Terms & Policies
Guest code of conduct
Like you, we love to be treated fairly and with respect. Whilst the majority of our guests do this, some sadly ruin things for others. As a workplace, we must meet requirements regarding safety, harassment and bullying behaviour. As a residential accommodation provider, you are staying in a residential building and it’s important you treat the building and your apartment appropriately.
Guests and Visitors must:
· Comply with all House Rules and By-Laws;
· Respect the residential amenity and security of the property and neighbours;
· Refrain from anti-social behaviour;
· Guests must control and be responsible for Visitors and ensure that Visitors comply with the House Rules;
· Comply with any instructions from the Manager and security services during their stay; and
· Notify the Manager of any disputes or complaints as soon as is practicable.
Interaction with staff and contractors
Staff and contractors must be treated with respect, this is a legal requirement and guests threatening or abusing staff will have their booking cancelled immediately.
Alcohol and Drugs
· Guests suspected of being intoxicated or under the influence of drugs will not be checked in.
· There must be no alcohol consumed or open bottles in common areas
Noise and Residential Amenity
Guests must not create noise which is offensive to neighbours especially between 9pm-8am and during arrival and departure at any time throughout the occupancy. Offensive noise is prohibited and may result in:
· termination of permission to occupy the Property;
· loss of rental paid; and
· extra charges for security and other expenses which may be deducted from Security Deposits or Bonds.
Guests must abide by any noise abatement conditions, standards and orders issued by police or any regulatory authority to minimise impacts upon the residential amenity of neighbours and local community.
Balconies must not be used after 9pm.
Guests are responsible for ensuring the limits set on Visitor numbers is complied with at all times; and guests are responsible for ensuring that Visitors comply with these House Rules. Visitors must leave by 10pm. Maximum number of guests including visitors in a room must not exceed 6. Please remember all visitors must leave by 10pm.
Functions and parties
Our locations are residential so, please look after our apartments like your own home. We have a strict no party policy, building security will ask guests to leave and enforce building rules if needed. The Property is not a “party house” and any such activities are strictly prohibited; and no gathering, celebration or entertainment is permitted at the Property. Maximum number of guests including visitors in a room must not exceed 6
Access and Parking
Guests and Visitors must comply with parking regulations and show consideration to neighbours;
Guests must park in their designated car park
Smoking is not permitted indoors at all, guests smoking inside will be charged a $250 cleaning fee
Pets are not permitted indoors except when approved by management in a pet friendly apartment. Northbank is the only location allowing for pet stays.
Licence to Occupy
Guests are granted a limited permission to occupy the property for accommodation purposes (for specified dates) once the total fee has been paid. Your stay is not a residential tenancy agreement unless you are on a Long Stay Booking of 90 days or more. If you breach any of the Terms and Conditions this may cancel your licence to occupy and result in eviction without refund. Should you not vacate the premises you will be trespassing.
Use of Building Facilities & Services
· All fire equipment must not be interfered with
· No clothing or drying racks are to be placed on balconies
· Rubbish is only to be disposed through a terrible chute, this is never to be left outside the apartment door. Excessive rubbish must be taken to the ground floor rubbish area. Blocking of rubbish chutes will involve additional service fees
· Do not consume alcohol in common areas
· Children under the age of 16 are only permitted to use the Recreational Facilities whilst under direct adult supervision
· Glassware is not permitted within Recreational Facilities
· Alcohol and food is not permitted within Recreational Facilities
· Suitable clothing and footwear must be worn at all times
Breach of these House Rules is a breach of the Terms and Conditions of occupancy.
The Owner and Manager reserve the right to terminate permission to occupy and to evict from the Property, Guests or Visitors who refuse to follow these House Rules or who cause a nuisance.
You agree by entering our properties to recording of your image, and that of your guests in public areas of the building and surrounds, and acknowledge this information may be supplied on request to Victoria Police and other state and territory agencies as required under law.
The guest who registers at check-in/arrival will be held accountable for any damage to the apartment and contents during the stay dates. The registered guest will be liable for damages caused (including those by third parties visiting the apartment) which will result in forfeiting any deposits, pre-payment, cash security deposit and also may be subject to additional charges. We reserve the right to process any charges in addition to accommodation to the presented credit card supplied at check-in/arrival. Any additional charges may be referred to collection services and action will be taken for the recovery of such.
