Welcome to Sasha's Cottage on the Hill in Victoria Park!

We're so glad you chose to stay with us! We hope you settle in and feel right at home. In this welcome book, you will find everything you need to know about the house and your favourite local spots to check out.

If you need anything or have any questions during your stay, just drop us a message or give Tyrone a call. Again, welcome to Victoria Park! Enjoy your stay. And if you are thinking of coming back, remember that booking directly with us can save you up to 15% by skipping the platform fees.

There is parking in the Driveway. Please ensure you only park vehicles in the designated parking areas. There is strictly no street parking.

Check-out is by 11:00 am.

We would like to thank you for choosing Sasha's Cottage on the Hill.

We would also like to remind our guests

Guests must leave the house in a reasonably clean condition:

➖ Ensure all kids' games are packed up and put away neatly.

➖ Return any decor or furniture to its original place.

➖ Any unplugged electrical items, such as the TV, soundbar, or bedside lamps, must be plugged back in before departure.

➖ Ensure all cookware, cutlery, glasses, and plates are appropriately placed on the correct floors. These items have been colour-coded for easy identification where possible.

➖ Dispose of excessive rubbish appropriately. Please take the excessive rubbish with you.

Please note: Failure to leave the house in a reasonable and respectful way may forfeit your damage deposit.

Payment Handling for BDC, STAYZ, VRBO, GOOGLE, and Direct Bookings

When guests book through platforms like Direct Bookings, Google, Booking.com, and VRBO/Stayz, we use Stripe for secure payment processing. Stripe charges a 2.9%plus 30cents fee for collecting payments.

• For completed stays, we absorb this fee as part of the booking process.

• In the event of a cancellation, regardless of the cancellation policy, Stripe does not return the 2.9% processing fee plus 30cents. This fee will be deducted from the refunded amount.

• We do not accept cash or direct bank transfers for any bookings. All payments must be made through our secure online platform to ensure transparency and safety.

We encourage guests to review the booking terms carefully to avoid any unexpected fees in case of cancellations.

We are dog-friendly. We understand nobody likes to leave their extra family at home. We allow pets, and this is only upon approval from us. Please let us know if you intend to bring pets. Also, please read the following rules on pets.

• We need to know the breed, age, and type of pet.

• There is no Pet Fee at Sasha's Cottage on the Hill - They are part of your family and are welcome.

• There is a strict no pets on any beds and furniture policy at the property. Any damage or extra cleaning will result in further charges.

• Please clean up all pooh droppings before leaving the property. Please place it in a bag and then in the bin.

• Pets must not cause danger, damage, nuisance, noise, health hazard or soil inside the house.

• Pets cannot be left alone in the house.

• You are responsible for any mess or damage your pet leaves behind, or injury to another person.

• If you arrive at the property with a pet without prior permission, you will be asked to leave without any refund or reimbursement.

• You must clean up all dog pooh from the backyard before leaving. Failure to clean up after your dog will incur a $250 Fee.

Property Cleanliness & Maintenance

At Sasha's Cottage on the Hill, we actively maintain the property and attend to maintenance matters as they arise, with the intention of keeping the home clean, safe, and in good working condition at all times. While we make every effort to keep the property up to date, carry out regular checks, and engage professional cleaners and trades where required, not everything is always visible between stays. As we are not based locally, we rely on guest feedback to alert us to issues that may occur during or after a stay — and not all guests report these matters when they happen. For this reason, some issues may only become apparent once a new guest arrives. If you notice anything during your stay, we ask that you let us know straight away. When an issue is reported, we commit to responding promptly and taking action as quickly as possible, whether that means arranging repairs, organising additional cleaning, or finding a practical solution to minimise disruption. This is our promise to you as a guest — clear communication allows us to be responsive and ensures your stay remains comfortable and enjoyable.

Reporting Issues

➖ If you notice any concerns relating to cleanliness, damage, or maintenance upon arrival or during your stay, please contact us immediately.
➖ Early notification allows us the opportunity to assess and address the issue as quickly as possible.
➖ The size and usage of the property means that occasional oversights can occur, and timely communication helps us maintain high standards.

Guest Responsibility

➖ If anything is accidentally damaged or broken during your stay, please notify us as soon as possible.
➖ If any area is left in an unusually unclean condition, prompt communication allows us to resolve the matter efficiently.
➖ Reporting issues early helps prevent delays and ensures the property remains well-maintained for future guests.

Peak & High-Turnover Periods

➖ During peak seasons or high-turnover periods, minor details may occasionally be missed despite professional cleaning and regular checks.
➖ If you identify anything requiring attention, please let us know straight away so we can act promptly.

Professional Cleaning

➖ The property is professionally cleaned between each stay.
➖ While we expect high standards, human error can occur from time to time.
➖ If any area does not meet expectations, please contact us so additional cleaning can be arranged where possible or addressed immediately.

