Holidays by Alloggio

Guest Terms & Conditions

Welcome

Thank you for choosing to stay with Holidays by Alloggio.

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

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

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

1. Who we are

Alloggio Management Pty Ltd manages short-stay accommodation on behalf of property owners and other accommodation providers.

Depending on the property and booking structure, Trova Pty Ltd may provide booking, distribution, digital commerce, payment and settlement administration, technology and related platform services.

The accommodation itself is supplied by the relevant property owner, accommodation operator or other accommodation supplier applying to your booking.

Your booking may therefore involve more than one entity.

The relevant contracting entity, accommodation supplier and applicable terms will be identified through the booking pathway and booking documents.

2. Your booking

The person making the booking must generally be at least 18 years old, unless a higher minimum age applies to the property or brand.

Your booking is confirmed when:

  • we have accepted the booking

  • the required payment has been received or successfully processed

  • written confirmation has been issued.

The person making the booking is responsible for ensuring that all guests and visitors connected with the booking comply with these Terms.

Your booking provides a temporary licence to occupy the property for the booked dates.

It does not create a residential tenancy or long-term lease.

3. Your booking price

Rates may vary according to:

  • property

  • location

  • season

  • demand

  • length of stay

  • booking date

  • local events

  • other relevant commercial factors.

Some properties use dynamic pricing.

Once your booking has been confirmed, the accommodation rate will generally remain unchanged unless:

  • you amend the booking

  • an adjustment is permitted under the applicable booking conditions

  • a genuine pricing or technical error needs to be corrected before the stay and applicable law permits it.

What your total booking price may include

Depending on the booking, your total price may include:

  • accommodation charges

  • cleaning, linen or other property-specific charges

  • Booking Service Fees

  • Traveller Service Fees

  • Guest Service Fees

  • digital, technology, platform or distribution-related charges

  • protection-related charges

  • Code of Conduct administration charges

  • extra guest charges

  • taxes or statutory levies

  • optional 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 the price is displayed will be included in the minimum total price presented before you complete your booking.

4. Booking Service Fee

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

The Booking Service Fee contributes to the systems, administration and services required to facilitate, administer and fulfil the reservation.

These may include:

  • booking administration and coordination

  • reservation and property management systems

  • payment and settlement administration

  • reconciliation and financial administration

  • fraud prevention and transaction security

  • guest communications and support

  • distribution and channel administration

  • technology and platform services

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

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 by the guest.

Where the Booking Service Fee is mandatory or unavoidable and can be calculated when the price is displayed, it will be included in the minimum total price displayed.

The treatment of the Booking Service Fee following a cancellation or amendment will depend on:

  • the booking terms applying to your reservation

  • services already provided

  • your rights under applicable law.

5. Payment

Unless different payment terms are disclosed when you book:

  • a deposit equal to 50% of the accommodation charge together with applicable disclosed fees is required when the booking is made

  • the outstanding balance is due 30 days before arrival

  • for applicable Peak Season bookings between 1 November and 31 January, the remaining balance may be due by 1 November.

Bookings made close to arrival may require full payment at the time of booking.

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 relevant cancellation terms

  • make the property available for another booking.

6. Saved payment method

For direct bookings, the payment method used for the booking may be securely stored by an authorised payment service provider.

You authorise us, where permitted, to use that payment method for amounts properly payable under these Terms, including:

  • outstanding booking balances

  • accommodation charges

  • applicable Booking Service Fees

  • approved extras and services

  • 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.

Where reasonably practicable, we will provide details of any post-stay charge and the reason for it.

7. Card payments

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

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

Your bank, card issuer or financial institution may separately charge fees such as:

  • foreign transaction fees

  • currency conversion fees

  • international payment fees.

Those charges are outside our control.

8. 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 or bedding changes

  • cleaning during the stay

  • firewood delivery

  • approved pet stays

  • postage or delivery of forgotten belongings

  • after-hours assistance

  • non-emergency property attendance

  • other optional services requested by you.

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

9. Additional guests

The advertised accommodation rate covers the number of guests specified for the applicable rate or reservation.

Where additional guests are permitted without exceeding the property's maximum occupancy, an additional guest fee may apply where disclosed as part of the booking conditions.

10. Cancellations and amendments

Cancellation and amendment conditions may vary according to:

  • property

  • region

  • brand

  • booking channel

  • season

  • event period

  • rate type.

The cancellation policy applying to your reservation will be disclosed before you complete the booking.

