In these booking terms and conditions, "you" and "your" means all persons named on the booking (including anyone who is added or substituted at a later date). "We", "us" and "our" means Rentavilla.
1. Rentavilla Acts as Agent Only
All of Rentavilla accommodation is provided as an agent on behalf of third party suppliers ("Third Party"). Your contract for that arrangement will be with that Third Party. Rentavilla has a range of Third Party supplier across Europe and North America and each Third Party has it own terms and conditions which will form the basis of your contract with them. When we acknowledge your booking request, you will be sent a link to the Third Party’s terms and condition. You
must read these carefully. We act as agent only for that Third Party and we have no liability for any acts, omissions or promises made by the Third Party or their associated suppliers and agents.
2. Making Your Booking
To make a booking, your party leader must be over 18 year old and must be authorised to make the booking on the basis of these Booking Terms and Conditions by all party members named in the booking. The party leader confirms that they are authorised to represent the party and that all party members agree to be bound by these Booking Terms and Conditions. Upon receipt of your booking form, deposit and other relevant payments (if any) we will send you an acknowledgement by email that your booking
has been received by us. This acknowledgement is your confirmation we have received your booking request and have passed it on to the relevant Third Party. Unless otherwise stated in writing, this is not a confirmation of your booking.
When your booking is confirmed by the Third Party, we will send this confirmation to your party leader. Please check this carefully. If any information is incorrect or incomplete you must contact us within 24 hours with the correct information. Change after this time may not be possible. We will have no responsibility for any errors in any documentation except where those errors were made by ourselves.
3. Payment
After receiving confirmation of your booking you will normally have 5 business days to pay a deposit to secure the booking. This period can be shorter for some operators and in some seasons. If the period is less than 5 days, you will be informed of this at the time of booking. The deposit is normally 25% of the total accommodation cost but can be more with some operators. If it is more than 25%, we will advise you at the time of booking. The balance must be paid prior to your arrival at
the property. This is normally within 12 weeks of your arrival at the property but can be longer with some operators. If it is more than 12 weeks, we will advise you of this at the time of booking. This relevant payment date will be shown on the confirmation invoice. Bookings made within 12 weeks of departure must be paid in full at the time the booking is confirmed. If full payment is not received by us by the due date the booking may be cancelled at our discretion. In these situations,
the deposit is not refundable.
A booking fee of AUD 30 (AUD thirty) is payable for each booking at the time the deposit is paid. Multiple properties booked at the same time will attract only one booking fee.
Most properties also require a security deposit to be paid. For most properties, this will be payable in cash to the property manager on arrival. In some cases, the security deposit will be payable at the time the booking is made. If this is the case, you will be informed of this at the time of booking.
Payment can be made via direct debit to our bank account, by credit card or by cheque. Cheques must be payable in Australian dollars only and drawn on Australian banks only. Credit card payments can be made by Mastercard or Visa only (we do not accept Diners Club or American Express) Credit cards will attract a surcharge of 2.0%. Direct debit and online payments are securely handled by Westpac Banking Corporation.
The party leader is responsible for making all payments due to us.
4. Your Contract
Unless otherwise confirmed by us in writing at the time of booking, your contract is based on the terms and conditions of the Third Party and commences at the time you pay the deposit.
5. Prices
While usually accurate, the prices shown on our website are a guide only and will be confirmed at the time of booking. Generally, prices only change during times of volatile foreign exchange fluctuations.
6. Changes to Your Booking by You
Should you wish to make any changes to your confirmed booking, you must notify us in writing as soon as possible. (If you notify us by email you should receive a "change request received" email within 24 hours; if you do not receive one, please contact us again.) We will do our best to assist you but cannot guarantee we will be able to meet your request. Where we can, an amendment fee of A$100 per booking per week will be payable together with any costs incurred by ourselves and any
costs or charges incurred or imposed by any Third Party.
7. Cancellation and Insurance
a. Cancellation by You
Should you or any member of your party need to cancel your booking after confirmation, the party leader must immediately advise us in writing. Your notice of cancellation will only be effective when it is received in writing by us at Rentavilla Pty Ltd, Level 11, Tower B, 821 Pacific Highway, Chatswood NSW 2067 and acknowledged. If you notify us by email you should receive a "cancellation request received" email within 24 hours; if you do not receive one, please contact us again.
The cancellation fee should be described in your contract with the Third Party. If not, the follow cancellation fees will apply.
| Time of Cancellation | Cancellation Fee |
|---|---|
| Within 7 days of departure | 100% of holiday cost |
| 8 to 30 days prior to departure | 90% of holiday cost |
| 30 to 60 days prior to departure | 50% of holiday cost |
| > 60 days prior to departure | Deposit Only |
Depending on the reason for cancellation, you may be able to reclaim some or all of the cancellation charges under the terms of your insurance policy. Claims must be made directly to the insurance company concerned.
We strongly recommend that you and your party take out adequate travel insurance. You should arrange your own insurance. You should carefully read any references to insurance claims in the Third Party terms and conditions.
Should you decide to vacate the property before the end of the booking, the remaining time will be treated as having been cancelled and no refund will be made.
b. If the Third Party Changes or Cancels Your Booking.
If there is a change to your booking by the Third Party we will pass on the new details to you together with any compensation that the Third Party may offer. As agent only for the Third Party we cannot accept any liability for any changes or cancellations made to these bookings.
8. Force Majeure, Events Beyond our Control
Except where otherwise expressly stated in these booking conditions, we regret we cannot accept liability or pay any compensation as a result of "force majeure". In these Booking Terms and Conditions, "force majeure" means any event which we or the supplier of the service(s) in question could not foresee or avoid. Such events may include war or threat of war, riot, civil strife, actual or threatened terrorist activity, industrial dispute, natural or nuclear disaster, adverse
weather conditions, fire and all similar events outside our control.
