Frequently Asked Questions

A range of accommodation options is available to suit different stay requirements. Options may include single rooms, double rooms, family-style suites and longer-stay accommodation. Each option has its own room layout, facilities, sleeping arrangement and pricing. Guests can review the available room information before making an enquiry and can ask for clarification if they need help choosing the most suitable option.

Yes. Guests can indicate their preferred room type when making an enquiry. The requested option will be reviewed against current availability before the accommodation is confirmed. A preference is not considered a confirmed room assignment until the relevant booking details have been reviewed and confirmed. If the preferred option is unavailable, alternative accommodation options may be discussed before the booking is finalised.

It is recommended that guests make an enquiry as early as possible, particularly when they have specific room requirements or a longer stay in mind. For consultation and booking requests, at least one day of advance notice is required. Same-day consultation requests are not accepted. Earlier enquiries also provide more time to review room availability and discuss any requirements before a final arrangement is confirmed.

Yes. Accommodation may be arranged for shorter stays as well as longer periods. Some room options are particularly suited to guests looking for extended accommodation. Longer stays may have different arrangements, pricing or availability from shorter bookings. Guests who are considering a longer stay should mention the expected duration when making their enquiry so the most appropriate option can be reviewed.

Facilities depend on the accommodation option selected. Room information may include details such as the room size, bed arrangement, windows, television, audio equipment, bathroom facilities, storage space, internet access and other available features. Some facilities may be shared rather than private. Guests should check the individual room description before confirming their stay if a particular facility is important to them.

Guests can request their preferred arrival date when making an enquiry. The requested date will be checked against current availability. A requested date is not automatically reserved simply because it has been submitted. The stay becomes confirmed only after the relevant accommodation details have been reviewed and the booking arrangement has been confirmed.

Yes, eligible bookings can generally be cancelled before the scheduled arrival date. The amount returned depends on how much notice is provided. Cancellations received four or more days before arrival qualify for the highest refund level. Cancellations received two to three days before arrival qualify for an 80% refund, while cancellations received one day before arrival qualify for a 40% refund. Same-day cancellations and no-show situations are not eligible for a standard refund.

Once a cancellation has been reviewed and an eligible refund has been confirmed, the refund is normally initiated within 3 business days. After processing begins, the funds will normally appear within 5–10 business days. The final timing can vary depending on financial processing, weekends, public holidays and the institution handling the transaction. The processing period therefore refers to the normal expected timeframe rather than a guaranteed arrival date.

A request to change a confirmed booking can be made, but changes are subject to availability and the details of the original arrangement. Guests should contact the relevant support channel as soon as they know that a change is needed. A new date, room type or length of stay is not guaranteed until the revised arrangement has been reviewed and confirmed. If the requested change cannot be accommodated, the applicable cancellation terms may apply if the guest decides to cancel instead.

If plans change, the best approach is to contact the relevant support channel as soon as possible. The request can then be reviewed based on the booking date, accommodation status and amount of notice available. Where the standard cancellation schedule applies, the refund level will be determined by the time remaining before arrival. Where circumstances fall outside the normal cancellation process, the available options can be reviewed individually. A request should not be considered confirmed until it has been acknowledged.