Payment | Cancellation Policy | Conditions of Occupancy

During these challenging times, we give you peace of mind by booking your holiday with us.

PAYMENT 

DEPOSIT – 10% of the total tariff [excluding security bond] deposit at the time of booking.

BALANCE – Your balance is due 45 days before your arrival. If booking within 45 days of arrival date – the full amount is due at the time of making your reservation.

CANCELLATION POLICY –  [Direct Bookings] 

You can cancel your trip up to 45 days before arrival – Less a $200 admin fee

If you cancel within 45 days before arrival – No Refund

CANCELLATION POLICY –  [Online Travel Agents] 

For Airbnb Reservations – ‘Firm Policy’ – refer to Airbnb for the terms & conditions.

For VRBO | STAYZ Reservations – ‘ Strict Policy’ – refer to VRBO/Stayz for the terms & conditions.

For Google Hotels Reservations – ‘Strict Policy’ – refer to Google Hotels for terms & conditions.

For Booking.com Reservations  – The guest can cancel free of charge until 60 days before arrival. The guest will be charged the total price if they cancel in the 60 days before arrival.

CONDITIONS OF OCCUPANCY FOR HOLIDAY RENTALS

For Alpine Country Holidays, to provide a high standard for our guests while respecting the rights of other residents, we require our guests to comply with specific regulations. We appreciate that most people do the right thing; however, the occasional bad experience has forced us to impose the following conditions of stay. Below is a summary and link to the full terms and conditions:

1. Before You Arrive

• Age & responsibility: The named Guest must be 21 or older, stay at the property for the whole reservation, and is responsible for all other occupants and visitors.
• Online check-in: Online check-in is compulsory: photo ID (if requested), a credit card in the Guest’s name for the security pre-authorisation, and an e-signed rental agreement. Booking may be cancelled or entry refused if this isn’t completed.
• Security bond: A hold is placed on your card for the security amount shown on your confirmation. No funds move unless you owe extra charges under these conditions — if charges exceed the hold, you remain liable for the balance.
• Purpose & dates: The property is for holiday occupancy only — not commercial use, functions or events — for the exact dates and guest numbers on your booking.
• Code of conduct: Guests in NSW must also follow the NSW Fair Trading Code of Conduct for Short-Term Rental Accommodation.

2. Arrival & Departure

• Check-in: After 4 pm (3 pm outside winter) — subject to change for housekeeping. Please don’t arrive early unless we’ve told you to.
• Check-out: 10 am. Staying later costs $150 per half hour. Follow the check-out steps in your welcome letter / Hinfo guide or call us on 6456 1991 with questions.
• Lost items: $90 per lost garage remote; $300 minimum re-key fee for lost keys.

3. Guest Numbers – Important

Overcrowding is taken very seriously — adults, children & infants count toward the total number of guests shown on your listing and check-in documents. If we find the property overcrowded:

• Your stay is terminated immediately, and you’re evicted, with no refund.
• Your security deposit is forfeited and you can be charged for extra cleaning plus utilities [electricity, water, etc].
• Snowy Monaro Council can issue on-the-spot fines of up to $2,000 under the Environmental Planning and Assessment Regulations 2000 (NSW).

4. Looking After the Property

• General cleanliness: Leave the property as you found it. Unsatisfactory condition (dirty kitchen, rubbish left out, etc.) attracts a minimum $200 cleaning fee, plus a $110 admin fee on any extra charge. Please stack and run the dishwasher before you leave.
• Bicycles: Not permitted inside the property — store them in the garage or a storage area. Evidence of bikes indoors attracts an extra cleaning fee.
• BBQs: Please clean up after use. An uncleaned BBQ costs $70 to have cleaned.
• Gas cookers: Butane/gas cookers (including Hibachi-style) are strictly prohibited indoors — serious fire risk. Evidence of use forfeits your security deposit.
• Smoking & vaping: All properties are non-smoking, with no vaping or e-cigarettes indoors. Evidence of smoking costs a minimum $400 cleaning fee plus the $110 admin fee.
• EV / battery charging: Charging EVs, e-bikes, scooters or similar from the property’s power supply is prohibited without prior written permission, due to electrical load and fire-safety limits. Unauthorised charging may incur electricity, damage, inspection or call-out costs.
• Damage: You’re responsible for all damage, breakage or loss (not capped at the deposit amount), plus a $110 admin fee per claim. Report any existing damage within 18 hours of arrival, or the property is treated as undamaged.
• Pets: Not permitted except in properties specifically advertised as pet-friendly. In those properties, the Company/Owner isn’t responsible for a pet’s security or welfare.