568 Collins Street Melbourne specific:
You agree to building management and security personnel entering your apartment in an emergency such as the external wind alarm activating. This is requirement by the buildings registered engineering schematics.
CREDIT CARDS, PHOTO ID, MINIMUM AGE AND COLLECTION OF INFORMATION
For the security of all guests it’s important we understand who is staying and collect important information. Our team use Apps made by Zoho to collect your name, address and phone number. We are required to also verify a valid photo ID i.e. a driver’s license or passport and to collect a small security deposit. We collect all of this information securely in our secure app 'canvas', we then upload this and the original information such as photos of your credit card and photo ID are deleted automatically from the device used. This process is very similar to that used by most hotels except rather than photocopying your items we store this electronically. In general, most information is only stored for 7 days after checkout.
The primary guest, 'the booker' must be a minimum of twenty-one (21) years old at time of stay. This guest must produce matching photo ID and a valid credit card in the same name. In the lead, up to your stay we will also capture a $250 (1-bedroom apartment) or $500 (2-bedroom apartment) security deposit on your valid credit card, as we don’t store this information you can expect a call from one of our team. This transaction is called a ‘Authorisation’ and is simply a hold on funds, it does not get transferred to us unless we ‘Capture’ it later. Like most accommodation providers, this security covers keys, damage etc, it’s very unlikely it won’t be released and we will always tell you if it’s not going to be released. Unfortunately, if you cannot provide this information we won’t be able to assist with your check in.
Please read these terms and conditions carefully.
All bookings made via Participating Websites or with Apartments of Melbourne directly are made subject to these terms and conditions and the person making the booking will be deemed to have accepted these Terms and Conditions on behalf of all persons who will be staying at the Participating Property under the booking once any payment is made in relation to the booking.
For Long Stay Bookings of 90 or more days you may be required to enter into a permanent rental agreement with the Participating Property in which case you will be bound by both the permanent rental agreement and these terms except to the extent of any inconsistency in which case the former will prevail to the extent of that inconsistency17.
If booking via your Travel Agent the terms and conditions provided by your Travel Agent will apply to your booking and you should ask your Travel Agent for a copy of these terms and conditions.
Any prices, fees, deposit amounts or charges which are specified or referred to in these terms and conditions are in AUD
In these Terms and Conditions:
“Child” has the meaning given in clause 21.
“Long Stay Booking means a booking for a14 night or more consecutive nights stay at a Participating Property.
“Booking Credit” means credit which may be applied to future accommodation or accommodation package bookings with Apartments of Melbourne subject to clause 12.
“Infant” has the meaning given in clause 21.
“Apartments of Melbourne” means The Restassured Group Pty Ltd trading as Apartments of Melbourne.
“Participating Properties” means any property associated with Apartments of Melbourne.
“Participating Website” means any of the following websites: www.apartmentsofmelbourne.com.au, empire.melbourne, stayatempire.com.au, airbnbaustralia.com or any website owned by or pertaining to a Participating Property.
“Standard Booking” means a booking at any Participating Property other than an Advance Purchase Booking, Long Stay Booking or Peak Season Booking.
“You” and “Your” mean the person who is making the booking.
When you check-in you may be asked to provide government issued photographic identification.
If you are unable to provide such identification your booking may be cancelled and you may be liable to pay Apartments of Melbourne an amount equal to the full booking amount plus any other costs incurred by Apartments of Melbourne in connection with the booking. Accordingly, any pre-payment you have made in relation to the booking will be forfeited to Apartments of Melbourne under this term.
Licence to Occupy
Guests are granted limited permission to occupy the property for accommodation purposes (for specified dates) once the total fee has been paid. Your stay is not a residential tenancy agreement unless you are on a Long Stay Booking of 90 days or more. If you breach any of the Terms and Conditions this may cancel your licence to occupy and result in eviction without refund. Should you not vacate the premises you will be trespassing.
How to Book / Quotes and Reservations
Bookings can be made online via any of the Participating Website. Advance Purchase Bookings may only be made online via any of the Participating Websites.
Long Stay Bookings may only be made by emailing firstname.lastname@example.org or by calling +61 1300 88 99 30.
Bookings are subject to the availability and applicable pricing of the relevant Participating Property at the time of the booking and some conditions and/exclusions may apply including but not limited to minimum stay requirements.
