Check-In Policy

• Standard check-in time is from 3:00 PM.

• The guest whose name appears on the reservation must present a valid credit card (used at the time of booking) and photo identification matching the booking name upon arrival.

• The cardholder must be present at check-in and staying at the hotel.

• Use of a third-party credit card must be pre-arranged in writing with Medusa Hotel prior to arrival.

• Reception Hours: 7:00 AM to 11:00 PM daily.

• For arrivals outside reception hours, after-hours check-in must be arranged in advance with Guest Services.
  

Check-Out Policy

• Standard check-out time is 10:00 AM.

• Late check-outs are subject to availability and may incur additional charges. Requests must be made before 9:00 AM on the day of departure.

• Unauthorised late check-outs may attract additional charges.
  

Clean Atmosphere Policy

• Smoking and vaping are strictly prohibited in all rooms and public indoor areas.

• CCTV surveillance monitors the premises 24 hours.

• Breach of this policy will result in a minimum $500 cleaning and deodorising fee, plus any costs associated with returning the room to its original condition.
  

Damages & Incidentals

• A minimum charge of $300 applies for any damage to hotel property that impacts the room's resale or guest experience.

• Guests will be liable for any additional costs associated with repairs, replacements, or specialised cleaning.

• Fire alarms can be triggered by smoking, vaping, cooking, aerosol sprays, or excessive steam. If a false alarm is caused by a guest, a minimum $1,500 fee will be charged.

• Guests may be asked to vacate the premises if their behaviour compromises the safety, property, guest experience, or business reputation of Medusa Hotel. This includes, but is not limited to, smoking in rooms, property damage, disruptive behaviour, or illegal activities.
  

Property Access & Security

• Guests must be 18 years or older, or accompanied by a responsible adult.

• Only registered guests are permitted access to guest rooms. Visitors are not allowed to stay overnight.

• Medusa Hotel reserves the right to refuse service or entry to any guest or invitee.

• For any issues requiring after-hours help may incur a call out fee.

• Guests are responsible for securing their rooms and belongings at all times. Medusa Hotel is not liable for lost or stolen personal property.
  

Personal Property

• Medusa Hotel accepts no responsibility for loss, damage, or destruction of personal items brought onto the premises.
  

Transport & Parking

• Bicycles are not permitted in guest rooms.

• Bicycles must be stored in designated areas arranged through reception.

• Any bikes found at unauthorised locations may be removed.
  

No-Show Policy

• Failure to arrive on the booked check-in date will be treated as a no-show, and the remaining nights will be cancelled.

• Refund eligibility depends on the rate plan booked:

• Flexible Rate: Charges apply for nights within 48 hours of cancellation.

• Non-Refundable Rates: The full booking amount will be charged.

Booking Modifications

• All booking modifications are subject to availability and may incur rate differences or fees.

• Rate differences may apply if the original rate is no longer available at the time of change.

• Bookings that include any night between 29 December and 2 January (inclusive) are fully prepaid and non-refundable.
  

Payment Policy

• Upon check-in, the guest must present the credit card used for booking and matching photo ID.

• Accepted identification: Passport, Driver Licence, or Government-issued Proof of Age card.

• Guests unable to provide a matching credit card and photo ID will be denied check-in.

• Visa, Mastercard, and AMEX incur a 1.5% surcharge.

• Medusa Hotel reserves the right to pre-authorise or charge the credit card for the full booking amount and incidentals.

• If a credit card is declined, a new valid card must be provided within 48 hours, or the booking may be cancelled.
  

Refund Policy

• Refunds will be processed to the original payment method used for the booking.

• Credit card refunds must be applied to the same card to comply with Anti-Money Laundering and Counter-Terrorism Financing Act 2006.
  

Compliance with Laws and Industry Standards

Hotel Coco Pty Ltd trading as Medusa Hotel complies with all applicable laws, regulations, and industry standards governing hotel operations in New South Wales, including but not limited to Australian Consumer Law (ACL), privacy obligations, health and safety regulations, and accommodation licensing requirements.

Guests are expected to conduct themselves responsibly and in accordance with hotel policies and applicable laws during their stay.

Privacy Policy

Please refer to our separate Privacy Policy for details on how we handle your personal information.

Changes to Terms & Conditions

Medusa Hotel reserves the right to modify these Terms at any time. Continued use of the hotel or services constitutes acceptance of any changes.

Governing Law

These Terms are governed by the laws of New South Wales, Australia. Disputes arising under these Terms shall be subject to the jurisdiction of the courts of New South Wales.

Last Updated: 10 August 2025