Terms and Conditions of Holiday Accommodation
Last updated: [September 2026]
Contents
- About these terms
- Bookings, payments and fees
- Registration, security bond and check-in
- Changes and cancellations
- Guest numbers, parties and conduct
- Using the property
- Security, departure and lost property
- Damage, charges and claims
- Liability, privacy and legal
1. About these terms
Please read these terms carefully before booking. By paying a deposit, or by confirming a booking through a third-party platform, you accept these terms on behalf of everyone in your group. If anything is unclear, please contact us before you book.
1.1 Who you are dealing with. Latitude South Coast (“LSC”, “we”, “us”) is a licensed agent acting for the owner of each property. Your booking is an agreement between you and the property owner, arranged and managed by LSC as the owner’s agent.
1.2 Holiday accommodation only. Each property is let for holiday purposes only, under a licence to occupy for the dates booked. It is not a residential tenancy, and the Residential Tenancies Act 2010 (NSW) does not apply.
1.3 Responsible renter. The person who makes the booking must be at least 21 years old and must stay at the property for the whole booking. They are responsible for the conduct of every guest and visitor, and for any charges that arise under these terms. Guests under 21 are welcome when accompanied by a parent or guardian.
1.4 Bookings through other platforms. If you book through Airbnb, Stayz, Booking.com or Expedia, that platform’s cancellation, payment and refund terms apply to your booking. All other terms here, including house rules, guest numbers, conduct, damage and charges, apply to every booking, whichever channel you use, to the extent the platform allows. Damage claims on platform bookings may be lodged through the platform’s own resolution process.
1.5 Other documents that form part of your booking. Your booking confirmation, the property’s house rules and guest guide, and the NSW Short-term Rental Accommodation Code of Conduct all form part of this agreement. If they conflict with these terms, the Code of Conduct prevails, then these terms.
1.6 Definitions.
| Term | Meaning |
|---|---|
| Accommodation fee | The part of your total price that is the nightly tariff, excluding the fees listed in clause 2.4 |
| Arrival date | The first night of the booking, measured in NSW local time |
| Booking | The dates and property you have paid to occupy |
| Guest | Any person staying overnight at the property during the booking |
| Visitor | Any person a guest allows onto the property who is not staying overnight |
| Property | The dwelling, its grounds, fixtures, fittings, furniture and contents |
| Owner | The owner of the property |
| Responsible renter | The person named on the booking, as described in clause 1.3 |
2. Bookings, payments and fees
Your booking is confirmed once your deposit is paid, and the balance is charged automatically 30 days before arrival. The rules for direct bookings through our website or office are:
2.1 Deposit. A deposit is payable at the time of booking. A booking is not confirmed, and the dates are not held, until the deposit is received.
2.2 Balance. The balance is due 30 days before the arrival date. We will email a reminder beforehand, then charge the card held on file on the due date. Bookings made within 30 days of arrival must be paid in full at the time of booking.
2.3 Missed payments. If the balance cannot be collected, we will contact you. If it is still unpaid 3 days after the due date, we may cancel the booking, and the Cancellation Policy in clause 4 will apply as if you had cancelled on that date.
2.4 Your price. You pay one total price for your stay. It includes the accommodation fee and all applicable fees, such as booking services, cleaning and linen, the $40 damage waiver (clause 8), and firewood for winter stays at properties with a fireplace or firepit. A breakdown of your total is available on request, and is used to calculate any refund under clause 4.
2.5 Card payments. Payments are made by credit or debit card.
2.6 Stored card details. By booking, you authorise us to store your card details securely and to charge that card for the balance, the security bond pre-authorisation, and any charges that arise under these terms.
2.7 Prices and trust money. All prices are in Australian dollars and include GST where it applies. Once your deposit is paid, the price for your booking is fixed, except for changes you ask for. Money paid for your booking is held in our trust account as required by law.
2.8 Specials and discounts. A special or discount applies only if it was available and applied when you booked. It is not applied retrospectively.
3. Registration, security bond and check-in
Access codes are released only once your registration is complete, your booking is paid in full and your bond has been pre-authorised.
3.1 Guest registration. The responsible renter must complete online registration within 48 hours of booking, including photo ID and the card to be used for the bond. We may also ask for the name and contact number of every adult guest. ID documents are stored securely and deleted 14 days after departure unless needed for a claim or legal process.
