Frequently Asked Questions
|1. Quotes - When will I receive my Quote?|
Visitors can click Request a Quote on a property for Price and Availability from the Property Manager. Property Managers will quote the best rate available for that time of year, length of stay and group size.
Quotes are sent 3 times per day 11am, 3pm and 11pm. Awaiting Property Manager - this means the property manager has not submitted price and availability. Not Available - means the property can not be booked. Rent-A-Home automatically sends reminders to the property manager to complete your quote enquiry. Please note Price and Availability is not available over the phone.
|2. How do I Make a Reservation?|
Visitors can Make a Reservation from a Quote for any Available property or via the Tariff Rates. Reservations are processed daily, however, please allow up to 48 hours for your reservation to be Accepted. Reservations for EasyPay properties will receive a confirmation, receipt for payment and key collection details. Reservations for DirectPay will receive a confirmation from the property manager.
Your reservation might be Rejected if the property is unavailable or your group size or type does not match the property requirements. Rent-A-Home may try to send alternative options.
|3. Inspections - Are Visitors able to Inspect properties?|
We welcome inspections however they may not be always feasible. Inspections for longer stays are possible subject to availability, occupancy and property servicing. The property must first be quoted as available with a price for your requested dates. Typically, one inspection is provided for each month's stay. eg for a 3 month stay, 3 inspections may be feasible. To request an inspection simply reply to your Quote email. Please note that properties are not held and may be booked by other visitors.
|4. Is Rent-A-Home.com.au licensed?|
Rent-A-Home.com.au is a licensed real estate agent based in New South Wales and holds all booking funds in regulated Trust Account.
Rent-A-Home.com.au is also a member of the Real Estate Institute of New South Wales, the largest professional association in the industry. Rent-A-Home is also a winner of the REINSW Awards for Excellence Best Website, and the Winner of the Telstra Business Awards.
|5. What is the Security Deposit?|
A Security Deposit (similar to a Bond) may be required by the property maanger on Arrival. Typically credit card details or cash is required. The standard amount of the Security Deposit or Bond is $500 or 10% of the total rental, whichever is greater. The Property Manager may require a larger Security Deposit or Bond over peak season, luxury properties or with large groups.
The Security Deposit is kept by the property manager until the property has been vacated and an inspection of the property has been carried out. If there has been no damage to the property the Security Deposit is returned to the visitor. Please contact your property manager before arriving to reconfirm the Security Deposit or Bond required.
|What is the 25% āHolding Depositā?|
In order to secure a booking, a Holding Deposit is required equal to 25% of the total rental amount.
The remaining 75% of the total rental is required 30 days prior to the arrival date to finalise the booking or in full if booking close to arrival for a short stay.
|What is the āRemaining Balance Paymentā?|
Visitors must pay the outstanding balance of the rental booking at least 30 days prior to the arrival date. The Remaining Balance is usually 75% of the rental for short stays. For stays of more then 8 weeks, we will provide a Payment Schedule with the date and amount when payments are due.
|What happens if the 'Remaining Balance Payments' are not made?|
If the Remaining Balance Payments are not made by the due date (30 days prior to the arrival date), Rent-A-Home.com.au will endeavour to contact the visitor, however it is the visitor's responsibility to ensure the payment is made. If payment is not completed, Rent-A-Home.com.au will consider the booking cancelled by you and we may reallocate the property to another visitor. Refer to the terms and conditions for visitors for details of our Refund policy.
|How do I make the Remaining Balance Payment?|
It's so easy! Visitors just need to return to the Rent-A-Home.com.au home page and enter their Booking Reference and Surname, and their booking details will be provided with a convenient online payment form. Alternately we can accept payment details over the phone, by fax or by direct deposit. Check your Booking Confirmation for your Booking Reference and Rent-A-Home's bank details.
|What if I am Booking a property less than 30 days prior to my Arrival?|
100% of the total rental will be required to secure the property and finalise the booking.
|What is the Property Address?|
The Property Address is provided on the booking receipt and emailed to you in your booking confirmation. If you require specific information during the Quote process please contact our office. Please see our online maps for the street location of the property.
|What is an Area Match?|
Properties that are available in the area requested will be shown (even though they might not have all the other property features you specifically requested).
