Agreement
Booking Terms and Conditions
Tree House Hideouts
GUEST AGREEMENT
We aim to provide a warm and welcoming environment for all our guests and are available to assist during your stay to make your time comfortable.
We thank you for adhering to the following House Rules while occupying the property.
» GATHERINGS & GUEST NUMBERS
* » While small, intimate gatherings with music are welcome, large house parties and extra guests on site are prohibited.
* » The properties are for the use of declared guests, with all guest numbers to be declared prior to stay.
* » We strongly discourage antisocial behaviour impacting neighbouring businesses, staff or management.
* » Any breach of our strict no house party rule will result in immediate eviction, without a refund, police notification and potential damage fees.
» STRICTLY NO SMOKING OR NAKED FLAMES INDOORS
* » Smoking is strictly restricted to outdoor areas.
* » Please use ashtray's provided, dispose of ashtrays in the front street bin, not in garden or wheely bins.
* » Evidence reported by cleaners of smoking inside the property will result in a steam cleaning fee of up to $1,000 to be paid within 14 days of departure.
* » Guests agree not to light candles in our properties or leave any stovetop, bbq, oil/electric heater or oven in-use unattended or covered.
* » The gas barbecue at Heygarth House must be switched off immediately after use. Gas bottle replacement are the responsibility of the guest and can be exchanged at local service stations (see google for gas bottle exchange points). Burning of wood is strictly prohibited.
» STRICTLY NO ROOFTOP ACCESS
* » Guests agree to discourage anyone inside our 2 level buildings from removing window barriers or stepping onto tin rooftop areas. For your safety and to protect building structure, we strictly prohibit standing access to roofs at all times. We will not tolerate people sitting on the window ledges or walking on the veranda roof.
* » Immediate eviction with no refund will result for any breach.
» PRE-CHECK IN FORM
* » For the smooth flow of self check ins, the person named on the booking must complete an online self-check-in form prior to arrival, including guest number declaration, pre-authorisation details and ID.
* » We take the safekeeping of our properties seriously.
* » Thank you for your assistance in maintaining property integrity.
» REQUESTS UPON DEPARTURE
* » Please leave the kitchen as you found it (we thank you for washing and putting away dishes or unstacking dishwasher).
* » Dispose of rubbish in driveway bins provided.
* » If used, barbecue is to be thoroughly cleaned. (Excess cleaning fees apply).
* » Switch off lights.
* » Switch off air conditioning units, gas or electric heaters.
* » Please double check for left behind phone cords, clothing or personal items upon departure. (Lost property returned by post incurs a $50 flat fee plus postage.)
* » Check ovens, stovetops gas barbecue is off if applicable.
* » Secure property by locking doors.
* » Please return keys to where found (if keys applicable) for collection by staff for cleaning services.
» SAME DAY BOOKINGS
* » Same-day bookings are permitted, subject to availability.
» KEYS, CODES & CALL-OUTS
* » Please refer to booking correspondence for entry instructions.
* » Keys must be kept safe during the stay and returned to original place by 11am.
* » Lost keys will incur a $65 replacement fee.
* » Requests for non-emergency maintenance may incur a $100 call-out fee.
» EARLY CHECK IN REQUESTS
* » We offer late 11am check outs for all guests, therefore :
* » We strongly advise you to plan around a standard 3pm check-in to allow for departing guests and preparation.
* » If you require earlier access, consider booking the night before if available.
* » Whilst we do our best to accommodate, please understand that, unlike hotels, we don't have a different room to give you. This means if a guest is checking out on the day of your arrival, housekeeping needs time to prepare everything
* » We thank you in advance for your patience and understanding.
» LATE CHECK OUT REQUESTS
* » Late check-outs are subject to approval upon rare availability.
* Requests must be made before 4pm the day prior to departure.
* » Approval check-outs beyond 11am incur a charge of $80 per hour.
* » Approved check-outs after 2pm incur a full extra night’s charge, payable the night prior.
» PET POLICY
* » We supply dog bowls and welcome toilet-trained furry friends in the downstairs area and garden courtyard only.
* » Please supply own dog blanket.
* » Pet-friendly properties require guest to cover severe damage requiring steam cleaning for carpets and furnishings, payable by guests within 14 days of departure.
» LOSS & DAMAGE
* » Guests are responsible for any damage, breakages, or loss during their stay.
* » Please report accidental damage or incidents to management.
* » Itemised notation of damage or theft can be provided for third party agents when required for claims.
* » Notification of claims will be issued within 7 days of departure.
* » Collection of repair or replacement costs for theft or damage to property will be managed by third party agents, or where booked directly, agreed to be deducted from the preauthorised security bond.
* » Treehouse Hideouts gives reasonable notice and reserves the right to put forward claims for fees incurred during your stay including, but not limited to :
* » additional cleaning
* » excess rubbish removal
* » extra bedrooms occupied
* » extended stays
* » late check outs
* » smoking in a property
* » lost keys & any additional locksmith fees
* » unnecessary maintenance attendance
* » repairs or damage to property (accidental or otherwise)
* » theft of property (accidental or otherwise)
» TERMS OF STAY
* » Guests must follow the Government’s Code of Conduct for short-term rentals, respect neighbours, and avoid disruptive behaviour.
* » Guests upon booking accept our full terms and conditions outlined above, available in the house manual on site and at online site below. » Full Terms and Conditions at treehousehideouts.com.au/terms : Terms & Conditions
All bookings made with Tree House Hideouts / Heygarth House Echuca / Hopwood's Stable are subject to the following terms and conditions (unless the booking was made with a 3rd party agent ie BookingDCom or Stayz / Airbnb / Expedia etc) and the person making the booking will be deemed to have accepted these Terms and Conditions on behalf of all persons who will be staying at the property under the booking once payment is made in relation to the booking.
