Terms and Conditions


Ray White Holidays – Terms & Conditions

Your reservation with Ray White Holidays is subject to the terms and conditions outlined below. It is vital terms and conditions are read prior to making your reservation. Guests are agreeing to these terms and conditions when a booking is confirmed and payment is made. Any breach of terms and conditions, as agreed by both parties, permits the Ray White Holidays to refuse entry, amend the rate or immediately terminate.

Arrival Information

Check-in and Check-out
Standard check-in is available from 2pm on the day of arrival. Check-out is 10am on the day of departure. Ray White Holidays will always strive to accommodate guest requests for early check-ins or late departures, however this is subject to availability (i.e. other bookings in place, housekeeping staff schedules, maintenance schedule ect) Please note, additional fees may apply to late departures and early arrivals. Ray White Holidays will always take requests, however these cannot be guaranteed until 24 hours prior to guest arrival date. Advanced requests do not guarantee early access/late checkout unless a full day’s rate is paid. Guests must contact Ray White Holidays 24 hours prior to arrival date to confirm is an early check-in/late check-out to make final arrangements which will be recorded in the booking details.

Guests will be required to complete a virtual check in process and submit a copy of their I.D prior to their arrival. This process will be both email and texted 14 days prior to arrival date. Once verified by Ray White Holidays staff, guests will be provided with details of the key location and/or access codes via email the day of arrival. Guests are requested to take the access information with them in order to access the property. Please be advised different properties have different check in procedures. Please find details below. If you are unsure, please refer to your booking confirmation.

Our arrivals for our apartments are from 2pm-9pm from our Ray White Holidays lockboxes located at the Oasis Shopping Centre, Broadbeach. However should you be arriving after 9pm there is an additional after hours charge as we do require a team member to meet you at the property (see booking confirmation for charges). If you would like to request an early arrival before 2pm please don’t hesitate to contact us and we will try our best to assist you.
Please advise us of your arrival time as soon as possible. Please note that these apartments & homes are privately owned and not associated with the onsite building managers or reception. All correspondence for this property is through the Ray White Holidays Team.

Holiday Homes
Our homes have self check-in facilities on site and Ray White Holidays will send through your unique access code on your day of arrival. Our arrivals are from 2pm however should you require an earlier arrival please don’t hesitate to contact us and we will try our best to assist you.

Ray White Holidays provide hotel grad linen, towels and amenities starter pack for each guest.

Schoolies Bookings
Schoolies bookings are not accepted in any of our accommodation

Pets are not accepted in any of our accommodation

Christmas Day Arrivals
Ray White Holidays is closed Christmas Day. No reservations will be accepted for check in on Christmas Day.

Deposits, Payments & Security Bonds
In order to secure your reservation we do require either a deposit for any reservations greater than 30 days prior to arrival or full payment if travelling within 30 days. Rates can fluctuate daily to hourly so written quotes will only be honoured within a 24 hour period.

Please note payment details do vary depending which platform you have booked through.

Direct Website Bookings / Booking.com Bookings
Ray White Broadbeach take a 30% deposit of full booking amount at time of booking. Final balances are due 30 days prior to your arrival date. Payment reminders will be emailed to you prior to your payment date along with payment options. Ray White Broadbeach accepts payments via Credit Card or Bank Transfer. Please note 2% credit card surcharges do apply for Visa & Mastercard.
*Please note a 3% Booking Surcharge applies for direct website bookings.

AirBNB Bookings
AirBNB take full funds at time of booking.

HomeAway / Stayz Bookings
HomeAway & Stayz take a 30% deposit of full booking amount at time of booking. Final balances are due 30 days days prior to your arrival date. Payment reminders will be emailed to you prior to your payment date.

Expedia Bookings
Expedia take full funds at time of booking.

Security Bond
A security deposit is required upon arrival for incidentals and to ensure the asset protection of our owners. This deposit is fully refundable upon check-out and subject to a damage inspection of the accommodation. Ray White Holidays do hold a pre-authorisation security bond for all properties from the day of arrival. Pre-Authorisations are only accepted via Visa and MasterCard Credit Cards. Please note the funds will be frozen on the booking holders debit or credit card from the day of arrival and will be released pending no damages to the property. Once released, the funds will become available again on the guests card. Please note this can take from 7-14 business days to clear pending on bank providers. As security bonds are pre-authorisations, no transaction will be displayed on the guest credit card statement.

Please find pre-authorisation prices listed for apartment types:
1 Bedroom Apartment – $150 AUD
2 Bedroom Apartment – $200 AUD
3 Bedroom Apartment – $250 AUD
4 Bedroom Apartment – $300 AUD

Please find pre-authorisation prices listed for house types:
3 Bedroom Homes – $450 AUD
4 Bedroom Homes – $600 AUD
5 Bedroom Homes – $750 AUD
6 Bedroom Homes – $1,000 AUD

Should Ray White Holidays have to withhold a guests bond for damages, additional cleaning ect, guest will be notified via email of the breach and amount of bond that will be withheld.

Cancellations, Refund Policy & Date Changes

Cancellation Policy
It is strongly advised guests take out travel insurance to cover any unexpected events which may lead to cancelling their reservation. If a guest requests to cancel outside of 30 days prior to their arrival date, Ray White Holidays will relist the property and endeavour to rebook the dates. Guests deposit will only be refunded when the space has rebooked. Should the dates fail to rebook this will result in loss of deposit. Any cancellations made within 30 days prior to arrival will forfeit their full amount paid.

