Booking Terms & Conditions

Standard Booking Terms and Conditions – Moreton Island Accommodation Services

The terms and conditions of holiday letting as agreed to by both parties are as follows. Please read carefully the conditions of Holiday Letting as any departure from the same permits the owner or agent to refuse key, amend rent of premises or immediately terminate the tenancy.

The premises are let to you for holiday purposes only for the period stated on the confirmation advice.

Lost & Found Property
Guests are solely responsible for their belongings whilst staying at the property and are required to take the usual steps to prevent any property loss, including locking premises and vehicles when not attended.

If personal property is left behind and it is discovered by one of our housekeepers, they will place the property in the Lost & Found property store at our nearest office. We will call you and request that you send us a pre-paid postal bag so that we can return the item to you.

If you realise that you have forgotten something then give us a call, we will contact the housekeeper to see if they have found it, then we will request the prepaid bag as above. We cannot guarantee the item will be found.

We do reserve the right to charge a $25 fee to collect or search for lost items from a property if they are not found by the housekeeping team. If the property is not claimed within 30 days, it will be disposed of.

Linen for Hire

  • The majority of the properties we manage do not include full linen in the tariff. Some properties require guests to bring their own sheets and towels.
  • MIAS do offer a linen hire service for these properties and for guests who do not wish to or cannot bring their own linen.
  • This service is charged per bed. Guests can choose to have all beds made or just the few they wish to use.
  • Beds will be made with quality linen prior to arrival and the linen service includes: Sheets and pillow cases, bath towels, hand towels and bath mats
  • The linen service does not include beach towels. Linen service may not be available last minute so please book and pay early.

Price for Linen are:

  • King, Queen and Double linen packages - $60.00
  • King Single, and Single linen packages - $30.00

Extras for Hire
Holiday Rental Specialists have a number of extra’s that can be hired at the time of booking your holiday. They are:

Baby Equipment

  • Some properties we look after have baby equipment at the property, please see the features list in the individual property information. If they are not provided in the property, we do offer a hire service for portable cots and high chars. The service is charged per night and equipment must be hired and paid for, for the entire stay.
  • Our portable cots come with a towel. The equipment will be at the property upon your arrival. We have limited supply of baby equipment so please book early as we cannot guarantee availability.
  • Portable Cots - $10 per night – subject to availability
  • High Chairs - $7 per night – subject to availability

Arrival & Departure Information

Directions and Property Access
Directions to the property and key access details will be emailed to the booking guests email address 7 days prior to arrival and key details or the code for the key box will be sent in this email. If the email does not arrive in your inbox, please in the first instance check your clutter and /or junk mail email and if you still have not received it, please contact our team on 07 3410 0810.

Check In & Check Out

  • MIAS standard check in time is 2 – 4 pm and check out time is 9 – 10 am.
  • We can offer you a complimentary one-hour extension of the check in or check out time as a gesture of good will, if possible, please call our team to request this prior to your arrival.
  • If you would like to arrive any earlier than 2-4 pm or enjoy a lazy check out, there is a surcharge associated. The surcharge for properties sleeping up to 6 people is $75 and for properties over 6 people is $150 (subject to availability as some properties do not offer this service.) This will allow you to arrive at 9am or depart at 3pm.
  • The safest way to secure a later check out or early check in is to book the property for an extra night, please contact us to see if we can offer a special rate for this extra night.
  • Please advise us if you would like to take up any of the above as we will need to adjust the booking accordingly.

Code of Conduct

  • You must not make noise that unreasonably disrupts your neighbours
  • You must not cause damage to the premises, including any common property on the Resort Grounds.
  • You are responsible for the actions of your visitors and must ensure they comply with the behaviour standards set out in the code.
  • If you do not meet your obligations, you could face penalties such as warning notices, fines or being added to the exclusion register. A person who is listed on the exclusion register is prohibited from participating in a short-term rental accommodation industry for five years.

Terms & Conditions
Accommodation Bookings Terms & Conditions
Effective 17th May 2021

A reservation can be terminated at any time if a material term or condition of this agreement is breached. Please read these terms and conditions carefully. When you make a reservation, these conditions are deemed to have been accepted by ALL GUESTS.

