Holidays by Alloggio -Australia Guest Terms & Conditions

Welcome to Holidays by Alloggio

Welcome, and thank you for choosing to stay with Holidays by Alloggio.

We want your booking and your stay to feel straightforward, comfortable and well supported.

Our holiday properties are located in communities across Australia and are supported by local teams together with the wider Alloggio network. Behind every stay are people working to help look after you, the property, its owner and the community around it.

These Terms & Conditions explain the important things you need to know before you arrive, while you are staying with us, when it is time to head home and if your plans change.

Most of what follows is simply about helping everyone enjoy a safe, respectful and well-managed stay.

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

1. Your Stay at a Glance

A few things worth knowing before your stay:

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

• Holiday properties are provided for short-stay accommodation only.

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

• Check-in is generally from 3.00 pm and check-out is generally by 10.00 am, unless your booking confirmation or property information says otherwise.

• You may need to complete guest registration, identification, payment and security requirements before access details can be released.

• Please respect the home, its neighbours and the local community. Parties, unauthorised gatherings and excessive noise are not permitted.

• If something is not right during your stay, please tell us promptly so we have the opportunity to help.

• Payment, amendment and cancellation conditions can vary depending on your property, brand, booking channel, season or rate type. Please check the conditions applying specifically to your booking.

This section is provided as a simple guide only. Your booking confirmation, applicable Booking, Payment & Cancellation Policy, property information, house rules and the full Terms & Conditions below contain the conditions applying to your booking.

2. Your Booking

Booking eligibility and minimum age

Unless a stricter requirement applies to a particular brand, property or region, the person making the booking must be at least 18 years of age.

Some brands or properties may require the booking guest to be 21 years of age or older or may have stricter suitability requirements for group bookings, event periods or higher-risk dates.

Where a stricter requirement applies, it will be stated in the property listing, booking terms or applicable brand-specific terms.

Holiday accommodation

Our properties are offered for genuine short-stay and holiday accommodation.

Unless we have given prior written approval, a property must not be used for:

• parties, functions, receptions or events;

• schoolies-style bookings;

• commercial activity;

• photo shoots, filming or content production;

• special interest groups;

• weddings or gatherings;

• unlawful purposes; or

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

Your booking is for short-stay or holiday accommodation only. It is not a residential tenancy agreement, lease or long-term occupancy arrangement under residential tenancy legislation.

When your booking is confirmed

A booking is confirmed once:

• we have accepted the booking;

• the required deposit or full payment has been received or successfully processed; and

• written confirmation has been issued.

We may decline or cancel a booking before check-in if:

• payment has not been received in cleared funds;

• booking information is incomplete or inaccurate;

• the booking does not meet applicable property or brand requirements;

• the booking reasonably appears to be high risk, inappropriate or inconsistent with the intended use of the property; or

• there has been a pricing, technical or listing error.

If we cancel a booking before check-in for one of these reasons, our liability is limited to the amount paid to us for the booking, except where applicable law requires otherwise.

3. Your Booking Price, Payments & Fees

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

Your booking price

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

Some properties use dynamic pricing, meaning prices may rise or fall as these factors change.

Rates are subject to change before a booking is confirmed.

Once your booking has been confirmed, your accommodation rate is locked in unless you later amend the booking or another adjustment is permitted under the applicable booking terms.

Minimum-stay requirements may also vary between properties and travel periods.

What may be included in your total price

Depending on your property, region, brand and booking source, your total booking price may include:

• accommodation charges;

• cleaning or other property-related charges;

• booking or traveller service fees;

• administration or guest service fees;

• merchant or payment-related charges;

• digital, technology or distribution-related charges;

• protection-related charges;

• linen charges;

• code of conduct administration charges;

• incidental damage charges;

• extra person charges;

• optional extras;

• taxes or levies; and

• other disclosed service-related charges.

Depending on where the booking is made, these amounts may be charged by or on behalf of the accommodation supplier, Trova Pty Ltd, the relevant booking channel or another entity involved in facilitating or supporting the booking.