Eg. If you searched for Bondi with parking and airconditioning during Christmas holidays. All Bondi properties available on these dates will be shown.
This means that if you really need this location but are flexible on budget and features, Area match will work best for you.
See also Exact Match and Budget Match.
|What is the Arrival date?|
The day on which the booking starts, and from which the rent is calculated to commence, is the arrival date. Visitors are able to collect the keys from the Property Manager after 2pm on the arrival date during normal business hours. The arrival date is also the first night at the property. Contact your Property Manager in advance if you are arriving outside of normal business hours (9am-5pm, Mon-Fri). If you arrive early in the morning we recommend you book the night prior as this is the only way to ensure immediate check-in.
|What does it mean when a property is āAvailableā?|
Properties marked as "available" are open to enquiries. Sometimes existing guests extend so availability can change. Please send in a Quote Request to obtain a rate for your preferred dates and to check Availability. Because of a large number of visitors to the website, the Availability may change so we encourage you to progress with your preferred property.
|What is meant by a "bathroom"?|
A bathroom includes a toilet, washbasin and shower/bath. A facility without a shower/bath is defined as Ā½ a bathroom. For example, a property with 1Ā½ bathrooms features two toilets and one shower/bath.
|What is meant by the number of bedrooms?|
The number of defined sleeping areas that are separate from the dining and lounge or recreational areas constitute the bedrooms. This does not include any outside structure such as a closed-in veranda or porch that may have sleeping space.
|What is meant by the number of beds?|
The number of beds is specified for each property. For example, double beds are defined as one bed; however, they are classed as sleeping two people.
|How do I check and pay for my Booking?|
Visitors can pay check the details of their booking, and make payment securely online, by entering the Booking Reference and their Surname (Family name) on our home page.
|Can I change a booking?|
Once a booking is made, changing the booking involves cancelling the existing booking and rebooking the same property on alternate dates or booking another property. This will incur an administration charge as per the Refund Policy.
|What is the booked period?|
The time between the first night and the last night inclusive constitutes the booked period and is the period by which the total rental is calculated.
|How do I make a booking?|
Booking a property is straight forward:
Step 1) Select your preferred properties and Request a Quote. We will send you confirmed price and availability.
Step 2) Then you can complete a booking or reservation form by clicking 'Make Reservation'. Alternatively a Reservation form can be downloaded from our Visitor Terms & Conditions page or your Quote.
Step 3) Once we receive your reservation form, a consultant will then process details and send a Booking Confirmation, payment receipt with arrival and key collection information.
|How much does accommodation cost per night?|
Accommodation rates vary depnding on the type of property, how long you stay, and the time of year.
We Quote you the best rate for your length of stay. Discounts are included in your quote for long stays.
The From price is typically for a 3 month stay. Peak season rates may apply for short stays.
Submit a quote to check availability to obtain the best price on your preferred apartment.
For capital cities like Sydney a budget of around $50 per person per night is good starting point. If you require parking and recreational facilities a higher budget would be necessary.
|What is a Budget Match?|
Properties that are within your budget per night with the requested features will be shown, but are located in other nearby areas.
Eg. If you searched for Bondi with parking and airconditioning during Christmas holidays under $100 per night. All properties available in the Bondi area within this budget and with these features are shown.
This means that if you really need these features within this price range but are flexible on location, Budget match will work best for you.
See also Exact Match and Area Match.
|Am I allowed to cancel a booking?|
Bookings may be cancelled, however, additional charges apply.
Please carefully read the refund and cancellation policy in the terms and conditions before listing or booking a property.
|Are children permitted at properties?|
Children are welcome at properties. However, some properties are not suitable for young children because of balconies or luxury properties. Property Managers indicate on the advert if children are permitted. Please check this information carefully before making a booking.
|Who cleans the property?|
Visitors are responsible for ensuring the property is left in a clean and tidy condition.
Most properties require a standard cleaning fee to be paid for a professional post-departure clean, prior to the next guest's arrival.
