Frequently Asked Questions

Guests can cancel free of charge until 14 days before arrival. You will be charged 50% of the total price if you cancel in the 14 days before arrival. If you cancel within 48 hours or are a no-show, you will be charged the total price of the reservation.

We understand that travel plans can be affected by unforeseen circumstances, particularly in the case of extreme weather events. As such, our cancellation policy in this circumstance is designed to provide flexibility and peace of mind to our guests.

If you need to cancel your reservation due to an extreme weather event as declared by Parks Victoria or the Victorian State Government, you are eligible for a full refund of any deposit or payment made towards your accommodation booking.

Please note the following conditions and procedures regarding cancellations:

Notification

In the event of an extreme weather event declared by Parks Victoria or the Victorian State Government, please notify us as soon as possible of your intention to cancel your reservation. You can reach us by phone or email, and our team will assist you promptly.

Verification

We may request verification of the extreme weather event declaration from Parks Victoria or the relevant state government agency to process your refund.

Refund Process

Upon receiving your cancellation request and verifying the extreme weather event declaration, we will process your refund in full to the original method of payment used for the booking.

Alternative Arrangements

If you wish to reschedule your stay instead of cancelling, please inform us at the time of cancellation. We will do our best to accommodate your request, subject to availability and any applicable rate differences.

We understand the importance of flexibility during uncertain times and aim to provide exceptional service to our guests. If you have any questions or concerns regarding our cancellation policy or need assistance with your reservation, please don't hesitate to contact us. Our team is here to help ensure your stay with us is enjoyable and stress-free.

WIFI is available in each treehouse, you can access by logging on with the credintials provided in the guest book.

Stringy Bark and Smoke Bush have two bedrooms and a day bed that can be used as a single bed, sleeping up to five people. Grass Tree and Wild Cherry have one bedroom and a day bed that can be used as a single bed, sleeping up to three people.

If you have an extra guest staying overnight (on the day bed), additional doonas and pillows are available upon request. Please inquire at the reception. Note: Extra charges apply.

Due to the conditions of the Trust for Nature covenant and the proximity to the National Park, pets are not allowed at Aquila.

Our Smoke Bush treehouse is accessible friendly (with certified measurements).

Treehouses will not be serviced during your stay. If you are with us on a weekly stay, we will arrange a time with you for a mid-week service.

You may check-in to your treehouse from 3.00pm. Check-out time is at 11.00am — if your treehouse is vacated after the designated departure time without prior arrangement, a charge of $50 per hour may be applied.

Each Aquila treehouse has a fully equipped kitchen, including a gas top and oven.

Enjoy a barbecue on your treehouse veranda. Once you're done, remember to turn the gas off. You'll find grill cleaning gear conveniently stored under the BBQ.

There are no laundry services for guests on site. However, each treehouse is equipped with an extending clothesline for your convenience. Pegs can be obtained from the office. Additionally, a clothes horse is provided and can be found in the wardrobe.

The reception building is an octagonal Stonehouse at the end of the driveway.

Reception hours are from 9.00am to 5.00pm. 

If you have any needs or queries, please do not hesitate to visit us, or reach out to us via the chat function using the booking channel you made your reservation through. 

We have a strict no-smoking or vaping policy inside the treehouses. When smoking outside, please use the ashtray provided. Never throw cigarette butts into the bush. 

Smoking inside the treehouse will incur an additional day’s charge to allow for airing of the treehouse plus added laundering costs.

We will use the credit card we have on file for your booking to make a final payment for any additional expenses incurred during your stay. Alternatively, we have onsite EFTPOS available.

At Aquila, we prioritise your safety and well-being. It's important to note that bushfires can occur in Australia during the summer season. As such we encourage you to stay informed about the Fire Danger Rating and check weather conditions before embarking on activities such as a bush walk. If you have any doubts or concerns, our friendly reception staff are always available to provide guidance and advice.

During hot days when the Fire Danger Rating is high or extreme, we may recommend engaging in activities in Dunkeld or Hamilton as a precautionary measure for your safety. Your well-being is our utmost priority.

To ensure your safety, each treehouse is equipped with a sprinkler system that can run for up to half an hour. Additionally, every treehouse has a fire hose readily available. Furthermore, our property has a dedicated water supply of 100,000 to 200,000 litres specifically for fire hazard management.

We take a $100 refundable bond that's charged to the card used for your booking 24 hours prior to your check-in. If the charge fails, we'll contact you to update your payment method prior to your stay. This bond will be refunded in full after your stay, unless any additional expenses occur.