1. DEFINITIONS
In these terms and conditions:
a. Tree House Hideouts / Heygarth House Echuca means JR Berthaume & PI Medew trading as Tree House Hideouts / Heygarth House Echuca / Hopwood's Stable/Barn
ABN 27341334416 REGISTERED 23 JANUARY 2021
b. 'Full House' rate means a rate applied that includes use of all bedrooms at the property regardless of how many bedrooms are actually required.
c.'Base House' rate means a base rate applied that includes use of only one or a few bedroom at the property.
d. 'Weekend' means Friday & Saturday, or Saturday & Sunday (when consecutive)
e. 'Midweek' means Monday, Tuesday, Wednesday and Thursday
f. 'Public Holiday' means any Victorian gazetted public holiday
g. ‘Peak Period' means any period of time denoted as a ‘Peak period' by Treehouse Hideouts as shown on the 'availability calendar' on the Treehouse Hideouts website, and can include (but is not limited to) School Holidays, Public Holidays and days surrounding public holidays.
h. 'Availability Calendar' means the calendar shown on the Treehouse Hideouts website that indicates availability for each property.
i. 'Extras' means any additional item purchased via the Treehouse Hideouts website including (but not limited to) catering, massage, flowers, wine, arrival hampers etc.
j. 'Credit Voucher' means credit that may be applied to future accommodation booking with Treehouse Hideouts
k. 'Pre-Authorisation' means a credit card authorisation that will hold a predetermined amount of funds on the swiped credit card for a period of 7-8 days. During this period, these funds cannot be accessed. If no charges are brought against the pre-authorisation in this time, the funds will be released back to the swiped credit card after 7-8 days, depending on the card issuer.
l. 'Code Red-Fire Danger Day' means a day declared by the CFA as a Code Red Fire Danger Day as per the CFA website
www.cfa.vic.gov.au.
2. DIRECT TREE HOUSE HIDEOUTS BOOKINGS
a. The name of the person on the original booking form remains the sole contact and is responsible for the property booked and all communications with Treehouse Hideouts / Heygarth House Echuca / Hopwood's Stable.
b. Properties are individually owned so your deposit/payments cannot necessarily be transferred from one property to another.
c. Online bookings made less than 48 hours prior to arrival must be confirmed by calling our office during business hours on +61 416189215
d. If, due to a system error that has caused incorrect rates to be calculated or minimum night stays have not synced, Treehouse Hideouts has to the right to amend the rate of a property after it has been booked and/or paid online, Treehouse Hideouts gives the guest the first opportunity to cancel the booking at no penalty with full funds refunded.
e. Weekend bookings attract a two-night rate. Weekend nights are Friday & Saturday or Saturday & Sunday.
f. Midweek nights are Monday - Thursday unless including a weekend night.
g. Public holidays and nominated peak periods will attract 3 night minimum stays and full house (peak base) rates.
h. Guests will be required to pay an additional fee if changes to bedding configurations are requested or if additional rooms are used.
l. Tree House Hideouts reserves the right to refuse any booking.
3. PAYMENT TERMS
a. Payments may be made by Credit or Debit card.
b. A deposit of 100% of the total tariff is required when booking direct online via this website. Payment can be made online in our secure payment portal via Stripe.
c. Dates will not be held for longer than 24 hours should payment details not be provided. Due to a high demand of enquiries, Tree House Hideouts takes no responsibility for loss of dates should payment not be provided.
SPECIAL CIRCUMSTANCES
Accommodation will not be held for more than 24 hours without full payment unless special circumstances are negotiated in writing to management at hello@treehousehideouts,com.au within 24 hours of your booking request. In this situation an arrangement may be made by contacting Treehouse Hideouts via their website or email. Your request email won’t guarantee the holding of dates - the decision is at the discretion of management.
c. If paying by special arrangement by bank transfer, the bank transfer must be completed within 48 hours to prevent the booking being cancelled.
d. All balances must be received 30 days prior to arrival.
d. Failure to comply with these payment terms may result in your booking being cancelled by Treehouse Hideouts with no refund of any deposit paid.
e. Payments may be made with a maximum of two transactions, either by Stripe pay online or direct deposit.
4. PROCESSING FEES
a. Our processing fee is intended to cover the cost of credit card fees applied by the bank. We encourage you to review detailed information about our processing fees that are as follows:
Visa or Mastercard attract a 2% surcharge.
American Express or Diners Club attract a 3.5% surcharge.
Bank Transfers - no processing fees apply to Bank Transfers.
5. NON COVID AFFECTED CANCELLATIONS
a. All requests for cancellations and amendments to bookings must be emailed to [email protected] Please include the booking name, dates, property name & reason for cancelling in your request.
b. Due to the nature of our establishment with a high demand of bookings made a year in advance for local festival activity, Treehouse Hideouts / Heygarth House Echuca / Charleston House Mathoura has a Strict Cancellation Policy
* CANCELLATIONS RECEIVED OUTSIDE OF 28 DAYS of arrival will receive refund of 50% of the full tariff
* CANCELLATIONS WITH LESS THAN 28 DAYS NOTICE will forfeit full payment.
c. STAYS AFFECTED BY COVID STATE LAWS :
Important Note:
As mentioned on each separate listing page on this website (in the FAQ and cancellation info menu) and our Covid Rolling Updates blog page our direct booking policy is clear.
Please note that for bookings made via third party booking sites, we strongly advise you to check their most recent policy updates before booking as our hands are tied when it comes to their policies, terms and conditions that you signed up to.
The policies outlined on this website are applicable exclusively to those who booked direct at Tree House Hideouts. They are not applicable to those who booked with a 3rd party agent or website.
Your funds held at 3rd party booking sites and agencies are managed by them and it is illegal for us to contravene your external booking agreement with the 3rd party booking agency or 3rd party website.
