Stay Beachside | Booking Terms & Conditions
1. About these terms
These terms and conditions apply to all bookings made through staybeachside.com.au and to all stays at properties managed by Stay Beachside.
“Stay Beachside”, “we”, “us” and “our” means Stay Beachside Pty Ltd (ABN 67 687 868 391), trading as Stay Beachside, a licensed Queensland real estate agency, acting as agent for the owner of each property.
“You”, “your” and “the guest” means the person who makes the booking and every person who stays at or visits the property during the booking.
“Property” means the specific holiday property you have booked.
By making a booking you confirm that you have read, understood and accepted these terms, and that you accept them on behalf of every person in your party.
2. Making a booking
2.1 You must be at least 18 years of age to make a booking.
2.2 The person making the booking must be one of the guests staying at the property and is responsible for the conduct of the entire party.
2.3 A booking is not confirmed until we have received your deposit and issued a written confirmation. Until then, rates and availability are subject to change.
2.4 We reserve the right to decline any booking at our discretion.
2.5 Bookings made through Airbnb, Booking.com, VRBO or another third-party platform are also subject to that platform’s terms. Where there is an inconsistency, the platform’s terms apply to the extent of the inconsistency, and these terms apply to everything else.
2.6 Identification. We may require the person who made the booking to provide current photo identification, and to complete a guest registration form, before or on arrival. We may withhold access to the property until this is provided. Identification is collected only to verify the booking and is handled in accordance with our Privacy Policy.
2.7 Verification and fraud prevention. We may verify your identity, your contact details and the payment method used, and we may ask for further information before confirming a booking. Where a booking or payment is irregular, incomplete, or where we reasonably suspect it is fraudulent or made using a payment method the person is not authorised to use, we may decline, suspend or cancel the booking. Where we cancel a booking under this clause and the booking is genuine, we will refund all amounts you have paid in full.
2.8 Online check-in. Five days before your arrival date we will send you an email and an SMS containing your online check-in link. Online check-in is where you confirm your arrival details, provide the identification described in clause 2.6, and authorise the security pre-authorisation described in clause 13.1. Please complete it before you travel. We may withhold access details until online check-in has been completed.
3. Payment
3.1 Deposit. A non-refundable deposit of $100 is payable at the time of booking to confirm your reservation.
3.2 Balance. The balance of the total tariff is payable 31 days before your arrival date.
3.3 Bookings made within 31 days of arrival. Where a booking is made 31 days or fewer before arrival, the full tariff is payable at the time of booking.
3.4 Late payment. If the balance is not received by the due date, we may treat the booking as cancelled by you and re-let the property, and clause 6 applies. We will make reasonable attempts to contact you before doing so.
3.5 All amounts are in Australian dollars and include GST where applicable.
3.6 Accepted payment methods are Visa, Mastercard and bank transfer. Card surcharges, if any, are disclosed at checkout before you complete your booking.
3.7 Card details and payment processing. Card payments are processed by our payment provider, Kovena. Full card numbers are held by Kovena under its own security standards and are not stored by us. Where you have authorised us to retain a card for pre-authorisation or for charges under clause 13, it is retained by Kovena on the same basis.
3.8 Chargebacks. If you reverse, dispute or charge back a payment other than on proper grounds, you remain liable for the amount reversed together with any fees charged to us by our payment provider or bank and our reasonable costs of recovery. We will always try to resolve a dispute with you directly before it reaches this point, and clause 16 sets out how to raise one.
3.9 All guest and owner funds are held in a Queensland trust account in accordance with the Property Occupations Act 2014 (Qld).
4. Rates and inclusions
4.1 Rates are per property, per night, based on the number of guests specified in the booking.
4.2 The tariff includes the property, all listed amenities, initial linen and towels, an initial supply of consumables, and a departure clean. It does not include mid-stay servicing unless arranged and paid for separately.
4.3 How rates are set. Our rates vary according to demand, the dates of your stay, season, school holidays, public holidays and major events. The rate shown at the time of booking is the rate that applies to your booking. Rates are subject to change until a booking is confirmed, and confirmed bookings are not affected by later rate changes, up or down.
