TERMS & CONDITIONS OF STAY

Last updated: February 2026

These Terms & Conditions apply to short-term accommodation bookings managed by Lakeshores Accommodation.

We aim to provide guests with a high-quality, enjoyable stay. In return, guests are expected to respect the property, neighbours and community, comply with applicable laws and property rules, and work with us to resolve any issues fairly and promptly.

Nothing in these Terms excludes, restricts or modifies any right or remedy that cannot lawfully be excluded under Australian Consumer Law (ACL) or other applicable legislation.

IMPORTANT – ISSUE RESOLUTION PROCESS

If an issue arises during a stay:

✦ Guests must report it to Lakeshores Accommodation as soon as reasonably practicable after becoming aware of it and provide reasonable details and, where appropriate, photographs.

✦ Guests must allow Lakeshores Accommodation, the owner or authorised representatives reasonable access to inspect and, where possible, rectify the issue.

✦ Where an issue can reasonably be addressed during the stay, guests must provide a reasonable opportunity for us to investigate and resolve it.

✦ If a guest fails to report an issue, refuses reasonable access, leaves the property without allowing an opportunity for investigation or rectification, or raises the matter only after departure, this may affect our ability to verify the concern and may be taken into account when assessing any request for refund or compensation.

✦ Nothing in this process limits rights or remedies available under Australian Consumer Law or other applicable law.

1. GENERAL BOOKING CONDITIONS

✦ Bookings are for short-term accommodation only and do not create a residential tenancy except where legislation provides otherwise.

✦ By proceeding with a booking, the primary guest confirms they have reviewed the property listing, photographs, advertised amenities, booking conditions, cancellation policy and these Terms & Conditions.

✦ Guests are responsible for making reasonable enquiries before booking where a particular feature, amenity, accessibility requirement or facility is essential to their stay.

✦ The booking must be in the name of the primary guest staying at the property, who must be at least 18 years old unless a higher minimum age applies.

✦ Bookings are non-transferable without prior written approval.

✦ Guests may be required to provide valid identification, payment verification, contact details and a completed and signed check-in form before access is provided.

✦ Failure to complete required verification or check-in requirements may result in delayed or refused access or cancellation where permitted by applicable booking terms, platform rules and law.

2. PRIMARY GUEST, OCCUPANTS & VISITORS

✦ The primary guest is responsible for ensuring all occupants and approved visitors comply with these Terms, property-specific rules, applicable strata/community by-laws, the NSW STRA Code of Conduct and applicable laws.

✦ Conduct by an occupant or visitor may be treated as conduct by the primary guest.

✦ Guest numbers must not exceed the confirmed booking or permitted property occupancy.

✦ Visitors must not attend where prior approval is required without written approval from Lakeshores Accommodation.

✦ Parties, events and gatherings are prohibited unless expressly approved in writing.

✦ Tents, caravans, campervans or alternative sleeping accommodation must not be used without written approval.

✦ Properties must not be used for illegal activity or unauthorised commercial photography, filming, functions, events or other commercial purposes.

✦ Serious or repeated breaches may result in termination of the stay where permitted by law and applicable booking arrangements.

✦ Where a stay is terminated due to a serious or repeated breach by the guest, an occupant or visitor, no refund will be provided for the unused portion of the stay, except where required by applicable law.

3. NSW SHORT-TERM RENTAL ACCOMMODATION CODE OF CONDUCT

✦ Guests and visitors must comply with the NSW Code of Conduct for the Short-Term Rental Accommodation Industry throughout the stay.

This includes requirements to:

• Act lawfully and take reasonable care of the property and its contents
• Respect neighbours, other occupants and common property
• Not create unreasonable or disruptive noise
• Not behave violently, threateningly or intimidatingly
• Not intentionally, recklessly or negligently damage the property, common property, nearby public property or property belonging to neighbours or other occupants
• Ensure visitors comply with applicable behavioural obligations
• Not copy or knowingly retain keys, security passes or other access devices
• Comply with applicable strata/community by-laws
• Notify Lakeshores Accommodation as soon as possible of any dispute or complaint concerning the behaviour of a guest or visitor

✦ A copy of the NSW STRA Code of Conduct will be provided or made readily available to guests.

✦ Property-specific requirements and applicable strata/community rules will be provided or made available through the Lakeshores Accommodation digital guidebook where relevant.