COVID POLICY FOR GUESTS WHO BOOKED DIRECT WITH TREE HOUSE HIDEOUTS :
- Full Credit Vouchers towards another off-peak stay will be offered and applied to stays affected by last minute Covid19 lockdown and Covid19 border control laws. (Not applicable for cancellations made outside lockdown periods).
Please be aware that guests make bookings at their own risk of last minute Covid19 restrictions and Full Credit Vouchers will only be granted to guests whose travel is genuinely inhibited by lockdown or state border laws related to official Covid restrictions ).
c1. Full credit vouchers for guests to rebook after lockdowns end, is only transferable for 12 months from the start date of the cancelled booking and is not transferable for peak periods, school holidays, long weekends or local peak festival weekends. Full credit vouchers are only transferable to off peak, quiet season weekdays or weekends. Thank you for understanding. Accommodation providers have suffered greatly during Covid and our generosity can only extend so far.
d. Travel insurance is recommended for medical and cancellation coverage. It the guest's responsibility to ensure adequate travel insurance has been purchased to cover unpredictable Covid19 related medical needs and cancellation fees incurred before, during and after your stay.
e. For last minute changes to bookings due to Covid19 restrictions - in the instance that adequate notice has not been given (more than 48 hours in advance), TreeHouse Hideouts reserves the right to decide whether to issue either
a) a Full Credit Voucher (less any processing or admin / linen fees)
or
b) Charge a 50% cancellation fee. See point f. and .g below.
or
c) To honour the booking for the guests chosen local replacement with no-show /no refund or No Future Stay Credit.
f. If travel is restricted after check in, we are happy for guests to stay until lockdown lifts and to negotiate a reasonable rate for extra days required before lockdown lifts.
g. Should our management not be satisfied that travel has genuinely been inhibited due to Covid19, full credit for a future stay will not be applied.
In other words, if a state lockdown or border restriction has been officially announced, we will always be reasonable and make every effort to transfer full booking funds for a stay at a later date (see point 6c. and 6c1.) In the event of a dramatic lockdown announcement within 48 hours of your arrival, full credit will be applied. But if you have already checked in or if travel is allowed, our standard cancellation policy (as outlined above in section 6b) will be applied.
6. PRE-AUTHORISATION/SECURITY BOND
a. Treehouse Hideouts reserves the right to debit the credit card provided for payment as pre-authorisation or withhold funds from the cash security bond, for any fees incurred during your stay including, but not limited to,
7. ACCOMMODATION TERMS OF USE
a. Check-in time is 3pm on the day of arrival and check out is 11am unless specified otherwise.
b. Keys can be collected from a key box at the house (see self check in instructions on booking form) It is the responsibility of the guest to make arrangements with our office for alternative key collection outside of business hours.
c. Keys should be returned to the key box no later than 11am on the day of departure. Keys misplaced or not returned to will incur a minimum $50 key collection fee.
d. Early Check-ins and Late checkouts are subject to availability and incur additional fees and vary from $50 per hour for 1-2 bedroom properties and $100 per hour for 3+ bedroom properties.
e. Guests are responsible for their choice of accommodation and should view property listings on Treehouse Hideouts website carefully before selecting their preferred property. Please call our office if you require clarification on any aspect of a property before booking.
f. Due to unforeseen circumstances Treehouse Hideouts may occasionally need to relocate your booking into alternative accommodation of similar value & style.
g. Please respect the privacy of our local community and neighbours. If a guest’s behaviour or noise level is unreasonable, a warning will be given and ignoring this will result in the cancellation of the booking without refund.
h. Requests for assistance or maintenance may result in a minimum $100 call out fee where the guest is at fault and/or the call out is not deemed to be of an emergency nature. This fee will be payable at the time of the call out and must be paid to the agent attending the callout as appointed byTreehouse Hideouts
j. All properties are non-smoking inside, failure to comply will result in a minimum $200 fine. Guests may smoke outside but must be responsible for disposing of any cigarette buts and emptying their ashtrays before departure.
k. Excess Rubbish Removal fees may apply if the amount of rubbish left at the property is deemed over and above what should be reasonably expected for the length of stay and number of guests.
l. Properties listed as pet friendly incur a $150 safety deposit fee that will be charged if extra cleaning is required after you vacate the property. Should pets be found in accommodation not classified as pet friendly, guests may be requested to vacate their property immediately with no refund and will be liable for additional cleaning fees.
m. Rates apply for any additional guests staying at the property that were not included as part of the original booking. Please advise Treehouse Hideouts and make necessary payment for additional guests. Should additional unpaid guests be found to have stayed, additional guest fees will be charged to the credit card provided upon booking.
n. STRICTLY NO HOUSE PARTIES OR EXTRA GUESTS Treehouse Hideouts properties are offered on the basis of private, residential usage only. Events, functions, house parties and anything other than casual intimate gatherings with declared paying guests are not permitted at any Treehouse Hideouts property under any circumstances. Should this occur you will be requested to vacate the property immediately and your booking will be cancelled without refund. While intimate gatherings of declared guests is welcomed with prior notice and agreement, guests hosting large house parties on our property will be asked to vacate the property immediately with no refund. The terms that guests agree to with the mandatory self check in form include a strict no party policy. Those booking the property agree to not host excess guests over and above those named and declared in this form and agree to our strict no party policy. Tree House Hideouts is surrounded by The Port tourism precinct with restaurants, bars and eateries available nearby for guest entertainment. Any house party activity on our property is strictly prohibited and is deemed an instant contravention of terms which will lead to police involvement and the instant cessation of booking with no refund to guest.
o. Guests are expected to leave the property in a neat and tidy manner on departure. This includes
q. A minimum key replacement fee of $50 will apply if property keys are not returned on departure. Additional locksmith fees may also apply if locks require replacement due to the loss of keys.
r. When a property is booked for eight nights or more, a complimentary refresh service including fresh linen and towels is provided.
