FAQ

Answers to your frequently asked questions

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Booking & Payments

Read Before Booking

Is there anything I need to read before I make a booking?

Yes. Please read the Terms & Conditions and Privacy Policy before requesting a booking.

Request a Booking

How do I request a booking for Fathoms 10?

Important: This is not an instant booking.

Step 1: Submit Your Request

Step 2: Receive Confirmation

Step 3: Get Your Quote

Once I receive your response to the questions, I will review your request and send you a personalised quote with:

Step 4: Confirm & Pay
To accept the quote and finalise your booking you will need to:

Step 5: You're All Set!

Is there a minimum age to request a booking?

Yes, you must be at least 25 years old.

What information should I include when I request a booking?

Include your:

How quickly will I receive a response?

I usually respond within a couple of hours.

What happens after I submit my booking request?

After you submit a booking request:

Will I be asked any questions?

Yes, after you submit a booking request you will be asked the following questions: 

Will my dates be held?

Dates are not guaranteed until you accept the quote and finalise payment.

Do I pay when I submit a booking?

No, this is not an instant booking. You will be asked to submit payment when you accept the quote, not when you initially request to book. No charges are made until you accept the quote and confirm your booking.

Can I modify my booking request?

Contact me directly if you need to modify your request. It's best to do this before accepting a quote and finalising payment. Once a booking is confirmed, changes are more difficult and may involve extra charges.

How long do I have to accept a quote?

You will have 48 hours to accept the quote and finalise the booking process.

Can I ask questions before accepting a quote?

Of course! Feel free to ask questions about the property, amenities, house rules, or anything else before accepting the quote. Clear communication helps ensure a great stay.

Can my booking request be declined?

Yes, booking requests may be declined if the dates don't work, if there are concerns about the reservation, or for other legitimate reasons. If declined, you won't be charged and we may be able to suggest alternative properties.

What if my requested dates aren't available?

If your requested dates are unavailable, we may suggest alternative dates or alternative properties. If the calendar is not yet open for the dates you wish to book or your dates exceed the 8 night booking limit please contact us directly.

How do I book a stay longer than 8 nights?

Please contact us directly to arrange a stay of longer than 8 nights.

How do I know if my booking is confirmed?

After completing the booking process, you'll receive an immediate confirmation on screen, and a confirmation email will be sent to the email address you provided.

Can I change my reservation dates?

Please contact us to discuss changing your reservation. Changes are not guaranteed and additional charges may apply based on availability and current rates.

Can I extend my booking after it's confirmed?

Yes, contact us to discuss extending your stay. Additional charges will apply based on availability and current rates

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How & When To Pay

What payment methods are accepted?

Payment is via credit card but may include bank transfer by request. Please contact us directly if you wish to pay by bank transfer.

Do I pay when I submit a request or when I accept the quote?

You submit payment in full when you accept the quote, not when you initially request to book. No charges are made until you accept the quote and confirm your booking.

When will I be charged for my booking?

You submit payment in full when you accept the quote, not when you initially request to book. No charges are made until you accept the quote and confirm your booking.

Is my payment information secure?

Yes. All payment information is protected by 256-bit encryption and processed using Stripe through secure, PCI-compliant payment processors. Your credit card details are never stored in plain text.

Can you see my credit card details?

For security, I can only see the last four digits of your card.

How are my payment details stored?

After your credit card details are submitted, OwnerRez handles everything securely. Credit card and bank account information is stored on private, secure databases. Data is encrypted in transit and at rest. Information is conveyed over secure channels to the financial institutions that process transactions. OwnerRez undergoes regular PCI Compliance audits to ensure secure systems and processes.

What happens after I’ve made my payment?

After you’ve finalised your payment, OwnerRez stores a tokenized reference to the card (not the full card number). The card type/icon and last four digits of the card number are visible to us in the your Booking Transaction details. The stored token allows us to charge against the security deposit hold after checkout if needed, without requiring the guest to re-enter their payment details

Will I receive a receipt?

Yes. After completing your booking, you'll receive a confirmation email that includes your booking details and payment receipt.

Is a security deposit hold required?

