Booking Terms & Conditions

Accom Whitsunday Booking Terms & Conditions

Guests are agreeing to these terms and conditions when a booking is confirmed and payment is made, regardless of the booking platform used to complete the booking. Any breach of these Holiday Letting terms and conditions, as agreed by both parties, permits the owner or Accom Whitsunday to refuse entry, amend the rent or immediately terminate the letting

Licence Not a Tenancy

The booking with Accom Whitsunday is not a residential tenancy agreement under residential tenancy legislations. Failure to comply with any of the guest's fundamental obligations and the terms and conditions of the property may result in immediate termination and eviction. Refunds will not be paid on terminated occupancies.

Number of Persons, Noise, Parties and Functions

Properties are for guests only. No outside guests are permitted on the premises without pre-arrangement from Accom Whitsunday Management. The number of occupants must not exceed the number of persons shown on your confirmation. Any increase in numbers must be agreed in advance and may incur additional fees.

Excessive noise, parties and functions are not permitted as they can cause disruption to neighbours as well as nearby residents and other holiday makers. If an unauthorised function is held at the property the bond processed for the booking will be retained and additional fees to cover the standard function fee may apply.

Inappropriate Bookings, Schoolies, Functions, Hens and Bucks Groups

There are a select few properties where functions are permitted however permission must be granted for any booking and additional function fees apply. A bond will be required for these properties. Accom Whitsunday does not permit Hens or Bucks groups in any of its properties. Accom Whitsunday reserves the right to refuse/cancel any bookings that are determined to be inappropriate or that fall across Schoolies dates or are suspected Hens or Bucks bookings. This may result in loss of deposit.

Check in/Check out - Whitsunday Coast

Check in is available from 2pm on the day of arrival. Check out is 10am on the day of departure.

Accom Whitsunday will try to accommodate requests for early check in/late check out however they are subject to availability (i.e. other bookings in place, cleaners available to accommodate the request, maintenance schedule) and fees may apply. Despite any early applications, approval will only be granted 1-2 days prior to entry/departure, if available. Early requests do not guarantee early access/late checkout unless a full days rate is paid.

Guests are required to contact the Accom Whitsunday office 1-2 working days prior to the date of the early check in/late check out to make final arrangements which will be recorded in the booking details.

Check in/Check out - Hamilton Island

Early check ins or late check outs on Hamilton Island are subject to availability on the day.

The valet company will inform you on your arrival the earliest check in time and will contact you the evening before your departure to confirm your departure time.

One valet per arrival and one valet per departure is included in your stay. Any additional valet services are subject to availability and must be arranged at least 7 days prior to arrival at an additional charge.

At times, the valet service can be extremely busy and guests may experience delays. Should your valet be late on your day of arrival/departure, Accom Whitsunday will accept no responsibility and will not provide any compensation.

