Terms of stay and booking conditions
The conditions that apply to reservations, services and stays arranged through Cozy Hom Australia: booking, payment, cancellation, conduct and the practical rules of the building.
The short version
- Rates are confirmed in writing; quotes hold for 48 hours
- Standard cancellations are free to 48 hours before arrival
- Check-in 3 pm, checkout 11 am, extensions where the hotel allows
- The building is non-smoking; balconies included
- Casino floor is 18+ with photo ID, no exceptions
1. Bookings and rates
Rates are quoted in Australian dollars and confirmed in writing with the property's own booking reference. Quotes hold for 48 hours; availability is live and a quote is not a hold. Packages carry the inclusions listed in their confirmation and substitutions are made only with your agreement.
2. Payment
A card on file guarantees standard reservations; full prepayment applies to advance-purchase rates and package bookings. Incidental authorisations at check-in cover the first night plus $200 for incidentals. Charges from the property appear on your folio, not ours; we never hold your card details.
3. Cancellations and changes
Standard rates cancel free of charge until 48 hours before the 3 pm arrival; later cancellations charge the first night. Advance-purchase and package rates are non-refundable but can be date-shifted once, 72 hours out, subject to availability. No-shows charge the first night. All changes run through the desk so nothing is lost between systems.
4. Check-in, checkout and the room
Check-in runs from 3 pm, checkout until 11 am. Early arrivals are lodged at booking and honoured where the night before allows; worst case, luggage is stored and the lounges are open. Quiet hours run 10 pm to 7 am. The building is fully non-smoking including balconies; breaches carry a $400 cleaning fee.
5. Conduct and building rules
Casino floor and salons are strictly 18+ with physical photo ID. Smart casual dress applies precinct-wide after 6 pm. Registered pets under 15 kg are permitted in designated rooms at $60 per night; other rooms and all food venues are pet-free. Damage, extra cleaning and disturbances are charged to the booking card.
6. Our desk's obligations
We guarantee the accuracy of written quotes, the lodging of your requests into the property's systems and a named human to contact from booking to checkout. Where the property's delivery falls short, our obligation is to advocate and escalate on your behalf, which in practice is most of the value the desk provides.
Common questions
For standard rates: 48 hours before the 3 pm arrival time. Inside that window the first night is charged; before it, nothing is.
Yes. Standard bookings shift freely until the cancellation window; package and advance rates can be moved once if you give us 72 hours.
Questions about this policy?
The desk answers policy questions the same way it answers bookings: a person, a reply, a few hours.