If the property is not left in a clean and tidy condition, the property manager may arrange for extra cleaning which would be deducted from the visitor's security deposit.
Visitors who require regular cleaning service during their stay can arrange this at the time of their booking.
|Are cooking facilities available at all properties?|
If the check box is ticked, a gas or electric stove is available for cooking and an oven may be included. Visitors with special requirements should notify Rent-A-Home.com.au who would be happy to assist.
|What is Corporate Standard Accommodation?|
Properties with quality furnishings, fittings and fixtures, in newer buildings and which are well positioned to transport are more suitable corporate and business travellers.
The apartments also are equipped for corporate clients with items like iron, ironing board and often features such as study desk, ADSL connection and 24 hour conceirge.
Rent-A-Home identifies well managed properties which have been well reviewed by previous guests to assist you in making your choice between properties.
|Does Rent-A-Home store my credit card details.|
Credit card details you provide when making the booking are encrypted and stored securely for the purposes of the booking and any unpaid rental, damagages or incidentals will be processed to the card provided. We send an account reminder prior to processing the card.
|What is the Credit Card Service Fee?|
A credit card service fee of is applicable on the amounts processed by credit card. This service fee appears as a separate transaction on your credit card statement.
The service fee for Visa, MasterCard, Bankcard is 2.2% inc GST and 3.3% inc GST applies to Diners Club and Amex. A credit card is required as a security deposit for all bookings.
To avoid a credit card service fee, payment may be made directly to the Trust Account, deposits must have SURNAME and BOOKING Reference to ensure your payment is identified and booking confirmed. Bank account details for payment are provided on your Booking Confirmation.
|In which currency are all rental rates, fees and charges quoted?|
All monetary amounts displayed on the Rent-A-Home.com.au web site are in Australian Dollars (AUD$). Users of the Rent-A-Home.com.au web site should check with their credit card merchant to determine the currency conversion rate that applies to their transaction.
|What if I am not happy property?|
If the property is not clean and in good order upon arrival, please contact the property manager immediately.
|What if I break something?|
At the time of arrival, all visitors may be required to leave a security deposit with the property manager. Any damage to the property that occurs during the visitor's stay will be the responsibility of the visitor. Any costs incurred by the property manager as a result of these damages will be deducted from the visitorsā security deposit. All damages and breakages must be reported to the property manager immediately.
|When do I need to Depart the property?|
Visitors are required to vacate the property by 10am on the day following the last night of rental. The rent is calculated up to and including the last night. The property must be left in a clean and tidy condition and the keys must be returned by 10am. The security deposit will be returned to the visitor following the inspection. Visitors should arrange the inspection with their property manager if required.
|What is DirectPay?|
DirectPay means visitors pay the property manager directly for all accommodation and incidental charges. The property manager will provide payment details (Rent-A-Home does not process any payment). Please contact your property manager if you have queries regarding any payment via DirectPay.
|What is a EasyPay?|
Rent-A-Home is able to process payment for properties that show EasyPay. This means Visitors can benefit from the peace of mind of our registered Trust Account and Booking service.
|Are my credit card details secure?|
Rent-A-Home.com.au uses a secure-server and payment details are encrypted. National Australia Bank provides the payment gateway.
If you do not feel comfortable transacting over the internet, Rent-A-Home.com.au has several payment options including faxing payment details, payment over the telephone and payment by post (bank cheques only).
On arrival you will be required to provide the same credit card to the property manager, with photo identification (either a driverās license or passport) to make the required security deposit.
|What does āenquiries welcomeā mean?|
Visitors are welcome to enquire about properties by emailing Rent-A-Home.com.au and quoting the property reference number.
|What is an Exact Match?|
Properties that have exactly the requirements you specified in your search will be shown in the results.
Eg. If you searched for Bondi with parking and airconditioning during Christmas holidays. Only properties with exactly these specifications will be shown.
This means that if you really need a particular type of property, Exact match will work best for you.
