What amenities are included in UrbanPause properties?

All our properties come fully furnished with quality furniture, fully equipped kitchens, high-speed WiFi, smart TVs with streaming services, quality linens and towels, and essential household items. Many properties also include additional amenities such as coffee machines, washing machines/dryers, and outdoor spaces.

How does check-in work?

We provide contactless check-in through digital locks or lockboxes. Prior to arrival, you’ll receive detailed check-in instructions, property information, and a virtual tour. Our support team is available 24/7 to assist with any questions or issues.

What if I need to extend my stay?

For insurance claimants, stay extensions can be arranged through your insurance company or claims adjuster. For short-term rental guests, extensions can be requested through your booking platform or by contacting us directly, subject to availability.

Is parking available?

Parking availability varies by property. Details about parking options (on-site, street parking, or nearby facilities) are clearly listed in each property description. If parking is a priority, please mention this when booking.

Are pets allowed?

Select properties in our portfolio are pet-friendly. Please inform us about your pets when booking so we can match you with an appropriate property. Additional cleaning fees may apply for pet stays.

What if something breaks or doesn’t work during my stay?

Our 24/7 support team is available to address any issues that arise during your stay. For minor issues, we typically resolve them within 24 hours. For urgent matters (like plumbing emergencies or power outages), we have on-call maintenance professionals available.

How often is cleaning provided?

For stays under 21 days, cleaning is provided at checkout. For longer stays, we offer complimentary cleaning every 4 weeks. Additional cleaning services can be arranged for an extra fee.

How do you ensure property security?

Most properties feature smart locks with unique access codes for each stay. We use noise monitoring devices (privacy-compliant, measuring only decibel levels) to prevent unauthorised parties. Our booking screening process helps identify potential problem guests before they book. We also have CCTV cameras on all external entry points to Urban Pause properties.

What is your cancellation policy?

For insurance placements, we work directly with insurance companies on their terms. For short-term rental bookings, we typically offer refunds per our cancellation policy. We are generally Flexible and offer a full refund if cancelled 7 days before check-in.

How can I partner with UrbanPause?

Property owners, insurance companies, and service providers interested in partnering with UrbanPause can contact us through our website or email info@urbanpause.com.au. We’re always looking to expand our network with quality partners who share our commitment to excellence.