You have booked with MIAS we are acting for and on behalf of the property owner/host. Guests are granted a license to occupy the property for the booking dates only: this is not a Residential Tenancy Agreement under the Residential Tenancy Legislation.
Failure to comply with these terms and conditions and/or relevant codes may result in a claim at Small Claims Court, termination of the license to occupy the property, eviction, registration on exclusion registers, and/or reviews on booking sites.
If you need clarification of any term or conditions or have any issue, before, during or after the stay please contact us immediately on 07 3410 0810 or the host on the number provided to you so that we can attempt to correct the issue promptly, Compensation will not be considered unless we have been informed (during the stay) and allowed the opportunity to remedy.

1. Summary

  • The property must not be used by more than the number of guests booked and paid for on your reservation, either visiting or staying at the property, without written approval.
  • All guests should abide by “Good Neighbour Policy” and are required to ensure noise levels are kept to a minimum from 10pm until 8am the next morning.
  • Pets are not permitted under any circumstances.
  • Smoking is not permitted anywhere inside a property.
  • No commercial activity is to take place at the property.
  • Tents, caravans, and other structure are not to be erected or occupied at the property at any time.
  • Guest Cancellation Policy – Deposits are only refundable if the property can be re-booked for the cancelled dates (pro rata is applicable). There is an administration charge of $250 to re-activate the property. Cancellations within 30 days of the stay are completely non-refundable.
  • The responsible renter must be 25 years of age. Guests under 25 years of age are welcome but must be accompanied by a parent or guardian and or make payment of a $1500.00 cash bond plus parents co signing of booking.

2. Bookings & Payment

2.1  Bookings Details

  • Guest registration is required for all bookings. The registration process requires a copy of a driver’s license and credit card. These are held by the system securely for 14 days after the departure date. All adults staying at a property may be required to register.
  • Check in is 2 – 4 pm. Check out is 9 – 10 am
  • NOTE: These times may be adjusted. There will be no refund or credit should these times be adjusted after you have booked the property. Further, we cannot guarantee that a property will be ready at the said check in time. We will endeavour to have the property ready; however, unforeseen circumstances can result in delays. In the case of a delay there will be no compensation provided.

2.1.2 Changes to Booking

  • The tariff is for the agreed number of guests detailed on our receipt email. If there is a change of discrepancy, you will need to contact us to make changes and ensure that changes are documented. If the property has an extra guest charge above a certain number, you will be required to pay the additional fee.
  • Paying a deposit reserves a specific properly for specific dates. The dates and the property cannot be changed by the guest, and we cannot transfer bookings between properties, doing so would effectively cancel the original reservation and cancellation terms will apply.
  • No refunds are provided for late arrivals, early departures or unused days of your reservation. It is the guest’s responsibility to advise our team at least 14 days before the stay if beds are to be split or extra beds needed. If this is not received within 14 day this service cannot be guaranteed.

2.1.3 Cancellation Policy Cancellation made by guest

  • For bookings made and cancelled more than 30 days prior to the arrival date, the deposit is refundable.
  • For bookings made more than 30 day prior to the arrival date but cancelled after the 30 day period of arrival the full tariff is not refundable.
  • For bookings made within 30 day of arrival and cancelled and for no shows – the full tariff is not refundable.
  • For bookings made for Christmas, Easter and school holiday periods, balances are due 60 days prior to arrival, but if cancelled within 60 days of arrival the full tariff is not refundable unless a new booking is found for the same dates and price.

Upon request. We will readvertise a property to rebook it. An administration free of $250.00 is payable prior to the property being readvertised. Any refund will be provided pro rata unless the property is rebooked for all the dates of the original booking. Cancellation due to government restrictions on travel
In the event of a forced cancellation due to government restrictions on travel, booking guest will be offered a postponement of their booking if they are effected on the day of arrival of their booking, this does not include the booking guests friends who were travelling with from other states. A credit voucher to the value of the original booking will be issued. This will be valid for 12 months from the issue date. The original deposit will be held in trust and credited to the new booking There are no refunds in these circumstances unless genuine hardship can be proven/ Cancellation due to non-payment by the due date
Cancellation of the arrangement due to non-payment of the balance by the due date will result in the loss of all monies paid. Travel Insurance
Guests are encouraged to take out travel insurance to cover extra-ordinary events.

2.2 Payments

  • To proceed with a booking via MIAS website, the following payment conditions apply: for other bookings sites please see their payment terms
  • 25% Deposit is due at the time of the booking.
  • Balance of all off peak outstanding monies is due 30 days prior to your arrival. Balance of all bookings for Easter, Christmas Holiday period is due 60 days prior to your arrival. Our system will generate a reminder to your email. Payment will be taken on the balance due date from the card provided at the time of booking and held on file.
  • Payments are to be made by credit card (a 2.02% service fee is applicable to all credit card transactions). Bookings will be cancelled if a payment is not received in accordance with the above terms. Any service fee is non-refundable.