See also Area Match and Budget Match.
|Are the listed properties furnished?|
All properties listed by Rent-A-Home.com.au are furnished. Furnishings may vary as well as the linen provided, please read the property advert carefully to ensure the property has the inclusions you require.
Shared accommodation is not available.
|How are properties graded?|
Properties are graded according by the property managers. Grading helps ensure that visitors can reasonably compare properties in terms of features and value for money
The grading system is as follows: one-; two-; three-; four- and five-stars, with five stars being the highest grading a property can achieve.
5 star - Luxury property with exquisite fittings and furnishings. Typically boasting an extensive complement of domestic, entertainment and luxury features such as: water or city views, multiple car garaging, pool or spa, tennis court or gym, concierge, exceptional privacy and fresh linen.
4 star - superior fittings and furnishings. Ideal for international guests, executives, honeymoon couples. Properties typically have wide range of domestic, entertainment and luxury features.
3 star - standard accommodation that is ideal for families or longer stay visitors. Typically has full domestic complement, selected entertainment facilities and possibly has views and parking.
2 star - basic accommodation that typically includes own cooking facilities, TV/VCR and telephone. May have shared washing facilities (in apartments).
1 star ā basic accommodation for those on a tight budget. Typically includes own cooking facilities, TV/VCR and telephone. May have shared washing facilities (in apartments).
|Will GST affect my registration fee?|
The registration fee for Property Managers is for a one-year duration and may be subject to GST. Any GST due on the registration is paid at the time of the first letting.
|Are property rental rates affected by the GST?|
GST may be applicable on some properties. All rental prices shown are quoted as GST-inclusive.
Any other services requested by the visitor (ie such as regular cleaning) may attract GST.
|Still need help?|
If your question is not answered in this FAQ list, please feel free to contact us at firstname.lastname@example.org
|May I inspect a property?|
Inspections - for longer stays are possible subject to availability, occupancy and property servicing. Please send an email if you have any specific questions about the property and we shall respond with detail in writing. Sometimes for short stays inspections are not possible as we do not have onsite managers at all locations.
|Does each property have internet connection?|
Each property is different so please check the property advert to ensure the internet set up suits your requirements.
There are several types of internet connections: Dial Up, ADSL and Unwired.
Dial Up and ADSL require a telephone line to be active. Telephones are available in most properties but not all. Unwired connection is similar to mobile phone connectivity.
Dial Up Connection -
The cost of connection is typically the local call charge. You need to bring your own cable and modem. www.telstra.com, www.iprimus.com.au and www.optusnet.com.au are considered good providers. You may need to join a plan/contract with these providers, although some have trial periods.
ADSL - these services are subscription based and involve a set up cost and hardware. Rent-A-Home does not provide these so ADSL generally is only suitable for long stay guests or those relocating to a permenant home in Australia to which an account can be transfered after their temporary accommodation. There are external companies that provide a short term ADSL service.
Unwired internet is available in most metropolitan areas and suburbs. Its easy to arrange, at relatively low cost for short stays. A wireless modem is couriered to your property with a CD ROM application. Check the signal map to ensure that you can receive connection at the location of your property.
We have external providers for ADSL and Unwired. See our home page link for details.
We recommend that you double check the internet solution is available and suits your needs prior to booking your accommodation.
|When do I have to return the keys?|
The property manager will inform you of the arrangements for the return of keys. Typically the visitor must depart the property by 10am on the departure date (ie the day following the last night).
Some property managers may require visitors to drop the keys off at the manager's office or the keys may be collected at the property by the manager at the time of the pre-departure inspection. Additional charges apply for late key return or loss of keys.
|How do I get the Keys on Arrival & where do I return the Keys on departure?|
Keys are collected from the Property Manager during normal business hours. An additional fee applies after hours. Please contact your property manager to make arrangements. Visitors must return all keys to the Property Manager. Failure to return the keys to the Property Manager will result in forfeit of part of the security deposit sufficient to replace all locks on the property to which the keys relate.
|Are laundry facilities provided?|
The laundry facilities available at each property are indicated in the property details. A washing machine is provided and may be a front or top loading machine. Washing detergents may not be provided and visitors are encouraged to make their own arrangements.