Date Changes
We understand travel plans can change. Ray White Holidays will always strive to assist guests amending their reservation dates. Please note this is subject to availability and rates subject to change depending on season.

Changes Made by Ray White Broadbeach
All bookings are made in good faith and managed by Ray White Holidays on behalf of the owners, however reservations are subject to change and Ray White Holidays cannot accept responsibility for actions taken by the owner(s) of the property which are outside of our control. Reasonable actions will be made by Ray White Holidays to offer alternative accommodation should this occur. If we are forced to cancel a stay due to unforeseen circumstances such as a property being listed for sale by owner, cyclone, fire, flooding or damage to the building ect, we will strive to offer alternative accommodation or alternatively issue a full refund on all monies paid.

Unforeseen building or property maintenance In surrounding areas
From time to time, changes occur at properties, sometimes by owners which is out of Ray White Holidays control or knowledge therefore no responsibility for irregularities will be accepted.
Many of the Ray White Holidays homes and apartments are located in suburban locations where, from time to time, there may be building / construction on houses within the nearby vicinity of the property booked. Ray White Holidays takes no responsibility for any issues relating to noise on neighbouring properties. We strive to inform guests of any upcoming construction.

House Rules, Party Policy, Damages or Excessive cleaning

Noise, Guests and No Party Policy
Properties are for guests only. The number of occupants staying in the property must not exceed the number of persons shown on your confirmation. Any increase in numbers must be agreed in advance which does incur additional guest charges. Please be advised Ray White Holidays have a strict No Party Policy. Excessive noise, parties and functions are not permitted as they can cause disruption to neighbours as well as nearby residents and other holiday makers. If an unauthorized function is held at the property the bond processed for the booking will be retained and additional fees to cover the standard function fee may apply.

No Smoking
All apartments and homes managed by Ray White Holidays are strictly Non Smoking. Any damages caused by smoking on or inside the premises will be taken from bond.

Excess Cleaning
Ray White Holidays requests guests to leave the property as it was found to avoid extra cleaning charges. This includes washing dishes, removing all rubbish in the bins or rubbish chutes provided and cleaning of the BBQ (if applicable).

We understand accidents can happen. In the case of damages, loss of items ect, Ray White Holidays request to be contacted at time of event so the appropriate action can be taken. Please note damages may be deducted from security bond (or credit card supplied if the charges are higher than the bond processed). Malicious damages found upon guest departure will result in immediate loss of security bond.

Rubbish Collection and Excess Rubbish
Ray White Holidays requests guests put all rubbish in the appropriate bins provided outside no later than the night before collection (indicated in the property compendium). Please ensure the rubbish is put out at a reasonable hour so as not to cause noise and disrupt the neighbourhood (e.g. with recycling bottles). The bin lids must be able to close for the collection. Ray White Holidays so offer a service where the outdoor bins are put out for guests. If the bins are not put out or if there is excess rubbish upon check out, a private contractor will be organised to empty the bins and charges will be deducted from bond. All holiday apartments are equipped with rubbish chutes generally located in the hallways. Ray White Holidays ask that all rubbish is removed to these chutes prior to departure.

Other things to note

Lost Keys / Keys Locked Inside
If guests lose keys or lock keys inside the property and require access, a Ray White Holidays call out fee will apply. There will be a $250 call out fee for someone to come & let you in. If new fobs need to be ordered, garage remotes need to be replaced, keys need to be cut, key barrels need to be replaced, or in secure complexes re-keying is required costs will be calculated based accordingly and on-charged to the guest. Should you lose your set of house keys &/or remotes there will be an additional cost of $500 to replace them & the door locks. Please do your best to not lose these.

Personal items / Lost Property
Ray White Holidays are not liable for guest’s personal property. Should items be left in the property, Ray White Holidays will make contact with the guest and provide options on how this can be returned. If items are left at a property Ray White Holidays will contact the cleaners to determine whether the items were located. If located, Ray White Holidays will return this by post. Return costs and tracking of items are the guest’s responsibility.

As our apartments are privately owned, wifi is subject to availability. Wifi is provided in a majority of our holiday properties. Please contact Ray White Holidays or refer to your booking source listing to confirm if your property has wifi access.

Parking is subject to availability and can vary across different properties. Please refer to your booking source listing to confirm if you reservation has allocated parking. On-street parking is not provided or guaranteed for guests or visitors. Ray White Holidays cannot be held responsible or liable for any fines or penalties incurred by guests or visitors from parking on the street (where local parking restrictions/metered parking applies). Ray White Holidays cannot be held responsible should the guests vehicle exceed the buildings height restriction. We do advise guests to contact us prior to booking to confirm building car park heights.

Movement of Items / furniture within Properties
Ray White Holidays do ask that guests do not move items or furniture (indoor and/or outdoor) within the property. Movements can cause damage to the items, furniture or property itself and can cause excess cleaning time.

Guest responsibility
A condition of entering and/or staying at this property means that all guests understand and agree to insure the agent and owner(s) 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.
Guests’ actions, conduct and safety are the responsibility of the guests. The agent and owner(s) of this property do not condone: unsafe, irresponsible or illegal actions/behaviour etc. on or off the premises, during a stay or at any other time.