Cancellation Policy

Bookings which are cancelled or rescheduled within 28 days of arrival date will forfeit their deposit if we are unable to secure an alternative booking of equal value. If we are able to secure a booking of equal value, we will refund your deposit minus a 3% administration fee. If we receive a booking of lesser value, your deposit will be returned minus the monetary difference in the bookings and minus a 3% administration fee. If you have booked through a third party booking agent, there may be additional booking fees which are not refundable. Please contact us for advice on the cancellation policies of third party booking sites.

Bookings which are cancelled or rescheduled more than 28 days of arrival will be refunded their deposit minus a 3% administration fee and any applicable third party booking fees.

Terms & Conditions




3.1. Early arrival requests

3.2. Delays to arrival time

3.3 After Hours Check-in charges


4.1. Late departure requests



Visa & Mastercard

American Express

International Credit Card (non-AU)

Direct deposit into bank account






12. PETS



14.1. Before departure

14.2. Report any damage or theft

14.3. Respect other tenants and guests

14.4. Comply with Management and Property Caretaker instructions




“Booking” means the period for which you have paid to stay at the Property. “Property” means Gem Apartments and all its fixtures, fittings and equipment. “Management” means the owners and managers of the Property. "Guests" means the persons who stay overnight in the Property during the Booking. "Visitor" means a person a Guest permits to visit the Property during the Booking.


Payment of the Deposit constitutes acceptance of these Terms and Conditions. Person completing the Guest Acknowledgement Form on check-in is financially liable for all damages and additional cleaning charges from guests in room and visitors to building.


You must notify Management of expected arrival time at least 1 day before arrival date.

A government-issued photo ID and credit card must be presented upon arrival from Guest payee to verify identity.

Minimum age of Guest payee is 18 years of age

PHOTO ID must be provided of the person whose credit card used and must sign upon check-in.

3.1. Early arrival requests

Early arrival is subject to prior arrangement and availability

Extra charges may apply

No sleeping in lobby or Property is allowed prior to check in

3.2. Delays to arrival time

In the event of a delay to your expected arrival time, you will need to make contact with Gem Apartments to reschedule the arrival time. We schedule staff to check you in, so please respect our time and inform us in a timely manner if you are not going to be arriving at the scheduled hour.

3.3. After Hours Check-in charges

These charges only apply to late arrival on the day of the booking not an early check-in fee

Check-ins between 9am and 5pm are included in charge. (date of Arrival)

Check-ins after 5pm but before 10pm $75 (date of Arrival)

Check-ins after 10pm $99 (date of Arrival)


Check out time is strictly by 10am on departure date

4.1. Late departure requests

Subject to prior arrangement and availability

Extra charges may apply


Rate is stated in AUD $ and number of guests is restricted to sleeping capacity of the each Property

Exceeding number of guests in Property will incur $50 AUD per additional guest, per night

All guests staying at Property must be reported to Gem Apartments.


· A deposit or confirmation of 30% (minimum) of total Booking is due at time of booking. Pre-approved: Payment amount must be received within 1 day after the Booking is taken by Management

· Bookings are not confirmed unless and until this deposit is received

· Confirmation can be a Bank transfer confirmation email or copy of other electronic receipt from payment merchant or bank

· Payment in full must be received no later than 7 days prior to your arrival

· Payments of the amount due must be received in Australian AUD $ net of any bank or other transaction charges

· Please ensure payments are made within the specified time limits or the Booking will be cancelled automatically without notice or liability to you

· We accept payment by the following methods:

· Mastercard Visa Direct Deposit American Express

· PHOTO ID must be provided of the person whose credit card used and must sign upon check-in [passport or Australian driving license].

· Gem Apartments bank details will be advised to you for bank transfer payments (EFT)


· If you wish to vary or cancel your Booking, please contact us immediately at or 61 3 8638 0112

· Your deposit is non-refundable in the event of a change or cancellation, except in the following circumstances:

i) 28 days or more before arrival:

ii)Bookings cancelled or rescheduled more than 28 days of arrival will be refunded less 3% admin fee and credit card surcharges and/or 3rd party booking site cancellation fees

iii) 28 days or less before arrival will forfeit their deposit if we are unable to secure an alternative booking of equal value.

iiii) Unpaid Bookings:

o Gem Apartments reserves the right to cancel unpaid bookings and advertise the dates as vacant if no alternative payment arrangements have been organised

o Normal cancellation provisions would apply to any amounts already paid

o Bookings paid by instalments may be automatically cancelled if instalments are not paid on time

o Bookings with no deposit received are considered “Unpaid” status until 30% deposit is received up until 28 days prior to arrival date

· A variation of the Booking which reduces the number of nights stay will be a treated as a cancellation of the Booking in respect of those nights and higher rate may apply, regardless of quoted rate at time of booking

· A variation of the Booking which reduces the number of guests will be treated as a cancellation of the Booking in respect of those guests

· If Management is able to re-let the Property for the period cancelled, a partial refund may be made less administration charges, commissions and expenses

· Unless otherwise stated, minimum nights stay policy of 2 nights Sunday through Wednesday, and 4 nights Thursday, Friday & Saturday. Minimum stay during peak periods may be 4 or 5 nights.

