Holidays by Alloggio

Australian Guest Terms & Conditions

Welcome

Thank you for choosing Holidays by Alloggio.

Our holiday homes are located in communities across Australia and supported by local teams and the wider Alloggio network.

These Terms explain the important conditions applying to your booking and stay. Your booking confirmation may contain additional conditions specific to your property, location, rate or booking channel. Please read those details together with these Terms.

If something is not right before or during your stay, please contact the team shown in your booking confirmation so we have an opportunity to help. Pasted markdown

1. Your stay at a glance

The key things to know are:

  • your booking confirmation contains the specific details applying to your reservation

  • the property is provided for short-stay accommodation only

  • the person making the booking is responsible for the guests and visitors connected with the booking

  • standard check-in is generally from 3.00 pm

  • standard check-out is generally by 10.00 am

  • different times may apply where stated in your booking information

  • payment, guest registration, identification and security requirements may need to be completed before access details are provided

  • parties, unauthorised gatherings and excessive noise are not permitted

  • payment and cancellation conditions may vary according to property, brand, rate, season or booking channel.

2. Making your booking

Minimum age

The person making the booking must generally be at least 18 years old.

Some properties, brands, locations or higher-risk periods may require the booking guest to be 21 years or older. Where this applies, it will be disclosed before booking.

Permitted use

The property is provided for genuine short-stay or holiday accommodation.

Unless approved by us in writing, the property must not be used for:

  • parties, functions or events

  • schoolies-style bookings

  • weddings or large gatherings

  • commercial activity

  • filming or professional content production

  • unlawful activity

  • any activity inconsistent with the residential nature of the property or surrounding community.

Your stay is a licence to occupy the property for the booked period. It is not a residential tenancy or long-term lease.

When a booking is confirmed

A booking is confirmed when:

  • we have accepted it

  • the required payment has been received or successfully processed

  • written confirmation has been issued.

We may decline or cancel a booking before arrival where there is a reasonable basis to do so, including where:

  • required payment has not been received

  • booking information is materially incomplete or inaccurate

  • the booking does not meet disclosed property requirements

  • there is suspected fraud or misuse

  • there has been a genuine pricing, technical or inventory error.

Where we cancel a booking, your rights under Australian Consumer Law remain unaffected.

3. Your booking price

We want you to understand what you are paying before you complete your booking.

Rates may vary according to the property, season, demand, length of stay, booking date, local events and other commercial factors.

Some properties use dynamic pricing.

Once your booking has been confirmed, the accommodation rate will generally not change unless you later amend the booking or another adjustment is permitted under the applicable booking conditions.

What your total booking price may include

Depending on the property and booking, your total price may include:

  • accommodation charges

  • cleaning, linen or property-specific charges

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

  • digital, technology, platform or distribution-related charges

  • guest or asset protection charges

  • Code of Conduct administration charges

  • extra guest charges

  • taxes or statutory levies

  • optional services and extras selected by you

  • other charges disclosed before booking.

Not every charge applies to every reservation.

Any mandatory or unavoidable charge that can be calculated when a price is displayed will be included in the minimum total price displayed in accordance with applicable Australian consumer law.

4. Booking Service Fee

Where disclosed for your reservation, a Booking Service Fee of 2% applies. Pasted markdown

The Booking Service Fee contributes to the systems, administration and services used to facilitate, administer and fulfil your reservation. These may include:

  • reservation administration and coordination

  • booking and property management systems

  • payment and settlement administration

  • reconciliation and financial administration

  • fraud prevention and transaction security

  • guest communications and support

  • technology and platform services

  • coordination with accommodation providers and other parties involved in fulfilling the reservation

  • administration associated with the distribution of booking funds.

The Booking Service Fee is not a surcharge for using a particular credit card, debit card or other payment method.

It applies irrespective of the payment method selected.

Where it is mandatory or unavoidable and can be calculated when a price is displayed, it will be incorporated into the minimum total price displayed.

The treatment of the Booking Service Fee following cancellation or amendment will depend on the applicable booking terms, services already provided and your rights under Australian Consumer Law.

5. Payments

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

You authorise us, where permitted, to charge the payment method used for the booking, or another payment method subsequently provided, for amounts properly payable under these Terms, including:

  • accommodation charges

  • applicable Booking Service Fees

  • approved optional services

  • security deposits or pre-authorisations

  • damage, loss or breakage

  • excess cleaning

  • late departure or overstay charges

  • reasonable call-out charges

  • replacement keys, remotes or access devices

  • rubbish removal

  • other amounts properly payable under these Terms.

