Rancho Relaxo Surf Retreat

Terms & Conditions

IMPORTANT COVID-19 UPDATE 2022 
Currently there are no restrictions to travel or staying in holiday accommodation in NSW. It is widely reported and acknowledged by Federal and State Governments and NSW Health, COVID-19 and its variants are now part of our day-to-day lives.

With the accelerated spread of the Covid – 19 and its variants and the ongoing challenges of closely observing NSW Public Health Orders, we are no longer able to refund or give credit for guest/s bookings affected by COVID-19 cancelling at short notice.

Our Standard Terms & Conditions as agreed at the time of booking apply and all confirmed accommodation bookings are non-refundable and non-transferable unless we are notified thirty (30) days prior to arrival.

As per the standard Terms and Conditions and NSW Public Health Orders as of 28 December 2021 the following apply:

If you are affected by COVID-19, or any related variants, and your travels are impacted or you are required to self-isolate, you will need to do so as required by the NSW Public Health Orders and incur any outcomes of that isolation requirement including loss of your confirmed accommodation booking and any paid funds.

If due to concerns about COVID-19, or any related variants, you no longer wish to use your confirmed accommodation booking, this is not considered a viable reason for a refund. A change of mind by the primary guest for a confirmed accommodation booking is not considered a viable reason for a refund. 

If any of your travelling party are affected by COVID-19, or any related variants, or other medical issues, your confirmed booking will not be transferable or refunded. Guest requirements to isolate or quarantine are not accepted as a reason for cancellations or booking movements.

If you or any of your party are not permitted to travel for any reason, you will need to find other guests to take up your confirmed booking or guest numbers. If this is not possible, any monies paid will be forfeited.

As always, we recommend travellers seek travel insurance to cover any costs they may incur.

If any of these Terms and Conditions are not suitable to you, 30 days prior to your arrival, please contact us immediately and our standard cancellation policy will apply.

For all change of date and postponed stays, bookings are subject to the current rates at the time of the new booking/s.  

TERMS & CONDITIONS

Please read these Terms and Conditions carefully.

When you make a booking, you accept on behalf of your party the terms of these booking conditions. It is your responsibility to ensure that all the details on your confirmation documents are correct and to bring to our attention any errors or discrepancies within 48 hours of your booking. 

Guests are held fully responsible for their visitors or children which may result in injury or harm when staying or visiting the Property, facilities and surroundings.

Any breach of these Terms and Conditions may result in immediate eviction with no refund or cancellation of your booking. 

CHECK-IN + CHECK-OUT 

Standard check in time is 2pm on the day of arrival and the Property is to be vacated by 9am on the day of departure.

An additional fee will be charged if you do not check out by 9am.

Please note: we cannot 100% guarantee that a Property will be ready at check in time.

We will endeavour to have the Property ready for check in, however, variant circumstances may sometimes cause delays. There will be no refund or credit if a Property is not ready at the said time. Early arrivals and late check outs are at the discretion of Management and must be requested at the time of the booking and can only be confirmed one (1) day prior to arrival or departure.

SECURITY BOND
A security deposit/bond of $2000 is required for your stay and is payable as an EFT via bank deposit

This is to be paid 30 days prior to your arrival along with the final payment of your accommodation balance

The funds will be returned to you via EFT within 14 days after your departure providing there is no damages to the property and the property report is complete

The Primary Guest responsible for the booking must ensure the property is left in the condition which they found it when they arrived

The Security Deposit/Bond payment may be used to cover incidental items such as (but not limited to): extra guests not included in the booking, any breakages or damages incurred during the stay,  replacement keys, excess garbage, emergency call-out fees or cleaning charges in excess of the normal levels of cleaning or broken glass in or around the pool area.

In the event of broken glass in the pool area, the guest will be charged for emptying the pool, cleaning of the pool and the refilling of the pool

Any additional cleaning will be charged at $50 per hour if required

Please note: we will only process your security deposit/bond return if there is no reported damage to the Property, and if the 'Terms and Conditions' are adhered to

NUMBER OF GUESTS & VEHICLES

At no time during your occupancy is the number of guests staying to exceed the number booked.

No additional mattresses, tents or caravans or more cars than the Property accommodates are allowed. If a Property is reported to be overcrowded the tenants will be asked to vacate with no refund made.

CHILDREN

Please note there are no baby gates or stair barriers and supervision is the responsibility of parents & guardians. No refund will be given if the accommodation is deemed unsuitable after check in. Supervision of children around fireplaces, stairs, balconies, roads, driveways, bunk beds and all areas of the Property and surrounds are the sole responsibility of parents/guardians, and Management accepts no responsibility.

FIREPLACES and FIRES

Fires and Fireplaces are to be operated by adults over the age of 18 only and are operated at your own risk.

You will be held liable for any damage you cause including smoke or ember damage from incorrect use. If using the wood fireplace, you will ensure the fire is put out entirely whenever you leave the premises even for short periods.

