Booking Terms and conditions

The holiday contract (“the contract”) is made between the guest (“you”) and the property owner (“the owner”) of the apartment (“the Apartment”) for which the contract is made. The term “guest” includes the person signing the contract and any person invited into the property by the guest. HostEzy is described as “us” or “we”.

You acknowledge that HostEzy operates as a booking and management service for short-term rental properties on behalf of property owners. Depending on the property, HostEzy may provide either full property management or guest-only management services. In all cases, the rental contract remains between you and the property owner. HostEzy acts as an agent facilitating the booking, payment processing, guest communication, and property services as applicable.

OCCUPANCY LIMITATIONS

All properties are let on the understanding that the accommodation is for holiday use only, for the period specified and that no right to remain in the accommodation exists for the applicants or anyone in the applicant’s party beyond the specified date and time.

At no time during the period of permitted use may the property be occupied overnight by more than the number of people specified on the booking form (including children & infants)

Guests must not sub-let the property nor use it for the purposes other than a holiday house.

No caravans, tents or other accommodations can be placed at the property without written permission.

CURRENCY AND GOODS AND SERVICES TAX

All HostEzy prices are in either New Zealand dollars (NZD) or Australian dollars (AUD) and include Goods and Services Tax (GST) unless stated otherwise.

For properties located in Australia, prices include Australian 10% GST where applicable. For properties located in New Zealand, prices include New Zealand 15% GST where applicable. Where a property is supplied by an owner who is not GST registered, GST may not apply. Tax treatment is determined based on the property’s location and the owner’s tax status.

CANCELLATION POLICY

This cancellation/alterations policy applies to reservations made on our website or directly with HostEzy for standard dates. If you have booked via an online travel agent such as Airbnb, Booking.com etc you will need to refer to their policies.

Cancellation or amendment of a booking by the guests are subject to the following terms:

• Full refund for cancellations made more than 30 days before arrival

• Cancellations made between 30 to 15 days before arrival forfeit 50% of the total booking cost.

• Cancellations made within 14 days of arrival forfeit 100% of the total booking cost.

• These cancellation terms do not apply to bookings that are noted as non-refundable.

The cancellation policy also applies to changes which decrease the overall value of a booking, for example decreasing the number of guests staying or shortening the length of stay.

Moving a booking to a future date may be possible. Before cancelling, please contact us to discuss this option.

ALTERATIONS POLICY

Any change that reduces the total value of your booking (e.g., shortening your stay, reducing guest numbers, or changing to a lower-priced property) is subject to the same terms as our cancellation policy. This means:

• Standard Dates:

o Changes made more than 15 days before arrival — rate reduced or refund of the reduced portion if balance is paid in full.

o Changes made within 14 days of arrival — no refund or rate reduction.

• Non-Refundable Dates:

o No refunds are available once the booking is confirmed. The rate may be reduced for changes made more than 30 days prior to arrival.

Transferring a confirmed booking from one property to another may be possible at our discretion, provided it is requested at least 30 days prior to arrival. An administration fee may apply.

Extensions to bookings (adding nights or guests) are subject to availability and may require immediate payment to secure the change.

Please select your home, dates and numbers carefully.

TRAVEL INSURANCE

We highly recommend having travel insurance for your booking whether you are traveling internationally, or domestically within NZ or Aus. We do not offer a refund inside of the cancelation period for personal circumstances, weather events, illness etc.

CREDIT CARDS AND DIRECT TRANSFER PAYMENT

We accept credit card payments via Stripe, which accepts a range of card types. All credit card payments are processed through a secure gateway, and a processing fee applies. If you wish to pay via bank transfer, please email us at host@hostezy.com.au for the payment details and to note this on your reservation. A valid credit card must still be provided to confirm your booking. If full payment via bank transfer is not received by the due date on your booking itinerary, we will charge the outstanding amount to your credit card.

SECURITY BOND

A security bond of up to $1000 may be required for some properties. Where applicable, the bond amount will be shown in your booking summary and must be paid prior to arrival. HostEzy may use the bond, or the credit card on file where no bond is charged, to cover costs for damage, missing items, breaches of these Terms, excessive cleaning, or other chargeable events. Any remaining bond balance will be refunded within 7–10 business days following checkout.

