Question 1

What time is check-in and check-out?

Accepted Answer

All properties check in at 2pm and check out at 10am. Early check-in and late check-out are subject to availability — please get in touch to request one.

Question 2

How do I get to the apartment from Melbourne Airport?

Accepted Answer

The easiest option is a taxi or rideshare, with the journey to Southbank taking approximately 25–35 minutes depending on traffic. We also have a preferred taxi service partner and can help arrange a reliable airport transfer for you in advance — simply let us know your arrival details and we'll assist with the booking.

Question 3

Are children welcome?

Accepted Answer

Yes, of all ages. We also have a portable cot available on request.

Question 4

Is there Wi-Fi?

Accepted Answer

Yes — all our apartments have high-speed Wi-Fi.

Question 5

What is the cancellation policy?

Accepted Answer

We have multiple cancellation policies. Please carefully read the exact policy applicable to your booking before confirming.

Question 6

How do I pay, and is a deposit required?

Accepted Answer

Payment is made securely online at the time of booking. A security deposit is generally not required, unless otherwise stated for your reservation. Any applicable charges or additional fees will always be communicated clearly before your stay.

Question 7

Are pets allowed?

Accepted Answer

Unfortunately, all our apartments are pet-free.

Question 8

Is smoking allowed in the apartments?

Accepted Answer

No. Smoking is strictly prohibited inside the apartment. A cleaning and remediation fee may apply if smoking occurs inside the property.

Question 9

Can I have visitors during my stay?

Accepted Answer

Visitors may be permitted, provided they comply with the building's rules and our house rules. Parties, events and gatherings are strictly prohibited.

Question 10

Is cleaning provided during the stay?

Accepted Answer

The apartment is professionally prepared before your arrival. For longer stays, mid-stay cleaning can be arranged at an additional cost upon request.

Question 11

Can I modify my booking after confirmation?

Accepted Answer

Booking modifications may be possible depending on availability and the terms of your reservation. Please contact us as soon as possible if you need to make a change.

Question 12

Is parking available?

Accepted Answer

Unfortunately, there is no onsite parking available. Please contact us to get more information on nearby parking options.

Question 13

Can I store luggage before check-in or after check-out?

Accepted Answer

Yes! We've partnered with convenient luggage drop-off providers where you can securely store your bags before check-in or after check-out. Please contact us for more information on the available locations and options.

Question 14

How many guests can stay?

Accepted Answer

The apartment sleeps up to four guests across two bedrooms. Exact bedding configuration is confirmed on the apartment page.

Question 15

Which building facilities can guests access?

Accepted Answer

Guests can enjoy the building's amenities, including the pool, gym, sauna, BBQ area, co-working space and restaurant, subject to building rules and operating hours.

Question 16

Where exactly is the apartment?

Accepted Answer

In Southbank, Melbourne, within walking distance of Crown Melbourne, the Southbank Promenade, the CBD, dining and public transport. The exact address is shared once your booking is confirmed.

Question 17

How do I access the apartment?

Accepted Answer

Detailed check-in instructions, including key collection and access information, will be provided before your arrival to ensure a smooth and hassle-free check-in.

Question 18

Where can I collect the keys?

Accepted Answer

Keys are available for collection from our designated key collection point. Full instructions will be provided prior to check-in.

Question 19

How do I access the pool, gym and other amenities?

Accepted Answer

Access to the building amenities requires an induction through building management between 8am and 4pm. Instructions will be provided during your stay, and induction is generally available through reception during designated hours.

Question 20

What happens if I lose the keys or access fob?

Accepted Answer

Keys, access fobs and remotes must be kept safe at all times during your stay. Lost or damaged keys/fobs will incur a $250 replacement fee.

Frequently asked questions

General

The apartment