Terms & Conditions

Read the terms of our serviced apartments in Brisbane

Effective for all bookings, registrations, and stays. By confirming your reservation, making payment, or completing our digital registration card, you accept and agree to be bound by these Terms & Conditions on behalf of yourself and all accompanying guests.

1. Important Information

  • All bookings are subject to these Terms. By proceeding with a booking or registration, you confirm acceptance of these Terms.

  • For bookings of 90 days or more, a separate residential tenancy agreement may be required, which overrides these terms where inconsistent.

  • Bookings via Travel Agents or Online Travel Agencies (OTAs) may include additional third-party terms.

  • These Terms integrate and supersede Alcyone’s Apartment Booking Terms and Guest Registration Card Conditions.

2. Definitions

  • Advance Purchase Booking: Prepaid, non-refundable bookings.

  • Peak Season Booking: Bookings during designated high-demand periods.

  • Long Stay Booking: Stays of 14 or more consecutive nights.

  • Standard Booking: All other booking types.

  • Booking Credit: Accommodation credit issued by Alcyone.

3. Booking & Payment Terms

  • A valid credit/debit card is required to secure all bookings.

  • By providing card details, you authorise Alcyone to charge for accommodation, incidentals, damages, cancellations, and no-shows. MOTO (Mail Order/Telephone Order) transactions may be used as required.

  • Cash payments require full prepayment plus a $500 bond.

  • Credit card surcharges: 1.1% (Visa/Mastercard), 1.98% (AMEX) + $0.28 per transaction.

  • Advance Purchase Bookings must be paid in full upon booking and are non-refundable.

4. Cancellation & Amendments

  • Standard Bookings: Free cancellation up to 2:00 PM the day before arrival.

  • Cancellations after this time incur a fee equal to one night’s stay.

  • No-shows are charged the full booking value unless terms differ (e.g., Advance Purchase).

  • Peak Season, Long Stay, and Advance Purchase Bookings: May have stricter cancellation terms as disclosed during booking.

  • Booking changes are subject to availability and may attract rate changes or amendment fees.

5. Check-In, Check-Out & Identification

  • Check-in: 2:00 PM | Check-out: 11:00 AM.

  • Early check-in or late check-out must be pre-arranged and may incur fees.

  • Valid government-issued photo ID (Passport or Driver’s Licence) is required at check-in.

  • The registered guest must be 18+ years old and is responsible for all guests on the booking.

  • Guests under 18 must be accompanied by an adult.

6. Security Bond & Authorisation

  • A pre-authorisation (up to $500) is processed on arrival to cover incidentals and damages.

  • If paying by debit card: a $250 bond applies.
    If paying by cash: a $500 bond is required.

  • Pre-authorised amounts may appear as “pending” and reduce available funds until released.

  • Cash bonds are returned after inspection confirms no damage or excessive cleaning.

7. Guest Conduct & Property Rules

  • Strict No Party and No Smoking policies apply.

  • Smoking is prohibited in apartments, balconies, and all common areas.

  • Breaches of these rules may result in immediate eviction without refund, cleaning fees, and being blacklisted from future stays.

  • Guests are liable for any damages, loss, or excess cleaning costs.

  • All guests must adhere to Body Corporate by-laws, including:

    • Noise control

    • Parking regulations

    • Waste disposal

    • Common area usage

    • Balcony safety

  • Eviction may result if any of the following occurs:

    • Overcrowding

    • Intoxication or disorderly behaviour

    • Threats or abuse toward staff/residents

    • Property damage or theft

    • Police intervention

    • Ignoring repeated noise warnings

    • Throwing objects from balconies

8. Parking & Pets

  • Onsite secure parking is limited and must be pre-booked. Charges apply.

  • Display your parking voucher on your dash while parked.

  • Alcyone accepts no liability for loss or damage to vehicles or contents.

  • Pets are not permitted unless pre-approved in writing. Only small dogs in designated apartments may be accepted.

  • Extra charges apply for cleaning and sanitisation. Guests are responsible for all pet-related damage.

  • Ask about our Pamper Your Pooch packages.

9. Refunds & Booking Credit

  • Eligible refunds are processed to the original payment method and may take up to 7 business days.

  • Transaction fees are non-refundable.

  • Booking Credit is valid for 12 months and redeemable only for accommodation at Alcyone.

10. Facilities & Special Requests

  • Facilities vary by room type and are subject to change without notice.

  • Special requests (e.g., high floors, views) are not guaranteed, but noted where possible.

11. Third-Party Services & Insurance

  • Alcyone is not liable for services/products from external providers, including tours, food delivery, or transport.

  • We strongly recommend travel insurance to cover trip disruptions, cancellations, or losses.

12. Force Majeure & Liability

  • Alcyone is not responsible for delays or service interruptions due to events beyond its control (e.g., pandemics, weather events, strikes).

  • Liability is limited to the value of services paid and not rendered.

13. Privacy

  • Alcyone collects personal information in accordance with the Australian Privacy Act.

  • Guest data may be used for booking, operations, security, and communication purposes.

  • See full policy at: www.alcyone.com.au/privacy-policy

14. Jurisdiction

  • These Terms are governed by the laws of Queensland, Australia.

  • Any disputes arising will be subject to the exclusive jurisdiction of Queensland courts.

15. Housekeeping & Room Servicing

  • Daily servicing is not included unless stated in your rate plan.

  • Long Stay bookings (14+ nights) include weekly servicing.

  • Additional refresh cleans may be requested and incur charges.

  • A full exit clean may be charged if guests change mid-way through a Long Stay booking.

16. Gift Cards

  • Gift Cards are non-refundable, non-transferable, and not redeemable for cash.

  • Valid for 12 months from issue date.

  • Lost or stolen Gift Cards will not be reissued.

  • Cards may be used for accommodation only (incidentals excluded unless otherwise stated).

17. GST Treatment

  • In accordance with Australian Taxation Office (ATO) guidance, GST is generally not applied to the accommodation component of your booking where the supply qualifies for input-taxed treatment (e.g., long-term stays or residential accommodation).

    As such, the GST amount shown on your tax invoice may not represent 10% of the total booking cost. However, any taxable components of your booking - such as package inclusions, parking, meals, or other extras -may attract GST at the applicable rate.

    All rates are quoted on a GST-inclusive basis where applicable