Frequently Asked Questions

  • You can leave us a message here on our website or call us if you want a query answered quickly.
    Before booking, we do recommend you have a read of the house rules, etiquette and location-specific FAQs, so as to ensure its suitability for your stay.
    To tailor your stay with us further, tell us in detail what your requirements are, in your message.
    We will respond with which additional services best suit your needs.

  • Once your booking is confirmed, we will send you an email filled with detailed instructions on how to gain access to your holiday home - including the exact address.
    We will provide photos and/or videos to guide you. If you are still unsure, contact us by replying the email.

  • If you need to amend dates or details of your booking, please email us.

  • Cancellation & Refund Policy

    We understand that travel plans can change. However, as a small independent operator, cancellations significantly impact our ability to remain viable and provide high-quality service. By booking with us, you agree to the following terms:

    1. Standard Cancellation Windows

    For all bookings made outside of "Special Event Periods," the following refund tiers apply:

    • Full Refund (Less Admin Fee): Cancellations made at least 14 days prior to the scheduled check-in date.

    • Partial Refund (50%): Cancellations made between 7 and 14 days prior to check-in.

    • No Refund: Cancellations made within 7 days of check-in or in the event of a "no-show."

    2. Non-Refundable Administration Fee

    All cancellations—including those eligible for a "full refund"—are subject to a non-refundable administration fee of 10% of the total booking value. This fee covers non-recoverable merchant processing costs, administrative time, and the holding of the property during your reservation period.

    3. Special Event & Ultra-Peak Periods

    Due to extreme demand in Melbourne City, bookings during the following periods are 100% non-refundable at the time of booking:

    • Australian Open: [Dates for Jan/Feb]

    • Formula 1 Grand Prix: [Dates for March]

    • Melbourne Cup Carnival: [First week of Nov]

    • New Year’s Eve: [30 Dec – 2 Jan]

    • AFL Grand Final Weekend: [Dates for Sept]

    4. Illness & Travel Disruptions

    Our standard policy remains in effect for all personal circumstances, including illness, flight cancellations, or changes in work schedules. We strongly recommend that all guests purchase comprehensive travel insurance to protect against these unforeseen events.

    5. Government-Mandated Restrictions

    In the rare event that government-mandated travel restrictions (e.g., state-wide lockdowns) legally prevent you from staying or us from operating, we will offer a full credit note for the value of your booking, valid for 12 months, or a refund (less the 10% admin fee) at our discretion.

    6. How to Cancel

    To cancel your reservation, please provide written notice via email to hello@kinture.com.au and include your booking number. Alternatively, you can also reply the email we send you. Your cancellation is only considered confirmed once you receive a confirmation email from us.


  • We will have instructions and labels prepared inside the apartment to teach you how to use the home appliances.
    If you still need further assistance, call us and we will gladly guide you.
    We prefer that you ask before using (if you are unsure), to ensure your safety.

  • If it is an emergency (such as medical), the local emergency hotline is 000.

    If something inside the apartment has malfunctioned, please call us or email us.
    We will respond as quickly as possible.

  • If you are new to Australia and want to learn how to travel around town, feel free to email us. We are happy to explain how to use the public transportation or rental cars (if you prefer).
    We generally do not recommend hiring rental cars as parking within the city is limited and expensive.
    Melbourne city has a free Tram Zone that is available to both locals and tourists. Buses and Trains are not free.
    To travel around, you will need to purchase a Myki card and add money to it at train station machines. The option to use your credit/debit card as a travel card is not yet fully rolled out by the government.