Hotel Policies and Rules

SELF CHECK-IN

All of our venues are exclusively contactless self check-in with no reception or office and, the following must be completed the day before arrival or your self check-in could be delayed or refused. Before we can release the Self Checkin instructions and pass codes to your mobile phone number we must complete THREE steps to abide by our Hotel Policies and Industry Regulations.

STEP 1. PHOTO I.D.

Please provide a photo of your Drivers License or any Photo ID confirming your details for our records. (ID of the main guest only) and the full names of all other guests staying.

STEP 2. SECURITY DEPOSIT

Pay a Refundable Damage and Security Deposit. As per our booking policies, we require a security deposit prior to check in. By providing your credit card details and completing payment, you agree to observe our hotel rules and policies. Reimbursed in full via credit card within 7-14 days after check-out; subject to an inspection of the property for damage or theft and, that there has been no breach of the hotel rules or policies and, no malicious disregard of the Satisfaction Guarantee. CLICK-DIRECT PAYMENT LINK

STEP 3. SEND CONFIRMATION

Please txt or email your ID and a screenshot of the Security Deposit confirmation to:
SMS:
(also available on WhatsApp)
Email: book@herveybay.org

HOTEL RULES AND POLICIES [ Terms of Service ]

The condition of entry and by providing payment of the security deposit, you have agreed to observe all our hotel rules and consent to your credit card on file being charged for extra fees and penalties. We do not permit any illegal activities, theft of hotel property, pets, animals, abusive behaviour towards staff, making false claims, offensive language, prostitution, nudity, disturbing behaviour, parties, loud music or tv's, breaching curfew, un-registered guests on premises, exceeding the reservation occupancy, vaping (electronic cigarette) or tobacco smoking indoors or in none designated areas, contraband and drugs are strictly prohibited, eviction and penalties enforced. Guests will be held financially responsible for any theft, loss or damage to the room, furniture or facilities. You unconditionally give your consent for the hotel to charge your credit card on file a penalty of $250 or greater amount for property damage or theft, additional housekeeping and/or breaching any of our hotel policies and/or evict any guest that breach our hotel rules and curfew.

SECURITY

Hervey Bay is a safe community and for additional peace of mind, our compounds are fully secured (please ensure the entry door is properly closed). We have on-site staff 24/7 and an extensive AI camera system in all common and outdoor areas. Strangers or visitors are not permitted to enter the property, only registered guests.

CURFEW

As most of our guests are up early to attend tours, we have a 10pm Quiet Time (curfew) to ensure a peaceful sleep for all. Please set a sensible volume on the TV and If you are returning late from being out, be super quiet returning including, enjoying the outdoor areas.

NBN INTERNET

Our wifi internet is High Speed NBN. Please txt or call +61 418 539 652 if there is a service issue. Wifi Password: 0409555820

HOUSE KEEPING

When departing, please be kind to our house keepers and leave your BnB room or apartment neat and tidy with trash placed in the complex bins and if your accomodation included a kitchen, dishes washed please (or the security deposit maybe forfeit). Please be cautious when eating or drinking on the sofa, a house keeping surcharge of $250 applies to repair damage to furniture or for any additional housekeeping.

SMOKING

Vaping (electronic cigarette) or tobacco smoking is permitted out doors only. At the 549 the Apartments at the seating area loacated at rear stairs or carpark, the Cypress BnB the carpark and the Freshwater BnB in the courtyard. Please be respectful to not allow 2nd hand smoke to disturb other guests.

SATISFACTION GUARANTEE

We strive that every guest has a wonderful and memorable experience at our venues. Upon check-in, please inspect every aspect of the accommodation. If you ARE NOT fully satisfied with the amenities and standards we have provided, please call and we will arrange a full refund. This Satisfaction Guarantee is unique in the hotel industry however, is conditional upon you making the request within 15 minutes of check-in and that you have not disturbed or used anything requiring further housekeeping. In other words, if you do not 100% love what we have to offer, please do not checkin, providing a false or negative review / opinion after being given the opportunity to checkout with our Satisfaction Guarantee, will forfeit the security deposit and we reserve the right to enforce a further penalty of $250.

OUR RIGHT TO REJECT A RESERVATION

We reserve the right to reject any reservations if in our opinion, the individual/s are bitter Karen's and/or is a celebrity criminal, drugy, and/or is undesirable for our hotels and/or is person/s or an associate of a person listed on the Hotel Association BLACK LIST and/or is a resident of the region.

GUEST ONLINE REVIEWS

We welcome over 10,000 guests annually with 1000's of loving reviews and our venues are rated some of the highest in the State and the top 10% in the World. We are passionate about hospitality and we have dedicated staff and the owner of the business available 24/7 to attend to our guests needs and concerns. We also truly welcome helpful suggestions to improve our product and services but, only when communicated with us privately via txt message or a phone call, we welcome frank and honest communication. In part, this is the purpose of the Satisfaction Guarantee, if something is not to your personal liking or our hard working housekeepers have missed something, we will do ANYTHING to make our guests happy and rectify a problem or you have the choice not to check in and receive a FULL refund immediately. However, we do not appreciate our staff being publicly embarrassed online by coward Karen's that did not have the integrity to inform us directly of a problem at checkin or during their stay. Typically a coward Karen will publish an anonymous false or negative review with their pessimistic statements after checkout (in most cases ridiculous nit-picking opinions). The hotel industry is cracking down on this spiteful behavior that is a breach of the Satisfaction Guarantee we offer and our security deposit hotel policy; a breach that will forfeit the security deposit and an additional fee of $250. Unfortunately there is the 0.01% of guests with such dark malice, that they will even resort to extortion. The Hotel Industry has measures to prevent Karen’s from spreading their bitterness and the Hotel Association maintains a BLACK LIST so that all hotel managers and owners can quickly identify a ‘Karen’ booking at their venue and have the choice to refuse and cancel the reservation.

PRE-PAYMENT POLICY

Pre-Payment of the full amount will be charged to your credit card 30 days prior to checkin.

CANCELLATION POLICY

If cancelled 15 Days before arrival 100% refund, 8 - 14 days before arrival, 50% of the total amount will be forfeited / If cancelled 1 - 7 days before arrival, 100% of the total amount will be forfeited.