FAQs FAQs

FAQs

Frequently Asked Questions

Covid Safe

In accordance with our Covid Safe Plan, please note the following:

If you feel unwell we politely ask that you seek medical treatment immediately, our team can assist with the closest COVID-19 screening centre or medical centre. Please do not enter the property.

When required by Victorian Government mandate, face masks are mandatory in all public spaces unless exempt.

Please use hand sanitiser or wash your hands upon entry into the hotel.

Guests are advised to practice physical distancing by keeping at least 1.5 metres apart from each other.

We have implemented increased frequency of cleaning high-touch public areas and use of hospital-grade disinfectant in public areas and in-suite.

After guest checkout, all touchpoints in-suite including light switches, taps, remotes, handles are disinfected.

Contactless check-in is available prior to arrival.

Contactless food ordering and delivery is available.

Guest lift has a UV sterilisation lamp that kills surface viruses and bacteria.

Corporate and Events Enquiry

To discuss a corporate rate agreement or group bookings and events, please email Darren Rubenstein | darren@unitedplaces.com.au

Marketing, Media and Partnerships

If you are interested in working with United Places in a partnership, collaboration or media capacity, please email Jo Rogers | joanna@unitedplaces.com.au

Booking and Cancellation Policy

Mid-Week Bookings (Sunday – Friday)

Guests will have the freedom to cancel a mid-week booking by 2pm EST, 48 hours prior to arrival to avoid a cancellation fee.

A cancellation fee of 50% and retained as a credit towards a future booking will be charged if you cancel within 48-24 hours prior to arrival.

A cancellation fee of 100% of the full accommodation cost will be charged if you cancel within 24 hours prior to arrival and or fail to arrive.

Weekend Bookings (Friday and Saturday)

7 days notice is required for cancellation of a booking that includes a weekend. Within 7 days, a cancellation fee of 100% of the full accommodation cost will be charged.

If cancellation is due to covid border closures, a full refund will be provided regardless of timing.

Special Event Periods

Bookings over special event periods will be charged in full at the time of reservation. Deposits are non-refundable and non-transferable. See blackout and special event periods section in FAQ’s.

Advanced Purchase

Full pre-payment at time of booking. Completely non-refundable. If change of date is due to covid border closures, a full credit will be provided to be used at a later date.

All cancellation requests are to be sent via email to stay@unitedplaces.com.au

Arrival & Departure

Check-in time: 2pm-11pm

Check-out time: 11am.

Luggage storage services available at the Reception.

Requests for early check in and/or late checkout are subject to availability and must be communicated to United Places at least 48 hours prior to the scheduled check in or check out (as applicable). United Places may approve a request for early check in or late check out at its discretion. Applicable day charges or an additional night’s fee may apply.

Amendment of Booking

All amendment requests (including date changes) are to be sent via email to stay@unitedplaces.com.au

All amendment requests are subject to room type availability and prevailing prices at the time of the amendment request. There is no guarantee of availability of a particular room type or room price.

If the rate which applies to the amended booking is greater than the rate which applied to the original booking, you will be required to pay the difference in full at the time of check out.

If the rate which applies to the amended booking is less than the rate which applied to the original booking, United Places will pay the difference in full at the time of check out.

Booking Deposit

We are currently not taking a booking deposit to guarantee the reservation.

The total payment for accommodation will be charged at check-out.

Group Bookings Policy

Bookings of four or more rooms will be classed as a ‘group booking’ and as such additional conditions apply:

50% deposit of the full accommodation cost is required at the time of booking.

100% payment of the full accommodation cost is required 30 days prior to arrival.

Bookings cannot be cancelled or amended once pre-payment has been made.

Blackout & Special Event Period

December 2021: 24th – 27th

2022

January: 17th – 31st

April: 6th – 11th

September: 23rd, 24th

November: 5th – 7th , 16th – 22nd

December: 3rd – 5th, 24th – 31st

 

Additional Person and Child Policy

Children and Infants (below 10 years of age) sharing a suite with parents may do so free of change if using existing beds and linen and not exceeding the maximum occupancy for the given suite type.

Rollaway beds are available at $100 per night. Subject to availability, limited capacity per suite and need to be requested prior to arrival.

Infant beds (cribs) are available free of charge, upon request, subject to availability and need to be requested prior to arrival.

Payment and Credit Card Surcharge

All of our prices are in Australian dollars (AUD) and include GST (Goods and services tax) as of 2017.

A credit card surcharge of 1.2% will apply to all credit card payments.

Parking

We are a valet-only property which means no self-parking is available on site. Our concierge team can arrange parking for you on arrival. There is a daily fee attached to this service which can be confirmed at reception. Please plan ahead and allow 30 minutes for our concierge team to retrieve your car. This service is temporarily suspended to minimise contact between staff and guests.