4.4 Where an additional charge applies, for example a cleaning fee, a linen fee or a booking fee, it is shown before you complete your booking.
5. Minimum stays
5.1 Minimum stay requirements apply and vary by property and season. Longer minimum stays apply over school holidays, public holidays, long weekends and major events.
5.2 The applicable minimum stay is shown at the time of booking.
6. Changes and cancellation by you
6.1 All cancellation requests must be made in writing to hello@staybeachside.com.au.
6.2 The deposit is non-refundable in all circumstances.
6.3 Cancellation before the balance due date. If you cancel before the balance due date in clause 3.2, the deposit is forfeited and no further amount is payable by you.
6.4 Once the balance has been paid, it is non-refundable. If you cancel after the balance due date, no refund is payable, except as set out in clause 6.5.
6.5 Re-letting. If you cancel after paying the balance in full, we will use reasonable efforts to re-let the property for your booked period. We cannot guarantee that we will succeed, and no refund is payable if the property is not re-let. This clause does not apply to bookings cancelled before the balance has been paid in full.
- A cancelled booking is re-let at short notice. We may therefore reduce the nightly rate, and may let fewer nights than you booked, according to market conditions at the time. We decide the rate and the nights offered.
- Where we re-let, we calculate the net proceeds for the re-let nights by deducting from the amount actually received any third-party platform commissions and fees, any discount applied to secure the re-let, and any payment processing costs.
- The net proceeds are then shared 70% to you and 30% to Stay Beachside.
- Your share is paid to the payment method used for the original booking, after your original departure date has passed. The $100 deposit remains non-refundable in all circumstances.
6.6 Date changes. A request to change dates is treated as a cancellation and a new booking. We may, at our discretion, transfer your payment to new dates within 12 months where the property is available. Where we approve a date change, an administration fee of 25% of the total tariff is payable, and any difference in tariff is also payable by you.
6.7 No cooling-off period. Bookings for accommodation to be provided on a specified date or for a specified period are not subject to a statutory cooling-off or change-of-mind period. Your rights under the Australian Consumer Law, set out in clause 17, are not affected.
6.8 Travel insurance. Because our cancellation terms are strict, we strongly recommend that you take out travel insurance covering cancellation, illness, weather events and travel disruption.
7. No-show, late arrival and early departure
7.1 No-show. If you do not arrive on the first day of your booking and have not cancelled in accordance with clause 6, your booking is cancelled in full, no refund is payable, and we may return the property to the market for the remainder of the booked period.
7.2 Late arrival. If you expect to arrive later than the check-in window in clause 9.1, please tell us in advance so we can make arrangements. A booking is held for the full booked period whether or not you arrive on the first night, and no reduction in tariff applies.
7.3 Early departure. If you depart before the end of your booked period, for any reason, no refund or reduction in tariff is payable.
7.4 Nothing in this clause limits your rights under the Australian Consumer Law, or our obligations under clause 8 where we are the party who cancels.
8. Changes and cancellation by us
8.1 In rare circumstances, for example the sale of a property, its withdrawal from holiday letting, damage, a failure of essential services, or an event outside our control, we may need to cancel or relocate a booking.
8.2 Where this happens, we will use reasonable efforts to offer comparable alternative accommodation. If suitable alternative accommodation is not available or is not acceptable to you, we will refund all amounts you have paid in full, including the deposit.
8.3 Other than the refund described in clause 8.2, our liability in these circumstances is limited as set out in clause 17.
9. Arrival and departure
9.1 Check-in is between 2:00pm and 9:00pm. Check-out is by 10:00am.
9.2 Early check-in and late check-out are sometimes available on request, subject to the cleaning schedule and the following booking. They cannot be guaranteed and may attract a fee.
9.3 Access details, parking instructions and your digital property guide are provided before arrival. Please save the guide to your phone before you travel, as mobile reception in some buildings is unreliable.
9.4 Late departure without prior approval may incur an additional charge equal to one night’s tariff where it delays the next arrival or the departure clean.
9.5 Where keys, swipe cards or remotes are provided, they must be returned as instructed on departure. Replacement of lost keys, cards or remotes is charged at cost, plus the cost of any lock or building re-keying required.
