faq

ACCOMMODATION WHYALLA

Playford Lodge – Frequently Asked Questions

Delivery Policy
Once you have completed a booking with Playford Lodge and paid for your accommodation, customers will be issued a booking confirmation and tax invoice as well as check in instructions.

1. WHAT IS THE MINIMUM LENGTH OF STAY?

  • A two night minimum stay is required.

2. IS A SECURITY BOND REQUIRED?

  • An extra security bond payment is not required. However, breakages or damages caused during the length of your stay will be paid for by the guest. Playford Lodge will debit your credit card or send you an invoice for any excess cleaning or damage incurred during the length of your stay, up to a maximum of $1,000. The property owner has the right to take legal action for any damage in excess of this amount.

3. HOW DO I CHECK AVAILABILITY?

  • You can check our availability online, by email or by telephone:

– Check availability online

  • Go to the “Availability” page of our website or just click any of the “Book Now” buttons appearing throughout our website
  • Go to the “Commencing?” dropdown, select the month you will be arriving in Whyalla and then press the red UPDATE button
  • When you press the mouse it will take you to a page which will calculate the price of your stay for you
  • If you wish to proceed fill out the ENTER YOUR DETAILS field and finalize your credit card booking (be sure to include your mobile number)

Check availability by email

You can also send an email to us nominating your preferred dates and we can check the availability for you.

We usually respond within an hour if we receive the email during the day.

Check availability by telephone

Telephone us on 0419 840 142 and we will check availability for you. Have your credit card ready and we can complete your booking if you wish.

4. WHAT ARE MY PAYMENT OPTIONS?

Payment can be made by credit card (telephone/ online), direct debit (online) or cheque.

Our preferred option is by credit card as it enables us to immediately enter your booking into our live online calendar system and guarantee your place at Playford Lodge.

Credit card

We accept:

  • Visa
  • Master Card
  • American Express

Credit card payments can be made over the telephone or by clicking on the “Book Now” button on our website and entering your credit card details. We are trustworthy and your online transactions will be processed by the ANZ bank. Your credit card details are not stored by us.

Include your invoice number in the description field so we can identify your booking. We will send you an email confirming that the funds have been received in our account.

Direct Deposit

You can make an electronic transfer to our account, please contact us for details.

5. WHEN DO I NEED TO PAY?

  • Payment is always made before your stay. We require a 50% deposit at time of booking and the balance in our bank account at least 3 days prior to your stay. Two night bookings must be paid in full using our online calendar.

6. HOW DO I MAKE A BOOKING?

Booking online

  • Go to the “Availability” page of our website, or just click any of the “Check Availability” buttons spread throughout our website
  • Go to the “Commencing?” dropdown, select the month you will be arriving in Whyalla and then press the red UPDATE button
  • When you press the mouse it will take you to a page which will calculate the price of your stay for you
  • If you wish to proceed fill out the ENTER YOUR DETAILS field and finalize your credit card booking (be sure to include your mobile number)

Booking by email

Send an email to us nominating your preferred dates and we will check the availability for you. You can then indicate if you wish to proceed with the booking and if you decide to proceed we will issue a tax invoice. We usually respond within an hour if we receive your request during the day.

Booking by telephone

Telephone us on 0419 840 142 and we will check availability for you. Have your credit card ready and we can complete your booking if you wish and issue a tax invoice.

7. WHAT IS THE DISCOUNT IF I STAY FOR MORE THAN TWO WEEKS?

If you stay for more than 14 days we will reduce the daily rate.

For stays under two weeks the best price is displayed on the website and tariff rates are fixed and not negotiable. However, for longer stays your savings will be significant and at best will result in a price per guest of $30/night:

  • 5% discount – if you stay 1 to 2 weeks
  • 10% discount – if you stay 2 to 4 weeks
  • 25% discount – if you stay 4 to 6 weeks
  • 30% discount – if you stay 6 to 10 weeks
  • 35% discount – if you stay 10 or more weeks

These discounted rates apply to both Villa 1 and Villa 2.

Villa

Length of Stay

up to 1 week

2 to 4 weeks

2 to 4 weeks

4 to 6 weeks

6 to 10 weeks

over 10 weeks

Villa 1

$200/night

$190/night

$180/night

$150/night

$140/night

$130/night

Villa 2

$225/night

$215/night

$200/night

$170/night

$160/night

$150/night

8. WHAT IS THE CANCELLATION POLICY?

Once your booking has been confirmed and paid, your 50% deposit is non refundable.

