Hotel Terms & Conditions

Thank you for choosing to stay at The Swan Valley Hotel (SVH). The following terms and conditions are designed to ensure a smooth, safe, and enjoyable experience for all guests.

By signing the guest registration form at check-in, you acknowledge and agree to these terms as part of your stay with us. Please note that these terms may be updated from time to time to reflect current operations and guest needs.

Bookings

General

Bookings can be made directly via our online booking platform at https://swanvalleyhotel.com.au or via affiliated online travel agencies.

Reservations are subject to availability and actual pricing at the time of booking. Any verbal quote given is an estimate only, is valid for a maximum of 24 hours, and is subject to written advice on confirmation of the reservation.

All reservations will be confirmed by email.

Payment

All accommodation bookings must be secured at the time of reservation by provision of a valid credit card. This credit card must be valid for the entire stay.

By providing valid credit card details you warrant that you have the authority to use the credit card and you authorise The SVH to charge to the credit card any incidental costs or penalties incurred by guests allocated to your room. Note that this applies to prior stays in addition to the current booking.

All credit card payments made to The SVH via the online payment system will incur a 2.3% non-refundable credit card service fee.

Cash payments are not permitted. We do not take cash for any services.

Identification

Upon arrival at The SVH, guests must provide Federal or State Government issued photographic identification for security purposes, i.e. passport or drivers licence. The information will also be requested via the Guest Portal and will be stored securely and according to our privacy policy. Failure to provide required identification may result in cancellation of the booking, which will be subject to our cancellation policy.

The reservation must be under the name of the person checking in, unless previously arranged and approved by management.

Check-in and Check-out

Standard check-in is from 2.00pm. Early check-ins are subject to availability and fees apply.

Standard check-out is prior to 10.00am. Late check-outs are subject to availability and fees apply.

A late check-out fee may apply if the property is not vacated prior to the standard or pre-arranged check-out time.

Late Arrivals

Guests arriving outside reception hours (after 5pm) must meet the following conditions:

• late check-in pre-arranged online or with reception and confirmation/instructions received in writing via email or the Message portal
• online check-in completed in full
• full payment charged and settled
• a copy of government ID submitted in the online Guest folio.

Cancellation Policy

Flexible Bookings: Changes and cancellations are permitted up until 10am, 48 hours prior to check-in at the hotel’s local timezone. Cancellations after this time will be charged full booking cost.

Non-Refundable Bookings: All non-refundable bookings require immediate payment and no refunds will be granted should the booking be cancelled, at any time.

No-Shows: Guests who fail to check in on the day of the reservation will be charged in full for booking cost.

This cancellation policy does not apply to group bookings or special events. These bookings will generally incur a cancellation fee of 50% of the cost of the whole stay.

We reserve the right to cancel a booking where it appears that a customer has engaged in fraudulent or inappropriate activity, or under other circumstances where it appears that the reservation contains, or resulted from, a mistake or error.

We reserve the right to cancel or amend bookings if they do not adhere to our terms & conditions.

The SVH reserves the right to cancel bookings based upon incorrect information being displayed in relation to price, inclusions, or service, at any point in time.

Refunds

Any issues/complaints relating to the following are not justification for cancelling a booking / checking out early with entitlement to a refund, without first providing management with the opportunity to resolve the situation:

• Items missing from room (eg towels, kettle, TV remote etc)
• Cleanliness issues in room or around the property
• Excessive noise
• Facility issues (e.g. TV / air conditioning not working)

If a room is deemed out of service and this is caused by a fault or issue that cannot be resolved by The SVH, the guest will be moved to an equivalent room, or upgraded to the closest available room type at no cost to the guest. A part refund (equivalent to the difference in the room rate) may be provided in the event that an equivalent or higher standard room is not available.

In the event that The SVH cannot provide accommodation as previously confirmed for whatever reason, the hotel will undertake to relocate guests to a comparable alternative property at its absolute discretion with no additional cost to the guest. Should the guest wish to choose a property of higher standard than offered, the guest will be required to pay any price difference. Should the guest not wish to accept the relocation a full refund may be granted.