Applicable charges will be disclosed through the booking process, property listing, guest registration, guest guide, booking confirmation or applicable brand-specific terms where relevant.

Deposits and final payment

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

Unless your booking confirmation or applicable booking terms state otherwise:

• a deposit may be required at the time of booking to secure the reservation; and

• the remaining balance must be paid by the due date shown in your booking confirmation.

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

If payment is not received by the required date, we may:

• charge a saved card on file where permitted;

• cancel the booking;

• apply the relevant cancellation terms; and

• make the property available for other bookings.

Card payments

Payment may be made by card or another payment method approved by us.

Where permitted, you authorise us to charge the card used for the booking, or another card subsequently provided by you, for amounts properly payable under these Terms, including:

• accommodation charges;

• approved extras and services;

• security deposits or pre-authorisations;

• damage, loss or breakage;

• excess cleaning;

• late departure or overstay charges;

• call-out fees;

• replacement keys or access devices;

• rubbish removal; and

• other amounts properly payable under these Terms.

Credit card or merchant fees may be non-refundable unless otherwise required by law.

Online card payment surcharge

Where payment is made online by credit card or debit card, we may apply a card payment surcharge to recover the direct transaction-based cost to us of accepting that payment method.

This may include costs associated with the payment acceptance chain required to securely authorise, process, settle and reconcile the payment, including:

• payment gateway services;

• fraud and security services;

• payment facilitation services;

• merchant acquiring and processing costs; and

• card network charges.

The applicable cost is 2.39% per transaction.

Where all online payment methods available for a particular booking attract a card payment surcharge, any unavoidable surcharge will be included in the total price displayed to you rather than being added separately at checkout, consistent with applicable Australian pricing requirements.

Our payment methods and surcharge approach may change to reflect changes in payment provider arrangements or regulatory requirements.

Optional services and extras

Where available, additional charges may apply for optional or requested services such as:

• early check-in;

• late check-out;

• additional linen;

• cots or highchairs;

• additional beds or bedding changes;

• cleaning during your stay;

• firewood delivery;

• approved pet stays;

• postage of forgotten belongings;

• after-hours check-in support; and

• non-emergency attendance at the property.

Where relevant, applicable fees will be disclosed through the property listing, booking process, guest registration, guest guide or applicable brand-specific terms.

4. Changing or Cancelling Your Booking

We understand that travel plans can change.

The cancellation and amendment conditions applying to your booking may vary depending on the brand, property, booking channel, season, event period and rate type.

The policy applying to your booking will be the policy shown:

• when you make your booking;

• in your booking confirmation;

• in the applicable region or town terms; or

• through the booking channel where you have booked using a third-party platform.

Unless the applicable booking terms state otherwise:

• cancellation requests must be made in writing;

• credit card or merchant fees may be non-refundable;

• refunds are not provided for no-shows, early departure or unused nights; and

• an amendment may be treated as a cancellation where it is requested too close to arrival or where the original dates cannot reasonably be resold.

Where you have booked through a third-party booking platform, that platform's booking terms apply in addition to these Terms and prevail only to the extent of a direct inconsistency required by that booking channel.

Our detailed Booking, Payment & Cancellation Policy forms part of the information applying to your booking and can be viewed here.

Travel insurance

We strongly recommend travel insurance appropriate for your circumstances.

Travel insurance may help protect you against unexpected circumstances affecting your ability to travel, continue your stay or recover travel-related costs.

5. Getting Ready for Your Stay

There may be a few simple steps we need you to complete before we can provide access to your holiday property.

These requirements help us protect you, the property owner, the home and the wider community.

Guest registration, identification and verification

We may require you to complete online guest registration before arrival.

Depending on the property and booking, this may include:

• identity verification;

• government-issued photographic identification;

• credit card verification;

• age verification;

• vehicle details;

• guest names and contact information; and

• acceptance of additional property, building or community rules.

