Guest Information

Do you have a question about an upcoming booking? Or would you like more information before you book? If you can't find the answer you are looking for below, please don't hesitate to contact us.

FAQs

For most properties, you will need to Bring Your Own Linen, there will be doonas, pillows and mattress protectors on the beds, but you will need to supply your own sheets, pillow cases, doona covers and towels. If linen is provided, this will be clearly stated in the description for the property you have booked.

Should you wish to hire linen for your stay, please advise our friendly staff during the booking process and we will put you in touch with our linen hire partners. This will be an additional cost to the total booking cost.

All bookings with McCartney Holiday Rentals are ‘request basis. Once you have put through a booking request for your chosen property, our friendly staff will be in touch requesting further information on

who will be staying throughout your stay. If the property is pet-friendly, you will also be asked age/breed of pet.

This depends on the amount the property is configured for. For liability purposes, there cannot be more guests than the maximum number the property states. Please email or call if you are changing your guest numbers at the property.

If you have booked at one of our pet-friendly properties you can. When searching our properties, tick the box pet-friendly option to view all properties that allow pets.

There is basic cooking equipment in each house, in addition, basic supplies such as salt, pepper and oil will be at the property.

Pools are only for use in the warmer months, generally October – April.

Check-in is 3 pm and checkout is 10 am (11am on Sunday’s). Please email or call before your stay if you need an earlier check-in time or later checkout and we will see if this is possible. Sometimes, especially in busy periods, this is not possible.

Keys are to be picked up from our office at 7 Gilbert Street, Torquay.

After-hours key pick up is from our locked box down beside our office. Instructions will be emailed to you with the code and instructions.

Yes! You can contact our number 24 hours 7 days a week. Remember, calls after hours are for urgent or emergency calls only. There is a troubleshooting guide for your property in the booklet provided - please check these first before ringing.

Every house is different, please read the description of your home on the website for detailed information.

All monies paid are non-refundable. However, in exceptional circumstances, if you cancel or fail to use your holiday accommodation booking, a refund may be payable at the owner’s discretion OR if the accommodation is able to be re-booked for the same period after an administration fee deduction of $150.00.

All cancellations are to be received via email.

If you have booked through another platform other that our dedicated website (i.e. HomeAway, Stayz or VRBO) we will honour those cancellation terms provided evidence is provided to McCartney Holiday Rentals via email.

Extenuating Circumstances

If you are cancelling for extenuating circumstances, consideration will be given by McCartney Holiday Rentals on a case-by-case basis.

If local, state, or federal government bodies mandate restrictions that prevent you from staying at your booked accommodation, this will be considered extenuating circumstances and a credit of all monies paid will be offered for a future booking (within 12 months of your disrupted stay) or a full refund.

If you shorten your stay, the unused portion of your rental is not refundable. McCartney Holiday Rentals retains the right to negotiate the tariff or length of stay to obtain a booking on a cancelled booking as we deem necessary.

McCartney Holiday Rentals recommends all guests consider taking out travel insurance should something unexpected arise to prevent you staying that is not deemed to be extenuating.

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