Terms and Conditions

Occupancy Licence Agreement – Terms and Conditions

As part of any booking, payment, occupancy and use of facilities of Alpine Hotel – 32 Currawong Road Mount Baw Baw VIC 3833, you hereby accept and agree to strictly abide by the following terms & conditions.

Section 1:  Payment Policy

All reservations are subject to a non-refundable deposit of 50% of the total price at the time of booking with the balance payable 30 days before arrival. Bookings made within 30 days of the arrival date are required to make the payment in full at the time of booking. This policy applies to all bookings, unless an alternative arrangement has been made, and accepted, with the booking coordinator or property management.

A valid Credit Card (Visa, Mastercard, American Express (3.5% fee applies)) and other mandatory information must be included in the Online Reservation form. The information is protected by SSL encryption to ensure maximum security of guest information.

Once completed the Online system will generate an email to the guest advising their reservation request has been successfully sent to the booking coordinator. Guests must ensure they possess this document to ensure their reservation has been received by the property.

The booking coordinator will process payment from the credit card used in the Online Reservation.

Only after payment has been made will the reservation be considered confirmed and entered into the Reservation Management system. If payment is not made in full by the applicable due dates management reserves the right to:

  1. a) cancel the booking without notification and without refund, or
  2. b) contact the guest to make alternative arrangements

Section 2:  Confirmation Protocol

All reservations will only be considered confirmed once the following is completed.

Full payment (taken as per stated payment/cancellation policy)

Full name, residential address, email address, licence and/or passport number & mobile phone details. Guests staying more than 20 nights must also provide a copy of their drivers licence or passport and two additional forms of ID (EFTPOS or credit card, medicare card, student card, proof of age card).

Acceptance of our Terms & Conditions (your booking confirmation and/or payment constitutes acceptance of our Terms and Conditions).

Section 3:  Cancellation Policy

No refunds will be made for any cancellation.

(a) How to notify

All cancellations must be notified in writing by email to bookings@mountbawbawstays.com.au, clearly setting out the reason and details of the proposed cancellation.

(b) More than 30 days before arrival

If a cancellation occurs more than 30 days before the arrival date set out in your booking confirmation and the reason for the cancellation is accepted by property management, then we will endeavour to replace the booking with an alternate booking for the same dates and booking value. If this occurs, all payments made to date can be re-allocated and will be put towards the cost of a future comparable date requested by the guest.

However, the re-allocation to a future date will be subject to the discretion of Property Management and also subject to availability and any other appropriate restrictions set down by management. (ie.holiday periods and any minimum stay requirements etc.). A re-allocation administration fee of $50.00 will apply to all approved re-allocated bookings.

(c) Within 30 days of arrival

All cancellations received within 30 days of arrival will forfeit the full amount of the booking and no re-allocation will be offered.

Under the circumstances set out in this clause, the guest accepts that we are entitled to charge the guests credit card and/or invoice the guest for the balance of any unpaid monies remaining in respect of the cancelled booking.

(d) Rescheduling

Guest initiated rescheduling requests may be considered a cancellation.

(e) Failure to arrive

No shows will be considered a cancellation. Rescheduling may be offered to customers in extreme conditions or circumstance such as road closures due to incident.

(f) External circumstances

Refunds are not provided as a result of lack of snow, poor weather conditions, power outages or other events beyond the resort’s control.

(g) Management reserves the right to terminate any booking at any time without refund or compensation. Management reserves the right to terminate any booking at any time without refund or compensation. If the guest is responsible for this cancellation – including, but not limited to, matters where we feel a guest has given false information or may damage the property/business – no refund will be given.  If we are responsible for cancelling the booking, due to unforeseen circumstances including but not limited to maintenance issues and damage to the property or its facilities that make it unable to accommodate guests, we will refund the accommodation fee, offer alternative accommodation or reschedule the booking for alternative comparable dates. This rule only applies if the damage to the property was not a result of any action that the guest or associated person/s has taken to damage the property. We reserve the right to inspect the venue during a guest’s stay when we feel required. We reserve the right to reject any stay and seek the guest’s immediate removal from the venue. Failure to vacate the venue when requested may result in legal action and costs against the guest. We reserve the right to refuse occupancy if payment is not made in full and if identification requirements are not met. If any portion of the rental period is cancelled by the guest after arrival no refund will be given.  We provide all guests with detailed information about their booking and check-in procedure. This information is sent to the guest by email and/or text message before their arrival. Guests are required to print this information and bring it with them to avoid any issues with their arrival.  If a guest fails to print, and bring with them, the information provided and as a result cannot access the property, no refund will be given for their stay. If guests do not receive this information within 8 hours of their stay, they must please email us urgently so that we can ensure the relevant information is provided to them before their arrival. Failure to do this may result in issues with their check-in at the property if we cannot be contacted upon their arrival.