Any quote given is an estimate only of price and the price will only be confirmed once a payment is made on the booking and you receive written advice from Apartments of Melbourne that the payment has been received and the booking has been confirmed.
Any confirmed price is subject to change if:
· a payment which is due on a booking is not received by Apartments of Melbourne by the date the payment is due; or
· there is a change in or imposition of a government charge, tax or levy which entitles or necessitates Apartments of Melbourne changing the price of your booking.
· any details relating to your booking are amended, for example your dates of stay, your room type or the number of persons staying under your booking, in which case clause 9 will apply.
· If the price of a booking is changed under clause 4.6 you may pay the new price for your booking or cancel your booking and receive a full refund.
If you reasonably believe a written confirmation or invoice which has been provided to you is incorrect, you can request that Apartments of Melbourne reissue that written confirmation or invoice and you may either pay the amount specified on the reissued written confirmation or invoice by the date which it is specified as being due, or cancel your booking.
Payments may be made by Visa, Mastercard, American Express, PayPal, Bank Transfer (allow 7 days transaction time). A surcharge will apply to payments made by Visa, Mastercard, Diners, American Express and PayPal. The surcharge applied to these cards may vary and is displayed at the time payment for the booking is to be made. Apartments of Melbourne accepts no responsibility for monies paid by you to a travel agency until cleared funds are received in the bank account of Apartments of Melbourne.
Deposit and Final Payment
For Advance Purchase Bookings a non-refundable payment of the entire amount payable per room must be received immediately at the time of booking to confirm your booking.
For Long Stay Bookings:
The first two week's accommodation must be paid at time of booking along with a $500 security hold. Future payments must then be made in advance, either weekly or fortnightly as advised at the time of booking;
· unless otherwise advised by the Apartments of Melbourne, payments may be made credit card.
· If any deposit or final payment is not received by the due date, Apartments of Melbourne reserves the right to cancel the booking and any monies paid by you in relation to your booking will be forfeited to Apartments of Melbourne.
· Once final payment of your booking has been made confirmation of that payment and your booking will be sent to you via email to the email address you provided at the time you made the booking.
Rates and Charges
Quoted rates are inclusive of all compulsory government or regulatory charges and taxes (for example GST) where applicable. Quoted rates do not include transport to or from the Participating Property or items of a personal nature including but not limited to laundry, telephone, taxis, room service, meals or transfers, airport taxes), unless otherwise indicated.
Quoted rates do not include payment processing fees such as credit card fees. Some rates which are quoted are valid only for a minimum number of nights and if the number of nights included in your booking changes the rate may also change. For information on rates for Children, Infants and extra persons, please refer to clauses 21 and 22.
To the extent permitted by law any amount paid by you to Apartments of Melbourne for your booking is non-refundable unless stated otherwise in these Terms and Conditions.
The balance of any monies paid by you after any applicable fees or other amount you owe to Apartments of Melbourne has been deducted will be held by Apartments of Melbourne as Booking Credit which subject to clause 12 may be applied to any future bookings you make with Apartments of Melbourne.
Book at www.apartmentsofmelbourne.com.au for one FEE FREE change of date, name or room type. Or, cancel your booking at least 72 hour before arrival and your payment will be available for 6 months towards a future booking. Different rate fee may apply if the new dates are more expensive.
All amendments are subject to the availability and applicable pricing of the relevant Participating Property at the time the amendment is requested.
Amendments to Long Stay Bookings may only be requested up to 7 days prior to your scheduled check-in time. If you wish to extend a Long Stay Booking then subject to availability the rates for the additional nights will be the same as the rest of your booking however package elements may not be available.
Amendments cannot be made to bookings made through third party websites such as Expedia and Booking.com where your amendment will forfeit all amounts which have been paid to Apartments of Melbourne in relation to such booking and will also be charged at the applicable rate for the cost of your new booking. Book at www.apartmentsofmelbourne.com.au for one FEE FREE change of date, name or room type. Or, cancel your booking at least 72 hour before arrival and your payment will be available for 6 months towards a future booking. Different rate fee may apply if the new dates are more expensive.
If amendments are requested outside the time frames specified in clause 9.2 or 9.3 you may be charged a 100% cancellation fee in addition to the cost of your amended booking and any reduction in the amount which is payable by you in such case will be at Apartments of Melbourne's absolute discretion.
