Our Most Frequently Asked Questions

Should you question not be covered here, do not hesitate to contact us on [02] 64561991

When you find the holiday home of your choice, you can either reserve the property online or speak with a member of our Reservations Team at 1300 916 454. When making your reservation, we require a 10% deposit. The remaining balance or the final payment is processed 21 days prior to check-in.

Final payment is processed 21 days prior to check-in.

Yes, the total tariff you see on your booking confirmation includes the cleaning and processing fee for direct bookings on our website or through our office. Online Travel Agents such as Airbnb & Booking.com or Tripadvisor will add their percentage ‘Service Fee‘ to your final amount. The amount can be over 25% is some cases! This is why BOOK DIRECT is cheaper!

Yes, unlike some holiday rental companies, we rent the specific property you see in full detail on our website. We believe that this is the best way to ensure you will be happy with your Jindabyne accommodation.

Yes. After your initial deposit, you can make payments up until 21 days before check-in, when the balance on your reservation is due. To make payments, you log in to your account through our Home Page [LINK]. Add your reservation surname and reservation number to access your holiday account.

Check-in time is after 3PM. Since we want to ensure everything is in good working order to make your stay enjoyable, please note that you will have access to your property at that time.Our office is open until 6PM in winter. Please make sure you plan to arrive before this time.

Again, to ensure that everything is pleasant and enjoyable for those arriving after your departure, we ask that you depart the property and return the keys to our office before 10AM on the date of your check out. Daily charges will apply for guests remaining after this time.

If you have completed our online check-in document there is nothing else to do! Should you not be able to access the online check-in you will need a photo ID and a valid credit card for the property security.

NOTE – Only the person who made the reservation can collect the keys to the property. We do not accept 3rd party reservations i.e reservations made by somebody not travelling or staying with the group [travel agents, friends who have an Airbnb account etc]

Inline with the current COVID-19 situation [as of May 2020] we have altered our policies to better assist our guests if the situation changes.

Cancellation – If a reservation is cancelled more than 14 days prior to arrival – A full refund.

If a reservation is cancelled within 14 days of your arrival – Refund less $300 administration fee as we organise housekeeping etc.

Or you can change your booking to the same property in 2021 for no charge at the 2020 tariff!

AirBnB Reservations – We use the AirBnB “Strict” policy. Please refer to link for terms and conditions. Be aware, you may not be covered by their Extenuating Circumstances Policy for COVID-19

SPECIAL NOTE: Should Government Travel restrictions on holiday travel be in place prior to your arrival, we will cancel your reservation. This is due to there being fines for both you and us if you travel for holiday purposes against the restrictions on the Health Act.

If available, we suggest you have Travel Insurance for your holiday. Click on the link for a quote.

All confirmation and arrival instructions will be sent via email. To make certain you receive these emails, please adjust your spam filter to add the domain snowescapeholidays.com.au to your list of accepted email addresses.

You will receive a reservation confirmation email within hours of making your reservation. Expect a second email with a list of attractions and activities for the area.

Closer to your arrival date you will receive our online check-in document with instructions on filling it in. Please return this to make check-in much faster.

With COVID-19 once our online check-in document is completed you will be able to travel directly to your accommodation. We will send you the property address and key or code detail after the check-in document are received by our office.

The day before your arrival we will call to make sure you are all set to enjoy your holiday and answer any last-minute questions. Please make sure your contact phone number is current and available.

If you have not received these emails and you have adjusted your spam filters, please contact our Guest Services Team at 1300 916 454.

Yes. If you leave something behind on your visit and we find it, we can arrange to have it shipped back to you.
For more details, contact our Guest Services Team at 1300 916 454.

We just ask that you lock all windows and doors turn lights & heaters off and return your key to our office. The property must be left clean and tidy as per our Holiday Rental Agreement. There are tips for your departure in the house manual in your property and in your welcome pack you receive on arrival.

