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Terms and Conditions

DEFINITIONS

In the following terms and conditions:

  • StayWell Hospitality Group (SWHG) refers to any StayWell Group hotels that fall under the “Park Regis” and “Leisure Inn” brands.
  • “We”, “Us” and “Our” refer to StayWell Hospitality Group.
  • “You” and “Your” refer to the person who is making the reservation and the person who is staying at the hotel.

TERMS AND CONDITIONS

Please read these terms and conditions carefully as they incorporate the basis upon which reservations are accepted by SWHG.

When making a reservation, it automatically accepts all the terms and conditions outlined hereunder.  SWHG reserves the right to change and/or modify any of these terms and conditions at any time without notice and such changes will become effective immediately.  Please check these terms and conditions periodically for changes.  The effective date of the following terms and conditions is 17 July 2017.

ADVANCED RESERVATIONS

SWHG will not guarantee or confirm a reservation made more than fifty-one (51) weeks or 358-days prior to arrival.  Requests and quotes beyond this period may be possible however no rates and availability will be guaranteed and confirmed.  SWHG reserves the right to cancel or amend (with reasonable notice) any reservation made beyond this period.

ARRIVAL / DEPARTURE

Check-in/arrival time is from 14:00 (2:00PM).  We allow guests to arrive earlier and can store any luggage until the room is ready.  Check-out/departure time is prior to 10:00 (10:00AM) – late check-out after this time may incur an extra fee.  If the hotel is fully committed on the departure date, late departures or extensions not already confirmed will not be permitted.

BEDDING REQUESTS

Bedding requests should be made at time of booking.  It is strictly subject to availability.

BEST RATE GUARANTEE

We promise that you won’t be able to find a lower rate for any of our hotels anywhere online.  We understand that looking for the lowest rate can be time consuming and frustrating, that’s why we ensure we have the lowest rate available on our own website so you won’t need to shop around.  On the unlikely occasion that a lower rate is not listed on www.staywellgroup.com, please contact us and we will be happy to match it. The rate must be publicly available and valid for the same arrival and departure dates. The rate must be listed in the local currency of the hotel, not influenced by a currency conversion and include goods and services tax (GST). Should the lower rate be the result of a third party website selling SWHG rooms at a loss, we may not be able to match it.

CANCELLATIONS

Our standard cancellation policy for our most flexible rate requires reservation cancellations or changes to be advised to us by 2PM (14:00) hotel time, two (2) days prior to arrival. If the guest does not arrive by 6PM on the arrival date without alerting the hotel, the reservation will be released and 100% of total accommodation will be charged. Any prepayments will also be forfeited. Over high demand and special event periods, alternative cancellation policies may apply. Rates such as early bird or advanced purchase rates, or saver value rates, are strictly non-refundable, amendments and cancellations will not be permitted. The cancellation policy will be communicated during the reservation process and can be supplied in a confirmation email when requested.

CAR PARKING

You agree to enter the car park at your own risk. SWHG does not accept any responsibility for damages or loss to your property or property belonging to someone else.

CREDIT CARD AUTHORISATION

A credit card pre-authorisation will be required at check in to cover accommodation costs and or incidental items. We will pre-authorise a credit card for any charges we deem appropriate to cover accommodation and or incidental charges that may be applicable based on the length of stay and room type. Please ensure you have sufficient funds to cover additional incidentals for this purpose. Unused funds from this pre-authorisation will be realised after departure from the hotel.

CREDIT CARD SURCHARGES

A non-refundable credit card surcharge applies when paying with a credit card at all SWHG hotels. Surcharge varies depending on the type of credit card used. Visa and MasterCard attract a transaction fee of 1.19%; American Express issued by banks attracts a fee of 3.35%; American Express and Diners Club attract a fee of 3.5%. UnionPay attracts a fee of 3%. There is no surcharge when paying with EFTPOS.

