Remedy for unrepairable faults during guest stays –
We aim to ensure all equipment, appliances and furniture is in good working order for your stay at our managed venues, and therefore we strictly follow all manufacturers’ recommendations and requirements in ensuring that service and maintenance schedules are followed.
Unfortunately, however, this doesn’t guarantee that faults won’t occur nor can be reasonably foreseeable.
Therefore, it is a requirement for all guests to report any issues immediately so that our maintenance team can promptly address the matter.
If a situation arises where we cannot repair or resolve the matter, we have implemented the following compensatory options in line with national hotel and short-term accommodation industry standards.
Level.1 Fault – Entertainment & Leisure
These are items that enhance your experience at the venue. These can include: Television, Music System, DVD & Streaming player, Spa pump, Fireplace etc.
Remedy offering:
1) 10% refund of the current NETT booking value.
2) 15% of the current NETT booking value to be used as a credit toward a future booking.
Level.2 Fault – Comfort & Respite
These are items that are generally necessary and used regularly to ensure your stay is relaxing and comfortable. These can include: Bed, Couch, Dining furniture, Small appliances etc.
Remedy offering:
1) 20% refund of the current NETT booking value.
2) 25% of the current NETT booking value to be used as a credit toward a future booking.
Level.3 Fault – Essential for occupancy
These are items required for basic occupancy. These can include: Hot water supply, Fridge, Stove/Oven, Heating etc.
Remedy offering:
1) 40% refund of the current NETT booking value.
2) 50% of the current NETT booking value to be used as a credit toward a future booking of two or more nights.
Important: Remedy offerings are calculated upon the NETT amount received for your booking, and based on the number of nights the fault was deemed unresolved, following direct notification from guest/s and our maintenance team as specified in your occupancy terms and conditions.
Refunds will be processed to the credit card used to pay for your booking (direct bookings) or by direct bank transfer (OTA bookings).
Credit amounts can be used towards any future booking excluding: public holidays, public holiday weekends or Valentines Day/ Valentines Day weekend. Your credit voucher is valid for up to12 months and can only be used via the venue’s direct website or through YRA.
Please note – If the credit voucher value exceeds the new booking amount, the difference is not refundable.
Standard occupancy terms and conditions apply.