During Your Stay

We are here to help

During your stay, we are here to help. If you have any questions or issues or if there is anything we can do to help make your stay a better one then just reach out as we'd be more than happy to do what we can to help.

Our office is open Monday to Friday from 9am to 5pm and the best way to contact us during those times is as follows:

• Phone: 02 4441 7771

• Email: holidays@experiencejervisbay.com.au

Outside of business hours for any issues that can not wait until the office reopens the best way to contact us is by phone as follows:

• Phone: 02 4441 7771 and follow the prompts to get through to the after hours and emergency team.

As we manage many properties around Jervis Bay, taking bookings through a variety of booking platforms including Airbnb, Booking.com, Stayz, Expedia, Agoda and more, using their individual messaging platforms will mean a slower response time than communicating directly.

Note:  Emails and messaging platforms such as Airbnb and Booking.com are not monitored out of business hours

House rules

We want everyone to enjoy their stay without being hassled and for this to happen some simple house rules need to be followed as below along with our full set of terms and conditions on the link below:

• You must not exceed the maximum number of guests the property is advertised for (Homes are insured for a specific number of people and if something happens and you have exceeded the allowed number of people you then become liable) 

• Strictly - The property is not to be used for any parties or gatherings at all

• Noise is to be kept to a reasonable level at all times 

• Noise is to be kept inside and to a minimum after 10pm

• No smoking is to take place in or near the property (if the property smells of smoke excess cleaning charges will be charged)

Full terms and conditions are a combination of:

• Our terms, conditions and expectations

• Shoalhaven City Council's terms, conditions and expectations

• NSW Fair Trading's terms, conditions and expectations

• NSW Planning's terms, conditions and expectations

For those who treat the property and those around them, particularly neighbouring properties, with respect, there will be no issues. 

For those who do not treat the property and those around them with respect, the police will be called, you will be evicted from the property, the remainder of your stay will be cancelled and you will be charged for any damage caused.

Keys

When you are heading out and away from the property, we strongly suggest you leave the keys in the lockbox you collected them from (for those that have a lockbox). This is for many reasons including:

• If there are several people in your group you can all come and go at your convenience without worrying about the keys

• This will ensure the keys will not be lost (it's not uncommon for keys to go missing on a beach) 

• Roller door remotes, swipe keys etc. do not like sand and salt water and keeping them safe in the lock box is the best way to protect them

Notes: 

• Lost keys and/or damaged remotes and swipes will incur a replacement cost

• If you do lose a key you can call Jervis Bay and Basin Locksmiths on 0412 929 197

Security

While we are lucky enough that security is not a common problem in and around the Jervis Bay area, one can never be sure.

To be sure your items and the property itself is safe and secure at all times, whenever you leave the property, please ensure that the property is left safe and secure including:

• Turning off all appliances such as TV's, Air Conditioners, heaters etc.

• Close and secure all windows

• Lock all doors

• Leave the keys in the lockbox for your return

In the unlikely scenario where there was a theft, neither your items or the properties items will be covered by insurance if the property is not left secure.

Damage and breakages

Don't worry, we are all human and we understand that there will be accidental damage and breakages along the way.

If and/or when you do damage or break something please report it to us as and when it happens as this will allow us to remedy the issues as soon as possible. 

The quickest and easiest way to  report any damage or breakages is using our Damage and Breakages form here: Damage and Breakage Form 

If it is something that needs to be tended to urgently please call us on 02 4441 7771.

Emergency contact information

While we are here to help with anything we can, tru emergencies are not our area of expertise and you should use the following contact information:

• Police - 000

• Ambulance - 000

• Fire - 000

• SES - 132 500

• Shoalhaven hospital emergency department - 02 4423 9500

• Marine Rescue Jervis Bay - 02 4441 5433

Other important contacts:

• Chemist 

  • Huskisson - 02 4441 5104

  • Vincentia Shopping Centre - 02 4441 5777

  • Vincentia HomeCo - 02 4443 7461

  • Sanctuary Point - 02 4443 0110

  • St Georges Basin - 02 4443 5433

• Locksmith - 0412 929 197

Gas bottles

Many of our properties use bottled gas to supply hot water, cooktops, heating and BBQs.

If the property you are staying in uses gas, as and when a gas runs out you will need to do the following:

• If it is hot water, cooking, heating or a BBQ connected to the main bottles (large bottles down the side of the house)

  1. Switch the bottle supply as per the instructions in this video: Switch the gas bottle

  2. Email us at holidays@experiencejervisbay.com.au notifying us immediately that you have switched the gas bottle so we can order a new one

• If it is a BBQ connected to a 8.5kg bottle (under/next to the BBQ)

  1. Switch the bottle off and disconnect the bottle as per the instructions in the video below

  2. Take the bottle to any Swap and Go supplier (The service station in Huskisson, the bottle shop in Huskisson,  the service station in Vincentia and many other locations locally) and swap the bottle out

  3. Take a photo of the receipt and email it to holidays@experiencejervisbay.com.au along with your bank account details and we will refund you for the purchase

Power

If you find your property has no power please follow the steps below.

1. If you are staying in:

   1. A house - Find the metre board which is typically located down one side of the house and check that all the switches are 'On'.

   2. An apartment or unit - Find the metre board which is typically located in the property somewhere, often in the kitchen or laundry cabinetry, and check that all the switches are 'On'

      1. If any of the switches are turned 'Off', turn them 'On' and try again.

         1. If you turn the switches 

Pets

If you are staying at a pet-friendly property and you have brought your furry friends with you please remember it is your responsibility to look after them.

We do not want neighbours calling to let us know that a pet has been left at a property while you are at the beach or out to dinner and we do not want your pet going through the stress for this to happen.

Any damage or mess left by pets could incur a fee such as:

• Poos not being cleaned up

• Holes being dug

• Furniture being marked, scratched or chewed

• Hair being left on furniture

Pet-friendly accommodation is a privilege so please be sure to respect it, leave it as you found it and ensure that you and others travelling with their pets continue to have a place to stay.

Rubbish

If you can please help us do the right thing with the rubbish management that would be greatly appreciated.

Every property has a red-lid rubbish bin and a yellow-lid recycle bin so if you can please dispose of your rubbish in the relevant bin that would be both appreciated and will help the planet.

If you produce an excessive amount of rubbish during your stay we ask that you dispose of it to the Huskisson Waste and Recycling Centre as follows:

Address: 235 Huskisson Road Huskisson

Phone: 1300 293 111

Note: If there is excess rubbish left at the property you may be charged for its removal.

Bins

The red and yellow rubbish bins will be put out each Thursday afternoon and brought back in each Friday morning for the council truck to pick up.

It would be great if you could empty the property's bins into the red and yellow bins on Thursday so the rubbish can be picked up.