Highball House

Terms & Conditions

Thanks for choosing to stay at Highball House and we hope you have a great time.
The following pages are here to assist and guide you so you are able to have an enjoyable and safe stay
We hope the below answers most of your questions but if you can't find an answer here or have a problem you need solved please contact the Highball house Team on:
0427930673
(Just text if no answer or leave a message)
or email
admin@highballhouse.com
Complaints or problems
Every effort has been made to ensure that you have an enjoyable and memorable holiday, however if you have any queries, problems or cause for complaint please let us know. It is important that remedial action is taken as soon as possible.
If any complaint or issue cannot be resolved during your holiday please email us with full details within 7 days of the end of your stay and we will seek to find an equitable resolution. We are a family run business and there are a lot of things to try and get right so we appreciate your understanding in this if we arent perfect!.
Obviously if you have a great time we would really appreciate it if you would review us on facebook,Instagram,Google,AirBNB or Stayz and or write something nice in the guest book!
General
HH is located in a residential area and is not suitable for noisy parties or large gatherings.No fires or Marquees on the grounds. (Fire Pit* and Fireplace are the places for these). No glitter,smoking or smoke machines inside for obvious reasons.* Outside fire ban period
Please don't leave the doors open in winter and please ensure all appliances and heaters are turned off in the rooms when you leave. Our power bills are out of control right now!
Pets are welcome but only if they are not aggressive and housetrained.See extra cost for damage below
Checkout and checkin are 12 noon generally unless by prior arrangement
WIFI-We have excellent WIFI throughout the house, password in one word, all lowercase
highball123
Entertainment
We have available a large selection of DVDs, books, records and board games for adults and children. Kids things in the TV room and Grown Ups in the main lounge.
We have a Pool Table room adjacent to the main lounge and firepit area that also has a secret darts board (hidden behind the mirror cabinet on the wall!)
We have a selection of outdoor games (in a plastic chest adjacent to the studio) such as Volleyball , tennis balls & rackets, croquet… the list goes on. (Tennis courts for hire see Bundanoon Tennis) There is a table tennis table in 2 parts in the studio and you will need to support it with 2 folding tables to use.
8 Bikes are provided ) 4 mountain 4 Road) with helmets.
The use of the bikes is entirely at your own risk and should only be used by competent parties in an appropriate way to the bike, user and conditions and road rules. The management takes no responsibility for the use of these and their use is entirely at your own risk. No lights are provided so you must bring them if you want to use them at night and we suggest you bring your own helmet though some are supplied.
Please note you must check bikes and helmets before use and not use them if there are any faults (which we would appreciate if you could notify us about).
We have smart TV’s (for your own streaming account) in the kids room and the main lounge ( TV aerial in main lounge only)
There is also a record player next to it with a connection for phone music. No children to use the record player please.
Rubbish/Recycling and Bins
On departure we ask that all rubbish is placed in the appropriate bins found around the back of the building past the BBQ area
Sorry but the bin collections aren't flexible so if they are out in the park when you arrive please roll the bin back to the storage area as it will look nicer for your stay!
Fires and Firewood
Wood is located in the storage area behind the studio
Baskets are provided inside to stack wood in. The indoor fireplace is to have supervision and to be grated at all times. When you go to bed please ensure the fire is out.