If the rate which applies to an amended booking is greater than the rate which applied to the original booking, you must pay the difference along with any amendment fee in full at the time the amendment is approved.
If a booking is cancelled any non-refundable deposit or payment which you have paid will not be refunded and additional cancellation charges may apply under this clause 10. Book at www.apartmentsofmelbourne.com.au for one FEE FREE change of date, name or room type. Or, cancel your booking at least 72 hour before arrival and your payment will be available for 6 months towards a future booking. Different rate fee may apply if the new dates are more expensive.
No-Shows or Terminations
If you do not show up for your booking or terminate your booking early after you have checked in you will be charged a 100% cancellation fee and will be required to pay to Apartments of Melbourne the full amount of your booking less any amount which you have already paid.
For Long Stay Bookings, if you terminate your booking early and this results in your stay being less than 14 nights you will be charged the difference between the rate applied to your booking and the Best Available Rate for the relevant Participating Property on the Best Available Rate stayed nights. For Long Stay Bookings of 28 nights or more, if you terminate your booking early and this results in your stay being less than 28 nights but more than 14 nights, you will be charged the difference between the rate applied to your booking and the applicable 14 night Long Stay rate for the stayed nights. You may also be charged for any welcome grocery pack or digital photo frame provided to you as part of your package.
If you are issued with Booking Credit to be applied to future accommodation or accommodation package bookings with Apartments of Melbourne such credit will be valid for six months from the day the booking is cancelled. Booking Credit may only be used to pay for bookings at Participating Properties located within the same currency jurisdiction as the cancelled or refunded booking which generated the Booking Credits. To redeem Booking Credit you must make your booking via Apartments of Melbourne Central Reservations by calling 1300 88 99 30. Any stay to be fully or partly paid for using Booking Credit must be booked and paid for in full prior to the expiry of the 6 month validity period. Any Booking Credit not redeemed at the expiry of the 6 month validity date will be forfeited in its entirety to Apartments of Melbourne. Administration fees may apply to bookings made using Booking Credit.
Standard check-in time is 3:00pm. If you wish to guarantee your ability to check-in prior to 3:00pm you must book an additional nights stay and pay the applicable rate for that additional night.
Standard check-out time is 11:00am but times may vary for particular Participating Properties and you should confirm the check-out time with the relevant Participating Property prior to your scheduled check-out day.
To allow for incoming guests, Apartments of Melbourne does not offer a late check out service. If you check-out of 11:00am the following additional charges will be applied to your account and will be payable by you on check-out:
· a surcharge of $49.00 per hour for every hour after 10:00am that you fail to check-out; or
· if you check-out after 2pm a charge equivalent to the fully daily rate which applies to your booking.
You must provide a credit card authorisation when you check-in using a credit card in the primary bookers name and physically present at check-in. This authorisation may be used to cover incidental items including but not limited to telephone charges, security bond or deposit for any breakages or damage incurred during your stay or cleaning charges in excess of the normal level of cleaning. For Long Stay Bookings we will hold a $500 fee against your card until departure. Once a pre-authorisation has been made, Apartments of Melbourne cannot release, remove or lower the authorised amount, until we process the final account on departure. This is a restriction imposed by the card issuer, and cannot be negotiated. Where a credit card is not available check in cannot proceed and your booking will be cancelled.
Breakages, Losses and Guest Charges
You are responsible for leaving the property in the state in which you found it on arrival. All maintenance issues, breakages or losses must be reported immediately to us. Whilst we will not pursue reimbursement for minor accidental damage or normal wear and tear, the total cost of making good any other damage or loss to the property or contents will be charged for using the credit card provided for payment (or left for security).
It is our policy to have all locks changed if keys are lost or not returned. All associated costs will be charged to the credit card provided for payment (or left for security) if this occurs. Similarly any remote controls will be replaced at your cost if lost or not returned.
Standard cleaning services on your departure are included in your rates. Guests are expected to leave the properties in a neat and tidy state without the need for extensive, excessive cleaning. You are responsible for all cleaning charges in the event that the property is left in a state that requires more than standard cleaning. This will be charged for using the credit card provided for payment (or left for security).
