Welcome to ESTE!
We’re proud to introduce to you a ESTE’ property, a place where guests can relax and unwind in comfort and luxury. ESTE strives to ensure that every guest enjoys an experience beyond their expectations; if you have any special requests, please don’t hesitate to contact us we want to help.
As we entrust an entire property in guest’s hands, complete with bespoke and often expensive fitouts, we do expect that guests read and abide by the terms and conditions (especially our strictly enforced ‘no party policy’). We ask guests to show the utmost care and responsibility as it is expected that the property and furnishings be returned in the exact same condition at the end of a stay as at the beginning, allowing for natural wear and tear of course. Before booking, please understand it is a requirement that any damage, be it accidental, unintentional, or otherwise, is the responsibility of the guest and that the guest will meet these costs, small or large. Given its definition we do accept that accidents may occur, but any accident is the responsibility of the guest. Please be mindful that even innocuous items such as sparklers, makeup or fake tan can permanently damage or leave permanent stains which we’ll need to fix from the bond. Be assured that ESTE will always go above and beyond to repair/replace by the most cost-effective means to restore the property to the same condition as it was before a guest took occupancy. If on arrival damage or wear is noticed, we ask you to kindly advise your caretaker and take images at the time to avoid any dispute. It is important that guests choose a property to suit their expectations whilst knowing ours, it is our expectation that our properties are solely used for quiet holiday purposes and that guests understand their responsibilities before booking. Of course, if there are any questions, please ask and we will be more than happy to explain as at the end of the day all we want is for you to experience your perfect getaway and for our homes to remain looked after for future guests. We thank you and very much look forward to welcoming you soon.
Party Policy: Zero Tolerance
ESTE follows International best practice policies to ensure the properties we represent for short term accommodation are safe, secure, and protected – and not damaged. As these properties are not in commercial areas Australian Government regulators and Councils have strict rules and requirements for holiday letting and will prosecute those who book properties for holiday/short term who don’t abide by the short-term holiday letting rules. Reasons such as: noise, any disturbance day or night, parties, weddings, nonagreed commercial activity, and overcrowding.Your bond is immediately forfeited should guests break this rule.
Party/Disturbance Procedures
In the event of an unsolicited event/party or if any disturbance to the community ensues at a ESTE managed property the procedure is as follows: Our caretakers will phone/ attend (at your cost) and attempt to resolve the concern. If a resolution is not forthcoming, they will request immediate eviction as per this agreement. If this is met with resistance the Caretakers are instructed to call Private Security (at your cost for a minimum of 4hrs for 2x Security Personal). Our Private Security team will secure the premises, safeguard from damage, and remain indefinitely or until the property is secure (this is at the Security/Caretaker’s discretion). The Police will also be called and if Councils are alerted further fines to you may arise. By signing this agreement, you agree to this procedure and all costs being deducted from your credit card. Parties/events automatically trigger a $5000 event fee, the loss of $2000+ bond, damages and the cost of extra cleaning should it be necessary. As explained above, this costly, zero tolerance approach is necessary to protect
our homes. All attendees may also be placed on a national blacklist register. In short, if you’re looking to have a party, we highly recommend you book elsewhere.
Rest Assured
In saying the above, we are not unreasonable and encourage guests to talk to us if there is concern – communication can solve anything! We know that 99.99% of our guests simply wish to unwind in comfort and relaxation – this is what we strive to provide. Please, if in doubt, talk to us as these measures are not designed to prevent our guests from the normal, relaxing use of a holiday home – only to prevent those who believe having a party is acceptable. If you feel your intentions are reasonable it is very likely we will too, so please talk to us.
1. Reservations: The individual making the booking will be identified as the ‘Primary Guest’ and is the sole person authorised to communicate with ESTE regarding the reservation. The Primary Guest understands that they are responsible for reserving the home and that all other guests will be considered guests of the Primary Guest, who will be accountable for their conduct. Your booking will be confirmed at the time ESTE issues a formal Confirmation email, which will only be sent after we have received a signed acceptance of this short-term holiday agreement, and Owner consent where necessary.
2 . Payments:
This booking is via ESTE who are responsible for all payments, please see booking page for payment terms.