Yes. A $500 security deposit is a hold placed on your credit card to protect against accidental damage. It's not charged unless there is damage to the property. The hold is released 7 days after your stay, once the property has been inspected.

Can I use a debit card for my security deposit hold?

While debit cards may be accepted, we recommend using a credit card. Debit cards can cause delays with security deposit holds, as the funds are actually removed from your account temporarily rather than just being authorised.

What if my payment is declined?

If your payment is declined, you'll receive an error message. Check that:

If problems continue, try a different card or contact your bank.

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Renter Agreement

Will I need to sign a renter agreement?

Yes, after accepting the quote, you'll be able to access the Confirm & Pay page and you will asked to electronically sign a renter agreement and schedule a $500 security deposit hold on your credit card.

How do I sign the renter agreement?

Once you’ve read the renter agreement, simply enter your name in the signature field. This acts as your electronic signature and is legally binding.

Can I request to view a copy of the renter agreement?

You will be able to access your personalised renter agreement when you receive your quote. Please let us know if you would like to see a draft copy of the renter agreement before you request to book.

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Security Deposit Hold

What is a security deposit hold and how does it work?

A security deposit hold is a hold placed on your credit card to protect against accidental damage. It's not charged unless there is damage to the property. The hold is automatically released 7 days after your stay, once the property has been inspected.

Can I use a debit card instead of a credit card for my security deposit hold?

We recommend using a credit card. Debit cards can cause delays with security deposit holds, as the funds are actually removed from your account temporarily rather than just being authorised.

How do you process the security deposit hold?

The hold is processed securely through Stripe. Your bank temporarily sets aside $500 two days before arrival. This is not a charge unless an issue is identified after checkout. All payment information is protected by 256-bit encryption and processed through secure, PCI-compliant payment processors. Your credit card details are never stored in plain text.

When is the security deposit hold scheduled for?

Once authorised, your bank will temporarily set aside $500 two days before your arrival.

When will the security deposit hold be released?

The hold is automatically released 7 days after checkout, provided there are no damages, excess cleaning required, or house rule violations.

Does the security deposit hold affect my credit limit?

Yes. While the hold is active, it will count against your available credit, even though no money is taken.

What happens if there is a problem with my security deposit hold?

The security deposit hold must be active for the Guest to receive the lockbox code at check-in. You will need to contact your bank to rectify the problem.

Can you see my credit card details?

For security, I can only see the last four digits of your card.

Will I see anything in my bank statement?

The hold may not appear on printed statements, but you may see it in online banking as Stripe authorises, re-authorises, or releases it.

Why did I see a notification that the hold was re-authorised?

Stripe can hold funds for up to 7 days at a time, so your bank may re-authorise the hold during your stay and again shortly after checkout.

Will I see a refund?

Because nothing is charged, you won’t see a refund and once released, the pending amount simply disappears.

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Completing Your Booking

How do I complete the booking process?

After we accept your booking request you will be sent an email with a quote and a link to securely Confirm & Pay for your booking.

You’ll need to:

What is the Confirm & Pay page?

The Confirm & Pay page is the final step in completing your booking. It's a secure online form where you review pricing and the cancellation policy, provide your personal contact information, sign the renter agreement, authorise your security deposit hold and submit payment to finalise your reservation.

How does each section work?

The form is organised into expandable sections. Click the + sign next to each section to expand it, complete your information, and save. Once saved, the next section automatically opens for your convenience.

What information will I need to provide?

Can I review the cancellation policy?

Yes, the Cancellation Policy is listed on the Confirm & Pay page..

Should I purchase travel insurance?

Yes. Fathoms 10 strongly recommends that all guests purchase comprehensive travel insurance, including Cancel For Any Reason (CFAR) coverage.

Travel insurance may protect you against trip cancellation, trip interruption, medical emergencies, and other unforeseen circumstances. If you are uncertain about whether the dates will work, please wait until later to book.

Note: CFAR coverage typically must be purchased within 14-21 days of booking confirmation to be available.

Do I need to upload my ID?