EVICTION OF GUEST

SWHG may evict a guest or visitors without warning. Guests who are evicted from any SWHG hotels will be blacklisted from all hotel locations and we may choose to notify the police. A guest is subject to such eviction should the following occur:

  • Intoxication and unsavoury behaviour
  • Overcrowding of hotel rooms or apartments by exceeding maximum capacity allowed
  • Physical or verbal assault towards hotel representatives and/ or other hotel guests
  • Wilful damage to SWHG hotels (a fine will also apply)
  • Any incident for which the police need to be called onto the premises
  • Any behaviour posing a safety threat to others
  • Ignoring advice to reduce excessive noise
  • Throwing of objects from windows or over balconies
  • Smoking within the room (a fine will also apply)

FAILURE TO PAY

In the event that a guest fails to pay immediately upon demand any amount owing to SWHG, pursuant to the reservation and accommodation (including but not limited to telephone charges,  room damage/smoking fines). SWHG reserves the right to deny access to the guest and ask that they vacate the premises.

FORCE MAJEURE

Guests and hotel representatives of SWHG are allowed partial impossibility in an agreement, where the performance of the agreement by either party is subject to the acts of God, war, terrorism, government regulations, natural disasters, strikes, civil disorder or curtailment of transportation facilities beyond the control of the parties making it inadvisable, illegal, or impossible to fulfil some or all of the agreement. Any agreements, contracts, quotes and reservations may be terminated without penalty for any one or more of such reasons by written notice from one party to the other.

GROUP RESERVATIONS

More than ten (10) reservations made by a single person or separate reservations made by a number of guests travelling together is considered by SWHG as a group. Any separate reservations made for the purpose of group reservations via our reservation teams and via any form of online distribution channels may be cancelled and a group proposal may be supplied. Different terms and conditions apply for group reservations as stated in the group accommodation agreement (if applicable). This policy also applies to a travel agent making ten (10) or more bookings via their booking system.

GUEST ROOM DAMAGE

The guest who registers at check-in/arrival will be held accountable for any damage to the rooms and contents during the stay dates.  The registered guest will be liable for damages caused (including those by third parties visiting the suite) which will result in forfeiting any deposits, pre-payment 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.

GUEST COURTESY

For the comfort of all our guests, we ask that noise is kept to a minimum so everyone is able to enjoy a peaceful and comfortable stay. We request that any non-registered visitors leave all rooms by 23:00 (11PM) each evening.

HOW TO CONFIRM YOUR RESERVATION

Reservations can be made online at www.staywellgroup.com or by calling the individual property that you wish to stay at.

INTERNET

Complimentary WI-FI access is available at every SWHG property, with a limit of 250MB per room per night. Excess usage fees may apply.

LIMIT OF LIABILITY

We do our best to ensure that your reservation arrangements are satisfactory, however SWHG is unable to accept any liability for any injuries, loss, delay, additional expenses or inconvenience caused directly or indirectly, including (but not limited to), war, civil disturbance, terrorism, fire, floods, acts of God, acts of Government or of any other authorities, accidental to or failure of machinery or equipment, maintenance requirements or industrial actions.

MAXIMUM CAPACITY PER ROOM OR APARTMENT

Please refer to guidelines provided at individual properties

MINIMUM LENGTH OF STAY

A minimum length of stay may apply during high demand or special event periods, as determined by SWHG. If you confirm a reservation over such periods, you agree to stay for the required minimum nights.

PAYMENT

Full payment for the accommodation is required 48 hours prior to arrival for all bookings made on the flexible terms and condition. For reservations made on the non-refundable policy, full payment is required at the time of booking. For high-demand periods and special event dates, payment method will be restricted to non-refundable only, meaning prepayment is required upon confirmation of bookings.  Incidental charges incurred during your stay are charged upon check out. A pre-authorisation on your credit card will be taken at check in to ensure funds are available for payment of any incidental charges. SWHG hotels accept payment made via EFTPOS, Visa, MasterCard, American Express, Diners Club and UnionPay. Surcharge applies to all credit card payments.

