Terms & Conditions
Best Western Geelong Standard Cancellation Policy
The following cancellation policy has been designed so as to limit the financial damage caused to Best Western by clients that “no-show”, cancel or depart early without giving reasonable notice whilst considering that there may at times be events that are beyond the control of either party that may make it difficult for a client to arrive or cancel within a reasonable time.
Cancellation, no-show and early departure fees and/or charges will be considered so as to reflect Best Western Geelong Motor Inn & Apartments reasonable costs and expected and/or realised loss of revenue resulting from the cancellation, no-show or early departure. In most instances a minimum cancellation fee equal to one nights accommodation rate plus any associated additional charges and/or costs will be applicable. Additional nightly rate charges and ancillary costs may also apply. Clients are advised to refer to their confirmation emails for specific terms and conditions regarding accommodation bookings. Should any doubt exist, the cancellation terms and conditions within the confirmation email will be the guiding terms.
In the event that a confirmation email for direct hotel bookings has not been issued a standard cancellation of 24 hours notice prior to 2 pm on day of arrival will apply with a charge equal to the first nights accommodation rate. For all other channel bookings the cancellation terms and conditions of the third party channel shall apply. Same day arrival reservations will be non-cancellable/non-refundable.
Best Western Geelong Motor Inn & Apartments can strictly only cancel, shorten or amend bookings that have been made directly with the hotel. All other reservations need to be cancelled or amended via the same channel that the reservation was booked (this includes all third-party on-line travel agents such as, but not limited to, Booking.com, Expedia, Wotif, Best Western.com, Best Western Central Reservations, Agoda). Best Western Geelong Motor Inn & Apartments will not accept any responsibility for cancelling or amending reservations made via third-party booking channels. Directly booked reservations may be cancelled or amended with Best Western Geelong Motor Inn & Apartments via telephone, email or in-person. A cancellation number will be provided at the time of cancellation and this should be retained as proof of cancellation. Please note that a cancellation number may not be provided for reservations that are cancelled inside the penalty cancellation time-period. The issuance of a cancellation number inside the penalty cancellation time-period does not remove any cancellation penalty obligations. Proof of cancellation may be requested and required by Best Western Geelong Motor Inn & Apartments – without which appropriate charges will apply.
Best Western Geelong Motor Inn & Apartments reserves the right to charge a cancellation or any other penalty at any time. Such charges may apply at any time pre, during or post the cancelled reservation dates. Best Western Geelong Motor Inn & Apartments also reserves the right to charge full or partial cancellation penalties in varying amounts until it has been determined that the appropriate cancellation debt has been settled. Unless agreed between both parties, notice will not be provided on when cancellation charges will be processed.
Applicable cancellation penalties will be charged to the method of payment provided as a guarantee of arrival at time of booking or at any subsequent time thereafter. In most instances this will be the credit card provided at the time of booking or subsequently thereafter however other cancellation payment methods may also be utilised.
Cancellations and amendments may be made free-of-charge at any time outside the advised cancellation penalty time-period. For clarification purposes, the arrival time period will be considered as 2 pm on the date of arrival, and the 24, 48, 72 hours, etc cancellation time periods will count back from such time.
In the event that cancellation needs to be made inside the penalty cancellation period we strongly advise and recommend that you contact Best Western Geelong and/or your third-party booking agent as soon as possible. Early action might allow Best Western to minimise, amend or waive applicable fees and charges. Best Western Geelong will fairly consider both parties’ circumstances in considering applicable cancellation penalties. Please be advised that a number of business financial factors need to be assessed by Best Western Geelong Motor Inn & Apartments in considering all costs and potential/realised loss of revenues as a result of late cancelled, no-show and early departure bookings that have been held in good faith. Best Western Geelong Motor Inn & Apartments reserves the right to apply full or partial cancellation charges according to its assessments of reasonable out-of-pocket costs and potential/realised loss of revenues. Best Western Geelong Motor Inn & Apartments understands and empathises that guest health, mechanical and other travelling factors outside a guests control may impact a guests ability to stay as planned. Whilst guest personal circumstances will always be fairly and reasonably considered no such factor will necessarily be taken as an absolute reason to waive full or partial cancellation, no-show or early departure fees. Best Western Geelong Motor Inn & Apartments assures it will act in good faith and in a fair and reasonable conscience when assessing the circumstances applicable to both parties and any subsequent denial of cancellation, early departure or no-show refunds, should such occur, is not meant as a reflection of any lack of consideration in our genuine care and empathy of our guest individual circumstances.