Supervision of children around all fires is required and it is the responsibility of parents/guardians. ALL fires and fireplaces and their external casings can get very hot and may cause serious burns if touched. 

INTERNET CONNECTION

Due to the remote location of Rancho no Internet connection is available on the Property. Mobile phone reception is possible however minimal. Free to air TV and DVD players are available for guest use.

FUNCTIONS + LARGE GROUP GATHERINGS

Functions, parties and large group gatherings are STRICTLY prohibited without a written agreement with Management at the time of your booking.

All authorised Functions, Event or Parties will incur an Event Fee.

If you use the Property for a function, party or other like gathering without consent from Management your stay at the Property will be terminated;

All Guests and other occupants of the Property will be removed from it by our Security Contractors and/or local Police (if required);

All monies paid will be forfeited. In addition, the Guest agrees to pay for the cost of the Security Contractors, Police noise abatement orders and noise pollution fines imposed by Council.

PET POLICY

We are unable to accept pets. No pets are permitted on the Property at any time.

Additional cleaning charges will apply if this condition is breached and deducted from your security bond. 

STRICTLY NO SMOKING

Smoking indoors, pond house, accommodation walkways and verandas, pool deck and the tennis court is strictly prohibited. The discarding of butts is to be responsible with the use of the red garbage bins provided.

If there is any evidence of smoking inside the Property you will be charged an additional $1000 for a specialised clean to eliminate odours and remove chemical residue before future guests may use the space. 

CLEANING

Houses must be left in good condition.

As stated, an excess cleaning fee of $50 per hour will apply (e.g. rubbish not being removed adequately, dirty dishes left, grubby barbecues). 

Please report any existing damage to the accommodation or Property facilities upon your arrival or that occurs during your stay. We accept normal wear and tear on the accommodation, if however, there are damages due to, but not limited to, (or excess cleaning required), e.g., breakages, scratches and marks, stains, damage, or rips by Guests etc. we reserve the right to deduct the costs of these from the credit card account holder of the Guest should this be necessary.

LINEN

Bed linen, blankets, pillows, doona/s, bath towelling and tea towels are provided.
Please supply your own toiletries and beach towels

Standard tea, coffee, sugar, washing powders, soap and enough toilet paper is supplied to get you started, bring extra for longer stays and brand preferences.

NOISE, PARTIES & DISTURBANCES

Disturbance to our neighbours, including excessive noise, is prohibited and may result in termination of rental. 

If your behaviour or that of your guests causes damage, danger, or annoyance we reserve the right to ask you to vacate the Property immediately and be treated as a cancellation of booking, with no refund.

A $400 deduction will be charged if we are required to send our Private Security Personnel.

A $100 deduction will be charged if a member of Management is required to attend the Property to advise you of complaints.

No music should be played outside of the houses and any noise must be kept to a minimum after 10.30pm.  Offensive noise or language is prohibited, and may result in termination of permission to occupy the Property, eviction, loss of rental paid, and extra charges for security and other expenses which may be deducted from your Security Deposit/Bond under these Terms & Conditions. 

In the event of a disturbance or complaint we will attempt to contact the Primary Guest on the booking to request that the disturbance cease.  In the event that we are unable to reach the Primary Guest then a member of Management will visit the Property at your cost.

SWIMMING POOL

The swimming pool will be closed nightly from 6pm and will be reopened from 8am daily.
There is to be NO glass in or around the pool area (inside the fenced area). Should there be any broken glass in or around the pool, the pool will be closed and the guest will be issued with an invoice for the emptying, cleaning and refilling of the swimming pool.

MOVEMENT BETWEEN HOUSES

Movement of furniture within houses and between additional spaces is prohibited.

All items or furniture (indoor or outdoor) are exclusive to that house and must not be moved between the four (4) x houses. In the case of multiple bookings across our four (4) x houses movement of any items belonging to that dwelling (i.e., furniture, plates, cups, cushions, linen, utensils etc.) will incur additional inventory checks and housekeeping fees.

If you have a large booking where extra items are required (and a function is approved in writing by management) the Property can provide you with hire company, contact information.

Any damages/excess cleaning caused by movement of items or furniture will be deducted from the security bond. 

LOST OR DAMAGED KEYS

This is the guest responsibility and additional $30 will be charge to your card for lost or damaged keys. If guests lose keys or lock keys inside the Property and require access, a security call out fee will apply. If replacement keys need to be cut, key barrels need to be replaced, costs will be calculated based accordingly and charged to the guest. 

INDEMNITY

Guests and their visitors’ actions, conduct and safety are the responsibility of the Guests.

We do not condone unsafe, irresponsible or illegal actions/behaviour etc. on or off the premises, during a stay or at any other time. A condition of entering and/or staying at this Property means that all Guests understand and agree to indemnify the agent and owners against any responsibility or action(s) (legal or other), due to any action(s), incident(s), loss or injury(s) while within or outside of the premises (including, but not limited to, the grounds, facilities, structures, etc.) during a stay or at any other time. 

