Frequently Asked Questions
Does the property I booked have AirCon, Wifi, Heated Pool etc?
All information regarding your booked property is available on the listing page- please search your accommodation name for all the listing information.
Search your property here:
Where do I collect the keys
Keys are to be collected from Coastline Holiday Group office at 4/106 Marine Parade Kingscliff. Usually the keys will be placed in the keysafe for your collection from 2pm. You can also collect after hours using this method.
What suburbs do you have holiday rentals in?
Our portfolio ranges from Kingscliff to Pottsville, including Casuarina, Cabarita/Bogangar & Hastings Point.
How does the security bond work?
We process a pre-authorisation on your supplied card on the day of arrival or on Fridays for weekend arrivals. The amount is $500 or $1000 depending on the level of property.A pre-authorisation on a credit card is a temporary hold placed on funds to verify cardholder payment capability and to ensure sufficient funds. You will not see a ‘refund’ as the hold is not a charge/transaction. It will be automatically released by your bank within 5-10 business days from the date of the pre-auth.
If you are having any issues with your pre-auth release, please contact your bank.
What are your opening hours?
We are open 9am-5pm Monday to Friday.
Closed Saturdays, Sundays and Public Holidays.
During Daylight Savings period, we operate on Daylight Savings Time.
How can I book accommodation at the best price?
The best way to book accommodation would be direct through us as we offer the cheapest rate compared to third party sites who charge additional fees. Repeat guests also receive a discount for customer loyalty.
Is linen included?
All linen is included in your holiday rental, excluding beach towels (check the listing to see if beach towels are included in your property rental). Each bed will be made with top and bottom sheet with pillowcases, plus bath mat, hand towel and face washer per bathroom, plus one bath towel per guest and tea towels for the kitchen. Sofa linen is available upon request only and is not automatically supplied.
What cleaning is included?
Included in your total booking price is the departure clean. This is a general clean and charges apply for excessive cleaning.
Mid stay cleans are not included, but are sometimes available in quieter seasons via direct arrangement with the cleaner.
Can I check in early and/or check out late?
Early check ins and late check outs are subject to availability. Early check ins are available from 11am and late check outs are available until 1pm. Should you wish to come earlier or stay longer, an additional night would need to be booked.
We can only confirm these 1-2 days before the requested special check in/out. Please contact our office at this time to check and confirm.
When do I need to make payment?
If you have booked on a 3rd party site such as Airbnb or booking.com, please consult your confirmation emails for information as the terms are different on these sites.
If you have booked direct, the deposit payment (50%) is due immediately upon making the booking and the balance is due 30 days prior to arrival. If you are arriving in less than 30 days from the date of booking, then full payment is due at immediately. If we do not receive payment from you by the due date we will process payment on the card on file. If there is a failed payment we reserve the right to cancel the booking.
How do I access keys in the KeySafe after-hours/when you are closed?
The key safe is located to the left of our front office doors at 4/106 Marine Parade Kingscliff.
You will receive either an SMS or email to your nominated contact method, which will contain a pin code for the safe.
You will only be able to use this pin from check in time.
On the bottom of the key safe is a small screen, enter the pin code here. Your keys will then be dispensed to you.
We may are only able to hold 1 set of keys in the key safe per property, if you would like a second set (if not already supplied) please visit our office during opening hours.
If you are experiencing problems with accessing the key safe, please call our emergency after hours number on 07 5690 5893.
I have an emergency, who can I call?
During business hours, please call us on our office number, 02 6674 1000. If it is after-hours or when we are closed, please call our Emergency Number on 07 5690 5893. Please note that only genuine emergencies that cannot wait until we reopen will be attended to. If your call is not answered, please leave a message with all of the details of your issue. We thank you for your patience, as our staff are human too!