MARENGO BEACH STUDIOS
boutique beachside retreat
BOOKING TERMS AND CONDITIONS
ALL ONLINE BOOKINGS ARE SUBJECT TO A 24 HOUR CONFIRMATION
We will confirm via email or phone and seek to secure alternate accommodation should the studio you choose not be available for booking subject to alternate availability.
Any booking made with Marengo Beach Studios (regardless of booking method) is conditional to the client having fully read and understood the following Terms & Conditions.
All bookings must be confirmed with a minimum of 50% deposit upon booking.
In these terms and conditions:
a. 'Weekend' means Thursday & Friday (when consecutive), Friday & Saturday, or Saturday & Sunday (when consecutive)
b. 'Midweek' means Sunday, Monday, Tuesday, Wednesday and Thursday unless when in conjunction with a 'weekend' night.
c. 'Public Holiday' means any Victorian gazetted public holiday
d. 'Special Period' or "long weekend rate" means any period of time denoted as a 'special period' by Marengo Beach Studios and can include (but is not limited to) School Holidays, Public Holidays and days surrounding public holidays.
e. 'Availability Calendar' means the calendar shown online that indicates availability for each property.
f. 'Extras' means any additional item purchased via Marengo Beach Studios including (but not limited to) dinners, massage and other spa services, flowers, chocolates, wine, arrival hampers, tours, extra linen, etc.
g. 'Credit Voucher' means credit which may be applied to future accommodation booking with Marengo Beach Studios
h. 'Pre-Authorisation' means a credit card swipe which will hold a predetermined amount of funds on the swiped credit card for a period of 7-14 days. During this period, these funds cannot be accessed. If no charges are brought against the pre-authorisation in this time, the funds will be released back to the swiped credit card after 7-14 days, depending on the card issuer.
i. 'Code Red-Fire Danger Day' means a day declared by the CFA as a Code Red Fire Danger Day as per the CFA website www.cfa.vic.gov.au.
1.1. The name of the person on the original booking form remains the sole contact and is responsible for the property booked and all communications with Marengo Beach Studios
1.2. Your deposit/payments may be able to be be transferred from one property to another subject to availability.
1.3. Online bookings made less than 48 hours prior to arrival must be confirmed by our office prior to you arriving.
1.4. A non-refundable booking fee equal to $10 per night is included in the total rate.
1.5. If, due to a system error that has caused incorrect rates to be calculated, Marengo Beach Studios has to amend the rate of a property after it has been booked and/or paid online, Marengo Beach Studios gives the guest the first opportunity to cancel the booking at no penalty.
1.8. Weekend bookings attract a two night minimum rate, weekend nights are Thursday & Friday, Friday & Saturday or Saturday & Sunday.
1.9. Midweek nights are Sunday - Thursday unless including a weekend night.
1.10. Public holidays and nominated special periods will attract minimum stays and full house rates.
1.11. Marengo Beach Studios reserve the right to refuse any booking.
1.12. By paying for the booking you agree that you are over 18 years of age and that you accept full responsibility for all payments due and for the consequences of any actions of all persons who will use the Property during your holiday. If payment is made by credit / card by telephone, you will have deemed to have read all the Booking Terms & Conditions and agreed to be bound by them prior to making any payments to Marengo Beach Studios
2.1. Restaurant reservations, massage and spa services or activities, should be booked at least 2 weeks in advance to secure your preferred choice and date.
2.2. No refunds will be given on 'extras' if cancelled or changed within 7 days. Cancellations or changes that are made more than 7 days prior to your arrival will incur a minimum administration fee of $75 regardless of the service provider’s terms and conditions.
2.3. Extras such as flowers, wine, chocolates etc. will be provided for you at the property upon check in unless alternate arrangements have been made.
3. PAYMENT TERMS
3.1. Payments may be made by Visa Card, Mastercard, Amex or Bank Transfer.
3.2. A deposit of 50% of the total rate is required when booking. Accommodation will not be held without a deposit. If paying the initial deposit by bank transfer, the bank transfer must be completed within 24 hours to prevent the booking being cancelled.
3.3. The balance must be received 30 days prior to arrival.
3.4. Failure to comply with these payment terms may result in your booking being cancelled with no refund of any deposit paid.
3.5. Payments may be made with a maximum of two transactions, either by credit card or direct deposit.
4. PROCESSING FEES
4.1. Our processing fee is intended to cover the cost of credit card fees applied by the bank. We encourage you to review detailed information about our processing fees which are as follows:
- Visa or Mastercard attracts a 2% surcharge.
- American Express attracts a 3.8% surcharge.
- Bank Transfers - no processing fees apply to Bank Transfers.
5. CREDIT VOUCHER POLICY
5.1. Credit vouchers are issued with 6 months validity.
5.2. Credit vouchers should be treated as cash and cannot be replaced in the event of being lost or stolen.
5.3. Credit vouchers must be redeemed in full on a single booking. No refunds or reimbursements will be provided for unused portions of vouchers.
