Guest Help Centre
Contact information
Monday to Friday 9am – 5pm
Saturday and Sunday – By appointment
After hours emergencies – 0447 733 608 – SMS ONLY
Email – holidays@getawaypm.com.au
Your reservation
Your booking commences at 2pm (3pm during super peak periods) on the confirmed date of arrival, keys are to be collected from key safe at property or from our office within business hours as instructed on pre-arrival message.
We do not allow early check in to properties as we have to allow our clean team enough time to ensure the property is cleaned to our COVID safe standards.
The property must be vacated by10am sharp on the date of departure unless you have arranged and paid for a late check out. Keys are to be returned to the key safe immediately following vacating. Getaway PM are super strict on a 10am checkout as we have cleaners and property managers booked on your day of departure to ensure the property is left in good order, clean and COVID safe for the next guest arrival.
If cleaners arrive at the property and see a car present at the property, they will not come to the door and call out fees will be applicable to your booking. Late departures will be charged a fee of $550.00. This will be taken from the security bond OR Credit card as part of our terms and conditions.
If you’d like to make a change to a confirmed reservation, you can submit a change request to Getaway Property Management by emailing holidays@getawaypm.com.au
If Getaway Property Management agrees to the changes, they will be applied automatically, and you’ll be charged if necessary. Any change in price will be shown before you confirm the request.
If the request is declined or you do not receive a response, your reservation will stay the same.
You can add or remove guests from your reservation prior to checking in, but you cannot change the guest count once your reservation has started.
Contact our friendly team if you have any further queries, we are always happy to help.
If your booking has commenced and you would like to extend the length of your reservation, simply submit a request using our guest contact form. Once your booking extension request is accepted, your reservation will be updated and your payment details on file will be charged.
Please note daily property rates are variable based on fluctuations in demand and seasonal factors.
Pet friendly
While not all properties our pet friendly, we do have a range of nominated pet friendly properties that can be located using our search feature. These properties pertain to one pet(cat or dog). should you wish to bring additional pets during your stay, please consult with our team
No, other pets are welcome, however guests MUST seek prior approval from Getaway Property Management.
Looking for more space? Check out the options for farm stays on our website.
Terms and policies
If you have secured your booking through a 3rd party platform including Booking.com, Airbnb or HomeAway, please check the cancellation policy located on the respective website.
You can view our cancellation policy located in our Terms & Conditions
Once you have reviewed the cancellation policy, please contact our team by emailing holidays@getawaypm.com.au
Maybe you just need the peace of mind before booking, or perhaps you need to cancel right now. Please view our cancellation policy located in our terms & conditions
Good news—if you are eligible for a refund, you will get it automatically within 10 business days. Maybe even sooner.
We’ll send your refund as soon as you cancel, but your bank or credit card issuer may take longer to get it to you—it all depends on how you paid and where you live.
If your trip has started and you want to change the length of your reservation, you can submit a change request to Getaway PM for their approval.
If Getaway Property Management accepts the change request, your reservation will be updated and you will be charged or refunded as necessary. If Getaway Property Management has changed the listing price, your new total will reflect this change.
Terms and Policies
Damages must be reported to Getaway Property Management within 24 hours of incidence. The Guest is responsible for any damage, breakages or loss incurred during the period of occupancy. Costs associated with damage, breakages, excess cleaning or loss will be charged to the Guest and deducted from the bond Or credit card on file together with an administration fee.
Smoking is not permitted inside any holiday property. All cigarette butts must be removed from the premises prior to guest departure.
The guest must immediately (within 24 hours) notify Property Management of any complaint or problem with the property.
Please report all maintenance to our team by emailing hoildays@getawaypm.com.au
Vacating the property
Getaway Property Management guests must abide by the Mornington Peninsula Shire’s Short Stay Rental Accommodation Local Law 2018. This can be viewed here: https://www.mornpen.vic.gov.au/files/assets/public/new-website-documents/about-us/laws-amp-regulations/short-stay-rental-accommodation-local-law-2018-adopted-24-april-2018.pdf
Under these local laws, unacceptable behaviours include:
- aggressive behavior
- yelling
- screaming and arguing
- loud cheering, clapping and singing
Off-street parking must be provided for all occupants’ motor vehicles.
