FAQ

We try to make your stay with us as comfortable and hassle free as possible. Below we have tried to answer some of the questions we often get asked, if you are unsure about something and can't find the information you need here please email us [email protected].au or phone us on 1300 730 003

Keys
We will text you a PIN number for the lock box located near the door of your booked accommodation on the day of your arrival. Once you have your PIN you are free to arrive when ever it suits you after 2 PM. If you are going to arrive after dark let us know and we will turn some lights on for you.

Location
All our accommodation locations are in central Sale between 5 and 10 minutes walk to the center of town. We will let you know the address of the property your are staying in during the booking process. If you forget or just get lost please call us.

Payment
Payment for your stay is generally charged the day before your arrival. For any long term stays we will have a payment plan agreement in place prior to your arrival.

Check In and Out 
Normal arrival time is anytime after 2 pm and departure by 10 am. Sometimes we can vary these on request please contact us in advance to discuss.
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Terms and Conditions 
​    At the time of making your booking, we will require a copy of your drivers licence/or photo id; you can email it to:  [email protected], or you may contact us directly to text information.
  • Bookings made via 3rd party booking agents are subject to 3rd party terms and conditions. For all direct bookings, cancellation times for full refunds are equivalent to your length of stay. ie if you are staying for 7 days, the cancellation time prior to check-in is 7 days, with a minimum of 48 hrs and a maximum of 30 days. Cancellation notification times less than these will result in full booking charges being made. If we get a subsequent booking in your cancelled time, we will credit the value of this booking to your cancellation fee. Bookings during Victorian School Holiday dates and long weekends are non-refundable if cancelled less than 30 days from initial check-in dates unless we manage to get a replacement booking for the same dates of the same value. We strongly recommend international and interstate guests have appropriate travel insurance.
  •  Check-in time is any time after 2 PM and check-out time is strictly 10 AM.  Late check-out may be available but must be agreed to beforehand; send us an email so we can talk about the options.
  • Your credit card may be charged or pre-authorised for the value of your stay plus a refundable security amount before the check-in date. For Victorian School Holidays and long weekends, we require a 50% deposit 90 days before check-in and the balance of payment at 30 days from the check-in date.
  • Credit card fees will be  charged as per RBA Surcharging Regulations - 2 % for VISA + MCARD, 3% AMEX  as of 1/12/22
  • We reserve the right to charge a non-refundable deposit for some periods of the year.
  • All apartments are NON-SMOKING; if anyone smokes in the apartment, a deep cleaning fee of at least $500 will be charged to the room. This includes smoking in doorways. If you need to smoke, you can do so outside away from doorways, but all butts must be disposed of appropriately.
  • Any cleaning required after you check out beyond a standard clean will be charged to your credit card; this includes but is not limited to removal of excessive cooking products, food, rubbish or any other work required.
  • The removal of any odours or staining of any type will be charged to the customer and may include further accommodation charges if a remedy can not be put in place by 2 pm on the day of check-out.
  • If linen is damaged by the use of spray tan or other beauty products or is heavily soiled, a cost for new linen will be charged.
  • Reasonable utility costs are covered in quoted room rates. Excess usage beyond 30 kw/hr per day will be charged at the current rate.
  • No customer-owned heating, cooling or cooking appliances are permitted to be used in the premises without prior approval due to safety concerns.
  • Any damage, breakage or loss of any part or fixtures of the accommodation will be added to the room account at replacement or repair value. 
  • We are in very quiet locations and have a strict No Party Policy. Only guests who are booked into the apartment are able to remain on the property after 10 PM without prior approval. Bookings will not be accepted from people below 21 years of age unless they are staying for demonstrated work purposes.
  • While many of our customers work while they are with us, it is not allowable for someone to run a business from our premises due to the potential to disturb other guests with extra foot traffic and people on site, etc.
  • We may be able to accommodate dogs by prior arrangement if they are clean, well-behaved, and fully house trained. You are responsible for cleaning up after your dog both inside and outside the apartment on a daily basis. Dogs are not allowed on the furniture. Any extra cleaning required as a result of your dog's visit will be charged to your account. Please introduce us to your dog when you arrive. Pets cannot be left unattended; when going out, you must take your dog. When our cleaners are cleaning your apartment, they should not be able to tell that a pet is or was staying at the property. If pets are brought onto the property without full disclosure, a charge of $35 per pet will be incurred.  For stays of more than 5 nights, the Pet Policy needs to be completed, agreed to, and returned to us via email. The file can be downloaded at the bottom of this page 
  • We do our very best to honor the actual accommodation booked, but sometimes due to circumstances beyond our control, such as physical problems or extension of long-term corporate bookings, we may place you in alternative accommodation. We would try to ensure it is of the same standard or better, and if this is not possible, a refund of the price difference would be made. If a change is required, we will notify you before your arrival. 
  • Rates quoted apply to the number of guests recorded on booking documentation.  Any guests outside the original booking without booking modification or verbal approval will be charged at $35 per person per night. 
  • We may contact you after your stay in regard to follow-up customer service and requesting reviews.
  • By booking, paying and/or staying at At Home Apartments, you are agreeing that the Terms & Conditions are UNDERSTOOD and AGREED and permission is given for all expenses incurred to be charged to the credit card held on file
  • While supplied utilities are available for guest use, we cannot guarantee that they are available 100% of the time. Loss of any utilities due to circumstances beyond our control is not a creditable items ie power or internet outages
  • At Home Apartments is the trading name of 88 Home Solutions Pty Ltd - ABN  97625825210
  • The guest is responsible for all aspects of their vehicle while parked on site
  • No washing or cleaning of cars is permitted on site; any mud or debris from vehicles is the responsibility of the guest
pet_policy_at_home_apartments.docx
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    Terms + Conditions Acknowledgement