Flame Hill Vineyard

Terms & Conditions

SYMPHONY HOUSE & SINCLAIR COTTAGE These terms and conditions apply to all accommodation, experiences and packages made available by Flame Hill Vineyard through the properties Symphony house / Sinclair cottage the following documents will be known as the Symphony house/ Sinclair cottage terms & conditions. By making a booking for accommodation, guests warrant they have read these terms and conditions and agree to be bound by them subject to such changes as are notified to them. If the booking for accommodation and/or Experience is made through a third party, the terms and conditions of that third party also apply however Symphony house/ Sinclair cottage terms & conditions take precedence over all other terms & conditions. RESERVATIONS All accommodation is subject to availability. Symphony house/ Sinclair cottage will endeavour to provide the accommodation but reserves the right to refuse requests for bookings or actual bookings. Accommodation and Experience/Package bookings must be paid in full at the time of reservation by provision of credit card details. A booking confirmation email must be obtained by the guest. If a booking confirmation email is not obtained, the booking is not confirmed. It is the responsibility of guests to review the booking confirmation email and promptly advise Symphony house/ Sinclair cottage if there are any errors or misunderstandings. By providing credit card details, guests warrant Flame Hill Vineyard have the authority to use the credit card and they authorise Symphony house/ Sinclair cottage to charge the cost of their booking(s) to that credit card. A 2 night minimum stay applies for all reservations booked. Rates are per bedroom, per night .
REGISTERED GUESTS All guests staying at Symphony house / Sinclair cottage will be known as registered guests. The list of registered guess must be supplied by email or at check-in with guests full names and contact details. PETS Pets ARE NOT permitted at Symphony house/ Sinclair cottage at any time. Should any furry friends be found on site or evidence they have been present in the accommodation, the termination and cleaning policy will apply CHECK-IN/ CHECK- OUT / BUSINESS HOURS Check-in from 2pm. Check-out by 10:30am Check-in: To Symphony house or Sinclair cottage you will need house’s key. In order to retrieve the keys of the Symphony house or Sinclair cottage you will have to stop at our cellar door and sign the documents of the Terms & Conditions as well as your credit card. If you cannot be present during the opening hours of the cellar door, please let us know 24 hours in advance so that we can arrange for you the keys and the electronic signature of the documents Terms & Conditions. Early / late check-in’s can be requested by email vineyard@flamehill.com.au or (07) 5478 5920 and are subject to availability and not guaranteed. To ensure each guest ultimate stay at Symphony house/ Sinclair cottage, please check-in between 2pm – 4pm. CANCELLATIONS & AMENDMENTS
Reservations are non-refundable after purchase, however please email vineyard@flamehill.com.au should you need special consideration for extenuating circumstances. SECURITY DEPOSIT Credit card details will be used as the security hold for your reservation. Charges will only be made should items be removed from the house - as per below detailed items, damages & breakages and additional cleaning fees should the house be left in an excessively unkept state The bed linen & pillows, kettle, toaster, tv, kitchens utensils, decorative items, furniture, towels are NOT gifts and should remain in the house. Should these items be removed from the house, you will be contacted and your security deposit will be charged to your credit card. Arrival barrel port, chocolate and guest soap & shampoo are complimentary and may be removed from the cabin.
SMOKING POLICY Smoking is NOT PERMITTED in or around the House and building areas at any time. This applies to both traditional smoking methods and all electronic delivery systems including vapes, vaporizers, vape pens, hookah pens, electronic cigarettes (e-cigarettes or e-cigs), e-pipes and any variations of the foregoing regardless of the product’s name. If ANY evidence of smoking is found in the House/cottage or around the building areas, your stay is subject to immediate termination of the rental agreement and a $400 cleaning fee. TERMINATION OF RENTAL AGREEMENT IS POSSIBLE IF
• Guests are found smoking on the property
• Symphony house/ Sinclair cottage House DOES NOT allow any pets in the House. A $400 fine will be claimed if pets have accommodated in the house.
