Terms & Conditions 

 

MERTON SUITES ACCOMMODATION AGREEMENTS

Please note that under these Hotel Conditions of Sale; all customers booking and paying for hotels are entering into an legal agreement with the Company (Meriton Property Services Pty Ltd).

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ADVANCED BOOKINGS

Meriton Suites will not guarantee or confirm a booking made more than 51 weeks (or 357 days before arrival). Requests and quotes beyond this period may be possible, although no rates and availability will be guaranteed and confirmed. Meriton Suites reserves the right to cancel or amend (with reasonable notice) any bookings made beyond this period.

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AMENITIES AND PERSONAL COMFORTS

The following amenities are included in all suites (variations may apply with brands subject to change):

• Bedding linen, blankets and pillows.
• Kitchen tea towels, dishwashing liquid and dishwasher tablets.
• Washing machine laundry detergent.
• Bathroom amenities: shampoo, conditioner, body wash, body lotion and soap.

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ARRIVAL/DEPARTURE

Check-in/arrival time is from 3:00pm. We allow guests to arrive earlier and store any luggage until the suite is ready. Early check-in before 3:00pm will be subject to availability and cannot be guaranteed.

Check-out/departure time is prior to 10:00am.

If the hotel is fully committed on the departure date, late departures or extensions not already confirmed will not be permitted. Extra charges may apply if a guest stays beyond their check-out/departure time.

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BABY COTS AND HIGHCHAIRS

Baby cots are available upon request at $10.00 per night (including linen and blanket). Highchairs are also available upon request and are available at no charge for the duration of your stay.

Baby cots and highchairs are subject to availability and cannot be guaranteed.

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BEDDING REQUESTS

Some 1, 2 and 3 bedroom suites are equipped with king-zipped beds in each bedroom that can be split into two (twin) single beds. If the single bed configuration is required, your bedding preference will need to be requested at the time of booking or by notifying our Reservations Team at least 2 days before you arrive at the hotel. Studio suites have king beds that do not split.

Extra charges will apply if the bedding configuration is changed on the day of arrival, during the check-in process or at any time during your stay.

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BONDS/ SECURITY DEPOSIT

For all bookings, a refundable bond is required upon arrival. And covers any damage or theft of hotel property that may occur to the hotel suite during the occupied dates.

A complete inspection of all suites will be conducted by hotel management after each guest departs to determine if there is any damage or theft. Hotel management may also take excessive cleaning charges out of the bond if deemed necessary.

Meriton Suites will refund the bond within 24-hours after the final guest departs, provided that any outstanding amounts owing are paid in full. Once the refund is actioned, it’s up to your card provider to post the credit to your account. This process typically takes 3 to 7 business days.

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CANCELLATION POLICY

• Our standard cancellation policy requires booking cancellations or changes to be advised to us by 2:00pm local time of the hotel’s location, 1 day before arrival.
• Penthouse Collection reservations require booking cancellations or changes to be advised to us by 2:00pm local time of the hotel’s location, 3 days before arrival.
• Extended Stay reservations require booking cancellations or changes to be advised to us by 2:00pm local time of the hotel’s location, 7 days before arrival.

If the guest does not arrive by 11:00pm local time on the arrival date without alerting the hotel, the booking will be released and the first night of accommodation will be charged. Any pre-payments (if any) will also be forfeited.

Guests who have booked through a travel agency or third-party website must contact these companies directly to make any cancellation or changes to their reservation.

*Over high demand, special event periods and group bookings, alternative cancellation policies may apply. The cancellation policy will be communicated during the booking process and can be supplied in a confirmation email when requested.

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CAR PARKING

Car parking facilities are available at all hotels (Excluding Melbourne). Car parking is subject to availability and occasionally may reach capacity. Our guest services team will assist in these times by directing you to a nearby overflow location. Parking and actual parking spot is not guaranteed at any stage of the reservation or registration process. Car parking incurs a per car per day fee at all locations.

You agree to enter the car park at your own risk. Meriton Suites does not accept any responsibility for damages or loss to your property or property belonging to someone else.

