The terms and conditions | Hostrelax Property Management

IMPORTANT
1. These terms and conditions apply to all bookings made with Hostrelax Property Management.
2. Please read these terms and conditions carefully.
3. All bookings made via Participating Websites or with Hostrelax Property Management directly are made subject to these terms and conditions and the person making the booking will be deemed to have accepted these Terms and Conditions on behalf of all persons who will be staying at the Participating Property under the booking once any payment is made in relation to the booking.
4. Bookings may also be governed by and subject to additional terms and conditions which are applied by individual Participating Properties. These terms and conditions may relate to items such as payments, deposits and cancellations and are displayed booking. If there is any inconsistency between the Participating Property terms and conditions and these Terms and Conditions, the latter will prevail.
5. If booking via your Travel Agent, the terms and conditions provided by your Travel Agent will apply to your booking and you should ask your Travel Agent for a copy of these terms and conditions.
6. Some Terms and Conditions vary according to the property type or booking type which are displayed at the time of booking. You should ensure that you carefully read the terms and conditions displayed at the time of booking together with these Terms and Conditions to ensure you are aware of all of the Terms and Conditions which apply to your particular booking.
7. Any prices, fees, deposit amounts or charges which are specified or referred to in these terms and conditions are in the same currency as the booking to which they relate.
DEFINITIONS
1. In these Terms and Conditions:
  1. “Best Available Rate” means the best rate available on any given day for a particular Participating Property.
  2. “Child” has the meaning given in clause 21.
  3. “Booking Credit” means credit which may be applied to future accommodation or accommodation package bookings with Hostrelax Property Management subject to clause 12.
  4. “Infant” has the meaning given in clause 21.
  5. “Hostrelax Property Management” means Hostrelax Property Management Pty Ltd trading as Hostrelax.
  6. “Non-refundable Booking” means a booking at any Participating Property which is advertised as a booking that has Booking Conditions that states it is a non-refundable booking.
  7. “PAP Booking” means a booking at any Participating Property which is advertised as a booking that has Booking Conditions that do not require a deposit or prepayment to be made to finalize the booking.
  8. “Participating Properties” means any property associated with Hostrelax Property Management
  9. “Participating Website” means any of the following websites: www.hostrelax.com.au or any website owned by or pertaining to a Participating Property.
  10. “Password” means, if you are a Hostrelax member, your Hostrelax password.
  11. “Standard Booking” means a booking at any Participating Property other than a PAP Booking, or Non-refundable Booking.
  12. “You” and “Your” mean the person who is making the booking.
  13. “Username” means, if you are a Hostrelax member, your Hostrelax username.
PHOTOGRAPHIC IDENTIFICATION
1. If bookings are made via www. hostrelax.com.au or with Hostrelax Property Management direct by calling, photographic identification is required before check-in if bookings are paid by credit card. The name on the credit card must match the photographic identification.
2. If bookings are made via Participating Websites other than above mentioned, you may be asked to provide photographic identification before check-in.
3. If you are unable to provide such identification your booking may be cancelled and you may be liable to pay Hostrelax Property Management an amount equal to the full booking amount plus any other costs incurred by Hostrelax Property Management in connection with the booking. Accordingly, any pre-payment you have made in relation to the booking will be forfeited to Hostrelax Property Management under this term.
4. As per our Privacy Policy, any personal information contained on the collected identification will not be on-sold and will be securely stored and carefully disposed of at the end of its usefulness.
HOW TO BOOK / QUOTES AND RESERVATIONS
1. Bookings can be made online via any of the Participating Websites or with Hostrelax Property Management direct by calling Central Reservations on 1300 955 787 or + 61 406 157 628 if calling from overseas.
2. Bookings are subject to the availability and applicable pricing of the relevant Participating Property at the time of the booking and some conditions and/exclusions may apply including but not limited to minimum stay requirements.
3. Any quote given is an estimate only of price and the price will only be confirmed once a payment is made on the booking and you receive written advice from Hostrelax Property Management that the payment has been received and the booking has been confirmed.
4. Any confirmed price is subject to change if:
  1. a payment which is due on a booking is not received by Hostrelax Property Management by the date the payment is due; or
  2. there is a change in or imposition of a government charge, tax or levy which entitles or necessitates Hostrelax Property Management changing the price of your booking.
  3. any details relating to your booking are amended, for example your dates of stay, your room type or the number of persons staying under your booking, in which case clause 9 will apply.
