FREQUENTLY ASKED QUESTIONS

Based on your feedback and our experience we have developed a list of categories that contain all the information you will require regarding making a reservation at a Metro Hotel, Apartment or Inn.

Simply click on one of the categories below for relevant information about that subject.

1. Deposit Policy
2. Payment Information
3. Booking Fees
4. Cancellations and Changes to Bookings
5. Charges for Additional Guests
6. METRO DIRECT Best Rate Guarantee
7. Special Online Accommodation Rates
8. Extended-Stay Rates
9. Protecting your Privacy
10. General Property Policies
11. AAA Tourism STAR Rating and Metro Hotels
12. Car Parking
13. Giving Us Your Feedback / Contact Details
14. Can't Find the Answer to Your Question?

1. Deposit Policy (Back to top)

MetroHotels.com.au Website Bookings

All website reservations must be confirmed with full payment deducted from your credit card at the time of booking.

A 48 hour cancellation policy applies to all room reservations and and special packages bookings. Upon check-in a guarantee for additional expenses that may be incurred during stay is required. Either a credit card imprint or cash deposit will be accepted. Please refer to our Deposit Policy and Cancellation & Changes conditions below.

All Other Bookings

A deposit must be received for any booking you make directly with your chosen Metro Hotel, Apartment or Inn. The deposit can be in the form of credit card, Cheque / Money Order or Cash.

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.

No funds are deducted from the credit card at this stage (unless otherwise advised by the reservations staff). Your credit card is used to 'hold' the booking for you. 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 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 subject to availability 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 deposit will be refunded to you, in full.
• You will also be required to produce photo identification at check-in.

2. Payment Information (Back to top)

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. The Hotel reserves the right to cancel reservations on declined credit card transactions.

All Other Bookings

All room accommodation and other charges incurred during your stay can be settled upon check-out by either Credit Card or Cash (including Eftpos) only.

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.

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.

3. Booking Fees (Back to top)

There are NO BOOKING FEES charged for any bookings made via MetroHotels.com.au

4. Cancellation and Changes to Bookings (Back to top)

MetroHotels.com.au Website Bookings

To cancel a reservation on MetroHotels.com.au click on "View / Cancel a Reservation" on the property booking page. Follow the procedures as described. Please remember to retain the cancellation number for your records.

For cancellations inside 48 hours prior to arrival - a cancellation fee of the first night's accommodation will apply.

For cancellation outside 48 hours prior to arrival - a processing and administration fee of $20.00 will apply.

Amendments or changes to your booking dates outside of 48 hours prior to arrival is permissable 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, a 72 hour cancellation period applies.

There may be occasions during periods of very high demand, such as New Years Eve, where the cancellation period is extended to 7 days or more.

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 (Back to top)

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). Unless specified, all meals are at an additional charge.

Baby cots are can be provided free of charge. These are available on request and subject to availability.

6. METRO DIRECT Best Rate Guarantee (Back to top)

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. For more information, please see the METRO DIRECT Best Rate Guarantee section of this site.

7. Special On-line Accommodation Rates (Back to top)

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.

8. Extended-Stay Rates (Back to top)

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 (Back to top)

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 (Back to top)

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.
• Check-out time is 10.00 am on the day of departure. Late check out may be possible by contacting the property directly and is subject to availability on day of departure.
• Guaranteed late check out after 10.00 am up to 2.00 pm carries a nominal late check out surcharge (rates upon application) and is subject to availability.
• An additional night's full accommodation rate applies 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.

No Smoking policy

The "No Smoking" policy differs for each Metro property. Please refer to the relevant property Home Page on this website of contact the property directly via the contact details below in Section 11.

Pet policy

For the comfort and enjoyment of all guests, our properties have a strict "No Pet" policy. For further information, enquire at the specific property directly.  

11. AAA Tourism STAR Rating and Metro Hotels(Back to top)

Metro Hotels, Apartments and Inns represent differing standards of facilities and services available to our guests.

All our properties are independently assessed on an annual basis by AAA Tourism and receive a nationally recognized STAR rating. For your convenience we have provided the STAR rating in the Property Profile section of this website, for each property.

All ratings for Metro properties have been allocated based on this system and the amenities, facilities and ambience as assessed by AAA Tourism.

Ratings

For more information about using STAR ratings, please log on to www.aaatourism.com.au

12. Car Parking (Back to top)

If you require car parking during your stay with us then the following is a brief overview of the parking facilities for each property:-

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.

NSW Hotels

Metro Hotel on Pitt, Sydney
Location: Cinema Parking on Kent Street (5 minute walk from the hotel)
Cost: $25.00 for 24 hour period (one time entry)

Metro Hotel Sydney Central
Location: Onsite (limited)
Cost: $30.00 for overnight parking (multiple entry/exit)

Or alternate option:-

Location: Capitol Square Car Park, Campbell Street (diagonally opposite the hotel)
Cost: $22.00 for overnight parking (must depart by 11:00am)

Metro Apartments on Darling Harbour, Sydney
Location: Kings Parking on Sussex Street (1 minute walk from the apartments)
Cost: $27.00 for 24 hour period (one time and/or multiple entry)

Metro Inn Ryde
Location: Onsite
Cost: FREE

Metro Inn Miranda
Location: Onsite
Cost: FREE

Metro Inn Edgecliff
Location: Onsite (limited)
Cost: FREE

QLD Hotels

Metro Hotel on Wickham Terrace, Brisbane
Location: Onsite (limited)
Cost: $10 for overnight parking (must depart by 10:00am)

Metro Hotel & Apartments Gladstone
Location: Onsite (secure undercover parking)
Cost: FREE

VIC Hotels

Metro Apartments on Bank Place, Melbourne
Location: Wilsons Parking on Queen Street (5 minute walk from the hotel)
Cost: $15.00 for 24 hour period (one time entry)

WA Hotels

Metro Hotel on Canning, Perth
Location: Onsite
Cost: FREE

Metro Inn Albany
Location: Onsite
Cost: FREE

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.

13. Giving Us Your Feedback / Contact Us (Back to top)

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, and your comments.

Alternatively, click on the relevant property / section below that you wish to provide feedback or contact.

1. Metro Hotel on Pitt, Sydney
2. Metro Hotel Sydney Central
3. Metro Apartments on Darling Harbour, Sydney
4. Metro Inn Edgecliff
5. Metro Inn Miranda
6. Metro Inn Ryde
7. Metro Apartments on Bank Place, Melbourne
8. Metro Hotel on Wickham Terrace, Brisbane
9. Metro Hotel & Apartments, Gladstone
10. Metro Hotel on Canning, Perth
11. Metro Inn Albany
12. Central Reservations Centre
13. Group Sales and Marketing
14. Human Resources Department
15. Metro Hospitality Group Corporate Office

14. Can't find the answer to your question? (Back to top)

Email us (reservations@metrohg.com) your specific question, and we will be happy to provide a prompt response.