Check-In Policy

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

Please note, if your booking occurs on an Optus Stadium event day a number of road closures will be in place which may cause increased congestion in the area. Guests are advised to factor this in to their travel arrangements.

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.

Crown will accept the following as 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 or EFTPOS payment of $500 or Debit Card payment of $200 (when using the credit option) will also be required as security for any incidental costs, including damage associated with the room.

If staying in a standard room type, a credit card imprint is required as security for any incidental costs, including damage associated with the room. 

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.

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.

UNATTENDED CHILDREN

Guests under 18 are not permitted to stay at the hotel unless they are accompanied by a legal guardian or responsible adult.

Crown has a commitment to ensuring the safety and security of people that enter Crown Perth. Children are welcome at Crown, however, they must be supervised at all times, including while staying at Crown Hotels. If you require babysitting services information, please contact guest services.

NON-SMOKING POLICY:

Crown Promenade is a non-smoking hotel. Smoking of any kind, including e-cigarettes, is prohibited. If you smoke at Crown Promenade you may incur a cleaning fee of $500 and additional fees if emergency services attend the hotel as a result of your smoking.

ALCOHOL POLICY:

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

LOST PROPERTY:

Lost property left in guest rooms will be transferred offsite to a third party service provider, Pack & Send.

If you leave an item in your guest room after you have checked out, please contact Crown Metropol Housekeeping on (08) 9362 8858 who will confirm the location of your lost property and provide you with the necessary information to contact Pack & Send.

Lost property items will be stored by Pack & Send for 30 days and jewellery and watches stored for three calendar months (Specified Period).

Lost property not collected from Pack & Send within the Specified Period will be donated to a charity of Crown’s choice.

If a guest contacts Pack & Send within the Specified Period regarding their item of lost property, the item will be made available for an additional 7 days from date of contact. Guests can make arrangements with Pack & Send to either pick up the item from Pack & Send’s premises, or, arrange for the item to be posted to them.  Pack & Send may charge guests a fee to collect an item and will charge guests postage and insurance costs to post an item to a guest.

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.

Concierge 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 Promenade Reservations team via P+61 8 9362 8888, E reservations.pcp@crownhotels.com.au

We look forward to welcoming you to Crown Promenade Perth.