5. If the price of a booking is changed under clause 4.4 you may pay the new price for your booking or cancel your booking and receive a full refund.
6. If you reasonably believe a written confirmation or invoice which has been provided to you is incorrect, you can request that Hostrelax Property Management reissue that written confirmation or invoice and you may either pay the amount specified on the reissued written confirmation or invoice by the date which it is specified as being due, or cancel your booking.
7. If you make a booking via a Participating Website you can view details of your booking under the ‘My Bookings’ area once you access the Participating Website using the login details you created when you made the booking.
PAYMENT
1. Payments may be made by Visa, Mastercard and allow 7 days transaction time.
2. If payment is not made for your booking by the time shown in the conditions displayed at the time of booking, then you authorize Hostrelax Property Management to charge the credit card used to confirm your booking be charged for the outstanding amount of your booking.
3. A non-refundable card surcharge 3% will apply to payments made by Visa, Mastercard. Fees will apply to payments made by PayPal. The surcharge applied to these cards may vary and is displayed at the time payment for the booking is to be made. No surcharge will be applied to payment made using internet banking.
4. Hostrelax Property Management accepts no responsibility for monies paid by you to a travel agency until cleared funds are received in the bank account of Hostrelax Property Management.
DEPOSIT AND FINAL PAYMENT
1. For bookings details of a valid credit card must be entered to confirm your booking.
2. If booking is made up to 14 days prior to arrival, at least 10% deposit is required within 48 hours to confirm your booking. At least 50% deposit is required within 14 days prior to arrival. Balance to be paid 7 days prior to arrival.
3. If booking is made within 14 days prior to arrival, but up to 7 days before arrival, at least 50% deposit is required within 48 hours to confirm your booking. Balance to be paid 7 days prior to arrival.
4. If booking is made within 7 days prior to arrival, full payment is required within 12 hours to confirm your booking.
5. Full payment must be received in accordance with the conditions for payment 7 days prior to arrival. If payment is not made 7 days prior to arrival, full payment (or the remaining portion if part payment has been made) will be charged and you authorize Hostrelax Property Management to charge, the credit card entered at the time of booking.
6. If any deposit or final payment is not received 7 days prior to arrival, Hostrelax Property Management reserves the right to cancel the booking.
RATES AND CHARGES
1. The currency applicable to any quoted rates will be specified with the quoted rate. All quoted rates are subject to change at any time until full payment is received.
2. Quoted rates are inclusive of all compulsory government or regulatory charges and taxes (for example GST) where applicable.
3. Quoted rates do not include transport to or from the Participating Property or items of a personal nature including but not limited to laundry, telephone, taxis, room service, meals or transfers, airport taxes, unless otherwise indicated.
4. Quoted rates do not include daily housekeeping including but not limited to cleanings, toiletries refills, linens changes, unless otherwise indicated. Daily housekeeping can be required with extra fees applied.
5. If you have been quoted a rate that includes meals and or transport you should contact the relevant Participating Property directly to obtain details of these inclusions.
6. Some rates which are quoted are valid only for a minimum number of nights and if the number of nights included in your booking changes the rate may also change.
7. For information on rates for Children, Infants and extra persons, please refer to clauses 21 and 22.
8. Please visit the relevant Participating Property website or contact that Participating Property direct for further information on specific inclusions and exclusions.
REFUNDS
1. Any amount paid by you to Hostrelax Property Management for your booking (including deposits) shall be dealt with as stated in the conditions displayed at the time of booking and these Terms and Conditions.
AMENDMENTS
1. All amendments are subject to the availability and applicable pricing of the relevant Participating Property at the time the amendment is requested.
2. The conditions applying to amendments for bookings will be displayed at the time of booking.
3. For all Bookings, amendments may be requested in the following manner:
  1. Up to 14 days prior to your scheduled check-in time: via a Participating Website or via our Central Reservation service by calling 1300 955 787.
  2. Within 7 days of your scheduled check-in time: we do not accept any amendments or change on your existing bookings.
4. If the rate which applies to an amended booking is greater than the rate which applied to the original booking, you must pay the difference along with any amendment fee in full at the time the amendment is approved.
CANCELLATION
1. The conditions applying to the cancellation of your booking will be displayed at the time of booking.
2. Any cancellation fees payable by you will be deducted from any monies paid by you to Hostrelax Property Management and if insufficient funds are available or if your booking is a PAP Booking, Hostrelax Property Management may charge, and you authorize Hostrelax Property Management to charge, the credit card the details of which you provided at the time of making your booking.