Street parking, when available, is regularly patrolled by the local authorities. We accept no responsibility if you choose to park off-site.

Please visit our Car Parking Information page for specific information on hotel car parking.

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CARD PAYMENT SURCHARGE

For card payments, please note that there is a 1.75% surcharge for online payments. In person payments made at check in with the following cards VISA, Mastercard, American Express, JCB, Union Pay, WeChat and Alipay+ will incur a 1.66% surcharge. This fee will be added to credit card payments, which is not greater than our cost of acceptance. This amount will be applied at the time of payment and is in addition to the nightly rates. There is no surcharge associated with paying via EFTPOS.

Card surcharges are subject to change at any time.

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CHILD POLICY

A maximum of one child or under the age of 12 years may share with their parents/guardians at no additional charge when using existing bedding.

Studio Suites are strictly limited to a maximum of two guests only, including children.

Guests travelling with multiple children will be required to book a suite type that will cater for the number of guests staying, without exceeding the maximum capacity of the chosen suite type.

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CREDIT/DEBIT CARD PRE-AUTHORISATIONS

Meriton Suites reserves the right when necessary to pre-authorise a credit/debit card upon arrival. This process validates the presented card and protects both the cardholder and merchant from fraud.

We may pre-authorise a credit card for any charges we determine that you may be likely to incur during your stay. This pre-authorisation may also include an amount to cover a security bond/deposit for damages. This pre-authorised amount is set aside by the card provider for up to 7 business days. The pre-authorisation will affect your available funds balance and spending limit. We recommend you contact your financial institution or card provider for more information on this process.

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COMMERCIAL USE, PHOTOGRAPHY AND FILMING

Our hotel suites are to be used solely for guest accommodation and enjoyment and are not to be used as locations for commercial activity. 

Any activity (including photography and filming) of a commercial or promotional nature is not permitted anywhere within the hotel.

Meriton Suites reserves the right to cancel accommodation and requires the immediate cessation of any activity in breach of this condition.

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COMMISSION

For travel agent commission information, please click here.

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DAMAGE/ THEFT

The guest who registers at check-in/arrival will be held accountable for any damages to the suite and its contents during the stay dates. The registered guest will also be liable for any damages caused within hotel common areas and any damage or theft to items belonging to the hotel (including damages or theft caused by those who are visiting a guest in the hotel). Any damage or theft caused by the guest (and their visitors) will result in forfeiting any deposits, pre-payment. Depending on the damage or theft involved, it may be subject to additional charges. We reserve the right to process any payments in addition to accommodation to the presented credit card supplied at check-in/arrival.

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EMERGENCY SERVICE FEE

The registered guest agrees to pay any Emergency Service Callout Fee charged for false alarms. This fee includes circumstances relating to smoking and cooking inside the room where the smoke alarm is triggered. Guests are advised to use the range hood when cooking.

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EVICTION OF A GUEST

Meriton Suites may evict a guest or visitors without warning. Guests who are evicted from a hotel may be blacklisted from all Meriton Suites locations and we may choose to notify the police. A guest is subject to such eviction should the following (but not limited to) occur;

• Intoxication and unsavoury behaviour
• Overcrowding, or when the number of persons in the suite exceeds the capacity: refer to Maximum Capacity Per Suite
• Physical or verbal assault towards hotel representatives, residents or other guests
• Wilful damage to Meriton Suites property
• Any incident for which the police need to be called onto the premises
• Any behaviour that poses a safety threat to others
• Ignoring advice to reduce excessive noise (music or other noise)
• Throwing of objects over the suite balconies or from windows
• Smoking within the suite (a cleaning and deodorising fee will also apply)

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FACILITIES AND SERVICES

Whilst care is taken to ensure that the description and images (photos) of our facilities and services is accurate, these are continually being changed, upgraded, and on occasion taken out of service. If any feature or facility is essential to you in choosing a particular Meriton Suites Hotel, it is your responsibility to confirm with the Hotel prior to making your reservation that the feature or facility will be available during your stay.