8. CODE RED FIRE DAYS
a. In the event of a Code Red - Fire Danger day being declared for our region, Treehouse Hideouts / Heygarth House Echuca / Charleston House Mathoura the following procedure will apply:
Guests currently in-house will be given the option to vacate the property prior to 5pm the evening before the code red day and will be issued a credit for the remainder of their stay.
Guests due to check-in on the code red fire danger day will be called and advised of the fire risk warning and provided with a 50% credit voucher for an alternative date within 12 months..
Treehouse Hideouts may decide to cancel bookings in the event of a code red fire danger day if the property is located in a high-risk area and reserves the right to issue a 50% credit note under these circumstances. See terms below.
All guests who decide to cancel their accommodation or have been advised not to attend will be issued with a credit voucher for a future stay at 50% value to the balance of their stay. This voucher is applicable to off-peak periods only and is valid for 12 months from the day of original check in.
9. COMPLAINT RESOLUTION POLICY
EMAIL COMPLAINTS: [email protected]
a. Should you have a need to raise a complaint we prefer that you make contact with Treehouse Hideouts at the first available opportunity during your visit. We will then attempt to rectify or resolve the matter so that you can continue to enjoy your stay.
b. Our housekeepers take a high level of care with our houses however should you feel that something may have been overlooked please bring this to our attention so that we can resolve. It is our aim to ensure that all our guests enjoy their stay. Any complaint raised during checkout or after your departure will be noted and acted on where appropriate, however we will not consider compensation if we were not given the opportunity to fix or rectify matters at the time the issue occurred.
10. LOSS AND DAMAGE
a. Whilst you are in residence, you are fully responsible for all breakages and damage caused to the property, its furniture and fittings. Any breakages, damage or loss must be reported to Treehouse Hideouts immediately.
b. Treehouse Hideouts reserves the right to request payment in full and/or charge repair/replacement costs to the guest credit card provided as pre-authorisation, or by withholding the cash security bond, in the event of property damage or theft either accidentally, maliciously or through negligence on the guests behalf.
Tree House Hideouts
GUEST AGREEMENT
We aim to provide a warm and welcoming environment for all our guests and are available to assist during your stay to make your time comfortable.
We thank you for adhering to the following House Rules while occupying the property.
» GATHERINGS & GUEST NUMBERS
* » While small, intimate gatherings with music are welcome, large house parties and extra guests on site are prohibited.
* » The properties are for the use of declared guests, with all guest numbers to be declared prior to stay.
* » We strongly discourage antisocial behaviour impacting neighbouring businesses, staff or management.
* » Any breach of our strict no house party rule will result in immediate eviction, without a refund, police notification and potential damage fees.
» STRICTLY NO SMOKING OR NAKED FLAMES INDOORS
* » Smoking is strictly restricted to outdoor areas.
* » Please use ashtray's provided, dispose of ashtrays in the front street bin, not in garden or wheely bins.
* » Evidence reported by cleaners of smoking inside the property will result in a steam cleaning fee of up to $1,000 to be paid within 14 days of departure.
* » Guests agree not to light candles in our properties or leave any stovetop, bbq, oil/electric heater or oven in-use unattended or covered.
* » The gas barbecue at Heygarth House must be switched off immediately after use. Gas bottle replacement are the responsibility of the guest and can be exchanged at local service stations (see google for gas bottle exchange points). Burning of wood is strictly prohibited.
» STRICTLY NO ROOFTOP ACCESS
* » Guests agree to discourage anyone inside our 2 level buildings from removing window barriers or stepping onto tin rooftop areas. For your safety and to protect building structure, we strictly prohibit standing access to roofs at all times. We will not tolerate people sitting on the window ledges or walking on the veranda roof.
* » Immediate eviction with no refund will result for any breach.
» PRE-CHECK IN FORM
* » For the smooth flow of self check ins, the person named on the booking must complete an online self-check-in form prior to arrival, including guest number declaration, pre-authorisation details and ID.
* » We take the safekeeping of our properties seriously.
* » Thank you for your assistance in maintaining property integrity.
» REQUESTS UPON DEPARTURE
* » Please leave the kitchen as you found it (we thank you for washing and putting away dishes or unstacking dishwasher).
* » Dispose of rubbish in driveway bins provided.
* » If used, barbecue is to be thoroughly cleaned. (Excess cleaning fees apply).
* » Switch off lights.
* » Switch off air conditioning units, gas or electric heaters.
* » Please double check for left behind phone cords, clothing or personal items upon departure. (Lost property returned by post incurs a $50 flat fee plus postage.)
* » Check ovens, stovetops gas barbecue is off if applicable.
* » Secure property by locking doors.
* » Please return keys to where found (if keys applicable) for collection by staff for cleaning services.
» SAME DAY BOOKINGS
* » Same-day bookings are permitted, subject to availability.
» KEYS, CODES & CALL-OUTS
* » Please refer to booking correspondence for entry instructions.
* » Keys must be kept safe during the stay and returned to original place by 11am.
* » Lost keys will incur a $65 replacement fee.
* » Requests for non-emergency maintenance may incur a $100 call-out fee.
» EARLY CHECK IN REQUESTS
* » We offer late 11am check outs for all guests, therefore :
* » We strongly advise you to plan around a standard 3pm check-in to allow for departing guests and preparation.
* » If you require earlier access, consider booking the night before if available.
* » Whilst we do our best to accommodate, please understand that, unlike hotels, we don't have a different room to give you. This means if a guest is checking out on the day of your arrival, housekeeping needs time to prepare everything
* » We thank you in advance for your patience and understanding.
