Not A Suitable Property
It is always your right to vacate the property if you feel it isn’t up to the standards you expected. If you make this decision, please message through the booking channel that you are wanting to vacate the property. Please tell us the issues, take photos, and leave. At this point, the property will be assessed by a Clean Break employee within 24 hours. Once the property has been assessed the possibility of a refund will be possible. If the property is examined and it was found to be short of expectations, a refund will be given for the nights the property were not occupied. IF the property is found to be completely suitable and within the realm of expectations, a refund will not be issued.
Check In Information Policy
Please take the time to read all the guest information sent to you, it isn’t very much, and as this is NOT a hotel. There isn’t a front desk or 24 hour concierge service. You have chosen to book a short term accommodation and there is level of responsibility the guest assumes in doing so, therefore, read the information sent to you. Failure to do so may impact your stay with us and we will not be responsible if Clean Break has provided all the information (as promised and on time).
Please Read:
1. Today’s message.
2. The 3pm the day before you arrive message.
3. 9am day of check-in message.
Preexisting Medical and/or Physical Conditions Policy
It is the responsibility of the guest to inform Clean Break if they have any pre-existing medical and/or physical conditions that would impact their booking AT THE TIME of their booking OR within the cancellation window. We sympathise with all our guests that have either health or age related issues but, once the guest’s booking is outside the cancellation window, the entire booking fee will be collected. With over 1,000 guests a year booking with Clean Break we cannot ask every guest if they have any medical or physical conditions that would impact their stay.
Cleaning Policy
Clean Break takes the cleanliness of all our properties very seriously but there is also the reality that the average short term accommodation has over 500 items inside the property. This is not a hotel. This is a property will multiple rooms, sometimes over multiple floors. There simply isn’t time to check every single item in every single closet, drawer, or cupboard. This means from time to time the cleaning crew may miss something. Please be patient with us as we will work to resolve any issue as best we can.
Minor Issues – these are small issues the cleaners may have missed in their clean for one reason or another (i.e. a few cobwebs, a ring on a coaster). Clean Break apologies for these minor issues but we cannot give financial compensation for such issues as they aren’t significant enough to remove payment from the cleaning crew BUT we will have an strongly animated word with the cleaners.
Major Issues – these are large cleaning that are absolute paramount to a quality stay. If, upon arrival, it is very clear the cleaning crew was well below an acceptable standard, please take photos and send them through the booking channel. Please then be patient as they need to funnel down to management. Management will examine them, talk to the cleaners, assess what has occurred, and possibly refund part of the cleaning fee.
No Show – If you arrive at your property and it has not been cleaned and you were not told the property was not going to be cleaned prior to your arrival, a 100% return of the cleaning fee will occur.
SMOKING / NOISE / DRUG USE
Clean Break Properties will accept any smoking or drug use in any of our properties and is grounds for immediate dismissal.
Noise complaints will be dealt with on individual basis but a single noise complaint can be grounds for expulsion.
