For the security of all guests it’s important we understand who is staying and collect important information. Our team use Apps to collect your name, address and phone number. We are required to also verify a valid photo ID i.e. a driver’s license or passport and to collect a small security deposit. We collect all of this information securely inline with industry best practice.
This process is very similar to that used by most hotels except rather than photocopying your items we store this electronically. In general most information is only stored for 7 days after checkout.
This transaction is called a ‘Authorisation’ and is simply a hold on funds, it does not get transferred to us unless we ‘Capture’ it later. Like most accommodation providers, this security covers keys, damage etc, its very unlikely it won’t be released and we will always tell you if it’s not going to be released and why.Unfortunately if you cannot provide this information we won’t be able to assist with your check in. We do not accept cash and we only process holds on arrival.
One Bedroom $250
Two Bedroom $500
SECURITY HOLDS ARE NOT CHARGES, THEY WILL NOT SHOW AS A CHARGE OR A REFUND WITH MOST BANKS
WHAT IS A SECURITY AUTHORISATION OR HOLD?
A security hold or authorisation is a temporary hold put against a nominated credit card. The security authorisation is held by your bank or credit card provider on our behalf and is never transferred to us unless we ‘capture’ the authorisation. Simply, your bank holds the funds for us to claim against should we need too, the money is not held by us and on the day of departure we will electronically release the hold. Dependent on your bank or card provider this will become available to you between 1 and 7 days later, however this is outside our hands and is your providers responsibility.
I CANT SEE MY REFUND
Your original hold simply drops off your online banking which was properly showing as pending. If you look carefully you wont find the original hold on your bank statement. As there was no charge as such, there is no refund, simply the hold disappears and your funds become available.
WHEN DO I PROVIDE THIS?
You will be required to provide credit card details and upon check in.
WHAT CREDIT CARDS CAN I USE?
We accept Visa, MasterCard or American Express
WHEN WILL MY FUNDS BE RELEASED?
We release automatically on the day of departure, please allow a few extra days for your bank.
WHY DON’T I GET MY FUNDS UNTIL 7 DAYS AFTER I DEPART?
Some banks do release these immediately, others are a little slower and can take up to 7 days for these to be released
IT’S BEEN 14 DAYS NOW WHAT?
This rarely happens however please reach out to us by email and we will confirm the date we released the authorisation on. Take this information to your bank who are the only party who can track it.
CAN APARTMENTS OF MELBOURNE KEEP MY SECURITY AUTHORISATION?
Yes but only in certain circumstances. Examples of this may include:
Damage within your apartment (charges over the amount of the authorisation will be billed to you)
Breach of rules such as excessive noise etc
Late checkout without approval
Smoking in a room
Security issues requiring management or security response
Cleaning fees or Excessive mess