5.4. Any bookings made with a credit voucher that are subsequently cancelled will not be refunded or reissued.
5.5. Credit vouchers are not redeemable for cash.
5.6. Bookings made with credit vouchers must include an accommodation component. Any remaining funds can be redeemed to purchase extras in conjunction with your stay.
6.1. All requests for cancellations and amendments to bookings must be submitted in writing to email@example.com. Please include booking name, property name & reason for cancelling.
6.2. Please note that we have a NO REFUND policy.
6.3. If the cancelled property is able to be re-booked for the same dates, a credit voucher for the total deposit paid less a minimum $75 administration fee will be issued.
6.4. If the cancelled property is not able to be re-booked for the same dates, the following cancellation fees apply:
1-2 bedroom properties
- Cancellation notified 30 days or more prior to arrival - No cancellation Fee
- Cancellation notified 15-29 days prior to your arrival - 50% of the total rate
- Cancellation notified 14 days or less prior to arrival - 100% of the total rate
6.5. A minimum $75 administration fee applies to all cancelled bookings.
6.6. Booking Fees and processing fees are non-refundable.
6.7. Any funds remaining after the deduction of cancellation, administration and booking fees will be distributed in the form of a credit voucher with 6 months validity.
6.8. A request to amend a booking will be treated as a cancellation.
6.9. Travel insurance is recommended for medical and cancellation coverage.
6.10. In addition to our cancellation policy, any amendments made to booking dates will incur a minimum administration fee of $75.
6.11. Marengo Beach Studios reserves the right to cancel the booking any time in the event of circumstances beyond our reasonable control or if in the reasonable opinion of Marengo Beach Studios it is necessary to undertake essential works at the Property. In these unlikely circumstances we will endeavor to offer a suitable alternative studio. If no such alternative holiday property is agreed between us then Marengo Beach Studios will refund in full all money received by us for the booking. Marengo Beach Studios will otherwise not be liable for any other costs associated with cancelling the booking.
7. PRE-AUTHORISATION/SECURITY BOND
7.1. A credit card pre-authorisation of the total bond amount stipulated for the property is required on or prior to check in. This will be held on the card for a period of 7-14 days. During this period, these funds cannot be accessed. If no charges are brought against the pre-authorisation in this time, the funds will be released back to the swiped credit card after 7-14 days, depending on the card issuer.
7.2. If a credit card is unavailable for pre-authorisation an EFT security bond will be required at least 48 hours prior to the booking commencement instead.
EFT Security bonds will be returned by bank transfer or cheque refund 7-14 days after vacating the property.
7.3. Marengo Beach Studios reserves the right to debit the credit card provided as pre-authorisation, or withhold funds from the cash security bond, for any fees incurred during your stay including, but not limited to, additional cleaning, excess rubbish removal, extended stays, late check outs, smoking in a property, lost keys & any additional locksmith fees, unnecessary maintenance attendance, repairs or damage to property.
8.1. Check-in time is 2:00pm on the day of arrival and check out is 11:00am unless specified otherwise.
8.2. A Booking Terms and Conditions Form must be completed at or before check-in by the person who made the booking. As part of this registration, guests are agreeing to allow Marengo Beach Studios the right to debit the credit card supplied as pre-authorisation or withhold funds from the security bond for the cost of any breaches of the terms and conditions outlined in this document.
8.3. Key collection procedures will be confirmed prior to your arrival, you will either be met by a representative of Marengo Beach Studios at an agreed time at the property, or a keysafe code can be provided to you to access the property if arriving after hours. It is the responsibility of the guest to make arrangements with our office for access or key collection and advice in advance of preferred check in times.
8.4. Keys should be returned to the key safe location or to a representative of Marengo Beach Studios s no later than the agreed checkout time on the day of departure.
8.5. Early Check-ins and Late checkouts are subject to availability and incur additional fees of $50 per hour.
8.6. Guests are responsible for their choice of accommodation. Marengo Beach Studios are not responsible if the style of property does not live up to guests expectations, therefore guests should view property listings online carefully before selecting and booking their preferred property. Please call our office if you require clarification on any aspect of a property prior to booking.
8.8. Please respect the privacy of our local community and neighbors. If a guest's behavior or noise level is unreasonable, a warning will be given and ignoring this will result in the cancellation of the booking without refund.
8.9. Requests for assistance or maintenance may result in a minimum $90 call out fee where the guest is at fault and/or the call out is not deemed to be of an emergency nature.
8.10. All properties are non-smoking, failure to comply will result in a minimum $200 fine. Guests may also be liable for the loss of income from any future bookings affected by their actions.
8.11. Excess Rubbish Removal fees may apply if the amount of rubbish left at the property is deemed over and above what should be reasonably expected for the length of stay and number of guests.
8.12. Properties listed as pet friendly incur a fee to cover general cleaning. An additional fee will be applied if excess cleaning is required after departure. Should pets be found in accommodation not classified as pet friendly, guests may be requested to vacate their property immediately with no refund and will be liable for additional cleaning fees.
