1. Reservation Requirements
- Full payment for accommodation and pre-ordered extras is required at the time of reservation using a credit card.
For peace of mind we highly recommend guests purchase travel insurance to cover any unforeseen circumstances, including cancellations, delays, or medical emergencies.
2. Cancellation / Refund Policy
Cancellations:
For cancellations made after 5pm, 21 days prior to the arrival date, no refund will be issued. However, cancellations due to compassionate grounds (such as medical emergencies or family crises) will be considered on a case-by-case basis. Providing supporting documentation (e.g., a medical certificate) may assist in the assessment. In some circumstances, hotel management may offer a credit for a future stay at their discretion.
Refunds:
Guests are entitled to a refund of their booking deposit if the cancellation is made more than 21 days before the scheduled arrival date, unless the booking falls within the Holiday Period. Please refer to our Holiday Period policy for more details.
3. Booking Confirmation
- A booking confirmation email will be sent to the guest upon successful completion of the reservation process. If the confirmation email is not received within 24 hours, the guest should contact the hotel directly to ensure the booking is confirmed.
- It is the guest’s responsibility to carefully review the details in the booking confirmation email, including the dates of stay, room type, and any pre-ordered extras. Any discrepancies or misunderstandings must be reported to the hotel immediately to ensure corrections are made in a timely manner.
4. Authorisation and Charges
- By providing card details, the guest confirms that they are the authorised holder of the card or have permission from the cardholder to use it for the booking.
- Guests authorise the hotel to charge the full amount of their booking, including any pre-ordered extras, to the card provided at the time of booking. This authorisation also covers any additional charges incurred during the stay, such as incidentals or room service, unless alternative payment is arranged at check-out.
- A card surcharge of at least 1.7% applies to all card payments, and this surcharge will be added to the total amount charged at the time of payment.
5. Modifications and Special Requests
- Any requests to modify a booking, including changes to dates, room types, or the number of guests, must be communicated to the hotel as soon as possible. Modifications are subject to availability and management approval and may incur additional charges.
- Special requests, such as dietary requirements, room preferences, or accessibility needs, should be made at the time of booking. The hotel will make every effort to accommodate these requests, but they cannot be guaranteed and are subject to availability.
6. Right to Refuse Service
- The hotel reserves the right to refuse service to any guest who does not comply with hotel policies, engages in inappropriate or illegal behaviour, or poses a risk to the safety and comfort of other guests and staff.
- Refusal of service will be conducted in accordance with Australian law, and the hotel reserves the right to take necessary actions to ensure the safety and well-being of all individuals on the premises.
7. Child and Extra Guest Policy
- A small fold-out bed can be added for children 12 and under for an additional AUD 75 per night. This option is available only in our King Courtyard room and is subject to availability.
- A cot is also available upon request (additional charges apply). Both the fold-out bed and cot must be requested at the time of booking to ensure availability.
- Extra guests are not permitted unless approved by hotel management in advance. If extra guests are found without prior approval, a charge of AUD 200 will be imposed.
8. Voucher Policy
- Voucher bookings cannot be made through our website or online booking portal. Email is the preferred method for redeeming vouchers. To redeem a voucher, please email us with the voucher reference number and provide the relevant booking details, including:
- Preferred dates and room type
- Guest names
- Mobile number
- Any special requests
- A valid credit card is required at the time of booking, even when redeeming a voucher. This card will be held on file for security purposes and to cover any extra charges incurred during the stay.
*Please note: Standard cancellation policies apply to voucher bookings. If the booking is cancelled within the cancellation period or in case of a no-show, the voucher will be considered redeemed and voided
9. Holiday Period
- Cancellations for stays between December 23 and January 5 (inclusive), or for any portion of a booking that falls within these dates, will not be eligible for a refund. This non-refundable policy is in place due to the high demand during this period. We strongly recommend that guests purchase travel insurance to cover any unforeseen changes to their plans.
10. No-Shows and Same-Day Cancellations
- No refund will be provided if a guest fails to arrive for their booking or cancels on the scheduled day of arrival. In such cases, the full balance of the booking will be charged to the credit card provided at the time of reservation.
11. Cancellation Confirmation
- A cancellation confirmation email must be received by the guest to validate the cancellation. If a cancellation confirmation email is not received, the booking will remain active, and any associated charges will still apply.
12. Notification of Cancellation
- Cancellations must be communicated to the hotel via email or phone. It is the guest’s responsibility to ensure that the hotel has received and acknowledged the cancellation request. Without confirmation from the hotel, the booking will remain in effect.
13. Date Change Policy
- Changes to reservation dates are subject to availability and may incur an administration fee of AUD 50 per change.
- Date changes requested within 21 days of the scheduled arrival date are treated as cancellations and will be subject to the full cancellation fee.
- Any changes to the reservation dates may result in higher or lower room rates based on the new dates. Guests will be informed of any rate adjustments at the time of the change request.
- Guests who check out prior to their confirmed departure date will not be refunded for any unused nights.
14. Change Fees
- Any modifications to a booking, such as date changes, may incur an additional fee. If a change is requested less than 21 days before the scheduled arrival date, it will be treated as a cancellation and subject to the same terms, including the potential loss of any prepaid amounts. The exact fee for approved changes will be communicated to the guest at the time of the request.
15. Third-Party Booking Terms and Conditions
- Bookings made through third-party platforms are subject to the terms and conditions of the respective platform. In the event of a discrepancy between the platform’s policies and our venue’s policies, the platform’s terms will take precedence for matters related to cancellations, modifications, and payments.
- All requests for changes or cancellations must be made directly through the third-party platform. Refunds will be processed according to the platform’s policies.
- Our hotel’s own policies, including those relating to damage, incidentals, and onsite services, will apply during the guest's stay.
16. Damage and Incidentals
- In the case of damage to the room, its contents, or theft of hotel property, the guest is liable for the repair, replacement, or recovery costs. A credit card will be required for incidentals, and any excessive cleaning, repairs to damaged items, or replacement of stolen property will result in an additional charge.
- The hotel reserves the right to charge the guest's credit card on file for any such costs, and an itemised invoice will be provided.
17. Pet Policy
- Pets are welcome in our designated pet-friendly suite, with prior arrangement, and there is no additional charge for pets staying in this suite.
- Pets are not permitted in any other rooms.
- A cleaning fee of AUD 150 will only be applied if the pet-friendly suite requires excessive cleaning or has been damaged due to pet-related incidents. If pets are found in non-designated rooms, the same cleaning fee will apply.
18. Travel Insurance
- We strongly recommend that all guests purchase travel insurance to cover any unforeseen circumstances, including cancellations, delays, or medical emergencies. This ensures your trip remains worry-free in the event of unexpected changes and provides financial protection in situations where our cancellation policies do not allow for refunds or credits.
19. Check-In and Check-Out Times
- Check-in is available from 2:00 pm, and check-out is required by 11:00 am. Early check-in or late check-out may be requested but is subject to availability and may incur additional charges.
20. Non-Smoking Policy
- Our hotel is non-smoking. A cleaning fee of AUD 500 will be charged to any guest who smokes in a non-smoking room.
21. COVID-19 Policy
- As of January 1, 2023, no credits will be offered for guests who test positive for COVID-19 prior to arrival. The hotel will attempt to sell the cancelled night's accommodation, and if successful, the amount may be offered as credit for a future stay.
Bed types are request only and may not be honoured at the hotel if availability does not permit.
