Important Information for Your Stay

Terms & Conditions

These Terms and Conditions outline the policies, responsibilities and guidelines that apply when booking and staying at The Vintage Holiday Houses.

TERMS & CONDITIONS

Thank you for choosing to stay in one of The Vintage Holiday Houses. The following terms and conditions are in place to be as informative as possible for our guests. They also are in place to clearly establish the expectations and obligations of guests and owners in most foreseeable situations that we are reasonably able to foresee.

All of the homes featured at The Vintage Holiday Houses are individually owned and are not owned by Vintage Assist Pty Ltd. As such, each property is unique in terms of its age, furnishings, decor, condition and amenities. Vintage Assist Pty Ltd is a licensed office acting in the capacity as a managing agent for each property and in the event of any disagreement or dispute Vintage Assist Pty Ltd is required to seek instructions from the actual owners of the property.

It is the responsibility of all guests to abide by the booking terms and conditions. As the party making the booking you are also responsible to ensure that all persons staying at the premises during the term of your booking have read and understood the booking terms and conditions. By booking with us you agree to the terms & conditions contained in this document. Vintage Assist Pty Ltd and the property owners are in no way responsible if a guest fails to read the booking terms and conditions or fails to advise their fellow occupants.

The terms and conditions of the booking as agreed to by both parties are as follows. Non-compliance with terms and conditions will permit Vintage Assist Pty Ltd or the owner to refuse the key, amend the charge or immediately terminate the occupancy.

BOND

Credit Card Requirement: All guests are required to provide a valid credit card on or before check-in. This card will be held on file for the duration of your stay and may be used to cover any damages, missing items, or additional charges incurred.

Pre-Authorisation: For certain properties and under specific circumstances, a pre-authorisation hold may be placed on the credit card provided at the time of booking or check-in. This is not a charge but a temporary hold of funds to cover potential incidentals or damages during your stay. The pre-authorisation will be released in accordance with your bank’s processing timeframes, which can take up to ten (10) business days.

Deposit: Where a pre-authorisation is not available, a security deposit will be required prior to arrival. The deposit will be refunded after the property has been inspected following your departure, provided no damage or additional charges apply. Please allow up to ten (10) business days for the release of these funds, depending on your financial institution.

Payment Terms: A reservation fee of 50% of the full tariff is required to confirm the booking within 48 hours. Unfortunately, we are unable to ‘hold’ bookings beyond this time without payment of deposit and will be forced to cancel. The balance of tariff is due 14 days prior to the booking. For payments made via an electronic funds transfer, the booking will only be confirmed once the funds clear in our account.

Accepted payment methods:

By Bank Card – VISA or Mastercard (Amex and Diners not accepted).
By Direct Deposit to the ‘Vintage Assist Property Management Trust Account’. Account Name: VINTAGE ASSIST P/L HOL ANZ. Bank – BSB: 012-780. Account No: 836949988

NOTE: Please use your surname as the reference for your deposit. It is essential you also email our office notification of payment to reservations@thevintageholidayhouses.com.au so we can clearly identify and receipt your payment.

Arrival and Key Collection: The Vintage Holiday Houses office is conveniently located alongside Peppers Hunter Valley on Vintage Drive, next to Mezze Restaurant. Check-in and key collection are available from 2:00pm, with our office open daily until 6:00pm, and until 7:00pm on Fridays. If you are arriving or departing on a Public Holiday, please contact our team in advance to confirm our office hours for that day.

Late Arrivals: If you are expecting to arrive outside the hours noted above, be sure to contact our office on 02 4998 2260 to make arrangements for the collection of keys.

Departures: Check-out is by 10:00am on your departure date. Please ensure the property is fully vacated and all keys are returned to The Vintage Holiday Houses office by this time. A late departure fee of $200 may apply if the property is not vacated by 10:00am. If you require a late check-out, please speak with our team during your stay. Requests are subject to availability and can only be confirmed on your arrival.