AGE RESTRICTIONS

Reservations are limited to persons over 25 years of age. All guests staying at the property unaccompanied by a parent or guardian must also be over the age of 25 years. We reserve the right at any stage to request photo identification from guests.

HEALTH AND SAFETY

Guests are responsible for familiarising themselves with potential hazards at the property and for taking reasonable care to ensure their own safety and the safety of others in their group. Guests must follow all safety instructions provided by HostEzy or the property owner, including any displayed at the property, and report any unrecorded hazards. HostEzy complies with applicable Australian and New Zealand health and safety laws, but guests acknowledge their duty to act responsibly while on the property and when using any supplied equipment.

PROPERTY SUITABILITY

HostEzy manages private homes/apartments. As such some properties may not be suitable for children or mobility impaired individuals. Please evaluate the property details and check with us if you have any questions. Reservations cannot be refunded if on arrival a property is found to be unsuitable for your needs.

CHECK-IN

You may check in to the property you have booked any time after the check-in time stated on the listing. Where an arrival after 8:00pm is required we ask that you make contact with us in advance so that we can ensure you understand how to access the property.

Should the guest arrive at the property after 8:00pm without having arranged this prior to the arrival date, the guest accepts that they may not be able to gain access to the property until the following morning.

Please ensure you have read and understood your arrival details fully so you are aware of how to access the property upon your arrival. These instructions will be sent to you within a day of your arrival, providing you have completed pre-check in. Please contact us at Host@HostEzy.com.au if you have not received instructions by this time.

Please notify HostEzy immediately if there are any issues at the holiday home upon your check-in.

Should you require an early check-in this must be arranged prior to your arrival. We will endeavour to accommodate your request, but please understand this may not be possible. A surcharge applies to all early check-ins, and the fee is displayed in your guest portal.

CHECK-OUT

Check-out time is stated on the listing. Should you require a late check-out this must be arranged by contacting us no earlier than the day prior to your departure. We will endeavour to accommodate your request, but please understand this may not be possible in busy periods as our cleaners need time to clean and prepare the property for guest arrival on the same day.

A surcharge applies to all late check-outs, and the fee is displayed in your guest portal.

Failure to completely vacate the property prior to 10am will result in a late check out fee being charged to your credit card.

NOISE AND RESPECT FOR NEIGHBOURS

Parties or gatherings of any kind (including hen/stag parties, weddings and pre/post wedding events) are not permitted. We ask that you respect the neighbours at all times. Noise levels must be kept to a minimum between 9pm and 8am and all language/behaviour must be respectful at all times day or night. If complaints are received and HostEzy, or our appointed security representative or Council noise control is required to attend the incident a $150 fee will be charged and the guest will be asked to quieten down where we see fit or asked to vacate the property immediately without refund.

Upon receipt of further complaints HostEzy reserves the right to evict the guests from the property immediately without refund. The $150 call out fee will be charged to the credit card held on file.

PROHIBITED CONDUCT

The following activities are strictly prohibited. Any breach may result in immediate eviction without refund, additional charges, and notification to authorities where appropriate:

Illegal Activity. No illegal, dangerous, or unlawful behaviour is permitted on or near the property.

Drugs. Use, possession, or distribution of illegal drugs or controlled substances is not allowed under any circumstances.

Commercial Use. No commercial filming, photography, events, or business activities may occur without prior written approval from HostEzy.

Fraudulent Bookings. Bookings made using false information, stolen payment methods, or misrepresentation of identity or purpose may be cancelled or terminated without refund.

Misrepresentation of Guest Numbers. Only the number of guests confirmed in the booking may stay at the property. Undeclared or additional guests may incur fees and may result in eviction.

HOUSEKEEPING

HostEzy holiday homes are not serviced during your stay. Should you require in-stay cleaning please advise us the level of service required and its frequency and we can arrange a quote, which is required to be paid prior to the service being carried out.

POOLS AND SPA POOLS

The sanitation of pools and spa pools is our highest priority. Each property lists what you need to do to ensure the hygiene of these facilities during your stay.

Children under the age of 12 years must not use a pool or spa pool without close parent supervision at all times

Pools and spa pools must not be used under the influence of alcohol or drugs at any time.

