Welcome to Hotel Emerald!
We are delighted to welcome you and hope you will enjoy your stay with us. Please take a moment to review the following Terms & Conditions to ensure a comfortable and enjoyable experience.
1. Check-In & Check-Out
Check-in: From 2:00 PM
Check-out: Before 10:00 AM
Please note:
- A valid photo ID (passport or driver’s licence) is required at check-in.
- If arriving outside reception hours, please notify us in advance and provide identification to arrange self-check-in access.
- Direct bookings with us may request a complimentary late check-out until 12:00PM, subject to availability.
2. Payment Requirements
- A valid credit card in the guest’s name is required to secure all reservations and must be presented upon arrival together with matching photo identification.
- The hotel reserves the right to pre-authorise or charge the credit card (up to the full booking amount) prior to arrival for verification purposes.
- Reservations with invalid or declined cards may be cancelled without notice.
- The remaining accommodation balance is payable upon check-in unless fully prepaid.
- Payment made by Credit Cards, Bank transfer and cash are all acceptable.
3. Cancellation, Amendments & Refunds
- Free cancellation is available up to 3 days prior to arrival.
- Cancellations or amendments made within 3 days of arrival will incur a charge equivalent to the first night’s accommodation.
- Amendments made within 3-day cancellation window are treated as cancellations and are non-refundable.
- In the event of a no-show, the full booking amount will be charged and is non-refundable.
- Guests staying 7 nights or more may receive a discounted long-stay rate of up to 10% off the standard room rate.
- Early departures will result in remaining nights being charged in full.
- Approved refunds will be processed to the original payment method only.
- Please allow 5–10 business days for funds to appear, depending on your financial institution.
4. Non-Refundable Bookings
Bookings made under non-refundable rates or promotional policies:
- Require full prepayment at the time of booking.
- Are strictly non-refundable and non-amendable under any circumstances, including cancellation, no-show, or early departure.
- Will have all applicable conditions clearly stated at the time of booking.
5. Third-Party Bookings & Online Travel Agencies (OTAs)
- Reservations made via third-party platforms or OTAs are subject to the Terms and Conditions of the respective provider.
- Hotel Emerald is not responsible for:
- Third-party fees or commissions
- Currency exchange fluctuations
- External processing or transaction charges
6. Security Bond
A pre-authorization of $200 may be required as security bond at check-in to cover any incidentals, damages, or policy breaches. This hold will be released after departure, provided no additional charges apply.
Additional charges may include, but are not limited to:
- Property damage or missing items
- Smoking or vaping within the property
- Lost or unreturned keys
- Unauthorised late check-out
- After-hours call-outs or assistance
7. Fire Alarm Activation Fee
Please be aware that smoking, vaping, excessive steam, cooking, or misuse of aerosols may activate the fire alarm system.
Any guest found responsible for triggering the fire alarm due to negligence or misuse will be liable for the fire brigade call-out fee of $1,750, which may be charged to the card on file.
8. Housekeeping
To support a more flexible and environmentally conscious stay, light housekeeping services are available upon request only.
9. Access & Property Information
Our boutique property is spread across three levels and accessed via a central staircase. Please note:
- There is no lift or elevator on the premises.
- Guests are required to handle their own luggage; staff assistance will be provided where possible.
- Room allocation is subject to availability, and specific levels or room locations cannot be guaranteed.
Guests with accessibility concerns are encouraged to contact the hotel prior to arrival so we can assist where possible.
10. Transport & Parking
- Kings Cross Train Station is located approximately a 5-minute walk from the hotel.
- Bus stops are conveniently located nearby on Macleay Street.
- The hotel does not provide onsite parking.
- Free and metered street parking may be available nearby on Challis Avenue, Victoria Street, and Macleay Street.
- The nearest secure parking facility is Kings Cross, Elizabeth Bay Car Park.
- Bicycles are not permitted inside guest rooms.
11. Non-Smoking Policy
Hotel Emerald is a strictly non-smoking and non-vaping property.
Any breach of this policy may result in additional cleaning fees, penalties, and immediate termination of the stay without refund.
12. Security, Privacy & Guest Conduct
- The hotel is not responsible for any loss, damage, or theft of personal belongings. Guests are encouraged to secure valuables at all times.
- All room keys must be returned upon check-out. a replacement fee of $100 applies to lost or unreturned keys.
- CCTV surveillance operates in all common areas for safety and security purposes.
- The hotel reserves the right to enter guest rooms when reasonably necessary (e.g. maintenance, safety, or policy enforcement)
- Recording hotel staff without consent is strictly prohibited
Hotel Emerald reserves the right to refuse entry or require guests to leave the property without refund for inappropriate or disruptive behaviour, including but not limited to:
- Smoking within the property
- Property damage or theft
- Parties, excessive noise, or unauthorised gatherings
- Drug use or inappropriate alcohol-related behaviour
- Any conduct that negatively impacts other guests, staff, or hotel operations
13. Third-Party Payments
- Not accepted without prior written approval from management.
- Valid identification and supporting documentation will be required before the booking is confirmed.
14. Chargebacks & Disputes
Guests agree to contact Hotel Emerald directly to resolve any concerns before initiating a chargeback or payment dispute.
In the event of a dispute, the hotel reserves the right to provide relevant supporting documentation to the financial institution, including: booking confirmation, payment records, signed registration forms, acknowledgement of hotel policies, and CCTV footage where applicable.