Yes, you will be asked to upload a photo of your government-issued ID that matches your credit card details as part of the booking process.

How long do you keep my details?

All data - including guest details, booking history, communications, ID uploads and financial records are maintained for as long as the Fathoms 10 OwnerRez account is active.

Are my personal details secure?

Yes. All data - including guest details, booking history, communications, and financial records is stored on virtually isolated servers.

Credit card data is encrypted at rest and in transit, stored in a token vault database using strong encryption, and conveyed over secure channels

Fathoms 10 is not responsible for storing credit card details - OwnerRez handles it all securely. OwnerRez is fully PCI compliant and PCI certified.

Can I save my progress and come back later?

The Confirm & Pay page maintains your session for a limited time, but it's best to complete the entire process in one session to ensure your dates remain available and your quote doesn't expire.

Can I edit information after submitting?

Once you click ‘Confirm & Finalise Now’ and complete payment, your booking is confirmed. For any changes after that point, you'll need to contact us directly.

What if I have questions while completing the form?

If you have questions, contact us before finalising your booking, using the contact information provided in your quote email.

What happens after I click ‘Confirm & Finalise Now’?

Once you submit your payment:

When will I receive my booking confirmation?

You'll receive an immediate confirmation on screen after completing your booking, and a confirmation email will be sent to the email address you provided.

Can I extend my booking after it's confirmed?

Yes, contact us to discuss extending your stay. Additional charges will apply based on availability and current rates.

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Cancellation Policy

Cancellation & Refunds

What is the Fathoms 10 cancellation policy?

No refund will be issued for any reason. There is a grace period with free cancellation for 48 hours after booking if arrival is at least 72 hours away at time of booking.

Should I purchase travel insurance?

Yes. Fathoms 10 strongly recommends that all guests purchase comprehensive travel insurance, including Cancel For Any Reason (CFAR) coverage.

Travel insurance may protect you against trip cancellation, trip interruption, medical emergencies, and other unforeseen circumstances. If you are uncertain about whether the dates will work, please wait until later to book.

Note: CFAR coverage typically must be purchased within 14-21 days of booking confirmation to be available.

Can I review the cancellation policy before paying?

Absolutely! The cancellation policy is listed on the Confirm & Pay page.

How do I cancel my reservation?

Please contact us if you wish to cancel your booking. There is a grace period with free cancellation for 48 hours after booking if arrival is at least 72 hours away at time of booking. No refund will be issued for any reason after the 48 hour grace period..

Do you offer refunds?

No. There is a grace period with free cancellation for 48 hours after booking if arrival is at least 72 hours away at time of booking. After then no refund will be issued for any reason.

Can I get a refund if I cancel my booking?

No. There is a grace period with free cancellation for 48 hours after booking if arrival is at least 72 hours away at time of booking. After then no refund will be issued for any reason.

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Booking Requirements

Is there anything I need to read before I make a booking?

Yes. Please read the Terms & Conditions and Privacy Policy before requesting a booking.

Will I need to provide any information before booking?

Yes, after you submit a booking request you will be asked the following questions: 

What do I need to do to finalise my booking?

To accept the quote and finalise your booking you will need to:

Do I need to upload my ID?

Yes, you will be asked to upload a photo of your government-issued photo ID as part of the booking process.

Will my dates be held?

No, dates are not guaranteed until you accept the quote and finalise payment.

How long do I have to accept a quote?

You will have 48 hours to accept the quote and finalise the booking process.

Will I need to sign a rental agreement?

Yes, after accepting the quote, you'll be able to access the Confirm & Pay page and you will asked to electronically sign a renter agreement and schedule a $500 security deposit hold on your credit card.

What happens if I don’t want to authorise a security deposit hold?

The security deposit hold must be active for the Guest to receive the lockbox code at check-in. Your booking cannot be finalised without an active security deposit hold.

What is the Fathoms 10 cancellation policy?

No refund will be issued for any reason. There is a grace period with free cancellation for 48 hours after booking if arrival is at least 72 hours away at time of booking.

Can I review the cancellation policy before paying?

Absolutely! You can see it on the  on the Confirm & Pay page during the booking process.

