Devine Escape
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Terms and Conditions

Important

Please ensure that all members of your party have been made aware of the following Standard Terms & Conditions. By paying for and accepting the supply of a Room or Rooms means you and your party accept and agree to be bound by these Standard Terms & Conditions during your stay at Devine Escape.  If you do not accept these conditions you should contact Devine Escape immediately and prior to accepting supply of the Room.

Check-in & Check out

Check-in times are between 2.00pm and 5.00pm.

For a later check-in time please call ahead to make alternate arrangements. Extra fees may apply for a late check-in.

Guests are required to present a valid credit card upon arrival, details of which will be held by management as security on your Room.  Failure to provide credit card details will require a $100.00 bond refundable 7 days after departure.

Photo ID may be required at Check-in for security reasons.

Check-out time is 10am on day of departure to allow us to prepare for the next guests.

Whilst we are happy to provide for an early Check-in or a late Check-out please understand that this is not always possible.  To avoid dissappointment or embarrasment please call in advance if you would like an early Check-in or late Check-out.  Additional Room fees may apply for early Check-in or late Check-out.

A late checkout not by mutual arrangement will incur additional charges of $50 per hour or part of.

Tariffs, Rates, Payments and Cancellations

All tariffs are quoted in Australian dollars and unless stated are for up to 2 adults per room per night. Additional guests may be added for an additional tariff.

Infants (0-3 years) are welcome to stay for free with the provision of your own bedding and linen.  Port-a-cots, rollaway beds and linen are available for hire.

A single room reservation requires payment of the full tariff at the time of booking.

Reservations for groups (more than one room) requires a minimum 20% deposit to reserve the nominated number of rooms. The group reservation deposit will be retained by Devine Escape to cover the cost of any reserved rooms not confirmed (paid).  The balance of the deposit will be credited to the confirmed (paid) rooms. E.g. your deposit will be credited to your room costs if all group reservation rooms are confirmed.  However, if your group reservation is for 10 rooms and use only 8 rooms your deposit will be used to cover the cost of the 2 unused rooms unless we have been able to rebook those rooms. If we have been able to rebook the 2 rooms we will refund the deposit less an administration fee of $50 for each rebooked room.

All reservations must be confirmed via credit card details with either payment in full or a minimum 20% deposit on group reservations.  Payments can be made by MasterCard, Visa, Diners Club and American Express. (payments by credit card may incur a service fee). Cash and direct deposits are available once credit card details are provided.

All tariffs are payable 30 days prior to your arrival date.  If we hold your credit card details we will charge the balance of tariff to this card unless we are otherwise informed.

Any rooms not paid for 30 days prior to arrival will be considered available and Devine Escape reserves the right to re sell the room.

Requests to change nights for a confirmed (paid) booking incurs a $50 administration fee, except for guests who have a booked balloon flight with Global Ballooning, Balloon Sunrise or Go Wild Ballooning. The rebooked night must occur within 6 months of the original booking.

Walk in guests are welcome and will pay the full published room rate. Supply of a room is not guaranteed.

There are no refunds for cancellations of confirmed paid bookings.

Prices and booking conditions may change from time to time and the prevailing rates apply at the time of payment of the full tariff. Guests have the option to lock in a tariff by making full payment.

We strongly recommend that you have travel insurance to cover you in the event of an unforeseeable cancellation.

We reserve the right to make alterations to bookings due to circumstances beyond our control.  If such a situation arises we reserve the right to offer to relocate you to an alternative property of similar standard and location at any time.  If this occurs then you can confirm your stay at the alternative property or request a full refund.

Gift Certificates & Internet Vouchers

Gift Certificates are available for purchase from our office and are valid for 12 months.Please call 03 5965 2084.

Internet Vouchers are available from time to time from online marketing websites such as Jump On It, Living Social and Cudo.

Gift Certificates & Internet Vouchers cannot be redeemed for cash or refunded in part or full.

Gift Certificates may be extended for 6 months for an administration fee of $50.

Internet Vouchers cannot be extended.

Once a gift certificate or Internet Voucher is redeemed (i.e. by making a reservation) all normal terms and conditions apply.

House Keeping

For longer stays the rooms are serviced every three days where towels will be replaced.

Additional room services are available at an additional cost.

In the interest of the environment we request that your towels are hung on the towel rails to dry for re-use. An extra set of towels is available upon request for a fee of $15.

Property Rules

To maintain our standards for all guests we require that certain conditions be complied with. We appreciate most will respect our property but occasional abuse requires that we state the following conditions:-

The number of guests should not exceed the number stated on your reservation confirmation.  In the event any additional persons stay at the property an additional fee will be charged according to our usual rates.  If additional person(s) have stayed without prior arrangement the usual rate plus an administration fee of $50 will be charged.

Standard cleaning services on your departure are included in your tariff.  Please ensure the property is left in a similar state to its condition on arrival. It is anticipated the room will be clean and tidy, in an acceptable state of repair, with used towels placed in the shower recess, and garbage that does not fit in the room bin must be removed from the room and placed in the bins outside or an additional cleaning fee of $30 may apply.  Management will automatically debit any amounts outstanding for extra cleaning charges.