4. PAYMENTS, BONDS, DAMAGE & ADDITIONAL CHARGES

✦ Payments must be made in accordance with the booking platform, booking confirmation or agreed payment schedule.

✦ Booking or platform fees remain subject to the terms under which they were charged and applicable law.

✦ Where permitted, guests are responsible for reasonable costs arising from themselves, occupants or visitors, including:

• Damage or missing property
• Excessive or additional cleaning
• Lost keys, remotes, fobs or security passes
• Guest-caused locksmith or contractor attendance
• Unauthorised occupants, visitors, pets or events
• Unpaid agreed charges
• Other reasonable losses arising from a breach of these Terms

✦ Fair wear and tear is not considered guest damage.

✦ Guests remain responsible for reasonable costs exceeding any security bond.

✦ Lakeshores Accommodation may use photographs, videos, housekeeping reports, contractor reports, quotations, invoices, communications, inspection reports and entry/access records when assessing damage or additional costs.

✦ Where appropriate, professional assessment or quotations may be obtained to determine reasonable repair or replacement costs.

✦ Guests must report accidental damage as soon as reasonably practicable to prevent further damage and allow repairs to be arranged.

5. PAYMENT DISPUTES & CHARGEBACKS

✦ Guests should contact Lakeshores Accommodation promptly if they believe a charge is incorrect so it can be investigated.

✦ Nothing prevents a guest from exercising a lawful right to dispute a transaction.

✦ In a payment or chargeback dispute, relevant evidence may be supplied to the booking platform, payment provider or financial institution, including signed agreements, booking/check-in records, communications, photographs, access records, inspection reports, contractor reports and invoices.

✦ Reasonable recovery costs may be pursued where legally recoverable.

6. CANCELLATIONS, CHANGES & EARLY DEPARTURE

✦ Cancellation terms are those applicable to the booking platform or agreed at the time of booking.

✦ Change of mind, personal circumstances, reduced guest numbers or personal preference do not automatically create an entitlement to a refund.

✦ Guests choosing to depart early for reasons unrelated to a failure in the accommodation or services are not automatically entitled to a refund for unused nights.

✦ Where departure relates to an alleged property issue, the Important Issue Resolution Process above applies.

✦ Rebooking, credits or other discretionary arrangements may be offered where appropriate.

✦ Nothing in this section affects remedies available under Australian Consumer Law or other applicable law.

7. THIRD-PARTY BOOKINGS

✦ Where booked through a third-party platform, that platform's applicable terms and policies also apply.

✦ These Terms additionally govern guest conduct, property use and Lakeshores Accommodations' operational requirements to the extent permitted.

✦ Where these Terms conflict with mandatory platform terms applicable to the booking, the platform terms prevail to the extent of the inconsistency.

✦ Guests will still be required to complete Lakeshores Accommodations' permitted check-in, identification and guest registration requirements.

✦ Relevant evidence may be provided to a booking platform in connection with complaints, damage claims, payment disputes or other booking matters.

8. PROPERTY DESCRIPTION, SUITABILITY & AMENITIES

✦ Lakeshores Accommodation aims to ensure listings, descriptions and photographs accurately represent properties when published.

✦ Guests are responsible for determining whether a property meets their particular requirements before booking.

✦ Minor changes in décor, furniture, landscaping, styling or presentation may occur and do not necessarily constitute a material difference from the listing.

✦ Personal preferences regarding décor, layout, mattress firmness, neighbourhood characteristics or similar subjective matters do not of themselves constitute defects.

✦ Amenities may include Wi-Fi, streaming services, televisions, air-conditioning, heating, appliances, BBQs, pools, spas and other facilities.

✦ Temporary service interruptions or equipment faults can occur and must be reported promptly.

✦ A temporary fault or outage does not automatically create an entitlement to compensation. Any remedy will depend on the circumstances and applicable law.

✦ Internet, mobile reception and streaming performance may be affected by providers, network demand, location, weather and other circumstances outside our reasonable control.

9. ARRIVAL, ACCESS & DEPARTURE

✦ Published check-in and check-out times must be observed unless otherwise agreed in writing.

✦ Early access and late check-out require prior approval.

✦ Unauthorised early arrival, late departure or overstaying may result in reasonable additional charges and other lawful action.

✦ Guests must not interfere with, disable, alter or damage locks, smart locks, key safes, gates, security devices, access systems or building/pool access equipment.