We are not liable for loss to you of any personal belongings while you are in the property. Guest items found by our cleaning staff are kept in the Boutique Stays office for 6 weeks before discarding. It is the guest's responsibility to follow up any items that may have been left behind at the property.
In the unlikely event that Apartments of Melbourne cannot provide accommodation at the Participating Property for which you have booked, Apartments of Melbourne will at no additional expense to you relocate you into an alternative property which in the reasonable opinion of Apartments of Melbourne is of comparable quality and in a comparable location. If a property of comparable quality in a comparable location is not available, Apartments of Melbourne may relocate you to a property of less comparable quality or less comparable location in which case Apartments of Melbourne will pay you an amount which it reasonably believes represents the difference between the rate payable for the alternate property and the rate paid by you for the Participating Property at which you had booked. Should you wish to be relocated to an alternative property other than the property chosen by Apartments of Melbourne under this term, you will be required to pay any difference in price between the Apartments of Melbourne's choice of property and your chosen property. If you and Apartments of Melbourne cannot agree on an alternative property under this clause then you may request Apartments of Melbourne cancel your booking and issue you with a Booking Credit for the full amount of that booking less any amounts which you owe to Apartments of Melbourne.
If you and Apartments of Melbourne cannot agree on an alternative property under this clause and you do not wish to be issued a Booking Credit under clause 18.4 then you may request that Apartments of Melbourne cancel your booking and provide you with a refund for the full amount of that booking less any amounts which you owe to Apartments of Melbourne.
Your booking does not include room servicing unless your stay is for eight (8) nights or more in which case your room will be serviced weekly.
If your booking does not include room servicing a 'Refresh' service is available for separate purchase at the Participating Property. You can inquire about this 'Refresh' service when you check-in to the Participating Property.
If your booking is a Long Stay Booking, your booking will include weekly room servicing (unless otherwise specified at the time of booking). Additional room services can be arranged directly with the Participating Property and charges will apply. If the guest/s staying under a Long Stay Booking changes part way through the booking, a full check-out service will be required and additional charges will apply.
For the purposes of this clause “Child” or “Children” means a person or persons aged between 2 years and 12 years; “Infant” means a person under the age of 2 years; and “Adult” means a person aged over 18 years. All ages will be determined from the date at which accommodation commenced. Children and Infants sharing a room with their parents or guardians may do so free of change if using existing beds and linen and not exceeding the maximum occupancy for the given room type. Children and Infants may not stay in any room without an Adult.
Additional charges will apply if extra beds or linen (including rollaways, sofa beds or cots) are required. These are charged at the extra person rate. Extra person rates will be charged on a Room Only basis, unless otherwise stated.
Extra Person Policy
Persons aged over 12 will be charged Extra Person rates for each person staying in a room which exceeds the maximum occupancy for the room type, or where extra beds or linen are required.
Extra person room rates will be charged on a Room Only basis, unless otherwise stated.
Facilities and Services
Whilst care is taken to ensure that the description of facilities and services of the Apartments of Melbourne is accurate, these are continually being changed, upgraded, and on occasion taken out of service and if any feature/facility is essential to you in choosing a particular property, it is your responsibility to confirm with the property prior to making your booking that the feature/facility will be available during your stay. To the extent permitted by law Apartments of Melbourne is not liable for omissions, errors or changes to the facilities and services at a property, whether temporary or permanent. Accommodation facilities listed may not apply to all room types.
Whilst Apartments of Melbourne attempts to satisfy all special requests, Apartments of Melbourne does not guarantee that special requests can be accommodated.
Maps and Images
Map images, if shown, are for general information and may not necessarily reflect actual routings, locations or services provided. Destination shots may have been supplied to Apartments of Melbourne by third parties and Apartments of Melbourne does not guarantee the accuracy of any destination shots. Photos and floor plans are indicative only. Actual rooms occupied may vary in decor and inclusions from those shown.
Apartments of Melbourne strongly recommends that at the time of booking you purchase comprehensive travel insurance to cover items including but not limited to: loss of booking amount through cancellation, loss or damage to personal baggage, loss of money and medical expenses.
All guests under the age of 21 must be accompanied by a responsible adult such as a parent, step-parent, guardian or other adult who has parental rights and responsibilities for the under 21 year old guest.
