Frequently Asked Questions
Booking & Cancellation
Q. How old do I need to be to book a holiday house with Ray White Straddie?
A. The responsible renter must be at least 21 years of age, guests under 21 are of course welcome but must be accompanied by a parent or guardian.
Q. Can I bring my dog?
A. Dogs are permitted at pet friendly properties. Some owners may have pet allergies and we ask that you only bring your dogs into dog-friendly homes. Please check the individual property to ensure it meets the needs of your furry family members.
Q. What is the difference between Stayz, Airbnb, Booking.com and your site?
A. Stayz, Airbnb and booking.com are advertising sites. We are the property management company that looks after everything from marketing to maintenance and housekeeping. We advertise the properties we manage on these sites to get our properties the most visibility. If you book directly through our website, you will likely pay less than these advertising sites as the prices are often marked up with a traveller fee charged by them.
Q. Can I bring more people than the maximum allowed listed?
A. Maximum occupancy does not only refer to the number a home can sleep, this is also the number of people allowed in the home at any given time. Please abide by the maximum occupancy number for the home. You must not allow a guest to sleep anywhere but the beds.
Q. Can I cancel and get a refund?
A. As per our terms and conditions; A cancellation fee and booking fee totalling $199 applies to all cancellations. If the cancellation is outside of 60 days from the check in date the remainder of money paid will be refunded to you. If the cancellation is within 60 days the balance can be refunded if the property is rebooked. Any refund applicable (because the property has been rebooked) will be made after payment in full has been received by the replacement guests. If the property is rebooked for only part of the original booking dates, then a pro rata refund will be made at the agent’s discretion. Cancellation of the arrangement due to non-payment of the balance by the due date will result in the loss of all monies.
Q. Do you have any homes without a minimum stay?
A. Most properties do not have a minimum night stay. 7 night stays or longer attract a cheaper (per night) rate .
Q. When is the deposit due?
A. A 50% deposit is due to secure your booking. The balance is due 30 days prior to arrival.
Q. Once I have booked can I change the dates of my booking?
A. Once the booking is made and payment received a change of booking dates may incur additional fees. Please contact our office with your requirements straddie.qld@raywhite.com.au or 07 3409 8255.
Q. Do you take partial payments or must I pay in full upon booking?
A. Generally, we require payment within our terms above, under some circumstances such as a booking more than a year in advance we can arrange a payment plan. Please call us to discuss the options on 07 3409 8255.
Q. Do you allow weddings in your homes?
A. Some of our homes do allow weddings with the owner’s and the local council's approval. Depending on the property, there may be additional fees, parking restrictions and guest count maximums. Please call us for more details. If you are looking for properties close together to accomodation an event on the island please email us with your requirements straddie.qld@raywhite.com and we will give you some options.
Q. Would I need to sign a rental contract to stay at a holiday rental?
A. By booking a reservation, guests acknowledge and agree to abide by Ray White Straddie's Terms and Conditions.
Q. How do I go about booking a holiday as a gift for a friend?
A. You can book and pay for a reservation for another person. Please contact us for further information 07 3409 8255.
Q. How do I pay for my booking?
A. We accept the following credit cards: Visa, MasterCard.
Features and Amenities
Q. Is smoking allowed in the home?
A. Smoking is not permitted inside any property. Please note that some of the resorts are smoke-free on premises and therefore you cannot smoke on the patios of those properties.
Q. Does the home come with linen?
A. Quality linen is supplied and the beds will be made for your arrival. Bath towels are also included.
Q. Do I need to bring my own beach towels?
A. You will need to bring your own beach towels.
Q. What items can I expect to find in the home?
A. Please see the features and amenities section of the home listing. The owner may also provide a few items to get you started including: tea, coffee, dishcloths, cleaning spray, hand soap, carpet spot cleaner, toilet paper, dishwashing liquid, dishwasher tablets, kitchen rubbish bags. If there is something specific that you require, please make sure you bring it with you. Each property is different, and guests may also leave non-perishable items in the revolving pantry.