✦ Keys, remotes, fobs and security passes must not be copied and must be returned or left as instructed.

✦ Reasonable costs associated with lost/unreturned access devices, guest-caused lockouts, locksmith attendance or replacement may be charged.

10. NOISE, NEIGHBOURS & COMMUNITY

✦ Guests must respect neighbours and the surrounding community at all times and must not create unreasonable or excessive noise.

✦ Quiet hours apply from 10:00 PM to 8:00 AM, during which noise must be kept to a minimum.

✦ Music, outdoor entertaining and other activities must not unreasonably interfere with neighbouring properties.

✦ Guests must comply promptly with reasonable requests from Lakeshores Accommodation concerning noise or disturbance.

✦ Serious or repeated noise complaints may result in termination of the stay where permitted. Where termination results from a serious or repeated breach of noise or behaviour requirements, no refund will be provided for the unused portion of the stay, except where required by applicable law.

11. MAINTENANCE, ACCESS & ENTRY

✦ Maintenance and safety issues must be reported as soon as reasonably practicable.

✦ Guests must not undertake significant repairs unless instructed by Lakeshores Accommodation.

✦ Guests must provide reasonable access for authorised personnel to inspect or rectify reported issues.

✦ Minor or non-essential maintenance issues that do not materially affect the accommodation as a whole do not automatically create an entitlement to relocation, cancellation, refund or compensation.

✦ Lakeshores Accommodation, the owner or authorised contractors may require access for urgent repairs, safety concerns, emergencies, compliance requirements, investigation of reported issues or reasonable operational requirements.

✦ Reasonable notice will be provided where practicable. In an emergency or where there is an immediate risk to persons or property, access may occur without prior notice where legally permitted.

✦ Emergency services and relevant property emergency contact information will be provided in the Lakeshores Accommodation digital guidebook.

12. POOLS, SPAS, BBQs, FIREPLACES & SPECIAL FACILITIES

✦ Pools, spas, BBQs, fireplaces, firepits, watercraft, jetties and similar facilities must be used in accordance with supplied instructions, safety requirements and applicable law.

✦ Children must be appropriately supervised around pools, spas, waterways, fireplaces and other hazards.

✦ Pool gates and safety barriers must never be propped open, disabled or interfered with.

✦ Guests must not tamper with pool, spa, gas, electrical or safety equipment and must report faults immediately.

13. CLEANING & PROPERTY CONDITION

✦ Properties are cleaned and prepared before arrival; however, holiday homes are residential properties and differ from hotel environments.

✦ Minor dust, leaves, insects or naturally occurring environmental factors do not necessarily indicate a failure to clean.

✦ Significant cleanliness concerns must be reported promptly so they can be assessed and, where appropriate, rectified.

✦ Guests must leave the property reasonably tidy.

✦ Excessive cleaning beyond the normal turnover clean may incur a reasonable additional charge, including for excessive rubbish, significant spills/staining, unreasonable kitchen mess, excessive approved-pet hair, substantial furniture repositioning or cleaning resulting from prohibited activities.

14. GUEST-CAUSED CALL-OUTS

✦ Guests may be charged the reasonable actual cost of contractor attendance required because of guest misuse or actions, including:

• Toilets or drains blocked by inappropriate items
• Damage to fixtures or appliances
• False alarms caused by guest interference
• Tampering with equipment
• Guest-caused lockouts or lost keys

✦ Guests will not be charged for genuine maintenance faults not attributable to guest actions.

15. SMOKING, VAPING, HOOKAHS & SHISHAS

✦ Smoking and vaping are strictly prohibited inside properties.

✦ Guests must follow property-specific instructions regarding designated outdoor smoking areas. Where no designated smoking area exists, guests must leave the property boundaries to smoke or vape.

✦ Hookahs, shishas, water pipes and similar smoking devices are strictly prohibited anywhere on the property, including balconies, decks, garages, gardens and outdoor areas.

✦ Hookah/shisha charcoal, coals and similar materials must not be used or burned anywhere on the property.

✦ Cigarette butts, ash, coals or smoking-related waste must not be discarded on the property.

✦ Guests are responsible for reasonable costs arising from smoke/odour remediation, burns, fire damage, staining or additional cleaning resulting from a breach.

16. PETS

✦ Pets are only permitted at properties advertised as pet-friendly or where prior written approval has been provided and may be subject to property-specific conditions.

