TERMS AND CONDITIONS
The following Terms and Conditions apply to your stay with us.
The terms “we”, “our” and “us” refer to the Veriu Group which comprises Punthill Holdings Pty Ltd and Veriu Holdings Pty Ltd and includes, where applicable, their related bodies corporate and all current and former officers, employees and agents of the Veriu Group. The term “you” refers to you as the registered guest/s. The term “Hotel” refers to the specific hotel you have booked your stay with us. The term “Room” refers to the room, apartment or suite you have booked with us. The term “our website” refers to our official websites at punthill.com.au and veriu.com.au. Any reference to “$” on our website is a reference to Australian currency, unless stated otherwise.
It is important that you read these Terms and Conditions carefully as they form a legally binding agreement between you and us. We may, at any time acting reasonably, vary these Terms and Conditions by displaying the changes on our website. You agree to be bound by these Terms and Conditions as amended from time to time.
Staying with Us
In making a reservation to stay with us, you agree to:
· make a legitimate reservation on your behalf or, in the event you are making a reservation on behalf of another person or entity, with the full legal authority of that person or entity;
· provide true and correct information and details;
· provide a valid debit or credit card at the time you make your reservation; and
· be bound by any cancellation policy which may be applicable for your reservation; and these Terms and Conditions.
You agree that regardless of your length of stay with the Hotel there is no tenancy or other proprietary rights created under any laws. You understand that we grant you a licence to stay in the Hotel and use the Hotel’s facilities.
Check-In and Check-Out Times
You are welcome to check-in at the Hotel any time from 2.00pm on your arrival date but we do ask that you let the Hotel know in advance of the approximate time of your arrival. You are required to check-out of the Hotel by no later than 10.00am on your departure date.
If requested, we will use our best endeavours to accommodate an early check-in and/or late check-out time. Early check-ins and late check-outs might incur additional fees.
Children and Additional Adult Guests
All room types across the Veriu Group have maximum occupancy limits. Some room types can accommodate an additional person.
Persons under the age of 18 years must be accompanied by a parent, legal guardian or other responsible person over the age of 18 years.
If you have a child under the age of two years staying with you in the Room, a porta-cot can be arranged with the Hotel prior to your arrival. Cots are subject to limited availability. There is a $9.00 fee per cot per stay.
If you have a child under the age of five years staying with you in the Room, that child can stay in the existing bedding at no additional cost subject to occupancy limits. Alternatively, a rollaway or sofa bed can be arranged with the Hotel prior to your arrival. Rollaway and sofa beds are subject to limited availability. There is a fee of $50 per night per rollaway or sofa bed.
If you would like for an additional adult guest to stay in the Room with you, you may be charged a fee. Any additional adult guest must be registered against your reservation as an additional occupant of the Room. You are responsible for ensuring that your additional guest complies with these Terms and Conditions.
Payment and Identification
You are required to pay for the full room rate for the duration of your stay with us in advance of your arrival at the Hotel or when you arrive at the Hotel and complete check-in.
At check-in, you must provide a valid debit or credit card and a valid form of photo identification. The debit or credit card you provide at check-in should match the card that you provided when you made your reservation. Where the card holder differs from the registered guest, a digital authorisation form can be requested and completed by the card holder prior to the registered guest’s schedule stay with us.
The Hotel reserves the right to cancel your reservation if:
· you do not provide us with a valid debit or credit card;
· in the absence of a digital authorisation form completed by the card holder, the debit or credit card you provide to us does not match the details of the registered guest; or
· you do not provide us with a valid form of photo identification.
Please note, the Veriu Group operates cashless. It is for this reason that you are required to present a valid debit or credit card at check-in. Credit card payments are subject to a 1.5% surcharge per transaction.
The Hotel reserves the right to take a pre-authorisation at check-in. A pre-authorisation is a temporary hold placed on your debit or credit card. We do this to ensure that your debit or credit card account is valid and has sufficient funds to cover incidentals you incur during your stay with us. The Hotel reserves the right to place a hold on your card of up to one night’s stay. You will be notified at check-in if we
intend on placing a hold on your card. As a guide, any pre-authorisation is usually released within seven days of check-out, but this timeframe can vary depending on your financial institution.
The Hotel reserves the right to determine the availability and accessibility of its facilities such as pools, gyms, spas and/or business centres.
You (and your additional guest/s and invitee/s) are required to follow any posted rules, guidelines or instructions that might relate to the access and use of the Hotel’s facilities.