Before departing, we kindly ask that you:

Switch off all lights, air conditioning and heating
Remove all food from the refrigerator
Place all rubbish in the external bins provided
Load any used dishes into the dishwasher and start the cycle
Clean the BBQ if it has been used
Leave used towels on the bathroom floor
Close and lock all windows and doors

NINTEEN Hunter Valley: Open from 11am daily and serving up fresh, seasonal dishes and pub favourites for lunch and dinner, 7 days a week. NINETEEN is a pet friendly venue offering a beer garden, kids playground, sports bar and alfresco dining. Bookings only required for groups of 10+ guests, call 02 4998 2244.

Mezze at Peppers Hunter Valley: An elevated yet casual dining venue serving up breakfast classics alongside a Mediterranean dinner menu, all in a relaxed setting within The Vintage Estate. For bookings, call 02 4998 2244.

Golf at The Vintage: Experience one of the Hunter Valley’s premier golfing destinations on the Greg Norman designed 18-hole championship golf course at The Vintage Estate. Guests staying with The Vintage Holiday Houses can enjoy exclusive discounted golf vouchers. Simply contact our team prior to your arrival to take advantage of this offer.

Group Gatherings: As The Vintage is a residential estate, it is important that owners of adjoining properties have quiet enjoyment of their respective properties. The rented holiday premises are not to be used for group gatherings, a meeting place, conference or any other functions or events. The residences are offered for accommodation purposes only and the number of guests must not exceed those outlined on the reservation confirmation. For further information regarding this, please see the ‘Group Gatherings/Number of Guests in Property’ clause below.

GENERAL INFORMATION

A digital compendium is available for guests to access, complete with full house and appliance instructions, including an after-hours emergency contact number.

After Hours Callouts: Please refer to the guest compendium for information and emergency call-outs after hours. We will endeavour to assist you over the telephone, however a $150 callout fee will apply should a member of staff be called to the property after hours to attend to anything caused as a result of operator error or failure to follow the instructions provided.

Alarms and Security: The property you are renting may be fitted with an alarm system. The alarm can be turned off in some cases by a remote control or by a 4 or 5-digit code that will appear on the bottom of your key tag. You, as the tenant are responsible for the security of the property, its contents and your own belongings while renting the premises.

Animals/Pets in Premises: Birds, animals and/or pets are not allowed on or in the vicinity of the holiday premises unless it is advertised as a pet friendly home and approval is given. If it is found that birds/animals and/or pets have entered the premises without consent, the tenancy will be terminated and you will be liable for the $300 cost of cleaning and fumigating the premises. Please note that, although The Vintage Estate is pet-friendly, cats are not allowed due to the bylaws of the estate.

If a property is listed as a pet friendly please note:

There is a pet fee of $50 per night, with a maximum of 2 small/medium dogs
Please bring your own pet food/water bowls
Please bring your own pet bedding
Pets not allowed any of the furniture including beds
Any damage or additional cleaning required due to pets inside will incur the $300 cleaning cost mentioned above.

Your dog/s must be accompanied by at least 1 member of the booking party at all times. Dogs left unattended can become stressed when left in a strange place which is not familiar to them and will quite often bark, which in turn will disturb the neighbouring residents. Failure to comply may result in you being asked to remove yourselves and your dog/s from the premises immediately, without refund. Failure to do this may result in us having to have the animal collected by the local rangers.

Bed Configuration Reminder: Please note that guests have up to 10 days prior to arrival to inform us of their preferred bed configuration. If we do not receive your preferences within this timeframe, the beds will be set to the default configuration noted in the listing.

CANCELLATIONS

Standard Cancellation Policy: Refunds can take 7-10 business days to process into your account.

A full refund of the deposit (less a $100.00 cancellation admin fee) is possible if:

The cancellation is received in writing more than 30 days prior to the arrival date OR
The property is re-booked for the full period at the full tariff

If the booking is cancelled (including last minute bookings) within 4 weeks of arrival date and we are unable to re-book the property:

If the cancellation is within 4 weeks of the arrival date 50% of the total tariff will be forfeited
If the booking is cancelled within 14 days of arrival date, 100% of the total tariff will be forfeited

Cancellation of Booking by Owner: The Vintage Holiday Houses or owner of the property may cancel the booking up to 8 weeks prior to the letting. Should this occur, you (as the tenant) will receive a full refund of any monies paid. All attempts will be made to offer a suitable alternative property, but this cannot be guaranteed.

