Guests' FAQs

Seasons and minimum nights – beach houses

For our beach houses, the following seasons and minimum night rules apply:

• Peak Season – mid December through to the Australia Day weekend – 2-7 night minimum stay, depending on the property
• Easter – 4 night minimum stay
• Long Weekends (Australia Day, October, June) – 3 night minimum stay
• Low Season – May, June, July, August – 2 night minimum stay
• Shoulder Season – all remaining times of the year – 2 night minimum stay

During Peak Season, each property is allocated a designated change over day to make cleaning rosters manageable. Peak Season bookings are made back-t0-back so that the calendar is full.

At all other times of the year, guests may arrive any day of the week, but NOT on a Sunday or Public Holiday. This is done as outgoing guests are given a 4pm check out on a Sunday or Public Holiday, and during busy times of the year, it is often the only day of each week that the cleaners are able to take a day off.

Seasons and minimum nights – country retreats

For our country retreats in the Southern Highlands, Kangaroo Valley and some properties in Berry, the following seasons and minimum night rules apply:

• Peak Season – mid December through to the Australia Day weekend – 4 night minimum stay
• Easter – 4 night minimum stay
• Long Weekends (Australia Day, October, June) – 3 night minimum stay
• Low Season – May, June, July, August – 2 night minimum stay
• Shoulder Season – all remaining times of the year – 2 night minimum stay

At all times of the year, guests may arrive any day of the week, but NOT on a Sunday or Public Holiday.  This is done as outgoing guests are given a 4pm check out on a Sunday or Public Holiday, and during busy times of the year, it is often the only day of each week that the cleaners are able to take a day off.

For a comprehensive explanation of cancellation policies and booking terms and conditions, please see our Terms and Conditions page

During the stay, what happens if there is an emergency at the property or I need assistance?

In your pre-arrival email you will be provided with an after hours contact number for the Property Manager in their area.  Each Property Manager has a vehicle fitted out with tools, cleaning equipment, BBQ gas bottles, light bulbs, batteries etc.

The Property Manager will be able to answer any queries over the phone, or if needed, attend the property if the problem can’t be solved over the phone.

As needed, the issue is escalated to our Operations Manager or Managing Director, who are both on standby to receive calls if there is a major emergency or other serious issue.

The Holidays Collection understands that hospitality  is a 7 days per week / 365 day per year industry, and is staffed accordingly.

In a true emergency the guest will call 000 or the SES.