Buggy Use - Hamilton Island

3. Hamilton Island Guests: Complimentary Buggy - Terms & Conditions
The Customer agrees;
3.1 That The Agent will require credit card security and a vehicle agreement to be signed prior to provision of a buggy. Failure to provide the security or not agreeing to the terms and conditions outlined will result in a buggy not being provided.
3.2 One 4-seater buggy will be provided per property as a free inclusion. You agree that the Buggy is provided 'as is', the 'Agent' are not liable to compensate the customer for the unavailability of the buggy, or for any defect or break down in the functioning of the buggy regardless of cause.
3.3 Properties are privately owned and a replacement buggy is not available if the property buggy breaks down, even if the breakdown was not the customers' fault.
3.4 The buggy is privately owned and does not come with an insurance option, therefore any repairs, damage costs incurred during your stay are your responsibility and will be charged to your credit card.
3.5 To inspect the buggy on arrival and report any damages prior to use to the Agent
3.6 Upon arrival all eligible drivers of the buggy will undergo an induction, this covers the operation of the buggy, the rules and regulations of driving on the island and the completion of a buggy condition report.
3.7 To return the buggy in a clean, tidy and undamaged condition. Tyre damage, under body damage, overhead damage, windscreen damage is not fair wear and tear.
3.8 Upon departure the buggy will be inspected against the arrival buggy condition report and any damages will be noted and charged to the customer credit card.
3.9 Approved drivers of the buggy must hold a current drivers licence and be aged 18 years and over.
3.10 Where an electric buggy is provided, if failure to charge the buggy correctly results in towing the buggy, the cost of $150 will be incurred by the customer, as well as any battery damage caused by a lack of charging each night.
i. The customer accepts full liability of any expenses related to the loss or damage of the buggy during the agreed letting period (including the loss or use of the Vehicle), legal expenses, assessment fees, towing and recovery, consequential Buggy Hire while under repair during your stay and for future guests, consequential third party damage, storage and Agent service charges where:
ii. Any term or condition of this Agreement has been breached
iii. The Vehicle is involved in an incident, divided as any incident where the Vehicle suffers loss or damage as a result of an impact with any object or other vehicle where animated or unanimated, details of which have been provided by The Customer or on their behalf to the Agent. The Customer will not be entitled to recover from the Agent, any sum for any delay, inconvenience or loss due to any incident, breakdown or defect with the vehicle;
iv. The underbody, exterior or interior of the Vehicle is damaged regardless of cause
v. The Vehicle is totally or partially submersed in water regardless of the cause
vi. The tyres of the Vehicle are damaged other than by normal wear and tear
vii. The Vehicle or any third party property is damaged by driving the Vehicle under or into an object over the height of the Vehicle
viii. You have failed to immediately rectify or report to the Agent any defect in the Vehicle of which you have become or ought to have become aware
ix. The Vehicle is damaged by loading or unloading. Normal wear and tear excepted
x. Failure to secure property any load or equipment which leads to loss or damage caused by any part of the load or equipment
3.11 The buggy will not be driven;
3.13.1 In a manner considered negligent, dangerous or unsafe at any time or in contravention of Queensland road traffic regulations or Hamilton Island traffic regulations.
3.13.2 Between the hours of 1:00 am and 5:30 am (Hamilton Island Buggy Curfew)
3.13.3 With a blood alcohol content in excess of the legal limit (0.05% - Queensland) or while affected by any form of drug (illegal or legal).
3.13.4 In an area where buggies are forbidden (Restricted Areas, unsealed roads, grassed area, air strip, beach or any other off road area).
3.13.5 Contrary to any road sign or road rule
3.13.6 Faster than 20 kilometres per hour
3.13.7 With more than the approved maximum number of passengers at any one time; overloaded with heavily weighted or obtrusive objects; used for towing or pushing another vehicle, trailer or boat.
3.13.8 Allowing a child to steer, drive or sit on the lap of the driver.
3.13.9 Engaging the buggy in neutral gear whilst the buggy is in motion.
3.13.10 Ensure that when the buggy is not in use the ignition key is removed.
3.14 That the buggy will be confiscated if any of the terms and conditions outlined are not met.
3.15 That using the buggy is at your own risk, and that the Agent will not be liable for any loss, damage, personal injury or death resulting from your use of the buggy. Including where seat belts are not fitted for children or adults fitted to the buggy.
3.16 To indemnify the Agent against any loss or damage arising out of:
3.16.1 Damage to the buggy or the property, any injury to or death of any person, any damage to your property of any third party and any consequential loss, cost (including legal costs) or expenses of any kind arising out of the negligent use of the buggy by any person using the buggy with your permission.
4. General Provisions - Buggy
4.1 If there is an incident involving loss or damage to the Vehicle or involving the Vehicle while let as an inclusion with the Holiday Property under this Agreement, The Customer and/or the Authorised Driver must promptly report such an incident to the Agent at the location where the vehicle was hired as well as delivering to the Agent immediately upon receipt by The Customer and/or the Authorised Driver, every summons, complaint or paper in relation to such incident involving such loss or damage. The Customer and/or the Authorised driver must also report all incidents to the Island Security Department;
4.2 The Customer and/or the Authorised Driver irrevocably release and hold harmless the Agent (and it's representatives and employees) for all claims for loss or damage to your personal property, or that of any other person's property left in the vehicle, or which is received, handled or stored by the Agent at any time before, during and after the letting period, whether due to the Agent's negligence or otherwise;
4.3 The Customer and/or the Authorised Driver acknowledge that the Agent relies on the truth of you/or Authorised Driver's representation in this Agreement;
4.4 The Customer and/or the Authorised Driver will not refuse or fail to take any blood analysis or breath test requested by the police or their representatives on the island;
4.5 The Agent gives no express warranty in relation to the motor vehicle. Certain conditions and warranties are implied by statute, whether Commonwealth or State, which cannot be excluded, restricted or modified, such as those under the Trade Practices Act 1974. Where the Agent is permitted to limit it's liability under those statutes for breach of an implied condition or warranty the Agent limits it's liability to replacement, repair or resupply of the Vehicle. All other warranties, conditions and other obligations which may be otherwise implied are expressly excluded in their entirety. The Agent is not liable to The Customer and/or the Authorised Driver for any indirect, special, incidental or consequential damages relating to this Agreement;
4.6 The Customer and/or the Authorised Driver acknowledge nil entitlement to recover from the Agent, any sum for any delay, inconvenience or loss due to any breakdown or defect with the vehicle.
4.7 No right of the Agent under this Agreement can be waived except by writing of an authorised employee of the Agent;
4.8 The Agent may in addition to the rate, price or any other amount or consideration quoted or expressed as payable anywhere in this Agreement, recover from The Customer and/or the Authorised Driver an additional amount on account of the charge. Any additional amount on account of the charge shall be calculated without any deduction or set - off of any other amount and is payable to the Agent upon demand.
4.9 The Customer and/or the Authorised Driver acknowledge that your interest in the Vehicle is as a bailee of the Agent only and you agree not to part with possession, dispose of, encumber or assign any right or interest in the Vehicle and not create any lien on the Vehicle for repairs:
4.10 The Customer and/or the Authorised Driver agree to indemnify the Agent from and against claims, demands, actions, liabilities, losses, costs and expenses (including, but not limited to legal costs on an indemnity basis incurred by the Agent as a consequence of the failure for whatever reason of the due and punctual performance of your obligations under this


