Please read these Terms of Service carefully as they form the basis upon which Smart Suites accepts bookings. By making a booking, you automatically accept all the Terms and Conditions outlined below. Smart Suites Pty Ltd. ABN 28 674 098 572 (Smart Suites) reserves the right to change and/or modify any of these Terms of Service at any time without notice. Changes will become effective immediately. Please check these Terms of Service periodically for updates.

Advance Bookings

Smart Suites will not guarantee or confirm bookings made more than 51 weeks (358 days) before arrival. Requests and quotes beyond this period may be possible, but no rates and availability will be guaranteed or confirmed. Smart Suites reserves the right to cancel or amend (with reasonable notice) any bookings made beyond this period.

Amenities and Personal Comforts

All suites include the following amenities (subject to change):

• Bedding linen, blankets, and pillows.
• Kitchen tea towels, dishwashing liquid, and dishwashing tablets.
• Washing machine laundry detergent.
• Bathroom amenities: shampoo, conditioner, body wash, and soap.

Arrival/Departure

• Check-in/arrival time is from 3:00pm. Early check-in before 3:00pm is subject to availability and cannot be guaranteed and will incur extra charges.
• Check-out/departure time is prior to 10:00am. Late departures or extensions will incur extra charges.

Security Deposit/Accidental Damage Insurance

Guests have the option to choose between two coverage options: Security Deposit Hold or Accidental Damage Insurance. The option selected will be binding for the duration of the stay.

Security Deposit Option

1. Guests may opt to have a security deposit hold placed upon arrival (the deposit will not be charged at the time of check-in). This deposit serves to cover any potential damage, theft, or excessive cleaning incurred during the stay.
2. A comprehensive inspection of the suite will be conducted after check-out. Any charges for damages, excessive cleaning, or other incidentals will be deducted from the held deposit.
3. The remaining deposit, minus any applicable charges, will be released within 24 hours of departure, subject to processing times by the guest's bank.
4. Guests hereby authorise Smart Suites to charge the credit card on file for any costs incurred beyond the security deposit amount.
5. Damage Reporting: Guests must report any pre-existing damage or issues with the suite immediately upon check-in by submitting photographic evidence. Failure to report such damage will result in the assumption that any damage found during check-out was caused during the guest's stay. If no damage is reported at check-in, the guest waives the right to dispute the origin of any damage found after their departure.

Accidental Damage Insurance Option

Alternatively, guests may choose to purchase Accidental Damage Insurance for a non-refundable fee. This coverage protects against accidental damage to the property or its contents during the stay, up to a limit of $500.
By selecting this option, guests acknowledge and agree to the following terms:

1. The insurance fee is non-refundable and will not be returned at the end of the stay.
2. This insurance covers only unintentional damage up to a maximum value of $500.
3. Intentional damage is defined as damage caused with deliberate intent or gross negligence. This includes, but is not limited to:
   1. Purposeful acts of vandalism, such as breaking furniture, fixtures, or appliances.
   2. Intentional misuse or deliberate damage, such as staining upholstery with substances that cannot be cleaned, or causing permanent damage to the property.
   3. Destruction of property or any action that clearly shows disregard for the safety, cleanliness, and condition of the property.
4. Unintentional damage refers to accidental damage that occurs despite reasonable care being taken. This may include incidents such as spilling a drink on a carpet, accidentally breaking a lamp, or other incidents that are not caused by negligence or malicious intent.
5. Damage Reporting: Guests must report any pre-existing damage or issues with the suite immediately upon check-in. This should include submitting photographic evidence to Smart Suites. Failure to report such damage will result in the assumption that any damage found during check-out was caused during the guest's stay. If no damage is reported at check-in, the guest waives the right to dispute the origin of any damage found after their departure.
6. In the case of damage, Smart Suites will make the final determination as to whether the damage is considered intentional or unintentional. This determination will be based on the nature and circumstances of the damage, as well as any available evidence (such as photos, reports from staff, or CCTV footage if applicable).
7. Guests agree that Smart Suites' ruling on the classification of the damage (intentional vs. unintentional) will be final and binding. This ruling will be made in good faith and with due consideration of the facts, and the guest agrees to abide by Smart Suites' decision without dispute.
8. Intentional damage, violations of house rules, or any damage exceeding the insured amount will not be covered by the insurance and will be charged to the guest.
9. If damage exceeds the $500 coverage limit, the guest will be responsible for the additional costs and authorises Smart Suites to charge the credit card on file for any amounts exceeding the coverage limit.