If the booking is cancelled in writing more than 6 weeks prior to the commencement date of your arrival, you will be released from the liability of full payment.

Once full payment of the tariff is receipted and confirmation details sent, the property is reserved for the guest for the specified dates, whether or not occupation of the property occurs.

9. WILL YOU ISSUE A TAX INVOICE?

Yes. Whichever booking option you choose, you will receive a tax invoice by email.

10. WHAT ARE THE CHECK-IN AND CHECK-OUT TIMES?

Check-in                    10:00 am
Check-out                   2:00 pm

If you would like an early check-in or late check-out we will try to arrange it for you.

11. IS CLEANING INCLUDED IN THE RATE?

Professional cleaning of the property is included in your tariff.

Cleaning will be completed after your departure, however we request that you leave the house in a clean and tidy condition with dishes washed and put away, bins emptied, tables and kitchen benches wiped down, BBQ cleaned (if used) and the house of general neat appearance.

An additional charge will apply if excess cleaning is required over and above the normal allotted time. Please dispose of rubbish correctly. If a breakage does occur, please report it so that it can be fixed or replaced in time for the next guest.

An optional weekly cleaning service is available upon request. This is popular with our corporate guests.

12. WHERE DO I PICK UP THE KEYS?

  • The keys are stored in a key safe on site and we will contact you and give you a unique access code a few days before your stay. Clear instructions showing how to open the key safe are located on site and if you have any questions you can call us on 0419 840 142.
  • If you are arriving at night we have a sensor light which will illuminate the verandah area where the key safe is located to help you see what you are doing.
  • Please ensure that the key is securely returned to the key safe when you check out. You have a Duty of Care to ensure that the property is secure at all times.

13. DO I NEED TO BRING ANY LINEN WITH ME?

No. The properties are fully furnished and all linen is supplied, this includes:

  • Quilts & quilt covers
  • Mattress protectors
  • Pillows & pillow cases
  • Bed sheets
  • Bath towels
  • Face washers
  • Bath mat
  • Tea towels

We have enough linen for 5 people, including some spares, so you will have everything you need. You do not need to bring anything other than your personal belongings.

14. WHERE ARE THE INSTRUCTION MANUALS FOR THE ELECTRICAL APPLIANCES KEPT?

  • A folder containing the instruction manuals for the oven, refrigerator, microwave, etc. is kept in the bottom kitchen drawer. Please ensure that you place it back in the same place after use.

15. THE HOT WATER HAS RUN OUT, WHAT DO I DO?

We use an instantaneous gas hot water system in Villa 1. As the property is not on mains gas we use two large gas bottles, one feeding the heater and the other as a standby full spare.

In the event where the hot water has run out please follow this simple procedure before contacting us:

Go to the paved courtyard area, where the two gas bottles are located and rotate the regulator knob manually to its second position. This will engage the second gas cylinder (which will be kept full). Hot water will return within a few minutes of running the taps. If you have any difficulty turn the kitchen tap on and off quickly for a few minutes to get rid of any air bubbles. Please note this on our feedback form so we can refill the empty bottle after you leave.

If you still do not have hot water call us on 0419 840 142 and we will send a maintenance person to the property.

16. HOW DO I DOCUMENT A MAINTENANCE OR SAFETY ISSUE?

  • A feedback form will be left on the kitchen table for your arrival. If you experience any issues with maintenance (broken light globe, a dripping tap, etc.) please notify us on the feedback form.  We systematically review all feedback and action it after each stay.

17. DO I NEED TO PUT THE GARBAGE BINS OUT FOR COLLECTION ON SUNDAY NIGHT?

  • The garbage bins do need to be placed on the street every Sunday night and brought back in on Monday after they are emptied. The recyclables bin goes out each fortnight at the same time. Please take the time to put these out if you are staying on this night. The bins are clearly labelled to avoid confusion.

18. WHAT IS YOUR BREAKAGE AND MISSING ITEMS POLICY?

If a breakage does occur, please report it immediately so that it can be fixed or replaced in time for the next guest.

Our cleaners audit the contents of the property before and after each stay. In the event that items go missing, guests will incur a replacement charge incorporating a 50% management fee. For missing items an invoice will be sent, or your credit card debited, with 24 hours.

Please take care not to accidently pack items, such as bathroom towels, belonging to the Villas as they will be recharged to you.

