Ace Echuca Terms and Conditions

Frequently Asked Questions

Below are listed our most Frequently Asked Questions…….and answers.

The (Welcome Guide) tab above also has some great information.

Please ensure that you read our Terms and Conditions under the (View Policies) tab in regards to your booking.

If you have a question not answered below, please contact us.

Q. When do I need to pay to secure my booking?

Your deposit and the contact details we request from you are required on the day of booking.

Bookings are not confirmed until the deposit has been paid. The deposit is normally 50% of your total cost.

Full payment including the refundable Security Deposit should be made 30 - 60 days before arrival depending on the season – we will send out a reminder for full payment of your accommodation cost.

Q. What payment methods do you accept?

Payment can be made by direct bank deposit to our business account. This can either be done at the bank or via internet transfer. You may pay by Visa or Mastercard if required via contacting Chelsie on 0438375938 but please note there is a 3% surcharge.

Q. Can I get an Invoice/Receipt?

You will receive a confirmation of your payment and invoices are issued by request to individuals and as a standard procedure for Corporate Bookings.

Q. What happens to my money if I have to cancel my stay?

We strongly recommend that you take out travel insurance to cover this event.

Your deposit is made to secure your booking for a particular period of time. As we are not able to sell that period of time to anyone else your deposit is non-refundable in the event of a cancellation or unpaid balance.

If cancellation is made at the request of the guest within one month of the check in date the money paid is not refundable unless the house is re-let for the entire period at the same tariff. If a refund is made due to the property being relet then a $100 cancellation fee will apply.

The reason for this policy is that it is difficult to rent a holiday homes at short notice and your booking has prevented us from offering the property to other people wanting to make a booking. Please make sure that you have read our Terms and Conditions and feel free to ask as many questions as you would like to before making a booking.

If we are forced to cancel a stay due to unforeseen circumstances such as damage to the building, you will be given a full refund and we will do our best to find you alternative accommodation.

Q. What happens if I want to make a change to my stay?

Where possible we will try to accommodate any changes you may have as long as it does not adversely affect the booking.

Q. What is the Security Deposit for?

The Security Deposit we ask to hold is to cover any damage that may occur to the property, as we all know that accidents can occur. It also covers any breaches of house occupancy limits and house rules. Your Security Deposit will be returned in full if the home is left clean and tidy with no damages and no house rules are breached.

Q. What do you mean by a “clean and tidy” home?

Refer to the checkout guide under the Welcome Guide tab above. Basically respect the house and leave it in a similar condition to when you checked in.

Q. Can we have a party?

No. Large parties and functions are strictly prohibited. Non adherence to this policy may result in termination of rental and loss of monies paid. We do not allow our holiday homes to be used for Bucks or Hens parties or to be utilised as a party house. We do not accept footy or netball trip bookings or allow Weddings at our properties.

Q. Tell me about that fabulous pool?

The in-ground salt chlorinated solar heated pool is 8 x 4 metres. It has in-floor cleaning and there is a pool blanket if you like it really warm. There is an outdoor hot shower next to the pool. Solar heating works well when the temperature is 26 degrees and above for a few days in a row. WE general turn the solar in in September when the days get a bit warmer. If excess leaf debris blows into the pool during your stay please remove with the scoop provided. Please contact management immediately if the pool water does not appear clear. When it is extremely hot or lots of people use the pool it made need a chemical adjustment during your stay.

It is fully fenced. The fly screen doors to the living room are riveted shut in accordance with the law - effectively forming a fence.
Do not prop the gate open - it is illegal.
Always supervise children when swimming.
Glass is not allowed within the pool area.
Never touch the pool controls

Q. May we have extra guests to stay?

A stipulated maximum number of 11 guests is allowed. You must not exceed this number or the number of guests that you have told us will be staying without first referring to us. The price quoted is dependent upon the number of guests staying. You may lose your deposit/bond or be asked to leave if you do not keep us informed.

In short - you cannot book for 6 guests and then have a few friends pop over to use the facilities for free. You must seek approval and a small fee may be payable. No sneaking guests in. It's awkward for everyone concerned. Do the right thing.

Q. What do we do if we break something, or if an appliance breaks down?

Report the matter to Ace Echuca Holiday Homes as soon as you can during business hours. If it is an emergency you may contact us out of hours. We will try our best to get an appliance repaired or replaced but this might not always be possible within a short time frame. Breakages or damage to the house or household goods may be deducted from your Security Deposit at our discretion. If there is insufficient Security Deposit held to pay for the damage, you will be charged for the balance.

We do not service the home while you are there, however the property may be accessed during your stay by our maintenance staff for emergencies, to service the swimming pool, gardens or garbage bins.

Q. Where do we pick up/drop off keys?

You will be provided with a code for a Key Box which is located on the meter box next to the front door. You will be required to provide identification and/or credit card details via phone, email and/or text message prior to be granted access.

Q. What do we need to bring with us?

Refer to the Welcome Guide tab above.

Q. What are your Check-in/Check-out times?

If you need a little extra wiggle room with check-in or check-out times, just contact Chelsie directly. We'll try to make it work. But, if another guest or cleaners are waiting, we will need to stick to our maintenance schedules.

Oh, and a quick heads up: We do need everyone to be checked out
by 10:00 AM sharp if you haven't arranged a later check-out.

Four hours of cleaning is included in your rate which is usually ample to return the house to its spic and span state. If you hold up our cleaners by checking out late or we need to allocate extra time to spruce up the place for the next lucky guest, we will charge $50 per half hour to the booking provider or deduct it from your bond.

So, let's keep everything tidy and stick to the schedule.

Q. I want to bring my pet along. Is this possible?

We love furry friends but unfortunately pets are not permitted under any circumstances at Ace Echuca.