(h) Please note that the above cancellation policy will apply, regardless of coronavirus. We recommend all guests obtain travel insurance to protect them from unforeseen circumstances.

Section 4:  Changes to dates (for all bookings, including gift certificates)

Once the rental booking has been confirmed by us, we will consider amendments received from the guest within 24 hours of the initial submission, subject to availability.  We will endeavour to accommodate any changes outside of this time but cannot guarantee this and therefore our cancellation policy applies. Changes cannot be made at the commencement of your stay and the full cost your occupancy is required prior to arrival.

Section 5:  Contact us

If a guest has any issues regarding their stay, they must contact us in writing at the email address provided on this website. Alternatively, a text message can be sent to our Customer Care Department at 0417956887, so that they are able to advise the appropriate contact information for your enquiry.

Section 6:  Arrival/Departure Times

Arrival time is after 2:00 PM.  Departure time is before 10:00 AM.  Arrival and Departure times are subject to variations and we reserve the right to vary them at any time.  Guests staying past the required departure time, and arriving prior to the required arrival time, will be charged a minimum of one-half (1/2) the daily rental rate which will be charged to the guest’s credit or debit card provided at booking/upon check in. If payment cannot be taken from the provided credit card, the guest will be invoiced for this amount.

Section 7:  Property Maintenance

All property maintenance and cleaning is either conducted by us and/or approved licensed contractors. We have a high standard of maintenance and employ a range of dedicated maintenance personnel that are available to remedy any unforeseen issues a guest may have during their stay. Naturally, all property issues and maintenance matters cannot be foreseen or predicted.  Therefore, guests are to inform us immediately if something has been discovered that needs urgent attention. If a maintenance issue has occurred, we have a contracted maintenance company that will attend the property as efficiently as possible. We endeavour to remedy any maintenance or cleaning issue promptly during a guest’s stay, however we cannot guarantee the issue will be rectified during their time there as this may be reliant on outside factors, e.g. available trade’s people. All persons should be aware that Mount Baw Baw Alpine Resort is in a remote location. This logistically can sometimes create difficulties in locating parts and suitable persons for the repair and maintenance of some items within the property. Management will do its very best to remedy items that are not operational in a reasonable time frame. Management and or the property owner takes no responsibility for delays in the repair that are outside its control. Refunds and discounts will not be given if the guest fails to contact us about a matter at the time of awareness.  If the issue cannot be resolved during a guest’s stay an appropriate discount may be applied to their stay.  If the guest is not satisfied with the way the issue has been attended to and decides to vacate the property before the end of their stay, they must notify us in writing, prior to their departure, of their intention to vacate.  An investigation must then be undertaken by us to ensure all matters have been attended to by us and our contractors appropriately.  Refunds will only be given if on completion of this investigation the property has been deemed uninhabitable or unsafe.

Section 8:  Guest Amenities

The property will be cleaned prior to guest arrival.  The property should be left clean and tidy upon guest departure.  We will supply the guest with an initial amount of the guest amenities listed below. However, if this runs out the guest must purchase their own.  Milk for tea and coffee is not supplied.  A washing machine & dryer may not be available, and therefore guests are advised to make prior arrangements if required. Please have respect for the other guests that are using the communal kitchenette and clean up after yourself.

Items that will be available:

Shampoo, conditioner, soap

Toilet Paper

Bed linen and blankets

Bath towels, bath mat, hand towel

Tea/Coffee/Sugar sachets – available in communal kitchenette

Basic cleaning products (tea towel, dishwashing detergent, sponges, cloth, garbage & recycling bags) – available in communal kitchenette

Section 9:  Upon Your Departure

All keys are to be returned to Guest Services on check out. Failure to do so may result in a key replacement charge.

