Terms & Conditions
While we try our best effort to make the rooms ready before 2:00 PM, we can’t guarantee the availability prior to our standard check-in time of 2:00PM. We would be happy to offer an early check-in if the availability allows us to. Please contact our reception to request for early check-in.
WHEN IS THE CHECK-OUT TIME? AND CAN I HAVE A LATE CHECK-OUT?
The check-out time is 10:00 AM. Please enquire with the front desk if you wish to request a late check-out. All late checkout requests are subject to availability.
HOW COULD I CHECK IN OUTSIDE RECEPTION OPENING HOURS?
If you expect to arrive after 6:30 PM, please contact [email protected] and we will email you instructions 24 hours out or provide instructions on how to access your room key or we may make special arrangements to meet you in person.
HOTEL CANCELLATION POLICY
All cancellation requests must be made in writing and must come from the email that is attached to your booking. Due to privacy reasons, we can only speak to the person who made the booking or if that is not possible the other person(s) named. For this reason, it is important to include the full names and mobile numbers of the rest of your travelling party. For data security purposes, we will ask for other information so we can be sure that the person we are talking is you or your travelling companions if we are unable to speak to you.
For reservations booked through our website, please contact our hotel reception to modify/cancel your reservation via email – [email protected]. We are, however, unable to modify/cancel reservations booked through a third-party website. We recommend you to contact the customer service of the online travel agent (OTA) where you made the booking initially.
If you have booked via an online travel agent (OTA) i.e. not directly via our website www.hotelballarat.com.au and the tariff you have booked is “non-refundable”, then as the name implies this is non-refundable. This means if you need to change dates this is not possible and a refund will not be issued for whatever reason. Be sure to book direct to get the best possible prices (save 12 – 15% off the rates) and enjoy a more flexible cancellation policy.
Unless otherwise stated, the standard cancellation policy is two days before your arrival (48 hours before arrival). If you cancel after the free cancellation period, the first night’s accommodation fee will be charged. All non-refundable bookings cannot be modified or cancelled.
It is the onus of the guest to carefully check your booking confirmation email once your reservation has been made. This includes the dates booked, the room tariff and the suite booked. The booking confirmation email is sent as soon as your details have been entered into the property management system. Please let us know in the first instance if you do not receive this. If the booking detail is found to be incorrect, please let us know so we can make the necessary adjustments. For all bookings (except for on the day walk ins) there is a 48 hours grace period. The hotel will not issue a refund if it falls outside this period.
NO SHOW POLICY
If you have made your booking on a non-refundable rate then full charges on the booking will apply as a No Show fee in case you do not arrive at the hotel. In case of a refundable booking, the last night of accommodation fee will apply as a no-show fee only if the hotel reception is informed that you will not be arriving. If the reception is not informed then the booking will still be kept active and you may be charged accommodation fees for the following nights.
BOOKING AMENDMENTS
In the event of travel plans changing, guests will have the liberty to amend their booking dates (subject to Hotel Cancellation Policy). Please note by doing this, hotel rates will fluctuate daily and booking dates that are adjusted will absorb the most current rate available on the day of the amendment.
EARLY DEPARTURES
Guests who have checked-in and are seeking an early departure from their booking will need to advise the hotel by 2 PM, 24 hours in advance in order to avoid paying the full room rate for that night. No refund will be offered if you decide to depart earlier than the dates of your booking.
HOW LONG CAN I STORE MY LUGGAGE IN YOUR HOTEL?
Please let our front desk team know if you wish to store your luggage. We can store your luggage between 9 AM to 6 PM. We are unable to store luggage overnight.
GROUP BOOKING POLICY
Bookings of two or more rooms will be classed as a ‘group booking’ and as such additional conditions apply: A full rooming list is required two days from arrival. Pre-payment in full is required 14 days prior to arrival. Bookings cannot be cancelled but can be amended once pre-payment has been made.
ROOM OCCUPANCY
Rooms are available overnight for a maximum of two adults. When travelling with children, please book a separate room as we are unable to provide a baby cot or an extra bed. When having guests to your room, no more than four adults are permitted in the room at one time. We also do not offer king single beds or trundle or rollaway beds.