Save and except to the extent that we are reckless or negligent, you acknowledge and agree that your use of the Hotel’s facilities is at your own risk and the Hotel is not responsible for any injuries that you (or your additional guest/s and invitee/s) might sustain whilst using the Hotel’s facilities.
Save and except to the extent that we are reckless or negligent, you acknowledge and agree that you are responsible for any damage caused to the Hotel’s facilities from your use or misuse (or from the use or misuse of your additional guest/s and invitee/s) of the Hotel’s facilities.
The Hotel may, but is not obliged to, provide onsite and/or offsite parking facilities for your convenience.
The cost of parking onsite or offsite varies between hotels with the Veriu Group. From time to time, some of our hotels offer “Park & Stay” promotions where the cost of parking your vehicle is included in the Room rate.
If a carpark is assigned to you, you agree to park in your designated parking bay only.
Whilst the Hotel takes reasonable steps to ensure the safety and security of our onsite parking facilities, you are responsible for taking appropriate precautions to safeguard your vehicle/s and any belongings in your vehicle/s.
We do not accept any liability for any damage to vehicles or theft of items from vehicles parked at the onsite or offsite parking facilities. If you choose to use the Hotel’s onsite or offsite parking facilities, you do so at your own risk and you agree that the Veriu Group is not liable for any loss, damage or theft that may occur to your vehicle/s (or any belongings or items in your vehicle/s) while parked at the Hotel’s onsite or offsite parking facilities.
Smoking is forbidden inside the Hotel and the Room. If the Room has a balcony, you may smoke on the balcony provided that you utilise the ashtray provided and the door from the Room to the balcony remains closed at all times whilst you are smoking. If you are found to be smoking in the Room (or on the balcony with the door from the Room to the balcony open), you will be charged and you agree to pay an additional cleaning and sanitisation fee of $500 per stay.
Smoking is forbidden on the Hotel’s surrounding outdoor areas and courtyards unless those areas are specifically signed as designated smoking areas.
We ask that you consider other occupiers of the Hotel (or building in which the Hotel is located) when you are smoking on the Hotel’s grounds.
We have a strict no party policy.
Only registered guests are permitted to stay in the Room past 10.00pm.
The number of guests gathered in the Room past 10.00pm must not exceed the occupancy limit of the Room. Any person exceeding the occupancy limit of the Room (and not registered against the reservation as an additional adult guest) after 10.00pm will be considered a trespasser.
We ask that you consider and respect other guests staying at the Hotel by keeping noise levels to a minimum.
Any noise complaint received from a neighbouring guest room or neighbouring building will be investigated and, if found to be legitimate and unreasonable, you will be asked to leave the Hotel immediately. If this were to occur, your nightly Room rate will not be refunded.
We love all animals equally however, there are some species that we cannot accommodate during your stay. If you would like for your pet to stay with you, please contact the Hotel prior to making your reservation to ensure that we can accommodate your pet.
No restricted/prohibited animal species breeds are allowed to accompany you during your stay with us.
Please note, some of the hotels within the Veriu Group cannot accommodate pets due to Owners Corporation requirements.
If your pet is permitted to stay with you during your stay, you will be charged a non-refundable cleaning fee. Please contact the Hotel to obtain a full copy of our Pet Policy and Agreement.
Assistance animals are welcome at all times at no additional cost to you. If you will be accompanied by an assistance animal, we ask that you let us know in advance as it will give us an opportunity to ensure the Room is suitable.
Professional Photography, Filming or Recording
Under no circumstances during your stay with us are you allowed to photograph, film or record the Hotel or our employees, contractors or agents for professional, commercial or advertising purposes unless prior written authorisation has been obtained from us.
Different cancellation policies apply to different reservations within the Veriu Group. From time to time, we might offer non-refundable reservations which means your reservation cannot be cancelled and/or amended from the time you make the reservation. At other times we might offer 2.00pm cancellation reservations which means you can cancel your reservation without penalty up until 2.00pm on your scheduled arrival day or we might offer 48 hour cancellation reservations which means you can cancel your reservation without penalty up to 48 hours prior to your scheduled arrival date. At the time you make your reservation, you will be notified which cancellation policy applies to your reservation. You agree to be bound by the terms of the cancelation policy that applies to your reservation.
· you fail to cancel your reservation prior to the time specified on the cancellation policy that applies to your reservation;
· you fail to arrive at the Hotel for your scheduled stay with us; or
· your reservation is cancelled by us as you failed to provide us with a valid debit or credit card, completed digital authorisation form, or valid form of photo identification as the case might be,
you will be charged one full night’s rate of accommodation to the debit or credit card you provided when you made your reservation.