2.2.1 Credit Card Storage
We will securely save credit card details for the purpose of:
1. Processing payments on the due date.
2. Charging the guest for the supply of duplicate keys or re-entry/rekeying at cost of our call our fee of $110
3. Charging the guest if:
(a) A representative of MIAS attends to the property to investigate an issue that is then deemed to be caused by the guest ($110 per call out)
(b) A tradesperson attends the property to fix an issue that is deemed to be caused by the guest (invoice cost)
1. Charging $500 per offence should there be a credible noise complaint by the neighbours and/or the police-security are called to the property
2. Charging $1000 per offence if there is evidence of a party or function at the property
3. Charging the cost to repair or replace any malicious, deliberate or negligent damage to the property
4. Charging the cost to steam clean carpets, furnishings, linen etc. if pets are at a non-pet friendly property, pets have been allowed on furniture or in-/on beds, or there is evidence of smoking inside the property
5. Charging applicable surcharges if pets are at a property without prior consent
6. Charging $50 for BBQ’s not cleaned thoroughly by the guest prior to departure
7. Charging the cost to remove excess rubbish and/or if the bins were not put out on the bin night, including departure day
We will only charge the guests card in accordance with our terms and conditions and any applicable Australian Laws. All charges will be subject to a service fee and an administration fee.

2.2.2 Security Deposit

  • The interior and exterior of the properties we manage are finished and furnished with costly materials and products. Our team thoroughly inspects each home regularly, including taking inventory of contents between each guest. You are financially responsible for all damage or loss to the property and its contents from the date and time you check in and until you check out. To avoid erroneous blame, you are required to immediately notify our team or the host if anything is amiss when you arrive at the property.
  • You may be required to pay a refundable security deposit of up to $1500 if you are booking specific homes. The security deposit must be paid by direct deposit and a return of any deposit does not mean that you will not be held accountable for issues noticed of reported after any refund of it. The security deposit will be retained until our team has completed the checkout inventory and inspection. Should the property be found excessively dirty, or items are missing or damaged, the cost of additional cleaning and/or the cost of repair or replacement of property will be deducted from your deposit. The remainder of your deposit will be refunded to you within 14 days of later if further written notice has given due to investigation. You remain responsible for, and will be charged for, the cost of any damage, repair, or replacement in excess of the Security Deposit.

3. Guest Information & Obligations
It is a condition of your stay that you adhere to our Terms and Conditions, MIAS, the Good Neighbour Policy and that you leave the property promptly after completing departure checklist. Guests must always abide by the local council and state planning laws and guidelines regarding short term residential accommodation.

3.3 Keys
A service fee of $110 applies if a set of duplicate keys are required by a guest. If we are unable to provide a key for any reason, then the guest will need to engage the services of a qualified locksmith to gain access. The locksmith’s invoice must be paid directly to the locksmith at that time by the guest. Guests must not break into or attempt to break int premises when locked out. Keys should be returned as per instructions provided. Should the keys not be returned, the guest will be liable for any charge incurred in gaining entry and/or replacing keys and changing locks, if necessary, plus a processing fee (with a minimum charge of $110)

3.4 Cleaning
This is included in the full tariff, if excessive cleaning is required over and above what is considered by MIAS to be a standard clean, the guest will be charged at cost.

3.5 BBQ Cleaning
A $50 cleaning fee will be charged for unclean BBQ’s. Guests can decide to clean the BBQ to avoid the charge. If the BBQ is not cleaned to a high standard the credit card will be charged $50.

3.6 Rubbish

  • You must take any excess rubbish with you that does not fit in the provided bins when you leave. If it is bin night during your stay or the day of your departure you are required to put the bins out on the curb. You will find a bin night notification at your accommodation. You will be charged a tipping fee of $45 per bag, if excess rubbish is left at the property or if the garbage bin is not put out on bin night as requested.
  • In Townships, such as Cowan Cowan and Bulwer, you will need to take the rubbish to the general waste station in your town. You will be charged a tipping fee of $45 per bag if excess rubbish is left at the property.

3.7 Loss and Damage
All damages, breakages or losses to the property, furniture and furnishings are to be reported immediately. Should you discover a fault or breakage when you arrive, please contact us directly to avoid being charged for this damage.