» LATE CHECK OUT REQUESTS
* » Late check-outs are subject to approval upon rare availability.
* Requests must be made before 4pm the day prior to departure.
* » Approval check-outs beyond 11am incur a charge of $80 per hour.
* » Approved check-outs after 2pm incur a full extra night’s charge, payable the night prior.
» PET POLICY
* » We supply dog bowls and welcome toilet-trained furry friends in the downstairs area and garden courtyard only.
* » Please supply own dog blanket.
* » Pet-friendly properties require guest to cover severe damage requiring steam cleaning for carpets and furnishings, payable by guests within 14 days of departure.
» LOSS & DAMAGE
* » Guests are responsible for any damage, breakages, or loss during their stay.
* » Please report accidental damage or incidents to management.
* » Itemised notation of damage or theft can be provided for third party agents when required for claims.
* » Notification of claims will be issued within 7 days of departure.
* » Collection of repair or replacement costs for theft or damage to property will be managed by third party agents, or where booked directly, agreed to be deducted from the preauthorised security bond.
* » Treehouse Hideouts gives reasonable notice and reserves the right to put forward claims for fees incurred during your stay including, but not limited to :
* » additional cleaning
* » excess rubbish removal
* » extra bedrooms occupied
* » extended stays
* » late check outs
* » smoking in a property
* » lost keys & any additional locksmith fees
* » unnecessary maintenance attendance
* » repairs or damage to property (accidental or otherwise)
* » theft of property (accidental or otherwise)
» TERMS OF STAY
* » Guests must follow the Government’s Code of Conduct for short-term rentals, respect neighbours, and avoid disruptive behaviour.
* » Guests upon booking accept our full terms and conditions outlined above, available in the house manual on site and at online site below. » Full Terms and Conditions at treehousehideouts.com.au/terms : Terms & Conditions
All bookings made with Tree House Hideouts / Heygarth House Echuca / Hopwood's Stable are subject to the following terms and conditions (unless the booking was made with a 3rd party agent ie BookingDCom or Stayz / Airbnb / Expedia etc) and the person making the booking will be deemed to have accepted these Terms and Conditions on behalf of all persons who will be staying at the property under the booking once payment is made in relation to the booking.
1. DEFINITIONS
In these terms and conditions:
a. Tree House Hideouts / Heygarth House Echuca means JR Berthaume & PI Medew trading as Tree House Hideouts / Heygarth House Echuca / Hopwood's Stable/Barn
ABN 27341334416 REGISTERED 23 JANUARY 2021
b. 'Full House' rate means a rate applied that includes use of all bedrooms at the property regardless of how many bedrooms are actually required.
c.'Base House' rate means a base rate applied that includes use of only one or a few bedroom at the property.
d. 'Weekend' means Friday & Saturday, or Saturday & Sunday (when consecutive)
e. 'Midweek' means Monday, Tuesday, Wednesday and Thursday
f. 'Public Holiday' means any Victorian gazetted public holiday
g. ‘Peak Period' means any period of time denoted as a ‘Peak period' by Treehouse Hideouts as shown on the 'availability calendar' on the Treehouse Hideouts website, and can include (but is not limited to) School Holidays, Public Holidays and days surrounding public holidays.
h. 'Availability Calendar' means the calendar shown on the Treehouse Hideouts website that indicates availability for each property.
i. 'Extras' means any additional item purchased via the Treehouse Hideouts website including (but not limited to) catering, massage, flowers, wine, arrival hampers etc.
j. 'Credit Voucher' means credit that may be applied to future accommodation booking with Treehouse Hideouts
k. 'Pre-Authorisation' means a credit card authorisation that will hold a predetermined amount of funds on the swiped credit card for a period of 7-8 days. During this period, these funds cannot be accessed. If no charges are brought against the pre-authorisation in this time, the funds will be released back to the swiped credit card after 7-8 days, depending on the card issuer.
l. 'Code Red-Fire Danger Day' means a day declared by the CFA as a Code Red Fire Danger Day as per the CFA website
www.cfa.vic.gov.au.
2. DIRECT TREE HOUSE HIDEOUTS BOOKINGS
a. The name of the person on the original booking form remains the sole contact and is responsible for the property booked and all communications with Treehouse Hideouts / Heygarth House Echuca / Hopwood's Stable.
b. Properties are individually owned so your deposit/payments cannot necessarily be transferred from one property to another.
c. Online bookings made less than 48 hours prior to arrival must be confirmed by calling our office during business hours on +61 416189215
d. If, due to a system error that has caused incorrect rates to be calculated or minimum night stays have not synced, Treehouse Hideouts has to the right to amend the rate of a property after it has been booked and/or paid online, Treehouse Hideouts gives the guest the first opportunity to cancel the booking at no penalty with full funds refunded.
e. Weekend bookings attract a two-night rate. Weekend nights are Friday & Saturday or Saturday & Sunday.
f. Midweek nights are Monday - Thursday unless including a weekend night.
g. Public holidays and nominated peak periods will attract 3 night minimum stays and full house (peak base) rates.
h. Guests will be required to pay an additional fee if changes to bedding configurations are requested or if additional rooms are used.
l. Tree House Hideouts reserves the right to refuse any booking.
3. PAYMENT TERMS
a. Payments may be made by Credit or Debit card.
b. A deposit of 100% of the total tariff is required when booking direct online via this website. Payment can be made online in our secure payment portal via Stripe.
c. Dates will not be held for longer than 24 hours should payment details not be provided. Due to a high demand of enquiries, Tree House Hideouts takes no responsibility for loss of dates should payment not be provided.
