Holiday Mooloolaba Guest Terms & Conditions

Welcome

Thank you for choosing Holiday Mooloolaba.

These Terms & Conditions explain the main conditions that apply to your booking and stay.

Your booking confirmation may include additional terms specific to your property, rate, booking channel or stay. Please read those details together with these Terms.

If you need help before or during your stay, please contact the Holiday Mooloolaba team.

1. Who we are

Holiday Mooloolaba is owned by Trova Pty Ltd.

Trova Pty Ltd may provide booking, distribution, digital commerce, payment and settlement administration, technology and related platform services in connection with your reservation.

Where applicable, Alloggio Management Pty Ltd may manage the accommodation on behalf of the relevant property owner or accommodation provider.

The accommodation itself is supplied by the relevant property owner or accommodation provider identified through the booking terms.

Your booking may therefore involve more than one entity.

2. Making a booking

Bookings may be made online or through our reservations team.

All bookings are subject to:

  • availability

  • the rate available at the time of booking

  • these Terms

  • any property-specific conditions disclosed before booking.

The person making the booking must be at least 21 years old.

A booking is confirmed when:

  • we have accepted the reservation

  • the required payment has been received

  • written confirmation has been issued.

The booking guest is responsible for everyone included in the reservation.

3. Your booking price

Your total booking price may include:

  • accommodation charges

  • cleaning or property-specific charges

  • Booking Service Fees, Traveller Service Fees or Guest Service Fees

  • digital, technology, platform or distribution-related charges

  • protection-related charges

  • optional extras

  • taxes or levies

  • other charges disclosed before booking.

Not every charge applies to every booking.

Any mandatory or unavoidable charge that can be calculated when the price is displayed will be included in the minimum total price shown before you complete the booking.

4. Booking fee and Booking Service Fee

Where a fixed booking fee applies, it will be disclosed before you complete the reservation.

Where a Booking Service Fee applies of 2%, it contributes to the systems, administration and services used to facilitate, administer and fulfil the reservation.

These may include:

  • booking administration

  • reservation systems

  • payment and settlement administration

  • reconciliation

  • guest communications

  • distribution and technology services

  • fraud prevention and transaction security.

Where applicable, it applies irrespective of the payment method selected.

5. Payment

Unless different terms are shown before booking:

  • a deposit of 30% of the total accommodation value is required to secure the booking

  • the remaining balance is due 30 days before check-in

  • bookings made within 30 days of arrival require full payment at the time of booking.

If payment is not received when due, we may cancel the booking and make the property available for another reservation.

Card payments

Payment may be made using a payment method accepted by us.

We do not impose a separate surcharge because you choose to pay using a credit card or debit card where such a surcharge is prohibited by applicable law or payment network rules.

Your bank or card provider may separately charge foreign transaction, currency conversion or similar fees. Those charges are outside our control.

Diners Club is not accepted.

6. Cancellations and refunds

Your booking is subject to the cancellation policy disclosed at the time of booking.

Unless different terms apply:

More than 30 days before arrival

If you cancel more than 30 days before arrival, the deposit paid may be retained in accordance with the booking conditions.

Within 30 days of arrival

Bookings cancelled within 30 days of arrival are generally non-refundable, except where a refund is required by law.

No-shows and early departure

Refunds are generally not available for:

  • no-shows

  • unused nights

  • early departure

  • personal changes of plan.

Nothing in these Terms removes rights that cannot lawfully be excluded under Australian Consumer Law.

7. Events and sporting programs

If you book accommodation to attend an event, concert, sporting program or other activity, your accommodation booking remains separate from that event.

If the event is cancelled, postponed or changed, the normal cancellation conditions for your accommodation will continue to apply unless otherwise required by law.

8. Guest registration and verification

Before arrival, you may be required to provide:

  • guest registration

  • government-issued photo identification

  • payment verification

  • age verification

  • guest names and contact information

  • vehicle details

  • acceptance of property or building rules.

Access may be delayed or refused where required information is not provided and this is reasonably necessary.

9. Security deposit and pre-authorisation

Before receiving access to the property, you may be required to provide a security deposit or card pre-authorisation.

The amount may vary depending on the property and will be disclosed before or during the booking process.

A pre-authorisation temporarily reduces your available card balance but is not a charge unless an amount becomes properly payable under these Terms.

The time taken for a released pre-authorisation to become available again is controlled by your card issuer.

10. Check-in and check-out

Unless otherwise stated:

  • check-in is from 2.00 pm

  • check-out is by 10.00 am.

Early check-in or late check-out may be available by prior agreement and subject to availability.

After-hours arrivals may require use of a secure key collection process.

11. Guests, visitors and occupancy

The property may only be occupied by the number of guests approved for the booking.

Unless approved in writing:

  • additional overnight guests are not permitted

  • visitors may be restricted

  • the property must not be overcrowded

  • the property must not be used for events or gatherings.

The booking guest is responsible for the conduct of all guests, visitors and invitees connected with the booking.

12. Parties, events and schoolies

Our properties are provided for short-stay residential accommodation.

The following are not permitted unless expressly approved:

  • parties

  • functions

  • weddings

  • schoolies or school-leaver bookings

  • large gatherings

  • commercial events.

Serious breaches may result in termination of the stay, subject to applicable law.

Reasonable costs directly arising from a breach may be recovered where legally permitted.

13. Noise and behaviour

Guests must respect neighbours and the surrounding community.

