Terms & Conditions
These terms and conditions are governed by the laws of Victoria, Australia. All references to “we”, “our” and “us” are references to the Torquay Tropicana Motel, Victoria Australia.
A copy of these terms & conditions can be provided on request at reception and available online at https://www.torquaytropicana.com.au/legal. These terms & conditions are subject to change without prior notice.
Please read these terms & conditions carefully.
By accessing and using the Torquay Tropicana Motel website or placing a booking with the Torquay Tropicana Motel, either directly through our direct website or through any 3rd party booking sites or entry into our property, you agree that your access to and use of Torquay Tropicana Motel is subject to these terms and conditions. The person booking and checking into the unit(“the Guest”), signing these conditions acknowledges and agrees that these conditions apply and extend to any person (also referred to as “Guest”) occupying or visiting Torquay Tropicana Motel complex and/or using the facilities in the complex at the invitation of or with the authority of the Guest. Guests agree to pay all charges incurred by them and their “Guest(s)” during their stay including loss or damage to the unit.
Privacy:
All personal information collected from you is maintained securely and is required to meet the requirements of Australian Federal or State legislation regarding the maintenance of a guest register, for fire safety reasons, for accounting and billing purposes and to market our services to you.
We will not make this personal information available to any third party without your prior consent except where required by law or to enforce our collection of amounts owing by you. We will not knowingly permit any misuse of this data. You may request access to personal information we hold about you. If you do not provide us with this information, we may be unable to provide you with accommodation.
COVID-19 Policy:
All guests are required to inform reception staff if they are experiencing any flu-like symptoms, either at check-in or any time during their stay. Please also inform your housekeeping staff at time of your daily room servicing.
Please notify reception staff if you are currently performing self isolation for any reason.
All guests must maintain safe social distancing measures (1.5m) from staff and other guests as defined by the Federal and State Governments.
Proper hand hygiene is very important and should be conducted at all times. Please wash your hands frequently and try not to touch public surfaces. Hand sanitiser is provided for use while in reception.
Some shared guest services may be affected or unavailable during this period.
We will take all required steps and precautions as set out by our Federal and State governments to help keep our guests safe and healthy during this difficult time.
Check-in / Check-out:
Occupancy commences and ends on the dates stated.
Standard check-in time is 2.00 pm. The name of the booking (or nominee) must be the person checking in. For guaranteed arrival prior to 2pm, a room must be reserved from the previous night and therefore includes an additional nightly charge.
Check out at the end of the occupancy is strictly 10 am (unless arranged prior). You must fully vacate the unit, including all belongings and persons.
Late check-out up to 11.00 am is at the discretion of the Motel manager and must be requested the night before check out. If not arranged prior, an additional $30 fee will be payable. Late check out after 11.00 am will incur the full “Late checkout” fee. See the section “Additional Charges” for details.
Maximum Occupancy:
Only the number of people designated on booking or check-in may stay in the unit overnight. You will be advised of the maximum occupancy per unit. Any extra people will be advised to leave. Due to law and fire safety regulations only the maximum occupancy is allowed.
Payments:
All prices are in AUD and include GST. We accept Mastercard, VISA, American Express (3% surcharge) and cash only. Company invoicing is available only on request and is strictly 30 days.
All payments are to be finalised on or before arrival to the motel. Payments may be processed without notice if guests have not checked in by 4:00 pm on day of check-in.
With regards to outstanding payments (eg. No show fee, cancellation fee). We reserve the right to charge a full or partial payment to your nominated card at anytime. Including before and after your stay.
Any payments that are left outstanding with no attempts made to resolve the outstanding balance will be handed over to a debt collection agency within 30 days.
Rates:
Rates do not include meals, transfers or incidental charges (eg. phone) unless otherwise stated.
Rates quoted are subject to change at any time. Minimum length of stay restrictions may apply to certain dates during special event periods.