SPECIAL CIRCUMSTANCES
Accommodation will not be held for more than 24 hours without full payment unless special circumstances are negotiated in writing to management at hello@treehousehideouts,com.au within 24 hours of your booking request. In this situation an arrangement may be made by contacting Treehouse Hideouts via their website or email. Your request email won’t guarantee the holding of dates - the decision is at the discretion of management.
c. If paying by special arrangement by bank transfer, the bank transfer must be completed within 48 hours to prevent the booking being cancelled.
d. All balances must be received 30 days prior to arrival.
d. Failure to comply with these payment terms may result in your booking being cancelled by Treehouse Hideouts with no refund of any deposit paid.
e. Payments may be made with a maximum of two transactions, either by Stripe pay online or direct deposit.
4. PROCESSING FEES
a. Our processing fee is intended to cover the cost of credit card fees applied by the bank. We encourage you to review detailed information about our processing fees that are as follows:
Visa or Mastercard attract a 2% surcharge.
American Express or Diners Club attract a 3.5% surcharge.
Bank Transfers - no processing fees apply to Bank Transfers.
5. NON COVID AFFECTED CANCELLATIONS
a. All requests for cancellations and amendments to bookings must be emailed to [email protected] Please include the booking name, dates, property name & reason for cancelling in your request.
b. Due to the nature of our establishment with a high demand of bookings made a year in advance for local festival activity, Treehouse Hideouts / Heygarth House Echuca / Charleston House Mathoura has a Strict Cancellation Policy
* CANCELLATIONS RECEIVED OUTSIDE OF 28 DAYS of arrival will receive refund of 50% of the full tariff
* CANCELLATIONS WITH LESS THAN 28 DAYS NOTICE will forfeit full payment.
c. STAYS AFFECTED BY COVID STATE LAWS :
Important Note:
As mentioned on each separate listing page on this website (in the FAQ and cancellation info menu) and our Covid Rolling Updates blog page our direct booking policy is clear.
Please note that for bookings made via third party booking sites, we strongly advise you to check their most recent policy updates before booking as our hands are tied when it comes to their policies, terms and conditions that you signed up to.
The policies outlined on this website are applicable exclusively to those who booked direct at Tree House Hideouts. They are not applicable to those who booked with a 3rd party agent or website.
Your funds held at 3rd party booking sites and agencies are managed by them and it is illegal for us to contravene your external booking agreement with the 3rd party booking agency or 3rd party website.
COVID POLICY FOR GUESTS WHO BOOKED DIRECT WITH TREE HOUSE HIDEOUTS :
- Full Credit Vouchers towards another off-peak stay will be offered and applied to stays affected by last minute Covid19 lockdown and Covid19 border control laws. (Not applicable for cancellations made outside lockdown periods).
Please be aware that guests make bookings at their own risk of last minute Covid19 restrictions and Full Credit Vouchers will only be granted to guests whose travel is genuinely inhibited by lockdown or state border laws related to official Covid restrictions ).
c1. Full credit vouchers for guests to rebook after lockdowns end, is only transferable for 12 months from the start date of the cancelled booking and is not transferable for peak periods, school holidays, long weekends or local peak festival weekends. Full credit vouchers are only transferable to off peak, quiet season weekdays or weekends. Thank you for understanding. Accommodation providers have suffered greatly during Covid and our generosity can only extend so far.
d. Travel insurance is recommended for medical and cancellation coverage. It the guest's responsibility to ensure adequate travel insurance has been purchased to cover unpredictable Covid19 related medical needs and cancellation fees incurred before, during and after your stay.
e. For last minute changes to bookings due to Covid19 restrictions - in the instance that adequate notice has not been given (more than 48 hours in advance), TreeHouse Hideouts reserves the right to decide whether to issue either
a) a Full Credit Voucher (less any processing or admin / linen fees)
or
b) Charge a 50% cancellation fee. See point f. and .g below.
or
c) To honour the booking for the guests chosen local replacement with no-show /no refund or No Future Stay Credit.
f. If travel is restricted after check in, we are happy for guests to stay until lockdown lifts and to negotiate a reasonable rate for extra days required before lockdown lifts.
g. Should our management not be satisfied that travel has genuinely been inhibited due to Covid19, full credit for a future stay will not be applied.
In other words, if a state lockdown or border restriction has been officially announced, we will always be reasonable and make every effort to transfer full booking funds for a stay at a later date (see point 6c. and 6c1.) In the event of a dramatic lockdown announcement within 48 hours of your arrival, full credit will be applied. But if you have already checked in or if travel is allowed, our standard cancellation policy (as outlined above in section 6b) will be applied.
6. PRE-AUTHORISATION/SECURITY BOND
a. Treehouse Hideouts reserves the right to debit the credit card provided for payment as pre-authorisation or withhold funds from the cash security bond, for any fees incurred during your stay including, but not limited to,
- additional cleaning
- excess rubbish removal
- extra bedrooms occupied
- extended stays
- late check outs
- smoking in a property
- lost keys & any additional locksmith fees,
- unnecessary maintenance attendance
- repairs or damage to property (accidental or otherwise)
- theft of property (accidental or otherwise)
7. ACCOMMODATION TERMS OF USE
a. Check-in time is 3pm on the day of arrival and check out is 11am unless specified otherwise.
b. Keys can be collected from a key box at the house (see self check in instructions on booking form) It is the responsibility of the guest to make arrangements with our office for alternative key collection outside of business hours.
c. Keys should be returned to the key box no later than 11am on the day of departure. Keys misplaced or not returned to will incur a minimum $50 key collection fee.
d. Early Check-ins and Late checkouts are subject to availability and incur additional fees and vary from $50 per hour for 1-2 bedroom properties and $100 per hour for 3+ bedroom properties.
e. Guests are responsible for their choice of accommodation and should view property listings on Treehouse Hideouts website carefully before selecting their preferred property. Please call our office if you require clarification on any aspect of a property before booking.