Due to Council and Fire Regulations – Total Guests cannot exceed the number quoted in each property description. Exceeding this number will result in forfeiture of all monies and eviction from the property. This number includes infants and children.
For example – 2 Adults and 2 infants sleeping in beds with their parents are considered 4 guest in TOTAL. You cannot book a property that sleeps 2!

Although we are pet lovers, we cannot allow pets in our holiday properties unless the property is an approved pet-friendly property.

All of our holiday homes, town houses and apartments have heating. Some are air conditioned for summer. Please refer to the property description page for more information. We request you turn off lights as you leave for your days activities and during winter turn heaters down to low. This will enable owners to keep costs to a minimum and our tariffs will not have to increase with extra power bills!

Yes, every holiday home, town house and apartment has an equipped kitchen. Please refer to each individual property page for a specific list of kitchen and home amenities. We supply coffee/tea & hot chocolate, sugar and milk plus pepper/salt.

NOTE:  Due to potential allergies to certain foods, we do not provide cooking oils, sauces or spices in our holiday properties.
Jindabyne has a large Woolworths to purchase these items.

Yes, there are luxury linens and towels provided in each home. All bedding is provided and 3 x bath ‘sheets’ are supplied to double – queen and king beds. You will also receive our designer shampoo, conditioner, bath wash. We suggest you bring hand sanitizer and wipes with you.

All our linen & towels are supplied by Spotless Linen. Linen is laundered to International Standards for microbiological control.

No, our homes are cleaned before your arrival and after your departure. You can request a mid-stay clean or just a linen change at an additional charge. Just contact housekeeping on 64561991 for a quote.

With the current COVID-19 situation we are updating our housekeeping protocols. Please see LINK for more details.

Unlike most agencies, we do not supply “Starter Packs” of toilet paper, dishwashing tablets, laundry detergent etc. You will have enough of these things to last your entire stay. If you should run out just call our housekeeping staff (1300 916 454) and they will deliver more.

There is a mop, broom, dustpan, vacuum, iron and ironing board in the property. Our homes also include a washing machine, dryer, dishwasher (most properties).

We use Koh products for all our cleaning. A spray bottle is supplied in each kitchen for guests to use as a surface cleaner for benchtops. Koh is an Australian invention and is environmentally friendly with No Toxic Chemicals!! Koh is approved by the Asthma Council of Australia.

With the current situation with COVID-19, we have expanded our cleaning protocols. See here for more details LINK

Yes, all of our properties are non-smoking. Smoking is not permitted on balconies or within 3 metres of the front door.

If you and your group will be arriving with more than two vehicles, or any oversized vehicles, please call our Guest Services Team in advance of your arrival to inquire about the parking availability for the home you have rented. Also, please inform any guests who might be visiting for the day or evening that parking is very limited. Typically, there is no parking available at our properties for mini buses or trailers.

Please contact our Reservations or Guest Services teams if you need to make specific parking arrangements.

Snow Escape Holidays was established in 2009. We are also a full-service real estate agency under the Ray White corporate name.
We are members of local, state and national holiday rental managers’ associations; tourism groups and chamber of commerce.

Yes, we are licensed by NSW Department of Fair Trading as a real estate agency [Corportae Lic Number 1678681].
All monies collected are deposited into our Government protected Trust Fund.

Our office hours are from 8:30am to 6pm during winter. Summer hours are Mon – Fri 9am to 5pm. 
You will be given access to our Emergency Phone Number for your stay, in the event of any urgent problems outside of office hours.

In Jindabyne, our properties are a 30 minute drive to the ski resorts. Jindabyne properties are located within a 5 minute drive to the main Jindabyne shops and restaurants. Crackenback properties are within the Crackenback Resort and next to SkiTube for winter acess to Perisher. 
Each vacation home’s property page includes a map indicating its specific location.

Contact our Guest Services Team at 1300 916 454 to discuss the options available in your holiday home destination. There are a number of shuttle service and transfer companies which can be arranged between Canberra Airport and while you are here, to the resorts.
We do however recommend having a car for your stay.