Guests will be provided with details of the key location and/or property lockbox access codes via email approximately 30 minutes prior to check in (2pm), provided full payment has been made and the guest agreement form has been completed. Guests are requested to take this access information with them in order to access the property.

Hamilton Island guests will receive keys for their property via the valet service.


A deposit of 30% of total rent is required at time of booking.Final payment is due 30 days prior to arrival. If the booking is made within 30 days of arrival, full payment will be required at the time of booking. Please note that Visa/Mastercard payments will incur a 1% credit card fee.

Booking Fee

A $25.00 non-refundable booking fee will be applied to all bookings. Please note that Visa/Mastercard payments will incur a 1% credit card fee.


Cancellations within 30 days of arrival will result in 100% loss of all monies paid. All cancellations prior to 30 days of arrival will result in loss of 30% of the total booking (deposit). Please note that all credit card fees are non-refundable at any stage.

If final payment is not received within 30 days of arrival, the booking will automatically be cancelled and result in loss of deposit.

Date Changes

Date changes are only possible at the discretion of Accom Whitsunday and may incur cancellation fees as well as rent charges (against the original booking). Any additional rent charges due to changes in season will apply.

Changes Made by Accom Whitsunday

All bookings are made in good faith of ongoing holiday letting by owners; however, may be subject to change and Accom Whitsunday cannot accept responsibility for actions taken by the owner(s) of the property which are outside its control. In this case, a full refund will be given and the opportunity to re-book alternative accommodation provided. Accom Whitsunday is not responsible for providing alternative accommodation and will not be held liable for any additional costs that may occur.

Event Beyond Control

Accom Whitsunday is not responsible for any loss arising out of any occurrences or conditions beyond its control, including but not limited to acts of terrorism, acts of God, defects in vehicles (e.g. golf buggies, and any other private vehicles included in stay),theft, delay, cancellation, civil disorder, disaster, government regulations or changes in itinerary or schedule.

Travel Insurance

Accom Whitsunday will accept no liability in the event of a cancellation due to weather conditions (e.g. excessive rain and flooding, cyclones, etc.). We strongly recommend that you purchase Travel Insurance to cover unforeseen circumstances and include cover for involuntary cancellation of your accommodation.

