FAQ

How do I access the property when I arrive?

Properties Vary – Self entry, check in by concierge staff, check in by owner, check in by owner representative, or check in by property manager

Does the property have an electronic entrance?

No, the property does not have electronic entry.

Do you offer early check-in and how can I request this?

Yes we offer early check isn but there may be a fee. Requested via email which will then be reviewed and confirmed.

Do you offer late check-out and how can I request this?

Yes we offer late check outs but there may be a fee. Requested via email which will then be reviewed and confirmed.

Are linens, towels, and other common toiletries provided?

Yes, linens, towels, and other common toiletries are provided.

Is the kitchen is fully equipped?

Yes, the kitchen is fully equipped.

Do you allow pets and what arrangements are necessary to bring pets?

Some properties allow pets; however, a pet fee and deposit may be required. Guest with pets must identify so on booking.

What are your regular office hours and how can I contact you or your team?

8am to 4:30pm on Weekdays

How can I contact you or your team after hours?

Property Manager, Reservations Manager, Booking Manager

What is your cancellation policy?

CANCELLATION POLICY If the Guest cancels 60 days prior to arrival, and a 25% deposit or 75% balance has been paid, any funds received up to this point will be refunded. The guest will be responsible for paying the cost of the refund. If guest cancels between 59 and 31 days prior to arrival, the 25% deposit will be forfeited but other monies paid will be refunded. Bookings cancelled at 30 days or less prior to arrival, all money paid up to this point will be forfeited. For bookings of a property during the Christmas/New Year or Special period, the guest is required to pay a non-refundable deposit (50%) of the total amount. The remaining balance (50%) must be paid no later than 60 days prior to arrival. Should the guest cancel 60 days or less prior to arrival, the entire amount will be forfeited. We will not be able to refund any payment for no-shows or early check-out. For refunds the guest will pay for all payment and refund bank charges

Do you have any handicap accessible properties?

Yes

What internet access is available to guests and is there is a cost for this?

Internet is available, there is no fee

What services are included in my stay? i.e. golfing privileges, bicycles

That based on individual properties.

What amenities or services available [for an additional fee] during the my stay? i.e. highchairs, pack n play cribs, etc.

Additional services are available through our concierge service

What should I do in the event something is damaged in the property?

Contact booking manager or property manager, take photos of the damages and send to the respective manager

What are your house rules?

USE OF THE PROPERTY The Guest may not use the property for any purpose other than that of a private holiday residence for the accommodation of the Guest and his party unless agreed in writing by the Owner. The Guest shall not do or suffer to be done anything that may be or become a nuisance or annoyance to the Owner, or the occupiers of adjoining property or that might invalidate any insurance policies effected on the property, and shall not bring any animals to the property. The Guest shall not sub-let or assign his rental of the property. Unless previously agreed with Summer Direct, the Guest will check-in to the property anytime from 3:00pm on the day of the booking and vacate the property by 11am -12pm on the final day of the rental period. If for any reason other than acts of neglect or default on the part of the Owner, the Guest refuses, or is unable to use the property in accordance with the terms of the agreement, the Owner shall retain the net rental fee.

How far is the property from the airport?

That is based on the property

Is daily housekeeping is available?

Yes, daily housekeeping is available for an additional charge.

Can I host a party or event?

No, event hosting is not allowed.

How can I receive support before, during and after my stay?

send email to reservations/booking manager
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