ELLEN HOTEL TERMS & CONDITIONS
Please take time to read these terms and conditions governing Ellen Hotel and provision of accommodation in general.
All bookings are made subject to these terms and conditions and the person making the booking will be deemed to have accepted these Terms
and Conditions from the time of initiating the booking on behalf of all persons who will be staying at Ellen Hotel under the booking.
PHOTOGRAPHIC IDENTIFICATION
When you check in you will be asked to provide photographic identification. We may retain your photographic identification details after your
departure.
If you are unable to provide such identification your booking may be cancelled and you may be liable to pay Ellen Hotel an amount equal to the
full booking amount plus any other costs incurred by Ellen Hotel in connection with the booking. Accordingly, any pre-payment you have made
in relation to your booking will be forfeited to Ellen Hotel under this term.
BOOKINGS / QUOTES AND RESERVATIONS
Bookings are subject to the availability and applicable pricing at Ellen Hotel at the time of the booking and some conditions / exclusions may
apply including but not limited to minimum stay requirements.
Any quote given is an estimate only of price and the price will only be confirmed once payment is made on the booking.
Any confirmed price is subject to change if:
• A payment that is due on a booking is not received by Ellen Hotel by the date the payment is due.
• Any details relating to your booking are amended, for example your dates of stay, your room type or the number of persons staying
under your booking
If you reasonably believe a written confirmation or invoice that has been provided to you is incorrect, you can request that Ellen Hotel reissue
that written confirmation or invoice and you may either pay the amount specified on the reissued written confirmation or invoice by the date that
it is specified as being due, or cancel your booking.
Ellen Hotel accepts no responsibly for monies paid by you to a travel agency until cleared funds are received in the bank account of Ellen Hotel.
PAYMENT
All standard bookings require full payment must be received at the time of booking. If payment is not received by the due date, Ellen Hotel
reserves the right to cancel the booking and any monies paid by you in relation to your booking will be forfeited to Ellen Hotel.
Once final payment of your booking has been made confirmation of your booking will be sent via email or post to the email or postal address
you provided at the time you made the booking.
You agree that any charges for services to you, not billed at the time of your departure, may be added to your account for settlement as arranged
or may be charged to the same credit card used to pay the account at the time of departure or to the credit card used to guarantee payment of
your account.
RATES & CHARGES
The currency applicable to any quoted rates will be specified with the quoted rate. All quoted rates are subject to change at any time until full
payment is received.
Quoted rates are inclusive of all compulsory government or regulatory charges and taxes (for example GST) where applicable.
Quoted rates do not include transport or items of a personal nature including but not limited to laundry, telephone, taxis, room service, meals or
transfers.) Unless otherwise indicated.
Some rates that are quoted are valid only for a minimum number of nights and if the number of nights included in your booking changes the rate
may also change.
You agree that you will pay to us the room rate for each day that you stay and any additional charges up until the time you advise us that you have
departed from our hotel.
Prices are subject to availability and can change without notification.
Blackout/ special event periods may apply.
Please visit Ellen Hotel website or contact Ellen Hotel direct for further information on specific inclusions and exclusions.
REFUNDS
To the extent permitted by law any amount paid by you to Ellen Hotel for your booking is non-refundable unless stated otherwise in these Terms
and Conditions.
The balance of any monies paid by you after any applicable fees or other amount you owe to Ellen Hotel has been deducted, will be held by
Ellen Hotel as booking credit, which may be applied to any future bookings you make with Ellen Hotel.
AMENDMENTS
Ellen Hotel is not responsible for communication failures; errors, difficulties or other malfunctions or lost stolen or misdirected transactions,
transmissions, messages or entries.
Should you wish to make changes to reservations, Ellen Hotel will not be liable should it fail to provide its products and services due to
unavailability.
In the event that Ellen Hotel, for reasons beyond its control, need to reject or change a reservation it will use all reasonable attempt to facilitate the
circumstances however if no alternative is provided to you, your reservation may be considered cancelled. This is the limit of the hotels liability.
All amendments are subject to the availability and applicable pricing at Ellen Hotel at the time the amendment is requested.
If the rate that applies to an amended booking is greater than the rate that applied to the original booking, you must pay the difference along
with any amendment fee in full at the time the amendment is approved
CANCELLATION
Please provide notice of cancellation of accommodation bookings as follows:
For standard bookings, the following charges will apply in relation to each room you have booked:
• Up to 24 hours prior to your scheduled check-in time: no fee will apply, full refund will be issued
• Within 24 hours of your scheduled check-in time: the full amount for each room you have booked, for each night you have booked will be
forfeited or charged to the credit card used for guarantee
For Peak season bookings, the following charges will apply in relation to each room you have booked:
• Up to 14 days prior to your scheduled check-in time: no fee will apply, monies paid towards your booking will be refunded
• Within 14 days of your scheduled check-in time: the full amount for each room you have booked, for each night you have booked will be forfeited
or charged to the credit card used for guarantee
This cancellation policy applied to all bookings, regardless of payment arrangements.