3.2 Security bond. A security bond is pre-authorised on your card before arrival. The amount depends on the property and is advised at the time of booking. A pre-authorisation holds funds but does not deduct them.
3.3 Bond release. We release the pre-authorisation once the property has been cleaned and inspected and no claim arises, normally within 7 days of departure. When the funds show as available again depends on your bank, which we do not control.
3.4 If the bond cannot be authorised. If the bond cannot be pre-authorised before arrival and no alternative is arranged, access to the property will not be given. This is treated as a cancellation by you under clause 4.
3.5 The bond is not a limit. Your liability for damage and charges under these terms is not limited to the bond amount. Any amount above the bond is handled through the claims process in clause 8.
3.6 Check-in and check-out. Check-in is from 3pm on the arrival date. Check-out is by 10am on the departure date.
3.7 Early arrival and late departure. Early check-in or late check-out may be available on request, but must be approved in writing beforehand. Unapproved early arrival or late departure is charged at $50 per hour or part hour, because it delays cleaning and can affect the next guests.
4. Changes and cancellations
Our cancellation timeframes match Airbnb’s Firm policy, with a $110 administration fee on cancellations outside the cooling-off period.
Changes to your booking
4.1 A booking is for a specific property and dates. Guests cannot change the dates or property themselves.
4.2 At our discretion, and only where the original dates can be rebooked, we may agree to move your booking to new dates at the same property, or transfer it to another named guest who completes registration. Any difference in price is payable by you.
4.3 Bookings cannot be transferred between properties. A request to move properties is treated as a cancellation of the original booking and a new booking.
4.4 Reducing the number of nights is treated as a cancellation of those nights. No change may take a booking below the property’s minimum stay.
4.5 Any change to guest numbers must be requested in writing before arrival, and approval depends on the owner and the property’s maximum capacity.
Cancellation by you
Cancellations must be made in writing to bookings@latitudesouthcoast.com.au. The refund depends on when we receive your notice, in NSW local time:
| When you cancel | Refund |
|---|---|
| Within 48 hours of making your booking, if your arrival date is still 14 or more days away when you cancel | Full refund of all money paid |
| 30 days or more before arrival | Full refund, less non-refundable fees and the $110 administration fee |
| 7 to 29 days before arrival | 50% of the accommodation fee, less the $110 administration fee |
| Less than 7 days before arrival, or no-show | No refund of the accommodation fee |
How the 48-hour cooling-off period works: it applies only if both conditions are met. For example, if you book on 1 March for arrival on 20 March and cancel by 3 March, you receive a full refund. If you book on 10 March for arrival on 20 March, your arrival is less than 14 days away, so the cooling-off period does not apply and the standard tiers do.
Cancellation administration fee: a $110 fee covers the cost of cancelling, re-advertising and rebooking your dates. It is deducted from any refund, except within the 48-hour cooling-off period or where we or the owner cancel under clause 4.10.
4.6 Non-refundable fees. The booking service, cleaning, linen, damage waiver and firewood components of your price are non-refundable, except within the 48-hour cooling-off period or where we or the owner cancel under clause 4.10.
4.7 Leaving early. No refund is given for nights not used if you leave early or are required to leave under clause 5.
4.8 Refund timing. Refunds are paid to the original payment method within 14 days of your cancellation being confirmed in writing.
4.9 Travel insurance. We strongly recommend travel insurance, taken out when you book, to cover illness, changes of plans and other events this policy does not cover.
Cancellation or changes by us or the owner
4.10 If a property becomes unavailable before your stay, for example because it is sold, withdrawn, damaged or needs urgent repairs, we will tell you as soon as possible. We will offer comparable alternative accommodation where available. If you do not accept it, or none is available, we will refund all money paid.
4.11 Before arrival, we may cancel a booking with a full refund if we reasonably believe it was made for a prohibited purpose (clause 5), misstates guest numbers, or that the guest is recorded on an exclusion register (clause 10).
Events beyond everyone’s control (force majeure)
4.12 A force majeure event is an event beyond the reasonable control of you, us and the owner that makes the property inaccessible or unsafe to occupy, or legally prevents you from travelling to it or staying there. Examples include bushfire, flood, storm damage, loss of essential utilities to the area, and government-ordered travel restrictions or lockdowns.
