TERMS & CONDITIONS
Pelicans Albany will do our best to treat our guests like Royalty. We ask that you would in turn treat our units like a Palace.
For us to be able to provide a high standard for our guests, while respecting the rights of our neighbours, we require our guests to comply with certain regulations. We appreciate that most people do the right thing, however the occasional bad experience has forced us to impose the following terms & conditions.
BY MAKING A PAYMENT, THE GUEST AGREES THEY HAVE READ AND ACCEPTED THESE TERMS AND CONDITIONS ON BEHALF OF ALL GUESTS STAYING AT THE PROPERTY.
USE OF PREMISES
The premises are let for holiday/short term residential purposes ONLY and only for the period stated on the booking form. Parties or large gatherings are NOT allowed. Pelicans Albany has a strict ZERO TOLERANCE policy for parties, functions or excessive noise from guests. Any type of function, party or large get-together will incur a penalty of $1,000 plus any extra charges incurred such as cleaning, and guests may be asked to vacate the premises. All guests are required to conduct themselves respectfully when staying at Pelicans Albany. Any violation of this policy, or even unruly behaviour, can and will result in you being evicted with no warning, full loss of tariff, and an eviction cost will apply.
NUMBER OF GUESTS
The number of guests is restricted to the usual sleeping capacity of the unit. Over-crowding of units will NOT BE TOLERATED, so make sure you have declared the correct number of guests. The number of guests must not exceed the number of guests included in the tariff. Occupancy may not exceed what is posted for each unit. Maximum occupancy includes children. Babies in cots do not need to be included in the total number of guests. Only the guests named on the booking form are allowed to stay. Any breach of this rule can result in all guests being removed from our premises without notice.
All children under 2 years stay free of charge in a crib.
All children under 12 years are charged $25 per night for extra beds.
Any additional older children or adults are charged $25 per night for extra beds.
The maximum number of extra beds per room is 1.
Any type of extra bed or crib is upon request and needs to be confirmed by management.
Additional fees are not calculated automatically in the total cost and will have to be paid for separately during your stay.
HOUSE SUPPLIES
All units are fully equipped. Pelicans Albany provides a small complimentary supply only of kitchen/ bathroom necessities (tea/coffee/sugar/milk etc. and some toiletries to get you through the first day). Any further supplies are the guest’s responsibility.
PAYMENT
The total price of the reservation/the balance of the reservation, will be charged on the morning of arrival.
Prices include (heating & hot water costs, linen & towels, cable TV, Internet usage , etc). In each unit an electricity allowance is allocated. Furthermore, excessive use of electricity will result in a surcharge being applied to your bill. Please ensure that all appliances, lighting, heating, hot water etc. are turned off unless required.
We accept Visa, MasterCard (payment surcharge may be applicable), AMEX and Diners Club (1.8% surcharge). If any fees are not received in accordance with the paragraph above, the booking may be cancelled by us and any payments already made, will be forfeited.
All accommodation charges and any "extras" charges must be settled by the guest, prior to vacating the premises.
CANCELLATION POLICY
Explanatory note: Once a booking has been made, we frequently have to knock back many other possible bookings - these people then book elsewhere and the opportunity is lost. Any changes to your booking may stop us from re-letting the unit on the same dates which would see us miss out on revenue completely. In light of this, please make sure you want this booking before going ahead to keep everyone happy. We suggest guests consider travel insurance to avoid any unforeseen circumstance.
CANCELLATION PROVISIONS
Cancellation of a reservation will be effective only from the date of receipt.
No-shows or cancellations within 72 hours will result in 100% of accommodation costs being charged.
Cancellations must be made in writing by e-mail to bookings@pelicansalbany.com.au or confirmed by phone on 08 9841 7500 during business hours.
Any cancellation may be liable to pay cancellation charges. Depending on the reasons for your cancellation, you may be able to reclaim these cancellation charges from your insurance company, if you have taken out travel insurance. We strongly recommend that all clients obtain appropriate travel and personal insurance cover. In exceptional circumstances we may find it necessary to cancel your booking or offer similar suitable accommodation. If this is not acceptable we will refund any sum you have paid to us which shall constitute fully and final settlement of any liability we may have to you as a result of such cancellation.
Pelicans Albany reserves the right to cancel your booking if:
- The unit or part of it is closed due to circumstances beyond its control.
- Pelicans Albany becomes insolvent or enters into liquidation or receivership.
In any of these circumstances, Pelicans Albany will refund any payments made in advance, but will have no further liability to the Client.
We will not be liable for any delay, loss, damage or expenses incurred if your booking needs to be altered or cancelled or we are unable to perform our contractual obligations as a result of events beyond our reasonable control, which shall include but not be limited to events such as war, civil strife, terrorist activity, labor disputes, natural or man-made disaster, fire, flood, and adverse weather conditions.
