Terms & Conditions
By making a direct booking with Riverside Apartments & Hotel, the guest agrees to the following terms and
conditions.
Booking & Payment
A valid credit or debit card is required to secure all direct bookings.
Our standard direct-booking cancellation and payment conditions are:
- More than 14 days before arrival – free cancellation.
- Between 14 days and 48 hours before arrival, a one-night accommodation charge applies in the event of cancellation.
- Within 48 hours of arrival or in the event of a no-show, the full booking amount is payable.
- A one-night deposit may be charged within 14 days of arrival. The remaining balance may be charged within 48 hours of arrival.
- Different payment or cancellation conditions may apply to special offers, group bookings, long stays or other negotiated rates. Where this applies, these conditions will be provided at the time of booking.
No-show & Failure to Check In
If a guest does not check in on the scheduled day of arrival and has not contacted Riverside Apartments & Hotel to advise us of a late or delayed arrival, the booking will be treated as a no-show and cancelled.
This applies to all bookings, including multiple-night bookings and longer stays. The remaining nights of the reservation will not automatically be held following a failure to arrive on the scheduled check-in date.
The applicable no-show cancellation charge will apply in accordance with the booking terms.
If a guest expects to arrive after the scheduled arrival date, or is otherwise unable to check in on the first day of the booking, they must contact Riverside Apartments & Hotel. Where we have been notified, we will keep the accommodation reserved for the agreed arrival, subject to the original booking and payment conditions.
Credit Card Pre-authorisation
A valid credit or debit card must be provided at or before check-in.
Riverside Apartments & Hotel may place a $250 pre-authorisation hold on the card as security for incidental charges, damage, excessive cleaning, missing items or breaches of these terms and conditions.
A pre-authorisation is not a charge. The time taken for the funds to become available again following release of the hold is determined by the guest’s bank or card provider and may take several business days.
If the amount owing exceeds $250, the guest remains responsible for the full amount.
Identification
Valid government-issued photo identification must be presented at check-in. The identification must belong to the guest responsible for the booking.
We reserve the right to refuse check-in where satisfactory identification, a valid payment card or the required pre-authorisation cannot be provided.
Check-in & Check-out
Check-out is strictly by 10:00 am on the day of departure unless a late check-out has been approved by Reception in advance.
Guests remaining in the room or apartment after 10:00 am without approval may be charged a late check-out fee.
Where a late departure significantly affects our ability to prepare the accommodation for an incoming guest, additional charges may apply, including up to an additional night’s accommodation where appropriate.
If the accommodation has not been vacated within a reasonable period after the required check-out time and we are unable to contact the guest, Riverside Apartments & Hotel reserves the right to enter the accommodation, collect the guest’s belongings and securely store them so that the room or apartment can be prepared for incoming guests.
Belongings removed in these circumstances will be stored for a maximum of 24 hours. Guests are responsible for arranging collection within this period.
To the extent permitted by law, Riverside Apartments & Hotel accepts no responsibility for loss of or damage to
belongings left behind, removed or stored following a guest’s failure to vacate the accommodation by the required check-out time.
Damage, Breakages & Missing Items
Guests are responsible for the accommodation and its contents during their stay.
Any damage, breakage or loss caused by the guest, occupants or visitors associated with the booking must be reported to Reception as soon as possible.
The guest responsible for the booking will be liable for the reasonable full cost of repairing or replacing damaged, broken or missing property, including associated labour, contractor or call-out costs.
Where significant damage results in the accommodation being unavailable for subsequent bookings, reasonable loss of accommodation revenue may also be charged where applicable.
Excessive Cleaning
Accommodation must be left in a reasonably clean and tidy condition.
Additional cleaning charges may apply where cleaning beyond normal housekeeping is required. This may include excessive rubbish, stains, food or drink spills, bodily fluids, strong odours, smoking, excessive mess or any situation requiring additional staff time or specialist cleaning.
No Smoking or Vaping
Smoking and vaping are not permitted inside any room or apartment.
Guests must also comply with any smoking restrictions applying to balconies, common areas and other areas of the property.
Where smoking or vaping occurs in a prohibited area, the guest may be charged for reasonable additional cleaning, deodorising, linen replacement or other costs required to return the accommodation to a suitable condition.
Parties, Noise & Guest Conduct
Parties and functions are not permitted in rooms or apartments without prior written approval from Riverside Apartments & Hotel.
Guests must respect other guests, permanent residents, staff and neighbouring properties.
Excessive noise, disruptive behaviour, threatening or abusive behaviour, illegal activity or conduct that interferes with the reasonable enjoyment or safety of others will not be accepted.
