Customer Service 

Response Times

If your enquiry is urgent please call us. 0416141584 Our response to your sms or message may be slower than usual at the moment. 

We are slowly getting back to business as usual. however we do appreciate your patience at this time. If you are experiencing a delay in receiving a reply to an email or sms, we really appreciate if you can call us. 
Our office hours for general enquiries is 9am to 4pm Monday to Friday
Guests who are checking in or who are staying in one of properties can call us 24/7,  We do have some reduced capacity for attending to guest enquiries between 10pm and 9am.  

Remote Office

If your enquiry is urgent please call us. 0416141584 
Our response to your sms or message may be slower than usual at the moment. 

Please do not hesitate to call us. We have staff in Ballarat who may be able to assist onsite, during your stay if required.   if you need help. We may be between 2 and 4+ hours away from attending onsite.  So please let us know if you have an issue as soon as possible so that we can arrange the closest person to attend as soon as practicle. 

Guest House Manuals/Info

If your enquiry is urgent please call us. 0416141584 
Our response to your sms or message may be slower than usual at the moment. 

We are working towards being able to service all guest needs offsite with upgraded guests hand books, instructional videos and more.  Please let us know if you come across information that needs to be updated or require assistance  with something that is not listed. 

Guest Information

Do I need to wear a mask when checking in or checking out?

No, our check in and check out is contactless, Face masks must be carried at all times, when leaving the property. Visit Face masks - when to wear a face mask for more information
As of 19 January 2022, There are currently no vaccination requirements for guests to access accommodation facilities.

Do I have to show my vaccine pass to book or enter the house?

As of 19 January 2022, There are currently no vaccination requirements for guests to access accommodation facilities.
For more information  please visit Tourism and accommodation services sector guidance FAQ's  

Do I have to sign into the house for contact tracing?

Guests who are not staying overnight are required to check-in using the free Service Victoria QR Code app,
For more information  please visit Tourism and accommodation services sector guidance FAQ's  

Can you accept a booking if I am required to isolate or quarantine?

Yes, As of 19 January 2022 coronavirus.vic.gov.au states: "Yes. People who have been directed to or are otherwise required to isolate or self-quarantine are permitted to stay in commercial accommodation facilities for the purpose of isolation or self-quarantine"
For more information  please visit Tourism and accommodation services sector guidance FAQ's  

Are there any restrictions I need to know about 

As of 19 January 2022 coronavirus.vic.gov.au states: "Accommodation venues can open without any capacity, density or gathering limits." 
For more information  please visit Tourism and accommodation services sector guidance FAQ's  

Can I invite unvaccinated guests to attend my group booking.

Yes, As of 19 January 2022 coronavirus.vic.gov.au states: "business that operates an accommodation premises does not need to see proof of vaccination if guests are only accessing accommodation on the premises."
For more information  please visit Tourism and accommodation services sector guidance FAQ's  

What to do if you test positive for COVID-19 during or after your stay

If you test positive for COVID-19 or  have COVID-19 symptoms, please call us and let us know, please also inform anyone who may have been in contact with you or potentially exposed.  

COVID-19 health enquiries - Hotline
1800 675 398 open 24 hours, 7 days.  
https://www.coronavirus.vic.gov.au/contact-us

Health Direct 
24 hours 7 days a week on 1800 022 222

Cleaning & Property Information

Are any enhanced cleaning and safety measures in place for your holiday properties?

Yes, Our Office and Professional cleaning team

  • Follows the Airbnb Enhanced Clean
  • Wears a mask when interacting in person
  • Follow social distancing where ever possible
  • Wont travel or host a stay if we have been exposed to or have symptoms of COVID-19
  • Wash hands regularly, wears gloves where appropriate

Is this property being cleaned with commercial cleaning products and disinfectant?

Yes,  our professional cleaning team, use commercial cleaning products, and they also attend to high-touch surfaces like light switches, handles and taps cleaned with disinfectant between stays. 

Are all towels and bedding washed between stays in water that’s at least 60°C?

Yes, All our linen is laundered professionally by a local linen service.   

Is your property currently implementing any guest safety measures?

Yes, We have contactless check-in, worker will wear masks should they be in contact with guests. We can attend to anything on the property when you are not there for or use a video call to be shown anything you need to bring to our attention. 

Will guests be able to check in and check out without any person-to-person contact?

Yes,  check in and checkout is contactless. for most of our properties.  We have one property where guests are greeted in person. Guests have the option to check in contactless should they required. 

Lockdowns Changes to Dates and Refunds

What Happens if there is a lockdown?

If the Victorian Government issues a lockdown or implements restrictions that prevent the number of guests traveling on the dates you have booked, We offer a refund or date change.  This is available across all booking platforms for all standard rate bookings.  If you have booked a Non-refundable rates, this rate has been reduced and the booking can not be refunded or moved.

How do I change my dates or cancel my booking. 

Direct Bookings, Booking.com and all other platforms - please call us 0416141584 for assitance. 

For Airbnb - The change or cancellation must be initiated by the guest.  Please select the reservation and then request a change to the date.  Date changes will update as soon as we accept it.  For Cancellations please send us an Airbnb message and ask us to accept cancelation with a refund due to a covid-19 lockdown.
Once we reply and accept, please call Airbnb and refer them to the message. Airbnb will need to process your refund.    
For more information visit Airbnb - Changing a reservation or Cancelling your reservation

What happens if the lockdown is lifted on my arrival date?

If a lockdown is lifted for your arrival date the booking will need to proceed. 

Is it a full refund?

Airbnb Bookings will always receive a refund of the cleaning fee and accommodation fees when guests requests a cancellation for covid-19 lockdown. If a guest has cancelled multiple bookings within a certain timeframe Airbnb may charge the guest an additional fee. Please ask Airbnb about this when you call them to complete the guest initiated refund. Should you need us assist further with the cancellation, we may request an administration fee. 

All other booking platforms, refunds are offered less transaction processing fee 3%, plus a $15 management fee and any payable commission if applicable.

When will I get a refund or my new dates confirmed?

We reserve the right to accept and process date changes or cancellation requests up until 12pm on your arrival date. Please call or message us to confirm when your refund or change request will be actioned.   

My Booking is non-refundable, Can I please still get a refund. 

If you would like to cancel your booking to free the dates for another possible traveller, we are happy to provide a refund to you should the dates be rebooked by another group. 

My Booking says there is a cancellation Fee

Our Covid-19 Lockdown Cancellation policy is offered in addition to the Airbnb/Booking.com etc Cancelation Policy. It is only applied to bookings that are affected by a Victorian Government Issued Lockdown, and is not available for non-refundable bookings. 

Airbnb: Our Properties have the following Airbnb cancellation policies available to them depending on which property they booked and when the booking was placed. - please check the details of your booking.
Non-refundable - Non refundable/Date Changes not possible.
Moderate - Full refund 5 days prior to arrival
Firm - Full refund for cancellations up to 30 days before check-in. If booked fewer than 30 days before check-in, full refund for cancellations made within 48 hours of booking and at least 14 days before check-in. After that, 50% refund up to 7 days before check-in. No refund after that.


Our Covid-19 Lockdown Cancellation policy is offered in addition to the Airbnb Cancelation Policy.  It is only applied to bookings that are affected by a Victorian Government Issued Lockdown, 

Where can I find more cancelation policy information

Please visit our cancelation policy page.  If you booked via an online travel agency please check your booking information on the platform that you used.   

Who can I contact for more information or assistance

Please contact us 
PrivacyBooking Terms & CancellationsCovid-19 Information
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