Excessive noise, anti-social behaviour, abuse, threats or unsafe conduct are not permitted.

Quiet hours are generally between 10.00 pm and 7.00 am.

Reasonable security or call-out costs directly arising from a guest breach may be charged where legally recoverable.

14. Property access

We or an authorised representative may enter the property:

  • immediately in an emergency

  • where reasonably necessary to protect people or property

  • to perform urgent repairs

  • to meet legal obligations.

For non-emergency access, reasonable notice will be provided where practicable.

15. Property descriptions

We take reasonable care to ensure property information and photographs are accurate.

Properties may change over time because of:

  • maintenance

  • replacement of furniture or appliances

  • owner changes

  • normal wear and tear.

If a particular feature is essential to your stay, please confirm it with us before booking.

Minor or non-material differences do not automatically create a right to a refund, subject to Australian Consumer Law.

16. Maintenance and unavailable amenities

If we become aware before arrival that an important facility will not be available, we will notify you where reasonably practicable.

If an item stops working during your stay, please tell us promptly so we can arrange assistance.

Any refund, compensation or relocation will be assessed having regard to:

  • the nature of the issue

  • its impact on the stay

  • what steps can reasonably be taken to address it

  • your rights under applicable law.

17. Pools, balconies and safety

Guests must use balconies, pools and other facilities safely.

Children and vulnerable guests must be appropriately supervised.

Do not:

  • climb or sit on balcony railings

  • throw objects from balconies

  • use facilities in an unsafe manner

  • engage in conduct that could endanger another person.

18. Pets

Pets are only permitted where the property is identified as pet friendly and approval has been given where required.

Guests remain responsible for reasonable costs arising from:

  • pet-related damage

  • excess cleaning

  • pest treatment

  • nuisance.

Assistance animals will be considered in accordance with applicable anti-discrimination and disability laws.

19. Cleaning, rubbish and BBQs

Please leave the property reasonably clean and tidy.

Additional charges may apply where reasonable additional cleaning is required because of:

  • excess rubbish

  • unwashed dishes

  • heavily soiled areas

  • an unclean BBQ

  • other unreasonable cleaning requirements.

Any charge should reflect the reasonable cost of the additional work required.

20. Damage, keys and lockouts

You are responsible for reasonable loss or damage caused by you, your guests or visitors, excluding fair wear and tear.

This may include:

  • property damage

  • lost keys

  • lost remotes or fobs

  • locksmith attendance

  • re-keying

  • replacement locks

  • reasonable repair or replacement costs.

Where fixed replacement prices are used, they should reflect the reasonable expected cost of replacement or service.

21. Lost property

If you leave an item behind, contact us as soon as possible.

We may hold found items for up to 30 days.

Reasonable postage, courier or staff retrieval costs may apply where you ask us to return an item.

Perishable items may be disposed of immediately.

22. If the property becomes unavailable

If the property becomes unavailable because of:

  • sale

  • withdrawal by the owner

  • maintenance

  • safety issues

  • another genuine operational reason,

we will make reasonable efforts to offer suitable alternative accommodation.

If suitable alternative accommodation cannot reasonably be provided, amounts properly refundable for the unavailable accommodation will be returned, subject to applicable law.

23. Third-party services

We may assist with services provided by third parties.

Those services may be subject to the third party's own terms.

We are not responsible for a third party's conduct except where applicable law provides otherwise.

24. Travel insurance

We recommend considering suitable travel insurance.

Depending on the policy, travel insurance may assist with:

  • cancellation

  • illness

  • travel disruption

  • lost belongings

  • other unexpected events.

25. Privacy

Personal information will be handled in accordance with the applicable Privacy Policy and Australian privacy law.

Information may be used where reasonably necessary to:

  • administer your booking

  • verify identity

  • process payments

  • provide guest support

  • prevent fraud

  • comply with legal obligations

  • protect property and community safety.

26. Consumer rights and liability

Nothing in these Terms excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded under the Australian Consumer Law.

To the extent permitted by law, each party remains responsible for loss caused by its own:

  • breach

  • negligence

  • unlawful conduct.

27. Changes to these Terms

These Terms may be updated from time to time.

For an existing booking, the terms presented when the reservation was confirmed will generally continue to apply unless:

  • a change is required by law

  • you agree to the change

  • another change is lawfully permitted.

28. Price summary

Your total booking price may include:

  • accommodation charges

  • cleaning or property-related charges

  • Booking Service Fees, Traveller Service Fees or Guest Service Fees

  • digital, technology or distribution-related charges

  • protection-related charges

  • applicable taxes or levies

  • optional extras

  • other charges disclosed before booking.

No separate merchant, credit-card or payment-processing surcharge is imposed where prohibited by applicable law or payment network rules.

29. More about Trova

Holiday Mooloolaba is owned by Trova Pty Ltd.

Trova Pty Ltd provides booking, distribution, digital commerce, payment and settlement administration, technology and related support services in connection with Holiday Mooloolaba bookings.

Where applicable, Alloggio Management Pty Ltd may provide property management and accommodation management services on behalf of the relevant property owner.

For more information about Trova and the applicable booking structure, please refer to the More About Trovainformation available on the website.

30. Contact

For reservations or assistance:

Holiday Mooloolaba
Phone: 07 5353 6040

Please refer to your booking confirmation for any property-specific contact details.

Thank you

Thank you for choosing Holiday Mooloolaba.

We hope you enjoy your stay and appreciate your help in looking after the property and respecting the surrounding community.