Frequently Asked Questions

Check in is from 15.00 unless otherwise agreed to in writing prior to check in.

 

We are unable to provide early check-ins at the time of booking as it’s subject to availability.

 

You will be sent a notification with a payment link via our guest portal within 2 days of arrival. All amended check-in/check-out times are subject to availability and office approval and if we have to decline your request, the funds paid will be refunded immediately.

No, cars must be parked in garages, under carports, on driveways or on the road; costs for repair of lawns due to parking will be passed on to you. Please, never cause a parking congestion.

All CPM houses provide mattresses with mattress protectors, pillows with protectors as well as covered duvets.

 

Linen (flat/fitted sheets, pillow slips, towels) are not provided, however, along with other upsells, such as travel cots, highchairs, beach towels, available as additional booking options from the guest area, which guests will gain access to after completion of the guest registration process.

 

3 different Linen Packs (all including flat sheets & pillow slips/bed; bath towels/guest; face washers, bathmats & handtowels/bathroom) can be purchased.

  • Bronze ($15/guest): only drop off and pick up of linen bags
  • Silver ($25/guest): beds made up on arrival
  • Gold ($30/guest): Silver plus Guest Pack (shampoo, conditioner, shower gel/cap, body lotion, dental kit)

Upon arrival you will find individually sealed coffee, tea, milk, sugar/sweetener, salt/pepper and biscuits. Furthermore, tea towels, dishwashing liquid/tablets, sponge/wipe, paper towels and bin liners as well as toilet paper, soap, shampoo, conditioner and shower gel.

 

The house also provides cling wrap, aluminium foil and baking paper together with basic cleaning supplies such as Spray & Wipe, Glass/Mould/Toilet/BBQ Cleaner and a vacuum cleaner, mop/bucket, dustpan/brush and long-handled broom.

 

All supplies & guest amenities are starter packs, usually sufficient for a weekend; if you are planning to stay longer, please BYO.

Only as many as agreed to on the Guest Registration Form; you cannot have any extra guests unless approved in writing prior to arrival by our office.

No, unless visitors have been applied for and been approved in writing prior to arrival by our office.

No, all CPM properties have a strict no party, no function, no large gathering or after school celebrations policy.

Yes! You must comply with the Code of Conduct and the By-Laws that apply to the property, engage in good neighbourly behaviour, preserve the residential amenity and not be a nuisance or annoyance to adjoining or neighbouring occupiers (e.g. loud music, parking). Particularly noise should be kept to a minimum between 10pm and 8am.

If a complaint is registered, our security service will arrive and issue a written warning, you will forfeit parts of your bond immediately. This includes outside noise after 10pm. If the security company is called out a second time you will be directed to vacate the premises immediately and forfeit your entire bond.

Pets are only allowed at pet-friendly properties and only if  approved in writing prior to arrival by our office.

Pets need to be strictly kept outside unless you have additional written approval that allows your pet inside prior to arrival.

The refundable Security Deposit (Bond) is required in form of a pre-authorisation two days prior to check in and may vary depending on the property, age range/number of guests or booking period.

 

The pre-authorisation puts a temporary hold on some of your funds for the duration of your stay. You cannot withdraw the money from an ATM or spend the money elsewhere while the hold is in place. However, no money is debited when a card pre-authorisation takes place, the funds only show as “pending” on your statement.

 

The withheld funds are used to cover any damage, excess cleaning, missing items, or excess utilities caused by the guest as well as breache/s of any rules regarding residential amenity & good neighbourly behaviour as STRA Code of Conduct, number of guests and/or additional visitors allowed.

When no bond issues have occurred, funds will be released back to you within 7 days after checkout; depending on the banks it may take a few more to make it visible on your statement again.

 

In case of bond issue/s you will be notified in writing about the issues and charges and the funds on hold are converted into a charge

You will be notified in writing about the issue/s along with photos to substantiate and cost for cleaning/repairing/replacing and given 24 hours to respond.

We understand that accidents can happen. It is in everyone’s interest to resolve these issues as soon as possible and we really appreciate your cooperation.
An easy way to report any damages is by submitting the “Maintenance Request & Damage Report” on our website.
http://copacabanapropertymanagement.com.au/property-maintenance/

Please also submit the “Maintenance Request & Damage Report” on our website.
http://copacabanapropertymanagement.com.au/property-maintenance/

No, you are not allowed to move any furniture and please also replace all other items (such as decorative items) you may have moved during your stay back to their original spots before you are vacating.

You must not smoke within the property or a deodorising fee of $250 will apply. Cigarette butts, dirty ashtrays or butts in the gardens or planters will incur a surcharge of $150.00.

Please call our office for assistance; a call out fee of $100.00 will apply if a staff member is required to bring spare keys, after hours or public holiday charges may apply.

Yes! Number of guests in the pool/spa may vary from CPM property to CPM property as well as pool/spa hours.

Check out is strictly 10.00 unless otherwise agreed to in writing prior to check out.

 

We are unable to provide late check-outs at the time of booking as it’s subject to availability.

 

You will be sent a notification with a payment link via our guest portal within 1 day of check-out. All amended check-in/check-out times are subject to availability and office approval and if we have to decline your request, the funds paid will be refunded immediately.

Yes, please leave the property in a tidy condition similar to what it was found on arrival.
Pet-friendly properties – please remove/clean up all dog faeces, bones & bowels.

Yes, all rubbish needs to be taken out. Please do not leave excess garbage beside the bins as it will not be collected by contractors and you will be charged for its removal at cost. Please also use all bins correctly as otherwise they will not be emptied by contractors and you will be charged for the garbage removal at cost.

Yes, please leave the BBQ in a clean condition as otherwise you may be charged.

No, a general clean is included in the accommodation cost, however you will be charged for any additional cleaning time needed due to for example, dirty dishes, excessive sand/dirt or hazard cleans, such as bodily fluids.

Please return the spare key (if A/V) to the hook next to the “Check List for Check Out” where found on arrival and the single key from the key safe back into the key safe.
Please ensure the house is left secured with all appliances turned off and all windows and doors locked.

If you had hired the Bronze Linen Packs, please take all hired white linen off the beds and also collect all white hired bath towels, face washers, hand towels and bath mats and leave them in the entry area in the bags the linen/towels were supplied in.
Only take off the beds the sheets/pillow slips which you received in the linen bags and do not place duvet cover sets, mattress protectors etc. in the linen bags as these belong to the property itself and are washed separately.
If you had hired Silver or Gold linen packs, you do not have to do anything.

Please notify our office to your earliest convenience in writing. Lost Property items are kept for 7 days, then disposed of. If you require items to be mailed to you, they will be mailed C.O.D. at your expense, alternatively a pick up from Copacabana can be arranged.  A $55 charge applies for the each processing of lost property

About us

Copacabana Property Management PO Box 4034
        Copacabana NSW 2251 Australia

Real Estate License No 20 26 32 30

(02) 7257 3005

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Mondays to Fridays from 9:00AM to 5:00 PM

Saturdays/Sundays/Public Holidays from         10:00AM to 12:00PM