TERMS & CONDITIONS

During your stay at Emerald Star Cottages we would appreciate that you understand the terms and conditions which you are committing to whilst staying at our lovely property. If you have any queries with regard to these terms and conditions, please do not hesitate to ask us prior to or upon your arrival.

Booking
If you are booking direct through our website a 50% deposit will be required at the time of the booking. You will receive a confirmation email. The other 50% will be required to be paid upon arrival on your booked date. Please refer to our cancellation policy with respect to refunds or changes to bookings.

Payment types accepted are Visa, Mastercard, American Express, JCB and Union Pay.

Please note children of all ages are welcome and parking for all guests is available on site.

Additional Guests Policy 
No non-paying guests are allowed to use the facilities of our cottages or our property without prior arrangement and agreed to by Emerald Star Cottages Management. We do not accept parties of any kind as there needs to be consideration of other guests. We reserve the right to cancel any booking if guests do not comply with our terms & conditions. Thank you for your consideration.

Cancellation Policy/Changes to Bookings
The cancellation policy is as follows for bookings made through our website. A full refund will be given if your booking is cancelled with at least 14 days notice. If 7-14 days notice is given you may only book at a later date or receive a 50% refund. If less than 7 days notice is given, or no show, no refund will be given. If you have to cancel for totally unforeseen circumstances, please contact us directly to discuss.

All cancellations/changes to bookings made through third party booking agents such as Booking.com or Expedia.com etc. must be directed to them.

Reception/Shop
You will find our lovely Reception/Shop located in the first barn as you drive into the property. The reception is not manned all the times, but we endeavour to be onsite between 10am-3pm most days and as required at other times of the day/night. Our Reception/Shop will showcase some unique items for you to purchase as gifts or as a memento of your stay in the lovely Dandenong Ranges.

Check in/Check out
Check in is after 2.00pm and Check out is by 10:30am. On the day prior to arriving we will ask you to please text to +61 (0) 499 805 000 or email relax@emeraldstarcottages.com.au your estimated time of arrival. If you are arriving after 5pm you will need to contact us for information and a door code to access your room. If you require an early check in or late check out, please ask us prior to your arrival and we will see if we can arrange this dependant on other bookings.

Upon Your Departure
On your departure you must ensure the cottage is left clean & tidy.  If a dishwasher is provided, please load it and start the cycle, the clean dishes will then be put away by our cleaning staff. In the two smaller hotel rooms please leave dishes for the cleaning staff to wash.  The property needs to be left in a clean and tidy state, however we do not expect you to fully vacuum, mop or do any deep surface cleaning or laundry.  All trash is to be disposed of in the proper receptacles that are provided at the property (recycling, rubbish, etc).

Damages and Cleaning Policy 
We reserve the right to charge your credit card or to claim from you any costs incurred due to damages made during your stay. Additional cleaning costs required due to the property being left in a poor condition will be charged at a rate of $50 per hour.

Children
Children of all ages are welcome to stay at Emerald Star Cottages however please be aware that it is the parents or children’s guardians that are responsible for monitoring them during their stay. There are quite steep banks on two sides of the property that adjoin the main roads. Whilst we have made provisions to separate these areas it is important to monitor the whereabouts of children at all times. We have several open areas for kids to play in within the grounds immediately surrounding the cottages.

Pets
Pets unfortunately cannot be catered for on our site.

Wedding Groups Policy 
We do not operate as a party or wedding venue but are very happy to welcome the bride & groom for their honeymoon stay or bride and bridesmaids for preparation for the wedding.

Bridal parties must contact Emerald Star Cottages to discuss suitability of arrangements prior to booking.

No non-resident guests are allowed on site without prior arrangement and agreement of Emerald Star Cottages. We do not accept groom and groomsmen parties, hens or bucks’ parties but will consider a whole venue booking for wedding guests and bridal party.

Whole Venue Bookings
Whole venue bookings for your next family get together or celebration will be considered by Emerald Star Cottages management. Please make enquiries directly to us.

Smoking, Candles & Incense Policy 
The lighting of candles and the smoke from cigarettes/cigars/pipes/e-cigarettes or from the burning of incense is not permitted inside any building. There is a designated smoking area near the rotunda. In designated smoking areas please dispose of butts in the receptacles provided.

Candles and smoke represent a major risk of fire/damage to surfaces and fabrics.
If there is damage as a result of the burning of candles or there is evidence of burning candles in a room or if a room is contaminated by smoke from inside or outside smoking or there is evidence of smoking in a room you will be liable for an additional charge, which will equate to the sum of:

  • The daily tariff for the days or part days that the room or cottage is unavailable for other guests due to the effects of smoke contamination and damage.
  • The cost of finding alternative accommodation for subsequent guests as a result of the cottage being unavailable.
  • The cost of cleaning, repairing or replacing any item damaged by the effects of smoking or the burning of incense. This may include the cost of additional cleaning, laundering of furnishings, blinds or other fabrics and the replacement of damaged items.

The minimum charge for either the burning of candles or for smoke contamination of a cottage is $300.
Smoking is permitted in courtyard areas and away from the front doors of cottages. Butt bins are provided in courtyards. Please DO NOT put cigarette butts in the room bins.

Bushfire or Other Emergencies/Severe Weather Policy 
Emerald Star Cottages will accept a cancellation by you for days with an actual or predicted Fire Danger Rating of ‘Code Red’ or ‘Extreme’ for the Central District (Refer www.cfa.vic.gov.au) or alternatively download the Vic Emergency App.
You must notify us of your intention to cancel stating that this is your reason for cancelling and it must be acknowledged by us. Under these circumstances we will refund in full any deposits already paid by you for that unused accommodation. For bookings made through third party booking agencies you will need to contact hem directly and state the same reasons for cancellation.