Unless different booking terms apply:

More than 30 days before arrival

You may cancel the booking subject to the cancellation fee disclosed at the time of booking.

Within 30 days of arrival

The booking is generally non-refundable, except where a refund is required by law.

Peak Holiday Period

Bookings for applicable Peak Holiday Periods may be non-refundable where this is disclosed before booking.

Changes to dates

Changes are subject to availability.

A change may involve:

  • a different accommodation rate

  • revised fees

  • different booking conditions.

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

11. Third-party booking platforms

If you book through a third-party platform such as:

  • Airbnb

  • Booking.com

  • Stayz

  • another online travel agent or booking platform,

that platform's terms may also apply.

If a problem arises with a third-party booking, we will work with the relevant booking platform and accommodation provider to identify a reasonable solution.

12. Guest registration and verification

Before arrival, you may be required to complete guest registration.

Depending on the property and booking, this may include:

  • identity verification

  • government-issued photographic identification

  • payment verification

  • age verification

  • vehicle details

  • guest names

  • guest contact information

  • acceptance of applicable property, building or community rules.

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

13. Security deposits and pre-authorisations

Some properties require a:

  • refundable bond

  • security deposit

  • card pre-authorisation

  • saved payment authority.

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

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

If valid charges exceed the amount held or authorised, you remain responsible for the balance.

14. Check-in and check-out

Unless otherwise stated:

  • check-in is from 3.00 pm

  • check-out is by 10.00 am.

Different times may apply to particular properties or regions.

Late departure may result in reasonable additional charges where disclosed.

Access instructions will generally only be provided once required pre-arrival requirements have been completed.

15. Guests, visitors and occupancy

The number of occupants must not exceed the maximum approved for the property.

Unless we provide prior written approval:

  • additional overnight guests are not permitted

  • visitors may be restricted

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

  • the property must not be used beyond its approved occupancy.

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

16. Parties, events and unsuitable bookings

Properties are provided for genuine residential short-stay accommodation.

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

  • parties

  • functions

  • weddings

  • events

  • schoolies-style bookings

  • commercial activity

  • large gatherings.

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.

17. Noise and neighbours

Our properties are located within real communities.

Guests must not:

  • create unreasonable or excessive noise

  • disturb neighbours

  • behave in a threatening, abusive or offensive manner

  • interfere with common property

  • breach strata or building rules

  • breach applicable local laws or Codes of Conduct.

Reasonable costs arising directly from guest conduct may be charged where legally recoverable.

18. Pets

Pets are only permitted where:

  • the property is identified as pet friendly

  • the pet has been disclosed

  • approval has been given where required.

Pet fees and additional conditions may apply.

Guests remain responsible for reasonable costs arising from:

  • damage

  • cleaning

  • pest treatment

  • noise or nuisance

  • other pet-related issues.

19. Smoking, vaping and fire safety

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

Some properties also prohibit smoking in:

  • balconies

  • courtyards

  • grounds

  • car parks

  • common areas.

Guests must not tamper with:

  • smoke alarms

  • fire systems

  • other safety equipment.

Reasonable cleaning, repair, emergency attendance or other costs arising directly from a breach may be charged where legally recoverable.

20. Parking and vehicles

Guests must park only in spaces allocated to the property or otherwise lawfully available.

Vehicles must not obstruct:

  • driveways

  • neighbours

  • common areas

  • emergency access points

  • lawns or nature strips.

Restrictions may apply to:

  • trailers

  • caravans

  • boats

  • jet skis

  • oversized vehicles.

21. Looking after the property

Please treat the property with reasonable care.

The property should be left reasonably clean and tidy.

A standard departure clean does not cover additional work required because of:

  • unreasonable mess

  • excess rubbish

  • heavily soiled furnishings

  • stains

  • smoking residue

  • failure to follow reasonable departure instructions.

Reasonable additional cleaning costs may apply.

22. Damage, loss and breakages

Please tell us promptly if:

  • you notice damage on arrival

  • something breaks

  • something is lost

  • a safety issue arises.

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

This may include:

  • property damage

  • furniture and furnishings

  • appliances and equipment

  • keys, remotes and access devices

  • common property

  • reasonable repair or replacement costs

  • specialist cleaning

  • reasonable third-party costs.

23. Keys, remotes and property security

Keep keys, remotes, fobs and other access devices secure.

If one is lost, damaged or not returned, reasonable charges may apply for:

  • replacement

  • locksmith attendance

  • re-keying

  • replacement locks

  • security attendance.