Best Western Geelong Motor Inn & Apartments holds guests accountable and responsible for checking their individual reservation arrangements. This applies to bookings made both directly and via third party channels. The booking confirmation email will be considered as the guest travel dates. Any date errors or omissions remain the responsibility of the guest to identify and correct accordingly.
Please be advised that third-party agent costs and restrictions will at times take full cancellation refunds out of Best Western Geelong Motor Inn & Apartment’s control. In this instance full or partial charges and/or possible alternative transfer of dates may or may not be able to apply.
Damage policy
Please be advised that a condition of occupancy at Best Western Geelong Motor Inn & Apartments is that the person holding responsibility for occupying the room will be held liable for any loss or damage to the premises and/or its contents that they or other persons staying in the room might cause. Best Western Geelong Motor Inn & Apartments understands that guests will inevitably, through either accident, recklessness or intent, cause damage to fixtures, fittings, contents and other aspects of our property & premises. Please be assured that management will assess each & every incident on its merits to determine & understand how the damage occurred and its extent. For accidental minor damage, Best Western Geelong Motor Inn & Apartments will make our best endeavours to quickly repair/replace at the least possible cost (if any) to the guest. For more serious damages, please be advised that you will be fully responsible for Best Western Geelong Motor Inn & Apartments out-of-pocket costs for repairs, replacements and any lost revenue we may incur as a result of the room being out-of-order. Please be advised that the credit card provided at time of booking and/or check-in will be used by Best Western Geelong Motor Inn & Apartments as the guarantee of damages payment and we reserve the right to charge such. It is management’s intent to quickly repair/replace so as to allow both in-house & new arriving guests the comfort & enjoyment they expect. Our experience has been that quick & prompt self-reporting of damages in most cases results in an amicable and lowest cost outcome.
COVID-19 (Coronavirus)
In light of the current uncertainty we all face in our daily lives since the outbreak of COVID-19 (Coronavirus), Best Western Geelong has implemented steps to ensure we are cognisant and well prepared for all scenarios. Our absolute number one priority is the health and wellbeing of guests and staff along with playing our role to prevent COVID-19 spreading throughout our society.
There’s a lot we still don’t know about Coronavirus, but health authorities have been clear that maintaining good hygiene and social distancing are both critical and effective at limiting the viral spread.
Rigorous hygiene is critical
Best Western Geelong takes great pride in maintaining the highest standards of cleanliness and hygiene. In response to the coronavirus, we have taken additional stringent measures guided by global and local health authorities to make our cleaning and hygiene protocols even more rigorous. These steps include enhanced operating procedures such as increased frequency disinfecting regular touch points (ie: door handles, EFTPOS machines, electronic key cards, pens, etc). In addition, our guest rooms can be continuously ventilated with open windows and individual room air conditioning units
Social distancing is effective in limiting the viral spread
We have implemented social distancing measures to prevent the potential for further viral spread. Our self check-in / check-out process enables guests to avoid non-essential face to face interactions. Pre-arrival check-in instructions can be sent to guests providing access codes, directions and keys to guest rooms. Payment can be pre-processed with the credit card provided at time of check-in, thus avoiding the need for both parties to manually handle credit cards, eftpos machines, pens etc. Our express check-out facility allows guests to depart by simply dropping expired key cards in the key return boxes provided.
During these uncertain times, as a precautionary health measure we have temporarily ceased communal breakfast dining in our Mercer Lounge. Whilst the viral pandemic exists, breakfast will be available via room service only. We believe this measure will allow us to provide a more rigorous and stringent approach to food safety and hygiene whilst at the same time limiting any unnecessary close contact between unrelated and potentially unwell guests or staff.
We understand many guests will desire personal face to face contact with our staff and we assure that we very much value and enjoy our personal interactions with our guests. Personal service will of-course remain and our staff are available to assist during your stay. To respect both your personal space and avoid any risk of potential viral transmission during these uncertain pandemic times, our staff will respect a 1.5 metre personal distance, will be wearing a mask and will use non-contact methods of greeting and communication (ie: no handshaking).
Until further notice our property does not accept reservations or allow check-in from persons whom are required to self-isolate/self-quarantine; have recently been in close contact with a person who has a reported or suspected case of coronavirus; has a fever, cough, sore throat, shortness of breath or other cold/flu like symptoms in the last 72 hours.
Our hotel processes will continue to evolve as we learn more about this viral pandemic and the part we can play to limit its spread. We acknowledge that these are significant short term changes to the way we normally operate and interact and again we hope for your sincere understanding during these challenging and uncertain times that these measures all point back to our absolute number one priority – that of being the health and wellbeing of guests and staff along with playing our role to prevent COVID-19 spreading throughout our society.