Terms & Conditions

Terms and Conditions: Luxury & Holiday Collection

Please be advised that LJ Hooker Port Douglas has a zero-tolerance policy in relation to rude, aggressive, or abusive people. If you are deemed to be rude, aggressive, or abusive towards any of our staff during the booking process or while in residence, your booking will be terminated, or you will be asked to depart the premises immediately.

  1. Bookings and Payments:
  • Payment of a deposit denotes acceptance of the Terms and Conditions contained herewith.
  • A 25% deposit is taken at the time of booking or within 24 hours. Failure to pay will cause your dates to be released.
  • A 2.46% merchant fee is charged for Visa, MasterCard, and Amex transactions.
  • Deposits can also be taken via direct deposit into our bank account. If payment is made by direct deposit, you must supply valid credit card details on file for security purposes.
  • The balance of your stay is due 30 days prior to the check in date. If the balance is not received by the due date, we reserve the right to charge your credit card plus the merchant fee.
  • Advance bookings are subject to change without notice.
  1. Security Deposits:
  • Some properties require security deposits. These can be paid via credit card or direct deposit.
  • If no damage has occurred, or no extra cleaning is required, the security deposit will be refunded to your nominated bank account within a week of checkout. Credit card details will be destroyed within two weeks.
  1. Arrival / Departure Times:
  • Check in time is from 2pm onwards. All properties have a self-check in process. (This time can vary in peak seasons).
  • Premises must be vacated by 10am otherwise a $45.00 late fee will apply every 15 minutes past 10am.
  1. Guests’ Responsibilities:
  • Guests are granted a limited permission to occupy the property for holiday purposes only.
  • This is not a residential tenancy agreement under the residential tenancy legislation.
  • All guests must conduct themselves in a proper manner so as not to cause nuisance, including excessive noise, or interfere with the use or enjoyment of the property for other occupiers or neighbouring properties. Unruly, loud, or offensive behaviour will not be tolerated. If complaints are received, you will be asked to leave the property immediately with no refund of monies. If our staff, or the police are called to the property to deal with complaints or to give you a warning a fee of $300 will be charged. For the purpose of this term, noise disruption includes loud behaviour of any type that disrupts the peace and quiet of others, intrusive and abusive behaviour, loud music or any other sounds affecting residents, that is audible outside the boundaries of the property.
  • The number of persons occupying the premises is restricted to the number of people advertised for which there is only bedding for and/or booked for. (Extra guests are not permitted and WILL BE EVICTED, as will those who are booked to stay.) Breaching this condition will lead to additional charges.
  • Guests and Visitors must comply with parking regulations and show consideration to neighbours at all times
  • No liability is accepted for any injury, debt, damage, loss, delay, expense or inconvenience caused directly or indirectly by events beyond the agent or owner’s control. No responsibility is taken for guest’s property left on or near the premises. It is recommended that guests take out personal property insurance or adequate travel insurance should any unexpected situation arise before or during your travel period. Ensure that the property is locked at all times when you are not in attendance including vacating.
  • Should a guest lock themselves out of the property or misplace keys a minimum $100 call out fee is applicable. If there is no agent available afterhours you will have to contact a locksmith and pay them directly for the service at your own cost, there will be no re-imbursement for this.
  • GAS BOTTLE REFILL please do not leave the BBQ gas bottle empty on departure. If it runs out while using it, please contact our office to receive a voucher, if this occurs after hours, please keep your receipt of refill to be reimbursed by the office.
  1. Condition of Premises:
  • Premises are let on the condition that they are kept clean and tidy at all times and are left in a clean and tidy condition when vacating. Please ensure that kitchen and bathroom surfaces are clean, all floors are vacuumed, dishwashing is done and put away, all garbage bins are emptied. Charges apply for extra cleaning @ $55.00 per hour.
  • Charges apply for disposal of excess rubbish left at the property @ $55.00 per hour plus tip fees.
  • BBQs must be cleaned prior to vacating, a fee of $55.00 will be charged if this has not been done.
  • SMOKING – ALL PROPERTIES ARE SMOKE FREE ZONES INSIDE THE PROPERTY. There will be an extra cleaning charge @$55.00 per hour plus purchasing of products required, for any deodorising if a guest smokes inside a property.
  • Cigarette butts discarded into garden beds may incur an additional charge.
  • Furniture should not be moved around. If furniture is not placed in original position upon departure a fee will occur.
  1. Cancellations:
  • For cancellations made 90 days or less prior to the commencement of booking the deposit will be forfeited if the property cannot be re-booked for the reserved time. If the property is re-booked a refund of deposit is given with a $150.00 administration fee deducted from the deposit amount.
  • Changing of dates or to another property cannot be done during this time frame.
  • For cancellations 30 days or less prior to the commencement of booking, there will be no entitlement to a refund. Changing of dates or to another property cannot be done in this time frame.
  • All refunds will be processed via direct deposit.
  • No date changes will be allowed within 14 days of scheduled arrival date.
  1. Linen and Cleaning:
  • Charges apply for extra cleaning @ $60.00 per hour.
  • If you didn’t advise of your preferred bedding configuration there will be a call out charged + linen hire once, you check in.
  1. Pets:
  • NO PETS are allowed on the premises without prior permission in writing from the property owner.
  • If the property does allow dogs, you are required to Flea Bomb the inside of the house and clean all dog droppings before vacating. Flea bombs are available for purchase from our office.
  • Failure to flea bomb may result in the house requiring professional pest control treatment and Charges Will Apply. You will be charged for cleaning if dog hair is found in the house @ $60.00 per hour. A minimum charge of $60.00 will be charged if dog droppings are found to be at the property after you vacate.

