Frequently asked questions
What times are check-in and check-out?
Our check-in time is 2:00PM, and our check-out time is 10:00AM. If you would like to check in earlier or check out later, please contact reception to check availability.
I’m arriving after hours. What is the check-in procedure?
If you are arriving outside of office hours, please let our staff know beforehand – we will be able to arrange an after-hours check-in for you. Please note that the first week of your stay (or full stay for shorter bookings) plus the bond must be paid in full before we are able to release your keys.
What is the “booking deposit” and how does it work?
A booking deposit equal to the first night’s accommodation cost is required in order to confirm your stay – this charge will be deducted from your credit card as soon as we receive your booking. If we are unable to take a booking deposit, you may forfeit your booking. If you cancel your booking within the terms of our cancellation policy, the booking deposit will be returned to you in full, less any credit card surcharges incurred.
Will I need to pay a bond? Is this different to a “pre-authorisation”?
Yes, we require a $200 bond or pre-authorisation before you check in to your apartment. This will be refunded to you in full (less any credit card surcharges) after your departure, provided that there is no incidentals, i.e. damage, additional cleaning charges etc. Please note that long-term stays may require a higher bond.
If you are staying for 4 nights or less, you will be asked for a “pre-authorisation” – this means that your bank will freeze the $200, which will show as a pending payment on your account. Your bank will automatically release this payment back to you within 5 business days or less.
If you are staying for 5 nights or longer, you will be asked to pay a bond (also known as a charge-back) – this means that we will take a payment of $200 and up to $500, which will be debited from your account. After your departure, this amount will be manually refunded to you in 5 business days or less.
ALT Serviced Apartments ‘No Party Policy’
Guest are prohibited from using the apartment for party purposes and congregations. Guest’s will be charged a $200 fee for security and administration services involved for the nuisances or disturbances caused to surrounding apartments.
What payment options are there? Are there any credit card surcharges?
We prefer payments via credit card or eftpos. However, we also accept cash payment.
Some credit card accounts and bank’s come with a 1.5% credit card surcharge. AMEX attracts a 3.5% surcharge. These charges can be avoided by paying on a Cheque or Savings account (PIN required).
What is our cancellation policy?
Bookings cancelled within 48 hours notice incur no cancellation fee, your booking deposit will be refunded to you in full. Bookings cancelled less than 48 hours notice incur a fee equivalent to the first night’s accommodation rate. No-shows also incur a fee of the first night’s accommodation rate.
Does my apartment come with a car space? What if I have more than one vehicle?
Each of our apartments comes with one secure covered car parking space. If you require additional parking or you are travelling with a high vehicle, please contact reception.
How often are the apartments serviced?
A weekly service clean is included in all bookings of one week duration or more. Extra cleans on request can be arranged at additional costs.
What amenities does my apartment come with?
Amenities include free Wi-Fi; access to the gym, sauna, sky garden and BBQ area; one secure covered car parking space; initial supplies of bathroom and kitchen necessities in your apartment.
Can I smoke in my apartment?
Smoking is strictly prohibited in all of our serviced apartments, and a $200 cleaning charge applies if you smoke in your apartment. We have designated smoking areas located in our sky garden and outside the building.
I am travelling with a small child or children. What bedding options are available?
Cots are available at $15 per night, rolloway beds are available at $22 per night. Please contact reception to discuss if you require either of these during your stay.
How many people can stay in an apartment?
For security and safety reasons, the maximum number of people per apartment is 4 guests. Please contact reception if you have any queries.
What are your office hours?
Our office is open 7 days: Monday to Friday from 8:00AM to 6:00PM, and weekends from 9:00AM to 4:00PM. If you have an inquiry outside of these office hours, please email or leave a phone message and we will get back to you as soon as possible.