Frequently Asked Questions
Welcome to Starcross Stays!
We’re thrilled to host you and can’t wait for you to enjoy a relaxing, seamless, and unforgettable stay with us. To ensure everything goes smoothly, we’ve put together a simple guide with key details, helpful tips, and answers to common questions—so you can focus on enjoying your time.
Think of these guidelines as the secret to a five-star experience—they help us maintain the high standards we’re known for and ensure that you, too, have a stress-free and exceptional stay.
Booking and Reservation Policies
What are your booking policies?
To confirm your booking, a 50% deposit is required, with the remaining balance due before check-in. Our stays tend to book up quickly, so we recommend reserving your dates early to secure your perfect getaway!
Can I modify my booking?
Unfortunately, our booking dates are fixed to ensure smooth scheduling and availability for all guests. We recommend booking once your travel plans are confirmed.
What is your cancellation policy?
All bookings are non-refundable once confirmed. For peace of mind, we strongly recommend securing travel insurance.
Can I get a refund if I check out early?
We do not offer refunds for early check-outs or unused nights, but we’re confident you’ll enjoy every moment of your stay!
Check-In and Check-Out
What time is check-in and check-out?
Can I request an early check-in or late check-out?
How do I access the property?
Check-in is after 3:00 PM, and check-out is by 11:00 AM. This allows us to clean thoroughtly and prepare for our next guests.
For a small fee of $95 AUD, you can check in as early as 12:30 PM, or check out as late as 12:00 PM (subject to availability). Please reach out to us ahead of time for this arrangement.
We use a key-less entry system or lock-box system for check-in. You'll receive the access code or step by step instructions 24 hours before check-in
During your Stay
Are Linens and Towels provided?
Yes! We provide fresh linens and one plush towel per guest. If you need more, feel free to bring extra towels or linens from home.
Can I have guests over during my stay?
To keep things comfortable for everyone, only registered guests listed on your reservation are permitted. Thank you for understanding!
What if I'm bringing an infant?
You are welcome to bring an infant, though our property isn't specifically baby-proofed. Please access the space for your family's needs.
Is there WiFi?
Yes, we provide complimentary high-speed WiFi. Details will be shared before your arrival and can also be found in our guest book.
Can I use the kitchen?
Absolutely! Our kitchen is stocked with essential supplies and amenities so you can enjoy a home-cooked meal.
How Can I access shared facilities like the gym or pool?
One key fob is provided per reservation for shared facilities. We suggest coordinating visits with your group, as we cannot provide additional fobs.
House Rules: Parties, Noise, and Pets
Can I throw a party?
To ensure peace and quiet for everyone including neighbours, parties aren't allowed. Please be mindful of noise, especially after 10:00 PM.
Are Pets allowed?
Unfortunately our properties are pet free. This is a precaution to ensure our properties remain at a high quality standard and avoid potential damage to the property.
What if there's an issue during my stay?
If anything goes wrong, please feel free to reach out. Our 24-7 contact support team will be able to solve any issues promptly!
Liability and Safety
Is the host responsible for personal belongings?
Unfortunately we do not provide any insurance coverage of your lost belongings. We recommend travel insurance or security of your valuables.
What happens if there's an accident or injury
We work hard to create safe spaces, but cannot assume liability for injuries. Please use the property safely and carefully.
What if there's an issue during my stay?
If anything goes wrong, just let us know! We'll resolve the issue promptly or find an alternative solution.
Check-Out and Departure
What should I do before checking-out?
We kindly ask that you leave the property tidy—please dispose of trash and place used towels in the laundry basket. No need to strip the beds, our team will take care of everything else.
Can I leave my luggage behind after check-out?
Unfortunately, we don't have the capacity to hold luggage for you. We suggest storage lockers nearby departure points to store your luggage.
What if I leave something behind?
If you leave a possession behind, please reach out to us as soon as possible. We'll do our best to return it to you promptly at your own expense.
Payments and Discounts
What payment methods do you accept?
We accept all major credit cards and bank transfers. Payment details will be provided during the booking process.
Do you offer discounts for longer stays?
Yes! We offer discounted rates for stays longer than 7 or 30 days. Reach out for more details on current offers.
Property Features
What amenities are included?
All properties come with high-speed Wi-Fi, fresh linens, towels, a fully equipped kitchen, cleaning and washing utilities, and a guest guidebook highlighting nearby attractions!
Is smoking allowed?
No smoking is allowed anywhere on the premises. Additional cleaning penalty fees may apply if smoking is detected.
What should I do if something breaks?
Please let us know right away if something breaks during your stay. We’ll handle repairs promptly. You will likely be held accountable for damage repairs.
Leaving a Review
How do I leave a 5 star review?
After your stay, you’ll receive an email inviting you to leave a review. We love hearing about your experience and appreciate your feedback!
How can I help maintain a five-star experience?
By following our house rules, respecting the space, and communicating any issues promptly, you help us ensure a five-star experience for you & your group.
Other Helpful Tips
What attractions or activities are nearby?
We provide a detailed guide of local attractions, dining options, and activities with each stay. Don’t hesitate to ask for more personalized recommendations!
What if there’s nearby construction?
Occasionally, construction may occur nearby, but we are not always notified in advance. Unfortunately, we cannot offer compensation for such events beyond our control.
Thank you for being a valuable part of our community. Lets get in contact and discuss how we can make your future stay the most memorable getaway yet! Feel free to shoot us a message, and our friendly staff will get back to you as soon as possible