No food or drink are permitted in pools or spa pools at anytime.

Please do not use any products while in the spa such as bubble bath, cleanser, soap, shampoo or conditioner as this will contaminate the water and result in the pool needing to be emptied and refilled at your cost as per below.

If a pool or spa pool needs to be emptied due to obvious lack of care during your stay you will be charged a fee of $100.00 for spa pool and $500.00 for a pool.

Spa pools must not be turned off at any time without written permission from HostEzy.

KEYS

Keys are stored in the lockbox at the property. Alternatively, your holiday home may have an automated keypad on the front door. You will be notified of the unique code for your stay prior to your arrival. If you misplace your key during your stay, a surcharge of $100 will apply. Because of security considerations failure to return keys may result in a charge to cover the changing of locks on the home.

A call out due to lost keys or lockout will attract a non-negotiable minimum fee of $50 to be deducted from the guest’s credit card.

The guest will not change or install any locks on any doors or windows nor have additional keys made for any locks without the prior written consent of the Owner/Property Manager.

HIRE EQUIPMENT

Portacots and high chairs are available for hire. Please advise us at least three days prior to your arrival if you require a portacot or highchair. There is a surcharge per item for the duration of your stay. The fee is displayed in your guest portal.

You must take all reasonable care of these items during your stay if damage is caused you will be charged the replacement value of the item plus 20%.

PETS

The guest agrees not to allow any animals on the property without the written consent of HostEzy.

When pets are approved, a non-refundable $115 pet fee applies. Guests agree that pets must not be left unattended inside or outside the property at any time, all pet waste must be removed, and any damage caused by the pet will be the guest’s responsibility. All pets must remain off all furniture and beds.

SMOKING

Smoking is not permitted inside any property. Should smoke odours be detected additional cleaning and/or fumigation costs of $500 will be charged. If the smell cannot be removed and future guests are unable to occupy the property you will be charged the $500 fee plus the nightly rate for the period until the odour is removed and the property can be occupied again.

If smoking is permitted outside of the property you must ensure doors/windows are closed so the odour does not go inside, butts are disposed of safely and removed at the departure of your stay.

FIREWORKS AND OUTDOOR FIRES

No fires or fireworks are permitted at any time on any property. A call out due to either of these events from HostEzy will incur a $120 charge and instant eviction from the property without refund.

BEDDING CONFIGURATIONS

Please confirm at time of booking if bedding configuration requirements differ from those advertised (e.g. make up all beds as kings rather than king splits). Bedding configuration is always subject to availability – bedding configurations are not guaranteed, although HostEzy will make every effort to accommodate. Changes to standard bedding configuration made within 3 days of arrival incur a charge of $50. Any request to change the configuration upon arrival will result in a callout fee of $50

PROPERTY ACCESS

A HostEzy agent or the property owner may access the property at reasonable times to inspect, maintain, or repair it, or to ensure compliance with these Terms. Except in an emergency, reasonable notice will be provided to guests, and guests must not unreasonably withhold consent. In emergencies, HostEzy or the property owner may enter the property without prior notice.

PROPERTY MAINTENANCE

Although every effort is made to maintain properties in good order, wear & tear on rental property is unavoidable. Please notify HostEzy as soon as possible if a problem relating to the property exists. Every effort will be made to rectify any problem that exists in a timely manner. Repairs will be made as soon as possible after notification.

The Guest is responsible for the safe-keeping of the owner’s property and content during the period booked. Neither the owner nor HostEzy is responsible for any stolen or lost items. Be safe and lock doors and windows when you are away and at night as you would at home.

Any breakage or damage to content or structure of the building must be reported promptly to HostEzy and the owner will be entitled to recover from the guest the cost of any repair or replacement needed due to guests act or default.

Whenever the accommodation is left unattended, the guest will fasten all locks to all doors and windows and activate any burglar alarm, to prevent unauthorised access to the accommodation.