NO-SHOWS OR TERMINATIONS
If you do not show up for your booking or terminate your booking early after you have checked in you will be charged the full amount of your
booking and any monies paid will be forfeited to Ellen Hotel.
BOOKING CREDIT
If you are issued with booking credit to be applied to future accommodation with Ellen Hotel such credit will be valid for 12 months from the day
the booking is cancelled.
Booking credit may only be used to pay for the accommodation portion of your booking and may not be used for non-accommodation items or
services.
Any stay paid fully or partly paid for using booking credit must be booked and paid for in full prior to the expiry of the 12 month validity period.
Any booking credit not redeem at the expiry of the 12 month validity date will be forfeited in its entirety to Ellen Hotel.
CHECK-IN
Standard checkin time is 2:00pm.
If you wish to guarantee your ability to checkin prior to 2:00pm you must book an additional nights stay and pay the applicable rate for that
additional night.
Standard check-in time is indicated on booking confirmation.
You must advise us of any change in the number of persons using the room and agree to pay any additional charges for additional persons not
included in the number stated at the time of booking.
CHECK-OUT: STANDARD / LATE
Standard check out time is 10:00am.
If you wish to check out later than the standard check-out time you must obtain approval from the property management at least 12 hours prior
to your scheduled check-out time.
Property management may approve a request for late check-out in their absolute discretion.
If you check-out after 10:00am the following additional charges will be applied to your account and will be payable by you on check-out:
• A surcharge of $10.00 per hour for every hour after 10:00am that you fail to check-out
• If you check-out after 2pm a charge equivalent to the full daily rate which applies to your booking.
• If you check-out before 11:00am with prior approval from property management no surcharge will apply.
• You are and remain personally liable to pay the total amount due on departure unless prior settlement arrangements have been
accepted by us.
• If the settlement arrangements have not been met within 30 days of departure you agree to pay the total amount due on the receipt on
our invoice.
• You must return the security card for the room at the time of your departure and agree to pay a charger for replacement of security card
should you loose or fail to return the security card.
CREDIT CARD AUTHORISATION
As part of Ellen Hotel booking systems a secure credit card token will be stored for the use of authorized room charges and charges after your
departure. These include but are not limited to charges for the use or consumption of minibar items, restaurant or bar items, spa treatments, room
service, cleaning requirements or charges resulting from damage or loss of items belonging to Ellen Hotel. Credit card tokens expire 14 days after
your checkout.
SMOKING POLICY
Smoking is not permitted in or on the premises of Ellen Hotel. Smoking inside will result in a minimum charge of $600 directly charged to the
person under which the booking is made. If costs for cleaning in relation to smoking exceed $600 the person under whom the booking is made will
be liable for such costs including any costs incurred by Ellen Hotel in holding the room under maintenance while cleaning is taking place. Should
smoking result in alarms being triggered an additional $1000 will be charged directly to the person under which the booking is made.
ROOM ALLOCATION
In the unlikely event the Ellen Hotel cannot provide the accommodation which you have booked you may request Ellen Hotel cancel your
booking and issue you with a booking credit for the full amount of that booking less any amounts which you owe Ellen Hotel.
If you do not wish to be issued a booking credit you may request that Ellen Hotel cancel your booking and provide you with a refund for the full
amount of that booking less any amounts which you owe Ellen Hotel
CHILD POLICY
For the purposes of this clause “child(ren)” means a person or persons aged between 2 years and 11 years; “infant” means a person or persons
under the age of 2 years; and “adult” means a person aged over 18 years. All ages will be determined from the date in which accommodation
commenced.
Children and infants may not stay in any room without an adult.
Additional charges will apply if extra beds or linen (including rollaways, sofa beds or cots) are required.
A responsible adult must accompany persons under the age of 18.
FACILITIES AND SERVICES
Whilst care is taken to ensure that the description of our facilities and services is accurate, these are continually being changed, upgraded and on
occasion taken out of service. If any feature or facility is essential to you in choosing Ellen Hotel, it is your responsibility to confirm with Ellen Hotel
prior to making your booking that the feature or facility will be available during your stay or use of the services.
Ellen Hotel is not liable for omissions, errors or changes to the facilities or services whether temporary or permanent.
Accommodation facilities listed may not apply to all room types.
SPECIAL REQUESTS
Whilst Ellen Hotel attempts to satisfy all special requests, Ellen Hotel does not guarantee that special requests can be accommodated.
MAPS AND IMAGES
Map images, if shown, are for general information and may not necessarily reflect actual routings, locations or services provided.
Photos and floor plans are indicative only. Actual rooms occupied may vary in décor and inclusions from those shown.
The materials displayed on this website, including all editorial materials, information, photographs, illustration, artwork and other graphic materials,
and names, logos and trademarks, are the property of Ellen Hotel and are protected intellectual property laws. Any such content may be displayed
and printed solely for your personal and non-commercial use. You agree not to reproduce, retransmit, distribute, disseminate, sell, publish,
broadcast or circulate any such material to any third party without the prior written consent of Ellen Hotel.