8.13. Rates apply for any additional guests staying at the property that were not included as part of the original booking. Please advise Marengo Beach Studios and make necessary arrangement for extra guests to be confirmed and paid for. Should additional unpaid guests be found, the booking may be cancelled and you will be asked to vacate. No refund will be given.
8.14. Marengo Beach Studios properties are offered on the basis of private, residential usage only. Events, functions, parties and gatherings are not permitted at any property under any circumstances. Should this occur you will be requested to vacate the property immediately and your booking will be cancelled without refund.
8.15. Guests are expected to leave the property in a neat and tidy manner on departure. This includes washing and putting away dishes, returning all items to their original position, all food items removed from fridges, barbeques cleaned, ovens and microwaves wiped out and rubbish placed in appropriate bins. Additional cleaning fees (minimum $50) may apply if the property is not left in a presentable condition.
8.16. Guests are required to turn off lights, appliances and lock doors and windows upon departure.
8.17. A minimum key replacement fee of $80 will apply if property keys are not returned on departure. Additional locksmith fees may also apply if locks require replacement due to the loss of keys.
8.18. All properties are let with linen (bed linen, towels and tea towels etc) unless otherwise stated. It is advisable to bring your own beach towels.
8.19. When a property is booked for ten nights or more, a complimentary refresh service including fresh linen and towels is provided.
9. CODE RED FIRE DAYS
9.1. In the event of a Code Red - Fire Danger day being declared for our region, the following procedure will apply:
9.2. Guests currently in-house will be given the option to vacate the property prior to 5pm the evening before the code red day.
9.3. Guests due to check-in on the code red day will be called and advised that the accommodation will not be available and the office will be closed.
9.4. All guests that leave their accommodation or have been advised not to attend will be issued with a credit voucher for a future stay equal in value to the balance of their stay.
9.5. We suggest that all guests download the "Fire Ready" app on their phone if you are staying in fire danger periods.
10. COMPLAINT RESOLUTION POLICY
10.1. Should you have a need to raise a complaint please make contact with our office at the first available opportunity. We will then attempt to rectify or resolve the matter so that you can continue to enjoy your stay. Housekeepers take a certain level of care with the property however should you feel that something may have been overlooked please bring this to our attention so that we can assist. It is our aim to ensure that guests enjoy their stay. Any complaint during checkout or after your departure will be noted and acted on where appropriate, however we will not consider compensation if we were not given the opportunity to fix or rectify matters at the time the issue occurred.
11. LOSS AND DAMAGE
11.1. Whilst you are in residence, you are fully responsible for all breakages and damage caused to the property, its furniture and fittings. Any breakages, damage or loss must be reported to Marengo Beach Studios immediately.
11.2. Marengo Beach Studios reserves the right to request payment in full and/or charge repair/replacement costs to the guest credit card provided as pre-authorisation, or by withholding the cash security bond, in the event of property damage or theft either accidentally, maliciously or through negligence on the guests behalf.
11.3. We ask that any damage that a guest is aware of or should reasonably expected to be aware of to be reported to Marengo Beach Studios upon termination of your booking. If it is found that a guest has withheld any knowledge of damages or breakages then an additional fine of $150 on top of the cost to rectify damages will be charged from the pre-authorisation amount.
11.4. Marengo Beach Studios cannot be responsible for the failure of utilities, services, equipment or appliances however every attempt will be made (within reason) to rectify the issue. If issues cannot be resolved, we may relocate guests to an alternative studio.
11.5. Marengo Beach Studios is not responsible for the security of your belongings and encourages you to ensure your accommodation is secure when not occupied.
11.6. Any belongings left in the property that are unclaimed within 7 days from date of departure will be donated to local charity organisations. Any items claimed need to be collected within 30 days or can be returned via post by agreement, the cost of postage will be borne by the guest.
12. ADDITIONAL COSTS
12.1. Marengo Beach Studios reserves the right to debit the credit card provided as pre-authorisation, or withhold funds from the security bond, or request payment in full of any outstanding charges that apply to your booking. This includes, but is not limited to, extra cleaning, rubbish removal, additional guests, extended stays, extra bedrooms occupied, smoking penalties, lost keys, callouts, repairs or damage to property.
12.2. All fees listed in this document are subject to change without notice.
13. DISCLAMER THE BOOKING AGENT (MARENGO BEACH STUDIOS) DOES NOT ACCEPT LIABILITY
13.1. For any loss, damage or injury to the person or belongings of the guest or any third party however caused, whilst leased by the guest before, during or after the period of the booking
13.2. For any error or omission in the holiday accommodation website. All Printed or written or verbal description of the premises by the booking agent or employees is made in good faith but no responsibility shall be accepted for any misrepresentation
14. MOBILE COVERAGE / INTERNET ACCESS
14.1. Mobile coverage in the area is limited. Telstra provides the best coverage, particularly in the Wye River/Separation Creek and Johanna areas and beyond.
14.2. The studio apartments have mobile coverage and guests will have access to wifi.
By making any part or full payments relating to a booking, you the guest have agreed to be bound by the terms and conditions set out above.