Hotel Policies
Our desire is for you to have the very best experience of the Hunter Valley, our accommodations, dining and other services. To assist us in delivering you that experience we have developed the following policies and guidelines which we respectfully request that you adhere to before, during and after your stay.
Arrival and Departure
- Check-in time is from 3.00 pm
- Check-out time is prior to 11.00 am
Early check-in or late check-out is available and rates available on request. Although our team members are available until 11:30pm daily, we would appreciate your advising us if you expect to arrive after 6:00pm.
Children
Child or Children aged between 2 years and 11 years; “Infant” means a person under the age of 2 years;
Children and Infants may not stay in any room without an Adult.
Persons aged over 12 years will be charged Extra Person rates for each person.
All room rates are based on two adults. Extra person charges will be charged on a Room Only basis, unless otherwise stated.
- Extra Person rates AUD $ 100.00 per night will be added in a separate line at payment summary when you finalise your booking. (Extra person rates included sofa bed)
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.
- Additional fee AUD $ 50.00 per night each will apply if sofa bed/ rollaway and linen (including baby crib -where & when available) are required for the children.
Accepted Payment Methods
We accept MasterCard, Visa, Diners Club and American Express as well as cash and travellers cheques. Please note that a $20 postage fee applies and a credit card surcharge of 1.5% for Mastercard, Visa, American Express and a surcharge of 2.25% for JCB, Union Pay and Diners
Reservations Guarantee
To guarantee your reservation you will be asked for your credit card details.
Cancellations
Should you need to cancel your reservation we ask that you advise us at least 7 days prior to your arrival date. Cancellations within this period will incur a fee equal to the total accommodation charge which will be applied to your credit card.
Non-arrival
Should you fail to arrive on the scheduled day of your reservation, your room will be held until the following day in case you have been unforeseeably delayed and are unable to contact us. Should you not arrive the next day your reservation will be cancelled and the total accommodation charge which will be applied to your credit card.
After check-in, should you shorten your stay, full payment will be forfeited.
Rates and Minimum Length of Stay Requirements
Our rates vary by room type, availability, day of the week and season; weekends are always in high demand. During periods of high demand or major events and for certain packages we may apply a requirement for a Minimum length of stay. You will be advised of this at the time of your reservation.
Local Taxes
All guest expenses are subject to Goods & Services Tax of 10.0% which is included in any room or ancillary prices quoted.
Gratuities and Service Charges
Tips and gratuities to our team members are at our guest’s discretion and we do not apply any compulsory service charges.
Smoking
We do not permit smoking within our guest rooms and smoking within enclosed public areas is against the law in NSW; there are ample outdoor areas throughout the property where smoking is permitted. A sanitisation fee of one additional night’s accommodation or package fee will be charged where smoking occurs within a guest room.
Small Pets and Animals
No pets and animals are allowed within our guest rooms
Additional Guests
Unless otherwise specified all accommodation and packages rates quoted are based on double occupancy. Please contact our Reservations Team regarding rates for additional guests.
Group Bookings
If guests requiring ten or more rooms are travelling together we request notification in advance so that we can assist our guests to check-in in the best possible manner. We like to personally welcome all group members and to provide the utmost and friendly and personal service. We welcome the opportunity to assist your party with advice on local activities, events and entertainment, special experiences and even airport transfers.
Environmental Policy
We constantly challenge ourselves to provide the right environment for our guests and team members through the promotion of environmental awareness. We train our team members to incorporate good environmental practice in all aspects by periodically reviewing our practices, procedures and objectives.
Disputes and Claims
Any controversy, dispute or claim arising out of or in connection with these hotel policies shall come under the jurisdiction of most competent courts of New South Wales.
Changes to Hotel Policies
These Hotel Policies are subject to change without notice – latest update August 2016