3 . Security Bond: Bonds may vary between properties, but a minimum $2,000 bond is required for each of the properties payable as a credit card pre-authorization bond (like a hotel). A pre authorization will be run on your credit card circa 24-48 hours before your arrival.
Your bond is non-returnable on breach of this agreement, possibly in addition to damages rectification. Your bond may be held after vacating the property to such time that the property is inspected and cleared of damage by either a ESTE representative. In the event there may be a claim, standard procedure is to turn the pre-authorization into a charge immediately, awaiting the outcome of a more thorough investigation. This bond may then be held indefinitely until any identified damage is resolved, at which point the bond will either be refunded in full or in part to you, whilst being paid in full or in part to ESTE for the damage caused. Further payments in addition to the bond may be required if there is loss or damage exceeding the bond amount. Any additional amounts will be run from the credit card number provided. Bond claims will be subject to a $110 initial charge + $110 per hour administration charge (including GST). Guests acknowledge that ESTE, Owners, or caretakers can use trades of their preference to fix damage caused by a guest’s stay. As many homes have preferred trades these will be the trades used, no other trades will be consulted or requested to quote should this be the case. Kindly note that ESTE is a professional company whose mission is to find the best possible outcome in any circumstance. If there is a bond matter, we will always work as diligently and transparently as possible. Guest, Owner, and our interests align in that we all wish for these matters to be resolved as efficiently as possible but where necessary, we will take the time needed to find the best solution for all parties.
4 . Conditions, Changes and Cancellations:
Your booking deposit and final payment are non-refundable.
Our cancellation terms are outlined below:
If you cancel 90 days prior to your arrival, you will receive a full refund.
If you cancel 60 days prior to your arrival, you will receive a 50% refund of your deposit.
If you cancel within 30 days of your arrival 100% of the total booking fee will be charged.
Written notification must be provided for all cancellations.
ALL cancellations will incur a $500 administration fee. We strongly recommend that you have travel insurance to cover you in the event of unforeseeable cancellations.
5 . Primary Guest/House Manager: The person signing this agreement is the Primary Guest and bears ultimate responsibility for the home. The Primary Guest must be 25 years of age or older, warrants that he/she is authorised to agree to this agreement and takes full responsibility to ensure that all guests of the Primary Guest, and any guests or invitees of said guests, understand their responsibilities as per this agreement. A mobile phone number must be provided and be contactable when occupying the property for safety & security purposes.
6 . Property Usage: The property is to be used for short-term residential accommodation (holiday letting) only, unless agreed otherwise in writing. The property may not be used for
any wedding (including nuptials), commercial purpose, party, gathering or any other function unless agreed in writing. We also advise that ESTE contains security cameras protecting the exteriors and by signing this agreement you acknowledge your consent to their use. Please also see clause 14 below.
7. Check-In, Check-Out and Keys: As standard check-in is from 3pm onwards and check-out is 10am*. Our property caretaker will meet you at the property at a pre-agreed time, welcome you and assist with your arrival. Please be mindful the caretaker does not live on site and will travel to welcome you. A $100 fee for the first hour + $100 per hour thereafter will be charged for late arrivals, to avoid any charges we simply ask guests to communicate with their caretaker in advance or if delayed.
The accommodation has a unique secure keypad lock that requires a code for check-in. You will be provided with details of the check-in process via a digital compendium with a secure code that will be activated at your check-in time and deactivated at your check-out time for security purposes. Please contact the caretaker 72hrs before your arrival to confirm your arrival time, their details will be on your confirmation.
*If you wish an early arrival or late departure it is best to contact the caretaker 72 hours before your arrival to discuss. Where possible we always strive for flexibility but as we will not know the schedule of the home in advance, it is not possible to confirm early arrivals or late departures before this time. If guests wish to guarantee an early check-in or late check-out in advance, we can do this for 50% of the daily rate. A total of 1x the daily rate will be charged to your booking for a non-agreed late check-out.
8 . Telephone and Internet:Telephone coverage varies at the property, please refer to property details on the website or ask the ESTE team. We cannot guarantee phone or internet coverage at all times. In many cases telephones and internet coverage is outside of our control and the non-performance of either will never be a refundable event.
