Terms & Conditions
By making a booking with Complete Host (Complete Host Unit Trust ABN 92 129 974 749, referred to as "Complete Host", "we", "us" or "our") You (the guest who made the booking) are agreeing to the Terms and Conditions outlined here. Any breach of these Terms and Conditions can lead to Complete Host refusing entry, amending the payment amount, or immediately terminating the booking without refund.
This Internet site is operated by Complete Host. We provide a service for booking short stay accommodation within properties throughout Melbourne. By accessing this Internet site or using our service you agree to these Terms of Conditions. Our booking service is provided subject to these Terms and Conditions
BOOKING AND PAYMENT TERMS
To book the Accommodation, we require that you make the full Payment upon booking, at which time you have entered into the Rental Contract with Us.
A Pre-authorisation of $250 AUD, which is referred to as "Refundable Deposit" on our website, will be processed from a credit card supplied by You. The Pre-authorisation is specified as being due to be paid "Upon Arrival", and this is defined as being able to be processed from 2pm of the day prior to the day of your checkin. This Pre-authorisation will be reversed within 7 days from departure of the Accommodation, pending a satisfactory final inspection of the Accommodation by us and return of the keys. Complete Host reserves the right to withhold all or part of the pre-authorised amount of $250AUD for violations of the terms and conditions including but not limited to smoking, more guests in the property than were booked, holding a party or loud gathering, damaging items and/or furnishings in the property, failure to return keys, or theft of any items.
To facilitate processing of the Pre-authorisation, We will send You a Credit Card Authorisation Form on the day that you book. We require that this is returned within 48 hours.
To enable your identity to be confirmed we require that you send to us electronically a government approved identification document. The name on the identification document must match that of the credit card provided for the pre-authorisation and the booking name. Failure to provide this identification will lead to cancellation of the booking without refund.
If the booking is cancelled by You within 30 days of arrival, no refund will be issued. If the booking is cancelled by You outside of 30 days from the date of arrival, a 70% refund of the total booking cost will be provided.
Properties are for guests only. No outside guests are permitted on the premises without pre-arrangement in writing from Complete Host. 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.
PARTIES AND NOISE
Parties and/or events of any kind are prohibited. For the purposes of this Agreement, the host will consider that there is a party inside the Property whenever the number of daytime occupants in the Property exceeds the number of guests outlined in the reservation. Notwithstanding the former provision, even if the number of guests is not exceeded, all other common definitions of a party will be accepted, whenever the noise level inside the Property is beyond what is accepted as normal. In the event that a non-authorised party or event takes place at the Property, this Agreement will be immediately terminated, the property must be vacated and the entire amount of the accommodation fees and Security Deposit provided by You will be forfeited, in addition to any costs associated with legal remedies that may be necessary. You agree to keep the noise level inside the Property under respectable levels, so as to not interfere with the peace and quiet of any person outside the boundaries of the Property. Failure by You to adhere to this clause will be considered a breach of this Agreement. Any police enforcement actions will be at the sole risk and expense of You.
PROPERTY & FURNISHINGS
The description of the premises is given in good faith. From time to time, changes occur at properties, updates are made to furnishings for the improved experience of the guest. We therefore take no responsibility for irregularities from descriptions or photos that do not exactly depict the property or furnishings within the unit.
The Host guarantees that the apartment will be consigned in a good state of maintenance and free from any defects which may influence negatively upon the Guest. If, upon arrival, The Guest should find the property defective in any way, they should notify Complete Host immediately so we can provide for any needed repairs. The Guest agrees to return the apartment in the same condition in which it was consigned.
Complete Host properties are located in inner city locations where, from time to time, there may be building / construction on property within the nearby vicinity of the property booked. Complete Host takes no responsibility for any issues relating to noise on neighboring properties.
MOVEMENT OF FURNITURE
The apartment must be left in the same state in which it was given, including all furnishings in their original position. Movements may cause unnecessary damage to items and the property itself, and can cause excess cleaning time due to complex housekeeping inventory checks. Any damages/excess cleaning caused by movement of items or furniture will be taken from bond.
Essentials are supplied for a comfortable stay, fresh bed linen, towels, crockery, cutlery, toiletry items, detergents etc. Essentials such as toilet paper, soap and other disposable items are provided to get you started on your first few days of your stay; you should plan on making a trip to the grocery store to replenish these items as you need them.
Pets are not permitted in any property. If Complete Host discover any evidence of a pet staying at any apartment, You will be charged any damages caused and any additional cleaning or deodorising expenses will be deducted from the deposit.
Check-in is available from 2pm on the day of arrival. There may be variations to these times, if so guests will be advised accordingly. Early check in times are subject to availability and may incur half/full day charges.
At or prior to arrival Complete may request sighting of photo I.D. and credit card with the same name as stated on the booking confirmation. Refusal to provide such documentation will result in immediate termination of the booking and loss of the booking costs and deposit from the Guest.
