Frequently Asked Questions

What kind of Guest identity verification do you seek?

Our comprehensive verification system checks details such as name, address, government ID and more to confirm the identity of guests who book with Accom.

Is my place right for holiday letting?

Accom guests are interested in all kinds of places. We have listings for tiny homes, cabins, beachfronts and more.

Who maintains the pool/spa at my property?

We require that pools or spas be serviced either by the owner, or by a professional pool /spa contractor. The Holidays Collection does not have in house expertise to look after pools and spas.

During our pre-check of a property before guests arrive, we will however check the cleanliness of a pool or spa and do what we can to present it well to incoming guests e.g. scooping leaves out of a pool.

What happens when guests cancel or change a booking? Life is uncertain, and guests sometimes have to cancel or change their reservations. You may still receive payment in a case by case scenario.

Do I need a Short Term Rental Association (STRA) number? Yes. It is a requirement under NSW law to register and obtain an STRA number.

How do I register my property on the STRA register? We can register the property on your behalf at cost. The current cost is $65 and the annual renewal cost thereafter is also currently $65.

The property already has an STRA number – can this be used? Yes, however the number will need to be transferred to Accom Holidays. We will assist you in this process.

Why is smoke alarm compliance important? Legislation requires smoke alarms to be interconnected and installed in certain locations throughout the house. Interconnection can either be via wireless technology, or hard wiring (cabling) in the ceiling.

During the stay, what happens if there is an emergency at the property or the guest needs assistance?

In their pre-arrival email, guests are provided with an after hours contact number.

The Property Manager will be able to answer the guest’s query over the phone, or if needed, attend the property if the problem can’t be solved over the phone.

Our maintenance team have their vehicle fitted out accordingly to make this process seamless.

As needed, the issue is escalated to our General Manager or Managing Director, who are both on stand by to receive calls if there is a major emergency or other serious issue.

We at Accom understand that hospitality is a 7 days per week / 365 day per year industry, and is staffed accordingly.