The person providing the payment method must be authorised to use it.

Card payments

From 1 October 2026, we do not impose a separate surcharge because you choose to pay using Visa, Mastercard, eftpos, American Express or another payment method where the applicable payment network rules prohibit surcharging.

Any fees independently imposed by your bank, card issuer or financial institution, such as foreign currency or international transaction fees, are outside our control.

6. Deposits and final payments

Deposit and final payment requirements may vary according to the property, brand, booking channel, season or rate.

The applicable payment schedule will be disclosed before booking and included in your booking confirmation.

If payment is not received when due, we may, where permitted:

  • charge a payment method you have authorised us to use

  • cancel the booking

  • apply the cancellation conditions

  • make the property available for another reservation.

7. Optional services and extras

Additional charges may apply where you request optional services such as:

  • early check-in

  • late check-out

  • additional linen

  • cots or highchairs

  • additional beds

  • cleaning during the stay

  • firewood

  • approved pet stays

  • postage of forgotten belongings

  • after-hours assistance

  • non-emergency property attendance.

Where reasonably practicable, the applicable price will be disclosed before you agree to the additional service.

8. Changing or cancelling your booking

Cancellation and amendment conditions can vary according to:

  • property

  • region or brand

  • booking channel

  • season

  • event period

  • rate type.

The policy applying to your reservation will be disclosed before booking and generally repeated in your booking confirmation.

Unless the applicable booking conditions provide otherwise:

  • cancellations should be requested in writing

  • refunds are generally not available for no-shows, early departure or unused nights

  • a material change of dates may be treated as a cancellation where the original booking cannot reasonably be amended.

Where you book through a third-party platform, that platform's applicable booking and cancellation terms may also apply.

Nothing in the cancellation policy overrides rights that cannot lawfully be excluded.

9. Before you arrive

You may be required to complete guest registration before arrival.

Depending on the booking, we may reasonably request:

  • identity verification

  • photographic identification

  • payment verification

  • age verification

  • vehicle information

  • guest names

  • contact information

  • acceptance of property, building or community requirements.

Where required information is not provided, access to the property may be delayed or refused where reasonably necessary and permitted by law.

10. Security deposits and pre-authorisations

Some properties require a:

  • refundable bond

  • security deposit

  • card pre-authorisation

  • saved payment authority.

The amount and method will be disclosed as part of your booking conditions.

A bond or security deposit may be used towards amounts properly payable under these Terms.

If valid charges exceed the security amount, you remain responsible for the balance.

11. Check-in

Unless otherwise stated, check-in is from 3.00 pm.

Access details are generally provided only after required pre-arrival steps have been completed.

Depending on the property, access may be through:

  • a key safe

  • keypad

  • reception

  • office collection

  • meet and greet

  • another method advised to you.

If you expect to arrive outside normal operating hours, please follow the instructions provided for your property.

12. About the property

We take reasonable care to describe properties accurately and in good faith.

Holiday properties are individually owned and may change over time.

Furniture, décor, appliances, landscaping and other features may differ slightly from photographs because of maintenance, replacement, owner changes or normal wear and tear.

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

Minor or non-material differences do not automatically give rise to a refund, subject to your rights under Australian Consumer Law.

13. Guests and visitors

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

Unless we approve otherwise:

  • additional overnight guests are not permitted

  • visitors may be restricted

  • additional mattresses, tents, caravans or campervans are not permitted

  • maximum occupancy must not be exceeded.

The booking guest is responsible for the conduct of everyone connected with the booking.

14. Being a good neighbour

Our properties sit within real communities.

Guests must not:

  • create unreasonable or excessive noise

  • disturb neighbours

  • hold unauthorised parties or gatherings

  • behave in a threatening, abusive or offensive manner

  • interfere with common property

  • breach applicable by-laws, laws or Codes of Conduct.

Reasonable costs arising directly from a guest breach, including security attendance or properly imposed building penalties, may be charged where legally recoverable.

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

15. Schoolies and high-risk bookings

We may reasonably decline or terminate a booking identified as:

  • an unauthorised schoolies booking

  • a party-risk booking

  • otherwise materially unsuitable for the property or its lawful use.

16. Pets

Pets are only permitted where:

  • the property is identified as pet friendly

  • the pet has been disclosed and approved.

Pet fees and specific conditions may apply.

Guests remain responsible for reasonable costs arising from pet-related damage, cleaning, nuisance or pest treatment.

17. Smoking, vaping and fire safety

Smoking and vaping are not permitted inside the property unless expressly stated otherwise.

You must not tamper with smoke alarms or other fire-safety equipment.

