Frequently Asked
Questions

Key Collection:

Most of our properties have on-site key collection facilities such as number protected lock-boxes. Where this is not possible, you will need to collect the keys from our office at or any time after 3:00 pm on the day of your ‘check in’. The address is L109 / 180 -186 Campbell Pde Bondi Beach. Please check the welcome notes for the access code to our office letterbox.

What if I arrive after or before office hours or on the weekend and public holidays?

Don’t worry if you are arriving outside of normal office hours - the keys are available onsite and you can arrive any time at or after 3:00 pm.

Can I collect keys earlier than 3:00 pm?

No we can only guarantee key collection at or after 3:00 pm

Can I appoint someone else to collect keys?

Yes.

How many key sets will I get?

We provide you with 2 sets of keys for your stay. If the swipes / remotes or keys are not returned we will charge the replacement costs to your refundable security deposit

What if I lose my keys?

If you lose keys, we will have an extra set at the office for you to pick up. However, they will need to be returned to our office on the same day in order for us to attend to any emergencies. We will endeavour to have a new set of keys cut for your use as quickly as possible. Please note a charge will apply if keys are lost and need to be re-cut. You can pick up your keys if you lose them. The following charges apply for us to have a team member attend the office to provide you with a set of keys.

After 9:00 am and prior to 5:00 pm                                          $ 88.00
After 5:00 pm and before 9:00 am                                            $132.00
Weekend and public holiday (excluding Christmas Day)         $242.00

What time is check out?

11:00 am is the normal check out time for our guests. Our cleaners are usually booked for the same time to set up for the next guest’s arrival, as many arrive on the same day that another vacates the property.

Can I have a late check-out?

No this is not an option.

Are our apartments serviced?

Our property are not serviced during your stay, however we are happy to arrange regular cleaning service clean. This will include a clean, linen and towel change. Simply contact us to arrange this. Charges will apply.

Do we provide internet access?

Yes! There is complimentary WiFi in all of our property.

What is our cancellation policy?

Part cancellation of a booking will not be accepted.

The Landlord may cancel at any time up to 1 month prior to the letting, in which case the Tenant will receive a full refund. Hotelesque will endeavour to find but is not obligated to find equivalent accommodation.

Should the Tenant cancel up to 3 months before the letting, the Tenant will be entitled to a full refund of all monies paid less booking fee ($120.00) and any associated credit card fees.

Within 3 months, deposits on cancelled bookings are only refundable when the premises are re-let for the whole term of the cancellation at the full rent. The refund is paid 14 days after the checkout date or earlier if agreed.

What are our terms and conditions?

Click on the link at the bottom of this page to see our terms and conditions.

What are our payment options?

We accept payments via Direct Deposit or Credit Card. Credit Card payments will attract a fee of 1.56% (Visa and MasterCard) and 1.93% (Amex). These rates may change from time to time.

50% of the total of booking charges are payable at the time of booking. The 50% balance is the required minimum payment, due 30 business days prior to check-in. If the booking is within a 30 day period, full payment (100% of the charges) is due at the time of booking.

A Security Deposit starting at $1000 (and higher for some properties) is required. Any excess cleaning charges/damages will be deducted from this amount. The balance will be refunded to you 14 days after vacating the property. This will be both charged and refunded to the credit card with which you paid for your booking.

Please note: Within 24 hours from when a booking is received & confirmed you will receive an invoice.

What is included in our property?

Our property are fully furnished. They include quality linen and towels, TV, and full kitchen.

What to do with luggage before check-in and after check-out?

Our office is unfortunately not equipped to store luggage for you prior to your check-in or after your check-out. You will need to make separate arrangements should this situation arise.