In the unlikely event that we are required to relocate your reservation, every endeavour will be made to offer you an alternate hotel within the Veriu Group. If such an option is available, you will be provided with detailed information about the alternate hotel at no additional cost to you.
If the offered alternate hotel within the Veriu Group is not suitable for your needs or preferences, an alternate property outside of the Veriu Group may be offered. In some cases, where payment has already been made to the Veriu Group, we will cover the difference in price between the original reservation with us and the alternate property reservation. At other times, you might be responsible for paying any difference in price between the original reservation and the alternate property reservation if you requested a specific alternate property.
If both the alternate property within the Veriu Group or alternate property outside of the Veriu Group are not suitable, your reservation will be cancelled, and you will receive a full refund of any money paid to us.
Reservation Errors and Fraudulent Activity
Sometimes errors happen when using technology. You might accidentally make a reservation with us for the incorrect dates or the third-party booking website you used to make a reservation with us might fail to deliver your reservation details to us.
You agree that we are not responsible for:
· any incorrect information provided by you at the time you make a reservation to stay with us;
· any technical or human error that might occur in the processing of any information by us if we assist you in making a reservation to stay with us; or
· any failure by a third-party booking website to deliver your reservation details to us.
You agree that we may cancel or modify any reservation where it appears that the reservation contains or resulted from a mistake or error. You agree that we may cancel any reservation if we reasonably believe it to be fraudulent or suspicious. You agree that we are not responsible for any loss or damage if your reservation is not processed or confirmed or is cancelled in these circumstances.
In the event a refund is due to you for any amount or reason, the Hotel will process that refund to the same form of payment that was used for the initial payment. This means that if the original payment was made using a debit or credit card, the refund will be issued back to the same debit or credit card.
In the event the original debit or credit card used for your reservation is no longer available, a refund will be processed via a bank transfer.
Verification of your identification and the debit or credit card used for the reservation may be requested prior to your refund being processed.
Please note, all fees, charges or penalties associated with the refund, including transaction fees or foreign exchange differences, may be deducted from the refund amount.
For reservations made through third-party booking channels or travel agencies, the refund will be subject to the terms and conditions of the respective channel or agency. You are advised to review the refund policies of your chosen booking channel or travel agency for more information.
Essential Services Equipment and Defibrillation Devices
All hotels within the Veriu Group are equipped with essential safety measures which are required by law and are designed to protect all occupiers of the Hotel (or the building in which the Hotel is located) in the event of a fire. Essential safety equipment includes fire detection and alarm systems, fire doors, emergency lighting and fire hydrants. In addition to essential safety equipment, some of the hotels within the Veriu Group are also equipped with defibrillator devices in the event an occupier of the Hotel (or the building in which the Hotel is located) suffers a cardiac emergency.
Tampering with or misusing any essential safety equipment or defibrillator devices is prohibited.
In the event you (or your additional guest/s or invitee/s) engage in any conduct that we consider intentional, reckless or negligent which results in the activation of the Hotel’s emergency system (in the absence of an actual emergency), the Hotel reserves the right to on charge to you any costs incurred by the Hotel as a result of emergency and other services responding to the alarm and you agree to pay all such costs in full. Those costs could include, but are not limited to, fees charged by emergency services for attending the Hotel and to the alarm, fees charges by the Hotel’s security for attending the
Hotel and to the alarm, damage to any essential safety equipment or defibrillator devices as well as any other costs and expenses reasonably incurred by the Hotel resulting from the false alarm.
Safety and Security
In the interests of safety, you are required to handle all keys, fobs, access cards and the like (hereinafter referred to as a key) with reasonable care and only use them for their proper use. If you misplace a key or your key is stolen, you must notify the Hotel immediately. After receiving notification, the Hotel will cancel any misplaced or stolen key and re-issue you with a new key. The Hotel reserves the right to charge you a key replacement fee for each key that is misplaced or stolen.
Zero Tolerance Towards Unacceptable Behaviour
We are committed to delivering exceptional experiences and maintaining the integrity of our accommodations whilst ensuring the health, safety and wellbeing of all guests staying with us, our employees, contractors and agents and any other occupiers of the Hotel (or building in which the Hotel is located).
We have a zero tolerance policy towards any person engaging in behaviour or conduct that is illegal (or reasonably perceived to be illegal); antisocial; intended to harass or discriminate against another person; aggressive, abusive, violent or creates a hostile environment; designed to make another person feel uncomfortable or unsafe; or poses a risk to the safety, security, or wellbeing of other guests, our employees, contractors and agents and any other occupier of the Hotel (or building in which the Hotel is located) (hereinafter referred to as unacceptable behaviour).