The fire pit is only available outside the bushfire danger period (generally from October 01 to March 31) assuming there is not a total fire ban and no other outside fires permitted. Download the ‘fires near me’ app to check if it is permissible before use and or use the below link.
http://www.rfs.nsw.gov.au/fire-information/fdr-and-tobans
If there is a total fire ban the pizza oven/woodsmoker/weber are not able to be used but the gas BBQ is.
Heating/Cooling
7 electric heaters for the living and dining areas are available for you during the cooler months plus 2 wood fires in the living areas.There are also 3 fan heaters in the cpd in room 1. Finally each bedroom has its own electric heater.
Please turn all these heaters off when you leave.
Fans are provided during the hotter months and can be found in the bar area of the property.
There is a wall mounted gas heater on the verandah. The cord needs to be stayed pulled down to allow operation and can be wound around the wall mount. See video for how to operate*
BBQ and Outdoor Cooking
The BBQ is natural gas. Please use the BBQ in a safe manner, with BBQ utensils to be returned to the kitchen.See video for how to operate* We also have a wood smoker and Weber available (you will need to bring your own fuel for these) and a Clay Pizza oven for which you can use firewood supplied.See note above that during a total fire ban only the gas BBQ may be used. Again check the below before use.
http://www.rfs.nsw.gov.au/fire-information/fdr-and-tobans
Stoves/Ovens/Cooking
Highball house is fitted with two electric fan forced wall ovens and a commercial 6 burner gas stove/oven.
Please note the large gas oven does not cook at a high temperature so take this into account for cooking times. We have the kitchen window slightly open so please leave it this way but close the kitchen doors to avoid letting the cold into the house in winter and to stop cooking smells pervading the house!
We have a carbon monoxide detector in the kitchen for your added safety.
Safety lighters are provided to ignite the stove top/oven. It is important to hold the lighter flame to the gas point on the stove top, to light, whilst holding the dial in. This is located to the left of each burner.See video for how to operate*
We provide salt and pepper, Tea and Coffee (with espresso machines), Cooking oil and foil and baking paper and glad wrap.
Dishwasher’s and Laundry
In the main kitchen there is a commercial dishwasher. There are 3 trays provided. All of the detergent and rinse aid is hooked up ready for use.
To use, switch the ON button (lightning bolt to the left of the control panel) and leave for approx. 5 minutes to reach room temperature (at least 60oC).
Once ready the best cycle to use is the glasses cycle or the plates cycle. Continually push the navigating key (2nd button on the left of the control panel) until you find the desired cycle.
To start a load, push the start cycle load (On the far right of the control panel – located after the temperature screens).
Please empty out the dishwasher after each meal session. To do so REMOVE the plug, close the door and select the drain cycle on the navigating button then press the start cycle key.
See video for how to operate*
The bar is also equipped with a domestic dishwasher, and powder/tablets are provided.
There is a washing machine and dryer in one of the toilets with powder provided.
Fridges/Freezers
There is a large commercial and normal size domestic fridge located in the kitchen. There is also a commercial bar fridge and wine fridge in the Bar area. The freezer is also located in the bar area.
Instructional videos for Highball house:
We have put together some videos to help use some of the equipment at Highball house.
Dishwasher: https://youtu.be/J2ozI-QeNI8
Gas Stove: https://youtu.be/lmumaoNxpiQ
Gas Oven: https://youtu.be/zdoY_0hdoUA
Heating : https://youtu.be/k_77MDpKZqo
Outdoor heater : https://youtu.be/moWxSHA5m1M

