Terms & Conditions
Please ensure that you use your SURNAME and CONFIRMATION NUMBER as your reference and please also email us a copy of the payment lodgement. The amount paid will not be credited to your booking unless a lodgement receipt is received prior to arrival. EFT Details - are available please request at reservations.
Banks charge a merchant fee to process credit card payments - Visa & MasterCard 1.98%, and Amex 2.31% including GST. EFTPOS AND CASH PAYMENTS ARE FEE FREE.
Full payment is processed at the time of booking, a receipt for your payment is sent to you via email within 48hours of making your booking. If your card declines for any reason, and a new method of payment is not supplied, your booking may be cancelled up to 48hrs prior to arrival.
Cancellations are only accepted in writing via email and must be received more than 48hours prior to arrival. If sent within 48hours of arrival, a minimum of the first nights accommodation or a maximum of the total amount of all nights booked, will be charged. This is dependant upon our ability to re-sell the room to another guest. If the room is resold then a full refund will be made. Cancellations are not accepted under any circumstances on high season or event nights. If you have already checked-in and you wish to shorten your booking to leave early, the balance of your accommodation will be held in credit for up to 12 months for you to use at another time. If you feel your cancellation falls outside the above guidelines, it will be considered at the managers discretion, on a case by case basis - please forward your correspondence to [email protected]
Group Bookings must provide notice of minimum 30 days prior to arrival or see your contract for details
No refunds will be made for High Season or Event Night bookings
24 hours phone assistance is available to all guests. Even if Reception is closed you are able to access assistance - on any house phone and on the external intercom located at the Hotel Enterance - DIAL 9. If for any reason this does not work - call the Hotel switch board on 3613 7400. If your query can not be resolved by our helpful after hours phone staff, please come to Reception first thing in the morning for a speedy resolution. Travel Safely - we look forward to welcoming you to Essence Serviced Apartments.
We take guest privacy and security very serioulsy. On arrival you will be asked to produce your credit card and photo ID. We require this information for many reasons - the most important of whichis to ensure the person who made the booking and paid for the accommodation, is the same person who arrived to check-in. We will match the name on your booking to the name on the credit card and the drivers licence (18+ and passport identification also acceptable).
Pre - Authorisation is required of $50 which allows us to open up your guest account and to charge any incidentals back to your room. Unused pre-auth will be automatically released by your bank, typically 5-7 business days after check-in, however some building societies and credit unions can take up to 15 days to release any unused pre-auth.
Please note we are unable to provide a room key or check you in without a pre-auth completed. If you would prefer to pay a $500 cash or eftpos deposit instead of a pre-auth on your credit card, you are welcome to do so and this amount will be refunded to you upon check-out.
If you lock yourself out of your room when reception is closed after 11pm and befor 7am - a fee of $220 is payable for us to return to re-open reception to cut you a new key.
Due to QLD Fire regulations we are limited to the number of people sharing a guest apartment. If you exceed these limits the hotel will take no responsibilities.
Studio, Studio Accessible, Studio Balcony - up to 2 people sharing
1 Bedroom Apartment, 1 Bedroom Suite and 2 Bedroom Apartment - up to 4 people sharing
2 Bedroom Suite - up to 6 people sharing
Additional fee applicable for use of sofa bed and linen will be applied to your account.
Check in time is guaranteed for 2pm on the day of arrival. If you arrive before 2pm and your room is ready, you may check-in straight away, however if the room is not ready, then we can store your luggage and provide access to our Guest Lounge on level 1.
Check out time is strictly 10am on the day of departure. Late check out can be arranged, subject to availability, on the morning of departure with prior approval from Management.
Unlimited and can be used by multiply devices
All contracted clients Terms and Conditions may differ for the above please refer to signed agreement.
Online Travel Agents - please refer to terms and conditions provided at time of bookings.