4.13 It does not include personal circumstances such as illness, work, changes of plans or transport delays, or weather that is simply unpleasant. Those are covered by the standard cancellation policy and your travel insurance.
4.14 If a force majeure event prevents your stay, you may choose to:
- move the booking to new dates, subject to availability, paying any price difference
- take a credit for the amount paid, valid for 24 months at any LSC property
- receive a refund of all money paid, less the booking service component of your price.
4.15 If a force majeure event affects only part of your stay, we will refund the nights you could not use.
5. Guest numbers, parties and conduct
Our properties sit among permanent residents, so parties are prohibited and serious or repeated breaches can end your stay without a refund.
5.1 Guest numbers. Only the guests named and paid for in your booking may stay overnight, and never more than the property’s stated maximum. Each additional overnight guest is charged at $100 per person per night. Significantly exceeding the booked numbers is a serious breach under clause 5.8.
5.2 Visitors. Daytime visitors need our approval beforehand. The total number of people at the property must never exceed its maximum capacity, and visitors must leave by 10pm.
5.3 No parties or events. Properties must not be used for parties, functions, weddings, buck’s or hen’s parties, 18th or 21st birthdays, schoolies, or any commercial purpose, including filming, photo shoots and sub-letting, unless the owner has approved it in writing beforehand. If we find a booking was made for one of these purposes, it may be cancelled or ended under clause 4.11 or 5.8.
5.4 Code of Conduct. All guests and visitors must comply with the NSW Short-term Rental Accommodation Code of Conduct. Under the Code, serious or repeated breaches can lead to a guest being recorded on the NSW Fair Trading exclusion register (clause 10).
5.5 Noise and neighbours. Keep noise to a level that does not disturb neighbours at any time. Between 10pm and 7am, outdoor areas must be kept quiet and music turned off outside.
5.6 Noise complaints. If we receive a credible complaint, we will contact you. If we cannot reach you, or the disturbance continues, we will send a security patrol at your cost (clause 8). A second complaint in the same stay may lead to termination.
5.7 Illegal activity. Criminal activity is prohibited. We will report suspected criminal activity to NSW Police and cooperate with any investigation.
5.8 Ending a stay for serious breach. We may end your stay and require everyone to leave if there is a serious breach of these terms, or a breach that continues after a warning. Serious breaches include a party or event, significantly exceeding guest numbers, violent or threatening behaviour, illegal activity, and deliberate damage. If your stay is ended, no refund is given for unused nights, and reasonable costs we incur are charged under clause 8.
5.9 Parking. Park only in designated areas. Vehicles must not block driveways, neighbours’ access or passing traffic.
6. Using the property
Treat the property as a privately owned home: these rules protect it and the neighbours.
6.1 Pets. One well-behaved dog is welcome at properties advertised as pet-friendly, if declared when you book. Cats, birds, reptiles and other animals are not permitted at any property. At pet-friendly properties:
- dogs must be treated for fleas and ticks before arrival, as our properties are in tick-prone areas
- dogs are not allowed on beds, lounges or other furniture, indoors or out, and should be kept to hard floors where possible
- you must bring your dog’s bedding, and pick up and bin all droppings before you leave
- fencing is not guaranteed secure, and you are responsible for your dog’s whereabouts at all times.
6.2 Undeclared pets. An animal at a non-pet-friendly property, or an undeclared animal at any property, will be charged for the cost of cleaning, deep cleaning, flea treatment and any damage (clause 8).
6.3 No smoking or vaping. Smoking and vaping are not permitted anywhere inside a property. Evidence of smoking inside will be charged for deodorising and cleaning.
6.4 No additional structures or bedding. Tents, caravans, camper trailers, inflatable pools and extra mattresses are not permitted on the property.
6.5 Fire safety. Fires may be lit only in the property’s fixed fireplace or firepit, using only the firewood provided. Outdoor fires must not be lit on total fire ban days or while fire restrictions prohibit them. Fireworks, firearms, air rifles and motorbikes, dirt bikes or quad bikes are prohibited on the property.
6.6 Pools and spas. Pool gates must be kept closed at all times, children must be actively supervised, and no glass is allowed in or around the pool. The cost of cleaning or draining a pool contaminated by glass, oil or similar is charged under clause 8.
6.7 Furniture and equipment. Do not move furniture between rooms or outdoors, or disconnect televisions and other electronics. The cost of putting them back is charged under clause 8.
