Restwell Guest Terms and Conditions
Purpose. This draft is designed to minimise guest-facing use of the Alloggio name while preserving legal clarity, ownership, liability and enforcement.
1. Application of these Terms
These Terms and Conditions apply to bookings made through Restwell, by Restwell, the byrestwell.com.au website, the Restwell app, direct booking channels, and participating properties branded or endorsed as “by Restwell.”
These Terms form a legally binding agreement between Restwell and the person making the booking, and also bind each guest included in the booking.
In these Terms, “Restwell”, “by Restwell”, “we”, “us” and “our” mean Alloggio Hotels Pty Ltd ABN 42 798 557 425, unless your booking confirmation expressly identifies another operating or contracting entity.
By making, paying for, confirming or using a booking, you agree to these Terms for yourself and for all persons included in that booking.
2. Other terms that may apply
Your booking may also be subject to:
• the booking confirmation;
• the cancellation policy or rate conditions displayed at the time of booking;
• property-specific rules or guest notices;
• our Privacy Policy; and
• applicable law.
If there is any inconsistency, the following order will apply:
• applicable law;
• the booking confirmation and any mandatory property-specific notice;
• these Terms and Conditions; and
• any supplementary promotional or booking-channel terms.
3. Property branding and trading names
Properties may trade under their own local name, including names used with the endorsement “by Restwell.” The use of a property trading name does not change the legal contracting party unless a different entity is expressly stated in your booking confirmation.
4. Eligibility to book
You must be at least 18 years of age to make a booking.
We may require proof of identity, age, address or payment authorisation at or before check-in.
We may refuse, cancel or amend a booking where:
• booking details are incomplete, inaccurate or misleading;
• the payment method cannot be verified;
• the guest does not meet booking requirements;
• there is suspected fraud, misconduct, unlawful activity or security risk; or
• the booking cannot be honoured for operational, safety or legal reasons.
5. Rates and occupancy
Rates are quoted per room, dwelling, apartment, suite, site or stay type, per night or as otherwise stated, and are based on the standard occupancy shown at the time of booking.
Additional charges may apply for:
• extra guests;
• optional services or add-ons;
• early check-in or late check-out;
• peak periods, special events or public holidays;
• damage, excess cleaning or breach of house rules; and
• other charges disclosed at the time of booking.
Promotions, discounts and campaign offers:
• are subject to availability;
• may be withdrawn or amended at any time;
• may not apply during major events, blackout periods or public holidays; and
• cannot be combined unless expressly stated.
6. Payments and card surcharges
A booking may require full payment, partial payment, prepayment, a security deposit, a pre-authorisation or a valid payment card, depending on the property, stay dates, rate type and booking conditions.
Where a card payment surcharge applies, it will be disclosed before payment is completed. Any surcharge will not exceed the permitted cost of acceptance for that payment type, and where required by law will be included in the displayed price if there is no surcharge-free payment method available.
We may pre-authorise, charge or deduct amounts from the payment method provided for:
• accommodation charges;
• bonds or security deposits;
• incidental charges;
• damage, repairs, replacement or excess cleaning;
• smoking-related remediation or fire alarm charges actually incurred;
• security call-out charges reasonably incurred; and
• any other amount properly payable under these Terms.
The cardholder must be authorised to use the card and, if requested, must provide matching identification.
7. Booking changes
Requests to amend dates, room type, guest numbers, stay length or property are subject to availability and may result in a different rate, minimum stay requirement or additional charges.
We are not obliged to accept a requested amendment where operational, inventory, pricing, compliance or other constraints prevent us from doing so.
8. Cancellations, refunds and early departure
Unless a different cancellation policy is stated in the booking path, booking confirmation or applicable rate conditions:
• individual bookings may be cancelled for a full accommodation refund if cancelled at least 7 days before check-in;
• within 7 days of check-in, accommodation charges may become non-refundable;
• group bookings of 5 to 9 rooms are subject to a 7-day cancellation policy unless otherwise stated;
• bookings of 10 or more rooms, event bookings, and special event periods may be subject to property-specific cancellation terms;
• payment processing fees may remain non-refundable unless required by law; and
• no refund is payable for no-shows, shortened stays or early departures unless required by law or approved by us in writing.
If dates are changed rather than cancelled, the new booking may be subject to a different nightly rate, minimum stay, availability constraint or fee.
9. Relocation
If a booked room, dwelling or property becomes unavailable due to maintenance, damage, safety concerns, overholding, force majeure, or other circumstances beyond our reasonable control, we may relocate the booking to accommodation of a reasonably comparable standard in the same or a nearby area.
If a comparable alternative cannot reasonably be arranged, our liability will be limited to any remedy required by law, including any refund properly due for the affected part of the booking.
10. Check-in requirements
To check in, we may require:
• a valid government-issued photo identification document;
• the payment card used for the booking;
• completion of guest registration details;
• acknowledgment of property-specific rules; and
• a bond, security deposit or pre-authorisation where applicable.
