Privacy & TCs
PAYING BY EFT / DIRECT DEPOSITS
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.
CREDIT CARD PAYMENTS
Banks charge a merchant fee to process credit card payments - Visa & MasterCard 0.77%, Amex 3% and Diners 3%. EFTPOS AND CASH PAYMENTS ARE FEE FREE.
If you would like to pay for your accommodation prior to arrival, funds will need to be deposited and cleared in our account 48 hours prior to your arrival at Essence. When you make a payment please ensure you include your Surname and Booking number. Once payment has been made email a copy of your receipt to [email protected]. If for any reason your payment has not been cleared into our account up to 48 hrs prior to arrival your booking may be cancelled.
Cancellations are only accepted in writing via email and must be received more than 24 hours prior to arrival. If sent within 24 hours of arrival, a minimum of the first nights accommodation or a maximum of the total amount of all nights booked, will be charged.
Cancellations are not accepted under any circumstances on high season or event nights.
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 Entrance - DIAL 9. If for any reason this does not work - call the Hotel switch board on 3556 5000. 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.
We take guest privacy and security very seriously. 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 which is 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 of $100 is required of 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 $200 cash 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 6pm and before 7am - a fee of $220 is payable for us to return to re-open reception to cut you a new key.
DAILY HOUSEKEEPING SERVICES ARE NOT AVAILABLE ON SUNDAY AND PUBLIC HOLIDAYS
Due to QLD Fire regulations we are limited to the number of people sharing a guest suite. You must not exceed these limits.
Studio City View, Studio Accessible Suite, Studio Suites- up to 2 people sharing.
1 Bedroom City View, 1 Bedroom Suite, 2 Bedroom Accessible and 2 Bedroom Suite Dual Key - up to 6 people sharing.
Additional fee applicable for use of sofa bed and linen will be applied to your account of $35 per night.
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 5.
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 reception - costs may apply.
Unlimited and can be used by multiply devices
TERMS & CONDITIONS
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.