PET POLICY

SWHG does not permit pets at any locations. Having an animal is considered a breach of your stay conditions and you will be asked to vacate the property. Guide Dogs are permitted and must be harnessed and wear a registration tag that displays their registration number in public areas. Please advise us upon reservation if you have a Guide Dog.

PHOTOGRAPHS AND DESCRIPTIONS

Photographs and description shown on our websites and publications may be amended or upgraded anytime without prior notice. If a particular feature or amenity is essential to you, we kindly ask you to make contact with a staff member of the hotel prior to confirming your reservation. We will try our best to honour your request but they may not be guaranteed.

PHOTO IDENTIFICATION

A valid form of photo identification (ID) matching the name of the guest in the reservation must be presented at the time of check in. This is required at all of our locations in order to verify your identity for security purposes and to protect the credit card holder. A valid passport, Australian driver’s license or Australian issued proof of age card are all valid forms of photo identification accepted by SWHG hotels. This ID may be photocopied and stored securely as record due to increasing credit card fraud. As per our privacy policy, any personal information contained on the collected identification will not be on-sold, and will be carefully disposed of at the end of its usefulness.

RIGHT OF ENTRY

In the event that SWHG has a legitimate cause for concern or if the in-house guest has not been seen or heard from over a period of time, the room may be entered by a hotel staff member to ensure the safety and comfort of all guests is in order.

RIGHT TO REFUSE ENTRY

SWHG reserves the right to refuse a guest entry to the hotel for any reason whatsoever.

ROOM RATES

All rates are quoted in Australian Dollars (AUD) and are inclusive of 10% goods and services tax (GST) where applicable. Rates within confirmed reservations (whereby a confirmation letter has been issued by SWHG) will be honoured. Rates that have been quoted are subject to change and are not confirmed until a valid confirmation letter or confirmation number is provided by SWHG. SWHG reserves the right to amend rates that have been confirmed incorrectly due to human or distribution errors.

ROOM TYPES AND ALLOCATION

Rooms reserved in reservation are guaranteed, specific room numbers (within the type reserved) and floor allocations are subject to availability upon check-in/arrival and cannot be pre-allocated or guaranteed.  Higher and/or upgraded room types need to be reserved at time of reservation to be guaranteed.  If for any reason the room type reserved is no longer available at time of check-in/arrival, SWHG will provide a substituted room of equal or greater value and standard at the same rate confirmed.  In extreme cases SWHG will relocate guests to a nearby hotel of similar standard (including transportation) or alternatively offer a full refund.

SECURITY AND LOSS PREVENTION

All SWHG hotels are secured environments and we do everything possible to ensure security levels are maintained. However, SWHG accepts no liability for any personal possessions that are lost, stolen or misplaced whilst on premises.

SMOKING POLICY

All SWHG properties are non-smoking and smoking in the rooms or public areas is strictly prohibited. Fines and cleaning fees will apply to guests who do not adhere to this policy.

THIRD PARTY SELLING

SWHG does not permit resale to a third party for trade purposes without prior consent and/ or written agreement. SWHG reserves the right to accept or reject any reservations made through an unauthorised third party. The policy also applies to group reservations and reservations made on negotiated corporate or agent rates.

TRAVEL INSURANCE

Travel insurance of an appropriate level is highly recommended to all our guests. This is arranged at the guest’s expense.

UNACCOMPANIED MINORS

All children under the age of 18 are considered minors and must be accompanied by a responsible adult (parent or authorised guardian) during the whole stay. Any minors without being accompanied by a responsible adult are not permitted to stay at the hotel, regardless of having a confirmed reservation. SWHG reserves the right to refuse check in to, or even evict any individual under the age of 18 years that is not accompanied by a responsible adult.