To ensure that your Wollongong holiday runs exactly to plan and expectations please browse our frequently asked questions and if you can think of anymore please let us know.
How long has Emerald & Aqua been established, are you experienced in holiday rentals?
Emerald & Aqua was established in 2008 and has been growing by leaps and bounds every year since, with over 30 properties spread across the beautiful south coast from Stanwell Park to Shellharbour. We are specialised holiday property management agency. We offer a professional, friendly and seamless service which means that your Wollongong holiday should be stress free.
How does the booking process work?
Booking with Emerald & Aqua is a simple 3 step process
Can I inspect a holiday home before booking?
Unfortunately as our holiday homes have a high occupancy rate they are not available for inspection. All of our properties are advertised with a large number of photographs and a detailed description to assist with your enquiry and most properties also feature a floor plan on our website. If you would like to know more about a property or if you have specific requirements please contact our staff.
When do I need to pay my deposit?
Your deposit plus the $40.00 booking fee needs to be paid within 48 hours of receiving a reservation confirmation email from us; this will fully secure the property for the dates you have chosen. Your booking is regarded as tentative and all dates available until your deposit is paid.
When do I need to pay my balance?
For bookings less than $1000.00 full payment is required at the time of booking. Otherwise the balance is due 14 days prior to arrival. If you have booked with 14 days of arrival then full payment is required at the time of booking. For Christmas and Easter bookings all payments need to be finalised 30 days prior to booking.
How can I make payment?
Payments can be made via direct debit into our bank account (all details will be provided in your reservation confirmation email). We accept credit card payment by Visa and MasterCard please note this method of payment will incur a 2.2% surcharge.
Note: We do not accept cheques or cash.
What happens if I need to cancel my booking?
Unfortunately deposits and full payments for our holiday properties are non-refundable within 3 months of arrival, unless the property is re-let in which case you will be charged with a $100.00 administration fee and have the rest refunded to you.
Where do I pick up my keys?
On the morning of your arrival date we will process your security bond and once this clears will send you a text message with the location and code for the lockbox. The keys will be placed in the lockbox for 2pm on the day of check-in.
What if I arrive outside of office hours?
As we leave the keys in the lockbox for by 2pm you are welcome to arrive anytime.
What is the security deposit?
All of our holiday properties require a security deposit to be paid. For your convenience we are able to secure this deposit amount via a "Pre Authorisation,' on your credit card. This means the funds are withheld on your card similar to the process a hotel undertakes. Money is only charged to your card should you breach one of the conditions of letting. Contact is always made with the guest should this prove necessary. On or prior to arrival you will need to complete a 'Guest Registration Form' (this will be emailed to you as part of your reservation confirmation details). If you do not hold a credit card or have cleared funds available on your card you can transfer the $1000 as a cash deposit. If there is no bond claim we can then process a refund of this money back into your nominated bank account within 14 days.
What time is check-in and check-out?
Check-in is from 2pm on the day of your arrival and check-out is prior to 10am on the day of your departure. Keys are to be returned to the lockbox only (please do not leave keys anywhere else).
Can I check in earlier or leave later?
For earlier check-in you can contact our staff prior to arrival to check if this is possible. This is dependent on the property being vacant and cleaned and is never guaranteed. Early check-in is not possible during busy times (eg. Christmas and Easter).
Check-out is by 10am as we are a 24 hour booking service and all cleans are scheduled for 10am to allow for same day check-in of new guests. If you wish to check out later please contact staff to discuss, this will be accommodated where possible and there may be an additional charge applicable for a guaranteed late departure.
We offer a late checkout of 2pm on Sunday’s and public holidays only if there are no back to back bookings.
Do weekly bookings only start from a certain day of the week?
You are welcome to arrive any day of the week.
What do I need to bring?
All of our holiday properties are fully self-contained have fully equipped kitchens that come with basic dish washing products. Our holiday property kitchens are furnished with basic cooking utensils, crockery and cutlery however you will need to supply all condiments and food stuffs. You will also need to bring your own personal toiletries as well as laundry detergent and toilet paper. Please refer to the What to Bring page for further details.
Do you have pet friendly holiday homes?
Some of our holiday properties are pet friendly these can be viewed by flowing this link:
Pet Friendly Properties
You will be expected to sign and adhere to the conditions of a pet clause and some properties only allow pets outdoors. If you have an indoor pet please speak to our staff about this request.
Do your holiday homes have high chairs and porter-cots for babies/toddlers?
Unfortunately our holiday properties do not come equipped with porter-cots or high chairs. These and other baby items can be hired from the company listed below;
Hire For Baby
Phone: 1300 363 755
Who do I call if I have a problem with keys, or something not working?
You will be given emergency contact details as part of your guest online App which you will invited to a week before you arrive.
What do I do if I get locked out of the property?
If you are locked out during business hours you can obtain a spare set of keys from the Emerald + Aqua office located at 2a/373-375 Princes Highway Woonona If you are locked out after business hours please call the emergency contact person listed and they will assist you in getting back into the property. Due to security reasons we are unable to provide a call out service for keys after 9.00pm. Please note that call outs after business hours incur a fee of $55.00 and where necessary locksmiths fees may apply.
Does linen come with the property?
Linen is provided at most of our properties so all you will need to bring is a beach towel.
Note: We have a select few properties that don’t provide linen so please check with our office.
How many sets of keys do you get to the property?
We provide one set of keys to each holiday property. But you have a lockbox available to share keys.
How is the kitchen equipped in terms of food and utensils?
All of our holiday property kitchens are fully equipped; they also come with a basic set of cooking utensils, crockery and cutlery. If you require utensils or dishes for specialised cooking please contact our staff to check if these are available. You will need to supply all food stuffs, condiments and consumable kitchen products such as foil, cling wrap and paper towels.
Do your holiday properties have a BBQ?
Most of our properties come equipped with a BBQ however if this is a special requirement please check the property listing and contact our staff for full details.
Can I hold a function or a wedding at any of your holiday properties?
We do not allow functions or weddings to be held at any of our holiday properties. The price charged is for domestic use only and not commercial. Accordingly this rate does not allow for the extra wear associated with functions in terms of cleaning, garbage removal, wear and tear, repairs etc. Use contrary to this may result in loss of your security bond and/or additional charges.
How do I need to leave the property when I vacate?
The property must be left in a clean and tidy condition. All dishes must be washed and returned to the cupboards. Bins should not be overflowing, if you have extra rubbish you will need to take it with you. If a BBQ is provided at the property it must be left clean. Please remember to take all of your personal items with you. There is a simple vacate checklist at each property that will tell you exactly what needs to be done.
What happens if something is accidentally broken or damaged?
If you notice anything damaged or broken on arrival please contact our staff immediately. If anything is broken or damaged during the course of your stay please report it to our staff as soon as possible. Any damage to the property or contents must be covered by the person who has made the booking and will be taken out of the security deposit. Our staff will discuss any issues with you.
If there is anything we have not covered or you have any further questions please do hesitate to contact our staff on 02 4207 9988. We hope you have a fantastic stay with Emerald + Aqua and invite any feedback or suggestions you might have.