Damage/Departure cleaning
The various items used to decorate our property are vintage items. We ask that you refrain from moving them. Please don't move the main dining table as it comes apart! If you do relocate inside outside furniture please put it back where you found it.
FYI Pool Table is screwed down so it doesn't get out of level
Please just leave the house in a tidy manner. We don't expect you to clean it!
We ask that you please treat this building as if it were your own home. Damage/loss of items will be charged for at cost inc administration costs*. All items are available for you to use but must be left in the condition found e.g. cutlery/plates/pans etc are to be cleaned and dry on departure.
An additional service charge will apply if the cleaner has to do extra work in all or parts of the house inside or out*.
Departure Cleaning: Before departure, all food must be removed from refrigerators, rubbish placed outside in appropriate bins, all kitchen items to be washed, dried and packed away.
Extra Charges
We aim for HH to be all inclusive and we provide many services and amenities within the total rate that are charged for in other properties.
Notwithstanding that damage to the property or items within it or excessive noise generation involving us sending out security will be charged for.
We don't want to do this as we greatly appreciate you staying at HH and it is very uncommon for us to do this.
Pool Table
It costs $1000 to recover this and a single tear necessitates this for obvious reasons. Divot holes from jump shots also accumulate to ruin a good playing experience so once we get a second hole we will replace the total. (They can't be patched successfully)
Tear $1000 inc GST
Divot Hole $500 inc GST
NB we photograph the table top after every stay to ensure no damage has been done. No jump shots or back spins please as the cloth will not be damaged if people use common sense!No unsupervised children.
Extra Cleaning
Unreasonable excessive soiling stains or mess will be photographed and the extra time logged to clean this up will be charged at $75 per hour plus GST.
Pets are allowed under house rules being below
Pets sleep outside on the enclosed and covered verandah on dog beds in summer (we have 2 large ones) or inside if too cold in only the rear four rooms which all have timber floors. (On the dog beds mentioned-if you need more you must bring them) There is a plastic kennel available behind the studio if you wish.
No pets on any furniture or carpeted areas at any time including beds and couches. If there is evidence such as smells or hair the entire bed/lounge suite will be professionally cleaned at your cost.The same for carpeted areas where the whole room will be cleaned. (Please get pets to lie on dog beds only)
Please do a thorough inspection for dog and cat poo in the grounds before you leave. If we find any the gardener will be called to do a thorough inspection of the entire grounds inc a callout fee. Please understand the next guests may be having a garden wedding!
Damaged Items
Please advise us if you have damaged anything. We need to repair it or replace it!
We generally don't charge for minor damage not caused intentionally or maliciously but breaking a chandelier by swinging on it (yes it happened) will obviously attract charges!
Broken glasses or plates generally we don't need to know about but once we lost about 25 glasses so there clearly was an issue and we charged accordingly.
Damage charged at replacement cost which includes an allowance for admin and travel ($75 per hour inc GST) as we generally need to replace at short notice. Note a cheap item may cost more in extra costs as above.
Security/Cameras and Excessive Noise
HH is located in a residential area and is not suitable for large gatherings or noisy parties.Please read the code of conduct (link below) in regards to acceptable behaviour.
We have multiple external video cameras which do record and 2 audio cameras externally which are never recorded (and only monitored by us in the event of a noise complaint)
If we receive a noise complaint call we will check the audio cameras and text you requesting you quieten down if it is deemed to be excessive. We will then check again later and if there is still a problem we will send out security and you will be charged.
Security on site attendance is charged at $150 inc GST per visit.
It's not so much a matter of the time of day but what is reasonable for other people to expect. There is no problem with people sitting out on the verandah at midnight having a quiet chat but drums all day from 9am booming away are an issue (yes it happened!)
Obviously if you want to dance the night away just do it inside and keep the doors and windows closed! Generally please be quiet outside after 9pm Sunday to Thursday and 10 pm Friday and Saturday.(No music shouting etc)
CODE OF CONDUCT
The person who made the booking should read and familiarise themselves with the full STRA Code of Conduct found at this link
https://www.fairtrading.nsw.gov.au/resource-library/publications/code-of-conduct-for-the-short-term-rental-accommodation-industry
Important Excerpts below
A host must not enter into a short-term rental accommodation arrangement with a guest if
The details of the guest match the details of a person recorded on the exclusion register as an excluded guest.
This section is an offence provision under section 54C of the Act.
Accordingly please respect the above and do not enter the premises or book HH if you are excluded.
Obligations to neighbours
2.5.2 A guest must not at any time during the occupancy period:
(a) create noise that because of its level, nature, character, or quality, or the time it is made, is likely to harm, offend, or unreasonably disrupt or interfere with the peace and comfort of neighbours and other occupants of the premises
