Frequently Asked Questions
1. Payment Information
2. Deposit Policy
3. Booking at Metro Hotels and Booking Fees
4. Cancellation and Changes to Bookings
5. Charges for Extra guests
6. METRO DIRECT Best Rate Guarantee
7. Special On-line Accommodation Rates
8. Extended-Stay Rates
9. Protecting your Privacy
10. General Property policies
11. Car Parking
12. Giving Us Your Feedback / Contact Us
13. Can't find the answer to your question?
1. Payment Information
www.MetroHotels.com.au Website Bookings
Full payment for room or accommodation packages will be deducted immediately from your credit card at the time of booking. The Hotel will process the payment using the credit card details provided and the record of charge number for the transaction will be returned by email, upon request.
The Hotel reserves the right to cancel reservations on declined credit card transactions.
All Other Bookings
All room accommodation must be settled upon check-in by either Credit Card or Cash (including Eftpos) only. Valid photo ID and security deposit for incidental charges is also required at check-in (see below Deposit Policy)
The following credit cards are accepted at all Metro Hotels, Apartments and Inns for payment of room and incidental charges:-
- Mastercard
- Visa card
- Bankcard ( Australia )
- Diners
- American Express
* Bankcard is not accepted for online reservations via MetroHotels.com.au
* The property reserves the right to apply an administration fee of 3% of the total bill / booking charge for payments made by AMEX (American Express) and DINERS, and 1.5% for Visa and MasterCard
Unless prior credit facilities have been established, cheques will not be accepted by any property to pay the remaining bill at the time of check-out.
International Money Orders and Travellers Cheques in foreign currency cannot be accepted as a method of payment.
2. Deposit Policy - Check-in
MetroHotels.com.au Website Bookings
A security deposit, using one of the following methods of payment, is required at check-in.This is to cover any incidental charges (such as telephone, restaurant, etc) that may be incurred during your stay.
A valid government-issued photo ID (such as a drivers license) will also be required. The property may retain a copy of this ID for identification and security reasons.
Credit Card
The most common deposit provided by the majority of our guests is valid credit card details at the time of making their reservation. This is the easiest, safest and most convenient method of securing your booking.
The credit card must be in the name of the guest, unless arrangements have been made with the property prior to your arrival date.
No funds are deducted from the credit card at this stage (unless otherwise advised by the reservations staff). Upon check-in you will be asked for your credit card and Reception staff will seek an "Authorisation" for available funds.
If you do not have a credit card then your Reservation must be confirmed with one of the following methods of payment:-
Cheque / Money Order
- Your cheque / money order must be received by the property at least 10 days prior to your date of check-in. Once received by the property, the cheque / money order will be processed immediately for payment.
- Upon check-in at the property you are required to pay the remaining amount of your entire accommodation charges (less the deposit already paid), upfront. A Security Deposit of AUD $100 (minimum) cash is also required to cover incidental expenses such as telephone calls, pay per view movies, mini bar and the like. Should there be no outstanding charges at the time of departure, this security deposit will be refunded to you, in full.
- You will also be required to produce photo identification at check-in.
- Unless prior credit facilities have been established, cheques will not be accepted by any property to pay the remaining bill at the time of check-out.
Cash
- Cash bookings are at the properties discretion and may be declined by the property.
- A deposit is still required to be received by the property at least 10 days prior to your date of check-in.
- Upon check-in at the property you are required to pay the remaining amount of your entire accommodation charges (less the deposit already paid), upfront. A Security Deposit of AUD$100 (minimum) cash is also required to cover incidental expenses such as telephone calls, pay per view movies, mini bar and the like. Should there be no outstanding charges at the time of departure, this security deposit will be refunded to you, in full.
- You will also be required to produce photo identification at check-in.
