For Your Arrival

Communication

Our office is open Monday to Friday from 9am to 5pm and the best way to contact us during those times is as follows:

Outside of business hours for any issues that can not wait until the office reopens the best way to contact us is by phone as follows:

  • Phone: 02 4441 7771 and follow the prompts to get through to the after hours and emergency team.

As we manage many properties around Jervis Bay, taking bookings through a variety of booking platforms including Airbnb, Booking.com, Stayz, Expedia, Agoda and more, using their individual messaging platforms will mean a slower response time than communicating directly.

Note: Emails and messaging platforms such as Airbnb and Booking.com are not monitored out of business hours

Arrival

  • On the day of your arrival, you will receive an email and SMS with your unique access code from 12 noon (this does not mean an early arrival is available).
  • Arrival time is from 3pm. Please do not attempt to access the property before this time unless you receive our specific early arrival email and SMS, as you may be charged accordingly.
  • If an early arrival is available, you will receive our specific early arrival email and SMS advising the property is ready for an early arrival which could be received anytime from 12 noon.
  • As we automatically provide an early arrival on all properties, as and when an early arrival is available, we ask that you do not reach out asking for an early arrival.
  • If you are arriving after sunset we suggest having a torch (your phone light would be fine) at hand for easy location of the key lock box (if there is one) and access to the property.

Finding the lockbox

If you are having trouble finding the lockbox, please:

  1. Double check the address you are at (you would be amazed how many calls we get from people at the wrong address/property)
  2. Follow the check-in instructions carefully

Note: The instructions you have received have been used by many people before you and they always work when followed.

Opening a lockbox

Most of our lockboxes have a standard lockbox and are simple to open using the following steps and video below:

  1. Open the black flap on the lockbox.
  2. Roll the numbers so the access code provided by us (not your booking.com pin or any other numbers provided) lines up horizontally along the front of the lockbox.
  3. At the same time:
  1. Push the small tab/button down
  2. Pull open the lockbox 'door' from the top to bottom towards yourself (the hinge is at the bottom)
  1. Close the lockbox
  2. Roll the numbers so the access code provided by us is not showing

Note: If the lockbox does not open (they sometimes get slightly jammed), after you have rolled the numbers so the access code provided by us lines up horizontally along the front of the lockbox then push firmly on the top of the lockbox 'door' (above the slot where the numbers are) inwards as if you are trying to close it and then push the small tab/button down and then pull open the lockbox 'door' from the top to bottom towards yourself.

Keys

When you are heading out and away from the property, we strongly suggest you leave the keys in the lockbox you collected them from (for those that have a lockbox). This is for many reasons including:

  • If there are several people in your group you can all come and go at your convenience without worrying about the keys
  • This will ensure the keys will not be lost (it's not uncommon for keys to go missing on a beach)
  • Roller door remotes, swipe keys etc. do not like sand and salt water and keeping them safe in the lock box is the best way to protect them

Notes:

  • Lost keys and/or damaged remotes and swipes will incur a replacement cost
  • If you do lose a key you can call Jervis Bay and Basin Locksmiths on 0412 929 197

Share it on socials

Once you have checked in it's time to share it with your community on your socials!

Get your fellow guests, get the best angle, snap the best shot and:

  • Share it on your socials
  • Check-in to @experiencejervisbay
  • Tag us at @experiencejervisbay
  • Hashtag #ExperienceJervisBay

Rubbish bins full

Often on departure, a bin will be left full by the departing guests and without knowing about it we are not able to do anything about it.

If you arrive to find your rubbish bins full please notify us so we can have them emptied.

Also, if you find your bins full or overflowing during your stay please let us know so we can have them emptied.

You can call us on 02 4441 7771 or email a photo to holidays@experiencejervisbay.com.au

Reporting any concerns, issues or existing damage to us upfront will give us the best chance to help resolve any problems in good time and photos will only help.

Concerns, issues or existing damage

Once you have checked in it's time to do some exploring and check the property out.

As you are looking around the property, please be sure to have a good look around and report any concerns or issues you come across using our Arrival Issues form available here: Arrival Issues Form

This may be:

  • Lack of cleanliness
  • Existing damage
  • A full rubbish bin
  • No supplies

Reporting any concerns, issues or existing damage to us upfront will give us the best chance to help resolve any problems in good time and photos will only help.

Note: Form submissions may take some time for a response and for any urgent issues please call us on 02 4441 7771.

Moving of furniture

The properties have been set up the way the owners like to have the properties set up and they are not designed to have furniture moved.

Moving furniture will likely damage the furniture itself, mark and scuff floors and walls and generally leave unnecessary damage.

If there is evidence that furniture has been moved then a fee could be charged.