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Terms & Conditions

Please read these terms and conditions carefully.

All bookings made via our websites (www.staywellgroup.com, www.theprinceakatokilondon.com, www.parkregishotels.com, www.leisureinnhotels.com, www.leisureinnplus.com, and www.thepolicy.com) or with StayWell Group directly are made subject to these terms and conditions.

The person making the booking will be deemed to have accepted these terms and conditions on behalf of all persons staying at the Participating property under the booking once payment is made in relation to the booking.

The subjects dealt with in these terms and conditions are listed alphabetically.

StayWell Group reserves the right to change and/or modify any of these terms and conditions at any time without notice and such changes will become effective immediately.  Please check these terms and conditions periodically for changes.  The effective date of the following terms and conditions is 23 May 2018.

DEFINITIONS

In the following terms and conditions:

  • StayWell Group refers to StayWell Holding Pty Limited, its related bodies corporate, the owner of any StayWell hotels that fall under the “The Prince Akatoki”, “Park Regis” and “Leisure Inn” brands. and their current and former officers, employees, contractors, sub-contractors/consultants (including their respective employees and contractors) and agents,
  • “We”, “Us” and “Our” refers to StayWell Group.
  • “You” and “Your” refer to the person who makes or is making the reservation.

ADVANCED RESERVATIONS

StayWell Group will not guarantee or confirm a reservation made more than fifty-one (51) weeks or 358-days prior to arrival.  Requests and quotes beyond this period may be possible however no rates or availability will be guaranteed and confirmed.  StayWell Group reserves the right to cancel or amend (with reasonable notice) any reservation made beyond this period.

ARRIVAL / DEPARTURE

Check-in/arrival time for all of our hotels other than Park Regis Birmingham, Park Regis Singapore, Park Regis Kris Kin Dubai, Park Regis Boutique Jumeirah and Park Regis Lotus Bahrain is from 14:00 (2:00PM) at the local time for the hotel to which the booking relates.  Check-in/arrival time for Park Regis Birmingham, Park Regis Singapore, Park Regis Kris Kin Dubai, Park Regis Boutique Jumeirah, Park Regis Lotus Bahrain and The Prince Akatoki London is from 15:00 (3:00PM) at the local time for the hotel to which the booking relates.  We allow guests to arrive earlier and can store any luggage until the room is ready.

Check-out/departure time for all of our Australian hotels is prior to 10:00 (10:00AM) at the local time for the hotel to which the booking relates.  Check-out/departure time for Park Regis Birmingham, Park Regis Singapore and Park Regis Goa is prior to 11:00 (11:00AM) at the local time for the hotel to which the booking relates.  Check-out/departure time for all of our other hotels is prior to noon (12:00PM) at the local time for the hotel to which the booking relates.  For all of our hotels late check-out after the specified time may be possible (subject to availability) but may incur an extra fee.  If the hotel is fully committed on the departure date, late departures or extensions not already confirmed will not be permitted.

BEDDING REQUESTS

Bedding requests should be made at time of booking.  The meeting of bedding requests is strictly subject to availability.

BEST RATE GUARANTEE

We promise that you won’t be able to find a lower rate for any of our hotels anywhere online.  We understand that looking for the lowest rate can be time consuming and frustrating.  That’s why we ensure we have the lowest rate available on our own website so you won’t need to shop around.  On the unlikely occasion that a lower rate is not listed on www.staywellgroup.com, please contact us and we will be happy to match it. The rate must be publicly available and valid for the same arrival and departure dates., the same room type and the same booking terms and conditions.  The rate must be listed in the local currency of the hotel, not influenced by a currency conversion and include goods and services tax (GST). Should the lower rate be the result of a third party website selling StayWell Group rooms at a loss (ie a lower rate than the rate we have provided the room to the third party website), then we may not be able to match that rate and this guarantee will not apply.

BOOKING AMENDMENTS/CANCELLATIONS/NO SHOWS

The conditions applicable to booking amendments and cancellations are generally set out in the booking confirmation.  If no such term is set out in the booking confirmation then our standard cancellation policy will apply.  This requires reservation cancellations or changes to be advised to us by 2PM (14:00) at the local time for the hotel to which the booking relates, two (2) days prior to arrival.

If you fail to cancel or amend a booking prior to the cut off time applicable to it then the booking will be treated as a non-cancellable booking.  Cancellation of our bookings is permitted if the cancellation is made prior to the cut off time applicable to the booking.

Amendment of bookings is subject to availability and approval of the hotel for which the booking has been made and any request for a change to the booking must be made before the cut off time for the cancellation of the booking.  Please note that a higher rate may apply to an amended booking if the change is accepted by the relevant hotel.