3.8 Children
No responsibility will be taken for children staying at or visiting the property. Please supervise carefully always taking into consideration fencing, pools, dams, stairs, verandahs, balconies and cleaning chemicals. Children under the age of 10 years old should not sleep on the top bed of a bun. 9 months and under are classed as infants.

3.9 Issues before, during or after the stay
If you encounter an issue before, during or after the stay, contact us immediately so that we can attempt to fix it. We will not be able to consider compensation unless we have been afforded the opportunity to remedy any issue. We will do our best to provide attention for any issue but cannot guarantee a fix. Tradespeople do need to attend from the mainland.
SMOKE ALARMS: Under no circumstances are guests to tamper with or remove any smoke alarms. If you have burnt toast or your dinner and the smoke alarm is going off, please fan smoke near the smoke alarm with a tea towel, and press reset button. It is against the law to remove or tamper with any smoke alarm. If guests have tampered with or removed smoke alarms or back up batteries a $150.00 fee will be charged per smoke alarm for repair. Smoke alarms saves lives.

3.10 Call Out
Should the host, a tradesperson or a representative from our team be called to the property and the issue is deemed to be caused by a guest, equipment owned by a guest or because a guest has not followed instructions provided at the property or via phone, the guest will be responsible for payment of the invoice for the tradesperson and the call out fee of $110 at the time of the call out.

3.11 Smoking
Smoking is not permitted inside any of our properties. If you need to smoke, please do so away from the property to ensure that the smoke does not enter inside the property. If evidence of smoking inside the property is detected, you will be charged for steam cleaning of carpets and furniture, laundering of all soft furnishings and linens, plus replacement of linen where necessary. It is the guests’ responsibility to understand this prior to booking.

3.12 Third party services
Should you engage the services of a third party during your stay such as a caterer, beautician, massage therapist etc. it is your responsibility to ensure that they adhere to the Terms and Conditions and hold appropriate Public Liability Insurance. The owner, MIAS and the housekeepers will not take any responsibility for any issues arising where a third party has been involved.

3.13 Number of guests
Each holiday property is equipped for a specific number of guests. No mattresses, tents, caravans or more cars than the property accommodates are allowed. It is against Health Department Regulations for more persons to occupy a property than there are beds to accommodate them. The guest limits apply for the duration of the booking. Any extra guests (this includes day visitors) above those that have been booked and paid for must be approved in writing prior to the stay. The owner has the right to charge for extra guests/visitors and/or to decline any request. Any unapproved excess guests/visitors may result in a party/function/extra guests fine of $1000. Registration with a “bad guest” industry registers and/or traveler reviews on booking sites.

3.14 Noise
If you or any other guest receives a warning regarding excess noise or excess guests, you may be asked to leave the property IMMEDIATELY with no monetary refund. Noise audible outside the property is prohibited between 10pm and 8am the next morning. In addition, if our staff, security guards or the police are called to the property to deal with noise complaints or excess guests, or if we receive complaint/s from the neighbours during or after your stay, a fee of $500 per offence will be charged. Noise disruption for these purposes includes loud behaviour of any type that disrupts the peace and quiet of other: intrusive or abusive language: loud music of any other sounds affecting other residents that is audible outside the boundaries of all property.

3.15 Good Neighbour Policy
The property is a privately-owned home, and we enforce a “Good Neighbour Policy”. Please treat the property with the same care you would use with your own residence and leave it in the same conditions it was in when you arrived. All occupants of the property agree to conduct themselves throughout the stay in a manner that is respectful of and not disruptive to neighbours, traffic flow, or community and that will not prompt complaints to HRS from the police local council, neighbours or neighbourhood. You and other occupants agree to abide by all applicable parking restrictions and limitations

3.16 Recreational Activities
Under no circumstances are the following activities permitted: motorbikes, dirt bikes, quad bikes, use of firearms, air rifles, fireworks or any fire related activities other than those that are fixture at the property. A $1000 fine plus costs to remediate will be payable if a guest or visitor to the property is in breach of this term.

3.17 Security
To prevent theft at or damage to furnishings or your personal belongings, you agree to close and lock doors and windows when you are not present at the property and upon check out. Should you not be able to secure the property you should contact us immediately. If the property has a key safe, please use it during your stay. The owner will not take responsibility for any loss of guest belongings during or after your stay.

3.19 Criminal Activity
Use of the property for any criminal activity is prohibited and may result in fines or prosecutions. This prohibition extends to the use of the property’s internet service, if any, for criminal activity. We will cooperate with any investigation of alleged criminal activity at the property during the stay.

