TERMS AND CONDITIONS

Booking confirmation:  A booking will be held as per the dates and rate specified at the date of booking for 24 hours. To confirm and secure a booking, a valid credit card payment or a direct cash deposit equal to 50% of the total booking cost will be required. Variations to this may apply during peak periods at Property Management’s absolute discretion. Payment of this deposit indicates your acceptance of Diamondvale Estate Terms and Conditions and policies.

Payment Policy:  Your booking will be confirmed and final once the 50% deposit has been received.  This can be made via credit card or direct credit to our bank account.

Final payment will be due 30 days prior to arrival and deducted from the credit card provided at time of booking or direct credit to our account.

Payment via Visa Card, Master Card or AMEX cards will attract a 1.5% merchant fee.

Bank Transfer to: The Diamondvale Trust BSB: 084-801 ACC: 40 779 4535

Refunds: All payments are non-refundable. However, bookings are transferable once only, within a 12 month period, provided that the alteration is made no less than 30 days prior to arrival date of original booking.

Alterations: No alterations or changes made less than 30 days prior to arrival date of original booking will be accepted. If this is a re-booking, no alterations can be made to this booking. For queries relating to your booking contact us on 07 4681 3367 or stay@diamondvaleestate.com.au to discuss.

Cancellation Policy:  All payments are non-refundable. However, bookings are transferable once only, within a 12 month period, provided that the alteration is made no less than 30 days prior to arrival date of original booking. No alterations or changes made less than 30 days prior to arrival date of original booking will be accepted. If this is a re-booking, no alterations can be made to this booking.

Please note: We highly recommend purchasing travel insurance for unforeseen events (illness, accident, bereavement). Australia Post is one of many travel insurers: https://auspost.com.au/travel-insurance

COVID-19:  Travel restrictions are constantly changing and we will always comply with QLD Government directives. If you are located in a Local Government Area with lockdown restrictions in place at the time of your travel, a 12 month credit will be provided.  If you are unable to travel for any other reason that is related to COVID-19, a credit will be provided at the discretion of management.

Group booking alterations – a reduction in the number of guests for a group booking may incur an increase in the per person package rate. In the event of a reduction, we reserve the right to retain deposit monies associated with the cancelled portion of the booking.

Early check-in / late check-out: Normal check-in is from 2pm, if your cottage becomes available prior to 2pm a text will be sent to let you know an early check-in is possible. Check-out is by 10am. Early check-in and/or late check-out can be requested and will be subject to availability and housekeeping requirements.

Housekeeping:  This booking is for a self-contained stay. Daily housekeeping service and meals are not included in this tariff. If your stay is for more than 4 days, fresh towelling is provided.  If a full clean is requested this can be arranged at the guests expense.

Non Smoking: There is a strict non-smoking policy in all of Diamondvale’s Cottages. If the accommodation is contaminated by smoke from a guest (including a guest’s visitor) smoking in or near the building, the costs incurred from necessary carpet cleaning and laundering of all soft furnishings will be deducted or charged as per the payment details that were provided at time of confirmation or check-in.

Gatherings / Group Bookings: The maximum number of guests in any property is never to exceed the licensing (5 guests in a 2 bedroom cottage and 2 guests in a 1 bedroom cottage. For group bookings, the Pioneer Hut should be used as a communal gathering space.

Outside Guests: To provide a peaceful experience for all guests we ask that the property is used by currently registered and paying guests only, please check with management on booking if you require an exception.

Strictly No Pets: Whilst we love animals, our priority is the wellbeing of the native animals on the property, as such we have a strict no pet policy for all guests.

Liability: Guests will be responsible for any further costs or charges (see below) incurred by them during their stay. Such costs will be charged on the date of check-out, or as the circumstances require. Unless advised of an alternative method of payment by the guest on the date of check-out, the further costs will be charged in accordance with the payment details provided at the time of confirmation or check-in. For a group booking, the guest registered on the account as the Lead Guest will be personally liable for any costs or further charges incurred by any guest (including any company or association) of the group booking and such costs or charges will be charged in accordance with the payment details provided by the Lead Guest at the time of confirmation or check-in.

Further Costs and Charges:

The further costs or charges that a booking will be subject to, and which a guest (or Lead Guest, as the case may be) may incur during their stay includes, but is not limited to:

  1. i) Damage to property or stolen items: The cost of replacing any stolen items or rectifying damage which has been caused by the deliberate, negligent, or reckless acts of guests (or of their visitors) to Diamondvale Estate property or structure will be charged to the guest responsible for the booking in accordance with the payment details provided at the time of confirmation or check-in. Alternatively, an invoice will be sent to the guest’s registered address for prompt payment.

Damage discovered during a guest’s stay will be drawn to the guest’s attention and dealt with as appropriate at the time, at the absolute discretion of Property Management, which may result in a charge being applied. If discovered after the departure of a guest, a charge will be applied as set out above.

To keep any costs incurred by a guest in this respect to a minimum, we will make all reasonable efforts to rectify any damage internally prior to contracting external specialists. To minimise the risk of further consequential damage and to allow staff the opportunity to rectify the damage as soon as possible, we appreciate if guests could advise staff as soon as they become aware of any damage caused

  1. ii) Excess Cleaning: In the event a guest or guests leave the accommodation in a state that requires more than the standard cleaning service for the end of a stay, an excess cleaning surcharge will be incurred and charged to the guest in accordance with the payment details provided at the time of confirmation or check-in, or as otherwise agreed. The applicable charge will represent the cost of the excess cleaning required and will be communicated to the guest at the time of charge. We respectfully request guests to leave the property as they found it.

iii) Excess Firewood: During our cooler months, April to October, a generous amount of firewood will be provided for the enjoyment of guests for the duration of their stay. The cottage fireplace is set ready for guests to light on their arrival with sufficient kindling, ironbark hardwood and firelighters provided in the internal storage unit in each cottage along with an overflow in the outside storage box.  In the event a guest consumes an amount more than that provided for the cottage in which they are staying, a surcharge will be incurred. Details of the applicable surcharge is available upon request. Wood usage is not included in the tariff during our warmer months November to March, hence the reduced rates. Any guests lighting a fire in the cottage in the off season may be charged a fireplace cleaning fee. Fireplace in Pioneer Hut is available all year round for guests’ enjoyment. The firepit outside of the Pioneer Hut is available all year round, weather conditions permitting.

  1. iv) Postal Return of Forgotten Items: The total cost of the return postage to a guest of any forgotten items will be charged in accordance with the payment details provided at time of booking or confirmation, or as otherwise agreed.

Management reserve the right to alter, amend, update, and change Policies and Terms and Conditions.