Additional accommodation is not allowed on site by way of tents, caravans, campervans or similar facilities.
Outdoor areas including swimming pools, spas, outdoor decking and balconies are not to be used between 11pm and 7:00am.
Extra charges which may apply but are not limited to:
- Extra cleaning/and or putting away of crockery, cutlery pots, pans ect. — $50 per hour
- Cleaning of BBQ — $220 Minimum
- Evidence of smoking inside property resulting in necessary
fumigation — $250 Minimum - Cigarette butt removal (indoor & outdoor) — $250 Minimum
- Evidence of a pet at a non pet friendly property resulting in extra cleaning/
fumigation — $250 Minimum - Removal of any animal waste at a “Pet Friendly Property” — $150
- Loss of Keys — At Cost
- Damages and/or Breakages — At Cost
- Telephone and/or internet access (when available) — At Cost
- Removal of excess rubbish. — $70 per bag
- Bins will not be collected if they are overflowing, nor will bags be
collected. Please take any excess with you or contact our
office to arrange payment for removal.
- Emergency call out, when it is of guests own fault — $150 per hour
Please report any breakages or damage to our team within 12 hours.
NOTE: Rural locations may not require bins to be taken out- Please see your house rules.
Rubbish bins are emptied once per week at most properties, recycle bins are emptied every second week. Bins must be placed on the nature strip upon departure or early on collection dates at each property. Otherwise follow the instructions at the property.
Rubbish bags left on the nature strip will not be picked up by the garbage collectors; it is the Guests responsibility to remove all excess waste and ensure that bins are left out to be emptied. Please ensure all bins are left out the night before you leave the premises, or if bin night falls during your stay please ensure bins are put out. Bins left overflowing with garbage, or any excess rubbish left at the property will incur a fee of $70.00 per bag and will be deducted from security deposit OR Credit card on file. If bins are found full, it must immediately be reported to the agent at the commencement of your stay.
Payments, pricing and refunds
Your deposit is due within 24 hours of making your booking. If a deposit is not received then your booking is not confirmed.
al payment is due in full 30 days prior to check in. If payment is not received, Getaway reserves the right to cancel your booking.
If you are eligible for a refund, it will be automatically processed within a maximum of 10 business days.
Please note depending on your bank or credit card issuer slight delays may occur, should you have any queries please don’t hesitate to get in contact with our team.
COVID-19
Given the exceptional circumstances Victoria is currently faced with, Getaway Property Management are offering flexibility for all Covid-19 effected bookings.
- Change of date up to 12 months in advance, if the guest (on the booking) tests positive for COVID -19 and is required to isolate by the Victorian Government. Date change will be subject to availability and any difference in rate will apply and be payable by the guest/s.
- The guest MUST immediately advise Getaway Property Management in writing of a positive COVID-19 test result. It is not acceptable to advise the office days after a positive case. It is the guests responsibility to provide as much notice as possible to Getaway PM. If you have advised GPM days after a COVID-19 positive, you may not be eligible for a change of date.
- Guest (Person on the booking) must provide GPM evidence of a positive COVID- 19 test from a Government body in writing.
- All Guests attending the property must provide a driver’s license for every guest that was or has been registered on the GPM booking form.
- Refunds will be accepted if the booking is outside 30 days prior to arrival. Less 2% credit card surcharge and $55.00 Administration fee. Refunds will be provided to guest within 10 business days of cancellation.
Please note bookings made through any other booking platforms (Airbnb, Homeaway, Booking.com) will be subject to their extenuating circumstances policies and OR the above Getaway Property Management COVID cancellation policy.
We encourage you to visit the Victorian State Government Department of Health and Human Services website for up to date travel information.