Management may issue a warning where appropriate. Serious or repeated breaches may result in the guest and associated visitors being required to leave the property.
Where a guest is required to leave due to serious misconduct or a significant breach of these terms, no refund will be provided for unused accommodation to the extent permitted by law.
Maximum Occupancy & Visitors
The number of overnight guests must not exceed the number included in the booking or the maximum occupancy of the accommodation.
Additional overnight guests require prior approval and may incur an additional charge.
The person responsible for the booking is responsible for the behaviour of all occupants and visitors associated with the booking and for any damage, loss or additional costs caused by them.
Children
Children must be appropriately supervised by a responsible adult while on the property, including around the swimming pool, lifts, balconies, car park and other common areas.
Parents and guardians remain responsible for the behaviour and safety of children in their care.
Pets
Pets are not permitted in rooms or apartments unless specifically approved by Riverside Apartments & Hotel prior to arrival.
This restriction does not apply where an animal is legally entitled to accompany a guest, including an accredited assistance animal.
Additional cleaning or damage caused by an animal may be charged where permitted by law.
Keys & Access
Guests are responsible for all room keys, access cards, fobs and other access devices provided during their stay.
Keys and access devices must not be provided to unauthorised persons.
Reasonable replacement, locksmith or after-hours call-out costs may be charged for lost, damaged or unreturned keys or access devices.
After-hours Access
Guests arriving outside Reception hours must follow the after-hours check-in instructions provided by Riverside Apartments & Hotel.
Guests are responsible for ensuring they have received and retained the necessary arrival and access information.
Our after-hours contact service is available for genuine accommodation and access issues. Non-urgent requests should be directed to Reception during normal operating hours.
Parking
Guest parking is subject to availability, allocated spaces and any parking instructions provided by Riverside Apartments & Hotel.
Vehicles and personal property left in vehicles are parked at the owner’s risk, except where liability cannot legally be excluded.
Guests are responsible for ensuring their vehicle is suitable for the property’s car park and for observing height restrictions, allocated parking spaces and other signage.
Pool & Common Areas
Guests using the swimming pool and other common facilities must comply with all displayed rules and reasonable directions from management.
Children must be supervised by a responsible adult.
Glassware, dangerous behaviour, excessive noise and conduct that may interfere with other guests or residents are not permitted in common facilities.
Personal Belongings & Lost Property
Guests are responsible for their personal belongings during their stay and when departing the property.
Any property found after departure may be held temporarily by Riverside Apartments & Hotel. Guests are responsible for arranging and paying for collection, postage or courier services.
Riverside Apartments & Hotel does not accept responsibility for lost, stolen, forgotten or damaged personal property except where liability cannot legally be excluded.
Right to Enter Accommodation
Management may enter a room or apartment where reasonably necessary, including:
– in an emergency;
– to investigate a safety or security concern;
– to undertake urgent maintenance;
– where there is reasonable concern about damage or a serious breach of these terms; or
– where the accommodation has not been vacated following the required check-out time.
We will respect guests’ privacy and will only exercise this right where reasonably necessary.
Authority to Charge
By providing card details and accepting these terms and conditions, the guest authorises Riverside Apartments & Hotel, to the extent permitted by law, to charge amounts properly owing in connection with the booking.
This may include:
– accommodation charges;
– deposits;
– cancellation or no-show charges;
– approved additional services;
– damage or breakages;
– replacement of missing items;
– lost or unreturned keys or access devices;
– excessive or specialist cleaning;
– costs resulting from smoking or vaping in prohibited areas; and
– other reasonable costs arising from a breach of these terms and conditions.
The $250 pre-authorisation does not limit the guest’s liability. Where the reasonable cost of damage, cleaning, replacement or other amounts owing exceeds $250, the guest remains responsible for the full amount.
Where requested, we will provide reasonable details of additional charges applied after departure.
Refusal or Termination of Accommodation
Riverside Apartments & Hotel reserves the right to refuse accommodation or terminate a stay where reasonably necessary due to serious or repeated breaches of these terms, fraudulent activity, threatening or abusive behaviour, illegal activity, significant property damage or conduct that creates a safety risk or substantially interferes with other guests or residents.
Where a stay is terminated because of the guest’s conduct, the guest may be required to leave the property immediately.
No refund will be provided for unused accommodation in these circumstances to the extent permitted by law, and the guest remains responsible for any outstanding charges, damage or other reasonable costs.
Australian Consumer Law
Nothing in these terms and conditions excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded under the Australian Consumer Law or other applicable legislation.