Some of our bookings are offered on the basis that they are fully prepaid and no cancellation or amendment of these bookings are permitted.  Rates such as early bird or advanced purchase rates, or saver value rates, are strictly non-refundable and amendments and cancellations of these bookings will not be permitted.

Regardless of the type of booking, if a guest does not arrive by 6PM on the arrival date at the local time for the hotel to which the booking relates without confirming a later arrival time with the hotel, the reservation will be released and 100% of total charges set out in your booking confirmation will be payable by you. Any prepayment will also be forfeited.

Over high demand and special event periods, alternative cancellation policies may apply if notified to you in writing on the booking confirmation. The cancellation policy for these bookings will be communicated during the reservation process and can be supplied in a confirmation email when requested.

Note: Due to the COVID-19 epidemic our standard cancellation policy has been updated for scheduled hotel arrivals prior to 30 April 2020. View our full cancellation policy here

CAR PARKING

Car parking is subject to availability.  Car Parking may be available at some of our participating hotels.  At some hotels parking is available free of charge and at some of our hotels parking is available if the parking charge applicable at the hotel is paid by you.  The availability of parking at our hotels is not guaranteed unless written confirmation is given to you by the hotel as part of the package booked by you with the hotel.  Please contact the relevant hotel if you wish to discuss parking with them.  If you park a vehicle at one of our hotels you agree to enter the car park at your own risk. StayWell Group does not accept any responsibility for any damage or loss to your property or property belonging to anyone else.

CREDIT CARD AUTHORISATION

A credit card pre-authorisation will be required at check in to cover accommodation costs and or incidental items (including charges applicable for any damage to the room occupied by you or your guests during your booking, any cleaning costs over and above normal room servicing and any items which are missing from the room occupied by you or your guests during your booking). We will pre-authorize a credit card for any charges we deem appropriate to cover accommodation and or incidental charges that may be applicable based on the length of stay and room type. Please ensure you have sufficient funds to cover additional incidentals for this purpose. Unused funds from this pre-authorization will be released within 14 days after departure from the hotel.  Where a credit card is not available a cash security deposit will be required on check-in (please confirm the level of cash deposit required with the property prior to arrival as access to a room will not be given without a credit card pre-authorisation or cash deposit acceptable to StayWell Group).

CREDIT CARD SURCHARGES

A non-refundable credit card surcharge applies when paying with a credit card at all StayWell Group hotels. Surcharge varies depending on the type of credit card used and the location of the property.

The current applicable fees are:

  • For Qld properties – Visa and MasterCard attract a transaction fee of 0.9%; American Express issued by banks attracts a fee of 1.98%; American Express issued by AMEX and Diners Club attract a fee of 3.5%. UnionPay attracts a fee of 3%. There is no surcharge when paying with EFTPOS.
  • For Park Regis City Centre – Visa and MasterCard attract a transaction fee of 1.70%; American Express issued by banks attracts a fee of 1.98%; American Express issued by AMEX and Diners Club attract a fee of 3.5%. UnionPay attracts a fee of 3%. There is no surcharge when paying with EFTPOS.
  • For other Australian properties – Visa attracts a transaction fee of 1.27%; MasterCard attracts a transaction fee of 1.64%; American Express issued by banks attracts a fee of 1.98%; American Express issued by AMEX and Diners Club attract a fee of 3.5%. UnionPay attracts a fee of 3%. There is no surcharge when paying with EFTPOS.
  • For Park Regis Lotus Bahrain – Visa and MasterCard attract a transaction fee of 1.9%; American Express issued by banks attracts a fee of 3.35%; American Express issued by AMEX and Diners Club attract a fee of 3.5%. UnionPay attracts a fee of 3%. There is no surcharge when paying with EFTPOS.
  • For Leisure Inn West Gurgaon – Visa, MasterCard and American Express attracts a fee of 2%. There is no surcharge when paying with EFTPOS.
  • For all other properties – no fee.

EVICTION OF GUEST

StayWell Group may evict a guest or visitors without warning. Guests who are evicted from any StayWell Group hotels will be blacklisted from all hotel locations and we may choose to notify the police. A guest is subject to such eviction should any of the following occur:

  • Intoxication or unsavoury behaviour
  • Overcrowding of hotel rooms or apartments by exceeding maximum capacity allowed under these terms
  • Physical assault or verbal abuse of hotel staff and/ or other hotel guests
  • Wilful damage to StayWell Group hotels (a fine will also apply)
  • Any incident for which the police need to be called onto the premises
  • Any behaviour posing a safety threat to others
  • Ignoring request to reduce excessive noise
  • Throwing of objects from windows or over balconies
  • Smoking within the room (a fine will also apply)
  • Failure to make payment
  • Breach of these terms and conditions

EXTRA PERSONS

In relation to properties located in the Middle East, only guests who have registered with reception and provided their passport or valid photo identification details are permitted in rooms.

