On Premises Policy – Hearty Centre

In this policy, ‘us’ ‘we’ or ‘our’ means HEARTY CENTER PTY LTD (ACN 643 740 578). The following policy applies to any person who enters our premises (including anyone who books accommodation with us), and any guests they bring into our premises. You (and any guest you bring into our premises) must strictly adhere to the policies and guidelines set out in this policy before, during and after your stay.

1. Arrival and Departure

1.1 Check-in time is from 3:00 pm.

1.2 Check-out time is prior to 11:00 am.

1.3 Early check-in or late check-out may be available upon request, but are not guaranteed and are subject to availability and our sole discretion. Additional rates may apply.

1.4 You will need to promptly advise us if you are expecting to arrive for check-in after 6pm.

2. Working Hours

2.1 Our receptionist working hours are Monday to Friday, 9:00 am to 4:00 pm.

2.2 Receptionists may not answer any enquiries through phone or email outside of working hours.

2.3 Check-in after 4:00 pm may be available upon request similar to 1.3.

2.4 You can only access the following locations on the premises outside of working hours:

(a) your booked room(s);

(b) front door;

(c) emergency exits;

(d) shared bathrooms

(e) any relevant pathways to those locations above.

2.5 You are not permitted in any areas not listed in 2.4 and use any devices on the premises outside of working hours unless there has been express written consent from our staff

3. Access to Premises and Rooms

3.1 Upon check-in, guests will receive 1 key for their room and 1 key for the front door.

3.2 You must only enter the premises through the front door at all times.

3.3 You can exit through the front door and may also exit through the emergency exists if you wish to.

3.4 If you damage or lose and of our keys, please refer to Section 15.

4. Accepted Payment Methods

4.1 We accept Visa, MasterCard, PayPal, and bank account transfers. A service fee of 0.85% applies to accounts settled as a credit transaction.

5. Booking Guarantee

5.1 You will be required to provide your credit card details to guarantee your booking.

6. Cancellations

6.1 If you booked through our website and wish to cancel your booking, we request that you notify us at least 7 days prior to your arrival date.

6.2 If you booked through our website, cancellations within 7 days of the arrival date will incur a fee equivalent to the total booking which will be applied to your credit card.

6.3 If you booked through other online agents and wish to cancel you booking, it will depend on the rates and policies of those online agents as the booking may be non-refundable.

6.4 If you wish to shorten your stay after check-in, you must still pay for the entire original duration of your booking.

6.5 For multiple day stays, if you fail to arrive on the scheduled arrival date, your room will be held until the following day. If you do not arrive on the next day then your non-arrival will be treated as a cancellation in accordance with 6.2.

7. Additional Guests

7.1 Please contact us if you wish to have additional guests. It is under our sole discretion whether additional guests are permitted to stay or enter the premises.

7.2 You are responsible for the conduct of all of your guests, including without limitation any breach of this policy (and any other policy or our Terms of Use) by any of your guests.

8. Children

8.1 Any guests under the age of 18 are considered a minor and must be accompanied by a responsible adult and act as the parent or legal guardian who has parental rights and responsibilities for any guests under the age of 18 at all times throughout the booking duration.

8.2 We do not accept any responsibility for any injury caused to an unsupervised minor staying within our premises, nor can we provide the service of supervising and caring for a minor during their stay.

9. Pets and Animals

9.1 Pets and animals are not allowed within our premises.

10. No Smoking

10.1Smoking in enclosed public areas is against the law in NSW.

10.2 Smoking (including electronic cigarettes) is strictly prohibited throughout our entire premises including both inside and outside our rooms, and inside or outside any building.

10.3 We are entitled to apply a sanitation fee equivalent to one night’s stay to your credit card if we have reasonable grounds to believe that you or your guests breached our policy in relation to smoking.

11. Outside food

11.1 Bringing food from outside our premises is prohibited.

12. Conduct

12.1 You must conduct yourself in a respectable, courteous and polite manner, and not engage in any aggressive, disrespectful or anti-social activity or behaviour, or anything which may cause a nuisance or disturbance to us or other guest. The following is a non-exhaustive list of prohibited conduct:

(a) intoxication and unsavoury behaviour;

(b) overcrowding, or when the number of persons in the suite exceeds the capacity;

(c) physical or verbal assault towards our representatives, staff, or other guests;

(d) wilful damage to our premises, the rooms, or any their contents;

(e) any incident for which the police need to be called onto the premises;

(f) any behaviour that poses a safety threat to others;

(g) ignoring advice to reduce excessive noise (music or other noise);

(h) throwing of objects over the suite balconies or from windows; and

(i) smoking anywhere within the room, the premises, or nearby the premises.

13. Hazardous Goods

13.1 Bringing goods of a combustible or hazardous nature and/or prohibited goods and/or goods of objectionable nature is prohibited.

13.2 You are solely liable and responsible to us, our staff and our other guests for all loss and damage that may be caused by such goods set out in 11.1.

14. Your belongings

14.1 Your luggage and all of your belongings must be stored in your room.

14.2 It is recommended that you do not bring valuable items.

14.3 We are not responsible for any loss or damage (including theft) to your belongings or any other property (whether stored in the rooms or elsewhere on our premises), and you agree to release us from any such liability.

15. Damage to premises

15.1 You must keep the premises, your rooms and their contents, including all furniture, electronic equipments, fixtures and fittings (our Property) in the same condition and state of repair as at the start of the stay, and you must also leave our Property in the same state of cleanliness and general order in which it was found when you arrived.

15.2 You are also responsible for the safekeeping and security of your room and your belongings. You must remember to lock all doors and windows, and ensure that your room and belongings are secure each time you exit your room and upon your departure.

15.3 You must fully indemnify us for all damage, breakages or losses caused to our Property by you and/or any of your guests.

15.4 Where any breakages, damage or losses occur, you should report it immediately to us (as soon as reasonably practicable, but always before checkout).

16. Commercial Use and Photographs and Videos

16.1 Our premises and the room are to be used solely for guest accommodation and enjoyment and are not to be used as locations for commercial activity.

16.2 Any activity (including photography and filming) of a commercial or promotional nature is not permitted anywhere within the hotel.

16.3 Any photographs or videos of our rooms, facilities or staff must not be posted to the public, including by way of social media, without our express written consent.

17. Management Rights

17.1 We reserve the right to evict, refuse entry, or permission to remain on the premises to you or any guest on the grounds on non-compliance with this policy, any other policy, and the Terms of Use, or if there are other reasonable grounds for doing so. No refunds or compensation will be given in these circumstances and we reserve the right not to accept any future bookings from the relevant person or any member of that person’s party.

18. Changes to policy

18.1 We may amend this policy at any time without further notice.

Effective: [01/08/2022]