3. Any surcharge applied to credit cards at the time payment for the booking is made will not be refunded.
4. Free of charge cancellation up to 14 days prior to arrival.
5. If cancelled within 14 days prior to arrival, but up to 7 days before arrival: 50% of accommodation rates will be forfeited and processed as a cancellation fee.
6. If cancelled within 7 days prior to arrival: 100% of accommodation rates will be forfeited and processed as a cancellation fee.
NO-SHOWS OR TERMINATIONS
1. If you do not show up for your booking or terminate your booking early after you have checked in you will be charged a 100% cancellation fee and will be required to pay to Hostrelax Property Management the full amount of your booking less any amount which you have already paid.
2. For PAP Booking, Hostrelax Property Management may charge, and you authorize Hostrelax Property Management to charge, the credit card the details of which you provided at the time of making your booking.
DISCOUNT CODE AND PROMOTION
1. Discount codes and promotions are subject to to all restrictions set forth in the offer. Hostrelax has the right to cancel or change any promotion at any time without notice and in its sole discretion.
2. Discount codes and Promotions are not valid for cash or cash equivalent. Promotions cannot be applied to previous purchases nor combined with any other offers or discounts .
3. Hostrelax reserves the right of final interpretation for all the promotions.
BOOKING CREDIT
1. If you have been issued with Booking Credit to be applied to future accommodation or accommodation package bookings with Hostrelax Property Management such credit will remain valid for twelve months from the day the booking is cancelled.
2. Booking Credit may only be used to pay for bookings at Participating Properties located within the same currency jurisdiction as the cancelled or refunded booking which generated the Booking Credits.
3. Booking Credit may only be used to pay for the accommodation portion of your booking and may not be used for non-accommodation items such as restaurants, car parking, transfers, laundry, telephone, spa services, tours or taxes not included in accommodation rates.
4. To redeem Booking Credit, you must make your booking via Hostrelax Property Management Central Reservations by calling 1300 955 787.
5. Any stay to be fully or partly paid for using Booking Credit must be booked and paid for in full prior to the expiry of the 12-month validity period.
6. Any Booking Credit not redeemed at the expiry of the 12-month validity date will be forfeited in its entirety to Hostrelax Property Management.
7. Administration fees may apply to bookings made using Booking Credit.
CHECKIN
1. Standard check-in time is 3:00pm but times may vary for particular Participating Properties and you should confirm the check-in time with the relevant Participating Property prior to your scheduled check-in day.
2. If you wish to guarantee your ability to check-in prior to 3:00pm you must book an additional night stay and pay the applicable rate for that additional night.
CHECK-OUT: STANDARD
1. Standard check-out time is 10:00am but times may vary for particular Participating Properties and you should confirm the check-out time with the relevant Participating Property prior to your scheduled check-out day.
LATE CHECK-OUT
1. If you wish to check-out later than the standard check-out time you must obtain approval from property management at least 12 hours prior to your scheduled check-out time.
2. Property management may approve a request for late check-out in their absolute discretion.
3. If you check-out after 10:00am the following additional charges will be applied to your account and will be payable by you on check-out:
  1. if you check-out between 10:00am and 3:00pm a surcharge of $100.00; or
  2. if you check-out after 3:00pm a charge equivalent to the fully daily rate which applies to your booking.
SECURITY DEPOSITS
1. You must provide a credit card authorization before you check-in and for a PAP Booking you must make full payment for your booking at that time.
2. The authorization may be used to cover incidental items including but not limited to telephone charges, security bond or deposit for any breakages or damage incurred during your stay or cleaning charges in excess of the normal level of cleaning.
3. The pre-authorization process validates your credit card, and protects both the cardholder and merchant from increasing fraud incidents.
4. The pre-authorized amount is set aside by the card issuer for a period of up to 14 days from the date of pre-authorization and the pre-authorization will affect your available funds balance or spending limit. For more information on this practice please contact your card issuer.
5. Once a pre-authorization has been made, Hostrelax Property Management cannot release, remove or lower the authorized amount, until we process the final account on departure. This is a restriction imposed by the card issuer, and cannot be negotiated.
