Australia: 1800 00 4321
New Zealand: 0800 003 489
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FAQ

Have a question? Our FAQs section answers our most commonly asked questions. If you think we’ve missed something or want to ask something else, please contact us.

PAYMENT OPTIONS

 

What form of payments do Metro Hotels accept?

All Metro Hotels and Apartments accept Visa, MasterCard, American Express, Diners, EFTPOS and cash payments. Please note that if you are settling your account with MasterCard or Visa credit card a 1.5% credit card transaction fee will apply. For American Express and Diners Card, a 2.5% transaction fee will apply. You may choose to change the method of payment prior to arrival to EFTPOS or cash on check-in as these methods of payment do not attract this fee. All bookings made via our website do not incur the credit card surcharge.

 

Does Metro Hotels charge booking fee?

No, there are no booking fees charged for any bookings made direct with the hotel or via our website.

 

Do I need to pay immediately when booking online?

Yes full prepayment is required at time of booking. The Hotel will process the payment using the credit card details provided at time of confirmation.

 

 

MAKING A BOOKING

 

How do I make a reservation for large groups?

For group enquiries of 5 or more rooms, email your request, including dates, number of rooms and hotel you are enquiring to [email protected]. You may also email the hotel directly with your request.

 

How do I book a corporate rate?

At Metro Hotels, we value your business. To take advantage of exclusive corporate rates, please email [email protected] and a friendly team member will contact you to see how Metro Hotels can help your business.

 

Do I need a credit card to make a booking?

Yes, a valid credit card is required to confirm your booking when you book your accommodation via our website. However no credit card surcharge applies.

 

When you call or email to book directly with one of our hotels, a valid credit card is required to guarantee your booking. No deposit will be processed on this card; however we reserve the right to apply a deposit. Please note that if you are settling your account with Visa or MasterCard a 1.5% credit card transaction fee may apply. For American Express or Diners Card a 2.5% transaction fee may apply. You may choose to change the method of payment prior to arrival; this can be arranged with the hotel directly.

 

How do I make special requests regarding my stay?

You can either call the hotel direct or enter it into the comments field on the final step of your online booking.

 

Can I speak to a real person?

Definitely! You can contact our friendly reservations team on 1800 004 321 – Toll free in Australia, 0800 003 489 – Toll free in New Zealand or call the hotel direct.

 

What is your cancellation and amendment policy?

Cancellation and amendment policy differs from property to property; therefore it is best to contact the hotel directly. If bookings are made online, the cancellation policy will be noted at time of booking. If your booking was made through a ‘third party’ such as travel agent, corporate travel manager or other online accommodation booking sites, any amendment or cancellation will need to go through that channel.

 

 

CHECK-IN & CHECK-OUT

 

What will I need when I check-in?

At time of check-in, you may be asked to provide photographic identification. If you are unable to provide such ID, your reservation may be cancelled and you may be liable to pay us an amount equal to the full reservation amount plus any other costs incurred by us in connection with your reservation. A credit card authorisation or cash security deposit of AUD $100 (minimum) is required to cover any incidental expenses. Should there be no outstanding charges, this security deposit will be refunded in full.

 

Can I arrange an early check-in?

You are welcome to check-in from 2pm, however, should you arrive earlier luggage storage is available and the use of the hotel leisure facilities is welcome. A request for early check-in can be made direct with the hotel, however it is not guaranteed. If you wish to guarantee an early check-in the room must be booked for the previous night.

 

Can I arrange a late check-out?

Check-out time is 10am (some hotels is at 11am). Should you require a later check-out please contact reception on the day of your departure to discuss. Alternatively we are able to store your luggage while you continue to utilise the hotel’s leisure facilities.

 

What are the age restrictions at Metro Hotels?

Persons under the age of 18 must be accompanied by a responsible adult or legal guardian. Children under the age of 11 years using existing bedding can stay at no additional charge in the room with at least one adult.

 

GENERAL

 

Can I smoke in my room?

No, all Metro Hotels are 100% non-smoking.

 

Is there car parking at Metro Hotels & Apartments?

Most of our properties have onsite car parking. For more information please refer to the individual property page.

 

I am experiencing technical problems with your website, what should I do?

You can contact our friendly staff at [email protected] or call our Australian or New Zealand toll free numbers or call the hotel direct.

 

Australian toll free – 1800 004 321

New Zealand toll free – 0800 003 489

 

How do I apply for a job at Metro Hotels?

Please visit our Careers page.

 

How do I provide feedback to Metro Hotels?

At Metro Hotels we welcome your feedback. Please contact [email protected].

 

Can’t find the answer to your question?

Email us at [email protected] and we will be happy to provide a prompt response.

Metro Hotel Marlow Sydney Central + Large Queen Room (Superior Room)
Metro Hotel Marlow Sydney Central + Deluxe Room
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