3. How to Book at Metro Hotels and Booking Fees
View a Step by step guide to booking through Metro Hotels
There are NO BOOKING FEES charged for any bookings made when you book via www.MetroHotels.com.au
4. Cancellation and Changes to Bookings
MetroHotels.com.au Website Bookings
To cancel a reservation on MetroHotels.com.au click on "Change a Reservation" on the property booking page. Follow the procedures as described. Please remember to retain the cancellation number for your records.
Please check your booking confirmation for specific cancellation policies relating to your selected property and rate/package.
For cancellations inside the property's cancellation period - a cancellation fee of the first night's accommodation will apply, unless otherwise specified in your booking.
Cancellations or changes to your booking dates made outside of the property’s cancellation period are permissible and no charge applies. A maximum of 2 changes per reservation are permitted without penalty.
There is a possibility that your rate will change if you make changes to your booking. Rates are dependent on many factors such as seasonality, day of week, length of stay, room type, number of people in the room, etc.
No refunds will be given for early check outs.
All Other Bookings
For all reservations made direct with a Metro Hotel, Apartment or Inn, please check with your chosen property regarding cancellation policies.
There may be occasions during periods of very high demand, such as New Years Eve, where there is no cancellation period allowed.
If you cancel your booking within the designated cancellation period or you fail to cancel your booking (referred to as a "no-show") then you will be subject to a charge of one full nights accommodation for all rooms you have booked.
If you are uncertain then simply enquire at the time of making your reservation.
If you are making a room booking through a 'third party' such as an internet booking site, travel agent or corporate travel manager then be sure to check with them what their cancellation policy and cancellation fee is. Some 'third party' operators have a different cancellation policy and cancellation fee to what is offered by the property.
There is a possibility that your rate will change if you make changes to your booking. Rates are dependent on many factors such as seasonality, day of week, length of stay, room type, number of people in the room, etc.
5. Charges for Extra guests
Unless otherwise specified, all rates and packages offered by Metro Hotels, Apartments and Inns are based on two people per room using existing bedding.
Charges will apply for each additional person sharing the room. For specific information on Extra Guest charges please enquire with the property directly.
Children 12 years of age and under stay for free when sharing/using existing bedding in the room (does not include sofa beds).
Baby cots are can be provided free of charge. These are available on request and subject to availability.
6. METRO DIRECT Best Rate Guarantee
Metro Hotels, Apartments and Inns guarantee that when you reserve a room through one of our official Web sites, by phone through our Central Reservations Centre, or at a Metro property directly, you won't find a qualifying lower room rate-anywhere.
7. Special On-line Accommodation Rates
You have access to the same rates and availability online as you would if you called the property directly. This includes Seniors Rates (relevant ID required), General Managers Specials and Hot Deals.
Additionally, group, convention and negotiated corporate rates can be booked direct with the property via telephone, facsimile or email. Alternatively, if you have been provided with a "booking code", please enter this code in the field provided on our website booking page.
8. Extended-Stay Rates
You may be able to book extended-stays for a particular property directly on MetroHotels.com.au. Alternatively you can contact the specific property directly and they may be able to offer attractive extended-stay rates. Generally, as the length of your stay increases the per night rate can decrease.
9. Protecting your Privacy
Metro Hotels, Apartments and Inns has a strong commitment to providing excellent service to all our customers, including respecting your concerns about privacy. We understand that visitors to our web site may have questions about whether and if this web site collects and uses information. Therefore, we have prepared a statement outlining the privacy principles that govern MetroHotels.com.au.
This information is presented in our Internet Privacy Statement
10. General Property policies
Check-in / Check-out times
- The guaranteed check-in time for all Metro Hotels, Apartments and Inns is 2.00 pm on day of arrival. Early check in is subject to availability on the day of your arrival. Early check-in cannot be guaranteed.
- Guests may choose to pre-register for early arrival by booking and paying for the night prior to their arrival. Please contact the property directly if required.
- Luggage storage can be provided if early check in is not available.
- See specific property for check-out time.
- Late check out may be possible by contacting the property directly and is subject to availability on day of departure (charges may apply - check with reception)
- An additional night's full accommodation rate may apply to guests who fail to check-out by the specified time stated on their booking.