9. Parking: Each accommodation(s) has 2 x private parking spaces and 1 x shared visitor space. Parking is at your own risk, and you agree you will not make any claim against us for any damages to your vehicle regardless of how or where the damage occurred.
10. Housekeeping and Maintenance: Your booking includes a standard exit clean, but not extraordinary cleaning if the home is left extraordinarily unclean. Guests seeking extra
cleaning or daily cleaning must request it at the time of booking, we cannot guarantee availability for later requests. If, on arrival, in the unlikely event the property requires further
housekeeping, or if there is an unforeseen maintenance issue, please inform our caretaker immediately. They will coordinate the appropriate person to fix the problem as soon
as practically possible. Our homes are well maintained but the law of averages suggests things may naturally cease to work from time to time – we will always be on hand to do what
is needed. Likewise, if a guest is to discover anything that may be considered a health or safety risk, please inform us immediately so we can address it.
11. Garbage Removal and Cleaning: Guests are required to leave the property in the same clean, neat, and tidy condition as it was when they arrived. This includes, without limitation, washing up, fridge cleaned out, BBQ cleaned and rubbish to be placed in appropriate bins provided on vacating the property. If additional extraordinary cleaning is required, the cost will be charged against the credit card or bond (security deposit). In an attempt to keep rates consistent we only have provision for rubbish for the household bins only, any additional rubbish can either be removed by the guest (our recommendation) or, if additional extra-ordinary rubbish is left behind, the caretakers will organise a contractor to collect and dispose at the guest’s expense - charged to the credit card or bond (please be aware charges can be as high as $200+ for excessive rubbish). If you happen to be in residence during council rubbish collection evenings it is your responsibility to ensure the bins are available for council collection, any questions please ask the caretaker.
12 . Smoking and Pets: There is strictly no smoking inside any property, and we also ask you to leave your pets at home as they are not permitted. Bonds are nonrefundable for breach of this term.
13 . Loss, Damage or Injury: ESTE, the Owner and their respective employees and agents, take no responsibility whatsoever for loss or damage of any property, or personal injury or death, of any occupant, guest, or invitee of any such occupant and they each exclude all liability to the maximum extent permitted by law. The occupants acknowledge the environment in which the property is located and must take extreme care including, without limitation, observing safety signage, fire and safety directions and procedures and exercise caution whilst inside and when venturing outside the property. Occupants must report breakages immediately (or as soon as practical) and are responsible for loss or damage of property belonging to them, or their guests, and for the damage or loss of property belonging to the property during their stay. We recommend all guests take out Travel Insurance, even for local bookings, as security for the event of accident, sickness or cancellation caused by unforeseen circumstances such as transport problems, illness or other. ESTE, and its Owners, is not liable for any fees or costs to any third party in connection with your booking including, without limitation, fees for travel, entertainment, activities, or insurance. Please be aware of any surrounding natural bush land as there may be dangerous snakes, spiders, bugs including ticks or other animals from time to time at the property. If you are sensitive, please ensure you use an insect repellent.
14 . Noise, Parties and Behaviour*: The house is for registered occupants only (as indicated below). Parties or any disturbing behaviour is not permitted under any circumstances and
there is to be no disturbing noise during the stay, especially between 9pm to 8am. A $100 + GST deduction will be charged with each caretaker callout. We, our agents, or contractors
have been instructed to call on Private Security where necessary. A callout involves 2x Private Security personnel for a minimum of 4 hours each which will be charged to the
bond. 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 by you. Please note functions of any kind are not permitted and the invitation of additional guests beyond the home’s sleeping capacity, or those indicated on this agreement will enact our Event Policy. Visiting guests may be permitted when we are informed and agree in writing in advance. Event rates start at an additional $5000 to any booking and will be charged should this clause be activated. If you breach this agreement, you will forfeit your entire bond of $2000 in addition to any damages, cleaning, and caretaker and security callouts.
*Furthermore, if you or your guest’s behaviour causes the delisting or loss of the property to the rental market ESTE will pursue damages for loss of income. All occupants may also be placed on a national or state register blacklist distributed throughout accommodation suppliers. This has the potential to ban occupants around Australia from future accommodation. Simply choose wisely if you wish to have a party book elsewhere.
