Terms and Conditions
You can read our full terms and conditions here which should answer most of your questions but the following are questions we are most commonly asked:
Do you require a minimum number of nights?
Victorian Summer School Holidays – 7 nights
Easter, Anzac and Melbourne Cup – 4 nights
Labour Day Weekend, Queens Birthday and Grand Final – 3 nights
All other dates – 2 nights
Shearwater Deck, Shearwater Loft, Sandpiper and Shell Croft – 1 night (midweek only)
Can we arrive early?
You are able to arrive at your accommodation as soon as you receive an SMS message from us with the key safe code. Each property has keys located at the property in a key safe. As soon as our housekeeping department have prepared the property for your arrival they will generate the code and it will be sent to your phone. This will be sometime before 2pm or 3pm depending on the property (this can be as late as 4pm in the summer) but it may be earlier depending on their schedule. We are unable to agree an earlier time as it is dependent on the housekeeping commitments and schedule.
Can we leave later?
As we have a live booking site we could receive bookings for a property you are staying in as late as the night before your departure. We therefore cannot arrange a later checkout ahead of that time. We ask that you send an email the day before arrival. They will let you know if a time is possible depending on arrivals that day and housekeeping commitments.
Please also refer to our standard terms and conditions in relation to later checkouts.
Do you have any pet friendly accommodation?
All our properties accept pets. We don’t take property onto our books that does not accept pets and all have secure outdoor areas and are welcome inside. The exception to this are the Apartments at Moonah Links where there is NO secure outdoor area but small pets are still welcome.
We do ask that you read our terms and conditions regarding pets before you book.
How do I access the property? Where do I pick up the keys?
Each property has a key safe at the property location and you will be provided with the code for the key safe on the day of arrival. There is no reception at any of the accommodation so once you have the key safe code you can arrive any time day or night. All the directions to the property are sent to you when you make your payment. The directions and all the information regarding your booking and the property are in a personal booking page on our website which you alone have access to.
What if I have a problem and your office is closed? Who can I talk to?
You will be supplied with an emergency number a couple of days before your arrival and also again via SMS message on the day of your arrival. This number is available for emergencies outside of office hours between 8am and 10pm 7 days a week, so you are never without help.
I have never been to the Hot Springs how do your packages and vouchers work?
We offer the following when you are looking to stay with us and also visit the Peninsula Hot Springs.
1. Book an accommodation package. Our Jump the Q packages provides you with accommodation for your chosen dates plus Priority Entry Passes to the Peninsula Hot Springs which will be emailed to you prior to your arrival.
2. or Add our Jump the Q packages to your accommodation booking. This can be added during the booking process. If you would like a private treatment or private bathing area you will need to book with the Peninsula Hot Springs Spa Dreaming Centre directly. Our passes are only suitable for the Bath House.
With the passes that we supply there is no need to book a day or time with the Peninsula Hot Springs, as a priority guest of ours you can simply Jump the Q.
Do you supply linen?
Yes, all the linen and towels are supplied and included in the tariff. Where there are pools or spas outside we also supply pool towels.
Do I have to clean the property when I leave and strip the beds?
There is no need for you to clean the property when you leave and certainly do not strip the beds. We do ask that you make sure you put all the furniture back where you found it if you have moved anything. We ask that you wash and dry your dishes and ensure the bbq is clean. Our housekeeping staff will do the rest!