(b) act in a violent or threatening manner towards neighbours or other occupants of the premises
(c) act in a manner that could reasonably be expected to cause alarm or distress to neighbours and other occupants of the premises
(d) use or enjoy the premises in a manner, or for a purpose, that interferes unreasonably with the use or enjoyment of common property by neighbours and other occupants of the premises in a strata or community scheme
(e) intentionally, recklessly or negligently cause damage to premises, any common property or any other communal facilities within the immediate vicinity of the premises, or any public property in the vicinity of the premises
(f) intentionally, recklessly or negligently damage the personal property of neighbours of the premises or other occupants of a strata or community scheme.
Responsibilities to hosts
2.5.5 A guest must take reasonable care of the host’s premises and the host’s property at the
premises.
2.5.6 A guest must notify the host or the host's representative of any dispute or complaint about a
guest’s or visitor’s behaviour as soon as possible after the dispute or complaint arises.
This section is an offence provision under section 54C of the Act.
Exclusion register
2.5.7 A guest who is recorded on the exclusion register is prohibited from entering into any short-
term rental accommodation arrangements as a guest.
This section is an offence provision under section 54C of the Act.
Guests responsible for conduct of visitors
2.5.8 A guest is responsible for the actions of visitors they invite onto the premises during the
occupancy period and must ensure visitors to the premises comply with section 2.5.2 of this code as if they were a guest on the premises.
Covid 19
The person who made the booking should read and familiarise themselves with the Covid Safety Plan found in the back of this folder and attached to the pre arrival email you have received with this welcome document.
This person is also fully responsible for ensuring all guests act in accordance with laws and regulations relating to Covid 19 in relation to their stay for themselves and all other guests.
Please refer to the link below to keep up to date with current rules before your stay.
https://www.nsw.gov.au/covid-19/stay-safe/rules
As noted HH is let as STRA as a house and covid rules should be applied accordingly as per this classification and our Covid Safety Plan.
House Fire Safety
Fire Safety. The building is equipped with a fully automatic smoke and fire alarm system with a fire panel in the kitchen.Please follow instructions on the board in the event of the alarm going off and evacuate the building to noted assembly points on evacuation plans. Fire extinguishers/blankets are also located throughout the property.
No smoking inside or smoke machines inside- they will set off the alarm.
Please take note of the fire evacuation plans found in each bedroom/room and familiarise the location of the fire exits and extinguishing equipment throughout the property.
We suggest closing the door between the kitchen and dining when doing serious cooking and opening the kitchen door.
In the event of a Fire
Raise the fire alarm and attempt to contain the fire if it is safe to do so, as follows:
Whenever attempting to control a fire, the "F.I.R.E" response should be used.
FIGHT If the fire is small and it is safe to do so, attempt to fight the fire. Fire extinguishers are provided throughout the property, referring to the emergency plan for locations. If the fire is too large to fight safely then go to the next step.
INFORM Report the fire. Inform the appropriate emergency response organisation by dialing 000.Inform all other guests. Any assistance that can be offered to the fire brigade must be provided. This assistance should include the exact location, cross streets and details of the extent and nature of the fire. For Example: electrical, gas, timber or hazardous substances.
RETURN If safe to do so and if the fire was not extinguished initially, return to the area and attempt to contain the fire.
EVACUATE If the fire has not been contained; evacuate the House in an orderly manner as follows:
Evacuation
An evacuation diagram is available for each room indicating the assembly point as well as the nearest exit points.
Emergency Contacts are also included in the evacuation diagram as well as the location of fire fighting equipment.
The assembly point is signposted and is the designated area to ensure that everybody is accounted for.
Emergency procedures are tested periodically.
The person who made the booking should read and familiarise themselves with the Home Emergency Plan 2021 found in the back of this folder or attached to this email
Contact Details
The host’s authorised representative
Highball house Team
0427930673
admin@highball.com
(b) an emergency electrical service provider
Paul Grosvenor
0423 524 104
(c) an emergency plumbing service provider
Rodney McKinley
0415 753 221
(d) Australian emergency services.
see below
Main potential hazards that may affect this STRA dwelling or the general area
HH is in a semi rural area and setting and there are poisonous spiders and snakes likely to be on the property at any one time as is to be expected. Dogs and children should be supervised in outdoor areas of risk.See below for advice.
https://www.travelwheels.com.au/site/dangerous-animals-in-australia/
the area dwelling is located in may be subject to bushfires and flooding of roads and creeks accessing the site
• See details below about how guests and visitors can be kept informed, including information on emergency service broadcasts and emergency contacts; and
• See details below on what to do in an emergency situation and where guests and visitors will need to go to safely evacuate.