10. Guest numbers
10.1 Only the number of guests specified in the booking may stay at or occupy the property. This includes children and infants unless the property listing states otherwise.
10.2 Visitors are permitted only with our prior written approval, must not stay overnight, and must comply with these terms and the property rules.
10.3 If additional guests are found to have stayed at the property without prior approval, you will be charged the applicable nightly rate for those guests for the whole of the stay, plus a $200 recovery fee, and we may terminate the booking immediately under clause 14.
11. Parties, functions and noise
11.1 Parties, functions and events are strictly prohibited at all properties. There are no exceptions.
11.2 You must not create noise that disturbs neighbours or other residents. No loud music after 9:00pm. If you are socialising outdoors, keep voices low and move inside if asked.
11.3 Many of our properties are in residential buildings and complexes. You must comply with all body corporate by-laws and resort rules, which we will provide or which are displayed on site.
11.4 A breach of this clause is a serious breach and entitles us to terminate the booking immediately under clause 14.
12. Property rules
12.1 No smoking or vaping is permitted inside any property. Where smoking is permitted outdoors, butts must be disposed of responsibly. Smoking indoors will incur a minimum $750 specialised cleaning charge.
12.2 No pets are permitted at any property, unless the property is specifically listed as pet friendly and you have our prior written approval. This does not apply to assistance animals, which are welcome in accordance with the Disability Discrimination Act 1992 (Cth). Please advise us at the time of booking so we can prepare the property.
12.3 No illegal activity may take place at the property.
12.4 Commercial use. The property may not be used for filming, photography, or any commercial purpose without our prior written consent.
12.5 Rubbish and recycling must be placed in the bins provided, in accordance with the instructions in your property guide.
12.6 Security. Please lock all doors and windows and secure the property whenever you leave. We are not responsible for loss of, or damage to, your belongings.
12.7 Respect for our team. Our staff, contractors and cleaners are entitled to a safe workplace. Abusive, threatening, discriminatory or intimidating behaviour towards them, towards building or resort staff, or towards neighbours, is not acceptable. Where it occurs we may terminate the booking immediately under clause 14, and we may decline future bookings.
12.8 Additional rules specific to your property are set out in your digital property guide and form part of these terms.
13. Damage and security pre-authorisation
13.1 A credit card pre-authorisation of $500 is placed on the card provided, prior to arrival, during the online check-in process described in clause 2.8. The pre-authorisation is released after departure, following a satisfactory inspection of the property.
13.2 A pre-authorisation is a hold on your available credit, not a charge. Release times vary between financial institutions and are outside our control.
13.3 You are responsible for any loss or damage to the property, its contents, or common property caused by you, your party or your visitors, beyond fair wear and tear. This includes:
- damage to furniture, fittings, appliances and floor coverings;
- stains or damage to linen, towels or mattresses;
- missing items;
- excessive cleaning required beyond a normal departure clean;
- charges levied on us by a body corporate as a result of your conduct.
13.4 Where the cost of loss or damage exceeds the pre-authorised amount, you remain liable for the balance and we may charge it to the card on file or invoice you.
13.5 Please report any damage or breakage to us promptly. Accidents happen and are far better dealt with early.
14. Termination for breach
14.1 We or our representative may enter the property at any reasonable time, and immediately in an emergency or where we reasonably suspect a breach of these terms.
14.2 If you breach these terms, in particular clauses 10, 11 or 12, we may terminate the booking immediately and require you and your party to vacate.
14.3 Where a booking is terminated under this clause, no refund of any kind is payable, and you remain liable for any damage, additional charges and costs we incur.
15. Faults and maintenance
15.1 We do our best to ensure everything at the property works. Occasionally, equipment fails.
15.2 Please tell us as soon as possible if something is not working. We will arrange repair or replacement as quickly as is reasonably practicable.
15.3 The temporary failure or unavailability of a facility, including air conditioning, WiFi, a pool, a spa, a lift, a barbecue or an appliance, and including where caused by a body corporate, a utility provider or a third party, does not entitle you to a refund, a reduction in tariff or compensation, provided we take reasonable steps to remedy it.
