Holiday Accommodation Terms & Conditions

Updated 26 June 2026

Guests agree to these Terms and Conditions when a booking is confirmed, and payment is made. Any breach of the below short-term letting terms and conditions, as agreed by both parties, permits the agent, Soulful Living Real Estate, to refuse entry, forfeit the rent, or immediately terminate the letting.

Licence not a Tenancy

The booking with Soulful Living Real Estate is not a residential tenancy agreement under residential tenancy legislation. Failure to comply with any of the guest’s fundamental obligations and the terms and conditions of the property may result in immediate termination and eviction. The guest is granted a licence to occupy the accommodation for the agreed booking period. Refunds will not be paid on terminated occupancies.

Check-in and Check-out

Check-in is available from 2:00 pm on the day of arrival. Check-out is 10:30 am on the day of departure. There may be variations to these times; if so, guests will be advised accordingly.

Cancellation Policy

A strict 60-day cancellation policy applies. A 20% deposit is required at the time of booking, with the remaining balance due 60 days prior to the commencement of the stay. In the event the guest cancels within the 60-day cancellation period, no refund applies. For cancellations made more than 60 days prior to the stay, with written notice, a full refund will be issued within 30 days (end of month payment cycle).

Short Stay Levy

From 1 January 2025, the short stay levy applies to short stays in Victorian property. You may be required to pay the short stay levy if you accept bookings for a stay in Victorian accommodation that is less than 28 consecutive days and charge a fee for the stay.

The levy is a flat 7.5% of the total booking fees paid, including fees and charges such as cleaning fees and GST where applicable. The total booking fee does not include credit card fees.

Keys

Keys are to be collected from and returned to the Soulful Living Real Estate office, unless alternative arrangements have been agreed to in advance. Should the office be unattended, a key drop box is located next to the front door where keys may be left.

If guests lose keys or remote controls, lock keys inside the property, or require access assistance, a call-out fee of $50 will apply. If replacement keys or remote controls need to be cut or purchased, key barrels need to be replaced, or re-keying is required in secure complexes, costs will be calculated accordingly and charged to the guest.

Number of Persons, Noise, Parties and Functions

Properties are for registered guests only. No outside guests are permitted on the premises without prior written approval from Soulful Living Real Estate. The number of occupants must not exceed the number of persons shown on your booking confirmation. Any increase in numbers must be agreed upon in advance and may incur additional fees.

Excessive noise, parties and functions are not permitted, as they can cause disruption to neighbours, nearby residents and other holidaymakers. If an unauthorised function is held at the property, the bond will be retained, and additional fees will be charged to cover any excess cleaning and/or property damage.

Noise Complaints

If a complaint of excessive noise or anti-social behaviour is received, police will be contacted to investigate.

At the time the report is received, Soulful Living Real Estate will also determine the severity of the incident and its impact on the property, the community, and the surrounding guests and residents. If the incident is deemed to be severe, all guests at the premises may be evicted by security without refund of rent or bond. This determination is at the sole discretion of management and is non-negotiable.

Excess Cleaning

Soulful Living Real Estate requests that guests leave the property in the same condition as it was found, to avoid extra cleaning charges. This includes washing all dishes (no dishes are to be left in the dishwasher), placing rubbish in the bins provided, and cleaning the BBQ. The cleaners will clean the floors, so this is not required by guests; however, cleaning charges may apply if the walls, floors or BBQ are excessively dirty.

Damages

In the event of breakages, damages or lost items, Soulful Living Real Estate requests that guests contact the office to report the incident as soon as possible. Damages may be charged to the guest.

Movement of Items Within/Between Properties

Soulful Living Real Estate has a strict policy on moving items or furniture (indoor and/or outdoor) within a property, or — in the case of bookings across multiple properties — from house to house. Moving items may cause unnecessary damage to the items and/or the property and can result in excess cleaning time due to increased housekeeping inventory checks and replacement requirements. Any damages or excess cleaning costs caused by the movement of items or furniture will be charged or deducted from the bond.

Property Presentation

The description of the premises is given in good faith. From time to time, changes may occur at properties — sometimes initiated by owners and outside of Soulful Living Real Estate’s control or knowledge. As such, no responsibility for any resulting irregularities will be accepted.

Unplanned Outages

During periods of extreme weather, power supply to properties may be interrupted due to unplanned outages. These outages will also affect WiFi, as routers will be disabled.

These outages are outside the control of Soulful Living Real Estate, and as such, we take no responsibility for them. We will, however, assist all guests during these periods to keep them informed of the situation and instructions from authorities, and to ensure their safety.

Neighbourhood Construction/Noise

Some properties managed by Soulful Living Real Estate are in areas where from time to time, there may be building or construction activity on neighbouring properties in the nearby vicinity. Soulful Living Real Estate takes no responsibility for any issues relating to noise from neighbouring properties.

No Smoking

For the comfort of all guests, all properties are strictly non-smoking. Any damages or excess cleaning costs caused by smoking on or inside any property will be deducted from the bond.

Personal and Lost Property

Soulful Living Real Estate accepts no responsibility for guests’ personal property. If items are left at a property, the relevant Soulful Living Real Estate office will contact the cleaners to determine whether the items have been located. If located, guests are required to send a prepaid, return-addressed envelope to the office for the items to be returned. The cost and tracking of returned items are the responsibility of the guest.

BBQ Gas Bottle

If during your stay you need to change a BBQ gas bottle at the property, please advise Soulful Living Real Estate so that a replacement bottle can be arranged. If both bottles are empty, please take one bottle to the service station at 107 Great Ocean Road, Anglesea and swap the empty bottle for a new one. Please keep your receipt for reimbursement upon check-out.

House Gas Bottles — If during your stay the gas for the cooktop or hot water begins to run low, it is likely because the external gas bottle has run out. There is a backup second gas bottle which can be switched over at the top. Please contact our office for assistance with this process.

Rubbish Collection and Excess Rubbish

Soulful Living Real Estate engages the services of a local company, ‘The Bin Kid & Co’, who will attend the property and put bins out for collection throughout summer. All we ask is that all rubbish is placed in the appropriate bins. Bin lids MUST be able to close fully for collection.

If there is excess rubbish upon check-out, the bins will be emptied at an additional cost, which will be charged to the guest.

Vic Emergency App

We highly recommend downloading the VicEmergency App to your mobile device for the duration of your stay on the coast.

The VicEmergency app aligns with the VicEmergency website to provide a centralised location for Victorians to access timely emergency information and warnings.

The app includes warnings and incident notifications for fire, flood, storm, earthquake, tsunami, weather warnings, shark sightings, beach closures and more.

To receive location-specific alerts when warnings are issued or incidents occur, you will need to set up your watch zones within the app.

If you are in a life-threatening situation, always call Triple Zero (000) for police, fire or ambulance.

VicEmergency is available for download from the App Store or Google Play.

Welcome to the Surf coast, we hope you have a relaxing and enjoyable stay.

Feel free to reach out to us, should you have any queries throughout your travel journey.

Soulful Living Real Estate
Kellie Saddington – 0413 650 227