For some properties, regions or regulatory environments, we may also be required to collect the names, ages or other details of all guests staying at the property.

If required registration is not completed correctly or by the required time, we may:

• delay or refuse check-in;

• cancel the booking in serious cases; or

• charge an administration fee where this is permitted under the applicable brand terms.

6. Security Deposits & Pre-authorisations

Many holiday properties require a security deposit, bond, card pre-authorisation or saved card authority before arrival.

The amount and method may vary between properties and brands.

Where a bond or pre-authorisation is required:

• it must be completed by the deadline we specify;

• access details or keys may be withheld until the requirement has been completed; and

• the amount may be used or claimed towards amounts properly payable under these Terms.

A security deposit, bond or pre-authorisation does not limit your responsibility for amounts properly payable.

If loss, damage or other applicable charges exceed the amount held or authorised, you remain responsible for the balance.

7. Checking In

Unless your property listing, booking confirmation or applicable brand terms say otherwise, standard check-in is from 3.00 pm on your arrival date.

Some regions, brands and properties may have different check-in times.

Access instructions will generally only be released after all required pre-arrival steps have been completed, including:

• payment;

• guest registration;

• identification requirements; and

• any applicable security deposit, bond or card pre-authorisation.

Depending on the property, access may be provided through:

• a key safe;

• keypad;

• front desk;

• office collection;

• meet and greet; or

• another access method advised to you.

If you expect to arrive outside normal business hours, please advise us in advance where required.

Additional charges may apply where after-hours attendance or special arrangements are required.

8. About Your Holiday Home

We describe our properties honestly and in good faith.

Holiday properties are, however, individually owned homes and accommodation, and they can naturally change over time.

Furniture, styling, décor, appliances, bedding configurations, views, landscaping and facilities may differ from photographs or from a previous stay because of:

• replacement or maintenance;

• owner updates;

• normal wear and tear;

• seasonal conditions; or

• other matters outside our reasonable control.

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

We are not responsible for minor or non-material differences between website images and the property's condition at the time of your stay.

Specific room numbers, apartment positions, house locations or particular areas within a complex cannot always be guaranteed.

9. Guests, Visitors & Occupancy

Your property may only be occupied by the number of guests approved in your booking confirmation.

Unless we provide prior written approval:

• additional overnight guests are not permitted;

• visitors may be restricted or prohibited;

• day visitors may not be permitted at some properties;

• tents, caravans, campervans and additional mattresses are not permitted; and

• the property must not be used in a way that exceeds its approved capacity.

If we reasonably believe that the property is overcrowded or being used contrary to these Terms, we may require unauthorised people to leave immediately.

Serious breaches may result in termination of the booking without refund, subject to applicable law.

The person who makes the booking is responsible for the behaviour of all guests, visitors and invitees connected with that booking.

10. Enjoying Your Stay & Being a Good Neighbour

Our holiday properties are located within real communities, including residential neighbourhoods, apartment buildings, strata schemes, gated resorts and other shared environments.

We simply ask that you enjoy your stay while being considerate of the people and community around you.

Guests must not:

• create excessive noise;

• disturb neighbours or other occupants;

• hold parties, events or gatherings without written approval;

• behave in a threatening, abusive or offensive manner;

• interfere with common property or shared facilities; or

• breach building by-laws, local laws or applicable codes of conduct.

Some locations have local government, strata, building or industry requirements imposing strict behaviour and noise obligations.

Where these apply, you and everyone connected with your booking must comply with them.

Security attendance, local authority intervention, police call-outs, body corporate penalties, security contractor fees, noise monitoring charges or related costs arising from your booking may be charged to you where permitted.

Serious or repeated breaches may result in immediate termination of the stay without refund, subject to applicable law.

11. Schoolies, Parties & Unsuitable Bookings

We may refuse, cancel or terminate a booking that we reasonably consider to be:

• a schoolies-style booking;

• a party-risk booking; or

• otherwise unsuitable for the property, building, owner or local community.

