Frequently Asked Questions

Please don't hesitate to contact the office if you have a question that isn't answered below.

What is meant by "prices include a standard clean"?

A standard post-departure clean is included with every booking.

Guests simply need to leave the property in a clean and tidy condition by adhering to the following conditions:

  • Emptying all inside bins and taking all refuse to outside bins. Use the bin bags provided.
  • Removing all foodstuffs from the fridge and freezer and ensuring the fridge is wiped out and left clean.
  • Wiping food and grease from all kitchen surfaces (including the griller and BBQ).
  • Washing and putting away all dishes.
  • Returning all items and furniture belonging to the property to their original positions and leaving the property neat and tidy.

If you wish to have the cleaners take care of these matters, please phone your caretaker well ahead of your departure. The property manager can then inform you of the expected "excess cleaning" charge.

Do I need to bring my own linen and towels?

Yes and No.

Each property we manage is unique and details pertaining to linen is listed under 'features' tab.

We do have properties listed on our website as 'Un-serviced' it is these properties that you will need to supply your own bottom sheets, top sheets, pillow cases, towels, hand towels and tea towels.

Can you guarantee the quality of wi-fi or internet connection at advertised houses?

Unfortunately, we can't guarantee the speed and constant availability of wi-fi or internet services at our advertised properties. Although we make every effort to ensure these services are set up and working well, there are times (particularly during High season and school holidays) when the connection can be intermittent, slow or simply unavailable and we regret that this is out of our control.

Why do some properties limit the number of adults staying?

Some properties have limitations on the numbers of adults staying either at the request of the owner or due to the bedding being highly unsuitable for adults.

Do you have any houses that accept pets?

Yes. We have a limited number of properties allowing pets.

Please contact our office for more information on these properties, and the terms and conditions applied to guests bringing a pet.

What are the arrival and departure times?

Arrival time is 2pm and departure time is 10:00am. All requests for an extension to these times (usually only possible during Low and Mid seasons) must be directed to the property manager closer to arrival date.

How do I find the property address and get the keys?

Once you have paid your holiday account in full, we will email you information regarding to key collection.

All guest's must collect keys from the Cape Executive Holiday Properties office located at unit 4a Dunn Bay Centre, 31-33 Dunn Bay Rd, Dunsborough (opposite Nourish Pharmacy).

Upon check in you will receive a 'guest key bag' which will contain the keys to the property, a map to locate the property, together the afterhours emergency contact number.

For guests arriving on a Saturday, Sunday or Public holiday please contact the Cape Executive Holiday Properties office at least three (3) days before arrival.

Why am I charged for paying by credit card?

Payments via Visa and MasterCard credit cards attract a 1.5% surcharge.

If you want to avoid this charge, you have the option of paying your holiday account via direct bank transfer or cheque (unless you have made a last-minute booking, in which case a credit card payment will be required).

Why do I have to complete and return the Accommodation Booking Form?

Once you have made a booking either directly with the Cape Executive Holiday Properties office, online through RMSOnline, or the www.stayz.com.au website an email will be sent to you with information pertaining to the property you have booked together with attached documents that require your attention.  We require the return of the Accommodation Booking Form so we have complete records of the person booking the property, the number of guest's staying, details for the security bond refund to be returned, and acknowledgement that the booking terms and conditions have been read and understood.

Why do I have to pay a security bond?

All our holiday houses are much-loved private homes containing personal belongings and household items that we need to protect. The security bond is paid by you on the acceptance that if damage was to happen at the house during your stay, you would be accountable for the cost of repair.

Although we understand that accidents sometimes occur, we do ask that you notify the property caretakers of any breakages or damage as soon as possible so that the house can be fully prepared in time for the next guest.

The bond also covers instances where extra cleaning is required (over and above the caretaker's standard cleaning time at the property), if this extra cleaning is as a result of guests not fulfilling the stay conditions outlined in the Arrival Information email and Booking Terms & Conditions.

Guests also run the risk of forfeiting their bond if they breach other conditions of their stay, for instance using the property as a venue for a function eg. wedding or party.

What is the difference between a deposit and a bond?

The "deposit" refers to the amount payable with three days to secure a booking. It is roughly calculated at one-third (30%) of the total property rent. The refundable "security bond" (usually $1,000 for large houses, $700 for smaller houses and $500 for apartments), is payable within four weeks (Peak Season) or two weeks(Low & Mid Season) of arrival and at the same time the final holiday balance is due.

Can I change my arrival date?

Possibly, depending on how much notice you give us.

We may be able to change your arrival date by a few days or even up to a week depending on other guest bookings. Last-minute requests for an earlier arrival date would have to be confirmed with the property manager first.

Date change requests involving a different month or tariff season may not be possible, however, unless the property owner agrees.

Can I swap to another property?

No. Your booking agreement is tied to the original holiday house and a change from one property to another would mean a cancellation of the original booking.

When and how will my bond be refunded?

Once we have checked with the property manager that your bond is OK to refund, the bond is refunded within seven to ten days of departure. You will need to supply us with your local or international bank details using the section on the Accommodation Booking Form.

What is your cancellation policy?

Once your deposit has been receipted by Cape Executive Holiday Properties, your deposit is non-refundable and you are liable for the full balance of the rental.

If you need to cancel your booking you must advise us in writing. If the booking is cancelled more than four (4) weeks from the date of commencement of your booking you will be released from liability for the balance of the rental. The deposit is still non-refundable.

If you provide written notice less than four (4) weeks prior to the date of commencement of your booking, you will be liable for the full balance of the rental and the deposit will not be refunded.

Where a cancellation is requested, Cape Executive Holiday Properties will endeavour to re-let the property for all the dates you have booked in order to achieve the best outcome for you and the Owner. If we are successful, you will be released from liability for the balance of the rental. Your payments will then be refunded less a cancellation fee of $250.

Can I invite friends to visit me at the house?

Yes, you can invite friends to your holiday house however it must not be for the purposes of a party or a function of any kind. Also, your visiting friends or family members are not permitted to stay overnight.

Our property managers are quite vigilant and guests will be asked to vacate a property immediately if any of these conditions are breached.

Our properties are set up for the quiet enjoyment of family and friends and the maximum occupancy at a property must not be exceeded.