Guest code of conduct

Like you, we love to be treated fairly and with respect. Whilst the majority of our guests do this, some sadly ruin things for others. As a workplace, we must meet requirements regarding safety, harassment and bullying behaviour. As a residential accommodation provider, you are staying in a residential building and it’s important you treat the building and your apartment appropriately.

Guests and Visitors must:
•    Comply with all House Rules and By-Laws;
•    Respect the residential amenity and security of the property and neighbours;
•    Refrain from anti-social behaviour;
•    Guests must control and be responsible for Visitors and ensure that Visitors comply with the House Rules;
•    Comply with any instructions from the Manager and security services during their stay; and
•    Notify the Manager of any disputes or complaints as soon as is practicable.

Staff and contractors must be treated with respect, this is a legal requirement and guests threatening or abusing staff will have their booking cancelled immediately.

•    Guests suspected of being intoxicated or under the influence of drugs will not be checked in. 
•    There must be no alcohol consumed or open bottles in common areas

Guests must not create noise which is offensive to neighbours especially between 9pm-8am and during arrival and departure at any time throughout the occupancy. Offensive noise is prohibited and may result in:
•    termination of permission to occupy the Property;
•    eviction;
•    loss of rental paid; and
•    extra charges for security and other expenses which may be deducted from Security Deposits or Bonds.
Guests must abide by any noise abatement conditions, standards and orders issued by police or any regulatory authority to minimise impacts upon the residential amenity of neighbours and local community.
Balconies must not be used after 9pm.

Guests are responsible for ensuring the limits set on Visitor numbers is complied with at all times; and guests are responsible for ensuring that Visitors comply with these House Rules. Visitors must leave by 10pm. Maximum number of guests including visitors in a room must not exceed 6. Please remember all visitors must leave by 10pm.

Our locations are residential so, please look after our apartments like your own home. We have a strict no party policy, building security will ask guests to leave and enforce building rules if needed. The Property is not a “party house” and any such activities are strictly prohibited; and no gathering, celebration or entertainment is permitted at the Property. Maximum number of guests including visitors in a room must not exceed 6

Guests and Visitors must comply with parking regulations and show consideration to neighbours;
Guests must park in their designated car park

Smoking is not permitted indoors at all, guests smoking inside will be charged a $250 cleaning fee

Pets are not permitted indoors except when approved by management in a pet friendly apartment. Northbank is the only location allowing for pet stays.

Guests are granted a limited permission to occupy the property for accommodation purposes (for specified dates) once the total fee has been paid. Your stay is not a residential tenancy agreement unless you are on a Long Stay Booking of 90 days or more. If you breach any of the Terms and Conditions this may cancel your licence to occupy and result in eviction without refund.  Should you not vacate the premises you will be trespassing.

•    All fire equipment must not be interfered with
•    No clothing or drying racks are to be placed on balconies
•    Rubbish is only to be disposed through a terrible chute, this is never to be left outside the apartment door. Excessive rubbish must be taken to the ground floor rubbish area. Blocking of rubbish chutes will involve additional service fees
•    Do not consume alcohol in common areas
•    Children under the age of 16 are only permitted to use the Recreational Facilities whilst under direct adult supervision
•    Glassware is not permitted within Recreational Facilities
•    Alcohol and food is not permitted within Recreational Facilities
•    Suitable clothing and footwear must be worn at all times

Breach of these House Rules is a breach of the Terms and Conditions of occupancy.
The Owner and Manager reserve the right to terminate permission to occupy and to evict from the Property, Guests or Visitors who refuse to follow these House Rules or who cause a nuisance.

You agree by entering our properties to recording of your image, and that of your guests in public areas of the building and surrounds, and acknowledge this information may be supplied on request to Victoria Police and other state and territory agencies as required under law.

The guest who registers at check-in/arrival will be held accountable for any damage to the apartment and contents during the stay dates. The registered guest will be liable for damages caused (including those by third parties visiting the apartment) which will result in forfeiting any deposits, pre-payment, cash security deposit and also may be subject to additional charges. We reserve the right to process any charges in addition to accommodation to the presented credit card supplied at check-in/arrival. Any additional charges may be referred to collection services and action will be taken for the recovery of such.

You agree to building management and security personnel entering your apartment in an emergency such as the external wind alarm activating. This is requirement by the buildings registered engineering schematics.

For the security of all guests it’s important we understand who is staying and collect important information. Our team use Apps made by Zoho to collect your name, address and phone number. We are required to also verify a valid photo ID i.e. a driver’s license or passport and to collect a small security deposit. We collect all of this information securely in our secure app 'canvas', we then upload this and the original information such as photos of your credit card and photo ID are deleted automatically from the device used. This process is very similar to that used by most hotels except rather than photocopying your items we store this electronically. In general, most information is only stored for 7 days after checkout.
The primary guest, 'the booker' must be a minimum of twenty-one (21) years old at time of stay. This guest must produce matching photo ID and a valid credit card in the same name. In the lead, up to your stay we will also capture a $250 (1-bedroom apartment) or $500 (2-bedroom apartment) security deposit on your valid credit card, as we don’t store this information you can expect a call from one of our team. This transaction is called a ‘Authorisation’ and is simply a hold on funds, it does not get transferred to us unless we ‘Capture’ it later. Like most accommodation providers, this security covers keys, damage etc, it’s very unlikely it won’t be released and we will always tell you if it’s not going to be released. Unfortunately, if you cannot provide this information we won’t be able to assist with your check in.

For a complete document including our full terms and condition please click here.