Frequently Asked Questions

Frequently Asked Questions


Have Questions? See our Frequently Asked Questions below!

Is Linen Included?
No linen is not included, however this can be arranged by LJ Hooker Nelson Bay or you can contact Tomaree Linen Hire on 02 4984 4451.

When do I pay my deposit?
A reservation fee of 50% of the total booking along with LJ Hooker Nelson Bay's $55 booking fee and any further reseller fee must be paid within 2 working days of the pending reservation.

Will I lose my reservation if my deposit is not paid?
Yes, your booking may be cancelled if you have not paid the deposit within 48 hours of your reservation, or if you have not contacted LJ Hooker Nelson Bay on 02 4984 2400.

When do I pay the balance?
The balance of your reservation(s) is due 14 days prior to your arrival. Peak season reservations (15 December to 6 January) are required to be paid by 15th November. Refer to Terms and Conditions.

What time can I check in?
Guests can check in any time after 2pm.

What time is check out?
Check out is strictly 10am, should guests not check out on time a further fee will be charged.

Where do I collect keys from?
LJ Hooker Nelson Bay: 31 Stockton Street, Nelson Bay
Monday to Friday: 8:30am to 5:30pm.
Saturday: 9:00am - 4:00pm
Sunday: CLOSED

Where do I collect keys after hours?
LJ Hooker Nelson Bay provides an after-hours key collection service when the office is closed. Guests will be required to come to the office and call the After Hours phone number on the front door. A representative from Port Stephens Security will meet you at the office to issue keys for a $20 cash fee and a $30 cash fee on public holidays.

Do I need to show ID when collecting keys?
Yes, the person collecting keys will be required to 100 points of identification and produce a valid credit card as a security deposit before keys are issued. If a valid credit card is not available then a cash security deposit may be required.

What is required when checking in?
When collecting keys, a Guest Registration Form must completed and a security deposit taken before keys are issued.  You must also provide a valid credit card and driver’s license which will be sighted by a consultant for customer validation.

Please Note: Should you not have a valid credit card, then a cash security deposit is required. Cash deposits will vary depending on the property, with the minimum amount of $500.

What happens if I break something?
Accidents happen sometimes. It is best to let us know if this does occur. You are more likely to incur a charge for breakages or damages if we do not know about it. Upon your departure, an inspection will alert us to any damaged or missing items. As per the guest registration form you have signed, such incidents are charged to the guest accordingly.

Why is the total price different from the "from" price?
Each property is displayed from the winter off season weekly tariff. Seasonal tariffs apply. A clean fee and booking fee will be added to the tariff at the end of your booking showing the exact price for the requested dates.

Can I bring my pet?
Most properties will not allow pets anywhere at the property. Guests wanting to bring their pet can contact the office and staff can ask owners of they are willing to allow a pet. Guests who bring pets to properties that do not allow for them could face immediate eviction without refund at the discretion of management.
Port Stephens offer three kennelling options:

  1. CEJ’s Boarding Kennels – Nelson Bay Road, Bobs Farm – 02 4982 6646

  2. Auramist Lodge – Nelson Bay Road, Salt Ash – 02 4982 6304

  3. Nelson Bay Boarding Kennels – Gan Gan Road, One Mile – 02 4982 1182

Can I book a property for 'schoolies'?
No, you cannot have a party. LJ Hooker Nelson Bay adhere to the Holiday Code of Conduct respecting the local residents of the area. Our policy requires a maximum of adults in a particular dwelling to help reduce noise complaints, excess cars and disruption to the neighbouring properties. If a property accommodates more than eight people then the remaining guest numbers must be for children.

Any guest found to be hosting a party of any kind or over-crowding the property will be immediately evicted without refund.

Any booking found to be a "schoolies" booking will be immediately cancelled and evicted without a refund, whether any other terms and conditions are breached or not.

Is my property airconditioned?
Not all properties offer air conditioning. If air conditioning is important to your stay then please select air conditioning as a requirement when searching on the website.

What do I do if I have an afterhours emergency?
If the matter is life threatening, Dial 000.

The after-hours phone service is for emergencies only, for example total power failure, total water failure, lock-out or natural disaster damage. Please contact our office number on 4984 2400 and a message will be forwarded to the emergency services.

NOTE: If you lock yourself out you will be required to pay for a locksmith service call. This can be expensive!

Do I need to put out the garbage bins?
Yes. Collection days will be displayed in the LJ Hooker Nelson Bay Compendium provided. Guests are responsible to place the red and yellow bins to the curb on collection day if this occurs during your stay. Bin collection will pertain to private homes or duplexes only, whereas unit blocks will have a strata set-up to take the bins out for you. The best indication is to check the street / neighbours who have put out their bins as you would at home. Failing to do this, guests will incur a cost for excessive garbage collection as per our terms and conditions.

Why does the TV have poor or no reception?
Reception can be affected from time to time due to the weather or distance from the telecommunications tower. Problems we saw in the old days have been significantly improved since the introduction of the digital signal.

Can I purchase extra cleaning?
If you would like to order mid-stay cleaning please contact LJ Hooker Nelson Bay; Mon-Fri 9am to 5pm and Sat 9am to 4pm on (02) 4984 2400 to arrange a quote.