We may refuse check-in if these requirements are not met.
11. Visitors, parties and guest conduct
Guests must behave lawfully, safely and respectfully at all times and must not interfere with the comfort, quiet enjoyment, safety or security of other guests, staff, neighbours, landlords or adjoining occupants.
Unless a property expressly permits otherwise, unauthorised visitors are not permitted in rooms, dwellings or common areas between 8.00 pm and 8.00 am.
The following are not permitted:
• parties, events or unauthorised gatherings;
• excessive noise or anti-social behaviour;
• illegal activity;
• unregistered or unauthorised visitors;
• misuse of fire safety equipment;
• intentional or reckless damage; or
• conduct that places any person, property or operation at risk.
We may refuse entry, cancel a booking, require immediate departure, contact security or police, or take other reasonable action where these Terms are breached.
Where a security attendance, call-out or contractor attendance is required as a result of a breach, we may recover the reasonable cost incurred.
12. No smoking policy
Unless a designated smoking area is expressly identified by the property, all Restwell properties are non-smoking.
Smoking or vaping is prohibited in rooms, apartments, suites, balconies where prohibited, internal common areas, gardens where prohibited, car parks where prohibited, and any other area designated as smoke-free.
Where there is evidence of smoking, vaping, residue, odour contamination, false alarm activation, fire panel interference or additional remediation requirements, we may recover the reasonable cost of cleaning, deodorising, repairs, contractor attendance, fire service attendance and administration resulting from that breach.
Guests must also comply with any applicable local smoking laws and on-site signage.
13. Pets and assistance animals
Unless expressly stated otherwise, pets are not permitted.
Nothing in these Terms is intended to exclude rights relating to assistance animals under applicable law. Guests travelling with an assistance animal should notify us before arrival and provide any information reasonably required to facilitate the stay.
14. Damage, loss and excess cleaning
Guests are responsible for any loss, breakage, damage, theft, staining, missing items, extraordinary mess or cleaning above ordinary wear and tear caused by them, their visitors or any person staying under their booking.
We may recover the reasonable cost of:
• repair or replacement;
• specialist cleaning;
• contractor attendance;
• loss of use where reasonably incurred; and
• associated administration.
15. Property information and availability
We take reasonable care to ensure that property descriptions, photographs, facilities, amenities, room configurations and availability are accurate at the time of publication. However, features, layouts, furnishings, views, facilities and services may change from time to time.
To the maximum extent permitted by law, we do not guarantee that every image, description or amenity will be identical in every respect at the time of stay.
16. Liability
Nothing in these Terms excludes, restricts or modifies any rights or remedies that cannot lawfully be excluded, including under the Australian Consumer Law.
Subject to that:
• we are not liable for indirect or consequential loss;
• we are not liable for loss caused by events outside our reasonable control;
• we are not liable for loss of guest property unless caused by our negligence or as otherwise required by law; and
• our liability in connection with accommodation services is otherwise limited to the maximum extent permitted by law.
Guests are responsible for their own travel insurance, belongings, health requirements and suitability of the accommodation for their particular needs, except to the extent expressly confirmed by us or required by law.
17. Privacy
We collect, use, store and disclose personal information in accordance with our Privacy Policy and applicable privacy law.
This may include information provided during booking, payment, check-in, guest support, app usage, website interactions, security processes and other dealings with us.
Our Privacy Policy explains:
• what information we collect;
• how we use and disclose it;
• how direct marketing preferences may be managed; and
• how to contact us about privacy matters or complaints.
18. Marketing
Where permitted by law, we may send booking-related communications, service messages and, where you have consented or law otherwise permits, promotional communications relating to Restwell properties, offers and services.
You may opt out of marketing communications at any time by using the unsubscribe facility in the communication or by contacting us.
19. Website, app and third-party services
Our website, app and communications may contain links to third-party services, maps, payment providers, booking systems or external websites.
We are not responsible for the privacy, content, security or operation of third-party services that are not owned or controlled by us.
20. Changes to these Terms
We may amend these Terms from time to time.
The Terms in force at the time your booking is made will apply to that booking, unless a change is required by law or is beneficial to the guest.
21. Contact details
For booking, guest service, privacy or legal enquiries, please contact the details shown on the relevant Restwell website, booking confirmation or property page.
For formal notices:
• Restwell
• c/- Alloggio Hotels Pty Ltd
• 275 Grey Street
• South Brisbane QLD 4101
• Australia
22. Participating properties
These Terms may apply to participating properties trading under local names, including properties branded or endorsed as “by Restwell.”
23. Ownership statement
Changes to Terms
These Terms and Conditions, Booking, Payment and Cancellation Policies may be amended at any time and may apply to existing bookings, future bookings, and any changes made to a booking.
‘Restwell’ and ‘by Restwell’ are brands owned and operated by Alloggio Hotels Pty Ltd ABN 42 798 557 425.