Frequently Asked
Questions

Key Collection:

Most of our properties have on-site key collection facilities such as password protected lock-boxes.. Where this is not possible, you are most welcome to collect your keys from our Randwick office after 2:00 pm on the day of your ‘check in’. We will be delighted to meet you there. The office address is 4/155 Avoca St RANDWICK. Additional details about how to find us will be provided to you closer to your stay.

 

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 - just let us know and we will arrange for the keys to be available in a secure coded letter box on the outside of our office. This way you are able to collect your keys at any time of the day or night.

 

Can I collect keys earlier than 2:00 pm?

On some occasions it is possible to collect the keys earlier than 2:00 pm. However, unless you have previously arranged for an early check-in, you will not be able to access the property until the official check in time of 2:00 pm, as many of our properties will have guests vacating on the same day. In these cases the property requires a full service, check and a clean to ensure it is immaculate for your arrival. If you would like to collect the keys earlier than 2:00 pm please make a special request 7 days prior to your arrival and we will endeavour to arrange this for you.

 

Can I appoint someone else to collect keys?

Certainly. If it is more convenient for you, someone else can collect the keys on your behalf.

 

Will you deliver keys to me?

We are happy to deliver keys to you, but please ensure you arrange this with our team 7 days prior to your arrival. The following fees will apply:

After 9:00 am and prior to 6:00 pm                                                            $55.00
After 6:00 pm and before 9:00 pm                                                              $88.00
Weekend and public holiday
(Excluding Christmas Day, Boxing Day, Good Friday and Easter Sunday)   $110.00

 

How many key sets will I get?

We provide you with 2 sets of keys for your stay. They are expensive to replace so please take care of them.

 

What if I lose my keys?

If you lose the 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.

 

Will you deliver the keys if I lose them?

We will make every effort to deliver your new keys to you. The following delivery charges apply.

After 9:00 am and prior to 5:00 pm                                           $55.00
After 5:00 pm and before 9:00 am                                            $88.00
Weekend and public holiday (excluding Christmas Day)        $110.00

 

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?

If no other guest is arriving on the same day, it is possible to organise a late check-out. Late check-outs are not possible if another guest is arriving at 2:00 pm, as we will need to clean, refresh linen and do our appropriate checks.

 

What time would late checkout be?

Wherever possible, we can extend a complimentary late check-out to 2:00 pm. However this will need to be confirmed with the property's owner and organised in advance.

 

Can I stay later than 2:00 pm if I have a late flight?

We can arrange an extended check-out for you for a fee of 25% of the nightly rate. This is pending the next guest stay and we cannot block out that day for other guests on our calendar (i.e. it is not guaranteed that the property will not be booked for the next guest to check-in on the same day that you vacate it).

In these situations, we recommend booking an extra night to ensure your extended stay is guaranteed and you are not inconvenienced. Please note all extensions are at the property owners' discretion and will have to be approved by them before we can confirm with you.

 

Are our apartments serviced?

Our apartments are not serviced during your stay, however we are happy to arrange regular cleaning for you if you wish. This will include full clean, linen and towel change and stock replenishment. Simply contact us to arrange this. Charges will apply.

 

Do we provide internet access?

Yes! There is complimentary WiFi in all of our apartments, either via a router or a WiFi pocket.

 

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 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 ($110.00) 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.

 

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 10 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 $500 (or higher for some properties) is also required. Any excess cleaning charges/damages, telephone calls from the property phone or any payment shortfalls will be deducted from this amount. The balance will be refunded to you 2-4 weeks after your vacating of the property. This will be both charged and refunded to the credit card with which you paid for your booking.

Please note: As soon as the booking is received & confirmed you will receive an invoice.

 

What is included in our apartments?

Our apartments are absolutely fully furnished. They include quality linen and toweling, TV, and full or partial 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. As above, we will be happy to make our best efforts to organise a late/extended check-out for you where possible, or arrange an extra night's stay should you wish.