|Are clothes dryers included as part of the laundry facilities?|
Clothes dryers may also be provided and these are indicated separately for each property.
|Why are some properties removed from My Quote because of Lead Time?|
Some properties are only able to take enquiries a limited time prior to the arrival date. For example, a Lead Time of 60 days, means the property will take enquiries 60 days prior to arrival. Please select an alternative property or wait until inside the Lead Time.
|Will fresh bedding and bathroom linen be provided?|
Most properties provide linen for beds and towels. Some properties do not provide any linen. Please read the property advert to ensure that the bedding available suits your requirements.
|What is the Minimum Period I can Book?|
Each property has a Minimum Stay set by the property manager. Minimum stays are not negotiable.
A visitor may arrive and depart within the period booked at their convenience provided that they comply with the terms and conditions.
|What happens if a visitor wishes to extend their booking?|
A visitor may request to extend their initial booking, however this request must be made to Rent-A-Home at least 24 hours prior to the departure date. Extensions are subject to availability. If the property is not available beyond the departure date the visitors will be required to depart and Rent-A-Home.com.au will endeavour to find suitable alternative accommodation. Full details are outlined in the Terms and Conditions for visitors.
|Are parties or functions allowed?|
No, properties are provided for residential accommodation. Parties can create disturbance to neighbouring properties and often result in damage to the furnishings. The maximum number of people permitted is shown on the property advert. If a Visitor hosts a party the booking will be terminated without refund.
|How do I pay?|
We have a range of convenient payment options to suit your needs:
1. Online payments can be made on our web site 24 hours a day, by simply entering your credit card details onto the online payment form. Use the 'Check My Booking' feature on our homes page.
2. Postal payments can be made by sending either a Bank Cheque or International Money Order to pay the Rent (payable to Rent-A-Home.com.au Pty Limited Trust Account) or Registration Fees (payable to Rent-A-Home.com.au Pty Limited General Account).
3. Alternatively, payments can be made by contacting Rent-A-Home.com.au by phone or fax and quoting your credit card details.
Full payment instructions are provided on the online Registration and Booking Forms.
|Are pets permitted?|
Some properties allow Pets and will display Pets Permitted. Visitors will need to advise the type and size of pet and whether the pet is indoor or an outdoor pet. Properties that do not show Pets Permitted will not accept pets. A Pet Bond might be required to deodourise and disinfect the property prior to the next visitor arrival.
|What is PowerSearch?|
Looking for a specific suburb, activity or tourist attraction? Simply type in the desired keyword and let the search engine do the work. For example, you may be looking for a property near a surf beach. Just type in surf and Rent-A-Home.com.au will display all properties with the word surf contained in their description.
|Are my personal details secure?|
|How does QuickSearch work?|
QuickSearch is an easy way to find properties.
QuickSearch looks in the postcode, property description, specifications and price range to find the right property.
"potts point apartment pool view" would find a specific type of apartment, and those with "potts point" in the description.
You can also use the postcode eg. 2011 to search an exact suburb.
Its a great way to find qualitative features eg. polished floor boards, garden apartments, waterfront apartments.
|Are receipts provided?|
Yes. Rent-A-Home.com.au provides receipts for all payments received regardless of the method of payment.
Online transactions will generate an automatic receipt which can be printed out for your own record.
A faxed receipt will be sent in response to payments by fax on request.
For telephone and post payments, Rent-A-Home.com.au will post a receipt on request.
Rent-A-Home.com.au is able to provide an additional receipt if required.
|When will the refund be paid?|
A refund may take up to 7 days to be processed. Refunds are processed in Australian Dollars. Overseas credit cards may require an additional 3-5 business days before the refund will appear on your credit card statement.
|What is the REINSW?|
The REINSW is the Real Estate Institute of NSW. The REI is Australiaās largest professional organisation in the property industry. Only licensed real estate agents that meet the strict requirements of the Institute are eligible for membership.
Rent-A-Home.com.au is a member of the REI in NSW, Australia which means visitors can rest assured that Rent-A-Home.com.au strives for the highest professional and ethical standards set out in the Code of Ethics.
