FAQs

What are the check-in and check-out times?

Check-in time is 2:00 pm. Check-out time is until 11:00 am.

What are your payment options?

The hotel accepts cash, EFTPOS, and all major credit cards. Credit card payments incur a merchant service fee of up to 1.4% in addition to the total amount payable.

What are your check-in requirements?

For a seamless arrival, please be informed of the hotel’s check-in requirements for all guests.

• Photographic identification
• Credit card matching the identification and for security deposit on arrival

Can you store my luggage if I arrive early?

Same-day arrivals and departures are welcome to leave their luggage with the Reception team.

What if I arrive late at night?

No worries, Reception is available 24 hours a day, 7 days a week.

Can I get an early check-in or a late check-out?

Early check-in and late-checkout are subject to room availability. Fees may apply. Please contact Reception for details.

Can I request a high floor?

A high level room is subject to room availability and is not guaranteed but we endeavour to accommodate requests where possible.

What is your cancellation policy?

No cancellation charge applies prior to 18:00, up to 1 day prior to arrival. Beyond that time, the first night will be charged.

Are pets allowed?

Unfortunately we do not allow pets, with the exception of service and medical animals.

Do you take group bookings?

Whether you need rooms for a conference or a family and friends holiday, we will be delighted to make your group stay as enjoyable as possible. Get in touch with our Room Sales team at +61 3 4247 2100 or email [email protected].

How many people can fit in one room?

The maximum occupancy per room is two (2) adults and two (2) children under 16 years of age. (subject to room type)

Accommodation and breakfast are free two (2) children under 16 years of age who are sharing the room with parents.

Do you have accessible rooms?

Yes, we do. Our accessible rooms have wheelchair accessibility, oversized wheel-in showers, grab rails, shower seat, and bathing controls. We also have rooms with visual and audible emergency alarms, especially catering to hearing and vision impaired guests. All accessible rooms are located close to lifts and interconnecting with rooms for carers.

Do you have interconnecting rooms?

Yes, we have several interconnecting rooms ideal for families and carers. Kindly put in a request when you make your booking and we will do our best to accommodate your needs.

Where are your drinking bottles?

To help remove single-use plastic from your experience, we have provided you with a set of cups. Please feel free to fill it up with fresh, safe, locally sourced tap water. Thank you for helping us care for the Earth.

Can I arrange a roll-away bed?

You certainly can. Please let us upon booking your room so we can arrange it. Please note that this is also subject to availability.

Can I smoke in the room?

The hotel has a non-smoking policy that includes cigarettes, e-cigarettes, and any other form of smoking. An additional cleaning fee will apply if guests smoke in their room during their stay. Please ask Reception for designated smoking areas.

Can I request additional room amenities?

You most certainly can. The following amenities may be requested: room slippers, dental kits, bath towels, and hand towels.

Is Wi-Fi available?

Wi-Fi is available in all public areas and is complimentary for guests, delegates, and visitors.

Upon check-in, our Reception team will provide you with the password via your online assistant Duve.

What time is breakfast served?

Buffet breakfast is served at Boccata from 5:30 to 10:00, 7 days a week.

Is there a gym or spa in the hotel?

The hotel has Higher State Health Club & Wellness Centre. You have complimentary access to:

• Health club
  • Gym
  • Virtual exercise classes
• Wellness centre
  • Infrared sauna
  • Compression recovery
  • 25-metre indoor heated pool

Please visit Reception to gain access. Please note that facials and massages are subject to charges.

How many restaurants do you have and what are they?

We have a total of three (3) dining venues:

• Boccata Restaurant and Wine Bar – Italian restaurant
• Small Holdings – artisan bakery and cafe
• Amber State Taphouse & Kitchen – opening Spring 2024

Do you offer airport transfers?

Complimentary hotel shuttle service is available for all staying guests. Booking is essential so please arrange the time with the Reception team.

You may also contact our Reservations team for booking airport transfers by emailing [email protected] or calling +61 3 4247 2100.

Do you cater for special occasions? Do you have complimentary gifts for offer?

For any special occasion, please contact the hotel directly at [email protected] to discuss your requirements so we can ensure the best possible experience.

What languages do the hotel staff speak?

Our dedicated team members speak a variety of languages including but not limited to English, Italian, Hindu, and Auslan.

Do you have a loyalty program?

ALL – Accor Live Limitless is our hotel’s complimentary lifestyle loyalty program. Enjoy a world of rewarding travel: earn and redeem points, access exclusive benefits such as the special Members’ Rate, and save on your stays. Join ALL – Accor Live Limitless and experience the extraordinary.

Do you have on-site parking?

Secure on-site undercover car park is available at the hotel. You have the option for self-parking or valet car parking.

For your convenience, we recommend reserving your bay prior to your arrival at the hotel by contacting our Reservations team by emailing [email protected] or calling +61 3 4247 2100.

How do I get to your hotel?

Please click below to see the map and directions to the hotel:

What are your parking rates?

Valet: $69
Casual Self-parking: $30
Conference & Events Delegates: $20

Do you have a Park and Fly Package?

If you are leaving your car with us whilst you are away, our Reservations team can assist you regarding our Park and Fly Package.

 Please contact our friendly team by emailing [email protected].