19. WHAT CODE OF CONDUCT DO I NEED TO FOLLOW WHEN STAYING AT PLAYFORD LODGE?

  • Be a considerate guest.
  • Be informed. Read and understand instructions and information provided by the operator. This will help you to get the most from your stay.
  • Be a considerate neighbour. Don’t make noise or disturbances that would lessen the enjoyment of neighbours or other guests.
  • Your Whyalla accommodation is ‘Non Smoking’ so please respect the wishes of the operator and future guests. If smoking outside, please extinguish fully and place butts in the garbage, don’t throw them in the garden or over the fence.
  • Save precious natural resources. Try not to waste water; switch off lights and heating or air conditioning when you go out.
  • Be secure. You have an obligation to lock up when you are out and this will also protect your belongings. Lock the rear screen security screens, the rear sliding door and the front door and keep the roller door down when you are not on site.
  • Be nice to the cleaners. It is important to leave the property in a reasonably tidy state when you leave. This includes doing the dishes and emptying garbage into outside bin.
  • Be responsible. Ensure consumption of alcohol is responsible. No drugs or illegal activities on the premises.
  • Ask for help. If you have a problem or are uncertain, contact the accommodation operator on 0419 840 142 and ask for help. In case of emergency dial 000.

20. WHAT DO I DO IF THERE IS A FIRE?

The property is fitted with hardwired fire detectors which have regularly maintained battery backups. In addition, we have luminescent exit signs which were installed by our fire consultants to maximise your safety.

In the case of fire, a fire extinguisher is located in laundry, with instructions mounted next to it. If you deem it safe, attempt to immediately put the fire out using the fire extinguisher following the instructions mounted on the wall nearby.

Fire blankets and a first aid kit are stored in the kitchen cupboard in case of emergency.

If you have any doubt, call Ambulance/ Fire/ Police dial 000 using your mobile phone.

Please also refer to our evacuation plans identifying egression points for each of the Villas.

Click here to download the fire exit plan for Villa 1

21. ARE PETS ALLOWED INDOORS?

  • We are pet friendly and accept dogs (but not cats). Pets are welcome if agreed in advance of your stay. If you do take your pets, please be considerate of our neighbours and ensure that you remove all droppings. Dogs which shed hair are to be kept outside at all times. By special arrangement, small dogs that do not shed hair are allowed inside. Our yard is very secure and has 1.8 metre new fencing so there is no risk that your dog can escape. Consult with Playford Lodge before booking.

22. HOW DO I GET THERE?

At the bottom of the “Whyalla Accommodation” and “Location” pages in this site you will see a link:

Click Here for Directions…

Click this link and a Google map will open up. After a few seconds a pop up will appear in the centre of the map which includes a menu option “Get Direction”. Click on this and you will be prompted to enter your search address. Enter this detail (street/suburb/state) and press “Go” to see directions on how to get to Playford Lodge.

23. WHAT DO I NEED TO DO WHEN CHECKING OUT?

Please dispose of rubbish correctly and leave your accommodation in a reasonable and tidy state for the cleaners. Cleaners arrive no later than 11:00am on the day of your departure.

Please fill in our feedback form, as we want to hear of your impressions, particularly your suggested areas of improvement. We have a good track record of responding to identified problems.

Ensure that you lock the rear screen security screens, rear sliding door, front door and that the roller door is closed. Turn off all lights and close the venetian blinds when you leave.

Place the key in the key safe and double check that it is properly locked shut before leaving. If there are any issues locking up, immediately call 0419 840 142.

24. CAN MY BUSINESS BE ADDED TO PLAYFORD LODGE “MUST SEE & DO” PAGE?

Playford Lodge is seeking partners who will recommend our accommodation to their customers and link to our website. These businesses must deliver services which enhance the holiday experience of our guests. Examples include fishing charters, 4WD tours and diving experiences.

In return, Playford Lodge will display the image of the businesses that we chose to partner with and from time to time will offer special deals to them.

Please contact 0419 840 142 for more information.

25. WHAT IS YOUR PRIVACY POLICY?

To process orders and memberships, it is necessary to obtain some minimal personal information.

If you pay online using a credit card, the card details are not viewed by us or any person except you during the transaction. The details are encrypted and passed directly to the ANZ bank, our trusted payment gateway provider. We do not retain your credit card details.

We collect site traffic information so we can continually improve site content and design. This does not include information relating to individual users and only collates generalised information relating to pages viewed by customers.