Frequently Asked Questions

We will send an email asking you to complete the online guest registration form a week before you arrive. All bookings require photo identification of the primary guest, a credit card and an agreement to our terms and conditions before we can release check-in details for the property, details are stored securely for 14 days following your departure.

For more details see our Terms and Conditions

If you have booked direct, the deposit payment (50%) is due immediately upon making the booking and the balance is due 30 days prior to arrival, we will send a reminder via email. If you are arriving in less than 30 days from the date of booking, then full payment is due at immediately. If we do not receive payment from you by the due date or if there is a failed payment and we are unable to get in contact with you we reserve the right to cancel your booking

If you have booked on a 3rd party site such as Airbnb, VRBO or booking.com, please check your confirmation emails for information as the terms are different on all sites.

For more details see our Terms and Conditions

We have a select number of properties that accept pets.  Select “More Filters” and “Pets Welcome” on the Search Accommodation tab to find a Pet friendly property.

Pets are not permitted in any property unless advertised as such, and agreed with by the agent in advance of your stay. We reserve the right terminate your booking without refund should there be any pets at the property without express permission.

For more details see our Terms and Conditions

Unfortunately, we are unable to accept Schoolies bookings at our holiday properties, If it is found that a schoolies group have booked or parents have booked on their behalf and are not residing with them at the property, the agent reserves the right to terminate the booking immediately. The guest will be required to leave without a refund.

All beds will be made up and ready when you arrive. This includes all bedding, one bath towel for each guest, a bathmat and hand-towel and 2 tea towels for the kitchen.  Beach or pool towels are not provided unless stated in the write up of your property.

For your convenience, all of LJ Hookers holiday homes offer free wi-fi, the reliable performance of any internet connection during your stay is not guaranteed and may be disrupted or unavailable. LJ Hooker Lennox Head or the owner are not liable for the availability or disruption of the internet connection.

You can find wi-fi details in the compendium at the property, or in digital form via a link in your check in email.

We recommend a local hire company that will drop off any items before your arrival and pick them after your departure.  This is a separate company from LJ Hooker, please contact us for the details.

A small starter kit for your first night is supplied on your arrival, including kitchen basics, dishwashing tablets, laundry powder, hand wash and body wash. For any additional items, please visit our local IGA or Woolworths.

Your departure clean is included in the total booking price, If the property is left excessively dirty or the BBQ has not been cleaned, excess cleaning charges will apply, please refer to our Terms and Conditions for more details.

Mid stay cleans are not included, but are sometimes available on request – payment will be required before the clean is provided.

Check out the digital compendium for your property in your email correspondence. When you arrive, there will be a physical book at the property. Our compendiums have property information, wifi details, handy local tips, things to do and more.  

Please call us on our office number, 02 6687 7888. If it is after hours, there will be a message directing you to an Emergency mobile, which you should call. If your call is not answered, please leave a message with your name and return contact number and the details of your issue, so the correct staff member can return your call.

Please note that only genuine emergencies that cannot wait until we reopen will be attended to.  Emails, sms messages or platform messages will not be checked outside of office hours .

Most of our properties have key collection from a key safe located outside our office in the main street of Lennox head 4/76-78 Ballina Street, Lennox Head.  If your property is in East Ballina the keys will be in a safe outside the property, a few of our properties have keyless entry.

You will receive detailed access instructions via email the business day before your arrival, please ensure you read and understand instructions before arriving at the property.

As long as you have completed your online check-in form, you will receive detailed access instructions via email the business day before your arrival.

Check in is 3pm and check out is 10am NSW time 

We will try to accommodate requests for an early check-in, this however is subject to availability and cleaning and cannot be guaranteed, particularly in peak periods,

Early check-ins may be available from 11am and late check outs to 1pm, the charge associated is $50 per special check in/out to be paid on confirmation.  If you need  guarantee of an early check in or late check out, we recommend that you book the day before or after, as we are unable to confirm special check-ins/outs until the closest business day before your arrival or departure.

Please leave your holiday home tidy, with rubbish placed in the correct garbage bin and all personal items removed. One of our cleaners will complete a clean on your departure.  If the property is left excessively dirty or the BBQ has not been cleaned, excess cleaning charges will apply, please refer to our Terms and Conditions for more details.

Ensure the property and grounds are left clean and tidy.
Dishes, cutlery etc, should be washed and put away in cupboards & the dishwasher emptied
Rubbish is to be placed in bins outside
Ensure the BBQ is left clean.
Windows and doors are all locked
All lights, air-conditioners, fans and tv’s are switched off.
If Pet friendly, ensure all dog poo is picked up and removed from property
Return keys by 10am

Should additional cleaning or maintenance above the normal process be required after your stay, charges may apply, please refer to our Terms and Conditions for more details.

Return keys to the office through the slot in the front door or to the key safe if your property in in East Ballina

A booking can be moved with no cancellation fee, provided applicable notice has been given in writing, a $25 admin fee will apply. Please refer to our Terms and Conditions for more information.

Please view our Terms and Conditions for more information about our cancellation policy.