To the extent permitted by law and subject to your rights under the Australian Consumer Law, Meriton Suites is not liable for omissions, errors or changes to the facilities and services at a property, whether temporary or permanent (excluding any false, misleading or deceptive conduct).

Accommodation facilities listed may not apply to all suites types.

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FAILURE TO PAY

If a guest fails to pay immediately upon demand any amount owing to Meriton Suites pursuant to the booking and accommodation (including but not limited to telephone charges, suite damage and cleaning fees). In that case, Meriton Suites reserves the right to deny access to the guest and ask that they vacate the premises.

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GROUP BOOKINGS

A minimum of 10 suites reserved on one night is considered a group booking. Any group bookings made via any form of online distribution (such as our website or a third-party website) may be cancelled with a group proposal will be supplied. Different terms and conditions will apply for group bookings. These will be communicated in the group accommodation proposal and/or agreement (if applicable). This policy also applies to travel agents via their system.

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GUEST COURTESY

For the comfort of all our guests, we ask that noise is kept to a minimum so everyone can enjoy a peaceful and comfortable stay. We request that non-registered visitors leave all suites by 11:00pm each evening. Please also extend this courtesy to our neighbours when entering and exiting the building or car park.

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HOUSEKEEPING SUITE SERVICING

Our typical housekeeping service for “Fully Flexible Rate” and “Eminence Member Rate” is as follows:

• After every third (3) night, your suite will receive an Express Service where we will make the beds with existing linen, replace towels, replace finished amenities, stack the dishwasher and empty the rubbish
• For stays longer than 7 nights, your suite will receive a Full Service and be fully cleaned, including all linen changed once every seven (7) days
• No housekeeping is performed on Public Holidays and is rescheduled to the day prior or after

Guests who have booked using the “Go Greener” discounted rates will not receive any housekeeping service during their stay, however, will have access to additional kitchen or bathroom amenities upon request to our Guest Services team. If any housekeeping services are requested by a guest staying on a “Go Greener” rate, additional housekeeping fees will apply (see below)

All other booking rate types will have the frequency of housekeeping service communicated during the reservation process.

Housekeeping fees for additional Full Service

Studio suite	$40.00
Standard suite 1 Bedroom suite	$45.00
2 Bedroom suite	$65.00
3 Bedroom suite	$90.00
Penthouse Collection suite	$110.00

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HOW TO RESERVE

Bookings can be made online at any time on our website www.meritonsuites.com.au or by contacting our Australian based Reservations Team by email or telephone.

For contact information, please visit our Contact Us page.

Alternatively, bookings can be made through most travel agencies or selected third-party booking websites.

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INTERNET

Free Wi-Fi is available at all Meriton Suites hotels with uncapped downloads and unlimited usage.

To ensure the privacy and security of all our guests, we have implemented a new security feature on our Wi-Fi network called Wireless Client Isolation. This feature provides an added layer of protection by isolating your device from others connected to the network.

Please note that while you will still have full access to the internet, this security measure may prevent certain devices from communicating with each other. For example, connecting your iPhone to an Apple TV via AirPlay may not be possible.

If you have any questions or need assistance, please contact our front desk. We appreciate your understanding and thank you for helping us keep everyone’s data secure.

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JURISDICTION

These Terms and the Sites are governed by and construed in accordance with the State of New South Wales, Australia. If a dispute arises from these Terms, you agree to submit to the nonexclusive jurisdiction of the courts of New South Wales, Australia, except in relation to application for any injunctive relief sought by Meriton Suites. Our websites may be accessed in Australia and overseas. We make no representations that the Sites comply with the laws (including intellectual property laws) of any country outside Australia. If you access the Sites from outside Australia, you do so at your own risk and are responsible for complying with the laws in the place where you access the Sites.

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LIMIT OF LIABILITY

We do our best to ensure your booking arrangements are satisfactory, however, Meriton Suites does not accept any liability whatsoever for any injury, damage, loss, delay, additional expenses or inconvenience caused directly or indirectly by any events which are beyond our control, including, but not limited to, war, civil disturbance, terrorism, fire, floods, acts of God, acts of Government or any other authorities, accident to or failure of machinery or equipment, maintenance requirements or industrial action.