Age of Guests
Age restrictions may apply for guest under 18 years of age who wish to stay at one of our properties unaccompanied by an adult or legal guardian. Please contact the specific Hotel, Apartment or Inn for further details.
Metro Hotels Smoke-free Hotel Policy
Metro Hotels is committed to providing its guests and associates with a 100% smoke-free environment, and is proud to boast one of the most comprehensive smoke-free hotel policies in the industry. Since its introduction in May 2006, the policy has been implemented in all 14 properties throughout Australia under the Metro Hotels, Metro Apartments, Metro Inns, Aspire Hotels brands.
The smoke-free hotel policy has received praise and positive support from guests and the broader community, and Metro Hotels remains committed to achieving a smoke-free environment in all of its properties. The continuing efforts of these properties to comply with the smoke-free policy reinforces Metro Hotels commitment to being an environmentally friendly company.
We look forward to welcoming you — so you can experience the clean and clear difference that Metro Hotels offers.
1. What is Metro Hotels Smoke-free Hotel Environment strategy?
Metro Hotels Smoke-free policy strategy includes all of the company’s accommodation brands throughout Australia. This policy began in May 2006.
This policy includes guest rooms, public spaces and hotel management work areas.
2. Why did Metro Hotels implement a Smoke-free Hotel policy?
The majority of guest requests favour a non-smoking hotel environment. The only way to provide this experience is to not allow smoking within the property. Therefore, we have applied this preference throughout our hotels. We do provide designated smoking areas outside the building to accommodate the needs of guests who smoke.
3. How will smokers be accommodated? Will they be able to smoke on the property?
Although smoking is not permitted within hotel buildings themselves, guests who smoke are permitted to do so outside in designated areas.
4. What measures will Metro Hotels take to enforce the Smoke-free Hotel policy?
All property staff have been trained to respond to potential violations of the policy. For example, housekeepers are trained to observe signs of smoking in the hotel. Guests are reminded at the time of booking and upon arrival at the hotel that smoking is not permitted inside the building. Pre-arrival email notifications also include a reference to the policy. Signage is also placed in the rooms and the information about all properties being non-smoking is highlighted in all online and offline marketing material. There is a significant room recovery fee for guests who do not comply in order to cover the extensive cost of restoring guest rooms to a smoke-free condition.
Pet policy
For the comfort and enjoyment of all guests, our properties with the exception of Metro Inn Albany have a strict "No Pet" policy other than registered guide-dogs. For further information, enquire at the specific property directly.Are you looking for a dog Minder while your away? www.Findadogminder.com.au
11. Car Parking
See specific property for more information
Please Note: It is advisable to reconfirm parking availability and costs at the time of making your reservation and/or when checking in as these may change from time to time.
12. Giving Us Your Feedback / Contact Us
We value your comments and suggestions and we would like to hear from you. The simplest and most efficient way to reach us is through e-mail by clicking on the "Contact Us" found on the home page of each property. Please ensure you provide us with the name of the property, the dates of your stay - Contact Us
Alternatively, click on the relevant property / section below that you wish to provide feedback or contact.
- Metro Hotel on Pitt, Sydney
- Metro Hotel Sydney Central
- Metro Apartments on Darling Harbour, Sydney
- Metro Apartments on King, Sydney
- Aspire Hotel Sydney
- Metro Inn Miranda
- Metro Inn Ryde
- Metro Apartments on Bank Place, Melbourne
- Metro Hotel on Wickham Terrace, Brisbane
- Metro Hotel Ipswich International, Ipswich
- Metro Hotel & Apartments, Gladstone
- Metro Hotel Perth
- Metro Inn Albany
- Central Reservations Centre
- Group Sales and Marketing
- Human Resources Department
- Metro Hospitality Group Corporate Office
13. Can't find the answer to your question?
Email us (reservations@metrohg.com) your specific question, and we will be happy to provide a prompt response.
