Check-In Policy

Our check in time is from 3pm, and check out is 11am.

CHECK IN REQUIREMENTS:             

Hotel registration and check in is available only to guests who are not prohibited from entering the hotel, are 18 years of age or over, and are recorded on the reservation at the time of booking. A valid form of photo identification acceptable to Crown must be supplied in order to process your check-in, which will be recorded by Crown.

Acceptable photographic Identification Documents:

• a valid and current Australian state or territory or New Zealand driver’s licence; 
• a valid and current Australian or foreign passport; 
• a valid and current Australian state or territory or New Zealand learner’s permit; 
• a valid and current Australian state or territory Photo Card or Proof of Age card; or 
• a valid and current Australian ImmiCard.

PAYMENT SECURITY:

All reservations must be guaranteed with a valid credit card at time of booking. This does not constitute payment. Payment in full is required for all accommodation upon check in (if not prepaid in advance). Prepayment of accommodation will only be accepted three full days or more prior to check in date. To prepay, please call the Reservations team on 1800 808 878 to arrange.

An additional cash, EFTPOS or debit card payment of $200 or credit card imprint will also be required as security for any incidental costs, including damage associated with the room.

Purchases made throughout the stay must be paid for when ordered.

To secure your Apartment reservation, a deposit of the first nights’ accommodation will be deducted within 48 hours after you make your reservation with the remaining fee payable on arrival.  Payments by credit card incur a 1.15% service fee.  If you cancel your booking more than 7 days before check-in, your deposit will be refunded to your nominated credit card. Cancellations within 7 days of check-in will result in forfeiture of the full fee payable for the stay and you consent to your payment method be charged at the time of cancellation for the remaining balance owing. 

If staying in The Apartment, an additional credit card pre-authorisation of $500 per night (not exceeding $2,000 for bookings of more than four nights) is required as security for any incidental costs, including damage associated with the room. Cash, EFTPOS and debit card are not accepted.

Please note, a service fee of 1.15% applies to all credit card transactions. Alternatively, payments can be made up to ten business days prior to arrival via cheque or bank deposit. Please enquire for further information.

Where a guest is a member of the Crown Rewards Programme and the Member has an unpaid hotel account and attempts by Crown to collect payment have been unsuccessful after a period of 30 days, Crown reserves the right to deduct any Points from the Member’s account to cover the cost of the debt.

REFUNDS / RELEASES:

Cash refunds will only be returned to the guest who supplied the photo identification upon check in. Card refunds generally take between 3-10 working days to process, and pre-authorisation releases take up to 31 days to process, depending on the individual bank policies.

NON-SMOKING POLICY:

Please note that this is non-smoking hotel, and that any form of smoking (including electronic cigarettes) in a non-smoking room will result in a $500 cleaning fee and any additional costs associated with emergency services attending the hotel.

ALCOHOL POLICY:

Guests are not permitted to bring alcohol to Crown Metropol or into guest rooms. Alcohol must be ordered via in-room dining services or consumed from the mini bar.

ACCEPTABLE BEHAVIOUR:

Illegal, disorderly or offensive behaviour (including but not limited to (i) aggressive behaviour or threatening language towards our staff or other guests; (ii) clothing with offensive designs/words; (iii) any person who is a member of an illegal gang and/or is displaying extensive or excessive head and/or facial tattoos that could be considered offensive, threatening or divisive; or (iv) disturbance to our staff or guests of Crown including excessive noise or music) is strictly prohibited and Crown may direct you and/or any member of your party to leave immediately if your conduct results in Security attendance or is considered by us to be inappropriate; likely to cause harm; or impair the enjoyment, comfort or safety of anyone; or is likely, in our belief, to breach any of this agreement. No refunds or compensation will be given in these circumstances and Crown reserves the right not to accept any future bookings from you or any member of your party.

ADDITIONAL INFORMATION:

Requests for an early check-in will be subject to availability and will not be guaranteed, unless the room is reserved for the night prior to arrival, which will incur an additional night's charge.

Requests for late departures are subject to availability on check-out, however can also be guaranteed if booked prior to arrival through Crown Reservations at an additional fee.

Bell Desk is available to store luggage on a complimentary basis as and when required.

Whilst we will do our utmost to provide you with the room of your choice, please be aware that any room preferences including floor or view cannot be guaranteed.

All Crown Rewards members' discount rates are subject to change according to your current membership level at the time of your check in.

If you require further information please contact the Crown Metropol Reservations team via +61 3 9292 6323 or reservations.mcm@crownhotels.com.au

We look forward to welcoming you to Crown Metropol Melbourne.