Terms and conditions of stay

Guests

Only the guests named on your booking may stay or visit, up to 4 guests in total, unless we approve otherwise in writing.

Check-in and check-out

Please follow the check-in and check-out times in your booking. Check-out is by 10am so our cleaners can prepare for the next guests. Late check-out may be possible at $100 per hour if arranged and approved in advance, depending on the next booking and the cleaning schedule. Unapproved late check-out is charged at $150 per hour.

Noise and neighbours

Quiet hours are 9pm to 8am. Please follow the building and council rules. No parties or gatherings at any time. Breaches may lead to eviction without refund and further charges.

Extra guests and parties

Unapproved visitors or extra guests may result in a fine, a report to the booking platform and a negative guest review.

Pets

Pets are not permitted, no exceptions.

Smoking

Strictly non-smoking: inside, on the balcony and in all shared areas of the building. A cleaning fee applies to any breach.

Age and schoolies

The person who books must be at least 25. Guests under 25 are welcome only with a parent or guardian. Schoolies and similar groups are not accepted.

Commercial use and structures

No commercial activity, tents, caravans or other structures at the property.

Security deposit (direct bookings)

A $400 refundable security deposit is required before check-in. It is refunded after check-out, subject to inspection.

Keys, fobs and lockouts

Your check-in details include a guest help link with step-by-step instructions for lockouts. In short:

• Locked out: ask building reception first during business hours. After hours, the building's onsite emergency service may be able to help, with a minimum charge of $200, which is charged to us and reimbursed by you. If they're unavailable, the only locksmith authorised by the body corporate is Able Security, at about $297, paid directly to them.
• Lost key or fob: the body corporate requires a full replacement, which costs about $600 and is payable by you. This is separate from any callout charges.
• Please return the key to the lockbox at check-out.

Our time

Caloundra Escape is privately run, not a hotel with a front desk. Questions about your stay, and anything wrong with the apartment itself, are always free. Where a guest's actions or requests need more than 15 minutes of our time (for example, a lost key or fob, a lockout, arranging access or replacement keys, or sorting out excess mess or damage), that time is charged at $100 per hour in 15-minute blocks, on top of any third-party costs.

Cleaning and damage

Standard cleaning is included. If the apartment is left too messy or dirty, an additional cleaning fee applies from $150, plus $80 per extra hour. Excessive mess includes unwashed dishes, food left in the fridge, oven or dishwasher, rubbish or nappies not in the bins, furniture not returned to its place, and spills or stains on carpets, furniture or bedding. We can wash and put away dishes for $50 if you ask in advance.

Children

Children are welcome but must be supervised by an adult at all times, including on the balcony, in common areas and at the pool, spa and BBQ. Parents and guardians are responsible for their children's safety and for any damage.

Safety and liability

You use the property and building facilities (pool, spa, sauna, gym, BBQ) at your own risk. We're not liable for accidents, injuries or loss caused by misuse, negligence or not following the house rules. Please take care and report any safety issue straight away.

Pricing errors

We're not required to honour a price shown in error. If it happens, we'll send a corrected invoice, which you can accept or cancel without penalty.

If the apartment becomes unavailable

If the apartment becomes unavailable for reasons outside our control (for example damage, emergency repairs or sale), we may cancel your booking and refund everything you've paid. No further compensation applies.

Appliances

If something breaks, we'll repair or replace it as soon as reasonably possible. We can't guarantee an immediate fix where parts or trades are delayed, and no discount or compensation applies.

Privacy

Your details and ID are used to verify your booking, meet legal requirements and keep guests safe. ID photos and documents are stored securely and deleted within 14 days of check-out, unless the law requires us to keep them longer.

Marketing

By giving us your email and phone number, you agree that we may contact you about your booking and send occasional updates or offers about future stays. You can unsubscribe at any time.

Travel insurance

We strongly recommend travel insurance. We're not liable for cancellations or delays outside our reasonable control.

Contacting us

Please message us through Airbnb, or by email if you booked direct. Message support is Monday to Friday, 9am to 4pm Queensland time, on a best-effort basis. We don't offer 24/7 support. In a life-threatening emergency, call 000. For lockouts, follow the guest help link in your check-in details.