If a guest is found to be a person under the age of 21 who is not accompanied by a responsible adult Apartments of Melbourne may immediately cancel the guest's booking and the full booking amount will be forfeited to Apartments of Melbourne under this clause.
Third Party Products and Services
Third party products or services are sometimes sold together with accommodation provided by Apartments of Melbourne. In such circumstances the third party is entirely responsible for supplying the products or services to you and any involvement Apartments of Melbourne has in facilitating your booking with the third party is as the third party's agent. Apartments of Melbourne is in no way the supplier of the products and services and to the extent permitted by law Apartments of Melbourne is not liable for any failure by the third party to provide the products or services, nor for any act, error, omission, default or negligence of the third party. All third party coupons, vouchers, receipts and tickets are issued subject to the terms and conditions specified by those third parties. Apartments of Melbourne does not warrant the accuracy of any information, statements or representations made by third parties
Release, indemnity and proportionate liability
To the extent permitted by the law, you agree to release, indemnify and hold harmless, Apartments of Melbourne and its current and former officers, employees, contractors, sub-contractors/consultants (including their respective employees and contractors) and agents against, from and in respect of all expenses, costs, liabilities, claims, actions, proceedings, damages, judgments and losses of any kind whatsoever (including but not limited to consequential and economic losses, property loss/damage and damages for injury, including personal injury and death) arising out of, caused by, attributable to or resulting from your booking or your stay at the relevant Participating Property except to the extent such expense, cost, liability, claim, action, proceeding, damage, judgment or loss arose out of, was caused by, attributable to or resulted from Apartments of Melbourne's negligence, wrongful act/omission or breach of these terms and conditions.
To the extent permitted by law the aggregate of Apartments of Melbourne's liability to you is limited to an amount not exceeding the amount paid by you for your booking.
Each indemnity in these terms and conditions is a continuing and independent obligation and survives the termination or expiry of these terms and conditions.
To the extent permitted by law, all conditions, warranties, guarantees, rights, remedies, liabilities and other terms implied or conferred by statute, custom or the general law that impose any liability or obligation on Apartments of Melbourne are excluded under these Terms and Conditions. Nothing contained in these Terms and Conditions excludes, restricts or modifies the application of any provision, the exercise of any right or remedy, or the imposition of any liability under the Australian Consumer Law or under any international consumer protection legislation, provided that, to the extent that such law permits Apartments of Melbourne to limit its liability, then Apartments of Melbourne's liability is limited to:
· in the case of services, supplying the services again or payment of the cost of having the services supplied again; and
· in the case of goods, replacing the goods, supplying equivalent goods or repairing the goods, or payment of the cost of replacing the goods, supplying equivalent goods or having the goods repaired.
Events Beyond Control
Apartments of Melbourne is not responsible for any loss arising out of any occurrences or conditions beyond its control, including but not limited to acts of terrorism, act of God, defects in vehicles, war, strikes, theft, delay, cancellation, civil disorder, disaster, Government regulations or changes in itinerary or schedule.
All travel documents, observance of laws and government regulations are your responsibility.
Use of Information
You consent and authorise Apartments of Melbourne and the relevant Participating Property to collect, use and disclose your personal information for the purposes of administering your booking and providing you with any services associated with your booking. You consent to information which you have provided to Apartments of Melbourne or the relevant Participating Property as part of your booking being used by Apartments of Melbourne, the relevant Participating Property or any of their related bodies corporate for the purpose of informing you about offers and promotions which relate Apartments of Melbourne, Apartments of Melbourne's related bodies corporate or Participating Properties. Apartments of Melbourne will not provide or disclose any information you have provided to Apartments of Melbourne or the relevant Participating Property to any person other than a related body corporate without your prior written consent. Upon request by you and to the extent permitted or required by law, Apartments of Melbourne will provide you with access to and/or the ability to correct your personal information however only the person who made the booking will be entitled to access and/or correct personal information pertaining to that booking.
The Terms and Conditions are governed by and will be construed in accordance with the laws of the State of Victoria, Australia. If part or all of any clause of these Terms and Conditions is illegal, invalid or unenforceable then it will be read down to the extent necessary to ensure that it is not illegal, invalid or unenforceable, but if that is not possible, it will be severed from these Terms and Conditions and the remaining provisions of these Terms and Conditions will continue to have full force and effect.
Please click to accept these terms and conditions, before proceeding to the booking page.