Check out time is10am. Our Cleaning Service may be punctual and arrive exactly at 10am and often have a short time between guests to get the apartments ready for the next guest. There will be a $50 fee if You have not checked out by that time. In addition we will charge You $50 for every hour overstayed and we reserve the right to enter the Property, remove your belongings, change the locks to the Property and take such further action as may be necessary (and we will charge you for the costs of any such action) you will also be liable for the cost of any additional days (calculated daily) for any unauthorised overstaying.
Each property will be inspected and cleaned after your departure. The cleaning fee you have paid will cover a standard clean and linen launder. To avoid additional cleaning charges, you are required to leave the property in the same general condition that you received it. If additional cleaning is required, appropriate charges will be deducted from your security deposit at the rate of $50 per hour. Dishes should be cleaned (and/or placed in the dishwasher and turned on) and rubbish and food items removed.
Furthermore, to avoid additional cleaning charges dishes should be cleaned properly including grease build up and burns on pans. Excess food & rubbish should be disposed of. A replacement fee will be charged for towels stained by hair dyes, bleaches, tanning & make up and greasy burnt saucepans. Finger prints and food spillages caused by infants must be cleaned also. Please note that there is no need to clean the bed linen or towels as these will be professionally laundered.
Keys will be available at the property upon arrival. Guests will be provided with details of the key location and/or access codes via email after final payment has been received and Pre-authorisation processed. Guests are requested to take the access information with them in order to access the property. On departure, all keys are to be left inside the cutlery drawer where they will be collected by our team. Only one set of keys is provided as standard. A second set may be possible but will require a booking alteration of $250 to be added to your booking. The guest must notify Complete Host that an extra set of keys is required more than 48 hours before check in and have provided Complete Host the $250 additional deposit . Notification by the Guest of the requirements of extra keys with less than 48 hours notice may be possible but the Guest accepts that Complete Host will charge an additional $75 callout fee to deliver the keys to the Guest.
In some instances, Complete Host will provide the keys to The Guest by lockbox. The Guest must follow the instructions on how to access keys from the Lockbox. Once keys have been retrieved, the Guest must then follow the instructions provided by Complete Host on detaching the lockbox from the structure it is attached to and bringing all components (including hook, box, cable and pouch if applicable) inside the Unit with them. The Guest is to leave the Lockbox on the dining table for collection upon checkout for a Complete Host representative to collect. The Guest will be charged from the pre-authorisation any costs in the replacement or damage caused to the Lockbox by failure to follow instructions provided by Complete Host.
To ensure the apartment remains odour free and to minimize cleaning costs, smoking inside the apartment is not permitted.
COMPLETE HOST AUTHORITY
You acknowledge and agree that Complete Host has the final authority regarding all matters related to Your use and occupancy of the Property. The wireless internet network and TV are provided “as-is" without any warranty. The Guest assumes all risks and responsibilities for use of the internet network. You assume the liability for and the entire cost of any damage resulting from the use of the network and the information accessed by the network. Under no circumstances will Complete Host be liable for any damages whatsoever resulting from Your use or inability to use the network, the infection or download or upload of or by any virus, spyware, worm, offensive materials, copyright infringement, unlawful use, or any other use related damage.
You agree to accept liability for any damages caused to personal property (other than normal wear and tear) due to actions from yourself, other authorised occupants, or any other persons from time to time present in the Property during the period of your occupancy, including, but not limited to, landscaping, misuse of appliances, and/or equipment and furniture.
You must notify Complete Host of any damage to the Property, contents fixtures or fittings which occurs during your stay, even if you regard the damage as fair wear and tear or if you do not believe the damage is your fault. Complete Host will make the final determination as to whether the damage constitutes fair wear and tear in the circumstances.
If you do not notify Complete Host of any such damage you will be fully liable for the damage on a full replacement basis.
You will be charged at $50 per hour for a Complete Host contractor to manage the coordination of trades to repair damage caused as well as full amount of repair.
Any deductions for property damage will be taken from the credit or debit card details you have supplied and/or on which we have pre-authorised an amount as a security deposit. For the avoidance of doubt, you will be liable for the full amount of any damage over and above the Pre-authorised security deposit amount.
If any key to the Accommodation is not returned upon check-out, you will be charged for changing all related barrels and a full set of new keys.
LIMITATION OF LIABILITY
All conditions and warranties of any type in relation to our services are excluded to the maximum extent allowed by the law. To that extent, we exclude liability for:
Anything that may happen to you or your guests whilst attending the Property including for any death, personal injury, loss of property or otherwise;
Any errors or omissions in the information provided about each listed property (including without limitation the photos and property and facility descriptions which are provided by the Owner)
Any error, interruption or non-availability of the site; and
Any indirect, special and/or consequential loss, liability, damage, cost or loss incurred by using our service.
To the extent permitted by law, our liability for any breach in relation to our supply of this service is limited, at our option, to re-supplying you with the services or paying you the cost of having the services re-supplied.
We do not exclude any rights and remedies available to you under the Trade Practices Act (Cth) or any similar state or territory legislation that cannot be excluded, restricted or modified.