ON DEPARTURE

At the conclusion of the rental, the guest is required to leave the house in a neat and tidy state including leaving beds tidy, returning furniture to its original location, cleaning and putting away all dishes, cleaning the BBQ if it has been used and removing any noticeable children’s fingerprints from windows. The cleaning fee paid by the guest covers the cost of cleaners sanitising the bathrooms, toilets and kitchen, vacuuming the house, dusting all surfaces, changing of all linen and mopping all hard floors. If the house is not left in a neat and tidy state, we reserve the right to charge the guest for any additional cleaning that is needed at the rate of $50 per hour

LEFT PROPERTY

Personal items left behind at the at the property will be held for 30 days from the guests departure date. The guest agrees they will contact within 30 days of departure if they would like items returned. We will ask you to send a self-addressed pre-paid postal bag, once received, we will return the item.

SURCHARGES

Where appropriate we reserve the right to charge any surcharges against the credit card on file.

Should the home be left in a state requiring greater than the standard cleaning service the additional cleaning will be charged at $50.00 per hour.

All damages or missing articles will be charged at full replacement or repair cost plus 20%.

Should more than the booked number of individuals stay in the premises, we reserve the right to charge the additional nightly rate for extra guests plus 20%.

Special bedding configurations must be requested prior to your arrival. A fee of $50 will be charged for any changes requested after your arrival.

OFFICE HOURS

HostEzy office hours are 8.30am – 8pm, Monday to Friday.

Any non-urgent emails, requests will be responded to during office opening hours for any urgent matters we can always be reached via the messaging service or the contact phone number on the booking.

CHANGES AND CANCELLATIONS BY HOSTEZY

There are occasionally unforeseen occasions on which a booked property becomes unavailable. Should this occur HostEzy will use its best endeavours to find suitable alternative accommodation or refund all charges. Should the Guest accept a substitute property of their choice, the Guest will pay or receive the difference in rate for the new property. No further compensation will be made or liable for. In the event of a property sale, HostEzy reserve the right to cancel future bookings, however, will endeavour to relocate the reservation to a similar property in liaison with the guests.

MARKETING

All reservations will be opted in to our marketing emails. You can opt out of receiving marketing emails from us at any time by clicking the “unsubscribe” link at the bottom of our marketing messages.

Also, all opt-out requests can be made by emailing us using the contact details provided.

INSURANCE AND NO LIABILITY

The Renter will not do anything that could adversely affect the Owner/Property Manager’s insurance over the Accommodation.

The personal effects of the Renter will not be insured by the Owner/Property Manager. The Renter acknowledges that all personal items and vehicles (including vehicle contents) of the Renter remain the Renter’s responsibility and the Owner/Property Manager accepts no responsibility for loss or damage.

In the event that the Renter uses extra facilities at the Accommodation including, but not limited to, kayaks, dinghies, bicycles, trampolines, spas and swimming pools, such use is entirely at the Renter’s own risk at all times and the Owner/Property Manager accepts no responsibility for any injury or loss to the Renter. Children are to be supervised at all times by a parent or responsible adult.

HostEzy do not accept liability for acts or omissions of third parties that may prevent or disrupt a guest’s booking. Information and descriptions are supplied in good faith.

Certain features or facilities may not be available from time to time due to circumstances beyond our control for which HostEzy accept no responsibility.

No liability can be accepted by HostEzy for any injury, loss, or damage to the guest or guest’s property or any visitor to the rental property, arising out of or in connection to use of the rental property.

PRINCIPLE

The guest agrees, that should all of these conditions not be adhered to, the owners or their agents will have the right to immediately terminate this contract and the guest and all other persons will vacate the property immediately if requested to do so by the owner or a representative. In this event, the guest agrees that no refund will be due or paid for any unused accommodation nights.

AGREEMENT

The guest agrees by loading your credit card details, accommodation charges or a security bond (as applicable) to secure your reservation to be bound by these terms and conditions. They also authorise booking agents to release to HostEzy credit card details and authorise HostEzy to charge the credit card for additional cleaning, damage, loss and other charges as detailed in these terms and conditions.

FORCE MAJEURE

HostEzy does not accept any liability where a Guest(s) booking is affected by ‘force majeure’. In the context of these terms and conditions, ‘force majeure’ is any event that we could not, even with due care, foresee or avoid. These events include but are not limited to war, threat of war, riot, civil commotion or strife, hostilities, industrial dispute, natural disaster, fire, acts of God, terrorist activity, nuclear disaster, adverse weather, government action, technical problems with transportation or other events outside our control.

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