Best Staying Australia
Refunds Policy
How cancellations, amendments and refunds work for rooms, packages, events and services booked through Best Staying Australia.
Flexible room rates cancel free until 48 hours before arrival; prepaid rates follow the schedule quoted at booking.
Package refunds slide on a scale: full to 14 days before arrival, half to 72 hours, committed inside that.
Approved refunds return to the original payment method within 5–10 business days, confirmed by email.
Refund rules differ by what was booked — a flexible room rate, a prepaid package or a wedding each carries its own schedule. This page sets out the general rules; your written confirmation always controls.
01
Room bookings
Standard flexible rates cancel free until 48 hours before 15:00 on the arrival day. Inside that window the first night is charged; later nights are released.
Prepaid and promotional rates are refundable only to the extent stated at booking — typically not at all, in exchange for the lower price. We flag them clearly before you commit.
No-shows are charged at the full first-night rate.
02
Packages and services
Spa treatments, dining reservations and transfers cancel free until 24–48 hours before the booked time, as shown on the confirmation.
Package stays (romantic escape, VIP casino, spa bundles) refund on a sliding scale: full to 14 days before arrival, 50% to 72 hours, no refund inside 72 hours — because the components have already been committed on your behalf.
Unused components of a package cannot be refunded separately after check-in.
03
Events and group bookings
Weddings, conferences and buyouts follow the signed event agreement, which supersedes this page. Typically: deposits are refundable to 90 days before the event, half-refundable to 30 days, and committed inside 30.
Force majeure — natural disaster, government restriction — is handled per the agreement and usually results in rescheduling rather than refund, at the client's option where possible.
04
How refunds are processed
Approved refunds return to the original payment method. Card refunds land within 5–10 business days depending on the issuer; deposits paid by bank transfer are returned to the same account.
We confirm every approved refund by email with the amount and date.
Our coordination and planning fees are refundable only if we fail to deliver the service described, not because a supplier's event was cancelled at the last minute — in that case the supplier's own refund rules apply.
05
Disputes
If you believe a charge or a declined refund is wrong, write to [email protected] quoting your confirmation number. Disputes are answered within five business days by a person with authority to resolve them.
Nothing in this policy limits your rights under the Australian Consumer Law.
06
Amendments
Changing dates instead of cancelling is usually free where the hotel can accommodate it — ask before you cancel; date changes preserve deposits that cancellation would forfeit.
All amendments and refunds are confirmed in writing.
This policy is updated when our supplier terms change; the version in force at booking applies to that booking.
What this means for your booking
In practice: the sooner you tell us, the more of your money comes back — and asking about a date change often preserves money that cancelling would forfeit.
Keep a copy
Every booking confirmation references this document. Print it from your browser, or ask the desk and we'll email a dated PDF of the version in force on your booking date.
In force from 5 January 2026
The date on this page is the date the document took effect. Bookings always follow the version in force at the time they were made.
Material changes are announced
When a clause changes in a way that affects guests, the change is flagged on this page for ninety days — not quietly swapped.
Older versions on request
Superseded versions are archived and sent on request within two business days — useful when a dispute turns on wording.
The services this covers
The desk reads the same documents
Anything unclear in this document can be answered in plain language — phone the desk or send the contact form.
Ask the desk