Guest Policy

Guest Verification

To ensure a safe and seamless stay for all guests, we require identity verification for every booking.

About Your Guest Portal

We use Enso Connect to power your digital Guest Portal and pre-check-in experience.
Through your Guest Portal, you can securely complete identity verification, access your check-in instructions, view house information, explore local recommendations, request early check-in or late check-out (subject to availability), and manage important details relating to your stay.
For non-Airbnb bookings, identity verification and pre-check-in completion is required prior to arrival.
For Airbnb bookings, verification through the Guest Portal is optional, as Airbnb already completes its own verification process. If you would prefer to opt out of additional verification through Enso Connect, please let us know prior to check-in.
Enso Connect uses secure encrypted technology to protect your personal information and is similar to a standard hotel check-in process, helping us provide a smoother, safer, and more personalised guest experience.

Identity Verification

For bookings made through platforms like Airbnb, verification is handled directly by the platform.
For direct bookings or other channels, all guests must complete identity verification prior to check-in. This is securely managed through Enso Connect and is similar to a standard hotel check-in process.

Pre-Arrival Details

You may be asked to provide a few details about your stay to help us prepare and personalise your experience.

Privacy & Security

All guest information is securely collected and stored through Enso Connect. Your data is encrypted and handled in line with strict privacy standards.
We use your contact details to manage your booking, communicate important stay information, and improve your guest experience.
After your stay, we may contact you with feedback requests, updates, or occasional offers related to Bendigo Signature Accommodation. This allows us to improve our service and provide future direct booking opportunities.
Your data is never sold to third parties. We only share information where necessary to deliver your stay, including with secure technology providers.
You can opt out of non-essential communications at any time.
Completion of verification and pre-check-in steps is required prior to arrival to ensure a smooth check-in experience.

Security & Damages

We take great care in maintaining our properties and ask guests to do the same.

Security Deposits

Airbnb bookings: No security deposit required
Direct and third-party bookings: A pre-authorisation hold (typically AUD 500) may be placed before check-in
This is not a charge and is released after check-out (usually within 3–7 days), provided there are no issues.

Damage Waiver (where available)

Some bookings may offer a non-refundable damage waiver instead of a security deposit.
This covers minor accidental damage only and does not cover intentional damage, theft, or missing items.

Guest Responsibility

Please report any damage or issues as soon as they occur.
Guests may be responsible for costs exceeding the security deposit or waiver if damage occurs during the stay.

Property Care

We take pride in presenting our properties to a high standard and ask that you treat them with care and respect.

On Arrival

If anything is not right when you check in, please notify us immediately with photos so we can resolve it quickly.

During Your Stay

Keep the property clean and tidy
Use appliances and amenities appropriately
Respect furniture, décor, and the space

On Departure

Before check-out, please:
Wash and put away dishes or ensure the dishwasher is emptied
Dispose of rubbish correctly
Return items to their original location
Lock all doors and windows
Additional cleaning fees may apply if the property is left in an unreasonable condition.

Lost Property

We are not responsible for items left behind. If items are found, we can arrange return at your cost. Items not claimed within 30 days may be disposed of or donated.

Keys & Access Devices

Lost or unreturned keys, fobs, or access devices may incur replacement and security-related costs.

Prohibited Activities

To ensure a respectful and enjoyable stay for everyone:

No Smoking Indoors

All properties are strictly non-smoking.
Indoor smoking fee: AUD 400
Cigarette litter on the property: AUD 150

No Parties or Events

Parties or events are not permitted without prior approval.

Noise & Quiet Hours

Quiet hours apply from 10:00 PM to 8:00 AM. Please be mindful of neighbours at all times.

Guest Limits

Do not exceed the number of guests included in your booking.
Additional guests may be approved upon request:
AUD 50 per extra guest, up to the maximum capacity of the property
Unauthorised guests may result in additional charges or cancellation of your stay.

Pets & Service Animals

Pet-Friendly Properties

Pets are only permitted in approved properties and must be declared prior to arrival.
Pet fee: AUD 75

Unauthorised Pets

A fee of AUD 200 applies for pets brought without approval.

Service Animals

Service animals are always welcome. Letting us know in advance helps us prepare the property accordingly.

Cancellations & Booking Changes

Cancellations

Cancellation policies vary depending on your booking platform or agreed terms at the time of booking.

Extensions

If you would like to extend your stay, please contact us. Extensions are subject to availability and must be paid in advance.

Early Check-in / Late Check-out

Available on request and subject to availability. Fees may apply.

Overstaying

Unauthorised late check-outs may incur a AUD 100 fee or additional nightly charges.

Shortening Your Stay

Changes must be requested before check-in. Once your stay has begun, bookings cannot be shortened.

Risk & Responsibility

Guest Responsibility

Guests are responsible for their own safety and the safety of anyone visiting during their stay.

Liability

Bendigo Signature Accommodation and property owners are not liable for:
Injuries
Loss or damage to personal belongings
Incidents occurring during your stay

Indemnity

By confirming your booking, you agree to cover any loss, damage, or liability caused by you or your guests.

Communication

We keep communication simple and responsive.

Before & During Your Stay

Platform bookings: Messaging via the booking platform
Direct bookings: Email, phone, or SMS

Contact Details

Phone: 03 4440 1569
Email: info@bendigoaccom.com.au

Urgent Issues

For emergencies, contact emergency services (000) first. Then reach out to us if further assistance is needed.

After Your Stay

We may reach out to gather feedback or share updates. You can opt out of non-essential communication at any time.

Policy Enforcement

Failure to follow this Rental Policy may result in:
Additional fees
Cancellation of your booking
Refusal of future bookings