6. Where a credit card is not available a minimum $200.00 internet banking transfer deposit will be required before check-in. (The actual amount required may be higher at some Participating Properties)
ROOM ALLOCATION
1. In the unlikely event that Hostrelax Property Management cannot provide accommodation at the Participating Property for which you have booked, Hostrelax Property Management will at no additional expense to you relocate you into an alternative property which in the reasonable opinion of Hostrelax Property Management is of comparable quality and in a comparable location.
2. If a property of comparable quality in a comparable location is not available, Hostrelax Property Management may relocate you to a property of less comparable quality or less comparable location in which case Hostrelax Property Management will pay you an amount which it reasonably believes represents the difference between the rate payable for the alternate property and the rate paid by you for the Participating Property at which you had booked.
3. Should you wish to be relocated to an alternative property other than the property chosen by Hostrelax Property Management under this term, you will be required to pay any difference in price between the Hostrelax Property Management’s choice of property and your chosen property.
4. If you and Hostrelax Property Management cannot agree on an alternative property under this clause then you may request Hostrelax Property Management cancel your booking and issue you with a Booking Credit for the full amount of that booking less any amounts which you owe to Hostrelax Property Management.
5. If you and Hostrelax Property Management cannot agree on an alternative property under this clause and you do not wish to be issued a Booking Credit then you may request that Hostrelax Property Management cancel your booking and provide you with a refund for the full amount of that booking less any amounts which you owe to Hostrelax Property Management.
HOTEL AND APARTMENT SERVICING
1. All bookings do not include room servicing or may include a daily or weekly room servicing depending on the rate which has been quoted and you should confirm at the time of your booking whether your booking includes room servicing.
CHILD POLICY
1. For the purposes of this clause “Child” or “Children” means a person or persons aged between 2 years and 11 years; “Infant” means a person under the age of 2 years; and “Adult” means a person aged over 18 years. All ages will be determined from the date at which accommodation commenced.
2. Subject to sub paragraph 21.4, Children and Infants sharing a room with their parents or guardians may do so free of change if using existing beds and linen and not exceeding the maximum occupancy for the given room type.
3. Children and Infants may not stay in any room without an Adult.
4. Additional charges will apply if extra beds or linen (including rollaways, sofa beds or cots) are required. These are charged at the extra person rate. Extra person rates will be charged on a Room Only basis, unless otherwise stated.
EXTRA PERSON POLICY
1. Persons aged over 12 years will be charged Extra Person rates for each person staying in a room which exceeds the maximum occupancy for the room type, or where extra beds or linen are required.
2. Extra person room rates will be charged on a Room Only basis, unless otherwise stated.
FACILITIES AND SERVICES
1. Whilst care is taken to ensure that the description of facilities and services of the Hostrelax Property Management is accurate, these are continually being changed, upgraded, and on occasion taken out of service and if any feature/facility is essential to you in choosing a particular property, it is your responsibility to confirm with the property prior to making your booking that the feature/facility will be available during your stay.
2. To the extent permitted by law Hostrelax Property Management is not liable for omissions, errors or changes to the facilities and services at a property, whether temporary or permanent.
3. Accommodation facilities listed may not apply to all room types.
SPECIAL REQUESTS
1. Whilst Hostrelax Property Management attempts to satisfy all special requests, Hostrelax Property Management does not guarantee that special requests can be accommodated.
MAPS AND IMAGES
1. Map images, if shown, are for general information and may not necessarily reflect actual routings, locations or services provided.
2. Destination shots may have been supplied to Hostrelax Property Management by third parties and Hostrelax Property Management does not guarantee the accuracy of any destination shots.
3. Photos and floor plans are indicative only. Actual rooms occupied may vary in decor and inclusions from those shown.
TRAVEL INSURANCE
1. Hostrelax Property Management strongly recommends that at the time of booking you purchase comprehensive travel insurance to cover items including but not limited to: loss of booking amount through cancellation, loss or damage to personal baggage, loss of money and medical expenses.
UNACCOMPANIED MINORS
1. All guests under the age of 18 must be accompanied by a responsible adult such as a parent, stepparent, guardian or other adult who has parental rights and responsibilities for the under 18-year-old guest.
2. If a guest is found to be a person under the age of 18 who is not accompanied by a responsible adult Hostrelax Property Management may immediately cancel the guest’s booking and the full booking amount will be forfeited to Hostrelax Property Management under this clause.