· No refund will be made for a variation to the extent that it breaches our minimum nights stay policy

· We suggest guests consider travel insurance to avoid any unforeseen circumstances.


· A bond payment of $500 is required at the same time as the outstanding balance of your Booking

· Security bond will be credited to your designated payment method once our property has been inspected and deemed left in a similar state to your arrival. If a security bond is not taken the credit card supplied will be charged for any loss or damages that may occur.

· Any damage, loss or expense incurred by Management as a result of your breach of these Terms & Conditions will be charged against the bond and/or credit card

o Examples of this include but are not limited to:

§ Breakage (fixtures, electronics, appliances, glassware, et al.)

§ Apartment damage, Decor or Linen damage

§ Failure to leave Property neat & tidy as given and free of rubbish

§ Rearrangement of furniture or decor - need to be returned to it’s original position

§ Extra guests beyond those declared

§ Cigarette and cigar use in Property

§ Behaviour in the building that causes management a breach notice relating to Owners Corp Rules, i.e unruly behaviour in public, excessive noise, throwing items or cigarettes buts over the balcony, legislation changes from 1st February 2019 include fines of up to $2000 for noisy or disruptive behaviour affecting other occupants any fines would be passed to individuals responsible for causing the fine.

§ Presence of animal on Property

§ Missing remote controls from the apartment TV $500 Air-con $700

§ Loss of apartment key, security fob, and/or car-park fob up to $600

(All keys need to be replaced fobs reprogrammed, inconvenience to incoming guest)

Apartments are inspected for remotes keys fobs etc on arrival and on checkout. Please advise if any items missing before checkout this will minimise the costs to replace and inconvenience to incoming guests


· If the Property becomes unavailable for your occupancy due to unforeseen circumstances (eg. fire, storm, damage, etc) then Management will inform you immediately and endeavour to obtain suitable alternative accommodation for your occupancy


· Parties and functions require prior approval at the time of Booking and special conditions will apply including extra charges or additional security bond

· Guests remain responsible for persons attending, including:

o No disturbance of neighbours

o No undue noise when entering and leaving the premises

o No behaviour likely to cause damage to property

o All noise to cease by 10 pm

· No consumption of alcohol is permitted in common areas such as lifts, corridors, foyers or carpark allowed

· Breach of this condition may result in access blocked to building facilities, immediate termination and eviction without refund, including loss of security bond and extra damage and/or cleaning charges beyond security bond amount


· Gem Apartments supply bed linen, pillows, and blankets for bedrooms

· Daily service cleaning and linen change available upon request at additional cost

12. PETS

· Pets, animals or reptiles are NOT allowed at the Property at any time under any circumstances.

13. SMOKING or VAPPERING [e-Cigarettes]

· Smoking, Vappering or use of e-cigarettes is NOT permitted in Property Rooms, hallways, stairwell or within the building except where otherwise noted in outdoor areas


· 14.1. Before departure

o Property must be left in a clean and tidy condition

§ Extra cleaning charges may be incurred for failure to clean apartment in any of these manners or and/or leave apartment in clean and tidy condition

§ All food must be removed from fridges

§ All rubbish put in the appropriate rubbish chutes or recycled bins

§ All dishes and cutlery washed / dried and packed away

§ All remote controls must be accountable replacement charges apply.

§ Return furniture and furnishings to position they were in on arrival

§ Property should be vacated on time and all windows and doors are to be locked

§ All keys must be returned to Management as directed

· 14.2. Report any damage or theft

o Guests are responsible for damage, breakages, theft and loss of the Property

o Any incident must be reported to Management as soon as possible

· 14.3. Respect other tenants and guests

o Disturbance to neighbours, including excessive noise, is prohibited and may result in termination and eviction without refund

· 14.4. Comply with Management and Property Caretaker instructions

o Guests must comply with all applicable terms, conditions, and instructions from Management and the caretakers of the Property


This is not required at Gem Apartments Whiteman St, Clarendon St and Kavanagh St addresses.

Guests at 1 Freshwater Place are required by the body corporate to complete an online induction to the facilities and present their fob to the concierge desk between 8 & 10pm, in order for their fob to be programmed for facilities access.


· In the case of any problem or complaint, please inform Gem Apartments Management as soon as possible

· You must allow repair/service access to the property during reasonable hours

· Any complaint, which cannot be resolved locally, must be notified in writing to Management prior to departure from the Property

· Failure to follow this procedure this may hinder the ability of Management to rectify the problem or complaint and reduce or extinguish any claim you may have

Management are not responsible for any injuries, illness or accidents that may occur whilst staying at our property