Is Accom Nelson Bay and Port Stephens Accommodation the same business? Yes, the company name is Accom Nelson Bay Pty Ltd and we trade as Port Stephens Accommodation. We manage a mix of holiday, permanent and commercial properties.
When do I need to pay a deposit? A deposit of half the total tariff is required to confirm a booking. Your booking will be treated as tentative until the deposit is paid and can only be held until the deposit due date displayed on the booking. All deposits paid for holiday accommodation become non-refundable after 48 hours. Personal cheques are not accepted.
When do I need to pay the balance? The balance is due 14 days prior to arrival. If you book within this time frame then full payment is required at the time of booking.
What do I need to bring? You need to supply your own personal linen (pillow cases, sheets, towels, tea towels). Pillows, blankets and quilts are provided and we can organise for hire of personal linen if pre arranged with our office (see booking form on our website). We do have a few properties that supply linen, in this case it will be clearly stated in the property description on our website. You also need to bring your own toiletries (soap, shampoo, laundry powder etc) and general condiments (tea, coffee etc). A pack of basic supplies will be given to you on arrival, but this will not be restocked during your stay. Please note that not all properties have a hairdryer. If you are staying at a property with a pool, you will need to bring your own pool towels and if you are staying where there is a tennis court, you will need to bring your own racquets and balls. All properties are fully self contained with cutlery, crockery, pots and pans etc.
What extras can you offer? If you wish to hire linen we can organise this through Tomaree Linen Hire. This linen will be delivered to the property you are staying in and will be picked up from the property on your departure. We can also organise the hire of baby equipment such as cots, strollers, high chairs, as well as other extra's such as BBQ's. Golf at Horizons Golf Club can be booked, as well as dolphin or whale watch cruises. To arrange for any of these extras use the 'Extra's' tab when making your booking online.
Where do I pick up my keys? All keys must be collected from our office at 7/35 Stockton Street, Nelson Bay. This includes bookings outside office hours (fee applicable).
What are your office hours? Our office is open from 9.00am to 5.00pm Monday to Friday and from 10.00am to 4.00pm on Saturdays. We are closed Sundays and public holidays.
What if I arrive outside of office hours? When arriving outside of office hours you need to still come to our office. You then need to ring the 'Late Arrivals,' number displayed on our office window. A security company will come to our office, open up and give you your keys, a map with clear directions to your property and a Welcome Pack. A fee (cash only) must be paid direct to the Security Guard for this service.
What is the security deposit? On arrival you will need to complete a 'Guest Registration Form' (this can be printed from our website and brought with you when checking in) and organise the security deposit. For your convenience we are able to secure this deposit amount via a "Pre Authority,' on your credit card. This means a reading is taken of your card, but money is not actually deducted from the account unless there is a reason to do so (eg. the state of the property on vacating, damage or broken items). Contact is always made with the guest should this prove necessary.
What time is check-in and check-out? Check-in is from 2pm on your day of arrival and check out is prior to 10am on your day of departure. If you are checking-out outside of office hours there is a key return slot in our front door at 7/35 Stockton Street, Nelson Bay. All keys must be returned to 7/35 Stockton Street, Nelson Bay.
Can I check-in earlier? For earlier check-in you can contact our office prior to arrival to check if early check-in is possible. This is dependant 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 strictly 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.
Who do I call if I have a problem with keys, something not working? If there is ever an issue on arrival or during your stay your point of contact is always our office at 7/35 Stockton Street, Nelson Bay or 02 4981 1577. If it is outside of office hours there will be an emergency number on our answering service that can be called for urgent repairs (eg. burst water pipe, no power).
What if there are insects at the property? Insects are an inherent part of living in Australia. Our properties are regularly fumigated but the east coast is a preferred hoiday destination for both guests and insects. To discourage insects please keep screen doors and screens on windows closed and use the insect spray provided.
What do we do if we lock ourselves out of the property? If you lock yourself out you will need to return to our office to arrange another set of keys (which must be immediately returned to our office). If it is outside of office hours you will need to call the 'Late Arrivals,' number on our office window and a Security Company will open the property up for you (proof of ID will be required and a fee will be involved).
If you have any further questions then please don't hesitate to contact our friendly team on 02 4981 1577 or email us here.