Credit Card/Bond:
Entry to Torquay Tropicana Motel is conditional upon supply of a Valid Credit Card and/or Bond Money, Driver’s License & Vehicle Registration. If in the course of a guest’s stay during period of use, and/or any visitors of the guest to that room/unit and complex, should any unforeseen expenses become apparent the guest’s account/credit card will be charged an amount appropriate to the expense, at a rate determined by the management of Torquay Tropicana Motel. In the case of a bond, the bond funds will be held until such time that all costs associated with the said expenses are recovered.
Please see the section “Additional Charges” for details.
Keys:
You agree to return the key for the unit at the time of your departure or leave the key in your room, in plain sight. You agree to pay associated charges for the replacement of keys/locks should you lose or fail to return them. The responsibility to lock the unit is the guests upon departure/absence. The unit must be left securely locked upon check out and the key(s) returned to reception or in the room in plain sight.
Attempts will be made to contact the guest who will be given the opportunity to return keys taken. Failure to do so will result in the fee being charged to their credit card or bond.
See “Additional Charges” section for fee amount.
Refusal of Entry:
Managers reserve the right to refuse return guests who have caused damage or disruption to the motel and its guests on a previous stay and/or guests who have been evicted from other accommodation providers for same reasons or criminal behaviour. Also underage guests will be denied access to the motel unless accompanied by a responsible parent or guardian for the duration of their stay.
Tenancy:
Regardless of your length of stay there is no tenancy or other rights created under any laws and there are no such laws that apply to your stay. We grant you permission to stay in our units for the time stated on your booking.
Purpose/Disturbances:
The motel unit is not be used as a gathering place for partying or the like; The property must not be used for unlawful purposes and guests are requested to adhere to the rules ensuring every guest peaceful enjoyment of the location as any disruptive behavior will not be tolerated. Warnings: If the guest receives a warning or the occupancy is terminated and the guest fails to comply with the vacation notice the manager will be authorised to do whatever is legally required to enforce the eviction on any Guest and the removal of the Guest’s property.
Child Policy:
A child under 2 years old is considered an infant. (with own fold out cot – no charge)
A person over 2 years old and less that 12 is considered as a child.
A person over 12 years old is considered as an adult.
Pets/Animals Policy:
No pets or animals: are allowed on/in the property or units.
Guide dogs must have accompanying paperwork and will be subject to a cleaning bond. See “Additional Charges” section for bond amount, which will to be returned on successful inspection and checkout.
Cooking Policy:
Cooking in guest rooms is strictly forbidden by Health Authorities with the exception of the use of the microwave, toaster & kettle. Fees for additional cleaning may apply should guest cook inside a guest room.
Inspections:
The Managers may inspect the motel unit(s) at any time without notice should the managers opinion be that there is has been or is likely to be a breach of these terms and conditions.
Eviction:
Managers reserve the right to evict guests staying who have caused or are causing damage or disruption to the motel and its guests. If the occupancy ends or is terminated, the Guest must immediately vacate the premises. The Manager is authorised to do whatever is required to enforce the eviction of any Guest and removal of Guests property.
Cleanliness:
Please leave your room clean & tidy on departure. If an excessive clean is required this will be billed to your credit card after departure. See “Additional Charges” section for fee amount.
If you are staying in a Suite. You are required to clean your own kitchen dishes before check-out. Failure to clean your own dirty dishes will result in an additional cleaning fee being charged from your supplied credit card or bond. See “Additional Charges” section for fee amount.
Damage, breakage, theft:
Please take care when staying in our property. You are responsible and liable for any breakages or damage which you cause to the accommodation or its contents including the original artworks. We ask that you report any incidents when they occur. We do not normally charge for minor breakages, but we will charge your credit card or send you an invoice for repair if the damage or breakage is significant. Theft of items will be charged for at the replacement value plus labor.
Room degradation (such as vomit, bodily wastes) a “Extra cleaning” fee will be charged, plus any professional floor cleaning charges at cost, plus a daily room tariff equal to the daily tariff that we would charge if the room was available to be let or any other rate that may be agreed to by the management, in accordance with business demand on the day, until the said room has been returned to its saleable condition.