Owner-Operated Property

➖ Sasha's Cottage on the Hill is a privately owned home that we also use ourselves.
➖ We stay at the property regularly to monitor comfort, cleanliness, and maintenance.
➖ Some issues only become apparent during guest stays, and we appreciate your understanding while these are identified and resolved.

Immediate Rectification

➖ If a cleanliness or maintenance issue arises, please give us the opportunity to resolve it during your stay.
➖ We kindly ask that concerns are communicated directly rather than reflected in reviews without prior notice.

Feedback & Ongoing Improvement

➖ Guest feedback is valued and helps us continually improve the property and experience.
➖ If you have suggestions or identify areas for improvement, please let us know directly.

Kitchenware & Utensils

We provide a range of cooking utensils, plates, glasses, and kitchenware for guest use. These items are visually checked by our cleaners; however, it is possible that an item may have been returned to storage uncleaned by a previous guest.

➖ We recommend rewashing any items before use to suit your personal hygiene standards.
➖ Please do not return dirty items to cupboards or drawers.
➖ If any items cannot be properly cleaned, leave them on the bench upon departure and notify us.

Cleaning Supplies

Cleaning supplies are provided for your convenience and are located in the following areas:

If anything is missing or additional supplies are required, please contact us.

Contact Us

If anything does not seem quite right or requires attention, please contact us at 0466 333 833. We are here to ensure your stay is as comfortable and enjoyable as possible.

Thank you for your understanding and for treating Sasha's Cottage on the Hill with care and respect.

How the Review System Works

Reviews are incredibly important to independently operated holiday homes. They affect how often a property appears in searches, whether future guests feel confident booking it, and—in some cases—whether the property can continue being listed on the platform.

What the Star Ratings Really Mean

The way booking platforms interpret ratings can be very different from how guests naturally use them:

⭐⭐⭐⭐⭐ We enjoyed our stay and would happily recommend the property.

⭐⭐⭐⭐ There were significant problems that need to be improved.

⭐⭐⭐ The property fell well below expectations. Ratings at this level can seriously affect the listing.

Even when a guest considers four stars to be a “good” rating, booking platforms generally treat anything below five stars as an indication that something majorly went wrong.

Please Give Us the Opportunity to Help

We understand that no property—and no stay—will always be absolutely perfect. Unexpected things can happen. What matters is how quickly and fairly they are handled.

If something isn’t right during your stay, please message us straight away. We would genuinely appreciate the opportunity to fix it while you are still at the property and help ensure you have a five-star experience.

Please don’t wait until after checkout to mention an issue we may have been able to resolve for you during your stay.

Please Support the Property

If you enjoyed your stay, felt that the property was accurately represented, and were happy with how we looked after you, we would be incredibly grateful if you supported the property by leaving a five-star review.

Your review helps the property remain visible, supports the people who care for and operate it, and allows us to continue welcoming future guests.

If there is something you believe we could improve, we absolutely want to hear it. We simply ask that you share it with us privately so we can understand it and take appropriate action.

Reviews Work Both Ways

Just as your review affects the property, the host’s review can affect your ability to book other properties in the future.

An unfavourable guest review may make a future host reconsider accepting a booking. Similarly, a host who notices that a guest regularly leaves highly critical reviews may take that history into account when deciding whether they feel comfortable hosting them.

The ratings and words we leave about each other carry weight, so we encourage reviews that are honest, fair and considerate of the complete experience—including how any unexpected issues were handled.

Benefits for Valued Returning Guests

We love welcoming back guests who look after our properties, communicate respectfully and support the homes they stay in.

Valued returning guests may receive:

• Better direct-booking prices on future stays

• Access to our broader network of holiday homes across Australia

• Discounts at other participating properties within our network

• Priority consideration when returning to a property they previously enjoyed

Your support genuinely makes a difference, and we would love the opportunity to host you again.

🔐 SECURITY / DAMAGE DEPOSIT – HOUSE MANUAL

We want you to have an amazing stay and treat this home as your own. The security (damage) deposit exists to protect the property when guests don’t do that — our goal is not to take it. If the home is treated with care and respect, the deposit is returned in full.

✅ Accidental Damage – Please Tell Us Immediately

Accidents happen, especially on holidays.

• Any accidental damage must be reported to us immediately, or as soon as reasonably possible.

• When damage is reported promptly, we will assess it fairly, and it is at our discretion whether the deposit is applied (in part, in full, or not at all).

• Unreported damage discovered after checkout may result in full forfeiture of the security deposit, and you may still be liable for any additional repair or replacement costs.

Honesty goes a long way — hidden damage creates bigger issues.

Aromatic Cooking, Fish, Smoking & Odour Control Policy

🌊 IMPORTANT – Odour & Air Quality Policy

Any lingering or offensive odours left in the property will result in a $500 odour removal fee. This includes cooking smells, Strong Aromatic & Spiced Food Cooking, fish or seafood odours, smoke, body odour, or any other smell that requires additional cleaning or professional remediation.