9. Our Liability to You
Rentavilla acts only as a booking agent between you and the Third Party. While acting in good faith, Rentavilla is not responsible for any action by the Third Party, or their employees, that causes loss or injury to persons or property whether by negligence or otherwise.
Except where limited by law, if we are at fault in relation to any service we provide as agent for the Third Party our liability to you is limited to the commission we earn or are due to earn in respect of the booking in question.
10. Dispute Resolution
In the unlikely event that you have a dispute with us or the Third Party supplier you must immediately inform us and the supplier. Any communication must be confirmed in writing and given to our representative and the supplier as soon as possible. Most problems can be dealt with quickly. If the dispute is unresolved during your travels, you must write to us within one month of your return to Australia giving your booking reference and full details of the matter. Only the party leader should
write to us.
In the event that you have a complaint against the Third Party supplier we will assist you in resolving this complaint. Any assistance provided is done so on a goodwill basis and in our capacity as agent.
In the first instance, any dispute should be resolved through discussion and negotiation. If this is not successful, the dispute should be referred to mediation. If this is not successful the dispute will be governed by the laws of New South Wales.
We value and respect all customer feedback and are committed to resolving all disputes to the satisfaction of the customer.
We believe that successfully resolving disputes is essential to building customer loyalty.
11. Access to Properties
In accepting theses terms and conditions you acknowledge that renting a villa or apartment is generally more complicated than staying at a hotel, and is best suited to independent and experienced travelers. You also acknowledge that it may be necessary to travel to the office of the property manager to pick up and return the key, and that if you have chosen a villa or apartment in a remote or difficult to access location there may be some delays in reaching the final destination.
12. Behaviour
When you book with us, you accept responsibility for any damage or loss caused by you or any member of your party. Full payment for any such damage or loss must be paid direct at the time to the accommodation owner or manager or other supplier. If you fail to do so, you will be responsible for meeting any claims subsequently made against us (together with our own and the other party’s full legal costs) as a result of your actions. Outstanding claims will be deducted from the authorised
credit card.
We expect all clients to have consideration for other people. If in our reasonable opinion or in the reasonable opinion of any other person in authority, you or any member of your party behaves in such a way as to cause or be likely to cause danger, upset or distress to any third party or damage to property, we are entitled, without prior notice, to terminate the holiday of the person(s) concerned. In this situation, the person(s) concerned will be required to leave the accommodation or other service. We will have no further responsibility toward such person(s) No refunds will be made and we will not pay any expenses or costs incurred as a result of the termination.
13. Limits on the Number of Occupants
The number of occupants staying at a property must not exceed the maximum number stated on the booking form. The booking form must include the names of all parties who will be staying at the property.
14. Pets
Pets are not permitted without the written consent of the Third Party.
15. Conditions of Suppliers
Many of the services which make up your booking are provided by independent suppliers. Those suppliers provide these services in accordance with their own terms and conditions. Some of these terms and conditions may limit or exclude the supplier's liability to you. Copies of the relevant parts of these terms and conditions are available on request from us or the supplier concerned.
The property owner or manager shall have reasonable rights of access to the property during your occupancy. This access may be required for repairs, maintenance or cleaning.
You are responsible for leaving the property in the same state in which you found it and to pay all relevant local charges. Any outstanding local charges will be deducted from the authorised credit card.
16. Special Requests and Medical Problems
If you have any special request, you must advise us at the time of booking. Although we will endeavour to pass any reasonable requests on to the relevant supplier, we regret we cannot guarantee any request will be met. Failure to meet any special request will not be a breach of contract on our part. Confirmation that a special request has been noted or passed on to the Third Party or the inclusion of the special request on your confirmation invoice or any other documentation is not confirmation
that the request will be met. Unless and until specifically confirmed, all special requests are subject to availability.
We regret we cannot accept any conditional bookings, i.e. any booking which is specified to be conditional on the fulfillment of a particular request. All such bookings will be treated as "standard" bookings subject to the above provisions on special requests.
If you or any member of your party has any medical problem or disability which may affect your holiday, please tell us before you confirm your booking so that we can advise as to the suitability of the chosen arrangements. In any event, you must give us full details in writing at the time of booking. If we or any Third Party reasonably feel unable to properly accommodate the particular needs of the person concerned, we must reserve the right to decline their reservation or, if full details are not given at the time of booking, cancel when we or the Third Party become aware of these details.
17. Passports, Visas and Health Requirements
We will always endeavour to advise of current passport, visa and health requirements but it is your responsibility to check for your own specific needs. For information on your own specific health requirements, you should consult your doctor.
It is your responsibility to ensure that you are in possession of all necessary travel and health documents before departure. All costs incurred in obtaining such documentation must be paid by you. We regret we cannot accept any liability if you are refused entry onto any transport or into any country due to failure on your part to carry correct documentation. If you or any member of your party is not an Australian citizen or holds a non Australian passport, you must check passport and visa
requirements with the Embassy or Consulate of the country(ies) to or through which you are intending to travel. If failure to have any necessary travel or other documents results to fines, surcharges or other financial penalty being imposed on us, you will be responsible for reimbursing us accordingly.
18. Prices and Website Accuracy
Please note, the information and prices shown on our websites may have changed by the time you come to book your holiday. Whilst every effort is made to ensure the accuracy of the websites and prices, regrettably errors do occasionally occur. You must therefore ensure you check all details of your chosen booking with us at the time of booking. We are not responsible for any pricing errors made by Third Parties.
19. Safety Standards
Please note that foreign countries safety requirements and standards will generally not be the same as Australia and may sometimes be lower. You are responsible for determining whether the safety requirements and standards in your destination country are acceptable to you.