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MAXIMUM CAPACITY PER SUITE

Meriton Suites adheres to the following maximum suite capacities at all times:

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MINIMUM LENGTH OF STAY

As determined by Meriton Suites, a minimum length of stay may apply during high demand or special event periods. If you reserve a suite over such dates (as per the booking terms and conditions), you agree to stay for the required minimum nights. Any changes or cancellations (within the cancellation period) are subject to a penalty and may result in forfeiting any pre-payments and/or deposits.

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PAYMENT

Payment for the entire stay plus any incidentals is required at check-in/arrival. Different payment policies that require pre-payment may apply for high demand periods, special events, and group bookings. The payment policy will be confirmed at the time of booking. If the payment policy has not been adhered to, the booking may be cancelled.

We accept:

• Electronic funds transfer at point of sale (EFTPOS)
• Visa
• MasterCard
• American Express
• JCB
• China UnionPay
• WeChat
• Alipay+

Any credit cards being used for payment (including incidentals) must be present at check-in/arrival by the cardholder. A non-refundable credit card surcharge applies to all credit cards. We do not accept cash or Travel Money Cards or Visa/Mastercard Gift Cards at any of our hotels. All transactions are processed in AUD (Australian Dollars). Meriton Suites does not consider differences due to currency exchange rates or fees imposed by your bank to accept AUD. Refunds are issued based on the payment method at the time of purchase. Cardholder detail and proof of purchase may be requested to process refunds. The processing time for most refunds is 3 to 7 business days.

You agree that any charges for services provided to you that are not billed at the time of your arrival, may be added to your account for settlement as arranged or may be charged to the same credit card used to pay the account at the time of arrival or to the credit card used to guarantee payment or reservation of your account.

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PENTHOUSE COLLECTION SUITES

A (refundable) credit card charge of $2,000.00 applies in addition to the accommodation amount due at check-in/arrival for all Penthouse Collection suite bookings. The credit card charge will be refunded at check-out/departure after an inspection of the suite is completed by a hotel representative, deeming it in the same condition at the time of check-in/arrival.

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PET POLICY

Meriton Suites does not permit pets at any locations. An animal is considered a breach of Terms and Conditions, and you will be asked to leave or remove the animal. Service Dogs are exempt from the pet policy.

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PHOTOGRAPHS AND DESCRIPTIONS

Whilst care is taken to ensure that the photos and descriptions of our facilities and services are accurate, these are continually being changed, upgraded, and removed from service. If any feature or facility is essential to you in choosing a particular property. In that case, we highly recommend speaking to our Australian-based Reservations Team, who will assist your decision-making process and advise you if that feature or facility will be available during your stay. Descriptions are based on information available at the time of publishing and may vary or change at any time. Maps and location photographs are shown for general information only and highlight places in surrounding areas. Actual suites occupied may vary in decor and inclusions from those shown in the pictures.

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PHOTO IDENTIFICATION

Upon arrival at your selected hotel, valid Federal or State Government-issued photo identification (ID) matching the name of the primary guest registered on the booking must be presented at the time of check-in/arrival. This is a prerequisite to verifying your identity for hotel security purposes.

Acceptable forms of photo identification may include one of the following:

• An Australian Federal or State Government issued valid photo identification card (ID) (for example, a Proof of Age card or Australia Post Keypass identity card. Either a hard copy or via an Australian State Government electronic application.
• An Australian Federal or State Government issued valid driver’s licence or learner permit. Either a hard copy or via an Australian State Government electronic application.
• A Valid Foreign drivers’ licence.
• A Valid Passport (from any country).
• Other Australian Government recognised valid proof of age cards.

Note: Unofficial reproduced images (pictures) or photocopies of the above will not be accepted as valid forms of identification.

As per our Privacy Policy, any personal information on the collected form of identification will not be on-sold and will be securely stored and carefully disposed of at the end of its use.