Property Presentation

The description of the premises is given in good faith. From time to time, changes occur at properties, sometimes by owners and outside of Accom Whitsunday's control or knowledge, therefore no responsibility for irregularities will be accepted.

Many of Accom Whitsunday's properties are located in regional locations where, from time to time, there may be building / construction on houses within the nearby vicinity of the property booked. Accom Whitsunday takes no responsibility for any issues relating to noise on neighbouring properties.


Guests actions, conduct and safety are the responsibility of the guests. The agent and owner(s) of this property do not condone: unsafe, irresponsible or illegal actions/behaviour etc. on or off the premises, during a stay or at any other time.

A condition of entering and/or staying at this property means that all guests understand and agree to indemnify the agent and owner(s) against any responsibility or action(s) (legal or other), due to any action(s), incident(s), loss or injury(s) while within or outside of the premises (including, but not limited to, the grounds, facilities, structures, etc.) during a stay or at any other time.

Lost Keys/Keys Locked Inside

If guests lose keys or lock keys inside the property then that guest will be responsible for any charges incurred by a locksmith. During business hours this should be reported to Accom Whitsunday; any afterhours call outs will need to be organised by the guest and any expenses will be the guest's responsibility. If replacement keys need to be cut, key barrels need to be replaced, or in secure complexes re-keying is required, costs will be calculated based accordingly and charged to the guest.

If there is a keys lockbox at the property, please use it to secure one set of keys at all times when you leave the property, including when you check out. If a tradesman needs to attend to any requested or agreed maintenance during your stay, this will ensure they can access the property.


Linen and bath towels are provided with each property (one bath towel per person).

Some properties also provide pool towels, please clarify with agent before arrival. If the property does not supply pool towels you will be required to supply your own. Our properties are self-contained holiday homes, so please note linen will not be changed throughout your stay. You are welcome to use the laundry facilities at the property during your stay.

No Smoking

For the comfort of all our guests, our properties are strictly non-smoking. Any damages caused by smoking on or inside the premises will be charged to the guest upon check out.

Excess Cleaning

Accom Whitsunday requests guests to leave the property as it was found to avoid extra cleaning charges. This includes washing dishes, placement of rubbish in the bins provided and cleaning of the BBQ. In the event that linen/towels are stained or excessively soiled, a charge to replace these items will occur.


In the event of breakages, damages and lost items, Accom Whitsunday requests that guests contact their office to report the incident as soon as possible. Any unreported damages will be identified by cleaners or Accom Whitsunday. Damages may be charged to the guest.

Movement of Items Within/Between Properties

Accom Whitsunday has a strict policy on moving items or furniture (indoor and/or outdoor) within a property, or in the case of bookings across multiple properties, from house to house. Movements may cause unnecessary damage to items and the property itself and can cause excess cleaning time due to complex housekeeping inventory checks. If you have a large booking where extra items are required (and a function is approved), Accom Whitsunday can supply you with hire company contact information. Any damages/excess cleaning caused by movement of items or furniture will be charged upon check out.


Some properties provide wireless internet for guests for the purpose of email, perusing social media, and web browsing. It is not provided for video streaming or downloading e.g. movies/shows. Excess usage may be charged to guest. If WIFI is affected due to power outages or technical issues by the internet provider, compensation will not be provided and Accom Whitsunday will not be responsible for providing alternative internet sources. If a property is not advertised with WIFI then it is unavailable for the stay and is not an optional extra.

Rubbish Collection and Excess Rubbish

Accom Whitsunday requests guests put all rubbish in the appropriate bins provided outside no later than the night before collection (indicated in the property compendium). Please ensure the rubbish is put out at a reasonable hour so as not to cause noise and disrupt the neighbourhood (e.g. with recycling bottles). The bin lids must be able to close for the collection.

If the bins are not put out or if there is excess rubbish upon check out, a private contractor will be organised to empty the bins and expenses will be charged to the guest.


Each property listing available on the relevant Accom Whitsunday website outlines the number of off-street parks available and number of cars permitted at the property. On-street parking is not provided or guaranteed for guests or visitors. Accom Whitsunday cannot be held responsible or liable for any fines or penalties incurred by guests or visitors from parking on the street (where local parking restrictions/metered parking applies).