Guests must ensure the room and communal areas are left clean & tidy. Please clean and rinse all dishes that you have used and leave them on the drying rack to be put away by our cleaning staff.  The property needs to be left in a clean and tidy state, however we do not expect guests to vacuum, mop or do any deep surface cleaning or laundry.  All trash is to be disposed of in the proper receptacles that are provided at the property (recycling, rubbish, etc). We proudly use local cleaning contractors to thoroughly clean, prepare and maintain our properties.  After years of managing various properties, appropriate cleaning ratings have been established to ensure our properties are suitably prepared within a reasonable time frame and we expect the same care and respect when our tenants depart the properties.  If Yarra Ranges Property Services determines that the property has not been left in a reasonable state and thus this cleaning time is exceeded, further charges will apply for the extra cleaning costs. Common situations that result in additional charges being applied include leaving dirty dishes out or not cleaned properly, dirty muddy shoes worn inside, children’s hand prints on multiple surfaces, grease spatters on stovetop, splashback & counters, spillages and/or burnt on food left in the oven, large spills inside the fridge or on the countertop and down the front of cupboards in drawers  etc, furniture being moved, excessive scuff marks on floors and surfaces, wax spillage, damaged items and a general neglect or care toward the facilities. Extra cleaning charges will be billed at $50 per 30min block.  It is the guest’s responsibility to leave the property clean & tidy.

Section 10:  Occupancy

The number of guests permitted to stay in the booked premises is stated on your booking confirmation. This capacity must be adhered to for fire and safety regulations. Exceeding the capacity of the booked premises without prior written approval may result in no admittance to the property, cancellation of your booking without refund and additional fees may apply. We require photo ID and current address details of at least one individual that is staying at the property.  Therefore, upon check in you may be asked to provide a valid photographic identification to verify your booking and a valid Visa or Mastercard debit or credit card for security purposes.

Guests must be at least 18 years old to stay in the Alpine Hotel (Flashpackers) accommodation. Failure to comply with this will result in automatic cancellation of your booking without refund.

Section 11:  Breakages, Theft & Relocation of furniture

Upon arrival, guests must notify property management or a member at Guest Services of any damage to the property or its contents as well as report any items that may be missing from the property. Failure to do so may result in costs being sought from you for damage repair, replacement of items or prosecution. All breakages, damages, or missing items must be paid for, plus time & effort involved to cover replacement or repair costs. If the guest has moved any furniture during their stay, they must return it to its original position (the position it was in when they arrived) prior to their departure.  If any furniture is damaged as a result of it being moved from its original position in the house the guest will be charged for repair/replacement.  If our cleaning staff has to move furniture back to its original position after a guest’s stay there will be a $100 charge.

Section 12:  Smoking

All properties are non-smoking.  Where applicable, ash trays are provided outside.

Smoking indoors will attract a $300 fee.  It is unlawful to smoke in a non-smoking premises and legal charges may apply.

Section 13:  Candles

Candles are not to be used at the property at any time.  This is due to fire risk and we consider dripping of wax from candles onto any surface as destruction of property.  Additional fees will apply for candle wax dripped onto any surface.  This fee is a minimum of $100 for basic cleaning and removal of wax, however, the fee could be significantly greater if furnishings (including carpet) need to be replaced due to wax damage.

Section 14:  Parking & vehicle facilities

Resort entry is payable for every vehicle during the declared snow season and is non-refundable as it covers use and maintenance of the road and parking fees. Resort entry must be paid to cover from your day of arrival to and including your day of departure. Full resort entry conditions are stated on your resort entry ticket. Your valid gate entry ticket must be clearly displayed in the front windscreen of the vehicle under regulations made in accordance with the Alpine Resorts (Management) Act 1997. You are required to carry appropriate snow chains for your car and may be required to present proof of carrying them.  A paid chain fitting service is provided at resort entry, but you may be required to fit them to your car.

Section 15:  Goods kept at property

We are not liable under any circumstances for loss, theft or damage to a guest’s property/belongings, or personal injury.  We advise the purchase of appropriate insurance to cover all unforeseen circumstances such as injury and/or loss/damage to your personal belongings.

Section 16:  Goods left at the property

If items are left at the property upon a guest’s departure, they must organise with us an appropriate date and time to either attend the property to collect the items or arrange (at their cost) a courier service to collect the items from the property on their behalf and deliver them to the guest. We are unable to arrange our staff and contractors to collect the items from the property and post them back to the guest. If items are not claimed immediately they will be given to a local charity or disposed of.