If we receive serious complaints or any disputes arises, we reserve the right to terminate your stay without notice.
SUPPLY OF PROPERTY
Pelicans Albany reserves the right to change or cancel bookings should the property be withdrawn from availability or otherwise be rendered uninhabitable/unavailable. We will do our best to find a suitable alternative for you, but failing that all payments (including credit card surcharge) will be refunded in full to you. No other claim, right, action or demand shall exist in or be made by either party.
Important note for short bookings: Guests with bookings of short stays (4 days or less) may be required to change to another property with similar or better features and in the same general area and at no extra cost, if their short stay prevents a longer booking from going ahead. This is at the discretion of Pelicans Albany and is to ensure maximum occupancy across all properties.
ARRIVAL / DEPARTURE TIMES
CHECK-IN is from 2:00 pm. Early check-in or late check-out may be possible in some circumstances, however charges may apply. Please ask if required. A representative from Pelicans Albany will meet you upon check-in, show you to your unit and show you how to access the building & building facilities. The building is NOT a hotel but is a private residential building and our representatives are not on-site after hours, check-in time should be confirmed at least 24 hours prior to your arrival. To avoid delays in the check-in process, any variation to your check-in time should be phoned through at your earliest convenience. If you expect to arrive after 5:00pm, please inform us in advance, using the contact details found on the booking confirmation to arrange key collection.
CHECK-OUT is by 10:00 am. If our cleaners arrive at check-out time (10 am) and you have not departed, penalties will apply after 10 mins. The keys are to be left --- on check-out.
INTERNET ACCESS (Wi-Fi)
Is included in your tariff. Internet is for general browsing and downloading large files is NOT allowed.
PETS OR ANIMALS
Strictly NO Pets or Animals are allowed to be bought onto either the premises or our units.
NO SMOKING
Our units are strictly non-smoking inside. Any evidence of smoking inside the unit will result in the cost of deodorising the unit and any other associated costs being deducted from your bond. If your unit has a balcony then smoking is permitted out there, providing the door remains closed, you use the ash tray & empty the ash tray into rubbish on departure. If ash trays & butts are not emptied on departure $50 will be deducted from your bond - emptying ash trays is not included in the basic exit clean. No Butts are to be disposed of over the edge of the balcony.
CLEANING
These are not serviced units, therefore an exit clean is done upon your departure. However, bookings of 4 nights or longer will include an interim clean which is included in your tariff. Please note, that if you leave the unit in such a mess that it can’t be cleaned in a standard timeframe, you will incur additional charges. Discolouring the towels from the use of spray tans, hair dye’s etc. is not included, and the cost of extra cleaning to remove stains or for the replacement of towels that stains cannot be removed from, will also incur additional charge of up to $1,000 at the discretion of Pelicans Albany. Guests are required to leave the carpet in the same condition as arrival. If the carpet is stained during your stay, this too will incur additional charges.
LIABILITY
Pelicans Albany will not be held liable or responsible for any injury or death sustained in our units or the building in general. No liability is accepted for any loss or damage done to guest property or vehicles, delays, expenses or inconvenience caused directly or indirectly by events or natural disasters beyond the accommodation provider’s control. Children are not allowed on the balcony unless under the immediate supervision of their guardian. The guardian takes full responsibility for the welfare of children, whether on the balcony, inside the unit, or in other available facilities such as the pool, spa and other amenities.
GUESTS’ PROPERTY
No responsibility is taken for guests’ personal property left on or near the premises. Doors and windows at the premises should be secured at all times. It is recommended that guests take out personal property insurance and travel insurance. If guests' property is found, any costs associated with returning the goods will be at the guests' expense.
NOISE AND DISTURBANCES
By Guests: Our Units are in a residential area and our neighbours are entitled to the quiet enjoyment of their home. Please respect the rights of our neighbours. Any nuisance or annoyance caused by guests to surrounding residents may result in immediate termination of booking with no refund, and any associated costs will be payable to Pelicans Albany by the guests or charged to the credit card details held.
By Neighbours: Pelicans Albany cannot be held responsible or liable in any way for noise or disturbances created outside the property by residents or workmen etc. and no discounts will be negotiated - please use your common-sense in dealing with these situations and remember these types of things do occur in any residential area at some point.
Pelicans Albany is under the watchful eye of 24 hour surveillance.
MAINTENANCE
It is possible that we may need to conduct routine maintenance during your stay. Additionally, Pelicans Albany does not guarantee against mechanical failure of heating, air-conditioners, televisions, DVD players, DVD's or other appliances. Guests agree to report any inoperative equipment to Pelicans Albany, and in doing so, we will make every effort to have maintenance done in the most-timely manner possible. Guest are required to allow maintenance personnel access to the property during reasonable hours (unless emergency conditions exist and out of hours’ attendance is necessary). No discounts or refunds will be given for equipment/appliance failure and for routine maintenance. Should a repair person make a call to the property and find that the equipment is in working order and the problem was due to guest/s oversight, the charge for the service call will be billed to the guest, and guest agrees to pay the charge. Please apply common sense in all cases.
