Guest Info

We truly care about our clients and believe that great customer service is just as important as the home away from home environment. To ensure we achieve this, we have a comprehensive client care program, some of which is detailed below.

Enquiry

We answer all enquiries within 4 business hours of being received. The only delay may be if your enquiry comes through just after business hours on a Friday, in which case it will be answered first thing Monday morning. Our email is monitored out of hours, so if your enquiry is urgent please mark it so in the subject line and we will come back to you as fast as we can.

Booking

Once your booking is processed we send you an email confirmation with your invoice. When you payment is received we will then email you a receipt with detailed information on how to check-in to your property.

Arrival

Around a week before you are due to check-in you will receive an arrival call from us to answer any questions you may have.

For longer bookings, approximately a week after your check-in you will receive another call from us to make sure you have settled in okay.

Departure

Around 1 week before you are due to depart you will receive an email from us with some detailed information on your departure.

A few days later we will follow up with a phone call to ensure you received the information and answer any questions you may have.

After you depart you may hear from us if you have left anything behind that you may like to have sent back to you and we are pleased to forward your mail for a few months if you give us your forwarding address.

If your question is not answered above, please refer to our Frequently Asked Questions page. Alternatively you can view our Local Information page for additional information about Canberra and its attractions.