Guests are responsible for reasonable costs resulting directly from breaches of these requirements, where legally recoverable.

18. Parking

Use only parking spaces allocated to the property or otherwise lawfully available.

Do not obstruct:

  • driveways

  • neighbours

  • common areas

  • emergency access

  • lawns or nature strips.

Property-specific restrictions may apply to trailers, boats, caravans and oversized vehicles.

19. Cleaning, linen and rubbish

The property should be left reasonably clean and tidy.

A standard departure clean does not cover unreasonable or excessive cleaning resulting from matters such as:

  • significant mess

  • excess rubbish

  • heavily soiled furnishings

  • stains

  • smoking residue

  • failure to follow reasonable departure instructions.

Reasonable additional costs may apply.

20. Damage, loss and breakages

Please tell us promptly about damage or safety issues.

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

This can include:

  • property damage

  • furniture and equipment

  • keys and access devices

  • common property

  • specialist cleaning

  • reasonable labour and third-party repair costs.

Where reasonably practicable, details of a post-stay charge will be provided.

21. Keys and security

Keep keys, remotes, fobs and access devices secure.

Reasonable replacement, locksmith, re-keying or security costs may apply if they are lost, damaged or not returned.

22. Pools, spas and other amenities

Some properties contain facilities presenting inherent risks, including pools, spas, balconies, stairs, fireplaces, bicycles, kayaks and BBQs.

Please use them responsibly and supervise children appropriately.

Nothing in these Terms excludes any duty or legal liability that cannot lawfully be excluded.

23. If something goes wrong

Please contact us as soon as reasonably possible if there is a problem with the property.

This gives us an opportunity to investigate and assist during your stay.

We may arrange reasonable access for authorised cleaners, tradespeople, maintenance contractors or other representatives where necessary to:

  • investigate a problem

  • carry out repairs

  • meet legal requirements

  • protect people or property.

Immediate access may occur in an emergency.

Refund requests will be assessed within a reasonable period having regard to the nature and complexity of the matter.

24. If the property becomes unavailable

A property can sometimes become unavailable because of circumstances such as:

  • sale or withdrawal

  • significant maintenance

  • safety concerns

  • utility failure

  • severe weather

  • emergency

  • legal or regulatory requirements.

Where reasonably possible, we will try to provide comparable alternative accommodation.

If suitable alternative accommodation cannot reasonably be provided, we will refund amounts properly refundable for the unavailable accommodation, together with any other remedy required by law.

25. Events outside reasonable control

Events outside reasonable control can include:

  • severe weather

  • flood, fire or storms

  • utility failures

  • road closures

  • government action

  • public health events

  • industrial action

  • nearby works.

We are not responsible for losses arising solely from circumstances outside our reasonable control except where applicable law provides otherwise.

26. Check-out

Unless otherwise stated, check-out is by 10.00 am.

Before leaving:

  • return keys and access devices

  • leave the property reasonably clean

  • dispose of rubbish appropriately

  • secure doors and windows

  • follow reasonable departure instructions.

Reasonable additional charges may apply for an unauthorised late departure.

27. Who is involved in your booking

Trova Pty Ltd provides booking, distribution, digital commerce, payment and settlement administration, technology and related platform services.

Alloggio Management Pty Ltd may provide property management and accommodation management services on behalf of property owners.

The accommodation itself may be supplied by the relevant property owner, accommodation operator or another accommodation supplier identified by the applicable booking structure.

Your booking may therefore involve more than one entity.

The relevant contracting entity, booking conditions and responsibilities applying to your reservation will be identified through the booking pathway and applicable terms.

28. Privacy

Personal information is handled under the applicable Alloggio Privacy Policy and Australian privacy law.

Information may be used where reasonably necessary to:

  • administer the booking

  • provide guest support

  • verify identity or payment information

  • prevent fraud

  • meet regulatory requirements

  • maintain security

  • operate relevant technology and booking systems.

Marketing communications will only be sent where permitted by law and with appropriate mechanisms to unsubscribe.

29. Consumer rights and liability

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

To the extent permitted by law, each party remains responsible for loss caused by its own breach, negligence or unlawful conduct.

30. Changes to these Terms

These Terms may be updated from time to time.

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

  • a change is required by law

  • you agree to the change

  • another change is lawfully permitted under the booking terms.

31. Contact

If you need help before or during your stay, contact the relevant Holidays by Alloggio brand or support team shown in your booking confirmation.

Thank you

Thank you for choosing Holidays by Alloggio.

Our aim is simple: for you to enjoy your stay, for the home to be looked after, and for the surrounding community to be respected.