Unacceptable behaviour will not be tolerated.
You are expected at all times to behave in a respectful manner towards all other guests, our employees, contractors and agents and any other occupier of the Hotel (or building in which the Hotel is located).
If we believe acting reasonably you are engaging in unacceptable behaviour, we reserve the right to:
· cancel your reservation and any future reservation at the Hotel (or any other hotel within the Veriu Group) and any deposit paid will be automatically forfeited;
· terminate your stay with us and/or remove you from the Hotel (including surrounding outdoor areas and courtyards);
· decline any future reservation that you attempt to make at the Hotel (or any other hotels within the Veriu Group);
· refuse you entry, ask you to leave, and/or escort you (whether by security or a law enforcement agency) off the Hotel’s grounds or any other hotel within the Veriu Group;
· refuse you service;
· share any relevant personally-identifying information about you with other hotels within the Veriu Group that we believe is reasonably necessary to assist other hotels within the Veriu Group to identify you; and/or
· refer your conduct to the appropriate law enforcement agency for further investigation.
If you witness any other occupiers of the Hotel (or building in which the Hotel is located) engaging in unacceptable behaviour, we encourage you to report any such occurrence to the Hotel’s management team.
Loss and Damage
During your stay with us, you will be held financially responsible and liable for any loss or damage caused by you (or your additional guest/s and invitee/s) to our property, the Room and the communal areas at the Hotel.
Save and except to the extent that we are reckless or negligent, you understand that you use the Room at your own risk and you are responsible for any damage caused or injury sustained from your use or misuse (or from the use or misuse of your additional guest/s and invitee/s) of the Room.
The following Terms and Conditions relate specifically to your use of our website:
· we make no representation that the contents of our website complies with the laws of any country outside of Australia. If you access our website from outside Australia, you do so at your own risk and you are responsible for complying and abiding by the laws of the country from which you access our website; and
· from time to time, our website may provide links to other websites operated by third parties. We do not monitor websites operated by third parties and we are not responsible for the content of third party websites. We make no warranty that any third party website is safe or secure or that it is free from viruses or other potentially harmful content. Should you link to another website from our website you do so at your own risk.
In the event of circumstances beyond our control, including but not limited to, acts of nature, natural disaster, war, civil unrest, government actions, strikes, pandemics, or any other unforeseeable events (hereinafter referred to as a Force Majeure Event), the Hotel reserves the right to modify, cancel, or terminate your reservation and/or suspend or alter services or restrict access to the Hotel’s facilities.
In the event of a Force Majeure Event, if the Hotel cancels your reservation with us prior to your scheduled arrival date the Hotel will promptly refund any deposit paid by you. In the event of a Force Majeure Event, if the Hotel cancels your reservation part-way through your stay with us the Hotel will promptly refund your nightly Room rate for any cancelled night.
The Hotel will make reasonable efforts to notify you (using the contact information provided at the time of your reservation) as soon as practicable regarding any modification or cancellation to your reservation should a Force Majeure Event occur.
You agree that we shall not be held responsible for any loss, damage, inconvenience or expense incurred by you as a result of any Force Majeure Event.
Compliance with Local Laws
You must comply with all local laws and regulations. It is the responsibility of each guest to familiarise themselves with any applicable local laws and regulations.
Applicable Laws and Consumer Rights
We operate from Australia and we are governed by the laws of the Commonwealth of Australia.
Nothing in these Terms and Conditions is intended to exclude, restrict or modify rights which you may have under any law (including the Australian Consumer Law) which may not be excluded, restricted or modified by agreement (hereinafter referred to as Your Consumer Rights). Your Consumer Rights include the right for services to be fit for their specified purpose and to be provided with care and skill. You can find out more about Your Consumer Rights from consumer organisations and bodies such as the Australian Competition and Consumer Commission and State/Territory fair trading authorities or consumer protection legislation.
If any provision in these Terms and Conditions is found to be invalid, unlawful, or unenforceable, that provision is severed from these Terms and Conditions and the remaining provisions shall remain in full force and effect.
To the extent permitted by law and except to the extent in which we are reckless or negligent, you agree to release and hold us harmless from all expenses, costs, liabilities, claims, actions, proceedings, damages, judgments and losses of any kind whatsoever (including property loss and damage and damage for personal injury and death) arising out of; caused by; attributable to; or resulting from your reservation and your stay with us.