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TERMS AND CONDITIONS

Terms and Conditions - The Sands Resort, Yamba
Please read these terms and conditions carefully. All bookings made will be deemed to have accepted these terms and conditions on behalf of all persons who will be staying at the property.
CANCELLATION POLICY
LOW SEASON – any period that is not Shoulder/Peak periods. 
•    First night accommodation deposit required at time of booking. 
•    Final payment is due 48 hours prior to arrival. 
•    Reservations cancelled 48 hours prior to arrival will receive deposit refund.
•    Reservations cancelled within the 48 hours of arrival, or No Show, full payment will be taken, and no refund will be provided (100% cancellation fee). 
SHOULDER AND PEAK SEASON – School Holidays as well as PEAK Easter and Christmas periods. 
•    First night accommodation deposit required at time of booking. 
•    Final payment is due 45 days prior to arrival
•    Reservations cancelled 45 days or more prior to arrival will receive deposit refund
•    Reservations cancelled within the 45 days of arrival, or No Show, full payment will be taken, and no refund will be provided (100% cancellation fee).  
Additional information:
•    Group bookings of 4 or more apartments apply PEAK SEASON terms throughout the year
•    Refunds will be processed in a timely manner and may take up to 10 business days to be released by various banks. 

 

BOOKING TERMS


Payments and Confirmation
Payment receipts will be emailed to the email address provided. If guests have booked via a travel agent or third-party booking agent they will need to contact us directly and provide a valid email address to receive this.
Guests who have booked through a travel agency or third-party website must contact these companies directly to make any cancellation or changes to their reservation.
The Guest Portal will be used for all guests to make payments, check their reservation details, add ‘extras’ to their reservation as well as complete ‘ Pre Check in’. 
Key Collection
Keys can be collected any time after 3pm on the day of arrival and the property must be vacated no later than 10am on the day of departure. 
Keys must be returned to our office at 1 The Boulevard Yamba, before 10am or you may incur a late checkout fee of $50 per hour. 
Our office is open from 9am to 5pm Monday to Friday and 9am to 2pm on Saturdays, closed Sundays. 
Security and Identification
Prior to your check in, you will be required to provide information through our Guest Portal. Such information as drivers licence number, confirming email address and phone number as well as providing a valid credit card for security purposes. A Pre Authorisation may be taken up to the value of one night stay. If you are unable to provide such identification your booking may be cancelled, and you may be liable to pay The Sands Resort an amount equal to the full booking amount plus any charges incurred by The Sands Resort in connection with the booking.
The credit card details will be used as security for the booking against claims for late departure, excess rubbish, additional cleaning and/or damage to the property or its contents. 
Upon arrival, if you notice any damage to the property or its contents, please report to our office immediately to avoid any disputes on your departure.
 