FAILURE TO PAY

If a guest fails to pay immediately upon demand any amount owing to StayWell Group, pursuant to the reservation (including but not limited to accommodation charges, F&B charges, car parking fees, telephone charges, room damage/smoking fines, other incidental charges). StayWell Group may deny you and your guests access to the room which you have booked and require that you vacate the premises.

FIRE ALARMS

In relation to our Australian hotels, careless and/or deliberate activation of the Hotel Fire Alarm System, will automatically incur a substantial fee to be paid immediately by the registered guest. The fee will be equal to the fee charged to the property by the fire brigade to cover the cost of the call out.  The size of the fee varies from property to property but typically exceeds $1,000.

FORCE MAJEURE

StayWell Group is not responsible for any loss or damage arising out of any occurrence or conditions beyond its control including acts of God, war, terrorism, government regulations, natural disasters, strikes, civil disorder, thefts, third party delays, vehicle defects or curtailment of third party transportation facilities.  All travel arrangements and observance of laws and government regulations are your responsibility.

GROUP RESERVATIONS

More than ten (10) reservations made by a single person or separate reservations made by a number of guests travelling together is considered by StayWell Group as a group. Any separate reservations made for the purpose of group reservations via our reservation teams and via any form of online distribution channels may be cancelled and a group proposal may be supplied. Different terms and conditions apply for group reservations as stated in the group accommodation agreement (if applicable). This policy also applies to a travel agent making ten (10) or more bookings via their booking system.

GUEST ROOM DAMAGE

The guest who registers at check-in/arrival will be responsible for any damage to any rooms and contents during the stay dates.  The registered guest will be liable for damages caused (including those by third parties visiting the rooms) which will result in forfeiting any deposits, pre-payment and also may be subject to additional charges (including charges to pre-authorised credit cards and or loss of security deposits).  StayWell Group is entitled to process any charges in addition to accommodation to the presented credit card supplied at check-in/arrival.

GUEST COURTESY

For the comfort of all our guests, noise must be kept to a minimum so everyone is able to enjoy a peaceful and comfortable stay. We require that any non-registered visitors leave all rooms by 23:00 (11PM) at the local time for the hotel to which the booking relates each evening.

HEALTH DECLARATION

Guests are required to complete a health declaration as a condition of stay, guests that have COVID or COVID symptoms will be prohibited from staying.

HOW TO CONFIRM YOUR RESERVATION

Reservations can be made online at www.staywellgroup.com or by calling the individual property that you wish to stay at.

INTERNET

Complimentary WI-FI access is available at every StayWell Group property.

MAXIMUM CAPACITY PER ROOM OR APARTMENT

Please refer to requirements provided by individual properties and/or listed on your booking confirmation.

MINIMUM LENGTH OF STAY

A minimum length of stay may apply during high demand or special event periods, as determined by StayWell Group. If you confirm a reservation over such periods, you agree to stay for the required minimum nights.

PAYMENT

For bookings made on flexible terms, full payment for room charges related to your booking is required 48 hours prior to arrival. For non-refundable reservations (eg advanced purchase rates or saver value rates), full payment is required at the time of booking. For high-demand periods and special event dates, payment method is restricted to non-refundable only, meaning full prepayment is required upon confirmation of bookings and bookings are non-refundable.  Incidental charges incurred during your stay are charged upon check out. A pre-authorization on your credit card will be taken at check in to ensure funds are available for payment of any incidental charges. StayWell Group hotels accept payment made via EFTPOS, Visa, MasterCard, American Express, Diners Club and UnionPay. Surcharge applies to all credit card payments.

PET POLICY

StayWell Group does not permit pets (excluding guide dogs) at any locations. Having an animal (excluding guide dogs) on site is considered a breach of your stay conditions and you will be asked to vacate the property immediately. Guide Dogs are permitted and must be harnessed and wear a registration tag that displays their registration number in public areas. Please advise us upon reservation if you have a Guide Dog.

PROPERTY PHOTOGRAPHS AND DESCRIPTIONS

Whilst care is taken to ensure that the description of facilities and services of StayWell Group hotels is accurate, facilities are continually being changed, upgraded, and on occasion taken out of service.  If any feature/facility is essential to you in choosing a particular property, it is your responsibility to confirm with the property prior to making your booking that the feature/facility will be available during your stay.