Please respect the property. Odours do not disappear at checkout and can significantly affect the comfort and experience of future guests.

🌊 Strong Aromatic & Spiced Food Cooking
Cooking Guidelines for Your Comfort and Future Guests

We understand that preparing meals is part of feeling at home during your stay. However, to maintain a clean, neutral environment for all guests, strong aromatic or heavily spiced food cooking is not permitted inside the property.

This includes, but is not limited to:
➖ Strong spices, oils, or aromatic ingredients
➖ Cooking fish or seafood
➖ Storing raw or uncovered fish or seafood
➖ Leaving raw fish, seafood, or fish juices in fridges, freezers, sinks, bins, or drains
➖ All seafood must be fully sealed, airtight, and leak-proof at all times

🌊 Why This Is Important

Certain odours — especially from spices, oils, seafood, smoke, or human body odour — can penetrate:
➖ Soft furnishings
➖ Bedding and mattresses
➖ Curtains and carpets
➖ Wardrobes and cupboards
➖ Fridges, freezers, and ventilation systems

When a guest enters a property and detects lingering smells, it immediately impacts their perception of cleanliness and comfort, often leading to complaints, refunds, or cancellations.

🌊 Ventilation & Cleanliness Requirements

To minimise lingering odours, guests must:
➖ Open windows while cooking
➖ Use kitchen exhaust fans at all times
➖ Dispose of food waste correctly and promptly
➖ Clean spills immediately, especially oils, spices, and seafood residue
➖ Use bathroom ventilation fans during and after showers

Failure to follow these requirements may result in additional charges.

🌊 Smoking & Odour-Causing Activities

Smoking or vaping of any kind is strictly prohibited inside the property, including:
➖ Bedrooms, bathrooms, and living areas
➖ Balconies, windows, and doorways

This also includes:
➖ Cannabis
➖ Incense
➖ Candles
➖ Shisha or similar products

🌊 Personal Hygiene & Body Odour Policy

Guests are expected to maintain reasonable personal hygiene standards during their stay.

Excessive body odour or hygiene-related smells that:
➖ Transfer to bedding, mattresses, couches, or soft furnishings
➖ Require additional laundering, deodorisation, or professional treatment
➖ Remain present after checkout

will be treated as an odour remediation issue and may result in the $500 odour removal fee.

This policy is not personal in nature and applies only where odours require professional intervention beyond standard cleaning.

🌊 Odour Remediation & Cleaning Fee

If odours remain after checkout and require additional cleaning, deodorising, ozone treatment, or professional remediation, a $500 odour removal fee will be applied.

This fee covers:
➖ Additional labour and extended cleaning time
➖ Professional odour treatment
➖ Treatment of soft furnishings and mattresses
➖ Fridge, freezer, and ventilation system cleaning
➖ Property management time

🌊 Impact on Future Bookings

If odours, smoking, or contamination delay, cancel, or negatively affect the next booking, guests will also be liable for any resulting loss of income, refunds, discounts, or emergency remediation costs incurred.

🌊 Acknowledgement

By booking and staying at this property, guests acknowledge and agree to comply with this policy and understand that odour-related issues extend beyond standard cleaning.

Important Information: Consider Travel Insurance for Your Stay

A Friendly Reminder from Your Host

As your friendly host, I wanted to take a moment to remind you of the benefits of having travel insurance for your stay. It’s always a good idea to consider travel insurance to ensure peace of mind during your trip. We need to make this clear that our cancellation policies are strict and we are doing our best to make you aware to get travel insurance.

Why Travel Insurance?

Travel insurance is a valuable safety net and provides coverage in several important areas:

• Medical Emergencies: Travel insurance can help cover medical expenses if you encounter a health issue while travelling.

• Trip Cancellations: If you need to cancel your trip due to unforeseen circumstances, travel insurance can help recoup some of your costs.

• Personal Belongings: Should your personal belongings be lost, stolen, or damaged, travel insurance can offer compensation.

• Legal Liability: Travel insurance can provide coverage in the event of legal issues that arise during your stay.

• Property Damage: If an accident occurs and you inadvertently damage the property or items within it, travel insurance can cover these costs—provided you’ve taken good care of the property and acted responsibly.

Do not rely on platform insurances like AIRBNB, BDC Or Stayz as they are not insurance companies.

Why It’s Important

Travel insurance offers the same level of protection whether you’re staying in a traditional hotel or a holiday rental like an Airbnb. It provides an extra layer of security, allowing you to enjoy your stay with confidence.

Final Thoughts

While travel insurance is not mandatory, it is highly recommended for your overall peace of mind. It ensures that you’re protected against unexpected events and helps make your stay as stress-free as possible.

Thank you for considering travel insurance for your trip. If you have any questions or need assistance, feel free to reach out.