This applies whether or not the word "schoolies" was used when making the booking and whether or not a formal schoolies event is taking place.

12. Pets

Pets are only permitted at properties specifically approved as pet friendly and where the pet has been disclosed and approved in advance.

Pet fees and conditions may apply, including restrictions concerning breed, size or number of animals.

If an unauthorised pet is brought to a property, additional cleaning or damage charges may apply and the booking may be terminated in serious cases.

Guests remain responsible for any pet-related:

• damage;

• noise or nuisance;

• fleas or other pest issues;

• waste;

• injury; or

• additional cleaning.

13. Smoking, Vaping & Fire Safety

Unless the property listing clearly says otherwise, smoking and vaping are not permitted inside the property.

Some properties also prohibit smoking on balconies, courtyards, grounds, car parks and common areas.

Guests must comply with all fire safety requirements, including those relating to:

• smoke alarms;

• BBQs;

• fireplaces;

• heaters; and

• outdoor fires.

You must not:

• tamper with smoke alarms or other fire safety equipment;

• leave a fireplace, heater or BBQ in an unsafe condition;

• create a fire hazard; or

• do anything likely to cause a false alarm.

You are responsible for reasonable cleaning, deodorising, fumigation, call-out, fire service, compliance or repair costs resulting from a breach of these requirements, where permitted by law.

14. Parking & Vehicles

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

Vehicles must not obstruct:

• neighbours;

• driveways;

• common areas;

• lawns or nature strips; or

• emergency access points.

Some properties restrict the number of vehicles permitted.

Boat trailers, caravans, jet skis and oversized vehicles may not be permitted unless specifically approved.

Please check your property information if vehicle access or parking is important to your stay.

15. Looking After the Home

We ask that you treat the property with the same care you would expect someone to show your own home.

Cleaning, rubbish and linen

Properties are generally provided on a fully self-contained basis.

The booking price may include a standard departure clean. This does not cover additional work required because of:

• unreasonable mess;

• excess rubbish;

• an unclean BBQ;

• heavily soiled furnishings;

• smoking residue;

• stains; or

• failure to follow reasonable departure instructions.

Additional cleaning charges may apply where the property requires cleaning beyond the standard departure clean.

Guests must follow local rubbish and recycling requirements and any property-specific bin instructions.

Some properties include linen and towels.

Other properties may require guests to bring linen or arrange linen hire separately. The applicable arrangement will be stated in the property listing, booking information or relevant brand terms.

Beach towels are generally not supplied unless specifically stated.

16. Damage, Loss & Breakages

Please tell us as soon as reasonably possible if:

• you notice damage when you arrive;

• something breaks during your stay;

• a safety issue arises; or

• something is lost, missing or not working.

Early notification gives us the best opportunity to address the issue.

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

This may include damage to:

• the property;

• furniture and furnishings;

• appliances and equipment;

• keys, remotes, fobs and access devices;

• common property; and

• neighbouring property where the damage arises from your conduct.

Where relevant, we may charge the reasonable costs associated with repair, replacement, specialist cleaning, labour, administration, call-outs and associated third-party costs.

17. Keys, Remotes & Property Security

Please keep all keys, remotes, fobs and other access devices secure during your stay.

They must not be:

• copied;

• retained after departure; or

• provided to unauthorised persons.

Lost keys, remotes or fobs may result in reasonable charges for:

• replacement;

• after-hours lock-out assistance;

• replacement key barrels;

• re-keying secure complexes; or

• security attendance.

18. Pools, Spas & Other Amenities

Holiday properties may contain amenities such as:

• pools;

• spas;

• stairs;

• balconies;

• fireplaces;

• kayaks;

• surfboards;

• bicycles;

• lifts;

• jetties;

• bunk beds;

• BBQs; and

• similar facilities.

These amenities may present inherent risks.