24. Property descriptions

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

  • 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 an entitlement to a refund, subject to your rights under Australian Consumer Law.

25. Internet, television and streaming services

Internet, television and streaming services may occasionally be affected by:

  • network interruptions

  • weather

  • signal strength

  • third-party service providers

  • local infrastructure.

We do not guarantee uninterrupted availability of these services unless applicable law requires otherwise.

26. Pools, spas and other amenities

Some properties include facilities such as:

  • pools

  • spas

  • gyms

  • balconies

  • fireplaces

  • BBQs

  • bicycles

  • kayaks

  • other recreational equipment.

These facilities must be used responsibly.

Children must be appropriately supervised.

Nothing in these Terms excludes liability that cannot lawfully be excluded.

27. Property access and repairs

We or an authorised representative may enter the property:

  • immediately in an emergency

  • where reasonably necessary to protect people or property

  • to undertake urgent repairs

  • to meet legal obligations.

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

28. If something goes wrong

If there is an issue during your stay, please contact us as soon as reasonably possible.

This gives us an opportunity to investigate and assist while you are still at the property.

Refund requests will be assessed within a reasonable period, taking into account:

  • the nature of the problem

  • what occurred

  • what steps were taken to address it

  • the booking terms

  • your rights under applicable law.

A request for a refund does not automatically mean a refund is payable.

29. If the property becomes unavailable

Sometimes a property becomes unavailable because of circumstances such as:

  • sale

  • withdrawal by the owner

  • significant maintenance

  • safety issues

  • utility failure

  • severe weather

  • emergency

  • legal or regulatory requirements.

Where reasonably possible, we will offer comparable alternative accommodation.

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

No separate bank merchant or card-processing fee will be deducted from the refund.

30. Property sale or refurbishment

If the property is sold, withdrawn or materially changed after your booking is made, we will notify you as soon as reasonably practicable.

Where possible, we will offer suitable alternative accommodation.

If the booking cannot proceed and no suitable alternative is accepted, refunds will be determined under:

  • the applicable booking terms

  • services already provided

  • your rights under Australian Consumer Law.

31. Events outside our reasonable control

Events outside reasonable control may include:

  • severe weather

  • flood

  • fire

  • storms

  • utility outages

  • road closures

  • government action

  • public health events

  • industrial action

  • nearby works

  • other unforeseen events.

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

32. Victorian Short Stay Levy

Where the Victorian Short Stay Levy applies, it will be charged and disclosed in accordance with applicable Victorian law.

The levy does not apply to every type of accommodation.

Please refer to the applicable booking information and Victorian State Revenue Office guidance for further information.

33. Third-party costs and referral arrangements

Alloggio Management or a related entity may receive:

  • commissions

  • referral fees

  • supplier incentives

  • distribution payments

  • technology-related fees

  • other commercial benefits

from suppliers, partners or other parties involved in providing or supporting services.

These arrangements do not alter the total price you agree to pay unless otherwise disclosed.

34. Privacy

Personal information is 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

  • meet regulatory obligations

  • maintain safety and security

  • operate relevant booking and technology systems.

Information may be shared with appropriate third parties where reasonably necessary and legally permitted, including:

  • service providers

  • payment providers

  • identity verification providers

  • property owners

  • building managers

  • related Alloggio entities

  • contractors

  • relevant authorities.

35. 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 or other applicable law.

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

  • breach

  • negligence

  • unlawful conduct.

36. Indemnity

You are responsible for claims, loss or damage arising from:

  • your breach of these Terms

  • unlawful conduct by you or persons connected with your booking

  • damage or nuisance caused by you, your guests or visitors,

except to the extent the loss was caused or contributed to by our negligence, unlawful conduct or breach of law.

37. Governing law

The laws applying to the State or Territory in which the property is located, together with applicable Commonwealth law, apply to your booking.

Nothing in these Terms limits any mandatory rights you have under Australian law.

38. Changes to these Terms

These Terms may be updated from time to time.

For an existing booking, the terms presented 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.

39. More about Trova

Trova Pty Ltd provides booking, distribution, digital commerce, payment and settlement administration, technology and related support services across selected Alloggio accommodation brands and booking pathways.

For further information about Trova, the booking structure and Traveller Service Fees, please refer to the applicable More About Trova information available through the website.

40. Contact

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

Thank you

Thank you for choosing Holidays by Alloggio.

Our aim is simple: to help you enjoy your stay, look after the home you are staying in, and respect the community around it.