THIRD PARTY PRODUCTS AND SERVICES
1. Third party products or services are sometimes sold together with accommodation provided by Hostrelax Property Management. In such circumstances the third party is entirely responsible for supplying the products or services to you and any involvement Hostrelax Property Management has in facilitating your booking with the third party is as the third party’s agent. Hostrelax Property Management is in no way the supplier of the products and services and to the extent permitted by law Hostrelax Property Management is not liable for any failure by the third party to provide the products or services, nor for any act, error, omission, default or negligence of the third party.
2. All third-party coupons, vouchers, receipts and tickets are issued subject to the terms and conditions specified by those third parties.
3. Hostrelax Property Management does not warrant the accuracy of any information, statements or representations made by third parties
RELEASE, INDEMNITY AND PROPORTIONATE LIABILITY
1. To the extent permitted by the law, you agree to release, indemnify and hold harmless, Hostrelax Property Management and its current and former officers, employees, contractors, sub-contractors/consultants (including their respective employees and contractors) and agents against, from and in respect of all expenses, costs, liabilities, claims, actions, proceedings, damages, judgments and losses of any kind whatsoever (including but not limited to consequential and economic losses, property loss/damage and damages for injury, including personal injury and death) arising out of, caused by, attributable to or resulting from your booking or your stay at the relevant Participating Property except to the extent such expense, cost, liability, claim, action, proceeding, damage, judgment or loss arose out of, was caused by, attributable to or resulted from Hostrelax Property Management’s negligence, wrongful act/omission or breach of these terms and conditions.
2. To the extent permitted by law the aggregate of Hostrelax Property Management’s liability to you is limited to an amount not exceeding the amount paid by you for your booking.
3. Each indemnity in these terms and conditions is a continuing and independent obligation and survives the termination or expiry of these terms and conditions.
CONSUMER LAW
1. To the extent permitted by law, all conditions, warranties, guarantees, rights, remedies, liabilities and other terms implied or conferred by statute, custom or the general law that impose any liability or obligation on Hostrelax Property Management are excluded under these Terms and Conditions.
2. Nothing contained in these Terms and Conditions excludes, restricts or modifies the application of any provision, the exercise of any right or remedy, or the imposition of any liability under the Australian Consumer Law or under any international consumer protection legislation, provided that, to the extent that such law permits Hostrelax Property Management to limit its liability, then Hostrelax Property Management’s liability is limited to:
  1. in the case of services, supplying the services again or payment of the cost of having the services supplied again; and
  2. in the case of goods, replacing the goods, supplying equivalent goods or repairing the goods, or payment of the cost of replacing the goods, supplying equivalent goods or having the goods repaired.
EVENTS BEYOND CONTROL
1. Hostrelax Property Management is not responsible for any loss arising out of any occurrences or conditions beyond its control, including but not limited to acts of terrorism, act of God, defects in vehicles, war, strikes, theft, delay, cancellation, civil disorder, disaster, Government regulations or changes in itinerary or schedule.
2. All travel documents, observance of laws and government regulations are your responsibility.
USE OF INFORMATION
1. You consent and authorize Hostrelax Property Management and the relevant Participating Property to collect, use and disclose your personal information for the purposes of administering your booking and providing you with any services associated with your booking.
2. You consent to information which you have provided to Hostrelax Property Management or the relevant Participating Property as part of your booking being used by Hostrelax Property Management, the relevant Participating Property or any of their related bodies corporate for the purpose of informing you about offers and promotions which relate Hostrelax Property Management, Hostrelax Property Management’s related bodies corporate or Participating Properties.
3. Hostrelax Property Management will not provide or disclose any information you have provided to Hostrelax Property Management or the relevant Participating Property to any person other than a related body corporate without your prior written consent.
4. Upon request by you and to the extent permitted or required by law, Hostrelax Property Management will provide you with access to and/or the ability to correct your personal information however only the person who made the booking will be entitled to access and/or correct personal information pertaining to that booking.
5. For more information, please refer to the Privacy Policy on the website of the relevant Participating Property.
GENERAL
1. The Terms and Conditions are governed by and will be construed in accordance with the laws of the State of Queensland, Australia.
2. If part or all of any clause of these Terms and Conditions is illegal, invalid or unenforceable then it will be read down to the extent necessary to ensure that it is not illegal, invalid or unenforceable, but if that is not possible, it will be severed from these Terms and Conditions and the remaining provisions of these Terms and Conditions will continue to have full force and effect.