Cost of repair or replacement for general damage or theft of Motel property and any problem sufficient to result in a room being withdrawn from its availability to be let. In extreme cases, criminal charges will be pursued.
EV charging:
Prohibition of EV Charging: The motel expressly prohibits the use of its electricity supply for charging electric vehicles (EVs). This policy applies to all areas of the motel premises, including guest parking and any associated facilities.
Liability: Guests found charging EVs on the premises may be subject to additional charges or fines to cover the cost of electricity used and any potential damage to the motel’s electrical infrastructure. The motel reserves the right to assess these charges at its discretion.
Safety and Compliance: This policy is in place to ensure the safety and compliance with our infrastructure capabilities. Unauthorized use of our electrical supply can pose risks to the property and all its guests.
Alternative Charging Options: Guests are encouraged to use designated EV charging stations located nearby. Information about these locations can be provided upon request at the front desk.
Additional Charges:
- Cancellation fee – Equal to one (1) nights accommodation
- Late check-out fee – Equal to one (1) nights accommodation
- NO SHOW – Equal to the full amount (100%) of the booking
- Smoking in rooms fee – $150.00
- Lost keys fee – $80.00
- Extra cleaning fee – $400.00
- Cleaning dishes in Suite fee – $30.00
- Postage fee – $40 plus postage charge or COD
- Guide dog bond – $100
- Unauthorised EV charging – $100
Cancellation Policies:
Cancellations
Cancellations made up to 48 hours prior to arrival will NOT incur a fee.
Cancellations made within 48 hours of day of arrival will incur a Cancellation fee. See Additional Charges for details.
A reservation made directly with the Torquay Tropicana Motel can be cancelled directly with the Motel provided it is within the cancellation period.
A reservation made through a Third Party Agent must be cancelled ie. Booking.com, Expedia. Must be cancelled with the Third Party Agent.
Cancellation requests MUST be made via email.
No Show
If the guest has not arrived by close of office on the date of check-in and has not made any attempt to contact the business to inform them of their late arrival. The booking may be marked as a NO SHOW (See Additional Charges for details) and the booking cancelled immediately.
The property will attempt to contact the guest by any means available. eg. Phone, email, other messaging system. This is however at the discretion of the on-duty manager and not a requirement.
Double booking
We would only cancel your stay if your accommodation was unavailable for reasons beyond our control. We would however attempt to offer you alternative accommodation. If this was not possible, or unacceptable to you, then we would refund monies paid by you for your booking. Our liability would not extend beyond this refund.
Refunds:
NO refunds for room changes
NO refunds for early or unexpected departures
NO refunds given after check-in
All deposits are non refundable unless otherwise stated
Valuables:
You agree any monies or other valuables, goods or vehicles that belong to you, brought in or on to the units, grounds or car-park remain your responsibility and we will not be responsible for their safekeeping. No responsibility is taken for any property left by a guest at the premises (Please check all wardrobes and drawers before vacating the property).
Please ensure you take all of your belongings with you on your final departure. Fees apply should you ask us to post items you leave behind. See section “Additional Charges” for details.
Liability:
Without affecting any statutory consumer rights that cannot be lawfully excluded or limited: a) we will not be liable for any losses, damages, liability, claims or expenses (howsoever caused, including negligence, and whether direct, indirect or consequential) arising from the use of or connected with the Site or any products or services purchased on the Site, and b) we make no warranty or representation as to the fitness or suitability of any product or service displayed on the website or any linked website. Where our liability cannot be excluded, to the extent permitted by law such liability is limited to either: (i) for breach of implied terms, at our option, to resupply the service or the cost of resupplying the service; or (ii) otherwise, to the value of the booking made.
Misinterpretation:
Descriptions of Torquay Tropicana Motel are made in good faith and the Managers are not responsible for any misdescription/misinterpretation of the property, business or rates by other online booking sites.
Incidents/Accidents:
Please call 000 in emergencies. An incident report form must also be completed.