Do you have a question?

General Hotel Details

Is parking available?

Most of our hotels have on-site or off-site parking available. Charges may apply and availability may be restricted, so be sure to book early to ensure you don’t miss out.

Speak to our Central Reservations team and they’ll be able to give you all the details about parking at your chosen location.

What are the hotel’s contact details

Your best and easiest point of contact for all enquiries is our Central Reservations team; you can call them on 1300 964 821  or email info@veriugroup.com.au

If you need to reach the hotel directly, please have a look at the FAQs section of the hotel you are after.

What are the reception’s operating hours?

Reception operating hours vary at each of our hotels. Please get in touch with the hotel you are interested in during business hours to get the most up to date opening hours.

How do I get to your hotel from the airport?

There are a few transportation options to and from the Airport:

MelbourneSkybus: Information on ticketing and scheduling is available on www.skybus.com.au

Sydney – Airport Link: Information on ticketing and scheduling is available on www.airportlink.com.au

BrisbaneAirTrain – Information on ticketing and scheduling is available on  www.airtrain.com.au

Alternatively, follow the pick up/share signs for taxis and rideshare services.

Do you have rooms/apartments with accessible features?

The majority of our hotels have a few rooms with accessible features. Their availability is limited and must be requested directly to confirm.

To enquire about a particular property, please speak to our Central Reservations team on 1300 964 821 or email your enquiry to info@veriugroup.com.au.

What time is check-in / check-out?

At all our hotels, check-in is from 2 pm and check-out is by 10 am.

If you require flexibility around those times, please mention it to us when making your booking and we will do our best to accommodate your request.

Are the apartments serviced daily?

Yes, in most cases the apartments are serviced daily unless otherwise stipulated on your confirmation. Please refer to your booking confirmation.

Are your rooms & apartments non-smoking?

All our rooms and apartments are non-smoking.

Can I store my bags at reception on the day of arrival and the day of departure?

Yes, bag storage is available at all our hotels.

Please check the hotel’s operating hours to ensure you that you come during the opening and prior to closing.

Are portacots and high chairs available ?

Yes, please advise us no later than the day before your arrival if these items are required.

Both portacots and high chairs are available at all our hotels free-of-charge.

What are the room sizes?

Room sizes differ in each hotel. All are listed on our website for your reference.

Please contact us directly for further information on 1300 964 821 or info@veriugroup.com.au

Are there laundry facilities in the room?

All our 1, 2 & 3 bedrooms have laundry facilities in the room, some of our hotels also offer communal laundry facilities.

If booking any other rooms types, we kindly ask that you check with the hotel regarding laundry facilities.

I noticed there are bikes on offer at your hotels, are these available for guests?

For those hotels that do offer bikes, these are available for guest use on a first in first serve basis. Bike locks and helmets are available also.

Group Bookings

How do I make reservation for a group?

For group enquiries of 5 or more rooms/apartments, please email your request to info@veriugroup.com.au or call 1300 964 821 and speak with our dedicated groups’ coordinator who will be able to assist you further and tailor your group stay.

Hotel Facilities

Is there a gym for guests?

Some of our hotels have an on-site gym or affiliated off-site gym for guests to use during their stay. Please check with the hotel reception or Central Reservations team at the time of booking and they will be able to advise.

Is there a pool for guests?

Some of our hotels offer indoor or outdoor swimming pools, some have heated spa pools, some don’t. Please check with the hotel reception or the Central Reservations team at the time of booking and they will be able to advise.

Is WiFi available at the hotel and is this included?

Yes, Complimentary WiFi is available in all our hotels.

Does the hotel have a lift?

Yes, all Punthill and Veriu hotels have a lift on site.

Long stay bookings

How long do I need to book to get the long stay rates?

If you book 14 nights or over, you could get some really special long stay rates only available when you book direct with us.

Speak to our Central Reservations team today to find out more.

Do I still get housekeeping?

It all depends on what you need. Long stays usually get one weekly clean included, but depending on what you need and your budget, you can either get more regular housekeeping or none at all.