We reserve the right to close our operations and in effect cancel your booking with us in the rare event that we deem it necessary for your safety or because of an inability to operate due to circumstances beyond our control. This may include significant bush fire danger, road closures, an extended power, water or gas outage or damage to your booked accommodation due to storms or other circumstances. In this instance we will give you as much notice as possible and provide you with assistance where we can. We will either credit or refund in full any deposits already paid by you for that unused accommodation.

On site Emergency
For all emergencies that may occur whilst you are onsite please call 000 first and then contact us via the manager’s mobile 0499 805 000 or alternatively on 0403 259 138 (only if you can’t contact us via the main mobile).

We will obviously try to get to site as soon as possible.

Evacuation Procedure
In the event of a fire or other significant emergency onsite please safely exit your cottage leaving behind belongings and proceed to the driveway area between the two barns. If the emergency is significant enough for you to have to leave the site, please proceed to the road and if necessary drive or walk east up Stewart Road until you come to the first open paddock that is on the left side of Stewart Road. Please use the emergency contact numbers as listed above.

At all times we would endeavour to ensure that people do not travel to the hills during significant bushfire predicated weather however if you are onsite and we receive direction from CFA we would evacuate you to a more appropriate location in the Emerald area.

Power Outages

Living in the hills comes with many unplanned power outages. In the event of an outage, please find torches located in bedside tables or under kitchen sinks. We generally receive a notification of the power outage and will be in touch with you if it appears to be a long outage to discuss any potential refunds if you have to leave the property early. We would also endeavour to help you seek alternative accommodation.

Privacy Policy
The privacy of your personal information is always important to us. We are committed to respecting your right to privacy and protecting your personal information.  All information gathered shall only be used for the purpose of your rental confirmation (including payment, verification of identification, agreement to our terms and conditions and security deposit).  Your information will only be viewed by relevant staff of our organisation.  Our privacy policy applies to all of your dealings with us whether over the phone, website or via e-mail.  Although we uphold the highest form of security protocol, unfortunately, we cannot guarantee 100% security in online dealings.

Guest Privacy
Emerald Star Cottages has five cottages that sit relatively close together. We ask that you be considerate of the privacy of other guests staying on the site and maintain a level of conduct in your cottage and within the grounds that respects everyone’s right to a relaxing and enjoyable stay. If you have any concerns or issues with other guests, please make contact with us.

Concerns or Complaints
During your stay if you have any concerns or complaints please let us know as soon as possible so that we can do our best to rectify the situation. This may include any maintenance issues, noise issues, cleaning issues etc.

Wi Fi
During your stay you will have access to internet via our wi-fi. Please note that whilst we endeavour to provide a fast internet service please be mindful that we are in the Dandenong Ranges and reception can be intermittent at times.

Laundry and BBQ Facilities
Onsite there is a laundry with washing machine and dryer for your convenience. Please ask the manager onsite for access to these facilities. There is also a BBQ available for use. If you use this facility, please ensure that it is cleaned after use.

Guest Tablet
In each cottage you will find a guest tablet supplied to you which contains a wealth of information about the cottages and about the area. You will find suggestions on great places to eat, things to do and places to see during your stay here. If you require any assistance with this, please do not hesitate to ask.
It also contains information on emergency and evacuation procedures.

Please note that if the tablet is damaged or is taken from the property you will be appropriately charged to replace this item.

Appliance Instruction Manuals
The instructions for all your appliances can be found on your guest tablet. If you require further assistance, please do not hesitate to ask.

Extra Bedding
You should find extra pillows and blankets in cupboards in each cottage however if you require extra towels or bedding please let us know. Dependant on your extra needs a small surcharge may apply for the cleaning of extra bedding not allowed for in your room rate. Unfortunately, we do not provide cots for infants.

Firewood

It does get cold in the hills and all of our cottages have reverse cycle heating/cooling systems however you might want to enjoy a lovely fire. Myrtle Loft features an open fireplace and Blackwood Rise features a wood heater. We do not provide wood onsite, but will can help you to purchase firewood for a reasonable price. This can be added to your booking if required – please ask.

Wildlife
On the property you may come across a variety of wildlife such as native birds, wallabies, kangaroos, wombats and other animals. Please be reminded that these are wild animals and should not be approached or fed by you. Doing so may result in injury to yourself and the animal.

If you are fortunate enough to see some of our native wildlife, please enjoy observing them from a distance.

We do have bird feeders on the property and wild bird seed is available from the Reception for feeding. Our guest tablet features information on some of the animals and birds you may encounter on site.

At times possums may find their way into the roof or wall and they are known to jump from trees onto the roof making a very loud noise.  Possums also have a very loud territorial call that may be frightening to some guests. Please do not be alarmed but if this becomes a problem please contact us so that we may deal with the situation.

Native Bushland

At the rear of the cottages there is native bushland that adjoins other properties. We ask that you DO NOT wander into the bush area nor around the back of the big barn. This is for your own safety.

Our guest tablet features information on the flora and fauna surrounding you on our property.

Pests and rodents

Our cottages are old and surrounded by bush areas and therefore attract pests and animals seeking food or shelter. Whilst we have an implemented pest control program in place, rodents and pests re-populate all the time. This is part and parcel of living in the bush. We ask kindly that you help us by ensuring food and food scraps are not left out on benches and outside the buildings. Your help in maintaining a pest free environment is most  appreciated,