Guest Procedures

TO HELP ENSURE THAT EVERYONE ENJOYS THEIR HOLIDAY PLEASE OBSERVE THE FOLLOWING POINTS AND HAVE A GREAT STAY! 

 

  • An after-hour emergency policy has been included for your reference on the following page. Please take note of the procedure and definitions of an emergency before using the contact number +61885525744. All general enquiries can be phoned through to Harris Holiday Rentals main office number on 8552 5744 during business hours.


  • During the course of your stay there may be a visit from a gardener to keep the property grounds in tiptop shape. 


  • No pets are permitted on the premises unless previously agreed in writing with the property manager when making your booking, so please advise all  expected visitors.


  • The number of guests is restricted to the number on the registration form. Failure to comply with this condition will render the tenancy subject to   immediate cancellation and forfeiture of all rental and bond paid as will any excessive amount of noise that disturbs neighbouring residences.


  • If the keys are locked in the property or lost and a company representative is required to issue another set of keys, a minimum of $40 call out fee will apply  plus any necessary costs to re-cut keys. This may be from a member of Harris Holiday Rentals or a local locksmith.


  • Please report any damage or breakages to the office immediately and replace the breakages with an item of equivalent value or replacement and repairs  WILL be deducted from the security bond.


  • Please be ready at your allocated checkout time, this is very important as the property needs to be prepared for incoming guests. You are reminded that if a  representative from Harris Holiday Rentals has to wait for any length of time an initial fee of $40 will apply with an additional fee of $40 per hour.


  • Please note that a lot of properties are on a septic system and only earth friendly products are to be used. Many homeowners have supplied specific  cleaning products, toilet paper and other necessities for your convenience, which you are welcome to use. Please replace these products as you use them so that incoming guests may be greeted with the same conveniences.


  • Do not place any sanitary items or other non-biodegradable items down the septic. If a blockage occurs due to incorrect treatment of these systems, the bill  for repairs will be deducted from the security bond.


  • Please consider incoming guests. If quilt covers or bedding becomes soiled or dirty, please wash thoroughly prior to vacating and leave a note detailing  which linen for the cleaner on the breakfast bar. Charges may apply as per Penalty Expenses outlined below.


  • Please note that all rubbish must be removed from your holiday home at the end of your stay in readiness for incoming guests. Please place all rubbish into  the outside rubbish/recycling bins and place on the curb side on your date of departure or “bin day” as per the schedule in the Compendium. (A minimum  charge of $50 per bin will be applied if rubbish needs to be removed, additional charges will apply for extra rubbish.

 

  • As gas bottles are hard to judge on how full or empty they are, you may feel the need to fill the gas bottle for your stay, please keep the receipt and email to  holidayrentals@harrisre.com.au. We will refund this when we return your bond.

 

  • Please do not interfere with automatic watering systems, alarms, garage remotes or access cards. Charges will apply if they need to be re-set or replaced.

 

  • Please do not move furniture, you may risk scratching floor surfaces or damaging/marking the walls.

 

  • Please take care when playing on the billiard table should your property contain one. Should a tear occur in the cloth during your stay re-clothing will be charged at $900.

 

Please be considerate of your neighbours many of whom are permanent residents. 


AFTER HOURS EMERGENCY POLICY

EMERGENCY 

PLUMBING:-  Burst pipes and major water leaks, gas leaks, blocked toilet, no hot water

ELECTRICAL:-  Water leaks into electrical areas, any sparking, no power - after following directions below

OTHER:-   Major damage to property, including fire, storm, flood or other insurance type item


NON-EMERGENCY

PLUMBING:-  Leaking/seized taps, gutter cleaning, minor water leaks, e.g. showers and toilets

ELECTRICAL:-  Failure of 1 light or power point, SA Power Networks power failure, repairs to appliances

OTHER:-  Any general maintenance issues                   

POWER FAILURE PROCEDUE 

It is important in a power failure that the tenant prior to contacting the emergency line should undertake the following procedures:

  • Call electricity provider re power failures in the area, i.e. AGL +61885525744
  • Check fuse box and or safety switch and reset
  • If the fuse box continues tripping, check if a particular appliance being turned on throws the switch. Ensure that the switch overload was not caused by excessive use of the appliances from one particular power point or power board.