A lot of care has been taken to ensure comfort, privacy and a memorable stay. All guests are expected to behave in a manner that does not cause distress to other guests or interfere in any way with their right to enjoy the property. We reserve the right to remove guests who do not adhere to this code of behaviour. In these cases, no refund will be due, and we will not be responsible for finding or funding alternate accommodation, nor will we be responsible for any other associated costs.

Your booking is accepted on the express condition that there is no disturbance after 11.30 pm. For all rooms, the noise level must be inaudible between 11.30pm and 7am.

Parties and functions on the premises are only permitted by prior arrangement in writing. The tariff charged is for domestic use only and for the use of our paying guests. Accordingly this rate does not allow for the extra wear associated with functions in the terms of cleaning, garbage removal, wear and tear, repairs etc. Use contrary to this will result in additional charges.

In the event that any property is damaged maliciously, or beyond normal wear and tear, or in the event that property belonging to Devine Escape is lost or taken during the course of a booking, management reserves the right to charge the reasonable cost for repair or replacement of that property to the guest, and in that regard, the guest acknowledges that the charge may be debited from the credit card or charge facility used for payment of the booking.

The owners take no responsibility for the personal property of any guest or visitor. Lost property is held for a term of 30 Days. It is the responsibility of the guest to contact Devine Escape management to claim lost property. Upon request lost property will be returned via Australia Post for a minimum fee of $20 for items up to 3kg. Larger items will incur an administration fee of $20 plus postage at COD rates.

Guests must not engage in any illegal activity at the property.  Any guests caught performing any illegal activity will result in instant removal of the guest.

Devine Escape studio rooms are strictly non-smoking. Please be advised that NO SMOKING is permitted indoors. Smoking is permitted outdoors only in designated areas. For those who still find it necessary to smoke indoors (which is very obvious to non-smokers) a room cleaning charge of $100 will apply for the dry cleaning/laundering of soft furnishings. E.g. blinds, carpets, bedding etc.

As we have our own vineyard dog we do not allow pets to stay on site.

After Hours Support

>Please note that after 5pm the Devine Escape office will be closed and we will not have any staff on site.

An after hours number is provided in your room should there be any issues with your accommodation between the hours of 5pm and 9am.

We are prepared to come on site and rectify any issues you may be having with your stay free of charge. However, we reserve the right to charge a fee for avoidable after hours onsite support such as, but not limited to, lost keys, disturbances or property damage.  Call out fees will be charged at $100 for the first hour, or part thereof and $40 per subsequent hour, or part thereof.

Feedback

We strive to make your stay as enjoyable as possible and welcome all feedback good and bad on our facility or any of our partner’s services.  All feedback is taken seriously and passed on to the relevant party for their review.  We appreciate your comments on anything that will help improve the experience at Devine Escape.

Variations to Standard Terms and Conditions

Variations can be made to these Terms and Conditions but only by prior written arrangement.

For large groups and customised events special Terms and Conditions may apply which will be published on your booking confirmation documentation. Special Terms and Conditions will take precedence over Standard Terms and Conditions.

General

These terms & conditions do not affect consumers’ statutory rights.

Devine Escape will make every effort to ensure the property is available as booked.

Privacy Statement

Devine Escape Vineyard Studio Accommodation respects the privacy of your personal information under the Privacy Act 1988 (as amended by the Privacy Amendment (Private Sector) Act 2000). It will apply to any personal information you provide to us:

What personally identifiable information is collected by Devine Escape?

The types of personal information that we collect from you will depend on the circumstances of collection and on the type of service you request from us. These purposes include, requesting further information about our accommodation, making a booking or simply asking a question about Devine Escape. When you make a reservation with us, we may collect details such as your name, address, credit/debit card number and expiry date, billing address and telephone numbers. As we are required by law to obtain your consent to the collection of “sensitive information” we will assume that you have consented to the collection of all information that is provided to us for use in accordance with this Statement, unless you tell us otherwise. There may be occasions when we collect information about you from a third party, for example from people booking accommodation on your behalf.

How is your Personal Information used?

When you supply information about yourself for a specific purpose, we use the information for only that purpose (i.e. to provide the service or information you have requested). If making a booking with us, additional information will be required for operational reasons.  We are also anti-spam, and do not share, sell or rent information to any third parties. If you receive information from Devine Escape, it is because you have stayed with us, asked to hear from us, have joined our mailing list, or a friend / colleague have requested it on your behalf and you have confirmed this to us.

Security

Personally identifiable information is stored on servers that are not publicly accessible.  Further, personally identifiable information is only accessed by Devine Escape employees on a “need to know” basis. Credit Card details are NOT stored on our database when you book.

Disclosure of Personal Information to Third Parties

We may disclose your personal information to third parties (for example, when booking a round of golf or a massage on your behalf), for the purpose for which the information was collected or for related purposes, for example to provide you with a service that you requested.  Other than the above, we will not disclose your personal information without your consent unless disclosure is either necessary to prevent a threat to life or health, authorised or required by law, reasonably necessary to enforce the law or necessary to investigate a suspected unlawful activity.

Access & Correction of Information about You<

If you would like to verify the data we have received from you or to make corrections to it, you may contact us directly by calling reception on 03 5965 2084 during our business hours 10am – 5pm or email bookings@devineescape.com.au

Devine Escape ABN 98 937 409 566

Terms & Conditions and Privacy are subject to change without notice.

June 2011