Event / Concert Cancellations: Vintage Assist cannot be responsible for the cancellation of concerts or events and any cancellation of accommodation will incur loss of deposit as per ‘Cancellation Terms’.

Car Parking: There is a maximum of parking spaces are available at any property. All vehicles should be parked in the garage (if available for guest use) or on the driveway. If there are excess cars to parking spaces available, they should be parked in the parking area in front of the clubhouse for the duration of your stay. Cars cannot be parked or driven on the verges, parkland or vacant lots to avoid damage to irrigation and landscaping. Cars are not to be parked on the side of the roads to ensure a smooth and safe experience for all.

Conduct of Guests: The Vintage is a residential estate. Any persons using the premises or resort facilities are to conduct themselves in a manner which will not create nuisance or annoyance to neighbouring occupiers. All statutory laws, regulations and by-laws are to be observed (copy contained in premises).

Reporting of Issues During Stay: Guests are required to report any issues, damages, or concerns to our office as soon as they are noticed and during their stay. We are available 7 days a week and will make every reasonable effort to rectify any problem promptly. Any issues reported after check-out will be deemed to have been accepted by the guest as not having materially impacted their stay. In such cases, no compensation, refund, or discount will be considered. This allows us the opportunity to address concerns in real-time and ensure a positive guest experience.

Construction: As The Vintage is also a residential development, from time to time there may be construction of new homes within the vicinity of your rental property. As we are not notified when building works will commence or, if commenced, when tradespeople will actually be on-site, we cannot be held responsible for any disturbance, noise or inconvenience that may be encountered.

DAMAGES, BREAKAGES & ADDITIONAL CHARGES

Guests are responsible for the care of the property throughout their stay. Any damage, breakages, loss of property, or malfunction of equipment or appliances must be reported to The Vintage Holiday Houses (Vintage Assist Pty Ltd) immediately.

By staying at The Vintage Holiday Houses, you accept full responsibility for any damage, breakages, loss, or additional costs incurred during your stay. You authorise The Vintage Holiday Houses to charge the credit or debit card provided at the time of check-in for any applicable costs associated with damage, repairs, replacement, cleaning, or breaches of these Terms and Conditions.

The following charges may apply, including but not limited to:

1. Damage & Breakages

Any damage to the property, furnishings, fixtures, appliances, outdoor areas, communal areas, or surrounding grounds caused by you or your guests/visitors will be repaired or replaced at your expense.
Excessive damage to lawns, gardens, irrigation systems, driveways, or common property (including vehicle damage) will be charged in full.
A handling and administration fee of $66.00 per hour will apply in addition to the cost of repairs or replacements to cover the organisation, coordination, and follow-up of repair works.

2. Furniture & Property Contents

Furniture, fixtures, and fittings must not be moved between rooms or removed from the property.
If furniture is not returned to its original location, additional labour charges may apply.
Missing or removed items will be replaced at the guest’s expense.

3. Additional Cleaning

Excess cleaning required after departure, including the removal of excessive rubbish, stains, spills, or cleaning beyond normal housekeeping standards, will be charged to the guest.

4. Pool & Spa

Guests must not add chemicals, soaps, bubble bath, oils, dyes, or any other foreign substances to the pool or spa.
Pollution or contamination of a pool or spa requiring additional servicing will incur a minimum cleaning charge of $100.00, with further costs charged if draining, refilling, or specialist treatment is required.

5. Lost Keys & Access Devices

Lost or misplaced keys, remote controls, gate swipe cards, and recreation cards will incur replacement charges. Where available, a duplicate key may be provided after-hours; however, a $55.00 call-out fee will apply for each attendance.
Guests are responsible for the full cost of replacement keys, access devices, and any locksmith services required to change locks.
Keys and access devices must not be copied under any circumstances.