Section 17:  Severe weather

From time to time the Mount Baw Baw is subject to severe weather.  This weather can result in power failure, loss of television reception, and damage to the premises (dwelling or surrounding property).  We will not accept responsibility for any severe weather that causes power outage, interruption in television reception or damage to the property or its inhabitants.  No refunds or discounts will be given (See Cancellation Policy). Mount Baw Baw is subject to high fire danger.  Each person/s must obey the strict rules that apply to Total Fire Ban days.  These rules, and other sources of valuable information that can help during a Total Fire Ban day, can be found at www.cfa.vic.gov.au.  If a guest decides to evacuate the premises on a Total Fire Ban day, they have the option to reschedule their booking for an alternate day.  Rescheduled bookings are only available for a Monday-Thursday night stay, regardless of the original day of week booked and are subject to availability.  Please note that a $50 rescheduling fee applies.  The guest must contact us in writing (via text message or email), to notify us of their plans to vacate and we must confirm receipt of this communication before any rescheduling will be allowed.  Guests are to leave prior to 8 am of the Total Fire Ban day and must not return to the property before 8 am the following morning.

Section 18:  Wildlife

Each time the property is cleaned, all spiders, flies, millipedes and other insects are removed and the property is sprayed with a long acting surface spray.  This surface spray is designed to prevent cobwebs and kill insects when they come into contact with it.  It is impossible for us to prevent spiders, flies, millipedes and other insects from entering the property between the time it is cleaned and guest arrival.  Possums may also find their way into the roof or wall and they are also known to jump from trees onto the roof making a very loud noise.  Possums also have a very loud territorial call that may be frightening to some guests.  We will not ask our cleaning or maintenance contractors to attend the property to remove dead, or alive, spiders, flies, millipedes and other insects, mammals or marsupials during a guest stay and no refund, discount or exchange will be given.

Section 19:  Marketing

Specials, Offers & Discounts:

From time to time we offer discounts and specials that are published either on our websites or through our various other rental advertising mediums. All special offers/prices/discounts are subject to availability and are not available on all dates and black-out dates do apply.  Special offers/prices/discounts are only available for bookings made on the website on which they are stated.  Special offers/prices/discounts must be applied to the booking at the time of making the booking and discounts will not be given to bookings that have already been made/confirmed. All offers are subject to our terms and conditions and the requirements as specified. If you wish, or do not wish, to receive these offers please contact us via email.

Section 20:  Security Deposit & Payment of Additional Charges

The credit card used to make your booking/provided at check-in will be debited in the event that there are outstanding charges, cleaning fees, damages, or losses caused to the property during your occupancy.  You are liable for any outstanding charges and/or the repair or replacement value of damage or losses to the property regardless of the amount.  You are also liable for any time and effort involved in replacing any item that has been damaged or lost/stolen.  The registered individual or signatory is responsible for all other individual/s that he/she allows into the property and will be liable for damages caused by themselves or any other invited person/s, regardless of whether the registered individual is present or not at the time the damage occurs.  Additional fees will automatically be charged to the credit card you provided for your booking.  If we are unable to charge the credit card provided, you will be issued with an invoice that must be paid within 7 days.  Please note that our parent company is a registered member of Veda and any non-payment will result in a default listing issued against your name. This will affect your credit rating.

Section 21:  Booking.com

All bookings made on Booking.com are immediately subject to our cancellation policy (regardless of if payment has been taken).  If payment is unable to be taken at the time of booking due to incorrect credit card information or insufficient funds, we will contact you and you will have a specified amount of time to provide full payment.  During this time, your booking dates may not be reserved and may be available to be booked by other parties. If payment is not received within this time period, your dates will not be reserved and you will be issued with an invoice for the appropriate amount as per our cancellation policy.  Please note there is a 3% surcharge on payments made with American Express card.

Section 22: Bookings made through third party online travel agencies

Guests are required to provide us with full contact details (full name, email address, residential address, mobile phone number, drivers licence number, passport number, etc) prior to arrival. Guests will not be permitted to occupy the property until this information is provided.  If a booking made through an online travel agency (e.g. booking.com, Expedia, Wotif, Hotels.com, Agoda, Air BNB, HomeAway, etc) has been approved by management for a refund/discount/booking alteration, the applicable amount will be based solely on the NETT payment value for that booking. All bookings are subject to the terms and conditions stated on this website.

