Pre-Payment
Please note the pre-payment and cancellation conditions as determined by your stay dates and relevant policy details. Please see our cancellation policy for more details. Services cancelled outside of any free cancellation window will incur a 100% charge.
Credit card details are required to be on file for charge back facilities. The security deposit will be returned in full upon departure once the guest’s room is deemed satisfactory.
Cancellation
Standard policy: A 100% charge will apply for all hotel bookings cancelled after 6pm the day prior to arrival.
Non-Refundable policy: Bookings are non-refundable and a 100% charge will apply for all hotel bookings. You may contact the hotel and modify or change your arrival date any time before 6pm the day prior to check in.
Wheelchair accessibility
The Sands, Torquay is wheelchair friendly with ease of access provided. Please advise reception when booking based on your needs.
General Accommodation Terms and Conditions
General Information
You are entitled to complimentary car parking for the duration of your stay. Wifi is also available complimentary to all hotel guests.
The Sands, Torquay offers pet friendly guest rooms. Outside of these designated rooms, pets are not permitted, however we do allow for certified guide dogs assisting visually impaired guests. Any guest found to be in breach of our pet policy outside of the pet-friendly rooms will incur a $250 additional charge to their credit card supplied to cover the cost of cleaning.
The minimum check-in age is 18 years old. An acceptable form of photographic identification will also need to be produced on check-in.
Please note we do not accept American Express or Cash for hotel bookings.
The Resort will make every effort to ensure your rooms are available at your time of check-in, however, the Resort standard times and rates are as follows:
i. Check-In Time: 2:00pm.
ii. Check-Out Time: 10:00am
iii. Late Check-Out at 12:00pm: $60.00 (subject to availability)
Accommodation Cancellation Policy
Please be aware that if you can no longer make your stay we do require notice of cancellation prior to your arrival date. Cancellations made outside of these timeframes will incur a full fee and our terms and conditions apply.
Standard policy: A 100% charge will apply for all hotel bookings cancelled after 6pm the day prior to arrival.
Non-Refundable policy: Bookings are non-refundable and a 100% charge will apply for all hotel bookings.
Pre-Authorisation / Security Bond
A credit card pre-authorisation of $250 is required on check-in. This will be held on the card as a 'pending' transaction for a period of up to 7 days ("holding period"), depending on your card issuer.
During the holding period, these funds cannot be accessed. If no charges are brought against the pre-authorisation in this time, the pending transaction will automatically expire and the funds will be released.
The Sands, Torquay reserves the right to debit the credit card provided as pre-authorisation for any fees incurred during your stay including, but not limited to, additional cleaning, excess rubbish removal, extra bedrooms occupied, extended stays, late checkouts, smoking in a property, lost keys & any additional locksmith fees, unnecessary maintenance attendance, repairs or damage to property.
Additional Charges
The Sands, Torquay provides daily servicing of your room and linen changes every second day, except for Suites which will be fully serviced daily. Rooms must be left in a relatively clean and tidy condition on departure to avoid additional cleaning charges. Any damage to Torquay Sands property will also incur an extra charge.
The Sands, Torquay can accommodate additional guests on rollaway beds. The maximum occupancy is 3 guests (one additional rollaway) in classic rooms and 2-bedroom suites. Rollaways are not available in 1-bedroom suites. These rollaways are available on request and will incur an additional charge of $90.00 per night. It is the responsibility of the person making the booking to ensure staff are notified of the requests for the additional rollaway bed. The rollaways are subject to availability.
Check out time is 10:00am. If you have not vacated the room by this time a late fee may be applicable, unless a late departure time has been approved prior by the Resort Manager.
Non-Smoking
The Sands, Torquay is a non-smoking hotel and as a result where management determines the presence of any smoking residue in any room, a $250 additional cleaning charge will be applied to the pre-authorised credit card supplied to cover costs of dry-cleaning of curtains, furnishing etc.
Mini Bar
A mini bar service is provided at no additional cost to guests. In classic rooms, the complimentary offering consists of still and sparkling water and milk for your in-room tea & coffee.
In Suites, the complimentary mini bar will have a selection of still and sparkling waters, juice and soft drink, chippies, nuts and bikkies.
Eviction Notice
The Sands, Torquay reserves the right to evict any person(s) from the premises immediately and without notice or refund for any disturbances or unruly behaviour causing disruption to other guests.
The Sands, Torquay s also reserves the right to charge guest(s) for all damages and breakages, missing items, late departure, extra cleaning, and unpaid expenses. Any additional charges will be debited from the credit card provided as pre-authorisation.
Only the designated persons on check-in are permitted to stay in the rooms. Any additions to this may be charged the average nightly rate for the duration of the booking and all occupants may be required to leave the premises.
We will not be responsible for any interpretation or misunderstanding about the premises booked and our cancellation policy will apply.
House Rules
We respect all guests in house and ask all other guests to do the same with noise levels. Guests and invitees are expected to behave in a manner, which is conducive to the safety, comfort and convenience of other guests within the Resort. A breach of any house rules may result in the eviction of the offender at the discretion of the Resort Manager.
Insurance
We strongly recommend travel insurance should any stay need to be altered or cancelled before, during or following arrival for any reason or circumstances including natural events.
Care should be taken at all times with all valuables left in guest rooms or the Resort’s ancillary facilities. Guests are encouraged to make full use of available safe custody facilities.
COVID-19
Guests will be required to complete a Declaration For Guests – Hotels in Victoria upon arrival. Please note that we will securely retain this information for a period of 30 days following your check-out from the hotel after which time it will be securely destroyed.
Should there be government restrictions that permit us to close due to COVID-19 restrictions, the following will apply.
• All future bookings you have made (for the closure period) will be rescheduled subject to availability or redeemed at a future date as a Gift Voucher (valid for 3 years).
• We will proactively contact you as soon as possible or once the advised temporary closure period concludes, or as directed by the Government.
Liability
Each guest agrees to be personally liable if the indicated person, company or association fails to pay for any part of the full amount of the charges including any theft or damage to the room and/or its contents. The guest agrees to have the Sands, Torquay bill the presented card on file in the event the guest fails to pay any charges.Bed types are request only and may not be honoured at the hotel if availability does not permit.