General terms and conditions

Room Occupancy
At the time of booking, you will nominate the maximum number of people that will occupy the property and you accept that this number must not be exceeded under any circumstances. 
Bookings will not be accepted where there is not enough bedding for the claimed number of occupants. Additional charges will apply if extra beds or linen required. 
Should you exceed the accepted number of occupants upon arriving at the property, our office will terminate your tenancy requiring you to vacate the property immediately. Under these circumstances no refund will be given, and alternative accommodation will not be made available.
Check in and Check out
Check in is 3pm and check out is strictly 10am.
A surcharge of $50 per hour will be charged if you check-out after 10am or if you check out after 2pm a charge equivalent to the full daily rate will apply to your booking. If you would like to add this option to your reservation, please let the Reservations team know when making the booking so they can adjust the tariff accordingly. 
Lost property 
Items left at premises will not be automatically returned. We will hold the items for a maximum of two weeks and then pass them onto a local charity. Items will be returned only upon receipt of credit card details for postage and packaging plus a $25 handling fee.
No responsibility will be taken for personal belongings of the guest. Any required insurance for your belongings must be arranged by yourself. No liability is accepted by the agent or property owner for any injury, debt, damage, loss, delay, or inconvenience caused by events outside the agent or owner’s control.
Cleaning/damages
The tenant agrees to leave the property in a clean and tidy state with rubbish removed and all washing up done and stacked away. Any costs for cleaning above the standard items that our cleaners do must be paid for by the tenant. Excess rubbish that does not fit into the bins at the property must be disposed of responsibly by the tenant.
All damages to the property, common areas or fixtures and fittings of the property must be reported to reception immediately and paid for.
Non-smoking 
All property interiors and exteriors are non-smoking. Holiday tenants failing to abide by this term may be responsible for the cost of cleaning all carpet, furnishings, and window coverings.
Pets
Unless otherwise specifically stated, pets are not permitted upon the property and may result in a $300 cleaning fee if found in unit.
Excessive noise
Guests will make every possible effort to ensure that they do not interfere or cause a nuisance to neighbours. Excessive noise can be a major cause of complaint. Loud music, televisions and partying that causes excessive noise will not be permitted between 9pm and 7am. Should our office receive complaints, we reserve the right to terminate your tenancy.
We cannot accept responsibility for actions taken by the owner of the premises outside our control and we reserve the right to cancel any booking as per the owner’s instruction. In this event, we will notify you as soon as possible and do our best to arrange other accommodation or dates suitable to you. If this is not possible, all deposit monies paid will be refunded, but no other claim, right or action or demand shall exist in or be made by either party.
Locked out/loss of keys
Guests locked out of premises outside working hours must pay a $50 fee. (This can be taken from your security deposit). If a locksmith is required, the tenant will be responsible for the payment of the locksmith account. 
All holiday properties are rented strictly for residential purposes only. Under no circumstances are functions or alike permitted.
Rates and charges
Rates quoted are in Australian dollars and subject to change at any time. Rates are inclusive of GST. Any verbal quote given is an estimate only, which will be subject to written advice on confirmation of the booking. The price of your accommodation cannot be guaranteed until a written quote has been processed and deposit received. 
Cleaning
We currently provide a Service Clean for those guests staying longer than 7 nights. This clean is scheduled between the hours of 10am – 2pm on the day it is due. Should guests wish to request an additional clean, a cleaning charge will be applied to the Credit Card on file.  
Travel Insurance
We strongly recommend you purchase comprehensive travel insurance. We suggest that the policy should include, but not be limited to, the reimbursement of any monies paid in the event the travel is cancelled, loss or damage to personal baggage and loss of money and medical expenses.
Children at The Sands Resort
Guests under the age of 16 must be accompanied by an adult at all times within The Sands Resort. 

Our properties within The Sands Resort accommodate children and can provide Porta Cots where required at a charge of $25/stay. Guests need to make this request at time of booking to ensure suitable bedding is provided.  

Children must always be accompanied by an adult in the pool area.
Carpark
The Sands Resort has on-site carparking for our holiday guests. We have secure carparking both underground for our beachfront apartments, as well as within The Sands Resort grounds should you be staying in one of our Townhouses or Villas. The underground carpark has a maximum entrance height of 2.1m. All underground carparks have allocated spots for each apartment. Directions will be provided on check in to both the carpark and your accommodation. The Sands Resort is not liable for any loss or damage to a vehicle nor to any property or effects of any persons using the car park, nor for any personal injury suffered by them. 
In strata titled properties, strata by-laws must be always complied with. 
All guests are responsible for keeping the property secure throughout their stay and upon vacating. Any theft or damage due to not securing the property shall be the responsibility of the holiday guest.
Bikes, scooters and skateboards are not permitted to be ridden within the resort grounds. 
The guest agrees to allow the agent and/or appointed tradesperson to enter onto the property at any time to effect or investigate repairs or complaints.
All repairs will be completed as soon as practicable. On public holidays and after hours it may, at times prove difficult to get tradespeople immediately. We will always do everything we can to minimise inconvenience caused but cannot issue partial refunds or give discounts. In the event of a major problem rendering the property uninhabitable, we will make every effort to find alternative, suitable accommodation for you. 
These terms and conditions maybe varied at any time without notice. Always refer to our website for current terms and conditions. A printed copy of terms and conditions can also be obtained from our office.
Any printed, written, or verbal description of the premises by the Agent or an employee will be made in good faith; however, no responsibility for contested description can be accepted.
All bookings are arranged for the dates as shown on your confirmation letter and are taken in good faith by our agency but may be subject to change, as maybe notified by the Owner prior to the commencement of the booking. We cannot accept responsibility for the actions taken by the Owner of the premises outside our control, and we reserve the right to cancel any booking should anything arise. In this event our agency will notify you as soon as possible and endeavour to arrange alternative accommodation if possible or refund monies paid.
Please read these terms and conditions of your holiday letting contract carefully as any departure from these conditions permits the owner or agent to refuse the key, amend the rent or immediately terminate the tenancy. 

a.    All bookings are subject to credit card surcharges and a Windcave Merchant processing fee of $1.00 - American Express: 3.0% - Mastercard: 1.5% - Visa: 1.5%
b.    Linen, pool towels, consumables, Wi-Fi and cleaning surcharges are all part of your accommodation package fees and included in the total rate’

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