No refunds will be given after check-in for early departure as a result of change of plans, or if management has not been given the opportunity to rectify an issue/complaint.

Occupancy:

Standard occupancy for each room type must be adhered to. Additional guests up to the maximum allowable occupancy will be charged at $50 per person per night. Guests in excess of the maximum allowable occupancy will not be admitted to the room.

Note that children cannot be booked in a room without a parent or guardian. The property has the right to refuse any booking, when the legal guardian over 18 cannot provide current photo ID when requested on check-in.

Hotel Facilities, Services and Amenities

If any feature or facility is essential for the guest in choosing a particular room, we recommend contacting the hotel prior to booking. The SVH cannot be held liable for omissions or errors if the property’s facilities and services are unavailable to guests either temporarily or permanently. The hotel will aim, where possible, to provide current updates on our website of any facilities that are under repair or closed to guests.

Photos shown on the website are indicative only and may not specifically represent the exact room allocated to you.

Destination images featured on The SVH website may not represent the views offered from our location.

Accommodation facilities listed may not apply to all room types.

Room Keys

Room keys are issued to the registered guest(s) and only to those aged 18 and over.

Lost or damaged room keys will incur a charge of $25 for a replacement. ID matching the booking name must be provided to authorise a replacement.

After hours call-out fees applies in the instance a guest is locked out of their room.

Housekeeping

Housekeeping is provided daily between the hours of 8am to 2pm.

To assist with reducing our energy footprint, we have revised a few of our housekeeping services and ask guests to follow our lead. For guests staying multiple nights, bed linen and towels are changed on the 3rd day of the booking, unless otherwise requested by the guest. If housekeeping is unable to change bedlinen due to personal items being left on the bed, a note will be left and the service can be arranged by contacting reception.

A Do Not Disturb sign will be honoured for a period of 24 hours, after which time housekeeping or management may enter the room to verify the condition of the room. (Note that management reserves the right to enter a room with a known status of Do Not Disturb in the event of an emergency, or to address or prevent a violation of our hotel policy).

WIFI

The SVH offers free Wi-Fi access to all guests during their stay. Wifi information is found in each room.

The SVH cannot be held responsible for non-availability of the internet network, inability to access the website, external intrusion, computer viruses, or non-authorised online transactions using our Wi-Fi.

Parking

Parking for registered guests is provided at no cost, however all vehicles must be listed on the registration at check-in.

All vehicles are parked at the risk of the owner. The SVH shall not assume liability or responsibility for any vehicle, occupants, or contents while operated or parked on the hotel property.

If a vehicle is left in the hotel parking lot after the guest has departed without the written consent of the hotel, the hotel reserves the right to have the vehicle towed at the owner’s expense.

No vehicle repairs are to be done on hotel premises.

Lost and Found Policy:

The SVH assumes no liability for lost, misplaced, stolen or damaged valuables or belongings. If an item has been lost or left behind, guests can contact reception or use the Messaging option in the Guest Portal, and we will try to assist. Items found by housekeeping after departure will be logged and kept in a secure location for up to 14 days, during which time we will attempt to contact the guest via the Guest Portal. Perishable items, underwear and toiletries will be discarded immediately; other items will be discarded or donated if not claimed after 14 days.

Pool Towels

Additional towels can be requested from reception for the currently advertised cost.

House Rules

Entry into hotel rooms is subject to the completion of a Guest Registration form. The nominated guest is liable for the cost of any and all penalties relating to breach of house rules, breach of contract and specifically, damage by themselves or their visitors during their stay.

Parties and Excessive Noise

In the interest of quiet enjoyment and respect for all guests at The SVH, a strict no party policy applies. We reserve the right to immediately evict all occupants of the room if management deems a gathering to be affecting other guests’ experience.

All guests are expected to be respectful of other guests at all times, and to limit noise in rooms and in common areas between 9pm and 7am.