Please note: Our policy here must be extremely strict due to our responsibilities to our homes & communities. If guests damage, or break chattels, or invite additional guests, then we have little recourse as it is our duty to protect our homes & communities. We are not unreasonable by any means; therefore, if you think your ideal booking would meet normal expectations, not damage the house, or cause any neighbourly grievances please talk to us first – communication can solve everything.
15 . Caretaker: Your caretaker will be of assistance for checkins and is happy to offer advice at this time, and by phone when required. However, we kindly ask you to respect her/his time
during the weekends and evenings unless it is an emergency. Other than as provided for in this agreement, the property is not serviced. If additional services are desired, please contact ESTE at the time of booking to arrange. Your caretaker may choose to assist in additional services at an extra charge which will be charged to your credit card or bond as provided.
16. Please Note: A breach, or indicated breach, of any of any term will permit ESTE to cancel or amend a booking, refuse access or occupation, or immediately terminate
a booking either before or during occupation. Refunds will not be paid on terminated bookings and event fees may apply in the event of disturbances/parties/events. As the property is an individual house and not a hotel where rooms can be swapped, we cannot offer alternative accommodation if the property, on arrival, is not to your individual tastes or offer a refund. It is a guest’s responsibility to choose their properties carefully and ask any questions during the booking process. We do not refund for problems such as, but not limited to, plumbing, electrical, television, internet not working, light globes out, any appliances not working, blackouts etc. We will endeavour to fix all problems as soon as practically possible but as these are entire properties occasionally maintenance issues may arise; fortunately, most are easily fixed. Please always let your caretaker know of any matters, even if you prefer they be addressed after your stay.
Interior and exterior decorations do change from time to time to maintain a property therefore images on the website are not always an exact representation of the property. All information is uploaded to the best of our knowledge, but we request guests make their own enquiries. ESTE is a suburban environment where there is a potential for construction or disturbance in the neighbourhood, and in which cases a move or refund is not applicable. There is much construction in Australia at present so it is likely homes may be in their vicinity.
17 . NSW Code of Conduct: All Homes, Agents, Owners, and Guests in NSW must abide by the Code of Conduct (Code), which is a Code we take seriously. The Code is extensive and
can result in penalties or even total exclusion for guests who, due to their non-adherence, will be added to an Exclusion Register along with other sanctions as the Code provides for.
All guests staying in NSW need to read the code found via NSW Fair Trading. Guests must inform ESTE if they are on the exclusion register at the time of booking or any time before or at arrival date. If a guest is found by ESTE to be on the exclusion register at the time of booking, or if they are added to the exclusion list post creating the booking but before or on the arrival date guests will have their booking cancelled, lose their deposits and not be given access to the property. Should a guest not abide by the Code whilst in a ESTE home, ESTE will seek to add said guest to the exclusion register along with other guests registered at the property, forfeiting the bond in addition to any other costs that may occur.
18. Your Signature Confirms: That you and each occupant have read agreed and accepted these terms and conditions.Credit card details are also required for security and may act
as a bond. You also acknowledge that this contract terminates upon the final vacation of the property and after the final cleaning and checks have been performed which may take several days. After confirmation of booking funds can be distributed to the property owner, ESTE, contractors, service providers or otherwise.
Guest Name
Property Name
Arrival Date
Number of nights
Driver’s license: photograph license on your
phone and attach by clicking here:
Names, D.O.B and addresses of all additional
occupants (may need to send in an email):
Date of Birth
Arrival Time/Flight number
Credit card for security bond only
Mobile number
Address
Number of adults
Number of children
Number of beds being used
Credit card number
Expiry
CCV
Signature for, and on behalf of, all occupants (acknowledging clause 14): Your Signature Confirms you have read, agree to, and wholly accept our terms as written herein. Any alteration of this agreement, be it confirmed verbally or via email, must be noted on this page otherwise it is taken you agree to all terms as written within. Your signature allows ESTE to debit the full amount of your occupancy, added services along with any bond requirements & charges, from your credit card or alternatively you may deposit via EFT with prior confirmation of ESTE.