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RATES

All rates are quoted in Australian dollars (AUD) per suite per night and include 10% goods and services tax (GST). Rates within bookings that have a valid confirmation by Meriton Suites will be honoured. Rates that have been quoted are not confirmed until a valid confirmation email has been received from Meriton Suites and are therefore subject to change. Meriton Suites reserved the right to amend rates that have been confirmed at incorrect rates due to human or distribution errors.

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RELEASE AND INDEMNITY

To the extent permitted by law, you agree to release, indemnify and hold harmless Meriton Suites and its current and former officers, employees and agents against and from all expenses, costs, liabilities, claims, actions, proceedings, damages, judgments and losses arising out of, caused by, attributable to or resulting from your reservation, your stay or your visit at any Meriton Suites hotel for any reason except to the extent the expense, cost, liability, claim, action, proceeding, damage or loss arose out of, was caused by, attributable to or resulted from Meriton Suites Hotels’ or its current or former officers’, employees’ or agents’ negligence or wrongful act or omission.

You agree that regardless of your length of stay at any Meriton Suites Hotel there is no tenancy or any other proprietary rights created under any laws.

We grant you a licence to stay in our hotel and we reserve the right to terminate the licence at any time if you are in breach of these Terms & Conditions or the Hotel Conditions of Sale.

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RIGHT OF ENTRY

If the Meriton Suites has a legitimate cause for concern or if the guest has not been seen nor been able to be contacted over some time, the suite may be entered by a hotel representative to ensure the safety and comfort of all guests is in order.

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RIGHT TO REFUSE ENTRY

Meriton Suites reserves the right to refuse a guest entry to the hotel or accommodation for any reason whatsoever, including where the guest has engaged in conduct on a previous occasion adverse to the hotel.

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ROLLAWAY BED

Rollaway beds are available at all of our hotels upon request at $65.00 per night (including bedding linen, blanket and pillow).

Please be advised that rollaway beds are subject to availability and are only suited for children aged 12 or under. NOT AVAILABLE FOR ADULT USE

Rollaway beds are not available at Meriton Suites Canberra, Meriton Suites Surfers Paradise or Meriton Suites Melbourne. Rollaway beds are also unavailable within the 1 Bedroom Mini Suite or 1 Bedroom Luxury Suite at Meriton Suites George Street, Parramatta.

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RUBBISH REMOVAL

A garbage chute is provided on each building floor to remove rubbish from the suite. All guests are responsible for removing their rubbish daily. Bags are provided in each suite with additional bags are available upon request to housekeeping.

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SECURITY AND LOSS PREVENTION

All Meriton Suites buildings are secure environments. We do everything possible to ensure security levels are maintained, and we ask that our guests do the same. Meriton Suites takes no responsibility for any personal possessions lost, stolen or misplaced whilst on the premises.

Any monies or other valuables, goods or vehicles that belong to you, brought in or on to our property, facilities or car park remain your responsibility and we are not responsible for their safekeeping.

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SERVICE DOGS

Service Dogs (Guide, Assistance or Hearing Dogs) are permitted and must have a medallion on their collar with the registration number. The owner must also carry a laminated pass (with the owner and dog’s name). Service Dogs are required to be harnessed in public areas. Please advise ahead of time if you will be travelling with a Service Dog.

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SCHOOLIES BOOKINGS

The annual School Leavers (Schoolies) Festival occurs from mid-November until mid-December each year. Meriton Suites is not an affiliated Schoolies Resort and should not be affected during this time as it is not accepting any reservations from any guests under 21 years of age at our Gold Coast hotels from Saturday 16 November 2024 until Sunday 1 December 2024. Meriton Suites reserve the right to refuse any booking or evict any persons between the Schoolies age range of 16 to 21 years who are not accompanied by a hotel registered adult over the age of 21.

Meriton Suites also has the right to refuse entry to anyone deemed to be within its hotels partaking in the Schoolies festival or not abiding by our T&Cs. Our hotels do not have any policies, procedures, or resources to accommodate the unique needs of school graduates during the annual “Schoolies Weeks”. It also does not have adequate resources to engage qualified security personnel to guarantee the safety, comfort and convenience of school graduate guests throughout this period.

