At Moorina Haven Retreat, we have carefully created a peaceful and welcoming space for our guests to relax and unwind. We kindly ask that you treat the property, furnishings and amenities with the same care and respect as you would your own home.

Caring for the Property

Guests are responsible for taking reasonable care of the accommodation and all items
provided throughout their stay.

Please help us preserve the retreat by:

• Using all furniture, appliances and amenities for their intended purpose.
• Leaving the property in a clean and tidy condition upon departure.
• Respecting the gardens, wildlife and natural surroundings.
• Taking reasonable care to avoid unnecessary damage to the property or its contents.

Accidental Damage & Breakages

We understand that accidents can happen, and we appreciate your honesty.

If anything is accidentally damaged, broken or requires maintenance during your stay, please notify us as soon as possible. Prompt communication allows us to organise repairs quickly and helps ensure the retreat remains in excellent condition for future guests.

Our priority is always open, respectful and honest communication, and we will always endeavour to work with guests to find a fair and reasonable solution.

Responsibility for Damage

Guests are responsible for any damage to the property, furnishings, appliances, fixtures or amenities that occurs during their stay where the damage is beyond normal wear and tear.
Examples include, but are not limited to:

• Broken furniture, décor or household items.
• Damage to walls, doors, windows or flooring.
• Damage to appliances, entertainment equipment or kitchen items.
• Stained or damaged linen, towels, robes or soft furnishings beyond normal use.
• Damage to outdoor furniture, the spa or other outdoor facilities.
• Damage caused by negligence, misuse or failure to follow the property’s policies.

Where damage occurs, guests may be responsible for the reasonable cost of repair or replacement.

Additional Cleaning Charges

Our standard cleaning fee covers normal cleaning following each stay.

Additional cleaning charges may apply where the property requires excessive cleaning due to circumstances beyond normal use, including but not limited to:

• Smoking or vaping inside the accommodation.
• Excessive rubbish left throughout the property.
• Staining of carpets, furniture, bedding or linen requiring specialist cleaning.
• Excessive food waste or spills requiring additional cleaning.
• Failure to leave the property in a reasonably tidy condition.
• Cleaning required as a result of unauthorised guests or activities.

Any additional cleaning charges will reflect the reasonable cost incurred.

Missing or Removed Items

All furnishings, linen, robes, appliances, décor and amenities remain the property of Moorina Haven Retreat unless otherwise stated.

Guests may be charged for any items that are missing, removed from the property or intentionally damaged during their stay.

Reporting Maintenance Issues

If you notice any maintenance concerns, safety hazards or equipment that is not functioning correctly, please let us know as soon as possible.

Prompt reporting allows us to resolve issues quickly and helps ensure the comfort and safety of both current and future guests.

Recovery of Costs

By confirming your booking, guests acknowledge that they may be responsible for the reasonable costs associated with repairing damage, replacing missing items or undertaking additional cleaning where these costs arise from negligence, misuse or a breach of the Booking Terms, House Rules or other property policies.

Where applicable, Moorina Haven Retreat may provide supporting documentation, including photographs, invoices, quotations or receipts, to substantiate any charges.

Australian Consumer Law

Nothing in this Property & Damage Policy excludes, restricts or modifies any rights or remedies that guests may have under the Australian Consumer Law or any other applicable legislation. This policy is intended to operate in conjunction with those rights and applies only to the extent permitted by law.

Our Commitment

We understand that genuine accidents can happen, and our approach will always be guided by honesty, fairness and respectful communication.

By promptly reporting any damage or concerns, you help us maintain the high standard of accommodation that makes Moorina Haven Retreat a peaceful and memorable place to stay.

Thank you for treating our retreat with the care and respect it deserves.