We've compiled a handy list of answers to our most frequently asked questions.
If you have a question that is not here please call us on 1300 48 84 48.
Are all the homes and cottages located on one property?
No, we have a group of properties scattered across the Dandenong Ranges. Some properties are close to or in one of the Villages, others are tucked away on acreage and some are on owner properties or are part of an estate with other cottages - there is something to appeal to most people. Nothing is far away, so we can help you choose cottages/accommodation as near to each other as possible, please just ask us for help or advice.
Accommodation: If we need 1 bedroom, but there are more rooms, do we share with any other guests?
No, you as the guest are given sole occupancy of the property. However the tariff may change depending on the number of rooms you need.
Accommodation: There are 3 of us staying, but one person is only for one night. How does this work?
Tariffs are based on the number of bedrooms used - we can't wash half a sheet! Therefore, your booking tariff is based on the number of rooms occupied whether it be for one night or the whole of the booking.
Accommodation: if there is an open fire, is firewood provided?
Yes. Your fire will be set and ready to light. A supply of firewood is left for your use, sufficient for your stay. Please note, the fire is for ambience and will not be the only source of heating in most cases.
The lighting of wood burning fires in properties will be prohibited from the beginning of the declared fire danger season (generally December to as late as May, subject to change). Please enquire for more details. It is also prohibited on all days of Total Fire Ban at any time of the year. Please see www.cfa.vic.gov.au/home If there is no wood and kindling provided at your property, it will be because of this policy. The collecting and burning of twigs, leaves and branches from outside your property is strictly forbidden at anytime.
Accommodation: is linen provided?
Yes. Bedrooms that you have booked will have beds ready made with quality linen, doona/blankets, pillows and bath linen are supplied. All you need is your own pillow and teddy bear if you can't survive a night without them :)
Accommodation: Do I have to Clean up?
Our lovely housekeepers present everything with pride for your arrival. We have seen them cry at the mess some people leave, so as we love our housekeepers, we hope you'll help us keep them by tidying up before you leave. Stacking the dishwasher and turning it on and putting rubbish together in bags is a great help - thank you!
Booking: How do I book?
We are available to you 24 hours a day online through our website www.valleyrangesgetaways.com.au . This site allows you to go right through to a secure link to book online with your credit card. You will be sent a confirmation of the booking when the deposit is successfully paid. Or if you prefer to discuss your options, you are welcome to phone our office on 1300 48 84 48 during business hours, 10.00am to 5.00pm Monday - Saturday.
Booking: What deposit do I pay?
We require 50% deposit to secure your booking. The balance is due 14 days prior to your arrival. If you book within 14 days of the date of your stay, you will be asked to pay the whole amount at the time of booking. We also require a security bond (varies per property) against a credit card which is released within 5-7 days of your arrival date.
Booking: Do you accept single night bookings?
Sadly, we do not accept single night bookings unless it shows as being available on our booking system. The costs of cleaning make one night bookings prohibitive. Minimum tariffs may apply over weekends and special periods such as long weekends, Easter and Christmas.
Credit Cards: I don't have a credit card - how do I pay?
You are welcome to pay by direct deposit into our bank account. Deposits need to be paid within 3 working days of making the booking. Please contact our office on 1300 48 84 48 or by email at [email protected] and we will email you the details.
Credit Cards: Can I pay with AMEX?
No. We accept Visa or Mastercard. For all merchant cards there is a surcharge depending on the type of card you choose. This is to recoup the fees charged to us by merchants. Direct Deposits to our bank account are a fee free option for bookings made more than 7 days from your check in date. This way we have time to receive your payment and send your confirmation. Direct deposit requires you to put your name next to the deposit and email us when a deposit is made.
Check In & Check Out:. What time is check in and out?
Our properties have a 3pm check in and a generous 11am checkout (at most properties). Please check the details on each properties page.
Extras: Yay!! We found there are biscuits, chocolates, bubbly in our cottage - are these for us?
If you find these lovely treats awaiting, they are part of your package so please enjoy them. Most properties supply pantry items such as oils, salt, pepper sugar for your use, but please leave these items behind for the next guests.
Extras: How can we book massages, dinner or other special things?
We happily provide a concierge service to help you arrange dinner, massages, antipasto platters. We can also help you with flowers or bubbly for a special occasion - we LOVE special occasions! Obviously, the more notice we have for these special items the easier it is for us to meet your request and it is our pleasure to help you enjoy your time away. You can see all our available extras on our Massage and Extras Page >
Keys: Where do we get our keys?
Our properties are self check in - you will receive an SMS the day prior to your arrival with all details to check in. This will be sent after your security bond has been processed as a hold on your credit card. We require a phone call or SMS to advise you have checked out so we can arrange Housekeeping and release the security bond. We do charge $50/$100 if keys/remote controls are not returned to the property/key safe on departure so do make sure you leave them upon departure.
Mobile Phones/Internet: - What service is available?
Pretty much Telstra! Sadly, particularly in the Dandenong Ranges, this is the only supplier with some coverage, and we cannot guarantee the reliability. Vodafone has no reception, Optus intermittent. All properties have Wi-Fi capacity however it is offered as a complimentary amenity and we can’t guarantee continuity of service as it is out of our control, and sometimes subject to weather conditions, power outages etc.
In House Phones?
If there is a phone in your accommodation property, it is STD barred. You are welcome to use the phone for calling us, 1300 48 84 48 or making a dinner booking or local enquiry. You are also welcome to give out that number, if you need to leave a number at home for family in an emergency.
Pets: Can we bring our pets?
Some of our properties are pet friendly. Please check when booking as we have very strict rules around bringing pets without our knowledge - the owners of properties have every right to set a 'no pets' rule. We ask that you bring your own pet bedding, bowls, food. We don't think it is hygienic to have pets sharing bedding. Pets are not allowed on the beds or furniture. We ask that you clean up after your pet and bring along doggie bags. There is a Pet fee of $60 to cover additional cleaning for your pet stay.
Public Transport: - Dandenong Ranges
There are trains from Melbourne, Flinders Street Station, to either Croydon, Upper Ferntree Gully or Belgrave. Buses meet the trains and will bring you up to the Villages of Mt Dandenong. Please advise if you are coming by public transport as we can assist with other transfer arrangements for your check in. We also recommend Your Private Driver >
Public Transport: - Yarra Valley
A train from Flinders Street Station in Melbourne to Lilydale. From here there are buses to take you to Healesville. To really enjoy our region and for site seeing we recommend you hire/have a car. Yarra Valley Winery Tours can take you through our different regions on a day tour, or you might like to contact Your Private Driver for daily driver service, but these need to be booked well in advance.