6. Other Charges

Any additional costs arising from breaches of these Booking Terms and Conditions, the NSW STRA Code of Conduct, or The Vintage Code of Conduct may be recovered from the guest.

By confirming your booking and staying with The Vintage Holiday Houses, you acknowledge that you have read, understood, and agree to these Terms and Conditions, including the NSW STRA Code of Conduct and The Vintage Code of Conduct.

Fire Bans Use of Fire Pits: Guests are responsible for ensuring they are aware of any Total Fire Bans or fire restrictions in place during their stay, as issued by the NSW Rural Fire Service (RFS). Under no circumstances are fire pits, outdoor fires, or any form of open flame to be used on a day of Total Fire Ban. It is the guest’s duty to remain vigilant and to check current fire danger ratings and restrictions on the NSW RFS website or app. Please be aware of the serious legal consequences for breaching these laws:

Lighting a fire on a Total Fire Ban day attracts an on-the-spot fine of $2,200.
If the matter proceeds to court, penalties can increase to $5,500 and/or 12 months imprisonment.
If a fire escapes and causes damage to life, property, or the environment, maximum penalties of $132,000 and/or 14 years imprisonment apply.
Civil lawsuits may also be brought by affected parties seeking compensation for losses sustained.

By proceeding with your booking, you acknowledge and accept responsibility for complying with all fire bans and restrictions during your stay.

Description and Presentation of Property/Furniture and Contents: Bookings should be made after studying the photographs and descriptions on our website and/or other accommodation websites. Our staff will describe the premises in good faith and to the best of their ability. The final choice of property rests with you as the person making the booking, and no responsibility will be accepted, or refund given for alleged mis-description or unsuitability of the premises. No discounts or refunds will be given for alleged uncleanliness of the property if this is not reported on arrival. On arrival guest should inform the office of any damages to avoid being held liable.

Exclusive Wine Club Membership Discount: The Hunter Valley Escape Sale exclusive 10% off code is available through participating wineries. Please enter the code given to you via your wine club membership at checkout to receive 10% off your booking. Discount is subject to availability, can not be used in conjunction with any other offers, and is available on participating properties only. Valid on new bookings only. Availability is limited per travel date and the offer may be withdrawn at any time. Discount exclusions apply on travel dates during peak periods and between

Specials: Sale terms, conditions & exclusions: Specials will require a code that is shared through media or website and can not be used in conjunction with any other offer. Valid on new bookings only and cannot be applied to bookings in retrospect. Codes must be applied at checkout to receive am offer. Availability is limited per travel date and offers may be withdrawn at any time. Discounts are only valid for certain salt and travel periods, with availability on selected properties only. Exclusions dates may apply. Reservations made using a discount code or promotion are non-refundable and can not be amended, including travel dates and property.

Rural/Country Environment: We ask that you take into account that one of the most appealing and sought after aspects of the location of The Vintage (apart from being in the heart of Hunter Valley Wine Country) is that we are in a rural/country environment. Hand in hand with that beauty and ambiance is a higher incidence of fauna and insects such as ants, spiders and flying and stinging insects etc. Whilst regular preventative action is always taken by the Property owners and Vintage Assist Pty Ltd, there will always be situations where a unique combination of environmental and climatic conditions will affect these measures and pests can never be eradicated completely. No liability will be accepted for loss, accident or injury to guests. It is the guest’s responsibility to be alert and aware particularly in outside or yard space environments. Often another part of that rural/country experience is intense weather events such as thunder and lightning storms with which sometimes can cause “blackouts” or power failures and appliance failures, these types of events are beyond our prediction or control and do not constitute basis for a refund or compensation.