f. Due to unforeseen circumstances Treehouse Hideouts may occasionally need to relocate your booking into alternative accommodation of similar value & style.
g. Please respect the privacy of our local community and neighbours. If a guest’s behaviour or noise level is unreasonable, a warning will be given and ignoring this will result in the cancellation of the booking without refund.
h. Requests for assistance or maintenance may result in a minimum $100 call out fee where the guest is at fault and/or the call out is not deemed to be of an emergency nature. This fee will be payable at the time of the call out and must be paid to the agent attending the callout as appointed byTreehouse Hideouts
j. All properties are non-smoking inside, failure to comply will result in a minimum $200 fine. Guests may smoke outside but must be responsible for disposing of any cigarette buts and emptying their ashtrays before departure.
k. Excess Rubbish Removal fees may apply if the amount of rubbish left at the property is deemed over and above what should be reasonably expected for the length of stay and number of guests.
l. Properties listed as pet friendly incur a $150 safety deposit fee that will be charged if extra cleaning is required after you vacate the property. Should pets be found in accommodation not classified as pet friendly, guests may be requested to vacate their property immediately with no refund and will be liable for additional cleaning fees.
m. Rates apply for any additional guests staying at the property that were not included as part of the original booking. Please advise Treehouse Hideouts and make necessary payment for additional guests. Should additional unpaid guests be found to have stayed, additional guest fees will be charged to the credit card provided upon booking.
n. STRICTLY NO HOUSE PARTIES OR EXTRA GUESTS Treehouse Hideouts properties are offered on the basis of private, residential usage only. Events, functions, house parties and anything other than casual intimate gatherings with declared paying guests are not permitted at any Treehouse Hideouts property under any circumstances. Should this occur you will be requested to vacate the property immediately and your booking will be cancelled without refund. While intimate gatherings of declared guests is welcomed with prior notice and agreement, guests hosting large house parties on our property will be asked to vacate the property immediately with no refund. The terms that guests agree to with the mandatory self check in form include a strict no party policy. Those booking the property agree to not host excess guests over and above those named and declared in this form and agree to our strict no party policy. Tree House Hideouts is surrounded by The Port tourism precinct with restaurants, bars and eateries available nearby for guest entertainment. Any house party activity on our property is strictly prohibited and is deemed an instant contravention of terms which will lead to police involvement and the instant cessation of booking with no refund to guest.
o. Guests are expected to leave the property in a neat and tidy manner on departure. This includes
- washing and putting away dishes
- returning all items to their original position,
- all food items removed from fridges,
- barbecues cleaned
- ovens and microwaves wiped out
- rubbish placed in appropriate bins.
- Additional cleaning fees (minimum $50- maximum $1000 may apply if the property is not left in a presentable condition.
q. A minimum key replacement fee of $50 will apply if property keys are not returned on departure. Additional locksmith fees may also apply if locks require replacement due to the loss of keys.
r. When a property is booked for eight nights or more, a complimentary refresh service including fresh linen and towels is provided.
8. CODE RED FIRE DAYS
a. In the event of a Code Red - Fire Danger day being declared for our region, Treehouse Hideouts / Heygarth House Echuca / Charleston House Mathoura the following procedure will apply:
Guests currently in-house will be given the option to vacate the property prior to 5pm the evening before the code red day and will be issued a credit for the remainder of their stay.
Guests due to check-in on the code red fire danger day will be called and advised of the fire risk warning and provided with a 50% credit voucher for an alternative date within 12 months..
Treehouse Hideouts may decide to cancel bookings in the event of a code red fire danger day if the property is located in a high-risk area and reserves the right to issue a 50% credit note under these circumstances. See terms below.
All guests who decide to cancel their accommodation or have been advised not to attend will be issued with a credit voucher for a future stay at 50% value to the balance of their stay. This voucher is applicable to off-peak periods only and is valid for 12 months from the day of original check in.
9. COMPLAINT RESOLUTION POLICY
EMAIL COMPLAINTS: [email protected]
a. Should you have a need to raise a complaint we prefer that you make contact with Treehouse Hideouts at the first available opportunity during your visit. We will then attempt to rectify or resolve the matter so that you can continue to enjoy your stay.
b. Our housekeepers take a high level of care with our houses however should you feel that something may have been overlooked please bring this to our attention so that we can resolve. It is our aim to ensure that all our guests enjoy their stay. Any complaint raised during checkout or after your departure will be noted and acted on where appropriate, however we will not consider compensation if we were not given the opportunity to fix or rectify matters at the time the issue occurred.
10. LOSS AND DAMAGE
a. Whilst you are in residence, you are fully responsible for all breakages and damage caused to the property, its furniture and fittings. Any breakages, damage or loss must be reported to Treehouse Hideouts immediately.
b. Treehouse Hideouts reserves the right to request payment in full and/or charge repair/replacement costs to the guest credit card provided as pre-authorisation, or by withholding the cash security bond, in the event of property damage or theft either accidentally, maliciously or through negligence on the guests behalf.
- c. All properties are privately owned, Treehouse Hideouts / Heygarth House Echuca / Hopwood's Barn cannot be responsible for the failure of utilities, services, equipment or appliances however every attempt will be made (within reason) to rectify the issue. If issues cannot be resolved, we may relocate guests to an alternative property of similar value & style.
- e. Any belongings left in the property that are unclaimed within 7 days from date of departure will be donated to local charity organisations. Any items claimed need to be collected within 7 days or can be returned C.O.D (cash on delivery).
- a. Treehouse Hideouts reserves the right to debit the credit card provided as pre-authorisation, or withhold funds from the security bond, or request payment in full of any outstanding charges that apply to your booking. This includes, but is not limited to extra cleaning, rubbish removal, additional guests, extended stays, extra bedrooms occupied, smoking penalties, lost keys, callouts, repairs or damage to property.
