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BOOKING POLICIES

 

OCCUPANCY OPTIONS

  • Our Standard One Bedroom King Apartment rooms have 1 King Bed and can sleep 2 guests.

  • Our Executive One Bedroom King Apartment rooms have 1 King Bed and 1 King Sofa Bed and can sleep up to 4 guests.

  • Our Deluxe One Bedroom King Apartment rooms have 1 King Bed, 1 Single Bed and 1 King Sofa Bed and can sleep up to 5 guests.

  • Our Two-Bedroom Apartments have 1 King Bed & 2 Single Beds, 2 King Beds or 4 Single Beds and 1 King Sofa Bed and can sleep up to 6 guests.

 

Charges apply for making sofa beds ($40 king single and $80 king).

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CANCELLATION POLICIES
No one likes to cancel plans, but it does happen.  We try to have a system policy that is fairly flexible for the customer, but also is understanding that last-minute cancellations really affect other customers from booking rooms. 

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A cancellation fee of one night's accommodation will apply to any booking cancelled within 48 hours of the arrival time. If no arrival time is specified, 2pm will be considered the arrival time.

 

Cancellation fees will automatically be charged to the credit card provided or deducted from the reservation deposit.

  • Rooms cancelled more than 2 days before your arrival will be given a full refund.  Example: if you are meant to check in on Friday, contact us by Tuesday for a full refund. 

  • Rooms cancelled less than 48 hours before a reservation are subject to a cancellation fee equal to the first nights stay. If no arrival time is specified, 2pm will be considered the arrival time. During peak weekends and seasons, by booking a room you are necessarily preventing someone else from booking that room as we don't overbook our property.  If we are able to rebook your room, no fee will be applied, and we will refund your stay. If we are not very full (ie, an off-season week-day) and you have extenuating circumstances, then we will either refund your room entirely or give you a credit (full or partial) to be applied towards a future stay. 

  • If you fail to cancel or alter your reservation and do not show up, you will be charged for the first night of your booking, and the remainder of your stay will be cancelled.

  • If you must leave before your scheduled departure date, please understand that your unused room nights will be subject to the cancellation policy above. 

  • The above cancellation policy applies unless otherwise indicated by third booking parties. Example: if you need to cancel a so called ‘non-refundable room’ via Booking.com, we will charge you the full price of that booking.

  • All bookings made on our Best Flexible Rate are subject to our standard forty-eight (48) hours cancellation policy; any cancellation within 48 hours will incur charges equal to the total value of your reservation onto the credit card provided.

  • Bookings on our Stay and Save or Stay Longer and Save rate plans are non-refundable and full fees may apply for any cancellations and amendments. Please contact the property directly regarding any amendments to your booking.

 

CHECK-IN POLICY

Our normal check-in time is 2-8pm.  While this accommodates most of our guests, if you need to arrive before of after that time, we will do our best to make it work. Please just be aware of the following:

  • Being a Boutique Hotel we While we would love to be here 24/7 our reception can be unattended some moments during the day to allow for cleaning, errands, etc. We have a very small team and can't man the reception 24/7.

  • If you want to check in early, we will try to accommodate you, but it depends on when other guests check out and the order determined by the cleaning staff. We suggest making a note of this on your reservation and calling the morning of your arrival to check the status. Please note that Saturdays and Sundays are generally our hardest days for early check-ins as they are the busiest for cleaning. 

  • If you plan to arrive after 8pm, please advise us ahead of time and we will make sure you can access your apartment. Your room must be fully pre-paid in this instance and extra identification measures rules apply.

  • A $250 bond may be required upon arrival.

  • Bookings from areas within metropolitan Melbourne may not be accepted when made within 24 hours of arrival. Any bookings made without an address provided will not be confirmed until a valid ID and residential address is provided. The Hotel reserves the right to refuse entry on the above basis.  

 

ROOM CLEANING

We service your apartment every day. This means that we take out your trash, make up your bed and supply you with amenities. For guests staying 5 or more nights we tidy up the room and refresh linen every 4th day. Please speak with staff when you arrive to organise your room cleanings. NO SERVICING WILL TAKE PLACE ON SUNDAYS AND PUBLIC HOLIDAYS. Our friendly team however are still on-site for any requests to replenish items, refresh towelling and take out any rubbish.  

 

ROOM CHARGES AND DAMAGE

When you book online with us, our system keeps your card on file to cover any room charges and damage. Damaged furniture, linen and other property will be assessed and then billed to the customer at our replacement cost, which may include labour costs. We will always try to be transparent in our communication about damage to the rooms. Keep in mind that excessively soiled linens, carpets and furniture will be included as damages. By staying with us you agree to the property rules, including room charges and damages.  

  

PROPERTY RULES

No smoking of any kind inside any of the rooms. If you would like to smoke, you may do so outside in designated areas, provided it's not disturbing other guests. Please dispose of your cigarette butts in ashtrays.

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Quiet hours are from 10pm to 8am. During this time, we ask that you respect your neighbours and keep noise to a minimum. If we have to repeatedly ask you to quiet down, we will then ask you to leave the property and no refund will be given. 

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PET POLICIES

As pet owners, we totally understand the desire to travel with your furry friends. Therefore, we have limited designated Pet Rooms available. Please always ask for availability first as this information is not provided online. 

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If you bring your pet, we just ask that you be responsible for it and respectful of our property and other guests. In order to do that, here are a few rules: 

  • Due to allergy concerns and cleaning requirements, we have limited designated Pet Friendly rooms available. If you are travelling with a pet, please let us know ahead of time so that arrangements can be made.

  • A maximum of two pets are allowed per room.

  • A daily Pet Fee starting at $60 /NIGHT will be charged per room. 

  • Dogs must be leashed or under control at all times. Any unruly pets that cannot be controlled will be asked to leave. This includes incessant barking, damaging property and aggressive behaviour. This must be strictly adhered to. Failure to comply will result in immediate eviction.

  • Noise from barking, crying and/or whinging will not be tolerated.

  • Like any good owner, we expect guests to clean up after their pet and properly dispose of any waste.

  • Pets are not to be left unattended in the rooms AT ANY TIMES.

  • Guests are responsible for all property damages and/or personal injuries resulting from their pet. 

  • The hotel reserves the right to charge guest's account commensurate to the cost of such damages.

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IF YOU HAVE ANY FURTHER QUESTIONS, FEEL FREE TO CALL (03) 98200377 OR EMAIL STAY@SOYAHOTEL.COM.AU

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