Booking Terms and Conditions
** Please read these terms and conditions carefully as these conditions incorporate the basis on which bookings for the Stella Hospitality Group are accepted **
The Stella Hospitality Group own and operate the following brands: Peppers Retreats, Resorts and Hotels, Mantra Hotels Resorts and Apartments, BreakFree Hotels Resorts and Apartments, and Affiliated Resorts.
If booking via your Travel Agent please refer to their terms and conditions. The terms and conditions below are for bookings made via the Stella Hospitality Group direct.
IMPORTANT NOTE: Some conditions including final payment/deposit / cancellation and amendments may vary slightly depending on Resort or brand.
How to Book / Quotes and Reservations
- Bookings can be made over the internet at www.mantra.com.au or by calling our Central Reservations on 13 15 17 (Australian callers) or + 61 7 5665 4450 (International callers).
- Reservations are subject to availability and actual pricing at the time of booking. Verbal quotes are valid for 24 hours only. Any verbal quote given is only an estimate of the price, which will be subject to written advice on confirmation of the reservation from your booking agent.
Deposit
- A non-refundable deposit of $100 per room must be received immediately by Credit Card to confirm the booking. Payment of this deposit will indicate acceptance of these booking conditions.
- Stella Hospitality Group Pty Ltd bears no responsibility for monies paid via a travel agency until cleared funds are received in the trust account of Stella Hospitality Group
Final Payment
- Full payment must be received at least 14 days prior to check-in. For bookings made inside 14 days prior to check-in, full payment is required at time of booking via credit card. A 2% credit card surcharge will apply to any credit card payments. Cheques will be accepted but must arrive within 72 hours of making the booking and at least 14 days prior to check-in.
- If booking inside 14 days to check-in Money Direct & Tias Tips are accepted if FTR is provided and advised by phone 07 5665 4450, fax 07 5665 4433 or email info@stellagroup.com.au. If booking auto cancels it is subject to availability to rebook.
- Prices listed include GST. If deposit or final payment is not received by the due date, Stella Hospitality Group reserves the right to cancel the booking. Confirmation and invoices are subject to re-issue if incorrect through error or omission and the passenger accepts the liability to then pay the correct cost or to decline to retain the reservation.
Payment Options
- Payments accepted include credit cards (Visa, Mastercard, AMEX and Bankcard only), AUD personal or bank cheques / drafts and telegraphic transfer (allow 7 days transaction time). Prices quoted are in AUD and all payments must be made in AUD. A 2% credit card surcharge fee will be charged when any payments are made via credit card.
- Cheques SHOULD NOT be sent to the Resort but instead posted to:
Attention: Accounts: P.O. Box 8016 Gold Coast Main Centre. Bundall QLD 9726.
Cancellations
- Up to 14 days prior to check-in - Loss of $100 deposit. Between 14 days and 48 hours prior to check-in, cancellation fee is $100 or 50% of payment made, whichever is greater. Within 48 hours prior to check-in, cancellations are subject to a 100% cancellation fee.
- No shows and cancellations after check in - will be subject to a 100% cancellation fee, however if after arrival clients are dissatisfied with any aspect of their accommodation & decide to terminate their stay, the amount to be refunded, if any is at the discretion of the property management.
Amendments to Date or Property
- Up to 48 hours prior to check in - $25 amendment fee (subject to availability).
- Within 48 hours prior to check-in - amendments not accepted.
Rates and Changes
- Rates are effective from 1 April 2008 to 31 March 2009 and may be changed at anytime. Prices listed are in Australian Dollars and are inclusive of GST where applicable. All Mantra, BreakFree, Bale and some Peppers Resorts do not include transport from your home port to holiday destination and return, items of a personal nature, meals (unless specified), transfers and existing or proposed taxes and government charges, unless otherwise indicated. (For Resorts and Retreats that do include meals and transport please visit the website for more details).
- Any verbal quote given is an estimate only of price, which will be subject to a written advice on confirmation of the reservation. The price of your holiday cannot be guaranteed until full payment is received.
- All prices and other payments and conditions should be confirmed with your travel agent at the time of booking.
Apartment Servicing for Mantra
- Mantra Hotels, Resorts and Apartments depending on tariff, offers a daily or weekly service.
Check-in and Check-out
- Standard check-in is 2pm and standard check-out is 10am. These times may vary, please ask your consultant or check the website. Ski field check in times are different as outlined below.
- For guaranteed arrival prior to 2pm, a room must be reserved from the previous night and therefore includes an additional nightly charge.
- For arrival outside our resorts standard reception closing time of 5pm, please advise arrival details at time of booking so that we can arrange to forward to you a copy of our after hours check in procedure.
- Late check out up to 12 noon is at the discretion of the resort manager and must be requested the night before check out. Late check out after 12 noon will incur the following additional charges applied to your hotel account:
- 12 noon to 1pm - $60.00
- 1 pm to 2 pm - $100.00
- After 2pm the full daily rate applies
Security Deposits and Photo I.D. required on check-in
- All guests are required to provide a credit card imprint or pre authorisation on arrival to cover any miscellaneous charges. Where a credit card is not available a $100.00 cash deposit will be required. In addition, an acceptable form of photographic identification will need to be produced at the resort prior to check-in.