Guests may opt out of the Accidental Damage Insurance and choose the Security Deposit Option instead, subject to the Terms of Service. This choice must be made at the time of booking.

Cancellation Policy

Please review our cancellation and booking alteration policy carefully. By making a booking, you agree to abide by the terms outlined below.

For Guests Who Have Not Yet Checked In:

Short Stay (Less than 30 Nights):

• Full Refund: To receive a full refund, a guest must cancel or modify the booking at least 24 hours before check-in (3:00 pm).

• Cancellation Within 24 Hours: If a guest cancels less than 24 hours before check-in (3:00 pm), they will be charged for the first night of their stay and will receive a refund for all remaining nights and pro-rated taxes.

• Shortening the Stay: If a guest wishes to shorten their stay after the booking has been confirmed but before check-in, the refund will be for the unused nights after the first night, and taxes will be refunded accordingly, provided 24 hours' notice is given.

• Extending the Stay: If a guest wishes to extend their stay, the extension will be subject to availability, and the additional nights will be charged at the rate applicable at the time of modification.

Long Stay (30 Nights or More):

• Full Refund: To receive a full refund, a guest must cancel or modify the booking at least 30 days before check-in (3:00 pm).

• Cancellation Within 30 Days: If a guest cancels within 30 days of check-in, they will be charged for:

• 30 nights from the date of cancellation if the booking has 30 or more nights remaining, or

• All remaining nights if fewer than 30 nights remain on the booking.

• Guests will receive a refund of taxes for any unused nights.

• Shortening the Stay: If a guest wishes to shorten their stay after the booking has been confirmed but before check-in, the refund will be for the unused nights, provided 30 days' notice is given.

• Extending the Stay: If a guest wishes to extend their stay, the extension will be subject to availability, and the additional nights will be charged at the rate applicable at the time of modification.

For Guests Who Have Already Checked In:

Short Stay (Less than 30 Nights):

• Shortening the Stay: If a guest wishes to shorten their stay after check-in, they will be charged for the full duration of the original booking. A refund will only be provided if the guest provides at least 24 hours' notice before the new intended check-out date. No refund will be provided for unused nights.

• Extending the Stay: If a guest wishes to extend their stay after check-in, the extension will be subject to availability, and the additional nights will be charged at the rate applicable at the time of modification.

Long Stay (30 Nights or More):

• Shortening the Stay: If a guest wishes to shorten their stay after check-in, they will be charged for the full original booking unless notice is provided at least 30 days before the new intended check-out date. Refunds will be given for unused nights only if proper notice is provided.

• Extending the Stay: If a guest wishes to extend their stay after check-in, the extension will be subject to availability, and the additional nights will be charged at the rate applicable at the time of modification.

General Terms for All Alterations (Before and After Check-in):

• Availability: All booking alterations, whether shortening or extending, are subject to availability.

• Changes: Any alteration, including shortening or extending, may result in higher charges based on the new booking dates or length of stay.

• No Refund for Shortened Stays: If the alteration results in a reduction in the booking length, the guest is not entitled to a refund for unused nights unless otherwise specified.

Failure to Arrive:

• If a guest does not arrive by 11:00 PM local time on the arrival date without prior notice, the booking will be released, and any pre-payments will be forfeited. This includes cases where the guest fails to notify Smart Suites of a late arrival.

