Frequently Asked Questions

Don’t see the answer you’re looking for? Check out our full Terms & Conditions, Pet Policy, or Get in touch here.

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What happens if I cancel due to COVID-19?

We understand the uncertainty of travelling during this time and we are here to help you make a confident decision when booking direct with McGrath. If your reservation has been impacted directly by COVID-19 in regards to Government issued travel restriction, health risks or event cancellation under government guidelines, we will waive our $165 cancellation fee and refund you all monies paid, less the non-refundable booking fee of $77. 

Alternatively, we can also offer to postpone your booking completely free of charge as many times as you like up to 12 months in advance.

Please note that if you have booked with a third party such as Airbnb, HomeAway/Stayz, or Booking.com, we are bound to abide by the current COVID-19 policy as set by these parties at that current time. Contact us directly and we can assist you further on this matter should you have any questions or concerns.

For our full terms and conditions, click here.

Do I have to pay upfront?

You only have to pay a 25% deposit + $77 non-refundable booking fee upfront. The balance is due 14 days prior to arrival. Methods of payment include:

  1. Direct Deposit via Internet Banking (no additional charge)
  2. Credit Card payment online or over the phone (2% surcharge). Amex & Diners not accepted.

Can I bring my pet?

No holiday is complete without your furry friend! We have several pet-friendly properties on our website that will be clearly identified. A pet fee applies per pet and you must agree to our Pet Policy. Don’t forget to add the number of pets when booking.

Is there a discount for long term stays?

For stays of under one month we cannot offer you a discounted rate, however if you would like to enquire for stays over one month but under 6 months, please enquire directly and we can contact the owner with your request.

Booking Questions

How do I cancel a reservation?

Cancellation by Guest: Will incur a cancellation fee of $165 + GST in addition to the non-refundable booking fee.

If the property is re-let for the total period formerly booked by you, the cancellation fee only will be charged and the balance refunded 

If the property is not re-let for the total period formerly booked by you, ½ the tariff will be charged with the exception being Christmas, Easter, School Holidays or Special Events when the full tariff will be charged. 

Cancellation by Owner: The agent does not accept any responsibility for actions taken by the owner of the premises outside of our control and we reserve the right to cancel any booking should we be instructed by the owner, including the sale of the property. Should this occur, every reasonable endeavour will be made to offer alternative accommodation or offer a full refund.

When am I charged for a reservation?

You only have to pay a 25% deposit + $77 non-refundable booking fee upfront. The balance is due 14 days prior to arrival. Methods of payment include:

  1. Direct Deposit via Internet Banking (no additional charge)
  2. Credit Card payment online or over the phone (2% surcharge). Amex & Diners not accepted.

How do I re-book my holiday home?

To book the same property for the same dates the following year, you must book the property prior to your departure and make a 25% deposit + $77.00 booking fee.

Help on your reservations

What time is check-in?

Check-in is generally 2pm on the day of arrival.  If your property is ready earlier or later, our team will contact you directly. Full payment is required before keys will be handed out.

What time is check-out?

Keys must be returned by 10am on the day of departure Failure to vacate will incur an additional charge. *In the event of an early departure, there is no refund.

What happens if I lose my key?

If you experience a lock-out during office hours, contact us directly at 02 6658 1117.

If you require a duplicate set of keys after hours, a $110 callout fee is applicable and must be paid in cash to the agent, upon delivery/collection.  Please call the emergency number listed on our contact page here.

Do I need to clean the property before check-out?

Our housekeepers do not remove garbage or wash dishes for guests so please ensure that all garbage is removed from your holiday property and placed in the council bins provided. All properties are to be left in a clean and tidy manner upon vacating. Please wash all dishes and put away prior to departure and ensure BBQs are left clean and tidy. Failure to do so will incur an additional charge of $50.00.  Please do not hesitate to contact the office if there are any cleaning issues on arrival. 

My kerbside bin is full, what do I do?

Please contact the office at 02 6658 1117 and we can arrange a one-off pick-up for you.

My BBQ gas bottle ran out, what do I do?

If the gas bottle is empty or you run out, please find your nearest SWAP & GO centre here. Please keep your receipt and we will arrange reimbursement. 

What should I do if I forgot something at a place I stayed?

Simply get in touch with our team at holidaycoffscoast@mcgrath.com.au and we will help track down your missing items. We will assist with arranging postage at your own cost to your home or next destination.

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