Direct bookings

Booking terms & house rules

These apply to bookings made directly with us. A booking made through Airbnb, Booking.com or Stayz is governed by that platform's terms as well as the house rules below.

Before you publish this page: have it reviewed once by a Queensland lawyer alongside the full terms in document 14 of your operating system. This is a plain-language public summary, not the full agreement, and it needs to match the document you actually send guests. Delete this box afterwards.

Booking and payment

  1. A booking is confirmed only when we say so in writing and payment has been received. An enquiry, a quote or a held date is not a booking.
  2. The rate we quote includes the cleaning fee and any linen charge. Rates are in Australian dollars.
  3. We verify the identity of the lead guest for every booking, and we may decline a booking. Where we decline, we refund in full.
  4. A security deposit or a card authorisation may be held for the stay and is released after check-out, less the cost of any damage or breach of these rules.
  5. The lead guest must be at least 18 and must stay in the apartment for the whole booking. Parties, functions and events are not permitted.

Cancellation

[Set one policy and use it on every channel, so you only have one rule to remember. A common shape is below — replace it with yours.]

  1. Cancel more than 30 days before check-in: full refund.
  2. Between 30 and 7 days: 50% refund.
  3. Inside 7 days: no refund, but we will refund anything we manage to re-book.
  4. If we have to cancel — which we will avoid at almost any cost — you get a full refund and we will help you find somewhere else.

House rules

  1. Only the guests on the booking may stay. Tell us if that changes — it is usually fine, and it is the not telling us that causes trouble.
  2. Quiet between 10pm and 7am. These are apartment buildings with people who live in them and work in the morning.
  3. No parties, no events, no extra visitors overnight.
  4. No smoking or vaping anywhere inside, including on the balcony. Cleaning a smoked-in apartment costs more than the stay.
  5. No pets, unless it is an assistance animal — assistance animals are always welcome and never attract a fee.
  6. Follow the building's own by-laws on lifts, parking, bins, common areas and the pool. They are in the apartment guide.
  7. Tell us if something breaks. Nobody is charged for an honest accident reported at the time.

Monitoring — disclosed before you book

We want you to know exactly what is and is not in the apartment before you agree to stay.

  1. There are no cameras inside the apartment. None, anywhere, of any kind. This is an absolute rule and it is also platform policy.
  2. There is a noise monitor in the living area. It measures the decibel level only. It does not record audio, it cannot hear conversation, and its only job is to alert us before the neighbours are disturbed.
  3. There may be a camera or video doorbell at the private entrance, pointed outward. Where there is one, it is stated in the listing and in the apartment guide. It never sees inside.
  4. No audio is recorded anywhere, at any time.

Access, and what we do with your details

  1. You get an entry code that works from check-in and expires after check-out. It is yours — please do not pass it on.
  2. We will not enter during your stay except in a genuine emergency, or where you have asked us to.
  3. We collect your name, contact details, identification and payment details to take the booking, meet our obligations and contact you during your stay. We do not sell them, and we do not send you marketing unless you ask us to.
  4. Our cleaners and maintenance contractors are bound by confidentiality and never receive more of your details than the job requires.

The legal bits

Haven & Kin is the operator of the apartment and holds the lease on it. We are not a letting agent or a real estate agent.

Nothing in these terms limits any right you have under the Australian Consumer Law, including the guarantees that services are provided with due care and skill and are fit for purpose. Where these terms conflict with that law, that law applies.

A stay of six weeks or longer is treated differently in Queensland and may be a residential tenancy rather than a short stay. If you are booking that long, tell us and we will document it properly.

Questions about any of this: hello@havenandkin.com.au. Last updated [DATE].