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Arrival & Departure

Check-in & Check-out

What time is check-in and check-out?

Can I check in early or check-out late?

If you think you’ll need more time, please include an extra night in your booking so you can enjoy an early arrival and/or relaxed departure.

Arrival Details (check-in from 2pm)

Is there self check-in?

Yes, Fathoms 10 offers self check-in using an access code, so you can arrive anytime from 2pm. Detailed instructions will be provided after booking confirmation.

How do I access the property when I arrive?

Detailed instructions will be provided after booking confirmation.

Will someone meet me at the property?

No, access is via self check-in. Detailed instructions will be provided after booking confirmation.

When and how will you send the access code?

You will be sent the access code via SMS at 1pm on the day of check-in and the code will be active from 2pm. Detailed instructions will be provided after booking confirmation.

Departure Details (check-out by 10am)

What do I need to do before I check-out?

Before you leave you will need to:

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Property Rules

Maximum Guest Capacity

What is the maximum guest capacity?

The maximum 4 guest capacity is 4 (including children & infants). You will be asked to provide the first & last names of all guests (adults, children & infants) included in the booking. Only guests listed in the renter agreement are permitted to stay overnight. 

Pets

Can I bring my pet?

Fathoms 10 is strictly pet-free. Guests are not permitted to bring pets of any kind. 

Quiet Hours

Does the property have a Quiet Hours policy?

Guests are asked to keep noise to a minimum between 10pm - 8am.

Parties & Events

What is your party policy?

Parties, events and gatherings are prohibited, regardless of size.

Breakages & Mistakes

What should I do if I break something?

Sometimes accidents happen. If you break or damage something, please let me know immediately so guests arriving after you aren’t inconvenienced by broken or missing amenities. 

Smoking & Vaping

Can I smoke and/or vape?

Fathoms 10 is a strictly smoke-free home, including the balcony area. No smoking of any substance, including vaping or e-cigarettes, is allowed.

BBQ

Do I need to clean the BBQ?

Yes. Clean the hotplate and grill plates after using the BBQ to avoid additional cleaning fees.

Lithium Battery Charging

Can I charge my lithium battery?

The charging of lithium batteries for E-bikes, scooters and any other lithium powered devices at Fathoms 10 is not allowed. This includes inside the garage, in the apartment and anywhere else on the grounds.

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Amenities

View full amenities list 

Key Amenities

Kitchen: Nespresso coffee machine, dishwasher & microwave
Living area: air conditioning, ceiling fan
Tech: Wi-Fi, smart TV, DVD player + DVDs
Bedrooms: ceiling fan, small column heater, curtains + blind
Linen: bedroom & bathroom linen supplied
Laundry: internal washer & dryer
Parking: lock-up garage, EV charger

Wi-Fi

Do you provide Wi-fF?

Yes. Complimentary Wi-Fi is provided. The Wi-Fi password is provided after booking confirmation.  

Air Conditioning & Heating

Does the property have air conditioning and heating?

The lounge and dining area is fitted with one ceiling fan and a split-type ductless air conditioning system that provides both heating and cooling, keeping the main living space comfortable year-round.

Each bedroom is equipped with its own ceiling fan, a small column heater plus curtains and blind so you can adjust the temperature to suit your comfort, whatever the season. Please note that the air conditioning in the living area does not extend into the bedrooms.

Fully Equipped Kitchen

What appliances and cookware are included in the kitchen?

The kitchen is equipped with a stainless steel electric oven, dishwasher, fridge and microwave as well as a coffee grinder, rice cooker, stick mixer and sandwich press. You will find all the cookware, crockery and utensils you need to prepare home cooked meals.

Are basic pantry items provided?

Yes, we provide:

Do you provide coffee & tea?

Yes, we provide a starting amount of Nespresso coffee pods & tea bags.

What type of coffee setup is available?

We provide a Nespresso Essenza Mini and a starting amount of pods.

Are refills provided for longer stays?

No, for longer stays you will need to purchase your own pods.

Bed Linen & Bath Towels

Are towels and bed linen provided?