6.8 Electric vehicles. Charging a vehicle at the property is not an included entitlement unless the listing says so. Unauthorised charging is charged at $25 for a small vehicle or $45 for a large vehicle, per vehicle per charge.
6.9 Streaming and pay-per-view. Purchases on streaming or pay-per-view services must be paid for by you in advance. We are not responsible for programs affected by internet quality.
6.10 Contents and consumables. Linen, towels, furnishings and consumable products belong to the property and must not be taken. Missing items are charged at replacement cost.
7. Security, departure and lost property
Leave the property tidy and secure, with the keys in the key safe, by 10am on your departure date.
7.1 Security during your stay. Lock all doors and windows whenever the property is left unattended.
7.2 Before you leave:
- wash, dry and put away all dishes, or run and empty the dishwasher
- remove all food from the fridge and pantry
- bag all rubbish and put it in the correct bins, and put the bins out if your stay includes bin night
- clean the BBQ if you used it
- turn off lights, heating, air conditioning and appliances
- lock all doors and windows, and return all keys and remotes to the key safe.
7.3 Extra cleaning. Our cleaning fee covers a standard clean. If the property needs more than that, such as excess rubbish, an unwashed BBQ, or stained linen from fake tan or make-up, the extra cost is charged under clause 8.
7.4 Keys and lockouts. You are responsible for all keys and remotes during your stay. Lockouts, re-entry, and lost or unreturned keys are charged under clause 8, plus the cost of replacement keys, remotes or a locksmith. If a door or window cannot be secured when you leave, call us immediately.
7.5 Your belongings. You are responsible for your own belongings. We and the owner are not responsible for any loss of guests’ personal property.
7.6 Lost property. Items found after departure are held for 14 days. We will post them back once you claim them, at your cost for postage plus a $25 handling fee. Unclaimed items are donated or disposed of after 14 days.
8. Damage, charges and claims
The $40 damage waiver covers accidental damage up to $100 per stay. Anything beyond that, and any charge listed below, is recovered from you after an itemised notice.
8.1 Report damage straight away. Tell us about any damage, breakage or loss during your stay, so it can be dealt with before the next guests arrive.
8.2 Damage waiver. The $40 damage waiver fee covers accidental damage up to $100 per stay, such as small breakages of glasses or crockery, and minor excess cleaning. It does not cover deliberate, malicious or negligent damage, or any charge listed in the table below.
8.3 Your responsibility. You are responsible for loss or damage to the property caused by you, your guests, visitors or pets, beyond normal wear and tear and beyond what the damage waiver covers. This includes the owner’s lost rent if damage means the property cannot be let.
8.4 Standard charges. These amounts reflect our reasonable estimate of the cost and staff time each situation involves:
| Situation | Charge |
|---|---|
| Unapproved early arrival or late departure | $50 per hour or part hour |
| Additional overnight guests beyond the booking | $100 per person per night |
| Staff call-out: lockout, re-entry, key retrieval, or an issue found to be caused by the guest | $120 per call-out |
| Security patrol for a credible noise complaint | $450 per attendance |
| Second security attendance in the same stay | $600, and the stay may be ended |
| Party, function or event held without approval | $1,200, plus cleaning, security and repair costs |
| Prohibited activity (fireworks, firearms, air rifles, motorbikes or quad bikes, fires outside fixtures) | $1,000, plus repair costs |
| BBQ left uncleaned | $50 |
| Lost property returned | $25 handling fee, plus postage |
| Unauthorised EV charging | $25 small vehicle, $45 large vehicle, per charge |
| Administration of a claim | $89 per claim |
8.5 Charges at cost. The following are charged at the invoiced or reasonable cost of labour and materials: repairs and replacement of damaged or missing items, extra cleaning, excess rubbish removal, stained linen, pet or smoking cleaning, furniture repositioning, pool cleaning, replacement keys or remotes, locksmiths, and tradesperson attendance.
8.6 How claims work. Before charging your card, we will send you an itemised notice with photos, quotes or invoices where available. You will have 7 days to respond. We will consider your response in good faith, then charge the agreed or assessed amount to your bond pre-authorisation or card on file.
8.7 Recovering larger amounts. If a claim cannot be recovered from your card, we may recover it through the NSW Civil and Administrative Tribunal (NCAT) or another court.