Once the above procedures have been undertaken and the problem is not identified, please call to report power loss. 
                                                        

GAS FAILURE PROCEDURE 

If your hot water service or cook top is not working firstly check if any other gas appliance is receiving a supply of gas. If there is no hot water only check that the pilot light has not gone out. Once the above checks have been undertaken and the problem has not been identified, please call to report.

 

NO HOT WATER 

If your hot water service is not working firstly check that the available hot water supply has not been exhausted. If you are still getting lukewarm water or had hot water in the morning you have likely used up the available supply in the tank. Most systems work on J tariff so only heat up overnight. If you require additional hot water during the day you will need to press the boost switch in the fuse box (Day/Night). Please allow at least 2 hours for the system to reheat. Once the above has been undertaken and you still don’t have any hot water then please call to report.

 

Our business hours are 9.00 a.m. to 5.00 p.m. weekdays and 11 a.m. to 3.00 p.m. on weekends & public holidays. Please ensure all general enquiries are made during these hours on 8552 5744. Please remember it is our staff that are on call for emergencies, and it is important to only call in the case of a true emergency situation.

 

To report problems please call Harris Holiday Rentals on 8552 5744 during work hours or +61885525744 after hours.                                       


IMPORTANT CLEANING GUIDELINES

Please read carefully

Our company at all times makes every effort to ensure all guests enjoy great holiday breaks in homes that are clean and well presented. You have paid a cleaning fee which will cover a hygienic clean after your stay meaning that you can head home relaxed and recharged without having to spend precious holiday time scrubbing shower alcoves and mopping floors.

It is important to understand your cleaning fee is not a top to toe house clean and what is included and excluded in the charge.


The following is included:

  •  All floors will be swept, mopped and or vacuumed as required.
  •  All bathrooms including shower alcoves, baths and toilets are hygienically cleaned.
  •  All external kitchen surfaces are hygienically cleaned.



The following is NOT included, and you are required to attend to:

A set cleaning time is allocated to our professional cleaners to return a property to an acceptable standard. The following is not our cleaner’s responsibility to attend and if they are required to will result in extra charges for you.

  • Barbeques: Do not leave them dirty, covered with food or fat.
  • Household items and appliances: Those that you use are required to be cleaned and put away prior to departure. Do not leave dishes in the dishwasher, sink or on bench tops. If you have moved items return them to their original position.
  • Fridges: Please remove all your unused food and wipe down shelves.
  • General marks: This includes windows for example covered with dirty fingerprints. A quick wipe over is all that is required.
  • Bedding, quilts and soft furnishings: If there are any accidental stains please launder the item prior to your departure. If you are unsure, please contact the agent. Do not leave bedding lying on the floor or scrunched up in a bundle.
  • Rubbish: Please do not leave in or around the home, this includes wrappers and cigarette butts. Ensures no uneaten food is left lying around the property. Be sure to use plastic bin liners and empty all internal bins into the outdoor bin before placing on the curb side before departure.
  • Toilets: Please flush all toilets and do not leave unwanted items or marks behind or around this area.
  • Before your departure, please check that you have not left any personal items behind including clothes, phones, cameras, charges, DVD’s etc. In the instance that you do leave something behind, and we need to recover the item, it can be posted back to you at your cost. Lost property will only be held for 14 days after which time it will be donated to charity.


Penalty expenses:

Whilst we do not intend in any way to offend, unfortunately many do not consider the impact on the property, cleaners or following guests. We sincerely appreciate the effort many guests do make however we must enforce the following penalty expenses:

  •  Additional cleaning charged at min of $+61885525744 per house.
  •  Recycling and rubbish removal charged at $50.00 per removal.
  •  Laundering charged at $50.00 per bag or cost of replacement if not in acceptable condition.
  •  If the property is left unlocked $+61885525744.


These guidelines will form part of your terms and conditions. Please do not hesitate to discuss any concerns or queries you may have with us.