Further information is available at www.reinsw.com.au
|How do I use the maps?|
Our easy to use maps provide a simple and effective way to find the right property for you. From the home page, simply select your desired State within Australia, then select the region within the State. Selecting a region updates the location dropdown box to list specific suburbs in which Rent-A-Home.com.au has properties. Once you have chosen your State, region and sub-region, just press āgoā to view your search results.
|What is the security deposit?|
A security deposit (similar to a bond) may be required by the property maanger on Arrival. Typically credit card details or cash is required. The standard amount of the deposit is $500 or 10% of the total rental, whichever is greater. This is kept by the property manager until the property has been vacated and an inspection of the property has been carried out. If there has been no damage to the property the security deposit is returned to the visitor. Its best to contact your property manager before arriving to reconfirm the security deposit or bond required.
|How many people can the property accommodate?|
The number of persons that can be accommodated is specified in the property description.
For example, a double bed sleeps two people for example. The number of people that the property 'sleeps' may include sofa beds.
The number of sleeping spaces is the maximum number of people permitted to stay overnight at the property.
A surcharge may apply if more people are accommodated at the property (see the relevant terms and conditions for visitors).
|What is a Suburb?|
To help visitors find the right property, suburbs are provided in the location dropdown box. Simply by clicking on a region, the location box will be updated with all suburbs/towns in which Rent-A-Home.com.au has properties.
|What Swift Code do I need for an overseas funds transfer? How long does it take for funds to reach Rent-A-Home.|
The SWIFT code identifies the specific bank and branch for money transferred from overseas. Rent-A-Home's SWIFT code is NATAAU3302S - Sydney. Please allow 7 days for funds to reach our account. Although funds may have left your account and we might see funds in our account, must receive our bank's Credit Advice Notice advising us of the exact payee, then we immediately update your online balance.
|Are visitors able to make telephone calls from the property?|
Telephones are available at most properties. A connection fee and call charges may apply. If visitors have special communication requirements, a prepaid calling card may provide the best solution. Please check with the property manager to ensure that the telephone service available meets your requirements.
|What is the total rent?|
The total rent is the calculated rental for the selected period from the arrival date to the departure date. The full amount of the total rent must be paid 30 days prior to arrival.
|How is the total rent calculated?|
The rent for each property is quoted on a per-night basis for the availability. The total rent is calculated by summing the daily rate that applies from the arrival date until the departure date.
|When is the rent payable?|
The full amount of rent is payable 30 days prior to the arrival date.
25% of the total rent is required as a holding deposit to secure the booking when the booking is first made. If this is not paid by credit card online, the payment must be received by Rent-a-Home within 3 days.
The remaining 75% of the total rent is required to finalise the booking at least 30 days prior to the arrival date.
|What does it mean when a property is unavailable?|
A Property is classified as āunavailableā when it is not able to be booked during the designated dates.
|Which utilities and what usage are typically included?|
Utilities are: electricity, water and gas.
For short stays typically less than 3 months, utilities are typically included. Reasonable usage is covered by the property manager/ landlord. Excess bills (more than 25% on same period previously) are payable by the Visitor.
For long stays of more than 3 months or leases, typically utilities are excluded and billing for electricity, gas and water usage charges are paid by the Visitor.
|What constitutes a view?|
Some properties are described as having views. These might be views of the city skyline, harbour/sea/river/water or district views from the property.
|Who is a visitor?|
A person or family that has booked or intends to book a rental property with Rent-A-Home.com.au.
|What is the weekly rate?|
The weekly rate is the rent quoted on a per week (7 nights) basis. If you are staying 10 nights, the weekly rate will be pro-rata unless booking rules apply at that time of year. For example during December, bookings may run weekly from Saturday to Saturday only.
|Is wheelchair access available?|
Wheelchair access is indicated in the property details for each property. This may mean that the property is set at ground level and that there is adequate access for wheelchairs throughout the property, or that there is access via an elevator etc. Visitors requiring wheelchair access are encouraged to contact Rent-A-Home.com.au to help find a suitable property.