You and your guests use them at your own risk, subject always to rights that cannot lawfully be excluded.

Children must be properly supervised at all times.

You are responsible for considering whether the property and its facilities are suitable for your group, including children, older guests and guests with mobility, medical or accessibility requirements.

19. Health, Safety & Accessibility

You must take reasonable care for your own safety and the safety of others during your stay.

Before arrival, please tell us about any material medical, accessibility or safety requirement that could affect the stay or require special arrangements, to the extent reasonably necessary for us to consider:

• whether the property is suitable; and

• whether appropriate arrangements can be made.

Not every holiday property will be suitable for every guest.

If accessibility or a particular property feature is important to your stay, please discuss this with us before confirming the booking.

20. If Something Isn't Right

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

Giving us the opportunity to investigate and assist while you are still at the property is generally the quickest and most effective way for us to help.

We may arrange for cleaners, maintenance contractors, tradespeople, owners, caretakers or other authorised representatives to attend where reasonably necessary to:

• investigate an issue;

• undertake urgent repairs;

• perform maintenance;

• comply with legal obligations; or

• protect the property or incoming guests.

Where permitted by law, authorised persons may enter the property at reasonable times for these purposes and immediately where an emergency requires it.

Non-emergency call-outs caused by guest error, failure to follow instructions or where no fault is found may be charged to you where the applicable brand terms permit.

If you are dissatisfied on arrival

If you are dissatisfied with the accommodation when you arrive, please contact us promptly so that we have a reasonable opportunity to investigate and respond.

Dissatisfaction with accommodation does not automatically create an entitlement to a refund.

Refunds will only be considered in limited circumstances, including certain health and safety matters, and may require supporting written evidence.

Refund requests must be submitted in writing and are considered individually.

Please allow up to 6 to 8 weeks for review.

A request for a refund does not guarantee that a refund will be provided. Your rights under applicable consumer law remain unaffected.

21. If Circumstances Affect Your Property or Stay

Holiday properties are privately owned and operate within real communities.

Occasionally, circumstances may arise that neither you nor we could reasonably have anticipated or controlled.

Property changes or unavailability

A property may become unavailable because of circumstances including:

• sale of the property;

• withdrawal by the owner;

• an owner requirement;

• maintenance;

• safety concerns;

• utility failure;

• weather;

• emergency;

• legal requirements; or

• other circumstances beyond our reasonable control.

Where reasonably possible and appropriate, we may:

• offer comparable alternative accommodation;

• move the booking to another property of a similar standard; or

• cancel the affected booking and refund amounts paid to us for unavailable nights.

Except where required by law, we are not responsible for additional costs associated with matters outside our reasonable control, including travel, transport, event tickets, alternative accommodation costs, loss of enjoyment or consequential losses.

Events outside our reasonable control

We are not liable for failure to perform, delay, interruption, cancellation or impacts on the property arising from events outside our reasonable control, including:

• severe weather;

• floods, fires or storms;

• utility outages;

• road closures;

• government or authority action;

• public health events;

• industrial action;

• nearby building works;

• owner instructions required by law; or

• other unforeseen events.

This may also include an external event affecting your ability to travel or continue your stay.

Nothing in this provision limits rights that cannot lawfully be excluded.

Building works, neighbours and local conditions

Holiday properties are located in active communities.

From time to time there may be:

• construction or renovation;

• road works;

• landscaping;

• neighbour activity;

• council works;

• pest treatment;

• lift outages;

• internet interruptions; or

• similar circumstances.

These matters are often outside our reasonable control and do not automatically entitle a guest to compensation, refund or relocation unless the issue materially prevents occupation or applicable law requires otherwise.

We take reasonable care to ensure property information, availability and pricing are accurate, but errors or omissions may occasionally occur.

22. When It's Time to Head Home

Unless your property listing, booking confirmation or applicable brand terms say otherwise, check-out is by 10.00 am on your departure date.

Some properties and brands may have different departure times.