8.8 Platform bookings. For bookings made through Airbnb or another platform, claims may be lodged through that platform’s resolution process instead of being charged directly.
9. Property condition and problems during your stay
If something isn’t right, tell us during your stay: we can only fix what we know about, and complaints raised only after departure may not be compensated.
9.1 Property descriptions. Photos and descriptions are provided in good faith and are kept up to date as far as possible. Owners may update furnishings and inclusions. If a feature is essential to you, please ask us before booking.
9.2 Equipment and utilities. We and the owner take care to keep each property in good working order. However, we cannot guarantee items that are prone to fail, such as appliances, Wi-Fi, TV reception, BBQ igniters, pool and spa equipment, or utilities supplied by others. We will arrange repairs as soon as reasonably practicable. Compensation is not provided for failures outside our reasonable control.
9.3 Reporting problems
If anything at the property isn’t working or isn’t as described, you must let us know during your stay so we have the opportunity to fix it. Please call us as soon as you notice a problem on 02 4406 5010 during business hours, or on our 24-hour after-hours line, 02 4406 5011.
When an issue is reported, we will make every reasonable effort to attend to it, or offer a suitable solution, as quickly as possible.
We do not offer refunds, discounts or compensation for issues that were not reported to us during your stay, or where we were not given a reasonable opportunity to attend to them. Issues raised for the first time just prior to or after check-out will be passed on to our maintenance team for repair but are not eligible for any refund or compensation.
9.4 Access for repairs. We, the owner or our contractors may need to enter the property during your stay to carry out repairs or maintenance. We will give you reasonable notice and arrange a suitable time, except in an emergency or to prevent damage, when we may enter without notice.
9.5 Wildlife. Our properties are cleaned and inspected before every arrival, but wildlife is part of coastal and rural life. We and the owner are not responsible for the presence of native animals, insects, snakes or rodents.
9.6 Neighbouring works. Building and renovation work on nearby properties is outside our control. We and the owner are not responsible for noise or disruption caused by it. Where possible we will make a note on a listing if there is building works.
10. Liability, privacy and legal
These terms limit our liability as far as the law allows, but never remove your rights under the Australian Consumer Law.
10.1 Your consumer rights. Nothing in these terms excludes, restricts or changes any right or remedy you have under the Australian Consumer Law or any other law that cannot lawfully be excluded.
10.2 Limit of our liability. To the extent the law allows, our and the owner’s liability for a failure to provide the accommodation or services is limited to supplying them again or refunding the amount you paid for them. We and the owner are not liable for indirect or consequential loss, including travel costs, loss of enjoyment, or losses caused by events outside our reasonable control.
10.3 Your own safety. You are responsible for supervising children at all times. Pools, spas, play equipment (including trampolines, swings, treehouses and elevated platforms), stairs, bodies of water and similar features are used at your own risk, except to the extent of any failure by us or the owner to take reasonable care.
10.4 Your responsibility to us. You are responsible for, and agree to cover, any loss or cost that we or the owner incur because you, your guests or visitors breach these terms or act negligently or unlawfully.
10.5 Your personal information. We collect your name, contact details, ID and payment details to manage your booking, secure the property and meet our legal obligations. We store them securely and share them only with the owner, our payment and booking systems, and, where there is a breach or a legal requirement, NSW Fair Trading, police or an exclusion register. Our privacy policy explains how to access or correct your information.
10.6 Exclusion registers and reviews. If you or anyone in your group breaches these terms or the NSW Code of Conduct, details of the breach and of the people involved may be recorded on the NSW Fair Trading short-term rental exclusion register, and on industry exclusion registers where the law allows. Details recorded may include names, phone numbers, addresses and email addresses. We may also leave honest reviews on booking platforms. We may decline or cancel a booking where a guest is listed on an exclusion register or has received poor reviews from other hosts.
10.7 General. These terms are governed by the laws of New South Wales. If any part is found unenforceable, the rest continues to apply. The terms published when you booked apply to your booking.
Contact us
Latitude South Coast, 2/30 Duranbah Drive, Huskisson NSW 2540. ABN 40 657 477 426.
Bookings: bookings@latitudesouthcoast.com.au
Phone: 02 4406 5010 (24 hours for guests in residence 02 4406 5011)
Office hours: Monday to Friday, 9am to 5pm