Frequently Asked Questions

What are our opening times?

Monday – Friday 8:45am – 5:00pm
Saturday (Dec - Feb) 9:00am – 4:00pm
Saturday (March – November) 10:00am – 3:00pm
Sunday Closed

How can I contact office staff?

During office hours on 08 8558 3050
After office hours on 0439 890 124 or 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.

 

What time is check out? (What if I want to stay later?) 

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 check out is

possible. (Definately NO late check outs during our peak periods).

 

Key Collection

Keys are to be collected from our Ray White Normanville office which is located at (67 Main Street, Normanville SA 5204).

We are open until 5:00pm on week days, 3pm on Saturdays (off peak),4pm on Saturdays (peak)

closed on Sundays.

 

After Hour Key Collection & Weekend Key Collection

If you are arriving outside of office hours, please let us know so that we can arrange for your keys to be collected at the following location:
‘Diva Dee Dvd Shop’ (opposite the bakery) located at 50 Main Street, Normanville which closes at 8pm.

 

Where do I return the Keys?

All Key are to be returned to our office at 67 Main Street, Normanville SA 5204 as per directions on your key pack, unless otherwise directed.

 

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

What is the difference between Bedding & Linen for Fleurieu Accommodation Properties?

Bedding:

Mattress protectors, quilts with quilt covers & pillows.

Linen:

Sheets (top & bottom), pillow cases & towels.

All properties supply Bedding which is the following:
Mattress protectors, quilts, quilt covers & pillows.

Only some of our properties come complete with sheets, pillow cases & towels (this will be stated on our website against each of those properties that supply linen).

We ask guests to supply their own (for houses that dont supply linen) OR we can hire linen on guest’s behalf and have beds made up prior to arrival.

The hired linen will consist of:
Top & bottom sheets, pillow cases, bath towels, hand towels, face washers, bath mats & t-towels.
This is a cost of $35.00 per bed.

 

What do I need to bring?

Linen (if not provided or requested to hire)

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

However you will need to supply additional kitchen & bathroom supplies for the duration of your stay.

 

BBQ GAS

Each property will have a BBQ with a gas bottle, you can either bring your own gas bottle or top up the properties gas bottle if empty upon arrival or during your stay, 2 local businesses offer gas supply locally.

 

Rebooking

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 months 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 (2.5% surcharge for all cards)

 

My booking says deposit due in 24 hours, can I still do a direct deposit?

Absolutely, just send us an email to holiday.rentals@raywhite.com 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 2.5% 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.

A minimum bond of $250.00 is required for each reservation

 

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 on the 1st of March every year, repeat guests have the ability to reserve a property a year in advanced for the same dates.

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 charge a large bond.

 

On arrival we recommend you check that the power and hot water is 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.