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SILENT BOOKINGS

Silent bookings (also called “incognito bookings”) are not accepted. Valid photo identification is required upon arrival and our hotel system must be able to reference all guests correctly within our hotels. Guest information is kept secure for post-stay auditing purposes and may be provided upon legal demand from the authorities. If you wish to stay under a false name or require your details to be erased from our system after your stay, we regret that this request cannot be actioned and understand that you may choose an alternate accommodation provider where your request to remain anonymous can be met.

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SMOKING POLICY

Smoking inside the indoor areas of the suite, including the use of e-cigarettes, is not permitted. Fines will apply to guests who do not adhere to this policy. Some suites have outdoor balcony areas with ashtrays where smoking is allowed.

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SOCIAL MEDIA GUIDELINES

If you intend on using social media to post about Meriton Suites, it is recommended that you read the Meriton Suites Social Media Guidelines to ensure that all posting is done in a satisfactory manner.

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SPECIAL REQUESTS

Whilst we aim to meet all special requests, these cannot be guaranteed. Please ensure you advise our Australian based Reservations Team before check-in/arrival if you wish to make any special requests for your stay. Specific views, suite numbers or floor allocations are subject to availability and cannot be guaranteed.

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SUITE TYPES AND ALLOCATION

Suites reserved in each booking are guaranteed. Specific suite 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 suite types need to be reserved when booking to be guaranteed. If for any reason, the suite type reserved is no longer available at the time of check-in/arrival, Meriton Suites will provide a substituted suite of equal or greater value and standard at the same rate confirmed. In extreme cases, Meriton Suites will relocate guests to a nearby suite or hotel of similar standard (including transportation) or alternatively offer a full refund.

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THIRD-PARTY SELLING

Meriton Suites does not permit resale to a third-party or trade purposes without prior consent and/or written agreement. Meriton Suites reserves the right to accept or reject any such bookings. This policy also applies to group bookings and negotiated corporate rates that are resold.

Meriton Suites does not warrant the accuracy of any information, images (photos), statements or representations made by third parties and is not liable for any act or omission, error, default or negligence of any third-party provider.

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TRAVEL INSURANCE

We highly recommend that all our guests have an appropriate level of travel insurance. Many travel agents or insurance providers can arrange travel insurance.

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UNACCOMPANIED MINORS & MANDATORY AGE REQUIREMENTS

You must be 18 years of age or over to book accommodation and register as the primary guest to stay at any of our hotels.

Any guests under the age of 18 are considered a minor and must be accompanied by a responsible adult who is a legal guardian or has parental rights and responsibilities for any guests under the age of 18 at all times throughout the booking duration. This includes within their hotel suite and recreational facilities such as the hotel pool, spa, sauna and gym.

If a person under the age of 18 years is located in a hotel suite or the recreational facilities and is not accompanied by a hotel registered adult over the age of 18, Meriton Suites will contact the primary registered guest to determine why the unaccompanied minor has been left unsupervised within the hotel. If a legitimate response is not established, Meriton Suites reserves the right to evict all directed guests immediately, with the total booking amount being forfeited.

Meriton Suites will not accept any responsibility for any injury caused to an unsupervised minor staying within our hotels, nor can we provide the service of supervising and caring for a minor during their stay.

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UPDATES AND TERMINATION

Meriton Suites may vary these Terms at any time. By continuing to use our Sites you consent to any variations. It is your responsibility to regularly check these Terms for any variations. At any time, we may, in our sole discretion, suspend or terminate the access to the Sites for any user without notice for any reason, including but not limited to a breach of these Terms.

Suspension or termination shall not affect either party’s rights or liabilities, Meriton Suites may disclose any information we may have about a user in relation to an investigation or allegation that your use of the Sites breaches these Terms, or any applicable laws. Meriton Suites may identify or bring legal action against any person who is or may be breaching these Terms, including obtaining injunctive relief.

UPDATED: 10th January 2024.