TERMS & CONDITIONS

Damages and Cleaning Policy

Smoke from cigarettes or cigars or from a smoking pipe is not permitted inside the cottages.

If a cottage is contaminated by smoke or there is evidence of smoking in a cottage you will be liable for an additional charge, which will equate to the sum of the following,
- The daily tariff for the period that the cottage is unavailable for other guests due to the effects of smoke contamination and damage
- The cost of finding alternative accommodation for subsequent guests as a result of the cottage being unavailable
- The cost of cleaning, repairing or replacing any item damaged by the affects of smoking. This may include the cost of additional cleaning, laundering of drapes or other fabrics

Minimum charge for smoke contaminated of cottage is $270
The use of candles are prohibited in the cottages. If there is damage as a result of the burning of candles or there is evidence of burning candles in a cottage you will be liable for an additional charge, which will equate to the sum of the following:
- The daily tariff for the period that the cottage is unavailable for other guests due to the effects of smoke contamination and damage
- The cost of finding alternative accommodation for subsequent guests as a result of the cottage being unavailable
- The cost of cleaning, repairing or replacing any item damaged by the affects of smoking or the burning of incense. This may include the cost of additional cleaning, laundering of drapes or other fabrics.

If products other than the bath salts are provided are used in the jacuzzi you will be liable for an additional charge, which will equate to the sum of the following
- The daily tariff for the period that the cottage is unavailable for other guests due to the effects of smoke contamination and damage
- The cost of finding alternative accommodation for subsequent guests as a result of the cottage being unavailable
- The cost of cleaning, repairing or replacing any item damaged. This may include the cost of additional cleaning.

Minimum charge for using other products in the jacuzzi is $270
We reserve the right to charge your credit card at any time during the week after your stay or to claim from you any costs incurred due to damages made during your stay.
This can include but is not limited to damage to furniture, appliances, fixtures & fittings, windows, external areas and the like. It also refers to any contamination of bedding, linen &
mattresses by means of bodily fluids, (ie vomit, faeces, urine etc) or certain product spills that require specialist cleaning/replacement as per standards of practice for the Hospitality
Industry. Please also refer to our Smoking & Drug policy.
Additional cleaning costs required due to the property being left in a poor condition or contamination of bedding, linen or mattresses will be charged at a rate of $60 per hour.

No non-paying guests or guests not within your booking are not allowed to use the facilities of our cottages or our property without prior arrangement and agreed to by Emerald Creek
Cottages Management.
We do not accept parties of any kind as there needs to be a consideration for other paying guests.
We reserve the right to cancel any booking if guests do not comply with our terms & conditions and to charge costs for any extra guests that stay without consent or any damage that may occur from these non-paying guests. Please note the property is monitored for incoming/outgoing guests however be assured your privacy whilst in your cottage is maintained.
Pets are not allowed.
Emerald Creek Cottages is not set up for children but are children are allowed. There are no extra beds, sofa beds or cots. Please Contact directly.

Wi Fi

During your stay you will have access to internet via our wi-fi. Please note that whilst I endeavour to provide a fast internet service, please be mindful that we are in the Dandenong Ranges and reception can be intermittent at times.

Concerns or Complaints

During your stay if you have any concerns or complaints, please let us know as soon as possible so that we can do our best to rectify the situation. This may include any maintenance issues, noise issues, cleaning issues etc.

Check In – 2pm
Check Out – 10am

Upon Your Departure

On your departure you must ensure the cottage is left clean & tidy with the kitchen & living areas left the way you found them.
If a dishwasher is provided, please load, and put it on or alternatively wash dishes using dish soap and leave to dry. Please handwash well pots and pans and other kitchen equipment
that can’t be put into the dishwasher

The property needs to be left in a clean and tidy state however we do not expect you to fully vacuum, mop or do any deep surface cleaning or laundry.
All trash is to be disposed of in the proper receptacles that are provided in the cottage - Small Bins allocated for food waste, Recycle bins and general waste bins.

Payment & Cancellation Policy

Guests must provide a valid credit card upon arrival.
Full Payment is taken 7 days prior to guest arrival.
Failure to arrive or cancellation after arrival: Full Payment is payable.
Full refund 5 days prior to guest arrival
Cancellations must be confirmed in writing (email) or via text.
For any cancellations during your stay, we reserve the right to retain all monies that have been paid for the booking.
All cancellations/changes to bookings made through third party booking agents such as Booking.com

Drugs & Criminal Activity

No drugs are to be brought onto the property nor any criminal activity to be conducted on the premises. We reserve the right to call the police at any time if there is suspicion of any of this type of activity.
If it is deemed that the above has occurred further investigations of the cottages will be conducted and any evidence of drugs and drug use and potentially cooking or cutting of drugs, (manufacture) with be photographed and evidence collected. By law we are required to test a cottage that has be deemed contaminated. This will be done and subsequent costs for cleaning, damage and contamination of the cottage can be sought through legal, insurance and police avenues. See minimum costs below.
The minimum costs that can be directly charged to you for this process are as following;
Initial Composite testing (10 swabs) - $550 + GST
Subsequent breakdown analysis of each swab - $150 + GST per swab
Potential contamination of room, (room must be shut down for at least 2-3 days for testing) - $1000
Minimum cleaning cost until receipt of testing & analysis - $500

Bushfire or Other Emergencies/Severe Weather Policy

Please download the Vic Emergency app for updated information Emerald Creek Cottages will accept a cancellation by you for days with an actual or predicted Fire Danger Rating of 'Code Red' or 'Extreme' for the Central District (Refer www.cfa.vic.gov.au) or alternatively download the Vic Emergency App.
You must notify us of your intention to cancel stating that this is your reason for cancelling and it must be acknowledged by us. Under these circumstances we will refund in full any deposits already paid by you for that unused accommodation. For bookings made through third party booking agencies you will need to contact them directly and state the same reasons for cancellation.
We reserve the right to close our operations and in effect cancel your booking with us in the rare event that we deem it necessary for your safety or because of an inability to operate due to circumstances beyond our control. This may include significant bush fire danger, road closures, an extended power, water or gas outage or damage to your booked accommodation due to storms or other circumstances. In this instance we will give you as much notice as possible and provide you with assistance where we can. We will either credit or refund in full any deposits already paid by you for that unused accommodation.

On site Emergency

For all emergencies that may occur whilst you are onsite, please call 000 first and then contact us via the manager’s mobile 0417 60 30

In the event of a fire or other significant emergency onsite please safely exit your cottage leaving behind belongings and proceed to the top of the driveway.
If the emergency is significant enough for you to have to leave the site, please wait to be told which way to go.
At all times we would endeavour to ensure that people do not travel to the hills during significant bushfire predicated weather however if you are onsite and we receive direction from CFA we would evacuate you to a more appropriate location in the Emerald area.

Wildlife

On the property you may come across a variety of wildlife such as native birds, wallabies, kangaroos, wombats and other animals. Please be reminded that these are wild animals and should not be approached or fed by you. Doing so may result in injury to yourself and the animal.
If you are fortunate enough to see some of our native wildlife, please enjoy observing them from a distance.