Failure of Equipment / Essential Services: Many appliances and mechanical devices today are controlled by electronic components. Due to the nature of these products it is impossible to pre-empt when an appliance or item of equipment may breakdown or fail. In the event of the failure of an essential service e.g. electricity, gas, sanitation or anything which deems the property to be considered unusable, unsafe or insecure, The Vintage Holiday Houses (Vintage Assist Pty Ltd) will endeavour to have repairs carried out within a reasonable timeframe or offer alternative accommodation. If an alternative is unavailable, provided the situation has not been caused directly or indirectly by you (the tenant), the tariff will be refunded in full and an alternative stay of the same duration offered at a discounted rate as directed by the owner of the property. A discount as a result of the failure of advertised nonessential equipment e.g. pool, home theatre etc. will be limited to a maximum dollar value of $20 per person.

Furniture and Effects: All furniture and effects, linen and towels are the property of either the owner or companies contracted to The Vintage Holiday Houses and are not to be removed from the premises or moved around in the property. Moving furniture may cause damage such as scratching of floors, marking walls etc. A $55.00 charge will apply if cleaners are required to return furnishings and effects to their original location.

Garbage Disposal: All garbage is to be contained in the receptacles provided. An $11.00 fee plus labour of $66 per hour is payable for each box or bag of garbage which needs to be transported to the industrial garbage bin on site.

Group Gatherings/Number of Guests in Property: Tariffs differ depending upon the occupancy of the property. The number of guests must not exceed the number stated when making the booking.

The agreed tariff rate is for the purpose of accommodation only and use of the facilities within the property by the number of people stated at the time of the booking. As The Vintage has a residential component, it is important that owners of adjoining properties have quiet enjoyment of their respective properties. The rented holiday premises are not to be used for group gatherings, a meeting place, conference or any other functions or events exceeding the number of persons paying to be accommodated at the property. Should you (the guests) breach this condition, The Vintage Holiday Houses (Vintage Assist Pty Ltd) will have sole discretion to take any or all of the following actions:

Terminate the tenancy immediately without notice.
Have the persons removed from the premises.
Withhold part or the entire bond paid, to apply to the additional use of the premises by un-authorised persons in order to compensate for additional wear and tear to the property.

Keys/Keys Lost or Mislaid: A maximum of 2 sets of keys and 2 swipe cards are available for each property. We can provide duplicate keys after hours (if available), however, a $100.00 service fee will be charged for each callout. If no spare keys are available, you may be charged for the costs of gaining entry to the premises. If keys are lost, you (the tenant) will be charged for the cost of replacement keys and will be liable for the services of a locksmith to change locks. Keys are not to be copied by guests under any circumstances.

Kitchen Equipment: All properties are equipped for basic self-catering purposes. Should you be planning to cook during your stay or, for instance, you prefer plunger coffee, please be sure to bring your own baking/roasting pans or coffee plunger with you as the property may not contain these.

Lost Property: No responsibility will be accepted by The Vintage Holiday Houses (Vintage Assist Pty Ltd) for any item/lost property left at the premises. Any request to search for, or return an item/lost property that is believed to have been left at the property must be made to our office in writing (email is acceptable) within 7 days of the booking departure date. If an item is recovered, the guest is responsible for providing a pre-paid Australia Post satchel for postage. The Vintage Holiday Houses is not responsible and accepts no liability for items that cannot be located or are damaged during transit. Any items/lost property left at the premises that are not claimed within 30 days of a booking departure will be deemed to be unwanted and will be disposed of at The Vintage Holiday Houses (Vintage Assist Pty Ltd’s) sole discretion.

Mail: Mail box keys are not supplied. Responsibility will not be accepted for mail/delivered goods.

Minimum Stays: All properties are subject to a minimum night stay period. These periods are extended over long weekends and selected holiday periods and subject to change at managements discretion. One night stays are charged at the minimum stay period at the time of the booking.

Modifications to Bookings: These must be requested in writing and are subject to availability. A modification is not guaranteed unless you have received confirmation of the change in writing from The Vintage Holiday Houses (Vintage Assist Pty Ltd). Modifications are in relation to bedding configurations etc. and do NOT apply to date changes. A change of date will be handle as per the cancellation policy noted above.