Car Parking

Car parking facilities are available at selected locations, subject to availability and additional fees. Enter the car park at your own risk. Smart Suites is not responsible for any damages or loss to your property.

Card Payment authorization & Surcharge

A 1.75% surcharge applies to online card payments, and 3.5% for internationally issued cards. This surcharge is subject to change.

To ensure the security of all transactions and compliance with our policies, guests are required to provide a copy of the front and back of the physical credit card used for payment prior to check-in. A valid form of government-issued identification matching the name on the credit card must also be verified before check-in. Failure to provide these documents may result in the refusal of check-in.

Smart Suites utilises a digital boarding pass system to process a security deposit, which may be taken either as a credit/debit card hold or a flat-fee damage waiver. We reserve the right to pre-authorise a card before check-in to validate its authenticity and safeguard against fraud. Pre-authorisations may cover potential charges during your stay, including any applicable security bond or incidental costs.

Credit Payment Authorisations

• I, the undersigned guest, authorize Smart Suites to charge the credit card provided for the full amount of the booking, including any additional charges for damages, cleaning, or other incidentals as outlined in these Terms of Service.

• Penalty for False Representation: I acknowledge that providing false or misleading information, including fraudulent card details or misrepresenting myself as the cardholder, will lead to the immediate cancellation of my booking, eviction from the premises, and additional financial penalties, including charges for all legal fees incurred by Smart Suites.

• Chargebacks & Fraud Prevention: Any chargeback or dispute initiated by the guest must be resolved directly with Smart Suites. Should a chargeback occur, I agree to cover the total booking amount, plus any administrative or legal costs incurred. Fraudulent chargebacks will be pursued legally, including the recovery of all associated fees.

Child Policy

• One infant under the age of 2 may share with their parents/guardians at no additional charge using existing bedding. Studio and 1 Bedroom Suites are limited to a maximum of two guests, including children and infants.
• Families with children are welcome. However, guests are advised that the properties are not fully childproof (e.g., stairs, hard surfaces), and close supervision of children is recommended during their stay. Parents and guardians are responsible for ensuring that children do not create excessive noise or disturb other guests, helping to maintain a peaceful and enjoyable environment for everyone.

Commercial Use, Photography, and Filming

Suites are for guest accommodation and enjoyment only, not for commercial or promotional activities. Any such activities are prohibited without prior consent.

Damage/Theft

The registered guest is responsible for any damages or theft during the stay. Additional charges may apply, and any deposits or pre-payments may be forfeited.

Emergency Service Fee

Guests agree to pay any Emergency Service Callout Fees for false alarms, including those triggered by smoking or cooking without using the range hood.

Eviction of a Guest

Smart Suites may evict a guest or visitors without warning for reasons including, but not limited to:

• Intoxication and unsavoury behaviour
• Overcrowding
• Physical or verbal assault
• Wilful damage to property
• Incidents requiring police intervention
• Safety threats
• Excessive noise
• Throwing objects from balconies/windows
• Smoking inside suites (a cleaning fee will apply)

No refund will be issued for early eviction, and the guest will be held responsible for any legal fees or fines incurred.

Failure to Pay 

If a guest fails to pay any amount owing immediately upon demand, Smart Suites reserves the right to deny access and request the guest to vacate the premises.

Force Majeure (Natural Disasters/Unforeseen Circumstances)

Smart Suites is not liable for any damages, delays, or cancellations caused by events beyond our control, including but not limited to natural disasters, government restrictions, pandemics, strikes, or civil disturbances. In such cases, refunds or rebookings may be offered at the sole discretion of Smart Suites, but no compensation for inconvenience will be provided.

Group Bookings

Group bookings (5+ suites) may be subject to different terms of Service, if so any changes to these terms will be communicated during the booking process.

Guest Courtesy

Please keep noise to a minimum to ensure a peaceful stay for all guests. Non-registered visitors must leave by 10:00pm each evening. Excessive noise, parties, or disturbances may result in a fine and/or immediate cancellation of the reservation without refund.