Before leaving, please:

• vacate the property on time;

• return keys, fobs, remotes and access devices as instructed;

• leave the property reasonably clean and tidy;

• wash and put away dishes unless advised otherwise;

• place rubbish in the appropriate bins or disposal area;

• switch off lights, appliances and air conditioning where reasonable;

• secure windows and doors; and

• follow any additional departure instructions in your guest guide or booking correspondence.

Late departure may result in reasonable additional charges, including:

• waiting-time costs for cleaners or staff;

• a late check-out fee;

• an additional night's charge; or

• an amount charged against an applicable bond or card authority.

Thank you for helping us prepare the home for the guests who arrive after you.

23. Important Legal Information

The following sections contain the more formal information governing your booking.

Who we are

These Master Terms & Conditions apply to bookings made through Holidays by Alloggio, including bookings contracted through Trova Pty Ltd, for holiday accommodation within our Australian Holidays division.

This includes bookings made through the Trova website and Australian holiday accommodation brands operated or managed within the Alloggio group.

In these Terms, references to Trova, Alloggio Holidays, we, us and our mean Trova Pty Ltd and, where relevant, the Australian trading name, associated entity or holiday brand through which the booking is offered or managed.

We act as manager or agent for the owner, operator or person legally entitled to grant occupation of the property.

Your agreement with us

By:

• making a booking;

• paying an amount towards a booking;

• staying at the property; or

• allowing other people to stay under your booking,

you confirm that:

• you have read and accepted these Terms;

• you are authorised to accept them for the guests included in your booking;

• information you provide is true, accurate and complete; and

• you will ensure your guests and visitors comply with these Terms.

The person making the booking is responsible for the conduct of the guests, visitors and invitees connected with that booking.

24. How These Terms Work With Other Booking Documents

These Master Terms & Conditions form the general framework applying to guests staying in Holidays by Alloggio properties within Australia.

They should be read together with:

• the Alloggio Group Charters and Policies;

• your booking confirmation;

• the property listing;

• any house rules, building by-laws or guest guides provided for your property; and

• applicable brand-specific or region-specific terms.

Some brands, regions, buildings and individual properties have additional operating requirements.

If there is an inconsistency, the following order of priority applies unless applicable law requires otherwise:

1. any applicable law that cannot be excluded;

2. the Alloggio Group Charters and Policies for matters they expressly govern, including privacy, data handling, marketing, technology use and security;

3. your booking confirmation;

4. specific property rules or building by-laws;

5. applicable brand-specific or region-specific terms; and

6. these Master Terms & Conditions.

25. Third-Party Booking Channels

Where you make a booking through a third-party booking channel, that channel's applicable terms also apply.

Those terms prevail over these Terms only to the extent of a direct inconsistency where that result is required by the booking channel arrangement or applicable law.

26. Compliance With Laws, Building Rules & Codes

You and everyone connected with your booking must comply with applicable:

• laws;

• local regulations;

• body corporate and strata by-laws;

• community rules;

• building requirements; and

• industry codes applying to the property or your stay.

This may include short-term rental codes of conduct, local council guest behaviour rules, strata obligations and state-based regulatory requirements.

Serious conduct breaches

Where permitted by law, if you or another occupant seriously breaches these Terms or an applicable code, we may disclose relevant information concerning the breach to persons who reasonably need that information, including:

• the property owner;

• building manager;

• body corporate;

• security provider;

• booking or platform provider;

• legal advisers;

• insurers;

• regulators;

• applicable bad guest registers; or

• other relevant persons.

27. Privacy, Personal Information & Data Security

Bookings, guest interactions and services provided within the Alloggio group are also subject to the broader Alloggio Group Charters and Policies.

These group policies provide the overarching framework applying across relevant Alloggio brands and entities, including matters relating to:

• privacy and personal information;

• data security and cyber protection;

• how guest, owner and user information is collected, stored, used and disclosed;

• direct marketing, service communications and customer engagement;

• website, platform and technology use;

• legal, risk and compliance requirements; and

• other group-wide policies and charters published by the Alloggio group from time to time.