15.4 Neighbouring building or construction works, and noise from them, are outside our control and are not grounds for a refund.
16. Complaints
16.1 If you are unhappy with any aspect of your stay, you must raise it with us during your stay, so we have an opportunity to address it. Complaints raised only after departure significantly limit what we can do.
16.2 Complaints may be made in writing to hello@staybeachside.com.au. Where a complaint is not resolved during your stay, please put it in writing within 7 days of your departure, setting out what happened and what outcome you are seeking.
16.3 We will respond to a written complaint within 14 days, or tell you why we need longer.
16.4 If we cannot resolve your complaint between us, you may refer it to the Queensland Office of Fair Trading. Nothing in this clause limits your rights under the Australian Consumer Law or your right to take any other action available to you.
17. Australian Consumer Law and liability
17.1 Nothing in these terms excludes, restricts or modifies any guarantee, right or remedy you have under the Australian Consumer Law that cannot lawfully be excluded, restricted or modified.
17.2 Where our liability may lawfully be limited, our liability is limited, at our option, to resupplying the accommodation services or paying the cost of having them resupplied.
17.3 To the extent permitted by law, we are not liable for any indirect or consequential loss, or for loss of, or damage to, your personal property, however caused.
17.4 You use all facilities at the property, including pools, spas, barbecues, balconies, stairs and beach access, at your own risk. Children must be supervised at all times.
17.5 We act as agent for the owner of each property. Nothing in these terms makes us liable as owner.
18. Force majeure
18.1 We are not liable for any failure or delay in performing our obligations where that failure or delay results from an event beyond our reasonable control, including natural disaster, flood, storm, fire, pandemic, epidemic, government direction, border closure, industrial action, or failure of utilities or telecommunications.
18.2 While such an event continues, the obligations of both parties are suspended to the extent they are affected by it, and neither party is liable to the other for that suspension.
18.3 Where such an event prevents your stay from proceeding, we will offer you a credit for the amounts you have paid, valid for 12 months from the original arrival date and transferable to any property we manage, subject to availability and to any difference in tariff.
18.4 If the event continues for more than 30 days from the date it first prevents your stay, either party may terminate the booking by notice in writing. On termination we will refund 50% of the amounts you have paid to the payment method used for the booking.
18.5 Nothing in this clause limits your rights under the Australian Consumer Law.
19. Descriptions and images
19.1 We take care to describe and photograph our properties accurately. Images are indicative and minor variations may occur as properties are refreshed and furnishings are replaced.
19.2 Where an error in a description, an image or a rate is obvious and material, we reserve the right to correct it and, where necessary, cancel the affected booking with a full refund.
20. Privacy
20.1 We collect and handle your personal information in accordance with our Privacy Policy, available at staybeachside.com.au/privacy-policy.
20.2 We may share your details with the owner of the property, our contractors, and building or resort management where necessary to deliver your stay.
21. General
21.1 Governing law. These terms are governed by the laws of Queensland, Australia, and you submit to the non-exclusive jurisdiction of the courts of Queensland.
21.2 Changes to these terms. We may amend these terms from time to time. The terms that apply to your booking are those in effect on the date the booking was confirmed.
21.3 Entire agreement. These terms, together with your booking confirmation and the rules in your digital property guide, are the whole of the agreement between us. They replace anything said or written beforehand, and no other statement, representation or arrangement forms part of your booking unless we have confirmed it in writing.
21.4 Electronic acceptance. Completing a booking and accepting these terms electronically has the same effect as a signed agreement. Your booking confirmation, together with the version of these terms in force on the date of confirmation, is the record of what was agreed.
21.5 Assignment. We may assign or transfer your booking and our rights and obligations under these terms, including where a property changes ownership or our business is sold or restructured, provided your booking continues on the same terms. You may not transfer your booking to another person without our written consent.
21.6 Severance. If any provision of these terms is found to be invalid or unenforceable, that provision is severed and the remainder continues in full force.
Stay Beachside
Stay Beachside Pty Ltd · ABN 67 687 868 391 · Licensed Queensland real estate agency
hello@staybeachside.com.au · staybeachside.com.au
Last updated: 03 August 2026