      9. Faults & Problems:

  • Unless a guest lodges a complaint/issue with our office within 24 hours upon arrival, they will be ineligible to attempt to claim compensation.
  • Any breakages, damage or lost keys must be reported as soon as possible and paid for. If any repairs are needed, L. J. Hooker Port Douglas should be notified immediately. The guest agrees to allow the agent or their nominee to enter the premises to arrange necessary repairs.
  • All holiday properties under LJ Hooker Port Douglas management are PRIVATELY owned. In the event of faults and/or malfunctions of inclusions, there is no obligation from the owner or LJ Hooker Port Douglas to compensate or discount.
  • All properties are furnished by their owners. LJ Hooker Port Douglas accepts no responsibility for any inconvenience associated with machinery/appliance breakdown. The agent’s best endeavours to repair, replace or hire an alternative will be undertaken and is subject to availability of trades, suppliers, etc.
  • We understand accidents do happen and do not intend to charge for accidental broken glassware or crockery.
  1. Properties for Sale:
  • When a booking is made, the deposit is accepted for the owner at the time. If the property is put on the market for sale before your stay and the ownership changes, we cannot guarantee that the property will remain available. A full refund will be provided if this happens.
  • We cannot accept responsibility for decisions made by the owner. We only act on their behalf and their instruction.
  • If a property is sold, guests will be notified, and we will endeavour to organise alternative accommodation.
  1. Keys:
  • Where we can install a key safe or safely leave the keys, they will be available at the property upon arrival. Guests will be provided with details of the key location and/or access codes via email after final payment has been made (and a credit card is on file for the security deposit, or a cash security deposit has been paid, for fully managed properties). Guests are requested to take the access information with them in order to access the property.
  • If there is a key safe at the property, please use it to secure one set of keys at all times when you leave the property, including when you check out. If a tradesman needs to attend to any requested or agreed maintenance during your stay this will ensure they can access the property.
  • On departure, all keys are to be returned to the place where they were collected from on arrival, unless instructed otherwise in the guest information folder at the property.
  • If guests lose keys / remote controls or lock keys inside the property and require access, a security call fee will apply. If replacement keys or remote controls need to be cut or purchased, key barrels need to be replaced, or in secure complexes re-keying is required costs will be calculated based accordingly and charged to the guest.
  1. Wildlife:
  • Our tropical climate combined with the natural surroundings in which our properties are located may result in a prevalence of wildlife, especially after weather events such as storms, heavy rain, or high heat and humidity. While every attempt is made to control and manage wildlife – including a pre-arrival inspection at the property – from time to time some animals and/or insects can enter the property. Should any wildlife pose a danger, our team will act as quickly as possible to manage the situation.