Guest Policies
Everything you need to know about booking, payments, cancellations, and your rights as a guest.
Booking Policy
Minimum Stay Requirements
We implement minimum night stays to ensure quality experiences for our guests and maintain our properties to the highest standards. Minimum stays vary by property and season:
- Standard periods: 2-3 night minimum
- Peak periods (holidays, events): 3-5 night minimum
- Extended stay discounts available for 7+ nights
Guest Verification
For security purposes, all guests must complete verification through Airbnb, which may include:
- Government-issued photo ID verification
- Verified phone number and email
- Airbnb profile completion with photo
- Positive reviews from previous stays (preferred)
Payment Policy
Accepted Payment Methods
All payments are processed securely through Airbnb. Accepted methods include:
Payment Breakdown
Your total payment typically includes:
- Nightly Rate: Base accommodation cost per night
- Cleaning Fee: One-time professional cleaning fee
- Airbnb Service Fee: Platform fee charged by Airbnb
- Security Deposit: Refundable deposit (where applicable)
Payment Security
All transactions are encrypted and processed through Airbnb's secure payment platform. We never ask for payment outside of Airbnb. Do not respond to any requests for wire transfers or direct payments.
Cancellation & Refund Policy
Our cancellation policy follows Airbnb guidelines. The specific policy for each property is displayed before you confirm your booking.
Flexible Policy
Full refund if cancelled at least 24 hours before check-in. After that, the first night is non-refundable but 50% of remaining nights will be refunded.
Moderate Policy
Full refund if cancelled at least 5 days before check-in. After that, the first night is non-refundable but 50% of remaining nights will be refunded.
Strict Policy
Full refund for cancellations made within 48 hours of booking (if check-in is 14+ days away). 50% refund if cancelled at least 7 days before check-in. No refund if cancelled less than 7 days before.
Important Notes:
- Airbnb service fees may be non-refundable
- Cleaning fees are refundable if cancelled before check-in
- Extenuating circumstances may qualify for full refund
Security Deposit
Some of our properties may require a security deposit to cover potential damages. Here's how it works:
- Deposit amount varies by property (typically $200-$500)
- Processed as a hold on your card, not an actual charge
- Released within 14 days after check-out if no damage
- Claims for damages must be submitted within 14 days of check-out
Damage Claims Process
If damage is identified, we will contact you through Airbnb's Resolution Centre with documentation (photos, receipts) and a reasonable repair/replacement cost. You have 72 hours to respond before Airbnb may make a final decision.
ID Verification Requirements
We require ID verification for all guests. This is a standard security measure to protect our properties and ensure safety for all guests.
Acceptable Forms of ID
ID information is handled in accordance with our Privacy Policy and deleted after your stay.
Your Consumer Rights
Under Australian Consumer Law, you are entitled to certain guarantees when purchasing services:
Consumer Guarantees
- Services will be provided with due care and skill
- Services will be fit for the purpose you made known to us
- Services will be provided within a reasonable time
- Accommodation will match the description provided in the listing
Your Remedies
If we fail to meet these guarantees, you may be entitled to:
Major Failure
Cancel booking and receive full refund, or compensation for difference in value
Minor Failure
Have the issue rectified within reasonable time, or receive partial refund
Dispute Resolution
If you have a concern or dispute regarding your stay:
- Contact Us First: Reach out to us directly via Airbnb messaging or email at hello@luxurycbdstay.com
- Airbnb Resolution Centre: If we cannot resolve the issue, use Airbnb's Resolution Centre
- External Dispute Resolution: You may contact Consumer Affairs Victoria or the ACCC for further assistance
Have Questions?
If you have any questions about our policies or need clarification before booking, we're here to help.