Room Allocation
- In the unlikely event of a situation whereby The Stella Hospitality Group cannot provide accommodation as previously confirmed, for whatever reason, The Stella Hospitality Group will undertake to relocate clients into an alternative Resort of equal or better grading (as per the Stella Hospitality Group grading used within our brochure and website) at no expense to the client. Should there not be a resort of equal or better grading in the vicinity of the original booking, it may be required to provide clients with a resort of a lesser grading. If this is the case, any reduction in costs will be refunded to the client.
- The alternatives offered are at The Stella Hospitality Group's discretion. Should the client wish to choose a property of a standard other than that offered under this condition, then the client will be required to pay any difference in price between the Stella recommended property and their own choice of property.
Kids Club
- Only available at selected resorts. Age restrictions apply. Fee available on application. Only available to children checked into a resort where the Kids Club is located. If a child requires one on one care the service can provide this, however adequate notice (at least 48 hours) is required by the service and an extra fee may be involved.
- The Resort reserves the right at any time to refuse service if adequate care cannot be provided. Operating hours may vary in non-peak seasons. A minimum of four children are required to operate the Kids Club. This service has the right to cancel the service if minimum numbers are not reached.
Children's Prices
- In most cases, children's prices for accommodation featured in the brochure or website refer to children occupying the same room/unit with at least two adults and using existing bedding. Additional charges will apply if extra beds or linen (including rollaways, sofa beds or cots) are required. Prices for any other combination of children and adults should be obtained from your travel consultant.
Accommodation
- Whilst care is taken to ensure that the description of facilities and services of the Stella Hospitality Group is accurate, these are continually being changed, upgraded, and on occasion taken out of service. If any feature/facility is essential for the passenger in choosing a particular property, it is advisable that the guest checks this with their travel consultant at time of booking. The Stella Hospitality Group cannot be held liable for omissions or errors, whether temporary or permanent of a property's facilities and services.
- Property room photos may not be specific to actual room allocated. Photos are indicative only. Accommodation facilities listed may not apply to all room types.
Special Requests
- Whilst we attempt to satisfy all special requests, we are unable to provide a guarantee.
Maps and Images
- Map images, if shown, are for general information and may not necessarily reflect actual routings, locations or services provided. Many of the destination shots featured in this brochure have been supplied by tourism authorities, including Tourism Queensland & Queenstown Tourism.
Travel Insurance
- We strongly recommend you purchase comprehensive travel insurance at time of booking. We suggest that the policy should include, but not be limited to, the following cover: Loss of deposit through cancellation; loss or damage to personal baggage and loss of money and medical expenses.
Not Included in Price of Holiday
- Airport taxes, costs of a personal nature e.g. laundry, taxis, telephone calls, room service.
- Meals and transport are not included in the rates however some Resorts do have these as part of the package, these include Peppers Spicers Peak but not limited to, please visit the website or contact the Stella Hospitality Group for more information.
Booking Arrangements
- The person effecting a booking shall be deemed to have accepted the booking conditions on behalf of all persons named in the booking.
Documentation
- Travel documents will be available to view and print off the website or will be forwarded by post or email when full payment is received.
Under 18's
- All clients under the age of 18 must be accompanied by a parent/guardian or an individual over the age of 18, the property has the right to refuse any booking, when the legal guardian over 18 cannot provide current photo ID if requested on check-jn..
Package Prices / Per Night Prices
- Per night prices are to be used as an indicator only and not as an extra night rate.
Responsibility
- The Stella Hospitality Group can sometimes include third party products in special packages. As an agent on behalf of this product or service the Stella Hospitality Group shall not be liable under any circumstances for any failure by those service providers to fulfil such travel arrangements nor for any error, alteration or change of any kind made by those service providers following the acceptance of the booking by them. All coupons, vouchers, receipts and tickets are issued subject to the terms and conditions specified by those service providers.
- The Stella Hospitality Group both for itself and on behalf of their employees or agents do not accept any responsibility for any act, omission, default or neglect of themselves, their employees or agents for injury, damage, or loss to persons or goods whatsoever or however the same may be caused and they do not warrant and are in no way responsible for the accuracy of any information given in statement made by their service providers in terms of travel arrangements. By utilising the travel services provided by The Stella Hospitality Group, you agree that:
- The Stella Hospitality Group shall not be liable for the wilful or negligent acts and/or omissions of such carriers and/or service providers. Stella Hospitality Group will not be liable for any accident, injury, delay, property damage or personal loss to you or those travelling with you in connection with any accommodation, transportation, or other travel services resulting directly or indirectly from any occurrences or conditions beyond its control, including but not limited to acts of terrorism, act of God, defects in vehicles, war, strikes, theft, delay, cancellation, civil disorder, disaster, Government regulations or changes in itinerary or schedule.
- Please note that all travel documents, observance of laws and regulations of various Governments are your responsibility.
- Every effort is made to ensure that information displayed on this website is correct. Information and rates and Stella Hospitality Group websites are subject to change without notice.
- Travel Agents - Please see your preferred wholesaler for rates, availability and bookings or call our Stella Hospitality Group Central Reservations on 132 678 (Australian callers). Verbal quotes are valid for seven (7) days. Reservations are subject to availability and actual pricing at the time of booking. Any verbal quote given is an estimate only of the price, which will be subject to written advice on confirmation of the reservation from your booking agent.
Stella Hospitality Group Pty Ltd only accepts instructions on the above terms.
Please check your booking confirmation carefully for exact check in times for individual resorts.