• Unregistered guests and visitors are found on the property DAMAGES Immediate notification via email ( vineyard@flamehill.com.au ) or phone (07) 5478 5920 will be expected of any damages or breakages in the House. You (the Tenant) is financially responsible for any damage to the House. This includes losses caused by you (The Tenant). The Tenant will be responsible for any damages and losses to the property and the business ( Flame Hill Vineyard ) that occur during the occupancy by the Tenant and registered guests. A detailed check-out inspection will be made of the House before another guest occupies the house. The Tenant is responsible for any damages or breakages found that are over and above normal wear and tear and usage. In this case, a detailed statement of damage along with an invoice for the repair or replacement cost will be sent via email. Any costs will be deducted from the security deposit held. VISITORS AND UNREGISTERED GUESTS Access to Symphony house/ Sinclair cottage is exclusive for registered guests only. Should unregistered guests and visitors occupy rooms or facilities, the termination of rental agreement will apply NOISE & PARTY POLICY Symphony house/ Sinclair cottage has a zero tolerance policy on parties being held on the property. A party being defined as
• Any situation where the noise level from a guest room disturbs other guests.
• Any situation where it is deemed that intoxication is occurring.
• Any situation where it is identified that excessive alcohol or noise is present In the event that any room guest is identified as having a party, Symphony house/ Sinclair cottage reserves the right to immediately request all occupants of the guest room up to, and including, the guest who has registered for the guest room to vacate the premises. In the event that an eviction does occur, the registered guest will be charged for any expense resulting from additional cleaning of the guest room, replacement of any furniture/fixture/fitting breakage, as well as for any required repairs. EXTENDING YOUR STAY After you have booked your stay with us, you can request to extend your stay with us by email ( vineyard@flamehill.com.au ) or phone (07) 5478 5920. This will be dependent on availability If you are already staying with us and would like to stay longer, please email us at least 24 hours before your check-out date via email ( vineyard@flamehill.com.au ) or phone (07) 5478 5920. WATER We ask that you respect and restrict water use where possible, as the house are serviced by rainwater tanks if excessive use / loss of water occurs the replacement coast will be deducted from the security deposit. ROOM CLEANING POLICY Room refreshes will not be offered during stays under 6 nights. Should you need fresh towels, please contact us email ( vineyard@flamehill.com.au ) or phone (07) 5478 5920
CLEANING FEES Cleaning Fee of $75 per hour applies if basic check out produces are not completed by the guests CHECK OUT PROCEDURE Upon booking, Guests agree to the below check out procedures when staying at Symphony house/ Sinclair cottage - All rubbish is to be removed from the property at check-out, this includes, bathroom & kitchen bins, refrigerator and any general waste left in the kitchen. - All dishes to be washed and returned to their original place in the House. - No items are to be removed. If items are found to be missing, the damages fee applies. - Door is to be locked upon exit - Ensure all fans, lights, heaters and air conditioners are switch off and/or unplugged. - Ensure all windows are closed securely and all curtains are closed. GUEST SAFETY As a part of our commitment to guest safety, surveillance cameras are used on the property and anyone on our property may be recorded. Symphony house/ Sinclair cottage assumes no responsibility for any personal bodily injury incurred while engaging in indoor/outdoor activities on the grounds including mountain climbing, bike riding or nature walks/treks and you do so at your own risk. Symphony house/ Sinclair cottage is located in a Natural rural bushland environment and as such all forms of wildlife may be encountered during your stay. Should you participate in any outdoor adventures or hikes on the property grounds, you do so at your own risk.

Payment Policy

Non-refundable full payment required at the time of booking (Credit Card) or within 2 days of reservation (Bank Transfer).

Cancellation Policy

Reservations are non-refundable after purchase, however please email vineyard@flamehill.com.au should you need special consideration for extenuating circumstances.