Frequently Asked Questions
and Our Policies
Check In & Check Out
How to get access to the building?
Our reception is located on level 1 – via the front door.
Reception hours:
Monday - Sunday: 8:00am - 10:30am & 3:00pm - 8:00pm
Check-in time is from 3:00pm. Check-out time is 10:00am.
If you expect a late check-in, please contact us for the late check-in instructions.
Early check-in or late check-out
While we do our best to meet your check in and check out requests, we cannot guarantee that this will always be achievable.
Can I check-in before 3:00 PM?
While we try our best effort to make the rooms ready before 3:00pm, we are not able to guarantee the availability prior to our standard check-in time of 3:00pm. However, guests can leave luggage at the reception until the room is ready.
Can I check-out before reception opens at 8:00am?
Guests can simply leave keys at reception before 8:00am. Please arrange with staff by 8:00pm the night before.
What happens if I can’t check-in before 8:00pm?
If you expect a late check-in, please contact us for the late check-in instructions.
Please note: guests need to be supervised by parents to check in if under 18 years old.
Cancellation & Changes
Unless otherwise stated, no fee will be charged if canceled or modified up to 2 days before the date of arrival. If cancelled or modified later, 100 percent of the first night will be charged. (e.g. the latest to cancel a reservation checking in on 8 April 18 is 23:59 on 5 April 18. Cancellation made from 00:00 on 6 April will incur cancellation charge). In case of no-show, the total price of the reservation will be charged.
How do I modify or cancel my booking?
Please kindly contact us via email or call and quote your booking details with the modification/cancellation request.
Booking & Payment
Non-refundable bookings
If advertised, prepay reservation refers to bookings that once made cannot be modified or cancelled. If cancelled or modified after confirmation, 100% of the reservation will be charged. Guests’ credit cards will be charged at the same day of booking.
Number of guests booked
Any additions to the number of guests booked must be notified to and consent given by the owners/managers of the Lodge before arrival. There will be an additional charge for additional guests.
Payment
The full payment must be made no later than check-in, unless otherwise stated. Dolphin Lodge Backpackers reserves the right not to honour any bookings that are unpaid at the check-in. Acceptable forms of payment are: Visa, Mastercard, Eftpos, Cash. Please note all credit card payments incur a 2% surcharge.
What is Pre-authorization? And when will it be released?
This pre-authorization can be used as payment upon check out or will be released by the hostel on the day of check out. A refundable security bond will be charged for incidentals. The bond is $50
Car Park
We have limited free on-site parking. There is plenty of free street parking outside the hostel.
Wireless internet
Guests enjoy unlimited free WiFi throughout the hotel.
Access
As staff live on site, the hostel is open 24 hours. Each guest will be provided with a room key ($20 charge for lost keys).
Under 18 years old check in
Please note that guests under 18 years old need to be supervised by a parent/guardian to check in.
Housekeeping
We only provide the departure housekeeping services after the guests leave. For a seven nights or longer stay, we can arrange housekeeping services by request.
Non-smoking property
Our rooms are strictly non-smoking rooms. Please note that smoking electronic cigarettes is also prohibited in the entire building. A cleaning charge ($150) will apply to guests who smoke in their room.
Noise and parties
There is a maximum of seven people allowed in any of the guestrooms at any one time. Having a party or creating a disturbance in any of our guest rooms may result in eviction from the premises and forfeiture of that night’s stay.
Lost and found policy
Dolphin Lodge Backpackers accepts no responsibility for any personal belongings lost, damaged, or stolen. Should any guest lose personal belongings, except for perishables, whilst staying at the Dolphin Lodge Backpackers, if recovered, the item will be kept for 30 days. We will make a reasonable effort to contact the guest who lost the item if possible. Please note that found items will be shipped back at the owner’s expense.
Damage of property
Guests will be held responsible for any loss or damage to the backpackers property caused by them, their friends or any other person related to them.