Terms and Conditions...

Last updated: 01/11/2025

These Terms & Conditions (“Terms”) apply to all bookings, guest stays, and property access for properties managed by Prestige Hideaways (“we”, “us”, “our”), a short-term rental management business based in Torquay, Victoria. By booking a stay with us—whether directly or via a third-party platform such as Airbnb, Stayz, or Booking.com—you (“you”, “guest”, “guests”) agree to the following Terms.

1. General Expectations

  • All guests must respect the property and understand that it is someone else’s home. Please treat it with the utmost care.

  • Guests must follow all house rules displayed on the booking platform, in the welcome guide, or provided by Prestige Hideaways.

  • Guests must be over the age of 30 to book any Prestige Hideaways property.

  • The guest who makes the booking must be present for the entire stay.

2. Booking, Payments & Cancellations

2.1 Booking Confirmation

A booking is confirmed only when payment is processed through the booking platform or directly with Prestige Hideaways (if applicable).

2.2 Security Deposits & Charges

Guests agree that any of the following may result in additional charges:

  • Damage, breakages, theft, or misuse

  • Extra cleaning above a standard clean

  • Missing items

  • Excess rubbish

  • Breaches of house rules

  • Lost keys or remotes (keys: $100, remotes: $250)

  • Out-of-hours access requests due to lost keys ($200 call-out fee)

  • Deep cleaning required due to smoking, drug use, or COVID-related contamination

2.3 Cancellations

Cancellation terms follow the policy of the booking platform used.

3. Guest Responsibilities

Guests agree to:

3.1 Care of the Property

  • Immediately report any damage or breakages to Prestige Hideaways so repairs can be arranged promptly.

  • Allow entry for a repair person if required—guests will always be notified beforehand.

  • Replace all furniture, cushions, and throws to their original position before checkout.

  • Leave the property in a neat and tidy condition to avoid extra cleaning fees.

  • Complete the Departure Checklist before leaving.

3.2 Behaviour & Noise

  • No excessive noise or loud music at any time.

  • Outdoor areas must not be used after 10pm to minimise disturbance to neighbours.

  • No parties, bucks/hens events, schoolies, or similar gatherings. Violation will result in immediate eviction without refund, reporting to Airbnb, and charge-back for damages or costs.

  • No smoking, illegal drugs, or drunken/disorderly behaviour.

3.3 Guest Numbers

  • Guests must provide a list of all people staying at the property for safety reasons.

  • No additional overnight guests allowed without notifying Prestige Hideaways.

3.4 Children & Safety

If the property features items such as a trampoline, pool, spa, playground, indoor fire, outdoor fire, bath, or jacuzzi, adult supervision of children is mandatory at all times.

4. Check-In & Check-Out

  • Check-in: From 3pm, unless approved otherwise.

  • Check-out: By 10am, unless approved otherwise.

  • Keys must be returned to the lockbox and the code scrambled.

5. Prohibited Uses

Guests must not:

  • Host parties or unauthorised gatherings

  • Tamper with smoke alarms or security devices

  • Engage in illegal activities

  • Bring pets unless explicitly approved

  • Sub-let or license the property to others

6. Access to the Property

Prestige Hideaways, cleaners, tradespeople, or emergency personnel may enter the property:

  • To perform maintenance or repairs

  • For scheduled cleaning

  • To address urgent issues

  • For safety or compliance reasons

Guests will be notified wherever practicable.

7. Liability

7.1 Guest Liability

Guests are responsible for:

  • All damage caused during their stay

  • Loss of keys or remotes

  • Excess cleaning beyond a standard clean

  • Any breaches of house rules

  • The safety of all children on the property

7.2 Prestige Hideaways Liability

To the extent permitted by law, Prestige Hideaways is not liable for:

  • Loss, theft, or damage to guests’ personal property

  • Injuries occurring due to misuse, negligence, or failure to supervise children

  • Interruptions to services such as power, water, Wi-Fi, or council works

  • Circumstances outside our control including natural disasters, accidents, or property damage caused by external events

Nothing in these Terms limits your rights under Australian Consumer Law.

8. COVID-19 Policies

  • If a government-mandated COVID lockdown prevents travel, guests may reschedule at no cost.

  • If a guest contracts COVID before travelling and cannot attend due to isolation rules, they may reschedule at no cost.

  • If a guest contracts COVID during their stay, the guest will be charged for a deep clean of the property.

9. Property Unavailability

If a property becomes unavailable due to circumstances beyond our control—such as fire, flood, storm damage, or other safety issues—Prestige Hideaways will offer the guest a full refund.

10. Owner (Property Management) Terms

These apply only to property owners who engage Prestige Hideaways for management services.

10.1 Services

Prestige Hideaways may provide property marketing, guest communication, bookings, maintenance coordination, cleaning, access management, and financial reporting.

10.2 Fees

Fees and additional costs are outlined in the management agreement.

10.3 Owner Obligations

Owners must:

  • Keep the property safe, insured, and compliant

  • Maintain the property and approve repairs as required

  • Inform Prestige Hideaways of any hazards or issues

11. Third-Party Booking Platforms

Where bookings are made through platforms such as Airbnb:

  • Their terms apply in addition to these Terms

  • Prestige Hideaways is not responsible for platform errors, outages, or disputes

12. Privacy

We handle personal information in accordance with our Privacy Policy and Australian privacy law.

13. Amendments

Prestige Hideaways may update these Terms at any time. Updated versions will be posted on our website and take effect immediately unless stated otherwise.

14. Governing Law

These Terms are governed by the laws of Victoria, Australia.
Disputes are subject to the exclusive jurisdiction of Victorian courts.