The NSW State Emergency Services, the NSW Rural Fire Service and your relevant local council provide useful information that can assist guests with identifying potential hazards that may impact their dwelling and location area, to ensure guest and visitor safety is maximised.
Further information can be found at the following websites:
• Bushfires - NSW Rural Fire Service www.rfs.nsw.gov.au,
• Floods - NSW SES www.floodsafe.com.au,
• Storms - NSW SES www.stormsafe.com.au,
• Urban fires - Fire & Rescue NSW www.nswfb.nsw.gov.au,
• Heatwaves, earthquakes and other disasters - Australian Emergency Management Institute www.em.gov.au, and
• we make guests and visitors aware of any warnings by visiting the Bureau of Meteorology (www.bom.gov.au) who issue:
o Flood Watches for rivers when flooding is likely, and
o Flood Warnings for rivers when flooding is about to happen and during floods, and
o Severe Weather Warnings and Severe Thunderstorm Warnings for possible flash flooding, damaging winds, hail and heavy rainfall, damaging waves and dangerous surf, and
• we make guests and visitors aware of the NSW Rural Fire Services fire danger ratings and to monitor the Fire Danger Ratings daily at www.rfs.nsw.gov.au/fdr;
• we make guests and visitors aware of emergency information and updates provided by NSW State Emergency Service (SES) at www.ses.nsw.gov.au on local flood impacts and evacuations during hazardous floor, storm and tsunami events;
• we advise guests and visitors to contact Roads and Maritime Services on the 24 hour traffic enquiry line 132 701 or visit Live Traffic NSW at www.livetraffic.rta.nsw.gov.au for information regarding roads;
• we advise guests and visitors of the location of any relevant emergency services
NSW Police,67 Elizabeth Street,Moss Vale, NSW 2577
Phone: 02 4869 7899
Open 24 Hours
Bowral & District Hospital: Emergency Department
Located in: Bowral and District Hospital
Address: 97-103 Bowral St, Bowral NSW 2576,Phone: (02) 4861 0200
• We encourage guests to download an appropriate emergency application to their mobile phones that provides information on potential environmental hazards for the location the STRA is being carried out. One example is the ‘Fires near me’ application, developed by the NSW Rural Fire Service to provide users information and warnings about bushfires and other incidents attended to by the NSW Rural Fire Service. Emergency contacts
Emergency contacts to call in the event of a hazard or emergency.
Contacts include:
• Emergency – call 000 for life-threatening emergencies only, including bush fires;
• Emergency text – call 106 for people who are deaf or have a speech or hearing impairment;
• NSW Rural Fire Service – call 1800 679 737 for information on fire bans and bushfires in NSW;
• NSW State Emergency Services – call 132 500 for support and advice in the instance of an emergency;
• RSPCA – call (02) 9770 7555 to find a shelter, branch, care centre or vet clinic;
• WIRES – call 1300 094 737 for emergency advice for injured wildlife; and • the relevant local council.
Evacuation orders may be issued by the NSW Policy or other emergency services, who’s directions should always be followed.
Guests and visitors are encouraged to stay together during evacuation events and to stay updated with the latest information by listening to the local radio station or contacting emergency services for support.
Your local radio stations. We encourage guests and visitors to listen to the station for updates and advice;
2CE EAST COAST RADIO 105.5 FM, 105.9 FM
2EAR 107.5 FM
2EC EAST COAST RADIO 765 AM, 1584 AM
2ST 106.7 FM, 91.7 FM
ABC RADIO ILLAWARRA 97.3 FM
ABC STH EAST 103.5 FM, 106.3 FM
HIGHLAND FM 107.1 FM
POWER FM 94.9 FM
SHOALHAVEN FM 104.5 FM, 92.3 FM, 99.7 FM
VOX FM 106.9 FM
WAVE FM 96.5 FM
Information to assist Guests can be found by visiting the following websites:
• NSW Fire and Rescue – Community Fire Safety,
• NSW Rural Fire Service – Bush Fire Safety Resources, including but not limited to information on how to prepare Bushfire Survival Plan and Bush Fire Safety Fact Sheets,
• NSW SES – Home Emergency Plan online tool, and
• NSW Local Government – Directory.
First Aid
In the event of an injury, A frequently maintained and fully stocked first aid kit is available in the kitchen. Where urgent medical attention is required, call for an ambulance.
Remember the key principles of First Aid Response:
D - Danger
R - Response
A - Airways
B - Breathing
C - Circulation
A frequently maintained and fully stocked first aid kit is available in the kitchen. All incidents are to be notified to us and will be recorded in an incident log. All guests involved must offer their full cooperation in any incident investigations that may follow.

Payment Policy

A 10% deposit is required at the time of booking and a further 40% payment 4 weeks after this date.
4 weeks before your arrival date the balance of 50% is due plus a $1000 bond

All payments will be taken from the card you booked with and inc GST

You will not be charged any card fees for paying by visa or mastercard.

Cancellation Policy

Please note that should you cancel, the deposit is not refundable and payment must be made for the full balance whether you stay or not.
Please understand that this policy is necessary due to the nature of the property. Groups book well in advance and it's highly unlikely new bookings will be made at short notice . Hence, please choose your dates carefully and we recommend taking out travel insurance.
Notwithstanding the above if for whatever reason you wish to postpone your booking we will endeavour to rebook those dates for a fee of 10% of the total booking amount if we are successful.
Changing your stay to an earlier available date is no charge
There is also no charge to transfer your booking to another party. Please just advise us of the new guests contact details. Please note they will be bound by the same terms and conditions as our agreement with you.