BOOKING GUARANTEE AND PAYMENT
At the time of booking, a valid credit card will be required to secure the reservation. If you have booked a room that offer free cancellation if cancelled before two days prior to your arrival then the Hotel will take a pre-authorisation of one dollar at the time of making the booking and the same credit card will be charged on the day of your arrival before you arrive. The credit card will be charged at the time of making a booking if the booking is non-refundable.
CHARGING YOUR CREDIT CARD
The hotel has a policy of charging your credit card using a secure online portal before you arrive in order to have a smooth check-in experience including an option of an online check-in so you do not have to wait at our reception when you arrive. As your accommodation fee will be pre-paid, which means you can enjoy an express check and simply leave your keys at reception upon departure.
CREDIT CARD SURCHARGE
We apply a surcharge on any credit card transactions. A summary of the charges are as follows: Visa Fee – 30c, Visa Fee – 1.65%, Mastercard Fee – 30c, Mastercard Fee – 1.65%, EFTPOS Fee – 40c, AMEX Fee – 30c, AMEX Fee – 2.25%. Credit card charges are not refunded if you decide to cancel your booking.
RESTAURANT BABAE
Seasonal Dining Experience (Dinner) at Vera- $190.00 per person (food only)
Seasonal Lunch Experience at Vera- $90.00 per person (food only)
Please allow up to 3 hours for your Seasonal Dining Experience (Dinner) with us.
Credit card details will be required to secure your booking at the Restaurant. A $100 per person deposit will be charged to your card at the time of booking. Cancellations greater than 14 days from your reservation date will have your full deposit (less $25 admin fee) refunded. Cancellation less than 14 days from your reservation date will not be refunded. Please note, increases and decreases to reservations are subject to availability.
Advance notice is essential for all dietary requirements. Although we do our best to accommodate dietary requirements, we cannot guarantee all requests can be catered to and require a minimum 24 hours notice. We are unable to offer a vegan or dairy free menu at this time. Our restaurant team will be in touch should we need to discuss any of your requests.
Due to the intimate nature of our restaurant we are unable to accommodate prams or high chairs. Please also be aware we do not offer a children’s menu.
CURRENCY
All rates advertised on this website are displayed in Australian dollars.
SMOKING POLICY
Please be advised that the Hotel is 100% non-smoking including all rooms, balconies and public areas. A cleaning fee will apply if there is evidence of smoking in the rooms or public areas (AU$ 500 max).
LOST AND FOUND POLICY
Hotel Vera will store your personal belongings left in your room for the maximum duration of 15 days after you have checked out from the hotel. The hotel reception staff will make genuine attempts to contact you to inform you about the lost and found item after your departure and options to have it returned back to you. All postage/courier charges incurred for the return of the items will be billed to the hotel
guest. In case we do not hear back from you, the item will be disposed of after 15 days.
ROOM DAMAGE, THEFT, AND CLEANING POLICY
Guests that depart leaving their room in an unpardonable state that requires excessive cleaning and extra time will incur additional cleaning charges. This will be processed against their nominated card used to guarantee / to pay for room charges. Furthermore, any damages made by guests will be on-charged. The damage recovery fee will include labour and materials. Any items taken from the room on departure will also be on-charged at the cost of replacement. This shall be informed to you via email.
SECURITY AND EVICTION POLICY
Hotel Vera reserves the right to enter any guest room in the best interest of the security and/or safety of its guests and employees. The Hotel may evict a guest without warning or refund of their stay due to demonstration of, but not limited to the following: Intoxication, antisocial behaviour, physical or verbal abuse to staff and other guests, wilful damage to the room, hotel, and its contents, excessive noise, ignoring the advice or requests of Hotel Vera staff, smoking in the hotel, or exceeding the maximum number of guests in the room at any time.
EVENTS POLICY
Please note that Hotel Vera is an accommodation-only hotel and we do not offer our rooms for hire to host or will not allow any events hosted out of the rooms. Failure to adhere to this policy may result in eviction.
PHOTOGRAPHY POLICY
Any photography of our space for commercial or marketing use for another brand or company will need to be approved by the owners, General Manager or the Head of Guest Experience.
