Frequently Asked Questions
Who is Alloggio?
Alloggio Pty Ltd are short term, holiday and corporate accommodation specialists, incorporating Port Stephens Accommodation, Winning Holidays and are range of properties in NSW and the ACT. We all work as a team to ensure the best experience for our guests and property owners.
Have I paid?
This depends on where you made you booking. Terms and conditions regarding your payment, cancellations etc are found on the website where you made your booking. Check your confirmation email to see if you have paid!
When do I need to pay a deposit?
For direct bookings with Alloggio, a deposit of half the total tariff is required at the time of booking. All deposits paid for holiday accommodation become non-refundable after 48 hours.
When do I need to pay the balance?
For direct bookings with Alloggio, the balance is due seven 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?
The majority of our properties supply linen packs, it will be clearly stated in the property description on our website if linen is not provided. You need to bring your own toiletries (soap, shampoo, laundry powder etc) and general condiments (food, coffee, tea, salt and pepper, oil etc). 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?
Extras such as portacots, high chairs and baby gates can be ordered from our website. Golf at Horizons Golf Club can also be booked. To arrange for any of these extras use the 'Extra's' tab when making your booking online.
Where do I pick up my keys?
Check in is from 2pm on the day of your arrival and checkout is by 10am on the date of your departure. For Port Stephens properties all keys can be collected from the alloggio key hub (4981 Nelson Bay Road, Nelson Bay). Please also ensure that your keys are returned to the same location by 10am on the day of your departure. For properties in Newcastle, Sydney and Canberra you will be emailed property specific information prior to your arrival.
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 some public holidays.
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. For Port Stephens properties, keys must be returned to the same place they were collected from by 10am.
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 02 4981 1577 or firstname.lastname@example.org 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.
Do all properties have air conditioning and wi-fi?
No, properties are as described on the internet. While we do have a growing number of properties with features such as air conditioning and free wi-fi, it will always be mentioned if these are available.
What do we do if we lock ourselves out of the property?
If you lock yourself out you will need to contact our office. A charge may be applicable and proof of ID will be required.
If you have any further questions then please don't hesitate to contact our friendly team on 02 4981 1577 or email us here.
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