Housekeeping Suite Servicing

• For stays longer than 14 nights, suites receive a full service every 7 to 14 days, including a linen change, charged in addition to the booking price.
• No housekeeping is required for stays shorter than 14 nights.
• For mid-stay cleanings, Smart Suites is not liable for any personal possessions lost, stolen, damaged, or misplaced during the clean, so guests are expected to secure their belongings.

How to Reserve

Bookings can be made online at www.smartsuites.com.au or by contacting our Reservations Team. Bookings can also be made through travel agencies or third-party websites.

Internet

Free Wi-Fi is available at all Smart Suites premises with uncapped downloads and unlimited usage.

Limit of Liability

Smart Suites does not accept liability for any injury, damage, loss, delay, additional expenses, or inconvenience caused by events beyond our control.

Maximum Capacity Per Suite

• Studio Suite: 2 guests
• 1 Bedroom Suite: 2 guests
• 2 Bedroom Suite: 4 guests
• 3 Bedroom Suite: 6 guests

Minimum Length of Stay

Minimum length of stay requirements may apply during high demand or special event periods. Changes or cancellations are subject to a penalty.

Payment

Payment for the entire stay plus incidentals is required at check-in. Different payment policies may apply for high demand periods and group bookings.

Pet Policy

Pets are not permitted at any Smart Suites locations. Service Dogs are exempt.

Photographs and Descriptions

Descriptions and photos are accurate at the time of publishing but may change. Contact our Reservations Team for essential features.

Photo Identification

Valid photo ID matching the primary guest name must be presented at check-in. Acceptable forms include:

• Government-issued photo ID card
• Driver’s licence
• Passport
• Other government-recognised proof of age cards

Privacy and Data Usage

Smart Suites respects your privacy and is committed to protecting your personal data. By booking with us, you agree to the collection and use of your personal information in accordance with our Privacy Policy, which outlines how we collect, store, and protect your data.

For more detailed information on how we manage your personal data, please refer to our full Privacy Policy on our website: Smart Suites Privacy Policy.

Rates

All rates are quoted in AUD per suite per night and include GST. Rates are subject to change until a booking confirmation is received.

Right of Entry

Smart Suites may enter a suite if there is a legitimate cause for concern or if the guest has not been seen or contacted for some time.

Right to Refuse Entry

Smart Suites reserves the right to refuse entry to any guest for any reason.

Rubbish Removal

Guests are responsible for removing their rubbish daily. Garbage bins are provided on each building floor.

Security and Loss Prevention

Smart Suites is a secure environment, but we are not responsible for any personal possessions lost, stolen, damaged, or misplaced. For guest safety and security, Smart Suites employs video surveillance in common areas. These recordings are stored securely and will only be used for security purposes. By booking a stay, guests consent to being monitored in public spaces. Personal suites are not subject to surveillance.

Service Dogs

Service Dogs are permitted with proper identification. Please inform us in advance if travelling with a Service Dog.

Silent Bookings

Silent bookings are not accepted. Valid photo ID is required, and guest information is kept for auditing purposes.

Smoking Policy

Smoking is not permitted inside suites. Fines will apply. Smoking is allowed in designated outdoor areas.

Social Media Guidelines

Please read the Smart Suites Social Media Guidelines on our website before posting.

Special Requests

Special requests cannot be guaranteed but should be made in advance. Specific views, suite numbers, or floor allocations are subject to availability.

Suite Types and Allocation

Specific suite types are guaranteed, but suite numbers and floor allocations are subject to availability. If the reserved suite type is unavailable, a substitute of equal or greater value will be provided.

Third-Party Selling

Resale to third parties is not permitted without prior consent. This applies to group bookings and corporate rates.

Travel Insurance

We recommend all guests have appropriate travel insurance.

Unaccompanied Minors & Age Requirements

Guests must be 18 or over to book and register. Minors must be accompanied by a responsible adult. Unsupervised minors will result in immediate eviction.