Q. Does the property have pay TV and Wifi? Will we be able to watch the game?
A. Holiday properties are individually owned and each home will have different facilities available to guests. Ray White NSI cannot guarantee television service, TV channel availability or Wi-Fi connection. The Straddie Hotel also has a large screen and plays sports games.
Q. Is wood supplied in homes with a fireplace?
A. This is not a guarantee, if you are wanting to use the fireplace you can either purchase firewood on the island or bring some with you.
Q. Is there a first aid kit supplied in the property?
A. No.
Q. Is the water drinkable in all properties?
A. All properties have drinkable water.
Location & Access
Q. How do I obtain the keys?
A. We will e-mail pre-arrival instructions prior to your stay including driving directions, check-in instructions and if applicable the code to the key safe for the property.
Q. The key safe only has one set of keys. Can we get another set?
A. We prefer the keys stay in the key safe so that each member of your party can access the home at any time. This will eliminate the need for multiple key sets. It also prevents the keys from getting lost.
Q. There are two key safes here. Am I using the right one?
A. The key safes will be labelled to allow clarification of guest keys. The other one is for our housekeeping and maintenance staff.
Housekeeping and Maintenance
Q. Can the cleaning fee be removed from the tariff if I clean the home myself?
A. No, our professional housekeepers meet very strict guidelines and are required to clean the home after each guest vacates.
Q. Do I have to clean the property before I leave?
A. Please leave the property tidy, do dishes and put them away or put the dishwasher on, empty the bins, and generally leave the property the way you found it. Cleaning of the floors and bathrooms and linens is included in the tariff. If excessive cleaning is required over and above what is considered to be a standard clean, you will be charged at cost.
Q. We’ve run out of toilet paper. Can you bring us more?
A. The house has a starter kit of supplies only. If you need more than what is provided, you will need to purchase from one of the local stores such as Foodworks Point Lookout.
Q. I am allergic to pet hair and other smells, but I want to stay in a pet friendly home. Is there any way to ensure that I won’t be bothered by them for my stay?
A. All our properties are thoroughly cleaned after each stay. However, we are unable to guarantee that you will not have a reaction to a home that has been regularly occupied by pets.
Q. I have excess rubbish what do I do with it?
A. You must take any rubbish which does not fit in the provided bins with you when you leave or you will be charged for its removal.
Q. Do I need to put the bins out for collection?
A. If it is bin night (Sunday) during your stay please put the bins out on the kerb.
Q. Can I have a party at the property?
A. We have a strict NO party policy at all our properties.
Q. Problems - what do we do if something unexpected occurs?
A. We do everything possible to ensure you have an enjoyable stay, but occasionally things go wrong. If a problem occurs please contact our team so we can resolve this - don't wait until you depart.
Check-in & Check-out
Q. What time can I check-in?
A. Check-in is at 2pm and guests can enter the property after this time.
Q. What time do I have to check-out?
A. Check-out is at 9 am.
Q. Can I get an early check in?
A. We can try to accomodation an early check in but can't guarantee this. Please contact us within 24 hours of your arrival and we will see what we can do.
Q. Can I get a late check out?
A. Please contact us wtihin 24 hours of your departure and we will try to accomodate where possible but cannot guarantee it. If you stay late without approval this will incur additional charges of $50 per hour due to schedules we have for cleaning and linen changing.
After your stay
Q. I think I may have left something behind in the property?
A. If our cleaning team find an item that has been left it will be returned to our office and we can hold this for 7 days. We will notify you. A handling fee of $20 plus postage will be chargeable if you would like us to post this back to you.
Q. I have some feedback for you, what do I do?
A. We love your feedback, it helps us continuously improve. Please email us at: straddie.qld@raywhite.com for any room for improvement. If you've had a great stay please consider leaving us a 5 star review upon receiving your post-departure email.