Can I bring my pet?

Most of our hotels allow long stay guests to bring their pets with them. Some conditions may apply, please speak to our Central Reservations team and they’ll be able to let you know all the details.

Will I be comfortable on an extended stay?

Most of our rooms and apartments are spacious, come fully-furnished with fully-equipped kitchens including pots, pans, cookware and dinnerware; most of our apartments also include a washing machine and dryer, so you can live in them comfortably on a long stay, just like you would be at home!

Do you offer discounted rates for long stay bookings?

Absolutely! All of our hotels’ rates are discounted for long-term accommodation.

Please contact our Central Reservations team on 1300 964 821 or by emailing info@veriugroup.com.au for a quote.

Meetings & Events

How do I make a booking for the meeting and events room?

Please call us on 1300 964 821 to discuss our available conference packages.

Alternatively, please send your enquiry to info@veriugroup.com.au and our dedicated conference and events coordinator will be able to assist you.

Is there a minimum number of delegates required for the delegates’ packages?

There is a minimum of 15 people for both Full and Half Day Delegate Packages. For catering, there is a minimum spend of $160.

Please call us on 1300 964 821 or email info@veriugroup.com.au to inquire further or view the packages available.

Is the A/V equipment included?

Yes, data projector & screen (TV Screen for Veriu Green Square), flip chart, whiteboard and WiFi are included.

Do you offer catering options for dietary requirements?

Yes, dietary requirements can be catered for when holding a meeting or conference. Please call us on 1300 964 821 or email your inquiry to info@veriugroup.com.au.

Do you offer food and drinks catering for meetings and events?

Food and beverage catering is available when booking a meeting or event. For a full catering menu please call us on 1300 964 821 or email your inquiry to info@veriugroup.com.au.

Is car parking available for meeting and events guests?

There is limited on-site car parking, one car spot is guaranteed for the organisers and additional spots are subject to availability only.

Policies

Do I need to provide a deposit upon check-in at the hotel?

Each hotel has its own pre-authorisation requirements. Please check with reservations at the time of booking on the security deposit requirements for your nominated hotel or refer to the terms and conditions on your booking confirmation.

If I have made my booking through a third party website, how can I cancel or modify it?

You will need to contact the third-party provider through which you made the booking to cancel or modify your reservation. Most third party providers will allow you to do this online unless you have booked a non-refundable rate.

What is your cancellation policy?

Our cancellation policies vary depending on the rate booked. Please refer to the cancellation policy on your booking confirmation for full details. Alternatively, you can contact us directly to enquire about the cancellation policy attached to your booking.

If someone else is arriving before me, can they check in on my behalf ?

You will need to register this person as a guest. If your booking has been made through a 3rd party provider, you will need to register the guest directly through the platform in which you booked prior to their arrival. The guest will be asked for identification and a valid payment method on arrival unless as a payment authorisation has been provided by the person who originally made the booking.

Do you accept debit cards?

Yes, however, the hotel may ask for an additional credit card for security bond/pre-authorisation purposes.

Can I pay by cash?

Yes, however, the hotel may ask for a credit card for security bond/pre-authorisation purposes. You may also be asked for a $500 -$700 cash bond if you do not have a credit card.

Can I pay by bank transfer?

A bank transfer payment is possible, please call us directly or email us at info@veriugroup.com.au. A proforma invoice can be issued; remittance advice is required prior to arrival as proof of payment.

Please note a valid credit card is still required on check-in for a pre-authorisation.

I am waiting on a refund, how long does this take to process?

If you are entitled to a refund directly from Punthill or Veriu this is refunded in the same form the inital payment was made.

Credit card refund usually takes 5-7 business days once processed. Please note: if a payment has been made via a third party and not the hotel directly, please contact the third party for any refunds.

Is there a surcharge for credit card payments?

There is a flat fee of 1.5% for all card payments. No surcharge applies for payments made in person using a cheque or savings account.

What is required during check in?

The person whose name is on the booking must be present during check-in with valid photo ID and the matching credit card which was used to book the accommodation.