3.20 Guest property
Guests are solely responsible for their belongings whilst staying at the property and are required to take the usual steps to prevent any property loss, including locking premises and vehicles when not attended. If person property is left behind, it is the guests’ responsibility to return it by providing MIAS with a suitable prepaid satchel for its return by Australia Post or by collecting the item from one of our offices. We reserve the right to charge a $25 fee to collect lost property. If not claimed within 30 days, unclaimed items will be donated to charity. Guests must be responsible for their own property. The agent/owner cannot be held responsible for forces of nature which result in damages or loss to guest property.

3.21 Claims
If there is a claim taken from a held security deposit, or a charge made to the saved credit card, the agent will charge an administration fee of $99, to cover our costs to investigate and process the claim.
Claims may include, but are not limited to charges for: excess cleaning fee, damage or breakages, excess garbage removal, damage or issues caused by pets, pets at non-pet friendly properties, smoking inside the property, attendance by tradespeople or MIAS representatives, noise complaints, BBQ’S left unclean, overstays at the property, guests in excess of those booked and paid for, police or security guard call outs, registration on/or reporting to exclusion registers and any issue caused by the guest. We reserve the right to attend the Small Claims Tribunal or the equivalent in other states to recover these costs, and any costs not able to be processed on the credit card on file.

4. Other Terms
We have taken great care to describe your holiday accommodation to you as accurately as possible. We cannon, accept responsibility for incorrect descriptions, error or omissions, or changes made by the property owner without notifying us.

4.1 Substitution of property and price changes
At times, situations arise over which we have no control such as ownership changes, extensive repairs or maintenance, or if properties are removed from the holiday rental market. We reserve the right to offer guests alternate accommodation of a similar standard, as available., at our discretion. In the unlikely event, we will notify you as soon as possible and make every reasonable effort to ensure you are satisfied. We cannot guarantee accommodation and, should an alternative not be found by our team, you will be refunded in full, and you agree to accept this as final resolution.

4.2 Price Changes
In the event that a property undergoes major renovation between the time the booking is made, and deposit paid and the dates of the stay, accommodation rates may be subject to increase. Should this occur, you will be notified and given the opportunity to pay the difference in the tariff, we may also be able to find alternative accommodation within your budge. If this is not a satisfactory outcome for you a full refund will be processed, and you agree to accept this as final resolution.

4.3 Wildlife
Our properties are maintained and cleaned regularly, however wildlife is common in the coastal areas. MIAS and/or the owner do not accept liability, nor will any compensation be offered for unfortunate or seasonal visits of any wildlife including, but not limited to: insects, cockroaches, snakes, birds, wild pigs and/or wild cats.

4.4 Attendance at Property
MIAS and/or its representatives reserve the right to enter the property at any time, without notice, to protect and/or undertake maintenance of the property. We will provide notice to the guests wherever possible.

4.5 Equipment
MIAS and/or the owner do not accept liability or loss caused by failure of equipment and/or services out of our control. Including, but not limited to, water, electricity, gas and internet. In the event of a failure, the guests should notify our team in the first instance. Any problems that arise during the rental period that do not constitute an emergency as determined by MIAS, will be remedied at any time during or after the rental period, at the sole discretion of MIAS. No refund, compensation or guarantees are given.

4.6 Limited Liability
To the maximum extent permitted by law, in no case shall MIA, nor its affiliates, officers, directors, employees, agents or property owners be liable for any indirect, incidental, consequential, special or exemplary damages or for any damages for death, personal or bodily injury, emotional distress or damage to property, arising out of or in connection with your stay. This limitation applies to all claims for damages including negligence even if MIAS has been advised of the possibility of such.

4.7 Indemnity
MIAS and/or the property owner do not accept liability for any loss, before, during or after a booking relating to events out of our control, such as delays whilst the guest is travelling to the property, flight delays, weather events during the stay etc. and no refund will be offered under these circumstances, you will agree to accept his as final resolution

4.8 Code of Conduct/Bad Books Register/Traveller Feedback
By making this booking you hereby agree that if you or any occupant covered by this booking breaches our terms and conditions, your name, phone number, home address and email address, as well as those of any guest staying with you along with details of the breach/es may be registered with any “Bad Guest” industry register and on the Code of Conduct registers and shared with other members of short-term rental industry. Traveller feedback may also be entered onto the applicable online portals. We reserve the right to refuse or cancel a booking where a guest is registered on these sites or has received negative feedback from other booking sites or travel agents.