Frequently Asked Questions

Where are you located?

You’ll find us at 1/47 Burrum St, Burrum Heads.

When and where do I collect my keys?

Check in time is 2:00pm, however we often allow an early check in if the property is available. Please call our office one day prior to confirm this. No guarantees are made for an early check in.

 For properties located in Burrum Heads, you need to collect your keys from our office located at 1/47 Burrum St, Burrum Heads.

For properties located in Toogoom or Pacific Haven, you will be emailed and texted a code that provides access to a lockbox located on the property.

 What dates do your tariffs change throughout the year?

There are many different tariff changes through the year, off peak times and well as peak times. Our Mid Season dates are during the June/July, September/October school holidays and the first and last week of December/January school holidays. High Season is during the April (Easter) school holidays and Christmas Holidays. Low Season is all other dates.

Can I bring my pet?

Yes. We have a number of pet friendly properties that you’re welcome to stay at with your beloved pet/s. Please remember that dogs must be toilet trained and are not allowed on furniture or beds. View our properties that are pet friendly here –[]=pets-considered

Do your holiday homes have Wi-Fi?

Not all of our holiday homes have Wi-Fi, however it will always be listed with the property description prior to booking. View our properties with Wifi here –[]=wifi

Does my property provide linen?

Top of the Tide & Driftwood Beach House provide linen for all bookings. For our other properties, please remember to bring your own personal linen including sheets, pillow cases, bath mats, bath towels, and tea towels. Our holiday properties are equipped with blankets/doonas and pillows and protectors. We also suggest you bring with you soaps, dish-washing liquid, toilet paper etc.

If you are unable to bring linen, it can be hired through us at a reasonable cost.

Can I smoke at the property?

All of our properties are strictly non-smoking within the property.

I need to cancel my booking, will I receive a refund?

As per our booking T&Cs;


For bookings made and cancelled 30 days or more prior to the arrival date, the deposit is not refundable.


For bookings made more than 30 days prior to the arrival date and cancelled within 30 days of arrival the full tariff is not refundable.


For bookings made within 30 days of arrival and for no shows – the full tariff is not refundable.


As a gesture of goodwill, upon request, we will free up the dates and readvertise a property to get it rebooked. Any refund will be pro rata unless the property is rebooked for all the dates of the original booking.

 Please note that the booking fee, credit card fees and third-party service fees are unable to be refunded.

If you elect to vacate the property prior to your check out date, there will be no refund of any unused portion of your stay.

When do I receive my bond back?
Your bond will be refunded within 7 days. (Sooner rather than later!)

How can I pay?
Our preferred payment method is by card. You may also pay by direct deposit or by cheque.

What do I need to bring with me?
Our properties are self catering, our agency provides some basics to get you started but you will need to go shopping on arrival, bring with you or order online, this includes toilet rolls, soap, dishwashing liquid etc.

Can I hold a party/wedding at the property?
Parties and weddings are prohibited at our holiday homes.

Is there a maximum number of people that can stay at the properties?
Yes there is a maximum number of people that can stay in the property. Please refer to the property ad to find out the maximum number the property can accommodate.

What shall I do if something breaks during my stay?
Please notify our agency straight away if something breaks during your stay by calling 07 4129 5166

Do I need travel insurance?
We strongly advise travel insurance for all your holiday bookings to meet your personal requirements in respect to personal injury, illness, employment changes or weather conditions.

What is there to do in Burrum Heads?
Burrum Heads is a quiet fishing village with glorious weather and 3 boat ramps to launch your boat for a day on the water. Don’t have a boat? No problem – there’s plenty of safe swimming beach in Burrum Heads. Or perhaps you’d like to have a BBQ down at the Lion’s Park (end of Burrum Street) watching the fisherman on the shore.
Still hungry? Head to the Burrum Heads Hotel for a meal and if you enjoy trying your luck on the pokies or TAB those facilities are there. If you don’t fancy a gamble maybe you’d like a game of bowls after your meal at the Burrum Heads Bowl Club. If you’d rather be back on the beach with fish & chips check out A Taste of Burrum on Burrum Street.
Other local facilities include a full sized Foodworks encompassing a post office, seafood and bait & tackle. There is a butcher, baker, book & gift store, multiple hairdressers, beauty therapy, hardware store, Roz’s Happy Place full of gifts, clothing and jewellery also offering art classes and meditation.
There is a Community Hall hosting events such as craft, yoga, bingo and more!

What do I do with the keys on checkout?
Burrum Heads: Please return keys to our office at 1/47 Burrum St, Burrum Heads. If you are checking out outside of our office hours, please return keys to the after hours slot on the left hand side of our front door.
Toogoom & Pacific Haven: These properties are fitted with lockboxes. Please return the keys to the lockbox on departure and scramble the code if applicable

When is bin day?
Burrum Heads: Wednesday
Toogoom: Friday
Pacific Haven: Monday

What do I do if my BBQ gas bottle is empty?
If you are staying in Burrum Heads, take your empty BBQ gas bottle to Burrum Traders with your holiday keys and swap your gas bottle.

If you are staying in Toogoom, take your empty BBQ gas bottle to the Toogoom Convenience Store, provide the name of the holiday house & your name and swap your gas bottle.

If you are staying in Pacific Haven, please contact our office on 07 4129 5166