Guest info
Everything you need before you arrive
If anything is unclear, ask Zenai or message our guest team — we would rather answer than have you guess.
Arrival
Check-in and check-out
- 1
Check-in from 3:00 pm, check-out by 10:00 am. Early check-in and late check-out can be requested through Zenai or your booking message thread.
- 2
Self check-in: access details are sent the day before arrival once ID and any security deposit are complete.
- 3
Security deposit: a refundable pre-authorisation may be requested before check-in details are released. It is released after a satisfactory departure inspection.
- 4
Anything unclear on arrival? Ask Zenai, or message our Darwin team on WhatsApp.
House rules
How we ask guests to treat our homes
- No parties or events
- Respect neighbours and quiet hours
- No smoking indoors
- Pets only in pet-friendly homes
- Guest numbers as booked
- Minimum booking age 25
During your stay
During your stay, Zenai answers Wi-Fi, appliance and local questions instantly via your booking's message thread; urgent issues go straight to our on-ground team.
Zenai is an AI assistant. A real member of our Darwin team is always one message away.
Reach us
A person, seven days
- WhatsApp our Darwin team
- Phone 1300 936 738
- After hours: 1300 936 738 or +61 8 7979 9841.
- Office hours: Monday–Friday 9 am – 6 pm ACST; on-ground team 7 days
FAQ
Guest questions
Policy
Cancellation
Direct bookings — stays under 28 nights: free cancellation up to 14 days before arrival; 50% refund 7–14 days before arrival; non-refundable within 7 days. Stays of 28 nights or more: as per your rental agreement. Bookings made through Airbnb, Booking.com or another channel follow the policy shown at the time of booking.
Policy
Long stays
Rent is kept two weeks in advance, a utilities allowance applies based on moderate use, and a professional exit clean is required at the end of the stay.
Policy
Pets
Selected homes are pet friendly. A pet fee and a professional clean on departure apply. Please ask before booking.
Ask about pets on WhatsApp