To the extent permitted by law, StayWell Group is not responsible or liable for any errors or changes to property or facility descriptions nor any differences between the photos of facilities and the actual condition of facilities.  Not all room types at a hotel are photographed on our websites and the actual look and feel of the room you occupy may differ from the image shown on the website.  In addition, property images and floor plans are indicative only and actual rooms occupied may vary in décor, standard of finish or layout.

Any map images are for general information and may not reflect actual routings, locations or services.  StayWell Group is unable to guarantee the accuracy of destination shots and is not responsible for any works which may be underway outside the property.

PHOTO IDENTIFICATION

A valid form of photo identification (ID) matching the name of the guest in the reservation must be presented at the time of check in. This is required at all of our locations in order to verify your identity for security purposes and to protect the credit card holder. A valid passport, driver’s license or proof of age card are all valid forms of photo identification accepted by StayWell Group hotels. This ID may be photocopied and stored securely as record due to increasing credit card fraud. As per our privacy policy, any personal information contained on the collected identification will not be on-sold to any third party and will be carefully disposed of together with all other documentation relating to your stay at the end of the period when records relating to your stay may be lawfully disposed of by StayWell Group.  If you are unable to provide photo ID on check-in your booking may be cancelled and you will be liable to pay StayWell Group an amount equal to the full reservation cost and all prepayments you have made in relation to the reservation will be forfeited to StayWell Group.

RATES AND CHARGES

The currency applicable to any quoted rates is either specified with the quoted rate or, if not specified, is in the local currency where the relevant hotel is located.  All quoted rates are subject to change at any time until a booking confirmation is issued.  Unless specified otherwise in a quote, Australian quoted rates are inclusive of all compulsory government or regulated charges and taxes (for example GST) where applicable and quotes for properties outside Australia are exclusive of service fees and all compulsory government or regulated charges and taxes (for example GSTVAT, Municipality fees and tourism office charges) where applicable.

Quoted rates do not include transport to or from the property or items of a personal nature including but not limited to laundry, telephone, taxis, room service, meals or transfers, airport taxes, unless otherwise indicated.  If you have been quoted a rate that includes meals you should contact the relevant property directly to obtain details of these inclusions.

Some rates which 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.

StayWell Group reserves the right to amend rates that have been confirmed incorrectly due to human or distribution errors.

RELEASE, INDEMNITY AND APPLICABLE LAW

To the extent permitted by the law, you agree to release, indemnify and hold harmless, StayWell Group against, from and in respect of all expenses, costs, liabilities, claims, actions, proceedings, damages, judgments and losses of any kind whatsoever (including but not limited to consequential and economic losses, property loss/damage and damages for injury, including personal injury and death) arising out of, caused by, attributable to or resulting from your booking or your stay at any StayWell Group hotel except to the extent such expense, cost, liability, claim, action, proceeding, damage, judgment or loss arose out of, was caused by, attributable to or resulted from StayWell Group’s negligence, wrongful act/omission or breach of these terms and conditions

To the extent permitted by law the aggregate of StayWell Group’s liability to you is limited to an amount not exceeding the amount paid by you for your booking.

Each indemnity in these terms and conditions is a continuing and independent obligation and survives the termination or expiry of these terms and conditions.

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 StayWell Group are excluded under these terms and conditions.

Notwithstanding the foregoing, our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law or other legislation.  For major failures with the service, you are entitled:

  • to cancel your service contract with us; and
  • to a refund for the unused portion, or to compensation for its reduced value.

You are also entitled to choose a refund or replacement for major failures with goods. If a failure with the goods or a service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done, you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion. You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or service.

RIGHT OF ENTRY TO ROOMS BY STAYWELL GROUP

StayWell Group may enter guest rooms at any time but will knock and call out to guest before entering.  Room may be entered for a variety of reasons including room servicing or if StayWell Group has a legitimate cause for concern eg disturbing noises from the room or if the in-house guest has not been seen or heard from over a period of time.

RIGHT TO REFUSE GUEST ENTRY

StayWell Group reserves the right to refuse a guest entry to a hotel.  StayWell Group is not required to provide reasons for any such refusal.

ROOM ALLOCATION

In the unlikely event that StayWell Group cannot provide accommodation at the property which you have booked, StayWell Group will at no additional expense to you relocate you into an alternative property which in the reasonable opinion of StayWell Group is of comparable quality and in a comparable location.  If a property of comparable quality in a comparable location is not available, StayWell Group may relocate you to a property of less comparable quality or less comparable location in which case StayWell Group will pay you an amount which it reasonably believes represents the difference between the rate payable for the alternate property and the rate paid by you for the property which you had booked.

