any other property within the vicinity of your rental property being renovated. We cannot control and are regularly not advised on works in neighbouring properties

Breakdown of equipment

Air conditioners, Wi-Fi, swimming pools, spas, electrical appliances and similar equipment are all subject to break down or loss of services and sometimes delayed repairs are inevitable. Please report any breakdown as soon as you can. Whilst every effort will be made to repair these items as quickly as possible, no guarantee of their availability or serviceability for the duration of a stay is given. For all assistance, please contact our office. For after-hours emergency assistance, contact the office, follow the after-hours answering service instructions and leave a message. Property Owners will be the sole decision-makers as to whether or not they will refund or compensate Guests for any issues that may arise that affect their properties. The Agent has no authority to use Owner's funds to compensate Guests for issues that may arise without the written authorisation of the property Owner. Guests who incorrectly or falsely report maintenance or breakdown issues which result in tradespeople or maintenance staff unnecessarily attending the property, will be responsible for the resultant costs they have caused, which will be paid from the Guests security bond

Damage and/or loss

Accidental or malicious damage, excessive cleaning costs, unsettled expenses and/or additional costs or losses to a property or its contents caused by the Guest, will be the responsibility of the Guest who made the booking. The Guest acknowledges and agrees that funds to replace, repair or compensate for the damage or loss will initially be obtained from their bond or credit card pre-authorisation. The Guest acknowledges and agrees that if additional funds beyond the bond or credit card pre-authorisation are required by the Agent to replace, repair or compensate the owner for damage or loss, the Guest has provided the Agent with the authority to charge the additional costs against the guests credit card or any other additional Guest funds held by the Agent for any other purpose. Furthermore, if the additional credit card and additional Agent held funds are inadequate to cover the extra costs, the Guest agrees to make the funds available to the Agent no later than 7 days after being notified of the unpaid costs by the Agent. If the Guest subsequently disagrees with paying for the damages or losses caused during their stay or seeks to recover the charged credit card funds via chargeback processes with their card issuing bank, the matter will, at the property Owners discretion, be referred to the Queensland Civil and Administrative Tribunal qcat

Property presentation

Upon arrival at your chosen accommodation, should the Guest find any cleaning or maintenance issues, please contact the Agent to have the issue rectified. If the Guest chooses not to advise the agent, it is agreed that the Guest is satisfied with the property, and any future claim is forfeited. Please note: A consumer must provide a service provider with an opportunity to rectify any minor issue free of charge and within a reasonable period of time. A consumer cannot simply cancel a contract or expect a refund - accc

Poor guest records

The Agent reserves the right to refuse a booking from a past or future Guest whose behaviour was or is inconsistent with the Agent’s reasonable expectations

Sale or non-availability of property

The Agent acts as a booking agent for private property owners. As such, we advertise and accept bookings for properties consistent with the Owner's instructions. If the property is sold or withdrawn by the Owner from holiday letting, or if the property undergoes maintenance of which we were not informed, or the property is deemed unsafe or unsatisfactory for holiday letting for any reason, or a double booking occurs, or if for any other reason a property becomes unavailable for the duration of a Guest booking, Guest bookings may need to be moved to another property or cancelled. In such cases, the Agent will endeavor to find alternative suitable accommodation from within the Agents other holiday properties, but if unable to do so, the Guest accepts that they do not have a right to the holiday tenancy nor any right to take legal action against the Owner or the Agent. In such circumstances, the Guest will be provided with a full refund of monies paid

Lost property

There is a $25.00 collection fee for the Agents staff members to collect items that have been left behind at properties by guests. It is also the Guest's responsibility to organise or pay for postage or courier services to return belongings. Lost property will be held for a period of 4 weeks, at which time it will be disposed of as appropriate

Mail

Guests are not to have their mail sent to the holiday property address. The Agent does not hold letterbox keys and cannot arrange access to letterboxes. If Guests require a mail collection point please contact the agents office for options

Electric vehicles

Electric vehicles, including cars, bikes and scooters, are not to be recharged at holiday letting properties. Such vehicles pose unacceptable insurance risks to property owners and body corporates, as well as consuming electricity for which the guest has not paid. In particular, evs must not be recharged in private or body-corporate spaces such as underground car parks or use private or body-corporate resources without express prior permission of the property owner and/or the body-corporate manager as appropriate. Unless a purpose-built ev charging station is available at the holiday property, all evs must be recharged off-site, presumably at certified recharging stations

Disclaimer

While the Agent endeavors to supply accurate information on this site, errors and omissions may occur. In the event of such, the Agent will make reasonable effort to make contact with the Guest. If there is an error in the process of listing a product or service on the agents website or a technical error, the Agent reserves the right to refuse or cancel a booking in this instance. Guest bookings are accepted in good faith by the Agent but may be subject to change as notified by the Owner prior to the commencement of the booking. The Agent cannot accept responsibility for action taken by the Owner of the premises outside of the Agents control. Every reasonable endeavor will be made to offer alternative accommodation should this occur. Please also ensure that when booking, the Guest is required to make every enquiry to ascertain that the property booked is suitable to the Guests needs as refunds will not be given on personal preferences. From time-to-time repairs and maintenance need to be attended to during the guests stay at which time a contractor will need to access the property. The Agent may need to disclose your phone number to the contractor to gain access. If this contact method is unsuccessful the Agent will provide a key to the property for the contractor to gain entry. All parties agree that from time to time, circumstances beyond the agents control will affect or compromise the Agents ability to deliver all services in a timely manner, such instances may include, but are not limited to pandemics, wars and conflict, supply chain issues, problems caused by government orders, staff shortages, and natural and man-made disasters. These Terms and Conditions may change without prior notice being given.