These terms and when they apply
These terms govern every booking, stay, event and salon visit at Claimradar, 511 Church Street, Richmond VIC 3121, Australia. By making a reservation or entering the property, you accept them on behalf of yourself and every guest in your party.
Where a booking is made through a third-party travel platform, that platform may apply its own conditions in addition to ours. If there is a conflict, our terms take priority on matters concerning the property itself, including conduct, damage and safety.
Bookings, deposits and payment
A booking is only confirmed once we issue a written confirmation and receive the required deposit. For penthouse suites we ask for thirty percent at the time of booking, with the balance due fourteen days before arrival. Standard rooms are paid in full at checkout unless a package states otherwise.
- All rates are quoted in Australian dollars and include GST unless stated otherwise.
- Rates include the services listed in your confirmation and nothing beyond that.
- A valid credit card must be presented at check-in and may be pre-authorised for incidentals.
- Failure to pay by the due date may result in the booking being released without further notice.
Cancellation by you
Written notice of cancellation is required. For standard rooms, cancellations more than seventy-two hours before arrival are refunded in full. Cancellations inside that window are charged one night. For penthouse suites, cancellations more than fourteen days before arrival are refunded less a two hundred dollar administration fee. Cancellations inside fourteen days forfeit the deposit.
Buyout bookings and skybox reservations follow the schedule set out in the individual contract you sign, because they require us to hold staff and space that cannot easily be resold. Speak to your host before you sign if any part of that schedule is unclear.
Cancellation or changes by us
If we cannot honour a confirmed booking for any reason within our control, we will offer you a comparable alternative at the same rate. If none is available or acceptable, you will receive a full refund of amounts paid to us, and that refund is our total liability for the cancellation.
We may occasionally need to close areas of the property for maintenance, licensing requirements or safety reasons. Where this materially affects your stay, we will tell you as early as we can and adjust your rate accordingly.
Conduct, damage and access
Guests are expected to behave with ordinary courtesy to staff, other guests and neighbours. We reserve the right to refuse entry or ask any person to leave where behaviour is aggressive, unlawful, or interferes with the comfort of others, and no refund will be due in those circumstances.
The Emerald Room is strictly for guests aged eighteen and older. Photo identification is required, and we cooperate with the state self-exclusion register at all times. Claimradar is committed to responsible gaming and will act on any concern that a guest is no longer in control of their play.
You are responsible for damage caused by your party beyond fair wear and tear. Where damage is identified, we will provide evidence and charge the reasonable cost of repair or replacement. Smoking is not permitted anywhere indoors, and a cleaning fee applies where this is breached.
Liability
To the extent permitted by law, our liability to you is limited to the amount you paid us for the booking in question. Nothing in these terms excludes rights you have under the Australian Consumer Law that cannot lawfully be excluded.
We are not responsible for loss arising from events outside our reasonable control, including severe weather, transport failures, public health directions or industrial action. Valuables should be placed in the in-room safe. Items left behind are held for thirty days and then disposed of in accordance with our lost property procedure.
Governing law
These terms are governed by the laws of the State of Victoria, Australia. The courts of Victoria have exclusive jurisdiction over any dispute that cannot be resolved between us directly. If any clause here is found to be unenforceable, the remaining clauses continue in full force.