Should you wish to be relocated to an alternative property other than the property chosen by StayWell Group, you will be required to pay any difference in price between StayWell Group’s choice of property and your chosen property.

If StayWell Group and you cannot agree on an alternative property then StayWell Group will cancel your booking and will refund any prepayment you have made to you.

Specific room numbers (within the type reserved) and floor allocations are subject to availability upon check-in/arrival and cannot be pre-allocated or guaranteed.  Higher and/or upgraded room types need to be reserved at time of reservation.

ROOM SERVICING

All room reservations include departure cleans.  Some room rates do not include daily room servicing.  Please check the inclusions in your room reservation before confirming your booking.  Additional room servicing is available from the property for an additional cost or charge.  Please contact the reception of the property to arrange same.

SECURITY AND LOSS PREVENTION

All StayWell Group hotels are secured environments and we do everything possible to ensure security levels are maintained. However, StayWell Group accepts no liability for any personal possessions that are lost, stolen or misplaced whilst on premises.

SMOKING POLICY

All StayWell Group properties are non-smoking and smoking in the rooms or public areas is strictly prohibited. Fines and cleaning fees will apply to guests who do not adhere to this policy.

SPECIAL REQUESTS

While StayWell Group attempts to satisfy all special requests, StayWell Group does not guarantee that special requests can be accommodated.

THIRD PARTY SELLING

StayWell Group does not permit resale of rooms to a third party for trade purposes without prior written consent. StayWell Group reserves the right to accept or reject any reservations made through an unauthorized third party. This policy also applies to group reservations and reservations made on negotiated corporate or agent rates.

THIRD PARTY PRODUCTS AND SERVICES

Third party products or services are sometimes sold together with accommodation provided by StayWell Group. In such circumstances the third party is entirely responsible for supplying the products or services to you and any involvement StayWell Group has in facilitating your booking with the third party is as the third party’s agent. StayWell Group is not the supplier of these third party products and services and to the extent permitted by law StayWell Group is not liable for any failure by the third party to provide the products or services, nor for any act, error, omission, default or negligence of the third party.

All third party coupons, vouchers, receipts and tickets are issued subject to the terms and conditions specified by those third parties.

StayWell Group does not warrant the accuracy of any information, statements or representations made by third parties.

TRAVEL INSURANCE

StayWell Group recommends that all guests purchase comprehensive travel insurance at the time of booking. This insurance needs to be arranged by guests from an insurer selected by them at the guest’s expense.  StayWell Group recommends that such insurance should cover all relevant items including loss of prepayments through cancellation, loss or damage to personal baggage, loss of money and medical expenses.

UNACCOMPANIED MINORS

All children under the age of 18 are considered minors and must be accompanied by a responsible adult (parent or authorized guardian) during the whole stay. Any minors who are not accompanied by a responsible adult are not permitted to stay at the hotel, regardless of having a confirmed reservation. StayWell Group reserves the right to refuse check in to or evict any individual under the age of 18 years that is not accompanied by a responsible adult.  In such case the reservation will be cancelled and 100% of total charges set out in your booking confirmation will be payable by you. Any prepayment will also be forfeited.

USE OF INFORMATION AND PRIVACY POLICY

You consent and authorise StayWell Group and the relevant hotel to collect, use and disclose your personal information for the purposes of administering your booking and providing you with any services associated with your booking.

You also consent to information which you have provided to StayWell Group or the relevant property as part of your booking being used by StayWell Group, the relevant property or any of their related bodies corporate for the purpose of informing you about offers and promotions which relate to StayWell Group or its properties subject to any restrictions set out in our Privacy Policy.

StayWell Group will not provide or disclose any information you have provided to StayWell Group or the relevant property to any person other than a related body corporate without your prior written consent.

Upon request by you and to the extent permitted or required by law, StayWell Group will provide you with access to and/or the ability to correct your personal information however only the person who made the booking will be entitled to access and/or correct personal information pertaining to that booking.

StayWell Group will erase your personal details from our marketing database on receipt of a written request from you to do so.  StayWell Group will retain your personal information in its booking system and on tax and accounting records for the period that such retention is required by law or government regulation.

For more information, please refer to our Privacy Policy on our website.

VALUABLES

You agree that any money or other valuables, goods or vehicles that belong to you, bought into the hotel building, grounds or car park remain your responsibility.