Noise, Parties and Disturbances: Disturbance to neighbouring properties, including excessive noise, is prohibited and may result in termination of your tenancy. If your behaviour or that of your guests causes damage, danger or annoyance we reserve the right to ask you to vacate the property immediately and be treated as a cancellation of booking, with no refund. A $400 deduction will be charged if we are required to send our onsite security. A $100.00 deduction will be charged if a member of Management is required to attend the property to advise you of complaints.

No music should be played outside of the house, and any noise must be kept to a minimum after 10.30pm. Offensive noise or language is prohibited and may result in termination of permission to occupy the property, eviction, loss of rental paid, and extra charges for security and other expenses which may be deducted from your Security Deposit/Bond/Card on file under these Terms and Conditions. In the event of a disturbance or complaint we will attempt to contact the Primary Guest on the booking to request that the disturbance cease. In the event that we are unable to reach the Primary Guest then a member of Management will visit the property at your cost.

Repairs and Maintenance: The Vintage Holiday Houses is committed to maintaining all properties to a high standard for the comfort and safety of our guests. In the event that essential repairs or maintenance are required during your stay, authorised staff or contractors may need to access the property.

Wherever possible, we will provide advance notice and minimise any disruption to your stay. Access will only be arranged when reasonably necessary and in accordance with applicable legislation.

Smoking: No smoking is permitted at any of the holiday houses. If there is any evidence of smoking at the house (included cigarette butts or the odour of smoke), a $200.00 fee will be charged. There is a designated smoking area outside of the NINETEEN.

INDEMNITY

Guests staying at The Vintage Holiday Houses take full responsibility for any damage and/or breakages incurred during their stay. The Vintage Holiday Houses takes no responsibility for any lost or stolen items from accommodation or vehicles and suggests that Guests securely lock their accommodation and/or motor vehicle when unoccupied. The bank card provided at check in for will be used for any damage to the property. The agent is entitled to recover all costs for the repair and replacements from guests bank cards we hold on file. Items covered include but are not limited to the following:

Damages or breakages of furniture or furnishings must be reported to Management immediately. Breakages or damages to the property and all communal or external areas that are caused by any guest and/or a guest’s visitor will be charged and recouped in full from the guest’s bank card on file, Excess cleaning required on departure or replacement of items removed from the accommodation will be charged to the guest’s bank card. Furniture, fixtures and fittings are not to be altered or moved between rooms or properties. There will be a charge incurred if furniture is not returned to its original location. The Vintage will charge the booking lead a handling fee of $66.00 per hour on top of repair cost for organizing repairs and following up with the guests to resolve the issue. Replacement of lost keys, remote controls, gate swipe cards & recreations cards. Keys Lost or Mislaid: We can provide duplicate keys after hours (if available), however, a $100.00 service fee will be charged for each callout. (the tenant) will be charged for the cost of replacement keys and will be liable for the services of a locksmith to change locks. Keys are not to be copied by guests under any circumstances.
Additional cleaning – including removal of excess rubbish.
Damage to the property, its contents and/or common property- such as tire damage to grass and underground irrigation systems.
Pollution or contamination of any pool and/or spa with foreign objects will incur an additional cleaning fee of $100.00
Any other charges that may be incurred as per the agreed Booking Terms and Conditions.
Any breaches of the agreed Booking Terms and Conditions.

Force Majeure: The Vintage Holiday Houses (Vintage Assist Pty Ltd) shall not be liable for any failure or delay in performing its obligations under these terms and conditions if such failure or delay is due to circumstances beyond its reasonable control, including but not limited to acts of God, war, terrorism, civil unrest, strikes, labour disputes, governmental regulations or restrictions, natural disasters, fire, flood, epidemic or pandemic.

In the event of a force majeure event, The Vintage Holiday Houses reserve the right to cancel, terminate, or suspend any booking without liability or penalty. The Vintage Holiday Houses will make reasonable efforts to notify guests affected by a force majeure event as soon as possible and will work with them to find suitable alternative arrangements or provide refunds where applicable. However, The Vintage Holiday Houses shall not be responsible for any additional costs, expenses, or losses incurred by guests as a result of a force majeure event.