Pets

With the exception of Sight and Hearing assistance dogs, ALL pets are strictly forbidden inside guest rooms. Any guests breaching this rule will face immediate eviction without refund and additional cleaning fees may be charged for any soiling or damage incurred.

Smoking, Candles, Incense etc.

Smoking of any kind is prohibited, as is the use of candles, incense, essential oils etc. An additional fee may be charged in the event that a room requires additional cleaning or deodorising.

Smoking is only permitted in designated areas and beyond 5m from any hotel building.

Illness ad Epidemics

The SVH reserves the right to refuse accommodation to a guest arriving with a contagious disease.

In cases where sickness occurs during the stay, please notify reception staff. In case of serious sickness, you may be requested to receive appropriate health care from a nearby healthcare facility. If an ambulance is called by a guest or an employee for a guest of the hotel, the patient is liable for all costs relating to the ambulance call-out.

During epidemics we are entitled to employ precautionary measures within our judgement or as required by local authorities.

Damage to Hotel Property

Any excessive soiling of, or general damage to hotel property may incur fees to cover the cost of cleaning or repair. This includes but is not limited to furniture, linen, soft furnishings, fixtures and fittings, walls, floors, ceilings, gardens and fences.

In cases of excessive damage, management also reserves the right to charge a fee equal to the daily room rate until the room has been returned to its saleable condition. Extreme cases may result in criminal charges being pursued.

Child Policy

Children of all ages are welcomed, however must supervised by an adult at all times.

Fire Safety Policy

The hotel is fully equipped with smoke detectors; fire safety information is in guest room folios; and emergency evacuation plans are on the back of the doors in each guest room. Please take the time to review this important information.

Due to fire regulations, management must be aware of the number of guests in each room.

No candles or open flames are permitted.

Should the Fire Alarm be activated intentionally in the absence of an emergency, the cost of Emergency Services attending will be charged to the guest.

In case of emergency, please notify reception and call 000.

Right to Refuse Service

The SVH is privately owned and operated. We reserve the right to refuse service to any person for any reason, including that which does not violate federal or state laws. In addition to refusal to abide by the House Rules as outlined above, management may remove a person from The SVH, without refund, for any of the following:

• refusal or failure to pay for accommodation
• being under the influence of alcohol, drugs or any other intoxicating substance
• acting in a disorderly fashion resulting in the disturbance of other guests
• use of the hotel for unlawful purposes
• bringing into the hotel any firearms, fireworks, or items including explosive, hazardous or toxic substances, that is unlawful to possess and/or that may be dangerous to other guests or staff
• abuse or threatening to harm hotel property, guests or staff

Disclaimers

Limitation of Liability

Notwithstanding anything contained in these terms and conditions to the contrary, The SVH and its affiliates shall not be responsible for indirect damage, damage arising from consequential damage or special circumstances, including but not limited to loss of revenue, loss of profit, loss of use, loss of opportunity, arising out of the performance or non-performance of obligations under these terms and conditions.

The SVH strongly recommends you purchase comprehensive travel insurance. We suggest that the policy include, but not limited to, the following coverage – loss of payment through cancellation, loss or damage to personal baggage, loss of money and medical expenses.

Force Majeure

Guests and hotel representatives of The SVH are allowed partial impossibility in an agreement, where the performance of the agreement by either party is subject to acts of God, war, terrorism, government regulations, natural disasters, strikes, civil disorder, banking procedures, and/or curtailment of any kind of travelling beyond the control of the parties making it inadvisable, illegal, or impossible to fulfil some or all of the agreement. Any agreements, contracts, quotes and reservations may be terminated without penalty for any one or more of such reasons by written notice from one party to another.

Privacy Statement

The SVH has a strict policy for handling guest information. The information you provide to The SVH is confidential and fully protected where possible, in line with privacy and information security policies.

The SVH will not disclose or distribute guest information to third parties without prior written consent by the guest, or unless we are required to by law.

Please refer to our Privacy Policy for additional information on how we protect your privacy.

Thank you and enjoy your stay!