GIFT CARDS
Gift cards are not refundable or redeemable for cash.
Gift cards are valid for 12 months from the date of issue.
Additional values cannot be added to an existing Ellen Hotel gift card; however, additional gift cards can be purchased.
Gift cards are to be treated like cash and if they are defaced, mutilated, altered, lost or stolen they will not be replaced, refunded or redeemed.
Ellen Hotel does not accept responsibility for lost or stolen gift cards.
All Ellen Hotel gift cards are issued in AUD.
UNACCOMPANIED MINORS, ADDITIONAL GUESTS & EXCESSIVE NOISE
All guests under the age of 18 must be accompanied by a responsible adult who has parental rights and responsibilities for the under 18 year
old guest.
If a guest is found to be a person under the age of 18 who is not accompanied by a responsible adult Ellen Hotel may immediately cancel the
guest’s booking and the full amount will be forfeited to Ellen Hotel under this clause.
For the comfort and security of all guests staying at Ellen Hotel, additional guests not specified on your booking are not permitted in your room
after 10pm.
All guests are permitted use of the foyer lounge area and guests staying in a Luxe Suite are additionally permitted use of the Luxe Lounge
anytime, at their discretion. For the comfort and security of all guests it is expected that noise be kept to a considerate level with excessive noise
in common areas not permitted after 11pm. Excessive noise causing disruption to other guests may incur charges resulting from room refunds
any other related charges or refunds Ellen Hotel may incur from noise or disruption may be charged to the guests at the cause. Ellen Hotel
reserves the right to cancel future bookings and disallow guests from staying at Ellen Hotel in the future.
THIRD PARTY PRODUCTS AND SERVICES
Ellen Hotel sometimes includes third party products or services, Ellen Hotel is not liable under any circumstances for any failure by third party
providers to provide products or services, nor for any error, alteration or change of any kind made by those third party providers following
acceptance of as booking by them.
Ellen Hotel does not warrant the accuracy of any information statements or representations made by third parties and are not liable for any act of
omission, default or negligence of any third party provider.
RELEASES AND INDEMNITY
Any monies or other valuables, goods or vehicles that belong to you, brought in or on to the room, grounds or car park remain your responsibility
and we are not responsible for their safe keeping.
You agree to hold Ellen Hotel and its current and former employees and agents unaccountable, and agree to indemnify Ellen Hotel and its current
and former employees and agents for all expenses, costs, liabilities, claims, actions, proceeding, damages, judgments, and losses of any kind
whatsoever (including consequential and economic losses, property loss/ damage and damage for injury, including personal injury and death)
arising out of, cause by, attributable to or resulting for your booking or your stay at Ellen Hotel for any reason whatsoever.
We grant you a license to stay in and/ or use the facilities in our hotel and we reserve the right to terminate the license at any time.
CONSUMER LAW
To the extent permitted by law, all conditions, warranties, guarantees, rights, remedies, liabilities and other terms implied or conferred by statute,
custom or the general law that impose any liability or obligation on Ellen Hotel are excluded under these Terms and Conditions.
Nothing contained in these terms and conditions excludes, restricts or modifies the application of any provision, the exercise of any right or
remedy, or the imposition of any liability under the Australian Consumer Law or under any international consumer protection legislation,
provided that, to the extent that such law permits Ellen Hotel to limit its liability, then Ellen Hotel’s liability is limited to:
• In the case of services, supplying the services again or payment of the cost of having the services supplied and
• In the case of goods, replacing goods, supplying equivalent goods or repairing the goods, or payment of the cost of replacing the
goods, supplying equivalent goods or having the goods repaired.
EVENTS BEYOND CONTROL
Ellen Hotel is not responsible for any loss arising out of any occurrences or conditions beyond its control, including but not limited to acts of
terrorism, act of God, defects in vehicles, war, strikes, theft, delay, cancellation, civil disorder, disaster, Government regulations or changes in
itinerary or schedule.
All travel documents, observance of laws and government regulations are your responsibility.
USE OF INFORMATION
You consent and authorize Ellen Hotel to collect, use and disclose your personal information for the purpose of administering your booking and
providing you with any services associated with your booking.
You consent to information that you have provided to Ellen Hotel as part of your booking being used by Ellen Hotel or any of their related bodies
corporate for the purpose of informing you about offers and promotions that relate to Ellen Hotel or related bodies corporate.
Ellen Hotel will not provide or disclose any information you have provided to Ellen Hotel to any person other than a related body corporate
without your written consent.
Upon request by you and to the extent permitted or required by law, Ellen Hotel will provide you with access to and/or the ability to correct any
personal information however only the person who made the booking will be entitled to access and/or correct personal information pertaining to
that booking.
For more information please refer to Ellen Hotel Privacy Policy.
GENERAL
If part or all of any clause of these Terms and Conditions is illegal, invalid or unenforceable then it will be read down to the extent necessary to
ensure that it is not illegal, invalid or unenforceable, but if that is not possible, it will be served from these Terms and Conditions and the
remaining provisions of these Terms and Conditions will continue to have full force and effect.