Our Polices

Payment Policy:

Booking Process Bookings are confirmed once booking is completed online via the website and deposit paid. Confirmation of booking will be emailed to email address supplied by yourself at time of booking. If you are booking within a short time frame (particularly within 24 hours of intended arrival) we strongly recommend you contact us directly on 03 315 5352, 027 33155352 during business hours to check on the availability of your preferred dates. Office hours are 9.00am to 5.00pm. Payment At time of booking you will be required to enter your credit card details via our online secure payment system.  A non-refundable deposit of 10% of the total cost of accommodation is required to secure your booking. The deposit will be deducted from your credit card within 5 days of booking. All bookings are required to be paid in full within 7 days prior to your arrival. The balance for your accommodation may be paid by direct deposit or credit card. Please note we only accept Visa or Mastercard and a 3% credit card surcharge will be applied on all credit card transactions. Should the booking be within 7 days of the intended arrival date then payment in full is required. A booking confirmation will be forwarded to you upon confirmation of availability and receipt of payment. In the event of an account not being paid when due, for either accommodation, sundry hire or other possible charges we reserve the right to charge the credit card number provided, or to invoice the guest and if necessary refer the account to a debt collection agency and add all costs of collection to that account.

Cancellation Policy:

7 Days Notice in writing. Except School and Public Holidays where 14 days cancellation policy applies. All alterations or cancellations must be received via email. If you wish to cancel your booking for any reason 14 days or more prior to arrival date, you will receive a refund in full of any monies paid, less the 10% non-refundable deposit. If you wish to cancel within 7 days of your arrival date, modify your booking or in case of no-show, no refund will be given, and you will still be liable for the full amount of your stay. Should you choose to shorten the length of your stay within 7 days of your arrival date, you will still be liable for the full period originally booked. Please choose your dates carefully. Please note transferring a booking is only permitted 14 days or more prior to the arrival date. For ALL bookings within School/Public Holidays a strict 14 day cancellation applies. All bookings are subject to cancellation due to unforeseen circumstances including the sale of the property, long-term letting or other events outside Hanmer Lake Villa’s control pertaining to the property. If your booking is cancelled, we will endeavour to book you into an equivalent Villa, however, Hanmer Lake Villas takes no responsibility if this is not possible. Any existing deposit may be either put towards a new booking or refunded in full. Cancellations due to extreme weather conditions, causing road closures or other such events that prevent you from travelling to our town will be assessed on a case by case basis.

CheckIn Policy:

Over 20 years of age It is our company policy to prohibit bookings made for groups of individuals with anyone under 20 years of age (please note: this does not include families with children). Proof of age may be requested from any individual at any time and those unable to comply will be asked to vacate. Gatherings & Noise We have a zero tolerance policy in regard to noise. Noisy parties or gatherings are not permitted. 21st birthday parties, Hen and Stag nights are not permitted. We ask that you respect the neighbours. If complaints are received and a breach of peace has been made a $100.00 penalty fee will be charged and the guest risks being evicted from the property. Damage and Personal liability The guest is liable for damages to any property or content of the property incurred during their stay. Please inspect the property and report any damage immediately to Hanmer Lodge Lake Villas on arrival. The guest is required to acknowledge that the guest is personally liable for payment for any damage to the home or property both malicious or accidental by themselves or any of their guests and that any costs to rectify will be charged on their credit card provided at time of booking. Should guests lose any keys to the Villa, the guest will be held responsible for the replacement costs of the keys and may also be held liable for the costs of replacing locks if deemed necessary. Guests stay at their own risk and Hanmer Lodge Lake Villas will not be held liable for damage or injury caused to guests or personal property when circumstances arise outside of our control. i.e nature and weather. Lost Property While every care will be taken to retrieve lost items, Hanmer Lodge Lake Villas will not be held accountable or responsible for items lost or left behind by guests. Items will be held for a period of one month before being disposed of or donated to charity. If items are found in the Villas and require postage to be returned, this cost plus a $10.00 admin fee will be charged to the owner of the lost property. Faults We do not guarantee that the products and services that are listed in any of the homes will be continuous or fault free. Hanmer Lodge Lake Villas will endeavour to repair/replace any faulty item but given the limited services available in our town this may not always be immediately possible. Events beyond our control, such as poor weather, power cuts or unforeseen electronic breakdowns, do not give the guest the automatic entitlement to a discount, unless such event has prevented the guest from being able to safely occupy the property altogether, and Hanmer Lodge Lake Villas are unable to relocate the guest to another Villa. General These terms constitute the entire agreement between you and ourselves. Our failure or delay in exercising or enforcing any right or provision of these terms shall not constitute a waiver of such right or provision. If any provision of these terms is found by a Court of competent jurisdiction to be invalid, the parties nevertheless agree that the Court should endeavour to give effect to the parties intentions as reflected in the provision, and the other provisions of these terms remain in full force and effect. Should you be asked to vacate the property early due to breech of these terms and conditions you will be liable for payment of the full period of time originally booked. Changing These Terms and Giving Notices We may change these terms, by changing or removing existing terms or adding new ones, at any time. The change applies from the time it is published on our site. If we need to give you any notice, we can do this by emailing you at the last email address you have provided us. You are deemed to have received the email at the time the email leaves our server.