- b. All fees listed in this document are subject to change without notice.
Privacy Policy
TREE HOUSE HIDEOUTS PRIVACY STATEMENT
Treehouse Hideouts collects your personal information when you interact with us online. Below you can find a summary of our online privacy practices.
Treehouse Hideouts collects non-identifiable data when you visit our website, including the number, date and timing of visits to the website and the pages of the website visited frequently. This information is for statistical purposes only.
You may also choose to provide us with select, personal information. This may include, for example, information that you provide when you subscribe to our newsletter, book accommodation or provide written feedback on your stay. We may sometimes also use automatically collected information about you in conjunction with other data we have about you, including personally identifiable information that you have voluntarily provided us.
Personal information that is collected by Treehouse Hideouts will only be made public with your consent. For example, testimonials and customer feedback will only be presented on our website with your express permission.
Personal information collected by Treehouse Hideouts may be passed on to third parties as required, in order to provide you with the services you have requested. For example, if you wish to order food or beverages whilst staying with us we will pass on your request to the relevant third party.
This privacy statement applies only to Treehouse Hideouts and to this particular website.
Interacting with the Treehouse Hideouts website and social media channels
If you choose to engage with our website and social media channels, Twitter, Facebook, Instagram and Pinterest, you should be aware that:
The information you provide is collected in order to understand the type of information and activity you may choose to participate in when engaging with Tree House Hideouts social networks.
Your profile contact details may be used by Treehouse Hideouts to contact you for feedback and/or to advise you of new Treehouse Hideouts developments. All contact will be made via the channels you choose to participate in.
Your individual privacy settings for profiles and accounts on social media networks are your responsibility. Treehouse Hideouts strongly recommends that you regularly check and configure the privacy settings for your profiles and accounts to make sure that you know what information you are making available.
Data Quality and Security
While Treehouse Hideouts takes reasonable precautions to protect the information it holds from unauthorised use, the nature of the information systems is such that the security of information cannot be guaranteed. Treehouse Hideouts relies on commercially available technologies for the security of its information systems.
Treehouse Hideouts relies on the accuracy of the information that users provide and it is the users' responsibility to ensure that information they submit is accurate.
Website Usage Measurement
This website uses Google Analytics through cookies, and other technologies, to understand how you and other users are interacting with the website.
Google Analytics uses "cookies" to retrieve statistics on how users use the Treehouse Hideouts site and connected social media channels. Google Analytics cookies do not collect personal identifiable information about your visits to the website.
The information generated by the cookie about your use of the website (including your IP address) will be transmitted to and stored by Google as well as in secure overseas data centers where it will help us understand and better meet our audience’s needs.
You may refuse the use of cookies by selecting the appropriate settings on your browser, however please note that if you do this you may not be able to use the full functionality of this website. By using this website, you consent to the processing of data about you in the manner and for the purposes set out above.
Thank you
Jacqueline Berthaume/ Paul Medew
Owner Managers
EMAIL [email protected]
Treehouse Hideouts collects your personal information when you interact with us online. Below you can find a summary of our online privacy practices.
Treehouse Hideouts collects non-identifiable data when you visit our website, including the number, date and timing of visits to the website and the pages of the website visited frequently. This information is for statistical purposes only.
You may also choose to provide us with select, personal information. This may include, for example, information that you provide when you subscribe to our newsletter, book accommodation or provide written feedback on your stay. We may sometimes also use automatically collected information about you in conjunction with other data we have about you, including personally identifiable information that you have voluntarily provided us.
Personal information that is collected by Treehouse Hideouts will only be made public with your consent. For example, testimonials and customer feedback will only be presented on our website with your express permission.
Personal information collected by Treehouse Hideouts may be passed on to third parties as required, in order to provide you with the services you have requested. For example, if you wish to order food or beverages whilst staying with us we will pass on your request to the relevant third party.
This privacy statement applies only to Treehouse Hideouts and to this particular website.
Interacting with the Treehouse Hideouts website and social media channels
If you choose to engage with our website and social media channels, Twitter, Facebook, Instagram and Pinterest, you should be aware that:
The information you provide is collected in order to understand the type of information and activity you may choose to participate in when engaging with Tree House Hideouts social networks.
Your profile contact details may be used by Treehouse Hideouts to contact you for feedback and/or to advise you of new Treehouse Hideouts developments. All contact will be made via the channels you choose to participate in.
Your individual privacy settings for profiles and accounts on social media networks are your responsibility. Treehouse Hideouts strongly recommends that you regularly check and configure the privacy settings for your profiles and accounts to make sure that you know what information you are making available.
Data Quality and Security
While Treehouse Hideouts takes reasonable precautions to protect the information it holds from unauthorised use, the nature of the information systems is such that the security of information cannot be guaranteed. Treehouse Hideouts relies on commercially available technologies for the security of its information systems.
Treehouse Hideouts relies on the accuracy of the information that users provide and it is the users' responsibility to ensure that information they submit is accurate.
Website Usage Measurement
This website uses Google Analytics through cookies, and other technologies, to understand how you and other users are interacting with the website.
Google Analytics uses "cookies" to retrieve statistics on how users use the Treehouse Hideouts site and connected social media channels. Google Analytics cookies do not collect personal identifiable information about your visits to the website.
The information generated by the cookie about your use of the website (including your IP address) will be transmitted to and stored by Google as well as in secure overseas data centers where it will help us understand and better meet our audience’s needs.
You may refuse the use of cookies by selecting the appropriate settings on your browser, however please note that if you do this you may not be able to use the full functionality of this website. By using this website, you consent to the processing of data about you in the manner and for the purposes set out above.
Thank you
Jacqueline Berthaume/ Paul Medew
Owner Managers
EMAIL [email protected]