✦ Guests are responsible for their pets and any damage or unreasonable additional cleaning caused by them.

✦ Guests must inspect fencing, gates and outdoor areas on arrival and satisfy themselves that they are secure and suitable for their particular pet before allowing the pet off-leash or leaving it unattended.

✦ Fencing shown or described at a property is not guaranteed to be escape-proof or suitable for every animal.

✦ Pets must not cause unreasonable noise, nuisance or disturbance. Guests must clean up after pets and dispose of waste appropriately.

✦ Assistance animals will be dealt with in accordance with applicable law.

17. FURNITURE, CONTENTS & EQUIPMENT

✦ Furniture, appliances and property contents must be treated with reasonable care.

✦ Furniture must not be moved from its original position, between rooms or outdoors without prior written permission.

✦ Any items moved must be returned to their original position before departure.

✦ If furniture or property contents are not returned to their original position, an additional reasonable charge will apply for the actual time and labour required to reposition them.

✦ Guests are responsible for damage caused by moving furniture or contents.

✦ Indoor furniture must not be used outdoors unless designed for that purpose.

✦ Heavy furniture, beds, televisions and appliances must not be moved without prior written approval.

18. RUBBISH & WASTE

✦ Guests must use property bins and waste facilities according to supplied instructions.

✦ Rubbish must not be left elsewhere on the property or surrounding land.

✦ Excessive rubbish or waste requiring special removal may incur a reasonable additional charge.

19. PARKING & ELECTRIC VEHICLES

✦ Guests must comply with property-specific parking instructions and must not obstruct neighbours, driveways, roads, emergency access or common property.

✦ Vehicles must only be parked in approved areas.

✦ Electric vehicles may only be charged using an approved EV facility or with prior permission.

✦ Extension leads or ordinary electrical outlets must not be used for EV charging without express approval.

20. ENVIRONMENTAL & EXTERNAL CONDITIONS

✦ Many properties are located near beaches, lakes, bushland and other natural environments where wildlife, insects, leaves, weather, salt and sand may naturally occur.

✦ Weather, neighbouring activity, council/utility works, roadworks, unrelated construction, community events and power, water or telecommunications outages may occur outside Lakeshores Accommodations' reasonable control.

✦ Such circumstances do not automatically constitute a property defect or entitlement to compensation. Nothing in this clause limits applicable legal rights.

21. SAFETY EQUIPMENT

✦ Guests must not remove, cover, disable or interfere with smoke alarms, fire extinguishers, fire blankets, pool gates/barriers, electrical equipment, security systems or emergency equipment.

✦ Faults must be reported immediately.

✦ Deliberate or negligent interference may result in reasonable rectification charges and termination of the stay where permitted.

22. STRATA, COMMUNITY & PROPERTY-SPECIFIC RULES

✦ Guests and visitors must comply with applicable strata/community by-laws and property-specific rules.

✦ Relevant requirements are provided through the Lakeshores Accommodation digital guidebook and may relate to parking, pools/spas, common areas, noise, rubbish, pets, access, visitors and behaviour.

✦ The primary guest must ensure all occupants and visitors understand and comply with these requirements.

✦ Failure to read the guidebook does not remove responsibility to comply with rules reasonably provided or made available.

✦ Serious or repeated breaches may result in termination where permitted and may expose the guest to consequences under the NSW STRA Code of Conduct.

23. SECURITY & MONITORING

✦ Some properties may have lawful external security cameras, doorbell cameras, noise monitoring or other security devices.

✦ Devices will not be located in areas where guests would reasonably expect privacy.

✦ Guests must not cover, disconnect, damage or interfere with disclosed security or monitoring equipment.

✦ Lawfully obtained security/access information may be used to investigate incidents, complaints, damage or breaches, subject to applicable privacy law.

24. LOST & UNCOLLECTED PROPERTY

✦ Guests are responsible for checking the property for belongings before departure.

✦ Where an item is located, return may be arranged at the guest's cost, including postage, courier and reasonable handling costs where applicable.

✦ Rubbish, perishables and items reasonably considered discarded may be disposed of promptly where permitted by law.

✦ Other uncollected property will be stored, handled and disposed of in accordance with the NSW Uncollected Goods Act 1995 and other applicable law.

✦ Lakeshores Accommodation is not responsible for belongings left behind except to the extent required by law.

25. PERSONAL PROPERTY & TRAVEL INSURANCE

✦ Guests are responsible for securing their personal belongings.