Pets

Pets are not permitted inside the property or in public spaces. If you have an assistance dog or wish to discuss your circumstances with our team please email stay@unitedplaces.com.au

Objects Store Terms and Conditions

Exchange and Refund Policy

Individual products will be fulfilled either through United Places Objects or one of our Brand Partners.

Please refer to the ‘Terms and Conditions of Sale’ below for individual suppliers ‘Exchange and Refund Policy’

Order Confirmation and Lead Time

Order Confirmation

Once your order has been placed and payment has been made an order confirmation will be forwarded to you in acknowledgement of receipt.

Lead-Time

Once your order has been received and has progressed with our suppliers, our team will advise an estimated completion date by email. Please contact objects@unitedplaces.com.au for current lead times, these can vary through the course of the year with peaks in demand.

Lost or damaged goods

If your order is lost or damaged in transit, please contact objects@unitedplaces.com.au within 7 working days of placing your order. Inspection of all furniture and lighting products is required on delivery. Any damage must be notified to United Places within 24 hours of delivery. We will not be responsible for any damage unless we are notified within the time period specified. Please email objects@unitedplaces.com.au along with all order details and any images of the damage.

Payment Details

All of our prices are in Australian dollars (AUD) and include GST (Goods and services tax) as of 2017. When purchasing from United Places Objects Store your financial details are passed through a secure server using the latest 128bit SSL (secure sockets layer) encryption technology. 128-bit SSL encryption is the current industry standard.  Please note that all international order will be processed in Australian dollars and we only accept Visa, Mastercard.

Shipping and Costs

Delivery costs on all orders will be itemised at checkout.

If your order is being shipped via one of our brand partners, please note delivery lead times are subject to change.

Please be mindful during these unprecedented times there may be shipping delays out of our control. We apologise for any inconvenience caused and are doing our best to have your orders shipped as soon as possible.

Standard Shipping; Order delivered within 3-8 business days with Australia Post.

Express Shipping:  Order delivered within 1-3 business days with Australia Post.

United Places Objects Terms and Conditions of Sale

Exchange and Refund Policy

Please choose carefully as we do not offer refunds for change of mind on orders that are fulfilled through United Places Objects.

United Places Objects Store will accept exchanges for all full priced items (excluding art) if returned within 7 days of originally receiving your order.

We will only accept products in their original condition, accompanied with the receipt and all original packaging. We reserve the right to refuse a return if the merchandise does not meet our standards. We are not able to offer any exchanges or refunds on selfcare, linen and clothing, due to hygiene reasons. Goods will be inspected upon return and exchanges will be issued for the original value of the product only — excluding any shipping cost. If you are exchanging for an item of lesser value, a credit note will be issued for the outstanding amount. All items are quality controlled and checked for any faults before being dispatched.

If you would like to exchange your order, please email objects@unitedplaces.com.au to request an exchange form. Please note, no exchanges will be processed without the completed form.

Apparentt Terms and Conditions of Sale

Exchange and Refund Policy

Please choose carefully as we do not offer refunds or exchanges on any orders that are fulfilled through brand partners (Apparentt).

Timber Furniture Warranty

Our 5-year warranty covers the structure of timber items. With intended use, we expect our quality timber furniture to last a lifetime. All products should be moved and lifted with care. Environmental factors can negatively effect the appearance and functionality of your furniture, causing changes such as expansion of the timber, bowing, shrinkage, splitting and colour change which cannot be warranted. We only use the highest quality of finishes, which are subject to everyday use, wear and tear and they cannot be warranted. Please refer to our care instructions to best look after your piece.

Lead Times

Lead times for production vary but are generally around 8 – 10 weeks.

Broached Commissions Terms and Conditions of Sale

Broached Collections consist of applied arts objects. The works are unique, limited edition pieces which may include variations, patina’s, textures, fastenings and other features that are not found in traditional, “new” furnishings. If you do not accept these Terms & Conditions, then we may not process your Order.

Exchange and Refund Policy

Please choose carefully as we do not offer refunds or exchanges on any orders that are fulfilled through brand partners (Broached Commissions).

Lead Times

Lead times for production vary but are generally around 4 – 6 weeks.

Looking for a bespoke travel experience?

From organising a bespoke picnic in the Royal Botanic Gardens, a private yoga session on the suite terrace or a lavish in-suite dining experience, our personalised concierge service is available around the clock to individualise the U.P. guest experience.

Looking to give the ultimate gift?

Look no further than a United Places Gift Voucher to be used across accommodation, food and beverage and wellness. Physical Gift Cards will be mailed to you or directly to your recipient, alternatively, if it’s a last minute gift, we can email it to your recipient.