Spavulo legal information and guest policies

Booking and confirmation

A reservation exists once we have sent you a confirmation number and taken a deposit or a card guarantee. Until that email arrives, nothing is held. Rates shown on the site include GST for the room itself; extras such as parking, pet fees and restaurant charges are added at the end and are listed on your folio.

Names on the booking must match the ID presented at check-in. If the lead guest cannot arrive, tell us before the stay so we can amend the record. Turning up with a different name and no notice may mean we cannot release the room.

• Confirmation email is the only valid proof of a booking
• Room rates include GST, extras do not
• Lead guest name must match photo ID at check-in

Payment

We take a deposit of one night at the time of booking on flexible rates, with the balance charged at check-in. Non-refundable rates are charged in full when you book. The card you provide has to be yours, or you need written permission from the cardholder before arrival.

We accept major cards and bank transfer for corporate accounts. We do not surcharge cards. Any chargeback raised without first contacting us will be contested with the signed registration card and the booking record attached.

Cancellations and changes

Flexible rates can be cancelled or moved up to 48 hours before the arrival date at no cost. Inside 48 hours, the first night is charged. Non-refundable rates cannot be changed or refunded, but you can pass the booking to someone else if you tell us at least a day ahead.

If you leave early, we charge for the nights you booked unless housekeeping finds a fault on our side, in which case we refund the remaining nights. Group bookings of five rooms or more follow the separate agreement you signed, which overrides this section.

• Flexible rate: free cancellation until 48 hours before arrival
• Non-refundable rate: no refund, transferable with notice
• Early departure: remaining nights charged unless the fault is ours

Check-in, checkout and the room

Check-in runs from two in the afternoon and checkout is at eleven. Arriving after midnight is fine if you tell us in advance; the night porter will have your key ready. Late checkout can be arranged for A$40 until two, subject to the next guest's arrival.

We ask that you keep noise to a reasonable level after ten at night. Parties in rooms are not permitted. If a complaint is upheld twice in one stay, we may ask you to leave and charge for the remaining nights. Smoking inside attracts a A$350 cleaning fee. Damage beyond normal wear is charged at cost with photographs supplied.

Liability and belongings

We take reasonable care of the building and the people in it, but we are not responsible for personal property left in rooms, the lobby or the car park. A safe is provided in every suite; use it. Items left behind after checkout are held for thirty days and then donated or disposed of.

Nothing in these terms limits your rights under Australian consumer law. If something goes wrong with the service we provided, tell us on the spot so the duty manager can deal with it while you are still here. A problem reported a month later is much harder to put right.

• Use the in-room safe for valuables
• Lost property held for thirty days
• Report problems during your stay, not after

Contact

Questions about these terms go to spavulo@hotmail.com or to Spavulo, Heritage Lanes, 80 Ann Street, Brisbane City QLD 4000, Australia. These terms are governed by the law of Queensland.