5. Respecting Neighbours

We have a zero-tolerance policy on parties and functions. Please keep noise and behaviour considerate at all times, especially between 10 pm and 8 am. Breaches can mean immediate termination without refund, plus charges for security call-outs, extra cleaning or damage.

6. Payment

All accommodation fees — however you booked, including through Airbnb, VRBO, Stayz or Booking.com — must be paid in full by your departure date. Any unpaid balance becomes a recoverable debt, and you authorise us to charge the card on file for it, plus reasonable recovery costs, fees and interest where permitted by law.

7. Cancellations by Us

We may refuse, cancel or terminate a booking where reasonably necessary — for example, breach of these conditions, non-payment, misleading information, unlawful conduct, or property/safety concerns beyond our control. We’ll notify you as soon as practicable, and any refund follows these conditions and Australian Consumer Law. Nothing here removes rights that can’t legally be excluded.

8. Your Safety & Our Liability

• Insurance: We recommend travel insurance for cancellations, medical costs, and loss of belongings.
• Firearms: Firearms may not be discharged on rural properties. Any evidence of use ends your stay immediately with eviction.
• Wildlife: Rural properties may have local wildlife or insects, especially after storms or heat. We inspect beforehand and act quickly if you report a concern. If wildlife is a serious concern for you (fear or allergy), please choose a property where this is less likely.
• Maintenance: We’re not liable for equipment or utility failures outside our control (hot water, sewer, power, gas). Report problems immediately — some repairs take longer due to limited local trade access. No refund is given for temporary loss of these services.
• Limited liability: To the fullest extent the law allows, the Company, its staff and property owners aren’t liable for indirect, incidental or consequential loss, injury or damage arising from your stay. Facilities such as spas, fireplaces, decks and outdoor equipment are used at your own risk. This also covers events outside our control — power outages, weather, snow conditions, lift closures, access issues, waste collection, trespass and similar.
• Force majeure: We’re not liable for personal loss or injury caused by events beyond our control, including severe weather, snow conditions, bushfire, flood, storm, road closures, government restrictions or force majeure events. No refund or credit applies in these cases.

9. Privacy, Property Access & Surveillance

• CCTV: External cameras cover entrances, driveways and parking only — never internal living areas. By booking, you consent to this. Footage is kept up to 28 days, then deleted.
• Access: We may enter the property at any reasonable time to check compliance with these conditions, or to carry out repairs.
• Your information: Your details are kept confidential and used only to manage your booking; we don’t share them with third parties. We’re PCI DSS compliant, and card data is removed 14 days after your stay (immediately for cancelled bookings).

10. A Few Practical Notes

• Property details: Descriptions are as accurate as we can make them, but errors or unavailable equipment can occur, and we take no responsibility for these. If a property sells before your stay, we’ll let you know and try to help find alternative accommodation.
• Internet: Provided on a best-effort basis with no guarantee of availability, speed or uptime (this also applies to Foxtel/Austar-type services). Please don’t use it for illegal, discriminatory or threatening content.
• Hot water & power: Hot water systems often run on off-peak power — overuse can mean a wait overnight to reheat. Running too many appliances/heaters can trip a circuit. A call-out fee applies if you request a visit to fix an issue caused by guest use.
• Pricing: Current tariffs may change without notice; a quote is an estimate only until confirmed in writing.

Something Not Right? Tell Us Straight Away

Our housekeeping team takes pride in their work, but if anything isn’t right, please let us know immediately — we can only fix what we know about. We’re not able to offer a discount or compensation for issues reported well after your arrival, so please keep us in the loop throughout your stay.