Where a group policy deals specifically with privacy, data handling, marketing consent, cookies, security controls or related matters, that policy applies across applicable Alloggio brands and entities unless a stricter legal requirement applies.

We collect, use, store and disclose personal information in accordance with applicable privacy laws, our privacy policy, data security settings and the Alloggio Group Charters and Policies.

Depending on your interaction with us, information may be used to:

• manage and administer your booking;

• verify identity and payment details;

• provide guest support and operational communications;

• improve our services, websites, systems and guest experience;

• conduct internal reporting, fraud prevention, risk management and compliance activity;

• provide service updates and booking-related communications; and

• where permitted by law, provide marketing, promotional information or relevant offers from Alloggio group entities, brands or related services unless you have opted out or told us in writing that you do not wish to receive them.

Where reasonably required for booking administration, compliance, fraud prevention, marketing administration, technology operations or guest servicing, relevant information may be shared with:

• service providers;

• payment processors;

• identity verification providers;

• technology partners;

• property owners;

• building managers;

• related Alloggio group entities;

• contractors; or

• relevant authorities.

Alloggio takes privacy, confidentiality and data security seriously and uses reasonable administrative, technical and organisational safeguards designed to protect personal information from misuse, interference, loss, unauthorised access, modification and disclosure.

By making a booking or using our services, you acknowledge that information relating to you will be handled in accordance with this section and the applicable Alloggio Group Charters and Policies.

28. Liability

To the maximum extent permitted by law:

• we do not accept liability for loss, damage, injury, delay, inconvenience or expense arising from your use of the property or inability to use the property, except to the extent directly caused by our negligence or breach of law;

• we are not liable for acts or omissions of property owners, neighbours, contractors, utilities, telecommunications providers, third-party booking platforms or other third parties;

• we are not liable for loss of enjoyment, indirect or consequential loss, loss of opportunity or travel-related costs; and

• you are responsible for arranging appropriate travel insurance and protection for your personal belongings.

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

29. Indemnity

You indemnify us, the property owner and our related bodies corporate, officers, employees, contractors and agents against claims, liabilities, losses, fines, penalties, damages, costs and expenses arising from:

• your breach of these Terms;

• an act or omission by you, your guests, visitors or invitees;

• property damage, nuisance or injury caused during your stay; or

• unlawful, negligent or reckless conduct by you or persons connected with your booking,

except to the extent that the relevant loss is caused by our negligence, wilful misconduct or breach of law.

30. Updates, Changes & Severability

If any part of these Terms is found to be invalid or unenforceable, the remaining provisions continue to apply.

We may update these Master Terms & Conditions from time to time.

The terms applying to your booking are generally those made available to you at the time your booking is confirmed.

A later change may apply where:

• required by law;

• reasonably necessary to address security or fraud;

• reasonably necessary for payment processing;

• reasonably necessary for platform integrity;

• reasonably necessary to address operational risk; or

• expressly agreed with you.

31. Contacting Us

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.

For corporate information, please refer to the Trova website or your booking correspondence.

32. Entity References

For clarity:

Trova Pty Ltd means Trova Pty Ltd ACN 358 558 265.

Trova Pty Ltd is the contracting party with the guest for the purposes of the booking and these Terms & Conditions.

Alloggio Management Pty Ltd means Alloggio Management Pty Ltd ACN 618 814 556.

Alloggio Management Pty Ltd is the entity through which holiday home owners appoint management services under their management agreements, including in relation to owner rent, owner-side fees, charges and other amounts authorised under those agreements and any terms incorporated into them.

For further information about Trova and the Alloggio booking structure, please refer to More About Trova here.

Thank You

Thank you for choosing Holidays by Alloggio.

We hope these Terms make it easier to understand what you can expect from us and what we ask of you during your stay.

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

We look forward to welcoming you.