Yes, all bed linen, bath towels and tea towels are provided. BYO beach towels.

Are beach towels provided?

No, only bath towels are provided. You will need to bring your own beach towels.

Smart TV & DVD Player

Which streaming services can I access on the TV?

Apps for all the main streaming services are installed on the TV. You will need your own paid subscription account.

Do I need to use my own subscription account to log in?

Yes. The Apple TV home screen has most of the popular paid subscription apps already loaded. You don't need to sign in to the Australian free-to-air apps to watch those channels but you will need to sign in to your own paid subscription accounts.

Do you have a DVD library?

Yes, we have a collection of 350+ DVDs and an online DVD catalogue to browse by genre and rating.

Washer & Dryer

Are the washer and dryer free to use?

Yes. The washing machine and separate dryer are located in the internal laundry. You will find a supply of laundry powder and pegs in the cupboard under the sink. 

Is laundry detergent provided?

Yes, you will find laundry powder and pegs in the cupboard under the sink in the laundry.

Iron & Ironing Board

Is an iron and ironing board available in the apartment?

Yes, the ironing board, iron and water spray bottle are in the wardrobe of Bedroom Two. 

Hair Dryer & Toiletries

Is a hair dryer provided, and is it a standard or travel size?

You will find a basic standard size hair dryer in the top drawer of the bathroom cabinet.

Do you provide hand soap, shampoo, conditioner & body wash?

Yes, we provide liquid hand soap, shampoo, conditioner & body wash.

Free parking

Is parking on-site or on the street?

There is parking for one car in the lock up garage with remote controlled door. If you have more than one car please use the designated visitor spaces.

There is no parking at Fathoms for boats or trailers of any kind.

EV Charger

Can I charge my EV?

Yes, charging is complimentary for all registered guests. The Tesla Charger - 32A 7.4kW is a high capacity charger with a Type 2 plug and suits most model EVs. The charger is located in the Fathoms 10 lock-up garage. Please let us know before arrival if you would like to use it and we will ensure it is activated.

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Local Area Guide

Do you provide a guest guide to the local area?

Yes. The day after your booking is confirmed, you’ll receive an SMS with a link to your personalised digital guide.

It has everything you need, all in one easy place - right on your phone or tablet.

Plus plenty more to help you feel right at home in Mollymook.

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Why Book Direct?

What does 'Book Direct' mean?

To ‘Book Direct’ means to make your accommodation reservation directly with the property owner, bypassing online travel agencies (OTAs). You communicate directly with and pay directly to the property owner.

How do I find out if I can book a property directly?

The easiest way to find out if you can book directly is to look for the name of the property in the online travel agency (OTA) listing. You’ll usually find the property name somewhere at the top of the listing. Use the property name and location to search for the property online. If the Host accepts direct bookings you will find a property website and you can then make a booking or contact the Host directly through their website.

Who manages the Fathoms 10 direct bookings?

Lucy is the Host and the property owner and manager of Fathoms 10. This means managing all the bookings, both directly from the website and from OTAs. There is no property manager or real estate agent that you communicate with, just Lucy.

Is booking direct cheaper?

Yes. You will always pay the lowest booking fee when you book Fathoms 10 directly through the website. When you book Fathoms 10 through an OTA between 17% - 20% of your payment goes to the OTA as a commission.

Do I need to read the Online Travel Agent (OTA) reviews as well as the ones on the website?

No. All the Fathoms 10 OTA reviews are also listed on the Reviews page.

Are guests treated differently depending on how they make their booking?

No, Guests receive the same high standard of service, regardless of booking platform or price paid.

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Terms & Conditions

Are there booking Terms & Conditions?

Yes. Please read the Fathoms 10 Terms & Conditions and Privacy Policy before requesting a booking.

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Privacy Policy

How does Fathoms 10 use my contact details?

Please read the Fathoms 10 Privacy Policy which explains how your contact details are used and stored.

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Unanswered Questions?

What do I do if I still have questions?

Please CONTACT US. We are always happy to answer questions and address any concerns.

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Contact Us

How do I contact you?

The best way to get in contact is to use the CONTACT US form. 

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