Guest guide
Clear expectations make for an easier stay.
Everything to know about reservation timing, cancellations, refunds, arrival, departure, and caring for the residence.
These standard terms apply unless a different arrangement is included in your written confirmation. Please review them before making a payment.
Check-in
From 2:00 PM
Early arrival is subject to prior approval and availability.
Check-out
By 12:00 PM
Late departure must be arranged in advance and may attract a fee.
Occupancy
Registered guests only
Visitors and additional overnight guests require prior approval.
Quiet hours
10:00 PM–7:00 AM
Please protect the comfort and privacy of neighbouring residents.
Reservation status
A request is not a confirmed booking.
The 10-minute window
The temporary window begins when your reservation request is created. During those ten minutes, the selected dates are held from new requests.
When the window ends
The temporary hold is released and the dates become available again. You may still transfer and submit proof, but availability is no longer assured.
The true date lock
Only an admin confirmation creates a final lock. Payment proof alone does not guarantee the dates, including when it was submitted inside the ten-minute window.
If the dates are no longer available
If we cannot confirm the requested dates, payments received for that request will be refunded in full or moved to new dates with your agreement.
Cancellations and refunds
Our standard cancellation schedule.
Before admin confirmation
Full refund
A payment submission is not a confirmed booking. If you cancel before the admin confirms your dates, accommodation payments received will be returned in full.
7 or more days before check-in
Full accommodation refund
Confirmed reservations cancelled at least seven full days before check-in are eligible for a full accommodation refund.
3–6 days before check-in
50% accommodation refund
Confirmed reservations cancelled between three and six full days before check-in are eligible for a 50% accommodation refund.
Less than 72 hours or no-show
Non-refundable
Accommodation charges are non-refundable for late cancellations, no-shows, or unused nights after check-in.
How refunds are handled
Approved refunds are normally initiated within 5–10 business days after we receive the correct repayment details. Your bank may take additional time to credit the funds.
Exceptional circumstances
We review serious emergencies and service interruptions fairly. Any exception, credit, or date move must be confirmed in writing by the admin team.
House rules.
The residences sit within lived-in communities. These rules protect guests, neighbours, staff, and the homes themselves.
No smoking or vaping inside the residence. Any specialist cleaning or damage caused may be deducted from the caution fee.
No parties, events, commercial shoots, or disruptive gatherings without prior written approval.
Only registered guests may stay overnight. Do not exceed the confirmed occupancy or share access codes, keys, or entry credentials.
Pets are only permitted where written approval has been given before arrival.
Respect quiet hours, neighbours, estate rules, shared areas, parking instructions, and on-site security guidance.
Illegal activity, dangerous conduct, weapons, and open flames are not permitted in the residence.
Please report damage, breakage, maintenance concerns, or lost access items promptly rather than attempting repairs.
Furniture, electronics, artwork, linens, and household items must remain in the residence and be used with reasonable care.
During your stay
Practical information.
Arrival and identity
Arrival instructions are shared after confirmation. The primary guest may be asked to present a valid government-issued ID at check-in, and must be present unless another arrangement is approved in writing.
Early arrival and late departure
Requests should be made at least 24 hours in advance. Approval depends on neighbouring reservations and cleaning schedules, and an additional charge may apply.
Caution fee and damages
Any refundable caution fee is held separately from accommodation charges. After checkout and inspection, it is normally returned within two business days, less any documented cost for damage, missing items, exceptional cleaning, or lost access devices.
Utilities and maintenance
Please contact the host promptly if a utility, appliance, or service needs attention. Reasonable access may be required for urgent maintenance, with notice whenever circumstances allow.
Personal belongings
Guests are responsible for securing valuables and checking the residence before departure. We will make reasonable efforts to help recover forgotten items, but collection or delivery costs remain the guest’s responsibility.
Extensions and date changes
Extra nights and date changes are subject to availability and written approval. Until approved and paid for, the original confirmed checkout time remains in effect.
Need clarification?
Ask before you reserve.
If your plans involve extra visitors, an event, a pet, an unusual arrival time, or another special request, contact us before making payment so we can confirm what is possible.