Your booking request will be confirmed once your payment has been received and a receipt emailed to you following your booking confirmation. 

WOOLWORTHS DELIVERY FOR GROCERIES

If you require groceries to be delivered to Rancho Relaxo Surf Retreat for your stay, please visit the Woolworths website prior to your arrival to place an order.

Please check the website for date and delivery times as they may vary.

Delivery address: 678 Point Plomer Road, Crescent Head 2440.

PAYMENT POLICY

Your booking request will be confirmed once your payment has been received and a receipt emailed to you following your booking confirmation. 

Full payment for the first night of your booking (if booking more than one house, the first nights' accommodation for all dwellings) is required at time of booking to secure your dates.

If payment is not received by the due date, the Property reserves the right to cancel the booking. 

Balance of all outstanding monies are due within 30 days of your arrival including the $2000 security bond (refundable within 14 days of departure)

Rates quoted are in Australian Dollars (AUD) and are subject to change at any time.

Rancho Relaxo Surf Retreat is not liable for and is not required to honour any pricing displayed that is quoted in error. A cancellation under these circumstances does not incur any cancellation fee. Rates are inclusive of GST where applicable. Any verbal quote given is an estimate only of price, which will be subject to a written advice on confirmation of the booking.

Minimum length of stay restrictions applies to all houses on the Property. 

Preferred method of payment is Visa, MasterCard, Amex are accepted and a 1.5% surcharge applies for all credit card transactions.

If the tariff balance is not received 30 days prior to your check-in date, Management reserves the right to re-let the Property.

Our cancellation policy will apply, and your deposit will be forfeited.

CANCELLATION POLICY

Cancellations BETWEEN 30 - 90 days’ notice prior to your arrival date the amount paid at the time of deposit will be forfeited.  

Cancellations WITHIN 30 days of your arrival date the amount already paid on the booking will be forfeited. 

Written notification must be provided for all cancellations. 

In the event the Property must cancel your accommodation for circumstances beyond our control, a full refund will be made. However, we will not be held liable for any further costs incurred. We strongly recommend travel insurance to cover cancellations, travel delays and all other unforeseen incidents and accidents.

Additional Terms for FUNCTIONS + EXCLUSIVE USE HIRE FOR PROPERTY FOR EVENTS 

A $2,000 refundable bond is payable within 30 days of arrival date via EFT.

The bond will be held up to 14 days from departure date.

No more than 80 guests/visitors in total can be onsite at one time (unless approved by the Guest Relations Coordinator)

No items are to be removed from the houses.

All four houses must be booked as a whole venue.

No more than a total of 12 vehicles are to be parked in driveways and the large, grassed areas are strictly prohibited for parking vehicles.

Porta Loos at a ratio of 1 per 50 guests and a generator must be hired for any events over 30 guests.

Supplier/s deliveries and collections must occur within the window of your booking dates.

All suppliers must supply a current certificate of Third-Party Insurance.

An event run sheet must be agreed and signed off by the Guest Coordinator 30 days prior to your event

Pool facilities will be closed between 6pm and 8am during an event

Payment Policy

Payment Policy

Full payment for the first night of your booking is required at time of booking to secure your dates. If payment is not received by the due date, the property reserves the right to cancel the booking.

To make an EFT payment:
CONNECTION CREEK PASTORAL CO
BSB: 082-057
ACC # 56 700 9145
REFERENCE: your last name and check in date
Please forward a copy of the receipt of payment to hello@ranchocrescenthead.com.au once paid so the funds can be tracked and recorded against your reservation.

The remaining amount owed must be paid 30 days prior to arrival.

Security Bond of $1000 per house (excluding Bali Villas) is to be paid via EFT 30 days prior to arrival and will be refunded within 14 days of the guest departure from the property

Rates quoted are in Australian dollars and are subject to change at any time. Rancho Relaxo Surf Retreat is not liable for and is not required to honour any pricing displayed that is quoted in error. A cancellation under these circumstances does not incur any cancellation fee. Rates are inclusive of GST where applicable. Any verbal quote given is an estimate only of price, which will be subject to a written advice on confirmation of the booking.
Minimum length of stay restrictions apply to all houses on the property.

Preferred method of payment is Visa, MasterCard, Amex are accepted and a 1.5% surcharge applies for all card transactions.

SECURITY BOND
Payment is to be made 30 days prior to arrival - SEE TERMS & CONDITIONS

Cancellation Policy

Cancellation Policy

- Cancellations BETWEEN 30 - 90 days notice prior to your arrival date the deposit amount paid will be forfeited.

- Cancellations WITHIN 30 days of your arrival date the amount paid on your booking will be forfeited.

Written notification must be provided for all cancellations.

In the event the property must cancel your accommodation for circumstances beyond our control a full refund will be made. However we will not be held liable for any further costs incurred. We strongly recommend travel insurance to cover cancellations, travel delays and all other unforeseen incidents and accidents.