GUEST RESPONSIBILITIES
Guests are responsible for:
· Damage to the property/premises or loss of or damage to any items at the property, including but not limited to floors and floor coverings, furniture and fittings, kitchen utensils, crockery, glassware, cutlery and the guest will pay to Pelicans Albany the full cost of replacement or repair of any such items damaged or lost. All damage, breakages or losses are to be reported to the Pelicans Albany immediately. All furniture and equipment must be left in the premises as originally found.
· Costs incurred for re-tuning TV's which have been de-tuned by guests or by the attachment of electronic devices.
· The safekeeping and replacement of accommodation keys. Duplicate keys are not always available. Guests requiring a key from Pelicans Albany representative after office hours will be charged a minimum service fee of $55. Guests need to return the key for the unit in the key return box at reception on departure.
· Leaving the property clean and tidy, upon departure is not just expected, but mandatory. Failure to do so will incur a cleaning charge up to $1,000 at the discretion of Pelicans Albany.
· Respect the residential amenity of the property and neighbours.
· Maintain the security of the property.
· Maintain noise to a reasonable level and between 10pm and 8am.
· Abide by any noise abatement order issued by police or any regulatory authority.
· Refrain from behaving in any drunken, obscene or anti-social behaviour and responsible for their visitors.
· Garbage must be disposed of in allocated rubbish chutes and bins, and rubbish must not be left in the car park, or public or common areas.
· Emptying the rubbish bins. A charge will be applied if excess garbage is left at the premises.
· Guests must notify Pelicans Albany of any complaints as soon as possible.
· Lost unit keys will come at a replacement cost of $100.
LETTING US KNOW WHEN THINGS GO WRONG
Pelicans Albany makes every attempt to have the premises in excellent condition, and our cleaners pride themselves on their work. If anything is not up to scratch, please advise us immediately – we can't fix it if we don't know about it, and we won’t give you a discount or otherwise make up for something wrong if you leave it until well after your arrival to let us know. Nothing makes us feel worse than when a guest has suffered through something for their whole stay when it could have been quickly fixed, so please do keep us informed!
That's all folks, enjoy your stay!
WEBSITE USE
Privacy & Cookies
Privacy introduction
At Pelicans Albany, we are as committed to protecting your privacy on our website as we are during your stay with us. This policy, which we update periodically, describes how we use and process your personal information and how we use cookies.
What information is collected?
When you make a booking with us through our website, you will be asked for your name, address, telephone number, email address, payment information, the number of guests travelling with you and your preferences for your stay.
When you visit our website, even if you do not make a reservation, we may collect certain information, such as your IP address, which browser you are using, and information about your computer’s operating system, application version, language settings and pages that have been shown to you. If you are using a mobile device, we might also collect data that identifies your mobile device, device-specific settings and characteristics, and latitude/longitude details.
Why is personal information collected?
Information is collected to make guest reservations, provide better customer support, make our marketing more relevant, optimise our guest supply, prevent fraud, carry out market research, and improve our services.
How does Pelicans Albany share data with third parties?
In specific circumstances we may share your personal data with the following third parties:
Third-party service providers: We may use third-party service providers to process your personal information on our behalf for the purposes specified above. We may also work with third-party payment service providers that require additional personal information to prevent fraud. The third parties involved in any of these services will be bound by confidentiality agreements and will not be allowed to use your personal information for any purposes other than those specified above.
Competent authorities: We may share your personal information with government or investigative authorities if we are required by law (or any regulation having the force of law) to do so. Such requirements include court orders, subpoenas, and orders arising from legal processes and criminal investigations. We may also disclose your personal data if it is strictly necessary for the prevention, detection, or prosecution of criminal acts.
What are cookies?
Cookies are small bits of information that are placed on your computer or mobile device when you visit almost any website. Cookies do not recognise you personally and are not harmful to your computer or mobile device. They are used to enable you to make bookings and to improve your website experience.
What types of cookies do we use?
Essential cookies: These cookies help you to move around our site and use all its essential features. Without these cookies you would not be able to make a hotel booking.
Analytics cookies: These cookies help us understand how our website is being used and how we can improve your website experience. These cookies cannot identify you personally as they provide us with anonymous information to help us understand which parts of our website interest our visitors and if they experience any errors. We also use them to help us monitor how our visitors reach our sites and how effective our advertising is.
User experience cookies: These cookies save your settings on our website like booking information you’ve previously used when booking accommodation with us.
How can I manage my cookies?
You can set or amend your web browser controls to delete or disable cookies. If you choose to disable cookies on your computer or mobile device, your access to some functionality and areas of our website may be degraded or restricted.
Where can I get further information?
If you have any questions about our use of cookies, please email us.