If this has been paid by a company credit card or a third party, please call prior to arrival obtain a “Credit Card Authorisation Form” to ensure the validity of the payment method.

What is a credit card pre-authorisation?

A pre-authorisation is a hold on funds by the bank. The hotel requests that the bank holds these funds as a guarantee on the room. A hold of funds in the form of a pre-authorisation is a standard industry practice to protect the hotel against fraud and property damage.

Funds are typically held for 3-7 working days, depending on the financial institution who issued the credit card. Please ensure you have sufficient funds to cover the pre-authorisation for this period.

Reservations

If I have made a booking on behalf of someone else, how do I proceed with payment?

If you intend to book and pay on behalf of someone else, please contact us on 1300 964 821 or on info@veriugroup.com.au to obtain a “Credit Card Authorisation Form”.

Can an unaccompanied minor stay at you hotel?

Persons under the age of 18 must be accompanied by a responsible adult or legal guardian.

Can children stay for free?

All children are welcome. One child under 3 years stays free-of-charge when using existing beds. One child under 4 years is charged $9 per night in a child’s cot/crib. Children 5 years or older and/or who require additional bedding are charged at $45 per night.

Additional bedding is dependant on the apartment type and must not exceed the maximum number of guests per apartment.

Can I speak to a real person?

Definitely! You can contact our friendly Central Reservations team on 1300 964 821.

Do I need a credit card to make a reservation?

Yes, typically a credit card is required at the time of booking unless you wish to arrange a bank transfer.

Bank transfers need to be made at least 4 to 7 business days prior to the check-in date to ensure the funds are successfully received.

How can I make a reservation using my corporate rates?

Please contact our Central Reservations team on 1300 964 821 or email info@punthill.com.au
If you are interested in becoming a Corporate Partner and enjoy all the benefits attached, please check our Corporate Travellers page.

I found a cheaper rate online, do you price match?

You will always receive the best and lowest available rates when you book directly with our Central Reservations team or the hotel.

Please, call our Central Reservations team on 1300 964 821 – they will be able to assist you with booking the best rate available.

Do you offer a rewards program?

We have a free Punthill & Veriu members email signup on our website that will give you great perks and exclusive deals when you book direct.

Can I redeem my frequent flyer points when making a direct reservation with you?

We are not currently affiliated with any airlines’ points program.

What are you reception opening hours?

Reception hours vary depending on each hotel. We kindly ask you to contact the hotel you are interested in during business hours to get the most up to date operation hours.

I am arriving after reception hours, how do I check in?

Please get in touch with the hotel or our Central Reservations team to organise your after-hours arrival.

Special Requests

Can I have an early check-in?

Early check-in can be requested and will be added to your reservation. We will try our very best to accommodate requests, however, check-in cannot be guaranteed before 2 pm.

Can I have a late check-out?

You can certainly put a request for a late check-out. Your request will be granted based on availability and we cannot guarantee this at the time of the reservation. Please speak to the host at reception when arriving, they will be able to indicate a time if available. Charges may apply.

Our standard check-out time is at 10 am.

Can I smoke on the balcony of my apartment?

All apartment types are non-smoking. Smoking is only permitted for those apartment types offering a balcony, using the ashtray provided and the balcony door is closed.

Please note – fees apply for smoking were not permitted.

Can I get a parcel delivered to the hotel during my stay?

Yes, we do however kindly request you notify us prior to ensure safe handling of your items.

Do you provide bath robes and slippers?

These items are not provided  – bath mats and towels are provided.

Do you provide toothbrush and tooth paste?

These items are not provided in our rooms – bathroom amenities provided include, shampoo, conditioner & soap bars.

Can I ask for a quiet room?

Yes, and we will try our best to accommodate this for you. Please be advised this is subject to availability.

Can I get a wake up call?

Yes, this can be organised with the reception desk during your stay.

Are your hotels pet friendly?

Most of our hotels are, but conditions apply. For full details of our Pet Policy, please inquire at info@veriugroup.com.au.