Section 23:  Acknowledgments & Complaints

Upon confirming your rental with us you acknowledge and confirm to abide by the associated terms and conditions specified. All complaints are required to be lodged in writing via e-mail, in order for us to initially review the matter. Formal complaints must then be submitted in writing to customercomplaint@sleepovers.com.au.  All formal complaints received will be investigated promptly and a response given in writing either via e-mail or mail once the matter has been fully reviewed and determined. Please note formal complaints will not proceed if another intermediary is also reviewing the matter, or you have submitted the matter to any other entity. If you are not satisfied with the outcome of the formal complaint you can contact Consumer Affairs for further information. You acknowledge that legal costs may be sought from you if legal counsel is retained by us to handle your matter. Generally, this will occur if you refuse to lodge a formal complaint with Alpine Hotel, and/or seek to proceed with matters via another forum, therefore not giving us the reasonable opportunity to investigate and review your matter. False or defamatory complaints made by individuals to outside organisations are considered very serious and will immediately be forwarded to our legals for further action.

Section 24:  Eviction of guests from premises

We reserve the right to reject access or remove any guests/occupants from the premises where we have determined they may cause risk, harm or nuisance to other guests, staff, venue facilities and the business. Failure to vacate the premises when requested will be considered trespassing and immediate and appropriate action will result. This may include contacting relevant authorities to have you removed and/or escorted from the venue. If you are not present at the premises when this request has been made, your belongings will be removed and relocated to a storage facility or other suitable location at your cost. No refund will be provided, and any costs and damages incurred as a result will be sought from you.

Section 25:  Use of Accommodation Services

You consent to Sleepovers Australia/NZ, or authorised agents thereof, using personal information on Guestchek.com in relation to your use of accommodation services.

Section 26:  Pets

No pets or domestic animals are permitted at the resort or in any of the accommodation. The only exception being for service animals.

Section 27:  Privacy Policy

The privacy of personal information is always important to us. We are committed to respecting our guests right to privacy and protecting their personal information.  All information gathered shall only be used for the purpose of a guest’s rental with us (including payment, provision of booking & check-in information, verification of identification, Guestchek, agreement to our terms and conditions, and security deposit).  Our privacy policy applies to all of the guest’s dealings with us whether over the phone, website, e-mail or fax transmission.  Although we uphold the highest form of security protocol, unfortunately, we cannot guarantee 100% security in online dealings.

We are committed to respecting your online privacy and recognise the need for appropriate protection and management of information you share with us. Sensitive personal information will not be shared with any third parties except where sharing of the information is essential to delivering to you accommodation, a product and or service. Information collected will be used for the purpose of accurately fulfilling your booking, including any required contact where there is an issue with the booking requested and or made. Furthermore, mountbawbawstays.com.au does not sell, rent, share, or transfer your personal information to third parties. The information you give us is confidential and will not be sold or given to any external individual or company or organisation

Section 28:  Amendments

We reserve the right to change these Terms and Conditions at any time, and without notice.  We are privately owned, and the management reserves the right to refuse service to anyone.

Section 29:  Liability and Indemnity

By booking, completing payment, occupying and using the venue facilities you hereby indemnify us (Alpine Hotel/Sleepovers) against any and all loss, damages, claims, liability, expenses, payments or outgoings incurred by or awarded against us arising directly or indirectly from any breach of this agreement or consequence arising from the use of our services and facilities.

You agree to indemnify Southern Alpine Resort Management Board from and against all claims, suites, actions and demands made against Southern Alpine Resort Management Board which arise out of the use of the accommodation and its facilities by yourself, your guests and or invitees. To the extent permitted by the law you release Southern Alpine Resort Management Board from and against all claims, suits and or actions relating to your booking and use of the accommodation and its facilities.

Management accepts no responsibility and or liability in respect of any errors or omissions that may result in potential disappointment, loss, inconvenience, expense or injury. Without limitation, management accepts no responsibility if the product/service is unavailable due to civil unrest, industrial disputes, and or interruptions to power supply, adverse weather conditions, health risk or terrorist activity.