Parking campervans, caravans and trailers (with or without boats) on a residential street at a holiday home is not permitted under any circumstances. Guests will be required to remove any campervans, caravans or trailers. If a guest fails to comply, the item may be towed away at the guests expense. Any boat parking will be clearly advertised on individual property listings on our website. The violation of terms and conditions may also result in guest eviction and loss of rent.

Personal and Lost Property

No responsibility will be taken by Accom Whitsunday for guests personal property. If items are left at a property it is the guest's responsibility to notify Accom Whitsunday within 24 hours notice of check out. If during this time the cleaners have reported the item/s then this/they may be returned to guest via post/mail at guest expense. If left items are not reported within 24 hours then they will be disposed of. Any heavily soiled items or undergarments will be disposed of immediately.

Animals and Pets

Pets are only permitted at pet-friendly properties and only if pre-arranged with and approved by Accom Whitsunday. A bond will be required for such properties.Pet-friendly terms and conditions must be agreed to, and any damages caused will be deducted by bond. This permission is provided on a case-by-case basis and is subject to the following terms and conditions.

All pets are to remain outside, however small and toy breeds may be allowed inside following specific approval. Guests must ensure their dog:

  • Is groomed to avoid moulting and is cleaned prior to entering the house to avoid marks to the property
  • Has had up to date worming, flea treatments, vaccinations
  • Has had nails trimmed to avoid scratches to the floors and furnishings
  • Does not jump up on beds, furniture or rugs (indoors or outdoors)
  • Is not left unattended as excessive barking may result in complaints from neighbours. If noise complaints are received and the pet cannot be quietened, guests will be required to remove the dog from the property at their own expense.

Additional cleaning charges may apply should pet hair, urine, fleas or any evidence (including smell) of the pet be left behind when guests leave. It is advised for pets to wear tick/flea collars to avoid bringing or picking up ticks/fleas to/from the area.

Accom Whitsunday accepts no responsibility for death of, loss of, injury or sickness to pets during the accommodation period - full and sole responsibility for the pet and its actions lie with the pet owner and upon acceptance of terms and conditions the guest agrees that no legal action (including payment of veterinary accounts) will be taken against the landlord and that no discussion will be entered into. Please be aware that some properties have not been designed to be pet-friendly.


In the event of faults and or malfunctions of appliances, fixtures or inclusions, there is no obligation from the owner or agent for compensation or discount. In such circumstances, the agent will undertake best endeavours to repair or replace the item (subject to availability). It is the guest's responsibility to report faults or malfunctions to the agent immediately should this occur throughout the stay.

Accom Whitsunday reserves the right to further charge your provided credit card to recover reasonable costs for damage of the property and/or its furnishings during your stay.

  • After-hours key lock out (at cost)
  • Cleaning/and or putting away of crockery, cutlery pots, pans etc. (at cost)
  • Replacement of lost keys, remote controls (at cost)
  • Removal of excess garbage, boxes, bottles etc. (at cost)
  • Damages/breakages to the above property (at cost)
  • $50.00 cleaning fee for unclean BBQs
  • Any other incidental charges that may be incurred as per our Terms and Conditions, which shall be deemed to form part of this agreement

The remaining balance will automatically be debited from your provided credit card 30 days prior to your arrival. We will email a receipt together with further information on the holiday property you have selected (including arrival details).

Frequently Asked Questions

The booking form needs to be completed and returned 21 days prior to arrival.

You need to ensure you include arrival and departure details to allow us to coordinate the Guest Liaison staff to greet you, or if travelling to Airlie Beach arrange key pick up.

You need to include credit card details to act as the bond/security for the property and complimentary buggy (Golf Buggy applies only to Hamilton Island).

We require at least one drivers licence to be completed.

  1. Peak-Season applies to the following periods;
    • Christmas/New Year
    • Easter
    • August Hamilton Island Race Week (3rd week in August)
  2. Mid-Season applies to average school holiday period in NSW and Queensland.
  3. Low-Season applies to all other dates.

30% deposit is due at the time of booking; the final balance is due 30 days prior to arrival.

Please refer to full Booking Terms & Conditions for further details.