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How long does the booking process take?
For all of our getaway bookings we require at least 2 weeks notice for each booking. This is so we can make sure the gift box that is included with each booking arrives to the getaway in time.
Booking queries are responded to the same day they are received unless they have been received over night.
What methods of payment accepted?
Payment is due at the time the invoice is issued if your booking is less than 6 weeks from arrival. If it is more than 6 weeks from arrival a 50% deposit is required with the balance due 6 weeks from arrival. This is our standard practice for all bookings as some of our suppliers/vendors/hosts require full payment at the time the booking is made.
We do have payment plans available for those who need to pay off their booking over a period of time. Our plans are calculated based on the number of weeks left prior to arrival. We are in the process of adding Laybuy to our website to make paying off bookings even easier.
Payments can be made via Internet Banking either directly or through Poli and credit card through PayPal. You do not need a PayPal account to make the payment.
What do I do if I receive an invoice?
Payments are to be made once an invoice is received. All invoices that remain unpaid after 24 hours will incur a penalty charge of $50.00.
Please check your invoice and make sure all the details are correct. Once an invoice has been paid you will be sent a confirmation email.
Can I use more than one payment method to pay for a reservation?
Yes you can. We do have payment plans available for those who need to pay off their booking over a period of time. Our plans are calculated based on the number of weeks left prior to arrival. We are in the process of adding Laybuy to our website to make paying off bookings even easier.
How do I edit or remove a payment method?
Send us an email and let us know you have made a payment via another method.
Can I make changes to a pending reservation request?
Yes you can as long as the changes are made the same day the booking has been received. We can only hold bookings for 24 hours at which time the booking is then cancelled.
How do I cancel a reservation request?
Send us an email as soon as you decide to cancel. Late cancellations of more than 24 hours may incur a penalty charge.
How do I check the status of my reservation?
If you have not received a confirmation email simply get in touch and we will follow it up for you.
How do I find my reservation?
Once your reservation has been confirmed you should receive an email with all the details.
When am I charged for a reservation?
Our standard payment terms that cover all of the getaways on our website require payment to be made in full if less than 6 weeks from arrival. If the booking is made more than 6 weeks from arrival we only require a 50% deposit at time of booking.
We do have payment plans available for those bookings made more than 3 months out from arrival. For information on these please get in touch with our team.
Help on your reservations
What happens if my host cancels my reservation?
Should your host cancel your reservation unless there is exceptional circumstances without warning, they will be required to inform us immediately and either refund in full or move the reservation date to another suitable date suitable to both parties.
What is the Resolution Center?
Should you need to resolve an issue with your reservation please contact our Business Manager in the first instance. Click on the Contact Us button at the top of the screen for more information.
What should I do if I forgot something at a place I stayed?
Should you leave behind something after staying in one of our getaways please email us with the details and we will endeavor to have your belongings returned to you as soon as possible. Depending on the size of the item(s) left behind we may need you to send a prepaid post bag to the host directly.
Should I book if I have not heard back from the host?
As our getaways are very popular with most booking out up to 3 months in advance we recommend you make your booking as soon as possible. We will reply to all booking queries.
How do I share trip details with others?
With all of our getaways their exact location information is given out once payment has been made. Wanting to add some mystery and surprise to our client bookings we decided after consultation with our audience to release location directions and information one week prior to arrival. This is to help the person who made the booking keep it as a surprise from their partner for as long as they can.
We recommend you keeping the details of your trip a surprise for as long as you can.