Frequently Asked Questions

These are some of our frequently asked questions:

What are our opening times?

Monday – Friday: 8:45am – 5:00pm
Saturday: 9:00am – 4:00pm (high season)
Saturday: Closed
Sunday: Closed

How can I contact office staff?

During office hours on 08 8558 3050
Emergency after office hours on 0404 118 670

What time can I check into my accommodation?

Check-in is from 3:00pm on the day of your arrival. No early arrivals during our peak period will be granted. Should you require an early arrival off peak please call our office the day prior to your arrival date for confirmation.

Check-out is strictly 10:00am. We know how hard it is to leave! But we usually have guests starting their holiday the same day you are finishing yours, so our housekeepers need every minute possible to do their job. Pop in or call us during your stay and we will let you know if a later checkout is possible. (Definitely NO late checkouts during our peak periods).

Key Collection

You can collect your keys from our office at 67 Main South Road, Normanville from 3pm on the day of your arrival from our key safe located on the side of the Ray White building. (you will receive details via text and or email with safe access information the morning of your arrival)  

Where do I return the Keys?

Please return the keys in the silver key shoot located to the left of the yellow Ray White office front door.

Are pets allowed in our property?

NO Pets are allowed at our properties unless approved by the agent prior to arrival. If you do bring an unauthorised pet into the property you will be evicted and forfeit the right to any refund.

For approved pets, we ask that your pet remains outside and that you leave no trace behind. Excess cleaning or damages will be charged against your security bond.

Bedding & Linen

All duvets, duvet covers, mattress protectors and pillows are provided.

Unless stated otherwise, the sheets and towels are not provided. Guests must supply their own, or hire linen packages through our Ray White Normanville office for $40 per bed, prior ordering is essential.

What do I need to bring?

Linen (if not provided).

kitchen & bathroom supplies.

Most properties will have supplies to get you through the first couple of nights, including toilet paper, garbage bags, dishwashing liquid, washing powder etc.

Although most properties may have basic pantry items such as cooking oil and salt & pepper, this is not something that is monitored and we encourage guests to bring these types of this with them.


Your rebooking request must be made with our office either during your stay or upon your departure date. You will be granted first option to rebook this property for the same dates next year if your previous occupancy has been satisfactory (according to our Terms & Conditions).

Lost Property

Lost property is kept for a maximum of 2 weeks and will then be donated to charity. Please ensure you take all items home with you.

What methods of Payment do you take?

We take Cheque, Direct deposits & visa/master card payments (1.5% surcharge for all cards)

We take Cheque, Direct deposits & visa/master card payments (1.5% surcharge for all cards)

Absolutely, just send us an email to to let us know you are making a direct deposit, or if doing it online, you can send a payment receipt.

We will have a receipt sent out to you via email as soon as funds clear our account.

Can I make card payment over the phone or via email?

Yes – but be aware all card payments incur a 1.5% merchant surcharge fee.

Why does my booking cost $X when it says $Y?

You may find you are looking at the ‘from’ rate or rates on another re-seller. These prices do not reflect the additional cleaning and booking fees. Please use the calendar to get an accurate price.

Prices depend on the season and whether it’s a weekday or weekend.

What are cleaning fees and do I still have to clean?

After each booking, the properties are professionally cleaned, your check-in documents will mention what cleaning is required on your behalf.

For the comfort of future guests, please leave the property in a clean and tidy state, rubbish removed and bins out, dishes put away and BBQ cleaned etc.

What happens if the property is untidy when I arrive?

If the property is genuinely untidy and uncleaned we will make every effort to rectify and have a cleaner sent out.

We make every effort to ensure the property is up to standard before your stay, and we want you to relax and enjoy.

Unfortunately, as we are located in a seaside/rural location we cannot control some insects entering a property.

What is the Bond?

The bond is our security against any damages done to the property during your stay, and any cleaning required above those laid out in the terms and conditions.

This is refundable providing the conditions of your stay are met. Not all of our properties ask for a bond.

When and how does my bond get Refunded?

The property is inspected after you vacate and your bond is released back into your bank provided you have given us your bank account details between 10 – 14 days after you vacate.

In the event a bond claim was made, we will make every effort to process it swiftly, but can take up to a month. We will contact you, and may require additional details.

How can I avoid a bond claim?

Leave the property clean and tidy after you vacate, ensure the BBQ is cleaned and all rubbish is removed from the house.

Bring your own sheets/linen to keep the quilt covers and mattress protectors clean.

Clean up after any pets if your property is pet friendly!

Unfortunately accidents do occur and we understand, depending on the item and cost, it may need to be covered by your bond, please let our office know as soon as possible during business hours of any breakages, you are welcome to source a replacement for small items.

Your calendar shows Christmas booked out already, are there any vacancies?

Our Christmas calendar is open to the public at the end of January every year, repeat guests have the ability to reserve a property a year in advance for the same dates post checking out.

To ensure your Christmas property is available be sure to book as early as practicable.

Schoolies and Hens/Bucks Weekends

We have very strict policies set in place in relation to Schoolies and Hens/Bucks party weekends.

Some of our properties may be available for booking depending on circumstances.

If we consider a booking, you will be asked to provided photo ID of all guests wishing to attend & you will be charged a large bond.

On arrival we recommend you check that the power and hot water are switched on in

the meter box. We will always try to ensure this is switched on for your arrival, but on

the chance this has been switched off without our knowledge, we recommended you

double-check on your arrival.