✦ Lakeshores Accommodation is not responsible for loss, theft or damage to personal belongings except where liability arises under applicable law.

✦ Appropriate travel insurance covering cancellation, illness, weather events, travel disruption and personal belongings is strongly recommended.

26. FORCE MAJEURE & EVENTS OUTSIDE REASONABLE CONTROL

✦ Events outside the reasonable control of Lakeshores Accommodation or the property owner may include severe weather, natural disasters, utility failures, government restrictions, emergency events and other unforeseen circumstances.

✦ Where such an event affects a booking, Lakeshores Accommodation will act reasonably and in accordance with applicable booking terms, platform rules and Australian Consumer Law.

27. PRIVACY & INFORMATION

✦ Personal information may be collected, stored, used and disclosed where reasonably connected with:

• Booking and property management
• Guest identification and verification
• Property access and guest communication
• Housekeeping, maintenance, safety and security
• Payment processing
• Damage, bond, disputes and lost property
• Insurance, legal and regulatory requirements

✦ Guest and booking information may be stored and processed through Property Stack, our property management system, as well as relevant booking platforms, payment processors and other service providers used to manage bookings and accommodation.

✦ Information may include contact and booking details, identification/verification records, payment-related information, signed agreements, communications, access information and incident/damage records.

✦ Relevant information may be provided to property owners, authorised contractors, housekeepers, booking platforms, insurers, payment providers, financial institutions or other service providers where reasonably necessary or permitted/required by law.

✦ Lakeshores Accommodation will only collect, use and disclose personal information where reasonably necessary for its operations or otherwise permitted or required by law.

✦ Lakeshores Accommodation will take reasonable steps to protect personal information from misuse, interference, loss and unauthorised access, modification or disclosure where required by applicable privacy law.

✦ Personal information will be handled in accordance with applicable Australian privacy laws and Lakeshores Accommodation's privacy practices.

28. COMPLAINTS & DISPUTES

✦ Guests should raise concerns with Lakeshores Accommodation as soon as reasonably practicable so we have an opportunity to investigate and resolve them.

✦ Both parties are expected to act honestly and in good faith when dealing with complaints and disputes.

✦ Nothing prevents a guest from contacting their booking platform, NSW Fair Trading, the ACCC or another body where entitled to do so.

✦ Information about lodging an STRA complaint with NSW Fair Trading is available through the Lakeshores Accommodation digital guidebook and/or NSW Fair Trading.

29. AUSTRALIAN CONSUMER LAW

✦ These Terms operate subject to Australian Consumer Law and other rights that cannot lawfully be excluded, restricted or modified.

✦ Nothing in these Terms excludes or restricts a consumer guarantee or statutory remedy.

✦ Where a guest is legally entitled to a remedy, the appropriate remedy will be determined in accordance with applicable law.

30. GOVERNING LAW & SEVERABILITY

✦ These Terms are governed by the laws of New South Wales, Australia and applicable Commonwealth legislation.

✦ If any provision is invalid or unenforceable, it will be severed or read down to the extent necessary and the remaining Terms will continue to operate.

GUEST ACKNOWLEDGEMENT

By proceeding with the booking and completing the required check-in process, the primary guest acknowledges that:

✦ I have read, understood and agree to these Terms & Conditions.

✦ I have reviewed the property listing, photographs and advertised amenities.

✦ I agree to comply with the NSW STRA Code of Conduct, applicable strata/community by-laws and property-specific rules.

✦ I accept responsibility for ensuring all occupants and approved visitors associated with my booking comply with these Terms.

✦ I understand that issues must be reported as soon as reasonably practicable and that I must provide Lakeshores Accommodation with reasonable access and opportunity to investigate and, where possible, rectify them.

✦ I understand that failing to report an issue or provide a reasonable opportunity for investigation or rectification may affect Lakeshores Accommodation's ability to verify the concern and may be taken into account when assessing a subsequent claim.

✦ I understand that I may be responsible for reasonable costs arising from damage, loss, excessive cleaning, guest-caused call-outs or other breaches caused by myself, occupants or visitors.

✦ I understand that property-specific information, rules and emergency information are provided through the Lakeshores Accommodation digital guidebook and that I am responsible for reviewing that information.

✦ I understand that nothing in these Terms removes or limits rights that cannot lawfully be excluded under Australian Consumer Law or other applicable law